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Map Your Business Requirements to Automotive Cloud Features
As an automotive manufacturer or dealer, you have varied business requirements. Learn how Automotive Cloud supports your business operations and needs.
Required Editions
| Available in: Enterprise, Unlimited, and Developer Editions. |
Core Capabilities in Automotive Cloud
| Business Requirement | Feature To Use |
|---|---|
| Capture information about all stakeholders involved in your business for multiple accounts and contacts that perform specific roles, such as customers, sales dealers, service technicians, financiers, consultants, drivers, and vehicle owners. | Use Business Profile, Asset Account Participants, Asset Contact Participants, Internal Organization Unit, and Supplier records to extend the account-contact model and capture granular details about each stakeholder. |
| Visualize the multiple groups and households that customers belong to, and track these groups and households to drive personalized offers and services. | Use Account Contact Relationship, Account Account Relationship, Contact Contact Relationship, Party Role Relationship, and Party Relationship Group records to model household and group relationships. |
| Capture automotive industry-specific product-level information and quickly identify vehicles, spare parts, and vehicle accessories. | Use automotive-specific attributes on Product records to capture granular details about your product portfolio. Organize products using Business Brand, Catalog, Category, Product Related Material, and Product Related Component records. |
| For each vehicle model and make, store and share information that defines the model’s specifications. | Use Vehicle Definition records to store key details, such as fuel and battery specifications and external and internal features of a car model. |
| Track the end-to-end lifecycle of every vehicle with a unified view of all information right from its creation to when it gets scrapped. | Use Asset and Vehicle records—which work together—to get a comprehensive view of a vehicle’s lifecycle. You can view all details related to a vehicle, such as related and child assets, upgrades and replacements, asset warranties, and installed and compatible parts and accessories. |
| Capture lead information and understand which products and dealers the lead is interested in and what type of business transaction they want to perform, such as sell a car, buy accessories, or extend warranties. | Use enhanced partner lead management capabilities to capture product-level details for a lead and the period for which the customer is interested in a transaction. You can also capture the dealer preferences of the customer. |
| Relate each lead to the agency or source account that provided the lead. | Use enhanced partner lead management capabilities to capture a lead provider’s details. |
| Convert lead information at a deep and granular level into opportunities so that the leads can be distributed to dealer groups. | Use enhanced partner lead management capabilities to store information about the dealers and products a lead is interested in and to store the lead provider’s account details when the lead is converted into an opportunity. |
| Collaborate with partners and customers on vehicle management, stakeholder management, and sales processes. | Use the predefined Automotive template in Experience Cloud to create feature-rich partner or customer portals. |
| Schedule timely appointments for test drives and vehicle services as an internal or external user. | Use Salesforce Scheduler capabilities in Automotive Cloud to schedule and manage service appointments for test drives and vehicle maintenance and repairs. |
| Search for vehicles by attributes such as model, make, color, or transmission type across multiple locations, and refine the search by grouping and sorting the results. | Use vehicle inventory search and filter capabilities to get visibility into mix of products at various locations and meet customer demands. |
| Transfer vehicles quickly from one location to another to meet customer demands. | Use vehicle inventory search to select multiple vehicles that meet your criteria and transfer them to a selected destination. |
| Manage fleets of vehicles and track the different stakeholders related to a fleet. | Use Fleet Management capabilities to model fleets, fleet assets, and fleet participants. |
| Manage the financial data of captive finance customers and deliver proactive service around vehicle loans, leases, and titles. | Use Finance Console for Automotive to track the transactions, fees, balances, milestones, addresses, key stakeholders, vehicles, and titles related to each automotive loan or lease. |
| Streamline the retail delivery reporting process for sale of vehicles and parts. | Use Rebate Claims and Transaction Journals to track vehicle and parts sale details, such as date of delivery, type of transaction, and odometer reading at the time of delivery. |
| Take product orders on the go and send a copy of the agreed-upon order details to the dealer. | Use prework estimation to generate order estimates on a mobile app and send a PDF to the dealer. |
| Plan and perform visits to partner locations and dealer sites to assess performance and compliance based on key performance indicators. | Use Partner Visit Management so that district and territory managers can plan visits, create audit tasks, and define metrics for assessing dealer performance. Use the Partner Visits mobile app to simplify field audits and visits. |
| Define warranty terms and service standards and collaborate with dealers to process claims for vehicle and parts repairs and replacements. | Use Warranty Lifecycle Management to define warranty terms for products and assets. Create a robust set of service standards with code sets and warranty term coverages. |
| Manage the end-to-end claim adjudication process to verify, adjust, and approve payments to dealers and partners. | Use Claims Foundation to manage claims submitted by partners and dealers and then adjudicate the claims either manually or automatically against the predefined set of warranty terms and service standards. |
| Establish contract terms and recover costs incurred due to defects that arise in parts and components procured from suppliers. | Use Warranty Lifecycle Management and Claims Management Foundation to create supplier recovery claims. Suppliers can adjudicate the claims through the Experience Cloud site using the Automotive template. |
| Transform the post-sales and service experience for dealers, sales reps, service reps, and customers with faster resolution of queries, at-a-glance view of key information, and easy-to-launch actions. | Use Service Console for Automotive to give service reps, dealer agents, and service representatives a comprehensive view of a customer. Users can take actions during an engagement or interaction within the console. |
Additional Capabilities in Automotive Cloud
| Business Requirement | Feature To Use |
|---|---|
| Create a plan of action when business processes and records change and take necessary actions to implement the plan. | Use Action Plan Templates and Action Plans to act quickly on asset milestones, vehicles, asset account participants, and asset contact participants. |
| Relate various types of stakeholders to each vehicle or physical asset that the company deals with. | Use Relationship Cards to view stakeholder information for a vehicle and to derive information from multiple objects. |
| Capture the key moments and milestones in a vehicle’s lifecycle and initiate actions and downstream processes based on the moments. | Use Events and Milestones to capture key milestones for an asset, such as the asset’s date of manufacture, sale, and delivery. |
| Get a quick and comprehensive view of a vehicle or contact’s information, such as cases, warranties, products, stakeholders, and engagements. | Use Timelines to see a chronological view of key activities for a vehicle and to link information from various sources together. |
| Visually identify the different types of relationships and businesses related to accounts or vehicles. | Use Actionable Relationship Center graphs to visualize an account or vehicle’s list of records, such as households, products, and assets. |
| View a vehicle or a customer’s quick actionable notifications, such as warnings and errors. | Use Record Alerts to configure notifications for critical changes and updates to information that’s stored inside or outside your instance. |
| Relate each vehicle or customer with key attributes and personalized tags to make communication more effective. | Use Interest Tags to tag records with key attributes and customer preferences. You can share the tags with anyone in the company. |
| Monitor the performance of your users across branch units, and set up rules to automatically associate leads and accounts with specific branches. | Use Branch Management and Record Association Builder capabilities to improve operational efficiency. |
| Create targeted lists of customers or prospects by filtering and segmenting data in Account, Contact, Vehicle, or Asset records. Then, assign the lists to sales and service agents so that they can engage with the members. | Use Actionable Segmentation to build and curate member segments and improve outreach activities. |
| Forecast business for each dealer account based on custom metrics, criteria, and parameters. | Use Advanced Account Forecasting to create accurate and granular forecasts customized for your requirements. |
| Track run-rate business with dealers with long-term product negotiations. | Use Sales Agreements to track product quantities and revenues over time and assess dealer compliance. |
| Track organizational goals for sale of products and easily divide targets across dealers. | Use Account Manager Targets to set and distribute sales targets. |
| Plan and manage programs for new car models and variants by forecasting component requirements and converting proposals into business opportunities. | Use Program Based Business to manage the sales process for new products and component requirements with accurate forecasts. |
Extended Capabilities in Automotive Cloud
| Business Requirement | Feature To Use |
|---|---|
| Automatically create or update record alerts, milestones, cases, and other records based on real-time events captured by vehicle sensors, such as diagnostic trouble codes (DTC), engine malfunctions, transmission issues, and other critical events. | Use Actionable Event Orchestration to declaratively create orchestrations that apply filter conditions to inbound events triggered in external or telematics systems, and creates or updates records in Automotive Cloud. |
| Remotely lock and unlock doors of vehicles from a simple console so that drivers can be assisted during on-road emergencies. | Use the Remote Vehicle Door Lock and Unlock service process definition to send an external request to a telematics system to view the status of all doors in a vehicle in real time, and lock or unlock the doors. |
| Remotely share notifications such as updates on service appointments, software and firmware updates, and case resolutions with drivers or to the vehicle dashboard from a simple console. | Use the Remote Vehicle Notifications and Alerts service process definition to send an external request to a telematics system to share a message with the driver. |
| Create custom remote actions such as remote ignition control or display additional advanced diagnostic metrics related to vehicle health and current status. | Extend the service process templates and Mulesoft assets to integrate with any external system, create a repository of remote actions, and bring in additional data in real time. |
| Collaborate with partners and customers on vehicle management, stakeholder management, and sales processes. | Use the predefined Automotive template in Experience Cloud to create feature-rich partner or customer portals. |
| Automate and simplify complex business processes with low-to-no-code tools. | Use Flows for Industries— which includes Omnistudio, Data Processing Engine, Business Rules Engine, Decision Tables, Intelligent Form Reader, and Document Generation—to transform data and deliver customer-centric experiences. |
| Harmonize and unify data from various external systems without storing the data in Automotive Cloud. | Ingest large amounts of data from dealer management systems, vehicle telematics systems, and subscription service systems into Data Cloud. |
| Apply transformations and aggregations to the data in Automotive Cloud so that the transformed data can be used to create customer segments, customer engagement journeys, and dynamic offers. | Use the Automotive data kit to get predefined calculated insights and data streams that help you model the data residing in your Automotive app in Data Cloud. |
| Analyze key trends and patterns in your automotive business and gain insights into inventory, dealer performance, and vehicle sales with dashboards. | Use CRM Analytics dashboards to analyze business and gain deeper insights with predefined metrics and dashboards. |
Other Products that Work with Automotive Cloud
| Business Requirement | Product To Use |
|---|---|
| Create and coordinate shoppers’ online experiences and transactions across digital channels and devices. | Use B2C Commerce to deliver reimagined and personalized customer experiences. |
| Manage incentives and payouts for partners, dealers, and customers. | Use Rebate Management to create personalized rebate programs, design benefits, and automate payout calculations. |
| Manage work plans, maintenance plans, and work orders for your assets and guide your team complete field jobs. | Use Field Service capabilities to optimize work order scheduling and organize your workforce. |
| Manage orders right from raising requests to fulfillment, and automate payments and invoice generation. | Use Order Management to automate order processing across every stage in the order lifecycle. |
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