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Respond to Callers with the Service Console for Automotive
A customer service representative (CSR) can use Service Console for Automotive when they receive a call from a dealer or end customer.
Required Editions
| Available in: Enterprise, Unlimited, and Developer Editions. |
When a customer calls the service center of an original equipment manufacturer (OEM), a CSR verifies the credentials of the customer by asking them preset questions from the Identity Verification flow. After the flow verifies the customer, the CSR is automatically directed to the console page that is open for the customer’s Contact record. Alternatively, the CSR can directly open the Contact record and go to the console page. The verification flow also creates an Engagement Interaction record with the details of the call, the time, and the details of the customer and agent who were involved in the call.
On the console page, the CSR can view the Contact Details panel, and maintain a natural flow of conversation.
On the Interaction Timeline panel, the CSR can track the previous engagements with the customer, and better understand the context of the interaction. The CSR can notice that the customer had called not long ago about their overheating engine. The CSR also gauges the customer’s neutral sentiment in that call and wants to turn it to a positive sentiment this time.
The CSR can dive into the specifics of the query by checking the related Vehicle, Case, and Order records on their respective related lists.
The CSR sees an open case about the overheating engine. To learn more, the CSR opens the Case record as a subtab.
When the CSR understands the case, they search for a related Knowledge Article in the Knowledge panel.
After reading the relevant Knowledge articles, the CSR recommends the customer to set up a service appointment to get the customer’s engine checked. If the customer agrees, the CSR schedules a service appointment by launching the Service Appointment action from the Actions & Recommendations panel.
After scheduling the appointment, the CSR checks the Alerts panel to see if there are any critical activities related to the customer. Accordingly, the CSR informs the customer that the insurance of their vehicle expires in 15 days.
With the Service Console for Automotive, the CSR gets a complete view of the caller, their activities, and their needs.
The CSR can preempt the customer’s queries and sentiment with the timeline and the related records. After understanding the query, the CSR can refer to the Knowledge Articles and quickly resolve the query by creating a service appointment. Finally, the CSR can check the record alerts and offer additional assistance by pointing out that the customer’s insurance expires soon. Service Console for Automotive is a powerful, all-in-one workstation for all service activities.
