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            Deliver Proactive Service in Automotive Cloud

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            Deliver Proactive Service in Automotive Cloud

            Automotive Cloud helps original equipment manufacturers (OEMs) nurture long-term relationships with stakeholders, and grow customer and dealer loyalty and lifetime value. Use Service Console for Automotive to deliver meaningful, intelligent, and personalized service interactions from a single page. Enhance the productivity of customer service representatives and service agents, and enable them to deliver excellent service with Service Excellence components.

            Required Editions

            Available in: Enterprise, Unlimited, and Developer Editions.
            • Take a Tour of the Service Console for Automotive
              Customer service representatives (CSRs) can orchestrate every step of the service journey for dealers and end-customers with a unified console. CSRs can use Service Console for Automotive to get a 360-degree view of their customers without opening multiple applications and to multitask without losing the context of the interaction. They can also track previous conversations on a timeline, inspect related Vehicle, Order, and Case records, and initiate actions, such as booking a test drive or scheduling a dealer visit.
            • Set Up the Service Console for Automotive Cloud
              Customer service representatives can use Service Console for Automotive to get a holistic picture of customers and their activities, effectively address customer requests, and earn their trust. Refine each step of the service journey to perfection with Service Excellence components: Identity Verification, Timeline, Record Alerts, Action Launcher, and Audit Trail.
            • 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.
            • Work with the Service Console Components in Automotive Cloud
              Original equipment manufacturers (OEMs) can create a seamless, relationship-centric service experience for dealers and end-customers with Service Excellence components. Use Service Excellence components in Automotive Cloud to verify the identity of customers or their authorized representatives, view customer-related activity on a timeline, get alerted about critical record changes, and execute service actions quickly.
            • Generate Prework Estimates and Create Orders in Automotive Cloud
              When service technicians visit a dealer or partner site, they can use their Salesforce mobile app to generate quick estimates for products and services and create orders. The technician can search for products, specify the quantity, and labor and installation charges using the mobile app. Then, they can create an order with the line item details and email a PDF version to the dealership manager directly from the app.
             
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