Prerequisites for Service Console for Automotive

Timeline

• To use the Timeline component, enable Timeline in Setup.
• The console has a preconfigured Timeline component that shows the engagement interaction records for a contact.
• To create a custom timeline that shows other records, configure the Timeline component included with Service Excellence, and add the component to the Contact page. See Create a Timeline Using Cases and Engagements.

Record Alerts

• To view Record Alerts in the console, assign the Omnistudio Admin permission set to the users, and enable Standard Omnistudio Runtime on the Omnistudio Settings page in Setup.
• You must configure the record alerts as per your business needs. See Configure Record Alerts for Automotive Cloud.

Vehicle, Case, and Order records

To view vehicle, case, order, or any other records related to a contact in the console, ensure that the relevant related lists are added to the Contact object page layout.

Actions & Recommendations

You must configure actions as per your business needs. See Create an Actions & Recommendations Deployment.

Identity Verification

• You can use the Verify Caller Identity for Automotive flow, the predefined flow available with Industry Service Excellence, or create your own flow. See Identity Verification.
• To view a contact’s information in the console, you can create an engagement interaction record and verify the customer’s identity with the Identity Verification flow. To direct you to the console page for the contact, the Initiating Attendee of the engagement interaction record must be a contact for the preconfigured Identity Verification flows.

Engagement Interaction

To integrate computer-telephony with the Service Console for Automotive, configure computer-telephony integration (CTI) systems. You can set up a softphone using Service Cloud’s CTI integration, and the identity verification flow and the engagement data model work seamlessly with Service Cloud’s CTI process. Then, use the Engagement Connect APIs to configure the link between the softphone and an Engagement Interaction record. This ensures that an Engagement Interaction record is automatically created when an inbound call comes in.

To configure CTI, see Salesforce Open CTI.

To use the Connect APIs, see Engagement Connect APIs.

You can also configure Salesforce Voice for partner telephony(BYOT) to set up a similar call center experience. To configure BYOT, see Set Up Salesforce Voice with Partner Telephony.