Manage the Warranty Lifecycle in Manufacturing Cloud

Orchestrate the complete warranty lifecycle—from warranty administration to claims collection and adjudication—by using Warranty Lifecycle Management. Create and manage warranties at multiple product levels. Define a robust framework of warranty eligibility rules and entitlements based on labor, parts, and expenses covered. Develop thorough service standards for product defects, expenses, and labor services to ensure accuracy and consistency in warranty management and service operations. Capture the right information about claims from partners, dealers, and distributors to minimize subjectivity in claims adjudication, and reduce followups for clarification. Build an automated warranty claims adjudication process to supercharge the efficiency of claims adjudicators, to prevent manual errors, and to reduce processing time. Manually scrutinize and adjudicate warranty claims from a single page.

• Learn About Warranty Lifecycle Management
  Establish warranty eligibility rules, define service standards, capture claims, and adjudicate claims using Warranty Lifecycle Management in Manufacturing Cloud. Use the robust, extensible data model in Warranty Lifecycle Management.
• Workflow for Warranty Lifecycle Management
  Salesforce admins enable the Warranty Lifecycle Management feature, configure warranty rules and service standards, set up claims processes, and assign permissions. Users can submit, track, and adjudicate warranty claims through streamlined interfaces and automated processes.
• Set Up Warranty Lifecycle Management
  To let users administer warranty rules and entitlements and capture, track, and adjudicate warranty claims, enable Warranty Lifecycle Management in Setup and assign them appropriate permission sets.
• Manage Warranties and Service Standards for Your Products and Assets
  Establish robust warranty eligibility terms and entitlements for products and assets and standardize your service operations. Manage product and asset warranties by recording warranty term details and assigning them to products, product families, or assets. Extend or restrict coverage for warranty terms based on product fault, labor effort required, or product part. Define a comprehensive set of service standards that can be accurately and consistently used in the warranty lifecycle and other operations performed by your company.
• Capture Warranty Claims from Partners and Distributors
  With detailed warranty claim information, warranty adjudicators can accurately investigate product defects, swiftly verify claim coverages and expenses, and reduce follow-ups for additional information. Capture information about defective assets, existing warranties, causal parts, expenses incurred, and claim stakeholders by creating Claim, Claim Item, Claim Coverages, Claim Coverage Payment Details, and Claim Participant records. Partners can easily submit warranty claims and closely track their status from the Manufacturing Experience Cloud site. Manufacturers can also create claims on behalf of partners.
• Adjudicate Warranty Claims
  Adjudicate warranty claims by examining defective assets and their causal parts, by checking existing warranty coverages, and by verifying labor services, part replacements, and expenses incurred to rectify the asset. Warranty claim adjudicators can get a holistic view of every aspect of the warranty claim and manually adjudicate the claim on the preconfigured Claims record page. Admins can set up a warranty claim adjudication process by using process automation tools such as Flow Builder and Business Rules Engine.
• Supplier Recovery Management
  Use the supplier recovery claim process to raise a reimbursement request for parts that are covered under contract terms with suppliers. Ensure that you clearly define the supplier recovery terms when you enter into contracts with suppliers. So, when you adjudicate a warranty claim, if the defective part is under a contract with a supplier, you can be reimbursed for those costs based on the contract terms. If you incur a cost due to quality issues in the products or services provided by a supplier, create supplier recovery claims to recover the cost from the supplier. Create supplier recovery claims from an existing warranty claim. Suppliers can adjudicate claims from the Experience Cloud site.