Workflow for Warranty Lifecycle Management

Prepare Your Org

Turn on Warranty Lifecycle Management features in Setup.

See Enable Features for Manufacturing Cloud.

Configure Permissions

Assign the required permissions to users that need to set up and use Warranty Lifecycle Management.

Manage Warranties and Service Standards

Define warranty eligibility rules and entitlements for products, product families, and assets. Specify warranty terms related to labor, parts, and expenses. Create and standardize service standards for consistent warranty operations, ensuring all service criteria such as product defects and labor efforts are covered. See Manage Warranties and Service Standards

Capture Warranty Claims

Configure claims capture by setting up the Claim, Claim Item, Claim Coverage, Claim Coverage Payment Details, and Claim Participant objects. Enable partners and distributors to submit warranty claims via the Manufacturing Experience Cloud site. Manufacturers can create claims on behalf of partners as needed. See Capture Warranty Claims

Adjudicate Warranty Claims

Enable warranty claim adjudicators to review detailed claim information, including defective assets, causal parts, warranty coverages, and associated expenses. Configure the Claims record page for manual adjudication and automate adjudication workflows using Flow Builder and Business Rules Engine to improve accuracy and efficiency. See Adjudicate Warranty Claims

Manage Supplier Recovery Claims

Set up supplier recovery processes to request reimbursements for defective parts under supplier contracts. Clearly define supplier recovery terms in contracts. Suppliers can review and adjudicate recovery claims through the Experience Cloud site. See Supplier Recovery Management

Set Up Analytics for Warranty Lifecycle Management

Deploy Analytics for Lifecycle Management by assigning permissions, enabling CRM Analytics, and creating and sharing the analytics app with your users. Use analytics dashboards to track warranty claims, adjudication times, and supplier recoveries. Analyze trends to optimize warranty programs and improve customer satisfaction. See Deploy and Use CRM Analytics for Warranty Lifecycle Management.