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Actionable Event Orchestration Setup Workflow for Connected Assets
Enable connected services and related features for assets in Salesforce, and assign the required permissions to users. Work with your integrations team to connect your telematics provider with Salesforce via MuleSoft or any other service of your choice. Get access to usage-based entitlements for each connected asset. Set up actionable event orchestration. Set up eligibility rules for service processes to control which users can perform an action.
Required Editions
| Available in: Lightning Experience |
| Available in: Automotive Cloud, Communications Cloud, Consumer Goods, Energy and Utilities Cloud, Manufacturing Cloud, and Media Cloud. View edition availability. |
Prepare the Org
Enable these features in Setup.
- Actionable Event Orchestration
- Event Orchestration Decision Table
- Context Definitions
Assign permission sets to user profiles. An event designer uses context definitions and expression sets or flows to design the orchestration processes, and the runtime user typically only needs read access on the different objects and fields.
Though access varies based on the type of actions you create, make sure you give users at least Read access on objects such as cases, asset milestones, and record alerts.
Actionable Event Orchestration operates on the usage-based licensing model. Only the assets where Connected Services Active is marked as active are considered for orchestration. Make sure your org has the Actionable Asset Event Orchestration Limit usage-based entitlement. With this entitlement, you can run up to 300 orchestrations per month of usage type Manufacturing for connected assets, split equally between expression-set based and flow-based orchestrations.
Business Requirements
External systems, such as asset telematics providers, store a large amount of data from assets and make the data available to downstream systems such as Salesforce. Companies use a subset of this data in Salesforce to process events and perform actions such as creating record alerts, asset milestones, work orders, and cases. The actionable event orchestration framework helps users define rules and conditions and execute the actions based on event type.
When a new asset is onboarded with advanced telematics services enabled, companies register it as a connected asset and provide detailed information to an external system, such as the asset number, model, year, and detailed service schedules. The external system collects telemetry, performance, service, and other data from the asset periodically. The data is generated from various sensors and Internet of Things (IoT) systems in the asset. The external system compares the real time data with the baseline specifications of the asset, and generates events when there are discrepancies.
For example, an asset requires service every 5,000 hours of usage, and the company wants to alert the customers about the upcoming maintenance every 4,500 hours. The total usage period value derived from the asset sensors is compared with the service specification at regular intervals by the maintenance alert service in the external system. The maintenance alert service uses the usage thresholds to generate and publish maintenance events whenever the asset completes 4,500 hours over the total usage period reading.
Salesforce subscribes to the maintenance alert events and acts upon these events. When a maintenance alert is received, the orchestration framework can evaluate whether the asset is already serviced. If the asset isn’t serviced, an alert or notification is created on the Asset record page. Service agents can notify the customer based on the automatically generated alert.
Extend and Customize the Records
Answer these questions and plan your implementation of Actionable Event Orchestration.
| Question | What You Need To Know |
|---|---|
| How can external systems share event data with Salesforce? | Bring in data from external systems, such as telematics providers, by using Actionable Telematics Event Business API and Platform Events. Make sure you get the basic details from the provider, such as the Asset ID, Event Type, and Event Fault Code. |
| What is the integration service you’re using to connect Salesforce and the external system? | You can use MuleSoft to easily integrate telematics systems with Salesforce. |
| What type of events do you want to act on? | Decide which telematics, operations, and performance codes and events you want to act on. Typically, you only act on critical events that require immediate attention or investigation. Create event types, subtypes, and categories to easily differentiate the events. |
| How are you processing the actions for the events? | Use expression sets or Salesforce Flows to execute the orchestration. For simple record creation or updation, use expression sets. For nuanced workflows, use flows. |
| How do you want to bring in the events into Salesforce? | Use the platform event framework or the business API to trigger inbound events. |
| What are the event details that you want to use as either input or output variables in the orchestration procedure? | Create a context definition that contains nodes based on the type of event data and details shared by the external system. |
| How are you matching event types to the relevant orchestration procedure? | Extend the Filter and Match Actionable Event Orchestrations decision table to add input or output parameters based on your requirements. |
