Remote actions such as door lock and unlock, and remote driver notifications are service processes that service agents can launch from the Action Launcher on a Vehicle record page. But companies often want to restrict the access of these actions for specific vehicle models, and specific groups of agents. List these service processes as products and configure the eligibility rules for the products so your service agents see only the service processes that they’re qualified for. You can also add eligibility rules to differentiate the processes by products or vehicle models. For example, show only the remote door lock and unlock service process on Vehicle record pages where the customer has purchased a premium subscription to avail such services.
Required Editions
| Available in: Enterprise, Unlimited, and Developer Editions. |
Let’s consider a scenario where you want to restrict the visibility of the service processes based on the department your service agents are assigned to and also based on the vehicle owner’s rating. Your company uses the predefined remote lock and unlock remote action service process and the remote notification service process. Your Salesforce admin has also created a custom remote action service process for remote ignition control. This table shows the qualification rules for the three service processes.
| Service Process | Service Agent Qualification Rule | Customer Qualification Rule |
|---|---|---|
| Remote Notification | Visible to service agents in the Customer Engagement department | Visible for all vehicles owned by customers with Gold rating |
| Remote Door Lock and Unlock | Visible to service agents in the Emergency Assistance department | Visible for all vehicles owned by customers with Gold rating |
| Remote Ignition Control | Visible to service agents in the Emergency Assistance department | Visible for all vehicles owned by customers with Gold rating |
- Create a Record Type for Connected Vehicle Service Processes
Before you create eligibility rules for specific service process definitions, represent all service processes as products in Automotive Cloud. To distinguish service process products from other types of products in Product Catalog Management, create a Product record type for service processes. - Add Vehicle Service Processes to a Catalog
The service processes that you want to configure eligibility rules for are listed as products in Product Catalog Management. Add the service process products to a service catalog, and then define eligibility rules to determine how and for whom the service processes are visible. - Assign Connected Vehicle Service Processes to Catalog Categories
Group the service process products in your service catalog. Create catalog categories for service process products based on the service agent groups that the products are relevant for. Organize your service processes by assigning them to catalog categories. - Create a Connected Vehicle Eligibility Context Definition
Define the context structure that determines the eligibility of the service process product. Create a context definition where the nodes and attributes represent the information used to build and execute the qualification rules procedure. For example, to evaluate the eligibility of a service process based on product attributes, add the Product object as a node and its fields as attributes in the context definition. - Create a Connected Vehicle Eligibility Context Mapping
Map a context definition’s nodes and attributes to standard or custom objects and their fields. The mapping feeds data into the definition and this data is used by an expression set to evaluate the qualification of service process products. Map the nodes and attributes in the VehicleOwnerAgentContext definition to User and Account objects. - Create a Connected Vehicle Service Process Eligibility Decision Table
Use a decision table and a rule object to determine the qualification criteria for service process products. The decision table uses the attributes in a context definition as input and gives an output - Create Qualification Rules for the Connected Vehicle Service Processes
Control the visibility of service processes to your service agents by creating qualification rules. To create a qualification rule, define the input criteria that the service process product must meet to become visible. When a service process product meets the qualification criteria, service agents can launch the service process from the Action Launcher of a Vehicle record page. - Create a Qualification Rules Procedure for the Connected Vehicle Service Processes
A qualification rules procedure uses an expression set and a context definition to evaluate the qualification of a service process product. In the expression set version, when you design the expression set, use the decision table created for determining service process product eligibility as the lookup table. Use the context definition’s tags for nodes and attributes as the list variables in the expression set’s steps. - Modify the Action Launcher Properties for Connected Vehicle Service Processes
To show your users the qualified service process products on a Vehicle record, specify the service catalog and expression set names in the properties of the Action Launcher component. Your service agents can search and invoke service process products from the Action Launcher. The Action Launcher displays all service processes that are defined by using Service Process Studio and cataloged by using Product Catalog Management.