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Subagent: Automotive Payment Deferral

Customer support reps, account managers, and financial advisors can use the Automotive Payment Deferral subagent to defer recurring loan or lease payments on behalf of customers. Agentforce helps to capture the new terms for the loan or lease payments and check a customer’s eligibility for the deferral request. If eligible, a case is created for the request based on the new terms after the customer gives their consent.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Automotive add-on or included in Agentforce 1 Automotive Edition. Requires each user to have the Agentforce for Automotive add-on to access the action.

Subagent Details

API Name AutomotivePaymentDeferral
Included Agent Actions
Required Setup Set Up Agentforce for Asset Finance Management

Examples of Utterances That Trigger This Subagent

  • “Defer the payment on Neogen's loan account”
Example
Example Here’s how representatives at captive finance companies can assist their customers to defer loan or lease payments by using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged

Initiate a payment deferral for a customer account from the relevant account record page by providing any of these inputs.

  • Account name
  • Account email
  • Account phone number
 "Please defer the payment on Acme's loan account" The agent identifies and presents the details of the customer account record and asks for confirmation. Query Records
Confirm the customer account record. "Confirm Account" The agent shows a list of associated financial accounts for user selection. Get Automotive Financial Accounts for Service Processes

Select the relevant financial account.

Note
Note You can also enter the financial account number, the vehicle identification number, or the vehicle registration number to filter the agent response.
 "The financial account with the financial account number FA-80001" The agent asks for the deferral reason and shows a list of common reasons.
Provide the deferral reason. "Impacted by a natural disaster"
  • The agent checks the customer's eligibility for a payment deferral and presents the status.
  • If the customer is eligible, the agent shows the new payment terms after deferral and asks for confirmation.
 Get Updated Terms for Payment Deferral
Confirm the new terms after the eligibility check to create a case. "Confirm new terms"

The agent creates a case record based on the new terms and presents the details.

Note
Note An email is sent to the customer with the case reference number and the modified payment details.
 Create Payment Deferral Case

An email is sent to the customer once the request is processed and the case is closed.