Set up service processes for managing product service campaigns such as recalls.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions |
- Recall Inquiry
Check an asset's recall status and assist customers in locating authorized dealers for the next steps of service. View the list of assets with an open recall for an account. Select a product service campaign and a relevant preferred partner. A case is created post submission of the service process request and automatically fulfilled. An email is sent to the account with details of the authorized dealer that the customer can get in touch with to proceed with recall execution. - Recall Service Appointment Scheduling
Help customers book a service appointment with an authorized dealer for their assets affected by an open recall campaign. Customer support reps can efficiently launch a guided intake flow from an account record to review related assets, product service campaigns, and service territories to create a case and service catalog request. The case is closed automatically and the customer is notified by email when the record-triggered orchestration completes fulfillment by guiding the rep through partner, work type, service resource, and time-slot selection to schedule the service appointment.