---
schema_version: "1"
id: 648bc70f9c47887f7a763ab03fef916c8d5b4a4a237daa9b72dbf5bf04f47219
title: Key Roles and Responsibilities in Automotive Cloud
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/auto_roles_responsibilities.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.auto_roles_responsibilities.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 68ce4ec20849392ee0ef887b41b829c20d0c048599482a0dfb21338407483283
description: Learn about the different user personas in a typical Automotive Cloud implementation. Use standard and custom permission sets to customize Automotive Cloud for your users’ needs.
products:
  - Automotive
release: "264"
---
# Key Roles and Responsibilities in Automotive Cloud

Learn about the different user personas in a typical Automotive Cloud implementation. Use standard and custom permission sets to customize Automotive Cloud for your users’ needs.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

## Typical Roles in Original Equipment Manufacturer (OEM) Implementations

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:66.66666666666666%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12069e69">Role</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12069e72">Responsibilities</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e69 ">Dealer Performance Manager or Dealer Principal</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e72 ">
              <p>Manages multiple dealers and tracks compliance and performance.</p>
              <p style="margin-bottom:0;">Dealer principals assess key performance metrics (KPIs) such as lead conversion rate, new
                vehicle sales, sales agreements compliance, age of inventory, and revenue margins. Based on
                the analysis, they can plan dealer visits, review incentive structures, organize
                salesperson trainings, and revise targets.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e69 ">Chief Experience Officer</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e72 ">
              <p>Improves dealer experience and increase customer loyalty.</p>
              <p style="margin-bottom:0;">Chief experience officers work closely with marketing teams to segment leads and create
                personalized journeys and offers, engage dealers with relevant and timely information about
                vehicles, and communicate critical recalls and service schedules.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e69 ">Customer Service Operations Manager</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e72 ">
              <p>Provides timely support to customers and dealers.</p>
              <p style="margin-bottom:0;">Service operations managers contextualize customer interactions based on information
                gathered from the vehicle console and service console. They can create action plans and
                follow up on interactions, cases, and milestones. </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e69 ">Territory Sales Manager</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e72 ">
              <p>Leads the sales team and ensure that company goals are met.</p>
              <p style="margin-bottom:0;">Territory sales managers, such as district sales managers, are responsible for planning
                the list of sales KPIs that help in evaluating dealer sales, conducting sales training, and
                setting up sales targets. They’re also involved in vehicle and spares forecasting and
                managing new programs for vehicles and spares.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e69 ">Technical Service Specialist</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e72 ">
              <p>Provides timely support to customers and dealers on how to effectively service and repair
                vehicles.</p>
              <p style="margin-bottom:0;">Technical service specialists analyze knowledge base information, checks the service
                history of a vehicle, and telematics information to plan repairs and scheduled maintenance.
                They’re also responsible for providing information on compatible parts and accessories for
                vehicles, and suggesting upgrades and replacements.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e69 ">Service Representative</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e72 ">
              <p>Manages communication with dealers and assist with product knowledge, procedures, and
                sales queries.</p>
              <p style="margin-bottom:0;">Service representatives manage incoming and outgoing communication with dealer
                representatives. They can resolve queries related to claims, vehicle deliveries, parts
                replenishment, or product knowledge. They also upsell products and plan visits to dealer
                locations to carry out audit tasks.</p>
            </td>

          </tr>
        </tbody>
      </table>

## Typical Roles in Dealer Implementations

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12069e191">Role</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12069e194">Responsibilities</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e191 ">Dealer Representative</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e194 ">
              <p>Tracks sales, inventory, and pipeline for a specific dealership.</p>
              <p style="margin-bottom:0;">Dealer representatives have visibility into vehicle inventory, leads, sales, service, and
                spare parts sales. They follow up on leads, organize test drives, book appointments for
                customers, and offer right vehicles to the right customers at the right time.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e191 ">Dealer Service Executive</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e194 ">
              <p>Offers in-depth advice on service and maintenance strategies to maximize customer
                retention and drive profitability.</p>
              <p style="margin-bottom:0;">Dealer service executives view service schedules that are shared by the OEM and by the
                customers. They procure parts and raise requests for product transfers from other
                dealerships to fulfill orders for delivery or installation. They also track warranties and
                come up with periodic plans for body work, cleaning, and maintenance.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e191 ">Financial Officer</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e194 ">
              <p>Maximizes portfolio and vehicle lifetime value by determining the next best action for a
                vehicle.</p>
              <p style="margin-bottom:0;">Financial officers are responsible for submitting proof-of-sales and retail delivery
                reports to the OEM. They also help with offering car financing to customers, extending
                service contracts, and analyzing rebates and incentives offered by the OEM.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e191 ">Service Agent</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e194 ">
              <p>Manages communication with customers in call centers and assist with their queries and
                complaints.</p>
              <p style="margin-bottom:0;">Service agents are the points of contact between customers and service technicians. They
                make informed recommendations to customers based on the vehicle history, previous cases,
                and parts requirements.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e191 ">Sales and Operations Manager</td>

            <td data-label="Responsibilities" class="slds-cell-wrap" style="vertical-align:top;" headers="d12069e194 ">
              <p>Monitors inventory and develop improvement plans for developmental efficiency.</p>
              <p style="margin-bottom:0;">Sales and operations managers find ways to increase collaboration between dealers and
                OEMs, and dealers and customers. They manage budgets and forecasts, perform quality
                controls and monitor production KPIs, and train and supervise staff.</p>
            </td>

          </tr>
        </tbody>
      </table>