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Work with the Service Console Components in Automotive Cloud

Original equipment manufacturers (OEMs) can create a seamless, relationship-centric service experience for dealers and end-customers with Service Excellence components. Use Service Excellence components in Automotive Cloud to verify the identity of customers or their authorized representatives, view customer-related activity on a timeline, get alerted about critical record changes, and execute service actions quickly.

Required Editions

Available in: Enterprise, Unlimited, and Developer Editions.
Note
Note Service Excellence components have some preconfigured capabilities and they can be customized to work with standard apps based on your business needs. CSRs can also use Service Console for Automotive, which ties together Service Excellence components and other useful components on a single pane.

Lear more about the Service Excellence components available with Automotive Cloud.

Component Use Examples Learn more
Identity Verification

Verify the identity of a customer or their authorized representative and protect their personally identifiable information and prevent its unauthorized use. To verify a customer’s identity, an Identity Verification flow helps you locate a caller in the customer database and gives you preset questions to ask customers.

A preconfigured Verify Caller Identity for Automotive flow is available with Service Console for Automotive.
  • When a customer calls to book a test drive, a CSR can verify their identity.
  • When a representative from another dealership calls regarding a vehicle delivery, a CSR can verify their identity.
 Protect the Identity of Your Manufacturing Customers
Audit Trail Examine customer identity verification records to ensure customer privacy and maintain audit compliance standards. If there’s a potential breach of customer information or possible identity fraud, a CSR can use Audit Trail to inspect identity verification records and detect the breach. The Audit Trail Component
Timeline

Get a chronological, interactive, and intuitive timeline of customer-related activities.

A preconfigured timeline of Engagement Interaction records on the Contact page is available with Service Console for Automotive.
  • With a timeline of previous engagement interactions, a CSR can track previous conversations with the customer and gauge their sentiment across conversations.
  • With a timeline of previous cases, a CSR can check previous customer requests and understand the customer’s query better.
  • With a timeline of asset milestones, a CSR can view the past, current, and upcoming activities related to a vehicle or accessory.
 Enhanced Timeline
Record Alerts Get actionable, relevant alerts for changes to records related to a customer.

A CSR gets these alerts.

  • An info alert for the periodic maintenance of a vehicle
  • A warning alert for an overdue service appointment
  • An error alert for an expired engine insurance
  • An info alert for an upcoming test drive
  • A warning alert for a pending subscription renewal
 Record Alerts
Action Launcher Find and execute relevant actions to resolve a customer’s requests.

A CSR invokes an action to:

  • Schedule a test drive
  • Create a warranty claim
  • Book a service appointment
  • Provide roadside assistance
  • Create a case
 The Action Launcher Component

See Also