---
schema_version: "1"
id: 662df66c0e246ca0c1b02df8ba8bd674496bd2b09f89f9a3df91cf6cb5f86eb4
title: Work with the Service Console Components 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_service_excellence.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.auto_service_excellence.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 28603832a4377aa18f1968d3470d624a3c607e20060265a0350887dcd203acf6
description: 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.
products:
  - Automotive
release: "264"
---
# 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

<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>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-automotive-264-0-0-production-enus/55098325-b838-4fed-9e79-8cfa2d7b33a3/images/icon_note.png)

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:22.22222222222222%">
        <col style="width:27.555555555555557%">
        <col style="width:25.111111111111107%">
        <col style="width:25.111111111111107%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49171e72">Component</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49171e75">Use</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49171e78">Examples</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49171e81">Learn more</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e72 ">Identity Verification</td>

          <td data-label="Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e75 ">
            <p>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.</p>
            <p style="margin-bottom:0;">A preconfigured Verify Caller Identity for Automotive flow is available with Service
              Console for Automotive.</p>
          </td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e78 ">
            <ul>
              <li>When a customer calls to book a test drive, a CSR can verify their identity.</li>

              <li>When a representative from another dealership calls regarding a vehicle delivery, a CSR
                can verify their identity.</li>

            </ul>
          </td>

          <td data-label="Learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e81 ">
            <a href="https://help.salesforce.com/s/articleView?id=ind.fsc_identity_verification.htm&amp;type=5&amp;language=en_US" target="_blank">Protect the
              Identity of Your Manufacturing Customers</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e72 ">Audit Trail</td>

          <td data-label="Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e75 ">Examine customer identity verification records to ensure customer privacy and maintain
            audit compliance standards.</td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e78 ">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.</td>

          <td data-label="Learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e81 ">
            <a href="https://help.salesforce.com/s/articleView?id=ind.the_audit_trail_component.htm&amp;type=5&amp;language=en_US" target="_blank">The Audit Trail
              Component</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e72 ">Timeline</td>

          <td data-label="Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e75 ">
            <p>Get a chronological, interactive, and intuitive timeline of customer-related
              activities.</p>
            <p style="margin-bottom:0;">A preconfigured timeline of Engagement Interaction records on the Contact page is
              available with Service Console for Automotive.</p>
          </td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e78 ">
            <ul>
              <li>With a timeline of previous engagement interactions, a CSR can track previous
                conversations with the customer and gauge their sentiment across conversations.</li>

              <li>With a timeline of previous cases, a CSR can check previous customer requests and
                understand the customer’s query better.</li>

              <li>With a timeline of asset milestones, a CSR can view the past, current, and upcoming
                activities related to a vehicle or accessory.</li>

            </ul>
          </td>

          <td data-label="Learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e81 ">
            <a href="https://help.salesforce.com/s/articleView?id=ind.timeline.htm&amp;type=5&amp;language=en_US" target="_blank">Enhanced
              Timeline</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e72 ">Record Alerts</td>

          <td data-label="Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e75 ">Get actionable, relevant alerts for changes to records related to a customer.</td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e78 ">
            <p>A CSR gets these alerts.</p>
            <ul>
              <li>An info alert for the periodic maintenance of a vehicle</li>
              <li>A warning alert for an overdue service appointment</li>
              <li>An error alert for an expired engine insurance</li>
              <li>An info alert for an upcoming test drive</li>
              <li>A warning alert for a pending subscription renewal</li>
            </ul>
          </td>

          <td data-label="Learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e81 ">
            <a href="https://help.salesforce.com/s/articleView?id=ind.fsc_admin_record_alerts.htm&amp;type=5&amp;language=en_US" target="_blank">Record
              Alerts</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e72 ">Action Launcher</td>

          <td data-label="Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e75 ">Find and execute relevant actions to resolve a customer’s requests.</td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e78 ">
            <p>A CSR invokes an action to:</p>
            <ul>
              <li>Schedule a test drive</li>
              <li>Create a warranty claim</li>
              <li>Book a service appointment</li>
              <li>Provide roadside assistance</li>
              <li>Create a case</li>
            </ul>
          </td>

          <td data-label="Learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d49171e81 ">
            <a href="https://help.salesforce.com/s/articleView?id=ind.the_action_launcher_component.htm&amp;type=5&amp;language=en_US" target="_blank">The Action Launcher
              Component</a>
          </td>

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

#### See Also

- [_Salesforce Help_: Set Up Service Console for Automotive](https://help.salesforce.com/s/articleView?id=ind.auto_set_up_service_console.htm&release=264.0.0&type=5 "Customer service representatives can use Service Console for Automotive to get a holistic picture of customers and their activities, effectively address customer requests, and earn their trust. Refine each step of the service journey to perfection with Service Excellence components: Identity Verification, Timeline, Record Alerts, Action Launcher, and Audit Trail.")