---
schema_version: "1"
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title: Prerequisites for Service Console for Automotive
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/auto_set_up_service_console_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.auto_set_up_service_console_considerations.htm&release=264.0.0&type=5
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content_type: documentation
content_hash: e82d5d2331fdf7811c07cbc49618c959976b8f74ffd7f07c008314d75a07a024
description: Review these prerequisites and considerations to set up and use Service Console for Automotive.
products:
  - Automotive
release: "264"
---
# Prerequisites for Service Console for Automotive

Review these prerequisites and considerations to set up and use Service Console for Automotive.

### 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>

## Timeline

- To use the Timeline component, enable Timeline in Setup.
- The console has a preconfigured Timeline component that shows the engagement interaction records for a contact.
- To create a custom timeline that shows other records, configure the Timeline component included with Service Excellence, and add the component to the Contact page. See [Create a Timeline Using Cases and Engagements](https://help.salesforce.com/s/articleView?id=ind.auto_timeline_engagements.htm&type=5&language=en_US).

## Record Alerts

- To view Record Alerts in the console, assign the Omnistudio Admin permission set to the users, and enable Standard Omnistudio Runtime on the Omnistudio Settings page in Setup.
- You must configure the record alerts as per your business needs. See [Configure Record Alerts for Automotive Cloud](https://help.salesforce.com/s/articleView?id=ind.auto_record_alerts_parent.htm&type=5&language=en_US).

## Vehicle, Case, and Order records

To view vehicle, case, order, or any other records related to a contact in the console, ensure that the relevant related lists are added to the Contact object page layout.

## Actions & Recommendations

You must configure actions as per your business needs. See [Create an Actions & Recommendations Deployment](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_deployment.htm&type=5&language=en_US).

## Identity Verification

- You can use the Verify Caller Identity for Automotive flow, the predefined flow available with Industry Service Excellence, or create your own flow. See [Identity Verification](https://help.salesforce.com/s/articleView?id=ind.fsc_identity_verification.htm&type=5&language=en_US).
- To view a contact’s information in the console, you can create an engagement interaction record and verify the customer’s identity with the Identity Verification flow. To direct you to the console page for the contact, the Initiating Attendee of the engagement interaction record must be a contact for the preconfigured Identity Verification flows.

## Engagement Interaction

To integrate computer-telephony with the Service Console for Automotive, configure computer-telephony integration (CTI) systems. You can set up a softphone using Service Cloud’s CTI integration, and the identity verification flow and the engagement data model work seamlessly with Service Cloud’s CTI process. Then, use the Engagement Connect APIs to configure the link between the softphone and an Engagement Interaction record. This ensures that an Engagement Interaction record is automatically created when an inbound call comes in.

To configure CTI, see [Salesforce Open CTI](https://help.salesforce.com/s/articleView?id=service.cloud_cti_api_overview.htm&type=5&language=en_US).

To use the Connect APIs, see [Engagement Connect APIs](https://developer.salesforce.com/docs/atlas.en-us.industries_reference.meta/industries_reference/engagement_connect_apis.htm).

You can also configure Salesforce Voice for partner telephony(BYOT) to set up a similar call center experience. To configure BYOT, see [Set Up Salesforce Voice with Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup.htm&type=5&language=en_US).

#### See Also

- [_Salesforce Help_: Enhance the Service Journey of Dealers and Customers](https://help.salesforce.com/s/articleView?id=ind.auto_service_parent.htm&release=264.0.0&type=5 "Automotive Cloud helps original equipment manufacturers (OEMs) nurture long-term relationships with stakeholders, and grow customer and dealer loyalty and lifetime value. Use Service Console for Automotive to deliver meaningful, intelligent, and personalized service interactions from a single page. Enhance the productivity of customer service representatives and service agents, and enable them to deliver excellent service with Service Excellence components.")