The Service Console for Automotive comes preconfigured with the following Service
Excellence components: Identity Verification, Timeline, and Record Alerts. Service Excellence
components help original equipment manufacturers (OEMs) and dealer groups fine-tune every aspect
of the automotive service experience and help customer service representatives (CSRs) proactively
resolve queries. Service Excellence components can also be used outside the console such as a
timeline on Vehicle page.
Required Editions
| Available in: Enterprise, Unlimited, and Developer
Editions. |
The preconfigured components in the console can be customized further as per your business
needs. In addition, Service Excellence components can be configured individually and used with
different standard apps.
Here’s how different capabilities work in the Service Console for Automotive and as Service
Excellence components.
| Capability |
Included in the Service Console for Automotive? |
Is it a Service Excellence component? |
| Identity Verification |
YES
The console comes with a Verify Caller Identity for Automotive flow.
|
YES
You can use the preconfigured Verify Caller Identity for Automotive flow, the
preconfigured flow available with Industry Service Excellence, or create your own flow.
|
| Record Alerts |
YES
The console comes with a Record Alerts component.
|
YES
You can add the Record Alerts component to other pages such as Vehicle and configure
record alerts as per your business use.
|
| Timeline |
YES
The console comes with a Timeline component that shows engagement interaction records
related to a contact. You can create timelines that show other records for the console
too.
|
YES
You can configure a timeline to show any records and add the Timeline component to any
standard app page such as Vehicle.
|
| Audit Trail |
YES
|
YES
|
| Actions & Recommendations |
YES
The console comes with an Actions & Recommendations component. It lists and recommends
flows.
|
NO
|
| Action Launcher |
NO
If you’ve configured Action Launcher for your org, you can manually add the Action
Launcher component to the console page layout.
|
YES
You can add the Action Launcher component to any standard app. It lists Salesforce Flow,
OmniScripts, and Quick actions.
|
| Knowledge |
YES
The console comes with a Knowledge component.
|
NO
Knowledge is a standard platform capability.
|
