Recall Service Appointment Scheduling

Permissions and Features

1. Enable these features.
   1. Setup> Feature Settings> Automotive (For enabling this feature in the Automotive Cloud)
   2. Setup> Feature Settings> Asset Service Lifecycle Management Settings> Enable Asset Service Lifecycle Management> Product Service Campaign Management
   3. Setup> Feature Settings> Context Service> Context Service Settings> Context Definitions
2. Assign these permission sets to users.
   1. Automotive Foundation User
   2. Product Service Campaign
   3. Industry Service Excellence
   4. Unified Catalog Admin
   5. Context Service Admin
   6. Context Service Runtime

Update Field Level Security

1. In Setup, in the Quick Find box, enter Profiles, then click Profiles.
2. Click on the relevant profile.
3. In Field-Level Security, click View for the Case object.
4. Click Edit.
5. Select Read Access and Edit Access for the Asset field.
6. Save your changes.
7. Similarly, update the field-level security for the Business Hours and Case Source fields on the Case object, and the Is Recall Open field on the Asset object.

Enable the Is Recall Open Field

1. In Setup click Object Manager.
2. In the search box, enter and select Asset.
3. Click Page Layouts and select Asset Layout.
4. In the Quick Find box, enter Is Recall Open.
5. Drag the Is Recall Open field to the Information pane.
6. Save your changes.

Update the Header Image for your Service Process

1. Optionally, in Setup, in the Quick Find box, search for Flows, and then click Flows.
2. Open the Send Email for Service Process flow and click Save As New Version.
3. Enter a flow label and API name.
4. In the Toolbox panel, select the HeaderImageUrl variable.
5. In the Value field, paste the link of the header image required for your org.
6. Click Done.
7. Save your changes.
8. Activate the flow.

Install and Deploy the Unified Catalog template for Recall Service Appointment Scheduling

1. From App Launcher, search and select Unified Catalog.
2. Go to the Home tab.
3. Click Templates.
4. Search for and select Recall Service Appointment Scheduling.
5. Install the template.
   A Product2 record is created. Copy the ID of the Product2 record from the URL. For example, 01tLT00000Avq2XYAR

Update the Service Process Product ID in the Flow Orchestrator

Deploy the Unified Catalog Template for Recall Service Appointment Scheduling

1. From App Launcher, search for and select Unified Catalog.
2. Go to the Home tab.
3. Click Templates.
4. Search for and select Recall Service Appointment Scheduling.
5. Click Install.
6. In Unified Catalog, in the left panel, select Catalogs.
7. In the top right corner of the Catalogs list view page, click New Catalog.
8. Under Information, enter the catalog’s name and description.
9. Enter other relevant details.
10. Save your changes.
11. Click New Category.
12. Enter a name and other relevant details.
13. Save your changes.
14. Click Existing Products and Services.
15. Select Recall Service Appointment Scheduling.
16. Save your changes.
17. Activate the installed service process.

Activate the Unified Catalog template for Recall Service Appointment Scheduling

1. From App Launcher, search for and select Unified Catalog.
2. From the navigation menu, select Service Processes.
3. Open Recall Service Appointment Scheduling.
4. Click Next and attach the cloned flow orchestrator in the Fulfillment Flow tab.
5. Save your changes.
6. Click Activate.

Add the Action Launcher component to the Account Page

1. Create a quick action for the flow.
   1. From Setup, go to object manager.
   2. Open the Account object.
   3. Click Buttons, Links or Actions.
   4. Click New Action.
   5. For Action Type, select Flow.
   6. For Flow, select Create Recall Service Appointment Case.
   7. Enter a name and label.
   8. Save your changes.
2. Create an action launcher deployment.
   1. From Setup, in the Quick Find box, enter Action Launcher, and then select Deployments.
   2. If you can't see Action Launcher, contact your Salesforce admin to get the Industries Service Excellence permission set.
   3. Click New Deployment.
   4. Click Next.
   5. Enter a label and an API name for the deployment.
   6. In Guidance to Show, select Buttons, flows, links, and quick actions.
   7. Click Next.
   8. Move Account from Available Objects to Selected Objects.
   9. Click Next.
   10. In Select actions to add, select the Create Recall Service Appointment Case action created above.
   11. Click Next.
   12. Save your changes.

Additional Set Up for Standard Users

1. Make sure Public Read only sharing settings are enabled for the Product2, Catalog, Product Configuration Flow, Product Configuration Flow Parameter, Product Component Group, Product Component Group Override, Product Related Component Override, and Product Configuration Section objects for a standard user using the service process.
2. Enable administrative permission for a standard user to install the service process template.
   1. In Setup, from the quick find box, search for and select Profiles.
   2. Go to the Standard User profile and clone it.
   3. Click Edit on the cloned profile.
   4. Under the Administrative Permissions section, select Access to manage the template framework apps.
   5. Save your changes and assign this profile to the relevant user.
3. Update the field-level security for the Business Hours on the Case object for your standard user.

Submit a Recall Service Appointment Scheduling Request

1. On the customer’s Account record page, in Action Launcher, select the action for Recall Service Appointment Scheduling.
2. Select a contact.
3. Click Next.
4. Select an asset with an open recall.
5. Click Next.
6. Select a product service campaign.
7. Click Next.
8. Review the existing service appointments for the asset.
9. Click Next.
10. Select a service territory.
11. Click Next.
12. Enter your preferred date and time for the appointment. Add any notes for reference.
13. Click Next.
14. A case is created for the service process request.
15. Click Finish.