Simplify the intake and fulfillment of recall inquiry service process requests by using a prebuilt screen flow. Customer support reps can efficiently verify an asset's recall status and assist customers in locating authorized dealers for booking appointments. Easily view the list of assets with an open recall for a customer account, and check its relevant details such as the associated product service campaign and the preferred partner. A case is created and automatically closed post fulfillment of the service process request and an email is sent to the customer with the relevant recall inquiry details.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions with Product Service Campaign Management, Unified Catalog, Industries Service Excellence, and Industries Field Service enabled.
Who: To use this feature, users need the Product Service Campaign, Industry Service Excellence, and Unified Catalog Admin permission sets.
How: On an Account page, initiate a recall inquiry request from the Action Launcher.