Simplify the intake and fulfillment of goodwill repair requests by using an omni-based, prebuilt service process, improving customer experience and reducing costs. Dealers or original equipment manufacturers can use the Goodwill Repair service process to easily select vehicles or assets for a customer, review the existing warranty coverage details, select a work order, and add comments related to those work orders to be used for addressing the goodwill request. A case is created with the request details for the dealer, where they can view past work orders of a customer, determine the goodwill contribution percentages to be applied to line items, and provide reasoning for their decisions. Once a claim is raised, the claim amounts and payment detail records are updated automatically. An email is sent to the customer with the relevant details, improving service efficiency.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions with Automotive, Industry Service Excellence, Omnistudio Runtime, Unified Catalog, and Warranty Lifecycle Management enabled.
Who: To use this feature, users need the Automotive Foundation User, Industry Service Excellence, Omnistudio Admin or Omnistudio User, Unified Catalog Admin, and Warranty Lifecycle Management permission sets.
How: On an Account page, initiate a Goodwill Repair request from the Action Launcher. Users can also launch the service process from an Experience Cloud site.