---
schema_version: "1"
id: 3bc5cdc1093cb36e9f5c5734d7f0d1ae7aa52f1416f0851ea35e01b88953702b
title: Streamline Goodwill Repair Claims with a Prebuilt Service Process
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_auto_goodwill_repair_svc_proc.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_auto_goodwill_repair_svc_proc.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6290ed1b26a5eb06a9433bedc6cb6ba2d9723cc348cc440cfae8474d63962ab4
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Streamline Goodwill Repair Claims with a Prebuilt Service Process

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.