Meet Key Automotive Stakeholders

Learning Objectives

After completing this unit, you’ll be able to:

• Define the types of participants that you can model in Automotive Cloud.
  
• Describe how to represent service technicians and branch members in Automotive Cloud.
  

All Participants Assemble

In the automotive industry, participants can be a group or an individual directly or indirectly related to a vehicle. Model multiple participants for a single asset, a fleet of vehicles, or for a claim submitted for vehicle repairs by using the Automotive Cloud data model.

Asset Account Participants

Neo Motors tracks all accounts linked to an asset—including vehicles, parts, and accessories—throughout the account lifecycle. Using an asset account participant, you can monitor the account's role and the duration of its relationship with the asset.

This example screen shows the Delta Autoservice account as a participant for the Mirage Kaizen AMT VXi Silver asset.

[Alt text: An example of an asset account participant record.]

Here are the asset account participants related to a Mirage Kaizen AMT VXi Silver vehicle.

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Neo Motors can track many other stakeholders for this asset, such as ‌telematics providers, subscription-management companies, third-party vehicle repair shops, and customer groups or households.

Asset Contact Participants

Neo Motors also wants to track all contacts associated with the asset during the asset’s lifecycle. For each asset contact participant, they can track the effective duration of the relationship between the contact and the asset, as well as the role of the participating contact.

This example screen shows the contact John Abraham, a participant for the Mirage Kaizen AMT VXi Silver asset, who is a Service Manager.

[Alt text: An example of an asset contact participant record.]

Here are a few more asset contact participants related to a Mirage Kaizen AMT VXi Silver vehicle

And that’s not all. Neo Motors can track the customer service representatives at Dream Dealers who helped customers with vehicle issues, nominees for vehicle lease or loan applications, and more.

Fleet Participants

In Automotive Cloud, you can track fleets of vehicles to monitor their health and usage. Neo Motors has modeled fleets and their related assets for all commercial and executive purposes. Next, they want to capture the different types of stakeholders related to a fleet.

This example screen shows a fleet participant record for an operations manager related to the Dream Employee fleet.

The table shows some more fleet participants.

You can associate an account, a contact, or even an internal user to a fleet.

Claim Participants

When dealers submit claims for vehicle repairs or parts replacements, they can create claim participant records to capture information about the people involved. During claim review and approval, claim adjudicators at Neo Motors use this feature to obtain clarifications or information from claim participants. You can associate an account, a contact, or both as participants to a claim.

As shown in the example screen, a driver in the Mukkarala household is a claim participant.

Let’s look at a few claim participants associated with a claim submitted by Dream Dealers for large-scale repairs and replacements of a vehicle involved in an accident.

Neo Motors has modeled all critical stakeholders who are involved in a vehicle’s or a customer’s lifecycle.

Internal Stakeholders

Automotive Cloud not only helps Neo Motors run its business efficiently but also supports internal stakeholder modeling for a better organization.

Now, explore the key records Neo Motors uses to represent employees in the company or at dealerships.

Service Agents and Technicians

Service agents and technicians are key internal stakeholders, which you can model as service resources in Automotive Cloud. These people are instrumental during service appointments for vehicle repairs and checkups, and during test-drive appointments. Neo Motors uses service resources to model all service reps and technicians at their own service centers and showrooms, plus those in different dealer service territories. Dealerships can create their own service resources using the Experience Cloud portal.

Territory managers define the skills of individual service resources by matching them up with the right work types, setting their operating hours, and more.

Branch Unit Business Members

A useful way of grouping employees at Neo Motors is by creating branch units and associating multiple members to each unit. Neo Motors has created branch units to represent all of its offices distributed across the globe. Neo can assign all users to their relevant offices. Companies can also create branch units to model different departments such as marketing, manufacturing, shipping, and finance.

To start their work day, branch unit members open the Automotive app and use the branch picker to choose the branch they’re operating out of. The accounts, contacts, and leads they create or update during the day are automatically assigned to their branch. This is super helpful when employees and executives work from offices other than their designated office. Moreover, the branch picker comes in handy when people change departments.

In the next unit, you shift your focus to households and groups.

Resources

• Salesforce Help: Create Asset Account Participants in Automotive Cloud
• Salesforce Help: Create Asset Contact Participants in Automotive Cloud
• Salesforce Help: Claim Participants in Automotive Cloud
• Salesforce Help: Add Participants to a Fleet in Automotive Cloud
• Salesforce Help: Set Up User and Asset Service Resources in Automotive Cloud
• Salesforce Help: Create Branch Units and Branch Unit Business Members in Automotive Cloud