Warranty claim capture and adjudication
Key Takeaway
Build a warranty claim from broad to detailed. Create one Claim Item per defective asset, one Claim Coverage per causal part, and one Claim Coverage Payment Detail per expense, labor service, or replaced part. Adjudicators approve amounts by editing the Adjusted Amount on each Claim Coverage Payment Detail.
In Agentforce Manufacturing, a warranty claim is a request from a partner, dealer, or distributor. The request asks the manufacturer to repair, replace, or refund a defective asset. Warranty Lifecycle Management captures each claim as a set of related records. Warranty claim adjudicators then decide the approved amount. They decide it either by hand on a preconfigured Claim record page, or automatically with Flow Builder, Business Rules Engine, and Context Service.
The five claim objects
Warranty Lifecycle Management builds a claim from five objects that go from broad to detailed: Claim, Claim Item, Claim Coverage, Claim Coverage Payment Detail, and Claim Participant. Detailed claims let adjudicators investigate defects and verify coverage and expenses quickly. Detailed claims also avoid follow-ups for missing information.
| Object | One record represents | Holds |
|---|---|---|
| Claim | The claim as a whole | High-level facts, such as status, type, reason, and account |
| Claim Item | One defective asset on the claim | Asset usage, fault date, repair date |
| Claim Coverage | One causal part inside a defective asset | Fault code, related asset warranty, coverage type |
| Claim Coverage Payment Detail | One expense, labor service, or replaced part used to fix one causal part | Charge type, charge type code, replacement part, quantity, Claimed Amount, Adjusted Amount |
| Claim Participant | One stakeholder tied to the claim | Account, contact, role |
A single claim can cover several defective assets, so create one Claim Item per asset. One asset can have several causal parts, so create one Claim Coverage for each part that needs repair or replacement. Each Claim Coverage links to both the Claim and the Claim Item. For each causal part, add one Claim Coverage Payment Detail for every expense, labor service, or replaced part used to fix it. Examples of charge types on a payment detail are Labor, Replaced Part, and Other.
Fault data is split across two objects. The fault date sits on Claim Item, which describes the defective asset. The fault code sits on Claim Coverage, which describes the causal part.
Claim Participant records tie stakeholders to a claim, such as an end customer, a dealer representative, or a service technician. Each participant has an account, a contact, and a role. Adjudicators use these records to contact the right person for more information or clarification.
Kenji works at Northgate Equipment, a dealer that services industrial air compressors. He repaired two compressors under warranty. The first had a failed motor bearing and a cracked seal. The second had a faulty pressure valve. Kenji creates one Claim for the job. Under the Claim, he creates two Claim Item records, one per compressor, each with its own fault date and repair date. Next he creates three Claim Coverage records: one for the bearing, one for the seal, and one for the valve. Each Claim Coverage has its own fault code and links to the Claim and to the Claim Item for its compressor. For the bearing, he adds two Claim Coverage Payment Detail records: one with charge type Labor for the repair work, and one with charge type Replaced Part for the new bearing. He adds payment details for the seal and the valve the same way. Last, he adds Claim Participant records for the compressor owner and for the technician who did the work.