Internal Salesforce Solution Engineering enablement content — a product training walkthrough. Not a login page and not affiliated with or endorsed by Intel Corporation. No account credentials, payment details, or personal information are requested. Maintained by Kou (kou@salesforce.com).
Intel Warranty & Returns Training
The Return Journey.
End to End, Screen by Screen.
This walkthrough follows a warranty return from the customer portal through fraud and entitlement checks, agent adjudication, and automated order fulfillment — using live screens from the org.
1
Foundations of Warranty Management
20 minProducts. Warranty Terms. Customer Products. The records everything else hangs off.
Before any return can be adjudicated, the catalog and coverage data has to exist. This is the Warranty Lifecycle Management (WLM) foundation.
Outcome: Participants can name the five building blocks and explain how a claim traces back to a specific serialized unit and its coverage.
1
Products we sell
Every product belongs to a family and carries a unique code that links to SAP. Intel SKUs — Xeon, Gaudi, Arc, Core Ultra — are all loaded as Product2 records.
2
Warranty Terms — reusable coverage rules
Define how long and what is covered, and whether it's standard return (customer ships first) or advance replacement (new unit ships first). Different rules per region are allowed.
3
Connect warranty to products
By default warranty applies to a whole product family; specific products can override. A product can be covered by more than one warranty, and new products inherit automatically.
4
One unit, one owner
Every unit becomes a Customer Product (Asset) with a serial number, tied to a single customer for life. A Customer Warranty records the actual coverage dates used to confirm a claim.
Live OrgWarranty Terms catalog
2
The Consumer Portal
20 minOne portal for everyone. Self-service. Articles. Cases. Returns. AI assistant.
Built for direct-to-consumer customers, mobile-first, accessible, and available in 50+ languages. Guests browse and read help; registered customers manage products and returns.
Outcome: Participants can walk a customer from landing page to registered product view and describe the two access modes (guest vs authenticated).
1
Two modes, one portal
Guests can look up products and read help articles. Registered customers sign in with SSO, one-time code, or social login — a profile and permissions are created automatically on sign-up.
2
Help articles reduce calls
Reviewed and approved, translated into 50+ languages, shown right inside the return form, and used to ground the AI assistant. Typically resolves 40–60% of issues without a call.
3
Assets track every product a customer owns
Status badge (In Warranty / Expiring / Out of Warranty), product code, serial number, key dates, and a photo — with a one-click Start-a-return.
4
Multiple ways to register products
A guided form creates the Asset + AssetWarranty. Early registration can even earn bonus coverage months.
Live OrgIntel storefront — Shop Intel Products
3
Guided Return & Warranty Decision
15 minPick a product, describe the problem, upload proof — see the decision before submitting.
The return form is a guided flow with no surprises. The customer knows whether they're covered before they commit, and every return is tracked live afterward.
Outcome: Participants can complete a return submission and explain what the customer sees at each step.
1
Pick a registered product
The customer chooses from the Assets they own — no serial number typing, no lookups.
2
Describe the problem with a failure code
A standard failure code (for example "Drive not detected") classifies the issue for downstream diagnosis and reporting.
3
Upload proof of purchase
The receipt is attached to the claim and made available to fraud scoring and the reviewing agent.
4
See the warranty decision before submitting
The entitlement gate runs and shows Covered / Expired / Not Applicable up front. One claim per submission keeps tracking clean.
Track every return live: After submit, a status badge appears on every return. A pop-up shows shipping in and out, the linked support case stays visible, and advance-replacement payment holds are explained — all without leaving the page.
Live OrgMy RMAs — authenticated customer view (signed in as a registered Intel customer)
4
Three Checks, Then Action
25 minThe return triggers the workflow. Fraud, coverage, approval — then the warranty decides the path.
This is the heart of the demo. Each check logs its decision and the claim only moves forward when all three pass. Then the warranty term, not a human, sets the fulfillment path.
Goal: Participants can explain the three gates, the score bands, and how the exchange type determines what ships and when.
1
Check 1 — Fraud signals are scored
Separate user and item gates score velocity, reuse, receipt analysis, retailer, geography, date code, and capacity. Score below 30 auto-approves, 30–70 goes to review, above 70 auto-blocks.
2
Check 2 — Coverage is verified
The entitlement gate confirms the claim against the customer's warranty: Covered, Expired, No Warranty Applicable, or Pending Verification.
3
Check 3 — Approval, automatic or human
Low-risk covered claims flow straight through. Anything ambiguous lands in an agent's queue for a logged decision.
4
The warranty decides the path
Standard Exchange: customer ships first. Advance Exchange: new unit ships first (with a payment hold). Replace w/o Return: customer keeps the broken unit. Set automatically by the rule.
Payment hold explained: For advance returns a temporary hold — like a hotel deposit — is authorized but not charged. It's released when the broken unit comes back, and only charged if the deadline is missed. The policy is shown to the customer up front.
5
Agent Home & Triage
15 minThe agent's landing page — KPI tiles, status badges, two-column claim cards, one-click into the record.
Success Check: Each participant can locate a claim by customer or account, read its status badge, and open the full record.
1
Open the RMA Workspace app
Land on the RMA Portal home. Note the flexible KPI tiles at the top: Total RMAs, Submitted, Approved, Shipped.
2
Triage by status
Use the filter chips — All, Submitted, Under Review, Approved, Replacement Shipped, Closed — to focus the card grid.
3
Search by customer or account
Find a specific claim by RMA number, serial number, or product. Cards show product thumbnail, warranty date, and the recommended action (Replace / Deny).
4
Open the record or the side workspace
Click a card to open the full Claim record, or use the inline Approval Workspace on the right to work the queue without leaving home.
Live OrgClaim record — adjudication actions & fields
The dedicated review queue where ambiguous claims get a human decision.
Success Check: Each participant selects a claim, reads its fraud + entitlement verdicts, and completes an Approve or Reject decision.
1
Open Claims for Review
The queue lists Under Review claims oldest-first, with days-in-queue so nothing ages out silently. Red rows flag higher risk.
2
Select a claim to load the detail pane
The right pane shows Origin Channel, Request Country, User/Item Fraud Verdict, Entitlement Verdict, and the claim items — everything needed to decide, in one place.
3
Weigh the signals
An explainable single signal (e.g. registered-at-RMA-time on a 30-day-old purchase) may be fine; multiple flags or a repeat claimer are not.
4
Approve or Reject
Approve to trigger the Return Order + replacement Order chain. Reject to close it out. Either way the decision is logged against the claim.
Live OrgClaims for Review — queue with day-aging
When a claim escalates to a Case, the agent gets the customer's whole history inline.
Success Check: Participants can open a Case, read the Consumer 360 panel, and pivot from a Case to the underlying Asset or RMA.
1
Open a portal-origin Case
When a customer clicks "Request Review" on a denied return, the portal opens a Case linked to the claim — the customer always sees the case number.
2
Read the Consumer 360 panel
An inline card shows counts for Assets, Active Warranties, Registrations, Total RMAs, Open RMAs, and Other Cases — no tab-hopping.
3
Drill into the tabs
Switch between Assets, Registrations, RMAs, and Other Cases to see the products they own and their service history.
4
Decide and close the loop
Override the denial, stand by it with a public comment the customer sees, or resolve a payment hold — then close the Case.
Live OrgCase with Consumer 360 panel
8
Orders & Return Orders
20 minReplacements. Returns. Tracking. Closure. Two parcels, one view.
Success Check: Participants can trace an approved claim to its Return Order and replacement Order and explain what "done" means.
1
Return Order = inbound parcel
A standard Return Order, linked to the claim, moves Draft → Closed. Lines show expected, received, and rejected counts, with a shipping label from the carrier integration.
2
Order = replacement path
A standard Order typed Replacement, Refund, or Repair. On shipment a new Customer Product + warranty are created, unit price is $0 for warranty replacements, and the SAP document number is written back.
3
Two parcels, one timeline
Outbound (shipped → delivered) and inbound (label → received) render in a single view. Tracking is simulated today; production uses live carrier feeds that drive notifications.
4
Receive, inspect, release
On receipt (scan, manual, or middleware) inventory is adjusted, the payment hold is released, and the customer is notified automatically.
"Done" means all five: every Return Order received, every replacement Order delivered, every payment hold resolved, no open support case, and a resolved date stamped. Only then is the return truly closed.
9
Fraud, Scoring & AI
20 minScore + signals = decisions. AI recommends, people decide.
Outcome: Participants can read a fraud score and its signal breakdown, and explain where AI assists vs where a human stays in control.
1
Read the score and signal breakdown
An overall fraud score (0–100) with a signal panel: velocity, reuse, receipt analysis, retailer, geography, date code, capacity. Agents can Approve, Deny, or Request More Info.
2
Strong registration = easy returns
Registration-time flags — date-code mismatch, unauthorized retailer, future-dated proof, region mismatch — mean fewer surprises at RMA time. Approval creates the Customer Product + warranty.
3
Receipt scanning (ready)
The code path to scan and read receipts (OCR) supports Salesforce, Google, or AWS providers. The demo uses a fixed simulated result; a confidence score routes uncertain ones to a person.
4
AI recommends, people decide
The assistant pre-screens new claims, examines receipts for tampering, and suggests next actions on stuck claims — but never takes a financial action alone.
Three outcomes, by score: Path A — below 30: auto-approve. Path B — 30 to 70: human review. Path C — above 70: auto-block. Queues and deadlines (separate for Fraud, Coverage, Advance replacements) drive the service levels behind these paths.
10
Product & Warranty Administration
15 minLoad. Extend. Integrate. Secure. The four areas product admins own — no developer needed.
Behind the customer and agent experiences is a configurable admin layer: catalog, warranty terms, standard codes, and the retailer list, all loadable multiple ways and all audited.
Outcome: Participants can describe how new Intel products and warranty rules are added and kept in sync with SAP.
1
Four areas admins own
Product catalog, warranty terms, standard (ALM) codes, and the retailer list — all configurable declaratively.
2
Multiple ways to load data
Manual spot edits, bulk via data loader, or real-time from SAP through middleware. Excel-friendly importers preview rows, validate inline, and remember column mappings.
3
Connected, not locked in
Salesforce sits in the middle; MuleSoft handles the heavy lifting to SAP; open APIs on every record and event-driven updates keep systems in real-time sync.
4
Trust built into the platform
Encryption in transit and at rest, SSO + MFA, 99.9% uptime, audit trails, and SOC 2 / ISO 27001 / FedRAMP certifications — with Shield available for added security.
Add a product, end to end: Create the Product2 → add a WarrantyTerm → create the ProductWarrantyTerm link. Then submit an RMA against the new SKU and watch the entitlement gate find the coverage and approve — no code deployment involved.
From return to replacement.
Built for Intel teams.
Walkthrough complete: portal, adjudication, orders, fraud, and admin — every screen live from the org.
