You can set up and customize the Industries Common Features as per your business needs.
Here are the Industries Common Features that are available as part of Communications Cloud.
| Feature | Description | More Information |
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| Advanced Program Management | Simplify and modernize the routine tasks that organizations, service and support agencies, institutions, and departments do, to foster safe, healthy, and prosperous communities. |
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| Action Launcher | Help your agents launch actions readily from the console and complete their tasks. |
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| Action Plans | Use templates to capture repeatable tasks and other necessary items for completing business processes. |
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| Actionable Relationship Center (ARC) | View your customers' relationships in an easy-to-navigate graph. |
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| Audit Trail | Monitor and analyze customers’ secondary identity verification audit records to detect potential cases of compliance fraud and identity breach. |
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| Business Rules Engine | Use Business Rules Engine to build powerful, scalable lookups and calculations to automate complex decisions |
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| Care Plans | Design care plans to help individuals in your community overcome challenges and accomplish life goals. These plans contain goals to help individuals meet a milestone or outcome, and benefits and tasks that help them get there. |
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| Case Referrals | Help deliver support services and social and educational programs to individuals by fielding requests for referrals. Gather essential client data to efficiently match individuals with the appropriate programs and services. |
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| Complaints Management | Document and track any reported concerns regarding an individual's personal health, safety, behavior, or overall well-being to promote and sustain healthy communities. |
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| Compliant Data Sharing | Easily manage and track which data is shared with specific parties, without writing complex code. Advanced data sharing rules improve your compliance with regulations and company policies. |
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| Decision Explainer | Get insights into why a business rule generated a specific result. This component is native to Communications Cloud on Salesforce Platform only. |
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| Discovery Framework | Enable your users to create digital forms to collect and validate data efficiently. | |
| Document Checklist Items | Track and approve documents submitted by customers. Action Plans use these Document Checklist Items. |
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| Dynamic Assessments | Offer your users a flexible, streamlined, and responsive method for capturing necessary information during onsite or virtual inspections, investigations, and evaluations. |
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| Engagement | Record customer interactions using the Engagement data model. |
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| Group Membership and Households | Effectively manage and structure the connections between individuals and businesses. |
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| Identity Verification | Help your service agents verify the identity of a customer before sharing any sensitive information with them. |
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| Interaction Summaries | Capture comprehensive meeting notes, noting their confidentiality level, and clearly define action items or next steps. To ensure compliance, restrict the sharing of confidential notes exclusively to appropriate stakeholders. |
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| Interest Tags | Capture customer, client, or constituent needs, interests, and prospecting opportunities on Salesforce records. Having interests in mind during interactions helps deepen relationships. |
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| Outcome Management | Define, measure, and evaluate the impact of your programs and initiatives in one place. |
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| Record Alerts | With Record Alerts, retrieve alerts on the Communications Service Console. |
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| Rollup | Aggregate records from diverse objects or groups efficiently. |
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| Stage Management | Make complex workflows easier to manage, see, and control. | Learn more about Stage Management |
| Timeline | Enable agents to make visual sense of data by presenting it as a sequence of events over time. |