Account Forecasting and Advanced Account Forecasting Comparison: Compare Account Forecasting and Advanced Account Forecasting to make an informed decision about the feature you want to use for account forecast calculations in your org. We recommend that you enable only one of these features in your org based on your decision.
Create Sharing Rules for Advanced Account Forecasting: Define sharing rules to give users, such as regional managers and account managers, access to Advanced Account Forecast Set Use and forecast fact records. Sharing rules extend your organization-wide default settings. You can create rules based on the record owner or other criteria.
Example: Add the Location Dimension for Account Forecasts: You can customize the default forecast set and out-of-the-box Data Processing Engine templates by adding additional dimensions, measures, and filters. This example shows how to add a dimension called Location and customize the out-of-the-box Generate Account Forecast Data Processing Engine definition to generate account forecasts.
Manage Your Forecast Fact Object for Advanced Account Forecasting: A forecast fact object stores generated forecast values, such as forecast revenue and quantity. Each forecast fact record represents a set of forecast values for a combination of dimensions and a forecast set. The fields in a forecast fact object represent dimensions, such as account and product, and measures, such as opportunity quantity and forecasted revenue. The records in a forecast fact object are updated based on forecast set configurations whenever the forecast data calculations happen. Advanced Account Forecasting includes a predefined forecast fact object called Advanced Account Forecast Fact. To meet your business needs, you can add fields to the Advanced Account Forecast Fact object or create a custom forecast fact object.
Advanced Account Forecasting Setup: Set up and configure Advanced Account Forecasting to generate multi-horizon forecasts for manufacturing business processes. Configure the Advanced Account Forecasting and its related features, and configure their permission and security settings. Create a forecast set for each business area that requires forecasts, such as product category sales across territories, spare part revenue across service territories, inventory stocks across warehouses, and asset lifetime value across accounts. Define critical forecast configurations, such as measures, dimensions, duration, and adjustment periods. Use the Data Processing Engine to orchestrate forecast calculations based on multiple data sources.
Define Custom Fiscal Years for Advanced Account Forecasting: If your fiscal year follows a different structure from the Gregorian calendar, you can define a custom fiscal year. You can calculate, roll over, and show forecasts based on custom fiscal years. You must define a custom fiscal year if you want to use the weekly forecast frequency.
Define a Dimension Source for Advanced Account Forecasting: Dimensions are qualitative attributes, such as product, region, customer segment, business unit, and inventory location, that group forecast data. In Advanced Account Forecasting, dimensions segment the forecasts that appear in the forecasts table. When you configure a forecast set, you can select the dimensions to be used in forecast set. To choose dimensions for a forecast set, first, you must define the source objects for the dimensions. For example, you can define Category as the source object for the product category dimension.
Data Processing Engine for Advanced Account Forecast Calculations: Advanced Account Forecasting uses Data Processing Engine to filter and aggregate data from orders, opportunities, sales agreements, location, product category, and custom objects. You can activate the out-of-the-box data processing engine jobs, or create and run your own by using existing templates.
Data Processing Engine Templates for Advanced Account Forecasting: Use the data processing engine templates for Advanced Account Forecasting to generate, regenerate, recalculate, or roll over forecasts. Clone and use the default templates, or customize them to suit your needs. Customize these templates to include custom dimensions, such as region, or custom measures such as quarter-on-quarter revenue growth. You can also modify the calculation logic for existing measures.
Set Field-Level Security for Advanced Account Forecasting: To differentiate the forecast data that various users can view, configure the field-level security for the Advanced Account Forecast Set Use object and the forecast fact object.
Create and Configure Forecast Sets for Advanced Account Forecasting: A forecast set represents a set of configurations for forecasts for a particular business objective. These configurations include forecast dimensions, measures, adjustment periods, calculation methods, and calculation frequencies. Forecast sets can vary based on business units, locations, product lines, or other factors. For example, a company can have two forecast sets: one on the sales demand forecasts for the Hammer product in Japan ship-to location and another for service revenue forecasts for the Forklift product family in the France location.
Example: Generate Forecasts Across Multiple Regions with Advanced Account Forecasting: You can use the Advanced Account Forecasting feature to configure forecasts according to your business needs. To explain the flexibility that Advanced Account Forecasting offers, let’s consider the example of a business conglomerate spread across multiple regions. The company has a distributed account forecasting model where each region creates and maintains forecasts according to their business needs.
How Advanced Account Forecasting Works: Advanced Account Forecasting helps manufacturers generate and manage forecasts tailored to specific objectives. It links forecast sets, which include configurations such as dimensions, measures, and period groups, to forecast contexts, such as accounts or locations. The tool supports forecast configurations based on each unique business scenario.
Migrate from Account Forecasting to Advanced Account Forecasting: You can use Advanced Account Forecasting to generate forecasts based on opportunities, orders, sales agreements, historical orders, and any other custom measures considering all aspects of business from Salesforce and beyond. If you’re an existing customer using Account Forecasting, follow these steps to migrate to Advanced Account Forecasting.
Create Holistic, Multi-Enterprise Forecasts with Advanced Account Forecasting: Generate comprehensive, multi-horizon forecasts for sales, operations, inventory, service, and other aspects of your business. Tailor your forecasting configurations to your objectives to generate accurate, relevant forecasts. Generate forecasts based on the data sources of your choice, such as opportunities, orders, and sales agreements, and define sophisticated calculation logic. Help different teams collaborate on forecasts and fine-tune forecasts.
Define a Period Group for Advanced Account Forecasting: Period groups define the duration and the number of periods for which forecasts are generated and displayed. The duration of a period can be a week, a month, a quarter, or a year. You can specify the number of periods before or after the current period for which forecasts are generated. When you configure a forecast set, you select a period group to define the duration of the forecasts associated with that forecast set. You can use a period group in multiple forecast sets.
Permissions for Advanced Account Forecasting: Assign permission sets to internal users and partners based on their required level of access to Advanced Account Forecasting and related features. Control access to the Mass Update and Import CSV buttons for Advanced Account Forecasting for your users by using permission sets. Before you assign permission sets, ensure that Advanced Account Forecasting and Data Pipelines are enabled.
Create Triggers for Advanced Account Forecasting Calculations: If you’re using custom advanced account forecast fact objects for your forecasts, you can create triggers to calculate forecasts for your accounts instead of using the CalculateAdvancedForecast invocable action in the flow. A trigger is Apex code that executes before or after specific data manipulation language (DML) events occur, such as before object records are inserted into the database, or after records have been deleted.
Example: Analyze Product Cost and Profit Margins with Advanced Account Forecasting and Data Processing Engine: A company wants to analyze the cost and profit margins of their products using account forecasts. However, the predefined measures available with Advanced Account Forecast Fact only help account managers view quantity and revenue-based metrics for their products from orders, opportunities, and sales agreements. Demand planners typically look at the cost of a product across accounts and also the profit margins for a specific account-product combination. Having visibility into the revenue and profit margins for future periods helps them plan their costing and discounting strategies for all accounts. In this example, we’ll see how you can add new measures for advanced account forecasts and use the Data Processing Engine to calculate the values for these custom measures.
Customize the Generate Account Forecast Template: Clone and customize the predefined Data Processing Engine templates available with Advanced Account Forecasting to generate, calculate, rollover, and regenerate forecasts with the new revenue measures. The cloned definitions must be activated after you make the required changes and the definitions are selected for use in the forecast set. You can run the definitions periodically through scheduled flows for all or selected accounts.
Edit Opportunity Line Item Nodes: To ensure that the fixed cost and variable cost of all products are included in Data Processing Engine calculations, update all nodes originating from Opportunity Line Item.
Edit Sales Agreement Product Schedule Nodes: To ensure that the fixed cost and variable cost of all products are included in Data Processing Engine calculations, update all nodes originating from Sales Agreement Product Schedule.
Write Back Revenue Measure Values: To write back data for the custom revenue measures that demand planners want to view on the forecast grid, update the appropriate nodes. The data is written back to the Advanced Account Forecast Fact object.
Add Revenue Measures to a Forecast Set: Define the new cost and profit-based revenue measures in the forecast set that determines the forecast display for accounts. When specifying forecast measures, you can select the measure type, aggregation type, and calculation method.
Create Custom Fields to Capture Cost and Profit Metrics: To capture fixed cost and variable cost details, create custom fields on Price Book Entry. Then add those custom fields on the Advanced Account Forecast Fact object so that the data can be written back for each period by the Data Processing Engine job. Additionally, you can add custom fields for other measures that demand planners want to view on the forecast display.
Advanced Account Forecasts Tracking and Adjustment: Track advanced account forecasts to make informed decisions, draw easy comparisons between data points, and monitor key metrics over time. Adjust individual or multiple forecast values simultaneously, based on industry trends, business planning, and other factors. Filter forecasts to concentrate on the relevant data and easily identify patterns.
Filter Advanced Account Forecasts: Declutter your advanced account forecast data to focus on the key forecasts. Filter your forecast data by dimensions and time periods by using standard filters. You can also filter your data by the list views on the Advanced Account Forecast Fact object by using advanced filters.
Update Advanced Account Forecast Values: Adjust your advanced account forecasts to reflect changing market conditions, evolving negotiations, and other factors, and track the reasons for adjustments. You can update individual values at a time or simultaneously update multiple values of advanced account forecasts. You can edit forecast values only during the adjustment period that your Salesforce admin defines for your user profile. You can update the forecast values only when the advanced account forecast set use record is active. You can’t update the forecast values when the advanced account forecast set related to the advanced account forecast set use record is inactive, or when recalculation is in progress.
View Advanced Account Forecasts: Track advanced account forecasts to spot patterns across various dimensions and compare forecast values between different periods. You can view forecast data for an advanced account forecast set use record broken down by dimensions and across different periods. You can switch between various measure groups to view forecasts for desired metrics.
Learn About Short Cycle Workflows: For a field technician to successfully complete short cycle work, they need to do a series of safety checks and gather details at the right time. The Field Service for Energy and Utilities: Short Cycle Work app provides a template of tasks and service-related data to support mobile workers.
Enable Features Setting in the CMT Administration Tab: Use Enable Features to activate or deactivate modular functionality like CPQ engines and pricing logic. Also, the setting lets you safely opt in to new release capabilities and behavioral overrides, preventing package updates from unexpectedly disrupting your existing customizations.
Enable Access to Industry APIs: To enable access to Industry APIs, read and accept the terms and conditions of all the Industry Clouds that you’re subscribed to. Enable access to multiple Industry clouds at once.
Enable Access to MuleSoft Direct Integrations: Before you connect your Salesforce and MuleSoft instances by using MuleSoft Direct, read and accept the terms and conditions of all the clouds that you’re subscribed to. Enable access to multiple clouds at once.
Use case: Summarizing Account Records: Using the Summarize Account Record action and Account Summary topic, a telesales rep can get the account details of a customer when talking to then.
Create Agent Action: Summarize Account Record: The Summarize Account action summarizes an account record. The summary includes account performance with top and bottom selling products, revenue based on historical orders, account compliance based on store audits and product surveys, and product recommendations to upsell.
Create Prompt Template: Summarize Account Record: The Summarize Account template creates an account summary that includes account performance, account compliance, and product recommendations to upsell.
Create Agent Topic: Account Summary: The Account Summary topic uses the Summarize Account Record to give telesales reps the summary of an account.
Create an Action Launcher Prompt Template: Configure an Einstein prompt template to instruct the generative AI engine about how to derive the action's purpose from text, such as the case subject and description.
Data Streams Configuration: Install Recommended Record Selectable Actions and Recommended Service Processes data kits to configure data streams. Think of these kits as pre-built recipes for moving data. The data streams take information about available actions and service processes from your existing Salesforce records. They then automatically map this information into a standardized, organized format, making it ready for use.
Enable Recommended Actions: To show recommended actions in Action Launcher, enable the actions for the deployment or the service catalog Action Launcher configuration.
Methods for Using Recommended Actions: Action Launcher can recommend the best suited actions to resolve your customer's issues and requests. Action Launcher finds recommended actions based on your search keywords or by analyzing your customer interaction through messaging session or voice call channels. It can also find recommended actions by analyzing record data like the case subject and description. Identify the appropriate recommended action from the search results, and launch it to resolve the issue or request.
Launch Recommended Actions by Analyzing Record Data: To assist your customers, Action Launcher can analyze record data and find recommended actions. This method suggests actions by deriving the appropriate purpose from non-conversation record data, such as the Case Subject and Case Description.
Provide Access to Salesforce Objects: To get actions and service processes, data streams need access to the Record Action Selectable Item Extract and Service Process Product Category Product Extract Salesforce objects, respectively.
Recommended Actions Configuration: Action Launcher shows recommended actions based on semantic search or the meaning of search keywords. Recommended actions can also be based on context, deriving the appropriate purpose from record data, such as Case Subject and Description, or from customer conversation transcripts. To configure recommended actions, first set up the recommended actions admin settings. Next, you must create data streams to get actions and service processes from Salesforce objects, map these data streams to Data Model Objects (DMOs), and create search indexes for the DMOs.
Deploy the Recommended Service Processes Data Kit: To get service processes from the Service Process Product Category Product Extract Salesforce object, deploy the Recommended Service Processes data kit.
Search Index for Action Launcher Recommended Actions: Action Launcher uses a search index to efficiently retrieve recommended actions for a user's query. To retrieve recommended actions, you must create two search indexes, one for deployment Action Launcher configuration and one for service catalog Action Launcher configuration.
Create Actionable Lists with Data 360 Data Model Objects: Filter and curate lists by using fields from a Data 360 data model object (DMO), which can combine your CRM data with enriched external data. You see additional fields from external systems on each record without writing that data to CRM.
Create an Actionable List Definition for Lists That Use Data 360 Data Model Objects: An Actionable List Definition connects a Data 360 data model object (DMO) to a CRM source object and determines which fields and member statuses are available when users build lists. Complete this step for each DMO that you want to make available to users.
Create an Actionable List from Data 360 Data Model Objects: Select a Data 360 DMO-based actionable list definition and configure the basic list properties. Apply filters to refine the list members based on your business requirements. You can create multiple filters and combine them by using filter logic. Before you create a list, make sure that your Salesforce admin created the Actionable List Definition that you plan to use.
Prepare Data 360 Data Model Objects for Actionable Lists: Make sure that a data model object (DMO) with the data you want is available in Data 360 and ready to use. The data can come from a single source or be combined from multiple sources.
Guiding Agents to Engage with Prospects by Using Actionable List Engagement: Help your sales agents and service agents engage with the prospects, including existing customers, interested in a product or service, such as an insurance or vacation package. Allow agents to complete an engagement seamlessly without having to leave the sales console. They can document a prospect's responses, complete transactions, and wrap up the engagement by taking notes and scheduling a follow-up meeting.
Monitoring Actionable Lists by Using KPI Bar: List creators can assess the performance of actionable lists at a glance by using Key Performance Indicator (KPI) Bar. KPI Bar is located above the Actionable List Members component.
Configuring and Assigning Actionable Lists by Using Actionable List Members: Help list creators view actionable list members or prospects, including existing customers. Enable list creators to set up and assign actionable lists to sales agents or service agents. The agents can then engage with and build trusted relationships with prospects.
Bulk Actions for List Creators: To help list creators perform bulk actions on the actionable list members or prospects in the Actionable List Members component, create Lightning web component-based bulk actions, screen flow-based bulk actions, and OmniScript-based bulk actions.
Filter Operators: The operator in a filter is like the verb in a sentence. Operators specify how filter criteria relate to each other. Refer to this list of filter operators when setting filters on actionable list members or prospects.
How Actionable List Sharing Works: Sharing works differently for an actionable list and for its members. A list uses standard sharing, but a member doesn't. Understanding both models helps you troubleshoot unexpected access and plan sharing before you roll out a list to your team.
Creating Actionable Lists by Using Actionable Segmentation: Actionable Segmentation enables you to segment similar client profiles, curate them, and design timely and personalized client outreach programs. Actionable list definitions and actionable lists are the key elements of the Actionable Segmentation feature.
Activate Actionable List Definitions: Activate an actionable list definition so that it’s available for your business users to create an actionable list. You can activate an actionable list definition, only after the dataset is created successfully, and you have configured default visible columns and list member status values.
Add More Members to Actionable Lists: Add more members to an existing actionable list, which helps list creators to revise the member list iteratively based on the changing business needs.
Add Members to Actionable Lists with a Quick Action: List creatorscan add account, contact, case, opportunity, and lead records to existing actionable lists quickly with the Add to an Actionable List quick action. List creators can use this quick action from list views on object pages or from record pages.
Actionable Segmentation Basics: Get to know actionable list definitions and actionable lists, which are the key elements of the Actionable Segmentation feature.
Select Dataset Records for Actionable Lists: You can manually select up to 200 records to add to an actionable list. Using the bulk select option, you can select up to 10,000 records at a time to add to an actionable list.
Configure Actionable List Member Statuses: You can configure list member status values to represent the status of client engagement activities planned for list members. For example, if a client engagement activity is to call list members, the various call status values are Successful, Failed, Busy, No-Answer, and Canceled. You can add these status values and icons that best represent these status values.
Create an Actionable List Definition: Create an actionable list definition by using Data Processing Engine that helps you transform data available in your Salesforce org and write back the transformation results as a new dataset.
Create Actionable Lists From List Definitions: Create an actionable list by using an actionable list definition. You can specify list filtering criteria when creating a list. Before creating a list, ensure that your Salesforce admin has already created and activated the actionable list definition that you plan to use.
Create Custom Filter Logic and Save as a Template: Create a custom filter logic to filter dataset records efficiently. Custom filter logic helps you to filter a large dataset of records when creating actionable lists. Save the filters and filter logic as a template to reuse.
Customize Column Preferences for Actionable Lists: List creators can customize the column preferences for their actionable lists according to business needs. When creating actionable lists in List Builder, list creators can choose what columns to show and their display order.
Delete Actionable List Definitions: Delete inactive actionable list definitions that you aren’t using. Before you delete a definition, make sure that it’s not used by any actionable list.
Set the Display Format for Actionable List Columns: Set the format of dataset fields, and change the order in which these fields appear in actionable lists. The formatting and reordering capability helps list creators to visualize data easily.
Edit Actionable Lists: List creators can edit an existing actionable list to change its name, description, priority, and list status.
Enable Actionable Segmentation: To create and view actionable list definitions and lists, enable the Actionable Segmentation feature in Setup. After enabling this feature, you can create and activate actionable list definitions, and create actionable lists using these list definitions.
Move Actionable Segmentation Data: Review these points before you move Actionable Segmentation data, its related records, and setup from sandbox to production and vice versa.
Actionable Segmentation Objects: You can use a specific set of objects to create actionable list definitions. Let’s look at the list of objects that you can use to create actionable list definitions.
Refresh Datasets Periodically Using Flows: After you activate and run a data processing engine definition, a dataset is created and saved in a shared space in CRM Analytics. To ensure the dataset is refreshed periodically so that it contains the latest records, run the data processing engine definition using a Schedule-Triggered flow.
Select Default Visible Columns for Actionable Lists: The dataset associated with an actionable list definition contains records that you can use as a data source to create actionable lists. Select the fields from this dataset to be visible as default columns in the actionable list and set their display order.
Set Actionable List Status Values: Review the default status values available for an actionable list, delete status values that the list creators don’t need, and set up new values that suit the business needs.
Set Up Actionable List Definitions: Assign users the necessary permission sets, and enable Actionable Segmentation in your Salesforce org. Create actionable list definitions and configure them, and activate actionable list definitions.
Create and Manage Actionable Lists: Create actionable lists using actionable list definitions. Customize column preferences when creating lists according to business needs. Edit actionable lists to update name, description, priority, and list status. Refresh lists by adding latest dataset records to existing actionable lists. Add more members to existing actionable lists.
Share Actionable Lists: Like all Salesforce objects, actionable lists are governed by your sharing model. To make sure that the right colleagues have access to the right lists, a list creator can extend sharing for your own lists one by one.
Sort Dataset Records in Actionable List Builder: The list builder page displays the dataset records associated with the list definition, which is used to create an actionable list. Sort these dataset records for better visualization. It’s easier to filter and select record items from a sorted list.
Set Tab Visibility and Assign Object Permissions: To create, edit, and view actionable lists, set the tab visibility, and enable permissions for the Actionable List, Action List Member, and Actionable List Column objects.
Troubleshoot Actionable Segmentation Issues: Can’t seem to get Actionable Segmentation working for you? To resolve issues with Actionable Segmentation, try these solutions.
Update List Member Count with Flow: List creators must run the List Member Count API to get the latest count of list members if these members are added to the list through APEX code or Connect API. Use a flow with HTTP Callout action to invoke the List Member Count API, which is a no-code approach and helps you to update the list member count easily and quickly.
Work with Actionable Lists: Set priority, assign OmniScripts for guided interactions, and assign actionable lists to sales or service reps to engage with prospects including existing customers.
Actions Available for Customer Community Plus Users in Salesforce Contracts: Users with the CLM Digital Experience Partner or CLM Runtime User permission set can share contract documents with Customer Community Plus users. After the contract documents are shared, Customer Community Plus users can access the documents through the Customer Community portal. Within the portal, they can perform a range of actions on the shared documents.
Activate a Decision Table: You can use decision tables in expression sets in Business Rules Engine, and in flows only when the decision tables are active.
Activate a CRM Analytics Template Configuration: Review the details of your CRM Analytics template configuration and activate it to create a CRM Analytics app, an Einstein Discovery model, and recipes. The CRM Analytics app installs preconfigured recipes that generate datasets. The model consumes the datasets to generate predictions.
Create the TPM KAM Agent: Create the Trade Promotion Management (TPM) KAM agent using the Agentforce Employee Agent template.
Activate the TPM KAM Agent: Open the TPM KAM Agent in Agentforce Builder and activate it to make it available to your users.
Add a Button to Launch Google Maps: Create a button on the Display Detail screen in the Consumer Goods offline mobile app to open Google Maps.
Add a Method to Launch Google Maps: In your Consumer Goods Modeler workspace, add a method to the Display module to launch a third-party app from the Consumer Goods offline mobile app. Sales reps can tap the maps app launch button in CG offline mobile app to launch apps such as Google Maps. Customize the business logic method to pass the latitude and longitude parameters, so that sales reps navigate to the correct coordinates.
Add a Reviewed Clause to Clause Library: Review clause requests submitted by contract authors or template designers from the Clause Review Requests dashboard. Add suitable clauses to the clause library, modify clause set or clause names as needed, or delete requests that don't meet criteria.
Use Unified Catalog with Action Launcher: Make Unified Catalog service processes available in Action Launcher so that service reps can find and start them from a Lightning record page.
Add Actionable List Engagement to a Page: Make the Actionable List Engagement component available to your agents by adding it to the desired Account or Contact record page. Agents can use the Actionable List Engagement component to engage with prospects.
Add Actionable List Members to a Page: Make the Actionable List Members component available to list creators by adding the component to the Actionable List record page.
Add the Assessment Component to Record and App Home Pages: To give care coordinators like intake and behavioral health specialists quick access to assessments, add the Assessment component to pages. Record pages show assessments related to a particular patient, and app home pages show assessments for all of a user’s assigned patients.
Add a Member to the Care Team: The care team is the group of personal and professional caregivers who help a patient complete their care plans. People who work for your organization are considered internal members and have access to more information about the patient. External members, like family and outside providers, have restricted access to the patient’s information based on the sharing rules set up by your admin.
Add People to a Household: Add people to a household so that you have an accurate picture of the family and other caregivers living with the person you’re managing.
Maintain Filters in Manage Products Card: Add or remove Product filters from the Manage Products Grid. The filters on the Manage Products page use the fields in the criterion information section of a product or product group.
Make Product Fields Searchable on Product Grid: Make Product fields available in the Add Fixed Products section of the Manage Products page so that you can use the Search By feature to search for Product fields.
Add Problems, Goals, and Tasks: Problems, goals, and tasks create the basic structure for your patient or member’s care plan.
Enable Revenue Management Features in Your Scratch Org: A scratch org is a source-driven, disposable deployment of Salesforce code and metadata. It provides a fresh Salesforce environment tailored for developing and testing the features you require.
Add Show List Member Details to a Page: Get a quick view of an actionable list member’s basic information with the Show List Member Details component. The Show List Member Details component shows details such as the member’s name, phone number, address details, account type, and annual revenue. The component also shows Action Launcher that lets you quickly launch processes to create a case, lead, or any other record as per your business needs.
Add Support for Google Map Data: By default, the Self-Scheduling Omniscript for self-service appointment management accepts only ZIP codes for location data. In Omnistudio, you can customize the Omniscript to add support for Google Map data.
Add the Action Launcher Component to a Page: Make the Action Launcher component available to your users by adding the component to the required Lightning record page and selecting a deployment or service catalog. Users can then search for and launch the actions included in the deployment or the service processes included in the service catalog.
Flow for Advanced Account Forecast Calculations: Use flows to orchestrate the end-to-end process of calculating forecasts. You can create flows that run data processing engine definitions to calculate forecasts based on sales agreements, orders, opportunities, or other records. To get started quickly, use the default flows that come with prebuilt apps or customize the templates based on your needs. You can also build a flow from scratch and add the invocable actions for Advanced Account Forecasting and Data Processing Engine to your flows.
Configure Account Forecast Calculation Settings: Define the sales agreements to use for calculating sales agreement metric values in account forecasts by selecting a sales agreement list view.
Configure Account Forecast Generation Filters: Select the list views for accounts and products in the Setup page of Account Forecasting. Forecasts are generated only for the selected accounts.
Account Forecasting Usage and Limits: You can view the data volume used and number of times certain operations have run for account forecasts in your Salesforce org. Compare this usage with the defined limits by checking the percentage of the limit used. You can ensure optimal performance of your Salesforce org by reviewing these details periodically.
Set Up and Configure Account Manager Targets: Set up Account Manager Targets in Manufacturing Cloud to help your organization track its growth plans. Enable Account Manager Targets in Setup. Assign the appropriate permission sets for Account Manager Targets to users. You can select the frequency of the time periods by which targets can be distributed and the hierarchy for assigning targets. In addition, you can specify the default price book used for distributing targets by product. Define these configurations using the Account Manager Targets page in Setup. You can also view the usage of data volume and limits defined for the Account Manager Periodic Target Distribution object in the Setup page.
Manage Measures for Account Manager Targets: Manage the measures for the account manager target values by configuring the Measure field on the Account Manager Target object. Use the predefined Revenue measure or create customer measures. Create currency type measures, such as total order amount and total sales agreement amount. Or, create non-currency type measures, such as customer satisfaction and net promoter score. You can also rename, reorder, and delete measures.
Choose the Frequency for Distributing Account Manager Targets: Select the frequency of the periods by which the account manager targets are distributed when an account manager distributes targets by period. The value of a target is automatically divided among all the periods with the selected frequency equally. Account managers can update the distributed target values in different periods.
Manage Your Organizational Targets with Account Manager Targets in Manufacturing Cloud: Convert your organization’s growth plans into measurable targets with Account Manager Targets. Motivate your account managers to close deals and drive more business. Create targets for revenue, quantity, and other currency or non-currency measure types and allocate specific target percentages to your team members. Strategically distribute targets by products and accounts to meet market demands and organizational requirements. Distribute targets by month, quarter, or year for better visibility and periodic reviews. Update target values at any time and redistribute targets as needed.
Specify the Default Price Book for Account Manager Targets: Specify the default price book for the account manager targets that are distributed by product. The selected price book is populated by default in all the target distributions when account managers distribute a target by product. By selecting a default price book, account managers don’t need to manually select a price book for each target distribution. Account managers can replace the default price book with another one in a target distribution.
Account Manager Target Distribution Limits: View the defined and used data volume limits of the Account Manager Periodic Target Distribution object in your Salesforce org.
Enable Care Coordinators to Create Multiple Care Plans: Give care coordinators the ability to create one or more care plans per patient and organize a patient’s care into focused, manageable components. Before care coordinators can create multiple care plans, you must enable the option in your org.
Add Health Cloud Users: You can add internal Salesforce users one at a time or in batches of up to 10 users.
Advanced Patient Card: The Advanced Patient Card uses Flexcards from Omnistudio to deliver greater flexibility and ease of use. To show the card on patient accounts, add the HealthCloudPtCardPatientCard Flexcard component to your Account Layout page.
Add a Service Territory Member To a Service Territory Record: Configure records for service territory members assigned to a service territory. In Advanced Therapy Management, work procedure steps like apheresis are performed by medical staff at a particular hospital. To represent the medical staff, configure service territory members who are service resources assigned to a work type at a service territory.
Add the Appointment Slots Lightning Component to a Record Page: Enable users to view and manage their scheduled and canceled appointments, and create new ones, by adding the Appointment Slots Lightning component to a record page. You can configure the Appointment Slots Lightning component on the record page of an Account, Case, Opportunity, or Care Program Enrollee object.
Configure Scheduling Policies for Advanced Therapy Management: Make it easy for multi-step scheduling users to find and book appropriate slots. Configure time slot intervals to determine the intervals in which each appointment starts. Also enable Salesforce Scheduler to use service territory member’s shifts to search for slots.
Create Profiles for Advanced Therapy Management Users: Users with different roles work on different aspects of Advanced Therapy Management. The user who searches for slots with the help of Multi-Step Scheduling creates the booking request. An internal user then reviews and confirms the booking. Based on your organization’s roles and personas, set up profiles for users who book slots and users who confirm the requests.
Customize the Visibility of the Reschedule and Cancel Buttons: The Determine Cancel and Reschedule Button Visibility autolaunched Salesforce Flow controls the display of the Reschedule and Cancel buttons on the Appointment Slots Lightning component. Clone the flow to add your custom logic to hide or show the buttons.
Enable Salesforce Scheduler Settings: Define the availabilities of service resources for work at a service territory by associating shifts with work types. To do this, you must first enable the Salesforce Scheduler for Health Cloud setting.
How Are Slot Results Optimized in Advanced Therapy Management?: To offer the most optimized search results for available appointment slots, Advanced Therapy Management’s Multi-Step Scheduling filters slot results through a combination of internal and external checks.
Keep Track of the Total Number of Patients Enrolled in Advanced Therapies: You can easily track the total number of enrollees in advanced therapies. This helps plan for enrollee count upgrades to accommodate increasing enrollees in advanced therapies. Usage-based entitlement details provide more information about the enrollee count that you can use for billing purposes.
Learn About the Advanced Therapy Management Licenses: Before you start with Advanced Therapy Management, make sure that your org has the appropriate add-on licenses. The Advanced Therapy Management permissions and licenses are included in Life Sciences Cloud and Health Cloud licenses. These licenses include 500 ATM patients and 1100 Orchestration Runs per org.
Learn About Multi-Step Scheduling: Advanced Therapy Management’s Multi-Step Scheduling feature enables users to book appointment slots for all the steps of a procedure at one time. Service territory relationships streamline the search by providing information about affiliated territories where consecutive work types are performed.
Learn About Therapy Orchestration: Advanced Therapy Management’s Therapy Orchestration helps you implement complex workflows for therapies using Salesforce Flows. In Therapy Orchestration, a parent orchestration flow references a series of subflows that execute all the components of a therapy. Each flow is highly flexible and can be customized according to the specific needs of your Salesforce org. You can automatically assign tasks at every step of the therapy to the relevant stakeholders involved, and easily monitor therapy progress from patient intake to infusion.
Override the Therapy Orchestration Evaluation Flow: The evaluation flow checks whether all the tasks in a step are complete. Based on the result of the evaluation flow, the orchestration flow determines whether to move on to the next step in the orchestration. But the evaluation flow only checks for tasks owned by the current user. To run the evaluation flow in the context of the system rather than in the context of a user, you must clone and override the original evaluation flow.
Add Lightning App Builder Components to Track Step Progress: Help users track the progress of therapy steps or substages (work procedure steps) and tasks (care program enrollee work order steps) by adding the Work Procedure Step Progression and Work Order Step Progression components to the Care Program Enrollee record page. These components enable users to view completed, current, and upcoming tasks.
Assign a Team to a Service Territory Work Type Record: In an advanced therapy, work types like apheresis are performed at service territories like a hospital or clinic. Care teams are set up at each territory for each work type based on the user or team member performing the therapy task. To associate a therapy task with a role, first assign a team to a service territory work type record.
Clone and Customize the Orchestration Flow in Advanced Therapies: To modify the default configurations and modify the orchestration according to your requirements, clone the Process Advanced Therapy Work Orders orchestration flow. If you want to add your own evaluation flow, you can add it here.
Create a Lightning Aura Component for Tasks in Therapy Orchestration: Help users perform component tasks that involve navigating to different screens. Set up a Lightning Aura Component to help users navigate to the Schedule Appointments tab to book slots as part of a component task.
Create Teams and Team Members for Therapy Orchestration: Help enhance the quality of care offered to advanced therapy patients by setting up teams per service territory, per work type (stage), and per user. Configure team members, assign a participant role, and associate the team member records with users in your org who perform the tasks.
Prepare to Run the Therapy Orchestration Flows in Advanced Therapies: Therapy Orchestration’s flows are highly flexible and you can customize them according to the needs of your Salesforce org. Add, remove, and modify therapy stages and steps, and create action plan templates for the different stakeholders in a therapy. Create work type steps to represent each therapy step and associate it with an action plan template. Add team members who can be assigned a task in a therapy step.
Generate Customized Work Order Steps or Therapy Tasks for Users: The Generate Work Order Steps for Patient Intake flow and the Generate Work Order Steps for Apheresis flow create runtime records of care program enrollee work order steps. Care program enrollee work order steps are then assigned to different stakeholders as tasks in a therapy. For example, Biosample Collection is a care program enrollee work order step or a task assigned to a lab technician. You can clone the flows to create work order steps for other therapy stages like Manufacturing and Infusion. Also, you can customize the default flows to add, remove, or modify work order steps for apheresis and patient intake, and delegate tasks to various stakeholders in your org.
Quick Guide to a Successful Therapy Orchestration: Find the list of Therapy Orchestration tasks you perform in a particular order to configure the right data, and run the default flows and your own customized flows in one place.
Manually Assign Therapy Tasks to Users: Make sure stakeholders in a therapy step don’t miss their assigned tasks due to configuration errors. Create a custom field on the Assessment Task object and configure an Apex trigger to assign therapy tasks using criteria-based sharing.
Publish the Action Plan Template for Therapy Orchestration: You must publish an action plan template before you can associate it with a work type step record. You can’t edit published action plan templates, so make sure you create task flows and component tasks before you publish a template.
Set the Care Program Category for Advanced Therapies: Therapy Orchestration only works for specialized care programs like advanced therapies. To ensure users can implement orchestration workflows for an advanced therapy care program,configure the Category field in the care program record.
Set Up Participant Roles for Therapy Orchestration: Configure participant roles before you assign tasks or care program enrollee work order steps to users in your org. When you create teams dedicated to performing a work type in your org, assign roles to the team members so that they can perform the therapy tasks.
Set Up Advanced Therapy Management: Advanced Therapy Management’s Multi-Step Scheduling feature supports slot management and scheduling across multiple territories in a single place, to help users easily search for and book appointments across multiple sites. Advanced Therapy Orchestration provides flexible workflows that automatically execute all the components of an advanced therapy, from therapy stages and substages to individual tasks.
Partial Reschedule Versus Full Reschedule: While with complete reschedule, you can create a series of appointments, with Partial Reschedule you can select a work type in the middle of an appointment series and rebook slots downstream for each work type that follows.
Set Up a Service Resource for Advanced Therapy Management: A service resource is an agent or crew that performs a work type at a service territory. A service resource can also refer to a particular meeting room, facility, or even an asset assigned to a service territory. In Advanced Therapy Management, service resources are medical staff modeled as an asset at a service territory where a work type, such as apheresis, is performed.
Set Up a Service Territory for Advanced Therapy Management: A service territory is a location or region where a work is performed by a service resource. In Advanced Therapy Management, service territories are the locations where a work procedure, such as Cell and Gene Therapy, takes place.
Set Up a Service Territory Work Type For Advanced Therapy Management: To indicate that slots are published (available for booking) for particular work procedure steps, configure a relationship between service territories and work types performed at the service territories.
Set Up a Work Procedure for Advanced Therapy Management: A work procedure stores information about an overall process, and can include several tasks, whose details are stored in work procedure steps. In Advanced Therapy Management, a work procedure can represent a particular kind of treatment or therapy, involving steps or tasks such as apheresis or infusion.
Set Up a Work Procedure Step for Advanced Therapy Management: A work procedure step brings together information about a work type and a work procedure. A work procedure step is similar to a work type, but stores information about a step or task only in the context of a work procedure. Work procedure steps also store information about the sequence of steps in a work procedure and the time required before the work procedure step can begin.
Set Up a Work Type for Advanced Therapy Management: A work type represents a template for a pending task and collects information about operating hours, estimated duration, and unit of duration. In Advanced Therapy Management, a work type represents treatment steps such as apheresis or infusion. Relate a work type to a work procedure by creating a work procedure step record.
Set Up Data For Advanced Therapy Management in Your Org: Empower users to schedule appointments easily across multiple sites. To use Multi-Step Scheduling effectively, set up the required data for all objects in Advanced Therapy Management’s data model.
Set Up Shifts For Services Resources in Advanced Therapy Management: To make appointment slots available for booking through Multi-Step Scheduling, configure shifts for service resources assigned to a service territory. For example, in Advanced Therapy Management, medical staff assigned to a hospital operate in shifts that determine the availability of appointment slots.
Set Up a Work Type Extension: Add information about work types by using the work type extension setting. For example, use the Icon URL field to upload an icon for a work type.
Turn on Field-Level Security for Time Slots: Help users seamlessly search for slots by enabling the field-level security settings for the Maximum Appointment field in the Time Slot object. This setting is required for our internal APIs to fetch results for available slots.
Visibility for Buttons in Appointment Slot Component: In Advanced Therapy Management, the status of the related service appointment group and the individual service appointments in the group determines the visibility of the Book New Slots, Reschedule Slots, and Cancel Slots buttons. You can provide conditional visibility of the Reschedule and Cancel buttons by cloning the Determine Cancel and Reschedule Button Visibility flow.
What Is Partial Rescheduling in Advanced Therapy?: Unlike a complete reschedule, partial reschedule cancels slots downstream from the work types you start with, and creates appointments in the existing service appointment group.
Repeat Stages In a Therapy Orchestration: Advanced Therapy Orchestration helps you perform two types of flows: linear flows and non-linear flows that repeat stages. While linear flows are the norm, non-linear flows are built to intervene in situations when things don’t go according to plan.
CRM Analytics and Artificial Intelligence: Create apps by using predefined templates to get predictions about the likelihood of prior authorization requests breaching service-level agreements (SLA), and recommendations about services that are likely to be received and requested by healthcare payers and providers.
Analytics for Healthcare (Managed Package Feature): Analytics for Healthcare enables care coordinators, utilization managers, and referral managers to gain critical insights and visualize key metrics about their patient populations.
Schedule the Data Sync and Dataflow for Analytics for Healthcare: When you create Analytics for Healthcare, the creation process includes a data sync and a dataflow that imports the latest data to CRM Analytics. Schedule the app to refresh every day to ensure that your app uses up-to-date data.
Prior-Authorization Review SLA Breach Predictions: Get predictions about the likelihood of prior authorization requests breaching service-level agreements (SLA) by creating an app using the Prior-Authorization Review SLA Breach Likelihood template. Payers can use these predictions to review top factors that cause delays and ensure SLA compliance by acting on them.
Assign Permission Sets for the CRM Analytics Templates: Assign permission sets to Salesforce admins and users based on their required level of access to the Prior-Authorization Review SLA Breach Predictions and Services Pathway and Bundling Recommendations CRM Analytics templates.
Configure Field-Level Security for Analytics Cloud Integration Users: Provide Analytics Cloud integration users required access to the fields used by the apps created by using the Prior-Authorization Review SLA Breach Likelihood template or the Services Pathway and Bundling Recommendations template.
Prior-Authorization Review SLA Breach Predictions Dashboard: Show payers the likelihood of a prior authorization request breaching service-level agreement (SLA) by adding the Prior-Authorization Review SLA Breach Predictions dashboard to a Care Request or Case record page.
Set Up Your Salesforce Org to Use the Templates: Set up Utilization Management before using the Prior-Authorization Review SLA Breach Likelihood template or the Services Pathway and Bundling Recommendations template.
Prior-Authorization Review SLA Breach Predictions Recipes and Datasets: The app created using the Prior-Authorization Review SLA Breach Likelihood template creates two customizable recipes, Care Request Workflow Duration Datasets and SLA Breach Predictions. The recipes create example, prediction, and predicted score datasets.
Recalculate Patient Risk Scores: You can recalculate patient Centers for Medicare and Medicaid Services (CMS) risk scores in Health Cloud with a batch Apex job using the HcCMSRiskScoringScheduledJob class. You can either run the job manually as needed or schedule it. The patient risk scores are updated based on the recalculation results.
Configure the Self-Service Appointment Flow: Customize the self-service appointment management flows by editing the steps of the Intelligent Appointment Management Omniscripts used for self-scheduling appointments, viewing and canceling appointments, and verifying benefits.
Make Providers Available for Appointment Scheduling: To make a provider available for appointment scheduling, edit the Salesforce Scheduler permission set and then assign the permission set to all relevant providers.
Enable Patients to Schedule Their Own Appointments: Many patients and plan members prefer the control and convenience of booking their appointments online rather than working through a call center. Set up an Experience Cloud site to enable patients or their caregivers to find time slots and book appointments with providers on their own, using a configurable Omnistudio flow.
Create a Site for Scheduling Appointments: Enabling digital experiences is the first step to creating an Experience Cloud site. After you create the site, add site members and set up the required permissions.
Set Up Static Resources for Appointment Reason Records: Set up static resources to display the images used in Omnistudio Flexcards for appointment reasons. You can only use static resources within your Salesforce org, so you can’t host content here for other apps or websites.
Drive Learning with Protocols and Articles in Health Cloud: Salesforce Knowledge lets you easily create and manage content and make it available to other healthcare providers and to the patient and care team members. An article can contain the protocols you use to manage conditions or can hold educational materials you send to patients. You can write, edit, publish, and archive articles using the Article Management tab or find and view published articles using the Articles tab.
Care Program Providers: To help a care team identify the primary healthcare practitioner associated with a care program provider, create an association between the practitioner and the provider. This link also allows the care team to look up all the healthcare practitioners involved with a care program provider.
Benefits Verification: Integrate benefits verification into the end-to-end patient access workflow to help caregivers and patients reduce the time and effort it takes to find out what coverage is available under each patient's health benefits.
Configure the Benefits Verification Component: Make it easy for your call center agents to verify patient benefits by adding the Benefits Verification component to a Lightning page such as the patient record page.
Set Up Data for Benefits Verification: To help your users get the most out of Benefits Verification, configure your org with the necessary data for patients, payers, purchaser plans, and member plans.
Configure Care Limit Types: Define care limit types such as co-pay, co-insurance, and more to determine the benefits that are available to a patient.
Bulk-Assign a Health Cloud Permission Set or License: To bulk-assign a Health Cloud permission set and permission set license for multiple users, you need the unique ID of the permission set and the unique ID of each user.
Campaigns: Using campaigns in Health Cloud is an effective way to help patients and members stay engaged with their care team and stick with their care plans. From health education to appointment reminders, you can improve patient participation throughout a connected experience.
Customize the Patient Navigation Component: Make it quick and easy for care coordinators to get to the information they need. Specify which subtabs open, and in what order, when a care coordinator opens a patient record in the console.
Provider Card Fields: Use the fields provided on the card setup page to configure your provider cards the way you want them.
Set Up the Information Sources for a Relationship Card: Relationship cards show your users information about practitioners and the facilities where they work. What is shown on the card is up to you. It might include the doctor’s contact information, accounts the practitioner has a relationship with (employer, hospital affiliations, practice locations, billing company, etc.), details of the practitioner’s relationship to those accounts, and some key information about the related accounts.
Types of Provider Cards: Relationship cards can connect and display a lot of different types of information. Here are some common kinds of relationship information that you'd want to display on a provider relationship card, and how you'd initially set it up using out-of-the-box Health Cloud.
Care Coordination for Slack (Managed Package Feature): Improve patient outcomes and reduce healthcare costs by using the Care Coordination for Slack app to alert your care coordinators about updates to their patients’ health records.
Clone and Configure Custom Notification Flows: Cloning our out-of-the-box flows saves you the trouble of designing new flows from scratch. Open one of our regular or critical notification flows in the Flow Builder, clone it, and modify the clone’s object, trigger condition, fields, and actions as necessary.
Create Critical Notifications Channels: To ensure that you don’t overwhelm your care coordinators with notifications, set up critical notifications channels where they only get specific types of notifications.
Create a Custom Notification Type: Custom notification types define the text your users see when they get a notification of that type. They also create custom action elements in the Flow Builder to send the right notifications to Slack.
Custom Notifications in Care Coordination for Slack: In addition to the notifications included with Care Coordination for Slack, you can also configure custom notifications for any object that references patients. Configure custom notifications by creating a custom notification type and then cloning and modifying an out-of-the-box notification flow.
Enable Care Coordination for Slack: Before your users can use the Care Coordination for Slack app, you must integrate Slack with Salesforce and enable the app.
Create and Assign a Care Coordination for Slack Permission Set to Users: You and your users need a permission set with the Connect Salesforce with Slack system permission to use Care Coordination for Slack. Because we don’t ship a permission set with that permission out-of-the-box, you have to create a custom permission set and assign it to your users and yourself.
Types of Notifications in Care Coordination for Slack: Care coordinators receive Slack notifications when certain patient records are created or updated. Most notifications are delivered to the Care Coordination for Slack app in its Messages tab. However, to make sure that your care coordinators arenFixed’t overwhelmed with notifications, we’re also introducing the concept of critical notifications.
Enable Users to Apply Care Plan Templates Faster: Give your users the ability to apply care plan templates to existing care plans faster. Place the custom Apply Care Plan Templates button on the layout for the Care Plans page.
Permissions Required for Care Plans: Care plans are built using multiple objects. So, your users who aren’t admins require various permissions before they can create care plans.
Create Multiple Care Plan Record Types: Create custom care plan record types to give care coordinators the flexibility to use different types of care plans for the people they manage.
Remove the Care Team from Care Plan Creation: When you create care plans in Lightning Experience, you create a case for the care plan, add care team members, and apply care plan templates in a single flow. But if you prefer to use your custom triggers to add care teams, you can remove the care team section from the New Care Plan page.
Create a Care Plan Template: You can use care plan templates to create standardized and reusable care plans, and add template problems, goals, and tasks for specific health needs.
Create a Care Plan Template Goal: Care plan template goals are common health targets that care coordinators can reuse in different care plans. Care coordinators can add predefined goals to a patient’s care plan, saving time and effort. For example, a care plan template goal for patients with type 2 diabetes is Dietary Changes, with details of low-sugar meal plans. You can create a care plan template goal to use in your care plan template or template problem.
Import Care Plan Templates: Use Data Loader to import existing care plan templates into Salesforce and make them available to care coordinators. Data Loader is a client application that reads, extracts, and loads data from comma-separated values (CSV) files or from a database connection.
Create a Care Plan Template Problem: Care plan template problems are health diagnoses, such as high blood pressure or diabetes, that can be reused for different patients. Care coordinators can use care plan template problems to provide standardized care across similar problems and patients. You can create a care plan template problem to use in your care plan template.
Create a Care Plan Template Task: Tasks are actionable steps a patient can take to achieve a goal and overcome a problem. For a type 2 diabetes patient, a task could be testing blood sugar levels weekly. Each task is assigned to a care team member who makes sure the patient completes the care plan tasks. With a care plan template task, you can easily add predefined tasks for a specific problem to a patient’s care plan. You can create a care plan template task to use in your care plan template, template problem, or template goal.
Supporting Clinical Data in Health Cloud: Clinical data that comes from EHR or other clinical systems is critical to the planning, execution, and management of coordinated care plans for patients. Clinical data can be integrated with Salesforce using several standard APIs to map messages from EHR systems into Health Cloud objects and fields.
The Clinical Data Model and FHIR: The clinical data model is built to align with the Fast Healthcare Interoperability Resources (FHIR) specification, which is an open API standard for the exchange of healthcare information. The FHIR standard is defined by Health Level 7 (HL7), the organization that also defined the HL7 messaging standard.
Experience Cloud Sites for Health Cloud: The private Experience Cloud site is the heart of collaborative patient care in Health Cloud. Experience sites give care coordinators, physicians, patients, and caregivers an easy way to interact with each other whenever and wherever they are. You can set up a private site for your patients or members using Experience Builder with the Customer Service template.
Which Objects Are Available for Experience Cloud Users in Health Cloud?: An Experience Cloud license determines the baseline feature access available to Experience Cloud users in Health Cloud. Each Experience Cloud license makes create, read, edit, or delete permissions available to Experience Cloud site users for specific data objects.
Available Objects for Experience Cloud Users in Retail Execution: An Experience Cloud license determines the baseline feature access for an Experience Cloud user. Users with the Experience Cloud license can create, read, edit, or delete permissions for the data objects on the Experience Cloud site. Assign user permissions for these objects through a profile, permission set, or both.
Release Your Patient or Member Experience Cloud Site as an App: With Salesforce Mobile Publisher, you can create your own dedicated, branded app that helps people stick with goals and get faster access to treatment. You can convert an existing Experience site to a mobile app, or you can create one using a handy template provided by Health Cloud.
Experience Cloud Setup Checklist for Health Cloud: Building an Experience Cloud site is the result of research, mapping goals, and defining your audience. At the same time, you must have all your ducks in a row so the actual implementation process is seamless. You know your org best, but use this general checklist to help you organize what you need for your Health Cloud Experience sites.
Add the Care Determinants Component to a Record Page: The Care Determinants Lightning component lets you associate barriers with an object like an account and configures how barriers and their details appear in the app.
Care Plan Selector for Health Cloud Empower: The Care Plan Selector for Health Cloud Empower component is a picklist that helps an Experience Cloud user select a specific person's care plan.
Care Plan Tasks for Health Cloud Empower: The Care Plan Tasks for Health Cloud Empower component helps Experience Cloud users see tasks associated with a care plan. Members can choose to see either their incomplete or complete tasks.
Care Programs for Health Cloud Empower: The Care Programs component displays the programs a user is enrolled in. If your organization has adopted the Program Management data model, you can use this to provide personalized information to users by various channels, such as an Experience Cloud site or a mobile health app.
Care Team for Health Cloud Empower: The Care Team for Health Cloud Empower component shows all the members of a patient's care team so they can work together in an Experience Cloud site.
Timeline for Health Cloud Empower: The Timeline for Health Cloud Empower component enables patients who are logged in to the site to see their past, current, and future healthcare events.
How Patient Experience Sites Work: Use the Customer Service template for a quick rollout of a patient or member Experience site, with easy customization using Experience Builder. Lightning components help you build a patient Experience site in no time at all.
Manage Mappings Between Conditions and HCC Codes: Salesforce provides the most current mappings between International Classification of Diseases (ICD) and Hierarchical Condition Category (HCC) codes. These codes are used to calculate patient risk for the Analytics for Health Cloud: Risk Scoring app. You can add or edit these mappings, but doing so can affect the accuracy of your results.
Set Up Care Request Configurations: Create care request configuration records for different types of care requests such as PreAuthorization, Admission, Drug Request or Service Request. Associate each configuration with a record type.
Map External Program Enrollment Fields to Your Org: To use the Care Program Enrollments API to create program enrollment records, create mappings from source system fields to Salesforce target entities and attributes.
Display a Patient’s Life Events: Add the Person Life Event component to your custom Account record page to give care team members an at-a-glance view of their patient’s life events to help them identify a care plan tailored to the patient’s condition and life events.
Customize Medical Data on the Patient Card Component: The Patient Card helps care coordinators track a patient’s condition at a glance by showing data from various objects that store the patient’s health data. Remove unneeded fields from the Patient Card, or add fields from any object that has a reference to the patient record.
Customize the Timeline View (Managed Package Feature): Add or remove healthcare events from the timeline view to give care coordinators and patients a chronological view of healthcare events. This topic applies to legacy Timeline, not Enhanced Timeline.
Action Launcher for the Contact Center: Help contact center agents quickly deploy commonly used processes and workflows. Configure frequently used actions and pin them to the Action Launcher component.
Advanced Patient Card for Contact Center: In the Contact Center, Advanced Patient Card is an interactive Flexcard that contact center agents can use to review and create records about a patient’s health. The Account Record Page Contact Center record page layout already includes this Flexcard.
Assign Permission Sets to Contact Center Users: Provide contact center agents with the permission sets required to use the Contact Center in Health Cloud. Permission set licenses are assigned by default when you assign permission sets to users.
Configure the Contact Center: Before contact center agents can start using the Contact Center, some configuration is required. Add tabs to the person account’s related list, turn on field-level security, and set the default app layout for the Contact Center.
Configure the Person Account Page Layout for Contact Center: Help contact center agents view the member’s insurance plan details and medication statements at a glance in the Contact Center. Add important fields like Gender and Birthdate to the person account page layout so that they show up in the Profile card. Add Medication Statements and Member Plans to the person account record’s related lists.
Customize the Action Launcher in the Contact Center: Create your own quick actions and configure them in the Contact Center Action Launcher component. For example, if the contact center agent frequently gets requests to add patient medications, create a deployment from the Action Launcher in Setup.
Enable Admin Settings to Use Contact Center: To use the Contact Center for Health Cloud app, first enable Contact Center and Timeline, and then set up Identity Verification.
Verify Field-Level Security for the Account Number Field Is Enabled: Turn on field-level security for the Account Number field so that contact center agents can validate a caller’s identity using the member’s account number. If you cloned the standard user profile to create a profile for contact center agents, the field is visible by default.
Customize the Existing Timeline in the Contact Center: You can configure objects to track in the Contact Center Activity Timeline. This timeline is an Account-based timeline with Case, Engagement Interaction, and Engagement Topic as related objects. To customize this timeline, deactivate it, add related objects, and then activate it again. You can also create a new timeline instead.
Enhanced Timeline for the Contact Center: Enable contact center agents to view important information on a timeline. Contact Center’s Timeline is an interactive component that displays past engagements, discussion topics, and cases. Agents can set date ranges to view specific events, and create and update records.
Explore the Components of the Contact Center: Contact Center for Health Cloud offers a 360-degree view of the member, including patient info, member plan details, health-related specifications, and a timeline of the member’s interactions with the contact center agents. Agents can also use quick actions to complete tasks, receive alerts, and read knowledge articles.
Flexcards for the Contact Center: The contact center uses Flexcards to provide contact center agents with critical information about the patient’s details, health information, and insurance plan. Flexcards are customizable templates that you can configure and stylize.
Contact Center for Health Cloud: Contact Center for Health Cloud digitizes customer service processes for contact centers and empowers agents to swiftly address members’ questions and concerns.
Open CTI Softphone for the Contact Center: Integrate the Contact Center with Open Computer Telephony Integration (CTI) Softphone to help contact center agents seamlessly manage members’ calls directly in Salesforce.
Profile Card and Member Plan Flexcards for Contact Center: In the Contact Center, Profile Card and Member Plan Flexcards provide a quick summary of member information and insurance plan details. The Account Record Page Contact Center record page layout already includes these Flexcards.
Record Alerts in the Contact Center: In the Contact Center, Record Alerts notifies the contact center agent when there’s a record change that requires immediate attention. Configure which record changes you want to trigger those alerts.
Create a Profile for the Contact Center User: Clone the standard user profile and add standard object permissions for the Engagement Interaction, Engagement Topic, Engagement Attendee, and Record Alert objects. Assign the profile to your contact center agent.
Copy the AWS Region and Account ID: Before you encrypt your data by using Amazon Web Services, copy the AWS region and account ID from the Einstein Relationship Insights component.
Create Approval Actions: Use approval actions to determine what actions happen after an approval request is accepted, rejected, or recalled.
Create Article Types in Knowledge for Health Cloud: Article types are the first step in creating the articles used to display protocols. An article type defines the structure and the types of content an author can add to an article or a protocol.
Customize Event Types and Mark Events as Unique: To get a complete view of your patients’ health, add major events that shape their journey. If the default event types don’t address your needs, you can create additional event types, such as job loss, divorce, or chronic stress. You can also mark certain events as unique, and deactivate or reactivate the event types as needed.
Create a Service Case Record Type: Add a health-specific record type to your service case object to store the data that your flow generates.
Create a Quick Action to Launch the Flow: Help users launch and navigate through workflows using quick actions. Quick actions enable you to perform a series of actions with just a few clicks. You can also create customized quick actions based on the specific needs of your users. Add a quick action to your interface so that users can easily launch your flows.
Set Up Data for Provider Search: Create records for practitioners and facilities that contain the basic information your users need in provider search results.
Create a Permission Set for CRM Analytics Users: Create a permission set that enables view access to the dashboard. You can also grant permission for users to download a .CSV file of the patient or member lists that are generated in the dashboard.
Action Launcher for Crisis Support Center Management: Help crisis center counselors to quickly launch commonly used assessments, processes and workflows so that they can provide uninterrupted crisis support services without having to navigate to other pages. Configure frequently used assessments and actions, and pin them to the Action Launcher component for easy access.
Assign Permission Sets to Crisis Support Center Users: Provide crisis center counselors, volunteers, and managers with the permission sets required to use the Crisis Support Center Management app. Permission set licenses are assigned by default when you assign permission sets to users.
Configure Assessments for Crisis Support Center Management: Assessments help counselors gain a better understanding of a client’s risk. To use and customize samples of standard intake, risk, and safety plan assessments, you must install OmniStudio, enable Discovery Framework, and then deploy the sample assessments.
Enable and Configure Notes for Crisis Support Center Management: Enable Notes so that counselors can capture observations and details that the client shares, and record a summary after a call has ended. Then, add the Notes related list to the Case page layout using the page layout editor.
Enable Enhanced Timeline for Crisis Support Center Management App: If you haven’t already enabled Enhanced Timeline in your org, enable this feature for Crisis Support Center Management to give users a chronological view of a client’s interaction history. Enhanced Timeline is an interactive component that displays past engagements, engagement topics, and cases. Users can also create and update records.
Enable Provider Search for Crisis Support Center Management: Enable Provider Search so that crisis center counselors can search for relevant providers for clients, directly in the Crisis Support Center Management app. Then, ensure that data about practitioners, facilities, and their relationships is set up correctly.
Enable Users to Create Knowledge Articles for Crisis Support Center Management: Authorize experienced crisis center managers, crisis center counselors, and behavioral specialists to create knowledge articles to share with clients. For example, clients may benefit from an article that explains how to deal with an anxiety attack.
Intake Flow and Engagement Interaction for Crisis Support Center Management: When a crisis center counselor accepts a call using Open CTI Softphone integrated with the Crisis Support Center Management app, the intake flow automatically opens in the Engagement Interaction tab. The counselor can capture client details and associate the client with an existing account or create a new one. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.
Make Assessments Available to Crisis Support Center Management Users: Grant users the required access and permissions to use assessments. Add the Assessments related list to the Case page layout so counselors can quickly find completed and ongoing assessments associated with a case. Configure an Action Launcher deployment with assessments and place the component in a case record page.
Crisis Support Center Management: Empower counselors to swiftly respond to a crisis using a simplified intake flow that records details about the client and the interaction. Users can also capture notes, track the client’s interaction history, create and share Knowledge articles, search for beds, create referrals, and share provider details.
Set Up Open CTI for Crisis Support Center Management: Integrate the Crisis Support Center Management app with Open Computer Telephony Integration (CTI) so that crisis center counselors can receive calls directly in Salesforce.
Set Up the Enhanced Analytics for Healthcare App: Streamline the care request and care management processes for your providers, payers, and care managers with the Enhanced Analytics for Healthcare app.
Change Category Selections After Installing the Enhanced Analytics for Healthcare App: Keep up with ever-changing business needs by fine-tuning your Enhanced Analytics for Healthcare app. After installation, you can change category selections, and subsequently install new dashboards and update or delete existing ones. And there is no need to re-install the app, as you can change categories directly from the Health Cloud CRM Analytics Settings page.
Install the Enhanced Analytics for Healthcare App: Save time by installing the Enhanced Analytics for Healthcare app and its related dashboards from within Health Cloud. The Health Cloud CRM Analytics Settings page is a simplified, one-stop solution to help you install, update, or delete the app’s dashboards.
Update the Enhanced Analytics for Healthcare App: Gather the best insights to fulfill operational requirements and achieve the full potential of the Enhanced Analytics for Healthcare app by keeping it up-to-date with the latest version.
Get to Know the Enhanced Analytics for Healthcare App: The Enhanced Analytics for Healthcare app includes dashboards for both Utilization Management analytics and Care Management analytics. Prioritize payer and provider care requests efficiently using the Utilization Management dashboards. Track and analyze team performance and task status using the Care Management dashboards.
Use Custom Metadata Settings to Configure Health Cloud: If you’ve installed the Health Cloud managed package, custom metadata for Health Cloud allows you to configure a variety of settings. Some examples include designating which field sets the Care Plan Components reference, customizing the "patient" label in the Care Plan Component, and determining which record types Health Cloud uses for patients.
Health Cloud - Admin App (Managed Package Feature): The Health Cloud - Admin app includes a set of tabs where you can customize Health Cloud features to support the ways your organization works with patients or members.
Add Custom Task Types: Custom task types help your care coordinators create tasks that are specific to the type of care that they deliver. For example, for an outpatient orthopedic surgery center, task types could include Pre-Op Lab Work or Weekly PT.
Customize Care Team Roles: The roles that people have in the healthcare world are incredibly varied. So you have the flexibility to change the standard Health Cloud roles to ones that reflect how your organization works.
Customize Problems and Goals: You can customize problems and goals in Lightning Experience by editing the corresponding page layouts. In Salesforce Classic, use field sets to change the delivered pages. With field sets, you can add custom fields or change the order of existing fields on the pages used to create problems and goals.
Set Up Document Types: Define common required document types to associate a new document checklist item with a document type. You can also use document types for filtering in reporting.
Intelligent Document Automation: Simplify the document management process, reduce manual data entry, and get patients the right care and services faster by managing patient and member forms all in one place, from intake through processing. Patients can upload their own documents on an Experience Cloud site. You can route forms automatically to the right queue for faster review and processing in a digital, HIPAA-compliant workspace.
Document Tracking and Approvals: Create a document checklist item for each file required from a customer. A customer or user then uploads a relevant file for the document checklist item, and the files are tracked through an approval process. Customers upload new versions of rejected documents and track the progress of their uploaded documentation from submission to approval.
Set Up Intelligent Document Automation: To simplify your document management process, set up document types, enable an API to extract data, and ensure your users have access. You can also set up action plans, queues, or processes to automate your document work flows.
Provide Action Plan Templates: You can provide templates for users to create action plans. An action plan can improve the consistency of your document workflow by guiding the user to the right selection of document checklist items every time.
Set Up a Document Type: Set up a document type to hold the data you’re extracting from incoming documents. We start with a document type to handle patient referrals. You can use the same steps to create document types for any kind of data you anticipate working with.
Set Up Intelligent Document Automation Users: Determine the users who work with documents and forms and give them the tools they need. For patient referrals, these users typically are case managers or intake coordinators.
Contact Tracing for Public Health: With contact tracing, public health organizations can use data to track the spread of disease, gather details from exposed people, and recommend care plans and services. Set up the objects, metadata type, and queue for contact tracing.
Contact Tracing for Employees: With Contact Tracing for Employees, your company can manage the manual contact tracing process and track the spread of disease while caring for your employees.
Health Cloud Empower Lightning Components (Managed Package Feature): Health Cloud Empower Lightning components are prepackaged resources that make it quick and easy to set up a private patient or member site with Experience Cloud where people can access care plans, care teams, care programs, or timelines.
Enable Digital Experiences for Health Cloud: If you’re extending the Health Cloud console with Experience Cloud sites, the first step to set up a site is to enable digital experiences.
Turn on Person Accounts in Health Cloud: After you enable Person Accounts in your org, and if you’ve installed the Health Cloud managed package, update the Use Person Accounts custom setting so that you can use person accounts to represent patients and members in Health Cloud. Then assign the Person Account record type to user profiles to fully enable person accounts.
Enable Provider Search: Give internal users and Experience Cloud site users access to Provider Search. Follow guided setup steps that walk you through setting up facilities and practitioners, configuring Criteria-Based Search and Filter, and enabling optional features.
Enable View Access for Health Cloud CRM Analytics Users: Enable access for users to view the Analytics for Health Cloud: Risk Stratification app. Users who are assigned a Health Cloud CRM Analytics permission set can then access Analytics Studio from the App picker.
Create AWS Key to Encrypt Your Data: If you have enabled Salesforce Files, add another layer of data protection and encrypt your data by using Amazon Web Services (AWS). Encrypt data by using your own keys.
Automatic Re-Encryption of Data: If you enable automatic key rotation for your AWS Key Management Service (KMS) key, AWS rotates the root key material annually. During the root key rotation, the system rotates your data key, which is used to encrypt and re-encrypt the data.
Create Other Versions of App: After the initial instance of Enhanced Analytics for Healthcare app is created, you can create other versions using Analytics Studio so that your team members can use a version that meets their requirements. You can create as many versions as you need.
Use Enhanced Analytics for Healthcare: The Enhanced Analytics for Healthcare app provides a complete solution for streamlining the prior authorization review workflow. Use the analytics dashboards to get insights into open tasks, prioritize the authorization review requests for the day, identify the requests that need attention to avoid SLA breaches, and more. The personalized care requests dashboards for each user role offer quick insights to monitor and assess outstanding care requests authorization and reviews.
Home Health Insights: Use the Home Health Insights dashboard to gain insights into home healthcare resources' work hours, appointments, utilization rate, and overall service efficiency. See a comprehensive view of care resources' work schedules to optimize productivity and improve patient care.
My Care Requests-Utilization Management Intake Specialist: The My Care Request dashboard gives intake specialists a comprehensive overview of their care requests and review status. Use the visualizations to quickly identify the requests that require immediate attention based on the due date, and take informed actions on the care reviews.
Patient Segmentation: Use the Patient Segmentation dashboard in the Enhanced Analytics for Healthcare app to gain insights into patients’ demographics, risk scores, and health conditions. Identify high-risk patients and assess their priorities to strategically allocate resources to improve patient care and optimize resource utilization.
Referral Analytics: Analyze the incoming and outgoing referrals in a healthcare facility and assess the priority, quality, and effectiveness of the referral process for informed decision-making and timely patient care.
My Care Requests-Utilization Management Nurse: The My Care Requests dashboard gives a utilization management nurse or a clinical reviewer a comprehensive overview of their care requests and review statuses. Use the visualizations to quickly identify requests that require immediate attention based on the due date and make informed decisions on the care reviews.
My Care Requests-Utilization Management Provider: Use the My Care Request-Utilization Management Provider dashboard to get insights into care requests and analyze the priority of care requests based on the due date. You can create a new care request from the dashboard.
Embedded Dashboards: View dashboards such as the Care Plan Management and Referral Analytics in the Enhanced Analytics for Healthcare app. Salesforce administrators can embed these dashboards in specific Lightning Experience pages.
Choose the Life Event Details to Show on Hover: When you hover over a life event, an expanded lookup card displays the key fields from the event record. You can customize the associated compact layout and choose the fields that you want to show in the expanded lookup card.
Health Cloud Flows Package (Managed Package Feature): You can make it easier for call center reps to complete some common tasks by setting up flows they can launch from the Health Cloud console. You can clone the template flows and customize them according to your business processes to help your call center reps handle service requests from patients and members.
Intelligent Form Reader: Intelligent Form Reader provides optical character recognition for data extraction. The information extracted from a document can be used to create or update record fields, or to verify data that's already in the org.
Intelligent Document Automation for Agentforce Financial Services: Simplify the document management process, reduce manual data entry, and get customer-submitted information such as W2 forms, tax returns, or other financial documents faster using the Intelligent Form Reader.
Hide Sensitive Life Event Types: At times, it’s inappropriate to mention a life event because the patient hasn’t yet experienced or isn’t likely to experience that life event. When you hide a life event type, it doesn’t appear on the Life Events component until you add a life event of that type for the patient.
Customize the Highlights Panel in the Health Cloud Console: The Highlights panel contains information you want front and center, such as the patient's contact information, Medical Record Number, and the name of the care coordinator or other internal person who's responsible for tracking this patient. Customize the Highlights panel to show the information that's most pertinent for your organization.
Configure Reciprocal Roles: Within a relationship, a reciprocal role is the role of one entity relative to another entity. For example, husband and wife, or caregiver and patient. We provide commonly used reciprocal role records. You can add reciprocal role records to specify more granular roles for extended families, specific types of caregivers, or various professional affiliations.
Set Up Artificial Intelligence Use Cases: Get predictions about the likelihood of prior authorization requests breaching service-level agreements (SLA), and recommendations about services that are likely to be received and requested by payers and providers.
Services Pathway and Bundling Recommendations: Get recommendations about the services that are likely to be received by payers based on a member’s primary diagnosis by creating an app using the Services Pathway and Bundling Recommendations template. You also get recommendations about the services that are likely to be requested by providers based on a member’s primary diagnosis and previously submitted authorization requests. Use these recommendations to make quicker clinical determinations and provide timely care.
Create an App to Get Recommended Services and Drugs: Use the Services Pathway and Bundling Recommendations template to create an app that generates a list of services that are likely to be included in authorization requests.
Recommended Services Pathway and Bundling Dashboards: Show payers the services that they’re likely to receive by adding the Recommended Services Pathway dashboard to a case record page. The Recommended Services Pathway dashboard also shows previously submitted service authorization requests for a member. Show providers the services they’re likely to request by adding the Recommended Services Bundling dashboard to a case record page.
Services Pathway and Bundling Recommendation Recipes and Datasets: The app created using the Services Pathway and Bundling Recommendations template creates three recipes: Get Example Set, Get Prediction Set, and Get Recommended Services. The recipes create historical, example, prediction, and recommendation datasets.
Intelligent Document Reader: Use optical character recognition to automatically extract data with Amazon Textract using your AWS account. Specify the document type that can be associated with the form, upload the form, and map the form’s fields to a Salesforce object’s fields. For example, you can specify that a patient's birth date in a referral form must be stored in the Birthdate field of the patient's Contact record. The extracted information can be used to create or update record fields, or to verify data that's already in the org. For example, you can check a person’s birth date against the birth date in their scanned passport.
User Personas for Intelligent Sales: Working with Intelligent Sales incorporates three types of activities. The optimal way to use Intelligent Sales is to divide and conquer these activity types with different user personas.
Set Up Your Accounts, Contacts, and Locations: The hospital accounts your organization deals with is the first set of information you add to the Intelligent Sales data model. After you add an account, you add contacts your reps meet with when they visit that account. Then you can add the accounts’ locations.
Sample Apex Trigger for Visit and Inventory Access: Implement appropriate Apex Classes and Triggers in your org to control how visit and inventory access is shared with your users. You can write these classes and triggers in any way that best suits your organization's requirements. Here are some sample Apex classes and triggers to help you get started. The Visit trigger provides sharing access to the Visit object and related objects at the time a visit is created or updated. The Visitor trigger provides access to the user who is assigned to a visit. You can use these Apex triggers with profile-based permissions and organization-wide sharing settings to make sure that users access just their visits and inventories.
Set Up Visit Tasks and Action Plan Templates for Cycle Counts: Action plan templates define the sets of tasks that your sales reps perform during visits. Our system automatically creates visit tasks for scheduled cycle count visits using the details you define in these action plan templates.
Use External Data Sources for Expected Quantity in Cycle Counts: Expected quantities in cycle counts are automatically calculated from product item records in Intelligent Sales. However, if you need to use external data sources for these numbers, use our IFetchInventoryCount Apex Interface with your own custom Apex classes and methods.
The Intelligent Sales Data Model: Intelligent Sales uses many objects to work its magic for your sales teams. But not all user roles interact directly with these objects. Admins interact with them more than sales reps or other field-oriented roles.
Enable Intelligent Sales: Before your users can use Intelligent Sales, you must enable the Intelligent Sales and Visit Inventory Management org prefs in your Salesforce org.
Intelligent Sales Sample Flows for Field Inventory Management: Manage your serialized inventories using the Intelligent Sales Sample Flows for Field Inventory Managements. Capture and fulfill product requests and ensure all products are accounted for by performing cycle counts with built-in business processes designed to optimize field inventory management. To ensure that the flows meet your business’ unique needs, flows are customizable.
Register and Authorize Patient Product Orders Faster with Flows: Salesforce provides two pre-built flows with Intelligent sales to make surgical visits easier. The Patient Registration and Order Authorization flows are both compatible with Intelligent Sales, and helps perform two assessment tasks that are common in surgical visits.
Assign Permission Sets for Intelligent Sales: Assign the Action Plans and Industries Visits permission sets to your users so that they can use Intelligent Sales. Also assign the Health Cloud Starter (for Life Sciences Cloud) or Health Cloud Foundation (for Health Cloud) permission set.
Set Up Your Products and Inventories: Records in the Product object define your products. Product inventories are stored in the Product Item object. The Product Fulfillment Location object associates sales reps with the inventories they own and accounts they’re responsible for.
Set Up Visit and Inventory Access: Set up the right object permissions so that users access just the visits and inventories they’re responsible for. You can use Sharing Settings and custom Apex triggers to set up access.
Set Up Data for Intelligent Sales: To help your users get the most out of Intelligent Sales, make sure that your Salesforce org is set up with the right data.
Visit Types in Intelligent Sales: Intelligent Sales helps your sales reps and sales operations teams schedule visits for your business. Visits can be either surgical case visits for your reps to sell their products, or cycle count visits for your reps to audit their inventories. Visit types are created using the Work Type object.
Set Up Action Plan Templates for Surgical Case Visits: Action plan templates define the sets of tasks your sales reps perform during visits. Our system automatically creates Assessment Task records for scheduled surgical case visits using the details you define in these action plan templates. Action plan templates created for surgical case visits use flows as visit tasks for your sales reps.
Set Up Work Types for Visits: Use work type records to create visit types. Work types determine the kind of visits that are created using the New Visit Flow on the Intelligent Sales home page. You can create work types for surgical case visits, cycle count visits, or blind cycle count visits. The work type used to create a visit also determines whether that visit is factored into product shortfall projections.
Salesforce Knowledge: Salesforce Knowledge enables you to easily create and manage content and make it available to other healthcare professionals, as well as patients, members, and the care team.
Enable Knowledge Users in Health Cloud: Before you can set up all the great features of Salesforce Knowledge, make sure that you’re a Salesforce Knowledge user.
Agentforce Life Sciences: Agentforce Life Sciences brings customer, clinical, and patient engagement together on a single, connected platform. As a Salesforce admin or implementer, use this guide to help you set up your organization for success with Agentforce Life Sciences.
Localize Labels in Multilingual Orgs (Managed Package Feature): If you have a multilingual org, use the Translation Workbench to localize the labels in the Health Cloud console. Specify languages you want to translate, create translations for customizations you’ve made, and override the labels in Health Cloud.
Manage Life Events (Managed Package Feature): Capture events and milestones in a patient’s life with Life Events. You can create custom life event types, activate or deactivate them, and make them unique. You also can hide sensitive life event types, change the default icons that represent the life event types, and choose the details your users see when they hover over a life event.
Flow Builder and Process Builder Actions for Manufacturing Cloud: Manufacturing Cloud provides default actions to use in Process Builder and Flow Builder. These actions can help you automate sales agreements, account forecasting, advanced account forecasting, and account manager targets.
Map Person Accounts in Health Cloud: If you’ve installed the Health Cloud managed package and enabled person accounts, configure a default mapping record to create patients or members in Health Cloud.
Standard Fields Used in Provider Search: The Care Provider Searchable Field object stores data from the Healthcare Provider and Healthcare Practitioner Facility objects. It improves the speed and scalability of allowing users to search for providers.
Medication Management: Medication Management helps providers and care coordinators manage the medication regimen of their patients, helping to improve patient safety and reduce healthcare costs.
Medication Management Data Model: Before you can use the Medication Management data model in your org, you must enable the FHIR R4-aligned Clinical data model and configure the Medication Review feature.
Enable Medication Management and Assign Permissions to Users: Enable Medication Management and assign the required permission sets so that providers and care coordinators can perform reconciliations of their patients’ medication regimen and medication therapy reviews.
Medication Management and Medication Review: Improve patients' medication regimen and reduce medication-related errors with Medication Management and Medication Review. Capture standardized information related to medication with the help of Medication Review. Use Medication Management to perform medication reconciliation and medication therapy review for patients.
Medication Reconciliation: Medication reconciliation is a comprehensive evaluation of a patient’s medication regimen achieved by comparing the patient’s current and previous medication lists. The process helps to ensure health benefits and safety by identifying whether the patient is taking new medications, using non-prescription drugs, or has changed previous medications.
Medication Review: A patient’s medication list can include many prescription medicines and non-prescription medications from different sources. Medication Review helps providers and care coordinators optimize, review, and efficiently manage the patient’s medication list.
Configure Patient Medication Manager for Medication Review: Add the Patient Medication Manager Lightning component to person account record pages so that your clinicians can start using Medication Review. You can choose which fields appear in the component. You can also select a custom flow for adding medications instead of the default Add Patient Medication flow.
Create a Custom Flow to Add Medications: Provide additional flexibility for your clinicians to add medications by using a custom flow instead of the built-in Add Patient Medication or Add Basic Medication Details flow. Depending on your business needs, you can set up a custom flow and associate it with the Patient Medication Manager Lightning component.
Objects Used in Medication Review: Medication Review uses objects from the Health Cloud Clinical data model to store medication-related information. The Clinical data model must be enabled for your org if you want to use Medication Review.
Supporting Medication Review: Health Cloud offers Medication Review as a Lightning component that you can configure on Person Account record pages for your clinicians to use. When you use it with the built-in flow that’s integrated with RxNorm, this component makes it easier for your clinicians to record medication-related information, with fewer errors.
RxNorm Terms and Information: Health Cloud Medication Management and Medication Review are not intended for use by, and should not be used by, organizations: (i) located in; or (ii) otherwise engaged in the provision of medical, healthcare, disease treatment or management, health benefits, research or similar services within jurisdictions other than the United States, Australia, Canada, and the United Kingdom (excluding Northern Ireland).
Medication Therapy Management: Medication Therapy Management offers a range of services to help patients optimize their medication regimen for the best possible therapeutic outcomes, reduced medication-related adverse events, and minimized healthcare costs.
Create Predefined Tasks for Medication Therapy Management: Help your pharmacists recommend to-do list items to their patients during medication therapy reviews. You can set up predefined, patient-specific tasks for addressing healthcare issues that pharmacists can assign to patients.
Create Care Programs for Medication Therapy Review: Use Health Cloud’s Care Program feature to create a care program for medication therapy reviews for the corresponding year. Pharmacists can conduct comprehensive and targeted medication reviews for patients who meet eligibility criteria and are enrolled in the care program.
Understand and Customize the Medication Therapy Review Flow: The built-in Start Medication Therapy Review flow helps streamline the initiation process of comprehensive and targeted medication reviews by determining the patient’s cognitive status based on their health conditions.
Configure Reasons for Care Program Opt-Out: Help your pharmacists record the reasons why their patients opted out of a medication therapy management care program. Patients can temporarily or permanently opt out at any time, so it’s important to understand and track the reason why.
Multiple Care Plans: When multiple care plans are enabled in your org, care coordinators can create one or more care plans per person, allowing more focused, manageable care components. All care plans for a given person appear in a condensed view within the console, allowing easy access to the underlying problems, goals, and tasks.
Add a Field to the Patient Card Component: To add a field to the Patient Card component, first create a formula field to filter which records to display, then create a Patient Card Configuration record.
Customize Patient or Member Information (Managed Package Feature): Provide care coordinators and managers with important information about a patient or member by configuring components in the console. Arrange the Highlights Panel, Patient Card, Patient Info, and Patient Navigation components to fit the way your care coordinators work.
Display Information on the Patient Info Component: The Patient Info component, which is part of the patient or member information section of the Health Cloud Console, shows essential identification information about the person, including a thumbnail photo when one is available. This component isn’t customizable.
Control Access to Patient or Member Lists: By default, any patient or member list created in your org is available to all users with access to the Health Cloud console. Use sharing settings to control access to patient or member lists.
Types of People in Health Cloud: At its core, healthcare is focused on patients or members. But every patient or member is surrounded by a team of people who support them. Health Cloud provides a 360-degree view of the patient or member that includes their primary care physician, additional care team members such as physical therapists and family members, and even medical supply companies.
View and Assign Health Cloud Permission Sets and Permission Set Licenses: Permission sets give users access to objects and fields, custom metadata, and other app and system settings. Permission set licenses grant users access to features that aren’t included in their user license. To work in Health Cloud, users need the appropriate permission sets and permission set licenses.
Set Up Person Accounts to Represent Health Cloud Members and Patients: Person accounts store information about specific people by combining certain account and contact fields into a single record. In Health Cloud, always model your patients or members as person accounts. You can’t fully use Health Cloud functionality if you don’t model your patients and members as person accounts. We also strongly recommend person accounts for providers who are their own independent entity with practicing rights at a number of locations.
Create Page Layouts and Record Types for Patients and Providers: Create multiple record types to offer different business processes, picklist values, and page layouts to different users. For example, differentiate your patient records from your provider records by creating a record type for patient accounts and a record type for provider accounts. You can configure page layouts and assign them to each record type to show different data for your patient versus your provider.
Set Up Basics for Agentforce Health: Before you set up specific features in Agentforce Health (formerly Health Cloud), perform basic setup tasks such as enabling person accounts and installing Omnistudio.
Configure Custom Payment Agreement Types: Give your contracting specialists additional flexibility by providing other payment types. You can configure custom payment types that meet your organization’s business needs and contract specifications.
Set Up Povider Network Contract Management: Contract management plays a significant role in provider networks. An effective contract management system ensures that contracts have the right payments, providers are held accountable for care outcomes, and clinicians work towards qualitative, patient-centric care. It involves defining appropriate, agreed-upon payment terms so that payers, providers, and provider groups can focus on care coordination and health management.
Contract Management in Health Cloud: Health Cloud's comprehensive contract management solution provides payers, providers, and provider groups with a single, integrated system for recording contract information. The ability to find the information they need and manage fee schedules all in one place makes your contracting specialists' jobs easier and ensures faster access to patient care.
Provider Network Management Data Model: The provider network management data model provides standard objects and record types for provider data. This data includes the provider application, credentialing, and contract payment terms.
How Provider Network Management Works: Provider Network Management in Health Cloud enables payers and provider groups to easily enroll providers, construct effective provider networks, and retain top healthcare talent. Provider Network Management streamlines provider enrollment and supports a range of contract types, network models, and provider relationships.
Provider Enrollment: Provider Network Management reduces provider onboarding time with an efficient registration, recruitment, credentialing, and verification experience. It also increases provider engagement and satisfaction, and improves payer operational efficiency.
Network Participation: A network participation associates a provider or provider group with a network. Putting together a network participation for a provider or provider group is the logical next step to onboarding them into your organization’s network.
Network Participation in Health Cloud: The Network Participation Lightning component helps your users view and register network participations for the providers they onboard. Records created by this component are stored on the Healthcare Facility Network object. If a contract is specified for the network participation, then an additional record is created on the Provider Network Contract object as well.
Configure the Network Participation Component: Add the Network Participation Lightning component on appropriate record pages to help your users register network participation for the providers that they bring into their network.
Provider Network Management for Site Users: Give site users access to Provider Network Management to help them easily manage their provider networks and contract payment terms.
Manage Procedures: Use the EHR Procedures tab to manage the relevant data about the medical procedures a patient or member undergoes that are tracked or monitored in Health Cloud.
Manage Procedure Performer Records: Use the Procedure Performer tab to manage the relevant data about the practitioners who perform a procedure on a patient or member.
Manage Procedure Requests: Use the EHR Procedure Requests tab to manage the relevant data about requests for a patient or member to undergo a medical procedure.
Manage Programs: Use the Programs tab to manage the relevant data about the programs a patient or member participates in that are tracked or monitored in Health Cloud.
Manage Program-Patient Affiliations: Manage the associations between patients and the programs they’re enrolled in. This record can also link a person with the providers who care for them within their enrolled programs. Implement a custom integration or use Data Loader to import historical medical records from the EHR system. Then map the imported data to the fields that appear in this tab.
View Program Patient Summary Information: View a patient’s risk score and other summary information about the patient and affiliated programs using CRM Analytics dashboards. The person's risk score, along with demographic information such as age, gender, disability status, conditions, Medicaid eligibility, HCC codes, and other items appears in the dashboard.
Configure the Program Enrollment Flow: Use Flow Builder to automate your care program enrollment process. The enrollment flow helps your users select a program, add related products and providers, and capture the participant’s consent.
Create a Care Program and Add Related Records: To create a care program, define the program and the relationships and activities within it. Also create a care program product and care program provider and other records as needed.
Create User Records for Care Program Site Participants: Create user records that include permission for participants to log in to a site in order to review and consent to the related forms. Person accounts store information about specific people by combining certain account and contact fields into one record. Person accounts are the recommended record types for care plan participants.
Associate New Consent Documents with a Care Program: To associate new consent documents with a care program, define the relationship in the Data Use Purpose tab. Provide more information about each consent form with Authorization Form and Authorization Form Text. Then, use Authorization Form Data to associate the consent form with the care program.
Manage Care Program Enrollment Flows: Give your users a streamlined, guided care program enrollment process. Use Flow Builder to clone and configure the Program Enrollment flow and take advantage of the rich care program management data model.
Configure User Permissions and Sharing Rules: Set up organization-wide default sharing settings and grant specific access to the objects that make up a care program. Create and clone permission sets to give users the correct access to forms and other data.
Upload Care Program Consent Documents: Upload and organize the consent documents that are associated with a care program. Each document that is stored in the document library resides in a folder. The folder’s attributes determine the accessibility of the folder and the documents within it.
Identity Verification: Verify the identity of a caller before you share any sensitive information with them. Healthcare organizations across the world are required to comply with regulations such as HIPAA that govern protected health information. Failure to comply with these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information first prove their identity and access.
Manage Provider Information: Manage the current healthcare provider names based on information from the EHR Practitioner object, or related contact and user records.
Provider Relationship Cards: Set up provider relationship cards to quickly and efficiently show users what they need to know about providers and the facilities where they work, all in one place.
Import Data for Provider Cards: The data that helps users identify practitioners is stored in the provider objects. To create these records quickly, you can use Composite API requests to create and link multiple records using a single API call.
Get to Know Provider Network Management: Recruiting providers and adding and managing them in a provider group or payer network is a lengthy, time-consuming process. And the manual nature of this process has always been a pain point in the industry. Optimizing this process is essential to increasing provider satisfaction rates and improving patient outcomes. That’s where Health Cloud comes in.
Give Authenticated Users Access to Provider Search: Give authenticated users on your Experience Cloud site a way to search for healthcare providers by specialty, location, and other factors. Create a search page on your site and assign the profile, permission sets, and object access needed to view providers.
Use Custom Fields to Run Provider Searches: In addition to the standard fields in the Provider data model, you can also run searches for providers using custom fields. To use your custom fields with Provider Search, map them to custom fields in the Care Provider Searchable Field object. You can also create custom fields to set up dependent picklists to help users search more easily.
Synchronize Provider Search Data Manually: The standard Data Processing Engine (DPE) definition automatically updates the Care Provider Searchable Field records used for Provider Search one time per day. If you’re testing your setup and don’t want to wait for the automatic data sync, use the on-demand manual data sync.
Assign the Permissions Required to Use Provider Search: To search for providers and view the search results, users need the Health Cloud Provider Search permission set and access to several fields. You must also grant access to the Analytics Cloud Integration User profile, which is used by the Data Processing Engine definition to generate searchable records.
Compare Provider Search Features: Understand the capabilities of Provider Search and Provider Search with Criteria-Based Search and Filter and decide which features best meet your requirements.
Enable Data Pipelines for Provider Search: Provider Search uses the Data Processing Engine to transform data from your provider and facility records to a searchable object. Assign the Data Pipelines Base User permission set to the Health Cloud user enabling Provider Search, and then enable Data Pipelines.
Set Up Provider Search in Health Cloud: To set up Provider Search, first ensure your data is ready. Then you can give users access to the right fields and enable the necessary features in Setup. After that you can configure your users’ search experience.
Configure Referral Management: Set up the queues, objects, and access that your users must have to submit referrals.
Create a Trigger to Maintain Lead Visibility: Add a trigger that grants sharing access to the person who created the lead even when they’re no longer the lead’s owner. Granting sharing access enables the lead’s creator to track the referral after it’s converted to an opportunity.
Register and Ship Devices for Care Programs: Help patients stay on course with their care metric targets by registering healthcare devices or creating a shipping request to deliver devices to them. Care Coordinators can then track biometric data from these devices, identify healthcare gaps, and engage with patients for follow-ups.
Register and Ship Remote Monitoring Devices: Help patients stay on course with their care metric targets by registering healthcare devices or creating a shipping request to deliver devices to them. Care Coordinators can then track biometric data from these devices, identify healthcare gaps, and engage with patients for follow-ups.
Banking Relationship Assistance: Elevate your relationship teams’ ability to manage client meeting activities more efficiently with Agentforce Banking Relationship Assistance, a personal AI Assistive Agent integrated into Financial Services CRM. This assistive agent automates routine meeting tasks and helps relationship managers easily capture and understand client interactions, updating related records effortlessly. With Banking Relationship Assistance Agent, relationship managers can quickly identify new opportunities, log them in the system, and align proactively by using actionable insights on clients' evolving needs, action items, and key business decisions. Use the power of Agentforce to smartly anticipate your client’s future needs, challenges, or changes and drive more meaningful interactions.
Set Up Banking Relationship Assistance: Agentforce Employee agents help employees increase productivity, automate repetitive tasks, analyze data, personalize experiences, and handle creative tasks. Use the Banking Relationship Assistance template of type Agentforce Employee Agent to quickly get an agent up and running for your company's relationship teams. Or customize the template to include subagents and actions specific to your departmental needs.
Remote Monitoring Patients: With Remote Monitoring, care coordinators can create a reliable and personalized connection with patients, motivate them on their healthcare journey, and personalize care metric targets for each patient, making it easy to correlate care metrics and identify healthcare gaps. Charts that show biometric data and health metrics such as heart rate, blood glucose levels, or weight, help care coordinators track patient health with minimal effort. When a patient’s biometric data is out of range, care coordinators can proactively engage with patients.
Set Up Remote Monitoring in Health Cloud: Create code sets, units of measure, and care metric targets to set up remote monitoring. Enable care coordinators to remotely monitor health metrics by displaying care observations and remote monitoring charts on the patient’s account page.
Define the Renewal Periods for Sales Agreements: Determine the start of the renewal period for all sales agreements in your Salesforce org. Specify how many days before a sales agreement’s end date the renewal period should start. The renewal period ends on the agreement’s end date. Users can renew a sales agreement only during its renewal period.
Salesforce Shield: Salesforce Shield is a set of security tools you can use to comply with regulations on storing sensitive, protected health information. With Platform Encryption and Event Monitoring, you can monitor usage, prevent malicious activity, and protect data at rest while using Health Cloud’s full functionality.
Change Item Deletion Settings: Change the Checklist Items with Attachments setting to let document checklist items be deleted, even if files have been uploaded for them. By default, you can’t delete a document checklist item after a file has been uploaded.
Action Plans: An action plan defines the tasks and other items needed to complete a business process, such as handling a patient intake or scheduling a visit. You can create action plans for various objects, including account, campaign, case, contact, contract, lead, and opportunity records, and custom objects.
Set Up and Start Risk Scoring Dataflow: Set up row-level security to restrict access to records as needed. Schedule the app to refresh daily to ensure that it’s using up-to-date data.
Set Up Dashboards: Upload extended metadata (XMD) files to make sure that all custom colors, labels, and quick actions are available for dashboards in Analytics for Health Cloud. Extended metadata (XMD) enables you to customize the formatting of dataset fields and their values in CRM Analytics dashboards and lenses. If you modify the XMD for a dataset, every UI visualization that uses the dataset shows the modified format.
Create Intervention Types: Intervention types make up the standard, defined list of available referrals, programs, or other interventions maintained in your organization, including the related codes and code types.
Customize Picklists and Fields for Social Determinants: You can specify picklist values that are meaningful to your organization and users for the Care Determinant Type, Care Barrier Type, and Care Intervention Type objects. If your company uses custom values for the Status and Priority fields, you can add or change them as well.
Grant Access to Records for Social Determinants: Use sharing settings to specify the level of access your users have to records and fields used to assign and track information about social determinants. Organization-wide sharing settings specify the default level of access users have to each other’s records. You use organization-wide sharing settings to lock down your data to the most restrictive level.
Configure Health Cloud Profiles: Your org includes several standard profiles where you can edit a limited number of settings. You can assign these standard Salesforce profiles to your users. If you need custom profiles to extend visibility and provide access to certain objects, clone a standard profile and edit it to meet your organization’s needs. You can also adjust users’ profiles to determine their access to fields.
Customize Tasks: Customize the task types, priority, and status fields on the New Task page. Edit to reflect the kinds of tasks care coordinators most often assign, and use rating terminology specific to your organization.
Add or Edit Task Priority Values: You can change the values that appear in the Priority field that shows the importance of a task.
Add or Edit Task Status Values: You can change the values that appear in the Status field that shows the progress or measures the completion of a task.
CRM Analytics for Utilization Management: Set up and configure CRM Analytics-based dashboards contextualized for user personas to streamline Care Request management and optimize the prior authorization request workflows. You can also use the Approval Rate insight cards to support quicker clinical reviews and decisions by providing relevant insights during the review process.
Supporting Utilization Management in Health Cloud: Utilization Management (UM) is a health insurance plan's process of interfacing with plan members and contracted medical providers to interpret, administer, and explain the medical policies of the health plan. Health Cloud provides objects you can use to review and evaluate medical care services, communicate about clinical policies, and help health plan members ensure they receive the right care in the right setting at the right time.
Unified Health Scoring: Unified Health Scoring gives your users a holistic view of their patients’ health profiles. Using this feature, you can define a unified health profile for your organization that shows your users everything concerning their patients’ health. You can also configure contextual actions that prompt your users to intervene based on a patient’s score. This multidimensional view together with contextual prompts help your users plan their interventions better for improved health outcomes, greater patient engagement, and reduced healthcare costs.
Capture Scores and Score Categories in the Action Log: The action history logged in Health Score Action Log doesn’t include score information by default. Use this custom Apex code with our Apex interface to capture score information in your logs.
Configure an Actions Timeline: Use the Enhanced Timeline component to visually represent your users’ healthcare interventions with their patients or members chronologically.
Integrate Data 360 with Unified Health Scoring: While Unified Health Scoring can display a patient’s score information and historical score trends in a user-friendly interface, it doesn’t calculate those scores for you. Use Data 360 to aggregate a patient’s related records and derive the required scores.
Set Up Calculated Insights: Calculated insights use the data stored in data model objects to run aggregates and derive scores. You can use either SQL queries or the Calculated Insights Builder to configure the score derivation logic.
Connect Your Health Cloud and Data 360 Orgs: To get started with your Data 360 integration, set up a Data 360 instance. Then, use the Salesforce CRM connector to connect Data 360 to Health Cloud.
Configure Permissions for Data 360: Configure the Data Cloud Salesforce Connector Integration permission set so that Data 360 can access your Health Cloud data.
Set Up Data Streams and Custom Data Model Objects Manually: If the Unified Health Scoring data kit doesn’t have a data stream you need, or if you’d prefer not to use the data kit, you can configure your own data streams and custom data model objects manually.
Configure the Score Details for Unified Health Scoring Component: Place the Score Details for Unified Health Scoring component on an Account, Lead, or Contact record page. Then, configure the component to select the score category that sets its score context.
Configure the Unified Health Scoring Components: Your users interact with Unified Health Scoring using its three Lightning components. The Score Detail for Unified Health Scoring component shows users the detailed score breakdown of a patient’s unified health profile. The Score List for Unified Health Scoring component shows your users a list of their patients with their current and previous scores and the degree of score change. The Dynamic Actions for Unified Health Scoring component prompts your users to take action when certain conditions are met.
Customize Action Logs: Actions triggered from the Dynamic Actions for Unified Health Scoring component are logged in the Health Score Action Log object. You can customize the information logged in this object using the IUnifiedHealthScore Apex interface in a custom Apex class.
Define a Unified Health Profile: To define a unified health profile, create its score category, classify score ranges, and define subcategories. If you use Data 360 to calculate scores, also map its category and subcategories to their calculated insights in Data 360.
Enable Score History Tracking: To support tracking score history, enable history tracking for the Score and Date field in Health Score. The Score Details for Unified Health Scoring component can’t plot the score change over time graph without tracking score history.
Unified Health Profile: A unified health profile is the holistic view of a patient that covers the different aspects of their health and healthcare. This multidimensional view is achieved by defining a parent category for your profile and then defining all the subcategories that contribute to its performance.
Create a Score Category: Create a score category for your unified health profile using the Score Category metadata in Setup.
Classify Score Ranges: After you create a score category or subcategory, classify how its score ranges are interpreted. This classification helps your users quickly identify if a score is ‘great’ or ‘concerning’. Consult with your subject matter experts when you decide how to classify different ranges for each type of category.
Map Categories to Calculated Insights: To run the Score Synchronization API, you have to map score categories to their corresponding calculated insights in Data 360. This step isn’t required if you don’t use Data 360 or the Score Synchronization API.
Create Subcategories: Subcategories add depth to a unified health profile by adding information about a score’s subcomponents. You define subcategories using the same Score Category metadata you use to define a score category for your unified health profile. The only difference is that subcategories have a value in their Parent Category field.
Install the Claims Data Model (Managed Package Feature): The Health Cloud claims functionality is delivered as an unmanaged package containing a set of external objects that you customize to fit your organization's specific requirements. Note that you cannot install this unmanaged package unless you are still using the Health Cloud managed package, which is no longer available for new Health Cloud customers since June 2024.
Install the Flows Package: This optional extension package delivers three flows you can customize to help call center workers perform common tasks.
Artificial Intelligence for Utilization Management: Get predictions about the likelihood of prior authorization requests breaching service-level agreements (SLA), and recommendations about services that are likely to be received and requested by payers and providers.
Customize the Predefined Authorization Process: Provide additional flexibility for your users by customizing the predefined Omnistudio components and workflow rules. With these customizations, you can speed up process management and automation, and implement a simplified, time-saving solution to meet your organization's requirements.
Manage Rules for Automating Authorization Request Workflows: Use Business Rules Engine components and features to speed up and streamline approval processes, simplify complex lookups, and automate business decisions in your authorization request workflows.
Omnistudio Components for the Payer Authorization Request Process: Utilization Management is built using a predefined suite of Omnistudio components, which combine to provide a smooth, guided user interaction that empowers users in your payer organization to easily handle the complex authorization process.
Authorization Request Process Flow in a Payer’s Office: Utilization Management’s comprehensive approach for payers ensures that patients receive optimal medical care that’s delivered in the appropriate setting at the necessary time, while helping users properly manage high-cost care and hospitalizations.
Authorization Request Process Setup for Payers: Help users in your payer organization to easily handle and review authorization requests with a predefined app and a set of Omniscripts. These components present a centralized view of the information required for prior authorization and concurrent reviews, from eligibility check, to uploading supporting documents, to final approval.
Authorization Request Process Flow in a Provider’s Office: Utilization Management’s solution for providers gathers necessary clinical information from the Electronic Health Record (EHR) system and establishes a connection with the clearing house or payer system. With this seamless integration, provider users can efficiently create and submit authorization requests and deliver timely care to patients.
Built-In MuleSoft Integration to Manage Authorization Requests: Integrate Health Cloud with external Electronic Health Record (EHR) and payer systems by using FHIR Da Vinci Health Record Exchange aligned, industry-specific APIs, and integration applications deployed on MuleSoft. With this Industry Integration Solution, you experience an accelerated end-to-end authorization process.
Omnistudio Components for the Provider Authorization Request Process: Utilization Management provides a set of predefined Omnistudio Integration Procedures and Omnistudio Data Mappers to retrieve member information from the provider’s Electronic Health Record (EHR) system and to submit the authorization request to the payer’s system.
Authorization Request Process Setup for Providers: Help your provider users to easily create and submit authorization requests using FHIR-aligned, industry-specific APIs, along with a predefined suite of Integration Procedures and Omnistudio Data Mappers. These components retrieve member information, service requests, and other details required to create an authorization request record and submit the request to the payer.
Set Up Support Processes and Record Types for Payers: In order to use Omniscript processes included in Omnistudio, configure support processes and record types that support Utilization Management. Assign profiles and page layouts to record types to determine which record types apply when users create, edit, or view records.
Automate Case Routing with Omni-Channel: Speed up and streamline the authorization approval process by automating workflows with routing configurations. Use Omni-Channel to quickly route cases to the correct users so that they can review authorization requests on time.
Get Started with Utilization Management: To get started with Utilization Management setup, complete prerequisites such as enabling person accounts, installing Omnistudio, ensuring you have the correct permission sets and permission set licenses, and setting up the relevant data in your org.
Configure Action Buttons for Processing Authorization Request Reviews: Help your users to launch Omniscripts and handle authorization requests in an efficient and timely manner by adding Flexcard-based action buttons to the Case record page or the Home page in the Utilization Management for Payers app. Conditionalize the visibility of the buttons based on the case status, case substatus, and request type.
Enable the Utilization Management for Payers App: Simplify authorization request reviews and provide your users with a comprehensive view of requests by enabling the Utilization Management for Payers App.
Design Custom Omnistudio Components for Authorizations: Use Omnistudio to customize the default Omniscripts and related components so that they match your internal process and fulfill operational requirements for authorizations.
Define Custom Rules to Automate Authorization Request Workflows: Achieve the full potential of your authorization request workflow by customizing the rules to address your organization’s unique needs. Define decision matrices and expression sets to streamline, optimize, and standardize processes for your organization.
Automate Workflows with Predefined Rules: Simplify and expedite reviews of authorization requests by using built-in business rules and logic. Use the predefined expression set templates and define decision matrices to perform automatic validation, reduce administrative errors, and cut down on repetitive tasks.
Set Up Integration Definitions for Apex Classes: Use integration definitions to quickly set up integrations with different external endpoints using a low-code interface. Create integration definitions for Apex classes used to integrate providers with EHR and payer systems. The integration procedures of the provider process call these integration definitions instead of directly pointing to the Apex classes.
Set Up Timeline Parameters for Tracking Authorization Reviews: Define milestone trackers to give your users a complete view of upcoming and completed milestones, and display countdowns for active and overdue milestones. Your users can use these trackers to review authorization requests within specific timelines.
Make Users Available for Peer-to-Peer Appointment Scheduling: Enable your medical directors and nurses to handle peer-to-peer reviews by setting up operating hours, skills, office locations, and appointment duration for the peer-to-peer review meetings.
Configure the Partial Request Outcome for Authorization Requests: The outcomes of authorization requests vary depending on factors such as the patient’s member plans or the payer’s clinical review guidelines. To help your authorization coordinators successfully manage the authorization request process, define a request outcome named Partial. The other required outcomes, Queued, Error, and Complete, are available by default.
Configure Priorities for Authorization Requests: Authorization requests can have multiple priorities depending on, for example, a patient’s health condition diagnosis or the services requested by the provider. For the end-to-end authorization request process to work effectively, set up the required priorities.
Define Provider Statuses for Authorization Requests: Track the real-time status of each authorization request from submission to approval to make timely, informed decisions on the patient's care. To help your users efficiently use Utilization Management’s workflows, define the required case statuses.
Define Payer Statuses for Authorization Requests: Care requests move through a series of steps from submission to approval. To get a clear understanding of the progress and assignment of requests, it’s critical to track the real-time status.
Virtual Care: With Virtual Care video visits, you can enable care from anywhere.
Add Users to a Multi-Participant Call: Coordinate patient care among providers or discuss care with a patient’s family members by allowing up to eight participants into a Virtual Call. To include Salesforce users, simply add them to service appointments. To add guest users, share the emailed meeting link.
Add Video Appointment Types: To differentiate video calls from other types of service appointments, add Video picklist values to the Default Appointment Type Picklist.
AWS Region Setting Guidelines for Health Cloud: Virtual Care includes the ability to select multiple regions to meet your relevant security, data storage, and governmental requirements. We recommend using the provided region suggestions.
Amazon Account Requirements: Virtual Care uses Amazon EventBridge API Destinations to connect events from Amazon Chime SDK to Salesforce Platform Events. Use your own Amazon Account to set up Virtual Care.
Check Patient Location for Appointments: Create custom fields and edit an Omniscript to check that a patient’s location at the time of a virtual appointment matches with a care provider license jurisdiction.
Configure External Video Service: Virtual Care integrates with Amazon Web Services (AWS) Chime SDK to offer your users an easy-to-use, feature-rich video platform. You must work with your AWS admin to complete the integration.
Configure Video Visits: Now that you have connected the AWS account to Salesforce, you can configure the Video Visit utility. Input the appointment types that use the video feature, choose a transcription type, and provide the storage place for transcripts.
Connect Amazon to Salesforce: Create a connected app to connect Amazon to Salesforce. A connected app is a framework that enables an external application to integrate with Salesforce using APIs and standard protocols such as OAuth.
Create a Named Credential for Virtual Care: Create a named credential to specify the URL of an AWS Chime callout endpoint and its required authentication parameters. Then specify the named credential as a callout endpoint to let Salesforce handle all authentication to AWS Chime.
Enable Video Calls: Enable Video Calls so that you can set up video appointments.
Set Up an Email Appointment Link for Guest Users: Confirm a guest user’s appointment with an automated email that includes a button to access your Experience Cloud site where they can access their video visit.
Enable Transcription of Video Visits: Video Calls use Amazon Transcribe or Amazon Transcribe Medical to provide real-time audio transcriptions. Displaying the transcribed text captions in the video interface improves accessibility.
Create a Permission Set for the Health Cloud CRM Analytics Admin: After you enable the CRM Analytics Platform permission set license, create a permission set to assign to the Health Cloud CRM Analytics admin user. This permission set enables full access to manage Analytics for Health Cloud.
Analytics for Health Cloud: Risk Stratification (Managed Package Feature): Analytics for Health Cloud: Risk Stratification helps your company identify high-risk patients. Use this information to proactively manage those patients and provide preventive care to reduce over-consumption of expensive healthcare resources.
Health Cloud Risk Scoring Data Tables: Several Health Cloud tables hold the information that is used to aggregate and calculate patient data. Once calculated, this information appears in CRM Analytics dashboards so that your company can make informed care decisions.
Add Picklist Values and Page Layouts for CRM Analytics: When you upgrade an existing Health Cloud org to use Analytics for Health Cloud: Risk Stratification, you must add extra picklist values to the Account record type. Also, make sure to add extra fields to the page layouts for objects that are used to calculate patient risk scores.
Create an Ad Hoc Task Without an Action Template: In a step of a therapy stage, create an ad hoc task from scratch by using the available options. You can add up to 10 ad hoc tasks in a therapy stage.
Create Ad Hoc Tasks: New patient requirements and emergency situations emerge as the therapy enters a new stage. These requirements or situations aren’t part of the initial therapy plan. To address such unplanned requirements and situations, add ad hoc tasks in the relevant steps of the therapy stage. To create the task, use the predefined action plan template or build it from scratch by using the available options. Assign the task to the relevant user or group and define mandatory tasks.
Cancel a Series of Appointments for an Advanced Therapy: Sometimes you can’t reschedule appointments due to unavailability of either the service resources or your enrollees, or both. In such cases, you can cancel the booking entirely.
Configure Data Capture for Objects: To make sure that the orchestrator is notified of any changes to the Care Program Enrollee Work Order and Care Program Enrollee Work Order Step records, configure data capture for these objects.
Confirm Slot Booking Request: When you book slots, the booking requests are initially submitted for confirmation. Advanced Therapy Mangement offers a customizable Salesforce Flow to enable internal users, like gene therapy coordinators, to seamlessly confirm appointment booking requests.
Get a Complete View of an Enrollee's Advanced Therapy: Use the Advanced Therapy Management app to access all the information related to an advanced therapy in one place, including the progress of work procedure steps (therapy stages), work order steps (therapy substages), and therapy tasks. Also, track the execution of the orchestration flows from the Orchestration Run record page.
Repeat a Stage in a Therapy Orchestration: Therapy Orchestration not only helps you perform smooth orchestration runs, but also helps mitigate unexpected errors where a therapy stage has to be repeated.
Reschedule a Series of Appointments for an Advanced Therapy: In case of sudden unavailability of enrollees, you can easily reschedule the booked slots. But rescheduling occurs for the entire slot chain, meaning all the appointments that are part of the work procedure are rescheduled.
Schedule Appointments When Slots Are Not Published: In some cases, appointment slots are not published by the service territory. You can still book appointments for the other steps in the procedure. But if no slots aren’t available for the service territory where manufacturing is performed, reach out to the service territory contact for details.
Use Advanced Therapy Management: Advanced Therapy Management helps users book appointments for a series of procedures across multiple service territories all at once. Multi-Step Scheduling eliminates the need for setting up and trying to coordinate individual appointments at multiple locations.
View and Perform the Therapy Tasks Assigned to You: Complete the tasks allocated to you as part of an advanced therapy orchestration step. To keep track of the therapy progression, go to the care program enrollee record page, and view the completed and upcoming tasks in the My Tasks section.
Configure Forecast Adjustment Settings: Align your forecast adjustments with your company’s planning period. During the adjustment period, your company can collaborate on forecasts and modify forecast values. Forecast values are locked beyond the adjustment period. Account managers can use the time beyond the adjustment period to plan inventory and operations.
Create Custom Fields for Account Product Forecast and Account Product Period Forecast Objects: You can create custom fields for the Account Product Forecast and Account Product Period Forecast objects and define a unique mapping for these fields. This mapping creates a metric that you can add to an account forecast. Use these custom metrics to track account forecasts better.
Configure Forecast Generation and Display Settings: Set up the forecast display settings on the Account Forecasting page in Setup. You can define the start period, forecast frequency, and the display duration for rolling forecasts. The forecast display rolls over and adds another period every month or quarter, depending on the selected forecast frequency. This rolling forecast capability ensures that you forecast as many months ahead as in the display duration.
Build Formulas to Calculate Forecast: Use the Formula Builder on the Account Forecasting page in Setup to create formulas for forecast calculations. You can define your own formulas for quantity and revenue based on sales agreements, orders, opportunities, and account metrics.
Create Account Forecasts to Enhance Your Planning: Use Account Forecasting to generate forecasts based on orders, opportunities, and sales agreements. Create formulas to calculate your forecasts as per the requirements of your company. Define a recurring adjustment period in alignment with your company’s planning period to allow for collaborative edits during that period. After the period is over, the forecasts are locked. Use the locked forecast values to plan inventory and operations for the upcoming schedules. Get insights into comparative sale of products across accounts to prepare for new possibilities of expanding your market.
Set Up Account Forecasting: To help users track forecast numbers for their accounts, enable Account Forecasting in Setup and assign users the appropriate permission sets. Then, define the account forecast configurations on the Account Forecasting page in Setup.
Notifications for Account Forecast Operations: When forecast operations, like forecast generation, complete or fail, admins and account managers are notified via in-app notifications, email, or both.
Add Products to an Account Forecast: You can add new products to an account forecast, even outside the adjustment period. Account forecast is automatically recalculated to reflect the forecast metrics of all the periods for the new products.
View and Maintain Forecasts: Get accurate forecasts for your accounts for new and existing products. If a product is tracked through any of your associated orders, opportunities, and sales agreements, forecast is calculated for it. Based on the unique formulas your admin creates, you can view quantity and revenue forecast numbers all consolidated in the Forecast tab of your account’s record. During each adjustment period, you can also recalculate forecasts based on the most current account and market growth metrics. Your peers and executives can collaboratively edit the forecast numbers to share insights. You can focus on high-performing products, discover possibilities of sale for new products, and also plan your sales and operations for the upcoming month or quarter.
Generate Forecasts for the First Time: When Account Forecasting is enabled in Salesforce, you can generate forecasts for your account and provide growth metrics to generate forecasts.
Recalculate Forecast in a Single Click: Recalculate forecasts for your account in a single click. During the adjustment period in your Salesforce org, you can recalculate forecasts to view the latest values after multiple users edit the values.
Track Adjustments to Forecasts: During the adjustment period, multiple users can collaborate on your forecasts to make adjustments. In addition to the metrics provided by default, you can edit the values of the custom metrics too. It’s critical for you to track the edits for each cell and reset the value whenever required.
Agentforce for Collections and Recovery: Agentforce for Collections and Recovery includes two prebuilt templates, to streamline workflows, and deliver faster results both for your employees and customers.
Collections and Recovery Assistance for Customers: Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Create an agent by using this template. This agent authenticates customers to protect data from unauthorized access, and assists them with tasks, such as find collection plan details, answer general Collections related questions, create payment extension requests, and update representative contact for a collection plan.
Subagent: Collections Information and Query Support: Help customers in getting their collection plans and provide relevant details about their collection plans. Also, use the data library to answer any general questions about collection plans.
Subagent: Payment Extension Requests: Interacts with the customer to gather the payment plan details. Creates a payment schedule according to the borrower’s inputs, and sends an email to the borrower with the agreed payment details.
Subagent: Representative Contact Update for Collections: Interacts with the customer to gather their representative's details. This representative helps the customer with issues, such as signing papers, making decisions, or representing the customer. Creates a contact for the representative and adds it to the collection plan if no representative is currently associated with the plan.
Editions and Permissions for Agentforce for Collections and Recovery: Review the supported products, editions, and permissions for Collections and Recovery Assistance both for employees and customers. Then learn how your product handles permissions and how to assign them.
Collections and Recovery Assistance for Employees: Create an agent by using the Collections and Recovery Assistance template. This agent can efficiently create promise-to-pay agreements, capture interaction outcomes and next steps, generate and send a payment link, compile a call script, and generate case and case proceeding records.
Set Up Collections and Recovery Assistance for Employees: Collections and Recovery Assistance is a prebuilt Agentforce Employee Agent template. Use this template to create an agent, and keep the considerations in mind before proceeding.
Set Up Collections and Recovery Assistance for Customers: Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Use this template to create an agent, and keep the considerations in mind before proceeding.
Subagent: Call Script for Collections: Gets recent voice call records and their transcripts, truncates the combined transcript text to a predefined character length, and provides the summary to the user. Also, gathers notes associated with the collection plan, combines note titles and text previews, truncates this combined text to a predefined length, and provides the summary to the user. Compiles a call script for collections specialists for their next customer conversation.
Subagent: Case Management for Collection Plan: Interacts with the user to select the current status of the collection plan and provides an option to create a new case. If the user chooses to create a new case, asks the user to enter details, such as the case type, subtype, owner, and priority. Creates the corresponding case and collection event records. Checks if the case is eligible for legal proceedings and if it does, creates the corresponding case proceeding and case proceeding participant records.
Subagent: Payment Link for Collection Plan: Helps collections specialists to gather the collection plan and any other relevant information, such as an email address. Generates a payment link and sends it to the customer via email if an email address is available. If there's no email address available, provides the payment link details to the user who triggered this action.
Subagent: Promise-to-Pay Agreements: Helps collections specialists to gather the payment plan details. Creates a payment schedule according to the user’s inputs, and sends an email to the user with the promised payment details.
Agentforce for Business Rules Engine: When your Salesforce org has Business Rules Engine and Agentforce enabled, an active expression set or decision table becomes available as an agent action. Agents can then use these actions to run eligibility checks, calculations, and other business logic during a conversation.
AI Accelerator: Create and configure machine learning use cases quickly and easily, and maintain the use cases conveniently. Or customize the default configuration of autogenerated use cases. Select the required machine learning models and configure the feature extractors to suit your requirements. Save computed features and prediction results. Show predictions and recommendations for your use case by adding Lightning App Builder components to record pages.
Show AI Accelerator Card on Lightning Experience Record Pages: Use the AI Accelerator Card, a dynamic component, to view prediction scores and get recommendations on the next best action based on pre-configured AI models. This card integrates predictive models and provides insightful descriptions tailored to specific use cases. After your admin configures use cases on the AI Accelerator Setup page, define the fields for the scorecard component in the Lightning App Builder.
Show AI Accelerator Predictions and NBA Recommendations on Lightning Experience Record Pages: Use predictions that the machine learning model generates for your use case to get Einstein Next Best Action (NBA) recommendations. Show these predictions and NBA recommendations in one view on a Lightning Experience record page by adding the AI Accelerator—Einstein Predictions & Recommendations component to the page.
Show AI Accelerator Predictions on Lightning Experience Record Pages: After your admin configures use cases on the AI Accelerator Setup page, show the predictions on a Lightning Experience page by adding the Einstein Predictions Using AI Accelerator Lightning App Builder component. Configure the scorecard component by selecting the use case, the prediction definition, the feature extractor, and other settings.
AI Accelerator and Scoring Framework: Build and deploy generic propensity models for multiple Industries cloud use cases without writing code by using Scoring Framework. Configure and deploy Einstein Discovery models by using AI Accelerator, and show predictions and Einstein Next Best Action recommendations on record pages by using the AI Accelerator—Einstein Predictions & Recommendations component.
Configure a Feature Extractor: For use cases that you create, configure feature extractors to compute features in real time or in batches, or upload sample features that the predictive model can use to generate predictions. For auto-generated use cases that require features computed in real time, you can extend the configuration of a partially suitable feature extractor by adding other feature extractors with your configured Apex classes. Or, you entirely update the configuration by using another feature extractor instead of the default feature extractor. The predictive model uses the features computed based on the configuration to generate predictions.
Save Computed Features: Save features that are computed by the feature extractor in records. Identify and select the objects and object fields that you want to save the computed features in.
Select a Predictive Model: Select the predictive model that you deployed to get predictions for your use case.
Configure Your Use Case: Select machine learning models and configure feature extractors for use cases. Save computed features and prediction results in records.
Prerequisites: Before you configure a use case, create a Einstein Discovery model and deploy the generated predictive model. If your use-case requires features to be computed in real time, configure an Apex class with the feature extraction logic. Determine the objects and fields that you want to store the computed features and prediction results in.
Create a Use Case: Create use cases for your predictive requirements.
Save the Prediction Score: Save the prediction score that the predictive model generates. Select the object and field that store the prediction score.
Specify the Maximum Number of Insights, Suggestions, and Recommendations: Specify the maximum number of suggestions, insights, and recommendations that you want to generate for your use case. Specify a percentage to show only those suggestions that improve the prediction score greater than that percentage.
Save Computed Features and Prediction Results: Save computed features, the prediction score, insights about the prediction score, and suggestions to improve the prediction score in records.
Save Insights About the Prediction Score: Save the insights that the predictive model generates about the prediction score. Select the object and field that store the insights.
Save Suggestions to Improve the Prediction Score: Save the suggestions that the predictive model generates for improving prediction scores. Select the object and field that store the suggestions.
Text Ranges in Decision Matrices: If your matrix has considerable data, use ranges to keep the matrix small. With text ranges, you can concisely specify a range of acceptable values in a matrix column instead of listing individual values.
Amend Push Event: Amend Push Event is a push event setting that transitions a Running push event to the Amended state when its preceding callout is amended via a supplemental order. If the preceding amended callout has compensation tasks configured to run, those new tasks don't have to wait for the previous push event to complete before executing.
Give Agents and Managers Valuable Patient Insights with Analytics for Healthcare (Managed Package Feature): Analytics for Healthcare lets care coordinators, utilization managers, and referral managers gain critical insights and visualize key metrics about their patient populations. Payers and providers can use actionable insights from the app’s dashboards to drive intelligent engagement and improve care effectiveness and efficiency.
Care Performance Analytics Dashboards and Story: Care performance dashboards give care coordinators insight into patients’ adherence to the care plans. Care coordinators can use the insights to adjust future care coordination efforts. For example, care coordinators can identify patients who fall behind on the care plans and evaluate other data, such as patients’ risk profiles. Care coordinators can then focus on patients who’ve fallen behind and are identified as high-risk.
Track Emergency Intakes with Analytics for Emergency Response Management: Health Cloud includes a subset of the Analytics for Emergency Response Management app with Health Cloud data. Identify the hotspots in which requests for emergency intakes are increasing so that you can allocate resources quickly. Track intake persons needing attention and identify patient statuses.
Referral Analytics Dashboards and Story for Leads and Opportunities: With referral dashboards designed for Lead and Opportunity records, and the related Maximize Referral Conversion story, providers can deliver timely care and a great new patient customer experience. Referral coordinators use the metrics they portray to uncover key insights into referral patterns. You can find top sources of referrals and learn if the provider system delivers care efficiently to new patients. You can also improve the patient experience by identifying process bottlenecks to eliminate.
Other Analytics for Healthcare Dashboards: The Patient Segmentation dashboard lets you segment your patient population by risk, age group, and other factors. The Social Determinants dashboard metrics help you understand how social factors affect your patients.
Utilization Analytics Dashboards: These dashboards give utilization managers insights into the care request process. Insights include the kinds of care requests submitted by members and denial and reopen rates for the requests. You can also identify care requests that are about to breach a service level agreement (SLA). Managers can use the insights to increase customer satisfaction and net promoter score (NPS) by identifying and fixing bottlenecks to ensure that members receive timely care.
Prior-Authorization Review SLA Breach Predictions: The Prior-Authorization Review SLA Breach Prediction dashboard shows payers the predicted service-level agreement (SLA) breach scores for prior authorization review requests and the top factors that possibly contribute to the SLA breaches.
Grant the Integration User Access to Required Fields: To create a prediction model for appointment recommendations, the Analytics Cloud Integration User profile requires read-only access to the Status Reason field in the Service Appointment object.
Analyze Audit Records: Analyze the customer identity verification audit records generated by the CCA’s identity verification flow.
Provide User-Friendly Appointment Reasons: Give patients a set of easy-to-understand options to pick from when they’re asked the reason for booking an appointment through an Experience Cloud site.
Set Up Your Back-End Scheduling System: Intelligent Appointment Management uses data such as provider availability when you book and manage patient appointments. You can store this data in Salesforce Scheduler or in an external scheduling system.
Set Up an External Scheduling System: You can book and manage appointments by connecting to an external electronic health record (EHR) system that aligns with Fast Healthcare Interoperability Resources (FHIR). Set up the data required to track open appointment time slots in Salesforce, but don’t duplicate data such as territories and shifts from your external system. Then configure settings for linking Health Cloud to the external scheduling system.
Set Up Salesforce Scheduler: You can book and manage patient appointments by using Salesforce Scheduler with Intelligent Appointment Management. Set up the data required to schedule providers and assets, such as service territories and resources, shifts and operating hours, and engagement channels.
Manage Cases Related to Self-Service Appointments: To efficiently resolve scheduling issues, you can create queues for cases related to self-service appointments. Set up rules that automatically route cases to the correct queue.
Required Omnistudio Components: If you customize the self-service appointment management flow by editing Intelligent Appointment Management Omniscripts, you typically do so in a trial or sandbox org. After you finish testing your customized Omniscripts, you can move the components to a production org.
Confirm Appointments by Email: Provide patients with the most up-to-date information on appointments by sending emails when appointments are scheduled or canceled.
Create Flows for Appointment Emails with Calendar Invites in Intelligent Appointment Management: Create a record-triggered flow that automatically sends patients an email after their appointment is booked or canceled. Appointment confirmations include a calendar file (.ics). Enable email tracking to verify that appointment emails, which include personal health information about a patient, reach the intended recipient.
Advanced Approvals: Advanced Approvals in Revenue Management (formerly Revenue Cloud) provides a streamlined platform to ensure complex business processes are consistent, compliant, and adhere to business policies.
Advanced Approvals Considerations: This topic details known limitations, system boundaries, and common troubleshooting scenarios for the Advanced Approvals feature.
Advanced Approval Delegation: When a reviewer is unavailable, approval work items can stall a workflow. With Advanced Approval Delegation, reviewers redirect their approval responsibilities to another user, group, or queue for a set period or indefinitely. During an active delegation, delegates receive email notifications and review and act on approval work items on behalf of the original reviewer.
Approval Process Execution: This section covers errors and expected behaviors that occur after a flow is activated and in use.
Design an Approval Workflow: Approval workflows enable businesses to implement complex, multi-step approval rules and efficiently manage transaction compliance.
Flow Core Action: Override Approval Work Item: Update the status of an approval work item to reflect the approval admin's decision, allowing admins to override the decision for any assignee.
Rule-Based Auto-Approvals: Set your own rules and conditions on specific fields for auto-approving resubmissions. Compare the current submission’s record details against the previously submitted record so that only significant changes require manual review.
Customize Pages for Approvals: Customize approval and related pages with Lightning components, related lists, and custom actions that help trigger, monitor, and review approvals.
Design, Build, and Activation: This section covers rules, constraints, and errors you might encounter while designing, building, and activating your approval processes.
Email Templates in Advanced Approvals: In an approval workflow, a request passes through multiple stages and reviewers. To provide reviewers and submitters clear and contextual information in their emails, create custom email templates for different notification reasons.
Environment & Setup: This section covers the limitations related to core setup and environment configuration.
Example: Configure an Approval Workflow: Let’s build a complete approval workflow to determine the approvals required on a quote’s discounts, implementing both Smart Approvals and Dynamic Approval Notifications.
Begin Using Advanced Approvals: To efficiently set up and manage your approval strategies, first configure the experience for your team by creating users and assigning permissions based on their persona. Once your users are prepared with the correct access, you must complete the recommended base configuration from the Approvals Settings page to activate the features.
Preview an Approval Workflow: To visualize the approval journey of your submission, add the Approval Workflow component to your record page. The preview sorts steps by their chain name and shows them in their sequence order.
Preview Approvals: Review the steps, chains, and approvers for a record before you submit it. Preview Approvals evaluates the record's field values and simulates the approval steps triggered. During the preview, approval-related records aren’t created or modified.
Add a Related List to an Approval Page: Add related lists to your approval pages for easy access to work items, record history, and files and attachments.
Set Up Advanced Approvals: To use all Advanced Approvals features, you must first complete the recommended base configuration. The Approvals settings page is the central hub for managing your organization-wide settings. This setup is essential for your approval workflows to run effectively.
Share Temporary Access to Records in Advanced Approvals: Share temporary access to related records with your approvers by setting up triggers. After the approval action is complete, use a trigger to withdraw the record access.
Approvals in Slack: With Approvals in Slack, approvers can approve or reject requests and add comments without leaving Slack, while submitters receive real-time updates on their requests. Your Slack actions are saved to Salesforce, so approval data stays consistent across channels.
Smart Approval Limitations: This section covers eligibility rules and known constraints for the Smart Approvals feature.
Smart Approvals: To eliminate approval bottlenecks, Smart Approvals routes requests by auto-approving pre-qualified data changes and not reviewing unchanged data. When a record is resubmitted for approval, Smart Approvals compares the new conditions against the previous submission. If the values remain within the defined range, it skips re-approval.
Smart Approvals and Rule-Based Auto-Approvals: Smart Approvals and Rule-Based Auto-Approvals speed up resubmissions by auto-approving steps that don’t need another manual review. They differ in how the auto-approval decision is made and the level of control you have over that decision.
Turn On Advanced Approval Delegation: Give reviewers the ability to delegate their approval responsibilities to another user, group, or queue for a set period or indefinitely.
Set Up Dynamic Approval Notifications: To accelerate approval times, turn on Dynamic Approval Notifications. This feature embeds AI-generated summaries directly into approval email notifications and individual Slack direct messages, giving approvers the context they need to act quickly.
Turn On Smart Approvals: To skip reviewing previously approved steps in an approval resubmission, turn on Smart Approvals.
Approval Workflow Types: You can implement approvals in your workflow using two primary methods: serial or parallel. These are managed by setting up an approval chain, which is a label that identifies the specific group and sequence of approvers for a given process.
Use Advanced Approvals in a Quote: Now that your Approval Designer has created and activated an approval workflow for discounts, you’re ready to create quotes as a sales rep and use it.
Use the Stage Exit Condition: Serial and approval workflows can easily get stuck in a “waiting” state if the Stage element's exit condition isn't configured properly. The problem occurs when the stage is set to wait for all steps to finish, as it can't account for conditional steps that were never triggered. This creates a deadlock.
Authorized Representative for Benefit Management: An authorized representative can start a benefit application for someone else, record consent for the capabilities they cover, and leave a trail your agency can review.
Apply for Benefits on Behalf of Someone Else: As an authorized representative, start a benefit application for someone else, provide your details, and complete consent for the authorization tier with a digital signature.
Set Up Authorized Representative: Add the Representation pages to your Benefit Assistance Portal site, and connect the consent Omniscripts to your Application Form Framework flow.
Get Started with Benefit Management for Public Sector: Implement Benefit Management to help your public sector organization streamline benefits delivery from outreach through payment and monitoring. Configure application intake, eligibility determination, benefit assignment, and case worker workflows by using Omnistudio, Business Rules Engine, and Discovery Framework.
Set Up Single-Program Benefit Management: Benefit Management lets your agency's constituents can check eligibility for, apply for, and track a single benefit program, such as LIHEAP. Caseworkers determine eligibility, review applications, and disburse benefits.
Integrated Application Prerequisites: Enable the core org settings, permissions, and prerequisite features that Integrated Application depends on, before setting up any intake configuration.
Set Up Experience Cloud Portal Access: Grant constituents secure, self-service access to run the intake application on the portal, instead of relying on internal staff to submit on their behalf.
Overview of Integrated Application Guided Flow: With the Integrated Application guided flow, applicants apply for public-assistance benefits such as SNAP and LIHEAP, check their eligibility, and complete a single application through guided Omniscripts.
Integrated Application Guided Flow Components: Public Sector includes these Omnistudio components for the Integrated Application guided flow. You can create and use custom Omnistudio components to capture additional applicant information.
Unified Intake for Multiple Benefit Programs: Learn how Integrated Application enables constituents to apply for multiple benefits, such as Supplemental Nutrition Assistance Program (SNAP) and Low Income Home Energy Assistance Program (LIHEAP), through a single intake application.
Review Submitted Claims: Track submitted claims and review the claim information, including each claim’s status.
Customize Claim Fields: Add a custom field to the Claim object for providers to use for claim submission on the Service Provider Portal. Decide which claim fields providers see and the order in which they appear during claim submission in the Service Provider Portal.
Catalog & Pricing in Public Sector: Use Catalog &Pricing to define and organize agency services, maintain standard and negotiated rates, and associate services with benefits and providers.
Import Service Attributes and Classifications: Import attributes and their supported values, organize the attributes into categories and classifications, and assign them to services.
Import Service Catalog Data: Use Catalog & Pricing templates to import your service catalog data. Import records in dependency order so that referenced records exist before records that depend on them.
Import Service Fee Schedules and Rates: Import standard or negotiated fee schedules as price books and associate services with rates by creating price book entries.
Import Services as Products: Import agency services as reusable Product records before importing catalog assignments, attributes, or rates that refer to them.
Plan Your Service Catalog Implementation: Plan how your agency identifies, organizes, describes, and prices services before creating or importing catalog records.
Catalog & Pricing Setup Prerequisites: Enable settings, turn on related features, and assign permissions before you configure claim submissions in Catalog & Pricing in Public Sector. Decide how your agency identifies services, structures categories, models attributes, and separates standard and negotiated fee schedules. Gather service codes and source data before using an import template.
Standard and Negotiated Fee Schedules: Use separate price books to maintain standard agency rates and rates negotiated through provider contracts or other agreements.
Configure a Document Schema for Invoices: Configure Unstructured Document Processing in Data Cloud by importing and publishing a JSON schema that extracts invoice details and payment request line items.
Create and Submit Claims: Create claims for one or more eligible delivered services and submit them to your agency.
Invoice Extracted Fields Mapping: Learn which invoice data is extracted into fields with Unstructured Document Processing from the Provider Portal, including invoice dates, reference numbers, line-item amounts, quantities, prices, adjustments, and required formats.
Work with Draft Claims: Save a claim as a draft when you aren't ready to submit it. A draft retains the claim information that you saved so that you can reopen the claim, finish it, and submit it later.
Claims Submission Setup: Before providers can submit claims in the Provider Portal, admins can complete the required setup steps. Enable the prerequisites, customize which claim fields providers see and in what order, and optionally configure automatic invoice data extraction.
Claims Submission: Customize the claim fields that providers see, and use Unstructured Document Processing to extract information from uploaded invoices. Configure the Service Provider Portal so that providers can create claims for delivered services.
Claims Submission Setup Prerequisites: Enable settings, turn on related features, and assign permissions before you configure claim submissions in Public Sector.
Submit Claims in the Service Provider Portal: Create and submit claims for authorized services delivered to constituents. In the Service Provider Portal, select delivered services, provide claim and payment information, upload invoices, review your claims, and save unfinished work as a draft.
CSV Data Management: Import data from CSV files into Salesforce standard and custom objects, and reduce manual data entry and the risk of errors.
Add External Storage Search to a Record Page: Add the Amazon S3 Search Results component to a Lightning record page so that users can search files associated with the current record.
External Storage Semantic Search Agent Actions: The External Storage Semantic Search subagent helps users find files stored in external storage systems by searching images, audio recordings, video footage, and PDF documents.
External Storage Search with Agentforce: Help users, such as investigators, caseworkers, and employees find relevant files stored in Amazon S3 by using natural-language queries. Create an Agentforce agent that can locate and then retrieve PDFs, images, audio files, and videos associated with records, such as cases, complaints, and inspections.
Generate a Batch Mapping File for Externally Stored Files: Prepare existing files for Amazon Bedrock or Amazon Kendra by generating a mapping file that associates Salesforce files with their Amazon S3 locations. You must complete this task only if you have existing files in Amazon S3 that you'd like to search.
Search Amazon S3 Files by Meaning: Find information inside documents, audio, video, and images stored in Amazon S3 by using natural-language queries.
Prepare Existing Files for Ingestion: Create metadata sidecar files so that the search service can associate existing Amazon S3 objects with Salesforce files.
Set Up Semantic Search: Configure AWS services, connect them to your Salesforce org, and add semantic search to record pages and Agentforce agents.
Search File Content on a Record Page: Describe the information that you need and review relevant content in Amazon S3 files associated with a Salesforce record.
Location and Address Search in Public Sector: Let users find location and address records by typing what they actually know, such as a place name, a street, or a city, instead of using an autogenerated record number.
Create Flows to Generate Payment Instructions: Create a record-triggered flow that generates payment instructions when a claim, payment request, or benefit disbursement meets your criteria.
Outbound Payments for Public Sector: Centralize the tracking of financial transactions for benefit programs, social insurance, and provider management. Generate payment instructions from approved claims, payment requests, and benefit disbursements, and reconcile completed transactions from your finance system.
Outbound Payments Prerequisites: Enable settings, turn on related features, and assign permissions before you configure outbound payments.
Set Up Outbound Payments: Complete these high-level steps to configure outbound payments for your agency.
Applicant Consent and Communication Preferences: Collect consent from job applicants to include them in recruitment campaigns and coordinate future outreach to candidates in your talent pool.
Recruitment Campaigns: Reach qualified candidates with personalized job opportunities and nurture campaigns by using Agentforce Marketing.
Create Recruitment Campaigns: Create recruitment campaigns to reach qualified candidates with personalized job opportunities.
Set Up Lead Sourcing: Automatically generate lead records for applicants associated with a recruitment posting. Recruiters can then track sourcing activity and candidate engagement per hiring initiative.
Set Up Recruitment Campaigns: Use Salesforce Go to set up Recruitment Campaigns. Configure Talent Recruitment Management, including consent collection from applicants, Agentforce Marketing Initial Setup, deploy data kits, set up lead sourcing, and configure the campaign flow so you can deliver personalized campaigns.
Set Up an External Storage Search Agent: Enable users, such as investigators, caseworkers, and employees to quickly find files stored in Amazon S3 using natural language. Set up an agent to streamline file searches and provide instant access to PDFs, images, audio, and video associated with records.
Set Up the Complaint Intake Employee Agent: Configure an Agentforce agent to help complaint intake employees create, classify, and route complaints while ensuring compliance with mandatory reporting requirements.
Set Up the Recruiter Employee Assistance Agent: Enable recruiters to quickly identify candidates from past applicants and match candidates by skills. Set up an agent to streamline internal recruitment workflows and provide instant access to candidate information.
Slack Collaboration Hub for Public Sector Recruitment: Manage your entire recruiting workflow without leaving Slack. With recruitment collaboration in Slack, recruiters and hiring managers work together in dedicated channels — reviewing requisitions, screening candidates, and making hiring decisions in real time.
Recruitment Flows in Public Sector: Three prebuilt recruitment flows are available in your org after you complete the prerequisites. Clone and customize them for other objects.
Recruitment Slack Collaboration Prerequisites: Set up the required connections, permissions, and Slack channel configurations before your team can collaborate on recruitment in Slack.
Get Started with Social Insurance in Public Sector: Implement Social Insurance to help your public sector organization manage social insurance benefits, claims, constituent access, and care and service providers. Configure guided claim flows, deploy the Discovery Framework template, and set up an Experience Cloud portal where constituents and employers can file and track claims. Use Public Sector standard objects to set up your program, process claims, deliver benefits, and track and monitor disbursements.
Stage Management: Define stages, transition criteria, and plans that give your users visibility and control as records move through a business process. For Grantmaking, guide users through the application, review, or awards process.
Tax Advocate Agent Topics and Actions: Review the topics and actions included with the Tax Advocate agent. The agent answers an authenticated taxpayer's questions about filed returns, refunds, payments, and tax policy.
Configure Taxpayer Portal Access to Tax Data: Tag the Tax and Revenue data model objects for portal visibility. Then create a data governance policy so that authenticated taxpayers can read their own data in the portal.
Create the Taxpayer Portal Site: Create an Experience Cloud site by using the Public Sector Tax and Revenue Portal template.
Customize the Taxpayer Portal: Use Experience Builder to customize your taxpayer portal site. Change tab labels, reorder and rename fields and columns, update branding, set the currency format, customize error and empty states, and customize the AI Summary prompt.
Deploy the Agentforce Chat Widget to the Tax Portal: Create an Enhanced Chat channel routed to the Tax Advocate agent, deploy it as an embedded service. Then connect it to the taxpayer portal in Experience Builder.
Tax and Revenue Management: Give taxpayers secure self-service access to a complete, unified view of their own tax data and AI-powered answers in a conversational chat window.
Taxpayer Portal Data Providers and Expressions: Reference for the TaxpayerProfile and TaxpayerActivity data providers and related platform expressions. Data providers and expressions supply the live taxpayer data to Tax Center components in the Taxpayer portal.
Register Taxpayer Portal Users: Onboard taxpayers with a bulk upload or a registration page, and store each taxpayer's identification number and identification type on an Identity Document record.
Set Up the Tax Advocate Agent: Turn on Einstein, Agentforce, and Tax Advocate Community Users. Then create an Agentforce service agent user, or use an existing one, from the Public Sector Tax and Revenue template.
Set Up Tax and Revenue: Turn on the Tax and Revenue org preference, use the default data space or create one for tax data. Then select that data space in Tax and Revenue Settings. Enable person accounts and set up security for taxpayer identification.
Tax Advocate Agent: Use the Tax Advocate agent to answer taxpayer questions about filings, filing assessments, refunds, payments, and tax policy in a chat window on your taxpayer portal.
Manage Unclaimed Delivered Services: Review delivered services that haven’t been linked to a claim. Use this list to identify services that are ready to claim and records that require follow-up.
Track Authorized Service Delivery: Track service deliveries against their authorizations, and find the ones still waiting to be claimed in the Service Provider Portal.
Workforce Scheduling in Public Sector: Unify in-office and in-field appointment scheduling across Licensing, Permitting, and Inspections (LPI), Health and Human Services (HHS), and Investigative Case Management (ICM). Schedule compliance inspections, public facility reservations, multi-participant care consultations, and investigative interviews directly in the context of agency records.
Customize Actionable Relationship Center Graph Views on a Record: Customize graphs on records to show only the records you need. Change which objects appear in the graph, apply filters to show records based on certain criteria, sort records, and save custom views with applied filters.
Navigate ARC: You can access ARC from any account in the Agentforce Financial Services, control how to view ARC, and see your client’s details, all in one place.
Create Provider Cards for a Facility: Design cards to show your users information about providers and the facilities where they work. For example, a network specialist may need to know at a glance which facilities Dr. Carol Peterson is practicing at and when she is there.
Gather Information with Surveys: Surveys are a valuable way of efficiently gathering feedback from the people whose care you manage. From the console, it’s easy to send surveys to patients or members and have a record of the responses at your fingertips.
Assessments vs Surveys: Both Assessments and Salesforce Surveys for Health Cloud help you to improve care management by gathering feedback from patients and members. Compare the capabilities of each feature to decide which one best meets your requirements.
Grant Schedulers Access to Appointment Time Predictions: Assign the CRM Analytics Plus User permission set to all users responsible for scheduling appointments so that they can see the best times to schedule appointments.
Add Consent Documents to a Care Program: Add consent documents to a care program by defining the relationship in the Data Use Purpose tab or by copying existing consent documents for a new care program.
Create a Service Territory Member: Providers are represented as service resources and facilities are represented as service territories. To associate a provider with a facility for scheduling, create a service territory member record.
Create an Asset Warranty: To assign a warranty term to an asset, create an asset warranty. Specify any extensions or exclusions for the assigned warranty term.
Create a Product Warranty Term: To assign a warranty term to a product or product family, create a product warranty term. The standard warranty terms assigned to a product or product family apply to all assets for that product or product family.
Attribute Propagation for Pricing in Linear Relationships: Attribute Propagation allows attribute values from the target product instance to be propagated to the source product instance, enabling their use in pricing calculations. The user can define how propagation occurs at runtime by using a specific syntax when creating the product relationship.
Accurate Forecasts for Sale of Vehicles and Parts: Configure sales forecasts for vehicles, parts, and accessories with the flexible Advanced Account Forecasting framework. As an original equipment manufacturer (OEM), you can create multiple forecast sets with varied configuration criteria that apply to different account groups. With Data Processing Engine definitions, the forecast calculations can be customized for your business requirements. Create granular forecasts for each product by defining forecast metrics and dimensions specific to your business. With consensus-based forecast adjustments, you can improve the accuracy of the forecasts.
Customize the Account Page for Automotive Cloud: Customize the Account record page layout to get a snapshot of all key information that’s relevant to your automotive business. Add related lists to view party relationship groups, vehicles, visits, and more. View the life events of a person account or the business milestones of a business account with the Events and Milestones component. Visualize relationships among people and assets by presenting them on the ARC Relationship Graph component.
Configure Action Launcher in Automotive Cloud: Sales agents, service agents, and other users can find and execute actions by using the Action Launcher in Automotive Cloud. For example, schedule periodic vehicle checkups or update cases by launching Flow actions, Omniscript actions, or Quick actions. Add the Action Launcher in the Financial Console for Automotive, Service Console for Automotive, and other lightning pages.
Create an Action Plan Template for Dealer Visits: Sales managers can create action plan templates to capture frequently performed tasks and to specify mandatory tasks. When you add tasks, the assessment indicator definitions related to a task are automatically added to the template. The template acts as a reusable framework because you can relate a template with multiple Visit records. For example, create an action plan template for quarterly front-office check-ins and add typical tasks, such as conducting a survey, upselling new vehicle accessories, and assessing ongoing promotions.
Determine the Tasks to Perform During a Dealer Visit: Relate an action plan to a visit to connect an action plan template with the visit. An action plan template contains the tasks and the task's related assessment indicators. When an action plan template is related to a Visit record, the tasks and the related indicators within the template are automatically related to the visit.
Design Action Plans in Automotive Cloud: Capture tasks for business processes with action plans. Automate the sequences of repeatable tasks in action plan templates. Enhance collaboration and productivity by automatically assigning owners and deadlines to tasks. Perform specific client engagement through regular check-ups, business milestones, and sales promotion tasks.
Design Actionable Member Segments in Automotive Cloud: Empower agents to proactively engage with prospective customers and dealer partners, and exceed your business goals. Curate a prioritized list of similar prospects to design personalized, timely engagement initiatives. Agents can seamlessly engage with prospects and customers with meaningful guidance.
Customize the Business Profile Page for Automotive Cloud: Develop a business profile for all dealer accounts that are associated with your automotive business. Add fields to the Business Profile record page layout to capture key information about sales and service dealers.
Add Timelines to a Vehicle Record in Automotive Cloud: Add the Timeline component to a Vehicle record page to create a chronological view of events and activities derived from warranties, stakeholder information, asset-related information, and more. If you have multiple Vehicle page layouts for different users, such as dealers, service agents, and sales executives, make sure that you add relevant timelines to the page layouts. For example, if you create a timeline that shows information about warranties, recalls, and services, you can add the timeline to the Vehicle page layout for the service technician and service dealer profiles.
Create a Flow to Orchestrate the Automatic Claim Adjudication Process in Automotive Cloud: Create a record-triggered flow to orchestrate the claim adjudication process in Automotive Cloud. Add elements as per your business requirements to retrieve warranty claim details from context tags, invoke an expression set to adjudicate warranty claims, and perform actions based on the adjudication of the claim.
Review the Claim Details Context Definition in Automotive Cloud: Use the Claim Details context definition to effectively retrieve claims data spread across multiple objects and fields, and then consume the consolidated data in an expression set. The Claim Details context definition consists of a data structure for claims data, mappings to data sources, and context tags to enable consuming applications to use claims data.
Review the Claim Validation Business Element in Automotive Cloud: Use the Claim Validation element along with other elements in an expression set to build a comprehensive set of business rules that validate claims. The Claim Validation element uses the ID of a claim record to process the claim and specifies if the claim is approved. If the claim isn’t approved, the business element lists the products that aren’t covered under a warranty.
Actionable Event Orchestration for Vehicles: Set up orchestration processes for critical events in your customers’ vehicles, such as engine issues, transmission issues, and brake failures. These processes automatically create and update records such as alerts, cases, milestones, and word orders in Automotive Cloud. Service managers and agents monitor these alerts and cases in real time and offer assistance to customers. The actionable event orchestration framework matches events data sent by the telematics provider to the required actions defined for the events.
Vehicle Telematics Business API and Platform Events: There are different methods to bring telematics events into Automotive Cloud and execute actions on the event. Use the Actionable Orchestration Source Event platform event to publish events or use the Orchestration Inbound Events business API to trigger events. The platform event and the business API can be easily integrated with any telematics provider system.
Filter and Match Actionable Event Orchestrations Decision Table: The Filter and Match Actionable Event Orchestrations decision table matches an event that’s sent to Salesforce from an external system to the corresponding Actionable Event Orchestration record. When a vehicle telematics event is sent to Salesforce, the decision table finds the input values for Event Type, Event Subtype, and Event Category. Based on the type of event, the table gives the output values for the context definition, context mapping, and the execution procedure. For example, if an actionable event orchestration is defined for an engine malfunction event type, the decision table automatically matches each event of that type to the corresponding execution procedure.
Vehicle Telematics Orchestration Templates: Make the most of actionable event orchestration templates that allow users to quickly design vehicle telematics orchestrations or extend the templates for similar use cases. Users can effortlessly save orchestration records as templates and directly apply expression set templates or flow templates as execution procedures. Additionally, templates come with related configurations—such as context definitions and flows—enabling seamless automation of key business processes such as asset registration and service appointment scheduling.
Set Up the Create Records For Asset Registration Event Orchestration: When a connected vehicle is onboarded to Salesforce, businesses can automatically create key records—including web and phone service entitlements, milestones, and warranties for the vehicle and its child assets. The Create Records for Asset Registration template streamlines first-time registration by leveraging predefined configurations like context definitions, mappings, and flow templates. When a telematics event, such as a customer using a vehicle for the first time, occurs, the system captures input attributes and instantly generates essential records without requiring users to build complex business logic from scratch.
Set Up the Schedule Service Appointments for Actionable Events Orchestration: Set up an orchestration process that automatically schedules a service appointment based on an event, such as engine malfunction, vehicle fault, or transmission issues. Configure the flow, context definition, and actionable event orchestration related to this process or customize and extend the process. The prebuilt orchestration process searches for all service territories within 20 miles of a vehicle's current latitude and longitude coordinates, matches the fault type with the type of service required, and finds the list of time slots and technicians available for an appointment.
Set Up the Update Records For Asset Registration Event Orchestration: As vehicles continue to generate telematics data, businesses can automatically update existing records using the Update Records for Asset Registration orchestration template. The template’s related configurations—including context definitions, mappings, flow templates, and event types—ensure that when a relevant event occurs, input attributes are passed to the application, triggering seamless record updates. Modifications such as warranty upgrades, support entitlement changes, and milestone status updates based on real-time external data are automatically applied. This eliminates the need for manual intervention and custom development.
Create a Vehicle Telematics Orchestration: Create an actionable event orchestration to declaratively define the types of actions you want to take for a specific event type. Automotive companies can create an orchestration that maps an execution procedure to a specific type of critical telematics event, and to a context definition that specifies the structure of the event payload. When an event of the specified type is shared by an external system, a decision table matches the event type to the corresponding actionable event orchestration record, and the execution procedure is automatically triggered. The context variables in the procedure are used to retrieve the event data based on which the procedure automatically creates and updates records.
Create an Execution Procedure for a Vehicle Telematics Orchestration: An execution procedure outlines the steps for an actionable event orchestration. Use expression sets or flows as execution procedures. Using the standard and custom elements in the expression set builder, users create a series of filters, calculation conditions, aggregation conditions, and eligibility parameters to define the type of action for a specific event. Using the elements in a Flow Builder and custom Apex actions, users can create complex business rules to trigger actions. The actions are automatically executed each time a decision table matches a specific event to the corresponding orchestration record.
Create Event Types and Subtypes for Vehicle Telematics Orchestration: Define the types and subtypes of external or internal events so that the orchestration process can automatically trigger the relevant actions for a specific event. For example, Technical Faults can be an event type with multiple subtypes such as Engine Issue, Transmission Failure, or Oil Leak.
Actionable Event Orchestration for Connected Vehicles Solution: Explore features for setting up actionable event orchestrations for connected vehicles, such as the critical failure events, service alerts, asset registration, and service appointments with the Actionable Event Orchestration for Connected Vehicles solution bundle. This solution deploys preconfigured features and sample data so you can get hands-on experience with minimal manual setup.
Actionable Vehicle Telematics Records: Design actionable event orchestrations for critical vehicle events by setting up event types, subtypes, and execution procedures. Use predefined context definitions and their variables in an execution procedure, or extend the definitions to create additional nodes based on the event data attributes shared by your telematics provider.
Key Components of Actionable Vehicle Telematics: Review the key components and configurations that help you create actionable event orchestrations in Automotive Cloud. Set up a touchless process that automatically detects critical events based on information shared from a vehicle’s sensors, applies eligibility conditions on the event data, and creates or updates records in Salesforce.
Asset Registration Create Record Details Context Definition and Mapping: Use the Asset Registration Create Record Details context definition and its related mapping to get a head start when you are designing orchestrations for quick onboarding of vehicles and assets. The node structure of the context definition corresponds to the event data attributes in a typical request payload for events such as a customer using the vehicle for the first time, or a dealer registering a vehicle to create warranties, entitlements, and milestones. The context definition is related to the predefined flow-based actionable event orchestration that creates records based on an asset registration event shared by the external telematics system.
Asset Registration Update Record Details Context Definition and Mapping: Use the Asset Registration Update Record Details context definition and its related mapping to get a head start when you are designing orchestrations for continuous lifecycle management of vehicles and assets after registration. The node structure of the context definition corresponds to the event data attributes in a typical request payload for events such as a customer completing a milestone, or a dealer updating the warranties and entitlements for a vehicle. The context definition is related to the predefined flow-based actionable event orchestration that updates records based on an asset registration event shared by the external telematics system.
Fault Event Schedule Appointment Details Context Definition and Mapping: Use the Fault Event Schedule Appointment Details context definition and its related mapping to get a head start when you are designing orchestrations for booking appointments trigered by real-time diagnostic errors and vehicle faults. The node structure of the context definition corresponds to the event data attributes in a typical request payload for events such as a a diagnostic trouble code in a vehicle, or a periodic vehicle maintenance event. The context definition is related to the predefined flow-based actionable event orchestration that creates a service appointment record based on a fault event shared by the external telematics system.
Vehicle Fault Event Details Context Definition and Mapping: Use the Vehicle Fault Event Details context definition and its related mapping to get a head start when you are designing orchestrations related to vehicle fault events. The node structure of the context definition corresponds to the event data attributes in a typical request payload for events such as engine malfunctions, transmission failures, or coolant leaks. Use the context definition to create expression set or flow based procedures that create or update records or perform downstream actions based on a fault event shared by the external telematics system.
Context Definition and Mappings for Vehicle Telematics Orchestration: When a vehicle telematics event is triggered in an external system, the details are sent to the orchestration framework via the Inbound Event API or the Actionable Orchestration Source Event platform event. Use a predefined context definition that represents the request payload structure of a typical event’s data, or create a context definition of your own. The context definition is used as the input for the execution procedure that executes the orchestration.
Actionable Vehicle Telematics Workflow: Before you implement or use Actionable Event Orchestration, understand the end-to-end workflow and the key decisions involved in each step.
CRM Analytics App Assets: The CRM Analytics app that you created to predict leads and opportunities contains preconfigured recipes that generate datasets and a model.
Modify Inventory Aging Days: Analytics for Automotive categorizes the inventory items as aging inventory if they remain unsold for more than a specific number of days. By default, the days to consider an item as aging inventory is 60 days. You can modify the default value based on your business needs.
Modify Leads Attention Created Days: Analytics for Automotive categorizes the leads as needing attention if they remain open for more than a specific number of days. By default, the value is 30 days from the lead creation date. You can modify the default value based on your business needs.
Modify Leads Attention Value: Analytics for Automotive categorizes the leads as needing attention if the revenue amount is more than a specific amount. By default, the value is 20000. You can modify the default value based on your business needs.
Modify Days to Warranty Expiry: Analytics for Automotive categorizes the vehicles as warranty expiring if the warranty expiry date is less than a specific number of days. By default, the value is 60 days. You can modify the default value based on your business needs.
Claims Analysis for Claims Page: Use the Claims Analysis dashboard embedded in the Claims page to get a quick view on the trends of claims filed in the past. Use the insights to understand the patterns and trends and take decisions on approving or rejecting a claim.
Work with Analytics Dashboards in Automotive Cloud: Use the Analytics for Automotive dashboards to analyze the company's performance based on sales life-cycle, revenue trends, inventory, and more. You can access these dashboards when you create an app using the Analytics for Automotive template in CRM Analytics Studio.
Data and Org Requirements: Before you create the Analytics for Automotive app, understand the specific data and org requirements.
Dealer Performance: The Dealer Performance dashboard provides insights into your company’s performance based on top metrics and time series projections. Use the dashboard to analyze sales trends, region-wise revenue trend, leads to opportunity conversion, and inventory management.
Deploy Analytics for Automotive App: The Analytics for Automotive app provides the dealers and Original Equipment Manufacturers (OEM) insights to track and monitor their dealership-based automotive business. Use the data-driven dashboards to get a detailed overview of the dealer's performance, sales lifecycle, revenue trends, and aging inventory.
Leads Intelligence: Analyze your lead conversion rates and get insights to identify high-value leads with the Leads Intelligence dashboard. Use these data-driven insights to prioritize and focus on the right leads to improve conversion efficiency and track performance.
Original Equipment Manufacturer Performance: The Original Equipment Manufacturer (OEM) dashboard provides insights into your company’s performance based on top metrics and time series projections. Analyze sales, manage inventory, and track performance.
Vehicle Portfolio Insights: Use the Vehicle Portfolio Insights dashboard to get an overview of your vehicle portfolio and prioritize the vehicles based on warranty expiry, work order details, and recalls to enable targeted and timely actions.
Schedule Appointments in Automotive Cloud: Schedule timely test drive appointments and vehicle service appointments using the predefined Automotive Scheduler guided flows. Test drive appointments can be scheduled by internal users and dealers. Vehicle service appointments can be scheduled by internal users, dealers, and customers.
Create an Actionable Relationship Center Graph for Vehicles: Show information about all stakeholders, vehicle definitions, and assets on a visual graph for Vehicle records. Configure an Actionable Relationship Center (ARC) Graph with information that’s relevant for sales dealers, service technicians, and agents looking at Vehicle records.
Assess Dealer Visits with Metrics: Sales managers can relate Assessment Indicator Definition records to visit tasks to measure a dealer’s performance or compliance. Each task performed during a visit can be assessed based on different parameters or metrics. For example, a sales manager can create a numeric assessment indicator, Number of Vehicle Repairs, to count the number of vehicle repair jobs completed by a service dealer in the previous month. Or, the manager can create a date-time indicator, to capture the last date that the dealer participated in a product knowledge training.
Explore the Asset Console in Automotive Cloud: Use the asset console to stay on top of changes related to an asset, track its major milestones, and capture key details. While the vehicle console is designed specifically for vehicles, the asset console is useful for all types of assets, including parts and accessories.
Asset Interactive Hierarchy in Automotive Cloud: Easily track the hierarchies of components in assets, such as vehicle spare parts and accessories, in a tree-like graph by using Asset Interactive Hierarchy. Service managers and technicians can identify the relationships between an asset and its child assets, and monitor the asset's details across its lifecycle. They can also quickly replace and relocate assets. Users can use the Asset Interactive View on desktop or the Salesforce Field Service mobile app.
Create a Timeline Using Vehicle Asset Information in Automotive Cloud: Create a timeline for a Vehicle record and show information from the asset record that’s related to the vehicle. Bring in information from asset warranties, asset account and contact participants, and asset milestones on one interactive timeline on the corresponding Vehicle record. You can also enhance your timeline view to show information from custom objects, location, or vehicle definition.
Automate Your Business Processes in Automotive Cloud: Automate complex processes and decision-making with low- to no-code tools. Use the suitable Flow for Automotive tool to meet your unique business needs. Create branded experiences with Omnistudio.
Create Branch Units and Branch Unit Business Members in Automotive Cloud: Branch Unit records store information about a specific branch office, location, or organizational unit. Branch Unit Business Member records link a branch unit with a user. For example, you can create branch units to represent the different departments or divisions of a dealer account, and associate the dealer users operating from a specific branch as business members to the branch unit.
Create Business Brands in Automotive Cloud: An original equipment manufacturer (OEM) can have multiple product offerings associated with different customer-facing brands. Typically, brands are used to capture the customer’s interest and provide key differentiators for the various types of vehicles and accessories sold by an automotive company. Create Business Brand records to capture brand information. You can also create a parent brand and associate multiple brands with it.
Calculated Insight: Vehicle Lifetime Value: The Vehicle Lifetime Value calculated insight aggregates the lifetime revenue generated from all sales and service activities for a specific vehicle. The lifetime value of a vehicle includes the sales and service activities of the original equipment manufacturer and the dealerships.
Calculated Insight: Count Of Open Cases By Vehicle: The Count Of Open Cases By Vehicle calculated insight aggregates the number of open customer cases for a specific vehicle and groups them by year, quarter, and month. The insight considers unresolved cases and provides an understanding of customer case resolution.
Calculated Insight: Count Of Total Cases By Vehicle: The Count Of Total Cases By Vehicle calculated insight aggregates the number of customer cases for a specific vehicle, and groups the cases by year, quarter, and month. The insight considers cases in all statuses and provides an overall understanding of customer satisfaction.
Calculated Insight: Customer Lifetime Value: The Customer Lifetime Value calculated insight aggregates the lifetime revenue generated from the sale of vehicles, services, parts, and accessories for a specific customer. The lifetime value of a customer includes the purchase of vehicles, parts, subscriptions, and accessories from the original equipment manufacturer and from dealerships. The insight also considers the order value from repair and maintenance of vehicles and parts.
Calculated Insight: Vehicle Revenue From Dealer Sales: The Vehicle Revenue From Dealer Sales calculated insight aggregates the lifetime revenue generated for a specific vehicle by all dealerships. The vehicle revenue from dealer sales considers the approved claim amount for all dealers who sold and resold a specific vehicle.
Calculated Insight: Vehicle Revenue From Direct Sales: The Vehicle Revenue From Direct Sales calculated insight aggregates the lifetime revenue generated for a specific vehicle by the original equipment manufacturer. The vehicle revenue from direct sales considers the sales orders for a specific vehicle.
Calculated Insight: Vehicle Revenue From Parts Sales: The Vehicle Revenue From Parts Sales calculated insight aggregates the lifetime revenue generated from the sale of parts and accessories for a specific vehicle. The vehicle revenue from parts sales considers the spare parts and accessories sold by the original equipment manufacturer and the dealerships.
Calculated Insight: Vehicle Revenue From Repair Orders: The Vehicle Revenue From Repair Orders calculated insight aggregates the lifetime revenue generated from services, repairs, and maintenance activities for a specific vehicle. The vehicle revenue from repair orders considers the services done by both the original equipment manufacturer and the dealerships.
Calculated Insight: Vehicle Sales Detail: The Vehicle Sales Detail calculated insight aggregates the direct revenue, dealer revenue, parts revenue, and service revenue for each customer and vehicle combination. This calculated insight aggregates information from the Vehicle Revenue from Dealer Sales, Vehicle Revenue from Direct Sales, Vehicle Sales from Parts Sales, and Vehicle Sales from Repair Order insights. The result is grouped by customer and vehicle.
Automotive Cloud: Automotive Cloud lets automotive companies effectively maximize the lifetime value of vehicles and transform their customer experience. Original equipment manufacturers (OEMs) and dealers can collaborate better because they get a comprehensive, aggregated, and connected view of vehicles, customers, and financial relationships.
Collections and Recovery in Automotive Cloud: Captive finance or banking organizations can use Collections and Recovery to streamline loan and lease collection processes. Preserve positive customer relationships and reduce operational costs by minimizing delinquencies. When accounts become seriously delinquent, manage the end-to-end repossession lifecycle to recover the financed vehicle.
Flow for Automotive Cloud: You can extend the capabilities of Automotive Cloud by using tools, such as Flow Builder, Data Processing Engine, Omnistudio, and Business Rules Engine.
Complaints Management in Automotive Cloud: Users at Automotive companies can monitor public complaints concerning vehicles, assets, financial accounts, and other customer products. Use the Reference Record field on the Public Complaint object to relate the complaint information to these objects. Track key information such as complaint type, incident date, status, and priority.
Compliant Data Sharing for Automotive Cloud: The Compliant Data Sharing feature lets admins and compliance managers configure advanced data sharing rules, so that they can improve compliance with regulations and company policies for automotive operations. They can control and monitor what data gets shared with whom, without writing complex code.
Common Components Supported in Automotive Cloud: Use the Lightning App Builder to add components to record pages in Automotive Cloud. Use the Experience Cloud Builder to add components to pages after you create an Experience Cloud site using the Automotive template. Review the list of components supported for internal and external users.
Configure Actionable Relationship Center Graphs for Automotive Cloud: Help users understand the relationship between people and vehicles with Actionable Relationship Center (ARC) graphs. Build custom ARC graphs to connect objects that show related information such as households, visits and vehicles associated to an account. Add the ARC Relationship Graph component to Vehicle or Account pages to let your users engage with the records. Customize card names, display fields, and object and record actions so your users can easily navigate and interact with records during customer engagements.
Configure Branch Management for Automotive Cloud: Track the performance and productivity of users in your company who operate out of different branches. For example, service agents or service technicians tied to specific customer locations, inventory managers or sales managers across various departments, and finance teams operating from specific branches. Model all users in your company as User records in your org, and set up multiple branches and associate users to the branch units. Add the Branch Selector utility app to the Automotive app so that users can select the branch they’re assigned to, and the leads and accounts they work with get automatically associated with their branch.
Configure Icons for Events and Milestones in Automotive Cloud: Use icons to identify the event types or milestone types that you create. You can replace the default icon for life event types, business milestone types, financial account milestone or asset milestone types with your own icons. For example, if you create an Asset Milestone type for 10,000 Miles Completed, you can use an odometer icon to signify the milestone.
Configure Interest Tags for Automotive Cloud: Capture your customer’s interests and preferences with interest tags. Ensure that everyone in your company uses a common interest tag dictionary and records are consistently tagged with terms from that global repository. Add the Interest Tags component to Lead, Opportunity, or Vehicle pages so that users working on these pages can easily add the relevant tags to a record during customer interactions.
Configure Record Association Builder for Automotive Cloud: Define rules and criteria for automatically assigning records to branch units in your company. The Record Association Builder works with Branch Management seamlessly. You can define your own criteria for automatically linking records like accounts, leads, opportunities, and cases with the branches that work with them.
Set Up Appointment Scheduling in Automotive Cloud: Set up Salesforce Scheduler features in Automotive Cloud and use the predefined OmniScript-based scheduling flows to help users create test drive and vehicle service appointments. Territory managers can create service territories, work types and work type groups, service resources, and vehicles and assets that are used in the appointment scheduling flows. You can also customize the predefined OmniStudio components available in Automotive Cloud so that the appointment scheduling flows meet your business requirements.
Set Up Work Types in Automotive Cloud: Work types are appointment templates that define key parameters, such as appointment duration, and availability time frame for a specific type of service that you’re providing. A work type maps a work type group (service type) to a service territory. Plan the typical duration, the type of appointment and the allowed time intervals between appointments for a service. Work types also map skill requirements for specific service types to ensure that users can create appointments only with service resources who have the necessary skills.
Explore the OmniStudio Components for Automotive Scheduler: The appointment scheduling flows in Automotive Cloud are created using OmniStudio. Both the test drive and vehicle service appointment scheduling flows are OmniScript-based flows that use Omnistudio Data Mappers, FlexCards, and Integration Procedures behind the scenes.
Schedule Vehicle Service Appointments as a Customer: As a customer, you can schedule service appointments for vehicle repairs and maintenance jobs from an Experience Cloud site. Use a self-service flow to select the service type, the nearest service center, a technician skilled at the service, and a convenient time slot.
Schedule Vehicle Service Appointments as a Dealer User: As a service executive at a dealership, you can schedule vehicle service appointments on behalf of customers. When customers contact service providers at a dealership, the users at the dealership can quickly book an appointment based on the customers’ preferences. Use an OmniScript-based guided flow to schedule a service appointment directly from a vehicle record page. The flow automatically detects the dealership location and allows you to select the type of service, the technician who assists with the appointment, and the customer’s preferred time slot.
Schedule Vehicle Service Appointments as an Internal User: As a service agent or a service manager at an original equipment manufacturer company, you can schedule vehicle service appointments on behalf of customers. Providing the right service at the right time increases customer satisfaction scores and improves a customer’s post-sales experience. You can use an OmniScript-based guided flow to schedule a service appointment directly from a vehicle record page. Select the service center, the type of service, the technician who assists with the appointment, and the customer’s preferred time slot.
Access the Salesforce Scheduler Setup Assistant in Automotive Cloud: Get up and running with all necessary setup and prework for scheduling appointments with the Salesforce Scheduler Setup App. The Salesforce Scheduler Setup app includes a Setup Assistant tool that you can use to perform key setup tasks. The guided flow helps you complete tasks in the recommended sequence and you can also find articles related to each task.
Set Up Operating Hours in Automotive Cloud: Operating hours help identify the availability of a resource for a work type in a service territory. Define time slots for service territories, work types, and service territory members to ensure the right resource availability for an appointment. You can also link holidays to the service territories to avoid bookings on days when the service territory isn’t operational. For example, set up operating hours for the San Francisco Dealer Showroom service territory and link July 4 as a holiday. Define time slots for each weekday such as 8 AM to 6 PM.
Set Up Service Representative Skills in Automotive Cloud: Create basic skills to track the expertise of users such as service technicians and sales agents. Sales and service managers can optimize the workforce by assigning the right service resource to a work type based on the required skills.
Set Up Service Territories in Automotive Cloud: A service territory represents a dealer’s location where the service resources work. For example, create a parent territory named California, and three child territories named Northern California Neo Showroom, Central California Neo Showroom, and Southern California Neo Showroom. You can then organize your workforce by assigning resources to each territory to indicate who is available to work in that dealer location. You can also associate asset-type service resources such as the showroom cars used for test drives to a territory. Also associate work types with a service territory to standardize the types of jobs performed at that location. For example, add the General Vehicle Checkup work type to the Southern California Neo Showroom territory.
Set Up User and Asset Service Resources in Automotive Cloud: Create service resources to represent the users who assist with an appointment and the assets that are used in the appointment. For vehicle service and test drive appointments, create service resources of type Technician and relate them to a dealer’s service territory. Assign skills to them that match the different types of services provided by the dealer. For test drive appointments, also create service resources of type Asset to represent the vehicles used in test drives and relate them to a dealer’s service territory.
Set Up Work Type Groups in Automotive Cloud: Work type groups identify the type of services that you provide. For example, as an original equipment manufacturer, you can create multiple work types for services provided at your service centers, and at your dealer locations. In Automotive Cloud, create a single work type group record for Test Drive. When a user schedules a test drive for a lead or opportunity, the scheduling flow automatically guides a user to the relevant resources and time slots for a test drive. Create multiple work type group records for vehicle services such as full vehicle repair, wheel and tire alignment, parts replacement, and more. When a user schedules a service appointment for a vehicle, the scheduling flow lets a user select their desired work type.
Configure Timelines for Automotive Cloud: Track key events and activities related to a vehicle with the Timeline component on a Vehicle record page. A user can get information about upcoming, past, and current activities related to a vehicle from one timeline. Timeline eliminates the necessity of searching for information in multiple places by showing a vehicle’s entire activity history in one place. Customize the timeline as per your company’s requirements and ensure that each user finds the most relevant and useful information.
Eligibility Rules for Vehicle Remote Actions and Notifications: Remote actions such as door lock and unlock, and remote driver notifications are service processes that service agents can launch from the Action Launcher on a Vehicle record page. But companies often want to restrict the access of these actions for specific vehicle models, and specific groups of agents. List these service processes as products and configure the eligibility rules for the products so your service agents see only the service processes that they’re qualified for. You can also add eligibility rules to differentiate the processes by products or vehicle models. For example, show only the remote door lock and unlock service process on Vehicle record pages where the customer has purchased a premium subscription to avail such services.
Create a Connected Vehicle Eligibility Context Mapping: Map a context definition’s nodes and attributes to standard or custom objects and their fields. The mapping feeds data into the definition and this data is used by an expression set to evaluate the qualification of service process products. Map the nodes and attributes in the VehicleOwnerAgentContext definition to User and Account objects.
Assign Connected Vehicle Service Processes to Catalog Categories: Group the service process products in your service catalog. Create catalog categories for service process products based on the service agent groups that the products are relevant for. Organize your service processes by assigning them to catalog categories.
Create a Connected Vehicle Eligibility Context Definition: Define the context structure that determines the eligibility of the service process product. Create a context definition where the nodes and attributes represent the information used to build and execute the qualification rules procedure. For example, to evaluate the eligibility of a service process based on product attributes, add the Product object as a node and its fields as attributes in the context definition.
Create a Qualification Rules Procedure for the Connected Vehicle Service Processes: A qualification rules procedure uses an expression set and a context definition to evaluate the qualification of a service process product. In the expression set version, when you design the expression set, use the decision table created for determining service process product eligibility as the lookup table. Use the context definition’s tags for nodes and attributes as the list variables in the expression set’s steps.
Create a Record Type for Connected Vehicle Service Processes: Before you create eligibility rules for specific service process definitions, represent all service processes as products in Automotive Cloud. To distinguish service process products from other types of products in Product Catalog Management, create a Product record type for service processes.
Add Vehicle Service Processes to a Catalog: The service processes that you want to configure eligibility rules for are listed as products in Product Catalog Management. Add the service process products to a service catalog, and then define eligibility rules to determine how and for whom the service processes are visible.
Create Qualification Rules for the Connected Vehicle Service Processes: Control the visibility of service processes to your service agents by creating qualification rules. To create a qualification rule, define the input criteria that the service process product must meet to become visible. When a service process product meets the qualification criteria, service agents can launch the service process from the Action Launcher of a Vehicle record page.
Modify the Action Launcher Properties for Connected Vehicle Service Processes: To show your users the qualified service process products on a Vehicle record, specify the service catalog and expression set names in the properties of the Action Launcher component. Your service agents can search and invoke service process products from the Action Launcher. The Action Launcher displays all service processes that are defined by using Service Process Studio and cataloged by using Product Catalog Management.
Usage-Based Entitlements for Connected Vehicles in Automotive Cloud: Vehicle Connected Services in Automotive Cloud includes a set of usage-based entitlements that users can use to perform different actions for connected vehicles. Usage-based entitlements don’t limit what you can do in Salesforce; they are contractually enforced limits that vary based on the consumption of data in an org. The entitlements for connected vehicles can be used as guidance for the optimum number of calls that can be executed for specific actions. If your company’s usage exceeds the allowance, Salesforce contacts you to discuss additions to your contract.
Automotive Cloud Calculated Insights: The Automotive Data Kit contains predefined calculated insights that help automotive companies analyze the data related to customer satisfaction, vehicle and parts sales, and customer lifetime value. The calculated insights are multidimensional metrics created by using complex calculations and logic on the entire digital state in Data Cloud. The insights are automatically recalculated when the base data changes and companies can act on the insights in near real time.
Automotive Cloud Data Streams: Automotive Data Kit contains predefined data streams that map data model objects in Data Cloud to similar objects in Automotive Cloud. The data streams enable a flow of near real-time data related to sales, service, finance, and other aspects of your automotive business from Automotive Cloud to Data Cloud. The fields on the data model objects are mapped to the corresponding fields on the source objects in Automotive Cloud. You can map other fields as required, or delete the mappings that you don’t use.
Automotive Cloud Data Model Objects: Get access to data model objects (DMOs) as part of the SSOT package that’s automatically installed in your org when you enable Automotive Cloud and Data Cloud. Whereas some data model objects are available only with Automotive Cloud enabled in the org, other objects in the SSOT package can also be used to model sales, service, and finance information for an automotive business.
Real-Time Telemetry for Vehicles: Get the telematics metrics of a vehicle, such as odometer reading, fuel level, or ignition status in real time, and digitally represent the current state of a vehicle in your org. Based on the current health of a vehicle, customer service representatives can proactively engage with customers or trigger downstream business processes. To show your customer service representatives the current status of a vehicle, add the Vehicle Status Panel flexcard to the Vehicle record page. Work with your integration team to decide the type of telemetry metrics you want to display for each vehicle. Configure integration definitions and Omnistudio components to get the values from an external telematics system. Extend the configuration to show additional metrics or modify the display type of metrics.
Perform Connected Services for Vehicles in Automotive Cloud: Use the Connected Services tab on a Vehicle record to launch service processes such as remote door lock and unlock, remote notification, and other custom processes. Use the Vehicle Status Panel card to view the real-time status and health of the vehicle.
Predictive Maintenance with Qualcomm Car to Cloud in Automotive Cloud: Connected Vehicle in Automotive Cloud works seamlessly with the Qualcomm Car to Cloud (C2C) telematics system and uses Mulesoft integrations to help automotive manufacturers build predictive maintenance for vehicles. Use the Predictive Maintenance integration app to sync vehicle event data with Automotive Cloud. Qualcomm C2C captures the event data in real time and sends it to Mulesoft for further processing. Prebuilt integrations in Mulesoft parse and transform the data in a format that’s actionable by Automotive Cloud. Based on the diagnostic code, Automotive Cloud sends a repair estimate and list of service appointment centers to the customer. Customers can select the date and time of the appointment and schedule a vehicle service appointment at their convenience.
Create Custom Metadata Types for Predictive Maintenance: Create a custom metadata type to represent work types and work type groups. Mulesoft retrieves the Work Type ID and Work Type Group ID from the custom metadata type to categorize the type of service required for a vehicle. For example, if the Diagnostic code represents an engine malfunction, Mulesoft can map the work type group as Critical Services and the work type as Engine Repair.
Create a Custom Object to Store Predictive Maintenance Information: Create a custom object in Automotive Cloud that stores key information related to a diagnostic code and its related information, such as the estimated time required for repair, maximum and minimum cost of repair, and the type of issue. When Qualcomm Car to Cloud shares event data, Mulesoft uses the information in this custom object to share details about an estimated repair with the customer.
Create a Decision Matrix For Predictive Maintenance: Create a decision matrix that maps the estimated time, maximum cost, and minimum cost of repairs to specific diagnostic trouble codes (DTC). The decision matrix uses the DTC details sent by Mulesoft as input and triggers an expression set that maps each code to the relevant cost and time estimate. The output is sent to Mulesoft by Automotive Cloud and is in turn shared by Car to Cloud to the driver’s human machine interface (HMI).
Create an Expression Set for Predictive Maintenance: Create an expression set that filters the estimated cost and time required for a repair based on the diagnostic trouble code (DTC) shared by Qualcomm’s Car to Cloud system via Mulesoft. The result is shared with the driver in real time based on which the driver can request for available slots at their nearest service center.
Deploy the Mulesoft App for Predictive Maintenance: Turn on Automotive Cloud Integrations and use the predefined app and its named credential to connect your external telematics system to Salesforce. Use the app to connect Qualcomm Car to Cloud with Automotive Cloud and execute the processes for predictive maintenance.
Remote Actions for Vehicles: Enable customer service representatives to remotely control vehicle locks, send real-time notifications, and manage telemetry data using Vehicle Signal Specification (VSS) standard definitions. Integrate service processes into the Action Launcher with automated workflows and telemetry sensors to resolve lockouts and share critical updates instantly. Use prebuilt telemetry definitions and telemetry action definitions to generate service processes with a single click, ensuring a seamless, connected experience for drivers during emergencies or routine maintenance.
Remote Door Lock and Unlock for Vehicles: Help customer service representatives lock and unlock vehicle doors remotely in real time. Set up a service process for the remote door lock and unlock action and add the process as an action in the Action Launcher. Work with your integration team to get the latest status of all doors in a vehicle, and send an external request to remotely change the vehicle door status during an emergency. Customer service representatives can help drivers when they’re locked out of their vehicles, when the doors malfunction, or when they’re in an accident.
Remote Vehicle Notifications for Drivers: Send messages to drivers or share alerts and notifications to a vehicle’s human machine interface (HMI) in real time. Set up a service process for remote vehicle notifications and add it as an action in the Action Launcher. Work with your integration team to send notifications to the external telematics system so that drivers can view the alerts on the display console. Configure integration definitions, flow orchestrations, and Omnistudio components to help the service representatives quickly launch the action. Customer service representatives can stay connected with drivers and send them timely reminders about software upgrades, work orders, case updates, and appointment modifications.
Automotive Cloud Telematics Data Model Objects: Automotive telematics data model objects help you analyze the data related to a driver’s behavior patterns, a vehicle’s performance, and the types of events and issues encountered during trips. The Salesforce Standard Data Model SSOT package contains telematics data model objects that automotive companies can use if they have Automotive Cloud and Data Cloud enabled in their org.
What Are Connected Vehicles in Automotive Cloud?: A connected vehicle can communicate bidirectionally with systems such as Salesforce Automotive Cloud. Vehicle telematics providers store and capture data from GPS systems, onboard vehicle diagnostics systems, and wireless telematics devices and propagate a subset of that information to Automotive Cloud. Automotive Cloud consumes the data either directly from telematics providers or from data ingested in Data Cloud, and triggers workflows based on the real-time state of a vehicle. The telematics data can also be used to build valuable insights around vehicle and driver performance in Data Cloud.
Convert Leads Into Opportunities and Distribute with Dealers: Expand your customer pipeline by successfully qualifying and converting leads into opportunities. With automatic conversion of lead products and lead preferred sellers to opportunity products and opportunity preferred sellers, retain key information about a prospect’s preferences until a deal is finalized. If a sales rep knows which dealership or products the customer is interested in, the rep can base their sales efforts and engagements on the information. OEMs can also assess the quality of leads better at the opportunity stage if they know which sources provided a specific lead. OEMs can match leads with preferred dealer groups and share the lead information. While most OEMs distribute leads with dealer groups, some OEMs convert leads themselves and distribute opportunity records with dealer groups.
Create Tasks for Dealer Visits: Create tasks for district managers and evaluation officers to perform during dealer visits. For example, the officer can check on the ongoing promotions at the dealer showrooms, discuss monthly targets or incentives with the dealer representatives, and upsell spare parts or accessories. The information and metrics collected by evaluation officers during these tasks provide helpful insights into dealer performance. Sales managers can define their own tasks and associate their own assessment indicators with the tasks to capture key business and performance metrics.
Create Asset Account Participants in Automotive Cloud: Use Asset Account Participant records to relate every asset in your org—a vehicle, a part, or an accessory—to relevant Account records. You can relate multiple stakeholders to an asset during the asset's lifecycle. For example, a car can be related to the dealers who sell the car, the service dealers who repair and maintain the car, and the customer who purchases the car. If the car is used or refurbished, you can also track the financiers and the consultants who help with trade-in transactions.
Create Asset Contact Participants in Automotive Cloud: Use Asset Contact Participant records to relate every asset in your org—a vehicle, a part, or an accessory—to relevant Contact records. You can relate an asset to multiple stakeholders and track the contacts related to each asset. For example, you can track the sales relation manager of the dealership branch where the asset is stocked. You can also track the support manager or the driver of a vehicle. One asset can have multiple contact participants.
Create Assets to Model Vehicles and Parts: Track the lifecycle of each asset right from production to retirement with Asset records in Automotive Cloud. You can create assets to represent the vehicles as well as the parts and accessories that you sell to customers. Capture key details such as the related account, product, and contact, purchase and installation dates, and quantity and price of the asset.
Create Business Profiles in Automotive Cloud: In Automotive Cloud, you can model all stakeholders for an automotive company as Account records. To capture additional information about each stakeholder account, primarily dealers, create Business Profile records. Each dealer can have a Business Profile record where you can add details, such as the type of services provided by the dealer, and the registered name and code of the account.
Create Catalogs and Categories in Automotive Cloud: Use catalogs and categories to organize and classify the products you sell. While catalogs help you classify products at a higher level, you can associate multiple categories with a single catalog. For example, you can create catalogs such as Traditional Cars, Spare Parts, or Premium Vehicle Accessories. The Premium Vehicle Accessories catalog can have multiple categories such as Heated Seats, Phone Mounts, and Bluetooth Transmitters.
Create a CRM Analytics Template Configuration: Configure a template by using Scoring Framework to install a CRM Analytics app that predicts lead and opportunity conversion likelihood.
Create a Dealer Visit: Create a visit and assign an evaluation officer or district manager to the intended visit location, such as a dealer showroom, an office, or a warehouse. Provide an expected date and time for the visit and additional instructions if necessary.
Create and Deploy Mappings for Automotive Lead Management: Convert lead line items into opportunity line items and lead preferred sellers into opportunity preferred sellers automatically when you convert a lead into an opportunity. For custom fields ad additional attributes, use the ObjectHierarchyRelationship metadata API to create and deploy field mappings.
Browse Tags and Add Tags for Vehicles: Use the Interest Tags component on a Vehicle page to browse categories and add tags to the records. Each interest tag can be assigned to up to three tag categories.
Create Internal Organizational Units in Automotive Cloud: In Automotive Cloud, stakeholder groups are modeled as accounts. To simplify reporting and target-setting, create internal organizational units that identify your departments or account structures. For example, you can create an internal organizational unit for all sales dealer accounts, and each dealership account can be related to the unit.
Create Your Own Automotive Data Kit: You can create your own data kit and add data streams and calculated insights to it if you don’t want to use the predefined Automotive data kit. For example, you can create data streams to map the custom objects in Automotive Cloud that your company uses to the data model objects in Data Cloud, or you can create calculated insights based on your requirements. For such scenarios, create a data kit to add your own data streams and calculated insights.
Create Party Relationship Groups in Automotive Cloud: Create a party relationship group to represent a group of people living together, such as a household, a co-operative, a group of spare parts dealers, or a group of vehicle accessory wholesalers. When you define a customer as a business account in Automotive Cloud, create a related Party Relationship Group record to store information about the household of the customer. Or, create a party relationship group to represent dealer groups and relate them to a dealer account. Use party relationship groups to track the lifetime value of vehicles, parts, and services that a group purchased.
Create Supplier Recovery Claims in Automotive Cloud: Supplier recovery specialists capture details about the expenses incurred due to defects that arise in parts and components procured from suppliers. Create the supplier recovery claims from corresponding warranty claims.
Create Suppliers in Automotive Cloud: Capture key information about vendor and supplier accounts that supply raw materials or product components to your company. You can also capture information about third-party vendors that provide utilities and services, such as electricity, heating and ventilation, and transportation.
Create Suppliers and Contracts in Automotive Cloud: Supplier recovery specialists at original equipment manufacturers can capture details about the suppliers and their products by creating supplier and supplier product records. Create contract records to capture recovery terms for the parts procured from the supplier.
Create Vehicle Definitions in Automotive Cloud: Create Vehicle Definition records to capture key information about the specifications of a vehicle model. The make, model, model year, body style, trim level, and other details impact the cost of a vehicle. While you create Product records for a vehicle type, create Vehicle Definition records to add more details, such as the vehicle's dimensions, and battery, fuel, and transmission specifications.
Create Dealer Visit Key Performance Indicators: Create Generic Visit Key Performance Indicator records to relate an assessment indicator definition to a visit task context. For example, a visit task, Quarterly Product Recalls, can be related to an assessment indicator definition, Number of Damaged Spare Parts. The sales manager can estimate an expected value based on the average number of damaged spare parts reported by dealers over the past few years per visit. During the visit, the district manager or evaluation officer can check with the dealer and capture the actual value based on how many damaged spare parts exist in a showroom. The sales manager can then find the information for both expected and actual values on the Generic Visit Key Performance Indicator record.
Cross-Object Field History in Automotive Cloud: Track key updates made to records across multiple related objects in a single view. Improve the auditability of record changes and effortlessly view changes other users made to related records, especially for complex data models. For example, underwriters in automotive finance companies can track changes made to loan applications during the intake process or applicants' Know Your Customer (KYC) information for risk assessment and identity verification.
Import Data From CSV Files in Automotive Cloud: Rapidly input large amounts of data into Automotive Cloud by preparing CSV files and importing them into Salesforce. Users can convert data from different sources or formats into a standardized structure which helps in data transformation and normalization. You can now import large amounts of data into standard and custom objects with minimal error and reduced time for data entry.
Customize the Asset Page for Automotive Cloud: While products represent the vehicles, parts, and accessories that your company sells, assets represent the specific products that your customers have purchased. Configure the Asset page layout to capture key information about the products that you’ve sold or installed, and add the Vehicle lookup to help users relate an asset with a vehicle. Add related lists that help your users view asset relationships and associated records.
Customize the Lead Page for Automotive Cloud: Capture key information about when a lead is interested in buying, selling, or trading in vehicles and parts. Add relevant fields to the page layout of a Lead record. Add the Lead Products and Lead Preferred Sellers related lists to the page layout to capture information about the items the lead is interested in, the dealers they prefer, and the accounts that provided the leads.
Customize the Opportunity Page for Automotive Cloud: When a lead gets converted into an opportunity, the underlying records for Lead Line Item and Lead Preferred Seller also get converted. Add the Products and Preferred Sellers related lists to the Opportunity record page layout to display the information to your users.
Create Data Cloud Enrichments in Automotive Cloud: Leverage Data Cloud enrichments to integrate cleansed and harmonized data from various sources into your Salesforce CRM. Provide a more complete view of your customers. Enrich CRM records with key metrics like a customer's lifetime value from a calculated insights object, providing a holistic view of the customer's value to your organization. View a complete history of a vehicle or customer by adding related lists to a record page, such as a list of all vehicle telematics events associated with a specific car.
Ingest External Automotive Data into Data Cloud: To ingest vehicle and customer data into Data Cloud, connect your external data source to Data Cloud. For example, you can bring in data from your telematics providers to analyze vehicle health and monitor driver performance. You can also bring in data from dealer management systems and captive finance systems related to customer behavior, revenue and sales history, and financial information.
Data Streams and Calculated Insights in the Manufacturing Data Kit: The Manufacturing data kit contains prebuilt data streams and calculated insights and can be used in the same way as the Automotive data kit. If your company tracks assets other than vehicles, you can use the Manufacturing data kit. Customize the data streams and calculated insights as per your requirements.
Data Cloud Visualization in Automotive Cloud: Drive data-driven decisions by helping your sales and service teams visualize the vehicle, asset, customer, and telematics data stored in Data Cloud. The predefined Data Cloud visualization flexcards show the data from the calculated insights and data model objects on record pages in the Automotive app. Get started by adding the predefined flexcards to the Vehicle, Asset, and Account record pages. You can also configure and customize other visualization flexcards to show data from any data model object or calculated insight of your choice. Extend the flexcards based on your implementation of Data Cloud and business needs.
Predefined Data Visualization Cards in Automotive Cloud: Help your sales and service teams visualize the data that’s stored in calculated insights and data model objects in Data Cloud directly on the record pages in the Automotive app. Add the predefined flexcards to the Asset, Account, and Vehicle record pages to visualize the data that’s synced from Data Cloud. Use these flexcards to get a head start before you plan further customizations for your implementation of Data Cloud visualization.
Additional Data Cloud Features in Automotive Cloud: When you use Data Cloud with Automotive Cloud, you can transform external data, build segments and insights, and visualize the key performance metrics in your Salesforce CRM org. Help your sales and service teams easily explore driver performance data and monitor vehicle health, and act on real-time data all from the Automotive app.
Data Cloud Calculated Insights Visualization on Account Records: Add the VehicleCalculatedInsightsAccountPageParentCard flexcard or the AssetCalculatedInsightsAccountPageParentCard flexcard to the Account record page in the Automotive app. The flexcards show the latest metric values as synced from Data Cloud for the calculated insights related to assets and vehicles.
Data Cloud Metrics and Insights Visualization on Asset Records: Add Data Cloud visualization flexcards to the Asset record page so that users can view metrics and insights from Data Cloud directly in the Automotive app. The AssetCalculatedInsightsAssetPageParentCard flexcard shows the latest values for calculated insights as synced from Data Cloud. The AssetDataModelObjectsParent card shows data from the Asset Telematics Event data model object. Sales managers and service managers can use the metrics on these cards to identify potential issues, prioritize high-performing assets, optimize asset performance, and minimize downtime. Use these cards to view metrics about the parts and accessories modeled as assets, or if you use Asset records to model forklifts, charging stations, trailers, or other similar assets.
Extensible Data Cloud Visualization Cards in Automotive Cloud: Configure Data Cloud Visualization flexcards to show in the Automotive app any data that’s stored in Data Cloud. Use the flexcards to configure data source and visualization properties based on your implementation of Data Cloud and your unique business needs. Add the flexcards to the desired record pages and specify the display name, help text, line chart, and other properties as required using the Lightning App Builder.
Data Cloud Metrics and Insights Visualization on Vehicle Records: Add Data Cloud visualization flexcards to the Asset record page so that users can view metrics and insights from Data Cloud directly in the Automotive app. The VehicleCalculatedInsightsVehiclePageParentCard flexcard shows the latest values for calculated insights as synced from Data Cloud. The VehicleDataModelObjectsParent flexcard shows data from the Vehicle Telematics Event data model object. Sales and service managers can use the metrics on these flexcards to identify potential issues, optimize vehicle performance, and improve driver assistance.
Automotive Data Kit: The Automotive Cloud data kit gives you a head start with easy-to-use predefined calculated insights and data streams. Use the data streams in the data kit to bring in data from the Automotive app into Data Cloud. Harmonize, segment, and unify the data in Data Cloud so that you can build segments and calculated insights. Use the calculated insights in the data kit to get an aggregated view of customer and vehicle lifetime value, and customer satisfaction metrics. You can use the Automotive data kit as the starting point for your implementation of Data Cloud and then you can extend or customize the data streams and calculated insights as required.
Deploy Data Streams from the Automotive Data Kit: Create a data stream to connect your Salesforce org to Data Cloud. After you install the Automotive data kit in your org, deploy the predefined data stream mappings that you need. These data streams collect data from Automotive Cloud and store them in Data Cloud. This information is then used to run calculated insights and create further segmentations and transformations in Data Cloud.
Automotive Cloud Mappings for Account: Data mappings for the Account data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the individual or business accounts for dealers, customers, or suppliers. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Contact: Data mappings for the Contact data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the people related to accounts, such as the people working at dealerships, individuals related to a business, or members of a household. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Asset: Data mappings for the Asset data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the assets purchased by customers, such as vehicles, parts, and accessories. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Asset Milestone: Data mappings for the Asset Milestone data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the key milestones and events related to a vehicle or spare part. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Asset Account Participant: Data mappings for the Asset Account Participant data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the accounts related to an asset through its lifecycle, such as dealers, service providers, retailers, and customers. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Asset Warranty: Data mappings for the Asset Warranty Term data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the warranty terms for a specific asset, which has exclusions, exceptions, and entitlements different from the base product warranty. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Case: Data mappings for the Case data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the issues reported by customers and to track customer satisfaction and issue resolution data. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Financial Account: Use the data mappings for the Financial Account data source object to store information about your financial account details. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Financial Account Balance: Use the data mappings for the Financial Account Balance data source object to store information about your financial account balance details. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Financial Account Fee: Use the data mappings for the Financial Account Fee data source object to store information about your financial account fee details. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Financial Account Party: Use the data mappings for the Financial Account Party data source object to store information about your financial account party details. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Financial Account Transaction: Use the data mappings for the Financial Account Transaction data source object to store information about your financial account transaction details. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Lead Preferred Seller: Data mappings for the Lead Preferred Seller data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about a prospect’s dealership preferences
Automotive Cloud Mappings for Transaction Journal: Data mappings for the Transaction Journal data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the parts and accessories sales reports submitted by dealers and use this information to calculate dealer incentives. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Opportunity: Data mappings for the Opportunity data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the potential customers converted from leads. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Product: Data mappings for the Product data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about product offerings such as vehicle models, spare part specifications, financial products, and vehicle accessories. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Rebate Claim: Data mappings for the Rebate Claim data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about
Automotive Cloud Mappings for Order: Use the data mappings for the Order data source object to store information about your order details. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Order Item: Use the data mappings for the Order Item data source object to store information about each vehicle or part sold for a specific sales order. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Unit of Measure: Data mappings for the Unit of Measure data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the codes and names for the standards of measurement. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Vehicle: Data mappings for the Vehicle data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about each vehicle that’s sold to a customer. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Vehicle Definition: Data mappings for the Vehicle Definition data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about a specific vehicle model. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Warranty Term: Data mappings for the Warranty Term data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about warranty terms such as exclusions, exceptions, and entitlements for the products covered under warranty. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Work Order: Use the data mappings for the Work Order data source object to store information about vehicle repair and parts replacement services. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Automotive Cloud Mappings for Work Order Line Item: Use the data mappings for the Work Order Line Item data source object to store information about the type of repair and maintenance done for each asset related to a work order. These mappings are used with the Salesforce CRM connector. Customize the mappings to meet your needs.
Install the Automotive Data Kit: A data kit helps you easily package Data Cloud components such as data model objects, data streams, and calculated insights, and then readily deploy the components in an org of your choice. You can install the Datakit Package for Automotive Cloud in your org, deploy the data streams, and activate the calculated insights.
Automotive Cloud Mappings for Asset Contact Participant: Data mappings for the Asset Contact Participant data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the contacts related to an asset through its lifecycle, such as sales agents, service technicians, and household members. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Lead: Data mappings for the Lead data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the prospects interested in your products and services. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Opportunity Line Item: Data mappings for the Opportunity Line Item data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the products and services that potential customers are interested in. You can customize the mappings to meet your needs.
Automotive Cloud Mappings for Opportunity Preferred Seller: Data mappings for the Opportunity Preferred Seller data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about a potential customer’s dealership preferences, or the source that generated the lead. You can customize the mappings to meet your needs.
Set Up Dealer Search in Automotive Cloud: Set up Criteria-Based Search and Filter features in Automotive Cloud to help users search and filter dealer and associated inventory data. Design your own search experience by using the Dealer Product Searchable Field and Dealer Vehicle Definition Searchable Field objects that combine fields from multiple objects to create a searchable inventory data set. Users can quickly view the dealerships available at required locations for service or purchases related to vehicles and products.
Configure Dealer Search: Create a search criteria configuration to design the dealer search experience for your users. You can define which fields users use as filter criteria and which fields they see for the search results.
Considerations for Dealer Search: Keep the following considerations in mind while setting up and using dealer search in Automotive Cloud.
Key Steps in the Dealer Search Workflow: Use Criteria-Based Search and Filter to look for dealers using the Dealer Product Searchable Field object. Use the Dealer Vehicle Definition Searchable Field to find dealerships selling and, or, servicing vehicles for location-based searches. Inventory managers, sales managers, and other users can quickly search and filter the required records available for a product.
Add Context for Tasks Performed During Dealer Visits: Make dealer visits more meaningful by relating other Salesforce records with the tasks that evaluation officers perform during a visit. Sales managers can use Generic Visit Task Context records to relate a task with a specific context, such as the dealer’s Account record, a Sales Agreement record, or even an Asset Warranty record. For example, you can create a task for checking the promotion banners at a dealer showroom and relate the relevant Promotion record as the task context.
Automotive Cloud for Dealer: Build relationships with your dealer by empowering them to optimize operations through comprehensive tools provided by Automotive Cloud for Dealer. Enhance customer relationships, improve service delivery, and accelerate growth by building dealer-specific solutions.
Disclosures and Consent Management in Automotive Cloud: Manage consent documents for data collection and disclosure statements about the sharing of sensitive customer data by using Intelligent Document Automation features in Automotive Cloud. Ensure regulatory compliance and transparency while handling sensitive customer information regarding vehicle purchases and consent for telematics data usage. Effectively manage disclosure documents related to regional compliance authorities to enhance customer trust and operational efficiency.
Discovery Framework in Automotive Cloud: With the Discovery Framework, create digital forms to collect and validate data and avoid time-consuming and error-prone manual methods. Use the Discovery Framework data model and Omnistudio to enable users to create digital forms and manage every aspect of questionnaire-driven data collection in compliance with company policies.
Distribute Leads or Opportunities with Dealer Groups: Automotive original equipment manufacturers (OEMs) can distribute leads or opportunities with dealer groups based on information such as the type of items the lead is interested in or the type of dealers they prefer. Use lead line items and lead preferred sellers to capture and share lead preference information.
Dynamic Assessments in Automotive Cloud: Service inspectors can use four sample inspection questionnaires within the prebuilt Omniscripts for evaluating a vehicle before delivery, during appraisal, or for repairs.
Set Up Prebuilt Inspection Questionnaire Templates: Activate the prebuilt inspection templates for using dynamic assessment questionnaires for virtual or on-site inspections. Customize a record page, such as the Vehicle record page, to include Action Plans and the related Omni Assessment Tasks and Assessments. Service inspectors can fill the inspection questionnaires on the Omni Assessment Task pages that store their answers in Assessment records.
Do More Using the Events and Milestones Component in Automotive Cloud: The Events and Milestones Lightning component helps dealer executives and sales personnel to view key milestones and moments for a financial account, vehicle, account, or contact. Customize the event or milestone records that users create to provide enhanced user experience. Help users to quickly initiate actions, such as logging a call or creating an order directly from a milestone or event. Or, control the type of information that users see when they hover on a milestone or event. You can also mark certain life events and business milestones as unique.
Show Events and Milestones for Relevant Automotive Records: Add the Events and Milestones component to the Account, Contact, or Vehicle record page layouts to surface information about key moments in the lifecycle of these records. You can hide life event and milestone types that you don’t want the dealer executives or sales executives to see. For example, if you add the Events and Milestones component to the Vehicle record page layout that you customized for a Dealer Sales Executive, you can hide milestone types related to repair and maintenance, such as General Service, Car Damage, or Body Repair.
Create an Experience Cloud Site with the Automotive Template: Use Experience Cloud to give your partners or customers access to Automotive capabilities. You can use the predefined template, which includes the Automotive objects, to create a site for partners or customers. You can also use an existing site in your org, or create a site from scratch and add the Automotive objects to your Experience Cloud site.
Give External Users Access to Automotive Objects: Provide users the required, but minimum, level of access to automotive objects and records. In this example, we see how Neo Motors creates a partner user, Paula Zhu for Meridian Auto Spare Parts Dealer, and gives her the required level of access to manage business from an external site.
Create a Customer User Profile for Automotive: An automotive original equipment manufacturer (OEM) or dealership can create a customer portal using Experience Cloud and help customers manage their vehicles and parts, warranty terms, and people relationships. Customers can access information such as the list of vehicles and assets they own, manage other account and contact participants such as service technicians, sales dealers, financiers, and track the major milestones in their vehicle’s lifecycle. Customers can also schedule service appointments to repair and maintain their vehicles, and track their financial milestones, transactions, and households.
Customize the Experience Cloud Site for Automotive: Add style, branding, and custom components specific to your company to an Experience Cloud site so that your partners and customers can find the right information easily. You can add additional related lists, Automotive-specific components, and tabs to the site.
Partner and Customer Experience Cloud Licenses for Automotive: Experience Cloud for Automotive is available with both Customer Community Plus and Partner Community user licenses. You can create a customer portal or a partner portal depending on which license you have. Review the capabilities offered by each license.
Create a Partner User Profile for Automotive: An automotive original equipment manufacturer (OEM) can create a partner portal using Experience Cloud and collaborate with dealers on agreements, vehicles, forecasts, and rebate programs. Partners can manage assets, visits, action plans, warranties, financial information, work orders, leads and opportunities. They can use the portal to manage the sales and service lifecycle of vehicles and parts that they sell. Dealers can also schedule test drive and vehicle service appointments on behalf of prospects and customers.
Experience Cloud Permission Set Licenses for Automotive: Give your partners and customers access to Automotive Cloud features with Experience Cloud sites. When you create an Experience Cloud site, you decide which features your customers or partners need access to. For example, you can provide dealers the ability to manage vehicles and track leads, but you don’t want to give them the ability to create and manage visits. Or, you want your customers to only view their household information and schedule vehicle service appointments.
Object and Record Sharing with External Users for Automotive: Set up incremental levels of access so that external users such as your partners or customers only view the information that you want to share. You can control sharing access at the level of objects, fields, and records. Ensure that partners and customers using the Experience Cloud sites get the right level of access on relevant records.
Digital Experience Sites in Automotive Cloud: Partners and customers and suppliers can use Experience Cloud sites to collaborate with automotive companies on vehicles, sales, and stakeholder relationships. Learn about the different ways in which different stakeholders can use the Experience Cloud sites.
Visualize the Loans and Leases Related to Your Customer: Show information about all captive finance loans and leases and related stakeholders on a visual graph for Account records. Configure an Actionable Relationship Center (ARC) Graph with information that’s relevant for service representatives, financial consultants, and sales managers looking at Account records.
Visualize Vehicles and Stakeholders for a Loan or Lease: Show information about all parties and vehicles on a visual graph for a financial account. Configure an Actionable Relationship Center (ARC) Graph with information that’s relevant for service representatives, financial consultants, and sales managers looking at captive loans and leases.
Store Your Captive Finance Customers’ Communication Preferences: Store and manage a captive finance customer’s communication preferences for each loan or lease account. Create Communication Subscription Consent records to store the customer’s consent for specific communication channels for specific financial accounts. You can store when and how a customer wants to engage, and the data use purpose such as marketing outreach, payment reminders, or fraud alerts.
Customer and Financial Account Consoles in Automotive Cloud: The Account page in the Finance Console for Automotive app gives you visibility into a business or an individual’s related cases, opportunities, and contacts. You can also see the automotive loans and leases where the account is a participant, such as a co-owner, a beneficiary, or a nominee. The Financial Account page in the app helps you drill down into each loan or lease account. View transactions, statements, and vehicle titles related to the loan or lease. Components such as record alerts, milestones, timelines, and actionable relationship center graphs help you deliver proactive service and engage with your captive finance customers.
How Credit Bureau Information is Represented in Automotive Cloud: Credit analysts or underwriters, and risk managers at automotive finance companies can view and compare the credit bureau details of a customer for a loan application and optimize the process for automotive loan decisioning in the underwriting process. Understand how credit bureau information is represented in Automotive Cloud.
Manage Credit Bureau Data in Automotive Cloud: Optimize automotive loan decisions by using credit bureau reported information. Credit analysts and risk managers can view and compare credit bureau details through the credit bureau records. Integrate credit reports and scores from major bureaus like Experian and Equifax, providing a comprehensive view of a borrower's financial history. Assess creditworthiness, verify identity, and detect fraud, leading to faster and more informed decisions. Automates the underwriting process, ensuring compliance with fair lending regulations.
Explore the Account Page in the Finance Console for Automotive App: Review the different components on the Account page of the Finance Console for Automotive app. This page gives you a 360-degree view into a customer’s financial activities. You can resolve customer queries from this page and engage in meaningful conversations with help of record alerts, milestones, and interest tags.
Explore the Financial Account Page in the Finance Console for Automotive App: Review the different components on the Financial Account page of the Finance Console for Automotive app. This page gives you a 360-degree view into a loan or lease. You can track all activities, payments, participants, and milestones related to vehicle loans and leases. You can also get information about the list of vehicles financed through the loan or lease, and the related titles.
Work with the Funding Workbench Console: When a customer has accepted a loan or lease proposal and the dealer has provided final approval, use the Funding Workbench to facilitate the end-to-end disbursement process by seamlessly managing document uploads and verification.
Create Application Action Items: As a funding analyst, when the stage of the application form product is Signature Complete, create application action items for dealers to upload documents on the Funding Workbench console.
Review and Approve Documents: As a funding analyst, review the set of required documents uploaded by a dealer, or upload other necessary documents. Create subtasks for the dealers in case of missing requirements. Finally, approve or reject funding for the loan or lease.
Set Up Funding Workbench: Set up components for enabling and accessing the capabilities of Funding Workbench.
Set Up Funding Workbench for Users: Set up components for enabling and accessing the capabilities of Funding Workbench for your financial managers and funding analyst users.
Upload Documents from the Dealer Portal: As a dealer, upload the necessary documents as stated in application action items from a funding analyst on the Funding Workbench console to proceed with funding decisions for your customer.
Import Captive Finance Data From External Systems: Use mechanisms such as the Data Loader or Bulk API to bring in financial data into Automotive Cloud. Captive finance companies handle large volumes of data related to transactions, billing statements, fees and charges, and balances. You don’t need to manually recreate this data in the Finance Console for Automotive app. You can use CSV files to prepare the data and import via Data Loader.
Submit Vehicle Loan and Lease Applications As an Agent: Financial agents at a captive finance or a banking organization can use the Agent Assisted Application Management app to submit loan and lease applications on behalf of customers. Customers often call service centers when they need the expertise of agents or when they aren't able to submit applications themselves. Agents can quickly gather information from the customers and use the intake form to fill out the details and upload the required documents. Agents can also discuss the recommended offers with customers and modify the application before submission.
How Is Application Intake Information Represented In Automotive Cloud: Learn how different financial records are created during a loan or lease application intake process in Automotive Cloud. When a customer submits an application or an agent submits an application on behalf of the customer, the information is stored in multiple records that the underwriter refers to during the decisioning process.
Configure the Review Offer Flow in Vehicle and Asset Lending: Create a flow from a predefined template that triggers an action item to share an offer for review with an application form product participant such as the customer, dealer, or underwriter. When an underwriter selects a proposal as final, they can use the screen flow embedded in the underwriter’s console to quickly assign an action item to a participant. The participant can be a dealer, another underwriter, or the customer who applied. The participant is notified by email when the proposal is shared by them and they can analyze it further and take a decision on the offer.
Configure Stipulations for Vehicle Loans and Leases: Create Term records to represent a repository of stipulations that underwriters can add to loan and lease applications. A stipulation is a condition that improves the eligibility for a loan or lease. Typical examples include adding a co-applicant, providing additional proof of employment or income, or increasing the credit score. When an underwriter at a captive finance or banking organization creates a proposal for an application form product, they can add multiple terms to the proposal as stipulations.
Custom Picklist Values for Vehicle and Asset Lending: Give the best experience to underwriters, agents, applicants, and dealers by making sure you configure picklist values for certain fields on the objects related to Vehicle and Asset Lending before you use the features.
Make Dealers Available for Selection in Vehicle and Asset Lending: When customers apply for vehicle loans or leases, or when agents apply on behalf of customers, they select a dealership that they prefer based on the dealership name, city, or postal code. Create dealers in your org to make them available for selection as preferred dealerships during the application intake process.
Qualification Rules for Vehicle and Asset Lending: Use Product Catalog Management, Context Service, and Business Rules Engine to create qualification rules that drive eligibility of products for applicants. You can create qualification rules to determine which financial products are displayed to applicants based on criteria such as age, region, service level agreements, or tier. You can ensure that applicants don't select conflicting products, or they select multiple products that are offered in combination.
Submit Vehicle Loan and Lease Applications As an Applicant: Customers can use the Experience Cloud site to submit vehicle loan or lease applications. Customers can use the self-service application intake process at their own convenience. A simple guided flow makes it easier for customers to provide all the required information, upload documents, provide consent for disclosures and soft credit checks, and track the application by its record number after submission. Customers can browse the products, review the terms and conditions, and select the offer that's best suited to their needs.
Set Up Vehicle and Asset Lending for Automotive Cloud: Set up and configure features for Vehicle and Asset Lending for a captive finance or a banking organization. Set up product catalogs, pricing procedures, disclosures and consent, stage management, compliant data sharing, qualification rules, and document intake. Set up additional features that support vehicle loans and leases, right from intake to decisioning. Help underwriters, financial managers, customers, agents, and dealers manage and track applications and proposals. The vehicle lending processes are built on top of the Digital Lending platform that supports the end-to-end lending lifecycle across all retail loan products and channels in a unified lending platform.
Extend the Pricing Procedure for Vehicle and Asset Lending with Adjustments: Calculate offers for vehicle loans and leases based on interest rates that are dynamically adjusted based on the credit score of the applicant and the repayment term selected by the applicant. For example, the interest rate for a vehicle loan is adjusted to a lower percentage when the credit score of the applicant is higher than 750 and the repayment term is 36 months.
Add Disclosures for Applicant Consent in Automotive Lending: Create a disclosure authorization form for Automotive Lending with multiple related form text records that are shown to an applicant on the Review Disclosures and Consent page of the intake guided flow.
Create Catalogs and Categories for Vehicle and Asset Lending: Create a product catalog and its related categories to categorize financial products in Automotive Cloud. For example, a banking institution can create a catalog to group all financial products. Users can further classify the suite of products with categories such as home loans, vehicle loans, and personal loans.
Create Product Classifications for Vehicle and Asset Lending: Create product classifications for the different types of financial products that you offer for sale to your customers. When you relate specific attributes to a product classification, you can differentiate products at a granular level. For example, create a product classification for all loan type products and relate attributes such as loan term, maximum loan amount, and minimum loan amount. For each attribute, you can also specify a default value. All products that you create based on a classification automatically inherit the attributes.
Clone a Context Definition for Vehicle and Asset Lending Proposals: When customers or agents use the intake guided flow to submit an application for a loan or a lease, they are shown the estimated monthly payment, interest rate, and repayment term based on the information they provide. Use the predefined LendingProductProposalContext definition and its context mapping in a pricing procedure that dynamically calculates the interest rate for a proposal. The context definition nodes represent the typical proposal attributes such as stage, term, interest rate, validity, and amount. The context mapping maps the attributes to the fields of the Application Form Product Proposal object which stores the proposal details.
Create a Decision Table for Vehicle and Asset Lending Proposals: Use products as input and get the list rate as output for each financial product such as a vehicle loan or lease. Create a decision table that can be used in a pricing procedure to dynamically get the interest rates for a loan or lease.
Create Document Types for Vehicle and Asset Lending: During the lending intake process, applicants submit various documents for verification and for assessment by the underwriters. Organize these documents by creating document types and categories. For example, associate the document types Driving License with the Proof of Address category, or associate the document types Bank Statements and Salary Slips with the Proof of Income document category.
Create a Pricing Procedure for Vehicle and Asset Lending: Create a pricing procedure that uses the decision table and context definition to determine the interest rates of vehicle loans and leases. These interest rates are used to calculate the offers presented to applicants during the application intake process.
Configure Product Attributes for Vehicle and Asset Lending: Create attributes for your financial products to specify the maximum and minimum amount for a loan or lease, the validity of the offer, and the duration of a loan or lease. When customers and agents apply for a loan or lease, these attributes are displayed as options for selection and are also used to calculate the offers. Additionally, create a product attribute to specify the Omniscript name that’s used by the application to launch a guided flow during the application intake process for agents and customers.
Create Attribute Picklists for Vehicle and Asset Lending: Create an attribute picklist and its related values for product attributes of data type Picklist. For example, loan term or lease term is a picklist-type attribute with possible values of 12 months, 24 months, or 48 months. The attribute values you specify are displayed as options to a customer or an agent and also used to calculate the offers during the application intake process.
Add Product Fees for Vehicle and Asset Lending: Create fees and relate them to financial products such as vehicle loans and leases. Fees can be of multiple types, such as late payment fees, prepayment penalty, and origination fees. During application intake, a customer or an agent can view the applicable fees on the FAQ tab of a product.
Add Product List Rates for Vehicle and Asset Lending: Create product list rates and relate them to financial products such as vehicle loans and leases. The list rates are used to calculate the interest rate on a loan or lease.
Create Financial Products for Vehicle and Asset Lending: Model loans and leases for vehicles and assets as products in Automotive Cloud. You can create separate products for vehicle loans, vehicle leases, accessory loans, and accessory leases. When customers apply for a loan or lease, they select a financial product that you’ve set up.
Map Data Use Purposes to Applicants in Automotive Lending: Create a decision matrix to map data use purposes to the different types of applicants for a vehicle loan or lease application. The decision matrix determines the types of disclosures that applicants are required to provide consent for during the intake process. For example, map a data use purpose for an authorization form to primary applicants for both loans and leases, and map a separate data use purpose to co-applicants for loans.
Configure Data Use Purposes for Automotive Lending: Define the purposes for collecting information from applicants before you seek their consent during the application intake process for Automotive Lending. Data use purposes can optionally link to data use legal basis records, which identify specific legal regulations.
Map Document Types to Applicants for Vehicle and Asset Lending: Create a decision matrix to map document types to the different types of applicants for a vehicle loan or lease application. The decision matrix determines the types of document types that applicants are required to upload during the intake process. For example, map driving license and bank statements to primary applicants and co-applicants for a vehicle loan.
Enable Features for Vehicle and Asset Lending: Review the features that you must enable to use Vehicle and Asset Lending. Understand the billable usage types for which consumption is calculated.
Disclosures and Consents for Vehicle and Asset Lending: When customers and agents apply for a vehicle loan or lease, they consent to the disclosures related to governmental or agency-based regulations and policies. Set up disclosure text and consent authorization forms for different types of lending processes in your company.
Document Verification for Vehicle and Asset Lending: Allow customers and agents to upload documents such as proof of address, income, employment, and photographs during the application intake process. Underwriters and dealers can review the uploaded documents for applicant identity verification, due dilgence, and a faster approval process.
Set Up Experience Cloud for Vehicle and Asset Lending: Set up and customize the Experience Cloud site to enhance the experience for customer and partner users. Add dynamic navigation menu items so that users can directly find the financial products of their choice, and modify object permissions and sharing settings to restrict or extend access for dealers and applicants.
Know Your Customer for Vehicle and Asset Lending: Collect essential information about applicants when they apply for vehicle loans and leases. The financial team can validate the Know Your Customer (KYC) information provided by the applicants for risk assessment and identity verification. The underwriters can view the KYC information for applicants when they review the application in the Vehicle and Asset Lending Console app. A financial institution can use data from Identity and Verification service providers or Screening service providers to verify the details submitted during the application intake process.
Pricing for Vehicle and Asset Lending: Configure fees, interest rates, and repayment terms for loans and leases. Set up a pricing procedure to dynamically calculate the interest rate for estimated offers.
Catalogs and Products for Vehicle and Asset Lending: Loans and leases offered as financing options for vehicles or for assets such as car batteries are modeled as products in Automotive Cloud. Set up catalogs, categories, products, and attributes to design your financial product portfolio.
Stage Management for Vehicle and Asset Lending: Create a transition plan for each stage of the vehicle and asset lending application process. Set up stage management to restrict the values of the Stage field on an Application Form Product so that only defined transitions are permitted, and customizable actions can be completed after each transition. After each transition, Compliant Data Sharing participant records are created and updated to manage the visibility levels for different users throughout the application process.
Create Apex Classes for Stage Management for Vehicle and Asset Lending: Create apex classes that store the business logic for stage transitions. The autolaunched flow that's triggered when an application form product moves from the Intake to Submitted stage contains a step that calls the Apex class.When the stage field on the Application Form Product record is updated, the Apex updates the value of the Stage field on the related Application Form record, and the values of the Applicant Visible Status and Partner Visible Status fieds on the Application Form Product record. The Apex class also creates Participant records on the Application Form Product, associated Application Form, and associated Party Profile records to manage the visibility for different users.
Map Applicant and Partner Visible Stages for Vehicle and Asset Lending: Create a decision matrix to map the Partner Visible status and Applicant Visible status fields to the Stage field on Application Form Product. The status of an application as visible to the applicants and the dealers can be different from the overall stage of the application. For example, when an application is in the underwriter approved stage, you may want the dealer to view the status as lender approved, and the applicant to see the status as approved.
Create a Stage Definition and Add Stage Transitions for Vehicle and Asset Lending: Create a stage definition that defines the rules for transition from one stage to another for a vehicle lending application. A transition is any change to the value in the Stage field on an Application Form Product. A defined set of transitions prevents the applicants from updating the stage to invalid values.
Map Form Stages to Form Product Stages for Vehicle and Asset Lending: Create a decision matrix to map the Stage field on an Application Form Product record to the Stage field on an Application Form record. The application form product's stages are sub-stages of the related application form's stages. For example, the Contract Generation, Contract In Review, Awaiting Signature, and Signature Complete stages of an application form product are all mapped to the Closing stage of an application form.
Map Participant Group Access to Stages for Vehicle and Asset Lending: Create a decision matrix to map the read and write access levels of different participant groups to the Application Form, Application Form Product, and Party Profile records. The decision matrix is used to determine the level of access that must be granted to underwriters, dealers, agents, and applicants across various stages of the lifecycle for a vehicle loan or lease application.
Create Participant Roles and Groups for Vehicle and Asset Lending: Create participant roles for the Application Form, Application Form Product, and Party Profile objects. Add users with similar job roles to a participant group. When Compliant Data Sharing is enabled for objects, users in a specific participant group are provided equal level of access to the records. When you add users to Application Form, Application Form Product, and Party Profile records, you can map the required participant role to a participant group.
Set Up Application Stage Values for Vehicle and Asset Lending: Create picklist values for the Stage field on Application Form and Application Form Product objects. Also, create picklist values for the Applicant Visible Status and Partner Visible Status fields on the Application Form Product object. These field values help you use Stage Management and Compliant Data Sharing for vehicle and asset lending applications.
Create or Clone Automotive Loan and Lease Proposals: Underwriters can create proposals and send them to dealers and customers for review before the final proposal is accepted. To improve the chances of acceptance, or to guide customers and dealers on how to redesign the terms of a loan or lease, underwriters can add stipulations to a proposal. Stipulations help dealers and customers renegotiate the proposal based on the underwriters’ suggestions and can also be used for conditional approvals. Underwriters can also clone existing proposals to quickly modify the terms.
Share Automotive Loan or Lease Proposals with Participants: Underwriters can select a proposal as the final offer and share it with other underwriters or with dealers to further the decisioning process. Underwriters can assign an action item to review the offer right from the Application Form Product record page, and the selected proposal is shared with the participant specified as the assignee of the action item. Admins can also set up other custom tasks that underwriters can assign as action items, such as verifying documents, or submitting a new application.
Explore the OmniStudio Components for Automotive Finance: The Account and Financial Account record pages in the Finance Console for Automotive contains flexcards that display information about the related financial transactions, vehicles, and titles. Download the latest version of the OmniStudio package and add the OmniStudio Designer license to your org. You can then customize the Omnistudio Data Mappers, FlexCards, and Integration Procedures to modify the type of information you want to display to your users.
Configure Additional Components in the Finance Console for Automotive: Improve the experience of service representatives and finance managers by customizing the page layouts in the Finance Console for Automotive app. The Account and Financial Account pages in the console come with default tabs and components that display important information about the financial activities of your customer. But you can add other components to allow greater visibility to your users.
Deliver Proactive Service for Financial Customers in Automotive Cloud: Streamline the service processes in your captive finance company by using the Finance Console for Automotive app. Track all automotive loans and leases related to a customer, different stakeholders involved in the financing process, and the related vehicles and titles. Service agents can resolve queries related to transactions, charges and fees, balances and statements, and title transfers. Agents can use the action launcher to quickly reverse a fee or change the address related to a financial account. They can track key record alerts and milestones, assign interest tags, visualize relationships on interactive graphs, and upsell financial products and services.
How Financial Records Work Together in Automotive Cloud: Learn how different financial records work together in Automotive Cloud. You can model information related to loans and leases, assets, vehicles, titles, and financial account participants using the Finance Console for Automotive App.
Configure Criteria-Based Search and Filter for Vehicle and Asset Lending: On behalf of the customers, dealers can rehash an active loan or lease proposal by changing the selected vehicle on the application. They can request a different vehicle to meet customer requirements, by using Criteria-Based Search and Filter. Create a search criteria configuration to simplify the experience of searching for a new vehicle.
Prevent Duplicate Applicant Records: Maintain high data quality and improve customer experience in vehicle and asset lending by preventing duplicate applicant records. Leverage Duplicate Management and create matching and duplicate rules to ensure accurate customer data.
Customize Components for Experience Cloud to Rehash Proposals: Modify the Application Form Product page layout and components for the Agent Assisted Application Management app. Dealers can use the predefined page layouts and components in Vehicle and Asset Lending to rehash proposals by using Experience Cloud. If agents at a financial institution want to rehash proposals on behalf of their customers, modify the components in the Agent Assisted Application Management app. You can also modify the record page layout for customers who use the Experience Cloud site to rehash proposals.
Rehash Vehicle Loan and Lease Proposals: On an Experience Cloud site, dealers can rehash the final proposals that are shared by underwriters for their review. They can change the payment structure and the selected vehicle in the proposal based on customer needs. The underwriter revisits these proposals for further review, and shares these proposals with the dealer with additional stipulations or for final approval.
Lifecycle of a Vehicle Loan or Lease Proposal: Dealers can use the Experience Cloud site to explore the various options and offer the best terms for a loan or lease to their customers. They can efficiently collaborate with underwriters to rehash and update proposals by changing the vehicle selected by the customer or by updating the financial terms of a loan or lease. Dealers can also accept or reject a proposal shared by the underwriters.
Set Up Rehashing for Vehicle and Asset Lending: Help dealers, agents, and customers efficiently rehash loan or lease proposals for Vehicle and Asset Lending. Set up the product configurator, Omnistudio components, and other features for a seamless rehashing process. Set up a pricing procedure to dynamically calculate the rehashed financial terms for a loan or lease and come up with better offers. Set up Criteria-Based Search and Filter to change the vehicle selected in a proposal.
AI-Powered Document Validation: Use generative AI to verify that user-submitted documents match your Salesforce records. Validate KYC documents against data in Salesforce records for Automotive loans and leases. This feature extracts data from uploaded files and highlights discrepancies to help you maintain data standards and speed up compliance workflows.
Configure Omni-Channel Routing: Use Omni-Channel to route work items to queues, agents, and skills on supported channels for the Automotive objects. Efficiently manage your service reps and their workload by using different ways to route work for automotive lending services. Configure and assign presence statuses to profiles as required.
Create Relationship Graphs to Visualize Captive Finance Information: Create actionable relationship center graphs from easy-to-use templates, and add them to the Financial Account and Account pages in the Finance Console for Automotive app. Users can easily visualize the relationship between different records on a graph, take quick actions on each record, and traverse the different nodes to get granular details.
Permissions and Features for Vehicle and Asset Lending: Get started with Vehicle and Asset Lending by enabling the necessary features and understanding the billable usage. Assign the required user permissions to ensure users can access and use the features effectively. Provide the best experience for underwriters, agents, applicants, and dealers by configuring the picklist values for relevant fields on all related objects before using the features.
Set Up Finance Console in Automotive Cloud: Configure settings that allow your service representatives to effectively use the Finance Console for Automotive app. Create actionable relationship center graphs from templates and add them to the Account and Financial Account pages. To enhance the productivity of the service reps, customize the page layouts and add additional components. To determine the type of information displayed in the console, customize the Omnistudio components. Bring in finance data from external systems.
Assess and Analyze Vehicle Loans and Leases: Use the Vehicle & Asset Lending app in Automitive Cloud as an underwriter to assess and analyze the applications submitted by customers or by agents on behalf of customers. Underwriters can configure stipulations, gather insights about the applicant, analyze the applicant profile and credit history, and create proposals. After negotiations and review, the underwriters can share the final proposals with dealers for acceptance or rejection.
Explore the Underwriter Console in the Vehicle and Asset Lending App: Underwriters at a captive finance or a banking organization can use the Vehicle & Asset Lending Console app to assess each application submitted by applicants, analyze the risk and eligibility, and design offers for a loan or lease. Review the key information available on an Application Form Product record page that help underwriters in their daily job.
Review and Close Vehicle Loan and Lease Proposals: Dealers can use the Experience Cloud site to review and track vehicle loan and lease applications after the intake process, modify and negotiate terms during the decisioning process, and finally accept or reject proposals after the underwriter shares the final proposal with them. Dealers can efficiently rehash applications by either modifying the vehicle or the financial terms to come up with better loan or lease proposals. Dealers can use the Work Guide on an Application Form Product record page on the Experience Cloud site to then accept or reject the final proposal with just one click.
Manage Vehicle Loans and Leases: Use the Vehicle and Asset Lending Console to get a unified view for managing loan applications, tracking applicant Know Your Customer records, and gauge the creditworthiness of applicants through integrated Experian and Equifax data. Underwriters and financial managers can automate decisions and analyze key metrics. Service reps and customers can utilize the Agent Assisted Application Management and Experience Cloud sites for seamless application tracking. Leverage Omniscript-based flows and Unified Catalog streamlines service processes and ensure compliance with fair lending regulations.
Submit and Track Vehicle Loan and Lease Applications: Submit applications for vehicle leases and loans as a customer, or as an agent on behalf of the customer. Customers can use the Experience Cloud site to submit applications using a self-service guided flow, and track the submitted applications. Agents can use the Agent Assisted Application Management app to submit applications on behalf of clients using the same guided flow.
Streamline Vehicle and Asset Lending: Use the Vehicle & Asset Lending Console to get a comprehensive view of all loan and lease applications, applicant information, and related records for vehicles or assets. Financial managers can track the employment, income, credit score, and personal information about applicants. Track liabilities, assets, and Know Your Customer identity records used for screening and verification, and documents uploaded by the applicants all from the console. Underwriters can also use the console to analyze key metrics related to an application, create proposals, and assign action items for an application. Agents can use the Agent Assisted Application Management app to submit applications on behalf of customers. Customers and dealers can use the Experience Cloud site to apply for loans and leases, track their statuses, and accept or reject the proposals shared by the underwriters for review. Use the Funding Workbench Console to facilitate the end-to-end disbursement process.
Track Vehicles Related to Financial Accounts in Automotive Cloud: A customer can have multiple vehicles financed through different loans and leases. Captive finance sales managers can track all vehicles and other assets related to each financial account for a customer’s account. Use Party Financial Asset to list all vehicles financed by a customer, and use Financial Account Party Financial Asset to relate the vehicle to the relevant financing option. You can also use Party Financial Asset Additional Owner records to track shared ownership of financed vehicles.
Track Fees and Charges for Financial Accounts in Automotive Cloud: Track the fees and charges levied on a loan or lease account, such as maintenance charges, end-of-lease fees, and excess mileage charges. The Fees tab on a Financial Account record page in the Finance Console for Automotive app shows all fees related to a loan or a lease.
Add Participants to Financial Accounts in Automotive Cloud: A financial account can have multiple stakeholders related to it such as the owner of the vehicle financed through a loan, the guarantor of the loan, and the driver. You can track all accounts and contacts related to a vehicle loan or lease by using Financial Account Party records. Moreover, a single account can play multiple roles for a loan or lease. For example, a household member can be the driver and the leasee.
Track Payments and Transactions for Financial Accounts in Automotive Cloud: View details of each transaction made against a loan or lease, and the summarized billing statements for a financial account in the Finance Console for Automotive app. You can track the credit and debit transactions along with details such as transaction status, status, and amount. You can also track the billing statements and the balance summary on a specific date for a financial account.
Manage Vehicle Titles and Related Participants in Automotive Cloud: Create titles to establish the legal ownership of vehicles and other assets such as electric vehicle charging stations or shipping containers. A title is unique to a single vehicle record but can be related to multiple accounts, contacts, or users based on the role of the participant. For example, an account can be the owner while another account can be the lienholder for a vehicle title. Multiple vehicles and their related titles can be related to a financial account, such as a loan or a lease.
Create Financial Accounts in Automotive Cloud: Use Financial Account records to track the automotive loans and leases related to your captive finance customers. Track the down payment amount, principal amount, and interest rate for each loan or lease. Easily identify the past due amount and outstanding payment amount so that you can engage your customers with timely alerts. In Automotive Cloud, you can create financial accounts for loans and leases that finance vehicles and other types of assets.
Use Prebuilt Flows for Fleet Management: Associate vehicles or assets to a new fleet or an existing fleet, from a fleet record page, or an asset or vehicle list view using a prebuilt screen flow. Search for vehicles using Criteria-Based Search and Filter and assign them immediately to an existing fleet based on the search result. Optimize workflows for fleet managers and inventory specialists.
Add Participants to a Fleet in Automotive Cloud: Relate people to a fleet and track their role in the maintenance and operation of the fleet. You can associate businesses, individuals, and employees to a fleet.
Add Vehicles to a Fleet in Automotive Cloud: Add vehicles to a fleet and track key metrics such as the distance covered by a vehicle and the residual market value of the vehicle.
Create Fleets in Automotive Cloud: Create a fleet to represent a group of vehicles that operate together or are owned by the same account.
Manage Fleets in Automotive Cloud: When an automotive company or a dealership sells or leases a fleet of vehicles to a customer, they must regularly monitor the fleet’s activities. You can model fleets of vehicles or other assets in Automotive Cloud, and you can add multiple participants to a fleet. You can also create action plans and record alerts to effectively manage the acquisition, servicing, and maintenance processes for your fleets.
Take a Tour of the Funding Workbench Console: After a loan or lease proposal has been reviewed, rehashed, and accepted by the customers and approved by the dealers, the funding process begins. This final phase involves the lender disbursing funds to the dealer, so the customer can take the vehicle home. The Funding Workbench console helps with this flow, from the dealer uploading documents to the creation of action items for the funding analyst and the analyst's verification of those items and related documents.
Subagent: Address Update: The Address Update subagent retrieves all addresses associated with the customer, prompts the user to select one, gathers the new address details, and creates a case for the update.
Subagent: Address Update Request: The Address Update subagent retrieves all addresses associated with the customer, prompts the user to select one, gathers the new address details, and creates a case for the update.
Agentforce for Automotive Cloud: Agentforce for Automotive Cloud provides an easy way to manage customer account information, sales and service requirements for vehicles, assets, dealers, and service process requests for Automotive loans or leases through natural language interactions. With out-of-the-box agent subagents and actions, efficiently generate performance summaries, create cases and tasks, and update records in a systematic flow.
Considerations for Asset Finance Management: To use the Agentforce Asset Finance Management agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Agentforce for Asset Finance Management: Streamline your asset finance operations, such as service processes related to modifying the payment details of loans or leases. Customer support reps can help users defer payments, modify payment due dates, reverse fees, or view transactions and balances. This agent facilitates related actions such as creating cases and drafting emails.
Asset Finance Management Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Agentforce for Asset Finance Management for Customers: Streamline your asset finance operations, such as service processes related to modifying the payment details of loans or leases such as deferring payments, changing the payment due dates, reversing fees, viewing transactions and balances, or transferring funds to accounts on Experience Cloud sites. This agent facilitates related actions such as creating cases and drafting emails.
Asset Finance Management for Customers Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Create an Agent from an Agentforce Asset Finance Management for Customers Template: Use the Asset Finance Management for Customers agent template to quickly build an agent that autonomously handles financial service processes for Automotive loans, leases, and financial accounts that customers can access from an Experience Cloud site.
Deploy Asset Finance Management for Customers to Experience Cloud Site: Make your Asset Finance Management for Customers agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.
Connect Asset Finance Management for Customers to WhatsApp: Expand your service capabilities by connecting your Asset Finance Management for Customers agent to WhatsApp. Configure an Enhanced WhatsApp channel and routing logic to let customers interact with your agent directly from their preferred messaging app.
Prepare Your Org: Before you get started with Asset Finance Management for Customers, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Set Up Agentforce for Asset Finance Management: Get your Asset Finance Management agent up and running. Prepare your Salesforce org, configure necessary user permissions, and set up your agent.
Prepare Your Org: Before you get started with Agentforce Asset Finance Management, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Subagent: Asset Service Estimation: The Asset Service Estimation subagent in the Asset Service Management Agent template summarizes asset performance and telematics data, generates service quotes, and drafts customer emails to streamline service processes and improve communication.
Considerations for Asset Service Management: To use the Agentforce Asset Service Management agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Agentforce for Asset Service Management: Streamline vehicle and asset services. Service reps in an original equipment manufacturing company can efficiently summarize asset telemetry, create service quotes and work orders based on the information selected by a user, including relevant coverages for products such as asset warranties, service contracts, or entitlements as well as manual discounts. This agent facilitates related actions such as drafting emails.
Asset Service Management Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Set Up Agentforce for Asset Service Management: Get your Asset Service Management agent up and running. Prepare your Salesforce org, configure necessary user permissions, and set up your agent.
Prepare Your Org: Before you get started with Agentforce Asset Service Management, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Subagent: Asset Service Work Order Management: The Asset Service Work Order Management subagent within the Asset Service Management Agent template helps users summarize asset telemetry, generate service quotes, create work orders, and draft customer communications as needed.
Agent Templates in Automotive Cloud: Use the agent templates in Automotive cloud to efficiently run your automotive business by using Agentforce.
Subagent: Automotive Warranty Claims Management: Customers or partners can use the Automotive Warranty Claims Management subagent from an Experience Cloud site to summarize submitted warranty claims, check the status of their claims, and validate the warranty information of their vehicles, assets, or parts.
Agentforce for Channel Revenue Management: Simplify the management of rebate programs and payout processes through natural language interactions. With predefined subagents and actions, track calculations, resolve issues with payout insights, and review overall rebate program details to ensure transparency, traceability, and accurate claims.
Agentforce for Collections and Recovery Assistance: Boost your collections teams' efficiency with Collections and Recovery Assistance, a personal AI Agent integrated into the Collections and Recovery feature. Create an agent using the Collections and Recovery Assistance template.
Subagent: Dealer Search Generic: Sales or service representatives in an automotive company can use the Dealer Search subagent to search for location-based dealerships on behalf of customers and summarize dealers.
Subagent: Dealer Search Vehicle Service: Sales or service representatives in an automotive company can use the Dealer Search Vehicle Service subagent to search for location-based dealerships on behalf of customers, summarize dealers, capture opportunities, and schedule service appointments.
Subagent: Dealer Search Test Drive: Sales or service representatives in an automotive company can use the Dealer Search Test Drive subagent to search for location-based dealerships on behalf of customers, summarize dealers, capture opportunities, and schedule test drives.
Subagent: Driver Account Summary: Sales or service representatives in an automotive company can use the Driver Account Summary subagent to summarize customer accounts and their vehicles. Agentforce also helps to create tasks based on the vehicle summaries.
Subagent: Driver Finance Account Summary: Sales or service representatives in an automotive company can use the Driver Finance Account Summary subagent to summarize the financial information of a customer account and the associated financial accounts. Agentforce also helps to create tasks based on the financial account summaries.
Subagent: Fee Reversal: The Fee Reversal subagent collects financial account details, displays all relevant fee transactions, and prompts the user to select the specific transaction to create a case for reversal.
Subagent: Fee Reversal Request: The Fee Reversal subagent collects financial account details, displays all relevant fee transactions, and prompts the user to select the specific transaction to create a case for reversal.
Subagent: Financial Account Balances: The Financial Account Balances subagent retrieves the financial account balances associated with a specific financial account.
Subagent: Financial Account Statement: The Financial Account Statement subagent requests to order copies of customers' loan or lease account statements.
Subagent: Financial Account Transactions: The Financial Account Transactions subagent retrieves all financial account transactions associated with a specific financial account.
Subagent: Transfer Funds to Own Account: The Funds Transfer to Own Account subagent retrieves all financial accounts associated with the customer, checks for any account restraints, and prompts the user to select the transfer type. The subagent then gathers the required details and creates a case for funds transfer.
Subagent: Funds Transfer To Own Account Request: The Funds Transfer to Own Account subagent retrieves all financial accounts associated with the customer, checks for any account restraints, and prompts the user to select the transfer type. The subagent then gathers the required details and creates a case for funds transfer.
Considerations for Industries Customer Engagement: To use the Agentforce Industries Customer Engagement agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Agentforce for Industries Customer Engagement: Streamline the lifecycle of vehicles and related operations. Sales and service reps in an automotive company can efficiently manage customer accounts, vehicles, financial information of an account, and search for location-based dealerships on behalf of customers. This agent facilitates related actions such as creating tasks, capturing opportunities, and scheduling test drives or service appointments.
Industries Customer Engagement Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Prepare Your Org: Before you get started with Agentforce Industries Customer Engagement, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Considerations for Automotive Sales Concierge: To use the Agentforce Automotive Sales Concierge agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Agentforce for Automotive Sales Concierge: Streamline the sales life-cycle of products, such as vehicles or assets, by supporting more AI-assisted task automation and increasing productivity of sales reps. This agent helps to generate record summaries such as that of a selected vehicle or asset, search for dealers, search for products and relevant accessories, search and facilitate actions such as creating opportunities and quotes, initiating appraisals, and drafting emails in a single flow.
Set Up Agentforce for Automotive Sales Concierge: Get your Automotive Sales Concierge agent up and running. Prepare your Salesforce org, configure necessary user permissions, and set up your agent.
Prepare Your Org: Before you get started with Agentforce Automotive Sales Concierge, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Agentforce for Automotive Sales Concierge for Partners: Use AI-assisted task automation to help partners at Automotive dealerships or original equipment manufacturers (OEM) to efficiently streamline the sales life-cycle of products, such as vehicles and parts. This agent helps to search for vehicles, products, and relevant accessories, facilitate actions such as creating opportunities and quotes, initiating appraisals, booking test drives, and drafting emails.
Prepare Your Org: Before you get started with Agentforce Automotive Sales Concierge for Partners, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Subagent: Industries Sales Concierge: Sales representatives can use the Industries Sales Concierge subagent to search for products and parts with conversational queries, retrieve pricing, find relevant distributors, capture opportunities and quotes, initiate trade-in appraisals for existing assets, and summarize asset and customer details.
Agentforce for Inventory Management: Helps users efficiently monitor and manage inventory using natural language queries. It supports actions like finding products and vehicles, summarizing stock levels, and creating product requests. By mapping user input to relevant search criteria, the agent delivers accurate, contextual results. Whether it's about locating a specific product or part, checking stock levels, or an inventory manager creating a replenishment product request, the agent streamlines end-to-end inventory interactions for faster decision-making.
Subagent: Request Loan Payoff Statement: The Request Loan Payoff Statement subagent collects details such as the selected loan account, future payoff date, and delivery method. Confirms all details and creates a case to fulfill the request.
Subagent: Request Loan Payoff Statement Request: The Request Loan Payoff Statement subagent collects details such as the selected loan account, future payoff date, and delivery method. Confirms all details and creates a case to fulfill the request.
Set Up Einstein Generative AI for Automotive Cloud: Enhance your automotive operations with Einstein generative AI features that boost productivity, streamline daily tasks, and surface valuable insights into vehicles, customers, sales, and services. Built on the Salesforce platform, Einstein generative AI capabilities seamlessly connect you to large language models and bring scalable AI workflows across your business. The Einstein Trust Layer ensures the security of your business data while improving AI accuracy, allowing you to confidently use generative AI in Salesforce. The Einstein Summary component brings AI into your business workflows to deliver providing concise, actionable summaries of critical records, such as Vehicles and Assets.
Subagent: Automotive Payment Deferral: Customer support reps, account managers, and financial advisors can use the Automotive Payment Deferral subagent to defer recurring loan or lease payments on behalf of customers. Agentforce helps to capture the new terms for the loan or lease payments and check a customer’s eligibility for the deferral request. If eligible, a case is created for the request based on the new terms after the customer gives their consent.
Subagent: Automotive Payment Due Date Modification: Customer support reps, account managers, and financial advisors can use the Automotive Payment Due Date Modification subagent to modify the due date for recurring loan or lease payments on behalf of customers. Agentforce helps to capture the new terms for the loan or lease payments and check a customer’s eligibility for the due date modification request. If eligible, a case is created for the request based on the new terms after the customer gives their consent.
Prompt Templates for Automotive: Prompt Builder helps companies create contextually relevant, trusted content at scale to streamline workflows across your automotive business. Safely build, test, and fine-tune reusable prompt templates that securely connect your business data with large language models (LLMs). Automotive Cloud comes with a library of prompt templates that are grounded in your automotive CRM data.
Agentforce for Automotive Sales Concierge for Customers: Give logged-in customers a conversational way to search vehicles, request quotes, book test drives, and start trade-in appraisals on your Experience Cloud site. This Agentforce Service agent uses the Automotive Sales Concierge for CC Plus template and is available to authenticated Customer Community Plus users.
Clone and Update Sales Concierge Flows: Replace the service process ID and header image URL placeholders in the flows, and configure the case-creation email. The cloned Get Request Type flow overrides the original.
Install the Sales Concierge Service Process Template: Activate the service process template from Unified Catalog, then copy its Product2 record ID. You replace placeholders in the Sales Concierge flows with this ID.
Prepare Your Org: Provision the required licenses, turn on Automotive settings, and create the dealer, vehicle, and catalog records that the agent uses.
Deploy Automotive Sales Concierge for Partners to Experience Cloud Site: Make your Automotive Sales Concierge for Partners agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.
Subagent: Automotive Sales Concierge: The Automotive Sales Concierge agent subagent offers a centralized solution to craft a personalized purchase experience for every customer. Sales representatives in an automotive company can use the Automotive Sales Concierge subagent to summarize vehicle and customer details, search new vehicles and assets for sale, search for products and relevant accessories, search for dealers, capture opportunities and quotes, schedule test drives, and initiate trade-in appraisals. This subagent provides a conversational AI assistant, helping sales reps to interact with the system using natural language and perform complex sales tasks, all in one flow, significantly reducing manual effort and improving customer engagement.
Automotive Sales Concierge Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Subagent: Automotive Sales Concierge for Partners: Partner users can use the Automotive Sales Concierge for Partners subagent from an Experience Cloud site to search new vehicles for sale and related accessories, capture sales opportunities, create quotes, schedule test drives, initiate trade-in appraisals, and draft emails.
Automotive Sales Concierge for Partners Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Agentforce for Sales Planning: Helps your sales team plan more effectively and operate efficiently. The Sales Planning agent can answer questions about your sales agreements, generate performance summaries, and assist with related actions such as setting up visits or drafting emails. The agent can also perform bulk updates on sales agreements, and update records based on related data. In Program Based Business, use the agent to quickly convert the manufacturing program component forecast fact records to opportunities.
Subagent: Vehicle Service Estimation: Service representatives can use the Vehicle Service Estimation subagent to summarize vehicle performance and telemetry data, create quotes for vehicle services, and draft emails to customers.
Subagent: Vehicle Service Work Order Management: Service reps in an original equipment manufacturing company can use the Vehicle Service Work Order Management subagent to create work orders based on quotes selected by a user and draft emails to customers.
Considerations for Warranty Claims Adjudication: To use the Warranty Claims Adjudication agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Agentforce for Warranty Claims Adjudication: Help claim adjudicators process warranty claims faster and with more consistent decisions. The Warranty Claims Adjudication agent summarizes queue volume, ranks open claims, flags fraud risks, and drafts requests for information while adjudicators stay in control of every decision. This Agentforce Employee agent is built for claim adjudicators and warranty underwriters.
Prepare Your Org: Provision the required licenses, turn on warranty and generative AI settings, and create sample claims that adjudicators can work through.
Subagent: Automotive Warranty Claims Management: Service reps in an Automotive original equipment manufacturer (OEM) can use the Automotive Warranty Claims Management subagent to summarize submitted warranty claims, check the status of their claims, and validate the warranty information of their vehicles, assets, or parts. This subagent provides a conversational AI assistant, helping service reps to interact with the system using natural language and query information specific to the warranty lifecycle of products and parts, all in one flow.
Agentforce for Automotive Warranty Claims Assistance: Streamline the warranty life-cycle of vehicles, assets, or parts and help service reps gather information regarding warranties through AI-assistance. This agent helps to generate summaries of submitted warranty claims, check the status of claims, and validate the warranty information of their vehicles, assets, or parts. Service reps can also figure out warranty coverage for serializable and non-serializable parts as per requirements.
Automotive Warranty Claims Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Agentforce for Automotive Warranty Claims Assistance for Partners: Streamline the warranty life-cycle of vehicles, assets, or parts and help customers and partner users gather information regarding warranties through AI-assistance. This agent helps to generate summaries of submitted warranty claims, check the status of claims, and validate the warranty information of their vehicles, assets, or parts. Users can also figure out warranty coverage for serializable and non-serializable parts as per requirements.
Automotive Warranty Claims Assistance for Partners Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Deploy Automotive Warranty Claims Assistance for Partners to Experience Cloud Site: Make your Automotive Warranty Claims Assistance for Partners agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.
Prepare Your Org: Before you get started with Automotive Warranty Claims Assistance for Partners, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Prepare Your Org: Before you get started with Agentforce Automotive Warranty Claims Assistance, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Einstein Summary Setup in Automotive Cloud: The Einstein Summary component uses AI-driven prompt templates to deliver concise summaries on essential record pages in Automotive Cloud. With the Einstein Summary component, users get AI-generated summaries of records that distill extensive data into easily digestible insights.
Set Up Geo Countries for Automotive Cloud: Create Geo Country and Geo State records to model the countries and states where vehicles are registered or sold. Vehicle definitions are associated with geocountries because the make and model specifications can vary by country. Asset titles are associated to geo states because a vehicle is officially registered in a state.
Set Up Real-Time Status Check of Vehicles: Configure real-time telemetry for vehicles. You can get the status of a vehicle in real time via an external integration to the telematics system. On a Vehicle record page, add Flexcards that show vehicle health and performance metrics such as tire pressure, engine temperature, and airflow rate. Or use the Flexcard to represent the digital state of a physical vehicle by tracking metrics such as the battery charge level, latitude, longitude, ignition status, and air conditioner status.
Omnistudio Components For Vehicle Status: The Vehicle Status Panel uses multiple Omnistudio components that help users view telemetry metrics in real time on a Vehicle record.
Configure Flexcard on Vehicle Page to Get Real-Time Status and Diagnostics: Add the ConnectedServicesVehicleStatusParentCard Flexcard to a Vehicle record page. The Flexcard shows key metrics of a vehicle’s real-time state as shared by the telematics provider. Users can also refresh the data on demand right from the Flexcard.
Create a Named Credential To Get Vehicle Status: Turn on Automotive Cloud Integrations and use the predefined app and its named credential to connect your external telematics system to Salesforce. Use the app to get vehicle metrics and status in real time from the telematics provider via MuleSoft.
Create an Integration Definition To Get Vehicle Status: Create an integration definition by using a predefined Apex class to connect Automotive Cloud with an external telematics system via MuleSoft, and show real-time vehicle metrics to users. You can use this integration definition, or create your own. Depending on your choice of telematics provider and integration layer, you can create an integration definition with the required attributes.
Show Additional Vehicle Health Metrics on a Flexcard: The ConnectedServicesVehicleStatusParentCard Flexcard can show up to five metrics on a Vehicle record page but you can customize the Flexcard to show additional metrics.
Groups and Households in Automotive Cloud: Get a holistic view of your customers and the different groups and households they’re related to. As an automotive original equipment manufacturer (OEM) or dealer, you can use the information in groups and households to present personalized offers, messaging, and customer journeys. Dealers can improve lead conversion rates if they have information about the multiple households and groups that a prospect belongs to. For OEMs, it’s important to know how different relationships work between two accounts, two contacts, or between contacts related to multiple accounts. With Automotive Cloud, you can visualize complex relationships between multiple parties and tailor subscriptions, warranty terms, and services based on this information.
Create Account Account Relationships in Automotive Cloud: Define a relationship between two business accounts by using Account Account Relationship records. An automotive manufacturer or dealer must track the relationship between different types of accounts. For example, two households can be related if members of these households are in a marital relationship. Or, a bank can be related to a customer because the customer has taken a car loan from that bank. A service dealer account can be related to a housing community account, which in turn has multiple individual household accounts. Create account account relationships to relate parent and child accounts or peer accounts.
Create Account Contact Relationships in Automotive Cloud: Define relationships of people with multiple households or groups by using Account Contact Relationship records. An automotive manufacturer or dealer must track how the contact is related to each account. For example, a person belongs to two separate household business accounts because their parents are separated. Or, a financial consultant is a primary contact at a captive finance account where he’s an employee, and also a related contact for a household account who uses the services of the consultant. Create account contact relationships to relate a contact with multiple accounts.
Create Contact Contact Relationships in Automotive Cloud: Define a relationship between two contacts or two person accounts by using Contact Contact Relationship records. For example, multiple members of the same family can own vehicles. Or, a dealer representative at a spare parts service dealership can be the preferred rep for multiple person accounts who are customers. Create contact contact relationships to relate parent and child records or peer records.
Create Party Role Relationships in Automotive Cloud: Define the role of members in a household, a group, or between two participants who are related to each other by using Party Role Relationship records.. An automotive manufacturer or dealer must track different types of relationships that are important to their customers. Some relationships are reciprocal, such as parent-child relationships in a household, or the service provider and service benefactor relationship between a repair shop and the vehicle owner. Other relationships can be linear, such as the relationship between two person accounts who are members of the same co-operative living society and are neighbors.
Merge and Split Groups or Households in Automotive Cloud: Merge two party relationship groups so that members, related contacts, groups, and businesses from a secondary group are added to the primary group. For example, merge two dealer groups after an acquisition. Use the Split guided workflow to move members, related contacts, groups, and business accounts from a party relationship group to a new or an existing party relationship group. For example, split two households after a divorce ora separation.
Input Features to Get Lead Score Predictions: Select input features from a set of calculated values. Get the predicted opportunity score to identify high-potential leads by scoring factors related to leads.
Input Features to Get Opportunity Score Predictions: Select input features from a set of calculated values. Get the opportunity score to identify high-revenue opportunities by analyzing factors related to opportunities.
Use Automotive Cloud and Insurance with Digital Insurance 2.0: Enable both Automotive Cloud and Insurance with Digital Insurance 2.0 in a single org so that vehicle-centric and insurance-centric teams share a common foundation. Sell, service, and adjudicate Automotive insurance against the same Vehicle and Asset records that power your warranty and dealer workflows.
Configure Intelligent Document Reader for Automotive Cloud: Configure Intelligent Document Reader that uses Amazon Textract for optical character recognition. You can upload documents in the JPG, JPEG, PNG, or PDF format and create document type templates that determine the type of information that’s extracted from a file and the objects where the extracted information is stored. For example, you can upload a prospect’s driver license, create a document type template for identity documents, and map the extracted information to Lead records. Or, create a document type template for invoices, upload a warranty claim invoice, and verify the extracted data against Warranty Term records in your org.
Inventory Count in Automotive Cloud: Get an accurate, reliable picture of your vehicle spare part and accessory inventory, and compare your system and physical stocks easily by using Inventory Count. Inventory managers can schedule cycle and ad hoc counts for different inventory locations. They can specify products to be counted and assign inventory auditors to perform counts. Inventory auditors can efficiently capture count details at inventory locations by using the Salesforce Field Service app. Inventory managers can monitor count progress, count details captured by auditors, and other details.
Configure Dealer Product Search: Create a search criteria configuration to design the dealer product search experience for your users. You can define which fields users use as filter criteria and which fields they see for the search results.
Inventory Replenishment in Automotive Cloud: Avoid inventory stockouts and make your inventory processes more predictable by using Inventory Replenishment. Inventory managers and service managers can design replenishment policies to describe how products are restocked when they reach specified quantities, where they're restocked from, and by how much they're restocked. Reduce the need for manual inventory checks by periodically running a replenishment process to automatically replenish products based on their applicable inventory replenishment policies.
Vehicle Parts Search And Transfer in Automotive Cloud: Streamline inventory operations and fulfill customer demand by using Inventory Search and Transfer. Inventory and service managers can use inventory search to find and track spare parts, accessories, and other assets across locations based on their model year, manufacturer name, inventory location type, and other attributes.
Search for and Transfer Vehicles in Automotive Cloud: Search for vehicles based on different criteria such as model name, transmission type, brand, or fuel type. Limit or expand your search by specifying the maximum distance range from a relative location. After you get the relevant results, group and sort them to focus on the vehicles that match your requirements. Finally, trigger an action to quickly transfer multiple vehicles to a destination location.
Manage Products and Locations in Automotive Cloud: Track products at specific locations such as, manufacturing plants, warehouses, dealer lots, and dealer showrooms. Create locations, products, product items, and product transfers to track stock and movement of products between dealerships, or other inventories.
Capture Your Lead's Dates of Interest: Use the Earliest Interest Date and Latest Interest Date fields on the Lead object to capture the period during which a prospect is interested in a business transaction. For example, if a prospect expresses interest in buying a new car and some peripheral accessories, a dealer must know what’s the time frame during which they’re looking to buy the items. Accordingly, dealers can initiate communication to quickly qualify and convert the lead.
Create Lead Line Items: Relate multiple Lead Line Item records to a Lead record if a prospect is interested in multiple products, such as vehicles, parts, and accessories. If automotive dealers have information on the specific products and services that the leads are interested in, the dealers can focus on the products while engaging with the leads. And if you’re an automotive manufacturer, you must know the type of items a lead is interested in so that you can effectively match and distribute the leads to the right dealer groups.
Create Lead Preferred Sellers: Sometimes leads prefer to purchase from the most closely located dealer or a dealer that they previously negotiated with. And often, automotive companies use lead providers or digital marketing agencies to source high-quality leads. You can capture such key information by creating Lead Preferred Seller records and relating them with Lead records. A Lead Preferred Seller record forms two lead relations: relation of a dealer to a lead and relation of a lead provider to a lead.
Learn About Automotive Cloud: Understand roles and concepts related to Automotive Cloud. Relate features to your business requirements. Explore the Automotive Cloud data model that supports industry processes and practices.
Capture Granular Details About Automotive Leads: Capture all the information that leads—prospective customers—typically convey, such as the period during which they're interested in a business transaction, and the type of products and services they’re interested in. You can also capture the lead’s preferred dealers and the source that provided the lead. Leads can be sourced organically from a company’s website, from events and product launches, and via referrals. Leads can also be sourced from lead generation companies or digital marketing agencies who share high-quality leads with automotive companies. You can relate the lead provider account with a lead to understand the source of the lead. When a lead is converted into an opportunity, providing dealers visibility into the lead’s preferred products and sellers greatly enhances the sales process.
Manage Dealer Performance in Automotive Cloud: Use Automotive Cloud to improve operational efficiency and assess performance of dealer groups and subgroups for your company. Use CRM Analytics dashboards to get meaningful and actionable insights into inventory availability, sales metrics, agreement and target compliance, and lead conversion success rates. Follow up on tasks with dealer visits and check for compliance with key performance metrics. Simplify the process of submitting and approving vehicle sale reports and parts sale reports with rebate claims and transaction journals. Monitor dealer performance in real time with sales agreements and accurate forecasts.
Set Up Dynamic Assessments in Automotive Cloud: Streamline vehicle and asset service inspections by capturing information through dynamic assessment questionnaires under the Discovery Framework data model. Service inspectors can significantly boost the efficiency and accuracy of their assessments by using these questionnaires during on-site or virtual inspections. Use prebuilt questionnaire templates tailored to specific inspection types, such as pre-delivery vehicle, vehicle appraisal, vehicle service, and asset service inspections. Customize a sample inspection questionnaire based on your operational requirements and evaluate the cosmetic and mechanical conditions of a vehicle or an asset.
Manage Leads and Opportunities in Automotive Cloud: Automotive Cloud comes with enhanced lead management capabilities that original equipment manufacturers (OEMs) and dealers can use to capture comprehensive lead information. Capture the time frame during which the lead is interested in the transaction and the items that they’re interested in. You can also capture information about the account that provided the lead, and the lead’s preferred dealers. When the lead gets converted into an opportunity, the granular information is retained and available for dealers right through the lifecycle of an opportunity. The Leads tab on the Dealer Performance dashboard in the CRM Analytics app provides insight about lead conversion rates and lead pipeline by region and period.
Manage Opportunity Products and Preferred Sellers: When a Lead is converted into an Opportunity, the related Lead Line Item and Lead Preferred Seller records are also automatically converted into Opportunity Product and Opportunity Preferred Seller records. A dealer working on the opportunities can easily refer to the products that the lead is interested in, the type of transaction the lead wants, the dealers the lead prefers, and the source that provided the lead. Persisting lead information throughout the opportunity lifecycle ensures focused and effective engagement with the customers.
Manage Products in Automotive Cloud: Manage and track your entire product portfolio, including vehicle brands, parts, and accessories. Group products into catalogs, categories, and more. Then use product records to define the key specifications of each vehicle and part, and Vehicle Definition records to specify the make and model details of a vehicle. You can also create product bundles and map the products of your suppliers with the products that you sell. The Sales tab on the Original Equipment Manufacturer Performance dashboard in the CRM Analytics app provides insight about top-selling products and product sales by region and period.
Manage Stakeholders in Automotive Cloud: Assess and share comprehensive information about the people involved in the automotive lifecycle. Automotive Cloud makes it easy for original equipment manufacturers (OEMs) and dealer groups to represent all types of stakeholders and account structures. Capture information about business profiles, households, and organization structures of your dealer groups, customers, and suppliers. Associate multiple participants such as owners, drivers, dealers, and financiers with an asset, such as a car, an accessory, or a spare part. And with components such as relationship cards and relationship graphs, get quick access to all stakeholder details.
Manage Supplier Recovery in Automotive Cloud: Supplier recovery specialists at original equipment manufacturers (OEM) can recover the costs incurred due to defects or quality issues in the supplier's products. Create contracts with suppliers to capture information about the expenses to be covered. Keep the supplier recovery process transparent by clearly defining the recovery terms in the contract. Raise supplier recovery claims from existing warranty claims to mitigate finances from repairs done by dealers. Claim adjudicators on the suppliers' side can adjudicate claims from Automotive Experience Cloud sites. The supplier recovery process is typically the last step in the warranty management lifecycle.
Manage Vehicles and Assets in Automotive Cloud: Manage the lifecycle of assets and vehicle to effectively serve your customer needs. Use the vehicle console in Automotive Cloud and get information about vehicle details, stakeholder relationships, installed and compatible parts and accessories and asset relationships. You can also use the asset console to view warranties, claims, repair orders, and other activities. Understand how assets and vehicles are connected and learn how to promptly answer dealer and customer queries from the comprehensive vehicle and asset record pages.
Map Custom Fields for Lead and Opportunity Products and Preferred Sellers: Create custom fields on Lead Line Item and Lead Preferred Seller objects to suit your business requirements. Create similar custom fields on Opportunity Product and Opportunity Preferred Seller objects. Then, use the ObjectRelationshipHierarachy Metadata API to map the custom fields between the source and target objects. If the lead is converted to an opportunity, these custom field values are automatically populated when the Lead Line Item and Preferred Seller records convert to Opportunity Line Item and Preferred Seller records.
Strengthen Dealer Relationships with Improved Sales and Operations: Bring in operational efficiency with close collaboration between dealers and original equipment manufacturers (OEMs). Create targets for your users and distribute the targets based on the dealerships and products they’re responsible for. You can use volume-based sales agreements to closely monitor and compare the planned versus actual quantity and revenue of vehicles, parts, and accessories with different partners such as suppliers or dealers. You can prepare better with forecasts generated for each key dealer account based on metrics derived from orders, opportunities, and sales agreements. With manufacturing programs, you can collaborate with your component suppliers and engineering managers to plan the new variants and vehicle models and the parts and components required in the production.
Add and Edit Milestones on Vehicle: View and update asset-specific milestones on the Events and Milestones component on a Vehicle record. You can sort the milestones by time, filter milestones by time range, and create milestones without losing the context of the vehicle.
Sharing Settings for Automotive Cloud Objects: Review the organization-wide default sharing settings to understand the minimum level of access for each object in Automotive Cloud. You can extend the default level of access to your users, both internal and external. You can, of course, also use permission sets, sharing rules, role hierarchies, or Experience Cloud site sharing sets to fine-tune access beyond the organization-wide default options.
OmniStudio for Automotive Cloud: OmniStudio is a managed package of application components built on the Salesforce platform that you can download and install into Automotive Cloud. OmniStudio provides a suite of services, components, and tools that you can use to create applications and workflows using data from Automotive Cloud and from external sources.
Outcome Management in Automotive Cloud: Define, track, measure, and evaluate your company's strategies by using Outcome Management, an impact measurement tool. For example, automotive manufacturers can manage actionable outcomes for programs where they collaborate with suppliers on component production for vehicle model and variant introductions. Describe program and outcome indicators, such as sales quantities, market share percent, and expected profit percent, to make your activities more data-driven and actionable. Set time-bound targets and baseline values for indicator performance, and collect actual result values across specific time periods. Organize related outcomes to reflect high-level company strategies.
Configure and Customize Page Layouts for Automotive Cloud: Get the most out of Automotive Cloud with customized page layouts for Vehicle, Account, Lead, Opportunity and more. Add business-specific fields and related lists to Product, Business Profile, and Asset to help users capture key information. Create customized page layouts that help district managers and evaluation officers successfully carry out visits and audit tasks at dealer locations.
Vehicle Model Introductions with Program Based Business: Manage new programs or projects for your business and collaborate with your suppliers using program templates and component forecasts. With program-based business, you can share vehicle model and variant forecasts with suppliers who create component forecasts for the parts they supply. Engineering managers in your company can adjust the component forecasts and communicate part requirement changes to suppliers. With accurate component-level forecasting and enhanced collaboration, you can streamline the operations and reduce the time to market for newer vehicle models.
Permission Set Licenses for Automotive Cloud: Automotive Cloud users need permission set licenses to interact with settings, workflows, and features. See which permission set licenses apply to different groups of users. Understand what each permission set license offers. All core app users need the Automotive Foundation User permission set license at a minimum. Depending on the user role, determine which other permission set licenses to assign to users. To collaborate with external users, you also need the Experience Cloud permission set licenses.
Assign Permission Set Licenses to Automotive Cloud Users: Assign permission sets to manage users’ access to objects, fields, and the apps. With permission set licenses, you can give users access to features beyond those included in their basic user licenses. Permission sets only grant access, they can’t take it away. You can assign multiple permission sets to a user.
Preconfigured Omnistudio Components for Automotive Cloud: Some application interfaces and guided workflows in Automotive Cloud are built by using Omnistudio components. Omnistudio is a managed package and includes tools that you can use to create branded experiences and workflows. Download the latest version of the Omnistudio package and add the Omnistudio Designer license to your org so that you can use, customize, and extend these components.
Generate Prework Estimates and Create Orders in Automotive Cloud: When service technicians visit a dealer or partner site, they can use their Salesforce mobile app to generate quick estimates for products and services and create orders. The technician can search for products, specify the quantity, and labor and installation charges using the mobile app. Then, they can create an order with the line item details and email a PDF version to the dealership manager directly from the app.
Process Dealer Claims and Transaction Journals: Convert retail delivery reports into Transaction Journal records to consolidate the list of all vehicle, part, and accessory sales in your company. For each asset that a dealer sells, you can track key details about the transaction, such as the asset identifier, quantity, date of delivery, and other participating dealer accounts. These Transaction Journal records can power CRM Analytics to help you analyze dealer performance and retail sales. You can also initiate other business processes to determine the dealer’s eligibility for sale-based incentives. You can use Rebate Management to manage the end-to-end incentive lifecycle.
Customize the Product Page for Automotive Cloud: Capture key information about vehicles, parts, and accessories with Product records. Configure the Product page layout to capture both types of information, vehicle definitions and part definitions.
Product Bundles and Design Attributes in Automotive Cloud: Empower catalog management and product design teams at automotive companies to design and organize their product portfolio with versatility and ease using Product Catalog Management features. Product design teams define the key product attributes based on properties such as size, color, seasonality, customer profile, market segment, and more. They can also define the product hierarchy and design simple and bundled products. They also curate rules on product availability and qualification.
Add Components to Product Bundles in Automotive Cloud: Group multiple products into one sellable product bundle for the convenience of customers, product completion, or visualization. With Automotive Cloud, you can create product bundles that include a parent product and multiple child products. Typically, dealers and original equipment manufacturers (OEMs) sell certain accessories and parts along with a specific make and model of vehicle. For example, create a parent product Neo_Ionic_EV_CD4 and add one unit of Neo Car Power Roof Top Window and 5 units of Neo Engine Oil Turbo products as child products. The child products are Product Related Component records.
Create Product Related Materials in Automotive Cloud: An automotive company procures its parts and components from various suppliers, and maps these components to the specific vehicle variant product that they sell. If the same component is used in different car variants, the quantity requirements are different along with the lead time required to produce each component. The automotive company can maintain a bill of materials to track the list of components required to create a single vehicle. Use Product Related Material records to document these details.
Product Service Campaigns in Automotive Cloud: Service managers at automotive manufacturing companies can improve customer retention, ensure customer safety, and enhance service delivery by using product service campaigns. Address issues in a large number of products, such as vehicles in disrepair, defective vehicle parts, and assets eligible for upgrades. Service reps can monitor and track the necessary services, perform outreach activities, and make sure that all actions are completed.
Create Products for Parts and Accessories in Automotive Cloud: Use Product records to define the parts and accessories for a vehicle. With Automotive Cloud, you can track the key details of a part, such as the part's manufacturer part number, availability and discontinued dates, and other aspects.
Create Products for Vehicle Models in Automotive Cloud: Specify the make and model details of vehicles with Product records. Use Automotive Cloud to track the key details of a vehicle’s make, model, trim, version, and brand.
Program and Case Management in Automotive Cloud: Manage your company's programs, enhance service delivery, and process public complaints with purpose-built tools and automation workflows. Track your company's programs, such as dealer product trainings and supplier product trainings, and manage program participation and benefit disbursement by using Program Management. Process support referral requests and connect individuals with the relevant support services, such as Corporate Social Responsibility services, by using Case Referral Intake. Streamline how your company responds to public concerns, such as vehicle faults and customer service issues, by using Complaint Management and Incident Tracking.
Goodwill Repair: Dealers or original equipment manufacturers can use the Goodwill Repair service process to support customers who request repair assistance for their vehicles or assets. Through this process, dealers can select the customer's vehicle or asset, review existing warranty coverage, choose the relevant work order, and capture comments to support the goodwill request. A case is then created for the Warranty Administrator, who reviews the customer's claim history and past work orders, assessing the request in the context of the customer's service relationship and prior repair patterns. The Warranty Administrator decides whether a goodwill claim should be raised, determines the contribution percentages to apply to each line item, and records the reasoning behind those decisions. This ensures that goodwill is extended consistently and fairly, helping strengthen customer loyalty while maintaining clear governance over discretionary repair costs.
Customize the Goodwill Repair Flow for Dealers: For original equipment manufacturers (OEM), users are usually identified through Partner User records, where the Account is directly linked to the User profile. For dealerships, users are usually Standard Users. Since Standard User records don't natively link to a dealership Account, use the Branch Management data model to identify the dealership that the user represents. Update the Create Goodwill Repair Claim flow for enabling this.
Recall Inquiry: Check an asset's recall status and assist customers in locating authorized dealers for the next steps of service. View the list of assets with an open recall for an account. Select a product service campaign and a relevant preferred partner. A case is created post submission of the service process request and automatically fulfilled. An email is sent to the account with details of the authorized dealer that the customer can get in touch with to proceed with recall execution.
Manage Dealer Sales Reports and Claims: When a dealer sells a vehicle, the dealer reports the sale back to the Original Equipment Manufacturer (OEM) with a retail delivery report (RDR). OEMs use these reports to track the sale of each vehicle and key details, such as the participating customer account, type of sale, the delivery date, and the odometer reading at the time of delivery. With Automotive Cloud, you can track proof-of-sales records for each vehicle, part, or accessory that's sold by a dealership. Use Rebate Claims to report sale of vehicles. Use Transaction Journals to report sale of accessories.
Report Sales of Vehicles: Dealers can strengthen collaboration with original equipment manufacturers (OEMs) by creating granular retail delivery reports (RDRs) for vehicles. Create a Rebate Claim record to report a vehicle sale with key information, such as the odometer reading at the time of delivery, trade of parts between different dealers, and other details. Meet advanced business needs, such as rebate calculations and dealer performance analysis by converting rebate claims to Transaction Journal records.
Configure Record Alerts for Automotive Cloud: Help users take note of record changes with timely notifications. You can create record alerts manually in your org but it’s more likely that you create record alerts via integration techniques with external systems.
Find and Create Alerts on Vehicle Activities: Use record alerts on the Vehicle record page to preempt critical issues and warnings related to a vehicle. Service technicians and sales and service dealers can view alerts related to warranty expiration, scheduled maintenance and repairs, lease extensions, and more. If your company has integrated data from telematics and other connected vehicle systems, you can also surface data related to engine overheating, parts malfunctions, and other details on a Vehicle record.
How Assets and Vehicles Are Related in Automotive Cloud: An asset is either a physical item that you sell or it’s something that you install as part of another item. Each vehicle finally sold to a customer is an asset in Automotive Cloud. Likewise, all the parts and accessories that are finally installed in vehicles or sold as spares to customers are also assets. With asset-level information, original equipment manufacturers (OEMs) and dealers can get complete visibility into a vehicle, its associated parts, and accessories.
Get Stakeholder Information from Relationship Cards: Use relationship cards to view all stakeholders associated with a vehicle record. Based on how your admin has configured the relationship cards and the Vehicle page layout, you can see cards for each asset account participant and asset contact participant associated with a Vehicle record.
Remote Actions for Vehicles Solution: Explore features for setting up remote actions, such as the heating, ventilation, and air conditioning (HVAC) system, vehicle lock control, and sending real-time notifications, for connected vehicles with the Remote Actions for Vehicles solution bundle. This solution deploys preconfigured features and sample data so you can get hands-on experience with minimal manual setup.
Omnistudio Components for Remote Actions: The Remote Vehicle Door Lock and Unlock service process uses multiple Omnistudio components that help users remotely lock or unlock doors from a Vehicle record page.
Set Up Vehicle Door Lock and Unlock Remote Action: Configure a remote action for locking and unlocking vehicle doors. Modify Omnistudio components, set up an integration definition, create a service process definition, and create an action deployment so that service agents can perform the remote action from a Vehicle record page.
Clone and Activate the Flow Orchestration for Remote Vehicle Action: Clone the Run Remote Action for Service Catalog Item flow orchestration template and specify the service process definition record ID and the integration definition name. Activate and run the cloned flow to execute asynchronous calls to the external telematics system for remote action and update the related case based on the call’s response.
Create a Named Credential for Remote Vehicle Action: Turn on Automotive Cloud Integrations and use the predefined app and its named credential to connect your external telematics system to Salesforce. Use the app to get the current status of vehicle doors and remotely change the statuses of the doors via MuleSoft.
Create a Service Process Definition for Remote Vehicle Action: Create a service process for remote vehicle actions from a template. Service agents can launch a service process from the Action Launcher on a Vehicle record page to lock or unlock the doors of a vehicle.
Create an Action Deployment for Remote Vehicle Action: To give your users quick access to the Remote Door Lock and Unlock Omniscript, create an action launcher deployment that uses the service process template. If you have an existing action launcher deployment, add the Remote Door Lock and Unlock Omniscript to it.
Create an Integration Definition for Remote Vehicle Action: To connect Automotive Cloud with an external telematics system via MuleSoft, and perform remote actions, create an integration definition by using a predefined Apex class. You can use this integration definition, or create your own. Depending on your choice of telematics provider and integration layer, you can create an integration definition with the required attributes.
Customize the Case Page Layout for Remote Vehicle Action: Add the Case Details component to a Case record page. When the user sends a request for remote action, a case is automatically created. The case status and description is automatically updated after the call is executed. The service representative can track the case to check whether the call was successful. The Case Details component shows the sections and data attributes that you configured for the Remote Door Lock And Unlock service process in Service Process Studio.
Omnistudio Components for Remote Vehicle Notifications: The Remote Vehicle Notifications and Alerts service process uses multiple Omnistudio components that help users remotely send notifications from a Vehicle record page.
Setup for Remote Vehicle Notifications: Configure remote notifications for drivers or vehicle human machine interfaces (HMIs). Modify Omnistudio components, set up an integration definition, create a service process definition, and create an action deployment so that service agents can send remote notifications from a Vehicle record page.
Clone and Activate the Flow Orchestration for Remote Vehicle Notification: Clone the Run Remote Action for Service Catalog Item flow orchestration template, and specify the service process definition record ID and the integration definition name. Activate and run the cloned flow to execute asynchronous calls to the external telematics system for remote notifications and update the related case based on the call’s response.
Create a Named Credential for Remote Vehicle Notification: Turn on Automotive Cloud Integrations and use the predefined app and its named credential to connect your external telematics system to Salesforce. Use the app to send notifications related to Salesforce records to a driver remotely via MuleSoft.
Create a Service Process Definition for Remote Vehicle Notification: Create a service process for remote vehicle notifications from a template. Service agents can launch a service process from the Action Launcher on a Vehicle record page to send a notification to a driver.
Create an Action Deployment for Remote Vehicle Notification: Create an action launcher deployment that uses the service process template to give your users quick access to the Remote Notifications and Alerts Omniscript. If you have an existing action launcher deployment, add the Remote Notifications and Alerts Omniscript to it.
Create an Integration Definition for Remote Vehicle Notification: Create an integration definition by using a predefined Apex class that you can use to connect Automotive Cloud with an external telematics system via MuleSoft, and send notifications to the driver remotely. You can use this integration definition, or create your own. Depending on your choice of telematics provider and integration layer, you can create an integration definition with the required attributes.
Customize the Case Page Layout for Remote Vehicle Notification: Add the Case Details component to a Case record page. When the user sends a request for remote notification, a case is automatically created. The case status and description is automatically updated after the call is executed. The service representative can track the case to check whether the call was successful. The Case Details component shows the sections and data attributes that you configured for the Remote Notifications and Alerts service process in Service Process Studio.
Add Assessments to a Repossession: Capture the legal, financial, and title checks a Repossession needs before manager approval, applied to the whole Repossession or to specific vehicles.
Add the Assessments Component to the Repossession Record Page: Give specialists the panel where they add and complete pre-repossession assessments, and point it at the assessment templates that apply to the whole Repossession and to each vehicle.
Add Recovery Costs to a Repossession Item: Capture what it costs to recover a vehicle, itemized by allocation, so the total shows on the repossession item's Collateral tab.
Add a Timeline to a Repossession Record Page: Add the matching timeline configuration to each record page. The Repossession timeline and the Repossession Item timeline show different information.
Configure Repossession Notice Rules: Define your organization's notice requirements as rows in the Repossession Notice Rule Eligibility decision table so the compliance framework can determine which notices a repossession requires.
Explore Repossession Management Features: Discover the Repossession Management features that guide specialists from delinquency monitoring through recovery-agency assignment.
Repossession Management in Automotive Cloud: Manage the full vehicle repossession lifecycle in Automotive Cloud, from monitoring delinquency through recovery-agency assignment, in one guided, compliant experience.
Permissions for Repossession Management: Assign the Industries Repossession Management permission set to every user for baseline access, then clone it and enable a system permission for each repossession persona.
Prepare Pre-Repossession Records in Automotive Cloud: Gather the compliance notices, appraisal, collateral and title, cost, and assessment details that a specialist needs to decide whether to pursue recovery and ready a case for manager review.
Review and Approve Repossession Requests in Automotive Cloud: A manager evaluates the completed assessment responses and decides whether a case can proceed. Rejected responses return to the specialist for rework; accepted ones move to active recovery.
Set Up Repossession Management: Complete these setup tasks in order before specialists work Repossession records. Turn on the feature, assign permission sets, and configure the decision table, milestones, and record pages.
Repossession and Repossession Item Timelines in Automotive Cloud: Automotive Cloud ships two timeline configurations that show different information. Use the Repossession timeline on the Repossession record page and the Repossession Item timeline on the Repossession Item record page.
Vehicle Appraisal for Repossession in Automotive Cloud: Determine the current market value of a vehicle being considered for recovery with a guided valuation wizard. Specialists can then decide whether pursuing recovery is economically viable.
Key Roles and Responsibilities in Automotive Cloud: Learn about the different user personas in a typical Automotive Cloud implementation. Use standard and custom permission sets to customize Automotive Cloud for your users’ needs.
Dealer Compliance with Sales Agreements: Dealer volume agreements bring predictability to the run-rate business between original equipment manufacturers (OEMs) and dealers. Both parties can define, plan, and monitor agreements that capture pricing, quantity, and planned revenue information for vehicles and parts sales. After an agreement is activated, automatically track the performance of the agreement based on the orders placed against the agreement. You can get real-time visibility into performance and compliance of dealers with volume-based agreement performance.
Prebuilt Apps for Automotive Cloud: Implement custom business use cases by using the prebuilt apps for Automotive Cloud. Prebuilt apps include metadata, tools, and workflows for nuanced, process-specific needs. Explore the prebuilt apps in the Automotive Cloud learning trial org. You can also deploy and use the prebuilt apps in your sandbox or production org.
Sample Management in Automotive Cloud: Sample Management provides a centralized framework to automate the end-to-end lifecycle of product sampling, from the initial customer request to final evaluation.
Assign Skills to Work Types and Service Resources in Automotive Cloud: A service territory can have multiple service resources assigned to it, which includes sales reps, service technicians, and service agents. The territory also has multiple work types associated with it such as general vehicle checkup, body and paint work, test drive assistance, and engine repairs. Assign skills to service resources to indicate their areas of expertise, and assign skills to work types to define the type of expertise required to perform the job. The scheduling flow in Automotive Cloud matches the skills of available service resources in a territory to the skills required for the selected work type to help users make the right choice.
Associate Business Profiles with Service Territories in Automotive Cloud: Link a dealer’s business profile to a service territory so that you can track the dealer’s location. The scheduling flow in Automotive Cloud identifies the business profile related to a dealer account when a user from that dealership schedules a test drive or a vehicle service appointment from the Experience Cloud site. Depending on the dealer’s service territory related to their business profile, the scheduling flow automatically detects the dealer’s location and shows only the relevant resources and time slots for that territory.
Predefined Omnistudio Data Mappers for Automotive Scheduler: Omnistudio Data Mapper is a mapping tool that enables you to extract, transform, and load Salesforce data for use in an Omniscript. Both the guided flows for scheduling test drive and vehicle service appointments include multiple data mappers. The data mappers read data from objects, captures new and changed data based on a user’s selections, and writes back transformed data to the flexcards, integration procedures, and omniscripts. Customize the predefined data mappers if you want to modify the input parameters for the JSON output during Extract and Transform, or if you want to modify the JSON output field mappings during Load.
Schedule Test Drives for Your Prospects as a Partner User: As a partner user, you can schedule test drive appointments for prospects such as leads and opportunities from an Experience Cloud site. Test drive appointments help you qualify leads quicker, and convert the opportunities into new forms of revenue. You can schedule a test drive appointment using the OmniScript-based guided flow that automatically detects your partner location based on the service territory linked to the account’s business profile. The wizard also identifies the unique test drive work type group associated with the service territory and filters the list of available service resources and time slots. You can then select the test drive vehicle, service representative, and time slot based on the prospect’s preferences.
Predefined FlexCards for Automotive Scheduler: A flexcard displays information in an OmniScript-based flow and helps users perform certain actions on screen. The guided flows for scheduling test drive and vehicle service appointments include multiple flexcards that determine the look and feel of the steps in the flow. Customize the predefined flexcards if you want to modify the type of information displayed to the user and the general formatting of the content.
Set Up Holidays for Service Territories in Automotive Cloud: Create holidays to represent days during which a service territory is non-operational. For example, all dealer showrooms and service centers in United States are closed on July 4. Territory managers can link this holiday to all applicable service territories so that they can avoid bookings for test drives and vehicle services on this day. You can create both planned and unplanned holidays.
Predefined Integration Procedures for Automotive Scheduler: An integration procedure helps you save, retrieve, and manipulate data for use in an OmniScript. Both the guided flows for scheduling test drive and vehicle service appointments include multiple integration procedures. The integration procedures process data from multiple sources, and uses multiple dataraptors to send the transformed data to the Salesforce Scheduler APIs. Customize the predefined integration procedures if you want to modify the type of data you’re sending to the APIs.
Create a Named Credential for Automotive Scheduler: A named credential specifies the authentication parameters and the URL of a callout endpoint in one definition. Create a named credential for all users who create appointments so that they’re automatically authenticated by the application. The Created By field on a service appointment record displays their name. The OmniScript-based appointment flows use the named credential as an input parameter in the integration procedures to identify the user who initiates the appointment.
Assign Object Permissions for Automotive Scheduler Users: Assign permissions to your internal users, partners, and customers so that they can schedule appointments for test drives and vehicle services. You must also set up the required level of access for specific objects so that users can work on appointments.
Predefined OmniScripts for Automotive Scheduler: An omniscript is a guided flow that helps users complete a complex business process in few simple steps. Both the guided flows for scheduling test drive and vehicle service appointments are built using omniscripts. These omniscripts also include two reusable omniscripts that help users select a dealer location and an appointment time slot. Customize the four predefined omniscripts if you want to modify the scheduling logic, the validations, or the look and feel of the guided flows.
Manage Test Drive Appointments in Automotive Cloud: Improve your lead qualification and opportunity conversion rates by scheduling test drive appointments based on a potential customer’s preferences. Whether you’re a sales agent at an automotive original equipment manufacturing company, or a sales representative at a dealership managing customer bookings, you can manage a test drive appointment for your customers. Select the type of vehicle that they’re interested in, an available service rep facilitating the appointment, and a time slot that works for both the customer and the service rep.
Manage Vehicle Service Appointments in Automotive Cloud: Vehicles require timely maintenance and periodic checkups for a variety of services and repairs and vehicle service is a primary contributor for effective post-sales experience. As a service agent at a dealership, or a service agent for an original equipment manufacturer, or a customer, you can schedule vehicle service appointments. Use a simple guided flow to select the type of service, a technician, the location of the service center, and the preferred time slot for an appointment.
Create Custom Permission Sets for Automotive Scheduler: Create a custom permission set for service technicians and service agents so that they can be selected as service resources for an appointment. Create another custom permission set for external users to provide access to OmniScripts, DataRaptors, and FlexCards so that they can schedule appointments from an Experience Cloud site.
Do More Using Salesforce Scheduler Features in Automotive Cloud: Extend the capabilities of Salesforce Scheduler in Automotive Cloud beyond the predefined appointment flows for test drives and vehicle services. You can implement additional capabilities of Salesforce Scheduler for your company as per your requirements. Configure and customize Salesforce Scheduler processes, objects, and APIs to make it work seamlessly with Automotive Cloud.
Schedule Test Drives for Your Prospects as an Internal User: As a sales agent or customer service agent for an original equipment manufacturer, you can schedule test drive appointments for prospects such as leads and opportunities. Test drive appointments help you convert potential customers into guaranteed customers with a higher rate of success. You can schedule a test drive appointment using the OmniScript-based guided flow that automatically identifies the test drive work type group associated with the selected dealer’s service territory. You can then select the test drive vehicle, service representative, and time slot based on the prospect’s preferences.
Create a Search Action Configuration for Vehicle Inventory: Create an action configuration to define the types of actions users can take on search results. When users search for vehicles, they can also select multiple search results and transfer the vehicles to a destination location of their choice. For this, create a Lightning Web Component action for Vehicle Transfer and add it to the search criteria configuration.
Set Up Vehicle Inventory Search in Automotive Cloud: Set up Criteria-Based Search and Filter features in Automotive Cloud to help users search and filter vehicle inventory data. Design your own search experience by using the Vehicle Searchable Field object that combine fields from multiple objects to create a searchable inventory data set. Decide which fields to use as query criteria, which fields to use for result display, and which fields to use to sort and aggregate the results. Users can quickly view the inventory at each location and based on the results, they can transfer vehicles to the desired location to meet customer demands. Or, create a search configuration based on the Vehicle object directly so that users can quickly search for relevant Vehicle records.
Set Up Vehicle Definition Search in Automotive Cloud: Set up Criteria-Based Search and Filter features in Automotive Cloud to help users search and filter vehicle definition data. Design your own search experience by using the Vehicle Definition Searchable Field object that combine fields from multiple objects to create a searchable inventory data set. Decide which fields to use as query criteria, which fields to use for result display, and which fields to use to sort and aggregate the results.
Set Up Records for Vehicle Inventory Search: To ensure a seamless vehicle inventory search experience for sales managers, inventory managers, and operation managers, make sure you set up the relevant data. For the user to see the relevant search results, records must be available in the source objects from where data is transformed and stored in the Vehicle Searchable Field object.
Get Visibility Into Your Vehicle Inventory in Automotive Cloud: Use the search and filter capability to track aging inventory, find vehicles that need attention, and view the product mix at different inventory locations. Search for vehicles by using fields from multiple objects. Select the search criteria and filter the results based on attributes such as brand name, color, vehicle model, transmission type, or other fields. Sort and aggregate the results, and click hyperlinks to view records and assess further details. Select multiple search records and transfer the required vehicles to a destination location to fulfill customer demands.
Transfer Vehicles to a Dealership to Meet Customer Demand: Sometimes customers request a specific vehicle model at the dealer location nearest to them but the location doesn’t have adequate inventory on hand. You can quickly search for vehicles that meet the customer’s specification within a specified distance range to see which location can fulfill the demand. After analyzing the results, you can transfer the inventory. This example shows how an inventory manager can search for vehicles and transfer them using the Vehicle Inventory Search framework in Automotive Cloud.
Run the Data Processing Engine for Vehicle Inventory Search At Regular Intervals: Update records for vehicle inventory search at periodic intervals so that users can always find the most current data when they search for vehicles across locations. After you create a Data Processing Engine (DPE) definition using the Update Vehicle Searchable Field Values template, you can run the definition directly from the builder, or through a scheduled flow.
Explore Omnistudio Components for Vehicle Inventory Search: Use the card-based format in the Criteria-Based Search and Filter component to view vehicle search results in a simplified manner. Access search results faster through a display of relevant vehicle attributes on separate cards instead of a table.
Add the Criteria-Based Search and Filter Component to Screen Flows: Embed the Criteria-Based Search and Filter component into guided Screen Flow processes. Users can search and filter records mid-flow, select one or more results, and pass the selected record IDs to subsequent flow steps for downstream processing, record creation, or automation.
Add the Criteria-Based Search and Filter Component to the Automotive App: Add the Criteria-Based Search and Filter component to the Automotive app. Inventory managers, sales managers, and other users can quickly search and filter the vehicle inventory data. The component lets users search vehicle inventory by multiple criteria, view and aggregate the results, and then take actions on the results such as transferring vehicles to a destination location.
Clone and Activate the Data Processing Engine for Vehicle Inventory Search: Use a Data Processing Engine definition to transform data from multiple objects and fields into a single source of truth for vehicle inventory search. The Update Vehicle Searchable Field Values (DPE) template combines fields from multiple objects and applies filters, formulas, and aggregation logic to write back data into the Vehicle Searchable Field object. Clone the DPE template to create your own copy and add it to the searchable object configuration for Vehicle Searchable Field.
Create a Searchable Object Configuration for Vehicle Definition Search: To define how data is updated in the Vehicle Definition Searchable Field object, which is used as the basis of vehicle definition search, create a searchable object configuration. To create and update Vehicle Definition Searchable Field records, select the Data Processing Engine definition that transforms data from multiple source objects.
Create a Searchable Object Configuration for Vehicle Inventory: To define how data is updated in the Vehicle Searchable Field object, which is used as the basis of vehicle inventory search, create a searchable object configuration. To create and update Vehicle Searchable Field records, select the Data Processing Engine definition that transforms data from multiple source objects. If you use Vehicle as the searchable object, you don’t need to use a Data Processing Engine definition to transform data.
Create a Search Criteria Configuration for Vehicle Inventory: Create a search criteria configuration to design the vehicle inventory search experience for your users. You can define which fields users use as filter criteria and which fields they see for the search results. You can also select which fields the users can use to sort and aggregate the results. Finally, you can select which actions the user can take on the search records and define the location parameters.
Create a Search Criteria Configuration for Vehicle Definition Search: Create a search criteria configuration to design the vehicle definition search experience for your users. You can define which fields users use as filter criteria and which fields they see for the search results. You can also select which fields the users can use to sort and aggregate the results. Finally, you can select which actions the user can take on the search records and define the location parameters.
Create Hyperlinks for Search Result Fields in Automotive Cloud: Simplify the vehicle inventory search experience for your users by creating hyperlinks for record names displayed in search results. Map text-type fields on the Vehicle Searchable Field object to lookup-type fields that are derived from various source obects. The record names in the search results are converted from plain text to hyperlinks because the ID fields help identify a record in your org. Users can click the hyperlink for a record name in the search results to navigate to the record pages for vehicle, location, or product.
Create Picklists for Search Criteria Fields in Automotive Cloud: Simplify the vehicle inventory search experience for your users by creating picklists for the search criteria fields. Select picklist-type fields on source objects such as Vehicle, Vehicle Definition, Product, or Location, and map them to similar text-type fields on the Vehicle Searchable Field object. Users don’t need to know the exact value for a search criteria field and type in a value. They can simply select a predefined picklist value for the mapped fields and refine their search results.
Manage Vehicles and Dealers in Automotive Cloud: Plan better for replacements and replenishments of your vehicle inventory. With Automotive Cloud, you can track both vehicles and parts at different locations and also monitor product transfers and requests. And with the Vehicle Inventory Search framework, you can search for vehicles across multiple locations and transfer the desired vehicles to meet customer demand. Quickly search for and filter the dealers and distributors available for a product.
How Does Vehicle Inventory Search Work in Automotive Cloud: Powered by the Automotive Cloud data model, the vehicle inventory search framework helps your users find vehicles and plan inventory better. Users can search based on criteria such as location, model, distance range, fuel type, transmission type, color, and more. By analyzing the results, users can get visibility into their dealer’s inventory.
Take a Tour of the Service Console for Automotive: Customer service representatives (CSRs) can orchestrate every step of the service journey for dealers and end-customers with a unified console. CSRs can use Service Console for Automotive to get a 360-degree view of their customers without opening multiple applications and to multitask without losing the context of the interaction. They can also track previous conversations on a timeline, inspect related Vehicle, Order, and Case records, and initiate actions, such as booking a test drive or scheduling a dealer visit.
Work with the Service Console Components in Automotive Cloud: Original equipment manufacturers (OEMs) can create a seamless, relationship-centric service experience for dealers and end-customers with Service Excellence components. Use Service Excellence components in Automotive Cloud to verify the identity of customers or their authorized representatives, view customer-related activity on a timeline, get alerted about critical record changes, and execute service actions quickly.
Deliver Proactive Service in Automotive Cloud: Automotive Cloud helps original equipment manufacturers (OEMs) nurture long-term relationships with stakeholders, and grow customer and dealer loyalty and lifetime value. Use Service Console for Automotive to deliver meaningful, intelligent, and personalized service interactions from a single page. Enhance the productivity of customer service representatives and service agents, and enable them to deliver excellent service with Service Excellence components.
Configure Service Process Studio in Automotive Cloud: Use Service Process Studio to create a process for your customer service operations. Customer service representative (CSRs) can launch a service process to work on customer service operations through their entire lifecycle, from request intake to fulfillment.
Resolve Automotive Customer and Dealer Requests With Action Launcher: Customer service representatives can use Action Launcher to find and launch the relevant service actions. Execute actions to resolve dealer and end-customer requests, such as requests to book test drive, provide roadside assistance, and schedule a service appointment. You can configure actions using Salesforce Flow, OmniScripts, or quick actions as per your business use.
Set Up the Actionable Relationship Center for Automotive Cloud: Create Actionable Relationship Center (ARC) relationship graphs to show information on a specific object from related records on an interactive visual map. Design the graphs in Setup and to form relationships between parent and child objects, peer objects, and related objects for the parent object. Use Lightning App Builder to add the graphs to pages such as Account or Vehicle.
Protect Information of Automotive Customers and Dealers With Audit Trail: Use Audit Trail to examine customer identity verifications logs, identify possible cases of identity fraud, and meet audit compliance standards. Customer identity verification records are created when a customer service representative uses an Identity Verification flow to verify a dealer or an end-customer. Use Audit Trail to inspect these records.
Set Up and Configure Automotive Cloud: Set up features and review permission set licenses for Automotive Cloud. Create user profiles and assign the required permission sets to user groups. Customize page layouts to give your users a streamlined view of all vehicles, customers, and stakeholders. Configure vehicle inventory search, appointment scheduling, and the service console. Collaborate with partners and customers with extensible Experience Cloud portals. Set up additional tools, components, and Analytics to scale up and enhance your business.
Set Up Connected Services for Vehicles in Automotive Cloud: Enable connected services and related features for vehicles in Automotive Cloud, and assign the required permissions to users. Work with your integrations team to connect your telematics provider with Automotive Cloud via MuleSoft or any other service of your choice. Get access to usage-based entitlements for each connected vehicle. Set up actionable event orchestration, remote actions, remote notifications, and vehicle status diagnosis. Create and use telemetry definitions and telemetry action definitions to perform remote operations for a large number of configurations. Set up eligibility rules for service processes to control which users can perform an action.
Set Up Data Cloud for Automotive Cloud: Set up Data Cloud for your automotive business and configure settings that help users work with the Automotive data kit.
Configure Events and Milestones for Automotive Cloud: The Events and Milestones component shows information about financial account milestones, asset milestones, life events, or business milestones for a Financial Account, Vehicle, Contact, or Account record respectively. Use the captured information to initiate follow-up actions, business processes, and reports.
Set Up Experience Cloud Sites for Automotive: Collaborate with partners and customers using Experience Cloud for Automotive. Create partner or customer user profiles and users, use the Automotive template to create a site, and customize the site to show relevant information to external users. You can also control access on the objects and records that you share with external users. To plan your implementation, review the required user licenses and permission set licenses.
Set Up Additional Features in Automotive Cloud: Automotive Cloud includes features to help you extend your business operations and scale up your operations. Some features are configured in Setup, others in the app, and some require integration with external systems. Make the most of features like Events and Milestones, Timeline, Actionable Relationship Center, Interest Tags, Relationship Cards, and Record Alerts to enhance your automotive business. Implement the features you need based on your business requirements.
Verify the Identity of Your Automotive Customers and Dealers: Use Identity Verification to protect the personally identifiable information (PII) and other sensitive information of dealers and end-customers and prevent the unauthorized use of such information. Customer service representatives can use Identity Verification flows to verify the identity of a customer or their authorized representative with preset verification questions. You can choose which details a person must provide to prove their identity, such as social security number, birth date, email, or phone number.
Create or Update Event and Milestone Types in Automotive Cloud: Add event types or milestone types for person life events, business milestones, financial account milestones, and asset milestones if the default types don't meet your business needs. You can deactivate the values that you don't need.
Stay on Top of Changes Related to Your Automotive Records: Record Alerts help customer service representatives (CSRs) view actionable, relevant alerts for changes to the records of dealers and end-customers. For example, get alerts regarding the expiration of an engine insurance, an upcoming service appointment, a pending periodic maintenance, and more.
Set Up Record Alerts for Automotive Cloud: Configure record alerts with different severity types so that users can focus their attention on urgent records. Optionally, customize the Omnistudio FlexCards and the Omnistudio Integration Procedures components.
Relationship Cards in Automotive Cloud: Create a relationship card, specify where you want the cards to appear, and then connect the cards to the objects that the cards are to draw information from. Then, choose the information you want the cards to display.
Configure Relationship Cards for Automotive Cloud: Use Relationship Cards to show key information about stakeholders related to a vehicle’s lifecycle. After identifying the information that your users refer to, use the card setup flow to configure the relationship cards, and then add the cards to the desired page layouts.
Set Up the Service Console for Automotive Cloud: Customer service representatives can use Service Console for Automotive to get a holistic picture of customers and their activities, effectively address customer requests, and earn their trust. Refine each step of the service journey to perfection with Service Excellence components: Identity Verification, Timeline, Record Alerts, Action Launcher, and Audit Trail.
Service Console Components in Automotive Cloud: The Service Console for Automotive comes preconfigured with the following Service Excellence components: Identity Verification, Timeline, and Record Alerts. Service Excellence components help original equipment manufacturers (OEMs) and dealer groups fine-tune every aspect of the automotive service experience and help customer service representatives (CSRs) proactively resolve queries. Service Excellence components can also be used outside the console such as a timeline on Vehicle page.
Track Activities of Automotive Customers and Dealers on a Timeline: Customer service representatives (CSRs) can view the activities related to a dealer or end customer, consolidated on a chronological, intuitive, and visual timeline. For example, when a customer enquires about an old case, the CSR can check the previous cases related to the customer on a timeline and understand the customer’s query better.
Set Up Users and Permissions for Automotive Cloud: Learn about the provided permission set licenses for Automotive Cloud. Create user profiles and user records, then assign permission sets to users.
Manage Dealer Visits with Default Page Layouts: Automotive Cloud has separate Visit and Task record page layouts for sales managers and evaluation officers. With components designed for both scheduling and executing visits, desktop and mobile users can focus on the information they need for their jobs. District and territory sales managers can schedule visits and assign tasks to field reps and evaluation officers who capture metrics against target key performance indicators during a visit.
Configure General Settings for Automotive Cloud: Enable Automotive Cloud features and configure the security settings and permissions for internal and external users who use Automotive Cloud. Grant users access to the features by assigning them permission set licenses. Create profiles to define how users access objects and data, and what they can do within the application. Establish the baseline level of access for each object by setting up organization-wide defaults and extend access beyond the baseline level by configuring role hierarchies, sharing rules, and other sharing mechanisms. Configure and customize page layouts to help different user groups make the most of their experience in Automotive Cloud.
Automotive Finance: Set up and configure service processes by using Unified Catalog or Service Process Studio for Automotive finance operations, promoting customer visibility and reducing turnaround time.
Automotive Foundation: Set up and configure service processes by using Unified Catalog for Automotive business operations with dealers and original equipment manufacturers, improving service quality, customer experience and turnaround time.
Unified Catalog User Permissions: Review the required permissions for setting up Automotive finance service processes in the Unified Catalog and learn how to assign them based on user roles.
Set Up Service Processes: Service Process Automation streamlines and automates your service operations. Design case-driven service processes from request intake to fulfillment by using either the Unified Catalog or Service Process Studio. Both the frameworks use Omniscripts to capture request details across assisted and self-service channels. They also use prebuilt flows to automate fulfillment steps and record updates.
Address Update: Keep customers' address information updated on behalf of them to ensure timely and accurate updates related to loans and leases.
Address Update: Keep customers' address information updated on behalf of them to ensure timely and accurate updates related to loans and leases.
Fee Reversal: Reverse any charges that are incorrectly placed on loan or lease accounts on behalf of customers.
Fee Reversal: Reverse any charges that are incorrectly placed on loan or lease accounts on behalf of customers.
Request Loan Payoff: Simplify the loan payoff process for customers by helping them get clear, timely information on their loan balance and payment details.
Request Loan Payoff Statement: Simplify the loan payoff process for customers by helping them get clear, timely information on their loan balance and payment details.
Request Statement Copies: Help customers request statement copies for their financial accounts. They can choose to receive their statement copies to a preferred address either via email or post.
Request Statement Copies: Help customers request statement copies for their financial accounts. They can choose to receive their statement copies to a preferred address either via email or post.
Update Email or Phone: Keep your address information updated to ensure timely and accurate updates related to loans and leases.
Update Email or Phone: Keep your address information updated to ensure timely and accurate updates related to loans and leases.
Set Up Lease Extension Service Process for External Users: Set up the Lease Extension service process for the customer community plus users. Create a user profile, assign the required permissions and set up the Experience Cloud site.
Lease Extension: Streamline the intake and fulfillment of lease extension requests for Automotive leases by using a prebuilt service process. Service reps can initiate a service process request on behalf of customers by using the Lease Extension template from Unified Catalog. Add a reason for the extension of a customer’s lease, select a new duration, provide insurance details, and upload supporting documents for the lease extension request. Once a request is submitted, the uploaded documents are either approved or rejected for the lease extension. Customers can reupload rejected documents based on the rejection reason provided.
Unified Catalog: Centralize product and service data by using catalogs and categories. Set up Automotive finance service processes using prebuilt templates and efficiently use Omniscript-based guided flows and intake forms to keep your financial data updated. Service reps can reduce turnaround time and personalize experiences for customers using this feature.
Payment Deferral: Defer recurring loan or lease payments on behalf of customers by creating a service process request using Unified Catalog. Capture the new terms for loan or lease payments and check a customer’s eligibility for the deferral request. If eligible, create and track a case for the request.
Payment Due Date Modification: Modify the due date for recurring loan or lease payments on behalf of customers by creating a service process request using Unified Catalog. Capture the new terms for loan or lease payments and check a customer’s eligibility for the due date modification request. If eligible, create and track a case for the request.
Transaction Dispute for Automotive Loans and Leases: Manage over-payments, duplicate charges, and other transaction-related issues by using the Transaction Dispute prebuilt service process. Service reps at captive finance companies can provide a smooth customer experience and resolve disputes quickly on behalf of customers. Fetch financial data, capture the required list of transactions, and categorize disputes based on predefined reasons. Upload supporting documentation and complete required assessment questionnaires in the same flow to ensure faster resolution.
Discover and Set Up Automotive Cloud Features With Salesforce Go: Explore, set up and configure, and monitor usage of Automotive Cloud features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration - all without leaving the setup page. Discover more Automotive Cloud features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Configure Automotive Features: Effortlessly configure key features and get started with Automotive business processes in a consolidated experience.
Manage Automotive Features and Feature Sets: Identify the features and feature sets available for Automotive to understand which specific capabilities are included in each bundle and manage your configuration from one place.
Stage Management in Automotive Cloud: Manage the stages in your automotive business workflows, such as vehicle and asset lending application and case resolution processes. Define the stages in complex workflows, control the tasks to be completed and the criteria to be met for stage transitions, and define desired sequences for stage movements. You can authorize specific users or queues to perform stage transitions, and define automation processes for stage transitions, such as Omniscripts, autolaunched flows, integration definitions, and screen flows.
Supplier Recovery Claims in Automotive Cloud: Supplier recovery specialists at original equipment manufacturers can capture information about suppliers and define terms of engagement with them for supplier recovery. Include the required information about the parts and components that are supplied in a detailed supplier contract. Store information for a supplier recovery claim in the Claim, Claim Item, Claim Coverage, and Claim Coverage Payment Detail records.
Recall Service Appointment Scheduling: Help customers book a service appointment with an authorized dealer for their assets affected by an open recall campaign. Customer support reps can efficiently launch a guided intake flow from an account record to review related assets, product service campaigns, and service territories to create a case and service catalog request. The case is closed automatically and the customer is notified by email when the record-triggered orchestration completes fulfillment by guiding the rep through partner, work type, service resource, and time-slot selection to schedule the service appointment.
Automotive Service Processes Solution: Explore features for setting up service processes with the Automotive Service Processes solution bundle. This solution deploys preconfigured features and sample data so you can get hands-on experience with minimal manual setup.
Features and Predefined Components of Automotive Service Processes: Automotive Service Processes is a comprehensive toolkit designed to accelerate your feature deployment. It combines standard Automotive features with prebuilt configurations and sample data to get your solution up and running in minutes.
Tableau Next Analytics for Automotive: Automotive Insights is a Tableau-powered analytics app for Automotive that provides Dealers and Original Equipment Manufacturers (OEM) with a comprehensive 360-degree view of dealers’ performances, sales lifecycles, revenue trends, and inventory. By delivering real-time visibility into vehicle portfolios and identifying potential revenue patterns, these dashboards empower teams to protect existing business, and strategically grow their product portfolio.
Use Tableau Next Analytics Dashboards: Automotive Insights features five core dashboards designed to provide actionable intelligence within the dealer’s and the original equipment manufacturer’s workflow.
Add or Modify Appraisal Add-Ons: Sales reps can specify the modifications and customizations done on a vehicle to get precise valuations. Create appraisal item add-ons to list and store all necessary details.
Adjust Appraisals and Appraisal Items: Sales reps can adjust the appraisal price after a valuation is done, based on inspection visits and customer requested prices. Create appraisal adjustment records for specific items or at the overall appraisal level.
Create Appraisals in Automotive Cloud: Sales reps can quickly capture information for vehicle appraisals through a simple guided flow. Create appraisal records to store appraisal details of vehicles for trade-in, valuation, or sales.
Create Appraisal Items in Automotive Cloud: Sales reps can store granular information about vehicles in appraisal item records. You can relate appraisal item records to an appraisal record. Get accurate valuations for your vehicles by specifying any customizations and modifications.
How Appraisal Management Records Work Together: Sales reps can efficiently capture trade-in interest on behalf of customers or prospects, estimate trade-in values, and seamlessly process vehicle trade-ins through appraisal management. Understand how different information is modeled in appraisal records.
Manage Appraisals for Vehicles: Sales reps can help prospects and customers determine the optimal value of their vehicle by using Appraisal Management and increase revenue during the presales process.
Explore Omnistudio Components for Appraisal Management: The guided flows for appraisal management in Automotive Cloud are created using Omnistudio. Both the flows for creating appraisal and appraisal item records are Omniscript-based flows that use Omnistudio Data Mappers, Flexcards, and Integration Procedures. Download the latest version of the Omnistudio package and add the Omnistudio Designer license to your org so that you can customize the components to modify the scheduling flows for your users and customers.
Add the Appraisal Management Flexcards to Record Pages: Add a Flexcard to help sales reps quickly launch an appraisal from the Lead, Opportunity, Financial Account, Case, and Account pages. Add a Flexcard on the Appraisal record page that helps sales reps add granular details about an appraisal item.
Set Up Appraisal Item Add-Ons for Vehicles: Store a list of vehicle accessories that can impact the final valuation for an appraisal. Use the AppraisalManagementFetchItemAddOnInfo integration procedure to modify or add accessories based on your business requirements. The accessories specified in this integration procedure are shown to sales reps by default when they create an appraisal item.
Custom Picklist Values for Appraisal Management: Configure picklist values for certain fields on the objects related to Appraisal Management to enable the simple guided appraisal flow to capture vehicle information precisely.
Set Up the Make and Model of Vehicles for Appraisal Management: Help sales agents capture basic vehicle details for appraisal by configuring attributes such as Model Year, Make Name, Model Name, and Trim in the Appraisal Item object. Use the YearMakeModelTrimMap integration procedure to map these values for a vehicle. Based on this map, the relationship between these attributes is fetched in the Appraisal Flow Omniscript.
Set Up Appraisal Management: Set up and configure features for the appraisal management of vehicles for customers and prospects. Set up the simple guided flow for appraisals and appraisal items by configuring make and model, trim, mileage, add-ons, and condition of vehicles. Configure market sources that can fetch accurate vehicle valuations based on attributes and customer requested values. Help sales reps and dealers manage, review, and track appraisals. Configure Omniscripts, Flexcards, Integration Procedures, and Data Mappers to support the end-to-end appraisal process.
Set Up Appraisal Valuation Sources for Vehicles: Help sales agents define the market sources to provide appraisal valuations accurately based on vehicle attributes. Use the AppraisalManagementFetchProviderInfo integration procedure to define the sources by adding source as the key and other relevant information. This source is then passed onto the AppraisalManagementGetValuationRecords integration procedure to get the valuations for appraisal records.
Revenue and Sales Targets for Dealers: Define targets at an organizational level and then distribute the targets across users and team members. You can translate business objectives into measurable revenue-based or quantity-based goals. For example, you’re a territory manager defining yearly sales targets for your sales team. You can divide and apportion the total target to your team members. You can also split targets by account or product, and further distribute by period. Monitor the targets closely to get real-time visibility into performance.
Asset Operation Data Model Object: Use the Asset Operation telematics data model object in Data Cloud to store the data related to the operation cycle of an asset. To bring in the data related to assets such as machines, charging stations, and trailers, use this object to represent the details of an operation cycle of the asset. If you bring in the data related to vehicles, use the Vehicle Trip object to store the data about the single run of a vehicle.
Asset Operation Operator Behavior Data Model Object: Use the Asset Operation Operator Behavior telematics data model object in Data Cloud to store the data about an operator’s performance during a single run of an asset. To bring in the data related to assets such as heavy machinery, charging stations, or trailers, use this object to represent the performance of the asset operator for each shift. If you bring in the data related to vehicles, use the Vehicle Trip Driver Performance object to store the data about the performance of a driver during a single vehicle trip.
Asset Performance Summary Data Model Object: Use the Asset Performance Summary telematics data model object in Data Cloud to store the data about an asset’s performance over a period. To bring in the data related to assets such as heavy machinery, charging stations, or trailers, use this object to represent the performance summary of the asset. If you bring in the data related to vehicles, use the Vehicle Performance Summary object to store the data about the performance of a vehicle.
Asset Telematics Event Data Model Object: Use the Asset Telematics Event telematics data model object in Data Cloud to store data about the critical, non-critical, or actionable events triggered by sensors in an asset. If you ingest telematics information about vehicle performance and driver behavior, use this object in combination with the Vehicle Telematics Event object. You can apply transformations to the raw sensor data in Data Cloud and build actionable segments and insights that help you personalize the notifications, offers, and marketing journeys for the customer.
Driver Performance Summary Data Model Object: Use the Driver Performance Summary telematics data model object in Data Cloud to store data about a vehicle driver’s performance over a period. In addition to the fields available on the Operator Performance object, this object contains vehicle-specific fields such as distance traveled, brake event count, and fuel consumed.
Asset Telematics Event Code Mapping Data Model Object: Use the Asset Telematics Event Code Mapping telematics data model object in Data Cloud to store data about the relationship between fault codesets and telematics events for an asset. Telematics events such as engine overheating, brake malfunctions, mechanical faults, and fuel leaks can be ingested and stored in Data Cloud to analyze the fault and the resolution, and to build diagnostic insights. Each event must be related to an existing fault codeset in the system that uniquely identifies the type of issue frequently encountered for assets.
Operator Performance Summary Data Model Object: Use the Operator Performance Summary telematics data model object in Data Cloud to store data about an operator’s performance over a period. To bring in the data related to assets such as heavy machinery, charging stations, and trailers, use this object to represent the operator’s performance summary.
Telematics Provider Data Model Object: Use the Telematics Provider data model object to store data about the telematics services company that generates and communicates vehicle and asset sensor data to Salesforce.
Vehicle Telematics Event Code Mapping Data Model Object: Use the Vehicle Telematics Event Code Mapping telematics data model object in Data Cloud to store data about the relationship between fault codesets and telematics events for a vehicle. Ingest and store telematics events such as engine overheating, brake malfunctions, mechanical faults, or fuel leaks in Data Cloud to analyze the fault and the resolution, and to build diagnostic insights. Each event must be related to an existing fault codeset in the system that uniquely identifies the type of issue frequently encountered for vehicles.
Vehicle Performance Summary Data Model Object: Use the Vehicle Performance Summary telematics data model object in Data Cloud to store data about a vehicle’s performance over a period. In addition to the fields available on the Asset Performance object, the Vehicle Performance Summary telematics data model object contains vehicle-specific fields such as fuel efficiency, braking efficiency, and distance traveled.
Vehicle Telematics Event Data Model Object: Use the Vehicle Telematics Event telematics data model object in Data Cloud to store data about the critical, non-critical, or actionable events triggered by sensors in a vehicle. In addition to the fields available on the Asset Telematics Event object, the Vehicle Telematics Event telematics data model object contains vehicle-specific fields such as odometer reading, cruise status, and ignition status.
Vehicle Trip Data Model Object: Use the Vehicle Trip telematics data model object in Data Cloud to store the data related to the single trip of a vehicle. In addition to the fields available on the Asset Operation object, the Vehicle Trip telematics data model object contains vehicle-specific fields such as longitude, latitude, odometer reading, and trip cost.
Vehicle Trip Driver Behavior Data Model Object: Use the Vehicle Trip Driver Behavior telematics data model object in Data Cloud to store data about a driver’s performance and behavior during the single trip of a vehicle. In addition to the fields available on the Asset Operation Operator Behavior object, the Vehicle Trip Driver Behavior telematics data model object contains vehicle-specific fields such as braking style, maximum speed, and vehicle trip ID.
Activate a Telemetry Definition Version: A telemetry definition version is created in inactive status. Activate a telemetry definition version to create telemetry action definitions.
Create Telemetry Action Definition Steps and Add Step Attributes: Create telemetry action definition steps within groups to specify details of the action performed in telemetry action definition for different components. The maximum limit of steps across all groups is 20.
Telemetry Definition and Action Management: Use telemetry definitions to manage the data from connected vehicles. These definitions, based on the Vehicle Signal Specification (VSS) standard, create a logical structure for a vehicle’s sensors and actuators. Enable seamless communication for a connected vehicle to send data from its sensors and receive commands for its actuators. Configure telemetry action definitions to perform remote operations. Automate service process generation for an efficient customer experience.
Service Process Generation for Telemetry Action Definitions: Generate a service process from a telemetry action definition record. Review the changes to be made for the Omniscript-based intake form, update the predefined integration definition and activate the generated service process. Create a catalog and category on Unified Catalog for the service process to launch it from the Action Launcher.
Manage Telemetry Action Definitions: Telemetry action definitions help admins to configure actions based on a specific telemetry definition version. These records capture actions taken on a telemetry signal from a connected vehicle. These definitions use a Target Component Path to specify which part of the vehicle to act on, such as unlocking a door. Actions are carried out through a series of defined steps, each with specific attributes that determine whether the step retrieves information or executes a remote command.
Manage Telemetry Definitions: Admins can use telemetry definitions to create a logical structure of a vehicle model's sensors and actuators. Create and activate telemetry definition records to define telemetry action definitions for executing remote commands.
Workflow for Telemetry Definition and Action Management: Admins can configure telemetry definitions, telemetry action definitions, steps, and attributes, and generate service processes to launch remote actions for a connected vehicle. After the service process is generated and set up in Unified Catalog, customer support reps can launch them from the Action Launcher from a record page.
Create a Timeline Using Cases and Engagements in Automotive Cloud: Create a timeline for a Contact record and show information from engagement interactions and cases. You can select the fields to show for each timeline entry, and even show fields from other related objects and custom objects.
Add and Edit Timeline Records on Vehicle: View records and key activities associated with a vehicle on a Timeline. You can add and edit records without losing the context of the vehicle and you can sort and filter past and upcoming events by time and event type. You can also switch between multiple timelines. You can view up to 2000 records on a single timeline.
Track and Adjudicate Supplier Recovery Claims: A claims adjudicator on the supplier's side reviews the supplier recovery claim from the original equipment manufacturer (OEM) and collaborates with the supplier recovery specialist at the OEM to process the claim. Adjust the details of a supplier recovery claim based on your OEM contract terms from the Automotive Experience Cloud site.
Report Sales of Parts and Accessories: Dealers can track the sale of parts and accessories and report these sales to original equipment manufacturers (OEMs). Create a Transaction Journal record to capture transaction information, such as amount and quantity of sale, related assets or vehicles, and trade of parts between dealerships. Consolidate all transactions by converting Rebate Claim records, which store vehicle sale information, to Transaction Journal records.
Get Your Own Automotive Cloud Trial Org: Get hands-on experience with Automotive Cloud and the associated features through proof-of-concept and guided self-exploration for 30 days via a trial org.
How Groups of People Are Represented in Automotive Cloud: There are multiple stakeholders involved in the lifecycle of vehicles, such as the manufacturer, dealers, finance relationship managers and consultants, primary and secondary borrowers, and customers. Capture key information about different types of people in your automotive ecosystem.
Types of Automotive Events and Milestones: Use Events and Milestones to get a comprehensive view of all major milestones and events for all vehicles, accounts, financial accounts, and contacts in your company.
Types of Record Alerts in Automotive Cloud: Configure record alerts for a variety of use cases such as periodic maintenance of vehicles, harsh accelerations, engine malfunctions, or subscription expirations. Use an integration to get data in real time from external telematics systems or dealer management systems. The Flexcard component on a page layout shows record alerts from external and iinternal sources.
Track Branch Performance in Automotive Cloud: Use Branch Management features to track branch units for your dealer or partner accounts, and assign users to the branch units as members. Use Record Association Builder to define your own criteria for automatically linking records like accounts, leads, opportunities, and cases with the branches that work with them.
Create User Profiles and Users for Automotive Cloud: Profiles define how users access objects and data, and what they can do within the application. Each person who uses the application is a User record. Automotive Cloud doesn't provide default profiles but you can clone any standard profile and customize it as required. You could create role-specific profiles, such as Dealer Sales Executives for all sales executives in a dealership. Keep in mind that each user can only be assigned one profile.
Associate Records with Dealer Branches in Automotive Cloud: Define association criteria to automatically create or update records such as leads, cases, accounts, or contacts, and link them to branch units in your company. Branch unit members don’t need to manually assign customer records to their branch because the criteria evaluates create and update events and enables automatic association. For example, you can create a criteria to create qualified leads, or a criteria to update opportunity records when they get closed. You can view the new and updated records on the Branch Unit Related Records related list on a branch unit record.
CSV File Format for Importing Asset and Vehicle Data: Import data from an external source to use the Add Assets and Vehicles data processing engine. Create a CSV file with the following column headers for reference.
Use Data Processing Engines to Create Records: Upload large volumes of product, asset, and vehicle data from CSV files by using predefined Data Processing Engine (DPE) templates. Map CSV data to multiple objects simultaneously. Create vehicle records without having to create products, vehicle definitions, and assets separately as done before. Handle complex object relationships, such as connecting Vehicles to Assets or Products to Vehicle Definitions.
Set Up Data Processing Engines to Create Records in Bulk: Configure your org with the required licenses, assign permission sets to users and set up Data Cloud to use Data Processing Engines to create product, asset, vehicle, and vehicle definition records in bulk.
Explore the Vehicle Console in Automotive Cloud: Get a comprehensive view of a vehicle in Automotive Cloud and track its history, health, and activities. Service agents and sales managers can find all details about a vehicle, view the related assets, milestones, events, and relationships, and schedule service appointments right from the Vehicle record page.
Vehicle Fields in Automotive Cloud: Review the fields available on a Vehicle record. Create records to store the details of each vehicle that’s manufactured in your company, stocked at your dealerships, or sold to customers. You can also bring in data from external sources and dealer management systems to create Vehicle records.
Manage Vehicles with Default and Additional Components: The Vehicle record page is your single source of truth for all information related to a vehicle. Explore the tabs that appear by default in the page layout, and customize the page to add components that enhance your users’ experience. Automotive Cloud helps you get a connected and comprehensive view of the information about each vehicle in your system, whether you’re an original equipment manufacturer (OEM) or a dealer. You can use integration techniques to bring in data from telematics and advanced driver assistance systems. You can also show information about service and repair history, order and contract details, and inspections. Use components like Events and Milestones, Timeline, Record Alerts, Interest Tags, Actionable Relationship Center, and Relationship Cards to transform the dealer and customer experience.
Add More Components to the Vehicle Page: Customize the Vehicle record page layout by including more components that are designed to show important information to users. The connected vehicle console helps users track all stakeholders, activities, events, milestones, and related records of a vehicle on a single page. You can customize the Vehicle page layout based on your business requirements. You can also design separate page layouts for different user groups like service agents or sales dealers.
Default Page Layout for Vehicle: Automotive Cloud provides you a 360-degree view of all information about a vehicle on the default Vehicle record page layout. Maximize the vehicle and customer lifetime value with a connected and comprehensive view of key information on the Vehicle page.
Default Page Layout for Visit Planning: The default Visit and Task page layouts for desktop users are designed to schedule and assign visits and tasks. On the Visit page, managers can find visit details, related information about visitors, visited parties, and generic tasks. The Action Plan tab shows the templates related to a visit. On the Task page, managers can view details about a visit task and also see related task-context relations.
Default Page Layout for Visit Execution: Field reps and visitors can execute visits from both their desktop and mobile. With single clicks and easy-to-fill questionnaires, they can quickly capture metrics, record comments, and complete tasks, from a workstation between appointments or from a phone in the field.
Evaluate Dealer Performance with Visits and Assessments: Plan periodic visits to your dealers and partners to increase collaboration and manage compliance. Use Visit Management capabilities to help territory and district managers in your company perform visits at dealer locations.
Visit Dealers and Perform Tasks On the Go: As an evaluation officer or district sales manager, you’re always on the go and your mobile is the only device you carry. You’re expected to complete multiple visits each day, each with its own set of audit tasks and assessment criteria. Launch the Partner Visits app on your mobile device to check the list of visits for the day. When at a location, you can check the dealer’s details and start the assigned tasks for the visit.
How Are Warranties Managed in Automotive Cloud: Learn how you can capture information about warranty rules and entitlements, service standards, and how they are related to products and assets.
How Are Claims Managed in Automotive Cloud: Learn how you can capture information about warranty claims, defective assets, existing warranty coverage, and expenses incurred to repair, replace, and refund defective assets.
Manage Warranties and Claims in Automotive Cloud: Define a comprehensive set of service standards that can be accurately and consistently used in the warranty lifecycle and other operations performed by your company. Establish robust warranty eligibility rules and entitlements for products and assets. Dealers can then submit claims using the Experience Cloud site and you can adjudicate the claims based on expenses incurred, types of repairs, labor efforts, and other details.
Adjudicate Dealer Claims in Automotive Cloud: Adjudicate warranty claims submitted by dealers either manually or through an automatic adjudication process. You can examine defective vehicles and their causal parts, check warranty coverages for each part, and verify labor operations, part replacements, and incurred expenses. The Claims record page offers a complete view of all granular details related to a claim and helps you manually adjudicate each claim item. Or, your admin can set up a warranty claims adjudication process using Context Service, Business Rules Engine, and Flow Builder.
Automatic Claims Adjudication in Automotive Cloud: Build an end-to-end warranty claims adjudication process to make warranty claims adjudicators more productive, reduce claims processing time, and prevent errors. Set up an automated process using Context Service and Business Rule Engine, and run the process using the Flow Builder.
Get Warranty Claim Approval Predictions for Vehicle and Parts: Use Scoring Framework to get predictions about the likelihood of vehicle and part warranty claims getting approved, based on previously approved claims. Adjudicate warranty claims by reviewing these scores to determine whether you can approve the claims as they are, or must verify the claims further.
Claim Coverage Payment Details in Automotive Cloud: To rectify a causal part in a defective asset for a warranty claim, your company may incur multiple expenses, perform different labor services, and replace various parts. Create a Claim Coverage Payment Detail record to capture detailed information about each expense, repair, and labor service for a causal part. Warranty claim adjudicators can adjudicate warranty claims by determining the adjusted amount on a claim coverage payment detail. Review the fields available on the Claim Coverage record.
Claim Coverages in Automotive Cloud: There may be multiple parts that cause the issues related to a claim. Create a claim coverage for each causal part in a defective asset or vehicle that requires repair or replacement. Capture detailed information such as the asset’s associated warranty, fault code, and coverage type. Review the fields available on the Claim Coverage record.
Claim Items in Automotive Cloud: Create Claim Item records to capture information about the work to be performed on multiple defective assets related to a claim. Record granular information about a defective asset such as its usage, fault date, and repair date. A claim can include various claim items. Review the fields available on the Claim Item record.
Claim Participants in Automotive Cloud: Associate multiple stakeholders with a warranty claim using Claim Participant records, for example, a claimant, legal expert, or the involved driver. By capturing information about the stakeholders related to a warranty claim, warranty claim adjudicators can easily reach out to them to solicit additional information or request clarification. Review the fields available on the Claim Participant record.
Claims in Automotive Cloud: Use Claim records to capture information about repairs, replacements, or refunds for a defective asset. Dealers submit claims to specify high-level information such as the status, type, reason, and account for warranty claims. A dealer can create a claim with multiple claim items, each relating to different parts and accessories for a specific vehicle, or create a claim with multiple claim items for multiple vehicles. Review the fields available on the Claim record.
Create Asset Warranties in Automotive Cloud: To assign a warranty term to an asset, create an asset warranty. An asset automatically inherits the warranty terms associated with the related product. But if you want to change the terms at the asset level, specify any extensions or exclusions for the asset warranty term.
Create Code Sets and Code Set Relationships in Automotive Cloud: Use code sets and code set relationships to establish a set of service standards that can be accurately and consistently used in various operations and digital records. Define code sets to standardize labor activities, product defects, and expenses. Define code set relationships between product fault codes and product labor codes to identify the possible product defects and the type of effort required to resolve the defects.
Create Fault and Labor Codes for Products in Automotive Cloud: Define product fault codes to standardize the typical faults in a product. Define product labor codes to standardize the type of labor services your company offers with their estimated effort. You can specify product fault codes and product labor codes in warranty term coverages to extend or restrict the product defects and labor services that are covered under a warranty term.
Create Product Warranty Terms in Automotive Cloud: To assign a warranty term to a product or product family, create a product warranty term. The standard warranty terms assigned to a product or product family apply to all assets for that product or product family.
Create Warranty Term Coverages in Automotive Cloud: Define warranty term coverages to introduce greater granularity and flexibility to your rules on warranty eligibility and entitlement. You can extend or restrict the coverage of a warranty term based on product fault, labor effort required, or part of the product. Specify the part of a product or the product labor code or fault code to be included or excluded in the coverage of a warranty term.
Create Warranty Terms in Automotive Cloud: Define warranty terms to specify the eligibility requirements and the entitlements you provide to rectify issues with products. Specify the labor, parts, expenses, and exchange options covered under the warranty term.
How Are Claims Processed in Automotive Cloud: Understand how claims are managed in Automotive Cloud. Dealers can use the Experience Cloud site to submit claim records, or manufacturers can create them on the dealer’s behalf. The claim adjudicators then assess and inspect the claims against the established warranty terms, code sets, and service standards. Finally, the claim amounts are updated and adjusted and dealers can track the status of their claim along with the final amounts from the Experience Cloud site.
Manual Claims Adjudication in Automotive Cloud: Warranty claims adjudicators can adjudicate warranty claims by examining information on the defected assets, checking asset warranties and warranty terms, and tracking their causal parts on the preconfigured Claims record page. The Claims record page pulls relevant information from various sources to give warranty claims adjudicators a unified view into every aspect of the warranty claim. Warranty claims adjudicators can drill into the required information by opening them as subtabs and determine the approved amount for each claim coverage payment detail.
Define Service Standards in Automotive Cloud: Optimize the allocation of resources and prepare accurate service effort estimates by using a set of comprehensive labor codes. Fault codes help you easily identity the defects in a product and sort products repairs and replacements based on the types of issues. Labor codes help you identify the type of effort required to fix issues. Record warranty terms and assign them to products, product families, or assets. Extend or restrict coverage for warranty terms based on product fault, labor effort required, or product part.
Track Dealer Claims in Automotive Cloud: Capture information about defective assets, existing warranties, causal parts, expenses incurred, and claim stakeholders by creating Claim, Claim Item, Claim Coverages, Claim Coverage Payment Details, and Claim Participant records. Dealers can easily submit warranty claims and closely track their status from the Automotive Experience Cloud site. Manufacturers can also create records on behalf of dealers. With detailed warranty claim information, warranty adjudicators can accurately investigate product defects, swiftly verify claim coverages and expenses, and reduce followups for additional information.
Work Order Estimation in Automotive Cloud: Streamline the process of generating work orders and estimating field service work by using Work Order Estimation. Service reps can efficiently assess costs and provide reliable quotes before they start a service. Price and approve your proposals to automatically generate work orders from the quotes that you provide.
Configure Object Access for Warranty Parts Return: Add the Is Recall Open field to the Asset page layout and grant users access to the Case and Asset fields that the Warranty Parts Return service process uses.
Configure Record Pages for Warranty Parts Return: Add Action Launcher to the Account record page and service request attributes to the Case record page so that users can start and review Warranty Parts Return requests.
Customize the Warranty Parts Return Flow: Optionally replace the confirmation-email header image in the Process Warranty Parts Return flow with an image that represents your organization.
Warranty Parts Return in Automotive Cloud: Use Warranty Parts Return to configure and run a service process that captures defective-part returns from a selected asset and related warranty claim item.
Prepare Your Org for Warranty Parts Return: Provision the required licenses, assign permission sets, turn on features, and prepare the records that the Warranty Parts Return service process uses.
Get Service Process Details Action: This action retrieves custom attribute values and related product requests from a submitted service process for use in its fulfillment flow.
Manage Billing in Revenue Management: Monetize all the sales models of your business with Billing. Generate invoices for diverse scenarios, such as customer milestones, product usage, amendments, cancellations, or early renewal of evergreen subscriptions. Bill in advance or in arrears, or bill for external transactions. Consolidate invoices with custom grouping, automate and scale invoice generation, and suspend or resume billing for specific accounts or billing schedule groups as needed.
Billing Account Overview: View and manage customer billing information from a single page. Track billing transactions, generate and preview invoices, suspend and resume billing, create credit memos, and resolve billing inquiries. Get a complete view of the customer's billing status by accessing key billing actions, account details, and related account records.
Generate Individual Invoice PDF Documents: Generate a PDF document for an invoice directly from the invoice record. Provide billing profile-specific individual invoice documents without waiting for invoice batch runs.
Statement of Account: Account statements consolidate billing activity for accounts over a time period so customers see transactions and outstanding balances in one statement.
Generate Account Statements by Using APIs: Use the Generate Account Statement REST API to integrate Statement of Account PDF generation with external systems, custom apps, and automated jobs.
Generate an Account Statement: Use the Generate Account Statement quick action on an account to produce a PDF statement without leaving the page.
Generated Statement Details: The generated account statement PDF groups billing data into an account summary, transaction history, and balance due. The statement period filters transaction history, while the summary and balance due reflect balances as of the statement generation date.
Manage Accounting Periods in Revenue Management: Accounting periods help your company organize and monitor financial performance by defining specific time frames for business reports. Ensure accurate financial reporting and streamlined record-keeping by associating billing transactions to legal entity accounting periods.
Close an Accounting Period: Close an accounting period after its duration ends and after all journal entries are validated for financial reporting of that period.
Create Accounting Periods: Create accounting periods to organize and store financial information for specific time frames. For example, if your company tracks performance quarterly, define quarterly accounting periods.
What are Accounting Periods?: An accounting period is a specific time frame for which a company prepares its financial statements. For example, a month, quarter, or an year. It's a fundamental concept in accounting, as it dictates how and when revenue and expenses are recognized. Define start and end dates on the accounting periods to prevent overlaps or gaps and maintain a clean financial record for auditing purposes.
Adjustments in Revenue Management: Adjust billed amounts with credit memos that reduce what a customer owes and debit memos that add charges.
Agentforce for Billing Employee Assistance: When internal finance or billing teams need clarity on billing data for customer accounts, Billing Employee Assistance gives them a conversational way to understand charges and retrieve billing information. Employees can ask questions about invoice charge explanations, payment plans, outstanding account balances, or upcoming payment due dates. They get clear explanations powered by generative AI, without navigating multiple billing records or systems.
Billing Employee Assistance Use Case: At Acme, the billing team spent hours digging through orders, amendments, and cancellations whenever a customer questioned an invoice. Each case meant switching between systems, piecing together the story of a charge, and explaining it to the customer. This process often delayed resolutions and sometimes left customers frustrated.
Agentforce for Billing Service Assistance Agent: Use Billing Service Assistance Agent to give customers fast, conversational explanations for invoice charges directly in your Experience Cloud billing portal.
Generate Invoices Automatically Based on Billing Schedules: Set up invoice schedulers to generate invoices on a schedule or on demand. Select billing schedules by target date, billing period count, or both. Generate invoice documents during the run, or use a catch-up bill run to advance migrated schedules without creating invoices.
Manage Billing Arrangements: Billing arrangements facilitate precise invoicing for business scenarios such as parent account billed for subsidiary accounts, cross-departmental charge allocations, or services or assets shared among multiple parties. Use billing arrangements to configure the allocation of billing amounts to a specific billing account or distribute costs among several billing accounts based on fixed percentages.
Examples: Flexible Invoicing for Complex Business Models: Billing arrangements can help you manage complex financial relationships by automating the allocation of invoice charges across billing accounts. You can configure billing arrangements for invoicing a billing account that’s different from a service or owning account. You can also split bills for products or services shared by multiple accounts to streamline invoicing with prorated charge allocation. Here are several business scenarios where billing arrangements help businesses by invoicing and billing the right parties.
Create Billing Profiles: Cater to your customers' billing preferences and business needs by creating billing profiles for their accounts. Define multiple billing profiles for an account to manage diverse billing needs, each with its own billing details, payment terms, and contacts. Set a default billing profile for accounts to easily access your customers' preferred billing day of the month, billing address, billing contact, and other details. With billing profiles, sales representatives no longer need to enter this information for each transaction, saving time and effort.
Catch-Up Bill Runs: Use a catch-up bill run to advance the next billing date, billed amount, and pending amount on billing schedules for transactions that a legacy system fully or partially billed. Catch-up doesn’t create invoices for those periods.
Examples: Impact of Billing Frequency Change: When you change billing frequency on a transaction as different from the pricing frequency, Billing prorates the total amount from the transaction over whole and partial billing periods. For any partial periods, Billing prorates the amount based on the billing frequency. Let’s understand the calculation process with a few examples.
Change Billing Frequency on New and Existing Subscriptions: You can update the billing frequency of a subscription at any time, such as by switching from monthly to annual or from annual to monthly. On active subscriptions, you can update the billing frequency from any cadence to any other, such as monthly to annual billing or vice versa, without canceling or recreating the subscription. To achieve this, sales reps make a zero-quantity, field amendment for the asset, to update the billing frequency, Billing automatically prorates the charges and applies the new billing cadence from the effective date.
Collect Payment Promises for a Collection Plan Item: Record your customer's payment promises, and create payment schedules and payment schedule items for collection plan items. Collections reps can secure payments for the outstanding balance of the invoice related to the collection plan item.
Create Collection Plans and Collection Plan Items: Create collection plans for accounts to help your collections reps track and resolve unpaid invoices. Create collection plan items for unpaid invoices that are related to the collection plan's account, enabling your collections rep to focus on the payment collection for individual invoices.
Manage Collections for Accounts in Billing: To recover overdue invoices, your collections reps use Collections workflow to track payments, record customer payment promises, and send personalized, automated dunning emails to minimize bad debt and maintain healthy cash flow.
Set Up and Send Dunning Emails: Configure automated dunning campaign emails to improve overdue invoice collections. Your collections reps can schedule timely overdue payment email reminders on a recurring basis, helping improve payment recovery rate and reduce collections efforts.
Collections in Revenue Management: Recover overdue invoices with collection plans and dunning, and write off uncollectible balances.
Collections Specialist Console: Use the Collections Specialist Console to manage your day to day collections from a single screen. Track receivables, invoice aging, and payment promises, and take necessary action directly from the console.
Set Up the Collections Specialist Console: Grant your collections team access to the Collections Specialist Console: turn on the tab and add the console to the Collections app.
Configure Context Definitions for Billing: Context definitions in Billing act as a central data-mapping layer that helps information flow seamlessly from orders or external transactions into billing schedules. They transform data from Salesforce objects into a standardized format that enable the Billing APIs to read the details required to create accurate billing records. By configuring these context definitions, businesses can automate the transfer of custom field data.
Orchestrate Your Dunning Strategy for Collections: Automate the entire dunning journey—from sending email reminders to manual recovery on payment collections—by using the out-of-the-box Dynamic Revenue Orchestrator (DRO) templates.
Configure Salesforce Payments: To use Salesforce Payments for financial transactions, set up an Experience Cloud site and enable Payments for your org. Then, use a guided setup to create a merchant account and payment methods.
Manage Credit Memos by Using APIs or Flow Actions: Use APIs or Flow actions to create credit memos, apply credit memos to invoices, unapply already applied credits from invoices, and convert negative invoice lines into posted credit memos.
About Credit Memos: A credit memo is a document issued by a seller to a buyer to acknowledge a reduction in the amount owed by the customer.
Create and Apply Standalone Credit Memos: Create individual credit memos to efficiently provide credits to your customers. Apply these credits to the relevant customer invoice.
Void or Recover Credit Memos: Fix credit memos that are Pending or Error status by recovering them. You can also void an unapplied posted credit memo and reverse the credit by creating a corresponding debit memo.
Capture Preferred Transaction Details by Using Custom Fields: To meet specific business requirements, populate custom field data from orders or external transactions to corresponding billing schedule, billing schedule group, and billing schedule group relationship records. Use Context Service to define how data must be transferred by configuring a custom intracontext mapping. Then, use the Create Billing Schedules for Orders API or the Create Standalone Billing Schedules API to generate billing schedules and billing schedule groups. You can also use custom fields to override the standard fields in billing nodes by using the custom intracontext mapping.
Configure Your Custom Metadata Types: Create a custom metadata type to house your field mappings. These field mappings are required for all the additional fields you want to include in your tax callouts. Associate your custom metadata type with your tax engine provider so it's aware of the fields used in the request and response.
Credit Memo Data Model in Revenue Management: The Credit Memo data model depicts the objects and their relationships to adjust invoices through credit amounts for returns, overcharges, or other billing discrepancies.
Debit Memo Data Model in Revenue Management: The Debit Memo data model depicts the objects and their relationships to process debit memos when you undercharge your customer or want to add additional charges.
Financial Accounting Data Model in Revenue Management: The Financial Accounting data model depicts the objects and their relationships to record and manage the financial accounting process for Invoice, Credit Memo, Payment, and Refund records. This process includes defining accounting periods, setting up a chart of accounts, and creating dual journal entries for your legal entities.
Invoice Data Model in Revenue Management: The Invoice data model depicts the objects and their relationships to configure billing criteria, billing periods, and payment due dates for generating billing schedules and invoices aligned with your sales models. This data model also depicts integrating with saved payment methods to store customer payment methods, sequence policies to configure automated sequential numbering for your invoices, and email templates to send emails for invoices.
Payments Data Model in Revenue Management: The Payments data model depicts the objects and their relationships to manage the processing of customer payments including a timely collection of these payments and their application to appropriate invoices, and issuing refunds when needed.
Manage Debit Memos in Revenue Management: Create debit memos when you undercharge your customer or want to add additional charges. When debit memo lines are converted to invoice lines, the balance of the related invoices increases.
Considerations and Results: Learn what happens when debit memo or debit memo lines get converted to invoice and invoice lines.
Create Debit Memos and Related Records: After you identify the additional charges to be paid by your buyer, create debit memos and their related records to make the required adjustments.
About Debit Memos: A debit memo is issued by a seller to a buyer when the seller wants to levy additional charges to what was already billed or charged. For example, late payment fees, cancellation fees, and so on.
Set Up Billing Dispute Management: Track and resolve billing inquiries, service requests, and invoice-related disputes by using Billing Dispute Management.
Resolve Billing Service Requests: When customers or service reps raise billing service requests or inquiries , Billing creates corresponding cases that are resolved by using the automated resolution actions. For specific service requests such as suspending billing, extending invoice due date, updating billing contact details, or correcting invoice charges, Billing automatically initiates the appropriate resolution associated with the service request. However, for any other billing inquiries that don’t have automated resolution, resolve the cases manually based on the business need and requirements.
Default Document Template to Generate Invoice PDF Documents: After your Billing admin turns on Document Generation for Billing, immediately generate bulk PDF documents for invoices by using the default document template that's preselected.
Customise Invoice PDF Template with Your Company Logo: Add your company logo to invoice PDF documents by uploading the logo file to your Salesforce org. Generated invoice PDFs show the logo at the top of the document.
Set Up Orchestrated Dunning for Collections: Configure and integrate out-of-the-box Dynamic Revenue Orchestrator templates into Billing to automate the entire dunning lifecycle.
Extend Your Revenue Standard Tax Engine: Apply tax rates based on custom attributes, such as product category, customer attributes, or exemption criteria, without writing Apex code. Use a custom metadata type to map billing transaction fields to a cloned Revenue Standard Tax Entries decision table, and persist matched values on invoice and credit memo tax lines.
Extend the Revenue Cloud Tax Extension Engine: Enhance the existing tax interface by mapping additional fields for tax callouts. Use custom metadata types to send additional data in tax requests and persist more detailed information from tax responses.
Example: Automatically Capture Unrealized Foreign Exchange Unrealized Gains or Losses: Explore an example to understand how to a set up general ledger accounts on the Salesforce org's default general ledger accounts and create dual transaction journals and reversal transaction journals to capture unrealized gains or losses amount of the invoices during legal entity accounting period closure.
Field Combination Requirements: The combination of billing frequency, period boundary, period boundary day, and period boundary start month determines billing behavior.
Accounting in Revenue Management: Streamline the financial accounting process for your organization with accounting periods for legal entities, chart of accounts, journal entries for your billing transactions, and by capturing transaction amounts in corporate currency.
Billing Forecast: Billing Forecast estimates upcoming invoice charges before invoices are created. Review projected charges to understand expected billing and discuss estimates with customers.
Use the Billing Forecast Console: Review projected charges across accounts, charge types, and billing periods, and see how cancellations change upcoming amounts.
Add the Billing Forecast to Data 360: Complete this setup if you want to review forecast data in the Billing Forecast Console, which uses Tableau Next.
Generated Forecast Details: Each Billing Forecast record shows a projected charge from a forecast run, including the related Forecast Batch Run and Forecast Status.
Turn On Billing Forecast: Turn on Billing Forecast in Billing Settings so your org can generate forecast runs.
Recover Billing Schedules: Update Forecast Status from Processing to Pending Forecast or Forecasted so stuck billing schedules can be included in the next forecast run.
Schedule Billing Forecast Runs: Create a billing forecast scheduler to run forecasts once or on a recurring schedule, then filter the billing schedules to include, similar to the invoice scheduler.
Foreign Exchange Realized Gains and Losses: Automatically create dual transaction journals for foreign exchange gains or losses when payments and credit memos are created and applied to invoices. The invoices can be fully or partially settled. Foreign exchange gains and losses transaction journals help with income statements during corporate accounting, which ensures accurate measurement of financial performance.
Manage Billing Frequencies: You can set a product’s billing frequency to be different from its pricing frequency. For example, you can bill a customer on an annual basis even if the order or subscription is priced monthly.
Gapless Sequential Numbering: For businesses that handle large volumes of transactions, assigning unique, gapless sequential numbers to invoice and credit memo records is essential for legal compliance, auditing, and reconciliation. Manual numbering introduces operational complexity and increases the risk of errors or fraudulent activity. Billing addresses this challenge by automating the assignment of unique identifiers according to the defined sequence policies.
Manage Chart of Accounts and Transaction Journals in Revenue Management: Set up a chart of accounts for your legal entities by creating general ledger accounts. Assign appropriate general ledger accounts to transaction journals by setting up general ledger account assignment rules. Automatically generate dual transaction journals based on the configuration for the billing transaction type and criteria in the general ledger account assignment rule.
General Ledger Account Assignment Rules and Related Records: Define rules to assign accurate general ledger accounts to transaction journals and establish criteria for which these rules must apply to. Define multiple journal entry rules for a billing transaction with a specified criteria from a single user interface.
Create General Ledger Account Assignment Rules: Define general ledger account assignment rules that assign the correct general ledger accounts to credit and debit transaction journal entries.
Define Criteria for Transaction Types: Edit, delete, or define the filter criteria for the transaction type on the general ledger account assignment rule you created.
Default Transaction Amount Fields: If you don't select a transaction amount field when defining the criteria, the default transaction amount field is populated as the credit or debit amount in transaction journals.
Create General Ledger Accounting Period Summary Manually: General Ledger Accounting Period Summary records are automatically created when the Create General Ledger Accounting Period Summary Records for Multiple Currencies or the Create General Ledger Accounting Period Summary Records data processing engine runs during legal entity accounting period closure. You can create them manually as well. General ledger accounting period summaries are created to capture the opening balance and closing balance for general ledger accounts of a legal entity accounting period.
Create General Ledger Accounts: Set up a chart of accounts for your organization's legal entities by creating general ledger accounts. Use these accounts to categorize your billing transactions by accounting type and report them in your company’s financial statements.
What are Chart of Accounts and Dual Journal Entries?: Financial accounting provides a structured framework for recording, summarizing, and reporting an organization's financial transactions. The chart of accounts and the principle of dual journal entries are two fundamental concepts of this framework.
Automatic Creation of Dual Transaction Journals: Automatically generate dual transaction journals, that represent a credit entry and a debit entry, based on the configuration for the transaction type in the General Ledger Account Assignment Rule record. Integrate these transaction journals with any accounting system of your choice to prepare your financial statements such as balance sheets, and profit and loss statements.
Example: Chart of Accounts and Dual Journal Entries: Explore an example to understand how chart of accounts are set up and how dual transaction journals are created based on the configured general ledger accounts and account assignment rules.
Generate Pay Now Links for Business Accounts: Collect invoice payments against the correct business account by generating Pay Now links. Your customers pay as a guest with their preferred payment method and can save it for future use.
Get Started with Billing: Turn on Billing to efficiently set up, manage, and run billing for your sales models. Tailor the experience of using Billing for all users using permission sets to give them precise access to what they need.
Record Creation for the General Ledger Account Assignment Rule: When billing transactions are Posted, Canceled, Voided, or Processed and they match the defined filter criteria and journal entry rules, then dual transaction journals are created for the defined general ledger accounts for each general ledger journal entry rule.
Guided Setup for Billing: Admins can use the Billing Guided Setup for a step-by-step guidance to complete key tasks that are required to set up Billing.
Initiate and Monitor Dunning Orchestration: With the dunning orchestration solution set up and enabled on the Billing Settings page, you can initiate automated dunning on your collection plans.
Send Invoice Emails in Bulk from Invoice Batch Runs: After an invoice batch run completes and the invoice PDF documents are generated for the posted invoices of the invoice batch run, send invoice emails in bulk to your customers who opted for invoice delivery through email. Attach invoice PDF documents to the emails based on the selected preferences.
Invoice Aging Summaries on Accounts and Orders: See an aging summary of account invoices so that sales reps and accounts receivable teams can prioritize collections without opening each invoice. The Invoice Aging for Account component shows invoice counts, overdue invoices, aging buckets, and average and maximum invoice age on Account and Order pages.
Add Invoice Aging for Account to an Account or Order Page: Add the Invoice Aging for Account component to an Account or Order page in Lightning App Builder. Sales reps and accounts receivable teams then see overdue invoices, aging buckets, and average invoice age without opening individual invoice records.
Invoice Aging: Group open invoices by how long they’ve been outstanding, and add an aging summary to Account and Order pages.
Invoice Batch Run Process: Invoice batch runs stream invoices by processing billing schedules in parallel. Track each stage of the invoice batch run to monitor progress and status.
Create Standalone Invoices or Import External Invoices: Use the Invoice Ingestion API to create standalone invoices by providing the required details to import invoices from an external system. You can also use the API to generate invoices from debit memos.
Delete Invoices: Delete invoices in Agentforce Revenue Management to correct billing errors, remove duplicate invoices, or clean up invoice drafts.
Generate a Batch of Invoice PDF Documents: After a batch of draft or posted invoices are generated by an invoice batch run, generate PDF documents for those invoices.
Generate Invoice PDF Documents: After invoices are generated, manage invoice document templates, and then generate PDF documents for a batch of invoices or for an individual invoice.
Generated Invoice PDF Document Details: When you click Generate Invoice Documents or Generate Invoice Document, the action is triggered to create a Document Generation Batch Process or Document Generation Process record with a status of In Progress. Once the status changes to Success, it means the invoice PDF document has been generated.
Generate Invoices in Revenue Management: Schedule invoice runs to generate invoices from billing schedules or generate invoices directly from accounts or orders. Create standalone invoices or import invoices from an external system.
Generate Invoices for Accounts or Orders: Generate all the pending invoices of your customers in one go and on-demand. You can also generate consolidated invoices on-demand based on the invoice group type of the related billing schedules.
Invoice Line Summary on Invoice Records: See invoice lines grouped by product, including usage resources that belong to the same usage product. Invoice Line Summary rolls related lines into one hierarchy, so you can understand and explain one-time, recurring, usage, overage, and milestone charges without scanning the invoice line by line.
Send Invoices Through Email: Ensure regional compliance by sending invoices through emails to your customers after the invoices are posted and before the payment due date. Customize your preferences at various levels in your Salesforce org to choose the way emails are delivered to your customers.
Example: Preview Invoices for an Order: This example shows how Billing generates preview invoices when an order includes products with different billing frequencies.
Generate Invoice Previews with the Invoice Preview API: To generate preview invoices by using the Invoice Preview API, create and activate a custom procedure plan definition for the object that you want to preview invoices for. The Invoice Preview API uses the procedure plan to generate invoice previews. A custom procedure plan creation isn't required to use the Invoice Preview API for orders, accounts, and billing schedule groups.
Preview Invoices: Preview invoices for the next two billing periods of orders, quotes, accounts, or billing schedule groups to verify order products, discounts, amendments, cancellations, and tax calculations.
Invoice Risk Score (Pilot): Invoice Risk Scoring uses invoice data and predictive AI to estimate the likelihood that payment for an open invoice will be delayed beyond its due date. Learn how risk scores and risk levels are displayed on invoice records to help identify potential payment risks.
Configure the Scoring Framework Template (Pilot): After you configure the scoring framework template, set up the predictive AI model by defining the data space, training data, risk score thresholds, and input features.
Set Up Invoice Risk Scoring to Predict Risk Scores for Invoices (Pilot): A risk score for an invoice predicts the likelihood that payment for an open invoice is delayed beyond its due date. The score estimates the probability of late payment based on patterns and signals such as historical payment behavior, invoice aging, outstanding balances, customer payment trends, dispute history, and other relevant account characteristics.
Create Use Case for AI Accelerator (Pilot): After configuring the Scoring Framework and creating the Copy Field Enrichment, create and configure a machine learning use case in AI Accelerator. The AI Accelerator use case connects the trained Invoice Risk Score model to your Salesforce org so that risk predictions are accessible on invoice records.
Configure Scoring Framework (Pilot): Use the prebuilt Scoring Framework configuration template type to install and configure the scoring app. This app creates and trains the Predictive AI model to project invoice risk levels.
Turn On Legacy AI Model Creation (Pilot): Legacy AI Model Creation allows the system to create predictive AI models with the appropriate runtime configuration required for invoice risk scoring.
Schedule Data Transform for Scoring (Pilot): After successfully installing the Invoice Risk Scoring app, schedule the data transform to compute risk scores on your latest open invoices.
View Invoice Risk Scores (Pilot): After configuring Invoice Risk Scoring, you can view the predicted risk scores and risk levels on invoice records.
Convert Automations to Asynchronous for Invoice Batch Runs: Identify active flows and Apex triggers on Billing objects and convert them to asynchronous processes before you schedule an invoice batch run. Synchronous automations can stop a run or leave invoices in Draft In Progress, Posting In Progress, or Error.
Generated Invoice Details: View the relationship between invoice lines in invoice line bundles generated for billing schedule group bundles. For amended billing schedules, eliminate manual calculations by automatically generating consolidated invoices. The amounts on invoice lines that are generated for amended, canceled, and renewed assets are matched to the corresponding billing schedule amounts, ensuring accuracy. The invoice lines generated for usage resources contain the consumed quantity and the applied overage charges. The invoice lines generated for orders with quantities in decimals inherit the same quantity and unit of measure.
Manage Invoices by Using APIs or Flow Actions: Use APIs or Flow actions to generate and update invoices, recover the latest generated invoices for billing schedules, void posted invoices, and send emails with posted invoices.
Issue Refund Against a Credit Memo: Return an available credit balance to a customer by issuing a refund against a credit memo, paid to a saved payment method on a third-party gateway.
Legal Entities: A legal entity defines how your organization is structured. In Revenue Management, you can create multiple legal entities, which define the billing and tax information for an order product. If you have customers and business segments in different tax locations, use multiple legal entities to govern the use of tax treatments, billing treatments, finance periods, and finance books.
Importance of Legal Entity Accounting Period Closure: Closing an accounting period, both at the legal entity level and the enterprise accounting period level, is a formal act that signifies all transactions within that period are posted from sub-ledger to your enterprise general ledger.
Reopen a Legal Entity Accounting Period: Reopen legal entity accounting periods to reconcile any previous journal entries. This exercise helps maintain accurate and compliant financial records during accounting period closure.
Close Legal Entity Accounting Periods: Maintain financial data integrity and accurate reporting by finalizing all transactions and closing the legal entity accounting periods at the end of their related accounting periods.
Legal Entity Accounting Periods Closure and Reopening: Close legal entity accounting periods and accounting periods after their duration ends to maintain data integrity. Reopen legal entity accounting periods to reconcile receivable transactions.
Assign Legal Entities to Accounting Periods: Assign legal entities to accounting periods, and associate each billing transaction to a specific accounting period of a legal entity.
Considerations and Result: Review the considerations for selecting a valid accounting period. Learn how legal entities assigned to accounting periods are automatically populated on the billing transactions.
Legal Entity Automatic Population, Usage, and Considerations: Legal entity is a required value for financial accounting. It's either specified or automatically populated when billing transaction records are created. Explore the usage of legal entity and considerations of editing legal entity on the billing transactions.
Manage Billing Disputes: Fragmented billing dispute processes often lead to payment delays and poor customer experience. By using the dispute management feature, you can streamline the intake and resolution process for common billing requests and disputes. Install prebuilt service process templates by using Unified Catalog. Your billing specialists and customer service representatives can initiate cases directly from the Account record page, and quickly capture, validate, and resolve common inquiries, all from a single catalog. Billing portal users can raise service requests through the self-service Billing portal.
Manage Invoice Document Templates: Choose the default invoice document template, add your company logo, and assign a template to a billing profile. The same template resolution applies to batch and individual invoice document generation.
Migrate Tokenized Saved Payment Methods: Expand your payment ecosystem by bringing in externally tokenized payment methods into your Salesforce org. Bring in external payment method tokens generated by using buyer-facing portals or the Self-Service Billing portal, and save them as payment methods in your Salesforce org. These externally saved payment methods are immediately available for use in payments batch processing.
Milestone Billing for Amended, Renewed, and Canceled Assets: Handle milestone plans during amendments, renewals, and cancellations to ensure accurate billing. By default, milestone-based billing doesn’t create new milestone plans or plan items for amend or renew orders. When the Support Milestone Plans for Amended Billing Schedules setting is enabled, Billing creates or links a milestone plan to the amendment schedule and recalculates milestone dates and amounts from the amendment start date.
Method 2: Create Billing Milestone Plans and Plan Items: Create billing milestone plans, and then create billing milestone plan items to specify how billings are scheduled based on the completion of specific project milestones throughout the lifecycle of the order product.
Define Billing Milestones: Milestone billing is a flexible billing method where customers are billed at specific project checkpoints.
Configure Milestone Billing: Bill projects in installments based on milestone achievements or predefined dates. Align payments with project progress and enhance customer satisfaction through timely invoicing.
Method 1: Configure Billing Milestones Using Billing Treatments: Create billing milestone plans and billing milestone plan items from billing treatment and billing treatment items and apply them to one or more products. This method is ideal when multiple products follow the same milestone billing pattern. You can edit the billing milestone plans for individual order products without affecting the billing treatment.
Milestone Billing Example: Explore an example that shows how milestone billing ties invoices to project progress. Structured invoicing at key delivery points improves revenue accuracy, builds customer trust, and supports financial planning.
Bill for Multiple Terms in a Billing Period: Your sales reps can now set up flexible terms for billing subscriptions whether it’s every three weeks, every five months, or every two years. For example, to bill a subscription every three months, your sales reps can set the billing frequency to monthly and billing term to 3 on the order product. Billing automatically calculates the correct amount for the combined period and sets the next billing date accordingly.
Billing Operations Console: Monitor invoices, credit memos, and invoice schedules with ease. Manage billing transactions effectively with timely insights into revenue transaction log errors and failed invoices.
Billing in Revenue Management: Billing takes billing schedules through invoicing, payment, and accounting. Billing creates those schedules when you activate an order in Revenue Management, or when you use the Create Standalone Billing Schedules API.
Partner or Custom Tax Engine: When you need complex tax jurisdictions or already use a tax vendor, you connect a partner tax app or your own tax engine. The TaxEngineAdapter Apex interface retrieves information from the tax engine and evaluates the information to define tax details.
Payment Batch Run Overview: At the start time of the payment scheduler, payment batch runs start processing payment schedule items based on the defined criteria.
Automate Payment Reconciliation: Accelerate cash collection by automating payment reconciliation between the payment advice records your customers send and the payment proofs your bank confirms. Billing uses Document AI to extract payment data from payment advice documents, lockbox files, or emails, and automatically matches the payment data against payment proofs such as bank statements. Your accounts receivable team can then review all matched and unmatched transactions.
Understand How Document AI Maps the Payment Advice Into Tables and Columns: Consider the sample payment advice (such as a remittance advice) and the sample payment proof (such as a bank statement) for a single $10,000 bank transfer from Acme Corp against two invoices. Document AI reads each document and writes the values into the corresponding columns.
Understand How Payment Reconciliation Evaluates a Match: Payment reconciliation first checks whether the currency ISO code matches between the payment advice and payment proof documents. If yes, then it compares each payment against three criteria and records how closely the values align, so your accounts receivable team can review the results.
Reconcile Payments and Review Results: Payment reconciliation connects the data you prepared in Data 360 with your billing records. After you share your payment advice and payment proof documents through the connector of your choice, Data 360 ingests them, Document AI extracts the data, and your batch data transforms convert it into the fields that Billing needs. When you run the reconciliation transforms, Billing pulls in this data, matches each payment advice against the bank’s payment proof and your open invoices, and creates reconciliation records. Your accounts receivable team then reviews the matched and unmatched records.
Set Up Payment Reconciliation: Set up payment reconciliation by preparing your payment data in Data 360 and deploying the payment reconciliation data kit that Billing uses to match payments against your invoices.
Create a Custom Batch Data Transform: After Document AI parses your payment advice and payment proof files, convert the numeric and text fields that represent currency and date values into the currency and date data types that payment reconciliation requires.
Establish Data Connection with Data 360: Billing uses unstructured Data 360 connectors to ingest unstructured data in payment documents such as payment advice documents and payment proof documents.
Deploy the Payment Reconciliation Data Kit: The Payment Reconciliation data kit bundles the data model objects, batch data transforms, data actions, and a data action target that reconcile your payments.
Process Data by Using Document AI: Use Document AI to extract structured data from the ingested payment advice and payment proof documents. Document AI reads each document and writes the extracted values into an output data lake object (DLO), a structured table whose columns represent the fields that you want to capture. You define one output DLO for payment advice and one for payment proof, and Document AI populates them as it processes your documents. Edit or delete any fields or tables in a DLO as needed.
Set Up the Ingestion API Connector: Upload and save a JSON-formatted schema to create the output data lake objects (DLOs) for payment reconciliation.
Create a Vector Search Index: Enhance the searchability of your data by creating a vector search index on the Account object.
Troubleshoot Common Payment Reconciliation Issues: Resolve common issues that can occur when you set up and run payment reconciliation, such as connector failures, missing data, a stale Process Content refresh, or empty Document AI output.
Schedule Payment Batch Runs to Process Payments: Set up a payment scheduler with specific filters to automatically process payments for your transactions. Payment batch runs process existing payment schedules and payment schedule items to collect the corresponding payments, and then apply them to invoices based on the payment application level.
Payment Schedules and Payment Schedule Items: Payment schedules contain information about a set of payments that a customer wants to pay at different times for a certain record. A payment schedule contains one or more payment schedule items, where each item represents one payment to be processed.
Create Payment Terms: Negotiate and define payment terms to set a due date for payments and collect payments in a timely manner. You can anticipate or enforce the date by when payments for outstanding invoices must be paid.
Examples: Payment Terms: Explore two examples that demonstrate how payment terms determine the payment due dates for invoices.
Process Payments and Issue Refunds in Revenue Management: Complete your cash journey by making payments for posted invoices and issuing refunds when needed. Settle open invoice balances in a timely manner and accurately report cash flow by collecting and applying payments. Refund your customers if they change or cancel products or services that they paid for.
Process Payments and Issue Refunds by Using APIs: Use a suite of APIs to process payments and issue refunds. Authorize and capture payments by using native payment gateways, reverse payment authorizations, tokenize payment methods, and save card details for processing recurring payments. Create and update payment schedulers, and allocate or unallocate payments. You can process ad hoc payments, and refund your customers if they change or cancel products or services that they paid for.
Group Multiple Invoices into a Single Payment Request: Reduce payment gateway calls and gateway transaction fees by combining multiple invoices of an account into a single payment request. When you post invoices for an account, Billing automatically consolidates qualifying invoices into one payment schedule and one payment schedule item.
Plan Your Billing: Create legal entities, billing policies, payment terms, and billing profiles to match your business structure and customer billing preferences.
Define Billing Policies and Billability Rules: Define billing policies, treatments, and treatment items to generate invoices that suit your sales models. Specify product billability rule criteria to define whether you want to bill your products in advance or in arrears, whether specific products are billed, and other conditions.
Generate Invoice Previews and Preview PDF Documents: Generate invoice previews without generating an actual invoice and then generate PDF documents for the invoice previews. Share the PDF documents with your customers to reduce billing disputes.
Initiate Automated Refunds on Negative and Canceled Invoices: During subscription changes such as a quantity reduction or cancellation, Billing generates a negative invoice which then gets converted to a credit memo. This action triggers the automated refund process, where Billing automatically initiates the refund to the original payment method.
Issue Refunds and Settle Balances: A refund returns an amount that a customer no longer owes, such as an overpayment or an available credit balance. Billing issues a refund either automatically, after you cancel or reduce a subscription, or on demand, when you want to settle a customer’s available credit balance by using a credit memo.
Retry Failed Payments: Failed payments slow down cash flow and can lead to lost customers. When you enable automatic payment retries, Billing handles payment failures seamlessly and reprocesses each failed payment without manual intervention. You define a payment retry strategy that applies to all failed payments, with retry rules based on error categories such as insufficient funds or payment processing issues. For greater control and flexibility, you can define retry rules based on specific payment gateways and gateway-specific error codes. For each rule, you can configure the retry intervals that determine how often Billing can attempt to reprocess the failed payment. Additionally, you can set the maximum number of retry attempts, after which Billing either tries an alternate payment method or marks the payment request as failed.
Review Split Invoices Before Posting, Voiding, or Deleting: Before you post, void, or delete an invoice from a billing arrangement, review the related split invoices on the Split Invoices tab. Each card shows status, account, total with tax, settlement status, bill-to contact, billing profile, and invoice date.
Invalid Match ID During Payment Application: When a payment is applied using the Match ID rule, the invoice ID specified on the payment record is validated. If the referenced invoice is deemed invalid, the payment is applied to the next available invoice based on the subsequent rule in the sequence.
Example: Apply Rule-Based Credits and Payments: Explore an example to understand the setup of rule-based credits and payments in your Salesforce org, and how credit memos and payments are applied to posted invoices of the same account.
Configure Saved Payment Methods for Revenue Management: Collect one-time or scheduled recurring payments by securely saving the payment methods of your customers, rather than manually entering payment method details each time a payment is processed. Save various payment methods from native or third-party payment gateways, and set a default saved payment method for each account.
Add the Billing Schedule Details Component to a Group Page: Give billing operations and sales teams a timeline and summary metrics on the Billing Schedule Group page. In Lightning App Builder, drag Billing Schedule Details onto the page, then save and activate the page.
Update Billing Schedule Groups: Update billing schedule group fields at any time. You can update the billing day of month, next billing date override, billing and shipping addresses, tax treatment, and the payment term of a billing schedule group.
Bill Day of Month: Bill day of the month is the day of the month on which a recurring billing process is scheduled to occur to generate invoices from billing schedules.
Billing Start Month: The billing start month indicates the month when billing begins for an annual subscription. For example, if billing starts in January, the value is 1; if billing starts in June, the value is 6.
Next Billing Date Override: The next billing date override overrides the next billing dates of all the billing schedules.
Manage Billing Schedules and Billing Schedule Groups: Billing schedules define when and how an order product is invoiced. Billing schedule groups contain one or more billing schedules. Both of these are created and updated as a result of creating, amending, and canceling orders. You can generate billing schedules directly from transactions in external systems, or from any Salesforce object by using Create Standalone Billing Schedules API. To generate billing schedules from orders, use the Order to Billing Schedule flow, Create Billing Schedules for Orders API, or Create Standalone Billing Schedules API.
Generate Billing Schedules from Orders: Generate billing schedules from orders by using a flow or an API. To automatically trigger the generation of billing schedules when the order is activated, use the Order to Billing Schedule flow. To generate billing schedules for orders by using API, use Create Billing Schedules for Orders API or Create Standalone Billing Schedules API.
Add Billing Components to LWR Experience Cloud Sites: Add billing self-service capabilities to any Experience Cloud site that uses Lightning Web Runtime (LWR) templates, including a site that you build yourself. Drag the Posted Invoices, Invoice Line Viewer, Self-Service Payment Sheet, Self-Service Payment Confirmation, and Manage Saved Payment Methods components onto your pages so that customers can view invoices, pay outstanding balances, and manage their saved payment methods from your own branded site.
Self-Service Billing Portal: The self-service billing portal is a customer-facing Experience Cloud site that enables end users and community users to raise and track their billing inquiries and disputes. Your customers can view and download invoice PDF documents and quickly pay the outstanding balances of invoices by using supported payment methods. The self-service portal minimizes manual intervention and improves cash flow and customer satisfaction.
Pay Invoices with the Self-Service Billing Portal: Set up the Self-Service Billing Portal so that your customers can view invoices, download invoice PDF documents, pay outstanding balances, and manage their saved payment methods. If your site uses Aura templates, add the Saved Payment Methods for Aura component to the site.
Raise Billing Inquiries and Invoice-Related Disputes: The self-service Billing portal serves as the customer-facing gateway that transforms manual, phone-based dispute processes into a streamlined, transparent self-service experience. The Help Center tab provides a catalog of available billing service processes. The Cases tab shows all cases and their statuses for the customer account.
Send Level 2 and Level 3 Payment Data Through Your Payment Gateways: Level 2 and Level 3 processing data are the additional line-item and transaction-level details passed during credit card authorization. Use Level 2 and Level 3 data mainly for business-to-business and business-to-government corporate card transactions to lower fraud risk and get richer reporting. When Level 2 and Level 3 data support is enabled, Billing automatically includes additional transaction data in payment requests that you send through native and third-party payment gateways.
Configure Sequence Policies: Define the sequential number structure and the filters for choosing which invoice or credit memo records to number.
Sequential Invoice and Credit Memo Number Assignment: When you post an invoice or a credit memo record, the system evaluates all active sequence policies. If the target object matches the selection conditions of a unique sequence policy, the system assigns the next available sequential number based on that sequence policy to the target object record.
Manage Sequential Numbering by Using APIs: Use APIs to create and update sequence policies, assign sequence pattern values to records, and restore missing sequence values.
Sequential Numbering in Revenue Management: Use a sequence policy to configure automated sequential numbering for your invoices and credit memos. Generate unique, gapless numbers to create fully traceable records for financial audits.
Set Up Billing Service Assistance Agent for Experience Cloud: Configure service access, security, and data sharing so that external users can securely interact with Billing Service Assistance Agent through Embedded Messaging in an Experience Cloud site.
Billing Settlements Central: Access invoices, payments, credit memos, and debit memos with ease from a single console. Perform settlements and adjustments, track balances, and act from a single console. Reduce navigation, gain visibility into outstanding balances, and support efficient billing through in-context actions and customizable views.
Set Up Billing: Enable Billing, assign the required permission sets, and set up features.
Set Up Additional Billing Features: Beyond the core functionality, you can set up and configure various additional Billing features to extend its capabilities. This allows you to tailor Billing to your specific business requirements.
Set Up Credit Memo Features: Set up Billing to automatically create credit memos from negative invoice lines and apply them to settle outstanding invoice balances, and to configure whether credits apply to invoices or invoice lines.
Select Default Billing Treatment, Tax Treatment, and Legal Entity: If there's no billing policy specified for order products, the default billing treatment defines how those order products are billed. The default tax treatment is used with all order products unless overriden on specific order products or tax policies. The default legal entity is used with quotes and orders to calculate taxes unless overriden for specific quotes and orders.
Turn On PDF Document Generation for Billing: Before Billing can create PDF documents for invoices, invoice previews, account statements, and other custom documents, enable server-side and batch document generation, then turn on Document Generation in Billing Settings. Batch document generation is required to generate invoice PDF documents from an invoice batch run.
Set Up Financial Accounting Features: Make sure that every billing transaction is compliant with double-entry accounting principles by automatically generating dual transaction journals, each containing both a credit and a debit entry to maintain balanced records. Select a default Data Processing Engine definition that's run to close legal entity accounting periods when your Billing operations user initiates their closure. Set up Billing to show transaction amounts in both the transactional currency and your corporate currency.
Capture Taxes at Header Level: Use a single consolidated tax amount at the invoice header level for invoices and credit memos.
Set Up Milestone Plans for Amendments: Create or link billing milestone plans to amendment billing schedules and recalculate milestone dates and amounts from the amendment start date.
Automatic Conversion of Negative Invoice Lines into Credit Memo Lines: In certain billing scenarios, an invoice line can be generated with a negative charge amount. This typically occurs when you amend an order to decrease the quantity of a product and generate an invoice for the amended product, or generate an invoice for an order product that has a negative price. Automate conversion of large volumes of such negative invoice lines to credit memo lines, and the application of these credit memo lines to invoices.
Create Payment Retry Rule Sets and Payment Retry Rules: Define payment retry rule sets and payment retry rules and configure Billing to automatically retry failed payments for specific error categories at various time intervals.
Configure Payment Features in Billing: Set up Billing to automatically create payment schedules and payment schedule items for posted invoices, share payment accounts, retry failed payments, pass payment metadata via payment gateways, issue refunds, apply credits and payments to settle the balances of invoices or invoice lines, and automate dunning orchestration.
Set Up Native Payment Gateways by Using Salesforce Payments: Accept electronic payments from your customers on Stripe and Adyen payment gateways by using the Salesforce Payments native payment service. Create new Stripe merchant accounts or connect your existing Adyen merchant accounts by using Salesforce Payments.
Set Up Payment Features for Revenue Management: Set up Payments to streamline the management of the entire payment lifecycle. By establishing a secure connection with native and third-party payment providers, you can directly process payments for customer transactions within your Salesforce environment.
Turn On Sequential Numbering Features: Apply unique, gapless sequence numbers to transaction records to ensure financial compliance and a clear audit trail. You can also mandate assigning an invoice number to every posted invoice.
Set Up Third-Party Payment Gateways: Bring your own third-party payment gateways to process payments and issue refunds. Set up and add external payment gateways, and then connect them to Billing.
Revenue Standard Tax Engine: Organizations often face challenges when managing taxes. Common issues include dependency on external tax vendors for simple scenarios, extra licensing and per-transaction costs, performance overhead from external API calls, and regulatory or data residency constraints. These challenges make tax management more complex and costly than necessary. The revenue standard tax engine addresses these issues by enabling internal tax calculation and storage for predictable tax structures. By handling simple tax scenarios internally, organizations can streamline their Revenue Management processes.
Understand How Revenue Management Determines and Applies Tax Rates: When you use the Revenue Standard Tax Engine, Revenue Management calculates taxes for transactions by matching the transaction record field values to the configured tax rates. These values include the shipping address, product code, legal entity, and currency ISO code. You can also match custom tax rate fields. Revenue Management uses the Revenue Standard Tax Entries decision table, or a cloned decision table that you associate with the tax engine, to perform this matching.
Revenue Standard Tax Engine Example: Explore an example that shows how the Standard Tax Engine applies multiple tax rates to an invoice based on location, currency, and product criteria.
Customer 360: Review a customer’s billing activity from one account view, and generate statements of account.
Supported Payment Methods for the Self-Service Billing Portal: Give your customers more flexibility to pay invoices by configuring additional payment methods, including digital wallets, bank debit methods, and buy now, pay later options, in the Self-Service Billing Portal.
Manage Suspend and Resume Billing: Suspend billing from an account or billing schedule group, then update the resumption date or cancel the suspension.
Suspend and Resume Billing: Pause invoicing temporarily for an account or billing schedule group without canceling its billing schedules. Suspensions defer charges but don’t waive them.
Additional Tax Information: After you choose a tax engine, Billing uses tax policies and treatments to decide how invoices are taxed. You can also capture a consolidated tax amount at the invoice header. Billing then calculates tax and stores tax totals on the invoice.
Override Addresses on Invoice Lines: When you separately bill certain order products of an account, you can specify different tax addresses on the invoices of those order products. This flexibility ensures accurate tax calculations and compliance with regional tax regulations because the tax address is important for calculating tax. Also, your customers benefit from the enhanced accuracy in their financial documentation.
Tax Calculation for Invoices: Configure how taxes are calculated on the billing amounts of your taxable products or services, or import tax amounts calculated by an external system.
Tax Calculation Solutions: When you set up tax calculation, match each product’s tax needs to a partner or custom tax engine, the Revenue Standard Tax Engine, or imported tax lines. You can use more than one tax engine when products have different tax needs.
Prerequisites for a Partner or Custom Tax Engine: If you want to calculate taxes by using your own tax engine or by integrating the Billing TaxEngineAdapter Apex interface with a partner app, complete these prerequisites.
Create a Tax Engine: Create a tax engine record that Billing uses to calculate tax. Set the type to Revenue Standard Tax Engine. When you extend the Revenue Standard Tax Engine, associate a custom metadata type and a decision table.
Configure Additional Tax Identification Details: Send additional tax identification details to your external tax engine. Meet regional tax compliance requirements by storing tax identification and exemption information on the Billing Account and passing it to the tax engine.
Configure Tax Rates: Use the Revenue Standard Tax Engine to calculate taxes natively in Revenue Management. Define tax rates and use the built-in decision table to determine applicable taxes for products.
Set Up: Create tax policies and treatments before you configure a tax engine. You can also capture taxes at the invoice header.
Understand Exclude From Billing: When you set Exclude From Billing on a billing treatment value to Yes, the system skips creating billing schedules, billing schedule groups, and invoices for order items that aren’t ready for billing. Instead of delaying the entire order, you can exclude specific order items and continue processing the rest. When the excluded order items are ready, set Exclude From Billing to No, or assign a billable treatment to the order item, and then reprocess the order so the system reevaluates the items.
Understand Billing Treatment Resolution: The billing treatment field of an order product determines how it is billed. If the billing treatment is missing on the order product, an attempt is made to resolve the issue and assign an active billing treatment during the resolution.
About Period Boundaries and Billing Day of Month: You can adjust when billing periods start and how charges are calculated by using flexible date settings that align with your business model and customer preferences. You can use the Period Boundary, Period Boundary Day, and Period Boundary Start Month fields on the order product, to define when billing begins, how billing periods are segmented, and how proration is applied. The period boundary on the order product defines how the billing period is calculated. The Billing Day of the Month field on the Billing Schedule record specifies the day you expect to bill the customer. Together, these fields define how billing periods align with the transaction timeline and how Billing in Revenue Management calculates and groups charges on invoice lines.
Understand Invoice Date, Target Date, and Billing Period Count: Before you schedule invoice batch runs, learn how invoice dates are determined, how billing schedules are selected, and how many billing periods are processed for each schedule. You can also process a specific number of billing periods without relying on a target date.
Tax Interface Extension: Handle tax calculation needs that go beyond standard integrations, capture the right data for audits, and adapt to new requirements through configuration instead of custom code.
Tax Implications of Invoice Voids: Learn how voiding an invoice cancels its associated taxes and affects the status of related credit memos.
Write Off Invoices: Write off unpaid or partially paid invoices when the balance on the invoice is deemed uncollectible. To maintain accurate accounting, the system automatically creates and applies credit memos to write off the uncollectible balance on the invoice.
Impact of Invoice Write-Offs: Invoices are written off by creating and applying credit memos to settle invoices. These credit memos are applied to the invoice or invoice lines based on the credit application level on the Billing Settings page.
Aggregate and Aggregate Group: An Aggregate step performs a SUM, AVG, MAX, or MIN function on multiple runs of the preceding steps in an expression set version. Aggregate Groups run the previous steps in the version one time for each set of input values, and then aggregate the results of the steps based on the aggregation logic. Aggregate Groups can have these step elements: Aggregate and Calculation. You can also use Business Elements in an Aggregate Group, if the elements are shipped with your Industries cloud and available in your Salesforce org. Aggregate is always the first step element in an Aggregate Group. Aggregate steps can only be part of Aggregate Groups and can’t be used as standalone elements in an expression set version.
Best Practices for Optimum Performance and Scalability of Decision Tables: When you use decision tables for your decision-making process, it's important that you optimize them for scalability and performance. Scalability refers to the ability of decision tables to handle large datasets without compromising performance. Performance makes sure that decision tables operate at their highest efficiency with minimal latency and reduced processing time.
Branch: A branch step element can have multiple conditional paths that an expression set version can take based on the priority that you assign to each path. A branch can have up to six paths, including the default path. Paths have priorities in a descending order from left to right. The left-most path has the highest priority. In a non-default path, the first step is the entry condition for the path. This condition determines whether to enter the path. If the branch step doesn't meet the entry conditions for the paths, it takes the default path—the path with no entry condition.
How to Bring External Data into Business Rules Engine: Review the methods and processes to bring data from your external systems into Business Rules Engine, and choose the method that best suits your business requirements.
Business Element: Business elements perform the action that’s defined in the element. Each business element can have a specific purpose based on your cloud’s use cases. If a business element is available in your Salesforce org and is specific to the usage type of your expression set, then you can use it as a step in your expression set version.
Calculation: A calculation step element performs functions and mathematical operations on expression set resources—constants, variables, field aliases, and list variables.
How to Choose Between Standard and Advanced Decision Table Types: Optimize your rule management based on the size and complexity of data by selecting the right decision table type. This categorization improves system performance and storage efficiency, ensuring fast and scalable decision-making processes. Customize your tables to improve flexibility and resource allocation.
Compare Expression Set Runs with Decision Explainer: To analyze why an expression set generated different outputs for each run, enable Decision Explainer for expression set versions, and then use the Compare option on the Decision Explainer Log History component. Decision Explainer logs are generated in the context of object records that an expression set is run for. To use the Compare option, the Decision Explainer Log History component must be enabled on the record page of the object within whose context the expression set is run.
Conditional Group and Condition: A conditional group step element runs a group of steps if the expression in the condition element in the group evaluates to true. A conditional group can have these step elements: condition, calculation, lookup table, and subexpression. A condition step element is always the first element in the group. A condition step runs the step that follows if the condition expression evaluates to true. A condition step can only be used as part of a conditional group element, and not as a standalone step element.
Contains Operator in Decision Tables: Use the Contains operator to retrieve an output if the decision table row value is an exact match or subset of the query value. The Contains operator is case-sensitive and applies only to input fields in the decision table.
Create a Local List Variable in an Expression Set Version: Store the definition’s context tag values in the expression set version using local list variables. In an expression set, local list variables are hierarchical resources (you can create parent and child hierarchies with them), while variables and constants are flat resources.
Create Versions of CSV-Based Decision Tables: When you use CSV as the source data for your decision table, you can maintain multiple versions of the decision table. You can activate multiple versions, and assign ranks for managing conflicts.
How to Design a Grouped Decision Matrix (Example): When your business requires you to have multiple similar matrices with the same input and output headers, consider creating a grouped matrix. Learn how to create a grouped decision matrix and call it from an expression set version.
Does Not Match Operator in Decision Tables: Use the Does Not Match operator to retrieve an output if the query value does not match the decision table row value and is also not a subset of the decision table row value. The Does Not Match operator is case-sensitive and applies only to input fields in the decision table.
Decision Table Asynchronous Events: Trigger actions when decision table operations like Activation, Refresh, or CSV uploads complete asynchronously.
Edit Decision Tables with CSV Files: Download an existing decision table as a CSV file, make bulk edits directly in the file, and upload it back. You can either append new rows of data to an existing table or overwrite the existing values.
How to Create an Expression Set That Uses Context Definition: This example shows how to associate a context definition with an expression set, and how to use the local list variables in the expression set version. The example also shows how to verify if the expression set version works as expected.
Expression Set Templates: An expression set template is a file-based expression set with prebuild a new expression set or an expression set version.
Add Decision Explainer Messages to Prior Authorization Requests: Create expression set message templates where you add the success and failure explanation messages for the elements you want to show the explanations. Then, assign these templates to the respective elements in the Expression Set Builder.
Create Health Cloud Accounts: Before you set up Business Rules Engine features with Health Cloud, create a few accounts with sample data that you can use when you configure the scenario.
Create a Context Definition for Health Cloud Objects: Use Context Definition nodes and attributes to create a context definition for the Health Cloud objects and fields. Then, map the nodes with the corresponding objects, and map the attributes with the corresponding fields.
Create a Decision Matrix for Benefit Service Codes: Create a decision matrix to assign the prior authorization required status for the service codes defined in the Health Cloud objects and also for a few undefined ones.
Create an Expression Set for Prior Authorization Determination: Use an expression set to create a rule to determine the prior authorization and member plan status of a service. Add a List Group element in the expression set to fetch the Health Cloud object fields from the context definition that you created earlier. Based on the prior authorization and member plan status, calculate the coverage benefit associated with the service and its approval status.
Create a Flow for Prior Authorization Check: A Salesforce Flow brings the Context Service and Business Rules Engine components on a single platform and helps you run the scenario to experience how these components work together to give the expected results. Create a flow to test the Health Cloud scenario and verify if you're getting the expected results. In this flow, you first add a screen component to capture the user inputs. Then, use the Get Records elements to fetch the Context IDs that you use to hydrate context data. Add a loop element to find the prior authorization and benefit details for each service code. Use a Build Context action element inside the loop to hydrate data from the Member Plan object and its child nodes. Then, add an action element to call the expression set that uses the hydrated data to get the prior authorization check status for each service code and the corresponding coverage benefit details and approval status.
Create Plans and Benefits: Create Member Plans, Purchaser Plans, Coverage Benefits, and Coverage Benefit Items to ensure that the Health Cloud prior authorization workflow accurately reflects the rules and coverage details required to assess user eligibility and calculate benefits. These objects are the data sources for context definition and Business Rules Engine.
Run Health Care Prior Authorization Check Scenario: Run the Health Care Prior Authorization Check flow to execute the Prior Authorization scenario and experience how Business Rules Engine performs calculations and provides the results.
How Business Rules Engine and Salesforce Flow Enhance Digital Process Automation: Discover how Business Rules Engine and Salesforce Flow work together to enhance decision-making and reduce the complexity of your automation workflow. Salesforce Flow is a powerful tool for automating processes and defining business logic. Business Rules Engine offers distinct advantages for handling complex, dynamic rule-based decision-making at scale. Business Rules Engine complements Salesforce Flow for managing advanced rule-based logic.
How Result Filters Work: When you create a decision table, you can specify how you want the table’s results to be filtered. The filter you choose determines whether you get a single matching result or multiple. If there are multiple results, filtering also determines the order in which the results appear.
Learn and Explore: Learn how Business Rules Engine can help your business and customers. Understand its core functionality, create a trial org, and learn how to get started.
List Branch: In an expression set version that's associated with a context definition, a list branch step element lets you build if-then-else rule conditions directly on list data from the context.
List Group and List Filter: A list group step element filters items in a list based on the filter conditions, and then performs further operations on the filtered list. A list group can have these elements: list filter, calculation, lookup table, and business element. A list filter is always the first step in a list group, and defines how items in list variables are filtered. A list group can have only one list filter, but multiple calculation, lookup table, or business elements.
Local List Variables in Expression Sets: You can also use local list variables to store the definition’s context tag values in the expression set version. In an expression set, local list variables are hierarchical resources (you can create parent and child hierarchies with them), while variables and constants are flat resources.
Lookup Table: A lookup table step element matches your input values with the input rows in a decision matrix or a decision table. The table then returns the matching row’s output to the expression set version that the table is used in.
Manage Expression Sets: Learn how to clone an expression set, open an expression set version in the builder, and deactivate an expression set version.
Manage and Maintain Decision Matrices: Learn how to edit decision matrix rows and columns, sort and filter matrix rows, and export matrices to CSV or DMN files.
Lookup of Multiple Input Values: When you add a lookup table to an expression set version that is associated with a context definition, you can map the table’s input variables to list variables from the definition. With this mapping, you can look up multiple values in the list variable at the same time and get their corresponding output values.
How Null Values Work in Decision Tables: How decision tables treat null and blank input cells depends on the table type. In standard decision tables, use the Consider Null Values for Lookup option to control how rows with null values are matched during lookup. In advanced decision tables, Consider Null Values for Lookup isn't supported. Blank cells in optional input columns always act as wildcards and match any supplied value.
Permission Sets for Business Rules Engine: Review the level of access and permissions provided by the permission sets that are associated with Business Rules Engine permission set licenses. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your Industries solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses.
Persist Local List Variable Values to a Context Instance: Local list variables store temporary values in an expression set version that do not automatically pass back to a context instance. However, you can write these values back to the context instance by creating an explicit assignment to a standard context tag.
Process Multiple Decision Table Outputs Without a Context Definition: Use a decision table that returns multiple outputs for a single set of input values in any expression set, even if the expression set isn't associated with a context definition. When you turn on Process Multiple Decision Table Outputs while mapping a Lookup Table step's variables, Expression Set Builder automatically creates and maps the local list variables you need to use every matching result in later calculation or logic steps.
Refresh a Decision Table: To meet evolving business requirements, you can add, update, or remove decision table rows. If you update the object or the custom metadata type that contains the row data, refresh the decision table to make sure that the outcomes are based on the latest data.
Variable Mapping in Lookup Tables: When you add a lookup table element step in an expression set version, the input and output variables in the table are imported into the version. You can then map the table’s variables to the resources from the expression set version. When you map the lookup table’s resources to the resources from the expression set version that the table is used in, a clear alignment between the two types of resources is established. This alignment simplifies the process of building an expression set. For example, you can map the output variable of a step that precedes a lookup table step to the input variable in the lookup table. With this mapping, the output of the previous step is automatically passed to the subsequent lookup table as the input.
Best Practices for Executing Expression Set Rules on Large Datasets by using Salesforce Flow: Business scenarios can involve running rules on thousands or even millions of input records to get the results you need. Business Rules Engine gives you multiple options for bulk processing rules on large datasets, according to your specific requirements. You can run business rules on large datasets in a single call or in batches.
Runtime Behavior of Local List Variables: The runtime behavior of local list variables deviates from standard context attribute execution when dealing with hierarchical parent-child relationships.
How Source Filters Work in Decision Tables: Narrow down the source object rows by using source filters when the source object has many rows. Use source filters to consider only relevant records from a large pool of records for decision-making.
Subexpression: When you add a subexpression step element to an expression set version, you can select another expression set that you want to use within the version. The subexpression then returns the result of the expression set to the version that the subexpression is used in. You can use resources from a subexpression, including any input and output variables from lookup tables in the subexpression in other steps in the expression set version. You can use only expression sets with at least one active version as subexpressions in an expression set version.
Supported Data Types in Expression Sets: Expression set versions support resources of specific data types. A resource’s data type determines the operators that can be used with the resource.
Tips to Manage Decision Tables: You can modify or delete decision tables used in expression set versions to keep your rules up to date with changing business requirements.
Tips to Work with Subexpressions: You can’t modify a subexpression version when it’s active. You can reuse an active subexpression without creating a subexpression from scratch. You can map the subexpression’s input and output variables to the local resources of the expression set version that the subexpression is used in. You can directly replace or delete subexpressions added in expression set versions, without deleting mapped variables or subsequent steps that reference the subexpression’s variables.
Add CSV Data to Decision Tables: When you use CSV as the source data for your decision table, you can configure only the input and output columns for the mapping. You can upload the CSV data for your decision table only after you finish creating a decision table.
Business Rules Engine Use Cases: Explore various use cases that shows how Business Rules Engine is used across different clouds.
Create An Expression Set: Creating an expression set is a multistep process. When you create an expression set, the set's first version is created by default. Then, you configure the version and create variables and constants for inputs, outputs, and values that are used by and passed between the steps. Next, you add a logical sequence of steps that perform calculations or evaluate conditions using variables, constants, and decision matrices. After you create the flow, you simulate your expression set version with test values to verify that the set is working as expected, and then activate the expression set. To update an expression set version, save it as a version in a new expression set or as a new version within the existing expression set.
Build Your Expression Set From a Template: To reuse or modify an expression set template’s components, save the template as an expression set or a version of an expression set. The template’s type determines whether you can save it as a new expression set or a version of an existing expression set.
Process Compliance Navigator: Process Compliance Navigator is a compliance management solution that makes sure that your company follows internal policies and meets regulatory requirements and industry standards. Create validation procedures with controls that help your organization avoid noncompliance and achieve ongoing regulatory compliance. Prevent compliance violations through compliance checks, deadline alerts, and compliant execution features. Flag and remediate issues through continuous monitoring of transitions and communications. Demonstrate compliance in an audit trail of compliance decisions and actions tied to regulations and policies.
Activate a Published Compliance Policy Version: Compliance officers can activate a published compliance policy version on its effective date and ensure adherence to updated regulations. Activating the policy version also activates the associated policy clause versions, ensuring that all relevant policy updates and clauses are enforced from the specified date.
Activate a Published Regulation Version: To ensure compliance, a compliance officer can activate the regulation version on its effective date. When you activate the regulation version, the regulation clause versions mapped to the regulation version are also activated. This workflow guarantees that all relevant regulations and clauses are enforced from the specified date.
Agentforce for Process Compliance Navigator: Bring the power of assistive and autonomous AI agents to your compliance users with Agentforce. Agentforce is a trusted, intelligent conversational AI Assistance to help your users effortlessly handle wealth management tasks. Agentforce Agents are goal-oriented AI Assistance that helps you automate repetitive tasks. They help employees remain compliant with relevant laws, regulations, and compliance policies. Retrieve specific regulatory and policy clauses from the internal repository based on the business context provided by the user. Agents use topics, actions, the reasoning engine, and large language models (LLM) to understand requests, make decisions, generate responses, and perform actions. Compliance Assistance contains a library of standard topics and actions specific to compliance business use cases.
Add a Regulation Clause to Existing Regulation: When new clauses or provisions are introduced as part of regulation amendments, add them to regulations repository. Your compliance officers can add a new regulation clause by cloning an existing regulation version, creating a new clause, and associating it with the cloned regulation version. When you clone regulation version, all its associated mappings with the regulation clause versions and business processes are retained.
ARC for Process Compliance Navigator: Actionable Relationship Center (ARC) lets you view your customers’ relationships in an easy-to-navigate graph. Process Compliance Navigator prebuilt ARC graph templates show Regulation Version, Regulation Clause Version, Business Operations Process, Compliance Control Version, Compliance Policy Version, and Compliance Policy Clause Version objects and relationships.
Map a Compliance Control Version to an Asset: To improve traceability of assets governed by regulations, laws and internal policies, compliance officers link assets to the relevant compliance control versions.
Map a Compliance Policy Clause Version to an Asset: To improve traceability of assets governed by internal policies, and make sure that asset owners can easily access policy updates, compliance officers link assets to the relevant compliance policy clause versions.
Map a Regulation Clause Version to an Asset: To improve traceability of assets governed by regulations, and make sure that asset owners can easily access regulation updates, compliance officers link assets to the relevant regulation clause versions.
Business Operations Processes: Configure predefined activities that ensure smooth and effective task completion. Maintain a record-keeping system that lists all your business processes, and use the business operations process repository for easy mapping of controls and regulations to business processes. Then, make quick adjustments to regulatory changes.
Clause Extraction with Generative AI for Process Compliance Navigator: Keep your company up to date on current regulations and policy clauses by using Generative AI to upload documents and create regulation and policy clause records. Generative AI streamlines the process of drafting clauses and enables the efficient extraction of clause details in PDFs, boosting your productivity, accuracy, and compliance in the digital age.
Extract Compliance Clauses: To extract the clauses and other information, such as reference links, and descriptions, upload the regulation or policy document PDF.
Compliance Clause Extraction: To streamline and automate the process of digitizing PDF regulation and policy clauses, use Generative AI.
Customize the Compliance Prompt Template: Customize the Compliance Document Clause Extraction prompt template based on your business needs. Only one version can be active at a time.
Set Up Compliance Clause Extraction: Assign permissions, set up Einstein Generative AI, turn on Industries Cloud Einstein and set up the Compliance Document Clause Extraction Configuration Type, turn on Scoring Framework, and turn on file security settings.
Set Up Compliance Assistance: Set up Einstein, set up Data 360, update the Data Cloud Salesforce Connector Permission Set to include Process Compliance Navigator Admin User and Process Compliance Navigator User permissions, and deploy the Governance Risk Compliance Data Kit.
Create an Agent from the Compliance Assistance: Maintain seamless adherence to legal standards and internal mandates with the Compliance Assistance template. Evaluate the business context provided, retrieve exact regulatory and policy clauses from internal repositories to provide grounded, actionable guidance.
Compliance Assistance: Help users navigate the complex landscape of legal and internal requirements with precision. Analyze the business context provided by users, bridging the gap between abstract rules and daily operations. Scan internal repositories to retrieve regulatory and policy clauses, making sure that answers are grounded in verified documentation. Simplify the compliance process, mitigate risk, and provide actionable, context-aware guidance that keeps the organization aligned with all relevant laws and standards.
Compliance Requirements Topic Reference: A topic defines an agent's range of capabilities for a particular job to be done. Topics help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Compliance Requirements topic responds to questions on compliance requirements. Provide answers to users on current regulations for their business context.
Agent Topic: Compliance Requirements: The Compliance Requirements topic responds to questions on compliance requirements. It provides answers to users on current regulations and policies for their business context.
Work with Your Compliance Assistance Agent: Use the Agentforce for Process Compliance Navigator: Compliance Assistance agent to help employees remain compliant with relevant laws, regulations, and compliance policies.
Create a Compliance Test: Verify that compliance controls are functioning effectively by creating a compliance test. Testing makes sure that controls maintain their effectiveness over time and across different operational scenarios.
Execute a Compliance Test: Capture details during the execution of a compliance test, including execution status, results, timing, and recommendations.
Compliance Testing: Compliance testing is the essential process of evaluating a control's operating effectiveness to confirm it's functioning as designed. This testing occurs at critical points in the lifecycle, including before deploying a control, during periodic self-assessments to ensure ongoing performance, and as part of a formal risk assessment to determine the level of inherent risk. The goal of compliance testing is to provide assurance that all controls are effectively mitigating identified risks and consistently meeting established regulatory and internal compliance requirements.
Share Compliance Records by Using Compliant Data Sharing: Share records with Compliant Data Sharing in Salesforce CRM for orgs with strict sharing policies. Record owners and non-owner participants who were given edit access through Compliant Data Sharing can assign participants to that record.
Map a Compliance Control to a Business Operations Process: To improve traceability and make sure that process owners can easily access updates, compliance officers link business operations processes to the relevant versions of compliance controls.
Create a Business Operations Process: Organize business process details in a structured format and effectively manage compliance within your company.
Create a Compliance Policy and a Compliance Policy Version: Capture and formalize the rules, standards, and procedures for an organization and ensure adherence to relevant laws, regulations, and internal guidelines. Create records to store details such as the policy representative, review dates and frequency, and links to official documents.
Create a Regulation Clause and a Regulation Clause Version: Store granular details of every provision or section within a regulation. Create regulation clause records and capture information such as name, description, associated regulation, and parent regulation clause. You can also add comments and references to supporting documents to provide comprehensive information and context.
Create a Regulation and a Regulation Version: Capture regulation details such as the authority issuing a regulation, domains covered by a regulation, applications that are impacted, and links to official documents for quick reference. You can also assign a regulation manager who is responsible for ensuring compliance with the regulation.
Create a Regulatory Authority Record: Capture essential details about the authorities responsible for defining regulatory codes and issuing licenses or permits. Store information such as the regulatory authority’s name, description, the region of legal jurisdiction, and the type of authority. Include links to relevant resources for quick reference and add comments for notes or observations.
Process Compliance Navigator Data Model: Ensure that your company follows internal policies and meets regulatory requirements and industry standards by using Process Compliance Navigator.
Demonstrate Compliance Effectiveness: Provide your compliance officers and control managers with an easy-to-use compliance reporting capability that shows the effectiveness of compliance controls, identifies compliance gaps, and demonstrates that your business processes are compliant with laws and regulations. Use custom objects, Apex class, and joined reports to create a compliance audit log report and showcase how your compliance controls are preventing compliance violations.
Compliance Example for Financial Services Cloud: To understand how Process Compliance Navigator is used to create, manage, and track compliance at a financial institution, review the scenario of a customer applying for a $200,000 USD home loan and learn how to set up a validation procedure.
Launch Asynchronous Impact Analysis: Use Impact Analysis to find policy clause versions, compliance control versions, and business operation processes that might reference or relate to the selected regulation version or compliance policy version. Launch asynchronous Impact Analysis from a Regulation Version or Compliance Policy Version.
Launch Synchronous Impact Analysis: Use Impact Analysis to find policy clause versions, compliance control versions, and business operation processes that might reference or relate to a regulation clause version or a policy clause version. Launch synchronous Impact Analysis from a specific Regulation Clause Version or Compliance Policy Clause Version.
View Asynchronous Impact Analysis Results: View Impact Analysis results for regulations and policies. Select and map records to the regulation clause version or compliance policy clause version records.
Impact Analysis for Regulatory Change Management: With Compliance Impact Analysis, identify and manage the effects of changes to Regulation and Compliance Policy Versions, and Regulation and Compliance Policy Clause Versions. An AI-powered window uses prompt templates to identify related policies, controls, and business processes. Users evaluate the records, create missing mappings through individual or bulk actions, and generate follow-up tasks to update impacted records. By automating the identification of related records and facilitating direct record mapping, the tool streamlines gap analysis and makes sure that the broader compliance framework stays aligned with updated regulatory requirements.
Compliance Collections Solution: Enforce (Fair Debt Collection Practices Act) FDCPA and (Consumer Financial Protection Bureau) CFPB compliance for loan collections through automated call timing and frequency controls. Install Compliance Collections Solution Foundation first, as it provides the prerequisite components, and then install Compliance Collections Solution.
Process Compliance Navigator Solution: Salesforce Go provides a simplified feature configuration and quickly onboards you to the Process Compliance Navigator. It includes a solution tailored to address collections requirements.
Process Compliance Navigator Essentials: Process Compliance Navigator helps your company follow internal policies and meet regulatory requirements and industry standards.
Manage Updates in Compliance Policies: Manage policy updates for new regulation amendments. Start by cloning the latest version of the policy for changes and entering the effective date and other details. Clone the policy version and policy clause version records for clauses that have changed and create version records for new policy clauses. Compliance officers map the clause versions to the policy version and regulation clause version. Remove mappings for clause versions that aren't relevant anymore. When all changes are made, approve and publish the updated policy version and new clause versions. As the effective date approaches, retire the old policy version and activate the new one.
Map a Regulation Clause Version to a Business Operations Process: To enhance traceability and make sure that process owners can quickly assess the impact of regulation amendments, compliance officers associate business operations processes with relevant regulation clause versions. By linking business processes with regulation clauses, organizations can maintain compliance and quickly adapt to regulatory changes.
Map Compliance Policy Clause Version to Its Policy Version and Regulation Clause Version: To ensure traceability and consistency with regulatory requirements, compliance officers map compliance policy clause versions to multiple compliance policy versions and regulation clause versions. Mapping of records facilitates efficient updates when regulations change and helps maintain accountability. Additionally, it supports audit readiness and clear communication with stakeholders about compliance obligations.
Map a Regulation Clause Version to a Regulation Version: Compliance Officers review the list of regulation clause versions associated with a regulation version. They can also map or unmap regulation clause versions to the regulation version, ensuring accurate and up-to-date regulatory compliance.
Non-Validation Compliance Controls: Non-validation compliance controls that a company uses to enforce compliance on their Salesforce and external processes. Track and log compliance by using non-validation compliance controls through the Compliance Logging API. Log compliance for your external business processes and Salesforce processes such as Action Plans, Integrated Onboarding, and Stage Management.
Create a Non-Validation Compliance Control: The Control Manager creates non-validation compliance controls based on business needs. Non-validation compliance controls are descriptions of a company's Salesforce processes or external processes that users must follow.
Update a Non-Validation Compliance Control: The Control Manager updates the implementer type after the IT Admin configures the non-validation compliance controls based on business needs. Use the implementer type to track and report on the feature used to implement a compliance control version.
Compliance Policies: Help your organization stay current with compliance standards by streamlining the management of compliance policies. Compliance officers can now establish and revise policies for different business functions to adhere to applicable laws, regulations, and their updates. Address any gaps in compliance policy coverage and provide control and business process owners with access to the most recent updates.
Bulk Update a Compliance Policy Version: Bulk update the status field on compliance policy clause version records that are associated with a compliance policy version.
Create Compliance Policies and Associate Them with Business Operations Processes: Maintain up-to-date compliance standards by optimizing policy management, reducing risks, and enhancing regulatory adherence. Compliance officers can define and update policies to align with laws and regulations, ensuring thorough coverage and accuracy. Associate policies to business operations processes and activate the policies and their clauses on the effective date for seamless compliance and efficiency.
Publish a Compliance Policy Version and a Compliance Policy Clause Version: Clearly communicate updated compliance standards to all employees and stakeholders by publishing compliance policy versions and their associated clause versions. Reduce the risk of penalties and allow your company to quickly adapt its operations to meet new regulatory requirements.
Publish a Regulation Version and a Regulation Clause Version: You compliance officer publishes the regulation version along with its mapped regulation clause versions. Publishing a regulation version makes sure that control managers, business process representatives, and policy owners can access and adhere to the established rules and guidelines.
Regulatory Change Management for Compliance: Regulatory Change Management (RCM) for Process Compliance Navigator is the process of identifying and implementing updates to policy and regulation requirements makes sure that an organization remains compliant. Monitor developments and changes to policies and regulations, and then assess their impact on the business. After you identify the impact, update policies and regulations to meet business requirements. Regulatory change management makes sure that an organization stays aligned with continuous changes to policies and regulations.
Manage Amendments in Regulations: Updating an existing regulation clause and adding a new regulation clause are essential tasks for maintaining compliance and operational efficiency. When regulations change, compliance officers update the existing clauses to reflect new requirements. They review the current clause, make necessary adjustments, and make sure that all stakeholders are informed of the changes. Adding a new regulation clause involves identifying gaps or new compliance needs, drafting the new clause, and integrating the amendments into the existing regulatory framework. Both activities help mitigate risks, ensure legal compliance, and keep the company aligned with industry standards.
Bulk Update a Regulation Version: Bulk update the status field on regulation clause version records that are associated with a regulation version.
Create Regulations and Associate Them with Business Operations Processes: Integrate regulations into your operational workflows so that your front-line staff can execute business processes smoothly and stay compliant. Create regulatory authority records, regulation and regulation versions, and regulation clauses and their versions. Establish a link between regulation clause versions and a regulation version. To ensure compliance within your organization, publish the regulation versions and map business operations processes to regulation clause versions.
Compliance Regulations: Give your compliance officers a centralized workspace to define, manage, and track regulations. To keep compliance records accurate and synced, link regulation versions to their clauses. Map business processes directly to these clauses, making it easy to see exactly how new changes impact your daily operations. When a regulation is updated, publish the updated regulation versions and inform stakeholders about the rules and guidelines. Activate the new version on its effective date, and retire the old one to maintain a clear, up-to-date roadmap of your current requirements.
Retire a Compliance Policy Version: Retire a compliance policy version when it's no longer in effect or a new version is published. Compliance officers can retire outdated policy versions and policy clause versions from their respective record pages. When a compliance policy version and clause version are activated, the option to retire appears on their respective record pages.
Retire a Regulation Version: Retire a regulation version when it's no longer in effect or a new version is published by regulatory authorities. Compliance officers can retire outdated regulation versions and regulation clause versions from their respective record pages. When a regulation version and clause version are activated, the option to retire appears on their respective record pages.
Set Up Business Rules Engine: Simplify determining eligibility or qualification and automate complex decision-making to find solutions faster using Business Rules Engine. Expression sets consist of a series of steps connected in a logical flow built from variables, constants, conditions, calculations, lookups, and aggregations.
Set Up Context Definition: Simplify the sharing and consumption of business application data using Context Service. Acting as a generic module, Context Service forms a layer between applications and procedures, enabling easy retrieval and use of data across various industry clouds at every step of the process.
Create Implementer Type Values: Create implementer type picklist values that define the feature used to implement a compliance control. Track and report on the specific implementer type for each control version, such as Action Plans, Business Rules Engine, or Apex.
Update a Compliance Policy Clause in Existing Policy: Clone and modify existing compliance policy version and compliance policy clause versions to update clauses. All associated mappings among the policy clause versions, regulation clause versions, controls, and business operations processes are preserved.
Update a Regulation Clause in Existing Regulation: Update an existing regulation clause by cloning and modifying the relevant regulation version and regulation clause versions. All associated mappings among the regulation version, regulation clause versions, controls, and business operations processes are preserved, enabling quick assessments to regulatory changes.
Add a Compliance Policy Clause to Existing Policy: When new clauses are introduced to existing compliance policy, add them to compliance policies repository. Your compliance officers can clone an existing compliance policy version, add the new clause, and then associate it with the cloned version. Cloning a compliance policy version retains all associated mappings with policy clause versions and business processes.
User Locale Setting: Use the logged-in user’s locale for logging API messages for Business Rules Engine compliance controls.
Compliance Control: Create Compliance Controls for regulatory requirements. Controls are descriptions of the rules that implement compliance requirements.
Context Definition for Compliance Controls: Use a context definition to create the resources that are referenced in the expression set and used to run a compliance control. A context definition describes the relationship between a node and the attributes that are set in a hierarchical structure. To make sure that the right data is retrieved from the source objects, map the nodes and attributes in your context definition to the source object. Context tags make sure that the data is queried from source objects in the Business Rules Engine expression set.
Create a Validation Compliance Control: The Control Manager creates compliance controls based on business needs and regulatory requirements. Controls are descriptions of the rules that implement compliance requirements. The IT admin configures the compliance control to meet the business requirements.
Create an Expression Set for Compliance Controls: Expression sets consist of a series of steps connected in a logical flow built from variables, constants, conditions, calculations, lookups, and aggregations. Create an expression set with conditions to verify compliance, and add the compliance check element to indicate whether the control is compliant or not.
Validation Controls with Expression Sets: Automate compliance controls by using context definitions and business rule logic. Context definitions contain a set of information that's required to run a validation control. Expression sets represent the business logic that enforces compliance requirements.
Validation Compliance Controls: Compliance controls are the mechanisms that a company implements to enforce adherence to laws, regulations, and internal policies. A compliance control includes a control name, an objective, and an automation status. Each version of a compliance control contains specific details and configurations. When the control is modified, the details and configurations are updated.
Create a Compliance Check Prompt Template: Create a Compliance Check prompt template to implement a compliance control and add the prompt template to the rule processor on the Compliance Control Version.
Validation Controls with Prompt Templates: Use Prompt Builder to implement rule-based compliance controls grounded in real-time org data. By defining specific roles, isolating instructions, and using the Einstein Trust Layer for automated data masking, you make sure that every AI response remains secure, predictable, and aligned with your organization’s unique regulatory standards and governance requirements. Use the Compliance Check prompt template type to create, manage, and execute AI prompts that use your real-time Salesforce data to validate compliance.
Review Compliance Controls: On the Compliance Control record, to determine how to configure the control, review the compliance control version created by the control manager.
Add a Rule Processor to the Compliance Control: To determine whether a compliance control is compliant, update the rule processor field with the related rule processor. For example, a Business Rules Engine Expression Set or Apex class.
Create a Validation Procedure: Group validation controls by using a validation procedure. A validation procedure includes the steps, processes, and checks that are required to make sure that a business complies with a policy or regulation.
Manage a Validation Procedure: Associate compliance controls with a validation procedure. Compliance controls are descriptions of rules that implement compliance requirements at your company.
Validation Procedure: To make sure that your business process adheres to policies and regulations based on the requirements defined by a compliance officer, group compliance controls by using a validation procedure. When a business process runs a validation procedure, the validation controls in the procedure are invoked.
Review and Activate a Validation Procedure: The control manager can review a validation procedure configuration to confirm that it meets business needs and update the status to Active.
Business Rules Engine: Simplify determining eligibility or qualification and automate complex decision-making to find solutions faster using Business Rules Engine. The key components of Business Rules Engine are expression sets and lookup tables. Decision matrices and decision tables together constitute lookup tables.
Business Rules Engine Default Limits: Review the default limits for Business Rules Engine components and their usage. To raise any default limits, contact Salesforce Customer Support.
Flow: Call expression sets and decision matrices from Flow.
Business Rules Engine Integrations: Expression sets and lookup tables—the Business Rules Engine components—can be called from Flow and Omnistudio. You can also use Business Rules Engine Business APIs to call these components from workflows that are created by using third-party tools.
Migration Limitations: Before you migrate calculation matrices and procedures as decision matrices and expression sets, consider these migration limitations.
Add Patients and Members to a Campaign: Campaigns are an effective way to help patients and members stay engaged with their care team and stick with their care plans. Identify a group of people who share a need, and then assign them to a campaign.
Cancel Appointments: Cancel a single appointment for a patient or cancel all of the appointments in a series at once.
Capture a Respondent’s Signature on an Assessment Form: Respondents can use a digital signature to authenticate their responses on the form when you add the Discovery Framework Signature element to a form. They can either type or draw their name or initials, and use the signature in multiple places on the form before submitting it. The Assessment Signature object stores the signature details, and the Digital Signature object stores the signature.
Care Team: Carrying Out the Care Plan: Care Team members are a focused group of caregivers who are responsible for the successful completion of tasks related to a care plan. You can assign ownership of care plan tasks to members of the care team, including other health professionals, patients, plan members, and family members.
Close a Care Plan: When a care plan is complete or not needed, you can close it and see it on the Closed tab of the All Care Plans view.
Create a Care Plan: A care plan is built on top of a case record, so you need a few details to create a case. How you create a care plan changes based on whether you use Salesforce Classic or Lightning Experience.
Use Care Plans to Help Patients and Members Reach Their Goals (Managed Package Feature): Customizable care plans represent an action plan for improving a person’s health. These care plans help your patients or members take practical steps to improve their health every day. You can manage chronic conditions, provide preventive care, and apply health and wellness protocols with care plans.
Elements of a Care Plan: A care plan consists of three major components: The case details, the care team, and the set of problems, goals, and tasks for that care plan.
Change the Status of a Task: A care plan is built on top of a case record, so a few details are required to get your case created.
Care Plan Templates Help Simplify Onboarding: Take the “work” out of workflows with care plan templates that let care coordinators create customized care plans with just a few clicks. Coordinators can add problems, goals, and tasks in bulk to a care plan. Predefined care plan templates reduce the time spent to create a care plan and enforce standards of care that improve healthcare outcomes.
Use Flexible Care Plans for Different Use Cases: Your users role in relation to the patient or member can influence how they want to view the care plan. When you enable Flexible Care Plans, you can organize your care plan interface to foreground problems, goals, or tasks.
Use Care Programs: Enroll participants in care programs like a diet and nutrition class or an employer-sponsored wellness program. Stay compliant by capturing electronic signatures and tracking consent for each care program enrollment. Consent can take place with the participant providing consent in person, using a tablet or mobile device. Patients and members who aren’t physically present can log into their Experience Cloud site, then view and provide consent for documents related to the program.
What is a Care Request?: Care requests seek authorization from a health plan for drugs, services, and admissions. They can also contain requests for review, appeals, complaints, and grievances.
Submit Care Requests with the Care Request Extensions Unmanaged Package: You can use the Utilization Management app that’s part of the Health Cloud Care Request Extensions unmanaged package to submit requests. Care requests help you to work with a health plan to make sure that members get the appropriate care and providers get paid for their work. A care request includes the information such as member identifiers, a diagnosis, and the requested medication or service.
Improve Outcomes with the Care Team: The care team is the hub of your patient or member’s private community. It represents everyone working to make sure the person succeeds with his or her care plan. You can assign ownership of health tasks to members of the care team, including other health professionals, patients or members, and their family. Exchange secure, private messages between yourself, the person under your care, and members of the team—and they can access those messages on any device.
Send a Private Message to a Care Team Member: Chatter messages let you have secure private conversations with other Chatter users who are also members of the care team. You can also use messages to notify people when a file has been shared with them. Messages don’t appear in your feed, your profile, global search results, or any other part of Chatter that’s publicly visible.
Get Started with the Case Management Enhanced Bot Templates: Use the enhanced Industry Case Management Bot template or Case Management Lite Bot template to build an enhanced bot that allows users to report and track issues. You can deploy a bot template through a guided setup. You can customize the bot’s name, language, and Omni-Channel flow. The guided setup adds out-of-the-box dialogs that are crucial to creating a complete bot, such as transferring to an agent or gracefully handling the end of a conversation.
Set Up Multi-Markets with Sales Orgs: Use multi-market management in Consumer Goods (CG) Cloud to filter data, business processes, and configurations within a Salesforce org by market and avoid creating multiple Salesforce orgs for each market. Multi-market management supports a global template approach within an org by setting up sales organizations within a Salesforce org. Multi-market management supports only processes that are based on the enhanced data model, such as advanced visits, advanced orders, sales folders, and advanced promotions. Multi-market isn’t supported out-of-the-box for retail stores, assessment tasks, action plans, or retail store KPIs.
Configure a Record-Triggered Flow for Visits: Create a fast record-triggered flow to assign the default visit template and place ID before the visit creation. This approach assumes that you can stamp default values to the Record Id and Visit Template. You can change the custom settings and update this flow accordingly.
Create a Visit Template: Use visit templates to control visit rules and create types of visits. The visit icons visible on mobile devices depend on the meta type that you select during visit creation.
Create Visits Automatically: A planning algorithm creates visits based on visit settings. You can create and assign visits to any of your sales reps automatically if you're a manager.
Create Visits by Using Trip Lists: You can plan visits in automatic mode according to a customer sequence in the trip list. Depending on the trip list customer setting, you can plan multiple visits for a customer during a day.
Create Multiple Visits: You can create multiple visits for several customers and assign the visit to any sales rep from the team.
Create Custom System Settings for the Deletion of Retail Visit: Use custom system settings to enable the deletion of completed visits on the Consumer Goods Cloud desktop app. The app restricts the deletion of completed visits, but with these settings in place, you can delete a completed visit by using the Delete option for a visit on the desktop app or through the API.
Manage Pricing Context Definition Object Permissions: For the given permission sets, manually configure the object permission settings on the pricing context definition to specify the type of access that users have to the Pricing Context Definition object.
Activate the Consumer Goods Cloud for Service App: To make your custom Consumer Goods Cloud for Service app page available to service agents, you must customize the app visibility and activate it.
Configure the After Calculation Result: You can update or overwrite the calculation step, including all variables that are relevant to the calculation. This user exit is called after the calculation.
Make the Advanced Order Record Page the App Default Page for Service App: To make custom Advanced Order record pages available to service agents, make the Order Management Lightning Web Component (LWC) the app default for Consumer Goods Cloud for Service app. Assign the Advanced Order record page as the app default page for Consumer Goods Cloud for Service.
Create your Consumer Goods Cloud for Service App: Create apps with your Consumer Goods Cloud for Service app by assigning color and incorporating your company branding. Configure utility items, navigation rules, and assign user profiles to your app. You can always edit your app at any time.
Customize the Consumer Goods Cloud for Sales App: Use Lightning App Builder to configure and customize your Consumer Goods Cloud for Sales app. You can show or hide the tabs, and edit the fields that a sales agent can view on this app.
Customize Your Consumer Goods Cloud for Service App: Use Lightning App Builder to configure and customize the Consumer Goods Cloud for Service app to suit your business needs. You can show or hide the tabs, and edit the fields that a service agent can view on this app.
Configure the Skip Current Calculation Step: You can apply or skip conditions for a calculation step during order calculation. This user exit is called before the calculation.
Account Performance: Use the Account Performance dashboard to gain a comprehensive view of your accounts’ business performance and operational metrics across your entire customer base. Analyze revenue trends, product compliance issues, and customer engagement patterns to assess account health and identify improvement opportunities.
Account Sharing in Retail Execution: Use account sharing rules to give users access to supporting accounts, such as wholesalers, delivery recipients, and trade org hierarchies that are specific to one or more sales orgs and user grouping.
Additional Retail Execution Business Processes: Set up additional Retail Execution business processes, such as signature management, system numbers, workflows, account sharing, and geofencing and time tracking for visits.
Activity Templates in Retail Execution: Group job definition templates as activity templates. In activity templates, you can indicate whether activities created using the templates are standard or event-driven, and applicable to specific customers or customer sets, or products. For example, create an activity template and assign job definition templates that have standard jobs executed by sales reps or jobs executed by merchandisers.
Advanced Order Enhancements with Pricing Information Fields: All pricing fields are persisted with the values calculated by the Penny Perfect Pricing (PPP) engine for advanced orders on the Consumer Goods Cloud desktop app. Saving pricing information for orders and order items lets you create insightful reports.
Advanced Order and Pricing in Retail Execution: Explore advanced order and pricing options through key objects and relationships. With the objects within the Advanced Order and Pricing, you can manage direct and indirect orders, and order types such as standard pre-orders, order samples, or order advertising material.
Penny Perfect Pricing: With Penny Perfect Pricing configured for the Consumer Goods desktop app and Consumer Goods Cloud Offline mobile app, sales reps can seamlessly calculate accurate prices for orders, preview details, and print invoice PDFs. Penny Perfect Pricing supports volume discounts and various scenarios for pricing a product. You can calculate orders based on scales, units of measure, and conditions such as discounts, value per unit, and flat rates.
Advanced Promotions for Retail Execution: Target higher revenue and market share for your product through Temporary Price Reductions (TPR), coupons, or in-store displays. The Consumer Goods Cloud app uses special promotions called Sellable Promotions to manage promotions.
Additional Agentforce Features in Consumer Goods Cloud: Use AI features for sales agreements, such as answering questions, summarizing performance, setting up appointments, writing emails, and creating to-do lists. Get AI-generated asset summaries and reviews of service and telematics data, and handle asset service actions such as generating quotes and drafting emails.
Approvals in Retail Execution: You can use approvals to control your business processes. Approvals allow a supervisor to approve, reject, or reassign business transactions. You can also set up approvals for specific order types. For example, return orders can be honored only if they are approved by a supervisor.
In-Store Asset Management: Assets are items, such as refrigerators or freezers, that you place at a customer location (retail store) to increase your sales. As an asset’s owner, you’re responsible for the maintenance, repair, or any other services required for the asset. Managing assets efficiently can help reduce customer complaints and, in turn, increase your brand value. By actively tracking your assets’ conditions, you can budget better, reduce losses, and ensure employee safety.
Attachment Types and Size Limits for Consumer Goods Cloud Offline Mobile App: Know about the file types and optimal sizes for uploading or downloading attachments for the Consumer Goods (CG) Cloud offline mobile app. During synchronization, your users can download and view the attachments on the Consumer Goods Cloud offline mobile app. Similarly, images from the mobile app must be uploaded and synced to the Salesforce org. Uploading or downloading attachments that exceed the recommended sizes can cause memory usage issues and affect performance.
Cash Float Transactions: Configurations needed for the creation of cash float transactions for standard orders, van sales, or delivery documents. Cash flow transactions are tracked only for payments made in cash or check for the order or direct store, or van sales deliveries.
Key Objects in Consumer Goods Cloud Data Model: With Enhanced data model, during offline visits, you can perform advanced actions, such as offline ordering, penny perfect pricing, and ad-hoc visit creation, based on territories. You can also perform multimarket segmentation using harmonized master data and manage customers and products, plan and execute visits, and build processes and hierarchies.
Modify Page Layouts for the Consumer Goods Offline Mobile App: Change the page layout for the Content Version, Event, User Setting, and Sales Organization objects, and then assign the user customizations to the required user profiles for the Consumer Goods offline mobile app.
Configure the Consumer Goods Cloud Offline Mobile App: You can configure the Consumer Goods Cloud offline mobile app to set up languages for translation, create picklist mappings, activate weekends in the visit calendar, and set up API keys for Google Maps. Restart the app after you change app settings or configurations.
Configure Google Maps for the Consumer Goods Offline Mobile App: Google Maps is integrated with the Consumer Goods Cloud offline mobile app. To make API calls from a mobile device to Google Maps, retrieve a valid Google Maps API key from Google LLC. Maintain the Google Maps API key in the Consumer Goods Cloud offline mobile app.
Sales Excellence in the Consumer Goods Cloud: Your users can use Consumer Goods Cloud for Sales app to proactively engage with a list of stores for a followup on regular orders, open invoices, promotions, product introduction, or other important communication. A supervisor or sales manager creates a list of retailers or stores to contact and defines a script for guidance for the sales agents (OmniScripts). Sales agents contact the customers on the list, read the script, and perform the prescribed actions.
Consumer Goods Cloud for Service: Consumer Goods Cloud for Service enables your service agents to engage with customers to sell new products and address customer complaints or inquiries. Consumer Goods Cloud for Service gives your service agents a 360-degree view of the customer. Using the app, your service agents can quickly resolve customer cases, proactively address issues, and place regular orders.
Consumer Goods Cloud Enhanced Data Model: Learn about the objects and relationships within the Consumer Goods Cloud Enhanced data model that supports advanced assortments, promotions, daily reports, and territory management.
Customer Master Data Management: Use the Customer module to centrally create and monitor customer data, such as address, communication channels, contact partners, store opening hours, and point of sale, and avoid redundancy. For example, update all address data records of a customer by updating the address only one time in the Customer module. Or, add customer-specific conditions to a customer by using condition templates. Use store classification attributes and customers' trade org hierarchy for business processes such as strategic visit planning.
Customer Segmentation in Retail Execution: Customer segmentation is the clustering of customers into target groups based on specific criteria. Grouping customers can save you time and effort as you can plan and perform activities or tasks at the group level instead of repeating the tasks for each customer. For example, you can create customer target groups or customer sets for a specific product and then plan tasks or activities for those groups or sets.
Customer Tasks in Retail Execution: Customer tasks are requests, action items, and issues that a customer reports. Recording these tasks ensures that the reported issues aren’t missed or overlooked. Resolving these issues improves your relationship with your customer.
Daily Reports for Sales Reps: Daily reports track productive and unproductive time for each sales rep. Sales reps can create a daily report at the end of each day based on template configurations.
Deploy Customizations to the Consumer Goods Offline Mobile App: Create a deployment package of the customized mobile app artefacts in Visual Studio Code Based Modeler. Then, deploy this package to all users or specific users of the Consumer Goods Cloud mobile app by using the Sync Management app.
Static Resources Upload for Earlier Releases: Before you upload static resources for the current release, we recommend to upload or make sure that the static resources for the previous release have been uploaded sequentially.
Design the Consumer Goods Cloud Mobile App: To design the Consumer Goods Cloud mobile app, use Visual Studio (VS) Code Based Modeler for Consumer Goods Cloud. You can customize many aspects of the app according to your requirements.
Products in Disposal List: If Consider Field Availability is selected in an order template, then the disposal list shows products that are in the Field state. Depending on the configuration of the order template, you can also show listed products, historic products, and promotional products. Competitor products are included in an order if Allow Competitor Products is selected in the order template.
Document Transaction Types (DTT): Determine how the Consumer Goods Cloud offline mobile app processes a document, including whether the driver collects payment or the type of printed document. DTT is an attribute in Order Template and for delivery documents, it’s integrated into the Enterprise Resource Planning (ERP) system.
Inventory Management for Direct Store Delivery: Each time the driver loads the vehicle, an inventory transaction is created (if it isn’t present) for the products based on the inventory configuration. The transaction entry is based on a combination of product name and an anchor, which can be a user, vehicle, or tour.
Direct Store Delivery and Van Sales: Direct Store Delivery (DSD) is a supply chain model where a manufacturer sells goods directly to retailers. You can process orders, payments, deliveries, and returns by using DSD. With Van Sales, drivers can create orders and deliver the ordered goods from the free stock during a store visit. The DSD and Van Sales model covers pre- and post-tour activities, inventory management, delivery planning and execution, sales, financial management, and retail execution.
Einstein Generative AI for Consumer Goods Cloud: Use generative AI capabilities for comprehensive account performance evaluations, or inventory deviations. You can view the summary, insights, or recommendations through the Einstein Quick Insights component added to the object.
Prerequisites for Penny Perfect Pricing: Before you use Penny Perfect Pricing, you must complete a few tasks such as schedule the pricing worker batch, configure translations for picklist values, configure customer data, and populate data in the Complex Pricing Condition object.
Field Sales Activity: Field sales activity (FSA) contains several activities, and each activity contains job definition templates that a sales rep can ask during a visit.
Files in Consumer Goods Cloud: Keep all relevant information in one place, making it easily accessible and organized by using the Files object. Add, store, share, and manage versions for various types of files for Enhanced data model objects via an object’s related list or directly via the Files object.
Final Configuration Steps for Retail Execution: Perform recommended enhancements to a few standard objects, enable supervisors to schedule specific personnel for visits, and make it possible to share visits so others can see them.
Global Search in Consumer Goods Cloud: Quickly find specific records or fields in the object such as visits, retail stores, customer tasks, and more on the Consumer Goods Cloud desktop app.
How a System Number is Built: The app lays the segments out from left to right and fills each one according to its type. A definition contains only the segments you add to it, in the order you choose. A definition can be as simple as a single counter, a prefix and a counter, or it can also include the device identifier and more.
Key Implementation Considerations for Consumer Goods Cloud: Starting Spring ’22, Consumer Goods (CG) Cloud released a host of new features and enhancements. To support the new features and enhancements, we added new fields in several objects (harmonized objects), created advanced versions of several objects (side-by-side objects), and added several new objects.
Indirect Orders: Indirect orders is a mechanism where a sales representative takes an order from the store and the order is fulfilled by the manufacturer’s wholesaler or a distributor.
Set Up Inventory Management for Retail Execution: Inventory management involves tracking the existing inventory or stock of products and managing the demands or orders on the stock efficiently. In the retail industry, requests or orders for stock are placed from stores to the manufacturer’s head office. The head office issues purchase orders to the vendors who ship the products to warehouses. The warehouses store and distribute the products to retail stores and wholesalers. The retail and wholesale stores sell the products directly to customers.
Inventory Reconciliation Batch: For each product-anchor (tour, vehicle, or user) combination, reconcile the inventory transactions and know the current product quantity available in the truck. Also, define the frequency of reconciliation by scheduling the Inventory Reconciliation Batch process (InventoryTxBalanceCalculationBatch).
Job Lists: Job lists are a group of questions and surveys that are associated with a product and are applicable for a period. For event-driven activities, job lists are created using a batch process. You can use job lists to plan and to create visits.
Demagnetize Job Lists: Demagnetization is the disassociation of a job list from a visit.
Job Management for Retail Visits: Jobs are activities that are executed by sales reps during visits. For example, checking the number of shelves in a store or verifying product placement in a store. Managing jobs ensures that important activities, such as promotional compliance checks, are conducted as required.
Keep System Numbers in Sync: Set up tracked objects and follow sync habits that keep device counters current and prevent duplicate record numbers during fresh installs or device restores.
Asset Management: Assets are items, such as refrigerators or freezers that you place at a retail store or customer location to increase your sales. As an asset’s owner, you’re responsible for the maintenance, repair, and other services required for the asset. Efficient management of assets can reduce customer complaints and, in turn, increase your brand value. By actively tracking your assets’ conditions, you can budget better, reduce losses, and ensure employee safety.
Tour Management for Direct Store Delivery: Tours are executable trips for the day and user and include tour-specific characteristics and configurations. A tour involves a series of planned customer visits. Delivery tours are integrated from external systems, while van sales, pre-sales, and merchandising tours can be created at the backend or in the mobile system (based on routes).
Installing Consumer Goods Cloud Managed Packages: Consumer Goods Cloud deployment comprises two managed packages - Consumer Goods Cloud Mobile Sync and Consumer Goods Cloud. These packages provide capabilities of the offline mobile app as well as online such as advance master data and penny-perfect pricing.
Advanced Account Forecasting in Consumer Goods Cloud: Provide sales and operations teams with demand forecasts based on opportunities, orders, sales agreements, historical orders, and other custom measures for individual accounts. Through data-driven insights, gain visibility into customer demand and align the supply chain accordingly. Define a forecast algorithm based on the metrics and inputs that reflect your business with Formula Builder.
Additional Features in Consumer Goods Cloud: Use these additional features to get a comprehensive view of sales volumes, pricing, and revenue tracking; perform accurate forecasting; manage assets; and handle warranties for your Consumer Goods Cloud business.
Record Type Mapping: After you upload a file by using dataloader.io, use this table to identify the fields that aren't mapped and then map the fields accordingly.
Master Data for Retail Execution: By using master data, you can collect, aggregate, and distribute retail process data consistently. Master Data is required for retail business functions such as order taking, visit management, and activity execution.
Master Data Management for Consumer Goods Cloud: Master data is a combination of legacy data and manually entered and maintained new data. Master data is the foundation of business processes and comprises business rules and functions for users, customers, regions, products, and organizational elements. Managing master data ensures consistency and control by providing processes to collect, aggregate, match, consolidate, quality-assure, and distribute data.
Other Retail Execution Key Objects: Review the additional Retail Execution key objects that support account and user tasks, inventory control and order payments, signature capture, conditions, and daily reports.
Notifications and Tasks in Retail Execution: An effective communication and collaboration channel is important for your teams’ success. Field reps, supervisor, and head office users can work from different locations. As a result, they require a communication channel to share information such as business strategies, selling messages, team updates, customer-related information, and user-specific tasks. Effective communication across the team motivates team members and improves internal processes, in-store preparation, and task completion.
Review Custom Permission User Role Mappings for the Consumer Goods Mobile App: With custom permission user role mapping, users can access the required features or processes they need for their role on the Consumer Goods Cloud mobile app. When you install the Consumer Goods Cloud managed package, the user role mapping is done automatically for custom permissions if you run the PostInstallDemoSetupDataBatch Apex class. If you're a customer who's upgrading the managed package, the user role mapping is done when you manually upload the demo data through Static Resource files for the release.
Business Logic Extensibility for Orders: Adjust or enhance the business logic for orders by using customizations through a Lighting Web Component or the APEX (custom class) to tailor the orders on the Consumer Goods Cloud Desktop app as per your requirements. When you click the Save button on orders UI, the custom logic is invoked through an API. You can add custom logic before or after the core logic (save action). You can also customize the list of products shown as part of the proposal list.
Business Logic Extensibility Through LWC: To extend or modify the business logic, create a Lightning Web Component (LWC) and add it to the orders Lightning record page. With the custom LWC component, you can create interactions with the standard components and modify the existing order. Any changes to the data using the custom LWC component are reflected in the standard components.
Order LWC UI Extensibility: Create personalized orders by customizing and setting up their order templates. Customize the fields shown on the order pages by configuring the JSON (for individual pages) on the Order Templates page. With the custom fields, you can include additional context and tailor advanced orders on the desktop app as per your requirements.
Retail Execution Order Management: Order management in Consumer Goods Cloud Retail Execution depends on the market and the customer type. You can manage direct and indirect orders, and order types, such as standard pre-orders, order samples, or order advertising material.
Order Payments in Retail Execution: Review payment details, such as the paid amount and payment method, from the Order Header page of the Consumer Goods offline mobile app.
Retail Execution Order Templates: An order template defines the basic characteristics of orders, direct store deliveries, and cash handling.
Set Up Consumer Goods Cloud Processing Services: To maintain uninterrupted connectivity with and access to the Salesforce org, create a connected app and pair the Salesforce org with the CG Cloud Processing Service.
Parent Product (Product Group): Product group refers to a parent of the product or a product group. For a parent product, always use product Template with the type as product group.
Picklist Mappings Configuration: Define a picklist mapping within a business area that has mobile device users. Map all picklists available on mobile devices to Mobile App Domain so that field reps can view the picklists on their mobile device. You can also set up multiple languages for the picklist values to appear in. The mobile framework loads translations for the picklist values from the PicklistRepository__c object.
Penny Perfect Pricing Considerations: Review these considerations and limitations before you configure Penny Perfect Pricing for orders on the Consumer Goods Cloud desktop app.
Create Pricing Condition Stage Records: If you aren't importing pricing conditions from an Enterprise Resource Planning (ERP) system, you can manually create the order header and order item condition records in the Pricing Condition Stage table. The pricing worker batch (ScheduleCGCloudServiceComplexPricing) condenses the information from the Pricing Condition Stage and Pricing Condition Scale Stage to arrive at the complex pricing conditions.
Product Dynamic Hierarchy: Use a product dynamic hierarchy to identify, group, and search for products. Use the higher levels in the product hierarchy as filter criteria to search for products, to group product lists, or to assign pricing conditions.
Product Hierarchy in Retail Execution: Use the product hierarchy to organize your product offerings in retail execution processes such as orders, promotions, or inventory. When you create a product, its product level determines its position in the product hierarchy. The product is added to the hierarchy when you assign a parent to the product.
Product Master Data Management: Manage finished products, bill of materials, advertising material, or competitor products by using product master data. Provide manufacturers a full view of a product's portfolio by organizing products in a hierarchy of product groups, such as categories, subcategories, or brands.
Promotion Management in Retail Execution: Promotions aim at increasing revenue and market share using mechanics such as Temporary Price Reductions (TPR), coupons, or in-store displays. Each promotion can contain multiple tactics—the implementable elements of a promotion—and have a cost. Consumer Goods Cloud app uses special promotions called sellable promotions to manage visits and orders.
Get Automatic Push Upgrades for Consumer Goods Cloud: Salesforce automatically updates your Consumer Goods (CG) Cloud managed packages with push upgrades. Keep your managed packages up to date by receiving the newest version, which includes the latest features, security standards, and issue fixes. Preview and test updates in a sandbox environment before deploying them to your production org.
Configure Advanced Maps for Enhanced Model: Set up and configure advanced maps in the Consumer Goods Cloud enhanced data model for visit planning and route optimization.
Return Orders for Retail Visits and Delivery Tours: Field reps and delivery drivers use return orders to process product returns, empty-container pickups, and reverse logistics during retail visits or delivery tours.
Route-Based Assignments for Users: Manage account manager relationships by using route assignments instead of territorial assignments made through org units or trade org units. Improve the setup and user experience for Consumer Goods Cloud users such as sales representatives and merchandisers. Instead of providing users with a broad set of features and data relevant to an entire region (territory), give them access to task-focused features. With this setup, users can access the features, customer information, and tours they need.
Sales Folders in Retail Execution: Configure a sales folder to manage and publish core-selling content to support sales reps during sales pitches. You can link a sales folder to
Sales Rep Management for Retail Execution: Define a team structure to make sales users responsible for customers and to ensure that customer information is used for visit planning, visit execution, and team monitoring.
Scale Pricing Conditions in Penny Perfect Pricing: Use scales to define pricing conditions for different quantities or value of products in an order. You can add scale conditions to a calculation schema. Based on the condition, the system determines the scale of an order item or order header (for example, freight surcharges) and applies the corresponding rate.
Run the Pricing Worker Batch: To have the latest pricing conditions in the system, schedule the ScheduleCGCloudServiceComplexPricing APEX class that condenses information from complex pricing tables and creates pricing conditions as JSON text.
Set Up Retail Execution Users: Users in your company perform different sets of activities. You can broadly divide your users into three groups: admins, supervisors, and reps. For your users to be able to perform their day-to-day activities, give them permission and access to the appropriate groups.
Set Up the Consumer Goods Cloud Offline Mobile App: Field reps use Consumer Goods Cloud offline mobile app to record data while executing visits, even when they’re offline. You can customize the app by using Visual Studio based Modeler for Consumer Goods Cloud. Use the Sync Management app to configure how data gets synced with Salesforce.
Set up a Supervisor: Set up a Supervisor role to manage and monitor the workloads and activities of sales reps. A supervisor can monitor the users who have the Sales Rep role assigned to them. A sales rep can create a visit only for themselves whereas a supervisor can create and manage visits for sales reps in their hierarchy.
Shared Notes and Customer Tasks: Sharing customer-related information across the team creates transparency and ensures customer satisfaction. Customer tasks such as customer inquiries, issues, and concerns are shared across the field force team and back-office personnel to ensure transparency.
Signature Management in Retail Execution: Certain sales and delivery processes require signed confirmation between manufacturers and retailers. For example, a van driver requires a signature from the store manager to confirm a delivery. Signatures in BMP, GIF, or JPEG formats can be synced and printed in an invoice.
Basic Pricing in Consumer Goods Cloud: Basic Pricing in the Consumer Goods Cloud is a simple mechanism used to calculate order values based on the quantity of products ordered and static product conditions.
Start and End of Tour Activities: Drivers perform various activities at the start and the end of the tour. You can define the start and the end of tour activities based on the tour usage. Use tour templates to configure the list of activities at the start and the end of the tour. The driver performs the start and the end of the tour activities on the Consumer Goods Cloud offline mobile app.
User Substitution Management: Designate substitutes to complete customer-related tasks during specific periods by using Substitution Management. This feature makes sure that activities such as planning visits and capturing orders continue without interruption when the primary user is unavailable.
Substitution Management: Maintain service continuity for customers in the absence of reps who handle the account. Define substitutes for sales reps for specific periods and for specific customers. The substitute performs key operations for the unavailable reps’ customers.
Supervisor Travel with Sales Rep: As a supervisor, accompany your sales reps on visits to observe their behavior, coach them, and handle customer decisions that are beyond a rep's responsibilities. These joint visits help train your reps.
Surveys: Surveys are product-specific questions that are answered during visits. The Surveys page of the Consumer Goods offline mobile app shows the surveys associated with visits.
Filter Visit Survey Products: To view specific products from the complete list of products for which surveys are conducted, filter the product list. The filters are optional and collapsible, and are available for all visits.
Sync Management for the Consumer Goods Offline Mobile App: To ensure retail data and process consistency between your Salesforce org and the Consumer Goods Cloud Offline mobile app, use the synchronization (sync) process that is configured on the Sync Management app. During the sync process, the Sync Management app checks for updates to the Consumer Goods Offline mobile app (business and workflow-specific data, Runtime Artifacts, and metadata that is modified on Salesforce) and transfers these updates to the mobile app.
System Numbers in Retail Execution: Configure system number definitions so the mobile app can assign unique, human-readable identifiers, such as order, invoice, and tour numbers, to the records that field users create offline.
User Tasks: To ensure that you don’t miss either a to-do or personal action, create a user task record. You can create a task, view and filter a list of assigned tasks, and change the status of a task.
Team Coaching in Retail Execution: As a supervisor, coach your team members through a structured process to build their skills and keep them productive and confident on the job.
Team Collaboration in Retail Execution: Help your teams share information gathered during customer visits, such as competitor products, selling strategies, and new campaigns, so they can better tailor assortments to customer needs.
Team Supervision in Retail Execution: As a sales manager, you can decide the actions that each of your reps must perform to achieve the team’s sales objectives. You can provide guidance to improve reps’ performance, and encourage and motivate them to do their tasks to the best of their abilities.
Time and Break Documentation: Time tracking is an important process to monitor the time utilization of a sales team to analyze productive and unproductive time.
Tour Management Templates: As a first step in tour planning, create tour templates and route templates, and then use the templates to configure the tour settings.
Batch Processing: Transfer promotions, tactics, tactic products, and files from Trade Promotion Management to Retail Execution in bulk by running or scheduling the PromotionTransferBatch process.
TPM Promotion Integration with RE: TPM promotions marked as transfer-relevant automatically recreate as sellable RE promotions, either through UI triggers or a batch process, with logic you can customize via hooks.
TPM RE Product Resolution: When a promotion transfers from Trade Promotion Management to Retail Execution, planning key resolution maps each TPM product to one or more RE product SKUs that share the same planning key.
TPM Promotion Integration with RE: Run planned Trade Promotion Management (TPM) promotions as sellable promotions in Retail Execution (RE). When a TPM promotion is marked as transferable, the system recreates it as a sellable promotion in RE. Transfer promotions individually through UI triggers or in bulk through a batch process.
Deletion of a Transferred Promotion: When you delete a TPM promotion, the system automatically deletes the transferred RE promotion and its transferred tactic and tactic products. To prevent the deletion of the transferred RE promotion, configure a lock for deletion on the RE promotion.
Unmapped Fields: When you upload a static resource file by using dataloader.io, don't map these fields.
Upgrading Consumer Goods Cloud Managed Packages: Upgrade the Consumer Goods Cloud managed packages to access the latest features and improvements, ensuring a smooth transition with pre-installation and post-upgrade tasks. Follow the detailed steps to enable necessary settings, deploy metadata, and update user profiles and permission sets, enhancing your retail execution capabilities.
Vehicle Management for Direct Store Delivery: Create and manage vehicle records to optimize the usage of your trucks and trailers that carry inventories to stores. To track the vehicles that carry goods out of a warehouse, assign them to that warehouse.
Visit, Order, and Delivery Document Cancellation: Users can cancel visits, deliveries, and orders on their mobile devices when unexpected events stop them from finishing tasks. Some common reasons for cancellation include inventory issues such as damaged or expired goods; logistics problems such as bad traffic, payment issues when customers can't process transactions; or store-related issues such as unexpected closures or disputes over orders.
Warehouse Management for Delivery Tours: A warehouse is a manufacturer's depot from where the drivers start their delivery tour. To manage a tour, create a warehouse, and then assign products, drivers, and vehicles to the warehouse.
Set Up Your Org for the Consumer Goods Enhanced Model: With the Consumer Goods managed package, you can use advanced features of retail execution, such as manage territories, maintain master data, use advanced business process, and use the Consumer Goods offline mobile app.
Advanced User Cockpit for Enhanced Data Model: Advanced User Cockpit helps you stay organized while you perform your field activities. This cockpit shows the user cockpit for all users in a project based on the advanced model. Plan your visits, activities, tasks, customer tasks, and notifications. Get map guidance on your visits and view customer sales reports. View your CRM analytics and launch any third-party application without navigating away from the app. Automatically sync the data between your mobile device and Salesforce, and do a lot more.
Analytics for Retail Execution: Analyze account performance, track visit execution and outcomes, and monitor product compliance and inventory issues with a comprehensive set of dashboards powered by Tableau Next. Use data-driven insights to improve your retail execution and account management strategies.
Base and Enhanced Data Models: The Consumer Goods Cloud offline mobile app is designed as a group of cockpits, which are dashboards that group information in sections called cards. Use the features, sectioned as cards, to access all your features and reports in one place.
Considerations and Guidelines for Bluetooth Thermal Printer and Print Layout Setup: Learn about the resolution requirements and printer configuration support before setting up a Bluetooth Thermal Printer and what guidelines apply when defining the print layout for documents in Consumer Goods (CG) Cloud mobile app. For example, the print action skips certain special characters and text types. In print layout, each table has one table row as a table header with a specified width in percentage value.
Print Documents on Bluetooth Thermal Printers: Design a print layout for invoices or payment receipts in the customization layer. When sales reps connect their mobile device to a Bluetooth thermal printer during field visits, they can print physical documents from their Consumer Goods (CG) Cloud mobile app. The app supports only text-based printing of PDF invoices on 3-inch Bluetooth thermal printers with ESC/POS raster protocol support.
Consumer Goods Mobile App: The Salesforce Consumer Goods mobile app helps you stay organized while you juggle your tasks. The app provides an aggregated view of the most relevant, actionable information on your mobile device without logging into multiple systems. You can focus on the tasks at hand each day, view key information for each visit, and take notes on the fly within the context of your tasks.
Create a Listing Classification: To add a listing module to an account, create a listing classification. Order disposal lists and preset values for surveys are determined based on this assignment.
Customer Tasks: Sales reps can either review the customer tasks that their supervisor created or create customer tasks during visits. They can see all existing customer tasks in the Customer Task Overview module. For the customer tasks that they create, they can specify a due date for the task and associate a customer to the task. Sales reps can use multiple options to filter their customer task search results and copy customer tasks.
Data Cloud for Consumer Goods Cloud: Integrate Consumer Goods Cloud with Data Cloud to facilitate account segmentation and to empower sales reps with consumer insights and store-level product performance.
Data Cloud One: Data Cloud One connects your primary Salesforce org to a separate companion org. This connection lets users in the companion org view specific data model object data from the home org through shared data spaces, without needing a separate Data Cloud instance.
Data Cloud One Licenses: Review the license requirements for both the home org and the companion org when setting up Data Cloud One.
Segmentation in Consumer Goods Cloud: Create customer segments and optimize retail activities using data-driven insights from both B2B and B2C perspectives.
Engage Retail Execution Tableau Next Analytics Dashboards: Get a comprehensive analysis of account performance across key business metrics, including revenue, quantity, visits, and product compliance. Monitor trends in sales performance, inventory management, and customer engagement. Gain insights into account-specific metrics and identify areas that need attention based on performance indicators and year-over-year comparisons.
Explicit Start Visit Configurations: To make sure users start a visit and that at any point in time, there’s only one visit in progress for the users on the Consumer Goods Cloud offline mobile app, use these configuration settings in the Visit Start related section in Visit Template.
Enhanced Geofencing, Time Tracking, and Start Visit for Consumer Goods Cloud Visits: With explicit start visits, make users begin a visit before its execution, preventing changes to visit until the visit starts. Track the user’s time and location at key milestones during a visit, such as the start, end, and cancellation. Use geofencing to define the radius within which they can start or finish a visit, and to record if visits start or finish outside the geofenced area. Limit the number of in progress visits to one and prevent users from starting another visit until the current one is completed or canceled. With enhanced geofencing and time tracking, oversee visits, control field operations, and make visit execution accurate and reliable.
Last Visit Account: Use the Last Account Visit dashboard to track customer engagement timing and compare key business metrics between consecutive account visits. Analyze revenue changes, product performance, and compliance trends to identify account health shifts and prioritize follow-up actions.
Main Menu for Enhanced Data Model: Use the main menu to develop and test the Consumer Goods Cloud offline mobile app. For the landing page, we recommend that you select User Cockpit or Advanced User Cockpit.
Manage Product Assortments: If you use the Consumer Goods Winter ’22 data model or earlier, you can only create an assortment, add products to an assortment, and associate the assortment with a store. When an assortment is associated with a store, it’s referred to as store assortment. Products from a store assortment are available to order when an order is created for the store. We recommend that you associate an assortment at the store group level. If you have an assortment at the store group level and another assortment at the store level, the store level assortment takes precedence.
Verify the Default Location Record After Managed Package Installation: After you install the managed packages, check that the Default Location record is created as part of the installation. The Default location record is required for Visit creation as this record is automatically assigned to the Advanced Visits Place field. The Default Location record must be shared with all internal users in the system.
Consumer Goods Cloud Synchronization Limits and Guidelines: For data sync performance, create ad hoc visits or orders to download customer data on demand and sync foundational objects. Make sure sales reps have sufficient data in their Consumer Goods (CG) Cloud offline mobile app during offline visits.
Retail Execution Limits: Consumer Goods Cloud Retail Execution ensures convenient response times by controlling some of its business processes by using a comprehensive set of limits.
Integrate and Prepare Pricing Conditions for Penny Perfect Pricing: Typically, pricing conditions are stored in an Enterprise Resource Planning (ERP) system in different condition tables, such as Product key Customer key Combination of product, customer, and customer classification keys. Dynamically, for each key type or key combination a table is created. These pricing conditions are integrated from an ERP system to provide the same pricing behavior, to reuse condition data, and to handle complete calculated documents in Salesforce.
Direct Store Delivery (DSD) Limits: These limits apply to the Direct Store Delivery (DSD) and Van Sales process, which covers pre- and post-tour activities, inventory management, delivery planning and execution, sales, financial management, and retail execution.
General Limits for Retail Execution: The general limits for Consumer Goods Retail Execution aren’t related to any particular business process, but are required to define the framework.
Order Pricing Limits: Explore the limits that apply to orders with advanced pricing on the Consumer Goods Offline Mobile app.
Order - Excel Import Limits: These limits apply to fast order entry in the Consumer Goods offline mobile app when you import clipboard data from spreadsheets.
Set Up Salesforce Calendar for Visit Scheduling: With Salesforce Calendar, sales managers can avoid scheduling conflicts because they can see the visits assigned to their field reps. The visits appear as events on their calendars. Field reps can also check their calendars for scheduled visits and plan their day accordingly.
Considerations for Speech To Text Integration: Review these important considerations for setting up speech-to-text. These include changing session limits and silence detection, designing the user interface and theme, stopping sessions automatically, handling errors, and setting up offline language packs.
Accelerated Hands-Free Field Execution With Speech-to-Text Integration: Give your sales reps a hands-free experience by configuring voice-driven scenarios in the Consumer Goods Cloud mobile app. Sales reps can use their voice to capture survey data, take notes, and update orders while online.
Store Cockpit for Enhanced Data Model: Store Cockpits show visit-related information with in-store live reporting and serves as a single point of access for visit activities. As a supervisor, get a complete view of a customer and use this information to plan visits and review sales and compliance. As a sales rep, use this information to interact with store managers and understand store requirements.
Team Supervisors’ Roles & Responsibilities: Monitor and track the activities of your sales reps to achieve your team’s sales objectives. Provide guidance to improve a rep’s performance and ensure greater customer satisfaction. Plan the store visits of your sales reps, create store-related job lists, and assign activities to your sales reps.
Tour the Consumer Goods Cloud Offline Mobile App: Before you start using the app, take a tour of the Consumer Goods Cloud offline mobile app. Based on your selected preference, you can see one of these landing pages: Main Menu, User Cockpit, and Advanced User Cockpit.
Understand Consumer Goods Base Model: Understand the high-level workflow of setting up and using the capabilities of retail execution available in the base data model.
Understand Consumer Goods Enhanced Model: The Consumer Goods Cloud enhanced data model adds advanced retail execution capabilities, including managed packages, multi-market management, penny perfect pricing, and the offline mobile app. Use this guide to set up each capability in order.
Understand Penny Perfect Pricing: Learn the architecture of Penny Perfect Pricing and how schemas, templates, search strategies, and keys interact to calculate precise order prices.
Activities: Activity is a list of questions or surveys that sales reps can answer during store visits. Depending on the visit template added, activities get automatically added to visits that are created using these templates, saving you time and effort. You can also add products and customers to an activity to quickly make the activity available to the products and the customers.
On Demand Visit Creation: Sales reps must be flexible to accommodate new visit requests either due to changes in the business scenario or to cater to a prioritized customer or urgent activities. To accommodate these requests, sales reps must set up on-demand visits.
Penny Perfect Pricing: Penny perfect pricing calculates orders based on maintained conditions and provides accurately calculated documents, such as invoices or orders while on the field. Advanced pricing supports the various condition types and various search strategies or key types, making finding the relevant condition possible.
Analyze Bluetooth Scanner Issues: Activate general logging to quickly identify the issues you’ve when you use your bluetooth scanner.
Calculation Groups in Penny Perfect Pricing: Classifying pricing-relevant conditions into calculation groups reduces the configuration effort as you can maintain calculation groups instead of maintaining each condition. You can configure calculation groups only for order item conditions.
Calendar Planning: Depending on the market and different sales and service teams, you can use different visit planning approaches. The management team can fully drive the planning process based on the defined planning criteria or predefined trip list, but sales reps can also plan visits. With the option to plan visits, as a sales rep, you can adjust your visit schedule for a day or a week. Common planning options are planning with integrated trip lists or job lists, or creating unplanned visits to accommodate a plan or a customer.
Copy an Order: To quickly create an order, use the Copy option in the context menu of an order and copy the contents of the order. You can copy all items along with item templates and quantities from the source order. This option isn't available for deliveries and truck load documents and is only available for pre-orders.
Group Your Customers with Customer Segmentation: Customer segmentation is the grouping of customers into target groups or customer sets for specific business processes, such as promotions, activities, or penny perfect pricing.
Customer Data Management: Customer management refers to applying various techniques and methods to establish long-term relationships with key consumers based on data about their preferences, behaviors, and purchases. Use the Customer module to centrally create and monitor customer data, such as address, communication channels, contact partners, store opening hours, and point of sale, and avoid redundancy. For example, update all address data records of a customer by updating the address only one time in the Customer module. Or, add customer-specific conditions to a customer by using condition templates. Use store classification attributes and customers' trade org hierarchy for business processes such as strategic visit planning.
Daily Reports: Sales reps and supervisors can use daily reports to analyze, track, and monitor all field rep activities. Daily reports track the productive time spent on customer visits, research, and sales, and the downtime spent on breaks, vacation, and private appointments. Use daily reports to improve productivity by tracking the time spent on customer visits. Sales reps can use Visit Calendar to create and maintain daily and weekly visits, and update the daily reports for productive and downtime visits.
Reports: Reports give detailed insights about your customers as tables and graphs. You can view information such as a customer’s sales figures or promotions that are created for a customer by tapping the Reports tile on the main menu. The overview lists the relevant reports for the logged-in user.
Delivery Execution with Delivery Documents: Use delivery documents to deliver preordered products based on the inventory on the truck. During delivery execution, start a visit, provide products from the truck, and obtain signatures. Generate cash or credit invoices, and print or share invoices to finalize the delivery. You can pick up sellable returns, damaged products, or empty containers by using the return documents. The delivery documents and inventory sync to Salesforce when you complete the visit.
Van Sales Delivery Execution: After completing the start tour activities in the warehouse, execute the tour by directly delivering products to stores by using van sales orders. During the delivery execution process, the tour driver begins a visit, places orders for product delivery, or collects returns via a return order. The tour driver then finalizes the order, generates a cash or credit invoice, prints or shares the invoice, and completes the order.
Driver Cockpit on the Consumer Goods Offline Mobile App: Identify and select a tour by using the driver's cockpit, which is the landing page on the Consumer Goods Cloud offline mobile app. The system syncs tours from the current day and tours from + or - 1 working day at the start of the day and shows the tours in the driver’s cockpit. All data syncs apart from the start-of-day sync are configurable depending on sync settings that the admin sets in the tour and order template.
End-of-the-Day Activities for a Tour: Review final tour details, perform vehicle inspections, do product check-ins for remaining products on the truck and returns, and complete all the end-of-the-day activities for a tour.
Free-Item Conditions in Penny Perfect Pricing: Penny perfect pricing supports free-item conditions where customer is given free goods based on predefined conditions. Free-item conditions are considered during condition finding and calculation.
Grouping Conditions in Penny Perfect Pricing: Penny Perfect Pricing supports grouping conditions in calculation. Grouping conditions consider only a subset of order items for a certain condition. For example, a group of beverages and candies with discounts for each. With grouping, you can make sure that the beverage condition is used for order items with the attribute beverage and the candy condition is used for order items with the candy attribute.
Header Conditions for Online Orders: Header conditions apply at the header level of an order. Header conditions are independent of individual line items. To determine a condition, the system considers a base value for all items. The condition can be a percentage or a flat rate. The result is calculated at the header level.
Condition Hierarchies and Sets in Penny Perfect Pricing: Penny perfect pricing is data-intensive. As numerous condition types are defined at the product level or customer level, storing all conditions in a mobile device is impossible. So the condition information is stored in more general levels, specifically Customer Hierarchy, Product Hierarchy, or Customer Sets.
Perform Retail Execution Activities as Hybrid User: Perform visit tasks alongside direct store delivery or van sales execution. During a delivery visit, you can complete visit activities such as store or shelf compliance checks, track assets, or create retail orders.
JSON Structure for Pricing Information: During penny perfect pricing calculation, the pricing information of the order header steps and order item steps is stored as JSON files in the object's pricing information fields.
Manage Visits: Create customer-related visits by using the Consumer Good Cloud Offline mobile app. You can also create visits that aren't customer-related. For example, you can create a private appointment or a vacation.
Master Data Management: Master data is a combination of legacy data and manually entered and maintained new data. Master data is the foundation of business processes and comprises business rules and functions for users, customers, regions, products, and organizational elements. Managing master data ensures consistency and control by providing processes to collect, aggregate, match, consolidate, quality-assure, and distribute data.
Why Do You Need the App?: Consumer Goods Cloud offline mobile app is an intuitive mobile solution that can be used with iOS and Android phones and tablets. The app offers enhanced mobility with real-time visibility and offline and online capabilities.
Execute a Visit: The app lets you perform inventory checks and custom tasks. Tap a visit from the store cockpit to open the navigation pane for the visit.
Getting Started with the Consumer Goods Cloud Offline Mobile App: The Consumer Goods Cloud offline mobile app lets you record data while executing visits even when you’re offline. You can sync your mobile device with data from Salesforce anytime you want. Data that you enter on your device is uploaded to Salesforce during background sync.
Order Calculation: Order calculation determines the pricing information of an order and calculates the order value.
Order Management: Use the Orders module to place orders based on various order types during store visits. The inventory reflects as stock and is updated when a device is synced.
About Order Payments: Collecting payment for an order depends on the customer role and the document transaction type of the order.
Order Quantity Suggestion: Sales reps can check suggestions for order quantities when they place an order. The quantity suggestion depends on the number of historical orders that's configured in the order template.
Picture Quality Resolution: Each picture quality value consists of three numeric values that are concatenated with a dash.
Point of Sale (POS): Point of sale (POS) or secondary displays aid in sale and promotion of new products, seasonal merchandise, or even popular products. Drive in-store product visibility and improve sales by recording POS in stores and conducting POS audits as part of field execution activities. POS is supported in store audit questions but not in product related surveys.
Pricing Conditions in Penny Perfect Pricing: Penny Perfect Pricing considers various pricing conditions when calculating prices. The system calculates the penny perfect prices based on flexible rules (set through pricing configuration), and customer and product pricing conditions, such as prices, discounts, and surcharges, to determine the prices in scenarios such as when creating an invoice for an on-demand sales order, calculation of presales order, or calculation of a return.
Setup for Penny Perfect Pricing: A typical flow of pricing configuration involves creating of the key attributes, key types, search strategy, pricing condition template, calculation schema, and schema determination.
Pricing Information in Retail Execution Orders: Pricing information is stored in the order header and order item objects that are used for printing and interfacing. The pricing condition-related information is stored in the respective pricing-information attribute of the order and order item objects. To store pricing information, set the Generate Pricing Information field of the order template to Yes.
Penny Perfect Pricing Logs: The pricing engine writes and syncs a pricing log only if the Generate Pricing Log field of the corresponding order template is set to Yes. If the pricing engine skips a calculation step while calculating an order, then the pricing log captures the step's details, such as the field that skipped the step: either User Exit, Calculation Group, or Promotion. To view the pricing log, go to the Pricing Information and Attachments tab of an order. The Pricing Log shows the conditions that aren’t found for the order.
Promotional Orders in Retail Execution: Depending on the defined configuration, the system determines the valid promotion tactics and promoted products for all promotions.
Promotional Pricing in Retail Execution: Configure a selectable promotion within a promotional order to make the order eligible for promotional pricing. To apply promotional pricing, the system assigns various reward groups to selectable promotions.
Capture Signatures in an Order: Signatures are used when a customer or store manager confirms and releases an order. If an order template has an assigned signature template, when you release an order, the system initiates the process to capture the store manager’s signature.
Scan Products in an Order: You can add new products in an order by scanning a product's barcode. When you scan a product, the system increases the order quantity of the product by the value defined in the Scanning Increment field of the order item template. You can individually select the item template that's used for a new order item for each order by using the Settings option.
Special Rewards for Consumer Goods Cloud Promotions: With special rewards or manual rewards, you can easily offer the required rewards to a customer. Special rewards are different than regular rewards because they don't apply values to an order through a condition template. These rewards use the values that a user exit function, which you configured for a reward, returns.
Start of the Day Activities for a Tour: To review your tour schedule, validate tour and vehicle information, perform basic vehicle inspection, and check out the inventory for a DSD or Van Sales tour, use the Driver and the Tour Cockpits on the Consumer Goods offline mobile app.
Tasks: Tasks are activities that must be completed before a due date. Sales reps can create tasks by using templates. They can see all existing tasks on the Task Overview card of the main menu. Sales reps can specify a due date for the task and associate a user with the task. They can use multiple options to filter search results and copy a customer task.
Tour Cockpit on the Consumer Goods Offline Mobile App: Use the Tour Cockpit to view a tour for review or start a tour for tour execution. The Tour Cockpit shows tour-related information such as visits, tour messages, inventory check-out, delivery, inventory check-in documents, and other tour-related activities.
Route and Traffic Information for Scheduled Visits: With Optimized Routes, get the best visit sequence to reduce visit time and plan additional visits. The maps provide store locations with the route for a day. With optimized routes and real-time traffic updates, sales reps can react to potential road works or traffic jams and avoid any delays in their schedule.
Use the Consumer Goods Cloud Offline Mobile App: When you open the app, the data is available on the app as configured by your admin. To log in to the app, if you’ve set a security PIN, enter the PIN.
User Exits for Consumer Goods Cloud Offline Mobile App: Customize how the pricing engine works using user exits. When calculating an order, the pricing engine uses the configuration defined in Consumer Goods Cloud for the User Exit fields: User Exit Base, User Exit Result, User Exit Constraints, and User Exit for Search Strategy.
Understand the Consumer Goods Cloud Offline Mobile App: Use the Consumer Goods Cloud offline mobile app to seamlessly perform retail activities even at stores with poor internet connections. Get quick access to everything you need during a visit, even without connectivity. The app UI design is cockpit-based and the app’s cockpits are called User cockpit and the Retail Store cockpit. Each cockpit has sections called cards.
Visit Calendar Page: To perform activities related to a visit, use the Visit Calendar page. By default, the visit calendar page shows the weekly view.
Visit Preparation: Plan your sales reps' store visits in detail to help improve their performance.
Visit Schedule Review: Sales reps can access and review their scheduled visits for a day from the user cockpit. The visit schedule shows all visits and other appointments that your supervisor or head-office planned and serves as a base for further planning.
User Cockpit for Base Data Model: User Cockpit, also known as Your Day, helps you stay organized while you perform your basic field activities. Access information about your visits and automatically sync your mobile device with the data from Salesforce and vice versa. Perform inventory tasks and create orders.
Consumer Goods Visit Execution App: The new Consumer Goods Visit Execution app lets your reps perform all visit execution tasks without physically visiting stores. You can access all visit execution mobile capabilities on a desktop to monitor and engage your stores virtually. You can’t scan a product in the app. Also, for the Place Order task, the Confirm button is disabled.
Add Data Cloud Salesforce Connector Permissions: To ingest objects and fields into Data Cloud, add the View All Records and Read permissions to the Data Cloud Salesforce Connector permission set in your Salesforce org.
Edit Data Lake Objects for Consumer Goods Cloud: Data lake objects (DLOs) that store transformed data and then map the data lake objects to data model objects (DMOs). A data lake object is a container for the data that’s brought into Data Cloud.
Required Licenses for Data Cloud Integration: Before you integrate Consumer Goods Cloud with Data Cloud, make sure that you have the required licenses in Consumer Goods Cloud and Data Cloud
Consumer Goods Cloud Data Model Objects: When you set up and Install the Consumer Goods Cloud Data Kit and deploy the data streams, you get access to data model objects (DMOs) as part of the SSOT package that’s automatically installed in your org.
Verify the SSOT Package Version in Data Cloud: Single source of truth (SSOT) is a framework within Data Cloud designed to maintain the Salesforce Standard Data Model across various applications and data sources. After you install or upgrade to the latest SSOT, the latest data model objects (DMO) are available in the org.
Install the Consumer Goods Cloud Data Kit: Install the data kit package in your Salesforce org and deploy data streams to enable Consumer Goods Cloud data to flow into Data Cloud DMOs.
External Bluetooth Device Custom Implementation: Tailor the functionality of Bluetooth input devices (Bluetooth keyboard and Bluetooth laser barcode scanner) by using the Consumer Goods (CG) Cloud mobile app framework APIs. For example, when a sales rep opens an order screen in the CG Cloud mobile app, you can customize the app to automatically activate the Bluetooth keyboard and on exiting the order screen, the app automatically activates the Bluetooth barcode scanner and deactivates the bluetooth keyboard.
Consumer Goods Retail Execution Permission Set Licenses: Permission Set Licenses (PSL) enable users to access the Consumer Goods Cloud features that aren’t included in the users’ licenses. You can assign any number of permission set licenses to a user.
getItemObjects(): Returns an array of list items that match the currently applied filters. Call this method for UI-Binding only. Use getAllItems() if you want to get all existing items in the list.
getItemByPKey(pKeyValue): Searches for an item within the list for the given PKey and returns it. Returns null if no items or multiple items have been found.
isFiltered(): Checks if filters are set on a list.
List Model: List Model is the base class for all list objects. It isn’t meant to be accessed directly, but provides methods for all objects that inherit from this class.
resetFilter(fieldName): You can reset a filter applied on one property. Resets the filter on the given attribute name.
resumeListRefresh(): Resumes sending events after calling suspendListRefresh().
setCurrentByPKey(PKey, mode): Selects an element of the list. If the selection happens after adding an item, the mode parameter is used to notify the framework. This is required for certain master detail scenarios on phones where the added item detail must be shown.
Consumer Goods Cloud Mobile App Customization: Model the design contracts in Visual Studio (VS) Code Based Modeler (available from Winter ’24) to configure and customize the Consumer Goods Cloud mobile app on your Windows or Mac computer. Design contracts are XML files that specify the code for the mobile app user interface, processes, objects, data sources, labels, and other parts of the model.
Retail Execution Permission Sets Before Summer ’24: Before Consumer Goods Summer ’24, permission sets were delivered as static resources (unmanaged permission sets) that customers had to add manually. To avail automatic managed package push upgrades, upgrade to Winter ’26 or higher. Migrate to managed permission sets and reapply your customizations to the new permission sets.
Permission Sets for Retail Execution Users: Consumer Goods Cloud primarily uses managed permission sets as the standard for all users. These permission sets are mandatory and essential for automatic push upgrades, ensuring seamless access after updates. All customers, including those on pre-Summer ’24 versions, must use or migrate to these managed sets. The unmanaged permission sets are listed for historical reference only.
AccountManagerOrgUnitBased: Manage account managers based on org unit customers and org unit users. By using the org unit customer and org unit user records, the batch adds, modifies, or removes the account managers for an account. When there are changes in the org unit assignments of customers and users, or you change the org unit structure. This batch job makes sure that each account is updated with the correct account managers based on the latest org unit structure. The AccountManagerOrgUnitBased batch saves the administrative effort to update each account manually and you can make org unit changes with a quick turn-around.
Activity Execution Key Objects: Familiarize yourself with the available objects for enabling activity execution during retail visits.
Promotion Integration Configuration Fields: When you upgrade the managed package, all promotion integration configuration fields aren’t part of the standard layout. Enable the Trade Promotion Management to Retail Execution promotion integration feature by adding the configuration fields to the standard layout.
AggregatePromotionBatch: To show the promotions for visits or show the promoted products for orders, create promotion store records that link promotions to stores by using the AggregatePromotionBatch batch. A retail promotion is set up using either an anchor account or an anchor account set. The anchor account is higher in the account hierarchy. Lower-level accounts are designated valid stores (Current Date is between Store Valid From and Store Valid Thru dates in Account Extension).
Attributes of Custom JSON: Custom JSON for order templates uses attributes to specify the names, descriptions, and behavior of the fields in the various sections of the order.
AuthorizationListSetupBatch: Identify and create product authorization lists for stores (accounts with the Store role) based on the account hierarchy and the authorization list for the accounts in the hierarchy. The listed products in the authorization list are crucial for presetting the products in order items list (during orders) and surveys. The batch searches for the authorization list in the account hierarchy from the lowest to the highest. The batch finds and stops at the first hit in the hierarchy level and then considers all listings at that level as authorization lists for the store. The listing classification of an account, in turn, identifies the products for the store listing.
CallOrderDistributionReOrgBatch: To show relevant and accurate visits and orders on the Consumer Goods offline mobile app, use the CallOrderDistributionReOrgBatch batch. The batch process identifies all the past visits and orders of accounts that are distribution relevant (Distribution Relevant is true). Only the distribution relevant order and visit records are synced on the mobile app. The batch ignores the visits and orders that have Distribution Relevant as false.
Condition Key Objects: Condition objects store details about the prices of products and condition templates that create conditions. Conditions can be for customers (Retailer, Distributor, or Wholesaler price or discount), products (discount on specific products for all customers), or customer-specific product conditions (product prices intended for specific customers).
Configurations for Delivery Documents: Typically, delivery documents are integrated from the external systems as orders and have the document type as delivery in the Consumer Goods Cloud desktop app. You can use the out-of-the-box templates (such as Order Template, Order Item Template, and Inventory Transaction Template) with relevant configurations for delivery, sellable return delivery, and damaged return delivery after you do the demo data upload in Static Resources. The templates are prepopulated with key fields to execute deliveries, and you don’t need to manually make these configurations. To customize these templates or create new delivery templates, configure these key fields on the Consumer Goods Cloud desktop app along with the relevant fields required for that template.
Configurations for End Tour Activities: Efficiency of end-of-day tour activities on the Consumer Goods offline mobile app hinge on key configurations for tour and vehicle reviews, check-ins, and inventory.
Considerations for Promotion Transfer: The promotion transfer process is a unidirectional process and happens only from Trade Promotion Management to Retail Execution.
Account and User Task Key Objects: Organize and monitor various account and user tasks during retail execution by using Account and User Task objects.
Custom JSON for Add Items: Custom JSON for Add Items controls the name and display behavior of the various product fields on the Add Items page.
Custom JSON for Free Items: Custom JSON for Free Items controls the name and display behavior of the product fields on the Free Items page.
Custom JSON for Order Details: Custom JSON for Order Details controls the name and display behavior of the order fields on the Order Details page.
Custom JSON for Order Items: Custom JSON for Order Items controls the name and display behavior of the order and product fields on the Order Items page.
Custom JSON for Order Page Header: Custom JSON for Order Page Header controls the name and display behavior of the order fields on the order header.
Daily Report Key Objects: Analyze the productive and unproductive hours and monitor the time utilization of a sales team by using the Daily Report objects.
EffectiveAccountManagerSyncBatch: Use this batch to create account team members from valid customer managers and provides the customer managers access to the account. This batch process adds the current customer managers to the Salesforce Account Team Member object.
Enhanced Penny Perfect Pricing V2 for Batch Runs: To process the pricing conditions during a batch run, use the enhanced version (Penny Perfect Pricing V2) of the pricing condition batch through the Apex class in the managed package. The improved version of the Penny Perfect Pricing batch works better with less resources, takes less time, and can handle more pricing conditions.
Minimal Values of the JSON: When the mandatory attributes aren’t present, the system throws an error when saving the custom JSON.
JSON Validations: When you provide a custom JSON in an order template, the system verifies that the JSON is valid and that all required attributes are present. All attributes and attribute values are case-sensitive and the attributes must be part of the objects that they’re referred from.
Limitations for Orders on the Consumer Goods Cloud desktop app: Certain functionalities, including product assortments and filtering options, aren't available for advanced orders on the Salesforce org. Keep these limitations in mind while placing an order through Lightning Web Component (LWC) on the Consumer Goods Cloud desktop app.
Org Unit Key Objects: Build org unit hierarchies and manage customer relationships by using Org Unit objects.
Pricing Information Fields Persisted for Desktop Orders: The Penny Perfect Pricing (PPP) engine pricing fields are saved to the database for consumption in the desktop order experience. Based on the calculation schema, these values are calculated by PPP engine.
Product Assortment Key Objects: Create and maintain product distribution definitions over various regions or customers within stores by using Product Assortment. Assortments provide continued product distribution, brand awareness, and sales over time.
Product Master Key Objects: Monitor and manage product information for enhanced business processes with product objects and relationships. Product Master stores the data that you require to identify a product.
Promotion Hurdle Key Objects: Use hurdles and expressions, and apply rewards associated with reward groups to a sellable promotion.
Route, Tour, and Warehouse Key Objects: Set up route templates and tour templates, create routes with (warehouse, user, and customer) assignments, and create independent tours or tours from routes by using the Route, Tour, and Warehouse objects.
Sales Folder Key Objects: Manage and publish content to support sales reps during sales pitches by using the Sales Folder objects. You can link a sales folder to a customer or an org unit.
Sales Organization Key Objects: Create business segments within the Consumer Goods Cloud to structure your data and business processes by your organizational unit by using Sales Organization objects.
Signature Capture Key Objects: Set up and capture signatures during business processes such as orders, contracts, or daily reports, by Using Signature Capture objects.
Configurations for Van Sales Delivery Execution: Consumer Goods Cloud out of the box ships all the relevant templates for vans sales orders such as Order Template, Order Item Template, and Inventory Transaction Template, via the demo data upload in Static Resources. When you download the demo data, you can use these out of the box templates for the van sales order. The templates are prepoulated with key fields along with the all relevant fields for the template to create an order without manually making these configurations. To customize these templates, configure these key fields on the Consumer Goods Cloud desktop app along with the relevant fields required for that template.
Promotion Transfer Relevant Fields: During the promotion transfer process, the system identifies and copies data of the transfer relevant fields from Trade Promotion Management promotion to Retail Execution promotion.
User and Substitution Key Objects: User and Substitution objects store and manage the substitutes for unavailable sales reps. The substitute performs key operations for the reps’ customers for specific periods.
Visit Management Objects: Plan and execute your sales reps' store visits in detail to improve the store’s performance by using visit management objects.
CG Cloud Managed Package, Mobile App and Beta Release Calendar: This schedule outlines our planned monthly CG Cloud Managed Packages and Mobile App releases. It also details our planned beta releases for iOS through Apple TestFlight and for Android through Google Play beta testing and their customer testing windows.
Consumer Goods Cloud Flows: Automate some of your repetitive business tasks by using Flows. Consumer Goods Clouds out-of-the-box provides Overridable Flows to automate some of the key business workflows that run behind the scenes for uninterrupted Retail Execution. You can use them as-is or create customizations. These Flows are part of the managed package and are initially in an Inactive status. They can be activated according to your requirements. A comprehensive list of Overridable Flows can be found here.
Approval Processes for Direct Store Delivery (DSD) and Van Sales: Similar to Retail Execution orders, all Direct Store Delivery and Van Sales orders are set to Ready status after drivers complete their order on the offline mobile app and the order's approval processes are completed. Here are considerations made while setting up direct approval processes of the Advance Orders object shipped as part of Static Resources for Direct Store Delivery and Van Sales.
Patch Releases: We release patches periodically. Check back here for information about every release.
Essentials for Tour Drivers During Van Sales Deliveries: Keep these considerations and limitations in mind when you, as a tour driver, carry out the van sales deliveries for a tour on the Consumer Goods offline mobile app.
Essentials for Tour Drivers During Deliveries: If you are a tour driver and you are delivering goods for a tour on the Consumer Goods Cloud offline mobile app, remember these things.
Upload Images for Products: Add product images that appear on inventory checks and orders in Retail Execution within the Salesforce mobile app by using the Lightning-avatar component.
Batch Processing for Consumer Goods Cloud Managed Packages: To fulfill business processes, run the batch processes available with the Consumer Good Cloud managed package. These batch processes require that the master data be loaded into the system. You can run a batch job manually, and you can use the settings to customize the process.
Assessment Indicator Definition: During a visit, you capture store data and measure store performance by using a set of parameters that are defined by using the Assessment Indicator Definitions. For example, the count of a product on a shelf, or a product facing on a shelf. You can associate an Assessment Indicator Definition (AID) with one or more assessment task types such as Product, Product Category, Promotion, Planogram, and Custom on the mobile app.
Workflows to Flows Migration: From Winter ’24, equivalent flows are created for the workflows and bundled with the managed package in an inactive state without customization. There’s no change to the existing workflows and you continue to work as is. If a workflow is inactive, as part of Winter’24, the workflow continues to be in an inactive state.
Process Builder to Flow Mapping: Using the process builder to flow mapping, deprecate process builders and begin transitioning from process builders to flows.
Process Builder to Flow Migration: From Winter ’24, Process Builders and one flow are no longer a part of the additional metadata static resource folder. They’re included in the managed package as Flows. All changes apply to the new customers and the existing customers who upgrade to the managed package.
Create an Assessment Indicator Definition: To measure store performance and define targets in Retail Store KPIs (RSKPIs), define the Assessment Indicator Definitions and associate them with an assessment task.
Define Picklist Values for an Assessment Indicator Definition: An Assessment Indicator Definition (AID) supports a single-select picklist option. With Assessment Indicator Defined Values (AIDV), you can define the picklist options for a picklist AID. As part of AIDV, you define the picklist option (in the Value field) and the sequence number that determines the order that the options appear in during a visit.
Define Target Values for a Picklist AID: Use Assessment Indicator Values (AIV) to define the targets (in Retail Store KPI) and capture the actuals (Retail Visit KPI) for an Assessment Indicator Definition (AID) of the type Picklist. Set the target value as AIV in Retail Store KPI by associating the corresponding AIDV for a Picklist AID. When you select a picklist option and provide the actual value during a visit, the system automatically associates the AIV (actual) with Retail Visit KPI.
Workflow to Flow Mapping: Deprecate existing workflows and transition from workflows to flows by using the workflow to flow mapping.
Access Store Cockpit for Enhanced Data Model: The Store Cockpit provides a 360° view of a store. You can get an overview of the store as if you’re physically visiting the store.
Configure a Quick Access Card for the Consumer Goods Offline Mobile App: CG Cloud Offline Mobile app supports only outbound deep links to other apps. For example, you can open Salesforce apps such as Slack or external apps from CG Cloud Offline Mobile app. Configure a quick access card that your reps can use to open allowlisted Salesforce apps and third-party apps without leaving the Consumer Goods Offline mobile app.
Associate a Retail Store to Retail Store Groups: You can associate one retail store with multiple retail store groups. The store automatically inherits the key performance indicators (KPIs) from all the retail store groups. Also, you can associate one retail store group with multiple retail stores.
Add Contacts: Contacts store customer information. The relation between contact and customer is stored as Customer data.
Add Custom Attributes to Penny Perfect Pricing Context: Use pricing context definitions to add custom attributes for penny pricing calculations in Consumer Goods Cloud. Use custom attributes to refine condition searches or extend logic in user exits.
Add Customer Conditions in Penny Perfect Pricing: Create customer conditions to define prices or discounts for customers. You can create customer conditions only from condition templates with customer reference.
Add Customers to Customer Sets: Add customers with similar requirements to a customer set. Always add customers from the same sales org as the customer set.
Add Customer Extensions: To display customers on mobile devices, add the Account Extension data record to a customer. Each extension can have multiple roles.
Add Customer Managers: Customer Manager stores information about users who plan visits for an account.
Add Customer Relationships: A customer can have multiple relationships. For example, customers who receive goods ordered by a primary customer can be the customer's Delivery Recipient. And customers who pay the invoice can be the primary customer's Payer. But only one customer can be the primary customer's main customer. For example, a primary customer can have multiple wholesalers, but only one wholesaler can be the main wholesaler. All relationships have validity periods.
Add Customers to Routes: After you create a route by using a route template, you can add one or more customers to the route. When you add customers, they’re added sequentially to the route. You can modify the customer sequence on the Edit Sequence page. You can create customers and a list of tasks for the customers on the route.
Add Customer-Specific Product Conditions in Penny Perfect Pricing: To set up personalized pricing or discounts for specific products and customers, create customer-specific product conditions. Consumer Goods Cloud doesn’t support adding customer-specific product conditions out-of-the-box. However, you can customize the pricing conditions by using these customer-specific product condition templates that include references to customers and products.
Add a Hurdle to a Reward Group: Hurdles include the parameters that must be evaluated for receiving a reward related to a specific selectable promotion. Hurdles are used in combination with promotion expressions to determine the parameters and evaluation criteria for defining the eligibility criteria of receiving a reward.
Add Managed Products: Use the Managed Products related list to associate Category or Brand-level products to user settings and to restrict user access to product categories or brands. You can define the management relation for one customer or all customers. For example, a user can be the product manager for a section of a company but not the product manager for another section for the same company. But, a user can also be the product manager for a section for multiple companies.
Add Managers to Customer Sets: Assign managers to customer sets. The management relation between a user and a customer set has a validity period.
Assign Users to an Org Unit: Assign users to org units to give the org units access to all stores. You can add up to 4,800 users to an org unit. You can also edit, or delete org unit users.
Add Customers to Org Units: Assign a customer to an org unit to enable a business relationship between the org unit and the customer. You can add up to 4,800 customers to an org unit. You can also delete, or edit customers.
Add Picklist Values to Sales Org Picklist Value Set: To create a sales org, first add values to the sales org picklist. The Sales Organization drop-down list values are retrieved from the predefined picklist values part of the Global Value Set.
Add Product Conditions in Penny Perfect Pricing: Use product conditions to specify product prices for order value calculation. You can create product conditions only from condition templates with a product reference. You can specify multiple product conditions for a product based on different combinations of price type and price list. Each product condition has a validity period.
Add a Product Warehouse: Assign products to the driver's warehouse for direct store delivery or van sales execution. Drivers' devices only show products from their assigned warehouses. Warehouses are tour start and endpoints for drivers, vehicles, and products.
Add a Product to a Reward: Define promotion reward products for a specific reward of a selectable promotion.
Add Promotion Lock Status: Add the promotion lock status setting to enable your users to delete promotions in any phase.
Add Related Customer's Relationships: Add information about relationships for your related customer. For example, if you've a payer, add information about the other accounts that your payer is related to.
Add a Reward Group to a Sellable Promotion: The Reward Groups related list displays the list of reward groups associated with a promotion. The rewards to be included in the different reward groups are dependent on the evaluation of operators and threshold value defined using hurdles and promotion expressions.
Add a Search Strategy Step: A search strategy consists of search strategy steps to be processed in a particular sequence. The sequence is defined by the sort column in the search strategy. The strategy steps link the key types to a search strategy. A search step can be exclusive (stop if a condition is found) or non-exclusive (executes all search steps). If multiple conditions are found, the system combines all of the conditions. For example, it’s possible to collect discounts spread over hierarchy levels.
Add Products to a Tactic Manually: The Tactic Products related list displays the list of products that are manually assigned to a tactic.
Add a Tactic to a Promotion: A tactic describes an action or a procedure as a step in the execution of a promotion. Tactics are the lowest level of tasks that are performed for a campaign.
Add a Unit of Measure for a Product: You can define multiple units of measure (UoMs) for each product. Use UoMs to efficiently manage orders for a product and its distribution.
Add a Vehicle: Create a vehicle record for each vehicle that’s used to transport goods to retail stores.
Add a Stage Transition to a Consumer Goods Cloud Workflow: A business object can have various stages. Workflow stages change when a business object changes stage. You can restrict a user from changing the stage of a business object.
Add Files in the Related List for a TPM Promotion: The promotion transfer process transfers any Salesforce files linked in the TPM promotion to the retail promotion. Similar to a TPM promotion, the system creates a link to the content file in the RE promotion.
Approve or Reject a Daily Report: Supervisors can review their reps’ daily reports whose status is Released, and can either approve or reject the reports.
Add Customer Sets to an Activity: To add an activity to multiple customers quickly, add the relevant customer set to the activity. You can add a customer set to an activity only if Consider Customer Set is selected in the associated activity template. The Activity Customer Set related list shows records that link activities and customer sets.
Add Customers to an Activity: You can add a customer to an activity only if you select Consider Customer for the associated activity template. For event-driven activities, the job list generated from an activity is applicable to the customers that are added to the activity. For standard activities, questions and surveys are applicable to the customers added to the activity. You can exclude a customer for an activity by marking the customer as Excluded. The Activity Customers related list shows the customers who are added to an activity.
Assign Job Definition Templates to Activity Templates: To create a job pool for a specific business purpose, assign job definition templates to activity templates. You can assign a job definition template to an activity template only one time.
Assign a Parent Product to a Product: Assign a Parent Product or Product Group to another product group or to a product level in the dynamic product hierarchy. Generally, product hierarchy information is fetched from an ERP system, but you can manually define parent products for products and product groups. To add a product to a hierarchy that is valid for a specific time, assign a parent to the product.
Add Products to an Activity: You can add products to an activity only if the Consider Products option is selected for the associated activity template. When you create a visit using the visit template added in the activity, these products are added to the visit. And the surveys added in the activity template are added for these products. The Products related list on an activity record page shows the products that are added to an activity.
Assign a Product Selector Group to an Order Template: Product selector groups define how to show products in an order disposal list when orders are created on mobile devices. The groups also determine item view filters shown in a disposal list.
Assign a Product to a Warehouse: To identify the products that can be shipped from a warehouse, assign them to the warehouse.
Assign a User to a Warehouse: To allow users, such as drivers, take products out of a warehouse, assign them to the warehouse.
Map a Mobility Sales Organization to a User: Assign users to the relevant mobility sales org so that your users can sync data from the assigned mobility sales org in the Consumer Goods Cloud offline mobile app.
Define Company Logo on User Cockpit: Customize the UI, lookup, datasource, and process contracts in Visual Studio (VS) Code based Modeler. Build the contracts and review the customization in the simulator app.
Complete Customer Tasks: As a sales rep, you can complete a customer task only if the workflow that's assigned to your task allows you to do so.
Configure Profile Access for Users in Summer’23 and Winter’24 Package: To access the Lighting Web Components and for product pre-population, while upgrading to the Summer ‘23 package, Summer’23 patch or Winter’24 package, manually update the profile access for various user profiles.
Configure Promotion Lock Status: When you add the promotion lock status setting, your users can delete promotions in any phase. Customize the setting so that users can’t delete promotions in the phases that you specify.
Configure Consumer Goods Cloud Generative AI Invocable Actions: Configure the custom system settings for Apex variables in the out-of-the-box Apex classes shipped with the Consumer Goods Cloud managed package. These settings determine the number of records fetched from the objects and are used by the prompts. Perform this task only if you want to modify the default configurations for the variables in the invocable actions.
Deactivate Tour Validation Rules: If you upgrade the Consumer Goods Cloud Managed package and are an existing user of the DSD and van sales capability, deactivate the validation rules for truck and trailer fields on the Tour object.
Configure the Mobile App Cockpit for Retail Execution: Configure the user cockpit for mobile devices. Based on your configuration, a rep can use the base retail execution features such as perform inventory tasks and take orders, or a rep can use the advanced features such as advanced orders and advanced promotions. You can also choose to give your reps both the options in the cockpit.
Create a Connected App for the Consumer Goods Offline Mobile App: To enable the Consumer Goods Cloud offline mobile app integrate with Salesforce via APIs, use the default connected app. From Spring’24, the CG Cloud offline mobile app comes integrated with a default Consumer Goods Cloud connected app. To switch to a company-specific or custom connected app, you can create a custom org and share its QR code with your sales reps to connect their CG Cloud offline mobile app to this custom connected app.
Create Account Sharing Rules: Create account sharing rules based on user groups to override an account’s org-wide sharing settings. With account sharing, users can access supporting accounts within the same or a different sales org.
Create an Activity: To automatically relate an activity to visits, create an activity and then add a visit template to the activity. Whenever a visit is created by using this visit template, the activity is automatically added to the visit. You can create two types of activities: standard and event-driven.
Create an Advanced Order: Create advanced orders through the Lightning Web Component in the Consumer Goods Cloud Desktop app. Orders are generally created by field reps on mobile devices during store visits. However, sales managers, supervisors, or sales reps can place orders through the CGCloud Desktop app when store managers contact them directly via the call center or the local sales office.
Create an Asset Template: Create asset templates for a sales org to quickly create assets for the sales org.
Create an Asset Type: To classify assets, create asset types. Asset types are created as Product records.
Create an Asset: Create an asset record to define all the details about an asset, such as manufacturer and year of manufacturing. To identify an asset easily, add a serial number or tag. Associate an asset with an account and its related point of sale. Or, associate an asset to a product to enable a sales rep to place an order for the asset.
Audit an Asset: Use the Asset Audit object to record your observations for an asset during its audit. Track assets to confirm that assets assigned to customers are placed at the customer location.
Create a Calculation Schema: A Calculation Schema defines how the price of an order and the order items are calculated. The calculation schema contains a sequence of condition steps (the calculation step is linked with a condition template) and defines the calculation steps to be performed in a particular sequence.
Create a Calculation Schema Determination: Determine the correct calculation schema for an order by using Calculation Schema Determination, which specifies the valid calculation schema for a unique combination of customer price type and order price type. You can have only one calculation schema determination for a unique combination of order price type and customer price type.
Create Condition Templates for Penny Perfect Pricing: Create condition templates to define the behavior of conditions and to reference to customers, products, or both. Depending on the reference, you can create customer conditions, product conditions, or customer-specific product conditions.
Create Conditional Questions: Create dynamic questions to save time and avoid confusion. A child question is shown only if the condition for a parent condition is fulfilled. For example, for the parent question, Number of POS in the store? if the field rep selects 1 as the answer, the child question that appears is, Is the POS working fine?
Create a Custom Key Attribute: Salesforce provides a few standard out-of-the-box key attributes such as customer, product, order, or customer sets. You can define key attributes that aren’t a part of the standard set of attributes by using custom key attributes. With custom key attributes, you can define a special or specific search key.
Create Accounts: After importing account data from an Enterprise Resource Planning (ERP) system, create additional accounts.
Create Customer Sets: Make administration easy by grouping customers into customer sets. For example, to associate a promotion to a large number of customers, create a customer set, and then assign the promotions to the set.
Create Customer Tasks: Use the Consumer Good Cloud offline mobile app to create customer tasks during visits. Supervisors can also create tasks for their sales reps to be performed during visits.
Create a Customer Task Template: Use customer task templates to quickly create a task for a customer. A customer task template defines the behavior of customer tasks. For example, to raise any asset service requests such as repair, maintenance, retirement, and replacement, a field service team can use the same customer task template.
Create Customer Templates: Use the dynamic customer templates to create customers and to improve accuracy of modified data.
Create a Customer Task: You can create a task for a customer only if you’re either a supervisor in a customer team or a manager of a customer. Create tasks for a customer by using a customer task template that's assigned to the customer.
Create a Daily Report: Create daily reports to capture the time that you spent on performing various tasks during each day.
Update Duration for Daily Report Activities: Based on the daily report template that's used, activities are shown for a daily report. As a sales rep, to create a report, enter the duration for each of these activities. The maximum duration for each activity and the duration for all the activities in a daily report can’t be more than the maximum duration that's configured in the daily report template.
Create a Daily Report Template for Sales Reps: Use daily report templates to create daily reports. A daily report template specifies basic characteristics of reports such as the workflow used and the platform on which a report can be created.
Create Daily Report Template Activities for Sales Reps: Add activities for which the time must be tracked to a daily report template. When a report is created by using the template, all the activities in the template are added in the report. Sales reps can then add the time that was spent on each of those activities.
Create a Data Type for Visit Questions: Define data type and the data type options that sales reps can choose as the answer for a question during a visit.
Create a Route for Direct Store Delivery: A route acts as a blueprint for creating tours. Use a route to define key characteristics, such as start warehouse, default user, and vehicles, for delivery, sales, or merchandising trips. A list of customer stops in a specific sequence, together with the visit type, is automatically assigned to a route. Routes are typically used in emerging or fragmented markets and are mapped to warehouses with drivers, products, and vehicles.
Create Fast Order: For large orders, use the Fast Order option to quickly search and order products. The option is available for all product selector groups in an order disposal list.
Create a Health Assessment Prompt for Consumer Goods Cloud Managed Accounts: With the prompt template, create a prompt that provides the health assessment of an account as a response. You can customize the prompt to show the highest-selling, lowest-selling products or the total revenue from all products. Activate the prompt that generates the performance summary on the Account page.
Create an Inventory Control Template: To define the properties of an inventory including its unit of measure, and whether the inventory is relevant to manufacturers or customers, create inventory control template records. To create an inventory or a quota for a product by using a specific inventory control template, assign the product to the template. The assignment is valid for a specific period. Cash floats aren’t assigned to any product.
Create a Prompt for Inventory Deviations in Consumer Goods: With the prompt template, create a prompt that shows the inventory deviations for an account. You can customize the prompt to show a summary, analytics, or both. You must activate the prompt that generates the inventory deviations on the Warehouse page.
Create an Inventory Record for Consumer Goods Cloud: To track the products that reps deal with, create inventory records. Define quotas for reps and customers for controlled distribution of specific products based on legal requirements or company rules. You can create three types of inventory records: Inventory, Quota, or Cash Float. The properties of an inventory record depend on the inventory control template that you use to create the inventory. You can also add other attributes to the inventory, such as the initial quantity of the inventory. You can define the inventory or the quota for a sales rep or a customer on multiple levels based on the organization unit and the customer hierarchy.
Create an Inventory Transaction: Inventory transactions for a sales rep are always part of a process. For example, you can reduce the inventory by creating an order or increase the inventory by creating a return order. You can also add products or quantities after a delivery from a replenishment order. All inventory movements are recorded as inventory transactions. An inventory transaction is created automatically after an order is released. You can also create inventory transactions manually to record the initial product quantity values of a user inventory. An inventory record can include multiple inventory transactions.
Create an Inventory Transaction Template: To define the movement behavior of an inventory, create an inventory transaction template. For example, when a standard order is released, the number of units of an item that's delivered as a part of the order gets deducted from the available inventory. To ensure inventory control for an order item, set up Inventory Control of the order item template.
Create a Job Definition Template: Job definition templates define the specific question that a sales rep or merchandiser evaluates when executing a visit. Depending on the job template used, the question defined in a job definition template can be a question or a survey. Each job definition template has a predefined answer format.
Create a Job Template for the Consumer Goods Offline Mobile App: Job templates define the behavior and display of the activities in the offline mobile app. Templates also define whether an activity is a question or a survey. Surveys are product-specific, but questions aren’t. You can use surveys to determine whether products are aptly placed in shelves, whether a product is offered at a special price, and more. You can use questions to confirm whether advertising material is placed in a store, to identify the total number of shelves available at a store, and more.
Create a Key Attribute: A key attribute defines a specific object field that the pricing engine uses as part of a condition record search key. Key attributes are the building blocks of key types. A key type combines multiple key attributes to define the exact combination of fields the engine uses to look up a condition record.
Create a Key Type: A Key type is a combinations of key attributes that are used to search for specific conditions. Most common keys such as customer, customer set, and product can be directly defined in the key definition section of the key type. More flexible keys (out of customer, product, order entity) can be defined in key attributes (Key Definitions section). A key type can contain up to 10 key attributes.
Create Listing Classifications: Create listing classifications to let users define listing modules for an account for each category in the customer data.
Create a Retail Execution Order Template: Create a Consumer Goods Cloud order template to define order characteristics and control the behavior of the offline mobile app at the point of ordering.
Create Org Units: You need org units to create an org unit hierarchy. Create an org unit based on territories or virtual structures, and define the org type and org level per your business needs.
Create a POS Template: To create records of POS items of a store, first configure a POS template and assign it to an account.
Create Product Templates for Consumer Goods Cloud: Product templates are the blueprints for creating products. Product templates specify the basic characteristics of products that can be created by using a template.
Create Products for Enhanced Model: Product master data is imported from an ERP system. Use the Product module to create additional product records.
Create a Promotion Expression: Promotion expressions and hurdles are used in combination to define parameters and evaluation criteria to be considered for a selectable promotion.
Create a Promotion Template: Create promotions by using promotion templates. Create one promotion template and reuse the template with multiple promotions. Promotion templates determine the type of promotion a user creates.
Create Sell Sheets: Sell sheet records contain groups of attachments to be used for sales folders. For example, a sales folder for regional celebrations contains all attachments and articles related to the special events spread across the year as sell sheets. For example, one sell sheet for Halloween with the attachment links for different Halloween videos, one sell sheet with the attachment links for different Christmas pictures, and another sell sheet with attachment links for 4th July celebration videos.
Create Sales Folder: Sales folders can be defined for higher levels of a trade org hierarchy or for an org unit, to make them available for relevant stores.
Create a Sales Org: Create a sales org to segment data based on your business processes by geography, product division, or account team. Segment configurations by business in one Salesforce org. Manage multiple markets (multi-markets) in one Salesforce org. You can also create multiple sales orgs.
Create a Search Strategy: Search strategy is a set of key attribute combinations that determine pricing conditions. Depending on the key attribute combination, condition search can be specific or generic. The search strategy assigned to a pricing condition defines how a pricing condition template searches for pricing conditions. Well-designed search strategies can improve search results.
Create a Segmentation Rule in Retail Execution: To create customer sets, create segmentation rules using segmentation rule templates and segmentation rule definitions. You can use only the segmentation rule templates that are assigned to your sales org.
Create a Segmentation Rule Definition in Retail Execution: A rule definition is a Salesforce Object Query Language (SOQL) query defined as a string with variables specified in a specific syntax with bound attributes. To create a segmentation rule, create a segmentation rule definition. When creating a segmentation rule, enter a value for the variables defined in the rule definition.
Add Segmentation Rule Definition Columns: Segmentation rule definition columns are definitions of placeholders that are added to a SOQL query in a segmentation rule definition. You can add one or more segmentation rule definition columns to a segmentation rule definition.
Create a Segmentation Rule Template in Retail Execution: To create segmentation rules and segregate them based on sales orgs, create segmentation rule templates. When you create a segmentation rule from a template, the rule is automatically applied only to the sales org that’s specified in the template.
Create a Sellable Promotion: Before creating a promotion, evaluate your customer objectives and targets for the specific time period.
Create a Signature: Create signatures that can be synced and added to invoices. Add signature flows to signatures.
Create a Signature Template: Signature templates have attributes, such as name, description, state, and sales org.
Assign a Substitute to a Customer: When a sales rep is unavailable, create a substitution record to capture absence details, such as the name of the rep and the period of absence. You can assign the substitutes for the original rep to the customers. You can assign one substitute to one customer, multiple substitutes to one customer, or one substitute to multiple customers.
Create a System Number: Number definitions automatically generate unique identifiers for business objects, such as new order entries or promotions.
Create a Tactic Template: A tactic describes an action or a procedure as a step in the execution of a promotion. Use tactic templates to create tactic types. Display each template with a different user interface to maintain different attributes for different tactic types.
Create Tour from Route: You can create van-sales tours from the routes for the warehouse drivers. When you create a tour from a route, the system populates the tour data from the route. You can define the tour date, add tour notes, and adjust the tour data.
Create Tours from a Tour Template: Use Tours to create executable trips that are assigned to a specific day and user with tour-specific characteristics and configurations. You can create a van sales tour independently of a route.
Create User Tasks: For personal tasks and to-do lists that must be completed before a due date, create user task records. Supervisors can create user tasks, and then assign those tasks to their reps. Reps can create user tasks for themselves. A supervisor can monitor a rep’s task and track its status.
Create User Notifications: Create notifications to communicate important information to your reps. For example, topics to discuss during the next team meeting.
Create a Consumer Goods Cloud Workflow: Workflow is the lifecycle of a business process and is used in order entry, tasks, customer tasks, customer contracts, contract payments, daily reports, tours, and users.
Create a Custom Setting to Run the Enhanced Effective Account Manager Sync Batch: If you upgrade the Consumer Goods Cloud Managed package to Winter ’25 or later, to use the enhanced version of the Effective Account Manager Sync batch during the Apex batch process run, create the EffectiveAccountManagerSyncBatch custom setting. For all new customers of Consumer Goods Cloud, this setting is created and enabled by default.
Manage Custom Setting for Penny Perfect Pricing V2 Batch: Consumer Goods Cloud by default runs the enhanced version of the Penny Perfect Pricing batch. The custom setting is created and enabled to run the Pricing Perfect Pricing V2 as part of the demo data upload using static resources while installing the Consumer Goods Cloud managed package. If you’re a customer using Consumer Goods Cloud managed package before Spring ’25, to use Penny Perfect Pricing (V2), manually create the CGCloudServiceComplexPricing custom setting.
Manage Custom Setting for Substitution Valid for Today in Consumer Goods Cloud: Starting Spring ’25, users can activate account substitution which is valid for the current date, even without having complete privileges to add account team members to the substituted account. However, the user activating the substitution still needs to be the customer manager for the related account. Up until Winter ’25, the activation of account substitution which is valid for current date, didn't work if the user didn't have complete privileges to add account team members to the substituted account.
Customize the Sales Org Language Picklists: To select languages in Sales Org, add them to the Sales Org picklist. Customize the picklist if the languages don't align with the Salesforce supported languages.
Edit Customer Sequence in Routes: Reorder the sequence of the customer in a route by providing the sequence number or use the drag-and-drop feature on the Edit Sequence page. Drivers execute the tasks and the visits for customers based on the customer sequence set in a route.
Edit Visit Sequence for Tours: Warehouse drivers execute visits in a tour based on the sequence set up for the visits during tour creation. You can edit the visit sequence based on the sequence number or the date and time of visits. You can also use the drag-and-drop feature to change the order of visits.
Upgrade to a Consumer Goods Cloud Release: Consumer Goods Cloud has three major releases (Spring, Summer, and Winter) in a year, to introduce features that improve the performance, security, logic, and usability of the Salesforce org, but that can also affect your existing customizations.
Manage Tour Checks for Tour Templates: Create vehicle and safety checks with tour checks. Associate the checks with a tour template, specify the order of the checks, and mark whether the checks are a start-of-day or end-of-day activity. After setup, the driver completes all vehicle and safety checks during the tour.
Map a Sales Organization to User: Assign users to a sales org so that users can use Consumer Goods Cloud. You can assign a user to multiple sales orgs. A user can actively work in only one session of the default sales org and can work only with the data of the default sales org consistently. For example, a user who’s assigned to a sales org and is setting up a new activity can assign the accounts, products, and questions related to that particular sales org only.
Set Up an Object Reference for a Tour Template: Use object references to define the allowed visits, signatures, and document types for a tour. You can add, create, and delete an object reference for a tour template.
Validation Checks for an Order: When you create an order, the system performs certain checks. Keep these validation checks in mind before submitting an order through the Consumer Goods Cloud Desktop app.
orderExtensionUtils Service Component: To extract data from orders and push new data into orders, use the orderExtensionUtils service component to hook on the order state.
orderExtensionUtils Service Component Methods: To access the retail order data, you can use a few out-of-the-box APIs that are exposed in the orderExtensionUtils service component. Example: Accesses order data when the getorderdata API is invoked from the custom LWC component.
Maintain Field Permissions on User and System Administrator Profiles: In managed packages, you can’t package and deploy the field permissions to share Salesforce objects. You can only manually maintain field permissions on Salesforce objects. Without field permissions, when you create an order on a mobile device, the order disappears from the visit agenda and no visit is visible.
Create Field Sales Activity: To group similar activities that a sales rep can perform, create a field sales activity.
Create Pricing Condition Scale Stage Records: Scale conditions represent pricing conditions for various quantities or values of a product. Use the Pricing Condition Scale Stage to define scale conditions that implement pricing conditions for From scale, To scale, Graduated scale, and free items. The pricing worker batch (ScheduleCGCloudServiceComplexPricing) condenses the information from the Pricing Condition Stage and Pricing Condition Scale Stage to arrive at the complex pricing conditions. The system identifies and runs the complex pricing conditions based on the pricing condition template related to the calculation step and arrives at the complex pricing.
Add Pricing Information Fields to Desktop Orders: Show the pricing fields from the Penny Perfect Pricing (PPP) engine on desktop orders by adding the pricing fields to your order pages. To do this, use order UI extensibility.
Reassign a Daily Report: If a report is incorrectly assigned to a supervisor, the supervisor can reassign daily reports to a different approver.
Release Customer Tasks: Release a customer task after the task is complete. A supervisor can close a task only if the task is released.
Request Approval to Release a Daily Report: In a typical daily report workflow, you must request for an approval before you can release a daily report. You can request approval for the reports whose status is Initial.
Run Complex Pricing Batch Processes: Run the batch processes to flatten the account and org unit hierarchies and populate the complex pricing conditions. Flatten account hierarchy and org unit hierarchy batch is required for searching across all customer hierarchy levels and applying the relevant conditions. Post the completion of the pricing worker batch process, the pricing condition table the correct mapping.
Upload Static Resource Data for Consumer Goods Cloud Managed Packages: When installing the Consumer Goods Cloud managed packages for the first time, upload data such as system configurations, templates for objects, translations, picklist mappings, synchronization setup, and demo data for retail execution objects, use an Apex code.
Run the Account Sharing Batch Script: Run the account-sharing batch script manually to update the Sharing Criterion field values in the database.
Add Languages to the Sales Org: Configure up to four languages in Sales Org. Picklist values are translated in the languages that you define in Sales Org.
Set up a Hybrid User: In Consumer Goods Cloud, Salesforce doesn't provide a separate user profile for hybrid users. Create a user profile or clone an existing Sales Rep user profile, and then assign the hybrid user permission set.
Set Up a Route Sales User: Create or clone a user profile to set up a route sales user in Consumer Goods (CG) Cloud. Then assign the route sales user permission set. This setup enables the user to manage and carry out retail store activities using the CG Cloud mobile app.
Set Up a Route Template: Use route templates to set up route types for various markets, and assign tour templates and visit types. Create various reusable routes by using route templates and in turn, create van-sales tours from the routes for warehouse drivers.
Set up a Tour Driver Profile in Retail Execution: In the Consumer Goods Cloud, we don't provide a separate user profile for tour drivers. Create a user profile or clone an existing Sales Rep user profile and assign the tour driver permission sets in case you haven’t done so during the installation.
Set Up a Tour Template: Use Tour Templates to define the tour settings, vehicle check questions, security check questions, and allowed references (visits and documents) for various market tours.
Set up Tour Checks: Create or update vehicle and safety inspections by using Tour Checks. Direct Store Delivery drivers use these checks for safety and compliance. The driver must perform all vehicle and safety checks at the tour’s start, end, or both. When you manage tour checks for a tour using a tour template, you can configure the usage type. For example, you can set the usage type as start of day or end of day. Drivers can't begin a visit or complete a tour until all the configured checks are done.
Add System Number Segments: Define individual segments, such as prefixes, counters, and device identifiers, to construct the system number format.
Transfer a Promotion with a Tactic: Mark a TPM promotion template, its tactic template, and a tactic as transferrable, then edit the source promotion so a corresponding sellable promotion is created and kept in sync in RE.
Transfer a Promotion with Tactic and Tactic Products: If tactic products exist for a transferable tactic and have a planning key mapping, then the tactic products get automatically transferred with the tactic during the promotion transfer.
Populate Hash Values in the Complex Pricing Condition Object: To populate or update the correct hash values (merge key, pricing condition template, and key type) in the TemplateKeyTypeMergedKeyHash__c column for pricing condition records, run the manual batch process. This process is a one-time activity.
Upgrade Process for Consumer Goods Cloud Managed Packages: Get an overview of the step-by-step process for upgrading Consumer Goods Cloud managed packages, including pre-installation, installation, and post-upgrade tasks. Easily navigate to detailed sub-tasks to ensure a smooth and efficient upgrade, maximizing your retail execution capabilities.
Upload Hybrid Persona Static Resource Data: When installing the Consumer Goods Cloud managed packages for the first time, use an Apex class to upload both the retail execution and direct store delivery data to Salesforce for a hybrid user persona.
Upload Penny Perfect Pricing Static Resource Data: When installing the Consumer Goods Cloud managed packages for the first time, upload Penny Perfect Pricing-related data to Salesforce using an Apex code.
Upload Route Sales User Persona Static Resource Data: When installing the Consumer Goods Cloud managed packages for the first time, upload retail execution data to Salesforce for a route sales user persona using an Apex class.
User Grouping for Account Sharing Rules: Define account sharing rules for a set of users, such as public groups, or users based on the role, such as directors or sales reps.
Create Visits for Tours: When you create tours (by using tour templates or routes), you can manually add visits to the tour that aren’t derived from the route. Assigned visits are shown in the related list of the tour. You can create visits for multiple accounts. When you create a tour from a route, the system creates a corresponding visit for each customer in the route and associates the visit with the tour (by using the route).
Configure the After the Current Condition Base Price: You can modify the base values of the fields that are used to calculate orders. You can use this user exit to manipulate the condition base, which impacts the calculation result.
Address Customer Complaints about an Asset: When a customer has problems or concerns with an asset, create a customer task for the asset. This task can be executed during a visit.
Configure the Distribution Reorganization Settings: The distribution reorganization settings, together with sync rules, tracked objects, and named queries, determine the records that are shown in offline mobile devices. Typically, you create distribution reorganization settings for visits and orders.
Create an Assortment: An assortment is a group of products eligible for sale at a particular store, store group, or account. One assortment can have products from different categories.
Create a Daily Report by Using Time Cards: Use time cards in the Consumer Goods Cloud offline mobile app to capture the time that you take to perform your daily activities. Make better decisions, maximize your productivity, and plan your time better.
Deploy Additional Metadata for Consumer Goods Cloud Managed Packages: Download unmanaged permission sets and approval processes from the additional metadata folder in Static Resources. Set up approval processes for custom objects; and get object and field permissions for standard and custom objects using the unmanaged permission sets.
Embed Last Account Visit Dashboard in Record Pages: Access Last Account Visit dashboard directly in Salesforce record pages, and gain data insights at a glance without switching context. When an admin adds the Last Account Visit dashboard component into a record page, users see visualizations and analytics that are relevant to that record. Admins can also configure filters so that the dashboard displays data specific to the record being viewed.
Enable Salesforce Calendar for Visit Scheduling: Sales managers can view their sales reps’ calendars by enabling Salesforce Calendar. If the setting is enabled, for each visit that is created for sales reps, an event is created and added to the sales manager’s calendar. Sales managers can view existing scheduled visits on their direct reports’ calendars and schedule upcoming visits.
Add User Lists for Salesforce Calendar: Adding a user list to Salesforce Calendar lets sales managers see the visits assigned to their field reps. Sales managers can use this list to check the field reps’ availability before assigning a visit and avoid scheduling conflicts.
Launch the Consumer Goods App: The Consumer Goods app provides all the Consumer Goods resources in one place (in the form of object tabs) and makes it easier for administrators to create, configure, and manage those resources. Assign the Consumer Goods app to the user profile of your admin who will create and manage Consumer Goods resources.
Run an Apex Batch Process Manually: If you can’t wait for a scheduled Apex batch process to run at the scheduled time, you can run the batch process manually.
Rename Standard Objects: After the installation of the managed package is completed, you must rename and align some standard object labels with the CGCloud (managed package) labels.
Schedule an Apex Batch Process: Use the Salesforce Org to schedule Apex batch processes at intervals that work for your business.
Set Up Retail Execution Tableau Next Analytics: Install the Retail Execution (RE) Tableau Next analytics app to unlock prebuilt analytics, insights, and dashboards for data-driven retail execution by using the Consumer Goods Cloud Enhanced model.
Explore the Consumer Goods Setup Assistant (Optional): The Consumer Goods app includes a Consumer Goods Setup Assistant tool that you can use to perform key setup tasks. Alternatively, you can perform these tasks from Setup and object tabs in the Consumer Goods app.
Explore the Consumer Goods Setup Assistant for Advance Features (Optional): After you’ve installed the managed packages, you can use the Consumer Goods Setup Assistant for Advance Features tool to perform key setup tasks. Alternatively, you can perform these tasks from Setup in the Consumer Goods app. To use The Consumer Goods Setup Assistant for Advance Features tool, add the Consumer Goods Setup Assistant component to any of your pages, record or app. You can also create a page using the Lightning App Builder and add the component in the new page.
Set Up Company Logo on Summary Card: Upload a company logo to a sales organization and customize the framework contracts so the logo appears on the summary card of the Consumer Goods Cloud offline mobile app. Then deploy the customization to the app.
Set Up Remote API Calls for the Consumer Goods Offline Mobile App: The Consumer Goods offline mobile app supports remote calls over REST API. This integration of the CG Cloud offline mobile app with Salesforce and external endpoints configured via Salesforce provides sales reps access to real-time data. RemoteCalls API supports only JSON format response. Customizers can use this capability to implement data integration projects specific to their business requirements.
Share Attachments: You can share PDF, XLS, and DOCX files from your Consumer Goods Offline mobile app using the Sharing button on the Attachment tab.This feature applies only to iOS users.
Create a Sharing Rule for the Default Location: If the default sharing setting for the Location isn’t Public Read/Write for internal or external access, create a LocationShare record. This record creates a Default Location that you can share with all the users in the system.
Add Product Categories to an Assortment: You can add one or more categories to product assortment lists. Ensure that the categories are from the same sales org as the product assortment template. Only one product assortment list can exist for each customer-category combination.
Add Products to Delivery Documents: Include free stock available in the vehicle as products to an existing delivery. These products aren't part of the current delivery. You can even add products that aren’t part of the inventory.
Adjust Deliveries: Adjust the product quantities if a customer wants more or less or doesn't have enough money to pay for the full delivery.
Answer Surveys While Executing Visits: Answer the surveys shown in a visit while executing the visit. You can answer the survey only in the data type that's defined in the job definition template. You can add new products to the survey list. Additionally, you can use the filter option to quickly search a product for which you need to record a survey answer.
Create a Listing Module: To meet the various assortment needs of a customer with an assortment, create a listing module. For every module, you can define target values for price and facings for each product of the assortment.
Assign an Order Template to a Product Assortment: For sales document assortments, assign order templates to an assortment. When reps create an order by using this order template, the products of the assortment are available in the order disposal list.
Cancel an Order: Cancel an order from the Consumer Goods Cloud mobile app on your device when you can’t complete the order due to payment, logistic, or inventory issues.
Complete Your Start Tour Activities: After you complete all mandatory start tour activities, you must affirm completion of the process by clicking the Activities Completed button.
Complete Tasks: As a sales rep, you can complete a task only if the workflow assigned to your task allows you to do so. Either you or your team members can complete the tasks.
Complete a Tour: After you finish all end-of-the-day activities, complete the tour. The Consumer Goods Cloud offline mobile app synchronizes the tour data to Salesforce automatically.
Conduct Safety Checks: Complete tour safety checks at the start and end of your tour to follow legal and safety regulations. You can't complete the start and end tour activities without performing the configured safety checks.
Confirm Tour Details: Review and update the tour information at the start of the tour. For example, document the tour start time to comply with legal and company requirements in most markets.
Review Vehicle Details: You can execute a tour only if the vehicle for the tour is compliant with legal and company requirements. Validate the vehicle details and update them if necessary. After you complete the basic vehicle inspection, you can even record vehicle mileage based on the tour configurations.
Copy a Promotion: Copy a promotion and modify it per your business needs, or reuse a successful promotion.
Create a POS: Itemize and track the POS set up in your store.
Create Visits: To accommodate impromptu customer requests, create visits from both daily and weekly calendar views.
Create Visits from Job Lists: Plan visits based on predefined job lists. You can create visits from job lists only in Weekly view.
Create Map-Based Visits: Visualize customers on a map and plan visits for them by applying predefined filters and Key Performance Indicators (KPIs) that measure their store's performance. You can even use map-based visits to view and create visits for stores within a certain distance of your location.
Create an Order: You can create an order from your mobile device.
Create Orders: During a visit, place a van sales order, deliver the products from the truck inventory during the same visit, or pick up the returns from the store. Place an order as you would in Retail Execution. The app helps you capture fast orders, mark order suggestions, and scan for products.
Create User Tasks: Track personal to-do lists or administrative actions in the Consumer Goods Cloud with user tasks. Unlike customer tasks, which relate to a specific account, use user tasks for non-customer activities to complete internal assignments by a specific due date and make sure that personal actions aren’t missed.
Create Trip Lists: Create a predefined sequence of customers from the weekly view of the calendar.
Pick Up Damaged Products: Use delivery documents to pick up damaged returns from the customer during a tour visit.
Delete a Promotion: Delete a promotion for an account permanently with all references to products and tactics.
Discontinue a POS: Discontinue a POS when it is no longer applicable or when its products expire. For example, POS for seasonal products, non-moving or obsolete products.
End a Delivery Visit: Complete a visit after you have finished all deliveries and other visit activities.
Start a Delivery Visit: Before you leave the warehouse and start a visit, complete all the Start Tour Activities. Until these activities are completed, you can't execute the visits in the tour.
Edit Products of an Assortment: Edit and manage product assortments efficiently. You can edit multiple products and up to 5,500 fields in the products grid at a time.
Edit a Visit: You can edit the special instructions, the status remarks, and the priority of a visit.
End a Visit: Complete a visit after you finish all van sales orders, return orders, and other visit activities.
Enter Order Notes: To simplify an order entry for sales reps, define an invoice or delivery note for an order whose status is Initial. A predefined invoice or delivery note helps communicate special instructions to sales reps about order handling or any other order-related information. Sales reps can enter additional information such as notes specific to an order to track important details about the purchase.
Generate a Customer Sales Report: A customer sales report shows the sales graph for a customer. Use this report to analyze month-wise sales data for a customer, and compare last year’s sales with the current year's sales. You can view the data of the previous year, past months, and the current month.
Get Inventory Deviations for a Warehouse: Users can view and identify inventory deviations post inventory reconciliation based on the chosen prompt in the Quick Insights section for a warehouse.
Generate a Promotion Calendar Report: A promotion calendar report is a graphical representation of the promotions that are valid for a period for a customer. The maximum number of days that are considered for a report is 180 days. The period is calculated as Visit Start Date + Promotion Finding Lead Time. You can view promotions report for either a customer or a customer set.
Activate General Log: Activate general log to quickly identify issues when you use your bluetooth scanner.
Initiate Inventory Check-In: After completing all visits, you can count the remaining products and return them from the truck to the warehouse through check-in documents. You can check-in returned products (sellable or damaged) and the remaining products on the truck (left on vehicle). You can check-in multiple times at the end of a tour and can even partially check-in products, depending on the Product Check In Policy set by your admin.
Initiate Inventory Check-Out: Count the truckload, and verify and adjust the product quantities at the Unit of Measure (UoM) level. You can use the inventory check-out document to count the inventory or to load the products in your truck or trailer from the warehouse.
Manage Notifications: View the recent unread notifications on the Notifications card in the driver cockpit. You can view the messages and their priority, and manage the read or unread status.
Cancel a Delivery Document: Cancel a delivery document from the Consumer Goods Cloud mobile app on your device when you can’t complete the delivery document due to payment, logistic, or inventory issues.
Cancel a Visit: Cancel a scheduled visit from the Consumer Goods Cloud mobile app on your device when external factors such as bad traffic, damaged or stolen inventories, payment issues, or store-related constraints that prevent its completion. This improves operational efficiency and provides accurate, real-time data through visit cancellations.
Complete a Visit: After you complete your store-related tasks, such as surveys, in-store checks, customer tasks, and overdue tasks that are assigned to your visit, you can mark the visit as complete.
Execute a Custom Task: You can enter KPI values for custom tasks. KPIs are listed in sections based on the product that the KPI is related to. KPIs that aren't related to a product are listed at the top.
Conduct a Store Check: Use questions in Store Check to gather meaningful information about the store or Point of Sale (POS).
Sync Your Data Manually: Your device gets auto-synced with Salesforce either after you complete a visit or per a specified schedule. But if necessary, you can manually sync your device.
Modify Order Items: To order a product, enter a quantity. You can capture items based on multiple units of measures. The system supports all logistical units that are related to a product, such as consumer units, sales units, layer, and pallets.
Perform Vehicle Inspection: Complete vehicle checks at the start and end of your tour, and make sure your vehicle meets company and legal requirements. You can't complete the start and end tour activities without performing the configured vehicle checks.
Set Up Your Landing Page and Personalize Your Settings: After you install the Consumer Goods offline mobile app, you can decide the look of your landing page. Based on your usage needs, your admin can assign and create cards for the User and Store cockpits. Based on the admin’s configuration, you can access the base, advanced, or both base and advanced features. Your admin can also include both the base and advanced features in the cockpit. You can also personalize the display options for the Consumer Goods Offline mobile app.
Preview Order Confirmations: You can also view the store manager’s signature confirming the order in the order confirmation PDF.
Review and Complete a Delivery: Use delivery documents to directly deliver pre-ordered products to the customer during a tour visit.
Review and Manage Orders: On the Orders card, you can review and track the list of existing van sales orders for the visit.
Review Product Check-Out Summary: As a driver, you’re responsible for the truckload and any shortfall of product quantities. Validate the actual versus expected quantity, differences, and the total quantity and prices of the products.
Review, Sign, and Release Product Check-In Document: As a driver, review, and return the products from the truck to the warehouse. You’re responsible for the truck load and are charged for shortfall quantities. A confirmation from you and a warehouse checker is required, according to compliance regulations of the company.
Review Tour and Vehicle Details: Review the tour and vehicle information and update them if necessary at the end-of-the-day. Document the end warehouse, complete the basic vehicle inspection, record vehicle mileage depending on the tour configurations.
Review Tour Visits: View customer location details with the route and traffic information on the map for visits of the tour.
Scan and Add Products in Delivery Documents: Drivers on an active tour and visit with completed start-of-day tasks can use the scan feature in the Consumer Goods offline mobile app to add available vehicle stock to deliveries and to increase existing product quantities. User-defined scan settings apply during the current session.
Select a Default Visit Type: Select a default visit type to create visits so that each time a user plans a visit, the system creates a visit by using this template.
Sign and Release Check-Out Documents: Before you leave the warehouse or store to run the delivery visits, confirm the truck inventory with your signature and release the check-out document.
Start a Tour on the Tour Cockpit: Start a tour and carry out all the start-of-the-day activities before delivering the products to the stores.
Start a Visit: Before you leave the warehouse and start a visit, complete all the Start Tour Activities. Until these activities are completed, all visits assigned to the tour are in read-only mode. Also, you can have only one visit in progress across multiple tours.
Trip List-Based Visit Planning: Use trip lists to plan visits based on a predefined sequence of customers. You can also use trip lists to create visits for the same customers in the same sequence on a regular basis. You can plan trip list-based visits for a specific day or week.
Update Job Lists: After you create an event-driven activity, you can manually add the job list to scheduled visits. If no scheduled visits exist, you can use the job lists to plan and to create future visits.
User Exits for Consumer Goods Cloud Desktop App: Customize how the pricing engine works using user exits. When calculating an order, the pricing engine uses the configuration defined in Consumer Goods Cloud for the User Exit fields: Skip Current Calculation Step, After Current Condition base, After Calculation Result, and Skip Current Search Strategy Step.
View Tours: The Tour Schedule card shows the recent tours assigned to you. You can view all the non-canceled tours and go to a tour on the tour cockpit. Typically, you receive a single tour for a day. The app also supports overnight tours and multi-day tours.
Get Automatic Push Upgrades for Consumer Goods Cloud: Salesforce automatically pushes the latest Consumer Goods Cloud managed package updates to your org. Preview and test them in a sandbox before they reach production.
Data Cloud for Consumer Goods Cloud: Integrate Consumer Goods Cloud with Data Cloud to support account segmentation and give sales reps consumer insights and store-level product performance.
Data Cloud One: Data Cloud One connects your primary Salesforce org to a separate companion org. This connection lets users in the companion org view specific data model object data from the home org through shared data spaces, without needing a separate Data Cloud instance.
Data Cloud One Licenses: Review the license requirements for both the home org and the companion org when setting up Data Cloud One.
Segmentation: Create customer segments and optimize retail activities using data-driven insights from both B2B and B2C perspectives.
Add Data Cloud Salesforce Connector Permissions: To ingest objects and fields into Data Cloud, add the View All Records and Read permissions to the Data Cloud Salesforce Connector permission set in your Salesforce org.
Create a Standard Segment: Utilize the Salesforce Standard Data Model (DMO) to build segments and create segment filters from its attributes.
Edit Segment: After you create a segment, you can edit its rules or properties to provide updates or change the purpose.
Required Licenses: Before you integrate Consumer Goods Cloud with Data Cloud, ensure that you have the required licenses in Consumer Goods Cloud and Data Cloud
Consumer Goods Cloud Data Model Objects: When you set up and Install the Consumer Goods Cloud Data Kit and deploy the data streams, you get access to data model objects (DMOs) as part of the SSOT package that’s automatically installed in your org.
Save the Segment to a Custom Object: Save the segment results to a CG custom objects. Use an Apex class to connect to an API to retrieve segment information and create or update related records.
Segment Activation: After you create a segment in Data Cloud, you can publish it to a Data Cloud activation target.
Verify the SSOT Package Version in Data Cloud: Single source of truth (SSOT) is a framework within Data Cloud designed to maintain the Salesforce Standard Data Model across various applications and data sources. After you install or upgrade to the latest SSOT, the latest data model objects (DMO) are available in the org.
Set Up the Data Kit: After you install a data kit package, deploy it to make its data streams, data model objects, and streaming data transforms available in your org.
Install the Consumer Goods Cloud Data Kit: Install the data kit package in your Salesforce org and deploy data streams to enable Consumer Goods Cloud data to flow into Data Cloud DMOs.
Error Messages and Validation Checks for 254: Validation checks are triggered when users interact with the TPM application and when operations are performed via API integrations. Users can then take corrective actions in either the TPM application or the API.
Learn About Migrating from Workflows to Flows: If a workflow is active, check for its corresponding flow, deactivate the workflow, activate the equivalent flow, and test its behavior.
Actionable Segmentation in Consumer Goods Cloud for Sales: Use actionable segmentation to create prioritized lists of customers for outreach such as product introductions, promotions, follow-up orders, discounts, and returns. Assign the lists to your sales or service agents and track engagement.
Save the Segment to a Custom Object: Save the segment results to a CG custom objects. Use an Apex class to connect to an API to retrieve segment information and create or update related records.
Make the CSV File Import Option Visible in Existing Orgs: Even after you assign a permission set to users, the CSV File Import tab sometimes remains hidden by default in existing orgs. Salesforce admins must manually adjust settings to make this option visible to the users.
Change Engagement Status: After contacting a prospect, you can update the engagement status instantly and keep the prospect's record up to date.
Use the Chatter Feed to Collaborate with the Care Team: The Chatter feed on the Collaboration tab shows all the conversations with care team site members and activities related to the care plan. This Chatter feed is a more focused version of the What’s Happening feed on the Today page. Chatter feeds show you posts and comments you and other people make, as well as record updates that are associated with the care plan.
Enable Mixed Mode for Standard Cart APIs: Use the Mixed Mode setting to selectively enable high-performance Standard APIs for specific functions. Keep complex, custom workflows in Classic mode. Accelerate adoption with lower risk. Based on high user usage, we've grouped the three most popular Cart APIs such as getCartsProducts, getCartsItems, and getCartsItemsById together.
Patch Releases (Platform) Summer '26: This topic provides information on each Summer '26 Patch Release for Industries CPQ product area for the fixes made in Platform.
Industries CPQ Patch Updates (Platform): This topic covers the patches with fixes made in Platform for Industries CPQ product area within CME Managed Package.
Cockpit Card Testing: Launch the simulator UI of the Consumer Goods Cloud offline mobile app after you create the Modeler workspace and generate a successful build in VS Code-based Modeler. Test the cockpit card on the CG offline mobile app on a tablet or mobile phone.
Cockpit Cards Configuration: Define a binding in the app UI for each of the properties that you specify in UIPluginV2. Create a cockpit card on the Your Day screen or the User Cockpit of the CG offline mobile app to show charts and reports. Test the cockpit card on a mobile device. Then, debug to find and fix errors.
Predecessors to Code Sets and Code Set Bundles in Health Cloud: Before the Spring ’21 release, the Healthcare Procedure and Healthcare Diagnosis objects stored codes specifically related to procedures and diagnoses. These codes were used for prior-authorization requests and approval processes. Since the Spring’21 release, Health Cloud uses the Code Set and Code Set Bundle objects for this purpose instead.
Recommendations for Using Code Sets and Code Set Bundles: The type and range of codes required vary across organizations. The code requirements also depend on the type of care and services organizations provide and on the terminology systems they prefer. As such, Health Cloud doesn’t pre-populate these objects with any codes from terminology systems.
Code Sets and Code Set Bundles: Having accurate information and standardized definitions is vital for the healthcare industry. For example, a patient who is transferred from one provider to another faces serious consequences if both providers differ in their interpretation of the patient’s data. To avoid this scenario, the healthcare industry uses terminology systems that standardize the definitions of various situations and clinical data. These systems consist of subunits that the industry terms Coding, Codeable Concept, and Value Set.
Codings, Codeable Concepts, and Value Sets: To work effectively with these entities, it’s important to know what they are first. These entities are related to each other by way of hierarchies, concepts, or contexts.
Collections and Recovery: Collections and Recovery in Salesforce helps financial institutions and corporations streamline their collection processes, reduce delinquencies, and maintain positive customer relationships. The collections process is a critical aspect of financial management and operations for businesses, lenders, and financial institutions.
Configure Picklist Values and Assign Field-Level Access: Add the picklist values for the various fields on the Collection Plan, Case, and Case Proceeding objects, and assign field-level access. Enable Business Rule Engine components.
Add Related Cases to Collection Plan: The Related Cases tab on the collection plan details page helps collections specialists to quickly view the cases associated with the collection plan. Add the Cases related list to the collection plan page layout.
Capture Collections-Related Interaction: As a collections specialist, you can capture the collections-related interactions and next steps with the Capture Collections-Related Interaction quick action. The action creates a collections interaction event and a case, if required. The action also helps to determine which cases require legal proceedings and creates a legal case, case proceeding, and case proceeding participants.
Check Call Compliance for Borrowers Linked to Collection Plan: As a collections specialist, make informed decisions about contacting borrowers by using call compliance checks. Call compliance checks are performed based on your organization’s legal requirements, such as time zone regulations and call frequency limits.
Clone and Customize the Predefined Data Processing Engine Definition for Collections Summary: Clone and customize the predefined Data Processing Engine definition. This definition is designed to compute the aggregated summary of specific collection plan fields, such as the initial amount due, current amount due, payments received, and the average days past due for all collection plans linked to an account.
Clone and Assign Permissions Sets for Collections and Recovery Portal: To control access to the Collections and Recovery features, create a profile for portal users with the appropriate permissions by cloning a community user profile. Assign object permissions. Clone the Collections and Recovery for Experience Cloud permission set and assign it to your portal users. This permission set gives the portal users the license and permissions to access the Collections and Recovery Portal and the prebuilt quick actions and flows.
Setup and Configuration for Call Compliance Checks: Collections specialists can make informed decisions about contacting borrowers by using call compliance checks. Turn on Financial Account Management Standard Objects, and Context Definitions.
Set Up Case Management for Collections and Recovery: To automatically create and close cases for collection plans, set field-level security for the case source field, create a decision matrix, and customize the prebuilt flows for case creation and closure.
Set Up Mulesoft Integration for Direct Debit Request: Help your collections specialists submit a direct debit request to the core banking system. Collections specialists can request for a direct debit using the Request Direct Debit bulk action on a collections actionable list page. The action initiates a new debit from the customer’s mandated bank account.
Create and Configure Prioritized Lists of Collection Plans with Actionable List Definitions: As a collections manager, use actionable list definitions to create actionable lists. Specify list filtering criteria, such as due amount, days past due, or collection plan segment. After you create an actionable list, assign it to collections specialists so that they can get started with the collections activities quickly.
Create Cases for Collection Plans: As a collections specialist, create and update cases directly on the collection plan record details page, streamlining workflows and enhancing efficiency in managing and resolving collections.
Create and Configure an External Client App: Create an external client app that enables a compliance application to integrate with Salesforce by using the relevant API. External client apps provide single sign-on (SSO) and use OAuth protocols to authorize third-party apps.
Create Custom Account Fields for Collections Summary: Add custom fields to the Account object to store aggregated collections data, such as total initial due amount, total current total due amount, total payments received, and average days past due. Set field-level security to these fields.
Create and Activate a Decision Matrix to Create a Case for a Collection Plan: Create a decision matrix with the collection plan reason code, case reason, case priority, and case type parameters. The decision matrix updates the case field values automatically when a case is created for a collection plan.
Create a Decision Table for Payment Plan Mapping: Create a decision table by using the predefined template. The decision table helps you to map payment plan types according to your customer's financial account types and debt situation. Create a CSV file with the financial account type to payment plan type mapping details. Add this CSV file to the decision table.
Create and Configure Integration Definitions and Named Credentials: To connect Salesforce with an external system, create integration definitions. APIs work with the integration definitions to perform operations in both Salesforce and the external system. Link the prebuilt APEX class to the integration definition.
Create Object Field Aliases for Collection Plan Fields: Create aliases for the CurrentDueAmount, Status, and DaysPastDue fields of the Collection Plan object. These fields are used in the prebuilt expression set, Determine Case Eligibility for Legal Proceedings, to verify if the case is eligible for legal proceedings. To use object fields as variables in expression sets, the fields must have field aliases defined.
Define Payment Plan Types to Create Payment Plans: To help customers meet their payment commitments during financial hardship, it’s important to offer flexible payment options tailored to their financial account types and debt situations. To facilitate this, create payment schedule distribution methods, and the corresponding payment schedule treatment records, and payment schedule treatment detail records.
Create Payment Plans to Manage Financial Hardships: As a collections specialist, create a payment plan from the collection plan record details page. Collections and Recovery offers flexible payment plans to customers based on their financial account types and their financial hardship situations.
Import Collection Data From CSV Files: Easily input large amounts of collection data into Salesforce standard and custom objects by using CSV files. Help users transform data from various sources or formats into a standardized structure. Import collection data from external systems into the Collection Plan and related objects with minimal errors and reduced data entry time.
Customize Lightning Pages to View Collections Summary and Linked Collection Plans: To show the key collections metrics, such as average days past due, total initial due amount, total current due amount, and total payments received of all the collection plans linked to an account, add the ShowCollectionsSummaryForAccount Flexcard to an account record page. To view all the collection plans linked to an account, add the Dynamic Related List–Single component to an account record page.
Set Up Rule-Based Collection Segmentation: Enable Business Rules Engine components, and configure them to determine the segments for collection plans. Collections includes DetermineCollectionPlanSegment, which is a prebuilt event orchestration procedure that helps you determine and update the collection plan segments for collection plan records in bulk. The prebuilt event orchestration procedure references various prebuilt Business Rules Engine components, such as context definition, decision matrix, and actionable event orchestration expression set. Clone and configure these components according to your business needs.
Customize the Case Lightning Record Page: To make sure that the collections specialists can view and edit case source details and to verify that the case is correctly linked to the collection plan, add the case source field to the case information section of the case page layout.
Clone the Prebuilt Expression Set Template to Determine Legal Case Eligibility: The prebuilt expression set, Determine Case Eligibility for Legal Proceedings, uses the collection plan object fields, such as current due amount, days past due, and status to determine if a case is eligible for legal proceedings. Clone this expression set, and customize the new version based on your business needs.
Customize the Prebuilt Flow to Update the Payment Details: This flow is triggered when a payment intent event is created for a successful transaction, and updates the payment received details in the corresponding collection plan or payment schedule item.
Customize Prebuilt Flows for Outbound Collections Dialer: Clone and customize the prebuilt flows to determine how your collections campaign calculates representative availability, updates call details, and routes voice calls. These prebuilt flows manage the end-to-end outbound calling process, from initiating campaign calls to tracking rep status upon call completion.
Customize the Prebuilt Flow Template to Generate and Send a Payment Link: Help collections specialists create and send payment links to borrowers. The Generate and Send Payment Link prebuilt flow template helps a collections specialist to gather payment details, such as payment amount, payment processing platform, whether it’s a one-time or multiple-use payment link and its validity. The flow also generates a payment link and emails it to the borrower if an email address is provided, or shows the payment link details on the screen. Customize this flow according to your business needs.
Customize the Prebuilt Omniscript for Direct Debit Request: Create a new version of the prebuilt Omniscript, CollectionsRequestDirectDebitForCollectionPlans, set the submit status values for the collection plan status and actionable list member status.
Customize Lightning Pages to View Compliance Check Information: To show the outbound call compliance details for the borrowers associated with the collection plan, add the CallComplianceDetailsForBorrowers component to the collection plan record page.
Collections and Recovery Data Model: The Collections data model includes Collection Plan and related objects that facilitate the record creation for collection activities.
Show Account and Contact Details on a Collection Plan Page: Enable the View Account and Contact Details setting so that your collections specialists and collections managers can view the account and contact information for person accounts in a single, unified view.
Enable Business Rules Engine Components for Collections and Recovery: Enable the Business Rules Engine components to allow users to access and configure context definitions, expression sets, and lookup tables, which helps you to determine the segments for collection plans.
Enable Decision Table Access for Collections: To access decision tables created separately from Business Rules Engine, turn on the Industries Cloud Common Decision Tables Access component.
Enable Design Document Templates: To use Design Document Template to create DOCX, PPT, and Microsoft 365 Word templates in Salesforce, turn on Design Document Templates in Salesforce.
Set Field-Level Security for Case Source: Give collections specialists read and edit access to Case Source field so they can create a case for a collection plan.
Enable Payment Status Notification: Automatically send emails to borrowers to notify them of their payment status when a payment transaction event is created.
Enable Timeline for Collections and Recovery: Configure interactive timelines so that collections specialists and collections managers can view the key events related to collections on the timeline.
Record a Promise to Pay Commitment: As a collections specialist, launch the Create Promise to Pay action from the action launcher on a collection plan record details page. A Promise to Pay is a commitment by the delinquent borrower or customer to pay a specified amount by a certain date.
Overview of Features and Assets of Tableau Next App for Collections: Review these input features and assets that are used when installing and configuring the Tableau Next app for Collections by using the Scoring Framework configuration template type, Collections Risk Score.
Import Collections and Recovery Data into Data 360: You can upload Collections data from your Salesforce Org into Data 360 by creating data streams. Collections Data Kit contains the prebuilt data streams that help you set up data streams.
Run Prebuilt Data Processing Engine Definition for Collections Outbound Dialer: Clone, customize, and run the prebuilt Data Processing Engine definition, Filter Collection Plans by Overdue Amount. After this definition is run successfully, use this definition to create an actionable list of delinquent collections.
Set Up an Actionable Event Orchestration for Collections and Recovery: Design an orchestration process that determines and updates collection plan segments for collection plan records in bulk. Help collections managers create tailored collection strategies, mitigate credit risk, and prioritize collection efforts according to different segments.
Set Up Actionable Segmentation for Collections and Recovery: Enable Actionable Segmentation, which helps you segment similar client profiles, curate them, and design timely and personalized client outreach programs. Create actionable list definitions by using the Collection Plan and related objects. Your collections managers can use these list definitions to create prioritized lists of collection plans, and plan collections activities more effectively.
Set Up Collection Campaigns: Create data streams, identity resolution rulesets, data graphs, and segments by using the Collections Data Kit so that collections managers can easily use collections data to create and manage collection campaigns, track the campaign's performance, and notify customers of their payment status.
Set Up Collections and Recovery: Assign users the required permission sets and object permissions. Use the preconfigured Action Launcher deployment to help your collections specialists quickly launch Collections actions. Clone and customize the prebuilt Business Rules Engine components to determine collection plan segments. Customize prebuilt flows that help your collections specialists streamline collection activities. Customize prebuilt flows that automate case creation and closure. Create an actionable list definition by using the Collection Plan and related objects, and help your collections managers create prioritized lists of collection plan records and assign them to collections specialists. Configure MuleSoft integration to submit a direct debit request.
Create an Actionable List Definition by Using Predefined Data Processing Engine Definition: Use the prebuilt Data Processing Engine definition to create an actionable list definition that helps you create a dataset of delinquent collections and associated accounts. You can use this dataset to create an actionable list of delinquent borrowers to get started with the outreach activity.
Configure Automatic Payments Received Updates: Automatically update payments received in collection plans and payment schedules. Customize the Collections: Update Payment Details prebuilt flow. This flow is triggered automatically when a payment intent event is created for a successful transaction.
Configure Automatic Payment Status Notifications: Customize the prebuilt flow to automatically send payment status emails to customers. To use this flow, make sure that you have set up Data 360 and Marketing Cloud in your org.
Set Up Account Summary for Collections and Recovery: Add custom fields to the Account object to store collections summary of all the collection plans associated with an account. Clone and customize the predefined Data Processing Engine definition to compute the aggregated summary of specific collection plan fields. Clone and customize the prebuilt Flexcard to show the aggregated collections summary. Customize the Lightning pages to view the Collections Summary, and all the collection plans linked to an account.
Setup and Configuration for Capturing Customer Interaction Outcomes: The prebuilt action, Capture Collections-Related Interaction, helps collections specialists to capture collections-related interactions and the next steps. For example, a collections specialist can use this action to record an interaction with a borrower after discussing a disputed collection amount that requires investigation. They can also use the action to create a case, and case proceeding records. To set up this action and related flows, add picklist values for the relevant fields on the Collection Plan, Case, and Case Proceeding objects, create object field aliases, customize the prebuilt expression set, and configure field-level security.
Set Up Outbound Dialer for Collections and Recovery: Automate outreach to delinquent borrowers by setting up the Outbound Dialer for Collections. Configure Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), and use the prebuilt Data Processing Engine definition to create actionable lists of overdue collections. Then, clone and customize the prebuilt flows that manage the end-to-end outbound calling process, from initiating campaign calls to tracking rep status upon call completion.
Set Up Payment Plans to Manage Financial Hardships: Help your customers manage their financial hardship situations effectively by setting up payment plans based on their financial account types and debt situations. Enable Decision Table Access, define payment plan types, create a decision table for payment plan mapping, and create an expression set from the prebuilt expression set template to reference payment plan mapping decision table.
Set Up Pay Now for Collections and Recovery: To enable Payments, first turn on Digital Experiences and set up an Experience Cloud site, and then set up Pay Now. Salesforce PayNow helps your collections specialists to create and share secure payment links that direct your customers to a payment page. Customers can enter their contact and payment details to complete the transaction.
Set Up Promise to Pay: Customize the prebuilt flow that helps collections specialists create promise to pay agreements for borrowers. A Promise to Pay is a commitment by the delinquent borrower or customer to pay a specified amount by a certain date.
Set Up Tableau Next App to Predict Risk Scores for Collections and Recovery: A risk score for a collection plan predicts the likelihood of a borrower not repaying their outstanding debt. It helps businesses prioritize and tailor their collection efforts. A higher risk score typically indicates a lower probability of payment, while a lower score suggests a higher likelihood of repayment. Set up Data 360, add Data Cloud Salesforce Connector permissions, install, and configure a Tableau Next app by using the prebuilt Collections Risk Scoring template configuration type in the Scoring Framework setup. Schedule the prebuilt data transform to compute risk scores on latest collection plans. Create a Copy Field Enrichment to copy the risk score from a Data 360 object to the risk score field of the Collection Plan Salesforce object.
Set Up Salesforce Voice with Amazon Connect: Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrates Amazon's cloud contact center directly into the Service Cloud Console. This creates a unified rep workspace that combines phone, digital channels, and customer data, and prevents Collections reps from switching between separate phone systems and the Salesforce app. Turn On Salesforce Voice with Amazon Connect, set up contact center, update root-email address, turn on Service Setup Assistant, configure Omni-Channel unified routing and after conversation work time.
Request a Direct Debit for Collection Plans: When a mandated direct debit fails, the account enters a collections list due to an outstanding balance. As collections specialists, you can use the Request Direct Debit bulk action on an actionable list page to quickly request a new debit from the customer's account, helping to expedite the collection process and improve overall cash flow.
Add the Collection Plan Segment Picklist Values: Add the picklist values for the collection plan segment field on the Collection Plan object by using the collection plan segment values that you created earlier using the decision matrix.
Configure Action Launcher Deployment for Collections and Recovery: Use the preconfigured Action Launcher deployment for Collections to help your collections specialists launch actions related to Collections. Make the Action Launcher component available to your users by adding the component to the collection plan Lightning record page.
View a Collection Plan Record Details Page: As a collections specialist, view all the essential information related to a collection plan on a collection plan record details page, in the Collections console app. Get a comprehensive view of a collection plan record details to make informed decisions on each account and prioritize the collection efforts accordingly.
View Metrics and Linked Collection Plans on Account Pages: As collections specialists, you can quickly identify high-priority collection accounts and strategically plan collection activities by reviewing key metrics on the account record pages. These metrics include the total initial due amount, the current total due, the total payments received, and the average days past due. You can also view all collection plans associated with the account on the account record details page.
Work with Collections and Recovery Console App: As collections specialists and collections managers, access comprehensive information about collection plans, including payment history, due dates, and customer contact details. As a collections manager, create a prioritized list of collection plans and assign them to collections specialists. As a collections specialist, record a promise to pay, create cases for collection plans, and request direct debit to a core banking system.
About Build Rules and Entity Filters: Before building a Rule, you must create all of the associated Entity Filters, Rule Filters, and Rule Actions. Also, you must create all of the Rule Action procedures.
Activate a Follow-on Promotion: A follow-on promotion is a promotion that is active after a previous promotion's commitment duration ends. To indicate within a promotion the next promotion to begin after the initial promotion ends, in the Follow-on Promotion field, search for and find the promotion that follows.
Add Slots in Quote Header (Managed Package): In Enterprise Sales Management, you can add slots in the quote header by extending the b2bCartSummary card. By default, the quote header has three slots that help you capture relevant information such as, cost, margin, and so on.
Add a Product to a Promotion in the Pricing Designer: When you add one or more products to a promotion, you determine what actions occur when the promotion is added to the cart, and then edit the minimum, default, and maximum quantity of the product(s) where applicable. The same promotion applies to all versions of the same product.
Add a Promotion to the Industries CPQ Cart: To add a promotion to the cart, go to the Promotions tab in the cart and click Add to Cart. For any price changed due to the promotion, the cart displays the beginning price with a line through it and the changed price appears below it.
Add an Attachment or an Image to a Product in the Product Console: The Product Console provides the ability to upload various types of attachments, including images and documents. On the Attachments tab, you indicate the product image to show across different channels.
Add an Image to a Product: You can upload files for an offering or specification, including images and documents. Previews of images and videos are shown in the Details tab for a product.
Add Attachments in the Product Designer: You can upload files for an offering or specification, including images and documents. On the Attachments tab, you can indicate the product image to show across different channels. Previews of images and videos are shown in the Details tab for a product.
Add Custom Fields to the CPQ Cart FlexTable: Extend the CPQ cart to display custom fields by updating the cpqCartFlexTable FlexCard and configuring event listeners on the global header FlexCards for Opportunity, Quote, and Order.
Add Members to Quote Group Invocable Action: Use this action to add quote members to a specific quote group. For example, build scripts that automatically sort and assign subscribers to department-based quote groups during bulk imports.
Add Multi-Site Custom Record Types to Opportunity Records: By default, the Salesforce opportunity record page doesn't display custom multi-site records such as service points and locations. To manage these records and create groups using them, add these records to the opportunity record page using the Lightning App Builder.
Add Locations to a Quote and Order: After you create a quote, the next step is to add locations to the quote or order. Add locations by uploading a CSV file with the location data. Alternatively, add locations by selecting service accounts, or by manually entering new location details.
Add Multiple Price Types for a Product: Salesforce Industries Communications, Media, and Energy supports multiple price types for Products in a Price Book, including Recurring Price and Overage Charge. After a Product has been added to a Price Book, you can add these and other price types for that Product.
Add Multisite Custom Record Types to Industries CPQ in LWC: To use the Lightning Web Components interface for Industries CPQ, create UI containers for the group member types that Industries CPQ support by default. The group member types include quote records, service accounts, and subscriber accounts. Also, make the Opportunity field visible to users.
Add or Modify Tooltips for Column Headers in Summary Tab or Location and Subscriber Tables (Managed Package): Enable tooltips for column headers in Enterprise Sales Management quote Summary tab or Location and Subscriber tables. When you add custom text to specific column definitions in an integration procedure, a help icon appears, providing users with contextual information on hover. For Location and Subscriber tables, the specific configuration step within the integration procedure varies between Classic and Guided journeys.
Add Parameters to the Pricing Plan for Cost and Margin: In the Product Console, edit the pricing plan that you want to use to validate the margin ranges. Next, edit the Load Margin Ranges step and add only one of the following parameters you want in the General Properties section.
Add Product Child Items to a Product: Product child items (PCIs) are products associated with a bundle of products or services. A product can have one or more PCIs. Add PCIs by editing the Product record detail page. Every product contains a root PCI that defines the minimum and maximum number of child items for the root, or parent, product.
Add Subscribers to a Quote or Order: After you create a quote or order, the next step is to add subscribers to the quote or order. Add subscribers by manually entering the subscriber details or by using a CSV file.
Adding a New Field to Field Mapper: Field Mapper is preconfigured to map all the available fields between objects. If you add fields to the Asset, Opportunity, Quote, or Order objects, use Field Mapper to map them between objects.
Add an Adjustment to an Existing Promotion: You can select a child product in the structure and modify an existing promotion, add a promotion, or create an offer-level adjustment or override. From a child product, you can define contextual adjustments or overrides for bundled products.
Add an Adjustment to an Offer: You can select a child product in the structure and modify an existing promotion, add a promotion, or create an offer-level adjustment or override. From a child product, you can define contextual adjustments or overrides for bundled products.
Add an Override to an Existing Promotion: You can select a child product in the structure and modify an existing promotion, add a promotion, or create an offer-level adjustment or override. From a child product, you can define contextual adjustments or overrides for bundled products.
Add an Override to an Offer: You can select a child product in the structure and modify an existing promotion, add a promotion, or create an offer-level adjustment or override. From a child product, you can define contextual adjustments or overrides for bundled products.
Adding Pre- and Post-Processing Logic: When adding or deleting products or promotions, you can define pre- and post-processing logic to be executed before and after the cart is modified by defining a method containing the desired logic and assigning it to the corresponding pre- or post-processing hook.
Adding the ConfigureWithNamespace Button to Layouts: In Lightning mode, the ConfigureWithNamespace button has been added to the Order, Opportunity, and Quote layouts as a custom button by default. The Configure custom button no longer works. If upgrading from CME Winter ’19 to CME Summer ’19 or later, you can configure your own button to invoke CPQ using the Object Manager to add ConfigureWithNamepsace to the layout manually.
Additional Catalog Product Actions and Fields: Use the additionalCustomJson setting in the Lightning Web Components CPQ UI to add custom buttons and fields to the Catalog Panel for Products, Promotions, and Discounts.
Additional Global Actions: Learn how to set up and use more global actions for cart tab changes in Industries CPQ (Configure, Price, Quote) using Lightning Web Components (LWC). This setup enables users to add new buttons to the carts for specific actions as per their business requirements.
Additional Line Item Actions: Learn how to define and implement custom actions for line items in Industries CPQ (Configure, Price, Quote) using Lightning Web Components (LWC). This setup enables users to trigger specific actions on individual line items within the cart, tailored to business requirements.
Adjust Line-Item Pricing with Bulk Price Adjustment (Managed Package): Use bulk price adjustment when you need to change the price of specific products in your quote without affecting others. Use Standard Selection to adjust selected root products. Use Advanced Selection to target specific child line items in one product hierarchy. This is ideal for complex B2B deals where different products have different negotiated prices.
Adjust the Base Price for a Product in a Bundle: When you create an adjustment to a base price, Salesforce calculates the adjustment amount or percentage against the base price. Adjustments can be positive or negative, meaning you can use an adjustment to raise a price or to lower a price. The adjustment you create is also a price list entry. A product must be contained in a product bundle before you can adjust its price.
Advanced Rules Framework: Advanced Rules Framework allows you to design sophisticated natural language criteria along with customizable interfaces to ensure the right products are available to eligible customers at the right price in the right configuration. Advanced Rules determine which products and under what circumstances they apply using Entity Filters, and they are built using Rule Builder. You can use Advanced Rules to create rules that depend on context, product attributes, and multiple criteria.
Billing Resolution Subagent: The Billing Resolution subagent enables service reps in your organization to fetch the billing information of a customer that appears on an invoice and raise billing disputes, if any. For example, A service rep at Global Communications company received a billing query from a customer. The service rep can then use the actions associated with the billing resolution subagent to resolve the customer’s queries.
Agentforce for Cart Operations in Communications, Media, and Energy & Utilities Managed Package: Perform essential cart operations by using out-of-the-box Industries CPQ Apex invocable actions and flows in Agentforce Actions. These actions simplify complex responses from the CPQ Cart API into a streamlined format optimized for Agentforce. Use Agentforce to perform essential cart operations, such as creating an order or a quote, browsing products, adding products to the cart, configuring product fields and attributes, applying adjustments, submitting a draft order, replacing plans for existing assets, and applying promotions to a quote or an order. This out-of-the-box solution eliminates the need for custom Apex, helps sales reps efficiently manage quotes and orders directly with Agentforce, and improves customer experience.
Agentforce for Cart Operations in Communications Cloud (Managed Package): Use out-of-the-box Industries CPQ Apex invocable actions and preconfigured flows in Agentforce actions to perform essential cart operations in Communications Cloud with Communications, Media, and Energy & Utilities managed package. This out-of-the-box solution eliminates the need for custom Apex, helps sales reps efficiently manage quotes and orders directly with Agentforce, and improves customer experience.
Agentforce for Communications Billing Resolution: Enhance the customer experience by improving the efficiency and accuracy of handling billing inquiries and disputes in Communications Service Console with the Agentforce Billing Resolution subagent. The assistive and autonomous AI capabilities of Agentforce provide comprehensive billing support, including retrieving outstanding balances and payment history, explaining charges, initiating billing disputes, and viewing unpaid bills. Agentforce can integrate with industry standard third-party billing systems such as Aria Billing to ensure the accurate and efficient handling of billing inquiries.
Agentforce for Communications Cloud: Boost the efficiency of your sales and service reps by integrating the assistive and autonomous AI capabilities of Agentforce into your business in Communications Cloud. Sales and service reps can use Agentforce to self-serve and quickly resolve their communications-related queries.
Agentforce for Enterprise Quoting in Enterprise Sales Management (Managed Package): Use Agentforce for Enterprise Quoting to automate the most time-consuming parts of creating complex deals. Build tailored Agentforce actions for any customer implementation by leveraging Enterprise Sales Management APIs through invocable actions and methods. Automate tasks like location grouping, bulk settings, and quote copying to eliminate manual entry, reducing overhead and accelerating deal velocity.
Agentforce for Quote Recipients Grouping: Sales reps improve their efficiency by creating recipient groups for quote using Agentforce in Revenue Cloud for Communications, reducing the manual task of selecting recipients to create groups. With quote recipient groups, sales reps configure and apply an offer to a group of recipients without cloning the offer for each recipient individually. This improves scalability, usability, and performance of quote line items by managing the offer in a single representation of the quote line items associated with multiple recipients.
Agentforce for Service Level Objective Insights: Agentforce improves the efficiency of service reps by helping them analyze service level objectives against usage data during service degradation in Communications Service Console.
Amend and Renew Related Assets: Change or extend an asset that's part of a Relies On relationship without breaking the link.
Amend In-Flight Orders: Any order that's in the process of fulfillment is referred to as an In-flight order. Using the Amending In-Flight Orders feature, you can modify your order after you’ve submitted it. It helps you fine-tune your order before order management completes its fulfillment.
Amend In-Flight Orders in LWC: Any order that is in the process of fulfillment is referred to as an In-flight order. Using the Amending In-Flight Orders feature, you can modify your order after you've submitted it. It helps you fine-tune your order before order management completes its fulfillment.
Analyzing CPQ Processing with Vlocity Tracking Service: As a performance engineer or system integrator working on customer projects, you can analyze the timing of CPQ processing to quickly drill into the problem areas where CPQ processing is slow. Using the tracking service greatly speeds-up performance analysis of CPQ processing.
Any Context Scope: The any context scope enables you to create context mappings that can be used across all root context scopes. For example, instead of creating separate context mappings to evaluate the status field across orders, quotes, and opportunities, you can use any context scope to evaluate the status for all root entities, including orders and quotes. You can also specify any as the entity for second-level context scopes, enabling you to evaluate information in accounts and contracts across all root entities.
Apply Attributes to an Object in Product Designer: When you create an attribute, you can specify the objects to which the attribute applies. Use this procedure if you created an object after you defined an attribute or if you didn't assign objects when you created the attribute.
Apply Context Rules to an Offering in the Product Designer: With a qualification rule, you can control whether an offering appears in the Qualified or Disqualified tab in the industries CPQ Cart. A qualification rule determines a customer's eligibility to receive a product or promotion before it is added to the cart. You can assign a rule to a product specification or offering.
Apply CPQ Mass Discount on Large Carts: Industries CPQ splits root line items into smaller background chunks when processing mass discounts on large Quote and Order carts, so sales reps can apply discounts to enterprise carts with tens of thousands of line items.
Apply Customizations: Customize the Industries CPQ UI using the additionalCustomJson parameter in the cpqCartTab component. Follow these steps and sample code snippets to implement and manage customizations in Industries CPQ effectively.
Assign Product Attributes with Quote Member Binding (Managed Package): Use the Quote Member Binding feature to automatically assign quote member field values to product attributes. This functionality streamlines the process of applying unique product attributes for multiple locations or subscribers.
Apply Special Handling to Inflight Order Amend (Managed Package): To control user access for the Inflight Order Amend feature, which allows users to modify in-progress orders, you need to explicitly add a permission filter to the Amend Order to Quote button.
Apply Template to a New Quote: After creating an enterprise quote, approved templates matching the quote's price list are available in the Cart Templates tab for application to the working cart.
Applying CME Page Layouts: For users to see improved page layouts and layouts for Salesforce Industries custom objects, you must assign CME page layouts to user profiles.
Approve and Set Up Validation: Complete the template setup by approving it and adding tags for better searchability. Optionally, implement custom validation logic to display location- and subscriber-based eligibility warnings.
Approve Discounts in Industries CPQ: If your business requires you to request an approval for a discount, you can do so by using the Discount Approval button in the Industries CPQ Cart. By default, discounts are set to be auto-approved.
Artificial Intelligence Use Cases for Communications: Get real-time predictions about subscribers who are likely to churn and provide intelligent visual insights that your agents can use to minimize churn. Predict in-progress orders that are at risk of delay and prevent delays in order fulfillment. Predict the due dates of prospective order line items related to individual quote line items during quote creation and increase customer satisfaction.
Asset Service Lifecycle Management: Asset Service Lifecycle Management empowers businesses to manage the entire lifecycle of asset service operations, streamline field service operations, and boost the productivity and satisfaction of your field service teams.
Asset-Based Ordering: An asset is a standard Salesforce object that represents an item of commercial value, such as a product or service sold by your company or a competitor, that an account or contact owns. Salesforce Industries extensions to the Asset object support special features such as discounts, bundle pricing, cancellation fees, and customer preferences.
Asset-Based Ordering Administration: Standard ordering systems end the customer relationship after the order is complete. However, not all orders are about buying new products or services. An existing customer may want to modify the existing assets or services.
Asset Reference IDs: CME uses the asset reference ID and the provisioning status to track the asset across objects in the asset-based ordering (ABO) life cycle.
Assign Attributes and Fields for an Object Type: You can create attributes to define the characteristics of products. Each attribute is associated with an attribute category. The association of an attribute to an Object type or product is called Attribute Assignment. You assign attributes to a product Object type and these attributes are later inherited by the child object types when you add them.
Assign Data 360 Admin Permission Sets: Assign the Data Cloud Admin or Data Cloud Architect permission set to the users who set up and manage Communications Sales Insights.
Assign Permission Sets to Use Invocable Actions: Assign permission sets to the user to access the invocable actions in the Communications, Media, and Energy managed package. To use invocable actions, migrate your org from the managed package licenses to the permission set licenses, before assigning the CME Agentforce permission set.
Assign Products to Subscribers in a Quote or Order: After adding subscribers to a quote or order, browse catalogs and add products. Based on the subscribers’ selection, browse and assign the products available to all the selected subscribers at once, rather than individually. This streamlines the process when multiple subscribers require the same offer, improving quote line item and order line item scalability and performance.
Async Job Status Invocable Action: Use this action to verify whether an asynchronous job is already running for a specific quote. For example, you can prevent duplicate processing by checking job status before initiating a new quote calculation.
Attribute-Based Pricing for Summer '23: The Attribute Based Pricing Summer '23 now supports Business Rules Engine, and pricing matrices with more than 50,000 rows. You can also pass values between price plan steps, set attribute values and prices, and use attribute values in the pricing logic.
Attribute and Override Issues: Resolve common attribute and override issues in Industries CPQ, such as null override values, STRING_TOO_LONG errors, Bulk Replace Job failures, and attributes not displaying in the cart.
Attribute and Picklist Overrides for the Object Type and at the Product Level: An attribute can be associated with a picklist that has possible values for the attribute. You can set the default value of an attribute. When you associate the attribute with an object type, child object types and products inherit the attribute but can override it.
Attribute-Based Pricing: Product attributes describe product characteristics. You can use product attributes for many purposes such as filtering, order decomposition, and fulfillment, and also to determine the correct price for a given product configuration.
Attribute-Based Pricing Using Pricing Plans: You can implement attribute-based pricing using pricing plans, calculation procedures, and standard calculation matrices. Attribute-based pricing enables you to create a single product entity and attributes, and use a matrix to price each combination of attributes. This approach reduces the number of products in your catalog and gives you an easy way to review and administer your pricing model.
Attribute-Based Pricing with Usage Pricing and Cost and Margin: A calculation matrix for attribute-based pricing can be expanded to handle usage pricing, cost and margin, or both. You must also update the PricingPlanHelper Apex class and the Pricing Plan.
Attribute Model Upgrade: This job is comprised of two smaller jobs that convert a JSON field into two smaller fields which are then populated.
Attribute Override Batch Job: This job populates OverrideContext field values when you override the AttributeAssignment Salesforce object. This job also helps the IDX migration tool identify matching records from a source org to a destination org when you migrate datapacks.
Picklists and Attributes in EPC: Products may or may not have attributes. A product that does not have attributes comes only in one form, and customers do not make any decisions about the features of the product, such as a headset or a computer cord that come in one color.
Attributes vs. Fields: When defining product properties, you can use attributes or fields. The choice depends on how you plan to implement property data during order capture.
Audit Product Structure: To determine whether your offers are properly configured and comply with TM Forum standards, you can run the Audit Product Structure job. This job produces a report that lists commercial products that have embedded products with mismatched Specification Type values. The job emails a report to your account. Use this report to correct or update existing commercial products.
Automate Product Relationship Management in Multi-Product Carts: Ensure order accuracy and a better configuration experience with automated product relationship actions, including Auto-Remove to maintain clean cart state by deleting dependent products when triggering conditions are not met.
Automatic Linking: When you add a source product, Salesforce links it automatically to an eligible related product if only one match exists.
Automatic Upgrades: Starting in Spring ‘24, we've added the Communications, Media, and Energy & Utilities (CME) managed package to the automatic upgrade process. This process aligns with the Salesforce seasonal release cycle, where new features are delivered three times a year (Summer, Winter, and Spring). With automatic upgrades, you also get early access to upcoming releases in your sandbox preview environment.
Availability and Eligibility Rules: Availability and eligibility rules provide the ability to show or hide products based on location, account attributes, and other related information. The rules determine if a customer can obtain specific products and ensure that only the appropriate offers or products are displayed to the customer. The rules provide the ability to show or hide objects based on location, account attributes, and other related information.
Base Pricing Adjustments: Salesforce records the base price for every line item in the pricing log. The pricing log is a JSON field on the line item object that enables the pricing waterfall in the Price Details in the Industries CPQ Cart. Although the pricing log is efficient for the Cart's operations, it is not recommended for configurations or services that need to evaluate past pricing history.
Basic Configurations: This job ensures that your org has all appropriate configuration settings and values. It checks whether any settings are missing.
Batch Job Failures: Fix EPCProductAttribJSONBatchJob failures caused by a List to Map conversion error due to mismatched ValueDataType__c on AttributeAssignment__c records.
Batch Validation: This job validates a list of header items in opportunities, orders, or quotes against a predefined list of rules and entity filters.
Best Practices for Price Display Text: Display text for pricing is required and explains the base price, the adjustment or override to the base price, and the price of a bundle with optional products. Follow Salesforce's recommendations for creating display text.
Billing Considerations for Quote Recipient Grouping: Quote Recipient Grouping uses Flex Credits to call generative AI. Use of Quote Recipient Grouping impacts the consumption of credits used for billing in these usage types.
Billing Considerations for Service Level Objective Insights: Service Level Objective (SLO) Insights for Asset uses Data 360 to get Asset SLO and network data from customers’ different data sources, and uses Flex Credits to call generative AI. Use of this feature impacts the consumption of credits used for billing in these usage types.
Billing Management: Salesforce Industries Communications, Media, and Energy does not include a billing engine, but Salesforce Industries Communications, Media, and Energy can access, report, and analyze billing data. The Vlocity Billing Management module aggregates billing data across multiple billers on a schedule. For example, you can call the information up when a call comes in or schedule a monthly data load. Reporting can store bills, bill line items, and Omnistudio Data Mapper data.
Billing Management Overview: Vlocity does not include a billing engine, but Vlocity can access, report, and analyze billing data. Prebuilt processes and the Vlocity data model interact with billing data. The Vlocity Billing Management module, not an engine, aggregates billing data across multiple billers. Billing Management aggregates billing data on a schedule.
Assign Products to Locations in a Quote or Order: After adding locations to a quote or order, browse catalogs and add products. Based on the locations’ selection, browse and assign the products available to all the selected locations at once, rather than individually. This streamlines the process when multiple locations require the same offer, improving quote line item and order line item scalability and performance.
Build Your Data 360 Connection: Update the Data 360 Salesforce Connector permission set to give Communications Sales Insights access to your Revenue Cloud data. These permissions let the connector read pricing information, create orders from quotes, and work with the Dynamic Revenue Orchestrator (DRO) features.
Bulk Processing of Assets from the Asset Viewer: Bulk asset processing enables you to select multiple assets of the same or different business or service accounts and update them simultaneously. With this feature, you can select multiple assets and create a quote or order for them. You can then choose to make individual changes to the assets one at a time or apply common changes to a group of assets all at once. For example, say all assets in a business account for an ISP now support enhanced upload speeds. You can change the upload speeds for all assets in multiple services accounts of a parent business account in one operation.
Calculation Procedures for Attribute-Based Pricing: To speed your deployment, Salesforce Industries Communications, Media, and Energy provides preconfigured calculation procedures and matrices for attribute-based pricing.
Cancel a Promotion in Industries CPQ: You can cancel a promotion after you have applied the promotion to products that are now assets or after you have applied a promotion to products that are assets.
Cardinality of Child Products in a Bundle: For each child item in a bundle, there is a minimum and a maximum quantity, as well as the default quantity. When creating a bundle, a product administrator sets up these cardinality values.
Industries CPQ Cart Based APIs and Digital Commerce APIs: Industries CPQ's Cart-Based APIs enable client application users to shop for and order products and services. The Cart-Based APIs and their remote methods provide a layer of abstraction between client application development and the configuration of the underlying CPQ logic.
Cart Management and Order Fulfillment for Consumer Sales in Revenue Cloud for Communications: Consumer Sales for business-to-consumer (B2C) provides a comprehensive solution for residential and small business users. Built on the Salesforce Platform, this setup empowers admins and developers to capitalize on the growing subscription market by using an enhanced cart-to-asset sales journey.
Use Cart Templates in Enterprise Sales Management (Managed Package): Save time and ensure accuracy by using Cart Templates to accelerate your quoting process in Enterprise Sales Management. To eliminate manual configuration of complex products for every new quote, admins can pre-configure these templates in the system and make them available for your use.
Check System Overview Settings: Before using the Vlocity Installation Assistant to guide you through all the installation steps, you must verify the resources in the System Overview.
Checking Configurations for Offers and Specifications: You can check that your commercial products are correctly configured for the Specification Type value. Use these reports to identify mismatched bundled products or products with no specification type.
Subscriber Churn Factors: We considered some recommendations from TM Forum for the churn model. Some recommended factors are relevant to subscriber churn:
Churn Predictions for Communications with Einstein Discovery: Use real-time predictions to provide intelligent visual insights that your agents can use to minimize subscriber churn. You can calculate predicted churn scores by using only the customer subscription data or by using Feedback Management and Sentiment Insights data.
Churn Score After Customer Interaction Ends: Instead of getting the customer churn score updated based on the frequency defined by your Salesforce admin, get the latest churn score after each customer interaction by using AI Accelerator.
Clear Managed Platform Cache: This job clears the org cache in the CPQPartition platform cache. The job does not affect other cache partitions.
CLM and DocGen Organization-Wide Sharing Defaults: You can define the default access level for an object’s records with organization-wide sharing settings. Organization-wide sharing settings can be set separately for custom objects and some standard objects. You can set different levels of access for internal and external users for CLM and DocGen.
CLM and DocGen Permission Set Combinations with Other Permission Sets for CME: Many of the tasks require that you understand permission set combinations. The table below provides a detailed mapping of the sample personas with the required managed permissions sets and sample permission sets. The table lists CLM and DocGen specific permission sets along with additional permission sets required for certain features. For information on the CLM and DocGen sample personas, see CLM and DocGen Personas.
CLM and DocGen Permission Set Licenses for CME: Permission set licenses incrementally provide user-level functionality for individual users. By assigning PSLs to users, administrators can extend a user’s entitlements. CLM and DocGen make a number of permission set licenses available for CME.
CLM and DocGen Sample Permission Set Groups for CME: A permission set group streamlines permissions assignment and management. Use a permission set group to bundle permission sets together based on user job functions. In CLM and DocGen, we recommend these sample permission sets and sample permission set groups for CME.
CLM and DocGen Sample Permission Sets for CME: Users don’t require access to all the features to perform their role’s tasks. For example, a runtime user doesn't need access to docusign setup and contract setup entities to run contract document generation, create versions, compare versions, reconcile contract documents, checkout, lock and unlock, and submit for contract approval. Use sample permission sets to give your users access to only the features that they require to complete their tasks.
CLM and DocGen Sample Permission Sets Reference for CME: Use CLM and DocGen sample permission sets to extend the features and functionalities of your user licenses. The sample permission sets provide objects, classes, and page access that can be used with the CLM and DocGen permission set licenses and managed permission sets. Some sample permission sets provide read-only access, while others grant the ability to create and edit records. Each permission set grants a different level of access to a different set of objects and fields.
CLMInd Admin All: Allows admin users to monitor, maintain, configure, and manage contract lifecycles. For example, you can set up entities, configure contract clauses, templates, and terms.
CLMInd DocuSign Runtime All: Allows users to perform e-signature functions. For example, you can send a contract document for e-signature.
CLMInd Runtime All: Allows users to generate contract documents and manage contract lifecycles. For example, you can run contract document generation, version creation, version comparison, and contract document reconciliation.
Clone and Customize Managed Permission Sets: The Communications, Media, and Energy managed package provides managed permission sets out-of-the-box that provide access to the various features available in the package. Since these permission sets can provide broad access to features, you can optionally clone and customize these permission sets to provide fine-grained access to your users.
Clone Products in a Working Cart in Enterprise Sales Management (Managed Package): In the Enterprise Sales Management working cart, you can add a product multiple times by using the clone functionality. You can either Clone a product as configured in the cart or Clone with Defaults as configured in the product console. But the number of times you add a product matches the product's defined cardinality, and this count includes products added using both the clone options.
Configure the Deep Clone API in Enterprise Sales Management (Managed Package): Accelerate multi-site enterprise sales by using the Deep Clone API to duplicate complex quotes and orders. In one single operation, you can replicate line items, Quote Members, discounts, price adjustments, promotions, and custom objects. This feature enables sales representatives to efficiently mirror large-scale orders across hundreds of locations, removing the need for manual data entry.
Clone Record Invocable Action: Use this action to clone a record and its related objects based on configuration. For example, you can instantly duplicate complex project templates including all predefined milestones and task dependencies.
CME EPC Jobs Fresh Install vs. Upgrade: The EPC jobs set up the shared catalog Product Console object classes, default layouts, pricing variables, pricing plans, and bindings. The EPC jobs are available using the Vlocity CMT Administration tab.
Post-Upgrade Steps for Summer '25: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Winter '26: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Pre-Upgrade Steps for Summer '25: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Winter '26: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Upgrade Communications, Media, and Energy Applications Package to Summer '25: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Summer '25. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Upgrade Communications, Media, and Energy Applications Package to Winter '26: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Winter '26. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
CME Upgrade: This guide includes instructions for preparing to upgrade and upgrading Salesforce Industries Communications, Media, and Energy (CME) in your org for the current release and earlier releases. It also includes post-upgrade steps for CME, Contract Lifecycle Management, and Industries Order Management.
Upgrade Steps for Summer '25: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Winter '26: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Coexistence of CME Managed Package and Revenue Cloud: The CME Managed Package (CME MP) and Revenue Cloud (RC) can run in the same Salesforce org, but with certain constraints and guidelines. Coexistence relies on custom implementation-based isolation. The platform doesn’t enforce a boundary between the two apps (CME MP and RC) on the shared standard objects they use. These objects include Product, Pricebook, Order, and Asset. Establishing and maintaining that boundary requires deliberate configuration.
Common Entities Access: This section covers the common entities access in general some of these might be covered in the individual sections previous.
Communications Cloud: The Salesforce Industries Communications cloud extends the digital omnichannel capabilities of Salesforce and includes a communications data model, Configure, Price, Quote (Industries CPQ), Enterprise Product Catalog (EPC), order capture, Digital Commerce, Industries Order Management, and Contract Lifecycle Management as well as cloud-specific application suites.
Communications Cloud AI and Data 360: Communications Cloud leverages generative AI to transform customer experiences in the telecommunications industry and increase operational efficiencies. Communications Cloud AI equips businesses with trusted AI solutions that grow revenue and reduces churn. With a Data 360 foundation for Communications Cloud, telecommunications providers can ground their prompts in relevant business contexts like billing, usage, bandwidth, and up-time to embed AI right in the flow of work.
Communications Service Console: Communications Service Console provides a portfolio of applications and functionalities built on the Salesforce Platform for communications service providers to implement consistent, effective, and engaging customer management processes.
Communications Cloud Data Model Objects: Data model objects (DMOs) store different types of data in Data 360. Get access to standard model objects as part of the SSOT package that’s automatically installed in your Salesforce org with Communications Cloud and Data 360.
Revenue Cloud for Communications: Revenue Cloud for Communications, part of Agentforce Communications, extends the Salesforce Revenue Management platform with industry-specific capabilities for communications service providers (CSPs). Built on the Salesforce Platform, it helps CSPs implement effective and consistent customer management processes.
comp-assets-base-grid (layout): The comp-assets-base-grid layout provides the underlying structure for the Assets and Review Cart cards-based Visualforce pages.
comp-assets-base-grid (template): The comp-assets-base-grid template provides a space for the Assets and Review Cart cards-based Visualforce pages.
comp-assets-contract (card): The comp-assets-contract card renders the date picker and other items in the header portion of the space that displays the assets on the cards-based Assets and Review Cart Visualforce pages, when the assets are grouped by contract.
comp-assets-contract (template): The comp-assets-contract template provides the space for assets that are listed by contract on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-contract-layout: The comp-assets-contract layout provides the structure for assets that are listed by contract on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-header (card): The comp-assets-header card, with the comp-assets-header-card template, renders the banner at the top of the cards-based Assets and Review Cart Visualforce pages.
comp-assets-header (layout): The comp-assets-header layout provides the structure for the top of the cards-based Assets and Review Cart Visualforce pages.
comp-assets-header-card (template): The comp-assets-header-card template renders the top of the cards-based Assets and Review Cart Visualforce pages.
comp-assets-info-panel (layout): The comp-assets-info-panel layout provides the structure for the info panel in the cards-based Assets and Review Cart Visualforce pages.
comp-assets-info-panel (template): The comp-assets-info-panel template renders the information panel in the cards-based Assets and Review Cart Visualforce pages.
comp-assets-load (template): The comp-assets-load template renders the space for assets that are not grouped by contract in the cards-based Assets and Review Cart Visualforce pages.
comp-assets-no-contract (card): The comp-assets-no-contract card renders the date picker and other items in the header portion of the space that displays the assets on the cards-based Assets and Review Cart Visualforce pages, when the assets are not grouped by contract.
comp-assets-no-contract (template): The comp-assets-no-contract template provides space for assets that are not associated with contracts on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-no-contract-layout: The comp-assets-no-contract-layout provides structure for assets that aren't associated with contracts on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-product-children (template): The comp-assets-product-children template provides the space for each child product item on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-product-item (card): The comp-assets-product-item card renders the space for products listed by contracts on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-product-item (template): The comp-assets-product-item template provides the space for products listed by contracts on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-product-item-child (card): The comp-assets-product-item-child card renders each child product on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-product-item-child (template): The comp-assets-product-item-child template displays the details of the child element in an asset bundle in the cards-based Assets and Review Cart Visualforce pages.
comp-assets-products (layout): The comp-assets-products layout provides the structure for the space for assets that are in the cards-based Assets and Review Cart Visualforce pages.
comp-assets-promotions (layout): The comp-assets-promotions layout provides the structure for the Promotions tab on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-promotions (template): The comp-assets-promotions template provides the space for the Promotions tab on the cards-based Assets and Review Cart Visualforce pages.
comp-assets-promotions-card: The comp-assets-promotions-card Renders the products on the Promotions tab on the cards-based Assets and Review Cart Visualforce pages.
comp-cart-review (layout): The comp-cart-review layout provides the structure for the main panel of the Review Cart Visualforce page.
comp-cart-review (template): The comp-cart-review template provides the space for the main panel of the Review Cart Visualforce page.
Industries CPQ Feature Comparison Matrix: Each version of Industries CPQ offers unique features. Explore the features of each version to make an informed choice that best meets your needs.
Comparison of the Product Catalog Applications: In Spring '20, Salesforce introduced the Product Designer for Lightning. Salesforce also supports its legacy versions of the Product Catalog administration applications.
Compatibility Rules: Compatibility rules are also known as configuration rules or validation rules. Compatibility rules determine if a product combination is valid. Using compatibility rules, you can define that, when a product is added to the cart, related products are added with it. You can also automatically add, automatically remove, or recommend products based on other products in the cart.
Condition Weights: Condition weight is a general property of context dimensions. Condition weights are numeric values ranging from 0 to 60. These values are used by the TightestMatchInterface to calculate the relative weight of rules assigned to a price list entry.
Configuration and Settings Issues: Resolve attribute picklist values that display in the wrong order by updating the AttributeValueDisplaySortMode setting in CPQ Configuration Setup.
Configuration for Offer Specification Realization: Product specifications and offers can be simple (stand-alone) or part of a bundle. Offers can be associated with object types or product specifications.
Configuration and Setup for CME - DRO: Dynamic Revenue Orchestrator (DRO) provides a centralized framework to design and streamline complex order fulfillment. By decomposing orders into manageable tasks, it enables real-time tracking and automated orchestration.
Configuration of Products in Promotions: When you create a promotion, you must add and configure at least one product to it. You also need to set the product quantities, a time plan, product hierarchy, and context rules.
Configuration Setup for Enhanced Compile Cart: Configurable chunk sizes help you tune performance for large datasets. This setting balances the number of records per transaction against memory consumption. By optimizing the balance, you reduce the total number of asynchronous jobs and shorten the overall execution time.
Configure a New Object for Grouping: You can configure objects other than Service Points, Service Accounts, Premises, or Subscribers for use on the group page.
Configure a Use Case for Churn Prediction: Select the machine learning models and feature extractors that you want to use for predicting real-time churn. You can save computed features and prediction results in records.
Configure an HTTP Callout Action in Flows: HTTP Callout guides you when you enter the details about the HTTP web-based service or REST API endpoint that you’re connecting to. After you complete the configuration, invoke the action in a flow. HTTP Callout assumes that you’re familiar with the API that you want to call.
Configure and Use Link Fields in Location or Subscriber Tables (Managed Package): To help users go directly to relevant internal or external pages from within the Location or Subscriber tables in Enterprise Sales Management, add columns to the tables that show clickable URLs. The configuration involves creating a custom URL field and adding it to the relevant integration procedure, with a specific step name that varies for Classic and Guided journeys.
Configure Apply to Group for Changed Members Only: A multi-site Quote or Order may consist of a large number of premises, service points, locations, accounts, or subscribers grouped in single or multiple groups. To create multi-site Quote or Order, you may perform multiple iterations to add or remove groups or group members in a master Quote or Order. The multi-site framework optimizes the Apply to Group functionality by adding product line items in the Group-Cart/Group-Quote or Order only to the newly added or changed group members.
Configure Attribute Rules for Offerings in the Product Designer: If you create a new simple product offering from a simple product specification using Offer Specification Realization, only attribute assignments are available for the simple product offering from the product specification. The attribute rules, prices, and costs of the product specification are not available to the simple product offering. If you create a simple offer realizing a composite product specification, the attribute rules, prices, and costs on the child product specification are honored at runtime. Upon adding the simple offer to the cart, each child product specification manifests as a separate line item and all the rules, pricing and cost defined on the child product specification are executed/applied.
Configure Attributes and Fields for an Object Type: Attributes and fields you assign to the Base Object object type are later inherited by the child object types that you create. You can only assign attributes and fields that you have previously created.
Configure Batch Creation of Sub-Orders (Managed Package): When you create a final order from an enterprise quote, the system automatically initiates the generation of sub-orders. This bulk, asynchronous process that runs in the background, saves time when you are generating a large number of orders at once. You can enable this feature in the CPQ configuration setup.
Configure Bulk Processing: To replace offers in bulk, you must add a custom metadata type for ListToObjects. Otherwise, sales agents see "Bulk Replace" errors when they use the change of plans feature to replace offers in bulk.
Configure Charge Measurements: A charge measurement is a unit of consumption and pricing for utility commodities. Before you configure usage pricing for Energy & Utilities Cloud, configure the charge measurements first.
Configure Default Values for Custom Discounts (Managed Package): When creating custom discounts, you can configure default values for the discount name and allocation type. This ensures that when the custom discount modal opens, the preset values are already filled in, making the process more efficient. Users can still edit these default values if needed.
Set Up Deep Clone API Configuration: Configure and implement the fully invocable Clone API to support programmatic automation for enterprise quotes and enterprise orders.
Configure ESM Components in Experience Cloud (Managed Package): Configure the ESM components in your Salesforce Experience Cloud site by adding and customizing the b2bEnterpriseAppWrapper and b2bSampleAppCard components. This configuration ensures your ESM app is fully integrated and published.
Configure Existing Objects for Grouping: By default, only Service Point objects are fully configured for use on the group page. You can include Service Accounts, Premises, or Subscribers by activating them. Including other objects requires more configuration.
Configure Field Settings for Display Columns: For any grouping object, you can configure existing Multi-Site field settings for table columns that are displayed on the group page by default, or you can add new fields to the table. To configure grouping objects, see the previous section.
Configure Filters: For any grouping object, you can customize filters.
Configure Industries CPQ: Customize Industries CPQ configuration settings to best support your business needs.
Configure Level-Based Settings in Enterprise Working Cart (Managed Package): Enable grouping levels to show items more efficiently in the configuration cart. Rather than fetching and displaying all bundle items at once, only the root item and the first level of child items are displayed. You can click an item group to expand and display its child line items.
Configure Line Item Splitting: You can split line items in Power Update. The StrictSplitModeEnabled setting controls how items can be split.
Configure Multi-Site Customizations: You can customize some aspects of the Multi-Site feature, such as which objects can be in groups and which object fields are displayed.
Configure New ODIN Class for Order Routing: After the CME org permissions and licenses are active, configure a new ODIN class in the DRO system to route the incoming requests.
Configure Payment Adjustments: Payment adjustments allow a customer service representative to request an adjustment to a customer's billing statement, for example, when a customer disputes a prior billing or has a product issue. After the adjustment is approved, it can be sent to the client's billing system for processing. You can also use the Payment Adjustment object to register a client's payment independent of any dispute.
Configure Payment Methods: The Payment Method object stores credit card or other payment processing information for an account. You can configure the card and bank account types available for selection when adding new payment methods.
Configure Pricing Designer: This topic contains configuration steps for the Salesforce Industries Pricing Designer. Salesforce Industries Pricing Designer is the next-generation pricing administration application. It provides a unified user experience with improved efficiency and agility to create and maintain product pricing, promotions, and associated rules, giving both business and IT users access to the pricing management capabilities they need.
Configure Pricing Designer (Upgrade): This topic contains configuration steps for the Salesforce Industries Pricing Designer. Salesforce Industries Vlocity Pricing Designer is the next-generation pricing administration application. It provides a unified user experience with improved efficiency and agility to create and maintain product pricing, promotions, and associated rules, giving both business and IT users access to the pricing management capabilities they need.
Configure Product Designer for Salesforce Industries Communications, Media, and Energy (Install): To use the Product Designer, complete the required configuration steps. The Product Designer provides a unified user experience with improved efficiency and agility to launch products quickly to market, giving both business and IT users access to all the product management capabilities they need.
Configure Product Designer for Salesforce Industries Communications, Media, and Energy (Upgrade): This topic contains configuration steps for the Product Designer. Product Designer is the next-generation Product Catalog administration application. It provides a unified user experience with improved efficiency and agility to launch products quickly to market, giving both business and IT users access to all the product management capabilities they need.
Set Up Mapping Table for Quote Member Binding with Product Attributes (Managed Package): Use the Quote Member Binding feature to automatically assign quote member field values to product attributes. This allows you to create site-specific or subscriber-specific configurations, tailoring each offer to meet the unique needs of each customer. You can assign quote member field values to product attributes by using the Business Rules Engine (BRE).
Set Up Data 360 for Communications Cloud: Before you use the Communications Cloud data model objects, complete the basic setup required to work in Data 360. You must set up Data 360, enable the required Communications Cloud features, connect Data 360 to your Salesforce CRM org, and configure the security permissions.
Configure Settings from the XOM Admin Panel: Use the App Launcher to open the Vlocity XOM Administration panel. From there, start or schedule jobs, and manage other configurations.
Configure the Assets Tab: To display relevant information on the Assets tab, add preconfigured Flexcards.
Configure the Batch Size: You can determine the number of group members to the process by configuring the batch size for the following cards in the OmniScript Designer.
Configure the DRO Qualifier Interface: These steps explain how to verify or customize the logic that determines if an order qualifies for DRO processing.
Configure the Multi-Site Group Pane in Industries Cart: You can modify the multiservice-cpq-group-list card and template to configure the Multi-Site group pane. The group pane is the pane on the left of Industries Cart and includes the group name of the service points, the market identifier, and the name of the premises. You can modify the appearance of the group pane by adding new fields, hiding the default fields, or changing the layout depending on your specific business needs.
Configure the Order Overview Page: Configure an order overview page in the Salesforce console app by using the Order object record. This read-only page provides a complete snapshot of order details, such as product information, pricing, and promotions.
Configure the Page Size for Groups in Industries Cart: Learn how to configure the page size for groups, group members, or ungrouped items. When you configure the page size, it impacts the number of results for each item that appears on the managed group page and the Vlocity Group Cart page.
Configure Translation for the Product Designer: If you want to use more languages than the base language, you can configure the Product Designer to display object and field labels in languages other than English. You must manage the Commercial and Technical catalog in a single base language, such as English, Spanish, French, etc. Switching to another language for catalog administration is not supported.
Configure Usage Pricing: Follow this workflow to enable usage pricing and configure the pricing element for charges and costs.
Configure Pricing Designer (Install): To use the Pricing Designer, assign a page layout, rename the Promotion tab, and verify the pricing tabs are visible. The Pricing Designer provides a unified user experience with improved efficiency and agility to create and maintain product pricing, promotions, and associated rules, giving both business and IT users access to the pricing management capabilities they need.
Configure Vlocity Pricing Designer (Upgrade): To use the Vlocity Pricing Designer, assign a page layout, rename the Promotion tab, and verify the pricing tabs are visible. The Vlocity Pricing Designer provides a unified user experience with improved efficiency and agility to create and maintain product pricing, promotions, and associated rules, giving both business and IT users access to the pricing management capabilities they need.
Configure Asset Viewer: Asset Viewer is a powerful, configurable component built that use Flexcards and Integration Procedures. Add this component to your Account page to provide a comprehensive, interactive view of all assets. It shows records for both the primary account and all associated child accounts in a single location.
Configuring Cart Item Refresh Levels: As you add items to the cart, the cart contents increase. When the cart page refreshes, the getCartsItems API is called. The call can fail due to the heap size or an exceeded time limit. To support a large number of items when returning responses from getCartsItems and addToCart, a level-based approach to refreshing the cart is supported. This approach creates a smaller response to optimize performance. Use the level-based approach when you find that response times are excessive.
Configuring CPQ Platform Cache: An org cache is necessary so you can use CPQ. Your org should have a platform cache named CPQPartition. If the CPQPartition does not exist, create a default partition and name it CPQPartition.
Configuring Decomposition Rules & Mappings: Product decomposition automates technical fulfillment by breaking down commercial bundles into specific, actionable tasks based on attributes, classes, and custom fields. This logic-driven approach reduces manual errors and makes sure that every product variation triggers the precise technical sequence required for delivery.
Configure Extended Asset Line Numbering for Large Accounts: Enable the extended line numbering feature to support large-scale asset management. This enhancement increases root asset capacity from 9,999 to 9,999,999, ensuring unique identifiers for high-volume accounts and preventing duplicate numbering during assetization.
Configuring Multi-Language Support for Shared Catalog: You can configure the catalog to support over 25 different languages. Before applying these languages, you must configure the multi-language support feature for your shared catalog:
Configuring Orchestration Rules: Orchestration rules synchronize the entire product lifecycle by triggering dynamic fulfillment plans based on specific attributes, order actions, and dependencies. These rules turn on staged assetization to align billing with actual delivery timelines while automating data feedback, such as serial numbers, through reverse propagation.
Configuring Power Update: Use Power Update to edit multiple line items at one time. When products are added to the cart, line items are created. When a bundle is added to a cart, the parent and child products are independent line items.
Configuring Values for Status and Order Status Fields: When you create an order and submit it to Order Management for processing, the status of the order is changed to "In Progress". When you create a subsequent order on the same asset while the first order is still in progress, the changes made in the first order are stacked into the second order. For example, if the subsequent order is scheduled and submitted after the original order is completed, it can include the changes from the order in progress. This is achieved through a flexible FDO check so that additional Order Status values are considered when looking for FDOs.
Confirming System and Salesforce Requirements: Before you can install or upgrade Salesforce Industries Communications, Media, and Energy (CME), you must ensure that your web browser and Salesforce version meet at least these minimum requirements.
Connected Assets for Communication Cloud: Act on telematics data from assets, get data-driven insights into asset health, and maximize asset uptime by using Connected Assets. Establish a touchless process that detects critical events generated from assets and take actions in Salesforce. Easily visualize and analyze asset data that's stored in Data 360. Get health scores for your assets based on usage, age, and maintenance history to plan for maintenance, upgrades, reliability, and replacement.
Considerations for Enabling the CPQ Cart with Lightning Web Components (LWC): When you switch to the enhanced Lightning Web Components (LWC) interface for Industries Configure, Price, and Quote (CPQ), it is important to ensure a smooth setup. Make sure to address any potential issues that arise. Here are some guidelines to ensure complete setup, troubleshoot unexpected views, and handle custom CPQ implementations effectively.
Communications Cloud Consultant Learning Journey: This learning journey is for anyone in a business role with a focus in the Communications industry. The journey will guide you through all of the Salesforce Industries product training courses and certifications that are needed to prepare you to consult on a Communications Cloud implementation project.
Context Dimensions: Context dimensions are variables that describe the possible values to use in a context rule condition. You can reuse context dimensions across multiple rule conditions. Context dimensions are linked to one or more context mappings. The rules engine compares them to the linked context mappings.
Context Rule Components: You build context rules by combining context rule components. Over time, this will establish a library of components that can reduce overall development time and expedite new development.
Context Rules: Context rules determine when a rule set applies in Industries Cart. Context rules are analogous to entity filters in the advanced rules framework.
Context Rules Framework: Use the context rules framework to build rules that change what products, promotions, and prices appear for customers. You can also apply penalties for promotions or contracts that are canceled.You can also create rules to ensure pricing adjustments are allowed only in certain conditions. Context rules work together with advanced rules framework to ensure all orders are configured and priced correctly.
Context Rules or Advanced Rules: What Type to Use?: Because context rules and the advanced rules frameworks work together, you must determine what type of rule to use to accomplish your business objective.
Context Scopes: Context scopes describe the relational path from a root sObject, such as an Order, to related sObjects. Context mappings use context scopes to identify the fields on the sObjects or computed data that is matched with context dimension variables. The Context Rule Service evaluates the information.
Convert Assets to a Quote in Batch Invocable Action: Use b2bCmexAssetToQuoteInBatch invocable action to convert assets to quote line items and create associated quote members in an asynchronous, two-stage batch process.
Copy Datapacks to Migrate: For the second step to deploy the Industries CPQ in LWC, download the Industries CPQ static resource files. Then, extract and add them to your IDX workspace folder.
Copy Datapacks to Migrate: For the second step to deploy the Industries CPQ in LWC, download the Industries CPQ static resource files. Then, extract and add them to your IDX workspace folder.
Cost and Margin in EPC: When you create a cost for a product, you can classify it as a one-time cost or a recurring cost. Margins are calculated automatically based on the cost and prices that you have defined for each line item and the product bundle.
cpq-base-grid (layout): The cpq-base-grid layout provides the underlying structure for the CPQ interface. The template provides a three-column interface with the header bar at the top of the page and a total bar at the bottom of the page.
cpq-base-grid (template): The cpq-base-grid template provides a three-column cart interface with the header bar at the top of the page and the total bar at the bottom of the page.
cpq-base-header-payment-choice (layout): The cpq-base-header-payment-choice layout calls the getListsOfValues API to provide the user payment choices in Industries Cart.
cpq-base-header-pricelist (layout): The cpq-base-header-pricelist layout renders the picklist that displays the price lists in the upper left corner of Industries Cart.
cpq-base-variables (template): The cpq-base-variables template contains CSS variables used in other templates and themes.
cpq-card-blank (template): The cpq-card-blank template is an empty template. You can use cpq-card-blank to create a custom view in the cpq-product-cart-item card state.
cpq-card-mixin (template): The cpq-card-mixin template displays the bundle hierarchy in Industries Cart.
cpq-cart-item-detail (card): The cpq-cart-item-detail card renders the information in the Line Item Details dialog box. Each card contains the information for one product, or line item, in the cart. Use the line item details to modify the attributes of any item inline.
cpq-cart-item-detail (layout): The cpq-cart-item detail layout provides the interface for the Line Item Details dialog box.
cpq-cart-item-details (template): The cpq-cart-items-details template provides the structure for the cards in the Line Items Details dialog box.
cpq-cart-item-lookup (template): The cpq-cart-item-lookup template provides the structure and user interface elements for the Cart Item Lookup Field dialog box.
cpq-cart-promotions (card): The cpq-cart-promotions card renders each individual applied promotion in the cart.
cpq-cart-promotions (layout): The cpq-cart-promotions layout renders the list of applied promotions in the cart.
Custom Hooks for Template Operation: All five Sales Config Template APIs support Pre and Post invoke hooks via the standard CpqAppHandlerHook framework. This allows you to inject custom Apex logic before and after each template operation without any platform code changes.
cpq-header (card): The cpq-header-card displays the content of the cart header. This card has three states.
cpq-header (layout): The cpq-header layout provides the header for the cart.
cpq-left-sidebar (layout): The cpq-left-sidebar layout displays the Products list and Promotions list in Industries Cart.
cpq-left-sidebar (template): The cpq-left-sidebar template is a wrapper for the cpq-product-list and cpq-promotions-list cards and layouts.
Manage Deep Cloning in Industries CPQ: Industries CPQ provides a flexible API for cloning records that can invoke via the Developer Console, remote actions, or Agentforce flows. While it shares the core engine with ESM, it is designed to be customizable for various Industries CPQ data structures.
Managing Quote and Order Templates in Industries CPQ: Sales Config Templates are reusable, pre-configured Quote or Order models designed to standardize complex product bundles and accelerate the quoting process. By capturing complete configurations—including line items and pricing—they eliminate repetitive manual work while ensuring quality through built-in approval governance and automation.
Save Template Using OmniScript: Use the pre-built OmniScript to save an existing Quote or Order as a reusable template from the CPQ Cart UI.
cpq-product-addon (layout): The cpq-product-addon layout provides the information necessary when a product includes additional items.
cpq-product-addon-item (card): The cpq-product-addon-item displays the information necessary when a product includes additional items, including the line items, child products, promotions, and grouping items.
cpq-product-addon-item-separate-section (template): The cpq-product-addon-item-separate-section template provides the structure for the line items in a cart when some products include additional items.
cpq-product-cart (layout): The cpq-product-cart layout renders the cart, including any relevant error messages.
cpq-product-cart-config (layout): The cpq-product-cart-config layout renders the configuration panel in the cart, including only the close and Save buttons.
cpq-product-cart-config (template): The cpq-product-cart-config template provides the structure for the configuration panel in the cart.
cpq-product-cart-item-child (template): The cpq-product-cart-item-child template provides the structure for the child-level product information in the cart.
cpq-product-config-custom-action (layout): The cpq-product-config-custom-action layout can render custom actions in the CPQ user interface. You can use the cpq-product-config-custom-action layout when you must customize the default look and feel of a field, or when you must add your own custom implementation. You can also use this layout when an attribute requires an external data source to populate it. For example, for a telephone reservation, you can call out to an external system.
cpq-product-config-custom-action (template): The cpq-product-config-custom-action template is associated with the cpq-product-config-custom-action layout. It provides a very basic structure on which you can base custom actions.
cpq-product-details (card): The cpq-product-details card displays the details for one product in the Product Details dialog box.
cpq-product-filters (layout): The cpq-product-filters layout renders the filterable attributes list panel, including the Reset and Apply buttons.
cpq-product-filters (template): The cpq-product-filters template provides the structure for the filterable attributes list panel, including the Reset and Apply buttons.
cpq-product-item (card): The cpq-product-item card displays each product in the product list the cart.
cpq-product-item (template): The cpq-product-item template provides the structure for each product in the product list in the cart.
cpq-product-item-details (template): The cpq-product-item-details template provides the structure for each product in the Product Details dialog box.
cpq-promotions-list (template): The cpq-promotions-list template provides the structure for the Promotions list in Industries Cart.
Sales Configuration Template Access and Security: Sales Configuration Templates use a permission-set-based security model to control who can create, manage, apply, and delete templates. Three pre-defined permission sets map to distinct user personas, each with a specific level of access enforced at both the record and API levels. Trigger-based guards protect template deletion and that require all deletions to go through the official delete API.
cpq-slds-prompt (layout): The cpq-slds-prompt layout contains the cpq-slds-prompt template, which can be customized to create prompts in Industries Cart.
cpq-slds-prompt (template): The cpq-slds-prompt template enables you to customize prompts in Industries Cart.
cpq-total-bar (template): The cpq-total-bar template provides the structure for the total bar in the cart.
cpq-total-bar-card: The cpq-total-bar-card card renders the total bar in the cart.
cpq-total-card (template): The cpq-total-card template provides the text and buttons, as well as their styling, for the total bar in the cart.
cpqCartFlexTable Customization Example: The cpqCartFlexTable card is the parent component for all Industries CPQ in LWC cart components. This card renders the cart root products and their line items. In this example, a customer wants to change the styling of the product name and to add an additional input field with the product name.
cpqCartItemPrices Customization Example: The cpqCartItemPrices card is responsible to render root product prices. This card has two states: show root items prices and show Line item prices. In this example, a customer doesn’t want to show the usage pricing for the product and wants to change the field value of One time total to One time charge.
Create a Calculation Matrix for Cost and Margin: After you have identified the product to which you want to associate a margin range, create a calculation matrix. Specify the input data and make it a unique record (unique row). Identify and specify the lower and upper bounds of the margin range. Set up margin ranges using calculation procedures. Define margin ranges in the Calculation Matrix.
Create a Calculation Matrix to Look Across Multiple Inputs: Use a calculation matrix to perform a lookup across multiple inputs and return the corresponding output. In calculation matrices, headers are inputs or outputs—at least one output must be defined. Input column data types must exactly match the incoming data types or the lookup won’t work. Input rows must be unique and resolve to a single output.
Create a Custom LWC Component for Event Handling: Learn how to define and implement custom actions on line items in Standard CPQ (Configure, Price, Quote) using Lightning Web Components (LWC). This allows users to trigger custom actions on cart line items tailored to business needs.
Create a Omnistudio Data Mapper for Cost and Margin: You must create a Data Mapper before you can use Data Mapper as a data source to identify and extract the order item (Order Product) or the line item. As an example, you can use the product code and quantity.
Create a Dispute in Communications Service Console: Using Dispute Management, Customer Support Representatives can use Dispute Management to quickly initiate and validate charge disputes on behalf of customers.
Create a Multi-Site Quote or Order in Industries CPQ: When you create a master quote or order from an opportunity, it’s linked to the account with which the opportunity is associated. You can create multi-site groups based on the service points, premises, service accounts, subscribers, and other objects associated with the account. After you add and configure products, promotions, and discounts to a group, you can then apply them to all the individual members of the group. At that point, a child quote or order is created for each group member.
Create a Penalty Rule: Create penalty rule sets in Vlocity Product Console using reusable context rule components.
Create a Picklist in the Product Console: A picklist is an ordered list of values that customers can choose from when buying a product. If an attribute includes predefined values, a picklist represents all available values for that attribute. You can reuse picklists across attributes assigned at the object type level or the product level.
Create a Price Book: Every price list must be associated with a price book in Salesforce. You can associate multiple price lists with the same price book. If you don't have a price book to use, you must create one.
Create a Price List in the Pricing Designer: The price list entry defines the product price. When a product has more than one base price list entry in a price list, you can use a context rule to determine which price to apply to the product.
Create a Pricing Element Charge or Adjustment in the Pricing Designer: A pricing element has a one-to-one association with a pricing variable and defines the actual price or a reference to a pricing matrix which will be used to calculate the price during runtime. Pricing elements are reusable and can be attached to more than one product through the price list.
Create a Pricing Element for Costs in the Pricing Designer: A pricing element is the base element of a Price List. It can indicate a charge, cost, or adjustment to apply to a Product, Bundle, or Promotion. It consists of a pricing variable that identifies a one-time or recurring charge and a value for different currencies or loyalty points.
Create a Pricing Matrix Omnistudio Data Mapper of Type Load (JSON): The second step in creating a pricing matrix is creating a Data Mapper of type Load(JSON). The Data Mapper uses generated values from the calculation procedure and puts it into the order item or other object. The example in this topic uses the OneTimeTotal field with the nonrecurring charge value on the line item object.
Create a Pricing Plan and Pricing Steps in Pricing Designer: Create a pricing plan in the Pricing Designer. A pricing plan is a sequence of steps with dependencies. Each step defines what happens in that step and is a process, function, or procedure. When the steps are called, input parameters send the necessary information. The logic in the step computes the results. Salesforce provides some functions, but you can extend and add new steps and new functions.
Create a Pricing Variable in Pricing Designer: Create a pricing variable and define the charge type, currency, frequency, and other settings. To create a price list entry, you choose a pricing variable to be part of the price.
Create a Product Bundle in the Product Console: Creating a product bundle as an offer involves creating the structure of the bundle, including the main product and the product child items that comprise the bundle offer.
Create a Product Specification in the Product Console: You create product specifications from the object types. All fields, attributes, and layouts defined at the object type level are inherited by product specifications. For product specifications, you set values for the attributes and fields defined for the object type.
Create a Promotion in EPC: To create a promotion, you define basic settings and add products to the promotion. You can change the pricing of products, and add context rules to the promotion.
Create a Quote Invocable Action: Create an enterprise quote for an existing opportunity, or create an opportunity and its quote together in one request.
Create a Rule Action Entity Filter: Entity filters filter the orders on which to run. An entity filter consists of one or more conditions that are based on fields or attributes. Entity filters apply those conditions to objects.
Create a Rule for a Pricing Matrix: When using a pricing matrix, you must create a rule that invokes the rule action entity filter. The rule connects the calculation procedure and entity filter.
Create a Rule Library for Promotions: A rule library maps context definition tags to the fields used to define promotions and promotion eligibility criteria. Create a rule library for pricing designers to use when they create promotions.
Create an Action Launcher Deployment in Communications Service Console: Help your agents deliver better customer service by adding actions in the Action Launcher lightning web component. Agents can search and launch an action right from the component to quickly resolve customer requests and issues.
Create an App to Predict Due Dates of Prospective Orders: Use the Due Date Predictions for Quote Line Items template to create an app that generates predictions about predicted due dates for prospective order line items during the quote creation process.
Create an Asset-Based Order in Industries CPQ: You can update or delete multiple assets by creating an asset-based order. You can either create an order or add the assets to an existing order. After moving the assets to a order, Industries CPQ groups the assets based on the offer ID. You can then update the assets of different accounts. Since the assets are grouped, you can perform different operations on the entire group in one flow. For example, you can modify the upload speed of multiple internet plans in an account.
Create an Asset-Based Quote in Industries CPQ: You can then update the assets of different accounts. Since the assets are grouped, you can perform different operations on the entire group in one flow. For example, you can modify the upload speed of multiple internet plans in an account.
Create an Entity Filter for a Pricing Matrix: When creating a pricing matrix, you must create a rule action entity filter that invokes the pricing flow under specific conditions. In this example, the rule action entity filter specifies that quantities correspond to pricing actions.
Create an Object Type: An object type that you create serves as a template that stores the configuration of attributes, fields, and layouts. Object subtypes (or child object types) or associated products inherit the configuration of the base object's layout, fields, and attributes. You can modify this configuration for each object type. But you must modify it before you create object subtypes so that they inherit the newly modified configuration.
Create an Object Type in the Product Console: A base object type that you create serves as a template that stores configuration of attributes, fields, and layouts. When you create object subtypes, they inherit configuration of the base object's layout, fields, and any attributes.
Create an Offer Migration Plan and Define Mappings in the Product Catalog: To help customers who want to change offers, you can create a migration plan that allows switching from one product offer to another. A migration plan can define specific products that are eligible or can be open for changing from any product to any other product.
Create an Order from a Quote in Revenue Cloud for Communications: Quickly create multiple orders from a single quote based on different criteria such as recipients, fields, or groups. This flexibility allows you to tailor the order creation to your unique business needs, ensuring that each order is accurate and aligned with your specific requirements.
Create an Order from a Quote with Locations: Create one or multiple, independent orders from a single quote that contains locations. When you create an order from a quote, the location information and product assignments are transferred to the order.
Create an Order from a Quote with Subscribers: Create one or multiple, independent orders from a single quote that contains subscribers. When you create an order from a quote, the subscriber information and product assignments are transferred to the order.
Activate Orders in Revenue Cloud for Communications: After the order is created, you can activate your order. Assets are automatically created after order activation. When an order is activated, if account records don’t already exist, then they are created from the order product recipients and linked to the assets. The record type of these records is based on the Customer Site Record Type that you configure in the Revenue Cloud for Communications Settings. The recommended Customer Site Record Type is Service.
Configure Your Google Maps API Key for Enterprise Sales Management (Managed Package): Enterprise Sales Management uses Google Maps APIs to find locations on a map. To enable this functionality, you must generate the required Google Maps API key in Google Maps Platform. Then, add your Google Maps API key in your org. This API key is used to validate Google Maps API calls.
Set Up a Record Type to Identify Service Accounts: When an order is activated, if account records don’t already exist, then they are created from the order product recipients and linked to the assets. The record type of these records is based on the Customer Site Record Type that you configure in the Revenue Cloud for Communications Settings.
Create and View Quotes and Orders for an Existing Customer Account: Create a quote in Revenue Cloud for Communications and use it to negotiate with your customers, or create an order if you have the final details. View quotes and orders for an account on its record page.
Create Apex Classes for Attribute-Based Pricing: The Fall '18 release includes an attribute schema change. Customers who implemented attribute-based pricing in an earlier release must install the latest version of the Attribute/Volume Based Pricing DataPack in order to obtain the latest Apex classes that support the new attribute schema. The updated classes are backward-compatible, so they can be used in deployments that have not migrated yet to the new schema as well as in deployments that have completed the migration.
Create Apps Using the Churn Prediction Templates for Feedback Management and Sentiment Insights: Get Feedback Management and Sentiment Insights data for contacts associated with your subscribers’ accounts, and consume this data to generate example and prediction datasets, activity dates, customer lifetime value datasets for training and scoring purposes, and the training trends dataset. Then create an Einstein Discovery model that’s used to predict subscriber churn.
Create Attribute Bindings for Usage Pricing: In a unit rate cost component, the Usage Price Total field value is the Usage Price field value multiplied by the Usage Quantity field value. Making an attribute editable in Industries Cart is much easier than making a field editable. Therefore, to set the Usage Quantity value from within Industries Cart, creating an attribute binding is strongly recommended.
Create Attributes in the Product Console: A product attribute is a characteristic that defines a particular product and affects a consumer's purchase decision. Attributes can include product characteristics.
Create Cache Translation Data: This job creates cache data for products and promotions to support search and sort in getProductList and getPromotionList. This job copies data from StringTranslation__c and Product/Promotion objects and fills CachedProduct2Translation__c and CachedPromotionTranslation__c
Create Context Actions: Use context actions with penalty rules to apply a fee when a promotion or contract is canceled. Context actions enable you to specify a flat fee using a pricing element on a price list.
Create Context Dimensions: Context dimensions are variables that describe the values that can be used in a context rule condition.
Create Context Rules: Context rules determine when a rule set applies in Industries Cart. Context rules contain rule conditions, which are made up of context dimensions, context scopes, and context mappings. Context rules are analogous to entity filters in the Advanced Rules framework.
Create Default Contextual Adjustment Data: This job creates default contextual adjustment data, and should only be run if the user wants to control manual adjustments using virtual context rules. Virtual context rules mean there is no physical representation of adjustment data. It is virtual.
Create Default Contextual Adjustment Data — Steps: This job creates default contextual adjustment data, and should only be run if the user wants to control manual adjustments using virtual context rules. Virtual context rules mean there is no physical representation of adjustment data. It is virtual.
Create Default Time Policy: This job will create a default time policy with start policy as purchase date and end policy as end of plan duration.
Create Energy Product Models: Energy products typically consist of an offer with multiple cost components. These are modeled as a parent product with multiple child products in a bundle. In an Order, these child products appear as line items in the Cart.
Create Enterprise Quote Invocable Action: Use this action to create an enterprise quote based on specific inputs, such as account and oppportunity details. For example, build agents that auto-generate complex enterprise quotes when an opportunity reaches the proposal stage.
Create Follow-on Order API: The createFollowOnOrder API is invoked when customers want to capture a change to an inflight order after the inflight order has reached the Point of No Return (PONR).
Create Group Invocable Action: Use this action to create a group for a specific quote and assign members to it, based on specified inputs. For example, a sales rep can group multiple store locations together to apply a bulk discount.
Create Hooks for Odin Notification Handlers: Odin Notification Handler APIs provide an option to let you write custom pre and post-hooks for each API to implement custom logic.
Create New Product Attribute Categories: Attribute categories group attributes. They also appear as headings at run time in Industries Cart’s Filter and Configuration windows. Attribute categories are required to create product attributes. The type of attribute is defined at the Attribute Category level. You must create Attributes Categories before adding new attributes to the category.
Create New Versions of Child Products: As with a root level (parent) product, a child product can have its own lifecycle and any number of versions. A new version of a child product is listed in the product structure. Creating a new version of a child product does not create a new version of the parent.
Create New Versions of Object Types: Use Product Designer to track changes to object types. For example, you can track changes whenever you add a new Attribute Assignment to an ObjectType or make an existing AttributeAssignment inactive. You can also add or remove Product2 fields to or from an ObjectType.
Create New Versions of Picklists: With Product Designer, you can track changes to picklist values. When you need to change a released version of a picklist, create a new version.
Create New Versions of Products: As a product administrator, you can create a version of a product offer in a workspace in draft mode and modify the product offer until you release it. If you need to change a released version of a product offer, create a new version and apply your changes to it.
Create Object Level Rules: Object level rules are used by the ContractTerminiationService interface to assign penalty rules for contracts.
Create Object Types in the Product Designer: An object type that you create serves as a template that stores the configuration of attributes, fields, and layouts. Object subtypes (or child object types) or associated products inherit the configuration of the base object's layout, fields, and attributes. You can modify this configuration for each object type. But you must modify it before you create object subtypes so that they inherit the newly modified configuration.
Create Offerings in the Product Designer: After you define product specifications, you can associate them with prices, promotions, and context rules to create offers or commercial products that customers can purchase.
Create Opportunity Invocable Action: Use this action to create an opportunity along with an associated quote and price list. For example, build agents that instantly create-opportunity-invocable-actiongenerate deals and quotes when a high-value lead is qualified.
Create Picklists and Picklist Items in the Product Designer: A picklist is an ordered list of values that customers can choose from when buying a product. If an attribute includes predefined values, a picklist represents all available values for that attribute. You can reuse picklists across attributes assigned at the object type level or the product level.
Create Power Update Display Fields: Display fields are the column names in the Power Update Records panel. In the images below, each of the column names in the Records panel corresponds to the fields in the Power Update Display Fields tab.
Create Power Update Query Fields: Query fields are the picklist options in the Power Update Query panel. In the images below, each of the picklist values in the Query panel corresponds to the fields in the Power Update Query Fields tab.
Create Power Update Update Fields: Update fields are the picklist options in the Power Update Edit panel. In the images below, each of the picklist values in the Edit panel corresponds to the fields in the Power Update Update Fields tab.
Create Pricing Elements for Loyalty Point Charges: When you create price list entries for products that have charges in loyalty points, you must have existing pricing elements that contain those charges.
Create Product Bundles in the Product Designer: Creating a product bundle as an offer involves creating the structure of the bundle, including the main product and the product child items that comprise the bundle offer.
Create Product Specifications in Product Designer: A Product specification is a record in the product object. Create product specifications from your object types. Product specifications inherit all fields, attributes, and layouts defined for the associated object type.
Create Products in the Product Console: With EPC, you can create an offering to sell to customers, such as an iPhone 11. Before creating an offering, you must create other entities, such as object types, attributes, and product specifications. You can then create bundled offerings and set pricing.
Create Promotions and Offers for Product Bundles in the Product Designer: You can select a child product in the structure and modify an existing promotion, add a promotion, or create an offer-level adjustment or override. From a child product, you can define contextual adjustments or overrides for bundled products. For example, you can create a promotion to give a new residential customer a reduced Unit Rate for six months.
Create Pseudo Orders Pool for Basket API: This job creates a number of pseudo orders specified with the CacheAPI.BasketAPIPoolSizeCPQ Configuration Settings Reference custom setting. These orders are used when creating a cart from the basket for cache miss scenarios to improve the cache miss performance.
Create Qualification Rule Sets: Create qualification context rules as rule sets in Vlocity Product Console using reusable context rule components.
Create Quote Members Invocable Action: Use b2bCmexCreateQuoteMembers invocable action to create multiple quote members in one synchronous request, with optional duplicate detection.
Create Quote Recipient Groups Using Agentforce: To apply the same configuration to a set of recipients, the sales reps create a recipient group and apply the configurations to an entire set without extending the offer to each recipient individually. This streamlines the process when multiple recipients require the same configuration and pricing. For example, when a software company opens a new branch, a common task is to provide laptops and software licenses based on departmental requirements. Sales reps create groups by department, then add individual employees to their respective groups. For each group, they specify the exact laptop models and precise software licenses needed. This allows for a more personalized and accurate quoting process, ensuring employees receive the correct equipment and tools from day one.
Create Quotes for a New or Existing Customer: When a customer contacts you, search for their account by using their email address. If you don’t find any account, capture the new customer's details and quote information. Review and edit the customer's details as needed. Browse catalogs, add products, and save the quote. Optionally provide billing details for the quote.
Create Relationship Records: This upgrade job allows existing customers to update an existing order and it creates the required relationship records for Movement.
Create Rule Sets: A rule set is a logical grouping of one or more context rules. A rule set enables you to designate how the grouped context rules are expressed in a logical expression and how they are used in Industries Cart. To create a rule set, you define general properties and then specify one or more context rules as child rules.
Create the Account SLA Context Dimension: These instructions use the AccountSLA_PKL which has been previously created. The picklist has the following values: Gold, Silver, Platinum and Bronze.
Create the Custom Context Definition: To support order fulfillment, DRO uses permissions linked to context definitions. To accommodate specific business logic, you can create a custom context definition by extending the standard Sales Transaction Context Definition.
Create the Opportunity: To create the Opportunity on which the master Quote or Order will be based:
Create the Order Status Context Dimension: These instructions use the XStatus_PKL which has been previously created. The picklist has the following values: Draft and Activated.
Create Translation Job: This job deletes the layouts that the Install Default Vlocity Objects and Layouts job creates.
Get a Communications Cloud Trial Org: Experience Agentforce Communications with a fully-featured trial. You can choose either Agentforce Communications on Salesforce Platform or Agentforce Communications on Managed Package trial org depending on your specific implementation.
Creating a Calculation Procedure for Cost and Margin: The calculation procedure calls the associated calculation matrix to find the margin range for the product and then returns the output from the matrix to the pricing service. If a line item in the cart is outside the upper and lower bounds of the margin range, the Industries CPQ Cart reports an error to the user. For example, if you defined a margin range that cannot be lower than 5%, the Industries CPQ Cart shows an error if the range is 4% for that line item.
Creating a Change Order: When you change an order, existing assets are marked with an orange flag. You can change an order through an account's assets. You select the assets and change them to a new order. A change order is also known as a future-dated order.
Creating a Custom Product Configuration Message: Product compatibility rules, also known as product configuration rules, determine if a product combination is valid. Salesforce includes default product configuration error messages in the Opportunity Manager, Order Manager, Quote Manager, and cart. However, you can create custom messages to provide more useful information to the user.
Creating a Qualification Rule to Disable Pricing Adjustments: In some implementations, you might want to prevent users from making manual pricing adjustments. You can configure the card templates of Industries Cart to remove this capability, or you can create a context rule to not allow pricing adjustments.
Creating Context Mappings: Context mappings allow the rules engine to compare context dimensions to data stored in an sObject, calculated using a function, or entered during design time within a specified context scope. Create context mappings in Vlocity Product Console.
Creating Context Scopes: If context scopes have not been created in your environment, you must create them before defining context rules. This process is performed once as part of the initial context rule setup.
CurrentRuleObjectId Variable: In some cases, you might want to create a context rule that evaluates the entity to which it is applied. For example, you might want to create a rule that disqualifies a promotion for accounts that have already used that promotion. Or perhaps you want a rule to disqualify products when they are already in the cart line items of Industries Cart. To do this, you use a special variable called CurrentRuleObjectId, which enables your rule conditions or functions to access the current object's record Id as it iterates over them.
Custom View URIs for Object Types: When defining a layout for an object type in the Product Console, you can use predefined custom URIs to create custom views. Within the facets, each section type has an associated URI name.
Customize the Service Troubleshooting Flow Components in Communications Service Console: The Service Troubleshooting feature is built using OmniStudio components. The main Service Troubleshooting OmniScript (sfi/Troubleshooting) uses OmniScript, FlexCards, Integration Procedures, and Data Mappers throughout the troubleshooting flow. You can customize the Service Troubleshooting flow by adding or removing steps in the OmniScript or by modifying the FlexCards and Integration Procedures used as data sources. Consult the following table for detailed information on each OmniScript component used in the Service Troubleshooting flow.
Customize Flows by Using Agentforce Assets: Add, update, or remove certain steps in the out-of-the-box flow to suit your business needs. Customize the flow by using Agentforce assets.
Customize the Account and Contact Details for an Account in Communications Service Console: Customize the account and contact details that appear for an account by customizing the relevant FlexCards and their data sources. To view and modify OmniStudio content—including FlexCards and their data sources—from the designers, you must install Salesforce Industries Communications, Media, and Energy (CME).
Customize the Communications Identity Verification Flow: Identity verification guides service agents through the process of verifying a customer's personal information. The flow updates Engagement Interaction, Engagement Attendee, and Engagement Topic records based on the details of the verification, such as who participated in the call and what the call was about.
Customize the getCarts API Call Settings: You can preconfigure the price parameter and a validation flag in the getCarts API call settings within the attribute update flow, and thus bypass pricing and validations when necessary. This configuration gives you precise control to tailor the API's behavior to your workflow requirements.
Customize the Account Overview Section in Communications Service Console: The Overview section provides an overview of the services associated with an account. By default, this section shows four services. It shows services that were modified most recently. Each service is shown on a separate card.
Customize the MarginRangeLoader Interface Implementation: If you do not want to use a Vlocity calculation procedure to calculate your margin ranges, you can create a new one, name it in the pricing plan step, and build custom logic to load the margin range.
Customize the MarginValidation Interface Implementation: This interface implementation is called by the default Margin Range Loader interface implementation. You can overwrite this class to customize the margin validation.
Customize Your Communications Service Console Implementation: All the service console workflows are available on the Salesforce Platform with default configuration and functionality. Depending on your business requirements, you can customize some workflows to meet your needs.
Customizing Default Interface Implementations for Margin Ranges: You can customize the Margin Range Loader or the Margin Validation interfaces by changing the default implementations. You may want to do this to customize the names of the calculation procedures, matrices, and/or the logic used to validate the ranges. These interfaces are invoked by the Pricing Plan when the LoadMarginRanges method name is specified in a step.
Troubleshooting: Review the troubleshooting information for downloading and migrating the Industries CPQ DataPacks to Salesforce Org.
DataPacks and Data Migration with Versioning: With the introduction of product versioning, the related objects of a product are classified into two categories: cloned (version dependent) and reused (version agnostic). Both types of objects are migrated, and all versions of a product are migrated.
Default Pricing Plan in EPC: Salesforce provides a default pricing plan with nine steps. You can rearrange the steps and add new steps to provide additional logic to your pricing plan.
Define an Object Layout with Fields and Attributes in Product Designer: Use this procedure for new object types (not for the Product2 Object). An object type's layout has sections, which contain attributes and fields that you can sequence. You can modify inherited sections and create ones for child objects. For each section, you can define the number of columns (one or two) and the movement direction when the tab key is used (up-down or left-right).
Define and Validate Margin Ranges: You can define margin ranges using the pricing plan so that the cost does not exceed the price. This is optional. If you do not set up a validation process, users aren't notified when a margin range has been violated.
Define Attributes in Product Designer: A product attribute is a characteristic that defines a particular product and affects a consumer's purchase decisions. Attributes can include product characteristics such as make, color, bandwidth, and storage.
Define Basic Promotion Settings in the Product Console: When you create a promotion you must define some basic settings in the Product Console. To complete the basic promotion settings, start by creating a new promotion.
Define Costs in the Pricing Designer: Similar to the way you define a price for a product, you can define costs for a product. Adjustments and overrides do not apply to costs.
Define Multi-Site Objects: The Fall '19 and Winter '20 releases only supported the use of Service Point objects for Multi-Site locations. The Fall '20 release supports Service Point, Premises, Subscriber, and Service Account objects out of the box. You can configure additional objects.
Defining Cost and Margins: Follow these basic required steps to define cost and margin ranges. Each step provides more information about enabling, configuring, and using this feature.
Delete a Line Item From the Cart: Delete line items from the Cart. You can remove products from the Cart without having to detach the promotions applied to these products first in Spring '22 and later. Promotions’ eligibility is evaluated after the product is removed. The promotion is removed or kept based on the evaluation results
Delete Expired API Cache: This will clear expired cached API records created earlier than today.
Delete Manual Adjustments and Overrides in the Cart: You can delete any manual adjustment to or override of a price in the cart. You cannot delete an adjustment or override made to a price as a result of a context rule or a promotion.
Delete Manual Adjustments and Overrides in the Cart in LWC: You can delete any manual adjustment or override for a price in the cart. You cannot delete an adjustment or override made to a price as a result of a context rule or a promotion.
Delete or Disconnect Line Item from Cart Flow: Use this flow to delete a line item from a quote or an order based on specified inputs. Also, the flow disconnects an existing asset item from a quote or an order. For example, a sales rep can use this action to discontinue the internet package service for a customer.
Delete Pseudo Records: This job cleans the pseudo records (accounts and orders) created and used internally by the Digital Commerce APIs.
Deploy Industries CPQ: Learn how to deploy Industries CPQ for Communications, Media, or Energy & Utilities cloud.
Deploy Industries CPQ in LWC for Winter '22: To use the LWC interface for Industries CPQ, you must migrate the Industries CPQ datapacks, a process that converts the resources to FlexCards. Also turn off the level-based cart refresh (LevelBasedApproach) and make the Industries CPQ app visible.
Deploy Industries CPQ in LWC with Managed Package Omnistudio: This section applies to customers deploying Managed Package runtime components, regardless of whether they have an Omnistudio license. For these customers, the runtime components are added to a custom object. It also applies to customers who have an Omnistudio license and are using the standard runtime CPQ; in this case, the components are added to a standard object.
Design Promotions in Revenue Cloud for Communications: Design promotions for simple products, bundles, and product categories to acquire new customers or engage existing customers. Define the promotion type, start and end dates, eligibility criteria, and the channels where the promotion applies. For a term-based promotion, set the number of terms for the benefit period and a commitment period.
Design Time Considerations for CME Managed Package and RC Coexistence: Design time covers all configuration tasks that an admin, product designer, pricing designer, or fulfillment designer completes before end users interact with the system. This includes designing products, pricing, promotions, catalogs, offers, fulfillment, and so on. The CME product Lightning page is assigned to CME MP apps (Product Designer, Industries CPQ, and Pricing Designer), and the RC product page to RC apps (Product Catalog Management, Price Management, RC).
Communications Cloud Developer Learning Journey: This learning journey is for customers in a technical role who focus on the Communications industry. The journey will guide you through the Salesforce Industries product training courses and certifications you need to prepare you to work on a Communications Cloud implementation project.
Discover and Set Up Revenue Cloud for Communications Features with Salesforce Go: Salesforce Go simplifies set up by providing an intuitive, streamlined platform to configure and deploy Revenue Cloud for Communications features quickly and efficiently. You can leverage Salesforce Go features and feature sets to configure and deploy your offerings with precision and scale.
Display Tabs in Product Designer: If the Catalogs, Products, Projects, and other tabs don't appear in Product Designer after installation, you'll need to add the tabs.
DocGenInd Design All: Allows users to create and edit document templates. For example, you can configure document clauses and templates.
DocGenInd Runtime All: Allows users to generate documents. For example, you can create and generate proposal documents.
Download and Deploy Static Resource Files: To seamlessly use preconfigured flows in Communications, Media, and Energy & Utilities managed package, you’ve to download the static resource files and deploy the flow components to your target org by using IDX Workbench.
Download the Attribute/Volume Based Pricing DataPack: The Fall '18 release includes an attribute schema change. Customers who implemented attribute-based pricing in an earlier release must install the latest version to obtain the latest Apex classes that support the new attribute schema. The updated classes are backward-compatible, so they can be used in deployments that have not migrated yet to the new schema as well as in deployments that have completed the migration.
CME - DRO Change of Plan: In a Change of Plan (COP) order, the system manages both the replaced asset and the new replacement product within a single order. This unified process ensures an easy transition between old and new offers.
DRO & Legacy OM Co-Existence: Show that orders fulfilled by DRO and a legacy OM+ system create a unified but distinguishable asset view for a single customer.
CME - DRO Move Order: Move orders synchronize the de-provisioning of equipment at an old location with its re-installation to a new one, ensuring the transfer of the location-dependent services. The system distinguishes the "Move" actions from standard adds or cancels, helps operators to trigger specialized fulfillment logic for relocated assets.
Due Date Predictions for Prospective Orders with Einstein Discovery: Increase customer satisfaction and ensure a timely service by predicting the due dates of prospective order line items related to individual quote line items during quote creation. Sales managers and customer service agents can efficiently manage orders and answer customer queries about due dates based on the predictions.
Editing $root.settings and $root.vlocityCPQ.features Variables: In Winter '18, the UI settings for Industries CPQ have been moved from rootScope to a service. If you have custom templates that use $root.settings or $root.vlocityCPQ.features variables, you must some base files.
Editing Field Mappings: You can go to the Field Mapper and select the field mappings you want to edit for the objects involved.
Edit or Delete an Adjustment or Override: When an adjustment is deleted, it doesn’t delete the promotion because other products may be tied to it. Deleting the promotion adjustment or override entry doesn’t delete the promotion.
Effectivity Date Ranges for Price List Entries: The Effective From and Effective Until date and time are set in a price list entry for a charge, adjustment, or override. These fields define a specific range of dates that the price list entry is available for use. If you create multiple effectivity ranges, you can assign multiple base prices in the same price list to a product.
Enable Actionable Relationship Center in Communications Service Console: Use Actionable Relationship Center (ARC) to view the relationships of your customers in an easy-to-navigate graph. ARC helps you understand the relationships among people and businesses by presenting them in interactive components. With ARC, you can easily visualize your customer's details such as assets, contacts, service accounts, and billing account.
Enable and Configure Grid View in Enterprise Sales Management (Managed Package): Configure the spreadsheetViewerConfig session variable as per your use case. Define the maximum number of line items that your sales rep can select on the Summary tab, the size of the data fetched in chunks, and the columns that appear in the grid.
Enable and Set Up Projects for Product Designer: The Project feature tracks any changes that administrators make to EPC artifacts in the Product Designer. To use Projects, you must enable and configure the feature, access, and record type.
Enable Communications Service Console: To access the Communications Service Console features, you must enable Service Console. The Service Console equips you with connected and intelligent service experiences by delivering an integrated suite of service innovations.
Enable Custom Settings: There are several custom settings that Order Management can't enable during an upgrade. You must enable these settings yourself.
Enable CME - DRO Interoperability: This configuration activates the Dynamic Revenue Orchestrator (DRO) and Inflight features for managing complex order fulfillment and mid-stream changes. It grants necessary user permissions for designing and applying workflows while enabling CME DRO Interop.
Enable Einstein for Communications: Enable Einstein for Communications to get access to powerful generative AI features across Communications Cloud. A predefined prompt template determines the context for information generation.
Enable Loyalty Pricing: Customers can define loyalty credits as a form of payment for products. Loyalty credits enable customers to use points or other customer loyalty awards to purchase products.
Enable Rapid Attribute Configuration for Industries CPQ Cart in LWC: The rapid attribute configuration feature reduces the number of API calls when assigning attributes to products in the cart. With this feature, you can update multiple attributes and when you're done, run repricing and validation API calls by clicking Update Cart.
Enable Real-Time Churn Prediction: To get the latest churn score after each customer interaction, enable Real-Time Churn Prediction.
Enable the CPQ Cache: The CPQ cache comes enabled as part of the managed package. However, if you need to enable the CPQ cache, you first create the CPQ cache partition.
Enable the Enhanced CPQ Cart with Lightning Web Components (LWC): The enhanced Lightning Web Components (LWC) interface offers improved usability and performance for Industries Configure, Price, and Quote (CPQ). The current Industries CPQ interface built with Flexcards has limitations, especially with complex product bundles. To ensure a reliable user experience and address these performance issues for complex product bundles, enable the enhanced CPQ Cart with LWC.
Enable the Industries CPQ Cart in Experience Cloud: Starting in Winter '23, you can add the Industries CPQ in LWC Cart to your sites in Experience Cloud. Users accessing your sites can then create quotes or orders using products from a selected price list.
Enable Versioning in EPC: To use the versioning feature in Product Designer and CPQ, you must update the product data and enable the feature.
Enabling Compatibility Using the Cart Customizable Attribute Level Setting: In Salesforce Industries Communications, Media, and Energy Summer '17, the Industries Cart UI introduces an enhancement that changes how the Industries Cart determines which attributes are configurable in the cart. However, to enable customers to choose when to switch to the new behavior, the Cart Customizable Attribute Level custom setting is provided to enable compatibility with prior releases.
Enabling Cost and Margin: You can enable the cost and margin feature using the Vlocity CMT Administration Console. When you enable this feature, it creates metadata to define the cost and margin. A special variable related to cost and margins is enabled. You can view and use costs in Industries Cart. When you disable this feature, any quotes, opportunities, or orders using costs become invalid. Salesforce recommends that you do not disable this feature after you have enabled it.
Enabling the AllTriggers Custom Setting: To use Salesforce Industries Communications, Media, and Energy, the AllTriggers custom setting must be set to on. These triggers generate global keys.
Enabling the Party Model Trigger: The Party.EnablePartyModel trigger controls party creation and plays a role in creating communities. This trigger is not enabled by default. If you plan to use the party relationship and the relationship graph features, you must enable the Party.EnablePartyModel trigger when you install or upgrade Salesforce Industries Communications, Media, and Energy.
Encrypted and Not Assetizable Attributes: In the Product Designer, you can flag attributes for technical products as not assetizable and encrypted. After these attribute metadata flags have been set on an object type and inherited by a product, you must create decomposition rules to map the attributes to the downstream fulfillment requests, which are the basis for the technical inventory.
Encrypted and Not Assetizable Attributes: In Fall '18 and later, attributes for technical products can be set as not assetizable (to identify temporary data) and encrypted (to protect personally identifiable information or similar data).
Enhanced Deep Clone for Read-Only JavaScript Objects (Managed Package): The enhancedDeepClone() utility function efficiently creates a modifiable deep copy of read-only JavaScript objects in Lightning web components (LWCs). This function replaces the older, less efficient deepClone() method, and is recommended for all new customizations to enable data modification.
Enterprise Product Catalog (EPC): Salesforce' s Enterprise Product Catalog (EPC) enables you to introduce and effectively manage a portfolio of products that are relevant to customers, released at the most opportune time, and at a low cost. EPC helps you manage the end-to-end processes and product data relevant to the product development, product launch, and in-life product management activities of your organization.
Entity Filters: Each rule may have an entity filter, which filters out the orders on which to run, and a rule action, which defines what the rule does. Therefore, entity filters are also called rule action filters or rule filters. Rules use entity filters to determine which items in an order are subject to the rule action. Rules can contain one filter or many filters, depending on the business logic that the rule implements. Filters are reusable. For example, as part of a promotion, you might create a filter to identify premises where the service activation date is 45 days or less. After a filter is created, it's available for use in any rule that requires it.
EPC Best Practices for Product Object Types: Salesforce recommends creating a base object type for each layer of your SID model (Offer Specs, Product Specs, Service Specs and Resources Specs) during initial setup. These are essentially your product catalog’s “primordial objects” from which all other products descend.
EPC Fix Compiled Attribute Override: This job corrects attribute record IDs after data migration when product attribute overrides are present on promotions. This job regenerates the JSONAttribute field on CompiledAttributeOverride records for attribute overrides (for products that have attribute overrides, this job regenerates all the JSONAttributes for those overrides).
Generate Compile Data: The Generate EPC Compile Data job caches the product information, such as product structure, cardinality, rules, attributes, and pricing. Compiled Data is a snapshot of the cacheable definitions as of when the job was invoked.
Generate Compile Matrix Data: Generate Compile Matrix Data job is an asynchronous batch job that populates compiled matrix data for the core attribute-based pricing setup.
Product Catalog Naming Conventions: When you create catalog entities, using naming conventions for each type of entity makes the codes consistent. Sales agents and product modelers alike can more easily and quickly identity that they use the right type of entity.
EPC Product Attribute JSON: This job regenerates the JSON Attribute fields for products managed through Vlocity Product Console. For products that are managed in Product Console, you can run this batch job in case the JSONAttribute gets out-of-sync with the attributes that are assigned to the product.
EPC Project Item Upgrade Job: This job populates the Root Item Id and Global Key fields of EPC Project item records if they are blank.
EPC Project Management: You can manage the lifecycle status of EPC Projects, move changes among EPC Projects, review the changes in a Project, remove changes from a Project, change Project owners, and remove projects.
EPC Update Attribute Configurable Batch Job: This job sets the IsConfigurable__c for products with attributes created prior to the use of the Product Console. For products that were created in legacy Salesforce Aloha page through the Attributes Setup component, the IsConfigurable__c flag was used differently than it is in Product Console.
Evaluation Rules Overview: Evaluation context rules are used exclusively with promotions and evaluate the customer's eligibility for a promotion after the promotion has been added to the cart. By contrast, qualification context rules determine eligibility before it is added to the cart.
Examples of LWC Customizations for Industries CPQ: One important component of Industries CPQ in LWC is the Cart component which displays all the items in the cart. By default, the Cart shows the Name, Product Version, Quantity, Prices and Menu actions for each product or line items.
Export a Product Version Report: You can create a PDF report that lists all the related objects for a specific version of a product specification or offer. The newer version clones or inherits these related objects. Use this report to review and approve changes for new versions.
Expression Modes and Custom Expressions: When a rule set contains more than one child context rule, you must use the expression mode to specify how the rules engine combines the child rules into a logical expression.
Extend addProductToCartPostHookfrom Lightning Web Components (Managed Package): In Enterprise Sales Management, when you add a child product to the working cart, the working cart Lightning web component doesn’t refresh. To automatically refresh the working cart Lightning web component, you must extend addProductToCartPostHook by extending the b2bSampleApp and b2bOfferConfig components.
Extend Existing Context Definitions: You can add new mappings or include extra fields in existing ones. Make sure that no new attribute or mapping begins with the CME prefix. Include more parameters, which can create more granular decomposition and orchestration rules.
Extend updateLineItemPostHook from Lightning Web Components (Managed Package): In Enterprise Sales Management, when you update the attributes in the working cart, the working cart Lightning web component doesn’t refresh. To automatically refresh the working cart Lightning web componen, you must extend updateLineItemPostHook by extending the b2bSampleApp and b2bOfferConfig components.
Facets for Items in the Product Console: When you find or add a new item, such as a product, attribute, or rule, the page for that item appears, and various facets, such as General Properties, Pricing, or Context Rules, are displayed on the left side as shown in the following example.
Failure Messages: When creating context rules, you can create failure messages for the following entities: rule sets, context rules, and rule conditions.
Customize Factors for the Churn Model: You can use fields from your data model as churn factors by updating the preconfigured recipes and the model.
Field Maps Maintenance: This job creates or restores default Field Mapper settings that the CPQ flow uses to map fields between objects. This job is critical for obtaining the latest field mappings for new fields.
Fields for Asset-Based Orders: The following table lists the details required for asset-based orders. The fields listed below exist on the Asset sObject.
Fix Product Attribute JSON: This job Regenerates the JSONAttribute fields for products managed through the Salesforce Classic interface, instead of Vlocity Product Console.
Flow Management in Industries CPQ: Flows define sequential processing of rules, logic, and custom processing that can be initiated by an interface implementation, specify calls to Apex, and can access any service.
Flows for Cart Operations with Agentforce: Communications, Media, and Energy & Utilities managed package provides preconfigured flows to capture quotes and orders by using Agentforce. Seamlessly integrate CPQ Cart APIs to simplify the quoting and ordering process for sales representatives. Admins and developers can directly invoke flows in Agentforce Builder, without the need for extensive coding knowledge. This enables faster deployment of conversational AI workflows.
Flows in Communications, Media, and Energy & Utilities Managed Package: Communications, Media, and Energy & Utilities managed package provides preconfigured flows to capture quotes and orders. Admins and developers can directly invoke Industries CPQ invocable actions in a flow. These flows can be used to retrieve offers for an asset, replace offers in a cart, and delete or disconnect a cart item.
Gain Deeper Insights into Service Level Objective Using Agentforce: When customers contact you about service degradation, use Agentforce to get service level objective (SLO) insights from Data 360. For example, when usage data indicates that SLO thresholds are exceeded, Agentforce analyzes the specific times and frequency of these breaches. It calculates the number of intervals where the asset was non-compliant and the percentage of time the asset’s performance didn’t meet the SLO.
Generate Compile Data Job Failures: Identify and resolve common Generate Compile Data job failures caused by data issues such as JSON parsing errors, null rule fields, and missing Price Book Entry records.
Generate Global Keys: This job creates any missing global keys and assigns them to the correct records.
Generate the Rule Library for DRO Integration: The Rule Library provides the execution framework for DRO. By linking fulfillment conditions to a specific Usage Type, you make sure that the system correctly evaluates both standard and custom Sales Transactions.
Get Offers for Asset Flow: Use this flow to get a list of offers that are eligible for an asset based on specified inputs. This flow invokes Get Offers for Asset invocable actions to retrieve available upgrade or replacement offers for an existing asset in a cart, quote, or an order. For example, a sales rep can use this flow to replace one offer at a time on a broadband plan. This flow retrieves a list of offers for a customer who wants to know all the offers available to replace.
Get Quote Groups Invocable Action: Use this action to retrieve all groups associated with a specific quote. For example, you can fetch all quote groups to apply customized service-level agreements across different business units.
Get Quote Members Invocable Action: Use this action to get all quote members associated with a given quote. For example, you can retrieve all member data to calculate volume-based discounts across a specific enterprise quote.
Get Started with Communications Cloud: Explore a trial org, learn about Communications Cloud features, what setup is recommended, explore learning journeys, and how to get ready for your implementation.
Get Started with Agentforce for Communications Billing Resolution: Enhance the efficiency and accuracy of your service reps in addressing customer inquiries by integrating the AI-powered assistive and autonomous capabilities of Agentforce into your Communications Service Console.
Get Started with Agentforce for Quote Recipients Grouping: Communications Cloud provides a standard Group Quote Recipients subagent in Agentforce. This enables sales reps to use digital labor to create recipient groups using Agentforce.
Get Started with Agentforce for Service Level Objective Insights: Communications Cloud provides a standard Service Level Objective Insights for Asset subagent in Agentforce. This enables service reps to rely on digital labor to get service level objective insights obtained from Data 360 for service degradation.
Get Started with Communications Service Console: Enhance your Communications Service Console to support the Communications Cloud customers who use the SMB Fiber solution. The enhanced console integrates with some Asset Service Lifecycle Management features.
Get Started with Data 360 for Communications Cloud: Unify, transform, and analyze your communications data by setting up Data 360 for Communications Cloud. Data 360 for Communications Cloud helps communication service providers (CSPs) leverage their data to deliver personalized customer experiences, streamline operations, and drive business growth. By integrating these two platforms, businesses can achieve a more streamlined and efficient communication strategy. You can ingest data from different sources into Data 360 by using data model objects and enable real-time data streaming, efficient monitoring, and comprehensive reporting. This ensures high-quality communications data and operational efficiency.
Get Started with Permission Set Licenses: Whether you're a new customer or an existing customer, use these workflows to get started with permission sets and permission set licenses.
GetCartItems Trim Mode: Root-Level Fields Configuration: A dedicated field set restores 14 root level fields on each line item in the GetCartItems API response. This implementation gives API integrations the performance benefits of Trim mode without losing the standard field shape.
Group Quote Recipients Subagent: The Group Quote Recipients subagent helps sales reps to create or update recipient groups. This subagent provides suggestions to group locations, create groups, or update groups based on the specified inputs. For example, a sales rep at Global Corp received a request from the customer to add the same internet package to multiple locations. The sales rep then uses the action associated with this subagent to create a group for those locations.
Guidelines for Adapting References to RootItemId__c and ParentItemId__c: If the checks described in the previous section identify areas that need modification, then you need to adjust the custom code. The specific cases that need adjusting are those in which the values taken from the RootItemId__c and ParentItemd__c fields are treated as Salesforce IDs. If the values are treated strictly as strings and never compared to any other Salesforce ID value, then the code may still execute without modification.
GUIDs Performance: Salesforce made GUID performance enhancements to meet demand from customers for higher throughput for some key transaction types. The GUID performance feature is an optional performance enhancement feature.
GUIDs Performance - Inspect and Modify Custom Code: You can inspect and adapt custom Apex code to handle the new values present in the ParentItemId__c and RootItemId__c fields of the Asset, OrderItem, OpportunityLineItem, and QuoteLineItem SObjects.
GUIDs Performance in Industries CPQ: The GUID performance feature is an optional performance enhancement. When enabled, the feature eliminates an expensive write operation from many common customer transactions, such as add-to-cart.
GUIDs Performance with Data Migration: You can use the GUIDs Performance feature for converting affected records in the interest of obtaining maximum performance benefit. This allows you to maximize the performance of certain operations when they interact with the affected records.
Handle Cost Components in Assets: When you retrieve Assets to present to an Energy customer, typically for tariff details, it's a best practice to ensure that parent Assets and cost components nest properly.
Handling Custom Events and Creating Modals in LWC: This topic explains how to handle custom events in Salesforce Lightning Web Components (LWC) and create modals that are triggered by these events. You'll learn how to write LWC code to listen for events, trigger actions, and display modals in response to those events.
Header Rule: To configure which rule is executed first when you have multiple children rules in a rule set, you can specify one of the rules as the header rule. If the header rule does not pass, processing stops on the entire rule set. Using header rules enables you to optimize rule set evaluation.
Hide Tabs in Product Designer: The String Translation tab shouldn't appear in the Vlocity Product Designer. If you see the String Translation tab, you need to hide the tab.
How the Enhanced Compile Data Caching Mode Works: Enhanced mode uses modular, chunked steps to process complex data like pricing and hierarchies without resource constraints. By isolating tasks that use ID-based bookmarking, it efficiently manages high-volume catalogs while staying within system limits.
Implement Deep Cloning by Using Invocable Action: Use invocable actions to implement deep cloning of quotes and orders. The clone record invocable Apex class contains the core logic. Large JSON inputs in cloning configurations can exceed Agentforce character limits. Therefore, use this recommended implementation path.
Include the Project UI Components: If you have not completed these steps, then include the Project UI components in the Vlocity Product Designer :
Include the Project UI Components: If you have not completed these steps, then include the Project UI components in the Product Designer:
Incorporate Multirecipient Functionality in the Assetize Order Flow: Salesforce provides the pre-built Assetize Order flow to streamline the conversion of orders into assets. To create service accounts from OrderItemRecipient in Revenue Cloud for Communications, add Create Service Accounts for Order (createOrderServiceAccount) invocable action as a step.
Communications, Media, and Energy & Utilities (CME) Major Release Summary: This topic lists the release information for the latest Communications, Media, and Energy & Utilities (CME) managed package. Before installing the current CME managed package, see the installation instructions and make sure you follow the installation path. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Industries Configure, Price, Quote (CPQ): Industries CPQ simplifies complex sales processes by ensuring accurate quotes and efficient order capture. It's available in both Angular and Lightning Web Components (LWC) versions, with the enahnced LWC CPQ offering enhanced performance and usability.
Industries CPQ and Versioning: When versioning is enabled, Industries CPQ supports versioned products and shows the valid version. It builds product structures based on products' lifecycle status, their versioning dates, and the reference dates for orders, opportunities, and quotes.
Industries CPQ for Energy & Utilities Cloud: Industries CPQ provides many benefits for energy and utility companies, mostly regarding pricing. Whether you are a retail energy company or a regulated utility, and whether your customer is a homeowner or a business with many office locations, CPQ lets you give the customer a calculated estimate up front, before they sign up. In a regulated market, this depends partly on their geographic locations.
Industries CPQ Key Features: Industries CPQ boosts Salesforce’s Opportunity, Order, and Quote processing with specialized features that guarantee accuracy and efficiency. By streamlining workflows and automating complex tasks, it significantly enhances the productivity of sales teams.
Industries Order Pricing Flow: Get the list prices for the products. Apply any special pricing that exists for the customer. Determine the final price by applying relevant promotional, product-specific, geographic, bundle, or manual discounts. Calculate and apply the tax, and then save the final pricing to the order.
Industry Standards APIs for Communications Cloud: Integrate Salesforce Industries applications with other external systems to realize end-to-end business processes with the TM Forum APIs and integration assets that are deployed on MuleSoft.
Linear Relationships Between Products: A Linear Relationship is a product modeling pattern designed for complex Enterprise Products. It provides an alternative to traditional hierarchical modeling, streamlining the process and reducing the complexities often found in hierarchical structures.
Inheritance Within the Object Type Hierarchy: A product object type is a reusable entity that has a common set of fields, attributes, and layouts for all the linked products. Vlocity object types are designed with an inheritance type architecture where a child object type inherits the layout of the parent product, along with all the associated fields and attributes.
Install DataPack for Product Report: This section applies to customers who are using OmniStudio for Vlocity from the CME package or OmniStudio Standard with Managed package runtime turned on and Omnistudio Metadata API turned off.
Install IDX: To deploy the Industries CPQ in LWC, you must first install and configure IDX Workbench for a new repository.
Install IDX Workbench: To deploy the Industries CPQ in LWC, you must first install and configure IDX Workbench for a new repository.
Install IDX Workbench: To deploy the Industries CPQ in LWC, you must first install and configure IDX Workbench for a new repository.
Install the Churn Prediction Einstein Discovery Templates: By using the churn-prediction app templates, you can sync external communications data and then consume the data to generate training or scoring datasets and predict churn.
Install the Installation Assistant Package: The Vlocity Installation Assistant is included in the package that you must install. If you are upgrading Salesforce Industries Communications, Media, and Energy, then from Setup > Quick Find > Installed packages, uninstall any version of the Vlocity Installation Assistant that is not exactly the same version of the Assistant you plan to use. Then, install the version you plan to use. If the installed version matches the version you want to use, then do not uninstall or reinstall the Assistant.
Install the Tableau Next App: Install the Tableau Next app Communications Sales Insights. You can then display Communications Sales Insights dashboards in your org.
Installation Guide for Salesforce Industries Communications, Media, and Energy: This guide includes instructions for preparing to install and installing Salesforce Industries Communications, Media, and Energy (CME) in your org. It includes post-installation steps for CME, Contract Lifecycle Management, and Order Management.
Installing Cards, Templates, and OmniScripts: Salesforce recommends that you install all base cards, templates, and OmniScripts that are in your org. There’s no negative impact on your environment, and if you plan to use these other products in the future, you have access to them automatically.
Installing the Base CPQ Templates: After you install or upgrade Salesforce Industries Communications, Media, and Energy, you must install the Base Cards and the CPQ Base Templates.
Intelligent Chunking Mechanism During Backend Processing: Intelligent chunking replaces risky, monolithic transactions with a "divide and conquer" strategy. By shifting heavy operations to the processing phase, the system segments data to prevent memory bloat and timeouts. Real-time bookmarking facilitates parallel processing and to track and identify their assigned data chunks for each execute processes.
Interface Implementation Maintenance (Restore): This Maintenance job restores the default set of Vlocity Communications interfaces and implementations, returning the system to the default operational state.
Internal and External Data for Due Date Predictions: Sync the necessary features from specific objects. Prepare the external Quote Line Item features that are used by the Einstein Discovery model to generate predictions, import the features into CRM Analytics, and then sync them.
Add Product to Cart Invocable Action: Use this action to add a product as either a quote line item to a quote or an order product to an order in the cart. For example, a sales rep can use this action to add 10 units of fiber broadband to a quote to fulfill a customer's request.
Adjust Line Item of Quote or Order Invocable Action: Use this action to adjust a line item of a quote or an order such as applying a discount. For example, a sales rep can use this action to apply a discount to the broadband line item for a customer during the negotiation stage.
Apply Promotions to Cart Invocable Action: Use this action to apply promotions to a cart based on specified inputs. For example, a sales rep can use this action to apply the promotions applicable to internet packages to a customer.
Create Order or Quote Invocable Action: Use this action to create either a quote or an order based on specified inputs. For example, a sales reps can use this action to create a quote or an order for a customer.
Delete Line Items from Cart Invocable Action: Use this action to delete a line item from a quote or an order based on specified inputs. Also, this action disconnects an existing asset item from a quote or an order. For example, a sales rep can use this action to discontinue the internet package service for a customer.
Get Assets of an Account Invocable Action: Use this action to get a list of assets that are associated with an account based on specified inputs. For example, your current customer wants to upgrade their Dedicated Internet Line - 1 Gbps to 2 Gbps, and change their VoIP calling plan. As a sales rep, you want to identify the specific internet line and VoIP service asset. With this action, you can get a list of assets that are available for a particular account.
Get Line Items of Order or Quote Invocable Action: Use this action to get the line item details such as price and discount for a quote or an order, retrieve cart details, and display the content for review. For example, a sales rep can use this action to retrieve the details of an order or a quote for a customer.
Get Offers for Asset Invocable Action: Use this action to get a list of offers for an asset in a cart. Offers are modeled as products in Salesforce. For example, a sales rep can use this action to get a list of offers for customer who wants to know all the offers available for replacing one offer at a time on a broadband plan.
Get Offers for a Party Invocable Action: Use this action to get a list of offers for a party based on the party’s context and search criteria. Offers are modeled as products in Salesforce. By default, if the price list isn't assigned, then you must provide the priceListId. For example, a sales rep can use this action to retrieve internet packages for a customer based on the size of the customer's business.
Get Promotions for Cart Invocable Action: Use this action to get a list of promotions that are eligible for a quote or an order in a cart based on specified inputs. For example, a sales rep can use this action to retrieve all the promotions applicable for internet packages for a customer.
Replace Offer in Cart Invocable Action: Use this action to replace an existing offer in a cart containing a single valid offer with a corresponding single offer. The existing offer is disconnected and a new offer is added to the cart. Offers are modeled as products in Salesforce. For example, your existing customer wants to upgrade their limited phone plan to a new plan with unlimited data, text, and talk. As a sales rep, you want to ensure that their existing phone service isn't interrupted and their phone number remains the same. With this action, you can move this customer to an unlimited plan, guaranteeing the continuity of service and retaining the same mobile number and email address.
Submit Order Invocable Action: Use this action to activate a draft order or quote and creates assets for each order product or quote line item. For example, your customer wants to purchase a broadband plan or request changes to the existing broadband plan, then after adding the request to the cart, a sales rep can submit the final cart to finalize an order or a quote.
Update Order or Quote Line Item Invocable Action: Use this action to update fields for either quote line item or order product. For example, a sales rep can use this action to change the quantity of fiber broadband for your customer.
Update Order or Quote Line Item Attribute Invocable Action: Use this action to update an attribute of either quote line item or order product, and configure product bundles or specialized attributes, such as speed, device color, feature, etc. For example, you’ve a customer with an enterprise fiber product and wants to set the bandwidth to 500 Mbps. Then, a sales rep can use this action to update the bandwidth limit.
Invocable Actions for Cart Operations with Agentforce: Use invocable actions to capture quotes and orders by using Agentforce for cart operations. Seamlessly integrate CPQ Cart APIs to simplify the quoting and ordering process for sales representatives. Admins and developers can directly invoke Industries CPQ invocable actions in Agentforce Builder, without the need for extensive coding knowledge. This enables faster deployment of conversational AI workflows.
Invocable Actions for Enterprise Quoting with Agentforce: Use preconfigured invocable actions like Create Enterprise Quote and Add Offer Configuration to build custom agent actions. By simplifying multi-location grouping and deal duplication, you can accelerate sales cycles while maintaining strategic control.
Invoke CPQ Invocable Methods by Using Agentforce Actions: To use the Industries CPQ Apex invocable method as an agent action, add specific instructions to invoke the agent action associated with the invocable method. When you call invocable methods as Agentforce actions, Agentforce can interact with CPQ data and perform actions in CPQ. These actions can use CPQ invocable methods to create and update CPQ objects, such as quotes, products, and line items.
Invoke Industries CPQ Invocable Methods in a Flow: To use the Industries CPQ Apex invocable action in a flow, add them using the Action element. You can invoke the invocable actions in an Autolaunched flow to provide outcomes and also use the outcomes with a subsequent element in the flow.
Invoke Flows by Using Agentforce Actions: To use the Industries CPQ flows as an agent action, add specific instructions to invoke the agent action associated with the flows. When you call flows as Agentforce actions, Agentforce can interact with CPQ data and perform actions in CPQ. These actions can use CPQ flows to retrieve offers for an asset, replace offers in a cart, and delete or disconnect a cart item.
Invoke the Repricing API: You can use the Repricing API to reprice all lines or to reprice specific items for orders, quotes, and opportunities.
Invoke the Repricing Batch Processor: The repricing API works with assets and orderItems. You can replace a batch job with customer requirements based on how you want to reprice. For example, you may want to restrict repricing only for certain Accounts, Orders, Quotes, Opportunities, or lineItems based on certain conditions, such as repriced orders only created during 1st JAN 2018 to 10th JAN 2018.
Invoke the Scheduler: Set filters to determine the assets that you want to disconnect. The scheduler then filters the assets asynchronously using the Async Engine Framework and disconnects the assets that meet the criteria.
JSONAttribute v2 Schema Upgrade Considerations: The upgraded attribute schema provides multiple performance and storage enhancements. For example, the new schema extracts values from the vlocity_cmt__JSONAttribute__c field into separate fields: Metadata components, default runtime values, and metadata changes.
Know Your Approver: In Industries CPQ (Configure, Price, Quote), the person who approves discount submissions depends on the approval process setup in your organization. Different criteria, like discount percentage, product type, or deal size, can affect who the approver is.
Launch Actions in Communications Service Console: Complete your work quickly and easily by launching actions using the Action Launcher component on the Account 360 page. After you verify the identity of a customer in the Communications Service Console, click the search field in the component to see a list of actions.
Layout Inheritance within the Object Type Hierarchy: Similar to Salesforce page layouts, object type layouts allow you to control the layout and organization of an object type’s attributes and fields. New objects subtypes and products inherit the layout from the object that they're associated with.
Learn About Communications Cloud: Explore the major features of Communications Cloud, learn how to implement it for your telecom business. Communications Cloud extends the omnichannel capabilities of Salesforce by providing applications, features, and components to help your company to improve sales and provide excellent customer service.
Learn About Enhanced Caching Mode for Compiled Cart Data: As product portfolios expand, standard caching can hit system limits when processing massive datasets. A resilient, fail-safe mechanism that correctly compiles pricing and configuration updates and guarantees uninterrupted availability.
Learn About Enterprise Product Catalog (EPC): Learn about the different interfaces for the product catalog, product creation in Energy & Utilities, and support for the TM Forum Framework.
Licenses Required for Cart Operations with Agentforce: Use invocable actions and flows in Communications, Media, and Energy & Utilities managed package to increase seller efficiency and speed up sales with automated quoting and ordering. Create quotes and orders effortlessly, and save time with prebuilt, AI-powered automations that eliminate the need for complex custom coding.
Licenses Required for Enterprise Quoting with Agentforce: To implement Enterprise Sales Management with Agentforce and use the prebuilt invocable actions, you must ensure your organization meets specific licensing and platform requirements.
Licenses Required for Using Communications Service Console: Use the Communications Service Console to enhance the efficiency and effectiveness of sales and customer support representatives within the communications industry such as billing dispute management, customer management process, and so on.
Lifecycle Status for Objects, Products, Projects, and Picklists: The Lifecycle Status field is available for objects, product specifications, product offers, picklists, and EPC projects. Using the lifecycle status allows you to manage changes to picklist values over time in a controlled way.
Limitations for the CME MP and RC Coexistence: Running CME MP and RC on a shared org introduces limitations around account-level assetization, managed-package triggers, and platform behaviors. Behaviors such as global search and platform events are inherently org-wide and cannot be scoped per application. Most limitations carry no functional impact today; interim guidance and workarounds are provided where available, considering the remaining items for future validation.
Key Terms in Linear Relationships: Review the key terms, objects, and concepts for linear relationships in Revenue Cloud for Communications.
Linear Relationships in Revenue Cloud for Communications: Model functional dependencies between products without locking them into a rigid parent-child bundle. A linear relationship keeps two products linked across quotes, orders, and assets while each product keeps its own price, term, and lifecycle. A Relies On rule defines that a source product relies on a related product. For example, a VoIP service relies on internet access.
Link a Product Manually: Link a source product to its related product on a quote or an order so that the dependency is satisfied.
Link Line Items to Service Points: You can link a line item in the Industries CPQ Cart to a service point so you can configure that service point individually. A service point is defined as a service that is available at a physical location. This is an optional step. You must enable cost and margin to link line items to service points.
Load API Metadata: This populates the Vlocity API Metadata table as part of Digital Commerce Cache Management.
Load Default Fields Configurations: This job loads out of box object and field configurations for multilanguage support. However, this job does not remove any data you added.
Loyalty Pricing for Industries CPQ: Customers can define loyalty credits as a form of payment for products. Loyalty credits enable customers to use points or other customer loyalty awards to purchase products.
Maintain Asset Price during MACD Operations: Keep the price of existing assets fixed when they're converted to order line items. Prevent automatic or external repricing during Modify, Add, Change, and Delete (MACD) operations on the order. Make asset pricing more reliable and consistent by improving the accuracy of total calculations and ensuring compatibility with external pricing engines such as Attribute-Based Pricing (ABP).
Maintain the Prices of Assets by Disabling Repricing: In Winter '22 and later releases, you can disable the repricing of assets to maintain the existing prices of assets. When you disable repricing, the prices of assets are maintained based on the prices defined in the product catalog. This setting also ensures that the eligibility of promotions attached to the assets is not re-evaluated. This allows you to continue using expired or disqualified promotions for such assets.
Manage Advanced Stackability for Promotions: Apply the promotions that a customer is eligible for on a quote or an order, and review which promotions applied and in what order.
Manage Anonymous Consumer Journeys by Using Consumer Sales Business APIs: To offer a seamless and consistent customer management experience for business-to-consumer (B2C) engagements, integrate Consumer Sales with Revenue Cloud for Communications. This integration helps for effective management of cart-based journeys for residential and small business unauthenticated end users that have an integration user profile.
Manage Coupon-Based Promotions: Enter a valid coupon code to apply a coupon-based promotion to a quote or an order. A coupon-based promotion can apply to either a simple or a term-based promotion.
Upgrade Existing Object Types for use in Product Designer: If an existing product created in Vlocity Product Console uses facets other than General Properties, you must manually modify the associated object type layout definition to make the product compatible with Vlocity Product Designer.
Manage Linear Relationships: When a product relies on another product, link them on the quote or order so the dependency stays accurate through ordering, activation, and amendments. For example, a communications provider can define that a Managed Wi-Fi service relies on an active Broadband Internet service. When a rep adds Managed Wi-Fi to a quote, the rep links it to the customer's broadband line. Salesforce carries the relationship from the quote to the order and then to the assets created at activation. If the broadband service is removed or canceled, Salesforce identifies that the Managed Wi-Fi dependency is no longer satisfied.
Manage Loyalty Pricing in the Cart: When a product with a one-time charge has a price assigned in both currency and loyalty points, both pricing types appear in the products list of the cart. You can select the payment choice and change a line item's payment type.
Manage Multi-Site Groups From Opportunities in Industries CPQ: You can create, add members to, remove members from, delete, search within, and filter groups from opportunity records. You can then use these groups when creating multi-site quotes or orders.
Manage Multisite in Revenue Cloud for Communications: Add locations to quotes and orders, assign products to the locations or locations groups, create and manage location groups, create orders from a quote, activate orders, and manage your multisite customer assets.
Manage Orders in Industries Cart: Industries CPQ order capture extends the native capabilities of Salesforce to provide comprehensive management of the order-capture and cart flow.
Manage Promotions in Revenue Cloud for Communications: Promotions are a powerful tool for businesses to influence purchasing decisions and stimulate growth. Sales reps can view simple and term-based promotions applicable to a product on the Catalogs page. Apply these promotions to quotes and orders during the configuration process from the Sales Transaction Line Editor or Configurator. With term-based promotions, sales reps can also apply a discount across a set number of terms and hold the customer to a commitment period, and view the reward duration and discount for each buying option before adding a product. The price waterfall shows real-time price adjustments that reflect the discounts. Sales reps can view applied promotions on assets, and efficiently manage products with promotions through amendment, renewal, and cancellation processes. For term-based promotions, the Promotions available during an amendment depend on the pricing source of the asset.
Manage Your Locations Group in a Quote or Order: Groups are useful when you have a large number of locations who need the same products. Create a group of locations and apply the same configurations to an entire set without applying the offer to each location individually. This streamlines the process when multiple locations need the same configuration, improving the scalability and performance of quote line items or order line items.
Manage Your Subscriber Group in a Quote or Order: Groups are useful when you have a large number of subscribers who need the same products. Create a group of subscribers and apply the same configurations to an entire set without applying the offer to each subscriber individually. This streamlines the process when multiple subscribers need the same configuration, improving the scalability and performance of quote line items or order line items.
Managing In-Flight Order Amendments: These use cases demonstrate how the order management system dynamically orchestrates changes to "in-flight" orders to maintain fulfillment accuracy.
Manual Price Changes in the Cart: Sometimes your account managers need to adjust a price to resolve a customer complaint, match prices with a competitor, or ensure that a customer renews their service contract.
Manually Adjust a Price in the Cart: You can apply adjustments to both one-time and recurring pricing. Salesforce calculates an adjustment you want to make against a base price to determine the final price.
Manually Adjust a Price in the Cart in LWC: You can apply adjustments to both one-time and recurring pricing. Salesforce calculates an adjustment you want to make against a base price to determine the final price.
Map Object Type Versions to Products: Product designers can change the object type version for multiple products simultaneously without going to the DETAILS tab of every product in Product Designer. Object type version mapping creates new versions of products if the selected products are in the Released state. If the selected products are in the Draft status, you can update existing product versions or create new product versions. The map version capability is available only in Vlocity Product Designer.
Map Permission Sets to Permission Set Licenses: After installation, the CME managed package adds permission sets for the Communications, Media, and Energy verticals to your org. Some of these permission sets map to permission set licenses. For each license that you purhcased, grant your users the equivalent permission set. This allows your users to access various applications and features. You can only use permission sets for which you own the equivalent permission set license.
Map the Custom Field in Product Discovery Context Definition: Sales reps can select the channels customers must use to qualify for a promotion. You can also select multiple channels for the promotion. To show promotions based on channels on the Browse Catalogs page, map the custom field to your product discovery context definition.
Mapping Decomposition Scopes from OM to DRO: Identify the Decomposition Scopes for processing orders when migrating from the Order Management (OM) system to the new Dynamic Revenue Orchestrator (DRO) system.
Mapping Fields Using Field Mapper: Field Mapper is a custom field mapping tool to map fields between the Opportunity, Quote, Order, and Asset objects.
Mapping Objects for Asset-Based Ordering: Using Object Mapper, you can move items, such as line item attachments and custom child objects throughout the asset-based ordering cycle.
Migrate Cache Records: Run this job only when you need to synchronize cache records with an off-platform caching system, such as AWS.
Migrate Context Rules Between Environments: You can migrate context rules from one environment to another, for example from a Sandbox environment to a Production environment.
Migrate the Datapacks into Salesforce Org: For the third step to deploy the Industries CPQ in LWC, migrate the Industries CPQ files. This procedure converts the resources to FlexCards and uploads them to your Salesforce org.
Migrate the Datapacks into Salesforce Org: For the third step to deploy the Industries CPQ in LWC, migrate the Industries CPQ files. This procedure converts the resources to FlexCards and uploads them to your Salesforce org.
Migrating Translation Data Across Salesforce Orgs: CPQ can identify Vlocity and Salesforce objects and their fields used by the Shared Catalog (EPC) for values that can be translated using the UI.
Modify String Translations in Vlocity Product Console: Product administrators who are responsible for product catalog administration and life cycle or contract generation configure the base language and can modify the translated strings in the Vlocity Product Console.
Monitor and Act on Record Alerts in Communications Service Console: View record alerts on the Account 360 page of the Communications Service Console after you verify the identity of a customer. Track alert notifications that appear in records. Dismiss record alerts, or snooze alerts for 24 hours.
Move, Add, Change, Delete (MACD): Changing an asset to an order or a quote initiates a guided process that moves one or more assets between service locations.
Multi-language Support for Shared Catalog: When communications service providers sell products in different regions, it’s important that you translate significant product details into multiple languages. Translation helps sales agents find the things they need easily by making all the relevant details, such as properties, cross-sell, or upsell suggestions, available to them in their preferred language.
Multi-Service Upgrade: This job converts all group information (currently saved as an attachment) into QuoteMember's records. This job also changes the parent of QuoteGroup records from its group cart to the master quote.
Multi-Site Quote and Order Capture for Industries CPQ: Communications & Media Energy & Utilities businesses can have thousands of locations, service accounts, or subscribers for which to create quotes or orders. Salesforce provides a solution to group individual locations, service accounts, or subscribers and to apply the same product configuration to each group member.
Deploy Multiplay Subscription Management Components (Managed Package): When you’re ready to deploy the components of Multiplay Subscription Management to a target org, you can start the migration using IDX Workbench. Use the downloaded YAML files to migrate the Salesforce and Salesforce Industries components in the sequence mentioned in the later sections.
Multiple Price List Entries and Price Changes: You can build pricing changes using multiple price list entries that are assigned to a single product with different effectivity dates.
Multiple Promotions for a Single Product Bundle: You can create more than one promotion to apply to products in a product bundle. For example, one promotion discounts products 1 and 2 of the product bundle. A different promotion discounts product 3. For promotional pricing to apply to products of product bundles that you have already placed in the cart, the Update Scope setting must be set to Update Item and Child Items.
Key Terms in Multisite: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of multisite concepts and helps them navigate the multisite feature in Revenue Cloud for Communications landscape.
Navigating to the Product Console: To use the Product Console, you must use the Lightning interface. From the Product Console, you can create product entities.
Notification Examples for Order Management Integration Layer: Order Management Integration Layer can send field updates for the following notifications. When the fields container is included in a notification, the corresponding Omnistudio Data Mapper is invoked: OrderBackSync or OrderItemBackSync.
Object Maps Maintenance: The Object Map Maintenance job is part of the upgrade process when changes have been made to the default object mappings. This job deletes existing object mappings and creates the following default Object Mapper settings:
Object Types and Guidelines (Communications): An object type is a reusable entity that defines properties, such as fields and attributes, and layouts for all product instances. Object types are like Salesforce record-types but with enhanced capabilities. You can use object types to group products with similar characteristics and ensure consistent behavior and application of rules.
Offer Pricing for Product Designer: You can price products and promotions according to your business requirements. You can also adjust prices (by a percentage or amount) or override prices (set new prices) for products.
Product and Offer Specification in EPC: With the Summer '21 release, product specifications and offerings are separate, but offers can inherit characteristics from product specifications. You can manage and configure an offer independently of a product specification. The offer specifications feature is available only with Product Designer in Communications Cloud.
OM and DRO Fulfillment Design: OM/OM+ and DRO use fully separate, non-colliding objects. However, the platform doesn’t prevent a single product from being wired into both engines, making strict app-scoped design and record type differentiators essential.
OM and DRO Order Fulfillment Flow: Each engine (CME MP or RC) fulfills end-to-end within its own pipeline, but cross-engine account contamination can cause failures, making separate accounts and strict submit-path discipline essential.
OM Plus only: As a test, submit an order from Salesforce to OM Plus: The test order validates connectivity to all downstream systems (API gateways, ESBs, point connections, and so on), and communication back to Salesforce. Once you have sent a successful test order, the installation is finished.
OM Standard Only: Schedule the Future-Dated Task Job: Order Management allows you to set a time in the future when OM will process an orchestration item (for example, the beginning of the next month). Before you can do so, you have to start (or schedule) the job that looks for those future-dated items.
Open Industries CPQ Cart: In the Salesforce Classic (Aloha) interface, you can use the CPQ button to open the Industries CPQ Cart. In Salesforce Lightning, you can use the Configure or configureWithNamespace button.
Operate DRO Alongside OM and OM+: Managing technical inventory in common entities: Both the standard Order Management (OM) and the DRO system have the shared entity location for the technical inventory items. This location is an object called vlocity_cmt__InventoryItem__c. In OM Plus, the system stores the entity externally.
Opportunity, Quote, and Order Capture: The record type is the differentiator for Opportunity, Quote, and Order. CME MP uses its out-of-the-box record types, while customer implementations must create net-new custom record types for RC. This is necessary because RC has no out-of-the-box record types for these objects, yet the new record picker forces a selection.
Optimize CME Package Performance: Improve high volume transaction processing with these performance tuning options for the CME managed package.
Optimized Performance with Targeted Cloning (Managed Package): To maximize performance, clone only the specific object nodes that you want to modify. This approach creates an object where only the specified node is modifiable, and the other nodes of the object remain in their original read-only state.
Optional: Create CLM and DocGen Sample Permission Sets for CME Spring '22: You can also optionally deploy and install sample permission sets. The sample permission sets provide object, class, and page access. You can use these samples with either Managed Package Licenses or Permission Set Licenses.
Optional: Guest Users for CME Spring '22: For guest users to use an OmniScript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the OmniScript. To set up guest users, see Document Generation for Community Guest Users Overview.
Optional: Guest Users for CME Summer '22: For guest users to use an OmniScript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the OmniScript. To set up guest users, see Document Generation for Community Guest Users Overview.
Optional: Guest Users for CME Winter '22: For guest users to use an OmniScript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the OmniScript. To set up guest users, see Document Generation for Community Guest Users Overview.
Optional: Partner Communities for CME Summer '22: You can set up your partner community user to access the same CLM functionality as your internal end users. To set up Partner Communities, see Partner Communities Overview.e eeSe
Optional: Partner Communities for CME Winter '22: You can set up your partner community user to access the same CLM functionality as your internal end users. To set up Partner Communities, see Partner Communities Overview.
Optional: RollbackDRChanges Setting for CME Spring '22: If the OmniStudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the OmniScript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: Set the Contract Line Item Trigger for CME Spring '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set the Contract Line Item Trigger for CME Winter '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set Up Guest Users for CME Spring '22: For guest users to use an OmniScript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the OmniScript. To set up guest users for communities, see Document Generation for Community Guest Users Overview.
Optional: Set Up Guest Users for CME Winter '22: For guest users to use an OmniScript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the OmniScript. To set up guest users for communities, see Document Generation for Community Guest Users Overview.
Optional: Set Up Partner Communities for CME Spring '22: You can set up your partner community user to access the same CLM functionality as your internal end users. To set up Partner Communities, see Partner Communities Overview.
Optional: Set Up Partner Communities for CME Winter '22: You can set up your partner community user to access the same CLM functionality as your internal end users. To set up Partner Communities, see Partner Communities Overview.
Order Accepted Example for Order Management Integration Layer: This notification is sent when a supplemental order is created and submitted, and the order management system processes the fulfillment of the supplemental order. During fulfillment, the order management system might determine that the supplemental order can be successfully processed The previous order was successfully frozen and the supplemental order is now being fulfilled. In such cases, the order management system sends an Order Accepted notification message.
Order Activated Example for Order Management Integration Layer: The Order Management Integration Layer sends this notification when the order management system fulfills orders that are either original or supplemental orders. The notification is sent to CPQ when the order is activated. The optional fields parameter can include any data that must be set in order fields.
Order Capture Flows: Order-capture capabilities are integral to Industries CPQ. Learn how to create essential order-capture elements such as Opportunities, Quotes, and Orders.
Order Delay Predictions with Einstein Discovery for Communications: Fulfillment managers can prevent delays in order fulfillment by using predictions from an Einstein Discovery model to identify in-progress orders that are at risk of delay. They can then determine and fix any issues delaying the upcoming tasks and expedite the order delivery. The probability of delay is updated as the order progresses through the orchestration plan.
Order In Progress: This notification is sent when an order is created and submitted to the order management system. The order management system might send the Order In Progress notification message when processing the order. It can also send the fields container in the notification message, which contains any data that must be updated in the order record.
Order Queued Example for Order Management Integration Layer: The order management system sends this notification when the order is queued. The notification message can optionally contain the fields container. The fields container contains any data that must be updated in the order record.
Order Statuses in CPQ: In Industries CPQ, an order changes status several times before order management processes and fulfills the order. The following table lists the available order statuses in Industries CPQ.
OrderItem Accepted Example for Order Management Integration Layer: This notification is sent when a supplemental order is created and submitted, and the order management system processes the fulfillment of the supplemental order. During fulfillment, the order management system might determine that a particular order item can successfully supersede an order item from a previous order. In such cases, the order management system sends the OrderItem Accepted notification.
OrderItem Activated Example for Order Management Integration Layer: Order Management Integration Layer sends the OrderItem Activated notification when the order management system fulfills order items that are part of either an original order or a supplemental order. The order management system sends this notification to CPQ when the order item is activated.
OrderItem Assetized Example for Order Management Integration Layer: When the order management system is instructed to create an asset before the order item is fulfilled, the OrderItem Asset notification is called. The notification can send fields or describedBy container in the notification message. The fields container may contain any data that must be updated in the OrderItem record. The describedBy container may contain data that muat be updated to attributes of the order item.
OrderItem In Progress Example for Order Management Integration Layer: This notification is sent when an order is created and submitted to the order management system. During the processing of the order, the order management system might send the OrderItem In Progress notification message. It can send fields or describedBy container in the notification message. The fields container can contain any data that must be updated in the order item record. The describedBy container may contain data that must be updated to attributes of the order item.
OrderItem Rejected: This notification is sent when a supplemental order is created and submitted and the order management system processes the fulfillment of the supplemental order. During fulfillment, the order management system might determine that a certain order item in the supplemental order cannot be processed. In such cases, it sends a notification message to CPQ that the order item in the supplemental order is rejected.
Other CME Managed Package Jobs: This section describes other CME batch jobs that you can run using anonymous Apex code in the Developer Console.
Override a Price in the Cart: You can override both one-time and recurring prices. Salesforce does not use the base price to calculate the override. The price override replaces the price you are changing.
Override a Price in the Cart in LWC: You can override both one-time and recurring prices. Vlocity does not use the base price to calculate the override. The price override replaces the price you are changing.
Override Product Attributes in the Product Console: With EPC, you create attributes one time and assign them to an object type, which products inherit. Within a bundle, you can override attributes for a product.
Override Product Specifications from an Offer: In the Structure view of an offer, you can override the group and local cardinality and the attributes of root and child product specifications and offers. These overrides apply within the context of the offering bundle.
Override the Base Price for a Product in a Bundle: When you create an override to a base price of a product in a bundle, Salesforce replaces the base price with the override price. No calculation with the base price is necessary. The override you create is also price list entry. Overrides use the same pricing element charges that base prices use.
Overriding Default Functions: To override default JavaScript functions, the descendant class can override certain behavior in the ancestor class by specifying the modified behavior in protected methods (similar to the object-oriented technique of Java protected methods).
Overview: This guide provides insights on what to expect when CME MP and RC operate side by side in the same org independently, without interoperating. It covers design-time configuration, including setup, metadata, and data model, and run time behavior, including user flows, automation, and UI.
Plan Your Product Catalog: With EPC, you can create an offering to sell to customers, such as an iPhone 11. Before creating an offering, you must create other entities, such as object types, attributes, and product specifications. You can then create bundled offerings and set pricing.
Patch Releases Spring `21: Periodically, we add patch releases for Spring '21. Check back here for information.
Patch Releases Spring `22: Periodically, we add patch releases for Spring '22. Check back here for information.
Patch Releases Spring `23: Information on all Spring '23 patch releases for the Communications, Media, and Energy & Utilities (CME) managed package.
Patch Releases Spring '24: Information on each Spring '24 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Spring '24. Check back here for information.
Patch Releases Spring '25: Information on each Spring '25 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Spring '25. Check back here for information.
Patch Releases Spring '26: Information on each Spring '26 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Spring '26. Check back here for information.
Patch Releases Summer `21: Periodically, we add patch releases for Summer '21. Check back here for information.
Patch Releases Summer `22: Periodically, we add patch releases for Summer '22. Check back here for information.
Patch Releases Summer `23: Periodically, we add patch releases for Summer '23. Check back here for information.
Patch Releases Summer '24: Information on each Summer '24 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Summer '24. Check back here for information.
Patch Releases Summer '25: Information on each Summer '25 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Summer '25. Check back here for information.
Patch Releases Summer '26: Information on each Summer '26 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Summer '26. Check back here for information.
Patch Releases Winter `21: Periodically, we add patch releases for Winter '21. Check back here for information
Patch Releases Winter `23: Periodically, we add patch releases for Winter '23. Check back here for information.
Patch Releases Winter '24: Information on each Winter '24 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Winter '24. Check back here for information.
Patch Releases Winter '25: Information on each Winter '25 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Winter '25. Check back here for information.
Patch Releases Winter '26: Information on each Winter '26 patch release for the Communications, Media, and Energy & Utilities (CME) managed package. Periodically, we add patch releases for Winter '26. Check back here for information.
Patch Releases Winter '27: Information on each Winter '27 patch release for the Communications, Media, and Energy & Utilities managed package. Periodically, we add patch releases for Winter '27. Check back here for information.
Communications, Media, and Energy & Utilities (CME) Managed Package Patch Updates: Find the resolved issues and enhancements delivered in each patch release of the Communications, Media, and Energy & Utilities (CME) managed package. Each patch targets a specific package version to resolve issues reported after a major release and keep your org stable between upgrades.
Patch Releases (Platform) Winter '27: This topic provides information on each Winter '27 Patch Release for Industries CPQ product area for the fixes made in Platform.
Penalty Rules for Contracts: To apply a penalty charge when an asset that is covered by an active contract is deleted or disconnected using Industries Cart, define a penalty rule. The contractual asset must be a root asset and not a child asset.
Penalty Rules for Promotions: To apply a penalty amount when a promotion is canceled in the Industries Cart, use context rules with the rule type, Penalty. Penalty rules apply only when promotions are canceled during a move, add, change, or delete operation or in asset-based orders. Penalty rules are applied when one or more penalty conditions are met.
Performance-Optimized getCartsItems API Trim Mode: The getCartsItems API now includes Trim Mode to support high-scale transactions involving complex product bundles (200+ items). This feature optimizes the Industries Cart by delivering lightweight data payloads, preventing performance bottlenecks and system failures.
Permission Set License Reference: This table lists permission sets by vertical, their associated permission set licenses, and what access they grant when assigned to users.
Permissions for CPQ Omnistudio Security Enforcement: The Omni Security Enforcement introduces enhanced permission validation for CPQ feature flows for a more secure processing environment. This enforcement requires you to assign extra permissions for CPQ flows.
Picklist Value Activation: During a package upgrade, picklist values are not normally installed into your org for existing fields. As a result, you must manually add the following picklist values. However, if any picklist values for an object are installed through the CME package and those picklist values are inactive, you must activate them. Also, for several picklist values, you must remove them and either change the Lookup values to text or leave them blank.
Picklists in EPC: If an attribute includes multiple values, a picklist represents all of the defined values for that attribute. A picklist is an ordered list of values that customers can choose from when buying a product. You must define picklists before creating attributes.
Plan Your Communications Cloud Implementation: Before you implement Communications Cloud, learn about its features, fill in knowledge gaps, build your team, and map out your implementation timeline.
Populate API Cache: This job processes existing data and populates the API cache as part of Digital Commerce Cache Management.
Populate API Cache Best Practices: Enhance the usability of Populate API cache by following the Populate API cache best practices whenever possible.
Populate Missing Action Fields in XLIS: This job queries all XLIs (OrderItem, QuoteLineItem, OpportunityLineItem records) that do not have Action_c field populated, uses the ProvisioningStatus__c field value to derive value for the Action__c field and updates Action__c.
Populate Product Hierarchy Global Key Path: This job populates the product hierarchy global key path from the product hierarchy path for Promotion Item and Override Definition objects.
Post-DataPack Migration Steps: Perform these steps after the DataPack migration is complete. This section applies to Salesforce orgs released before Winter '24.
Post-Upgrade Steps for Winter '25: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Install Steps for CME Spring '23: If you are new to CME and have recently installed the Spring '23 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Spring '24: If you are new to CME and have recently installed the Spring '24 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Summer '23: If you are new to CME and have recently installed the Summer '23 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Summer '24: If you are new to CME and have recently installed the Summer '24 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Winter '23: If you are new to CME and have recently installed the Winter '23 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Winter '24: If you are new to CME and have recently installed the Winter '24 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Summer '22: If you are new to CME and have recently installed the Summer '22 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Upgrade Steps for Summer '23: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Digital Commerce: To help prevent excess consumption of storage, clear all records from the CachedAPIResponse__c table after every major upgrade.
Post Upgrade Steps for Order Management Summer '22: Customers upgrading to Industries Order Management must follow some steps to get Order Management working as expected. Except when noted otherwise, these steps are valid for both OM Standard and OM Plus environments.
Post-Upgrade Steps for Spring '25: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Spring '23: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Spring '24: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Summer '22: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Summer '24: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Winter '23: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Post-Upgrade Steps for Winter '24: Perform the steps in this section to complete upgrade tasks for Industries Communications, Media, and Energy after you have installed the managed package.
Pre-Migration Steps: Complete these prerequisites before migrating the DataPacks.
Pre-Import Validate VersioningDate: Used before importing products from other orgs, this report checks that the product data to be imported has valid versioning dates. The global keys must be the same across the two orgs. It validates each product version’s date range against dates on line items in the org. It then sends an email with a list of products to be imported whose versioning dates are invalid.
Pre-Upgrade Steps for Summer '23: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Spring '25: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Winter '25: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Spring '23: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Spring '24: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Summer '22: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Summer '24: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Winter '23: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps for Winter '24: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Prepare Your External Data for Subscriber Churn Model: To make sure that the factors in the churn model have the latest data, the service provider must update this data from the Billing and Rating system regularly (daily).
Price a Master Quote Using an External Pricing Engine: You can price a Multi-Site Quote or Order by getting prices from pricing sources defined within CME, such as price lists, or through a third party pricing application.
Price Adjustments and Overrides: You can adjust or override a product’s price without changing the price itself. You can manually adjust or override a price in the cart, and you can make adjustments using product bundles, promotions, or adjustment records.
Price Assignment and the Industries CPQ Cart: Before you can view a product or promotion in the product and promotion lists in the Industries CPQ Cart, you must assign it with a price. To assign a price, you create a price list entry in a price list. The price list entry combines a pricing variable with the appropriate pricing element to form the price.
Price Lists in EPC: To select products in the Industries CPQ Cart, each product must be assigned to a price list. Each price list must be associated with a price book. You can assign more than one base price to a product by creating price list entries stored in different price lists.
Pricing and Validating Changed Items Only: To support large numbers of items in the Industries CPQ Cart, you can pass only the changed, or delta, items to the configuration rules and the pricing engine. Use the CPQ Configuration DeltaPrice and DeltaValidate custom settings.
Pricing Controls in Enterprise Sales Management (Managed Package): Enterprise Sales Management gives you several ways to adjust pricing on a quote: discounts, promotions, and price adjustments. Understand what each one does so that you pick the right tool and avoid pricing mistakes.
Pricing Definition in Industries CPQ: Industries Communications, Media and Energy enables you to price products and promotions according to your business requirements. You have the flexibility to adjust prices, use loyalty points, or change prices over time.
Pricing Elements in EPC: A pricing element consists of a pricing variable, an amount, and a payment type. Pricing elements can be either charges or adjustments.
Pricing Hooks: In software development, hooking is a concept that allows you to modify the original behavior of the application without changing your code. By intercepting the commands, you can change the action that would have been performed originally. This is very useful when adding new functionality to applications, exposing additional fields in pricing calculations, or altering how products are priced, to name a few of its applications.
Pricing Metadata for EPC: To price a product, you must create pricing metadata, such as pricing variables and pricing elements, that you can reuse across products and prices.
Pricing Plans in EPC: Using a pricing plan, Salesforce Industries Communications, Media, and Energy supports different pricing calculations and storage for different line items. For example, some devices, premium support, and installation may have different price calculation methods. A pricing plan can calculate tier-based costs, promotion discounts, agent discounts, taxes, and more.
Pricing, Promotion, and Discount Design: Pricing has two layers. The app-native engine objects such as priceList, priceListEntry, promotions, and discounts in CME MP. For RC they’re product selling model, adjustments, and promotions. These objects are genuinely separate objects and are isolated. You don’t need a differentiator here. Both apps (CME MP and RC) share standard objects like Pricebook and Pricebook Entry, storing their data as separate records within the same object. Therefore, you need a differentiator to distinguish the records for each app.
Pricing Rules: Pricing rules determine the price of the products in the cart. They use calculation procedures to calculate the appropriate prices and apply discounts. When you create a pricing rule, you specify a calculation procedure as the rule action.
Pricing Service Implementations and Pricing Fields: Using a pricing plan is recommended, but pricing service implementations are supported for backward compatibility. The Pricing Interface includes two implementations based on pricing elements (as opposed to price books): PricingElementServiceImplementation and PricingPlanService.
Pricing Strategies for Product Bundles: A product bundle has one or more child products. To price bundles, you can set a price for the parent product or roll up the prices of the child products. You can also apply overrides and adjustments to child products when they are part of a bundle.
Pricing Using PricingRulesImplementation: Salesforce Industries Communications, Media, and Energy supports multiple pricing paradigms. Salesforce recommends using the current paradigm, which assigns prices using price lists. But you can also assign prices using price books and the PricingRulesImplementation. This is the original pricing paradigm supported by Salesforce Industries Communications, Media, and Energy releases 15 and earlier, supported for backward compatibility.
Pricing Variable Bindings: The pricing variable binding associates the pricing variable to a field on the line item of the order, quote, or contract, or to the asset.
Pricing Variables for Cost and Margins: Pricing variables are available out-of-the-box. This is required to create a calculation procedure for cost and margin and is part of defining and validating margin ranges.
Pricing Variables in EPC: Pricing variables contain metadata that defines the pricing type. When you create a price list entry, you choose a pricing variable to be part of the price.
Product and Catalog Design: Salesforce standard behavior doesn’t isolate products by app (CME MP and RC), which cause confusion between CME MP and RC records. Record types, app-specific Lightning pages, and custom list views to keep the two product designs (CME MP and RC) clearly separate.
Product Attributes Conversion Job: Run the Product Attributes Conversion job once when you enable JSONAttribute v2 to add and populates these new fields for product records.
Product Attributes in EPC: Product attributes define product characteristics and can be categorized. You can use attributes to filter products. Pricing is based on product attributes.
Product Attributes in EPC: Products may or may not have attributes, which you can use in Industries CPQ to customize a product, to filter products to find the right one for customers, or to set pricing for a product.
Product Bundles and Cardinality in EPC: A product bundle is a set of products sold together. Products are bundled using a “Has-A” Containment relationship as either a child or a realization. A product can have one or more product child items (or PCIs), and you can define cardinality for each. PCIs can be a single product or a product bundle, which allows you to create product bundles within product bundles.
Product Definition with the Salesforce Interface: A new product must have a description and usually includes attributes. You can exclude and update fields and attributes. A new product may also be a part of a product family. You define the product relationships and product and group cardinality. Decide if the product or offer is a line item. For example, you may want to offer individual television channels, but you don’t want each to be available as a separate line item. You can create order line items that are not necessarily individual assets.
Product Definition with the Product Console: The Product Console provides a single, contextual interface for managing your EPC elements. Using this interface, you perform product management by defining and maintaining product entities. You can build foundational constructs like attributes and picklists, as well as metadata constructs like product object types.
Product Designer Issues: Fix products that can't be opened in Product Designer due to a RecordTypeId error on Product2 records.
Product Entities Overview: Before creating products in Vlocity Product Console, you must understand the following product entities, their dependencies, and the order in which you must create them.
Product Hierarchy Maintenance: This job builds a streamlined version of the product hierarchies in the Data Store sObjects, enabling the (formerly ) and Refresh Platform Cache (Incremental) jobs to use the hierarchy data.
Product Lifecycles in EPC: Using the Shared Catalog or EPC, you can configure products at any level in the bundle, add new products, and importantly, maintain the product entities through their entire product lifecycle. EPC and the Shared Catalog supports the commercial product lifecycle by allowing you to define current, future, past and retired products.
Product Object Types in EPC: Product object types help you streamline your product catalog by creating classes of products that have similar characteristics. A product object type is a reusable entity that describes a common set of fields and attributes as well as the layouts for all linked products. You can use object types to group products with similar characteristics to ensure consistent behavior and application of rules.
Product Price Changes in a Promotion: When you create a promotion, you can change the price of a child product with an adjustment or an override.
Product References in EPC: Use the Find References button in Vlocity Product Console to find references to a given product in active promotions, product bundles, assets, quote line items, order line items, and opportunity line items. This button assists you with determining the effect of changing product selling period and end of life dates.
Product Relationships: Products can be related to one another. For example, a product may require, exclude, or recommend another product. You can define relationships between products using Product Relationship objects. Product Relationship objects are then used in compatibility rules to ensure that the correct combination of products is ordered. For example, if a customer orders Product A, the interface may recommend Product B.
Product Selling Period Dates and CPQ Cart: The Industries CPQ Cart supports product selling periods. At runtime, users can see products in the Products list and in the Cart based on the Order Start Date.
Product Selling Period Dates in EPC: Product Selling Period Dates allow you to set the selling period, the fulfillment start date, and a date to retire commercial products. The selling period is the time period between the selling start date and the selling end date of a product, and it controls when the product can be ordered or sold.
Product Selling Period Definition in EPC: You set the product selling period fields in the product dialog or in the General Properties facet for products in Vlocity Product Console. This sets when products are available for sale to customers.
Product Specifications in EPC: A product (or product specification) is a fundamental entity for which you define parameters (attributes or fields), such as bundling, pricing rules, fulfillment rules, and compatibility rules.
Product Versioning: With the Product Designer , you can create and configure a product, Vlocity picklist, or Vlocity object type to track any changes.
Product Versioning Start and End Dates: A product version’s Versioning Start Date Time and Versioning Start End Time fields are key for runtime use. The version of a product is picked during runtime, and the available version is derived from these fields.
Products with Direct Attribute Assignments: Vlocity Product Designer currently doesn’t support associating attributes directly to a product. As a best practice, we recommend associating product attributes through an object type.
Promotion-Based Adjustments and Overrides for Product Designer: While you can create products and offers that have discount prices, use promotions to discount a product's offer for certain customers, limited time periods, or specific subsets of products. You can also override or adjust promotions
Promotion Design Considerations: When designing a promotion, consider its description, pricing, length of subscription, time frames for child product pricing, and the end of the subscription.
Promotions Capabilities in EPC: Promotions offers a variety of capabilities. You can configure the cart so that agents or customers can add a promotion list to the cart. You can create more than one promotion to apply to a product or product bundle. You can apply promotions to new or existing line items in the cart. You can use follow-on promotions, apply penalty fees, and define service continuation after a promotion expires.
Key Terms in Promotions: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of promotions concepts and helps them navigate the Promotions in Revenue Cloud for Communications landscape.
Promotions in the Product Catalog: Promotions offer a variety of capabilities. You can configure the cart so that agents or customers can add a promotion list to the cart. You can create more than one promotion to apply to a product or product bundle. You can apply promotions to new or existing line items in the cart. You can use follow-on promotions, apply penalty fees, and define service continuation after a promotion expires.
Promotions List in the Cart: The Promotions list is displayed in the cart on the left-hand side along with the Products list. Click the Promotions tab to reveal the list of promotions, and enter a term in the search box to find a specific promotion.
Promotions that Apply to Products in the Cart: When you create a promotion that applies to products in the cart, the promotion must be directly related to the product currently in the cart. If a bundle or single product currently in the cart has been used in a promotion, when you add the promotion to the cart, its promotional pricing applies to the bundle or the single product in the cart.
Qualification Rules for Price List Entries and Child Price Lists: In addition to assigning qualification rules to products, promotions, and price lists, you can assign qualification rules to price list entries or to a child price list, which acts as a container for a group of price list entries. This ensures that each customer sees the price that is right for him or her. For example, you might have specific pricing for certain geographies or customer segments, in addition to base pricing. You can use a qualification rule to determine a customer's eligibility for pricing, just like using a qualification rule to determine a customer's eligibility for products or promotions.
Qualification Rules for Price Lists: You can use qualification context rules to control displaying price lists in Industries Cart's Price List picklist. You can ensure that customers order from the correct price list according to your business rules. The Price List picklist in Industries Cart displays all price lists that a customer is eligible to use based upon rule conditions. Any price lists that a customer is not eligible to use does not appear in the list. For example, you may want to ensure that consumer accounts cannot order from a B2B price list, and business accounts cannot order from a B2C price list.
Qualification Rules for Pricing Adjustments (Contextual Adjustments): To control the conditions in which a user can apply a manual pricing adjustment, you can use qualification context rules, starting in Summer '18. This feature is also known as contextual adjustments. You can also evaluate other data, such as the originating channel field on the order. Starting in the Fall '18 release, you can define maximum adjustment amounts or percentages, and also create pricing adjustment rules for specific products. Or you can disable pricing adjustments altogether.
Qualification Rules for Products: You can use context rules with a qualification rule type to control displaying products in the Qualified or Disqualified tabs in the product list in Industries Cart. The qualification rule evaluates the account's eligibility to add the product to the cart based on the defined rule conditions.
Qualification Rules for Promotions: You can also use qualification context rules to control displaying promotions. The qualification rule evaluates the account's eligibility for the promotion based on the defined rule conditions, just like a product, and the promotions is displayed on the Qualified or Disqualified tabs in the Promotion list in Industries Cart.
Qualified and Disqualified Promotions in Industries CPQ: Carts have two promotions lists: Qualified and Disqualified. Qualified promotions are promotions that are currently eligible for purchase. Disqualified promotions are promotions that are not eligible for the customer to purchase. But, if a specific factor related to the customer’s account changes, the promotion can become eligible for them to purchase.
Query-Driven Asset Disconnector Scheduler: The Query-Driven Asset Disconnector Scheduler provides an automated, cron-driven method to disconnect assets. You can make asset management efficient and hassle-free by using the scheduler to manage their assets by automatically disconnecting the assets that expired or reached the end of their lifecycle.The Asset Disconnector Scheduler feature is integrated into the Standard Cart APIs.
Quote Management and Order Fulfillment in Revenue Cloud for Communications: Revenue Cloud for Communications helps communications service providers streamline sales processes, manage complex product catalogs, and drive revenue growth through intelligent quote-to-order management. Generate accurate quotes and convert them to orders seamlessly. Track subscription terms, and service commitments in a unified transaction flow.
Recommended Approach for Identifying Problem Areas: Salesforce recommends you do a code inspection before testing to identify problems in custom-code. Issues regarding custom-code sensitivity to the data model changes are not always readily apparent and may pass a cursory test.
Refresh Platform Cache: This job copies product hierarchy data to the platform cache and rebuilds the product attribute cache.
Refresh Platform Cache (Full): This job copies product hierarchy data to the platform cache and rebuilds the product attribute cache.
Refresh Platform Cache (Incremental): The Refresh Platform Cache (Incremental) job updates the platform cache with changes in the product hierarchy without deleting existing data. Run the Product Hierarchy Maintenance job before you start the Refresh Platform Cache (Incremental) to ensure that changes to product bundles are properly reflected in your implementation.
Refresh the Product Hierarchy Cache: After you create a product bundle, you must update the product hierarchy cache, or the new product bundle doesn't display properly in the Industries Cart.
Refresh the Price Book: Refresh your price book depending on which release you are using.
Relies On Relationships Across the Asset Lifecycle: After an order activates, the Relies On relationships become relationships between the new assets and are respected through amend, renew, and cancel.
Remove Billing Data: To prevent billing information from taking up too much storage in your org, use the Billing Data Trim setting to purge old billing statements.
Replace and Compare Plans in the Industries CPQ Cart: Replacing a product works with any eligibility rules that you have defined. You can only replace plans depending on your customer's eligibility to change plans. You can compare the Recurring Total of the old asset with the Recurring Total and One Time Total of the new asset. You can also compare the action and sub-actions of the old and new assets. You cannot view the attributes for each asset from this view.
Replace Offer in Cart Flow: Use this flow to replace an existing offer in a cart containing a single valid offer with a corresponding single offer based on specified inputs. The existing offer is disconnected and a new offer is added to the cart. This flow invokes CpqCartReplaceOfferInvocable (Replace Offer in Cart) invocable actions to replace offer in a cart. For example, your existing customer wants to upgrade their limited phone plan to a new plan with unlimited data, text, and talk time. As a sales rep, you want to ensure that their existing phone service isn't interrupted and that their phone number remains the same. With this flow, you can move this customer to an unlimited plan, guaranteeing continuity of service and retaining the same mobile number and email address.
Replacing Plans from the Asset Viewer: For Spring '22 and later, replacing plans supports bulk processing. With bulk processing, you can select multiple existing plans and create a quote or order for them. You can then choose to replace plans one at a time or a group of plans all at once. For example, say you want to move all customers on a broadband plan to an improved plan, you can select all such plans and upgrade your customers in a single order or quote.
Reprice Existing Prices: Industries CPQ automatic repricing feature gives you the ability to reprice products based on competition, supply and demand, market value, and consumer interest. Repricing allows you to reprice line items in opportunities, orders, quotes, and assets as needed by your business operations.
Repricing APIs: The Repricing API is an implementation of VlocityOpenInterface. Using this service, you can reprice OrderItem, QuoteLineItem, OpportunityLineItem, applied promotions, Offer adjustments, or overrides using multiple price list entries attached to a product or promotion and context rules based on the behavior (to reprice or not to reprice when this service is run) needed.
Repricing Example: Assuming changes in market conditions, you can lower the price of a product starting on a certain date and make this new price available to any orders that are still pending and have not been submitted for fulfillment.
Resolve Billing Inquiries and Disputes in Communications Service Console with Agentforce: The service reps uses the assistive and autonomous capabilities of Agentforce to efficiently resolve billing inquiries and disputes in Communications Service Console by using the billing resolution agent topic and its actions. The integration of billing resolution agent topic and actions with Communications Service Console enables the service rep to retrieve outstanding balances and payment history, and explain the charges. You can also initiate billing disputes and view unpaid bills.
Resolving Conflicts for Attribute Assignments: Conflicts can occur when attributes are copied across objects. A precedence order determines which attributes are discarded or recreated: Object Type > Product Spec > Product Offer.
Resolving Import Errors: The Install Default Vlocity Objects and Layouts job installs or restores the default Vlocity objects and layout for object classes. When running the Install Default Objects and Layouts EPC job, if you encounter the error Import Error: No Configuration Found: Object Class Migration and you are using an org that uses deployed code, perform these steps.
Retain Original Price During MACD Operation: The Retain Asset Price feature allows sales reps to preserve a customer’s original pricing and discounts during MACD operations. This implementation bypasses the default catalog repricing, makes sure that "non-price impacting" modifications don't trigger unexpected price increases for the existing assets.
Revenue Cloud for Communications Glossary: The glossary offers a comprehensive list of terms related to Revenue Cloud for Communications, with clear and concise definitions.
Revenue Cloud for Communications Prerequisites: Before beginning the configuration of Revenue Cloud for Communications features, complete the preconfiguration to ensure a smooth and successful setup process. Tailor the sales experience by using permission sets and setup instructions to give each user precise access to the features they need.
Review Links in the Side Panel: Select a source product to open the side panel, where you can review its Relies On rule and linked related product. The side panel shows the applicable rule and the linked related products, and you can unlink a product without opening the Manage Links window.
Review Related Assets: On the account, the asset table shows each asset together with its related assets, so you can see the dependency without opening each record. Select an asset to open the side panel, which shows the applicable Relies On rule and the related assets for that asset.
Review Relies On Warnings in the Configurator: When you configure a source product that has a mandatory Relies On rule, the configurator warns you if the required related product isn't linked.
Root Product Child Item Upgrade: This job creates a root product child item for each product for any missing root product child items.
Rule Actions: Rule actions define the changes that a rule makes on qualified objects. A rule action can be an offering procedure, a product relationship, a calculation procedure, or another procedure, such as a call to Apex code. Different rule types use different rule actions.
Rule Levels and Types: There are two Rules levels: Header-level Rules, and Item-level Rules. There are four Rule types: Availability, Eligibility, Compatibility, and Pricing.
Rule Objects: A Rule object is a header object with three related objects: Rule Filter, Rule Action, and Rule Variable.
Rule Sets: A rule set is a logical grouping of one or more context rules. Use a rule set to designate how the grouped context rules are expressed in a logical expression and how they are used in Industries Cart.
Rule Variables: Rule Variables can hold information passed to them by Entity Filters. You define a Rule Variable in a Rule and refer to it from the associated Entity Filter. You must create a Rule before you can create a Rule Variable.
Rules for Industries CPQ: Salesforce provides an Industries Configure, Price, Quote (CPQ) rules framework. Rules are associations of entity filters and actions. Entity filters evaluate objects for specific conditions. Rules execute actions on qualified objects.
Run Time Behavior in CME Managed Package and RC Coexistence: Run time covers what CME MP and RC users actually see and do in the system. The boundary rule differs by operating model. Under separate users, the assigned app (CME MP or RC) is the single source of truth for what each user experiences. Permissions enforce the boundary by restricting each user to their app's surfaces. Under shared users, where a shared user carries both apps (CME MP and RC). Permissions can no longer enforce the boundary, it shifts to the record's differentiator such as record type or SourceApp__c, supported by app-scoped surfaces and validation rules. The differentiator and validation rules are the intended enforcement mechanism under a shared user; because how completely they prevent cross-app record creation depends on your configuration, validate enforcement in your environment. All run-time surfaces such as listing pages, record pages, actions, and automation, should be configured to respect this boundary.
Running Cacheable API Jobs: This section describes each Salesforce Industries Communications, Media, and Energy Cacheable API job.
Running EPC Jobs: The Vlocity EPC jobs set up the Vlocity Product Console object classes, default layouts, pricing variables, pricing plans, and bindings.
Running Functional Jobs: This section describes each Salesforce Industries Communications, Media, and Energy Functional job.
Running Multilanguage Support Jobs: Multilanguage support for Vlocity Product Catalog enables CPQ to render information in various languages.
Running Report Jobs: To design commercial and technical catalog products that comply with TM Forum standards, you should configure offers and specifications according to the Offer Spec Realization feature introduced in CME Winter ’20. This feature contains product configurations to ensure catalog entities are correctly structured.
Run the Context Definition Job: A one-time job within Industries CPQ extends the standard sales transaction context to create a custom context definition specifically for DRO.
Running the Conversion Batch Process: Salesforce Salesforce provides unmanaged Apex code to facilitate the one-time conversion of legacy records. The conversion process leverages Salesforce’s batch processing.
Running Maintenance Jobs: The maintenance jobs are available using the Vlocity CMT Administration tab. If you are installing Communications, Media, and Energy for the first time or upgrading your system from an earlier version, you must run maintenance jobs as part of the post-installation or upgrade process.
Communications Sales Insights: Track revenue performance in real time with Communications Sales Insights, an app in Agentforce Communications that shows sales, order, pricing, and customer lifecycle metrics in Salesforce dashboards that you can customize. You can deploy this app on the Salesforce Platform or as a managed package.
Communications Sales Insights Dashboards: Communications Sales Insights includes three dashboards—Opportunities, Quotes, and Orders—that show data-driven views of your contact center's sales pipeline, quote activity, and order fulfillment.
Communications Sales Insights Opportunities Dashboard: The Opportunities Dashboard gives you a comprehensive view of your sales pipeline and opportunity performance, including win rates, open deal size, and stalled opportunities.
Communications Sales Insights Requirements: Communications Sales Insights needs specific user permissions, add-ons, and org permissions, provisioned in your Salesforce org before you begin.
Sample Agentic Instructions for Quote Order Templates: Manage Quote and Order templates with five operations. Search templates using filters and keywords. Retrieve detailed information by ID or name. Save existing carts as reusable templates. Apply templates to new carts with customization. Delete templates including approved ones. All operations support asynchronous execution, pricing, and validation.
Search for Products and Promotions: Industries Cart provides a search feature for products and promotions that are included in the selected price list.
Sequential Promotions and Discounts: By default, multiple promotions or discounts for a product apply to the original base price. But you can enable each discount or promotion to be applied in sequence to the product price that’s calculated after each promotion or discount is applied. You can enable this sequential pricing for promotions, contextual discounts, or offer adjustments across an org.
Service Level Objective Insights for Asset Subagent: The Service Level Objective Insights for Asset subagent helps service reps in your organization to fetch the analysis of service level objectives of an asset for the service degradation. The analysis compares the service level objective compliance criteria against the network usage data. For example, a service rep at Global Corp received a service degradation query from a customer. The service rep then uses the action associated with this subagent to resolve the customer's queries.
Set String Translations in Product Designer: Create translated text for names and descriptions for catalog entities, such as attributes, picklists, and products. The translated text is shown in the cart for the appropriate locale. You can modify the translated strings in the Vlocity Product Designer.
Set the Language and Verifying Translation: You can set any of the supported languages by setting the Catalog Administrator user profile locale to the base language selected for Catalog Administration. Verify that object names have changed to the selected language.
Set Up a Custom Pricing Step for Attribute-Based Pricing: After you implement the Apex classes, calculation procedures, and matrices included in the Attribute/Volume Based Pricing DataPack, create a new step in the Default Pricing Plan.
Set Up Additional CME Package Features: Explore additional features for the CME managed package including Billing Management, Forecasting, Multi-Language Support, and Apex Trigger administration.
Set Up Agentforce for Cart Operations: To give sales reps and other users access to the powerful generative AI features, invocable methods, and flows across Communications, Media, and Energy & Utilities managed package, admins must set up Agentforce, invocable methods, and deploy Agentforce static resource files. Sales reps can work with the invocable actions and flows provided in Communications, Media, and Energy & Utilities managed package.
Set Up Agentforce for Communications Billing Resolution: To give service reps and other users access to the powerful generative AI features for billing resolution, admins must set up Einstein Generative AI and Agentforce. Service reps can work with the standard Agentforce subagents provided in Communications Cloud.
Set Up Agentforce for Quote Recipients Grouping: To give sales reps and other users access to powerful generative AI features for creating recipient groups, admins must set up Einstein and Agentforce. Sales reps work with the standard Agentforce subagent provided in Communications Cloud. Admins can also control user access to individual Agentforce Employee Agents (AEA) using permission sets.
Set Up Agentforce for Service Level Objectives Insights: To give service reps and other users access to powerful AI features for analyzing service level objective data, admins must set up Einstein, Data 360, and Agentforce. Service reps work with the standard Agentforce subagents provided in Communications Cloud. You can also control user access to individual Agentforce Employee Agents (AEA) using permission sets.
Set Up and Customize the Communications Timeline: A timeline shows data in a base (or primary) object with related objects in such a way that users can make visual sense of it as a sequence of events happening over time. Determine what information appears on the timeline by choosing the base object and the related objects.
Set Up and Customize the Communications Timeline with Asset_Timeline API Name: A timeline shows the data in a base object along with its related objects so that users can visually understand the sequence of events over time. Decide what information appears on the timeline by choosing the base object and the related objects.
Set Up and Design Promotions in Consumer Sales: Optimize revenue in consumer sales by using Communications Cloud to set up automated, behavior-based promotions, such as discounts. To drive conversions, tailor these offers for specific products or bundles across email, SMS, and push notifications, and define clear schedules and qualification rules. Set up term-based promotions that apply a discount across a set number of terms and hold customers to a commitment period. Add coupon-based promotions that unlock a discount when a customer enters a coupon code. Use advanced stackability to control which promotions combine on a product and which take precedence.
Set Up Attribute-Based Pricing with Time Plan and Time Policy: Time Plan Attribute-Based Pricing supports output columns for Time Plan and Time Policy. In accordance with Time Plan and Time Policy, you can create adjustment records with Source = 'ABP'.
Set Up AttributePricingMatrix: The AttributePricingMatrix enables you to implement standard attribute-based pricing. This calculation matrix is pre-configured with the column headers that define the source products, the product attributes, the MRC, the NRC, and the usage prices.
Set Up Cache for Calculation Matrices for Performance: To optimize performance for large calculation matrices or pricing plans that have many attribute-based pricing steps, you can cache your calculation matrices in the platform cache.
Set Up Cart Management and Order Fulfillment for Consumer Sales: Consumer Sales in Revenue Cloud for Communications provides APIs to manage your business-to-consumer (B2C) sales journey. By deploying the API-first Cart-to-Asset experience, you enable a seamless digital journey for anonymous shoppers. An anonymous shopper with an integration user profile can easily find, configure, and purchase products. This task involves using a suite of Connect REST APIs, persistent cart functionality, and standard Salesforce objects to create a consistent, high-volume customer management experience that boosts acquisition and streamlines industry-specific sales workflows.
Set Up Change Fees in the Product Catalog: Service providers often charge fees for making changes to existing plans to cover their costs. As a service provider, you can charge change fees.
Set Up Customer and Partner Community for Consumer Sales: The Consumer Sales Connect APIs support Customer Community, Customer Community Plus, and Partner Community users. This enables external users to access Consumer Sales functionality through authenticated API calls.
Set up Custom Master Quote Record Types: In the Energy & Utility market, the C&I space has a large diverse customer base. These customers can be differentiated based on the utility service provided such as electricity, gas, or both. The multisite framework lets you generate master quotes and the subsequent master orders based on the type of customers.
Set Up Customer Carts in the Communications Service Console for Consumer Sales: The Communications Service Console in Consumer Sales helps customer support reps assist customers who are shopping. After you set up the carts related list and the cart record page, reps view cart contents, review the configuration and pricing, and convert a cart to a draft order.
Set Up Delta Pricing: Improve large transaction performance by enabling Delta Pricing to recalculate only modified cart lines and their dependencies.
Set Up Dynamic Revenue Orchestrator in Revenue Cloud for Communications: To automate order submissions and streamline order fulfillment by invoking Dynamic Revenue Orchestrator with a record-triggered flow, integrate Dynamic Revenue Orchestrator with Revenue Cloud for Communications. This coordination across multiple systems helps accelerate the launch of new products by using reusable orchestration models.
Set Up Dynamic Usage Quantity: You can source the estimated usage quantity of a service at a service point, premises, subscriber, or service account from various custom fields. A calculation matrix identifies the custom field based on different criteria. You can configure the system to calculate usage pricing for a service based on the usage quantity recorded in the custom field identified in the calculation matrix.
Set Up Linear Relationships: A linear relationship links two products that rely on each other. Configure the feature, page components, and Relies On rules that link dependent products across quotes, orders, and assets.
Set Up Pricing in Revenue Cloud for Communications: Pricing in Revenue Cloud for Communications is a reliable and easy-to-use pricing solution that helps you price products based on their assigned locations or subscribers. Enable pricing by setting up context definitions, custom objects, decision tables, pricing recipes, and pricing procedures. Price products accurately and consistently.
Set Up Multi-Subscribers in Revenue Cloud for Communications: Manage quotes and orders across multiple subscribers or subscriber groups with Multi-Subscribers in Revenue Cloud for Communications. Assign permission sets, enable org settings, and add the Subscribers tab to a quote or order record page.
Set Up Multisite in Revenue Cloud for Communications: Manage quotes and orders across multiple locations or location groups with Multisite in Revenue Cloud for Communications. Assign permission sets, enable org settings, and add the Locations tab to a quote or order record page.
Set Up Named Credential: To integrate Billing Resolution with standard industry external billing systems, such as Aria Billing, an HTTP callout as Action is used within the flow. Use named credentials to store and manage the credentials needed for HTTP callouts from Salesforce to external APIs. Salesforce manages all authentication for callouts that specify a named credential as the callout endpoint, helping you skip the remote site settings for the site defined in the named credential.
Set Up Order Creation From Quote in Revenue Cloud for Communications: To seamlessly create multiple orders from a single quote, set up advanced order creation from quote in Revenue Cloud for Communications. Users seamlessly convert quotes into multiple orders based on the selected order creation method, streamlining the sales process and improving efficiency.
Set Up Order Routing Rules: Admins can define routing logic to direct orders to either DRO or OM+. This implementation provides a phased migration. Rules are based on criteria such as product catalog, price list, or product family.
Set Up Product Discovery in Revenue Cloud for Communications: To use product discovery in Revenue Cloud for Communications, configure the product discovery settings. Sales reps can then select a catalog and browse its products for assignment to specific locations.
Set Up Promotion Groups and Evaluation Methods: Create promotions, organize them into custom child groups, and set the evaluation method for each group to control which promotions can be applied together.
Set Up Promotions in Revenue Cloud for Communications: Promotions engage customers by offering deals at opportune moments, boost product sales, and increase revenue. Use simple promotions to apply discounts to eligible products and categories, or term-based promotions to run a time-bound discount that holds customers to a commitment period. Add coupon-based promotions to gate a discount behind a redeemable code, and use advanced stackability rules to control which promotions combine on a product.
Set Up Qualification Rules for SMB Fiber Products: Configure multirecipient qualification rules to define the availability of fiber products for customers based on the serviceability results for their locations. You can select any field from Quote Line Item Recipient or Order Product Recipient for the qualification criteria.
Set Up Record Alerts in Communications Service Console: Enable your agents to view record alerts on the Account 360 page of the Communications Service Console after they verify the identity of a customer. Agents can track alert notifications that appear in records. They can dismiss record alerts, or snooze them for 24 hours. Record alerts help agents decide what needs attention now or soon.
Set Up Communications Sales Insights: Enable Communications Sales Insights, set up required user permissions, link data sources, and install Tableau Next dashboards to begin accessing real-time revenue analytics.
Set Up the Interface Implementations: Two implementation types are available in the RepricingInterfaceRepricingInterface: DefaultRepricingImplementation and RepricingElementServiceImplementation.
Set Up the Product Designer: Configure the Product Designer to display the correct page layout and compact layout so that product administrators can use all the features.
Set Up the Product Designer: Perform the following steps to ensure the Product Designer displays the correct page layout and compact layout.
Setting Up an Availability or Eligibility Rule to Exclude Declined Products: This topic provides an example of how to configure an availability or eligibility rule where all products that have been declined as part of the account offers within the last 12 months are excluded from the product list. Eligibility and availability rules must be created against the Header object (Opportunity, Quote , Order). This example is based on the Opportunity object.
Setting Up RangeAttributePricingMatrix: The RangeAttributePricingMatrix enables you to implement attribute-based pricing that evaluates a range of numeric values in an attribute or a field. Using this approach, you can override pricing for a product when, for example, the Quantity field on the line item exceeds a certain threshold or the numeric value of an attribute falls within a certain range. You can also use this matrix to allow volume-based pricing simply based on quantity alone (no attributes necessary).
Setting Up SourceTargetAttributePricingMatrix: SourceTargetAttributePricingMatrix enables you to implement attribute-based pricing based on source and target products. Using this approach, you can adjust pricing for one product based upon the attributes of another product. You can also use a parameter on the pricing plan step to specify the path to specific products in a bundle.
Setting Up the Product Designer: Perform the following steps to ensure the Product Designer displays the correct page layout and compact layout.
Settings to Support Canceling Orders: When installing or upgrading CME, you can create a remote site setting to support such actions as canceling orders, and accessing the streaming API. Once you have created the remote site setting, you do not need to do it again for subsequent CME upgrades.
Split Line Items: Power Update also includes the ability to split one line item with a quantity greater than one into multiple line items. The StrictSplitModeEnabled custom setting controls how items can be split.
Submit Order Provisionally Accepted Example for Order Management Integration Layer: A Submit Order Provisionally Accepted response typically occurs when a supplemental order is submitted to an order management system and that system needs time to determine if the changes requested in a supplemental order can be fulfilled. The response may or may not contain a fields section, as shown in the following examples.
Submit Order Rejected Example for Order Management Integration Layer: An Order Rejected response is returned when a submitted order cannot be fulfilled by an order management system. The response may or may not contain a fields section, as shown in the following examples.
Submit Order Request for Order Management Integration Layer: If the order management system requires more details than those available in the order, Order Management Integration Layer provides a way to query for details such as the order header record and order product records.
Subscriber Churn Predictions with Customer Subscription Data: Predict your subscribers’ churn with customer subscription data. You can consume the external subscription data to generate training or scoring datasets and then use these datasets to predict subscriber churn.
System Administration for Salesforce Industries Communications, Media, and Energy: Use this administration documentation to manage your Communications, Media, and Energy applications and features, such as multi-site custom records, asset-based ordering, billing management, page layouts, LWC deployment for Industries CPQ, and application constraints.
About the Abstraction Framework (Managed Package): The abstraction framework uses an Integration Procedure to get input from a workflow, query the product model based on that input, and update products, attributes, or fields, as required. In Multiplay Subscription Management workflows, the abstraction framework Integration Procedure is invoked in various workflows from the relevant OmniScripts or Integration Procedures.
About the Eligibility Framework (Managed Package): The eligibility framework allows you to specify and control the set of conditions or rules that must be met in order for a requested update to be permitted. Changes to the eligibility conditions or rules can be made without having to update any of the OmniScripts or Integration Procedures used in the workflows.
Abstraction Framework for Multiplay Subscription Management (Managed Package): The abstraction framework is a blackbox service that provides an interface between the Multiplay Subscription Management product model and the core components (such as the OmniScripts and Integration Procedures) that interact with the product model.
Abstraction Framework Concepts and Terminology (Managed Package): The abstraction framework abstracts out the essential structure of a product model so that it can locate a product or an attribute anywhere in the product model, without any knowledge of the product model itself.
Abstraction Framework Methods and Patterns (Managed Package): The abstraction framework is implemented using Integration Procedures and Apex classes. The Apex classes include several methods and patterns that are used to fetch data from a specified order, match the input expected to the input received from the workflow, and then update the data based on the input received from the workflow.
Access Salesforce Industries CME Features and Functionality: Starting Spring '22, Salesforce Industries Communications, Media, and Energy supports permission set licenses, permission set groups, and permission sets to quickly and easily extend the features and functions users have access to.
Activating and Deactivating Discounts: You can activate discounts in Industries CPQ Cart. You can deactivate an account-based discount in Vlocity Cart or a contract-based discount by clicking Amend for the contract record in the Aloha interface.
Add a Custom Setting to Order Management: Sometimes the XOM Custom Setting that you expect to see isn't in the list of Order Management custom settings. In that case, you can add a new custom setting.
Set Up Record Pages for Industries Order Management: Get your Order Management viewing preferences just right by using the Lightning App Builder to add and arrange Lightning components in your Record page.
Add a New Action in the Actions List in the Cart Summary Pane (Managed Package): In Enterprise Sales Management, you can display additional buttons in the cart summary pane, if required. By default, the cart summary pane displays a list of actions that you can perform, such as Create Order and Create Proposal. Let's say you want to add an action labeled Apply Adjustment. Here's how you can add this action in the actions list in the cart summary pane.
Add a New Button in the Cart Summary Pane (Managed Package): In Enterprise Sales Management, you can display additional buttons in the cart summary pane. By default, the cart summary pane has buttons labeled Add Products and Create Order. Let's say you want to add a button labeled Go To Quote. Here's how you can add this button in the cart summary pane.
Add a Number of Retries to an Orchestration Item Definition: You can set the number of retries that an orchestration item attempts after a failure. This topic explains how to set this number for a single orchestration item definition, rather than creating a policy that can be applied more broadly.
Add and Assign Promotions in Enterprise Sales Management (Managed Package): Add promotions to the promotions catalog and then assign promotions in your enterprise quote or enterprise order in the same way that you add other products. You can assign promotions to members or groups, or just add them to the quote or order without assigning them to members or groups.
Add and Enable the OMStdBundleActivationBackCompatibility Custom Setting: Before upgrading to Order Management 109.0.3 or later, you must add and enable a custom setting that allows for backward compatibility with older versions. You only need to do this once. The next time you upgrade, you won't have to do this step.
Add API Endpoint to Remote Site Settings: For ESM_checkServiceQualification API and ESM_checkAddressValidation API, you must add the base URL of your TMF API endpoint to remote site settings.
Customize Buttons, Actions, or Fields in the Enterprise Sales Management UI (Managed Package): Your Enterprise Sales Management implementation provides a number of buttons, actions, and fields to enable you to easily navigate the app or perform various actions. As you use and customize your implementation, you might want to use new buttons, actions, or fields, in addition to those that are provided by default.
Add Products in an Enterprise Quote or Enterprise Order (Managed Package): In an enterprise quote or enterprise order, you can add products and assign them to locations or subscribers. Using groups allows you to assign the same product to multiple group members and makes creating and managing the quote or order simpler. However, you can also assign products to individual locations or subscribers, which gives you the flexibility to customize the products for each individual location or subscriber.
Adding New Fields to Object Types in the Shared Catalog: When new fields are added to the data model, as in the case of the new product selling period fields, they must be manually assigned to existing object types and the object type layouts must be updated as well. Once the object types have been updated, all of the products linked to that object type will automatically inherit and display the new fields.
Add, Modify, or Remove Items from the Actions Menus on the Agent Console (Managed Package): On the agent console, you can see an Actions menu in the customer's account section and another Actions menu in the subscriptions section. Launching a workflow from the account section allows you to select the subscription that you want to act on, while launching a workflow from the subscription section enables you to act on the relevant subscription directly.
Add, Modify, or Remove Workflows on the Customer Portal (Managed Package): On the customer portal, workflows available to logged in subscribers are listed on the right. Clicking one of these workflows launches the associated OmniScript. The workflows listed here and the OmniScript launched by each workflow are determined by custom metadata records in your org.
AddQMQGToWC_CopyToEQ API: Add members and a quote group to the working cart and copy it to the enterprise quote.
AddQMQGToWC_CopyToEQBatch API: Trigger a batch process to migrate and clone products from the working cart to the enterprise quote.
Adjust Pricing in Enterprise Sales Management (Managed Package): Enterprise Sales Management product model offerings include detailed pricing adjustments and promotions built using Enterprise Product Catalog (EPC) and Industries CPQ pricing definitions.
AdjustmentData Virtual Object: Starting in the Summer '18 release, data entered by the user at runtime is stored in a new type of object called a virtual object. This data is not committed to Salesforce or persisted. This data exists only in memory during the user's session. There is one virtual object called AdjustmentData, and it is used to create context rules for pricing adjustments.
After You Set the Language to Hebrew, Orders No Longer Decompose Properly: If you have changed the language to Hebrew, submitted an order, and clicked View Decompose, the product might not decompose, remaining in Draft status instead of In Progress. You can resolve this issue by changing a few settings.
Agent Console in Multiplay Subscription Management (Managed Package): Multiplay Subscription Management provides a contact center agent console that can be used by customer service agents for various customer interactions. The agent console provides a 360 view of the customer's account and subscription details and includes guided process flows to address common customer requests.
Allow a Supplemental Order to Override a Change to an Attribute: When an attribute's value is changed by a fulfillment operation (for example, by an external integrator), Order Management maintains that new attribute value, even if a later supplemental order calls for a different value. You can change that default behavior.
Allow Supplemental Changes after PONR (Point of No Return): As of the Spring '22 release, you can allow an order to be changed, even after an item in the order has reached the point of no return. Select the Force Supplementals option on an order to allow that order to be amended.
Amend Action Fails to Propagate to Fulfillment Request Lines During Decomposition: The amend supplemental action fails to propagate to the child Fulfillment Request Line (FRL) if the FRL attributes remain unchanged. This issue prevents the child FRL from inheriting the Amend action even though the parent attributes have changed.
Apex CPU Time Limit Exceeded Error in Industries Order Management: When submitting an order, if you get an error saying Apex CPU time limit exceeded, the most likely cause is that the LoggingEnabled custom setting is set to true. To resolve the problem, set LoggingEnabled to false.
APIs for Enterprise Sales Management: You can use the Enterprise Sales Management APIs to create and manage enterprise quotes by calling corresponding Integration Procedures.
Asset Viewer in Industries CPQ: Industries CPQ has an Asset viewer in LWC from which you can view, filter, and modify assets for an account. From this viewer, you can convert assets to orders or quotes with the Cart in LWC, and you can change the assets.
Assetization and Activation in Industries Order Management: Assetization and activation are related concepts with different implications and triggers in Industries Order Management. The "In this section" topics explain these concepts.
Assetized Root Order Items and Orders: A root order item or order is Assetized when all its associated items have been converted in the Salesforce database to assets (for commercial products) or inventory items (for technical products).
Assets and Subscriptions in Multiplay Subscription Management (Managed Package): Multiplay Subscription Management lets you enable or disable the use of subscriptions to track assets. Subscription tracking determines whether you use assets or subscriptions to show information and drive workflows. You can enable or disable subscription tracking on products in the product catalog.
Assign Permissions to ESM Runtime Persona: To create a user with a service agent persona, you must assign the required permissions set licenses, managed permission sets, and object-level permissions as recommended in the sample permission sets.
Assign Permissions to MSM Agent Persona: To create a user with a service agent persona, you must assign the required permissions set licenses, managed permission sets, and object-level permissions as recommended in the sample permission sets.
Assign Phone Numbers in Enterprise Sales Management (Managed Package): The Number Assignment option in Displaying on the Summary page is provided as a sample implementation. This option allows you to associate a phone number in the Service Identifier column with each quote line item or order line item.
Associate a Manual Task with a Salesforce Queue: You can assign a manual task to a Salesforce queue. Enter the API name of the Salesforce Queue in the Salesforce Queue Name field on the Orchestration Item Definition window. The Salesforce queue is synced at all times with the task.
Associate a Retry Policy with an Orchestration Item Definition: After creating an integration retry policy, associate that policy with an orchestration item definition (a callout). That callout uses the retry policy to determine how often, and how many times, to retry a failed connection.
Asynchronous Integration with a Downstream System: Use asynchronous integration with a downstream system to send a request to that system with the expectation of getting a response sometime in the future, but not immediately.
DataMapper Updates on FulfilmentRequestLine__c Fail: To successfully update FulfilmentRequestLine__c and InventoryItem__c records using OmniStudio DataMapper, Order Management (OM) must be in the same attribute model as CPQ. Use the V2 attribute model for both CPQ and OM.
Attributes-Based Queues: Attributes-based queues allow you to set up rules that determine how tasks are assigned.
Augment Callout with Temporary Information: Augmenting a callout with temporary information combines the Grouping pattern with the Event Service pattern to achieve the desired result. You interact with the Device Inventory and inform the system of all the STBs leased to the customer.
Authorizing Access to Order Management Resources: You can manage access to a resource for a specific user. For example, you can hide the Scope field on an Orchestration Plan Definition object type for a user profile. The Scope field is then be hidden on all Orchestration Plan Definition objects for that user profile.
Backup and Restore Operations: This topic refers only to Order Management Plus: The conditions and events listed on this page occur during the backup and restore operation.
Base:Runtime:ReadOnly: This permission set provides read-only access to base standard objects such as Account, Asset, Contract, Order, and so on.
Best Practice Product Modeling for Decomposition: Enterprise Product Catalog (EPC) is where you model and define the technical products to use in the decomposition and fulfillment steps. EPC provides the concept of Object Type to confer the aspect of inheritance to the product model. Modeling the Commercial Catalog using Object Types is standard across all projects. However, the same feature can also be useful for technical products.
Bulk Operations: You can filter records in a manual queue, then apply a bulk operation, such as Complete, Retry, or Re-assign, without waiting for all the records to load on the screen and without having to scroll through all the records. This is especially useful if you have a large number of records that would take time to load on the UI.
Bulk Upload Location or Subscriber Details (Managed Package): Adding location and subscriber details one at a time whenever you want to create a quote or enterprise order for an account can be tedious and time consuming. With Enterprise Sales Management, you can upload a file containing details of multiple locations or subscribers, which allows you to quickly use this information in your enterprise quote or enterprise order.
Buy Additional Offers Using Guided Selling in Multiplay Subscription Management (Managed Package): Your agents can guide subscribers through the journey of selecting and purchasing additional offers. When an agent launches a guided selling workflow for a subscriber, the agent first checks or skips serviceability. The agent then browses and configures products for the subscriber and proceeds to checkout.
Cannot Change Tab Names in the All Tabs Page in Salesforce: You can only change tab names if they are part of a visual force page. You cannot change tab names if they have been automatically generated by Salesforce based on Object Type names.
Check the Status of the Purge Job: Check the status of a purge job from the Vlocity XOM Administration panel. You can also stop all purge jobs or schedule purge jobs, though first you have to set the DataPurgeJobFrequencyHours on the Custom Settings page.
Child Line Items in the Cart in LWC: In Industries CPQ in LWC, you can expand the Cart's items to see their child items. You can remove, configure, and price adjust line items.
CloneEQLIsToWC_PriceCopyBackToEQ API: Clone enterprise quote line items (QLIs) to working cart, apply pricing, and copy back to the enterprise quote.
cloneMasterCart Method: Clones an existing master quote or order. It copies all groups and their members. It doesn’t copy Sub Quote/Order.
CloneModifyTo_SalesQLIs API: Clone modified working cart quote line items (QLIs) to sales QLIs and delete the working cart.
CloneModifyTo_SalesQLIsWQPR API: Clone the modified working cart quote line items (QLIs) to sales QLIs, delete the working cart, and update the Quote Product Rollup object.
CloneSalesQToWC_Discounts API: Clone sales quote line items (QLIs) to working cart QLIs with discounts and adjustments.
CloneTo_SalesQLIs API: Clone the working cart quote line items (QLIs) to sales QLIs.
CME Installation: This guide includes instructions for preparing to install and installing Salesforce Industries Communications, Media, and Energy (CME) in your org for the current release. It also includes post-installation steps for CME, Contract Lifecycle Management, and Order Management.
Communications Cloud Permission Set Licenses: Permission set licenses provide users incremental access to features that aren't included in their user licenses. Users can be assigned any number of permission set licenses. Salesforce Industries Communications, Media, and Energy makes a number of permission set licenses available.
Communications Cloud Sample Permission Set Groups: After you have installed the Salesforce Industries Communications, Media, and Energy Spring '22 package, and have the managed package licenses and managed permission sets in place, deploy the sample permission set groups based on the application persona that you want to create.
Communications Cloud Sample Permission Sets and Permission Set Groups Reference: Communications Cloud provides a set of sample permission sets and permission set groups that list down the minimum permissions required by a persona to access application components. These sample permission sets provide objects, classes, and page access that can be used in conjugation with the Communications Cloud permission set licenses and managed permission sets when defining personas.
Components Used by the Customer Self-Service Portal (Managed Package): The customer self-service portal is built with FlexCards that use Integration Procedures to fetch and display the required data. Review the FlexCards used in each section or page of the customer self-service portal. The table includes information about their data sources, required inputs, sample inputs, and the pages that the FlexCards are used in. These FlexCards are responsive in desktop, tablet, and mobile versions.
Configure a Callout to Send Empty Attribute Values: By default, if an attribute value is empty, then Order Management doesn't send the attribute at all in a callout. It's as if it didn't exist. You can configure a callout to send along attributes and their values, even if those values are empty.
Configure a Custom Asynchronous Callout: You can configure a Callout Task capable of synchronously calling an Integration Procedure, but asynchronously awaiting one or more responses from a third party application.
Configure a Product from the Cart in LWC: You can configure a product in the Industries CPQ Cart. Though you can configure products before adding them to the Cart, you can configure them in the Cart. For example, you added a promotion before adding the products, or the product's original configuration requires an update.
Configure an Integration Retry Policy: You can create a policy to control how orchestration items retry failed callouts to fulfillment systems. This step shows how to configure a policy that you've already enabled in the custom record type settings.
Configure Automatic Order-Submit Queuing: When orders are submitted from CPQ to Order Management Plus, they are placed in a persistent queue. If Order Management Plus is down or a catalog synchronization is in progress, the order is held in the queue until communication is restored.
Configure Manual Queue Assignment Rules: Configure a manual queue with rules that automatically assign tasks to a specific team or user in a designated work group. This enables certain orchestration items to have priority over others, based on orchestration queue assignment rules.
Configure the On-Hold Orchestration Items Tab: View orchestration items that are on hold on the On-Hold Orchestration Items tab. This tab is available by default in out-of-the-box (OOTB) System Instance Objects, such as System Instance and HTTP System Instance. In addition, you can configure this tab in Custom System Instances.
Configure Pricing Designer Spring '22 and Winter '23 (Install): This topic contains configuration steps for the Salesforce Industries Pricing Designer. Salesforce Industries Pricing Designer is the next-generation pricing administration application. It provides a unified user experience with improved efficiency and agility to create and maintain product pricing, promotions, and associated rules, giving both business and IT users access to the pricing management capabilities they need.
Configure Product Designer for Salesforce Industries Communications, Media, and Energy: This topic contains configuration steps for the Product Designer. The Product Designer is the next-generation Product Catalog administration application. It provides a unified user experience with improved efficiency and agility to launch products quickly to market, giving both business and IT users access to all the product management capabilities they need.
Configure the JeopardyNotificationQueueName Custom Setting: You can configure Order Management to send a case to a Salesforce queue when an order is in jeopardy of missing its requested completion date. Configure the JeopardyNotificationQueueName custom setting to point to that queue.
Configure Translation for the Product Designer: You can configure the Product Designer to display object and field labels in languages other than English. You must manage the Commercial and Technical catalog in a single base language, such as English, Spanish, French, etc. Switching to another language for catalog administration is not supported.
Configuring a Calendar for Manual Tasks in Order Management: You can set up a calendar with standard operating hours for each work day or special holiday. When you create a manual task, you can then specify the number of work days the task is expected to take.
Configuring Batch Jobs: Batch Job periodically recalculates Due Dates for plans with overdue Orchestration Items. You can set the period for job runs in Custom Settings > XOM Setup > SchedulerJobTimeIntervalMins. The default Job is scheduled by the XOMPostInstall procedure, such as package install or upgrade, and is triggered daily at midnight by default.
Configuring OM and OM Plus Interfaces: Once the upgrade or installation package has been installed, you must ensure that the OM and OM Plus interfaces are configured correctly. You can do so from the XOM Administration panel.
Configuring OM for In-Flight Amendments: With Industries Order Management, Spring '20, you can cancel or amend submitted orders before they've reached the point of no return (PONR).
Configuring or Running the OM Plus Status Job: The OM Plus Status job checks that OM Plus components are running and properly connected to Salesforce. If the job finds that OM Plus is offline, then it sets the status appropriately and new orders are placed in a queue.
Configure Plan Definitions for Rollback or Amendment: You can configure an orchestration plan definition to act as a rollback or amendment plan definition. These plans orchestrate the rollback or amendment of orchestration items when an order is canceled or amended.
Configuring Plan Scheduling: In Order Management Standard jeopardy management, you can access the configuration for plan scheduling in Custom Settings > XOM Setup.
Configure the Point of No Return (PONR): As a fulfillment designer, you can set an order item to be a point-of-no-return (PONR). Once an item has reached the PONR, it can't be canceled or otherwise amended unless you've selected the Force Supplementals option for that order, which is available in the Spring '22 release.
Configuring Translation for the Product Designer: You can configure the Product Designer to display object and field labels in languages other than English. You must manage the Commercial and Technical catalog in a single base language, such as English, Spanish, French, etc. Switching to another language for catalog administration is not supported.
Conflict of attributes: If an attribute value was updated in fulfillment (for example, by an external integrator), and then the relevant order is superseded by a supplemental order, there might be a conflict between the updated value and the one in the supplemental order.
Connection Retry Rules: You can create rules that control how Order Management retries failed callouts to fulfillment systems.
Considerations for Configuring In-Flight Amendments in OM: When you set up Order Management for in-flight amendments, you should take into account the point of no return (when orders can't be modified), amendment and rollback plans, supplemental orders, frozen orders, compensation, superseded order items, and updates to the orchestration plan.
Control How Orchestration Item Dependency Loops Are Treated: A loop is when two or more orchestration items are defined to depend on each other. You can change whether loops are allowed by editing the OrchestrationDepDefCycleCheckMode custom setting.
Core Components in Enterprise Sales Management (Managed Package): Enterprise Sales Management provides a library of reusable core components that are used as the building blocks for this implementation. Core components handle specific functions used across the various flows built in the solution. You can leverage these core components when you build customized solutions in your projects.
CPQ:Admin:All: This permission set provides access to CPQ Admin functions including running CPQ maintenance jobs.
CPQ Configuration Settings Reference: Salesforce Industries Communications, Media, and Energy includes these custom settings that control many configure, price, quote (CPQ) features and behaviors.
CPQ:Runtime:CPQCartUI: This permission set provides access to the CPQ Cart user interface.
CPQ:Runtime:InvokeOdinNotification: This permission set provides Access to Order Management Integration Layer notification APIs for order and order item updates.
CPQ, EPC, DC, OM Sample Permission Sets and Groups: Permission set licenses incrementally provide user-level functionality for individual users. By assigning PSLs to users, administrators can extend a user's entitlements. A number of permission set licenses available for the CPQ, EPC, DC, and OM features of CME.
Create a Contract-Based Discount: A contract-based discount applies the discount against a contract. You can use frame agreements to set up product level, category level, and account level discounts and use them to drive pricing of future sales. By using frame agreements, you can avoid the need for individual contracts for each new deal because terms are pre-negotiated by the frame agreement. You must create a frame agreement and activate the contract for the contract-based discount to be activated.
Create a Decomposition Relationship: Create a single decomposition relationship between the source product class and the destination technical product.
Create a Group with an Expected Member Count (Managed Package): Sometimes, a sales agent isn't sure of the details of the quote members or order members that will be part of a group or a sales agent may not want to specify them at all. In such cases, a sales agent can create a group with an expected member count. A sales agent can perform all operations on this group, as they would on any other existing group.
Create a Product Class: Create a product class and use the class to define the decomposition. This saves you time over having to create the same decomposition relationships and their mappings for each individual product.
Create a Proposal in Enterprise Sales Management (Managed Package): As you work on your enterprise quote, create a proposal to send to the customer for approval before you create an order. Use the Vlocity Document Template to create an manage your proposal templates.
Create a Queue for Items in a Jeopardy State: Create a Salesforce queue to contain cases for orders that are in jeopardy of missing their requested completion date. You can then monitor this queue to find items that might be falling behind.
Create a Quote with the Cart in LWC: You can create a quote using the Industries CPQ Cart in LWC from the Quotes tab, as well as from an account page or from an opportunity. From the Cart, you can search, configure, and add products and promotions from the product catalog. You can also add predefined or custom discounts, manually adjust prices, and set the number of each product to quote.
Create a System Interface for Integration: The System Interface defines the endpoint for an API URL that points to an external system. For example, /activate or /reserve. When you create a callout, you point to the system interface.
Create Agent Users with a Custom Profile (Managed Package): When you get started with Multiplay Subscription Management, the recommended default configuration sets you up to create agent users with the Service Agent profile. In your org, workflows are executed based on the permissions associated with that profile. However, depending on your business requirements, you might want to associate a different profile with the agent users in your org. Here's how you can do that.
Create an Account-Based Discount: Account-based discounts apply to all employees of a company who use a specific plan or service.
Create an Order-Based Discount: Order-based discounts allow you to identify, create, and apply a discount for items in the same Industries CPQ Cart where you created the discount. You can apply the discount towards a specific product or a collection of products (catalogs or categories) or to all items in the Cart.
Create an Order with the Cart in LWC: You can create an order from the Industries CPQ Cart in LWC from the Orders tab, as well as from an account page or from a quote. From the Cart, you can search, configure, and add products and promotions from the product catalog. You can also add predefined or custom discounts, manually adjust prices, and set the number of each product to order.
Create and Configure an Integration Adapter: An integration adapter is a collection of objects and settings that Order Management uses to communicate with external systems. For example, one that reserves a port, or activates an account.
Create Custom Quote Fields for Location (Managed Package): To create the link between the fields in the quote and the location, create custom quote fields for the location in the Quote Member object. In our example, we want to create custom quote fields for the city (San Francisco). Therefore, in this example, create custom quote fields for the city called LBPCity__c.
Create Hooks for MultiServiceAppHandler: The Multisite APIs provide an option to write custom pre- and post-hooks for each API to implement custom logic. A pre-hook is run before the actual API runs. A post-hook runs after the actual API runs.
Create Final Orders in Enterprise Sales Management (Managed Package): When you've finalized your enterprise quote or enterprise order and don't expect further modifications, you can create final orders from Enterprise Sales Management. A primary order and all the associated sub-orders are created.
Create Sub Actions for Order Decomposition and Orchestration: Sub actions allow you to be more detailed than the out of the box actions allow. For example, you might have different types of suspensions, such as on-demand suspension, fraud suspensions, and so on. Create custom sub actions to support the main suspend action.
Create the XOMAutoTaskCopyAttributes Auto Task: Create the XOMAutoTaskCopyAttributes auto task, and add it to an orchestration plan definition, to send attribute values to a fulfillment request line.
Create a Rollback Group: Rollback groups help you control the order in which items are rolled back when an order is canceled. You add a rollback group to the items that might be rolled back. (That is, you do not add a rollback group to the rollback item, but to the original item.)
Creating an Orchestration Scenario: When you create an orchestration scenario, you associate the previously created commercial offer or technical product with the orchestration plan using rules that are applied at runtime. For example, execute this orchestration plan if the product = X and the action on the product is Add.
Creating and Importing DataRaptor Bundles: There are five DataRaptor bundles that you can specify for a Callout orchestration item. These bundles parse attributes to form corresponding JSON formats to request and receive data in a modular fashion.
Creating Technical Products: In Industries Order Management, a commercial product is any product that is visible to the customer either on the shelf or in their cart. A technical product is any product that is generally not visible to the customer but is required for fulfillment.
Custom Metadata Types and Records Used in Multiplay Subscription Management (Managed Package): In Multiplay Subscription Management, we use specific custom metadata types and records to do several different things. We use some of the custom metadata records to hold org-specific information such as profile IDs, the site URL, and so on. We use a different type of custom metadata to specify things like the actions listed in the Actions menu on the agent console and in the customer portal. We also use custom metadata to represent the product model so that it can be understood by the abstraction framework.
Custom Settings for Integration Retry and System Interface Online Mode: Order Management allows you to change the default settings for the job that retries callouts, or takes them online when you set their system interface online. The same job does both things, so changing the setting affects them both.
Custom Synchronous Callouts: Configure a callout task capable of synchronously calling an integration procedure. Synchronous callouts are the easiest to use because they do not require coordination between different components.
Customize the Abstraction Framework (Managed Package): When you get started with your Multiplay Subscription Management org, the workflows are configured to use the abstraction framework by default. However, if you want to use the same workflows on a different product model, if you want to extend the product model, or if you want to modify the workflows or create new workflows that use the abstraction framework, then you will need to update or extend the abstraction framework.
Customize the Action Performed By Accepting a Recommendation (Managed Package): Accepting a recommendation in the Next Best Action section is associated with an action that is configured in the recommendation record. By default, these actions are set up to launch a Lightning Component that performs the recommended top-up or add-on workflow. You can customize the action that's performed when an agent clicks the button to accept a recommendation.
Customize the Agent Console for Multiplay Subscription Management (Managed Package): The agent console is designed to be highly flexible to make it easy for you to extend and customize each section. Here's a list of the FlexCards used in the agent console along with information about customizing various sections displayed in the agent console.
Customize the Criteria for Recommending Next Best Action (Managed Package): The secret sauce of next best action recommendations is the strategy. A strategy is a process automation flow that holds all the decision points, criteria, and values for determining whether retention or lock-in products are recommended for a subscriber. Based on the values you provide in the strategy, the strategy returns a list of products that match the specified search criteria. The strategy ensures that the best products are returned for a given subscriber's usage patterns.
Customize the Customer Self-Service Portal for Multiplay Subscription Management (Managed Package): The customer self-service portal is designed to be highly flexible to make it easy for you to extend and customize each section. Here's a list of the FlexCards used in the customer self-service portal along with information about customizing various sections displayed in the customer self-service portal.
Customize the Eligibility Framework (Managed Package): As your business processes change and evolve, the checks that you need to perform to validate if an action should be allowed might also change. The eligibility framework allows you to update the checks performed for any workflow, without having to update the core components used in the workflow.
Customize the Information Shown in the Overview Section (Managed Package): The Overview section provides an overview of the services associated with the account. By default, this section shows four services. Services that were modified most recently are shown. Each service is shown on a separate card, which displays:
Customize the Location or Subscriber Fields in Enterprise Sales Management (Managed Package): In your Enterprise Sales Management org, the information displayed on the Location and Subscriber pages is determined by the field sets used by the Quote Member or Order Member object. These objects also determine the fields that are mapped when you upload locations or subscribers in a file.
Customize the Next Best Action Section of the Agent Console (Managed Package): In Multiplay Subscription Management, use Einstein Discovery and Tableau CRM to analyze subscriber data and calculate a churn score. The churn score indicates how likely it is that a subscriber will terminate their subscription in the next three months.
Customize the Number of Recommendations Shown (Managed Package): When a subscriber's criteria match the criteria set to fetch next best action recommendations, all the products that match the search criteria are fetched. The results are listed according to their relevance, as determined by Einstein Discovery. Based on your requirements, you can specify how many results should be displayed in the Next Best Action section of the agent console.
Customize Your Enterprise Sales Management Implementation (Managed Package): Extend and customize your Enterprise Sales Management implementation. Modify the user interface, self-service portal, asset viewer, and order management workflows. Learn to clone and modify Lightning Web Components, Integration Procedures, and Data Mappers to customize your solution.
Customizing Order Management: The section is intended for customers and professional services developers who need to extend Industries Order Management product functionality.
Data Protection Requirements Summary: Data protection requirements include protection of Salesforce and fulfillment system credentials, access control for object parameters, disaster recovery plans, and more.
Data Security: Industries Order Management Plus approaches security from two perspectives: data at rest and data in motion.
DC:Runtime:Shopping: This permission set provides access to Digital Commerce Shopping APIs
Decomposition Relationships: Within the decomposition process, a decomposition relationship creates a one-to-one (1:1) relationship between a source product and a destination product. You can also create one-to-many (1:M) and many-to-one (M:1) relationships.
Decomposition use cases: These use cases highlight how decomposition operates in different situations. For these use cases, let's assume that the orders are in progress, with the downstream order item having the scope of Account.
Decomposition Visualization: The Decomposition View shows a color-coded tree diagram of the executed order rules, as well as the decomposition relationships between commercial and technical products.
Default Auto Task to Support Integration Procedures: Omnistudio offers integration procedures (IPs) for working with external systems. Order Management provides a way to send data about your order item or fulfillment request line to an IP with no coding required. Do so by adding an auto task with the XOMAutoTaskInvokeIntegrationProcedure implementation.
Define a New Discount in the Product Console: To use Discounts, you must run the Create Default Time Policy job at least once. This is required to define recurring adjustments for contextual discounts. There are validations that check for the existence of the Time Policy created by the job and errors occur if something is required.
Define Custom Discounts from the Cart in LWC: You can view discounts that are eligible for your order, account, or contract in the selectable list of the Industries CPQ Cart. You can create custom discounts in the Cart if none of the available discounts match your criteria. In this scenario, you can create a custom discount for a set of products or catalog and assign a custom discount amount with a custom time frame (if required).
Define Custom Discounts in Industries CPQ Cart: You can view discounts that are eligible for your order, account, or contract in the selectable list of the Industries CPQ Cart. You can create custom discounts in the Cart if none of the available discounts match your criteria. In this scenario, you can create a custom discount for a set of products or catalog and assign a custom discount amount with a custom time frame (if required).
Define the Layout for an Object Type in the Product Console: An object type is a reusable entity that defines properties, such as fields and attributes, and layouts for all product instances. Objects types are like Salesforce record-types, but with enhanced capabilities. You can use object types to group products with similar characteristics and ensure consistent behavior and application of rules.
Defining the Callout: Now, you are ready to use the new implementation in your orchestration item.
Delete a Line Item From the Cart in LWC: Delete line items from the Cart in LWC. You can remove products from the Cart without having to detach the promotions applied to these products first in Spring '22 and later. Promotions’ eligibility is evaluated after the product is removed. The promotion is removed or kept based on the evaluation results.
Delete the Resolve Fallout Orchestration Item Definition: If a callout or autotask has failed before an order is canceled, OM moves that item to a Failed Discarded state, and adds a manual task to check for fallout. If you'd rather that OM didn't add that manual task, you can delete its definition from the relevant orchestration plan.
Deploy Sample Permission Sets and Permission Set Groups: You can optionally deploy and install sample permission sets and permission set groups. The sample permission sets provide object, class, and page access for your cloud. You can use permission set groups with both types of CME licenses - managed package licenses and permission set licenses.
Discounts in Industries CPQ and EPC: A discount is defined as a reduction in price on a product, a catalog (collection of products), or the contents of the Cart. The discount is negotiated, approved, activated, and applied towards the current or future purchase of products or services. You can create and apply discounts to an account or define and apply discounts as part of a contract. You can also apply discounts in the Cart.
Displaying Custom Columns and Configuring Filterable Attributes: Industries Order Management gives you the ability to configure the display columns in the Manual Queues page for manual tasks and fallout tasks. This lets you see the error code for each fallout task.
Dynamically Generated Workflows: Industries Order Management workflows are entirely dynamically assembled to provide optimal support for the many types and combinations of products that can be present on communications orders.
Edit Discounts in Industries CPQ Cart: You can edit a discount irrespective of how it was added to the Industries CPQ Cart. You can do so by either clicking the pencil icon after the discount is in the cart and before it is activated or by using the "New Custom Discount" button. You can edit specific fields such as the discount percentage, the time plan of recurring discounts, and the duration of discounts.
Eligibility Framework Components (Managed Package): The eligibility framework is implemented using an Integration Procedure, Apex classes, and a calculation matrix. Based on a given input, the eligibiilty framework returns a rule, which is a set of Integration Procedures that must be called to determine the eligibility for the given input.
Eligibility Framework in Multiplay Subscription Management (Managed Package): Subscribers can buy add-ons, top up their subscription, or activate and deactivate services only if their account status is active and the corresponding SIM card is not suspended. Other subscriber requests could be subject to other preconditions or rules, which could vary depending on the use case and your business processes.
Enable Additional Decimal Places in Calculations: To enable multiple decimal places in usage-based pricing, you must change the cpq-base-grid template. The changes applied to the grid template apply to all its child templates. Additionally, this template sets the correct decimal separator based on the customer location and currency and displays the appropriate decimal separator when calculating the Monthly Recurring Charges (MRC) and Non-Recurring Charges (NRC).
Enable Complex Conditions in Custom Settings: From Spring '21 and later, complex conditions are enabled by default, so you don't need to create the custom setting described in this topic. For earlier releases than Spring '21, you must create the custom setting.
Enable or Disable Subscription Tracking on Products (Managed Package): Multiplay Subscription Management lets you enable or disable the use of subscriptions to track assets. Subscription tracking determines whether assets or subscriptions are used to show information and drive workflows.
Enable or Disable the Demo Flag (Managed Package): In Multiplay Subscription Management the Demo_Flag custom metadata record is used to let you run certain workflows in demo mode. When you enable the demo flag, you can run the cash and voucher top-up workflows without connecting to a Matrixx instance. In this scenario, balances are displayed based on static, demo data.
Enable Retry Policies in the Custom Record Type Settings: You can create rules that control how Order Management retries failed connections to fulfillment systems. Before those rules take effect, you must enable the policies in the Custom Record Type settings.
Enable user access to Order Management Plus: The OMplus Enabled setting specifies if the user is synchronized to Order Management Plus. If you select OMplus Enabled, you give the user access to Order Management Plus.
EnergyRuntimeB2BSalesAgent: Enables the sales agent user job functions for the Large Account Sales Management application.
EnergyRuntimeB2BSalesTeamLead: Enables the team lead user job functions for the Large Account Sales Management application.
EnergyRuntimeB2CSales: Allows the guest user to access the Customer Acquisition Management application and perform operations such as creating orders.
EnergyRuntimeB2CSalesAdmin: Enables the Sales Administrator user job functions, such as executing cache jobs for Customer Acquisition Management application.
EnergyRuntimeB2CSalesAgent: Enables the sales agent user job functions for the Customer Acquisition Management application.
EnergyRuntimeService: Enables the service agent user to perform job functions, such as identifying the caller, adding meter readings, and managing user complaints and requests.
EnergyRuntimeServiceAdmin: Enables the service administrator job functions, such as creating and managing custom components, in addition to agent job functions.
EnergyRuntimeServiceSFS: Enables the SFS Contractor job functions such as managing field service appointments. This permission set is assigned to the Service Agent or Service Administrator persona along with the standard Salesforce Field Service permission sets.
Energy & Utilities Cloud Permission Set Licenses: Permission set licenses provide users incremental access to features that are beyond the permissions included in their user licenses. Users can be assigned any number of permission set licenses.
Energy & Utilities Cloud Permission Sets: Energy & Utilities Cloud provides a set of sample permission sets and permission set groups that contain the minimum permissions required to access application components.
Energy & Utilities Sample Permission Set Groups: After installing the managed package and managed permission sets, assign the sample permission set groups based on the application user types that you want to create.
Enrich Order Product with Additional Information (Managed Package): In Enterprise Sales Management, any fields on the Quote Member object can be associated with corresponding fields on the Order Products object. When you provide specific values for these fields in an enterprise quote, those values are carried forward to the Order Product object. You can also update the Sub Orders page layout to display each field as a column on the Order Products page.
Enterprise Product Catalog (EPC) REST APIs: The EPC REST APIs enable client application users to manage products, picklists, and promotions. The EPC REST APIs provide a layer of abstraction between client application development and the configuration of these EPC objects. This abstraction layer enables you to easily integrate your applications with EPC.
Enterprise Sales Management (Managed Package): Enterprise Sales Management enables communication service providers to redefine a unified large-transaction selling experience. It provides user interface (UI) components, data models, business processes, product models, and application logic that support large-transaction enterprise quotes.
Enterprise Sales Management Personas and Required Permission Sets: Enterprise Sales Management provides one sample persona - Enterprise Sales Management Runtime. This recommended persona enables you to fully experience the features and functionalities offered by Enterprise Sales Management.
EPC:Admin:All: This permission set provides access to EPC administrator functions. This includes tasks such as running EPC maintenance jobs.
EPC:Design:All: This permission set provides access to view and manage products and pricing using the Product Designer and Pricing Designer
EPC Permission Set Licenses: Permission set licenses provide users incremental access to features that aren't included in their user licenses. Users can be assigned any number of permission set licenses. Salesforce Industries Communications, Media, and Energy makes a number of permission set licenses available.
EPC:ReadOnly:All: This permission set provides read-only access to product and pricing data.
ESM_CreateSubOrdersInBatch API: Efficiently create multiple sub-orders in a single call. To prevent hitting governor limits, monitor the number of inputs included in the batch.
ESM_CustomViewSetup API: Store information about the custom views created for the Summary page.
ESM_DelinkRelatedItemFromCart API: Delink a related quote item (product) from another item of the same quote (from QuoteLineItemRelationship Sobject).
Example of Alerts: Here is a sample of the kinds of alerts that are sent to Sumo Logic.
Example: A DSL Order: Let's say that there's an order to activate a DSL service. Doing so requires an inventory system to reserve a port. Later, the port value must be sent to an activation system.
Export a Product Report in Product Designer: To help with audits and product reviews, export a report of products with their properties and attributes. The report is saved as a .xslx file.
Extend the Asynchronous System Interface: You can extend the functionality of the XOMAsyncSystemInterface class to add more functionality, such as applying logic to determine if a response is good or bad.
Fallout Handling: When configuring orchestration items, fulfillment designers have the opportunity to specify the queue that an error is sent to. This section provides details on the configuration of fallout handling.
Fix Duplicate and Empty Attributes in EPC: You can see empty attributes if you create an attribute for the Product2 object type and delete it. This deletion can create an empty attribute assignment under a child object type of Product2. Duplicate attributes can occasionally occur. You can run the following scripts to resolve these issues.
Fix HierarchyResult Issues When Versioning is Enabled: When you create a product from the Product Console, you’re prompted to enter the effectivity dates of the product. For example - the effective date, selling start date, or selling end date. However, you aren't required to enter values for these fields in the Product Console. Due to this, you can create products with no effectivity dates.
Get Started with Enterprise Sales Management (Managed Package): Enterprise Sales Management components are readily available to you as static resources in your Salesforce org that has Salesforce Industries Communications, Media, and Energy Summer '23 or later installed.
Get Started with Multiplay Subscription Management (Managed Package): Multiplay Subscription Management components are readily available to you as static resources in your Salesforce org that has Salesforce Industries Communications, Media, and Energy Winter '24 or later installed.
Grouping Multiple Fulfillment Requests into One Request: A common use case for grouping multiple fulfillment requests into one fulfillment request may involve a business process that requires all STB devices needing provisioning to be sent simultaneously to the provisioning system.
groupRollup Method: Calculates the pricing rollups (OneTime, Recurring, Usage) for a group.
Guidelines for Adding Products for Next Best Action Recommendations (Managed Package): You can add products that you want to offer as next best action recommendations. While a few sample products are provided in your Multiplay Subscription Management org by default, the products that you add as recommendations can be defined as per your own business requirements. Here are some suggestions and guidelines to consider when you add products to be used as recommendations in the Next Best Action section.
How OM Plus Prevents Exposure of Personally Identifiable Information (PII) from Salesforce Fields: The majority of PII sent to Order Management Plus is sourced from Salesforce. SFDC fields and attributes are two potential sources for PII. When a field participates in Mappings or in Conditions, the SFDC off-platform submit functionality retrieves all the fields required and passes them to Order Management Plus. These fields are stored in Order Management Plus, in the field Values JSON attribute on order items.
How Technical Inventory Works: You can define commercial and technical product specifications, including cardinality rules, in the Enterprise Product Catalog. CPQ uses these definitions to drive the order capture process that results in an Order with Order Items.
Impact of Technical Inventory on Decomposition: The decomposition component takes the order (customer request) and computes the technical requests needed to fulfill that order. When doing so, the decomposition will build two images:
Impact of Technical Inventory on Fulfillment: The Inventory Items are objects stored in the database and modified during fulfillment. As such, they keep their values in-between orders.
In-Flight Amendments: After you submit an order, you can cancel or modify it. But it must have a status of in-progress, and it can't be past the point of no return (PONR). If Order Management (OM) has fulfilled the order, you can amend the order by creating a follow-on order and submit the changes to be queued until OM fulfills the original order.
In-flight Amendments in Order Management: Industries CPQ and Order Management allow a fulfillment operator to change a submitted order before it reaches the point of no return. These kinds of changes are called in-flight amendments.
Industries CPQ in LWC: For Winter '22 and later, Industries CPQ is available in a Lightning Web Components (LWC) interface. Open the Industries CPQ app from the Salesforce app launcher. The Cart for Industries CPQ has a new LWC layout. You can select Add Products to open the Cart in LWC from an order or quote from the Industries CPQ app or from another app, such as Sales. You can also open the Cart from the Assets tab for an account.
Installing Custom Order Management Extensions: Project teams can develop custom integration adapters, auto tasks, and other code required by a customer, and then deploy this code to different environments: DEV, SIT, UAT, and others.
Integrating with Third Party Fulfillment Systems: When fulfilling orders, Industries Order Management often communicates with external (third-party) systems. The method for communicating with those systems is through an orchestration item called a callout.
Integration Adapters That Are Included with Order Management: Industries Order Management offers two integration adapters (plus a legacy adapter) to help integrate with external systems without a lot of customization. Although these adapters can be extended and customized, they can also be used as-is.
Integration Configuration Workflow: Assuming you've already created an orchestration plan definition, here's the general flow for integrating with an external system:
Integration DataRaptor Bundles: In Order Management Standard, DefaultSystemInterface supports the following configuration parameters:
Jeopardy Dates: Jeopardy dates and time intervals for Orders are:
Key Components for Updating Salesforce Records During Order Fulfillment: Key components for updating records during order fulfillment include Vlocity DataRaptors, Vlocity Integration Procedures, and Apex. Integration procedures and Apex classes create a mechanism to leverage your requirements to update any field on any record.
Large Order Optimization in Order Management: If your org handles mostly large business to business orders with long process lifetimes, you can take some steps to optimize Order Management for those orders.
Lightning Web Components for Enterprise Sales Management (Managed Services): Enterprise Sales Management Lightning web components (LWCs) supplement Vlocity Lightning Web Components by incorporating calls to the Enterprise Sales Management SDK, which makes calls to Enterprise Sales Management APIs, Cart-Based APIs, Digital Commerce cacheable APIs, and Integration Procedures.
Manage Linear Relationships Between Products in Enterprise Sales Management (Managed Package): When a product's functionality depends on another product, the product admin creates a linear relationship between the two products. After adding the related products to the Cart, they can be linked or de-linked. For example, the admin can create a linear relationship where the Unlimited Data Add-on product relies on the Business Postpaid Pro Plan product. A sales agent can then link or de-link these products in the working cart or the Summary tab of the enterprise quote page or enterprise order page.
Manage Features as a Subscriber in Multiplay Subscription Management (Managed Package): This workflow enables subscribers to activate or deactivate various features in their subscription. Subscribers can launch this workflow either from their home page or from a subscription details page. When this workflow is launched from the home page and there are multiple subscriptions in the account, subscribers can select the phone number for which they want to manage features.
Manage Jeopardy (Service Level Agreements): Industries Order Management can inform you when an order is at risk of missing its assigned service level agreement (SLA). The jeopardy status appears on Order Items, Orchestration Items, Orders, Fulfillment Requests and Fulfillment Request Lines.
Manage Lost or Stolen Device or SIM (Managed Package): If a subscriber's SIM or device is lost or stolen, the subscriber can request to suspend the SIM card or block the device. Alternatively, the subscriber can request to resume the SIM card or unblock the device. This workflow enables agents to manage SIM cards and associated devices for subscribers.
Managing Encryption Keys: To ensure data security, we have implemented an additional level of encryption for PII and lets customers manage encryption keys. Vlocity ensures that nobody, including our own staff, can access this key without explicit authorization from the customer.
Managing Fallout at Runtime: At runtime, tasks that have failed are shown in red. You can navigate into the queues associated with the tasks by clicking the task name. For orchestration items, locate the queue name associated with the task under the Manual Queues list.
Managing Technical Inventory: Industries Order Management automatically creates and manages inventory items based on the actions generated during order decomposition.
Manipulating Attributes with a Vlocity Calculation Matrix: You can use callouts and auto tasks to manipulate attributes based on a calculation matrix. Use a Vlocity Calculation Matrix to reduce integration complexity and conditional programming logic.
Manual Queue Displayed Fields: You can use the Displayed Fields option in manual queues to specify which fields appear for orchestration items when shown in a particular manual queue. You must specify the API names of the fields in this list so they appear at runtime.
Manual Queues for Fallout Handling: As a Fulfillment Designer, you can associate an error queue with an orchestration item when configuring orchestration items.
Many-to-One Decomposition Relationship: Order Management Standard supports many-to-one (M:1) attribute propagation in multi-level decomposition. For M:1 decomposition, Order Management Plus displays multiple assets for a single Inventory Item and multiple Source Order Items for a single decomposed Order Item.
Mapping of Salesforce Tasks to and from Manual Tasks: Order Management can create a Salesforce task that syncs with a manual task. The fields, states, and ownership of those two types of tasks are different, so it's helpful to know how one task maps to the other.
Mapping Rules for Order Decomposition: Mapping Rules provide a way to pass the attributes of your commercial products and services, such as phone numbers, mobile features, line equipment, upload speed, and download speed, to technical products for later consumption by fulfillment systems.
Media:ASM:AdOps: The Media:ASM:AdOps sample permission set enables AdOps users to view and manage Orchestration flows involving the registered ad server.
Media:ASM:Runtime:Media_Planner: The Media:ASM:Runtime:Media_Planner sample permission set allows media planners to create or modify a media plan.
Media:ASM:SalesRep: The Media:ASM:SalesRep sample permission set enables sales representatives to set up and manage metadata within the Advertising Sales Management application. It also enables sales representatives to create opportunities and initiate the DocGen process after a media plan has been created.
Media:SLMRuntime: The Media:SLMRuntime sample permission set enables a logged in user to purchase packaged and add-ons, apply promotions, and make payments for purchases.
Media:SLMRuntime:CSR: The Media:SLMRuntime:CSR sample permission set enables Service Agents to make purchases, apply promotions, and make payments on behalf of the subscriber.
Media:SLMRuntime:Guestuser: The Media:SLMRuntime:Guestuser sample permission set enables guest users to browse the catalog, and set up an account and payment details for a purchase.
Media Cloud Permission Set Licenses: Permission set licenses provide users with incremental access to features that aren't included in their user licenses. Users can be assigned any number of permission set licenses. There are a number of permission set licenses available with Salesforce Industries Communications, Media, and Energy.
Media & Entertainment Sample Permission Set Groups: After you have installed the Winter '22 package, and have the managed package licenses and managed permission sets in place, deploy the sample permission set groups for the application persona that you want to create.
Media & Entertainment Sample Permission Sets: Media & Entertainment Cloud sample permission sets provide the minimum object-level permissions required by an application persona to access application components.
Media & Entertainment Sample Permission Sets and Permission Set Groups Reference: Media & Entertainment Cloud provides a set of sample permission sets and permission set groups which list the minimum permissions required for a particular persona to access various application components. These sample permission sets provide objects, classes, and page access requirements that can be used along with the Media & Entertainment Cloud permission set licenses and managed permission sets, when defining user personas.
member_upload API: Upload a CSV file with new subscribers or locations.
Methods Included with XOMAsyncSystemInterface: Order Management comes with the XOMAsyncSystemInterface adapter. That adapter comes with the methods described here, which you can override to allow custom logic.
Methods Included with XOMEnhancedSystemInterface: Order Management comes with the XOMEnhancedSystemInterface adapter. That adapter comes with the methods described here, which you can override to allow custom logic.
Multiplay Subscription Management Agent Persona: The Multiplay Subscription Management Agent persona allows the user to access the agent console, the underlying actions and processes, and the shopping cart and checkout process. This permission set should be assigned to service agent users.
Multiplay Subscription Management Customer Persona: The Multiplay Subscription Management Customer persona allows access to the Customer Self-service Portal of Multiplay Subscription Management, the underlying actions, and processes. By default, Multiplay Subscription Management creates this persona when you onboard a customer through the Explore and Join workflow. You don't need to explicitly create users with this persona. This section describes how this persona is used and what permissions and other access rules are assigned.
Multiplay Subscription Management (Managed Package): Multiplay Subscription Management helps communications service providers to streamline sales processes, personalize offerings, manage subscriptions, provide prompt support, and drive customer satisfaction.
Multiplay Subscription Management Personas and Required Permission Sets: Multiplay Subscription Management provides three sample personas ‑ Agent, Customer, and Guest User. These recommended personas enable you to fully experience the features and functionalities offered by Multiplay Subscription Management.
Model a Product as an Attribute: To reduce the catalog size, you may be able to model a product as an attribute. This translates to an attribute that has a true or false value that symbolizes whether the customer has the product or not.
Modify a Group in Enterprise Sales Management (Managed Package): After you create a group, you can continue to work with the group by adding and removing members. For example, if you add new locations or subscribers in the enterprise quote or enterprise order, or if you need to expand or reduce the scope of a group.
MSM:Runtime:Agent: Allows the user to access the Mobile Subscription Management agent console, the underlying actions and processes, and the shopping cart and checkout process. This permission set should be assigned to service agent users.
MSM:Runtime:Customer: Allows the user to access the Mobile Subscription Management customer self service portal. This permission set should be assigned to customer users.
MtxRequestDeviceModify (Managed Package): This Matrixx API updates device in the Matrixx instance. This API is used to suspend or resume a device. This API is always called from Order Management.
MtxRequestSubscriberPurchaseOffer (Managed Package): This Matrixx API creates a purchase bundle or offer for a subscription in the Matrixx instance. It is used for the SIM Only offer as well as for add-on offers and bundle top-ups. In the sample request shown here a bundle offer code is used.
MtxSubscriptionQueryWallet (Managed Package): This Matrixx API gets the services usage information, such as voice, text, and data usage, for a subscription from the Matrixx instance.
Multi-Level Decomposition Modeling: A multi-level decomposition is an order decomposition configuration where a sales order is recursively decomposed into lower tiers.
Multiple Decomposition Relationships in Product Hierarchy: Fulfillment Designers can model multiple levels of decomposition relationships for a commercial product. Industries Order Management recommends that there be a separate product entity (usually a resource) per downstream system callout.
MultiServiceAppHandler: MultiServiceAppHandler is a wrapper for CpqAppHandler that automatically handles scaling for processing thousands of sites and orders. Use this class and its methods when processing multiple items for multiple sites.
Named Credentials Support for Order Management Standard: Salesforce manages all authentication for callouts that specify a named credential as the callout endpoint. A named credential specifies the URL of a callout endpoint and its required authentication parameters in one definition.
Obtaining an OmniScript URL: After you have created and activated an OmniScript, you must obtain the OmniScript launch URL to invoke the OmniScript in a manual task.
OM Configure ManualQueue Design: This permission set provides access to Manual Queue functionality, as well as Orchestration Item and Orchestration Plan Definitions in Industries Order Management.
OM Configure Orchestration Design: This permission set provides access to Orchestration Scenarios, Orchestration Plan Definitions, Orchestration Items, and Orchestration Dependency Definitions in Industries Order Management.
OM Configure OrchestrationItem Design: This permission set provides access to multiple pieces of functionality in Industries Order Management, including the ability to create and edit Orchestration Item Definitions, Integration Retry Policies, Manual Queue Assignment Rules, and more.
OM Execute AdminJobs Run: This permission set provides access to execute Administration Jobs in Industries Order Management.
OM Execute Decomposition Run: This permission set provides access to decompose an order in Industries Order Management.
OM Execute HealthCheck Run: This permission set provides access to run and view the Service Level Health Check in Industries Order Management Plus.
OM Execute Query Run: This permission set provides access to query the Industries Order Management Plus production database and view the execution plans.
OM Manage EncryptionKeys Design: This permission set provides access to setup and manage encryption keys in Industries Order Management Plus.
OM Manage ExternalCredentials Design: This permission set provides access to set up login credentials to external systems in Industries Order Management Plus.
OM Manage Orchestrationitem Run: This permission set provides access to view, manage, and execute Orchestration Items in Industries Order Management.
OM Plus Data Event Streaming: OM Plus can automatically send a list of events to a Kinesis data stream, where you use your own tools to consume the data (for example, load it into your data warehouse for analysis).
OM Plus: ? Appears on Some Buttons or Labels: Vlocity Order Management Plus shows all untranslated labels in debug mode, so if the “?” character appears on some of the buttons in the Vlocity Order Management Plus UI, then turn off debug mode as follows:
OM Plus: Assign a User Profile to a User: User profiles help you manage user access to Order Management Plus. For example, a user profile can control read or write access or permission to particular functionality such as the Database SQL Query Runner.
OM Plus: Attribute Values aren't Visible in a Log: In Order Management Plus, attribute values are hidden when they're printed to a log. This is a security feature that protects personally identifiable data from inappropriate access.
OM Plus: Configuring Orchestration Queue Assignment Rules: You can use the Orchestration Queues page to define an attribute, such as VIP customer, on an order, account, or product that results in the order going to a priority queue.
OM Plus: Corrupt Data: Corrupt data can often be restored. Before doing so, it's helpful have an understanding of the data stores in the system.
OM Plus: Delta Sync Doesn't Show Change to Email Address Field for User: Currently, Salesforce does not invoke any triggers when an email address is changed for a user. This means that the sync delta doesn't show email address changes. This limitation is something to be aware of, but there is no workaround at this time.
OM Plus: Manage Secrets: With OM Plus, you can view and edit custom secrets directly from the XOM Administration page. For security reasons, you can't actually see the values of the secrets, but you can delete them and replace them with new values.
OM Plus: Managing System Instances: As a Fulfillment Operator, you can manually place a fulfillment system in maintenance mode when the system is not functioning as expected, or when you need to perform maintenance on the fulfillment system.
OM Plus: Order Sync Failure: After all the orchestration items are completed, if some of the Salesforce order records aren't activated, check the Odin page for fallouts on those orders. You can submit the fallout orders to Salesforce for reconciliation.
OM Plus: Queued Orders: When orders are submitted from CPQ to Order Management Plus, they are placed in a persistent queue. If Order Management Plus is down, or a catalog synchronization is in progress, the order is held in the queue until communication is restored.
OM Plus: Re-Propagating Attribute Values: Order Management Plus allows re-propagation of mapped characteristics on technical (downstream) order items. This is because some attributes might be completed as a result of the information received once callbacks are finished or a task is completed.
OM Standard: Configure Request and Response Storage in Custom Settings: The OrchestrationItemLog custom setting sets whether and where orchestration item requests and responses are stored. To reduce load on the database, you can set the custom setting to "BigObject" or "Off", or set a different value to store the information somewhere else.
OM Standard: Considerations about PlatformEvents Mode: PlatformEvents mode improves performance in OM orchestration. When deciding whether to run PlatformEvents mode, there are a few things to consider, such as Salesforce allowances for certain methods or events.
OM Standard: Optimize Large Order Decomposition with OMOrderViewLoadingMode: The view decomposition page can sometimes fail to load for large orders, because the page tries to load all the data at once. You can set a custom setting to load the view one root order at a time, which minimizes those failures.
OM Standard: Platform Events for Orchestration: Starting with the Spring '21 release, new Order Management Standard customers use the PlatformEvents mode by default, instead instead of BatchApex mode. Customers using (or upgrading from) earlier versions have to make a few changes.
OM Standard: Request and Response Data Storage: When a callout's Request and Response fields contain too much data, database performance slows down. To avoid that issue, you can instead have Order Management store request and response data in a big object, somewhere else, or not store it at all.
OM Synchronise Catalogue Run: This permission set provides access to execute Catalogue Synchronization in Industries Order Management Plus.
OM Update Fulfilment Run: This permission set provides access to edit Orders, Order Items, Fulfillment Requests, and Fulfillment Request Lines in Industries Order Management.
OM View Decomposition Run: This permission set provides access to view decomposition runs in Industries Order Management.
OM View Orchestration Plan Run: This permission set provides access to view Orchestration Plans in Industries Order Management.
OM View Technical Inventory Run: This permission set provides access to view technical inventory and assets in Industries Order Management.
One-Time Decomposition: One-time decomposition is also known as Event Service, and allows you to configure a product specification as "not assetizable" for any one-time events, such as customer email notifications.
One-to-Many Decomposition Relationship: There are different types of decompositions relationships, including the one-to-many type. A common use case for a one-to-many order decomposition is an offer containing a product that affects multiple fulfillment systems.
One-to-One Decomposition: A common use case for a one-to-one order decomposition involves an offer containing multiple products of the same type that must be activated individually.
Open the Industries CPQ Cart in LWC: You can open the Cart in LWC from an order, quote, or opportunity from the Industries CPQ app or from another app, such as Sales. You can also open the Cart from the Assets tab for an account.
Options for the Abstraction Framework (Managed Package): The abstraction framework provides options that allow you to make changes in an order at a grandular and well defined level. For complex or deep product model hierachies, you can constrain the query to specific levels of the product model. For orders where a product can occur in multiple line items, you can specify a context ID to ensure that changes are made to the appropriate line item only.
Orchestration Item Associations to Fulfillment Request Lines and Order Items: If an orchestration plan definition is associated with a technical product, its orchestration items are associated with a fulfillment request line. If an orchestration plan definition is associated with a commercial product, its orchestration items are associated with an order line item.
Orchestration Item Conditions: As part of an orchestration item definition, you can specify conditions that control whether the item should execute if the condition is met, or skipped if the condition is not met.
Orchestration Item Dependencies: Orchestration dependency definitions specify the dependencies among orchestration items, either within a single plan or between orchestration items from different orchestration plans.
Orchestration Item States: Each orchestration item in an orchestration plan is given a color that indicates its state. You can glance at the orchestration plan to get an idea of the states of the items in that plan.
Orchestration Item Types: Orchestration plans use orchestration item types to define actions for orchestration items. Actions are triggered when an item reaches the Ready state.
Orchestration Item Types: Auto Task: An auto task processes internal data and automatically executes by invoking an Apex class that's associated with the orchestration item.
Orchestration Item Types: Callout: When fulfilling orders, Industries Order Management often communicates with external (third-party) systems. The method for communicating with those systems is through an orchestration item called a callout.
Orchestration Item Types: Manual Task: A manual task is used when user input is needed at a particular place in the fulfillment flow, for example, an approval (like a credit check) or manual enrichment of data onto an order.
Orchestration Item Types: Milestone: A milestone task represents a point in the fulfillment process between different flows of control and is completed when all of its dependencies have been completed.
Orchestration Item Types: Push Event: A push event is an orchestration item that temporarily stops the fulfillment process when an external system or Salesforce user makes a specific change to an associated OLI (Order Line item) or FRL (Fulfillment Request Line).
Orchestration Items: Orchestration items represent the tasks and activities in an orchestration plan that are performed during the order process, and they are grouped by an orchestration plan definition.
Orchestration of Supplemental Orders: When a customer amends or cancels an order, a supplemental order is created. The original order's orchestration plan is updated to adapt to the new requirements of that supplemental order.
Orchestration Plan Definition: Industries Order Management uses orchestration plan definitions to specify how to fulfill orders across a set of fulfillment systems. Orchestration plan definitions group order processing tasks for the fulfillment requests that were created by the decomposition process.
Orchestration Scenarios: Industries Order Management uses orchestration scenarios to determine when an orchestration plan definition should execute. Define an orchestration scenario by specifying a product entity and an order action such as Add, Modify, Disconnect, or NoChange.
Orchestration Scope: The Scope field on an orchestration plan definition defines a default scope for orchestration items contained by a plan if the item does not have a scope defined.
Order Decomposition: The Industries Order Management decomposition process is responsible for enriching an order with the technical information required to fulfill the order during orchestration.
Order Decomposition Conditions: Decomposition relationships sometimes have associated conditions. A condition rule places a condition on the decomposition relationship. Order Management initiates decomposition of an order item only if the specified condition evaluates as true. Otherwise, Order Management skips the decomposition relationship.
Order Decomposition Configuration: Order decomposition prepares an order for orchestration. It transforms a commercial order into a technical order and generates fulfillment requests to use during the orchestration process.
Inventory Items Technical Fields: When an order is submitted from Salesforce to AWS, Apex code analyses what fields need to be sent to AWS. Not all fields are sent. The processing logic is:
Order Fulfillment Status When OrderSubmitMode is Set to Queueing: As an order progresses, the Fulfillment Status field updates to let you know what's happening. The values that appear in that field depend on how your org is set up. This page is for orgs that have the OrderSubmitMode custom setting set to Queueing.
Order Management and Change of Plan: The CPQ Change of Plan feature allows customers to change or migrate their services and plans after their initial purchase. Order Management supports that feature, and the following examples help give an idea of how Change of Plan works in Order Management.
Order Management and Offer Specifications: Starting with Summer '21, you can specify an offer independently from the products that it contains. You model an offer in the catalog to contain products, and when an order is submitted with the offer, Industries Order Management decomposes those products and orchestrates the resulting tasks.
Order Management LWC Components: Order Management includes tailored LWC components that you can add to various pages in your org, such as a Record page or Home page. Some LWC components are already added to the layout by default, but some you'll need to add yourself.
Order Management Plus Disaster Recovery: This topic provides an overview of the Disaster Recovery procedures as implemented for Order Management Plus, which runs on Amazon Web Services (AWS).
Order Management Plus Only: Set Dataraptors to be Synced to OM Plus: When you create a new DataRaptor bundle, it's automatically set to be synced from Salesforce to OM Plus. You change that setting by clearing the OMplus Enabled box. If you're not sure which ones need to be synced, then you can run a script to sync them all.
Order Management Plus: Overview of Synced Delta Objects: When a change is made in a synchronizable catalog entity, a job starts that collects all the changes (or "deltas") that have been made to those entities, then pushes those changes to Order Management Plus. Once all the changes are pushed, then Order Management Plus components re-synchronize the catalog cache.
Order Management Plus: Syncing Delta Objects: When any change is made to synchronizable catalog entities, a Batch Catalog Sync job (Apex Batch Job) starts. This batch job collects all Sync Delta Objects available at the moment the job starts and pushes those deltas to Order Management Plus.
Order Management Process Flow: Industries Order Management offers comprehensive functionality across the two main parts of the order management process flow.
Decouple Decomposition and Orchestration Processes: Execute decomposition and orchestration plan composition separately and asynchronously to handle high-volume and complex order processing. This separation reduces the risk of hitting governor limits and enables flexible workflows, such as reviewing decomposition results before triggering plan generation. This capability is extended to supplemental orders starting in the Spring ’26 release.
Order Management Roles: The following types of people work with Order Management systems:
Order Management Sample Permission Set Groups: Industries Order Management permission set groups contain various bundles of permission sets and offer tailored access to functionality based on the user type or persona.
Order Management Standard: Automatic Purging of Orchestration Data: Administrators in OM Standard can schedule jobs in Order Management to automatically purge old orchestration data from the records. You can set how often the data is purged, how old data should be before being purged, and other details.
Order Management Standard: Edit the OrchestrationMode Custom Setting: To switch back and forth between Platform Events mode and Batch Apex mode, you'll edit the OrchestrationMode custom setting. You can change this setting back at any time to stop using platform events. You also must follow the steps in the What's Next section of this page.
Order Management Standard: Schedule the Orchestration Recovery Job: Once you've set the OrchestrationMode custom setting, the next step in setting up platform events is to schedule the Orchestration Recovery job from the Vlocity XOM Administration panel. You only have to do this one time.
Order Management Standard: Set Up Platform Events: If you aren't already using Platform Events, and you want to, then you'll first configure the platform event settings, then schedule the Orchestration Recovery job. For certain versions of OM, there's one extra step, as explained in the following steps.
Order Object Model Components for Submitting Queued Orders: To track the catalog version, the order data model contains the Max Sync Delta Index field. This field is equal to the maximum index of Sync Delta Objects, if any. Otherwise, this field is empty.
Order Orchestration: After the decomposition function is complete, the process of communicating with external systems to fulfill an order can begin. Industries Order Management controls the interactions with these external systems through order orchestration.
DML Operations on the Order Cause Row Lock Exception: When multiple orders are submitted in parallel under the same account, each order attempts to acquire a lock on the same account, leading to a row lock exception.
Overview of Extending the Asynchronous System Interface: Services and customers can extend the functionality of the XOMAsyncSystemInterface class to add more functionality, such as applying logic to determine if a response is good or bad.
Overview of Industry Order Management Callouts: Callouts (also called callout tasks) are orchestration items that allow Order Management to automate integration with external systems during orchestration. There are some out of the box callouts that require less setup than creating your own.
Overview of Rollback Groups: Rollback groups help you control the order in which items are rolled back when an order is canceled.
Overview of Supplemental Order Decomposition: When a fulfillment operator amends an order while the order is "in-flight" (that is, it hasn't completed yet), then Vlocity creates a new supplemental order.
Partial Assetization of Product Attributes: You can set a technical product attribute as "not assetizable" so that Order Management doesn't store Personally Identifiable Information (PII) in OM internal technical inventory. In fact, OM doesn't store that information permanently at all.
Passing Pricing Information to Fulfillment Systems: Vlocity Communications, Media, and Energy provides support for advanced pricing that may require additional pricing-related constructs to communicate from SFDC to Vlocity Order Management.
Perform Data-in-Transit (DIT) Key Change using AWS Lambda: Instead of giving broad permissions to EC2 hosts in the cluster, you can use AWS Lambda for performing that particular operation and granting the required permissions. You can then call AWS Lambda from SFDC directly, or from the Kubernetes cluster if necessary.
Perimeter Security: Communication between SFDC and AWS is through two-way certificates, where both sides confirm their identity with certificates using HTTPs.
Permission Sets Reference: View the permission set licenses and permission sets associated with Communications Cloud, Media and Entertainment Cloud, and Energy & Utilities Cloud.
Permissions Assigned to MSM Customer Persona: Multiplay Subscription Management automatically creates and assigns the required permissions set licenses, managed permission sets, and object-level permissions as recommended in the sample permission sets.
Post-Install Steps for Earlier Releases of CME: This guide provides post-installation instructions for earlier versions of CME. For installation links to previous versions other than the ones listed, contact Salesforce Customer Support for help.
Post-Install Steps for CME Spring '22: If you are new to CME and have recently installed the Spring '22 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for CME Winter '22: If you are new to CME and have recently installed the Winter '22 release, follow these necessary manual configuration steps to set up and customize CME.
Post-Install Steps for Earlier Releases: This guide includes post-installation instructions for earlier releases of Salesforce Industries Communications, Media, and Energy (CME), Order Management, Contract Lifecycle Management, Product Designer, and Pricing Designer. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Post-Upgrade Steps: Perform the steps in this section to complete upgrade tasks for Industries CME after you have installed the managed package:
Post-Upgrade Steps: Perform the steps in this section to complete upgrade tasks for Salesforce Industries CME or CLM after you have installed the managed package:
Post-Upgrade Steps for Earlier Releases: This guide includes post-upgrade instructions for earlier releases of Communications, Media, and Energy (CME). If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Post Upgrade Steps for Order Management Spring '22: Customers upgrading to Industries Order Management must follow some steps to get Order Management working as expected. Except when noted otherwise, these steps are valid for both OM Standard and OM Plus environments.
Post Upgrade Steps for Order Management Winter '22: Customers upgrading to Industries Order Management must follow some steps to get Order Management working as expected. Except when noted otherwise, these steps are valid for both OM Standard and OM Plus environments.
Post-Upgrade Steps for Product Designer: This topic contains configuration steps for upgrading the Product Designer to the latest. Product Designer is the next generation Product Catalog administration application. It provides a unified user experience with improved efficiency and agility to launch products quickly to market, giving both business and IT users access to all the product management capabilities they need.
Pre-Upgrade Steps: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Pre-Upgrade Steps: Perform the steps in this section to complete pre-upgrade tasks for Industries CME before you install the managed package.
Preparing for Production: This section describes technical inventory and its role in preparing Order Management for production.
priceCart Method: Runs Industries CPQ pricing API on sub quotes.
Pricing in Enterprise Sales Management (Managed Package): Enterprise Sales Management product model offerings include detailed pricing, promotions, and volume discounts build using Enterprise Product Catalog (EPC) and CPQ's pricing definitions.
Pricing Variable Calculation Hook: The pricing variable calculation hook allows you to add custom pricing variable calculations, or to override the out-of-the-box calculations.
Product Class Decomposition: The product catalog can define multiple products of the same type. Typically, these products require the same fulfillment in Order Management, which means that they decompose the same way.
Product Models for Enterprise Sales Management (Managed Package): Enterprise Sales Management includes Business Internet, Mobile, VPN, and SD-WAN product models. Corresponding Order Management templates help map offers to products and customer-facing services to support order orchestration.
Products and Discounts in Industries CPQ Cart: This section provides a matrix of the different options that become available in the Industries CPQ Cart when products and multiple types of discounts are added to the cart.
Propagation of Attribute Values Upstream During Order Management: Order Management can pass attribute values (or propagate them) from downstream orchestration items back upstream to the associated order line item or orchestration item. You can also set up a pair of values, so that if you receive one value from the pair, you pass back a pre-configured value.
Put a System Interface into Offline Status: When a fulfillment system is down, you can set the status for that system interface to Offline. Doing so moves all callouts that call that system to the On Hold status.
Queue Assignment Rules: As a Fulfillment Designer, you can configure rules to automatically assign tasks to a specific team or user in a designated work group. This enables certain orchestration items to have priority over others, based on orchestration queue assignment rules.
Queue Types: There are three queue types that determine the algorithm for distributing tasks to users and queues: Attributes-Based, Round Robin, and Least Loaded. Choose a queue type when defining manual queues and manual tasks.
Remove a Group in Enterprise Sales Management (Managed Package): Sometimes, you no longer need a particular grouping. In this case, you want to remove a group and have the group members remain ungrouped in your view of custom groups. Or you moved group members from one group to another, resulting in an empty group. In either case, you can remove the group.
Replace a SIM Card (Managed Package): If a subscriber's SIM card is damaged or if a subscriber buys a new device and their current SIM card doesn't work with the new device, a subscriber might request that their SIM card be replaced. This workflow enables agents to accept a request to replace a SIM card.
Reset a User's Password Using the Developer Console (Managed Package): If you provide a dummy email ID while adding an agent user, then you won't be able to validate that user using the link sent to the user's email ID. In such cases, you can reset a user's password by using the Developer Console.
Restore Corrupt Data: Using PIT, a "point-in-time" restore capability provided by AWS, you can restore your database to a state ranging from the last database snapshot to a few minutes before the current time.
Restoring Lost Data: As an Order Management Plus administrator, you can continuously back up PSQL and successfully restore the system from a previous backup. This will minimize the impact of data loss on a customer’s business.
Run the EPCPEUpdateCurrencyCode Class: Loyalty pricing is a new feature in Salesforce Industries Communications, Media, and Energy Winter '18. Two additional fields are included in price lists, Currency Code and Loyalty Code. If you do not set a currency code for each price list, standalone pricing elements will not have a currency code. This makes the pricing elements invalid. Products associated with invalid pricing elements are not displayed in the cart. For more information about setting the currency and loyalty codes,
Running EPC Jobs for a New Installation: The EPC jobs set up the Enterprise Product Catalog Product Console object classes, default layouts, pricing variables, pricing plans, and bindings. The EPC jobs are available using the Vlocity CMT Administration tab.
Running Vlocity EPC Jobs for an Upgrade: The Vlocity EPC jobs set up the Vlocity Product Console object classes, default layouts, pricing variables, pricing plans, and bindings.
Sample Strategies for Next Best Action Recommendations (Managed Package): In Multiplay Subscription Management, a strategy called SFI-NBARecommendationStrategy is used to search for and display the recommended products in the Next Best Action section of the agent console. Here's an overview of the rules that are implemented by this strategy along with suggestions for setting up new rules.
Saving Values from Order Management Plus to Salesforce: You may need to save certain parameters from Order Management Plus to Salesforce assets. For example, a provisioning system may respond to Order Management with a device serial number and this information needs to be stored in Salesforce (to be accessed by Technical care team).
Schedule and Manage an Order Management Purge Job: Once the purge job settings are configured, you must schedule the job from the Vlocity XOM Administration panel. You can also stop the job from there, and view its status.
Schedule the Integration Retry Job in Order Management Standard: Start the Schedule Integration Retry Job from the Vlocity Order Management Admin Panel. After you've scheduled this job, it runs according to its custom settings. This job is relevant to retrying failed callouts, as well as moving a system interface to Online status.
SDK for Enterprise Sales Management (Managed Services): The Enterprise Sales Management Software Development Toolkit (SDK) is a JavaScript library that abstracts and simplifies the use of Enterprise Sales Management, Cart-Based, and Digital Commerce APIs.
Set a Future Time for OM to Process an Orchestration Item: Edit the Process After field on any callout or auto task Orchestration Item definition to have OM process that item at a specified time, rather than as soon as any prerequisite items have completed. For example, you can delay billing or cancellation of a service until the end of the month.
Set Up a Sumo Logic Named Credential for OM Plus: The last thing to do in the process of Sumo Logic integration is to set up a new named credential using the URL that you get from Cloud Engineering.
Set Up an Orchestration Plan for Staged Assetization: Set up your orchestration plan for staged assetization so that top-level order items and their children can complete assetization even when other top-level order items in the same order are still in process.
Set Up Jeopardy Status Notifications: You can set up Industries Order Management to populate a queue with cases that are in jeopardy of missing a due date. That way, you can check that queue, rather than having to look at individual orders to see whether they're in jeopardy.
Set Up Non Case-Specific and Case-Specific Components: A common approach for setting up components for updating records during order fulfillment includes setting up five non-case specific artifacts only once, and then consuming them through two case-specific artifacts as you go.
Set Up Re-Propagation for Attribute Values: Order Management Plus allows re-propagation of mapped characteristics on technical (downstream) order items. This is because some attributes might be completed as a result of the information received once callbacks are finished or a task is completed.
Set Up Retry Policies for Failed Callouts: You can create policies that control how Order Management retries failed callouts to fulfillment systems. You can design callout so that if it fails to connect to an external system, it retries that connection based on the policy that you set up.
Setting the Product Scope: Order Management generates a number of Fulfillment Request Lines (FRL) for downstream order items as a result of the decomposition process. Sometimes there is a need to merge several instances of the same technical product into the same FRL on the downstream order item.
Setting Up the Product Designer: Perform the following steps to ensure the Product Designer displays the correct page layout and compact layout.
Set Up the Product Designer: Perform the following steps to ensure the Product Designer displays the correct page layout and compact layout.
Setup, Operations, and Integration for Order Management: These topics give developers a diverse range of technical information, including the setup and configuration of development environments as well as creating integration logic to fulfillment systems. In order to create integration logic, a set of REST APIs is also available to support developers.
Staged Assetization: Staged Assetization means that top-level order items and their children can complete assetization even when other top-level order items in the same order are still in process.
Start the Schedule Jeopardy Management Job: Before Order Management checks whether items or orders are in jeopardy, you must go to the XOM Admin Panel, and click the Start button next to SCHEDULE JEOPARDY MANAGEMENT JOB.
Supplemental Order Creation Failures: Deleting orchestration item definitions while an inflight order is in progress causes an attempt to de-reference a null object error when creating a supplemental order.
System Administration for Order Management: The topics in this section describe the setup and operation of Industries Order Management, as well as integration with various environments. This section also covers security, with a focus on encryption and protecting personally-identifiable information.
System Interface Offline and Online Status: If a fulfillment system is unresponsive, you can set the relevant system interface to Offline. Any callout that would otherwise try to communicate with that system is moved to the On Hold status instead.
System-Wide Timeouts and Retry Policies in OM Plus: You can define a default timeout and a default retry policy that applies to all auto tasks and callouts that aren't explicitly specified to follow a different policy.
Technical Inventory: Technical Inventory refers to all the items, such as inventory items, in the Technical Catalog.
Test a Product Class Decomposition Relationship: To test if a decomposition relationship works, place an order for a bundle, select any one of the product tiers based on the attribute, and decompose the order to the same technical product.
The Industries Order Management Solution: The goal of Industries Order Management is to revolutionize the order management space by providing the first enterprise catalog-driven order management application that does the things described here.
The Orchestration Plan View: After an order has been submitted and decomposed, the Orchestration Plan is generated. The Orchestration Plan View shows orchestration items and their dependencies on each other.
Open the XOM Administration Panel: The Industries XOM Administration panel provides a single interface to perform many upgrade and maintenance tasks for Industries Order Management. This page describes the main options on the panel and how they work.
Top Up Cash Balance (Managed Package): This workflow enables agents to increase the cash balance available to a subscriber. A subscriber can top up the balance for their own subscription or for another subscription. A top-up amount of USD 10 or USD 20 is available by default.
Top Up Via Voucher as a Subscriber (Managed Package): Prepaid subscribers can use a voucher code to top up the cash balance in their prepaid account. Subscribers can launch a top-up workflow either from their home page or from a subscription details page. When this workflow is launched from the home page and there are multiple subscriptions in the account, subscribers can select the phone number for which they want to perform the top up.
Types of Discounts in EPC: Discounts can be applied to orders, accounts, or contracts. Each discount type can be associated with products or specific categories or catalogs (a group of products). Discounts have a duration with an effective end date and can be applied to future contracts or accounts. You can apply discounts to all items in your cart or individual items in your cart. You can also adjust the discount manually.
Types of Mapping Rules: When configuring mapping rules for a decomposition relationship, you must select a mapping type that defines how data from a source product attribute or field maps to a corresponding destination product attribute.
Unlock a SIM Card (Managed Package): If a subscriber's SIM card gets locked, for example by entering an incorrect PIN, the subscriber can request a SIM unlock code to unlock their SIM card and reset their PIN. This workflow enables agents to verify the subscriber's ICCID and then provide the SIM unlock code as requested by the subscriber.
Update the Custom Metadata for Your Product Model (Managed Package): To enable the abstraction framework to access your product model, the custom metadata corresponding to your product model must be made available in your org. You can make your custom metadata available in your org in various ways.
UpdateCloneModify_SalesQLIsWQPR API: Updates, clones, or modifies the quote line items for a given cart ID, group ID, quote member ID, or quote ID.
Upgrade Steps: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps: You must install the Vlocity Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrading OM: Activate or Delete OMStdBundleActivationBackCompatibility: Depending on which release you've upgraded from, you must either activate or delete this bundle from the Custom Settings. If you've been directed to this page, then follow the appropriate instructions. Otherwise, you can ignore this page.
Use Assetization and Encryption Options for Product Attributes: You can set a technical product attribute as "not assetizable" so that Order Management does not store Personally Identifiable Information (PII) in OM internal technical inventory (or anywhere else on a permanent basis).
Use Custom Metadata to Represent Your Product Model (Managed Package): Using the abstraction framework requires you to accurately represent your product model by providing custom metadata in the format the framework expects. Here are a few examples of how a product and an attribute can be represented using custom metadata.
Validate Quote Line Items or Order Line Items in Enterprise Sales Management (Managed Package): Use the Validate button on the Summary page to check if any of the selected line items has a product for which the Location Dependent option is selected. If any of the selected line items are location dependent, the Validate button checks if a connection date is provided for those line items.
Verify that the OM+ Status job is scheduled: After you've verified that OM Plus is properly connected to Salesforce, ensure that two custom settings have been set properly. This job is also known as the OM + Status job.
View or Create an Orchestration Item Definition: Edit, examine, or create an orchestration item definition from the relevant Orchestration Plan Definition, or open Orchestration Item Definitions from the App launcher.
View the Order Management Custom Settings: Order Management has many custom settings that enhance the way it operates and performs. To see the list of custom settings, follow the instructions on this page.
Viewing and Updating Technical Inventory from Within Salesforce: In Order Management Plus, Fulfillment Operators and Fulfilment Designers can access, view, and update the technical inventory from within Salesforce to manually fix an account or re-synchronize the technical inventory with the commercial inventory.
Vlocity Solution in Modeling Decomposition: As a fulfillment designer, you can create a technical product to share by all products of the same class, and therefore define a single decomposition relationship once for the class instead for each commercial product.
VPL Console Action (Managed Package): This custom metadata type is used to manage the actions displayed in the Actions menu on the agent console and the subscriber workflows displayed in the customer portal. All the records in this custom metadata type have a similar set of fields. Here's how this custom metadata type is structured:
VPL Metadata Config (Managed Package): This custom metadata type is used to manage various org settings specific to Multiplay Subscription Management. Here's how these records are used in Multiplay Subscription Management.
VPLAbstractionLayerSetup (Managed Package): This custom metadata type is used to provide information about the product model to the abstraction framework. This custom metadata type is part of the managed package and can't be modified.
Where Is the Eligibility Framework Used? (Managed Package): When your Multiplay Subscription Management org is created, the eligibility framework is set up and used by default. In Multiplay Subscription Management, the following workflows call the eligibility framework Integration Procedure. In almost all these workflows, the eligibility framework is called twice. First, an initial check is performed to verify the account status and the user's role. Next, service eligibility checks or cross order checks are performed to verify if the requested action can be carried out.
Work with Groups in Enterprise Sales Management (Managed Package): A group is a named set of locations and subscribers that you can use to manage large numbers of quote line items or order line items in an enterprise quote or enterprise order. Using groups is useful when you have a large number of locations or subscribers for whom you want to place identical offers.
Workflow for amending an order: When a fulfillment operator clicks the Amend button on an order, the following things happen:
XOM Administration Panel Shows Not Configured for OM Standard: You've upgraded or installed OM, and clicked the Configure for Order Management Standard button on the XOM Administration panel. But the panel says that OM Standard is not yet configured. By changing a couple of settings, you can fix the issue and complete your OM configuration.
XOMAsyncSystemInterface: The XOMAsyncSystemInterface adapter works with an orchestration item (a callout) to communicate asynchronously with an external system. That is, the callout doesn't expect an immediate response from the external system.
XOMEnhancedSystemInterface: This integration adapter works with an orchestration item (a callout) to communicate synchronously with an external system. That is, you don't expect a delay before the external system sends the expected payload.
Test a Product Relationship: After you create a Product Relationship, you can test it by creating a new Opportunity, Order, or Quote and adding the Product to the cart.
Test for Attribute-Based Pricing at Runtime: To test attribute-based pricing, create an order and add a product to the cart that is listed in your calculation matrix. Set the attributes (or fields, if you have implemented range attribute-based pricing) as needed to trigger the attribute-based pricing.
The Product Console Interface: The Product Console provides a unified user experience to manage EPC elements in a single, contextual interface. The Product Console is a web-based application for managing the Enterprise Product Catalog.
Create Products in the Product Designer: The Product Designer is the administration application for the product catalog. It provides a unified user experience with improved efficiency and agility to launch products quickly to market. It gives both business and IT users access to all the product management capabilities they need.
Tightest Match: Products can have multiple price list entries across child price lists or in a single price list. You can use context rules to determine which price list entry to apply when the product is added to the cart.
Track Product Catalog Changes with Projects: EPC Projects track all the changes to entities in your product catalog. You can use projects as a history for change management.
Tracked Entities in EPC Projects: EPC Projects track changes to selected entities in your product catalog so that you can manage changes. You can't modify which entities are tracked in EPC Projects.
Transformation of Multiplay Offers: Communications Service Providers always need to find ways to attract new customers and retain their existing customers. One of these methods is to introduce new offers for the same services and products with more attractive prices and marketing. An existing customer who wishes to benefit from new offers and prices has the choice of migrating their plan to new offers. This involves moving from one product bundle to another, for example, migrating a mobile plan to a better mobile plan.
Translate Tabs and Labels: The process for enabling translation is to navigate to the Vlocity Product Designer (Vlocity Product console) and open the Vlocity Attribute tab/record page. Create it if it's not available. Then, get all objects from "Applicable Objects" and translate the value of each object.
Translating Freeform Text Attributes: As an administrator, you can use this feature to configure freeform text attributes as either translatable or not-translatable. This enables you to specify what product attributes are translated into other languages. In previous releases, all product attributes (string data-type attributes) were translated, regardless of whether they were freeform or picklist-enabled. As of Winter '19 release, you can configure freeform string attributes to specify if the string is translatable. For example, you might not want to translate email addresses, locations, or comments in freeform string attributes.
Translating the Industries Cart UI: You can translate the field labels, headers, and other UI elements of the Industries Cart using a custom language file.
Troubleshoot a Service in Communications Service Console: Customers can contact our service representatives for support with issues like poor signal quality, dropped calls, or slow internet speeds. The troubleshooting process guides representatives through the necessary steps to address these inquiries effectively, ensuring accurate and timely resolutions.
Troubleshooting EPC Issues in Industries CPQ: Use this guide to diagnose and resolve common EPC issues. This covers Generate Compile Data job failures, batch job errors, attribute and override issues, configuration issues, deployment issues, and performance issues.
Turn Off Level-Based Cart Refreshing: To use the Industries CPQ in LWC, you must disable the setting for the level-based approach to Cart refreshing.
Turn On Communications Sales Insights: Enable the industry-specific features so Communications Sales Insights can collect and analyze your sales metrics. This task serves as the primary setup step for Communications Sales Insights.
Types of Context Rules: In the Vlocity Product Console, you can create the following types of context rules: Qulification rules and Penalty Rules.
Understand Cart Template Contents: Accelerate quoting by using reusable cart templates that standardize complex product configurations and eliminate repetitive work.
Understanding the EPC-to-PCM Transformation Layer: The system implements a transformation layer to ensure compatibility between EPC and DRO. This layer translates product data from the EPC model into a canonical PCM format consumable by DRO. This implementation makes DRO catalog-agnostic, removing any modification of existing commercial or technical catalog data.
Unlink a Product: Remove a link between a source product and a related product when the dependency no longer applies.
Update Attributes in Bulk Invocable Action: Update product attributes across multiple quote line items in a single asynchronous request without editing each line item individually.
Update ChangesAllowed in OrderItems: When you upgrade an org to Winter ‘20 from a release prior to Communications, Media, and Energy Summer '18, the old order products do not support the same functionality because Salesforce defaults these fields to False. The Update ChangesAllowed in OrderItems job sets the IsChangesAllowed__c field value to true for all OrderItem records that belong to an order with a status of Draft.
Update Lifecycle Status: This job populates the LifecycleStatus__c field in versioned entities (Product2, ObjectType, and Picklist).
Update Prices in Bulk Invocable Action: Apply price overrides across multiple quote line items in a single asynchronous request, without editing each line item individually.
Update Products Designed in Aloha to Use the Product Console: The IsConfigurable__c flag was used differently in the Aloha interface than it is used in Product Console. To update the flag to manage products in the Vlocity Product Console, you must run the UpdateAttributeConfigurableBatchJob. The input includes a date/time. All attribute assignments created before that date are updated.
Update Root Object Field Values When Cloning: Use targetFieldUpdates to update field values on the root object in the cloned record and handle Salesforce restrictions on certain field values when cloning a record.
Update Usage Quantity in Industries CPQ Cart: You can update the usage quantity using the attribute field on the Cart line item. This procedure applies to Opportunities, Orders, and Quotes.
Update Usage Quantity of a Product Using an Attribute: The usage quantity attribute with the attribute binding configured on it enables you to update the usage quantity of an Industries Cart line item at runtime. Updating the usage quantity of a line item helps to reprice and calculate the usage total price of a product. The default usage price is always set to zero until you update the usage quantity in Industries Cart.
Upgrade Communications, Media, and Energy Applications Package to Spring '24: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Spring '24. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Upgrade Communications, Media, and Energy Applications Package to Summer '24: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Summer '24. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Upgrade Communications, Media, and Energy Applications Package to Winter '24: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Winter '24. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Upgrade Communications, Media, and Energy Applications Package to Spring '25: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Spring '25. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Upgrade Communications, Media, and Energy Applications Package to Winter '25: Use the instructions in these topics to upgrade any release of Industries CME since Winter '18 directly to Winter '25. If you’re looking for installation links for previous versions, contact Salesforce Customer Support for help.
Upgrade EPC Schema: Run these jobs to upgrade the existing product data to populate new fields that support the Product Versioning feature. The Product Versioning feature tracks versions of products, picklists, and object types. These fields must be populated and maintained regardless of whether Versioning is enabled.
Upgrade Guide for Salesforce Industries Communications, Media, and Energy: This guide includes instructions for preparing to upgrade and for upgrading Salesforce Industries Communications, Media, and Energy (CME). It includes post-installation steps for CME, Contract Lifecycle Management, and Order Management.
Upgrade Steps for Summer '23: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Spring '23: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Spring '25: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Winter '25: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Spring '24: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Summer '22: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Summer '24: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Winter '23: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade Steps for Winter '24: You must install the Industries Applications package to upgrade to the latest generally available (GA) release for an existing sandbox or production org.
Upgrade to Product Selling Period Dates: If your deployment is on an earlier release of Salesforce Industries Communications, Media, and Energy, you must upgrade to Fall '18 before you can set up your shared catalog to use product selling period dates.
Use Apex Jobs in Power Update: The DefaultPowerUpdateJobThreshold custom setting controls when an Apex job handles a Power Update operation. By default, if there are 200 or more line items, Power Update uses an Apex job. You can change the threshold for when to use an Apex job in Power Update.
Use Case Scenarios for CME - DRO: Here are advanced logic examples, which automate complex order lifecycles from initial product decomposition to mid-fulfillment amendments and asset relocation. The process ensures proper technical execution across move orders and legacy systems while synchronizing staged assetization with commercial intent. By using attribute-based rules and point-of-no-return (PONR) logic, the system makes sure that technical fulfillment remains perfectly synchronized with commercial intent.
Use Cases for Enhanced Compile Cart: Some scenarios that use variable chunking logic to optimize performance across different data volumes and complexities. By adjusting the configuration parameters, you can balance memory usage and throughput to prevent Governor Limit errors or heap pressure during compilation.
Use Communications Service Console as an Agent: Learn how your sales agents can use the Communications Service Console available in Communications Service Console to initiate customer interactions and to manage customer requests.
Use enhancedDeepClone in a Custom LWC (Managed Package): Use the enhancedDeepClone() utility function in your custom Lightning web component (LWC) to create a modifiable copy of read-only JavaScript objects. This function also supports copying objects created directly within your LWC, providing flexibility for your data manipulation tasks.
Use the Vlocity Installation Assistant: Perform the steps in this section to complete installation or upgrade tasks for CME or CLM after you have installed the managed package.
Using Generative AI Capabilities to Gain Deeper Insights into Service Level Objective Customer Queries: When customers contact you about service degradation, employ Einstein generative AI to analyze the Service Level Objective (SLO) data obtained from Data 360. For example, when usage data indicates that SLO thresholds are exceeded, Einstein can analyze the specific times and frequency of these breaches. It calculates the number of intervals where the asset was non-compliant and the percentage of time the asset’s performance didn’t meet the SLO. In cases where the customer experiences service degradation due to overuse, you can also identify opportunities to recommend plan upgrades to customers to prevent service performance issues and ensure a smoother user experience.
Validate, Price, and Submit a Multi-Site Quote or Order in Industries CPQ: After you add products to a group and create the child quotes and orders, you can validate and price the quote or order for multiple locations. You can then submit the final orders in the Group Cart. You can only validate, price, and submit multi-site quotes and orders in the Industries CPQ Cart.
Verify Permission Set Licenses in Production: After assigning your custom permission set licenses and permission set groups, verify that your users can access the apps and objects that they expect. If your users were previously using managed package licenses, ensure that they're removed from their accounts.
Verify the Document Template Picklist for CME Spring '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Verify the Document Template Picklist for CME Winter '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
View Your Managed Package Licenses: If you purchased Communications, Media or Energy Cloud before 17 May, 2022, your org is provisioned with managed package licenses. Learn how to view your managed package licenses.
View your Permission Set Licenses: Learn how to identify if the permission set license linked with a permission set is available in your org.
Versioning and EPC Entities: When you create a version of an object, commercial product, or picklist, the related entities for each are either automatically cloned or reused across the versions.
Versioning Reference Dates: For versioned products, reference dates determine which product version to use and affect the product structures. The reference dates and their use vary by object and business process. The availability of products is not based solely on the Versioning Start and End dates.
View Account Details in Communications Service Console: Get an overview of all orders, assets, contacts, and billing accounts associated with a specific account. You can also create a new case from the Account page. This helps service reps to efficiently manage B2B communications for SMB Fiber customers.
View Detailed Information About Bulk Processing Operations: You can view detailed info about each operation and the jobs that make up the operation for all of your asynchronous bulk processes by using the Async Processes tab. If an operation fails, you can also see which job caused the failure and which jobs succeeded.
View Timeline Information in Communications Service Console: A timeline shows you the key events relating to a customer in one place and acts as the single source of truth. After you verify the identity of a customer in the Communications Service Console, you can view the relevant account timeline on the Account 360 sub tab.
View Multi-Site Orders on the Account Record Page: After you create and submit a master Order, you can view the Orders and related Assets on the record page of the Account associated with the original Opportunity.
View Promotions in the Cart: The Promotions tab lists the promotions in the cart. You can change the view to display only active, expired, or canceled promotions.
View the Status of Asset-Based Orders: Bulk processing of assets uses notifications to inform you about changes to the state of a bulk processing operation. For example, when you start a bulk processing operation, you receive a notification informing you that the job has started.
View Version History and Compare Versions: To see how products and offerings have changed, you can view their version history and compare versions for additions, modifications, and deletions.
View Your Purchased Permission Set Licenses: When you purchase Communications, Media or Energy Cloud licenses, permission set licenses are automatically provisioned in your org. If you purchased Communications, Media or Energy Cloud before 17 May, 2022, you can continue to use your existing managed package licenses. In order to confirm if your org is using Permission Set Licenses please follow the steps below.
Virtual Context Scopes: Starting in Summer '18, virtual context scopes enable you to create context mappings to virtual objects. Virtual context scopes and virtual objects enable you evaluate data entered by the user at run time that is stored only in memory, such as pricing adjustment data. The Summer '18 release contains one supported virtual object, AdjustmentData, that is used for context rules for pricing adjustments.
Vlocity Cards for CPQ: Industries Cart is Industries Communications' shopping-cart UI, developed using the Vlocity Cards Framework.
CME Forecasting Extensions: CME supports and extends both of Salesforce's forecasting types: Collaborative Forecast and Customizable Forecast. The extension comes from the Industries CPQ ability to capture opportunity/quote and order information including both recurring and non-recurring revenue. You can include both of these revenue streams in forecast variables.
Vlocity Installation Assistant: To finish installing or upgrading, then configuring Vlocity, use the Vlocity Installation Assistant to guide you through all the steps that will lead you to a complete and functional product experience.
Vlocity Locale Codes: This table lists the Vlocity locale codes that you can activate for translating label names. This is an out-of-the-box list that Salesforce provides. You can activate only three locale values at a time. See Activating Vlocity Locale Code Values
Order Capture in Industries CPQ: Salesforce Industries CPQ order-capture capabilities enable you to manage the order capture flow using Industries Cart and an asset-based ordering system.
Pricing Designer: Pricing Designer is a unified user experience to create and maintain product pricing, promotions, associated pricing rules, and related pricing metadata. To make work easier for pricing design staff, it focuses on the EPC features they need.
Support for TM Forum Frameworx: Telecommunication service providers and operators and service providers in other verticals are facing challenges when producing and deploying new products or upgrading existing products. The time-to-market is very slow because of the complexity and volume involved in the enterprise catalog.
Workaround for Non-Working Actions in Industries CPQ in LWC: Some actions (Amendment History and Status Notifications) require a namespace definition to work properly. To make these actions work, include the namespace within the action's target URL. After this edit, the datapack system tokenizes the namespace so that the action's URL works across deployments.
Communications Cloud Learning Journeys: Learning journeys guide you to the best learning content to get you skilled up and ready to succeed in your implementation projects. Learning journeys are organized by cloud and by role, and include a mix of Trailhead modules, projects, trails, trailmixes, superbadges, and certifications as well as Trailhead Academy classes.
Components of Identity Verification: Identity verification relies on identity verification objects and identity verification flows. Identity verification also needs one of the three objects—Engagement Interaction, Messaging Session, or Voice Call—along with the Engagement Attendee and Engagement Topic objects.
Additional Line Item Fields: The Additional Line Item Fields customization in Industries CPQ (Configure, Price, Quote) adds fields to the Products in Cart section, providing sales representatives with detailed product information for a more informative cart view.
Einstein Relationship Insights for Admins: Einstein Relationship Insights, built on the Salesforce platform, offers an AI-powered search and discovery tool that accelerates your research and discovery. Einstein Relationship Insights learns about your interests and uses that information to find relevant content by exploring the web and your internal data repositories.
Set Up Actionable Relationship Center with Einstein Relationship Insights: You can integrate Einstein Relationship Insights with Actionable Relationship Center (ARC) for your users to see potentially related existing and new records within ARC. Your users can also create account and person records and Account-Contact and Contact-Contact relationships in ARC for the new records.
What's the Difference Between Batch Management and Batch Apex?: Batch Apex requires admins or developers in your Salesforce org to write lines of code to automate the processing of large volumes of records. Conversely, Batch Management doesn't require a single line of code. It can be set up and maintained with only a few clicks in your org's user interface. Batch Management also helps you to monitor the batch jobs. Batch Management allows you to run multiple batch jobs as part of one scheduled flow.
Delete Closed Cases Using Batch Management (Example): Thousands of cases get resolved and closed each week. Many admins want to automatically delete cases weekly based on case priority. In this example, we design a flow that automatically deletes closed cases. A batch job is created to select the case records and drive the business flow. Another flow is created to schedule the batch job to run each week.
What Happens if I Modify or Delete an Object Associated with a Batch Job?: If the associated object name or object field names are modified or deleted, the batch job fails. Delete the batch job and then create another batch job and specify the new or updated object. Or your admin can use the Metadata API to update the batch job definition for the object.
Key Batch Management Terms: Review the key terms that you come across while working with Batch Management.
Batch Management: Batch Management helps companies optimize business processes that handle a high volume of standard and custom object records. Batch jobs run business processes configured in Salesforce Flow and business processes shipped or supported by other Salesforce products. Instead of handling all records at once, batch jobs execute processes in parts by using record subsets. Use scheduled flows to automate batch job runs and track their status in Monitor Workflow Services.
Resume a Flow After a Batch Management Job Is Run: You can design a flow that has elements that are dependent on the results of a Batch Management job that's run in the same flow. The flow can be paused using a Wait element when the job is running and resumed after the run is complete.
Connect with Salesforce Files: Connect with Salesforce Files so that your sales reps can explore the documents in Salesforce Files, including the files in Chatter feeds and comments, records, and libraries. Discover more connections and build a network of people and companies by exploring documents in Salesforce Files. View the notes captured by interaction summaries and expand the scope of your relationship recommendations.
Outcomes of Connecting Salesforce Files as a Content Source: Discover people and company relationships by exploring documents in Salesforce Files. Salesforce Files includes the files that are in Chatter feeds and comments, records, and libraries.
Outcomes of Connecting Slack as a Content Source: Identify prospective customers and business opportunities, and build a network of people and companies by using various types of Slack content. After you connect Einstein with Slack as a content source, Einstein explores Slack attachments to discover relationships between people and companies.
Types of KPIs: Define different types of KPIs depending on how you plan to use them. Use KPIs to read stored measures from CG Cloud Processing as input, calculate KPIs with formulas, enter KPI values manually, or use KPIs to validate other KPIs.
Decision Explainer: Decision Explainer is a service that provides insights into why a business rule generated a specific result.
Decision Table: Define business rules and let decision tables decide the outcome. Decision tables read business rules and decide the outcome for records in your Salesforce org or for the values that you specify. A decision table can read up to 100,000 business rules and provide outputs based on your requirements.
Business Rule Grouping: Group your business rules with a frequently used input field to reduce the number of rows to process. Grouping splits your business rules into multiple groups and evaluates only the required group.
Refresh a Decision Table: To meet evolving business requirements, you add, update, or remove business rules that the decision table reads. If you update the object or the custom metadata type that contain the rules, refresh the decision table to ensure that the outcomes are based on the latest rules.
Business Rules: Decision tables provide outcomes based on business rules. Rules are defined as records in a standard object, custom object, or a custom metadata type. A decision table can read up to 100,000 rules.
Invoke a Decision Table: After a decision table is activated, invoke the decision table in a flow to provide outcomes. You can invoke a decision table based either on a schedule or on your company's requirements.
Understand How Outcome Sorting Works: When creating a decision table, you can specify a sort order for the outcomes based on the values of either an input or an output sort by field. Outcomes are finally sorted based on the value of the sort by field in the outcome’s record and the sort order.
Set Up Einstein Relationship Insights: To enable your sales team to use Einstein Relationship Insights, configure the objects and records that track relationships between people, companies, or people and companies.
Location of Hyperforce Instance: Einstein Relationship Insights is supported by a single USA1-DF1 instance that’s hosted on Salesforce-managed Hyperforce Infrastructure in the AWS US East region.
Einstein Relationship Insights Objects: With Einstein Relationship Insights, you can explore people and company relationships to view related records and also create Salesforce records.
Einstein Relationship Insights Browser Extension: Use the Einstein Relationship Insights browser extension to track Salesforce context across your browser windows. Einstein identifies people and companies of interest and highlights them so you can create new and view existing Salesforce records right from the web page.
Explore Relationships in List View and Graph View: Use Einstein Relationship Insights to explore people and companies related to your prospects. By using the explored relationships, connect with decision makers faster, communicate effectively, and find warm intros to secure deals.
Understand Relationships in Actionable Relationship Center (ARC): ARC helps users understand relationships among people and businesses by presenting them in a convenient and interactive display component. If your admin has integrated ARC with Einstein Relationship Insights, you can do more with relationships.
Graph View: In addition to the list view, you can view Einstein’s recommended relationships in a relationship graph.
Manage Evidence for Relationships: Einstein displays evidence documents for every relationship recommendation so that you can determine the nature of the relationship. Keep the relationship recommendations that you want and dismiss any that aren’t useful or accurate.
Manage Relationship Recommendations: Use records to explore more relationships between the person and company objects. You can view, create, and delete records from Einstein relationship recommendations. View structured, recommended, or both relationships, based on the filter that you select. If you’re an Einstein Activity Capture user, see a connection path that shows how you’re connected to the record you’re viewing.
Use Keywords to Search for Evidence: Enter keyword queries in the search field to quickly search for supporting documents. The search results include web pages that are explored on your behalf, web pages that you’ve invited Einstein to view, and documents from content sources you’ve connected to Einstein Relationship Insights.
Einstein Relationship Insights for Basic, Growth, and Starter Users: Explore interconnected relationships between people and companies on the web with person record, or company record objects. Einstein Relationship Insights helps discover critical relationships by exploring disparate data sources, from unstructured web pages and structured information like Salesforce records.
List View: By default, Einstein displays recommended relationships as a list of cards.
Measure Your Business’ Performance with KPIs: Key Performance Indicators (KPIs) measure promotion and account plan performance using monetary, volume, and percentage values. Configure KPI definitions, sets, and subsets to control how KPIs are calculated, grouped, and displayed to key account managers.
Best Practices for Designing KPIs: Before creating KPIs, plan how each one fits with existing KPIs, integrations, and org limits, and decide where real-time reporting KPIs are written back and read from to keep values current.
Important KPI Settings: To ensure that KPIs are calculated correctly and show accurate figures, define KPIs with appropriate settings. For example, KPIs that are meant for planning, add the KPIs to Plan KPI Set, and define the object scope for the set as Account.
Can I Schedule Multiple Batch Jobs Using a Single Scheduled Flow?: Yes, you can create a single flow and associate multiple batch jobs with it. Each batch job can run independently or based on the results of a previous batch job in the same flow. A flow can't run multiple batch jobs simultaneously. Use the Wait element in the flow to run one batch job at a time.
Examples: Promotion Border Correction: Worked examples showing how promotion border correction calculates read values from the weekly and monthly Promotion Measure Result tables, including a year-offset scenario.
Referencing Variables: Depending on the scope of a KPI, you can reference a promotion or a tactic variable in a formula.
Example: Referencing Variables: Depending on the scope of a KPI, you can reference a promotion or a tactic variable in a formula.
Example: Referencing Other KPIs of Different Granularity: For some KPIs, you can reference the aggregated value of another KPI, for example, when calculating the percentage of volume of the current tactic that is contributed by the current product.
KPI Configuration Updates: When you change a KPI set or its KPI definitions, trigger UPDATE_KPI_SET to regenerate the calculation configuration and sync it to the CG Cloud Processing Service.
Batch Management Workflows: Batch Management has two distinct workflows: configuring a batch job for a business process and the automated workflow of batch job runs. Review the steps involved in each workflow for an overview of how to work with Batch Management.
Show Real-Time Predictions and Next Best Action Recommendations by Using AI Accelerator: Show prediction scores, suggestions and insights about prediction scores, and Next Best Action recommendations for your batch and real-time use cases by creating an AI Accelerator use case. Customize the configuration of the AI Accelerator use case by defining your own feature extraction settings and Einstein Discovery model. You can create an AI Accelerator use case only if you’ve trained and deployed the model for a template configuration.
Show Real-Time Predictions and Next Best Action Recommendations by Using AI Accelerator: Show prediction scores, suggestions and insights about prediction scores, and Next Best Action recommendations for your batch and real-time use cases by creating an AI Accelerator use case. Customize the configuration of the AI Accelerator use case by defining your own feature extraction settings and Einstein Discovery model. You can create an AI Accelerator use case only if you’ve trained and deployed the model for a template configuration.
Provide Appointment Statuses and Status Categories: Enable users to track the status of their appointments with customized statuses and status categories. You can add status values that are meaningful to your organization in the Status Values Picklist. Map the picklist vales to status categories to help users manage their appointments better.
Configure Button Visibility Settings: In the Consumer Goods Cloud offline mobile app, create a business logic method to display the button that launches the third-party app. This method ensures that sales reps can view the button on the UI when they log in to the app.
Configure Companion Org to Use Data Cloud One Actionable Lists: Set up your Companion Org to leverage the power of Data Cloud One Actionable Lists. Companion org users gain the ability to use these lists for segmentation and action. To enable this, administrators must first activate Data Pipelines and Actionable Segmentation in Setup. By assigning the appropriate licenses and permissions, you enable users in the companion org to access and utilize segments defined in Data Cloud One, empowering them with actionable customer data.
Configure Data Processing Engine Definition: Create a Data Processing Engine (DPE) definition, add DPE nodes and input variables to the DPE definition. Then, activate the DPE definition to use it for the advanced CSV import feature.
Select Input Features to Get Accurate Predictions: An input feature is a field value that can influence prediction. You can select input features from a CRM Analytics dataset, a predefined set of fields, or from the object that you selected for training and scoring.
Select Input Features to Get Accurate Predictions: An input feature is a field value that can influence prediction. Your features can be account fields, CRM Analytics predefined fields, or fields from the Data Cloud data model object that you’ve selected for training and scoring.
Configure Identifier Records for External Scheduling: Identifier records map provider, patient, facility, and asset records in Health Cloud to corresponding records in an external scheduling system, such as an electronic health record (EHR) system.
Configure Mapping with a Relies On Relationship: If a commercial product relies on another, you can use the Related Product option to map attributes from that relied on product to a technical product.
Add National Provider Identifiers: Intelligent Appointment Management uses a numeric ID to specify a practitioner or facility. In the US, this ID is the National Provider Identifier (NPI), but you can substitute the ID used in your country or region. To record a provider’s ID, create a Healthcare Provider NPI record.
Configure Operating Hours for Providers and Facilities: Configure operating hours for providers and facilities to use when scheduling appointments in Intelligent Appointment Management. If you track work hours by using shifts in Salesforce Scheduler, you can leave operating hours in service territory members and work types blank.
Select a Prediction Duration and Historical Datasets: You can generate prediction of an event happening during a specific time period. The model determines historical trends based on the datasets that you provide.
Configure Pricing Elements: Pricing elements are the building blocks of a pricing procedure. A new pricing procedure is always blank, and each added element forms a step in the pricing procedure. Use the pricing elements available to form logical steps in the pricing procedure.
Configure Relies On Scope: Assign the Relies On scope to a technical product, then in an order, create an Order Product Relationship between the commercial products that decompose to that technical product.
Define the Target for the Prediction: Define the variable to use as your model’s primary focus for analysis and predictions. The scoring model uncovers relationships between the input features and your target variable, and provides insights about maximizing or minimizing your target variable.
Define the Target for the Prediction: Define the variable that you want to use as your model’s primary focus for analysis and predictions. Select conditions based on the fields from the object or the data model object with additional features. The scoring model uncovers relationships between the input features and your target variable, and provides insights into maximizing or minimizing your target variable.
Configure the Launch Button Click Event: In the Modeler workspace, create an event handler to handle the maps app launch button click event. The Google Maps app opens when a sales rep taps the launch button on a product display record page in the Consumer Goods Cloud offline mobile app. This UI action is known as an event.
Configure the Event Handler: Create an event handler in the MyDisplay_DisplayDetailsProcess.processflow.xml contract to handle the print PDF event. An event handler is a callback routine that dictates the action that follows an event. For example, to see a PDF report, a sales rep taps the Print PDF button on the Consumer Goods offline app. Here, the button-tapping action is an event, and the generation of PDF report is an event handler.
Configure the PrintV2 Action: Create an action named PrintV2 in the MyDisplay_DisplayDetailsProcess.processflow.xml contract to trigger PDF report generation in the Consumer Goods offline mobile app.
Filter Your Training and Scoring Datasets: Focus your predictions on a specific subset of the object data by defining filter conditions. Get more useful predictions by excluding records irrelevant to your prediction. Ensure that you have sufficient records in your training and scoring datasets by counting the records. Filtering is optional. You can use the complete dataset for training and scoring.
Configure Visit Types: Create visit types (also known as appointment templates) to help users view appointment availability for relevant providers and assets. For example, to schedule preventative care appointments with providers, create a visit type such as Annual Check Up. Or to schedule imaging scans, create a visit type such as MRI Imaging. To set up a visit type, create a work type record.
Store Predictions in Records: View your generated predictions contextually by storing them in records. To write back a prediction, select a preconfigured output connector and then select an object and field to store the prediction. You can write back predictions only if you’ve trained and deployed the model for a template configuration.
Connect Salesforce And Anypoint Platform Using Tenant Relationship: Establish a tenant relationship between your Anypoint Platform and Salesforce organization, and then turn on MuleSoft Direct capability supported in the Salesforce organization. Accept terms and conditions on the MuleSoft Direct setup page to view and deploy available integrations assets for your cloud.
Considerations for Preparing a CSV File for Upload: Let’s look at the prerequisites and considerations to prepare your CSV file. Ensure that the file complies with the specified format to make sure that your CSV upload goes smoothly and that all the data is added or updated successfully.
Considerations for Migrating Expression Sets: Generally, expression sets are migrated to production orgs after they’re tested in the development and staging sandbox orgs, and verified to work as expected. Expression sets can contain references to dependent elements such as decision matrices, decision tables, subexpressions, context definitions, field and object aliases, and explainability message templates.
Considerations for Migrating Calculation Matrices and Procedures: Before you migrate your calculation matrices and calculation procedures as decision matrices and expression sets respectively, review these migration recommendations and the post-migration behavior of these components.
Build Your Revenue Management Implementation Team: Success requires you to have the right people at the table when you prepare, plan, and implement Revenue Management (formerly Revenue Cloud) for your business. Learn what job roles and areas of knowledge are important to grow and maintain within your organization.
Data Consumption Framework: With Data Consumption Framework, your agents can access complete and current data from external systems without leaving Salesforce. The framework enhances the Continuations framework in FlexCards and OmniScripts by providing them with integration definition capabilities for better real-time performance. In addition, agents can use the framework to initiate asynchronous flows that call APIs at scale to support more simultaneous users.
Create and Map Context Definitions: Define the context structure in which you want to determine the parameters for Integration Orchestration. The data from the context service is mapped as inputs to the Business Rules Engine (BRE).
Create an Integration Definition: To connect Salesforce with an external system, create integration definitions. APIs work with the integration definitions to perform operations in both Salesforce and the external system. You can create Apex, External Services, or Standard integration definitions.
Integration Orchestration: Integration Orchestration is a framework that helps you create integration callout plans and run them. Integration Orchestration employs advanced decision-making processes by using context service with Business Rules Engine to generate the integration plan.
Process Integration Provider Interface: The ProcessIntegrationProvider interface specifies two methods that you must implement before you create an integration definition.
Create a Process Type Integration: A Process type integration runs a Salesforce Flow that’s initiated by an agent and can be completed while the agent performs other tasks.
Service Integration Provider Interface: The ServiceIntegrationProvider interface specifies three methods that you must implement before you create an integration definition.
Create a Service Type Integration: Service type integrations enable Salesforce to communicate with your external system while your agent waits.
Add Medication Information to the Patient Card in the Contact Center: Use the advanced patient card to quickly view critical information about the member’s health, including medications, health conditions, allergies, immunizations, and more. You can also create Medication Request, Health Condition, Allergy, and Immunization records right from the patient card.
Launch a Quick Action in the Contact Center: Deploy a pre-configured action, such as adding a patient medication or creating a program enrollment, from the Action Launcher. Simply click an action and add record details as needed.
Create Knowledge Articles in the Contact Center: View, consult, and create knowledge articles, frequently asked questions, and how-to topics from the Contact Center. Configure knowledge articles and add links to important documents that provide crucial information for the contact center agent.
Receive Calls from Members Through Open CTI Softphone: Open Computer Telephony Integration (CTI) incorporates a telephony system with Salesforce, allowing you to easily answer members’ calls from your contact center.
Review Alerts in the Contact Center: Record Alerts provide notifications about record changes that require your immediate attention. For example, an alert for checking in with a member during their upcoming benefit enrollment window.
Track Interaction Events on the Contact Center’s Timeline: The enhanced timeline helps you visualize interactions that occur between the member and the contact center agent or service agent. See details of topics discussed and when case records are created or updated.
View the Status of Engagement in the Contact Center: See a visual representation of how a member engagement is progressing, and mark each stage as complete to move on to the next one. You can also update records in each stage.
Contact Prospects: You can call a prospect directly from the record in Outreach List and increase the chance of converting them into a customer.
Context Service: Simplify the sharing and consumption of business application data using Context Service. Acting as a generic module, Context Service forms a layer between applications and procedures, enabling easy retrieval and use of data across various industry clouds at every step of the process.
Activate a Context Definition: To start using the context definition, you must first activate it. After it’s activated, your consuming application can execute various procedures using context definitions.
Add Context Mapping: To make sure that your nodes and attributes are updated with the right input data, Salesforce objects, or context definition objects, create a mapping structure for your context definition.
Object Field Data Types Mapping to Attribute Data Types: When you map nodes and attributes in a context definition to their source data using a mapping structure, you can map the fields only when the data type of the attribute matches with the supported data type of the object's field.
Clone a Context Definition: When you create a context definition, manually entering attributes and tags can be time-consuming, especially if your node has several attributes. To save time, clone an existing context definition and modify it based on your requirements. When cloning an extended context definition, you can also preserve the inheritance to the parent context definition.
Clone a Context Mapping: Save time and reduce manual effort by reusing existing mappings in context definition setup. Simplify the mapping by cloning context mappings for standard objects, context definition objects, data model objects, or any other input data source.
Context Definitions: Context definitions ensure efficient data access at every step of the process. A context definition defines the relationship between the nodes and the attributes within each node. Your users can use nodes and attributes to easily access the relevant data from the mapped data source. Various Salesforce products offer predefined context definitions based on their use case.
Migrate Context Definitions: Create context definitions and add individually or as a bundle into a single package. To migrate, deploy and use the package in another organization. Context definition packages make your custom objects and fields portable across organizations.
Context Filters with Custom Filter Logic: Retrieve precise, relevant, and dynamic data from your context definitions. Customize filters for your context definitions without modifying code.
Create a Context Filter with Custom Filter Logic: Filter and sort your contextual data with Context Filters. Build a context filter that combines conditions with a custom expression. Define your conditions, switch the filter to custom logic, and enter an expression that references each condition by its row number.
Create a Context Definition: Create a context definition by choosing nodes, defining their relationship, adding attributes, and applying context tags.
Extend a Context Definition: Extend a standard definition from which you want to inherit all the standard components such as nodes, attributes, and mappings. Customize the extended definition by adding new components. Use the Sync Now option to instantly upgrade the standard components to their latest version.
Context Service Flow Example: To begin using Context Service, set up the system to supply relevant data required by the procedure at both design time and run time.
Deploy a Context Definition Package to Target Organization: Use Package Manager to build custom packages with selected context definitions. After you upload the package, the installation URL is available in Version Detail. The installation URL prompts the user to log in to the subscriber org and then enables them to install the package in any org and enable it when ready.
Key Terms in Context Service: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Context Service admins, designers, and developers a clear and consistent understanding of concepts to navigate the Context Service landscape.
Learn and Explore Context Service: Learn how Context Service can help your users consume data for their business applications. Understand its core features and learn how to use Context Service with an application.
Context Service Limits: When you create and use context definitions within Context Service, adhere to the Salesforce org limits.
Map Context Definitions: After you create a context definition, define where the data is fetched from. Mapping data must be fetched from a data source for both the node and the attribute levels of the context definition.
Map to a Custom Data Space: For extended context definitions, switch mapped Data Model Objects (DMOs) from the default Data Space to corresponding DMOs in a custom Data Space in your org.
Mapping Intent Types: Context mapping connects your context structure (a logical data model) with real data. Mapping Intent specifies what you intend to do with this context mapping.
Mapping Types: Mapping types specify where to retrieve data for your context definitions. You can map all context definitions to a source object. The source object can be a standard object, data model object, context definition object, or any other input data source that you choose. Map your definition automatically or manually.
Permissions for Context Service Users: You can create and manage context definitions easily and efficiently by using permission set licenses assigned to your users. Permissions are added to specific user personas to complete work assigned to their role. System admin users have default access to Context Service without requiring any specific permission set licenses.
Prepare a Context Definition Package from Source Organization: Create a new package with your context definitions, or upload an existing package with their associated context definitions to reuse them in other organizations. When creating a context definition package, the custom objects and fields associated with the context definition are automatically included in the package.
Upgrade a Context Definition: Extended context definitions are auto-upgraded to their latest version. When an extended definition is out of sync with the standard definition, use the Sync Now option to instantly upgrade the standard components to their latest version. Easily track the progress of the sync by checking the sync status.
View, Edit, Clone, Delete a Context Filter: View filter conditions and sort order details of a filter in a standard context definition. Edit or clone filters from a custom context definition to iterate over existing filter conditions and sort order details. Delete unnecessary filters from the Filter list in your customer context definition.
View, Edit, and Delete Saved Context Definitions: Extend or clone a standard definition, or clone a custom definition and modify it to meet your requirements. All your context definitions are listed on the Context Definitions page, under the Custom Definitions and Standard Definitions tabs. The Custom Definitions tab shows the definitions created by the customer, and the Standard Definitions tab shows the definitions available with the product.
Create a Catalog in Unified Catalog: Create catalogs to organize product offerings by type, purpose, or time period. Add categories to arrange products in a hierarchy within each catalog.
Create a Cockpit Card to Show the Competitor Rate Chart: The Competitor Rate chart on the Your Day screen of the CG offline mobile app shows the percentage of competitor products from the displayed products in a store. In the Modeler workspace, integrate the UIPluginV2 contract into the cockpit card to show the Competitor Rate chart.
Create a Decision Table: Create decision tables to read business rules and use the matching results in expression sets or flows. When you create a decision table, you can set the volume and complexity required for the table to match your data and business needs. You can define the source data for your decision tables as a combination of source objects and related objects, or a CSV file. You can also use ready-to-use, industry-based templates to quickly create a decision table.
Create a Filtered List for Product Displays: Create filtered lists in print layout to show the product displays of manufacturer and competitors in a store. You can see details, such as the name and description of the products, and the number of competitor displays.
Create a Flow Using the Verify Caller Identity Flow Template: To use your custom identity verification process configuration, use the Verify Caller Identity flow template to create a flow and specify the Identity Verification Process Definition record name as the value of the IdVerfProcessDefinition constant.
Create a Flow Using the Verify Customer Identity V2 Flow Template: Create a custom identity verification process configuration using the Verify Customer Identity V2 flow template. Specify the names of the relevant Identity Verification Process Definition and Identity Verification Process Detail records as the values of the IdVerfProcessDefinition and the IdVerfProcessDetail constants.
Create a Linear Relationship: Linear relationships provide a simpler and more flexible ordering experience. For example, product admins can set the relationship type to Relies On to create connections between devices and/or add-ons and a plan, allowing sales agents to easily link them.
Create a Standard Decision Matrix by Using a CSV File: Use a CSV file to create decision matrices, especially if you're dealing with sizable data, and save the time and effort of manually creating column headers and adding row data.
Create a Named Credential for Scheduling: Create a named credential for your back-end scheduling system. You can use the same named credential for both an external scheduling system and Salesforce Scheduler.
Create a Version of a Standard Decision Matrix: Creating a version of an existing decision matrix is quicker than creating a matrix from nothing. You can create a new version from a matrix version that has at least one input and one output columns.
Considerations for Creating a PDF Report: Configure the print layout of PDF reports and print engine settings in Visual Studio Code-based Modeler. The Consumer Goods offline mobile app framework uses these settings to generate PDF reports. Sales reps and sales managers use PDF reports to share important sales information.
Create a PrintLayoutV2 Contract: To show PDF reports in the Consumer Goods offline mobile app and to print those reports, create a PrintLayoutV2 contract in Visual Studio Code-based Modeler .
Create a Custom Permission Set: A Salesforce org that has Business Rules Engine comes with a Rule Engine Designer permission set. If you want to create custom permission sets, clone and then modify the Rule Engine Designer permission set. For example, you can create a read-only permission set for users to only view and run but not create, edit, or delete expression sets.
Create a Screen Flow-Based Bulk Action: To perform actions on multiple prospects in the Actionable List Members component, you can create a screen flow-based bulk action.
Create Service Resources for Providers and Assets: For provider scheduling, create service resource records to represent providers. For asset scheduling, create service resources to represent assets. You can then associate these resources with territories and visit types.
Create Service Territories for Facilities and Assets: Create a service territory to represent a facility where work is performed. For example, you can represent a hospital as a service territory. Later, you can assign providers who practice at that hospital as service territory members.
Create a Standard Decision Matrix Manually: If a decision matrix has only a few rows of data, creating the matrix manually is easier. When you create a decision matrix, the matrix's first version is created by default.
Create a Table for the Current Display Fields: Create a table in the print layout to show the current display products in a store. You can see details, such as the name and description of the products, the customer, the type, and the competitor.
Create a CRM Analytics App for Attendance Prediction: To provide predictions for appointment management, you need a CRM Analytics App. This app is where Einstein calculates the patient’s likelihood to attend.
Create a UI Plugin to Show Charts: Create a Competitor Rate custom report on the CG offline mobile app to show the competitor rate of the available displays in a store. Configure the JavaScript implementation of the UIPluginV2 contract to define the properties, labels, libraries, HTML, and CSS.
Create an Action Launcher Deployment: Create a deployment that includes the component settings for the Action Launcher component. The settings determine the actions, such as flows, flow orchestrations, Omniscripts, and quick actions, which users can initiate from the Action Launcher search results. The Action Launcher component includes RecordAction junction objects, which associate an action with the parent record.
Create an Ad Server: Create an ad server for your external ad server, to enable MuleSoft to communicate between Advertising Sales Management and your external ad server.
Create an Assessment with Discovery Framework: Create an assessment form using the OmniScript designer in the OmniStudio app. The Assessment component shows assessments that you create using the Discovery Framework.
Create an Identity Verification Flow: Create a flow using the Verify Caller Identity, the Verify Customer Identity V2, or the Verify Customer Identity Base V2 flow template.
Create an OmniScript-Based Bulk Action: To perform actions on multiple prospects in the Actionable List Members component, create an OmniScript-based bulk action.
Create and Configure Your Expression Set Version: When you create an expression set, the first version is created automatically and suffixed with V1. An expression set version is a blank and usable version of your expression set. Configure variables and constants in your expression set and then create steps that call decision matrices or decision tables and perform calculations or evaluate conditions.
Create Application Subtype Definitions: Create application subtype definitions to define the types of applications used in your Decision Explainer entities.
Create Appointment Modes: An appointment scheduled with a provider or with an asset such as a clinic can take place over phone, video, or in person. Add appointment modes to the Default Appointment Type field in the Work Type object if you use an external scheduling system or you use operatng hours in Salesforce Scheduler. If you use shifts in Salesforce Scheduler, skip this task and use engagement channels instead.
Create Bulk Action Configurations: Improve the productivity of your list creators by creating bulk action configurations that integrate with actionable lists and provide your list creators with easily accessible and relevant bulk actions on Bulk Action Panel. You can include Lightning Web Component actions, OmniScripts, and screen type flows in a bulk action configuration.
Create Action Plans by Using Prebuilt Bulk Action: List creators can generate action plans for multiple actionable list members and assign action items to various colleagues as defined in the action plan template.
Create a Care Plan in Salesforce Classic: In Salesforce Classic, you create a care plan in three separate steps. First, you create a case record for your care plan. Then you add a care team to this case record. And then finally, you create problems, goals, and tasks for your care plan.
Create a Care Plan in Lightning Experience: In Lightning Experience, you create a care plan in a single flow. You create the case record, apply any templates you want, and add your care team, all in the same place.
Create Custom Key Performance Indicators: Help list creators gain customized insights into actionable lists by creating custom key performance indicators (KPIs). List creators can add the custom KPIs to KPI Bar.
Create Experience Cloud Site Guest User Sharing Rules for Discovery Framework: Create guest user sharing rules that allow anonymous guest users access to Omnistudio and Discovery Framework content on your Experience Cloud site. A guest user sharing rule is a criteria-based sharing rule that grants read-only access to unauthenticated guest users.
Create an Explainability Message Template: Explainability message templates store explanation messages, and can be referenced in an expression set version step to explain the step’s result. You can use expression set message tokens in your message templates as placeholders for expression set version resources. Rule designers can then map the tokens to the resources from the expression set version where the template is used. When the expression set runs, the explanations dynamically show the values of the mapped resources.
Create Grouped Decision Matrices: You can create a decision matrix that groups rows in versions based on a group key and, if necessary, a sub group key. Versions in a grouped decision matrix can have different start date time values. When a grouped matrix is invoked, the group or subgroup keys are considered like input variables, for which you must provide values for lookup.
Connect Healthcare Practitioners with Facilities: Define the relationship between a practitioner and a facility or organization by creating a healthcare practitioner facility record to represent the set of services that a practitioner provides at that facility or for that organization.
Live Reports and Communication with Third-Party Apps: Build and show charts on the Consumer Goods offline mobile app by using UIPluginV2 controls in Visual Studio Code-based Modeler. Also, create buttons that open other allowlisted apps from the offline mobile app.
Create Usage-Based Products: Evaluate and select the appropriate usage model type for creating a sellable product.
Set Up Access for Revenue Management: Learn how to create and manage Revenue Management users and assign them appropriate profiles and permission sets tailored to their job roles.
Create Real-Time Reports: Create the RTR report configuration so the agent can read measure values.
Integration User for Salesforce Files: Create an integration user that searches for documents on Salesforce Files and syncs Salesforce Files with the Einstein Relationship Insights-enabled org.
Create Source Field Aliases: You can use only object fields that have field aliases as variables in expression sets. Create field aliases from Setup. When you create a field alias, you can group the alias under an existing object alias, or create an object alias and then add the field alias.
Create Standard Decision Matrices: You can create a standard decision matrix by uploading a CSV file, by creating a version of an existing matrix, or manually.
Create a CRM Analytics Template Configuration: Create a CRM Analytics template configuration to generate prediction scores for your use case. The template configuration creates a CRM Analytics app, an Einstein Discovery model, and preconfigured recipes based on the settings defined in the template configuration.
Create a Data Cloud Template Configuration: Create a Data Cloud template configuration to generate prediction scores for your use case. The template configuration creates a Data Cloud app, an Einstein Discovery model, and preconfigured recipes based on the settings defined in the template configuration.
Create and Configure a Grouped Decision Matrix: When you create a grouped decision matrix, the first grouped version is created by default. This version has the same name as the matrix, but is suffixed with V1. Edit the name to give the version a descriptive name, and add a group key or a sub group key value. When you configure the first version of a grouped decision matrix, you also specify the column headers for all versions. You can’t create other group versions before creating the column headers in the first version.
Create and Configure Subsequent Versions of the Grouped Decision Matrix: After creating a grouped decision matrix and configuring the matrix's first version, you can create subsequent versions with different key or subgroup key values and varying row data. You can't create column headers for subsequent versions of a grouped decision matrix because column headers are inherited from the first version.
Create Topic: Visit Management: The Visit Management topic uses the Schedule Visits action to manage visits for an account.
Create Work Type Code Set Bundles for Scheduling: When you set up Intelligent Appointment Management, work type code set bundles map visit types to code set bundles, which describe the work in the scheduling system.
Evaluate Clients and Identify Risks by Using Screening Assessments: Gain a better understanding of a client’s risk using screening assessments. Assessments are useful tools that help you determine the behavioral state of a client. They help you decide which treatments and services are most suitable for them. They also help identify warning signs and the strategies clients can adopt to cope with a crisis.
Create Knowledge Articles for Clients in Crisis Support Center Management: Support your clients by sharing relevant articles, how-tos, and FAQs that you found or created in the Knowledge component. For example, a client suffering from anxiety and stress may benefit from a Knowledge article that discusses how to cope with anxiety attacks.
Find Provider Details in Crisis Support Center Management: Use the Provider Search component to search for healthcare providers based on criteria such as location and specialty. Then, select up to 50 provider records to share in an email or document, or generate a PDF report.
Use Crisis Support Center Management: Providing compassionate support services to clients experiencing mental and behavioral health crises means more than just knowing what to do and say. It’s also about having the right tools to deliver the care and support the clients need as quickly as possible. Crisis Support Center Management empowers you with tools that help build a deeper rapport with a client, gain a better understanding of their mental and behavioral state, and provide timely crisis support services.
Use the Intake Flow to Capture Client Details: When you accept a call or incoming messaging requests in the Crisis Support Center Management app, use the client intake flow to quickly enter basic client details.
Add the Criteria-Based Search and Filter Component to Screen Flows: Embed the Criteria-Based Search and Filter component into guided Screen Flow processes. Users can search and filter records mid-flow, select one or more results, and pass the selected record IDs to subsequent flow steps for downstream processing, record creation, or automation.
Criteria-Based Search and Filter: Use Criteria-Based Search and Filter to design a search experience for your users. You can configure a search based on a single object that unifies complex sets of data, such as inventory and aggregated customer information that’s otherwise spread across multiple objects and fields. Criteria-Based Search and Filter can be customized to meet varied business requirements.
Set Up Search Actions in Criteria-Based Search and Filter: Define the actions that users can take on search results. Create actions and set up prebuilt actions for your search configurations. Users can select multiple search results and apply an action from the Criteria-Based Search and Filter component.
Set Up the Copy Records and Create Report Search Actions: Give users the ability to save and share search result details. Internal users and Experience Cloud users can copy data directly from search results. Internal users can also create a report directly from search results.
Create a Search Action: Configure flows, Lightning web components, or Omniscripts as actions.
Add the Criteria-Based Search and Filter Component to a Page: Add the Criteria-Based Search and Filter component to any standard or custom Lightning page, or embed it in a Screen Flow for guided multi-step processes. Users can use the component to search for records by multiple criteria, view and aggregate the results, and then take actions on the results.
Add the Criteria-Based Search and Filter Component to an Experience Cloud Site: Enrich the search experience for customers and business partners. Give authenticated and guest users the ability to search for records by multiple criteria, view detailed results, aggregate or filter the results, and select multiple records at once to take bulk actions. Add style to your search page by applying a theme with fonts and colors that match your site design or brand.
Configure a Searchable Object: Use a searchable object to convert disparate pieces of data into a single searchable format. You can select a Data Processing Engine definition to transform the pieces of information across multiple objects and fields and populate the searchable object with the consolidated data. You can also map fields from source objects to fields on the searchable object to create picklists and hyperlinks that improve the search experience.
Set Up Criteria-Based Search and Filter: Turn on settings for Criteria-Based Search and Filter. Define the search criteria and parameters to build a search experience, and define the types of actions that users can take on search results. Configure the searchable object, and use a Data Processing Engine definition or another mechanism to transform data in the object.
Transform and Update Searchable Records: Keep the data in your searchable object updated so that users always get the most relevant search records. You can use different mechanisms to populate the data in the searchable object.
Use Criteria-Based Search and Filter: Get visibility into complex sets of data, such as inventory and aggregated customer information. Search for records using multiple criteria or any part of a word, filter the results, view results on a map, and take actions on the records that match your criteria. CBSF provides a more intuitive and reliable search experience with consistent data display and clear visibility into when data was last updated.
Use a Configuration Template: Get started quickly by cloning a predefined configuration template instead of building a search, data sync, or action configuration from scratch.
How Criteria-Based Search and Filter Works: Design the search experience that your users need. Users often search for information that isn’t stored in a single object, so their visibility into complex sets of data is limited. With Criteria-Based Search and Filter, you can configure a search based on a single searchable object that combines data that is spread across multiple objects and fields. You can also embed CBSF into Screen Flows, allowing users to search and filter records as part of a guided, multi-step process and pass selected record IDs to subsequent flow steps. For example, you can choose which fields users can select for the search and how they can view and act on the results. You can also include distance parameters to define the scope of the search.
CSV Data Management Editions and Permissions: Review the supported products and editions for CSV Data Management. Then, learn how your product handles permissions and how to assign them.
CSV Data Management: Reduce manual data entry and the risk of errors by using CSV files to import large amounts of data into Salesforce objects. Prepare and upload your CSV file, map columns to Salesforce objects, validate your data, and download import log files. Perform complex data transformations on the CSV file and import the transformed data into one or more Salesforce objects.
CSV File Import: Seamlessly import CSV data into Salesforce standard and custom objects with basic or advanced data import features. You can import CSV data into either a single Salesforce object or multiple Salesforce objects at a time, along with data transformation options.
Apex Classes for a Context Definition: Apex classes provide the framework for the structure and data of a context definition. You can use these classes to create and manage the context data in your Salesforce org.
Data 360 in Context Service: Combine the power of Data Model Objects (DMOs) from Data 360 with context definitions. When a context definition's node structure mirrors a DMO hierarchy in Data 360, Context Service resolves the parent-child relationship and hydrates every level in a single request.
Dynamic Context Service Invocable Actions: Manage your business application data efficiently by combining the capabilities of Salesforce Flow and Context Service dynamic invocable actions. With dynamic actions, you can work with typed Apex-defined variables that mirror your context definition structure.
Generate an Apex Class for a Context Definition: View definition-specific invocable actions in Salesforce Flow by generating Apex classes from your context definitions. The Apex classes mirror the metadata and hierarchy of your context definition, which can be used directly in Salesforce Flow without any coding required.
Set Up Related DMO Hydration: Connect a parent and child Data Model Object (DMO) so Context Service hydrates the complete hierarchy in a single request instead of a separate request for each DMO. Configure the relationship in Data 360, then add and map the child DMO in your context definition.
Transform a Context Definition: Reshape your context definition with Data Processing Engine into a specific structure required for Document Generation. Using the transformed data, you can generate documents like contracts, proposals or invoices.
Work with Dynamic Invocable Action Data in Flows: Set up the Apex-defined variables that dynamic invocable actions require as input, and process the Apex-defined output that query actions return.
Distribute Display Records Based on Account: To sync display data by using named queries, add an account lookup field to the Display object in Consumer Goods Cloud. Then, to sync the Display account data to the offline mobile app, add the account field to the mobility relevant field sets.
Attachments Tab in Display Detail Page: Add a tab to show a list of display attachments in the master-detail Displays page. In Visual Studio Code based Modeler, create a list object to load the attachments and to bind to a MediaList UI control in a new tab.
Sync Display Attachments with Named Fetch Trees: To sync display data and images to the Consumer Goods offline mobile app, add images as attachments and create a named fetch tree for the display object in Consumer Goods Cloud. Sync the attachments and define how to show them on a new tab using a named fetch tree in the Sync Management app.
Sync Display Data by Using a Named Query: After adding an account lookup field to the Display object, use a named query from Sync Configuration to ensure that sales reps see only the displays related to their accounts. The named query filters data and shows information relevant to the user's account in the offline mobile app.
Integrate Customer Lookup on Display Card: To show the current account in Displays, configure the BoMyDisplay business object and DsBoMyDisplay datasource contracts in Visual Studio Code based Modeler. To create a wizard to select a different account, add an action to the MyDisplay_DisplayDetailsProcess process contract. Lastly, test the configuration in the simulator app.
Considerations for Adding Customer Lookup to Displays: Configure a lookup control in Visual Studio Code based Modeler to show the current Displays account and a button to launch a wizard to select a different account on the Consumer Goods offline mobile app. Add an event handler in process flow to launch the wizard for the sales rep to select a customer.
Load Attachments to Display Object: Create and configure a list object to load the attachments. Add the list object to the Display business object and also add a datasource for the attachments.
Show Attachments on a New Tab on the Displays Detail Page: Add a tab in the Display master detail dialog in Visual Studio Code base Modeler. Create a MediaList UI control in the tabbed area to show the list of synced attachments.
Sync Your Display Data: Understand how to use named queries or named fetch trees to sync display records in the Consumer Goods (CG) offline mobile app. Create lookups to other objects and wizards to select different objects, and sync and show attachments to display records.
Customize Context Definition: Configure your context definition, pricing procedures, rules library, and Dynamic Revenue Orchestrator settings for Revenue Cloud for Communications.
Customize Integrations for Enhanced Functionality: Customize the prebuilt MuleSoft Direct integration apps to meet your business needs. Download the assets and its dependent assets in separate Java Archive (JAR) files, and modify them as needed. Then, deploy the updated JAR files on Anypoint Platform by replacing the existing files to apply the changes in your org.
Customize the Promotion Drilldown Component: Show different fields in the Promotion Drilldown Lightning Web Component for different tactic record types and sales organizations.
Customize the VPL Metadata Config for Next Best Action: The Next Best Action uses the churn score to recommend a product. To update the churn score immediately after every customer interaction, customize the VPL Metadata Config type.
Provide Dashboards: People love the summarized views they get with dashboards, and you can help care coordinators optimize their workload with dashboards. A dashboard shows data from source reports as visual components, which can be charts, gauges, tables, metrics, or Visualforce pages. The components provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20 components.
Debug Errors: Debug to find and fix errors in the cockpit card setup on the Consumer Goods offline mobile app.
Decision Explainer for Expression Sets: Use Decision Explainer with Business Rules Engine to show your users explanations for the results of steps in an expression set, and to capture action logs for expression set runs. Store explanations for expression steps in explainability message templates. And then add the templates to your expression set steps for which you want to show explanations. When you simulate the expression set version, switch to the Concise view option to preview how your users see the explanations.
Decision Explainer Default Limits: To ensure optimal performance, consider these default limits while using Decision Explainer to retrieve action logs. If your business requires any default limits to be raised, contact Salesforce customer support for further guidance.
Decision Explainer for Developers: Developers in your Salesforce org can employ Decision Explainer developer resources to use and extend the Decision Explainer functionality.
Decision Matrices: A decision matrix matches input values to a table row and returns the row's output values. Expression sets and various digital procedures can call decision matrices. Decision matrices accept JSON input from, and return JSON output to the digital processes that call the matrices. Decision matrices are useful for implementing complex rules in a systematic, readable manner.
Decision Matrices for Developers: Developers in your Salesforce org can employ decision matrix developer resources to use and extend decision matrices.
Decision Matrix Migration Considerations: Here are a few typical migration scenarios and recommendations on how to maintain decision matrices in your target org for a successful migration.
Decision Tables for Business Rules Engine: Decision tables are complex lookup tables that read business rules with multiple inputs, and return multiple outputs for records in your Salesforce org, or for the values that you specify. Rules are records in a standard object, custom object, or a custom metadata type.
Decision Tables for Developers: Developers in your Salesforce org can employ developer resources to use and extend decision tables.
Default and Advanced Modes in the Condition Element: The condition element in expression sets has two modes: default and advanced. When you add a condition element to an expression set, the condition opens in the default mode. The default mode has a no-code user interface to build your condition expression. You can also switch to the Advanced mode in the condition element to enter your expression manually.
Default Pricing Context Fields: The core pricing context includes these fields. To avoid errors, don't use these field or alias names when configuring additional context fields. Account-related and product-related attributes are for condition searches. Only order-related attributes are supported for user exits.
Define the Link Between Identity Verification Process Configuration and Flow: The Identity Verification Process Definition object links the identity verification process configuration to the identity verification flow. It also defines the layout of the search screen. To pass the configuration information to the flow, create a process definition record.
Experience Cloud Site Access to Discovery Framework: Enable guest users who aren’t logged in to an Experience Cloud site to access Discovery Framework objects and components. Create a permission set that grants read-only access, assign the permission set to guest users, and create sharing rules that allow data to be available to guest users. Learn about the considerations to keep in mind regarding guest user access.
Disable Automatic Creation of Attendees: When a customer initiates an engagement with a CSR or CCA, an engagement attendee record that contains the name of the internal attendee—CSR or CCA—is automatically created. You can disable this automatic creation of internal attendees by turning off Auto-creation of Internal Attendee Record.
Disable Decision Explanations for Expression Set Version Steps: To remove the explainability message templates assigned to an expression set version step, open the version in Expression Set Builder and deselect Show decision explanation for the step. You can disable decision explanations for expression set version steps only if the version is inactive.
AI-Powered Document Upload Validation and Prefill: AI-Powered Document Upload Validation and Prefill uses AI to extract answers from the documents your users upload to an assessment form and to validate each file. Your users complete forms faster and get immediate feedback on document issues.
Add a Document Matrix Element to an Assessment Form: The Document Matrix element for Discovery Framework–based Omniscripts uses a decision table to determine which documents a respondent must upload when submitting an assessment. For each required document, a File input element is automatically added to the assessment form layout at runtime.
Associate a Document Type with a Document Category: Use the Document Category Document Type junction object to link a document type to a document category. For example, associate the document types Driving License and SSN with the Identity Proof document category.
Manage Assessments with the Assessment Component for Discovery Framework: Use the Assessment Library in the Assessments Lightning web component to take the assessments or send specific assessments to users. Streamline assessment management and response tracking by using the Lightning web component in your Experience Cloud site. Provide a consolidated view of all assessments to your users, making it easier to track their progress.
Configure AI Validation and Prefill for Document Upload Questions: Set up AI prefill and validation on each file-upload question in your assessment form. Choose which answers AI extracts from the document, ask for consent, and warn or stop uploads that fail a check.
Configure External User Assessments: Turn on external user assessments, and then select the customized Send Assessment Email template flow to use to send assessment notifications to users.
Create Assessment Questions with Generative AI: Accelerate form creation by using Agentforce to generate relevant assessment questions based on specific objectives like loan intake or customer onboarding. Draft, refine, and convert AI-generated suggestions into Discovery Framework assessment forms with this AI-powered workflow.
Agentforce Question Generation: Agentforce Question Generation uses generative AI to draft assessment questions. Reduce the manual effort of creating questions for your assessment forms.
Discovery Framework Data Translation: Simplify multilingual form management by storing assessment questions and responses in multiple languages. The Entity Data Translation (EDT) framework handles question versions, while custom labels manage static UI elements, so forms automatically display in the user's locale.
Define Business Rules: Use the Document Decision Requirement object to specify the criteria that the Document Matrix element uses to determine which documents the respondent must upload for an assessment.
Discovery Framework Editions and Permissions: Review the supported products and editions for Discovery Framework and Assessments. Then learn about how your product handles permissions and how to assign them.
Enable Enhanced Save Responses for Accurate Assessment Traceability: Improve the accuracy and traceability of your assessment responses by linking them to the specific version of the Assessment Question used in the Omniscript. Each response is preserved within its original context, providing a more precise and reliable record.
Discovery Framework Omniscripts: Create Omniscripts with conditional logic for the questions in your forms. Add other customizations, and then preview and activate the Omniscript.
Prefill Assessment Questions with Previously Submitted Responses in a Discovery Framework Omniscript: Save your respondents the time and effort of entering responses to specific questions more than one time. Collect new responses for certain questions on assessment forms, and prefill other questions with data retrieved from previous assessment responses. To access data from previously submitted responses, activate the prefill assessment question decision table and the prefill with decision table integration procedure. Then set up Omniscripts to determine whether to prefill questions.
Import Questions: Quickly create a high volume of questions by importing them into Salesforce.
Save and Resume Draft Assessments in Discovery Framework: Your users can save drafts of Discovery Framework-based assessments that they’re not ready to complete. Easily find the draft assessments that are in progress and complete them at their convenience.
Set Up Data Translations for Discovery Framework Omniscripts: Translate all Omniscript element data fields and Assessment Question Version records. You can translate your data into multiple languages to provide a localized experience to your assessment users.
Set Up Document Categories: Define document categories to organize document checklist items into logical groups. For example, create the categories Identity Proof, Address Proof, and SSN.
Set Up Document Types for Document Matrix: Define common required document types to associate a new document checklist item with a document type. For example, set up document types such as Driving License, SSN, and Birth Certificate.
Turn On AI-Powered Document Upload Validation and Prefill: Turn on the Discovery Framework setting that lets your users upload a document to an assessment form and have AI extract answers from it and validate the file. Then set up the details on each question.
Upload and Process Documents: With intelligent document automation, you can work efficiently with patient-related documents faxed to you. Convert them to digital files; select pages to include or exclude; rotate those pages if needed; and extract their data into Salesforce.
Add Content in a Rich Text Field in Omnistudio Document Generation: After you create a custom rich text field in an object, add and format the content. You can undo, redo, bold, italicize, underline, strike-out, add a hyperlink, modify alignment, add a numbered or non-numbered list, indent, and outdent.
Apex Classes for Document Generation Process Cleaner Utility: Use the DocumentGenerationProcessCleanerUtility and BatchDeleteHelper Apex classes to create storage space for content document generation in Salesforce. Create these Apex classes using the sample code we've provided. If required, you can modify the statusList and batchSize fields.
Assign Permission Sets to your Users Spring '23 and later releases: DocGen User, DocGen Designer, and DocGen Runtime Community User are the available permission sets. You can assign permission sets to a single user from the user detail page or assign multiple users to a permission set from any permission set page.
Create a Custom Generate Document Button: Generate documents from any object such as a contract, order, quote, work order, or opportunity by integrating Omniscript into a custom button. This example uses the fndSingleDocxLwc Omniscript to generate single client-side documents from Microsoft Word .docx or Microsoft PowerPoint .pptx templates.
Manage Document Template Versions for Omnistudio Document Generation: When you create a new version of a document template, the settings and Microsoft Word or Microsoft PowerPoint file from the previous version are copied to the new version. You can delete the file and upload a new file if necessary.
Create Custom Image Fields for Your Object: Create a custom text field for any object from where you want to fetch your image. You must map the image API name from your object using Omnistudio Data Mapper to render the image in the generated document.
Customize the fndSingleDocxLwc Omniscript: You can customize the fndSingleDocxLwc Omniscript according to your requirements. In this example, customize the Omniscript to set a default template and hide the pick a template window during the document generation process.
Configure Omnistudio Document Generation: Omnistudio Document Generation helps you generate various types of documents such as quotes, proposals, and contracts by using Salesforce data. Learn how to set up document generation, implement custom fonts, and create digital experience users.
Document Generation Batch Process: The Document Generation Batch Process feature allows you to group and manage a large number of single document generation process requests, all under a unique batch document generation ID.
Document Generation Process Cleaner Utility: The Document Generation Process Cleaner Utility permanently deletes records within a specified time frame to create space for content document generation in Salesforce. You can use the utility to delete the document generation process records and their associated token data content documents or only the token data content documents. The utility can clean up 100,000 records and their respective token data files of 1MB size in about 2 hours.
Dynamic Hyperlinks for Client-Side Document Generation: Using hyperlink tokens in Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic URLs in generated .docx and .pdf files. For example, with dynamic hyperlink tokens, you can insert a hyperlink for every product ordered that directs you to the product specification web page.
Dynamic Hyperlinks for Server-Side Document Generation: Use hyperlink tokens in Microsoft Word or Microsoft PowerPoint document templates to insert dynamic URLs in generated DOCX and PDF files. For example, with dynamic hyperlink tokens, you can insert a hyperlink for every product ordered that directs you to the product specification web page.
Dynamic Images for Client-Side Document Generation: Using image tokens in a Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic images in generated .docx and .pdf files. With dynamic image tokens you can insert images such as product images, barcodes, pie charts in your document.
Dynamic Rich Text for Client-Side Document Generation: Using rich text tokens in a Microsoft Word document template, you can insert rich text content in generated .docx and .pdf files. With dynamic rich text tokens, you can display the product details as a block of information with its original formatting in your generated document. The product details are stored in a rich text field of a Salesforce object.
Dynamic Rich Text for Server-Side Document Generation: Use rich text tokens in a Microsoft Word document template to insert rich text content in the generated DOCX and PDFfiles. With dynamic rich text tokens, show product details as a block of information with its original formatting in your generated document. Product details are stored in a rich text field of a Salesforce object.
Efficiently Generate Documents in Batches with Server-Side Omnistudio Document Generation: You can now group a large number of document generation requests and associate them with a document generation batch request by using the batch document generation ID. The batch document generation process provides a range of details to review, such as the request status of the batch document generation, and the total number of batch requests. The process also shows other batch details such as the total number of successful, failed, and in-progress requests and the completion date of the batch process. The batch process sends email and in-app notifications when it completes a document generation batch request.
Enable Server-Side Document Generation Setting for the Omnistudio Package: Server-Side document generation is an asynchronous process that's built for large and rendering-heavy documents and to generate documents in batches. Server-Side document generation is only supported in customer orgs, and it isn't enabled by default.
Export and Import Document Template Custom Classes for Omnistudio Document Generation: If a Document Template uses a custom class, and you want to export the template from one org and import it into another org, you must move the custom class first. Importing a Document Template fails if the target org can't find the custom class associated with it.
Using the fndmultiDocxLwc Omniscript: You can use fndmultiDocxLwc Omniscript to generate documents from more than one document template at a time. The fndmultiDocxLwc Omniscript supports both Microsoft Word and Microsoft PowerPoint templates.
Step Properties for the fndmultiDocxLwc Omniscript: The fndmultiDocxLwc Omniscript contains of steps, which run sequentially when you invoke the Omniscript. Each step has properties that determine the action that the step performs. If you want to change the steps, Salesforce recommends that you either create a version or clone and rename a copy of the fndMultiDocxLwc Omniscript.
Omnistudio Client-Side Document Generation: Sales reps can generate documents on demand with a simple click of a button. Generate contracts, proposals, quotes, reports, non-disclosure agreements, service agreements, and more. Client-side document generation is ideal for lightweight documents with less than 200 quote lines.
Generate a Single Client-Side Document: Single document generation is supported using the customizable fndSingleDocxLwc Omniscript. The Omniscript creates client-side documents from your Microsoft Word DOCX or Microsoft PowerPoint PPTX templates.
Generate Multiple Client-Side Documents: The fndmultiDocxLwc Omniscript supports the generation of documents from more than one document template at a time. It supports both Microsoft Word and Microsoft PowerPoint templates.
Convert Client-Side Documents into PDF Files: The fndmultiPDFConvertLwc Omniscript converts a generated Microsoft Word (.docx) or Microsoft PowerPoint (.pptx) document into a .pdf file. This Omniscript can convert one or more documents simultaneously into .pdf format.
Omnistudio Document Generation: Generate contracts, proposals, quotes, reports, non-disclosure agreements, service agreements, and more using Microsoft Word (.docx) and Microsoft PowerPoint (.pptx) templates.
Omnistudio Document Generation Document Templates: A document template defines the structure, content, and format of generated documents. You do most of your document authoring when you create templates. You can create Microsoft Word or Microsoft PowerPoint documents that contain formatted text, including tables, paragraphs, columns, and images. These documents can also be converted to PDF format.
Omnistudio Server-Side Document Generation: Server-Side document generation is an asynchronous process that's built to handle the rendering of large and complex documents, and for generating documents in batches. The Server-Side document generation service is secure and scalable and is hosted on Salesforce Hyperforce. The generated document is stored in your Salesforce org and is attached to the object for which it's generated.
Omnistudio Server-Side Document Generation Integration Procedures: The fndSingleDocxServersideLwc Omniscript calls one of three Integration Procedures depending on its ServiceFunction setting. Each of these Integration Procedures calls a different method of the DocumentServiceGateway Apex class by using different parameters.
Omnistudio Server-Side Document Generation Omniscript: The customizable sample fndSingleDocxServersideLwc Omniscript generates server-side documents from your Microsoft Word DOCX or Microsoft PowerPoint PPTX templates. You enter the Object ID, pick a template, select generation options, and generate the document.
Hide Document Template Designer tab or Vlocity Document Template tab: If you installed the Omnistudio package before installing the Salesforce Industry package in your org, the Document Template Designer and Vlocity Document Template options appear in the App Launcher. When you select either of the two options, the application navigates you to the Select the Document Templates window to choose the document template type.
Limitations in Omnistudio Document Generation: Review the limitations found in Omnistudio Document Generation. General limitations, hourly and daily org limits, dynamic image limits, and more are included here.
Manage a Omnistudio Document Generation Batch Process: You can run, pause, queue, dequeue, and delete a document generation batch process. You can continue adding document generation processes to a batch while it is In Progress or Queued. You can run only one batch at a time. If multiple batches are queued, they run sequentially. You can’t modify a batch after it reaches completed.
Map Hyperlink Tokens in Omnistudio Data Mapper for Omnistudio Document Generation: Use hyperlink tokens in Microsoft Word or Microsoft PowerPoint document templates to insert dynamic URLs in the generated DOCX and PDF files. The hyperlink token must start with HYP_. The token format is {{HYP_<hyperlinktokenname>}}, for example, {{HYP_Salesforce Website}}.
Map Image Name to Custom Image Field in Your Object: After you’ve uploaded an image to your org and created a custom field in your object, map the image name in the object's custom field. Using Omnistudio Data Mapper you can render the image in the generated document.
Map Image Tokens in the Omnistudio Data Mapper: Using image tokens in the Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic images in the generated .docx and .pdf files. The image token must start with IMG_, for example, {{IMG_header}}. Salesforce supports the use of single image, multiple image, and loop image tokens. Using Data Mappers you can extract the images from the org and also define the height and width of the images.
Metering and Throttling for Document Generation: Learn how to optimize the performance of your document generation solution with metering and throttling. Metering measures resource utilization levels and throttling controls resource access and use based on defined rules.
Configure Omnistudio Document Generation Process Object Permissions Industries Managed Packages: In the Industries Communications, Media, Energy & Utilities (CME), Insurance (INS), Vlocity Government (PS), and Omnistudio for Managed Packages, not all document generation objects are accessible by default through the DocGen permission sets. Assign additional permissions for these objects to ensure successful document generation.
Step Properties for the Server-Side Omniscript: The fndSingleDocxServersideLwc Omniscript consists of steps, which run sequentially when the Omniscript is invoked. Each step has properties that determine the action the step performs. If you want to change the steps, Salesforce recommends that you either create a new version or clone a copy of this Omniscript.
Step Properties for the fndSingleDocxLwc Omniscript: This Omniscript consists of steps, which run sequentially when the Omniscript is invoked. Each step has properties that determine the action the step performs. If you want to change the steps, Salesforce recommends that you either create a new version or clone a copy of this Omniscript.
Omnistudio Document Generation Spring '23 Release Notes: For Spring '23, Omnistudio Document Generation has introduced DocGen User permission set and throttling to maintain the consistency and resilience of server-side document generation service.
Omnistudio Document Generation Winter '24 Release Notes: Use the document generation batch process to group a large number of document generation requests and associate them with a document generation batch request. The server-side document generation now supports rich text and hyperlink tokens in Microsoft Word document templates.
Omnistudio Package and Salesforce Industries Package: You can now install both the Omnistudio package and Salesforce Industry package in the same org. If you install the Omnistudio package first, this dual installation feature lets you choose the required document generation capabilities. With enhanced document generation capabilities, you get seamless guided workflows to design templates and generate documents.
Personas and Permission Set Licenses for Omnistudio Document Generation: Users interact with document generation in different ways, depending on their roles and the specific features being used. Personas define what different types of users can do with Omnistudio Document Generation. Each persona is mapped to specific responsibilities and permission sets that determine the level of access a user has.
Configure Browser-Based Preview for Omnistudio Document Generation: Configure the browser and remote site settings for proper handling of PDF files in the previewer. Use the document preview feature for clear rendering of formatting and visual elements for files such as PDF, DOCX, and PPT directly within the browser.
Configure Document Generation Setting for Omnistudio Document Generation Winter '25 and later releases: In the document generation setting, you can specify the default mechanism for document generation. The server-side document generation is an asynchronous process designed to efficiently render large and complex documents and generate documents in batches. Batch document generation represents a grouping of server-side document generation requests associated with a batch document generation ID. Only one batch document generation request can be processed at a time. You can prevent document generation requests from running indefinitely by turning on the time-out setting. Any individual or batch document generation requests that exceed the specified time limit but are still in progress are terminated and marked as failed. The default timeout is set to 6 hours.
Replace Custom DocGen Standard Permission Set with DocGen User Permission Set Spring '23: The DocGen User permission set is available with the Spring '23 release under the DocGen Designer permission set license. Use the DocGen User permission set instead of your customized DocGen standard user permission set. The steps to replace your custom DocGen permission set with the DocGen User permission set are not mandatory.
Considerations for Earlier Versions of Omnistudio Document Generation: Most Salesforce customers are using the modern version of Omnistudio Document Generation, sometimes called "Document Generation 2.0". However, if you haven't upgraded to "Document Generation 2.0", you will need to take action to bring your org up to speed.
Improve the Readability and Formatting of Documents with Dynamic Rich Texts and Hyperlinks: Contract authors can render dynamic rich text and links in Microsoft Word document templates by using server-side Omnistudio document generation. The tokens render rich text content and URLs in the generated DOCX and PDF files. Use the dynamic rich text tokens to show product details as a block of information in its original formatting in your generated document. Use the dynamic link tokens to insert a link for each ordered product that directs you to the product specification web page.
Sample Apex Code for Generating Quotes in Batch: Here is a sample of Apex code that carries out two main functions. First, it creates a record named DocGenerateBatchProcess which is responsible for generating quotes. Second, it creates a list of 100 quote documents and links these documents with the DocGenerateBatchProcess record. To start a batch using Apex, update the Status field to InProgress. This value is case sensitive, and the batch runs automatically after the status is updated.
Sample Apex Code for Server-Side Document Generation: Here's a sample code that demonstrates how to generate documents on the server by inserting a DocumentGenerationProcess record. You can generate a document on the server either by directly passing token data, or by sending document template details and letting Salesforce fetch token data automatically.
Sample Custom Class for Hyperlinks and Rich Text: Using the getTokenData method in a custom class, you can pull the hyperlink and rich text data. You must include these elements when you create a custom class to use in a Microsoft Word or Microsoft PowerPoint document template.
Sample Custom Class To Retrieve Images: You can retrieve an image using custom logic with a custom class implementation. Instead of uploading an image to files, or static resources, you can use custom logic to retrieve an image using an image ID.
Terminate Long-Running Document Generation Requests: Use the TerminateDocGenRequestCronJob scheduled job to maintain server-side document generation performance by preventing long-running requests from affecting system efficiency.
Select Templates for CLM or Omnistudio DocGen: If you installed the Omnistudio package before installing the Salesforce Industry package in your org, selecting either the Vlocity Document Templates or Document Template Designer tab asks you which template type you want to create. You’re redirected to the appropriate tab for your choice. The Vlocity Document Templates lets you create CLM templates. The Document Template Designer tab lets you create Omnistudio Document Generation templates.
Map Image Tokens in the Omnistudio Data Mapper for Server-Side Omnistudio Document Generation: Use image tokens in a Microsoft Word or Microsoft PowerPoint document template to insert dynamic images in generated DOCX and PDF files. The image token must start with IMG_, such as {{IMG_header}}. Salesforce supports single-image, multiple-image, and loop-image tokens. Use Data Mappers to extract images from the org and define their height and width.
Dynamic Images in Server-Side Document Generation: Insert images such as product photos, barcodes, or pie charts in your generated DOCX and PDF documents by using image tokens in a Microsoft Word or Microsoft PowerPoint document template.
Retrieve Images During Server-Side Omnistudio Document Generation With Sample Custom Class: To retrieve images during server-side document generation, create an Apex class in your org that exposes the getImageContentBlob() method. During Server Side document generation, Salesforce calls this method to retrieve Base64-encoded image data. In your document generation request, pass image token data for each image token. Set the IMG_ token’s src value to a lookup key that matches a key in the imageContentMap returned by getImageContentBlob(). Salesforce uses this mapping to resolve and insert the image during document generation.
Upload Images in Salesforce for Server-Side Omnistudio Document Generation: Store images in the Rich Text field, Files, and Notes and Attachments of an object. You can save images in any location; however, for all images to render in the same generated document, make sure you store them in a single repository.
Set Up Document Generation Customer Community Plus User: Perform these tasks to set up the customer community plus digital experience user. This topic applies to both Omnistudio Document Generation and Salesforce Document Generation.
Set Up Document Generation Customer Community User: Perform these tasks to set up the customer community digital experience user. This topic applies to both Omnistudio Document Generation and Salesforce Document Generation.
Set Up Document Generation Partner Community User: Perform these tasks to set up the partner digital experience user. This topic applies to both Omnistudio Document Generation and Salesforce Document Generation.
Set Up Digital Experience Users for Document Generation: Give Customer Community (CC), Customer Community Plus (CCplus), and Partner Community users permissions for the Document Generation Processes object. Additionally, grant read and edit access for specific fields for a successful document generation from the digital experience sites.
Set Up Community Guest Users for Document Generation: Assign read and create permissions for the Document Generation Processes object within the custom permission sets. Additionally, grant read and edit access for specific fields for a successful document generation from the digital experience sites.
Sync Custom Fonts Across Orgs for Consistent Document Styling: Syncing custom fonts maintains consistent formatting in generated documents when using Omnistudio Document Generation. Make sure to sync fonts whenever you add or delete custom fonts from the Docgen Custom Fonts Library.
Omnistudio Document Generation Spring '22 Release Notes: System administrators can now enable the server-side document generation feature for the Omnistudio package. Two sample Omniscripts, fndMultiDocxLwc and fndMultiPDFConvertLwc, are available for your business needs.
Omnistudio Document Generation Summer '22 Release Notes: Using image, hyperlink, and rich text tokens in a document template, you can now insert dynamic images, hyperlinks, and rich text in the generated .docx and .pdf files. Customer Community Plus, Customer Community, and Partner Community users can now generate documents using client-side and server-side Omniscripts.
The JobId and the Document Generation Process Record Page: If the Omniscript completed with a JobId but no document was generated, you can use the JobId to view the Document Generation Process record page and troubleshoot the problem.
Maintain the Consistency and Resilience of Server-Side Document Generation: Use throttling to manage the incoming server-side document generation requests. Throttling also prevents degradation of the document generation service due to the high volume of requests during certain hours. You must be on Spring ‘23 Omnistudio Document Generation release.
Tokens in Microsoft Word or Microsoft PowerPoint Documents: You can insert multiple types of tokens in a Microsoft Word or Microsoft PowerPoint document template, such as variables, repeating content, condition evaluation, dynamic images, hyperlinks, and rich text. During document generation, tokens are replaced with actual data in the generated document. To avoid incorrect token replacements, use unique token names for each object level. If both parent and child objects use the same token name (for example, {{IMG_image1}}, and the child token is empty, the system may insert the parent’s value into the child section during document generation.
Upload Images for Use in Omnistudio Document Generation: You can store Omnistudio Document Generation images in Static Resources, the Files, the Documents tab, or the Notes and Attachments of an object. You can store the images in any location. You must ensure that all the images that you want to render in the same generated document must be stored in a single repository.
Support Rich Text, Images, and Hyperlinks for Server-Side Document Generation for Objects: The Doc Generation API Version Type defines the API version to use for document generation. To support rich text, images, and hyperlink tokens for document generation process records and sObjects, set the Doc Generation API Version Type setting from Basic to Advanced.
Workaround: Document Template Import Error Post Upgrade: When you export a document template from a Summer '21 Omnistudio package org and try to import the template into a Winter '22 Omnistudio package org, an import error message appears. This procedure is a workaround to successfully import the document template to a Winter '22 Omnistudio org by manually modifying the .json datapack values.
Workaround: Omnistudio Omniscripts: If you installed the Omnistudio package before installing the Salesforce Industry package, when you try to use either the fndSingleDocxLwc or fndSingleDocxServersideLwc Omnistudio OmniScripts, an error message can appear. This procedure is a workaround to activate the Omnistudio Omniscripts by modifying the namespace value to match the Omnistudio namespace value.
Intelligent Document Automation: Centralize all your document management tasks in one place. Use Intelligent Document Automation to get the most out of incoming customer information provided in PDFs and image files. Extract data from these documents into preconfigured document records in Salesforce. Work efficiently with customer-related documents that have been faxed or emailed to you. Convert them to digital files; select pages to include or exclude; rotate those pages if needed; and extract their data into Salesforce.
Enable AnalyzeID for Photo Identification: AnalyzeID is a specialized API within Amazon Textract that extracts data from photo identification such as U.S. driver’s licenses and passports. Enabling this API allows for more accurate extractions with Intelligent Document Automation.
Use Data from a Document: To get the right information to the right place, select the pages you need and discard the rest. Pages that have already been associated with an object and attached to a document checklist item are marked with a “Transformed” icon.
Upload a Document: Use the Received Documents view to add submitted documents to your collection.
Download Decision Matrix Data to a CSV File: Download a decision matrix as a CSV file to reuse the data to create another decision matrix or to modify a large volume of data before reuploading the CSV file.
Download Import Logs: The CSV data import process is an async process that runs in the background after you initiate it. When the import is complete, the user receives a notification and can download the log files.
Export and Download Matrix Versions Exported to DMN Files: Export decision matrix versions to Decision Model Notation (DMN) files from the Business Rules Engine app. The exported files can be downloaded from the record detail page of a decision matrix version. DMN is a standardized specification for writing business rules. With DMN files, you can reuse matrix versions created in Business Rules Engine in any tool that supports DMN files.
Activate Data Processing Engine Definitions: Validate and enable your definition to run in your org after you've added and configured the data source, transformation nodes, and writeback object nodes
Add a Custom Node: Add a custom node to a Data Processing Engine definition to run domain-specific logic tied to the definition's process type.
Use Analytics Dataset as Data Source: Let's learn how to configure Analytics datasets as data sources in the CRMA runtime. You can add a maximum of 200 Analytics datasets as source in the Data Source node of a Data Processing Engine definition.
Appends: Use the Append node to combine the data from two or more nodes. Add an append node to your Data Processing Engine definition when you need to consolidate data from different data sources or datasets into a single dataset for further processing, analysis, or reporting.
Data Processing Engine Best Practices for Data Sync in CRM Analytics: After a batch job is created to run a Data Processing Engine definition with CRM Analytics runtime, new and updated records from since the last run are synced in CRM Analytics. To optimize the data sync process during definition runs, adopt a data sync strategy that works best of your company.
Data Processing Engine Builder: The Data Processing Engine builder is a visual interface where you can create, manage, and run Data Processing Engine definitions.
Cancel a Data Processing Engine Definition Run: You can cancel Data Processing Engine definition runs that are in progress before they start writing back results to the target objects. Cancel runs that have been running for a long time or runs started by mistake.
Composite Writebacks: Use the composite writeback node to consolidate related records from one or more writeback object nodes, so you can write back all the interrelated records together to the target object.
Configure Writeback Nodes as JSON: Configure a JSON output to send transformed context data to downstream processes in the required format and hierarchy.
Configure Currency Conversion for a Definition: Set the currency conversion preference for a definition in the Data Processing Engine builder. Turn conversion on to consolidate amounts into a single currency, or turn it off to keep the original currencies. For the Data 360 runtime, select the target currency.
Configure End of Month Logic in Formula Nodes: When adding or subtracting months in DPE formula nodes, standard date calculations may not accurately land on the last day of the target month. This occurs because month lengths vary, and leap years affect February. For example, subtracting one month from April 30th (the end of the month) typically results in March 30th, which is not the last day of March. However, your business rule might require the date to be March 31st (or February 29th/28th if applicable).
Manage Row Locks with Related Record Writeback: Use Related Record Writeback in Data Processing Engine (DPE) to reduce row lock errors when writing large volumes of child records. This feature is only applicable for definitions having Data 360 runtime.
Configure a Writeback Object Node in CRM Analytics (CRMA) Runtime: After you add writeback object nodes to your definition, configure your writeback objects to indicate the target type. In the CRMA runtime, you can write back to Salesforce objects or Analytics datasets.
Configure a Writeback Object Node in Data 360 Runtime: After you add writeback object nodes to your definition, configure your writeback objects to indicate the target type. In the Data 360 runtime, you can write back to a Salesforce object, data lake object, or data model object.
Add Writeback Object Nodes to Your Definition: Add one or more writeback object nodes to your Data Processing Engine definition to write back the transformed results from your data source. Configure your writeback object node to select the appropriate target object based on the runtime where you plan to run your definition.
Add Data Source Nodes to Your Definition: Use the Data Source node to define the origin of the data that the definition must transform and process. Data sources can include objects, files, CRM Analytics datasets and the supported data source types differ based on the definition's runtime platform. Before you add transformation nodes in a definition, add the data sources. Every definition must have at least one data source node.
Configure Data Source Nodes in CRM Analytics (CRMA) Runtime: After you add a data source node to your definition, select the data source and what you want to use from the data source in the definition. In the CRMA runtime, you can use Salesforce objects or Analytics datasets as your data sources.
Use CSV Files as Data Sources: In the Data 360 runtime, you can use CSV files to upload large volumes of data to your org. In definitions where the runtime object type is either Data Lake Object or Data Model Object, you can upload CSV files to definitions as data sources. Configure the definition to suit your requirements, and then write back the results to either a data lake object (DLO), a data model object (DMO), or a Salesforce object.
Configure Data Source Nodes in Data 360 Runtime: After you add a data source node to your definition, select the data source and what you want to use from the data source in the definition. In the Data 360 runtime, use Salesforce objects, Data 360 objects, or CSV files as data sources.
Add Transformation Nodes to Your Definition: After you create and configure the source and target nodes, add additional nodes that specify how the source data in the data source node must be processed before the results are written to the writeback object node.
Control Currency Conversion in Definitions: Choose how the Data Processing Engine handles currency fields when it processes multi-currency data. Convert all currency values to a single currency for consistent calculations, or keep each amount in its original currency to apply your own conversion logic. Set your preference once for a definition and run it the same way every time on the CRM Analytics or Data 360 runtime.
How Currency Conversion Works in Each Runtime: The runtime your definition uses and the currency conversion setting together determine whether CRM Analytics or Data 360 converts currency values or keeps them in their original currency.
Custom Nodes: Custom nodes are pre-built transformation nodes shipped by consuming clouds such as Billing, Manufacturing Cloud, or Revenue Cloud to run domain-specific logic in a Data Processing Engine definition. Each custom node is tied to a specific process type.
Validate Definition Design on the Data Processing Engine Builder with Data Preview: Validate definitions in increments as you keep adding nodes to it. Preview how data is transformed and passed on from one node to another without saving, activating, or running definitions multiple times to make them work as per your expectations. If nodes don't transform data as expected, use the data preview results to find and fix node configuration issues. You can simulate different runtime settings to verify whether the definition works for different data.
Use Input Variables to Define Dynamic Processing Rules: Define flexible data processing rules by using input variables to define default values, filter records, and create formulas. To dynamically control the data filters and formulas at run time, create variables without values and use them to configure Filter and Formula nodes. During a definition run, specify variable values based on your specific requirements. For example, to filter opportunities above a certain value for different fiscal years, set a default value for the input variable and then update it when you run the definition.
Build Data Processing Engine Definitions in a JSON File: Build a Data Processing Engine definition in a JSON file and then upload it to the builder. You can also download the definition, make changes, and then upload the updated definition.
Run a Data Processing Engine Definition from the Builder: Run or test an active Data Processing Engine definition at any time from the builder. When running a definition from the builder, you can provide input variable values that are used only for that run. You can run the definition in a debug mode to save additional information about the definition’s run.
Delete a Data Processing Engine Definition: Delete inactive Data Processing Engine definitions that you aren’t using. Before you delete a definition, make sure that it’s not referenced in any flow.
Delete Definition Runs: Delete Data Processing Engine definition runs that are complete, failed, or have been canceled. When you delete a run, its tasks are also deleted.
Run the Definition to Update Purchase Credit and Bonus: An admin creates a flow to run the activated Data Processing Engine definition. The admin wants to schedule the flow to write back the results to the target objects and fields automatically on December 1, every year.
Customize Data Processing Engine Template Definitions: Customize an out-of-the-box Data Processing Engine (DPE) template definition to add data sources or nodes, adjust transformation logic, or support business calculations not included in the template.
Filters: Use a filter node to select specific records from a source node based on your business requirements.
Supported Operators for Filter Input Variables: A filter input variable is defined as a JSON and the JSON represents a filter criteria with conditions and a condition logic. The conditions are based on fields and the data type of each field decides the operators that can be used in the condition. These are the list of operators that are supported for each field data type in filter input variables.
Forecasts: Use Forecast nodes to predict patterns for specific time periods in the future. A forecast node analyzes the past data points and their corresponding dates from the source data that you define in the Data Processing Engine definition. The forecast node then makes predictions about future values based on the historical data. For example, estimate the order quantity for the next four quarters based on the orders placed in the last five years. The Forecast node isn't available for definitions where the runtime is Data 360.
Formulas: Use the formula node to create multiple formulas and store the results of each formula in a new field. Create multiple formulas in a single node and use the formula results in subsequent nodes. Order the formulas within a node so that a formula can use the result of an earlier formula. Use the compute relative transformation option to determine the trends of specific fields.
Get Started with Data Processing Engine: Data Processing Engine is a metadata-driven visual tool that helps you create definitions by using various nodes for different types of data transformations. Data Processing Engine facilitates efficient and effective processing of data to make it useful for analysis, reporting, and other business intelligence activities. Run the definitions by using invocable actions in Salesforce Flow, Invocation API, or by using the Data Processing Engine designer. You can also monitor the definition runs and view detailed execution status by using Monitor Workflow Services.
Groups and Aggregates: Use the group and aggregate node to group records by field, and aggregate the data from one or more fields.
Aggregate Data Across Multilevel Hierarchies in Data Processing Engine: Perform multilevel rollups of measures for parent-child relationships. Aggregate values from leaf nodes upward through all levels of a hierarchy, such as Child Accounts to Accounts. Hierarchical aggregation is available only for CRMA and on-demand runtime definitions.
Hierarchies: Find out the hierarchy path of a field. Hierarchy Start Position identifies the record, and Parent Field identifies its parent. You can even include the field itself within the hierarchy path.
Integrate Data Processing Engine with Context Service: Integrate the Data Processing Engine (DPE) definitions with Context Service to read data from context definitions, transform it, and write it back to a specified JSON structure for downstream processes.
Data Processing Engine: Simplify complex data transformation and calculations at scale with Data Processing Engine. Use an intuitive, zero-code interface to unify data from diverse sources such as objects, Data 360, datasets, and external files. Design advanced transformations like joins, aggregations, and formulas. Make the transformed data actionable by writing results directly to objects, Data 360, and CRM Analytics. Schedule data transformation runs based on your business requirements to provide users up-to-date data when and where they need it.
Joins: Join data from two nodes to create an output based on matching field values. Combining data into a single join node allows for further transformations, such as formulas or aggregations.
Data Processing Engine Key Terms: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give admins, designers, and developers a clear and consistent understanding of concepts to navigate the Data Processing Engine landscape.
Learn about Data Processing Engine: Learn concepts related to Data Processing Engine. Understand how Data Processing Engine works and how you can leverage Data Processing Engine to transform your org data.
Data Processing Engine Limits and Considerations: When you create and run Data Processing Engine definitions, stay within the limits for your runtime and consider the applicable restrictions. Some limits apply to all runtimes, while others are specific to CRM Analytics or Data 360.
Map Related Fields by Using Einstein: Use Einstein generative AI to simplify the tedious task of manually mapping fields when you configure a writeback node.
Monitor Data Processing Engine Definition Runs: Monitor definition runs to review the status of your definition runs. On Monitor Workflow Services, you can analyze key details of definition runs such as count of records processed and written back, analysis of latest and previous runs, and reasons for the failure of the latest runs.
Track CRM Analytics (CRMA) Data Sync Status of Definition Runs: When you run a definition, the data sync jobs run to extract data from each Salesforce object that’s selected as a data source. For example, if the definition pulls data from the Opportunity and Account objects, a separate data sync appears for each object. After the data syncs are complete, the definition runs. To view the status of data syncs and Data Processing Engine definitions, use the Monitor tab on Data Manager.
Workflow of Data Processing Engine Definition Runs: A definition's run consists of different stages. The stages include syncing data sources on the definition's runtime platform, transforming data, and writing back results to target objects. The overall workflow remains the same for definitions on CRM Analytics and Data Cloud. Though there are key differences in the resources used to run definitions of each platform.
Track Data Processing Engine Definition Runs in Monitor Workflow Services: On Monitor Workflow Services, each definition run gets a unique Batch Job record. Use the run's batch job to track every aspect of the run while it is in progress and after the run ends. The batch job provides key insights about data transformed during the run, performance, and issues.
Data Processing Engine Nodes: In Data Processing Engine, nodes are the basic building blocks that let you construct complex data processing flows. Nodes represent specific operations or transformations that can be performed on data. Each type of node lets you transform your data in a different way.
Process Datasets in Near Real Time with On-Demand Processing: Process small to medium datasets in Salesforce and write back results as new or updated records without waiting for a scheduled window. Run near real-time data validations and ad hoc processing from Salesforce objects, context definitions, and CSV files by using on-demand definitions.
Configure a Definition for On-Demand Processing: Select the on-demand processing type when you create a Data Processing Engine definition to enable immediate or asynchronous execution. Setting the processing type ensures that the builder shows only the nodes and data sources supported for on-demand processing.
Validate On-Demand Definitions with Data Preview: Use Data Preview to inspect and validate node-level data transformations in an on-demand definition before you activate and run it. Data Preview for on-demand definitions follows the same workflow as standard Data Processing Engine Data Preview.
On-Demand Processing Execution Limits: Salesforce Apex guardrails govern on-demand processing of Data Processing Engine (DPE) definitions and are designed for low to moderate data volumes. Review the processing limits and record caps to determine when to use on-demand mode instead of scheduled batch processing.
Supported Nodes and Data Sources for On-Demand Processing: Review the data sources and transformation nodes compatible with on-demand processing. On-demand mode is optimized for targeted transformations on Salesforce data. Verify that the transformation logic is compatible before you activate a definition.
Run an On-Demand Definition: Run an on-demand Data Processing Engine definition directly from the definition builder, or invoke it through a flow by using invocable action, or the run API for synchronous or asynchronous processing.
Prerequisites for Data Processing Engine: Configure prerequisite Salesforce products that Data Processing Engine uses to run definitions and to offer generative AI capabilities to users.
Share Data Processing Engine Definitions: You can create Data Processing Engine definitions and share them with other Salesforce orgs using managed and unmanaged packages and change sets. Partners and independent software vendors (ISV) can create and share definitions with their customers.
Pause and Resume a Flow After a Data Processing Engine Definition Is Run: You can design a flow that has elements that are dependent on the results written back by a Data Processing Engine definition that's run in the same flow. Pause a flow using a Wait element when the definition is running and resume the flow after the run is complete.
Why Does a Node Indicate That Removed Fields Are Referenced in a Node after the References Are Removed?: When you remove fields from a node, ensure that the removed fields aren't referenced by any other node in the definition. The node in which you've already deleted references to the removed fields is used as a source by another node in which the removed fields are still referenced. To resolve this issue, go to the node in which you've deleted references to the removed fields. Next, find the nodes that use the current node as source and reference the removed field. Go to the nodes that still reference the removed fields, and then delete the references.
Run a Data Processing Engine Definition in Flows: After you activate a Data Processing Engine definition, run it as part of a business flow or create a flow to run only a definition. You can also run a definition in a scheduled flow.
Run and Troubleshoot a Data Processing Engine Definition from the Builder: Running a Data Processing Engine (DPE) definition from the builder is a powerful way to test and validate your data transformations before you create flows to run the definition on a schedule or as part of a business process. When you start a run from the builder, select debug modes to troubleshoot definitions on a filtered subset of records and view intermediate outputs without performing a final writeback.
Understand How Data Processing Engine Debug Modes Work: Before you run a definition from the builder to test how a definition transforms data and writes back results, understand how each debug mode works and what to expect from the debug modes after a definition's run completes. You can run a definition with multiple debug modes selected.
Run Data Processing Engine Definitions: Use a flow to run a definition on a schedule or as part of a business process. Developers use invocable actions, Metadata API, and Apex to run definitions.
Troubleshoot Data Processing Engine Issues: Find resolutions for commonly encountered issues during the configuration, design, and execution of your Data Processing Engine (DPE) definitions. When a run fails, use the error code in Monitor Workflow Services to identify the root cause and apply the matching fix. For most system-level errors, running the definition again resolves the issue.
Troubleshoot Setup and Configuration Issues: A Data Processing Engine definition run can fail when the user who ran the definition or the writeback user of the definition don't have the required permissions. Learn how to resolve user access issues for definition runs.
Data Processing Engine Runtimes: Data Processing Engine definitions can run either on CRM Analytics (CRMA) or on Data Cloud. Each runtime offers unique capabilities and is suited for different data processing needs. Select a runtime for your definitions based on the complexity of transformations and data volumes.
User Permissions for Data Processing Engine: Assign users system permissions, object access, and permission sets that they require to manage, run, and monitor Data Processing Engine (DPE) definitions. User permissions for Data Processing Engine vary based on the runtime platform your company uses to run definitions.
Data Processing Engine Setup: Assign users the permissions that they require to work with Data Processing Engine. Configure Data 360 or Salesforce Data Pipelines as the runtime platform for your company's Data Processing Engine definitions.
Slices: Slice nodes help you retain fields that you require in subsequent nodes. You can use the multiple slice nodes to create subsets of fields from one source node. Each slice node lets you remove fields from any previously created nodes.
Supported Objects and Fields for Data Processing Engine: Data Processing Engine (DPE) works with a broad range of Salesforce object and field types. Use this reference to confirm whether DPE supports an object for Data 360 ingestion, CRM Analytics (CRMA) data sync, and Bulk API 2.0 operations. Knowing the support boundaries up front helps you design transformations that read and write back data reliably.
Data Processing Engine Node Canvas: The node canvas provides a visual representation of your definition’s nodes, so you can see how the nodes are related to one another. Each node type has a different color, and the icons indicate what the definition contains.
Troubleshoot Design Errors: A definition can fail during design or when you activate it. Learn how to resolve common design issues.
Troubleshoot Failed Data Processing Engine Runs: When a run fails, find the error code on the Analysis tab in Monitor Workflow Services. Each error code maps to a specific resolution in this topic. This reference covers errors across data sync, data transformation, writeback, and runtime platform utilization.
Track Your Data Processing Engine Usage: Data Processing Engine definition runs can process and write back data up to a specific size. If your Salesforce org reaches a daily or monthly limit, the definitions stop running.
Data Processing Engine Definition to Calculate Purchase Credit and Bonus (Example): Cloud Kicks provides a 5% year-end purchase credit to accounts based on their total effective orders that ended between January 1 and November 30. The salespeople associated with these orders are also rewarded with 0.5% of the total order amount as a bonus. The purchase credit and bonus are granted to the accounts and salespeople on December 1 each year.
Create a Definition to Calculate Purchase Credit and Reward: The Cloud Kicks admin created and activated a Data Processing Engine definition to calculate and update the purchase credit for accounts based on their orders. The definition is also used to calculate the bonuses to be awarded to the salespeople associated with the orders.
Use Salesforce Object and Data 360 Objects as Data Sources: In the Data 360 runtime, you can use Salesforce objects and Data 360 objects such as data lake objects (DLOs), data model objects (DMOs), or calculated insights objects (CIOs) as data sources.
View Reference Nodes: Select a node and view the details of other nodes that currently reference elements of it, such as node sources and mapped fields. These nodes that reference the selected node are known as reference nodes. If you make changes to a node, it’s helpful to know its reference nodes to anticipate any changes that need to be made to them, too.
Work with Data Processing Engine: Learn to create, activate, run, and delete Data Processing Engine definitions. Learn to monitor your Data Processing Engine definition runs and view the status of your definition runs. Also, learn best practices and troubleshooting tips.
Data Processing Engine Workflow: Build Data Processing Engine definitions in CRM Analytics and Data 360 runtimes. Use nodes to select data sources, add the data transformation logic, and configure target writeback destinations for the transformation results. Run and monitor Data Processing Engine definitions.
Write Related Records from Multiple Objects Together: Use the composite writeback node in your Data Processing Engine definition to collate related records from multiple writeback objects. Then write back all the interrelated records together to the target objects, so that you maintain data integrity and avoid any inconsistencies in case of failures.
Writeback Objects: Write back transformed data to standard and custom objects, data lake objects (DLO), data model objects (DMO), JSON, or Analytics datasets. Use the writeback object node to create, update, or upsert records with the transformed data. You can also delete records from the org using the writeback object node. Use related field mapping to write data to multiple objects in a definition.
Create Fulfillment Users for Order Orchestration: During fulfillment, Dynamic Revenue Orchestrator (DRO) uses the permissions associated with the fulfillment user rather than those of the user who submits an order. You can specify a different user for certain orchestration tasks, but generally, the permissions default to the fulfillment user. Select the fulfillment user from the Dynamic Revenue Orchestrator Settings pane.
Dynamic Revenue Orchestrator Advanced Setup: Dynamic Revenue Orchestrator provides advanced setup options to customize and extend its core functionalities that is crucial for leveraging the product's full power and tailoring it to specific business needs.
Fulfillment Assets: After an order is fulfilled, order line items and fulfillment order line items are converted to Salesforce assets.
Assetization Rules for Dynamic Revenue Orchestrator: Use Asset Lifecycle Management to create and activate multiple asset-based orders (ABOs) for the same asset across different sales transactions or orders. Maintaining precise assetization rules makes sure that the system applies changes sequentially and prevents data conflicts during the fulfillment process.
Map Custom Context Definition with Sales Transaction: To start using a context definition, you must associate the context definition's newly created attribute with the context field in the sales transaction node.
Configure Custom Logic in an Asynchronous Flow: When you configure the Decompose Sales Transaction and Orchestrate Sales Transaction invocable actions in an asynchronous request, the decomposition process runs in the background. Pause the flow until decomposition is finished before executing the custom logic and the Orchestrate Sales Transaction invocable action.
Auto Task Fulfillment Step: Use auto tasks to process data automatically as part of your orchestration plan. An auto task fulfillment step requires a Salesforce Flow to perform the automation.
Dynamic Revenue Orchestrator Basic Setup: Dynamic Revenue Orchestrator (DRO) helps seamlessly design and manage the order fulfillment process. It allows you to break down orders into actionable components and track and act on the fulfillment of these components. The basic setup steps help to get started with using DRO.
Callout Fulfillment Step: When fulfilling orders, Dynamic Revenue Orchestrator (DRO) might need to communicate with external systems. A callout handles that communication.
Business Process Changes in an Orchestration Plan: When you roll out a phased implementation of Dynamic Revenue Orchestrator, each rollout phase can change a business process or require multiple configurations of it to coexist.
Clone a Fulfillment Workspace: Copy a fulfillment workspace and its supported design-time records to create a starting point for a new orchestration design. Changes to the cloned workspace don’t affect the source workspace.
Data Type Compatibility for Field and Attribute Mapping: When you map a source attribute or field to a target attribute or tag, Dynamic Revenue Orchestrator (DRO) validates that the source and target data types are compatible. If they aren't compatible, the mapping can't be created.
Configure Dynamic Revenue Orchestrator Analytics Dashboards: Add the delivered Order Analysis and Order Details dashboards to your home page and order record page, respectively. Use filters to further refine the details to be displayed on charts and graphs.
Configure Expression Set Based Mapping: Use expression sets to perform complex transformations on the source product's fields and attributes and use the output variables of the expression sets to enrich the target product's fields and attributes. For example, set delivery priority in the target product based on the order value and the delivery zipcode.
Configure Fallout Rules: Configure rules for how Dynamic Revenue Orchestrator (DRO) handles callouts and auto tasks that fail. Specify how often they're retried, at what intervals, and which queue they go to if they fatally fail.
Configure Fulfillment Step Jeopardy Rules: Configure the rules that determine when a fulfillment step is considered to be in jeopardy, and when it's considered late.
Configure Fulfillment Step Retries: Specify the number of times a failed fulfillment step tries again after failing, and how long it waits before each retry. You can even stagger the time between retries, so that, for example, it retries right away, then again in five minutes, and again in 20 minutes.
Configure Deep Cloning for Fulfillment Workspaces: Deep cloning uses the preconfigured context definition FulfillmentWorkspaceDeepCloneContext by default. Configure deep clone settings to include supported custom fields or objects, or to transform field values during cloning.
Configure Inflight Plan Settings for a Fulfillment Step: As part of creating fulfillment steps, you can configure inflight plan settings to handle customer requests to add, amend, cancel, or otherwise change their order before the order is committed by a sales rep.
Configure List Mapping: Use list mapping to set up pairs of source and destination values. For example, a list of cities that pair with post code values. When the source value is a city name, the target receives the post code of that city. Configure list mapping from the Fields & Attribute Mapping section of a decomposition rule.
Configure a Fulfillment Scenario: Use a fulfillment scenario to define when Dynamic Revenue Orchestrator (DRO) adds a fulfillment step definition group to a fulfillment plan after an order is submitted. Fulfillment scenarios help you add common fulfillment steps automatically instead of creating the steps for each order.
Configure Steps for Future Execution: Fulfillment designers can configure the steps to be executed at a future date and time. They can set a delay for the execution of steps based on the start date of the source line item, the execution time of the previous steps, or a custom date based on a context definition field.
Considerations for Backdated Changes in Dynamic Revenue Orchestrator: Review how Dynamic Revenue Orchestrator (DRO) decomposes and orchestrates backdated amend, renew, and cancel orders and rolls back amend and renew orders. Understand the behavior and constraints when time-awareness isn't turned on.
Considerations for Changing In-Flight Orders: When you set up Dynamic Revenue Orchestrator (DRO) for in-flight order changes, it's important to understand exactly how DRO handles those changes.
Context Definitions for Dynamic Revenue Orchestrator: Dynamic Revenue Orchestrator (DRO) context definitions contain the information required to fulfill a sales transaction. A context definition includes the relationship between nodes and their structure, attributes, context tags, and mapping. Context mapping updates the nodes and attributes with the correct input data from Salesforce objects.
Create a Fulfillment Task Assignment Rule: Create reusable rules to automatically assign manual tasks to users based on the criteria and conditions defined in the rule.
Create a Fulfillment Workspace: To get started, create a fulfillment workspace. You can then add fulfillment groups and steps to the workspace.
Create and Submit an Order: Sales reps submit simple or bundled product orders in Dynamic Revenue Orchestrator (DRO) for decomposition and to instantiate the orchestration plan.
Create Custom Context Definition and Map Attribute to Field: Extend a standard definition that you want to inherit all the standard components such as nodes, attributes, and mappings. Then customize the extended definition based on your requirements by adding components to it.
Create Custom Context Definition and Map Business Objects: Extend a standard context definition where you want to inherit all the standard components such as nodes, attributes, and mappings. Then add components to the extended context definition based on your business requirements.
Create Custom Fulfillment Scope Configuration: Custom scopes use a configurable field in the line item or product object as the scope identifier. This identifier defines how fulfillment line items and steps are instantiated. During decomposition and orchestration, custom scopes group fulfillment order line items and steps according to the scope identifier.
Create Queues for Dynamic Revenue Orchestrator: Create Salesforce queues to contain fatally failed steps: For example, you can create a queue for each group in your organization that handles fallout. These queues must include Fulfillment Step as a supported object.
Create a Technical Product: To create technical products in Dynamic Revenue Orchestrator (DRO), follow these instructions.
Cross-Plan Dependencies: Cross-plan dependencies establish connections between steps in different fulfillment plans that are part of related orders. Use cross-plan dependencies when a step in one order's fulfillment plan relies on the completion of a step in a different order's fulfillment plan.
Use Custom Dates To Schedule Fulfillment Steps: Configure the execution of steps in your orchestration plan based on custom dates that correspond to date or datetime tags in context definition. For example, you can map a custom context tag to a custom field to activate a service on a date requested by the customer.
Apply Custom Scopes to Fulfillment Steps and Dependencies: Use custom scopes to group fulfillment steps and resolve step dependencies based on a business value that you define, such as a tenant group, ramp segment, service location, or sales transaction item group. Standard scopes use a fixed level, such as Plan, Bundle, or Line Item.
Decomposition Scope: Set the decomposition scope to limit how many instances of a fulfillment order line item appear in fulfillment.
Define a Fulfillment Step: After you create a fulfillment step definition group in the workspace, add a fulfillment step definition to it. When an order is submitted, Dynamic Revenue Orchestrator (DRO) creates a fulfillment step in the Orchestration Plan for the order based on this definition.
Define Execution Rules for a Decomposition Rule: To apply logic that determines when a specific decomposition rule runs, define execution rules that specify the conditions for the rule. By default, products decompose into fulfillment line items independent of execution rules.
Define Field and Attribute Mapping: Define how Dynamic Revenue Orchestrator (DRO) maps fields and attribute data between products. DRO uses this mapping to copy or transform commercial order data to the data that fulfillment systems or processes require.
Define How a Product Decomposes: Use the decomposition workspace to set up rules that control how a commercial product or product classification breaks down into technical products. Define conditions and priorities for the decomposition rules. By default, all products decompose into fulfillment line items unless you specify an execution rule and that rule evaluates to false for a given sales transaction item.
Define Orchestration Plan Components: Create and organize fulfillment steps, their dependencies, and fulfillment processes in fulfillment workspaces.
Define Technical Product Attribute Scope: Use technical product attribute scopes to define the role of product attributes in decomposition and assetization. The scope determines whether attribute changes trigger fulfillment or supplemental actions on decomposed line items, or impact fulfillment assets. Defining these scopes at design time optimizes orchestration by processing only relevant updates and keeping asset data lean.
Design Your Order Decomposition: Define how your commercial products decompose into technical products that your order fulfillment team can deliver to your customers. Products decompose based on rules you define, and the technical products can inherit field and attribute data from related commerical products.
Design Your Order Orchestration: Build strategic, efficient, and adaptable order orchestration in Dynamic Revenue Orchestrator (DRO). Create order fulfillment steps, fulfillment step groups, dependencies, and rules for how DRO fulfills orders. Fulfillment steps can be automated, manual, or dependent on other steps.
Order Orchestration in Revenue Management: Dynamic Revenue Orchestrator (DRO) breaks down a single commercial order into multiple, manageable fulfillment steps. You can execute a tailored fulfillment plan for each product or service.
Dynamic Revenue Orchestrator Limits: Order fulfillment processes are governed by limits on order submission, order line items, fulfillment order line items, and workspace usage. These limits differ for asynchronous and synchronous intake, and Dynamic Revenue Orchestrator responds in specific ways when the limits are exceeded.
Dynamic Revenue Orchestrator Analytics: After installing the Dynamic Revenue Orchestrator (DRO) Analytics app, you can use the delivered Tableau dashboards: Order Analysis and Order Details. While DRO fulfills the orders, monitor the processing from the dashboards.
Turn On In-Flight Amendments: Enable your order reps to change fulfillment requests that are in progress. By enabling In-Flight Amendments, users can modify the order or specific line items, or even cancel the entire order or parts of it.
Enable Permission for Context Service Users: Create and manage context definitions easily and efficiently by assigning permission set licenses to your users. Add permissions to specific user personas to complete the work assigned to their role. System admin users have default access to Context Service without requiring any specific permission set licenses.
Configure Automation Failure Handling: Define how Dynamic Revenue Orchestrator (DRO) handles an auto task or callout failure with fallout rules and fulfillment step retries.
Fallout Design and Management: Fallout refers to fulfillment steps that have failed. Dynamic Revenue Orchestrator (DRO) can retry failed callouts or auto tasks, send them to a queue, or simply mark them as failed. During fulfillment, operators can mark steps as complete, or retry them.
Fulfillment Order Line Item Actions: When an order is decomposed, each fulfillment order line item gets an action that's derived from the related order line item actions.
Fulfillment Step States: As steps progress through the fulfillment process, you can check the fulfillment plan to see the state that the steps are in.
Fulfillment User: A fulfillment user is the user whose permissions are used throughout the fulfillment process, unless you specify a different user at a more granular level. If you don't specifically configure a step to be run by a different user in the Run As User field, then Dynamic Revenue Orchestrator (DRO) uses the fulfillment user's permissions.
Dynamic Revenue Orchestrator: If you set up Dynamic Revenue Orchestrator in Winter '27, understand these limitations and workaround, where applicable, to ensure a successful implementation.
Configure Custom Logic between Decomposition and Orchestration: To insert custom logic into the fulfillment process between the decomposition and orchestration steps, invoke the two processes separately. The standard Submit Sales Transaction invocable action runs decomposition and orchestration processes sequentially. To decouple the processes, use the individual Decompose Sales Transaction and Orchestrate Sales Transaction invocable actions. Add your custom logic and compose the fulfillment plan with the necessary, up-to-date information. Custom logic is critical if certain data needed for specific validations or data enrichment is only available after decomposition. After the custom logic executes, trigger the Orchestrate Sales Transaction invocable action through various methods, such as custom platform events, Apex triggers, or direct flow actions.
In-Flight Order Change Example: To help fulfillment designers understand how in-flight order changes work, refer to this example scenario.
How Skipping a Fulfillment Branch Works: A fulfillment branch contains an initial step and a series of dependent steps that follow it. When you turn on Skip Branch for a step and that step is skipped, the branch that depends on the step is also skipped because the remaining steps no longer apply. For example, if the Get Shipping Address step is skipped, the subsequent steps related to shipping are also skipped.
Import a Fulfillment Step Definition Group: To help scale your fulfillment plans, and ensure consistency across plans, you can import your existing fulfillment step definition groups directly from a fulfillment workspace.
In-Flight Order Changes: Sometimes customers request modifications to their orders after the order is submitted for fulfillment by the sales rep. Modifications can include changing the entire order, specific line items, or even canceling part or all of the order. Changes that happen during fulfillment are called in-flight order changes.
Install the High Tech Order Orchestration Template: Install the preconfigured High Tech Order Orchestration Template from Salesforce Go. Use its products, fulfillment steps, dependencies, and automations as a starting point for common high tech order scenarios.
Manual Task Fulfillment Step: Add a manual task to orchestration when you need user input at a particular place in the fulfillment flow. For example, when you need an approval sign-off or manual enrichment of data. Dynamic Revenue Orchestrator (DRO) can assign a manual task to a user or a queue.
Milestone Fulfillment Step: A milestone represents a point in the fulfillment process between different flows of control, and is completed when all of its dependencies have been completed. For example, you can use a milestone to indicate a fulfilled order, at the end of your orchestration plan.
Monitor Decomposition During Fulfillment: After a user submits an order to Dynamic Revenue Orchestrator (DRO), you can see how products decompose and can spot issues right away.
Dynamic Revenue Orchestrator for Business Processes: Use Dynamic Revenue Orchestrator (DRO) to design and orchestrate any object regardless of whether is is based on a sales transaction. Review the differences between sales transaction-based and non-sales transaction-based business process orchestration setup.
Orchestrate Non-Sales Transaction Business Processes: Dynamic Revenue Orchestrator (DRO) orchestrates objects even if they aren't based on sales transactions. For example, you can orchestrate the dunning processes by using DRO to trigger personalized workflows based on customer segments. DRO can orchestrate obligations to track and fulfill post-sale milestones like delivery or service level agreements.
Considerations for Creating a Non-Sales Transaction Context Definition: To orchestrate a non-sales transaction business process, create a context definition and map it to the fields of the object to orchestrate. You can also extend an existing context definition by adding a mapping to the object that you want to orchestrate. Keep these considerations in mind when creating a custom context definition and its mapping.
Requirements for Creating Orchestration Plan Context Mapping: Create an orchestration plan context mapping entry to connect the business data in an object to the orchestration logic within Dynamic Revenue Orchestrator (DRO) by using the orchestration type. DRO includes the Generic orchestration type to orchestrate non-sales transaction objects.
Orchestrate Sales Transaction Business Processes: Set up a workflow to orchestrate business processes such as Quote to Order, Order to Cash, Incidents, Cases, Service Requests, and custom objects. First, extend the Sales Transaction context definition. Then, clone and save the required mapping, update the mapping to link the Sales Transaction node attributes to your business object's fields, create a procedure plan definition and associate it with the new context definition, and then configure the new context definition for the Sales Transaction Context Definition. Finally, submit the business process for orchestration.
Order Line Item Actions: When an order is submitted, each line item gets an action, such as Add and Amend. Learn about what these actions mean in Dynamic Revenue Orchestrator.
Automate Order Submission to Dynamic Revenue Orchestrator: Create a record-triggered flow that automatically submits Revenue Management (formerly Revenue Cloud) orders to Dynamic Revenue Orchestrator when the orders are activated.
Pause Fulfillment Step: Add a pause step to hold a fulfillment plan until your conditions are met. When orchestration reaches the pause step, the step enters the In Progress state and fulfillment stops. Dynamic Revenue Orchestrator (DRO) reevaluates the Resume On rule only when an update changes an order line item or fulfillment order line item attribute that the rule uses. Once the Resume On rule conditions are met, the pause step moves to the Completed state and fulfillment continues.
Permission Sets in Dynamic Revenue Orchestrator: Permission sets extend the user's functional access without changing their profiles and are the recommended way to manage permissions. Dynamic Revenue Orchestrator (DRO) provides standard permission sets for administering DRO, designing fulfillment, managing fulfillment at run time, and submitting transactions. Assign the permission set that matches each user's role.
Point of No Return State Propagation: After an order item reaches Point of No Return (PONR), you can’t cancel or amend the order. When a PONR-marked fulfillment step transitions to an In Progress status, the PONR state change applies to the related commercial and technical products within the bundle, depending on the product type.
Provide Dynamic Revenue Orchestrator Access: Assign the appropriate permission set to give users Dynamic Revenue Orchestrator access, and review the permissions included in a permission set.
Decompose and Fulfill Ramp Deals: Use Dynamic Revenue Orchestrator (DRO) to decompose, orchestrate, and assetize ramp deal orders across time segments. DRO sequences fulfillment steps, creates fulfillment assets, and processes amendments based on each segment's effective dates and values. A ramp deal contains standalone order line items divided into time segments whose price, quantity, discount, and other attributes can vary.
Retry Assetization for a Dynamic Revenue Orchestrator Order: If assetization doesn't complete after fulfillment, fix the cause of the failure and invoke the Create or Update Asset from Order action. The action retries commercial assetization for the order and starts technical assetization to create or update its fulfillment assets.
Retry or Complete Multiple Failed Fulfillment Steps: From a list view or queue, retry or complete multiple steps at once. If you complete a step in this way, the step ignores any errors that can otherwise stop the completion of the step.
Submit Orders for Decomposition and Order Fulfillment: Sales reps submit orders to Dynamic Revenue Orchestrator (DRO) for decomposition and fulfillment. During run time, fulfillment operators can track the decomposition and orchestration plans for submitted orders.
Set Dependencies Between Fulfillment Steps: Connect fulfillment step definitions to create a dependency between them. When an order is submitted, the steps run in the order that you define.
SLA Jeopardy Administration: Honor your Service Level Agreements (SLAs) with alerts and other settings to handle fulfillment steps that run behind or fail to finish.
Staged Assetize Step: Use a staged assetization step to assetize standalone products or product bundles while other order line items are in process.
View Step Status and Details: After you submit the order to DRO, go to Fulfillment Lines and select View Fulfillment Plan to view the step status, details, and dependencies.
Create Custom Context Definitions for Order Orchestration: During the fulfillment of orders, Dynamic Revenue Orchestrator (DRO) sometimes uses the permissions associated with context definitions. Add a custom context definition by extending the Sales Transaction Context Definition.
Handle Conflicts During Asset Date Amendments by Using Submit Order with Validation Flow: It's common to request adjustments to license subscription start dates, either moving them earlier if your users are ready to use them or delaying them if they are not. However, if the order that created the asset has incomplete steps in its fulfillment plan, submitting an asset amendment can result in two orders updating the asset simultaneously. Identify and handle incomplete steps in the fulfillment plan by using the Submit Order with Validation flow.
Configure Custom Logic in a Synchronous Flow: When you configure the Decompose Sales Transaction and Orchestrate Sales Transaction invocable actions in a synchronous request, the flow executes the actions sequentially.
Technical Bundles: Technical bundles organize related fulfillment line items into a hierarchy under a single root. This grouping keeps related products together so they follow consistent fulfillment actions throughout their lifecycle.
Build Your Technical Product Catalog for Dynamic Revenue Orchestrator: A technical product represents the items, services, or processes that enable order fulfillment to deliver a complete commercial product to your customer. A technical product lets fulfillment designers decouple front-office entities from mid- and back-office entities. To use Dynamic Revenue Orchestrator, you must configure your technical products using Product Catalog Management.
Order Fulfillment With Time-Awareness: Manage complex, multi-year subscription lifecycles by using time-awareness in fulfillment assets. Instead of using a static snapshot of an asset, time-awareness aligns orchestration with the effective dates of each change, so that additions, cancellations, and renewals of backdated and future-dated orders update only the assets that change in that period.
How Dynamic Revenue Orchestrator Determines Actions for Time-Aware Assets: When you turn on time-awareness, Dynamic Revenue Orchestrator (DRO) evaluates the state of a Fulfillment Asset (FA) record and its Fulfillment Asset State Period (FASP) records before and after technical assetization, along with any attribute changes. DRO then determines the decomposition action for a given period.
How Time-Awareness Works: Fulfillment Order Product and Fulfillment Asset records use the Fulfillment Asset State Period (FASP) object to track a subscription's state, quantity, and attributes over time. Each FASP record represents a fulfillment asset's distinct time segment, tied to an asset state period of the corresponding source asset. When a source asset has multiple asset state periods, Dynamic Revenue Orchestrator (DRO) creates multiple FASP records accordingly.
Turn On Time-Awareness: Dynamic Revenue Orchestrator (DRO) supports both time-agnostic and time-aware data. During decomposition and assetization, time-awareness evaluates timelines to identify changes in fulfillment asset quantities and attributes over time.
Example: Add Action with Time-Awareness Turned On: Let's see how Dynamic Revenue Orchestrator (DRO) uses time-awareness to decompose a multi-year ramp deal into fulfillment order line items (FOLIs) and Fulfillment Asset State Period (FASP) records that align with each year's effective dates.
Example: Mid-Year Amendment with Split Fulfillment Asset State Periods: Let's see how Dynamic Revenue Orchestrator (DRO) uses time-awareness to split existing Fulfillment Asset State Period (FASP) records when a new contract starts mid-year, and how it derives No Change, Amend, and Renew actions for the overlapping timeline.
Migrate Fulfillment Assets from Time-Agnostic to Time-Aware: Attribute values of Fulfillment Asset (FA) records created before time-awareness reflect only the most recent assetization state and not the values that were in effect during each asset state period in the past. When you submit an Amend, Renew, or Cancel order on these assets, decomposition can derive the wrong fulfillment order line item action for the affected period. Also, the resulting fulfillment asset state period (FASP) values can be incorrect.
Orchestrate Orders with Time-Awareness: Dynamic Revenue Orchestrator (DRO) sequences fulfillment steps across time period. Steps for a future period wait for the preceding period to finish, while configured dependencies continue to control the order of execution within each period.
Turn On Task Linking to Step Source: Salesforce tasks are linked to fulfillment steps. Enable the linking of a Salesforce task to a fulfillment step source.
Turn On Future Dated Steps: Turn on Future Dated Steps feature to configure steps to execute at a future date and time.
Unit Of Measure Inheritance and Rounding Values: During decomposition, the fulfillment order product inherits the unit of measure from the related technical product. During technical assetization, the fulfillment asset inherits the unit of measure from the corresponding fulfillment order line item.
Turn On Context Definitions: Context definitions ensure efficient data access at every step of the orchestration process. A context definition includes a structure that defines the nodes, its attributes, and context tags.
View Fulfillment Step History: Monitor the changes to a fulfillment step, such as status modifications, on its detail page by using the Fulfillment Step History related list.
Dynamic Revenue Orchestrator Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of Dynamic Revenue Orchestrator (DRO) concepts and helps them navigate the Dynamic Revenue Orchestrator landscape.
Dynamic Revenue Orchestrator Context: The Salesforce DRO solution comes with its own predefined context definitions that are used to map sales transactions to objects like order and quote.
Dynamic Revenue Orchestrator Integration in Industries CPQ: Salesforce is boosting Dynamic Revenue Orchestrator (DRO) with powerful new tools and interfaces. Key enhancements include a new Decomposition Workspace, a dedicated Fallout Library, and a streamlined Fulfillment Workspace.
Edit Decision Matrix Rows and Columns: You can't edit an active decision matrix version. To edit an active decision matrix version, disable the version first. You can edit decision matrix columns if only one version of a decision matrix exists and the version has fewer than 1,000 rows.
Einstein Autofill (Beta): Manual data entry is a time-consuming and error-prone task for customer service reps (CSR) in banking and other industries, such as hospital receptionists, automotive dealers, retail support personnel, and insurance claim specialists, especially when they handle customer complaints. Inefficient data entry can lead to delays, repeated information requests, and frustration for both CSRs and customers.
Add Einstein Autofill Omniscript Component (Beta): To generate Einstein Autofill recommendations and customize the Autofill elements, select any Omniscript and use the properties panel to configure the feature.
Action Launcher Creation and Configuration for Einstein Autofill (Beta): To give your users quick access to the Einstein Autofill feature, configure the Action Launcher on the record page where the deployment is created. Action Launcher doesn't directly launch, deploy, or search for the Einstein Autofill feature; instead, it launches the Omniscript that embeds the Autofill component. If you already have an Action Launcher deployment, you can add the Omniscript to it.
Enable Einstein Autofill (Beta): Enable Einstein Autofill (Beta) for your org to instantly transform call and chat conversations into form suggestions by using AI-driven recommendations. Use Einstein to generate instant, contextually relevant suggestions.
JSON Schema Example: A JSON Schema defines the structure for the form fields related to autofill use cases
Einstein Autofill Setup (Beta): Set up Einstein Autofill to get access to AI-driven recommendations. Make sure that you meet all the prerequisites.
AI Summary: Empowers contact center executives to quickly and efficiently generate AI-driven insights within their existing workflows. AI Summary provides relevant insights in context, without requiring users to switch screens whether they are viewing a specific record or their home page. AI Summary is available on the home and record pages.
Add AI Summary to a Page: Make the AI Summary (formerly Einstein Summary) component available to your users by adding it to the desired record or home page.
Customize AI Summary on Home Page with Context Service: Use the Context Service integration to create dynamic, insightful summaries and show them on your homepage. For example, a sales rep’s dashboard can highlight top leads and opportunities to help them prioritize high-impact tasks.
Enable Einstein Generative AI: To use the Einstein generative AI features to generate insights from records, turn on the Einstein Generative AI preference in Setup.
Generate Summary and Insights: Contact center executives can get summaries and insights on records at the click of a button. The concise overview saves time and helps users quickly understand the records.
AI Summary Add-Ons and Permissions: Users access AI Summary (formerly Einstein Summary) in their Salesforce org through supported editions, add-ons, and permissions.
Considerations for Prompt Templates: Prompt templates are available in AI Summary based on specific conditions. Make a note of the conditions required to successfully integrate your prompt templates with AI Summary.
Emergency Response Management and Contact Tracing (Managed Package Feature): Help your health department serve its constituents and communities when faced with a health emergency. Quickly triage and evaluate patients, provide ongoing engagement and monitoring, and protect communities from widespread impacts with contact tracing.
Enable Care Teams to Track Gaps: Health Cloud helps care providers identify and track gaps in a person's care where the care team can make a difference. To close a care gap, you tie it to a support process.
Verify Chatter Settings Are Enabled: Chatter helps Health Cloud users collaborate in real time with Salesforce. It’s a fast, simple tool that enables users to talk to each other, work together, and share information.
Enable Integrations: An integration is a prebuilt app or a configurable example. Integrations simplify the business workflow implementation by allowing external systems to easily integrate with the Salesforce Cloud apps. An integration can depend on several other apps that are necessary to complete a business use case. For example, an integration app that syncs orders between SAP S/4HANA and Salesforce Manufacturing Cloud has a related System API app to connect Salesforce to the SAP S/4HANA system. Enabling an integration configures and deploys an instance of the integration and its dependent apps in your MuleSoft instance. Enable an integration multiple times to create multiple instances of the same integration.
Enable Intelligent Document Reader: To give users access to Intelligent Document Reader, enable the feature and select the named credential that you created for your Amazon Web Services (AWS) account.
Enable Scoring Framework: Enable Scoring Framework to define the template configurations that are used to create CRM Analytics apps. These apps install preconfigured recipes and Einstein Discovery models that generate scores for your predictive use cases.
Enable Contacts to Relate to Multiple Accounts: Relate a single contact to multiple accounts so you can easily track the relationships between people and organizations. For example, a care provider who is represented as a contact can be related to an organization's primary account as well as to a patient’s person account record.
Enable Surveys: Enable your care coordinators to create surveys.
Enable the Actionable Lists Tab: Make the Actionable Lists tab available for list creators so that they can access actionable lists.
Enable the Audit Trail Tab: Make the Audit Trail tab available for System Administrators so that they can access Audit Trail.
Enable the Outreach List Tab: Make the Outreach List tab available for agents so that they can access Outreach List.
Enable Users to Track the Progress of Engagement Interactions Visually: Use Path Assistant to create paths to guide your users through the steps of a business process, such as working on an engagement interaction from initiation to successful resolution. Simply configure a path assistant on the Engagement Interaction object and then add the Path component to the Engagement Interaction record page.
Activate the Price Book: Select and activate a price book to configure pricing for the products.
Add Product and Pricing Data: To add sample data, download and execute specific Apex classes. This process creates the necessary records for the features to function correctly.
Add Related Lists for the Account Object: Set up the page of the Account object to show more information under Related Lists. You can see the account billing accounts, contact roles, contacts, energy service agreements, and related contacts associated with the account.
Add Related Lists for the Case Object: Set up the page of the Case object so that it shows more information under Related Lists. You can see the Case Related Subject, which lists the record associated with the case, such as the Billing Account, Service Point, or Location record.
Adjust Product Page Layout: Adjust the Product page layout to ensure that all necessary fields and related lists are visible.
Agent Console: Equip your service reps with a 360-degree view of your customers using the Agent Console. The Agent Console app provides reps with usage statistics, interaction history, and a range of other tools that help them respond quickly and minimize the resolution times of customer issues.
Assign Additional Permission Sets to Users: After setting up the admin user and standard user, assign the additional permission sets required to use multisite features.
Customize Multisite Quote: You can synchronize custom fields, add new price-impacting attributes, and Read Quote Line Item Recipient (QLIR) Custom Field Values in CML.
Customize Site Upload in Bulk: Select to use only one upload method, define mandatory columns for the uploaded CSV files, set opportunity product recipient fields for mapping, and exclude the manual site creation process.
Extending the Agent Console: Extend the Self-Service Portal with these optional customizations based on your business needs.
Enable Agent Console Features: Turn on settings in your org that enable the Agent Console's associated features. Allow users to relate a contact to multiple accounts, enable interest tags, enable action launcher, enable timeline, disable automatic calculation of a contract's end date, and grant access to record alerts.
Enable Multisite Features: Enable multisite features such as bulk site upload and multisite quoting for Energy and Utilities.
Energy & Utilities Sales Prerequisites: Before you set up Energy and Utilities Sales features, complete the preconfiguration in your Salesforce org to ensure a smooth and successful setup process.
Enable Tariff Comparison: Enable Sales for Energy and Utilities and the Tariff Comparison feature for Energy and Utilities.
Extending Reference Products: Define new attributes, assign them to classifications, and create new pricing data.
Extending Tariff Comparison: Extend the Tariff Comparison feature with optional customizations based on your business needs.
Set Up the Agent Console: Set up the Agent Console to equip your service reps with all the features they need to be effective.
Learn and Explore: Understand the features in Agent Console that you need to address your business requirements. Explore the Agent Console data model.
Multisite Quoting: Multisite Quoting is an Energy & Utilities Cloud feature designed to streamline the quoting and ordering process for large Commercial and Industrial (C&I) customers. Utility companies can manage complex quotes for customers who operate across extensive networks of locations.
Energy and Utilities Cloud Sales Personas: Explore the different types of users who work with Energy and Utilities Cloud Sales features and the permission sets they need.
Preconfiguration Steps: Before beginning the configuration of Energy and Utilities Cloud Sales features, it's important to complete the preconfiguration steps to ensure a smooth and successful setup process.
Set Up Flows for Multisite: Configure flows to enable multisite features such as site bulk data upload, multisite quoting, streamlined product selection, automated order creation, and the provision of energy utility services.
Set Up Multisite Features: Enable, configure, and verify all essential features, user permissions, flows, and constraint models to fully implement multisite features for Energy and Utilities Cloud.
Set Up Product Catalog for Energy and Utilities Cloud Sales: Set up your product catalog to use Energy and Utilities Cloud Sales features. These steps are common prerequisites for several Energy and Utilities Cloud Sales features, including Tariff Comparison and Sample Products.
Set Up the Reference Products: Set up reference products by assigning licenses, permission sets, and adding product and pricing data.
Set Up Standard User: Configure sharing settings, create user profiles and permission sets, and assign permissions to set up a standard user, such as a sales representative who can browse catalogs and compare tariffs.
Set Up Tariff Comparison: Enable the Tariff Comparison feature, set up external services, create sample data and metadata, configure context definitions and pricing procedures, update settings, and configure the Tariff Comparison and Energy Service screen flows.
Set Up Multisite Quoting: Enable, configure, and verify the essential features, user permissions, flows, and constraint models to fully implement multisite quoting and quick multisite quoting for Energy and Utilities Cloud.
Set Up Bulk Site Upload: Enable, configure, and verify the essential features, user permissions, flows, and constraint models to fully implement the bulk site upload feature for Energy and Utilities Cloud.
Site Bulk Upload: You can bulk upload site data to accelerate the quoting process. Large commercial and industrial customers with many service points can efficiently upload site data by using CSV files. It enables sales support teams and Salesforce admins to import large volumes of service point (site) data directly into an Opportunity or Quote by using standard CSV files.
Add a New Service Point Field: Add or modify a new field for the Service Point that can impact pricing. For this procedure, we assume a custom field called
Tariff Comparison: Sales and service representatives can use tariff comparison to quickly and efficiently compare energy product offerings and service rates. Representatives can suggest fully priced offers, including commodity plans and non-commodity add-ons, and seamlessly enroll customers in new products and services.
Configure the Product: Configure the Product Details Config CSV, set up and activate the Service ProductConfigDT decision table, and upload the ServiceProductConfigDTCSV file.
Create a New Commodity Product: Create new attributes, categories, and product classifications, then create and categorize a new product with the appropriate specification type.
Set Up a New Commodity Product: Set up a new sellable product, such as a new electricity tariff plan, that is linked to a technical product with a specific charge type.
Set Up External Service: To integrate Energy and Utilities Cloud applications with external applications, set up a named credential and an external service.
Troubleshooting Bulk Site Upload: Troubleshoot common errors related to the automatic mapping feature, upload notifications, and CSV data failures.
Troubleshooting Multisite Features: Troubleshoot issues regarding sync notifications, product visibility, attribute propagation, and consumption calculations in the Multisite environment.
Update Context Definition for Multisite: Update the context definition for your pricing procedure to ensure it references the correct data structure for multi-recipient product discovery.
Upload Sites in Bulk: Upload a CSV file containing customer site information to add multiple sites to an opportunity at once.
Activate the Energy Service Flow: Automate your energy services by cloning and activating the installed template flow. Make sure that your default workflow user is set to an administrator before you clone the flow.
Activate the Notification Flows: Ensure that subflow references resolve correctly by turning on the emergency callout flows in a specific sequence.
Activate the Send Notification Flow: Enable the automated trigger that sends notifications to Slack when bulk site data is uploaded to a multisite quote.
(Optional) Add Billing Insights to the Account Object: The Billing Insights component is available on the out-of-the-box Account record page, but if you have a custom Account record lightning page, you must either deactivate the custom page or add the component to the page manually.
Add Einstein Summary to the Account Object: Embed the Einstein Summary component to the Agent Console app so service reps can generate summaries of an account record. The component uses the Summarize Energy Account prompt template to generate a summary of the account's key information. Once you add the component, you can configure it to display the summary in a specific location on the page.
Edit the Indicator Assignment Object: In Program Management Console, the Indicator Assignment object connects to the Indicator Definition object which is used to measure your impact. Add Program Product as a picklist value in the Indicator Assignment Type field to connect it to a Program Product.
Add the Apex Actions to the Template Flows: Integrate your new Apex classes into the emergency callout process by wiring them into the template flows as Apex actions. You need to assign these Apex classes to the dispatcher profile.
Agent Console Objects and Fields: Agent Console displays account, premises, and service details only when the required fields on Product, Account, Billing Account, Location, Service Point, and Energy Service Agreement records are set. Review which fields Agent Console reads and the values it expects.
Agentforce for Cart Operations in Energy & Utilities (Managed Package): Use out-of-the-box Industries CPQ Apex invocable actions and preconfigured flows in Agentforce actions to perform essential cart operations in the Energy & Utilities managed package. This out-of-the-box solution eliminates the need for custom Apex, helps sales reps efficiently manage quotes and orders directly with Agentforce, and improves customer experience.
Agentforce for Energy Quote Recipients Grouping: Sales reps improve their efficiency by creating recipient groups for quotes using Agentforce in Energy & Utilities, reducing the manual task of selecting recipients to create groups. With quote recipient groups, sales reps configure and apply an offer to a group of recipients without cloning the offer for each recipient individually. This improves scalability, usability, and performance of quote line items by managing the offer in a single representation of the quote line items associated with multiple recipients.
Agentforce for Energy Tariff Comparison: With Agentforce Tariff Comparison, sales and service reps can compare energy and utility tariffs and enroll existing customers in new plans through a conversational experience directly in the Agentforce panel. The AI agent automatically resolves service points, retrieves available tariff configurations, and generates fully priced product options to walk reps through side-by-side plan comparisons.
Agentforce for Energy & Utilities: Agentforce for Energy & Utilities is an autonomous AI solution that helps energy and utility organizations improve operational efficiency, boost customer satisfaction, and optimize employee experiences. The solution includes AI agents that are deeply integrated with your energy and utility data, metadata, and knowledge base.
Application Approval Process (Managed Package): Automate the application approval process for energy and utility programs such as Clean Energy Programs, EV charger installation services, and rebates for energy-efficient appliances.
Assign Connection Milestones Based on Application Programs: Assign the right milestones to each new connection automatically, based on the program the customer applied through. The Associate Entitlement with Individual Application flow matches each application's program to an entitlement, and the entitlement's SLA policy determines which milestones apply.
Assign Data Processing Engine Permissions: Before you deploy Data Processing Engine components, you must assign permission sets to the Analytics Integration User. Clean Energy Programs Management Console uses Data Processing Engine to aggregate or calculate tracking matrices.
Assign Permission Sets to Admins: Assign these permission sets to the admin user to work with the emergency management, so that they configure the callout process.
Assign Permission Sets to Technicians: Assign these permission sets to the technician users to work with the emergency management, so that they respond to callouts from the Salesforce Field Service mobile app.
Assign Permissions for Admin User: Assign Consumer Sales User permission set to the admin users to access the tariff comparison features.
Bill of Material: Refer to the Bill of Material for the Agent Console to understand the components that you need to configure for your business requirements.
Bill of Material: Refer to the Bill of Material for the Self-Service Portal to understand the components that you need to configure for your business requirements.
Billing Considerations for Energy Quote Recipient Grouping: Energy Quote Recipient Grouping uses Flex Credits to call generative AI. Use of Energy Quote Recipient Grouping impacts the consumption of credits used for billing in these usage types.
Billing Considerations for Energy Tariff Comparison: Energy Tariff Comparison uses Flex Credits to call generative AI. Use of Energy Tariff Comparison impacts the consumption of credits used for billing in these usage types.
Bind the Custom Notification Type to the Mobile App: Ensure that emergency push notifications reach your service resources by connecting your new custom notification type to the Salesforce Field Service mobile app.
Features of Self-Service Portal: Learn how the Self-Service Portal app supports business operations and the needs of Energy and Utility companies.
Configure Your Org for Contact Center Console: Configure your org for Contact Center Console. After you complete this configuration, you can download and deploy the Contact Center Console components.
Cache Regeneration Process Overview: The Customer Acquisition Management application uses on-platform caching to offer best-fit products and services to customers with the ability to scale with demand together with speed and reliability.
Cart Management and Order Fulfillment for Consumer Sales in Energy & Utilities Cloud Sales: Consumer Sales for business-to-consumer (B2C) provides a comprehensive solution for residential and small business users. Built on the Salesforce Platform, this setup empowers admins and developers to capitalize on the growing subscription market by using an enhanced cart-to-asset sales journey.
Clean Energy Program Management Console Setup with AI Tools: With an AI coding agent and Salesforce setup automation, an Energy & Utilities admin takes an org from no clean energy program management capability to a configured clean energy program management console.
Clean Energy Program Management Console Requirements: Before you set up a clean energy program management console with AI tools, confirm that your org has the required licenses and a supported edition. You also need admin credentials, the Salesforce CLI with permission to authenticate it to your org, and an AI coding agent such as Claude Code or Agentforce Vibes to run the setup recipe.
Clean Energy Program Management: Clean Energy Program Management provides the foundations of a connected experience for utilities, contractors, and customers through a single system.
Clone the Partner Community Profile: Create a custom profile for the contractor by cloning the partner community profile and assigning additional permissions.
Energy & Utilities Cloud Consultant Learning Journey: This learning journey is for anyone in a business role with a focus in the Energy and/or Utilities industries. The journey will guide you through all of the Salesforce Industries product training courses and certifications that are needed to prepare you to consult on an Energy & Utilities Cloud implementation project.
Energy & Utilities Cloud Developer Learning Journey: This learning journey is for anyone in a technical role with a focus in the Energy & Utilities industry. The journey will guide you through all of the Salesforce Industries product training courses and certifications that are needed to prepare you to work on an Energy & Utilities Cloud implementation project.
Community Profile Setup: Create and configure a dedicated user profile with the necessary permissions to access and run flows within the portal.
Configure Category Icons: Map-specific icons to your product catalog categories to provide a visual representation of services like electricity and gas.
Configure Data Sharing Options: Determine how record information and object types are displayed when shared within Slack channels.
Configure the Data Source for Graphs in the Usage Tab: The graphs in the Usage tab represents data visually so that your customers can notice trends and better understand their usage metrics across weeks or months.
Configure Energy & Utilities Features and Feature Sets: Salesforce Go offers a powerful array of features and preconfigured feature sets designed to accelerate the deployment of Energy & Utilities features in a consolidated experience.
Configure the Scheduled Application Approval Flow: Use the Scheduled Application Approval flow template to automatically trigger the application approval process at a certain time every day for all submitted applications in your org.
Customize Contractor Portal: Configure Contractor Portal to provide a quality, branded experience for your customers.
Configure the Program Management Console: Program Management Console uses Business Rules Engine, Data Processing Engine, OmniStudio, and Flow components. Configure Program Management Console components to provide a quality experience with brand customization.
Considerations for Agentforce for Energy & Utilities: Review the supported large language models (LLMs), languages, trust capabilities, and usage billing considerations before you set up and use Agentforce for Energy & Utilities.
Contractor Portal: Build a streamlined, external-facing portal where your contractors can view and update their partner accounts, enroll in clean energy programs, and collaborate with utility service companies.
Create a Contractor Portal Site: Before you can configure your Contractor Portal, create a Contractor Portal site. Energy & Utilities Cloud provides a template for the Contractor Portal site to get you started.
Create a Dispatcher Profile and User: Create a dedicated dispatcher profile and user so that dispatchers can run the callout process. This task is required when you want a separate user to initiate and manage emergency callouts.
Create an Emergency Callout Roster: Dispatch resources quickly during an incident by generating an emergency callout roster and adding ranked resources to the assignment list.
Create an Integration User for Tariff Comparison: Create a dedicated, API-only user so that external systems and automated processes can call the Tariff Comparison APIs. This task is required only when you use an integration user.
Create and Wire Apex Classes into the Template Flows: Salesforce ships the emergency management automation with draft template flows. The Apex that performs the Field Service backed availability, roster, and ranking work isn't delivered to your org. Author three Apex classes, add them to the template flows as Apex actions, and then clone and activate the flows. The Apex that performs the Field Service backed availability and ranking work isn't delivered to your org.
Create the Emergency Callout Custom Notification Type: Help dispatchers send mobile alerts by creating the custom notification type used for emergency callouts. The Send Emergency Callout Notifications flow looks up this notification type by its exact API name.
Create the New Connection Manager Profile: Clone the Standard User profile to create a New Connection Manager profile, and grant it the permissions needed to manage new utility connection applications.
Customize Notification Content: Modify the icons and labels of Slack notifications to align with your organization's branding and communication style.
Customize Your Flows in Emergency Management Flows: Tailor your emergency callout automation to your utility by cloning and customizing the provided template flows. Adjust configurable constants, formulas, and eligibility rules to notify service resources for using your own logic and labels.
Data Model for Energy & Utilities Sales: The Energy & Utilities Sales data model includes objects and fields that publishers can use to store and manage information about their reference products, tariff comparison, opportunities, quotes, and orders that sales reps use to engage prospective and existing customers. The data model is built with industry-wide best practices, and you can adapt and extend the data model to meet your company’s unique needs.
Data Model for Self-Service Portal: Self-Service Portal uses the enhanced data model, which combines standard Salesforce objects with Energy and Utilities Cloud objects. All Energy & Utilities Cloud standard apps share the enhanced data model, and permission sets control access to its objects. You can't use the enhanced data model with the managed package data model.
Energy and Utilities Cloud Data Model Objects: Data model objects (DMOs) store different types of data in Data 360. Get access to standard model objects as part of the SSOT package that's automatically installed in your org with Energy and Utilities Cloud and Data 360. You can use some DMOs only if you use Energy and Utilities Cloud in your org.
Energy and Utilities Data Kit: Get your Data 360 implementation up and running by installing the predefined Energy and Utilities data kit. A data kit packages Data 360 components, such as calculated insights, data model objects, and invocable actions. The data kit helps you deploy the components in your org. The Energy and Utilities data kit contains predefined calculated insights that help you manage business accounts, service accounts, billing accounts, and service points data in Data 360. Install the data kit in your org and activate the calculated insights.
Activate Calculated Insights from the Energy and Utilities Data Kit: To use the calculated insights that come with the Energy and Utilities data kit, create and activate the calculated insights from the installed data kit in Data 360. A calculated insight is a multidimensional metric that you can analyze and use to build segments.
Energy and Utilities Cloud Calculated Insights: Calculated insights are metrics created by using complex calculations that aggregate data based on numerous factors. The Energy and Utilities data kit contains predefined calculated insights that help aggregate, average, compare energy and water consumption by time of use, service point, and account to serve your case using Data 360 insights. The insights are created based on the digital state in Data 360 and are automatically recalculated when the base data changes.
Create Your Own Energy and Utilities Data Kit: Create your own data kit to test your configurations in a development org or if the predefined Energy and Utilities data kit doesn't meet your needs. For example, create a data kit and add add calculated insights that aggregate metrics that your company uses in its operations.
Install the Energy and Utilities Data Kit: To start using the predefined calculated insights that come with the Energy and Utilities data kit in your org, install the Energy and Utilities Data Kit package.
Use Data 360 for Energy and Utilities Cloud: Connect, harmonize, and analyze your customer's energy use data for sales and service at scale with Commodity Data Kits for Energy and Utilities Cloud. Easily start your implementation by installing the Energy and Utilities data kit that comes with DMOs, calculated insights and an invocable action and flow. Harmonize, query, transform, and segment your energy or water use data. Empower teams and customers to make data-driven decisions so that Utilities may maximize operational performance, and elevate customer satisfaction.
Configure Settings Before Using Data 360 for Energy and Utilities: Before you use the Energy and Utilities data kit and the Energy and Utilities data model objects, complete the basic setup required to work in Data 360. You must set up Data 360, enable the required Energy and Utilities features, connect Data 360 to your Salesforce CRM org, and configure the security permissions.
Configure the Scheduled Application Approval Flow: Use the Scheduled Application Approval flow template to automatically trigger the application approval process at a certain time every day for all submitted applications in your org.
Deploy the Energy & Utilities Sales Solution: Quickly configure your org with essential Energy & Utilities Sales features. The Energy & Utilities Sales solution automates the deployment of multisite and tariff comparison from a single guided experience.
Design Promotions for Multisite: Design promotions for simple products, bundles, and product categories to acquire new customers or engage existing customers. Define the type of promotion, start and end dates, and eligibility criteria. For manual promotion, add coupons to the promotion. You can also specify the specific channels where promotions can be applied.
Discover and Set Up Energy & Utilities Features with Salesforce Go: Explore, set up and configure, and monitor usage of Agentforce Energy & Utilities features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration, all without leaving the setup page. Discover more Energy & Utilities features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Download and Deploy Contact Center Console Components: Contact Center Console components are available to you as static resources in your Salesforce org. To use these components, download and then deploy them into your org.
Download and Deploy Short Cycle Work Components: Short Cycle Work components are available to you as static resources in your Salesforce org. To use these components, download and then deploy them into your org.
Download and Deploy Utility Self Service Portal Components: Utility Self Service Portal components are available to you as static resources in your Salesforce org. To use these components, download and then deploy them into your org.
Emergency Callout Compliance and Auditing: Maintain auditable records of callout decisions to demonstrate compliance with labor union agreements and avoid grievances.
Emergency Callout Process: Initiate callouts, generate ranked rosters by pay grade, and mobilize service resources during emergency restoration events. The emergency callout process helps dispatchers rapidly mobilize qualified field technicians for restoration work. When an outage or emergency occurs, the dispatcher creates a resource callout record linked to a service appointment on the work order. The system then identifies eligible service resources through the Field Service managed package, groups them by pay grade within each service territory, and generates a ranked roster for notification and response tracking.
Emergency Management: Coordinate emergency response operations by managing incidents, dispatching service resources, and tracking service restoration within Energy & Utilities. During outages and emergencies, utility companies must rapidly identify affected areas, mobilize qualified service resources, and restore service while complying with labor union agreements. With Emergency Management in Energy & Utilities, dispatchers and incident commanders can manage the full emergency response lifecycle, from incident creation through crew dispatch and restoration tracking.
Emergency Response Roles: Emergency Management supports four personas in the emergency response workflow.
Enable Digital Experiences: Enable digital experiences in your org so you can start building custom portals and storefronts.
Enable Field Service: Create and schedule service resources during an incident by turning on Field Service. Emergency Management relies on Field Service scheduling to check workforce availability and rank resources for a callout.
Enable Milestone Tracking: Give your users access to the milestone tracking feature for managing new connections.
Enable Features for Contractor Portal: Enable Program and Benefit Management settings for the Energy & Utilities Contractor Portal, and allow users to relate a contact to multiple accounts.
Enable Org Settings and Preferences for AI in Energy & Utilities: Enable the org settings and preferences that make AI features available in your Energy & Utilities org. When you finish, Einstein, Agentforce, and the Energy & Utilities AI preference are all turned on and ready to use.
Enable Person Accounts: Prepare your org to sell to individual consumers by setting up person accounts for Tariff Comparison. Quickly establish the necessary record types, adjust your organization-wide sharing defaults, and grant profile access to ensure smooth data management.
Enable Self-Service Portal Features: Turn on the Program and Benefit Management, Outcome Management, and contacts-to-multiple-accounts settings that Self-Service Portal features depend on. Turn on these settings after you enable the Energy and Utilities Service Apps.<
Enable Sales and Service Apps: To access the standard sales and service functionalities in Energy and Utilities Cloud, enable the Energy and Utilities Service Apps and Sales for Energy and Utilities settings. These settings grant access to applications such as the Agent Console, the Self-Service Portal, and standard sales features.
Enable Swarm Object Access: Update user profiles to allow sales agents to create and edit swarms for collaborative quoting.
Enable the Slack App: Activate the Slack integration within your Salesforce organization to begin the connection process.
Energy and Utilities Cloud Application Suite: Energy and Utilities sales and service apps are available as standard applications in your org along with other standard applications like Clean Energy Programs, Contractor Portal, and Program Management Console. Service apps include Agent Console and Self-Service Portal. Standard applications allow faster and easier installation, improved scalability, and access to all standard features in the Salesforce platform.
Energy and Utilities Cloud Sales: With Energy & Utilities Cloud Sales, your sales reps can build a product catalog, compare tariffs, quote multisite deals, and manage multisite promotions. Set up the features your business needs, and then extend them as your product offerings grow.
EnergyRuntimeIDVService: This permission set enables the service agent user to perform job functions such as Logging the Engagement Interaction record.
EnergySelfServiceCCUser: This permission set provides the required permissions for the Customer Community Logged-in user.
EnergySelfServiceGuestUser: This permission set provides the required permissions for the Customer Community Guest user.
Energy & Utilities Cloud: Energy & Utilities Cloud combines and extends the power of Salesforce Industries, Sales, Service, and Experience Cloud into an industry-specific solution for utilities, retail energy, and modern energy services companies. With Energy & Utilities Cloud, you can create and customize clean energy solutions, an online contact center, a self service portal, support for field service agents, and advanced sales capabilities.
Energy & Utilities Cloud Data Model: The Energy & Utilities Cloud data model defines the objects that standard apps such as Agent Console, Self-Service Portal, and Energy Sales use for customers, premises, service points, and service agreements. Review the data model before you migrate data or customize Energy & Utilities Cloud for residential, commercial, and industrial customers.
Experience Cloud Setup: Build your self-service portal and deploy the Tariff Comparison flow component to the site pages.
Get Started with Energy & Utilities Cloud: The Energy & Utilities Cloud extends Salesforce Customer 360 to provide solutions for the energy and utilities industry. It helps businesses establish their presence online, improve operational efficiency, and deliver industry-standard customer experiences. Explore a trial org and learn about what's included, what setup is recommended, and how to get ready for your implementation—there's no need to set things up just yet.
Get Started with Clean Energy Programs: Install and set up Clean Energy Programs to enable your customers to choose energy-saving measures and programs.
Set Up Program Management Console: Grant permissions, deploy components, and configure your Salesforce org for the Energy & Utilities Program Management Console.
Goals in the Emergency Scheduling Policy: Goals are soft constraints that influence ranking. They don't eliminate candidates. The Emergency policy uses one goal, ASAP, which prefers the earliest available time slot. Among resources with equal availability, the ASAP goal uses a Least Qualified strategy with the priority field to deprioritize the most qualified resources, which preserves them for higher-complexity jobs.
Grant Object Field Access for Short Cycle Work: Grant the system administrator access to the Active field in the Attribute Definition object, and the Use enhanced scheduling and optimization field in the Service Territory object.
Install the Field Service Managed Package: Download the latest version of the Field Service managed package and install them. The Field Service managed package is required for using the Field Service APIs.
Install the Salesforce Field Service App Package: Download the latest version of the Field Service app package and install them. The Field Service app package is required for using the Field Service mobile apps.
Integrate with an External Billing System: You can integrate with an external billing system to fetch payment details, bills, usage metrics and other data stored in the external system.
Integrate Agent Console with an External Billing System: Connect Agent Console to your external billing system so that agents can view payment details, bills, and usage metrics stored in that system. Agent Console actions such as Start Service, Stop Service, and Transfer Service require this integration.
Integrate with SAP IS-U (Master Data Synchronization): Integrate your legacy systems with the Energy & Utilities Contact Center Console. Master Data Sync implements a scheduled upload of Premises, Service Point and Assets (Inventory Items) updates from SAP to Salesforce.
Learn and Explore: Understand the features in Self-Service Portal that you need to address your business requirements. Explore the Self-Service Portal data model.
Manage Anonymous Consumer Journeys by Using Consumer Sales Business APIs in Energy & Utilities Cloud Sales: To offer a seamless and consistent customer management experience for business-to-consumer (B2C) engagements, integrate Consumer Sales with Energy & Utilities Cloud Sales. This integration helps for effective management of cart-based journeys for residential and small business unauthenticated end users that have an integration user profile.
Manage Promotions in Multisite: Use promotions to offer precise discounts, influence customer buying decisions, and boost sales. Sales reps can view applicable promotions for products and apply them to quotes and orders during configuration. Reps can apply promotions from the Sales Transaction Line Editor or the Configurator. The price waterfall automatically displays real-time price adjustments that reflect the active discounts.
Manual Setup Tasks for Multisite Quote: After running the automated setup for multisite quoting, complete these remaining manual tasks in Setup and the App Launcher to finalize your configuration.
Manual Setup Tasks for New Connections: After running the automated setup for new connections, complete these remaining manual tasks in Setup and the App Launcher to finalize your configuration.
Manual Setup Tasks for Tariff Comparison: After running the automated setup for tariff comparison, complete these remaining manual tasks in Setup and the App Launcher to finalize your configuration.
Map the Custom Field in Product Discovery Context Definition: Sales reps can select the channels customers must use to qualify for a promotion. You can also select multiple channels for the promotion. To show promotions based on channels on the Browse Catalogs page, map the custom field to your product discovery context definition.
Milestone Tracking for New Connections: Milestone tracking for New Connection Management helps your utility monitor the key stages of a service connection request directly on the individual application record. Milestones are tied to entitlement processes and service-level agreements (SLAs), so your team sees at a glance whether a connection is on schedule. This visibility keeps residential and commercial connections moving and helps you meet the timelines that customers and regulators expect.
Multisite Quoting Setup with AI Tools: With an AI coding agent and headless Salesforce setup APIs, a Salesforce admin takes a new org from no multisite quoting capability to an operable quoting experience. Instead of clicking through every setup node by hand, the admin directs the agent to read the org's current state and enable Sales for Energy & Utilities and the multisite quoting feature.
Multisite Quoting Requirements: Before you set up multisite quoting with AI tools, confirm that your org has the required products, permissions, licenses, and a supported edition. You also need admin credentials, the Salesforce CLI, and an AI coding agent such as Claude Code or Agentforce Vibes to run the configure-eu-cloud-multisite recipe.
New Connections and Program Management: Manage the full lifecycle of new grid connection requests, from application intake through design, permitting, construction, and energization.
New Connections Setup with AI Tools: With an AI coding agent and Salesforce setup automation, the admin directs an interactive agent skill run from a command-line coding tool, such as Claude Code or Agentforce Vibes.
New Connections Requirements: Before you set up new connections with AI tools, confirm that your org has the required licenses, permissions, and a supported edition. You also need admin credentials, the Salesforce CLI, and an AI coding agent such as Claude Code or Agentforce Vibes to run the eu-new-connection-setup recipe.
Configure Data Processing Engine Components: The Data Processing Engine components aggregate the benefit calculations for a program, which appears on the charts in Program Management Console.
Plan Your Energy & Utilities Cloud Implementation: Before you implement Energy & Utilities Cloud, familiarize yourself with its features, fill any knowledge gaps, build your team, and plan your implementation timeline.
Calculate Energy Savings: Calculate the product benefits selected by a customer by configuring the Usage Impact Factor and Benefit objects.
Configure Business Rules Engine Components: The demo Business Rules Engine (BRE) components in Program Management Console are examples of formulas taken from the Utilities eTRM. Configure the components to calculate the rebates or other benefits of programs.
Sample Clean Energy Program Objects: The Program Management Console shows the results from Business Rules Engine (BRE), Data Processing Engine (DPE), and Outcome Management data model.
Show Data in the Energy Savings Chart: The Overall Energy Savings chart shows the overall energy savings achieved by the program, and the distribution of energy savings across the products associated with the program. Some products such as Electric Vehicles may have benefits that cannot be measured by energy savings data.
Preconfiguration Steps: Perform preliminary setup tasks to ensure that catalog categories and attribute bindings are correctly mapped for the Tariff Comparison flow.
Set Up Application Approval Template: To set up the application approval template, you must add users to the queue, clone and publish action plan templates, add the action plans list component to the individual applications page, and add approval history to the individual applications page.
Program Management Console: Program managers can track metrics and take action on clean energy programs within a single dashboard. Help program managers achieve program adoption targets by monitoring success metrics such as overall energy savings, application status, and incentive budget spend.
Promotions in Energy & Utilities: Use promotions to offer precise discounts that boost sales and influence customer buying decisions across your energy and utilities offerings. Pricing designers can define granular discounts on individual products, bundles, and categories, while sales reps apply these deals directly to quotes, orders, and assets. Once a promotion is active, sales reps can apply it while managing quotes, orders, and assets. Set up and design promotions for Multisite to surface eligible promotions and apply promotions in your own storefront.
Configure Workspaces and Publish Contractor Portal Site: Set up workspaces to allow only contractors to access and publish the Contractor Portal site. Publishing an Experience Builder site for the first time makes the site URL live and enables the login access for site members.
Recipient Price Calculation: Meet scale requirements and unblock your core multisite quoting journeys by calculating recipient-level prices in batches. The recipient-level pricing capability invokes the Configure API in batches instead of the Place Sales Transaction (PST) API directly. This batch processing helps you avoid platform guardrails and transaction limits.
Salesforce Industries Features for Energy & Utilities Cloud: Energy & Utilities Cloud is built to work with a variety of Salesforce Industries features. Learn more about each one and the powerful array of tools available to you as an Energy & Utilities Cloud customer.
Reference Products: Energy and Utilities Cloud provides a suite of sample commodity and non-commodity products designed to increase adoption and accelerate product launches for utility organizations. Product owners can use these pre-configured products to quickly learn how to design and extend Energy and Utilities products using Revenue Cloud. They can also help sales agents quote customers more efficiently.
Self-Service Portal Objects and Fields: To display programs correctly in the Offers and Rebates section of Self-Service Portal, ensure that the fields in these objects are populated correctly.
Self-Service Portal: Provide full control of utility accounts to your customers and delight them with a simple interface for common customer actions. With the Self-Service Portal, your customers can pay their bills, set up autopay, address high bill concerns, track usage metrics, and even request a transfer of service locations.
Set up Action Launcher for Contact Center Console: With Action Launcher, your service agents can quickly find and launch actions to help resolve customer requests and issues. For example, agents can initiate a fee-reversal flow or launch a service-order action from Action Launcher.
Set up Actionable Relationship Center: With Actionable Relationship Center, your service reps can view customers' relationships in an easy-to-navigate graph.
Set Up Agentforce for Energy Quote Recipients Grouping: To give sales reps and other users access to powerful generative AI features for creating recipient groups, admins must set up Einstein and Agentforce. Admins can also control user access to individual Agentforce Employee Agents (AEA) using permission sets.
Set Up Agentforce for Energy Tariff Comparison: To give sales reps and other users access to powerful generative AI features for comparing energy tariffs, admins must set up Einstein and Agentforce. Admins can also control user access to individual Agentforce Employee Agents (AEA) using permission sets.
Set Up and Design Promotions for Multisite: Use promotions to boost sales and offer timely deals to your customers. As a pricing designer, you can define precise discounts on individual products and entire categories, control eligibility based on product selling models and channels, and set rules for applying multiple promotions. Once a promotion is active, sales reps, partners, and customers can apply it while managing quotes, orders, and assets.
Set Up Application Approval Template: To set up the application approval template, you must add users to the queue, clone and publish action plan templates, add the action plans list component to the individual applications page, and add approval history to the individual applications page.
Set Up Business Hours: Define the operating schedule that milestone timers run against.
Set Up Cart Management and Order Fulfillment for Consumer Sales: Consumer Sales in Energy & Utilities Cloud Sales provides APIs to manage your business-to-consumer (B2C) sales journey. By deploying the API-first Cart-to-Asset experience, you enable a seamless digital journey for anonymous shoppers. An anonymous shopper with an integration user profile can easily find, configure, and purchase products. This task involves using a suite of Connect REST APIs, persistent cart functionality, and standard Salesforce objects to create a consistent, high-volume customer management experience that boosts acquisition and streamlines industry-specific sales workflows.
Set Up Einstein Generative AI for Energy and Utilities Cloud: Boost your service reps’ efficiency with Einstein generative AI in Energy and Utilities Cloud. You can generate account summaries, high bill analyses, and bill comparisons quickly with Einstein generative AI.
Set Up Emergency Callout Notifications: Mobilize your service resources by sending emergency callouts as push notifications to the Salesforce Field Service mobile app. Service resources can quickly accept or decline assignments directly from their device.
Set Up Emergency Management for Energy & Utilities: Mobilize restoration crews during emergencies, outages, and incidents by setting up Emergency Management. With Emergency Management configured, dispatchers can run a customizable callout process that checks workforce availability by pay grade, generates a ranked roster of eligible service resources, and notifies those resources directly on their mobile devices.
Set Up Energy & Utilities Sales by Using Setup Bundles: Salesforce Go provides a consolidated and accelerated set up experience to configure your Energy & Utilities Sales environment. Instead of navigating through disconnected manual steps, the Energy & Utilities Sales Accelerator card automates metadata installation, enables core features, and deploys sample data from a single interface.
Set Up Energy & Utilities with Salesforce Go by Using Features and Feature Sets: Salesforce Go simplifies the set up by providing an intuitive, streamlined platform to configure and deploy Energy & Utilities features quickly and efficiently. You can leverage Salesforce Go features and feature sets to configure and deploy your offerings with precision and scale.
Set Up Integration User for Tariff Comparison: Keep automated and external calls separate from interactive users by running Tariff Comparison APIs through a dedicated, API-only account. Set up an integration user to run these APIs from an automated process or an external system without signing in as a person.
Set Up Milestone Tracking for New Connections: Set up milestone tracking so your team can track new service connections against SLA targets on the Individual Application record. As an admin, you provision licenses, enable the feature, grant access, configure entitlements, and add the Milestone Tracker to the record page. When you finish, your team sees milestone progress on each connection.
Set Up Promotions for Multisite: Promotions in multisite boost revenue by offering discounts throughout the customer journey, from product discovery to checkout. These significantly increase product sales, business revenue, and simplify how you manage offers, discounts, and pricing.
Set Up the Auto Assign Milestone Owner Flow: Configure the Auto Assign Milestone Owner flow so that milestone owners are assigned automatically when you create a connection application.
Set Up the Create Call Out Screen Flow: Help dispatchers mobilize crews with a single click by adding the Create Call Out screen flow to the resource callout list view. This flow guides dispatchers through creating a resource callout for an emergency, outage, or incident.
Set up the Self-Service Portal: Set up features and review permission set licenses for the Self-Service Portal. Create user profiles and assign required permission sets to user groups. Set access rules in organization-wide-default settings. Set up an Experience Cloud site and collaborate with partners and customers through Digital Experience. Configure the automatic application approval process.
Set up Timeline: Place the timeline component on the Account page so that it renders at runtime.
Set Up Program Manager User Profile and User: Create a Program Manager user and add the permission sets that allow the program manager to use Program Management Console features. You can assign more permission sets to the program manager or clone the user based on your implementation.
Set Up User Profiles for Self-Service Portal: Set up the System Administrator and Customer profiles for the Self-Service Portal to define the data, objects, and features they can access.
Setting up Salesforce Open CTI for Agent Console: Install the Salesforce Open CTI to enable service reps to receive calls and use the Identity Verification feature in Energy and Utility Agent Console.
Update Share Settings for External Users: Adjust the Organization-Wide Defaults to provide read-only access to essential energy and utility objects for external users.
Slack for Multisite and Auto Quotes: Set up the Slack integration to enable automated notifications and collaboration for your multisite quote and auto-quote processes.
Set Up Short Cycle Work: Setting up Energy & Utilities: Short Cycle Work requires that you configure your Salesforce org, download and deploy components, and configure permissions.
Configure Your Org for Utility Self Service Portal: Configure your org for Utility Self Service Portal. After you complete this configuration, you can download and deploy the Utility Self Service Portal components.
Learn About Customer Acquisition Management: Learn about the reference product model, user interface, and application constraints for Energy & Utilities Cloud Customer Acquisition Management application.
Add Meter Readings for Energy & Utilities Customers: Enter meter readings manually for one or more services at the customer’s premises. Customers generally provide meter readings themselves but the readings can also be determined by field agents or manual estimates.
Add Product Attributes to a Reference Product Model for Customer Acquisition Management: Each Energy & Utilities company has its own set of attributes associated with offered products. These attributes are used to determine different pricing values for the customers based on their inputs. The reference product model uses the Distribution Region attribute to determine the associated pricing. The customer specifies the location where they reside, and the application retrieves and displays the products with pricing applicable for that location
Add or Update an Energy & Utilities Customer Contact: Add new contacts or update existing contacts in the customer's account. You can also assign roles to these contacts such as Primary Contact, Finance Contact, Business User, Technical Buyer, and others.
Add Product Specification to the Reference Product Model: Products are also called a product specifications in Salesforce. A specification can be a single product or a product bundle with multiple child products. All these products are derived from the object types, and therefore inherit all the fields, attributes, and layout structures from the parent object.
Application Constraints for Energy & Utilities: Some of the application constraints within Customer Acquisition Management include maximum size limitations of single cache items. Exceeding the recommended limit may lead to performance impacts on the application.
Configure Customer Acquisition Management: Customer Acquisition Management comes configured by default with a reference product model you can use to explore how the app works. Learn how to implement your own product model and customize the Customer Acquisition Management application.
Configure the Energy & Utilities Action Menu for Services FlexCard: The Overview tab lists all the services that the account holder has subscribed to such as electricity, water, and gas. Each of these services is displayed as a FlexCard, which has an associated action menu. You can configure this menu to display specific actions.
Create a Payment Plan for Energy & Utilities Customers: Set up payment plans to help your customers meet their billing obligations. Salesforce calculates payment installations based on factors such as balance amount, payment frequency, number of installations, and any down payment that the customer has made. After you enter this information, Salesforce calculates the installation amount.
Create Multi-Site Quote for Energy & Utilities: Use multi-site quotes and orders to sell to large Energy & Utilities accounts with many service points. Before you start a multi-site quote or order, upload the service points and create opportunity groups.
Customer Acquisition Management (Managed Package): Customer Acquisition Management is an Energy & Utilities Cloud application that provides utility customers the ability to compare product offerings and service rates. As an energy supplier or utility company, you can integrate this application into your customer portal and automate new customer acquisition.
Configure Permissions for Customer Acquisition Management Users: Common personas in Customer Acquisition Management include sales agents, sales administrators, prospective, and existing customers. Learn more about the recommended permissions for these users.
Energy & Utilities Cloud Integration Capabilities: Energy & Utilities Cloud can integrate with external systems for billing, pricing, address validation, Service Point lookup, company registration lookup, credit check, CTI (Computer Telephony Integration), and more.
Energy & Utilities Cloud Release Notes: The release notes in this section describe enhancements and fixes in major and minor releases of Energy & Utilities Cloud.
Learn About Energy & Utilities Cloud: Explore this overview of key features in Energy & Utilities Cloud. Energy & Utilities Cloud extends the digital omnichannel capabilities of Salesforce by providing applications, features, and components to help your company to improve sales and provide excellent customer service.
Contact Center Console (Managed Package): Energy & Utilities Contact Center Console is a unified portal for service agents to support customers with contact information updates, bill analysis, payment plans, location changes, and meter reads.
Extend the Eligibility Criteria for Customer Acquisition Management: Eligibility criteria are generally used to identify if the customer is qualified or potentially interested to enroll for certain products or services. The Customer Acquisition Management application uses the meter type owned by the customer as a criterion for filtering the products and services the customer is eligible for.
File a Complaint on Behalf of an Energy & Utilities Customer: You can file a complaint on behalf of a customer. Each complaint has a priority, subject, and a detailed description. The priority of the complaint can be high, medium, or low. When you file a complaint, you can include a billing statement, statement line item, or a meter reading.
Set Up Customer Acquisition Management: Setting up the Customer Acquisition Management application for Energy & Utilities Cloud requires that you configure your Salesforce Org, download and deploy application components, and configure permissions.
Set Up Energy & Utilities Contact Center Console: Setting up Energy & Utilities Contact Center Console requires that you configure your Salesforce Org, download and deploy Console components, and configure permissions.
Get Started with Utility Self Service Portal: Setting up the Energy & Utilities Utility Self Service Portal requires that you configure your Salesforce org, download and deploy required components, and configure permissions.
High Bill Cases for Energy & Utilities Customers: Sometimes customers have questions about their utility bill—especially when it's higher than expected. Your support agents can address questions about bills using Contact Center Console.
Plan Your Energy & Utilities Products: In an Energy & Utilities company, products typically consist of commodity and non-commodity items. Commodity items include services such as electricity, gas, or dual fuels which have associated standing charges and unit rates based on consumption. Non-commodity products are either physical devices, such as solar panels, which have a one-time charge associated with them, or services such as maintenance contracts that have a recurring charge associated with them.
Integrate with SAP IS-U (Console Process Multipack): Many Energy & Utilities companies have traditional backend billing and metering systems that store a large amount of customer billing data. You wish to integrate these systems with the Energy & Utilities Contact Center Console.
Explore Account Details in Large Account Sales Management: The Large Account Sales Management Accounts page gives a detailed view of the customer accounts assigned to an agent. The Accounts page consists of multiple panels and tabs which provide a personalized view of each customer that includes leads, opportunities, quotes, digital conversations, interactions or related records, and more.
Large Account Sales Management Home Page Overview for Energy & Utilities: The Large Account Sales Management application provides an interface that gives you a 360-degree view of leads and opportunities associated with the customer accounts assigned to an agent. It also provides tools to the agents to convert the leads and opportunities into quotes and contracts.
Understand Default Opportunity Page Layout in Large Account Sales Management: The Large Account Sales Management combines the standard Salesforce opportunities functionality with the customized Energy & Utilities industry-specific business processes. This combination provides you with a full 360-degree view of the open and upcoming opportunities on a single dashboard.
Large Account Sales Management (Managed Package): Large Account Sales Management helps utilities streamline their sales operations. Sales agents and team leads get actionable insights allowing agents to focus on their top deals. When working on an opportunity, the sales agent can enter information for the quote, organize the data into logical groupings, and, if necessary, start the multi-site quoting process using Salesforce Industries CPQ.
Manage Accounts for Energy & Utilities: Large Account Sales Management application provides a sales-focused 360-degree view of the customer accounts that are assigned to you.
Manage Billing Disputes for Energy & Utilities Customers: In the Contact Center Console, support agents can investigate, manage, and resolve billing disputes raised by customers. Agents start by logging a case for the verified customer account. The case includes information about the bill under dispute, the billing statement, and the corresponding statement line item.
Manage Notification Preferences for Energy & Utilities Customers: Use the Contact Center Console to manage customer communications preferences including the frequency of notifications for bills, payment reminders, outages, offers, promotions, and work orders.
Manage Opportunities and Service Points in Large Account Sales Management: Opportunities are a record of potential, won, and lost deals. The Large Account Sales Management application helps you track and manage the information stored for each opportunity record. In addition to standard Salesforce functionality, Large Account Sales Management application provides customized workflows for the Energy & Utilities industry. These workflows assist sales agents to upload site data, group sites, and proceed with multi-site quoting, helping you to provide a personalized experience to your utility customers.
Manage Accounts for Energy & Utilities Customers: Service agents use Contact Center Console to add and update Energy & Utilities customer accounts and contacts, including billing, premises, and contact details.
Manage Quotes in Large Account Sales Management: Quotes represent the proposed prices of your company’s products and services. You create a quote from an opportunity and its products. Each opportunity can have multiple associated quotes, and any one of them can be synced with the opportunity.
Manage Service Requests for Energy & Utilities Customers: Assist your customers with meter readings, service changes, billing disputes, or when they change locations. Energy & Utilities Contact Center Console includes predefined workflows your agents can use to fulfill these service requests.
Modify Existing Product in Reference Product Model: The reference product model is designed with products that are commonly found in the Energy & Utilities market. If any of the existing products in the reference product model closely matches the products that you want to offer to the customer, you can easily modify the existing products to suit your requirements.
Perform Routine Maintenance Jobs: As an administrator, you sometimes need to perform maintenance jobs to ensure that the latest products and offers are displayed to your customer with the correct pricing information.
Configure Permissions for Utility Self Service Portal Users: Service administrators, and prospective and current utility customers are common types of Utility Self Service Portal users. Learn more about the recommended permissions for these users.
Refresh Product Cache for Customer Acquisition Management: The Customer Acquisition Management application uses on-platform caching to offer best-fit products and services to customers with the ability to scale with demand together with speed and reliability.
Remove Product Specification from the Reference Product Model: Each product specification in the reference product catalog is derived from a defined object type and has pricing associated with it. To remove a product, you need to update the calculation matrices.
Send a Bill Copy to Energy & Utilities Customers: Your support agents can send a copy of a past bill to a customer upon request. An email containing the link to the PDF bill is sent to the default email address of the caller. The customer can also ask for the bill to be sent to additional email addresses which are added to the CC list of the email.
Reschedule a Service Appointment for Energy & Utilities: Reschedule an already booked service appointment to a customer's preferred date and time. When you reschedule an appointment, the Energy & Utilities Contact Center Console fetches live service appointment data such as time slots and worker schedules. After you select a desired date and time, the console cancels an existing appointment and reschedules it to the selected date and time.
Schedule a Service Appointment for Energy & Utilities Customers: Energy & Utilities Contact Center Console integrates with Salesforce Field Service, and provides you tools to schedule service appointments and related work orders for your customers. Service appointments represent field service visits to customers and provide the scheduling and assignment details. Work orders describe the work to be performed.
Set up Chat in Energy & Utilities Contact Center Console: Set up the chat in your Energy & Utilities Contact Center Console and Utility Self Service Portal to allow customers to chat with service agents in real time or offline.
Set Up Data in Your Salesforce Field Service Org: To assign appointments Field Service, set up service territories, assign operating hours, create shifts to assign resources, configure work type templates, and create your service resources to assign appointments.
Configure Your Org for Large Account Sales Management: Configure your org for Large Account Sales Management. After you complete this configuration, you can download and deploy the Large Account Sales Management components.
Start a Service for Energy & Utilities Customers: Start services for your Energy & Utilities customers, including new and existing customers, and start services when customers change to a new premises.
Stop a Service for Energy & Utilities Customers: Stopping a service for your Energy & Utilities customers is a complex process. You must update multiple systems, inform external partners about the updates, and create and maintain commercial records.
Troubleshoot Customer Acquisition Management: Resolve commonly encountered problems while setting up or using the Customer Acquisition Management application. For each listed problem, a workaround or a probable cause of the issue is provided. In case you do not find your issues listed on this page, or the workaround provided does not work for you, contact Salesforce Support.
Troubleshoot Utility Self Service Portal: This section lists the commonly encountered problems while setting up or using Utility Self Service Portal. For each listed problem, a workaround or a probable cause of the issue is provided. In case you do not find your issues listed on this page, or the workaround provided does not work for you, contact Salesforce Support.
Typical Users of Energy & Utilities Cloud: Typical users of Energy & Utilities Cloud include utility executives, business and residential customers, account managers, customer service agents, and field service workers.
Understand the Reference UI for Customer Acquisition Management: An Experience Cloud site is a branded digital experience connected to your CRM. Experience Cloud makes it easy to create experiences that engage customers, and empower partners. Customer Acquisition Management comes with a prebuilt configurable experience site, also called reference UI, that provides you with an end-to-end experience of the application.
Update the Billing Profile for Energy & Utilities Customers: Update your customers' billing information, such as the billing cycle, bill delivery method, format, frequency, number of bill copies, billing address, or email address. Support agents make these updates on the billing account related to the business account.
Upload Service Points in Large Account Sales Management: A service point is an entry point for services to a premises. The service provided to each service point is separately metered (or measured). Therefore, each opportunity or quote relating to the sale of the commodity product should have one or more service points attached to it.
Use the Customer Acquisition Management Application Out-of-the-box: Customer Acquisition Management application provides a preconfigured reference product model, which comes with sample data for products and pricing. Use the reference product model as is and add your own products and pricing data.
Use the Energy & Utilities Contact Center Console: Service agents use the Energy & Utilities Contact Center Console to verify callers and handle billing inquiries, service changes, location changes, meter reads, complaints, and account updates from one workspace.
Utility Self Service Portal (Managed Package): Let your customers manage their utility accounts through the Utility Self Service Portal to save them time, and to reduce call volume to your customer support center.
Verify Customer Accounts in Contact Center Console: When a customer calls in about their energy account, verify the customer's account using the Identity Verification feature from the Energy & Utilities Contact Center Console. After you verify the customer's identity, you can help the customer with their questions.
View Entitlements for Energy & Utilities Customers: Customer Entitlements specify the service level that the customer is entitled to as part of your support management process. Entitlements are based on the organization's service agreement with the customers.
View Service Appointments for Energy & Utilities Customers: View open service appointments details such as the location of the Technician assigned for the Service, Status of the Service Appointment and other details. You can also reschedule the service appointment for a different date, time or technician.
Energy & Utilities Cloud Managed Package Application Suite: Energy & Utilities Cloud Managed Package Application Suite provides configurable modules built on top of the core Energy & Utilities Cloud platform. These applications enable energy suppliers and utility companies to assist customers with setting up services, changing services, billing inquiries, meter reads, field service, and more.
Tariff Comparison for Experience Cloud: Configure the Tariff Comparison feature to allow customers to compare utility rates and manage their service agreements within the portal.
Tariff Comparison Setup with AI Tools: With an AI coding agent and headless Salesforce setup APIs, an Energy & Utilities admin takes a new org from no tariff comparison capability to an operable comparison experience. Instead of clicking through every setup node by hand, the admin directs the agent to read the org's current state and turn on Sales for Energy & Utilities and the tariff comparison feature.
Tariff Comparison Requirements: Before you set up tariff comparison with AI tools, confirm that your org has the required products, permissions, licenses, and a supported edition. You also need admin credentials, the Salesforce CLI, and an AI coding agent such as Claude Code or Agentforce Vibes to run the tariff-comparison-setup recipe.
Troubleshoot Automated Setup Errors: If an automated setup or installation for multisite and tariff comparison fails on an existing org, use the reported error message to resolve the issue and then re-run the installation.
Data Model for Clean Energy Programs: The Clean Energy Programs Data Model provides the framework that you can use to build, deploy, and manage programs.
Update Org-Wide Sharing Settings for Emergency Management: Ensure that dispatchers and service resources have the access they need to run callouts by setting the org-wide defaults for Emergency Management objects. Because multiple users update resource callout records during an event, those records require broader access.
Update the Constraint Model: Support your core multisite quoting journeys by refreshing your CML code. Authenticate your Salesforce org and run the provided script to make sure your configurations are up to date.
Upgrade Guidance for Winter ’27: If you’ve implemented Tariff Comparison in Summer ’26, update your decision tables, flows, and community user permissions for Winter ’27. The Get Best Tariff and Get Decision Table IDs flows are no longer required.
Energy & Utilities Cloud Headless: With Energy & Utilities Cloud Headless, an AI coding agent in Claude Code or Agentforce Vibes configures features through setup APIs, not manual clicks.
What OmniStudio Version Does My Org Use?: Find out which OmniStudio version your org uses as you plan your Energy & Utilities Cloud Application Suite implementation.
When the Available Resource Count Is Zero: A zero count means that the flow ran, but Field Service found no resources that satisfy the scheduling policy. The callout process uses a scheduling policy named Emergency, which is made up of work rules and goals defined in the Field Service managed package. Verify that the service appointment linked to your resource callout satisfies the policy's work rules, and that resources are members of the same service territory.
Write the Apex Services for Template Flows: Support the emergency callout template flows by writing three Apex classes. Each class implements an @InvocableMethod that a flow action binds to by class name, method label, and variable labels, so keep those elements exactly as documented.
Engaging with Prospects and Following Scripts: Proactively engage with prospects by using the Actionable List Engagement component on the Account or Contact record page. Promote new products and services to the prospects and transact with them.
Customer Engagement in Industries: Streamline your contact center and customer service experience in your Industries product with Einstein Bot Templates, Engagement objects, and Einstein Summary. Get started by using a preconfigured bot template that makes it easier to set up a bot that lets customers report an issue or view their recent cases. As your customer service representatives pick up cases, the Engagement objects store details about their interactions with customers for easy reporting and customer history. Contact center agents can then use Einstein Summary to generate summaries from records and get insights into the sales and service information for customers.
Flow Action: Create Engagements Details Representation: Use the Create Engagements Details Representation invocable action to create a JSON representation. Use the details of Engagement Interaction, Messaging Session, and Voice Call records; the related Engagement Topic and Note records; and transcripts to create the representation.
Flow Action: Get Conversation Transcripts: Use the Get Conversation Transcripts invocable action to get the list of transcripts of the conversations between an agent and a customer.
Flow Action: Get Engagements: Use the Get Engagements invocable action to get engagement interaction, messaging session, and voice call records associated with a specified account record.
Flow Action: Get Record Details: Use the Get Record Details invocable action to get the details of specified records, including the name of the parent record.
Engagement Copilot Flows: Use Engagement Copilot flows to generate a summary of one or more engagement interactions with customers. The flows are in beta. To generate a summary, mention the record ID or record name in the Copilot utterance.
Limitations for Get Engagements Invocable Action: Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
Limitations of Get Record Details Invocable Action: Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
Engagement Interaction Record Sharing and Ownership: Use the Sharing Settings page to manage your organization-wide sharing defaults for Engagement Interaction. Manage user access to engagement interactions using role hierarchies. Facilitate prioritization and assignment of engagement interactions using queues.
Engagement Copilot Flows Limitations: Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
Add Fee Schedule Information for Fee-for-Service Contract Payment Types: As an actuary, you can create a library of fee schedule information based on the comprehensive list published by CMS (Centers for Medicare and Medicaid Services). Your contracting specialist can then use this fee schedule information as a base to define the payment terms for contracts of Fee-for-Service payment type.
Register Network Participations: To register network participations for a provider, use the Network Participation component on the provider’s business account or person account record page.
Bundled Care Fee Agreement Fields: Use these fields to define payment terms for a contract of agreement type Bundled Care Fee Agreement. This agreement type supports the Bundled Payment type in which providers are paid for each procedure bundle they perform. Bundles are a group of procedures that are offered together by the provider. Bundled payment is tier-based and can have different prices depending on the services and care offered.
Capitation Care Fee Agreement Fields: Use these fields to define payment terms for a contract of agreement type Capitation Care Fee Agreement. This agreement type supports the Capitated Payment type in which providers are paid a fixed amount for each member every month for a fixed set of services. As part of the program, the payer can also decide to withhold some amount and pay it later as a bonus amount based on the performance.
Categorized Care Fee Agreement Fields: Use these fields to define payment terms for a contract of agreement type Categorized Care Fee Agreement. This agreement type supports the Category-Based payment type in which healthcare providers are paid based on a defined negotiation for each procedure category that they work on. For example, vaccines.
Provider Network Contract Management: Contract management plays a significant role in provider networks. An effective contract management system ensures that contracts have the right payments, providers are held accountable for care outcomes, and clinicians work towards qualitative, patient-centric care. It involves defining appropriate, agreed-upon payment terms so that payers, providers, and provider groups can focus on care coordination and health management.
Contract Management in Health Cloud: Health Cloud's comprehensive contract management solution provides payers, providers, and provider groups with a single, integrated system for recording contract information. The ability to find the information you need and manage fee schedules all in one place makes your job easier and ensures faster access to patient care.
Network Participations: Network participation record providers who participate in a network. Putting together a network participation for a provider is a step in onboarding that provider into your health organization’s network.
Network Participation in Health Cloud: The Network Participation Lightning component helps you view and register network participations for the providers you onboard. Records created with this component are stored on the Healthcare Facility Network object. If a contract is specified for the network participation, then an additional record is created on the Provider Network Contract object as well.
Manage Your Provider Network Participants and Contracts: Bringing providers into a payer network and managing them is a lengthy, time consuming process. The manual nature of this process and the number of steps involved have always been a pain point in the payer industry. Optimizing this process is essential to enhancing provider satisfaction rates and improving patient outcomes. That’s where Health Cloud comes in. The Provider Network Management add-on helps boost provider engagement and satisfaction by helping payers easily enroll providers into their networks.
Percentile Care Fee Agreement Fields: Use these fields to define payment terms for a contract of agreement type Percentile Care Fee Agreement. This agreement type supports the Percentile-Based payment type in which providers are paid based on the percentile range for that member. Each percentile range has a fee that is determined by factors such as the member's age.
Preventive Care Agreement Fields: Use these fields to define payment terms for a contract of agreement type Preventive Care Agreement. This agreement type supports the Preventive Care payment type in which providers are paid a bonus amount when they reach an agreed upon target. Targets can include achievements such as reducing admission or readmission rates to a certain percentage.
Shared Saving Payment Agreement Fields: Use these fields to define payment terms for a contract of agreement type Shared Savings Payment Agreement. This agreement type supports the Shared Savings payment type in which the payer shares the profit and loss with the provider and provider groups.
Standard Care Fee Agreement Fields: Use these fields to define payment terms for a contract of agreement type Standard Care Fee Agreement. This agreement type supports the Fee for Service payment type in which healthcare providers are paid a negotiated amount for each service they perform. For example, patient visits. Fees are based on the comprehensive fee schedule definition set up by CMS (Centers for Medicare and Medicaid Services).
Example: Create an Expression Set to Calculate Discounted Membership Fees: Configure the expression set version to calculate a contact’s age from their birth date, look up the contact’s step count to get the steps-based discount, and return the discounted gym membership fee after subtracting the total discount from the base membership fee.
Example of Invoking a Decision Explainer Enabled Expression Set from Flow: This example shows how to invoke an expression set that uses Decision Explainer from flow. The example also shows how to view every run of the expression set in the action logs for the context in which the expression set is run.
Experience Cloud for Health Cloud FAQ: Get answers to common questions about Experience Cloud for Health Cloud, a set of Experience Cloud products designed to work with Health Cloud.
Export Audit Records: You can modify the filter criteria and export up to 50,000 records from Audit Trail to a CSV file for archival, sharing, analysis, or compliance purposes.
Expression Sets: Expression sets—the calculation engine of business rules—consist of a series of steps connected in a logical flow built from variables, constants, conditions, calculations, lookups, and aggregations. Expression sets accept JSON input from and return JSON output to the digital processes that call the sets.
Expression Sets for Developers: Developers in your Salesforce org can employ expression set developer resources to use and extend expression sets.
Extend Your Integration App: After deploying an integration app in your MuleSoft instance, you can extend the app in MuleSoft Anypoint Studio to meet your end-to-end business needs.
Filter Actionable List Members: Apply filters to narrow down the list of actionable list members or prospects and assign them to agents easily.
Filter Active Promotions In Your Claims: To make sure that tactics from inactive promotions don't appear when you link tactics to your claim, customize your metadata configuration.
Filter Relevant Tactics: Update the Customer Anchor query definition's default value so the Link Tactics page in Claims shows only tactics relevant to the promotion, instead of tactics from every customer in the sales org.
Filter Your Training and Scoring Datasets: Focus your predictions on a specific subset of the object data by defining filter conditions. Get more useful predictions by excluding the records that are irrelevant to your prediction. Make sure that you have sufficient records in your training and scoring datasets by counting the records. Filtering is optional. You can use the complete dataset for training and scoring.
Flow Screen Input Component: Display Search Results: Display the results of searches for callers and customers to the CSR or CCA. The component appears in the Verify Customer Identity V2 and the Verify Linked Customer Identity V2 flow templates.
Flow Screen Input Component: Display Verification Results: Display a message to a CSR or CCA indicating that verification was successful. The component appears in the Verify Customer Identity V2 and the Verify Linked Customer Identity V2 flow templates.
Flow Screen Input Component: Search for Customer: Enable users to search Salesforce or an external data source for callers and customers as part of the identity verification process. The component appears in the Verify Customer Identity V2 and the Verify Linked Customer Identity V2 flow templates.
Intelligent Form Reader: Intelligent Form Reader uses optical character recognition to automatically extract data using Amazon Textract. You can specify the document type that can be associated with the uploaded document, upload the document, and map the document’s fields to the appropriate Salesforce data object’s fields. For example, you can specify that a patient's birth date in a referral form must be stored in the Birthdate field of the patient's Contact record. The extracted information can be used to create or update record fields, or to verify data that's already in the org. For example, you can check a person’s birth date against the birth date in their scanned passport.
Sample Flow to Extract and Store Text in Records: Create a flow in Flow Builder with the Intelligent Form Reader Flow actions to extract text from uploaded documents or based on one or more content document IDs, and to get the active OCR template details. Then use Apex to create records for storing the extracted text.
Create Document Types and Templates: Create document types for each type of document that you want to extract information from. For example, if you want to extract information from identity documents, create a document type that can be used for all identity documents. Create a template for each document type. Then, specify the objects and the object record types where you want to store the information extracted from the uploaded documents.
Enable Intelligent Form Reader and Configure Settings: Enable Intelligent Form Reader to use optical character recognition for extracting data. Configure the maximum number of pages that can be extracted at a time and the confidence score threshold. Enable Amazon Textract Analyze ID to extract information from identity documents.
Map Document Fields to Object and Record Type Fields: Intelligent Form Reader extracts data from the incoming document and stores them in document fields. Select an object and an associated record type to store the extracted data, and then map document fields to the fields of the selected object and record type.
Flow Actions: Extract text from an uploaded document or get the active OCR template details by using actions in Salesforce Flows.
View and Manage Your Templates: In the template page, the extracted document appears as a thumbnail with the extraction status details. The auto-extracted fields appear in the Document Fields column. You can change the view of the extracted document pages, and navigate across documents and pages of a document.
Action Plans: An action plan defines the tasks and other items needed to complete a business process. Each task has a priority, a number of days in which it must be completed, and a person who is responsible. Action plans are created from action plan templates, which allow you to capture repeatable tasks. Users see the tasks assigned to them through task lists and views. Users record task status information using the standard interfaces for tasks or the Action Plan details view. Target records, such as accounts or contacts, also show lists of related action plans.
Activate a Flow to Automate the Status Update for Action Plan: Increase operational efficiency by syncing the action plan status with the status of the task action plan items. Clone and activate a flow template to automate the status of the action plan according to the status of the task action plan items.
Add Actions to the Action Plan Template Record Page: Add or remove quick actions available in the highlights panel on an action plan template record page. Show or hide actions based on the user profile or the console app.
Add an Action Plan Templates Tab: To give users convenient access to create action plan templates, add a tab to the navigation bar.
Add Action Plans to Record Pages: To use action plans on supported records, add the Action Plans List Lightning component to Lightning record pages and any pages that you’ve customized or created.
Clone Action Plan Templates: Simplify action plan template creation with cloning. When your business process changes, clone your existing action plan template and make changes rather than staring from scratch. You can use cloning to easily correct errors in existing action plan templates. Users can also clone an existing template as a reference to create a different version for their own use. After you install action plan templates through a package, clone the templates and use the copies.
Show Action Plan Items in the Printable View: If you want the printable view to show tasks, document checklist items, and files, edit the Action Plan page layout. Then add the Tasks and Document Checklist Items related lists to the page layout.
Copy and Distribute Action Plan Templates: Create an action plan template based on an existing one by cloning it. Share action plan templates between organizations by packaging them.
Action Plan Lightning Components: Put action plans in front of your users by including Lightning components in the user console.
Create a Package with Action Plan Templates: Share action plan templates between organizations with packaging. For instance, create and test an action plan template in a sandbox environment and deploy in production when the template is ready. Once you’ve created a package with your action plan templates, upload the package to get an installation URL that you can distribute.
Set Up Nonwork Days for Action Plans: To use the option to skip nonwork days when setting task completion dates, add details to the default business hours record and for company-wide holidays.
Set Up Action Plans: To enable Action Plans, add Action Plan Templates to the navigation bar of relevant apps and update affected Lightning pages to include action plans.
Require a Status for Action Plans: To accurately track and report on action plans based on their status, set the Status field on the Action Plan object page layout to Required.
Attach Files to Action Plans: Attach files to an action plan to reduce the overhead of attaching the same file or business collateral multiple times to various tasks of the same action plan.
Set Up Action Plans in Experience Cloud Sites: Create and assign a community user profile and a permission set that give Experience Cloud site users access to action plans. Then, add action plans to your site's home page and record detail pages.
Create Action Plan Templates: Provide templates for users to create their own action plans. An action plan template defines the tasks and document checklist items needed to complete a business process.
Create Individual, Specific Action Plans from Templates: Action Plans allow you to capture repeatable tasks and then automate the task sequences improving collaboration and productivity. Using action plans, a team can automatically assign task owners and deadlines for specific client engagements. Action plans also make it easy to create reports and dashboards, so you can monitor progress and ensure compliance.
Create or Edit Recurring Schedules for Action Plans: Create a recurring schedule for an action plan if you want the action plan to repeat periodically. You can change a recurring schedule after you've created it.
Action Plans Data Model: You can create an action plan template and its generated action plans for various objects, depending on the products and licenses available in your org. You can also create them for custom objects that have Activities enabled.
Deactivate or Reactivate Recurring Schedules for Action Plans: When you create a recurring schedule, it’s activated by default. If you don’t want to use a recurring schedule, you can deactivate it. Deactivating a recurring schedule stops it from running until you reactivate it.
Enable Comments for Tasks in Action Plan Templates: You can now make comments mandatory for tasks within action plan templates to better drive execution by ensuring that every task provides essential context for the user who performs the work.
Include More Fields in Action Plan Template Tasks: When creating tasks for action plan templates, you can capture more data for the tasks by including up to eight additional standard and custom fields in addition to the default fields, such as subject, priority, days, and comments.
Assign Action Plan Tasks to Queues: Set up queues to let action plan template creators assign tasks to queues. When an action plan is generated from the template, any user that’s a member of the queue can take ownership of the assigned task.
Schedule Recurring Action Plans: With a recurring schedule, you can create recurring action plans for repeatable business processes. Before creating a recurring schedule for action plans, identify the tasks that you must perform.
Set Action Plan Status Values: Review the action plan default status value, life-cycle status values, and setup values that suit your organization.
Add Task Dependencies to Action Plans: Ensure that all tasks in an action plan are current and actionable by defining the prerequisite tasks that must be done prior to the successor tasks.
Assign Action Plan Tasks to Roles: Set up account, case, or opportunity teams to let users assign an action plan task to a role rather than a specific person.
Update API Implementations of Action Plans: In Summer ’19, Action Plans expanded object support to more standard and custom objects. If your API implementation of Action Plans references TargetId and assumes it’s an account record, you must update your code.
Activate Flows to Onboard Applicants: The sample onboarding app template includes flows and flow orchestrations that help automate the onboarding process. When you enable the sample app in your Salesforce org, if the flows for onboarding aren’t in the active state, clone and activate the new version before you begin to onboard applicants.
Add an Asset or Liability: You can add information about tangible assets, such as real estate or collectibles, or liabilities, such as mortgages or loans.
Add the Association Type Field to Page Layouts (Managed Package): Display a list of values that shows the relationship of accounts in the Relationship Map with the Association Type field. Picklist values are group (parent account), member (child account), and peer (lateral relationship). The default value is group.
Add an Extended Relationship to a Client or Household (Managed Package): Better visualize clients’ relationships with people outside of their household. Track the other professionals who advise clients about their financial lives. Also track clients’ affiliations with owned businesses and other organizational entities.
Manually Add a Financial Account: Information for an investment account, bank account, or insurance policy is typically updated automatically from an external system. However, you can also manually create a financial account.
Add a Financial Account Role: Enter information about a client’s involvement with a financial account, such as joint owner, a beneficiary, or trustee.
Add a Financial Goal: Create a financial goal to track a client’s progress toward major purchases, retirement savings, or other life goals. You can only create savings-oriented goals. You can’t create a goal for paying down a debt. You also can’t associate a goal with a specific financial account.
Add Household Members and Relationships (Managed Package): Add members to a household, and relate businesses, trusts, and other people to the household members. Define how to summarize the members’ activity and financials at the household level.
Add Product Details to the Application Form: Use the Flow Orchestration Work Guide component on the application form record page to select a product for the applicant. By using the Work Guide component, you can add applicants, if necessary.
Add Related Lists to the Case Page Layout: When a complaint is submitted, a case record and the associated public complaint and case participant records are created. To track and monitor complaints, add these records as related lists to the Case page layout.
Add the Sample OmniScript to the Assessment Record Page Layout: Add the sample FSC_Onboarding OmniScript to the Assessment record page layout, so that your users can launch the OmniScript from the Assessment record page. The sample OmniScript provides your users a guided experience through the onboarding process.
Agentforce Financial Services: Built on the world’s #1 CRM platform, Agentforce Financial Services (formerly Financial Services Cloud) enables financial services institutions to build trust by unifying the customer experience across channels, geographies, and lines of business—both commercial and consumer. Purpose-built industry functionality and the capabilities of Sales Cloud and Service Cloud enable financial services firms to increase employee productivity, accelerate time to value, and deepen customer trust with every interaction.
Action Launcher: By using the Action Launcher component, service agents can resolve customer queries more quickly and efficiently. They can use the Action Launcher component to search for and launch quick actions, OmniScripts, Screen flows, Field Service Mobile flows, and Autolaunched flows.
Action Plans: Capture repeatable tasks in templates and then automate the task sequences with an action plan. Enhance collaboration and productivity by automatically assigning task owners and deadlines for specific client engagement, such as account openings, loan approvals, and claims processing. Create reports and dashboards to monitor progress and ensure compliance.
Actionable List with Data 360 Data Model Objects: Build actionable lists from external financial data modeled in Data 360, such as brokerage balances and portfolio metrics. Advisors filter on that data directly, and it drives list membership without being written to CRM records.
Actionable Segmentation: Actionable Segmentation enables you to segment similar client profiles, curate them, and design timely and personalized client outreach programs. Actionable list definitions and actionable lists are the key elements of the Actionable Segmentation feature.
Activate Service Territory Data Integration Rule: Ensure that the service appointments scheduled by your portal users are routed to appropriate teams or individuals within specific regions or territories.
Add Actions to Custom Object Page Layouts: Enable clone, delete, and edit actions for Agentforce Financial Services custom objects so that users can access them on record detail pages in Lightning Experience.
Add the Retail Banking Field Sets (Managed Package): Using the Retail Banking field sets, you can customize the details displayed for various objects and record types. If you have not customized the field sets, add the Retail Banking field sets by installing the unmanaged package. However, if you have customized the field sets, add the Retail Banking field sets manually.
Add Complaint Summary Field: Customize the Public Complaint page layout by adding the Complaint Summary field to the details section. Add the fields that are required for complaint summary.
Add Einstein Summary: Add the Einstein Summary component to the Public Complaint record page by using the Lightning App Builder. The Einstein Summary component helps generate summaries using a prompt template based on design-time attributes.
Add the Events and Milestones Component to a Record Page: To make the list of events or milestones available on a record page, add the Life Events or Milestones related list to the corresponding page layout. Then, add the Events or Milestones component to a person account, contact, party relationship group, or business or household account record page.
Configure Picklist Values for a Dispute Request: To track the type and status of a dispute accurately, add the required picklist values to your dispute-related objects. Use these values to classify disputes, such as fraud or processing errors, and map your Salesforce record statuses to the specific lifecycle stages required by payment networks.
Add Related Lists to the Page Layout for Transaction Dispute Management: When a dispute request is submitted, case, dispute, dispute items, document checklist items, and assessment records are created. To track and monitor disputes, add these records as related lists to the page layouts.
Add the Catalog and Qualification Rule Procedure Names in Action Launcher Properties: To make the qualified service process products visible to your users and customers on the Action Launcher component, add the names of the service catalog and expression set in the properties of the Action Launcher. Your service agents can search for and invoke the service process products that are defined using Service Process Studio and cataloged using Product Catalog Management.
Deploy Discovery Framework Sample Templates for Transaction Dispute Management: Help your service representatives collect the right information for Mastercard, Visa, and Automated Clearing House (ACH) transaction disputes. Deploy pre-built sample templates to add guided questionnaires to your Salesforce instance. These templates include sample questions, Omniscripts, and integration procedures that make it easier and faster to gather customer dispute details.
Address Update Service Process: The Address Update service process allows your customers to update their addresses so that they receive important communications and statements at the correct location.
Advanced Document Validation: Standardize your compliance reviews by using Advanced Document Validation to compare multi-level record hierarchies against uploaded files. This configurable framework eliminates irrelevant data by showing only the specific field groups required for a particular document type to verify document information against Salesforce records.
Client Detail for Agentic Advisor: Client Detail gives wealth advisors a complete, real-time view of a client and their household on a single record page in Agentic Advisor. Before a meeting or during a call, advisors can see contact details, an AI-generated financial summary, and time-sensitive portfolio changes and life events with recommended actions. Everything is available from the account record, so advisors can stay focused on the client.
Households for Agentic Advisor: Discover how Households simplifies the way wealth advisors create and manage client household relationships, replacing multi-step manual setup with a configuration-driven experience that keeps family data organized and accessible.
Intelligent Referral Management for Agentic Advisor: Discover how Intelligent Referral Management transforms the way wealth advisors refer clients to specialists across lines of business, replacing manual email handoffs with a guided, automated process.
AI-Powered Document Validation: Use generative AI to verify that user-submitted documents match your Salesforce records. This feature extracts data from uploaded files and highlights discrepancies to help you maintain data standards and speed up compliance workflows.
Appointment Management: Give your portal users a personalized experience in scheduling appointments. Configure the My Appointments component in the Experience Builder to provide your portal users with options for scheduling in-person, phone, or video appointments. Portal users can see their upcoming and past appointments, and cancel scheduled appointments.
View Preconfigured ARC Relationship Graphs for Agentforce Financial Services (Original ARC): Agentforce Financial Services users can use this version of the Actionable Relationship Center (ARC) to view preconfigured relationship graphs. Add the ARC Financial Services Cloud component to record pages to let your users see both Agentforce Financial Services relationships and related list relationships in one view on Account records.
Add an Omniscript to an ARC Node: An Omniscript gives your users a guided path for completing a business process and serves as a configurable way of creating a seamless experience for your users. To build your Omniscripts, go to Omnistudio. Then in an ARC graph, to give your users quick access to processes they complete often, add the Omniscript to a node.
Create and View Custom ARC Relationship Graphs in Agentforce Financial Services: Use this version of the Actionable Relationship Center (ARC) to build custom ARC Relationship Graphs with objects that are important to your users. Add the ARC Relationship Graph component to record pages to let your users view and interact with records. Customize card names, display fields, and object and record actions so your users can easily navigate and engage with records during customer interactions.
Configure Visual Settings for ARC Graphs: Customize your ARC graphs by configuring display formats, such as compact or detailed views, and adjusting image and icon settings to help users clearly visualize nodes and relationships.
Configure Show Child Records on an ARC Relationship Graph: Show all child records with a parent record on an ARC Relationship Graph to let your users see relationship data in a single, unified view. When users view the ARC Relationship Graph on a record page, child records automatically show in the same node as the parent node, and users don’t have to click a record to see the child records.
Create a Custom ARC Relationship Graph: Create Actionable Relationship Center (ARC) graphs to see custom visualizations of relationships among people, businesses, and other associated related lists on record pages.
Configure a Group Relationships Node: Configure node properties to show accounts that are contained within a parent account. For example, a parent company account can have a group relationship with one or more subsidiary accounts. The relationship (association type) is account-account relationship (group).
Configure a Household Node: Lists household accounts that are related to the selected person account, such as households or trusts that the person belongs to.
Configure a Member Relationships Node: Lists accounts that are currently tied to a parent account. For example, a trust that holds assets for the household. The relationship (association type) is account-account relationship (member).
Configure a Members Node in Actionable Relationship Center: Lists person accounts that fulfill a specified role for the selected account. For example, a person account can have a member relationship to a household account. The relationship (association type) is account-contact relationship, where the contact is a Person Account record.
Configure a Related Accounts Node: Lists accounts that have non-hierarchical associations to the selected account. For example, a business account can have a peer relationship to another business that is an important supplier. The relationship (association type) is account-account relationship (peer).
Configure a Related Contacts Node: Lists contacts that fulfill a specified role for the selected person account. The relationship (association type) is contact-contact relationship.
Customize Record Pages Using ARC Components: Use the Lightning App Builder to add, remove, or reorder ARC components on a record page to give users a customized view of relationship graphs.
Consolidate Duplicate Records in an ARC Graph: When you build a node using the many to many relationship type, one record can exist on multiple junction objects. Select to collapse the duplicate records into a single record card when the graph loads on a record page.
Assign ARC Experience Cloud Permissions to Users: Give your partner users access to ARC Relationship Graph, ARC Highlights Panel, and ARC Record Details Lightning components in Experience Cloud.
Customize Graph Actions with Flows: A flow gives your users a guided path for completing a business process and serves as a configurable way of creating a unified experience for your users. Create a flow, and then in an ARC graph, link a flow to a graph action.
Actionable Relationship Center (ARC): Actionable Relationship Center (ARC) lets you view your customers’ relationships in an easy-to-navigate graph. ARC helps you understand relationships among people and businesses by presenting them in interactive components.
Show Fields from Multiple Objects on One ARC Node: On an ARC Graph node, show fields from objects that share a lookup relationship to the node object. Find the objects that have a lookup relationship to the node object on the Display tab in the show field picklist.
Customize ARC Nodes using Flexcards: Use Flexcards to show your users at-a-glance contextual information and provide them with access to relevant tasks for the data in an ARC graph. In Omnistudio, the drag-and-drop elements let you build Flexcards quickly to show your users contextual information in an at-a-glance format and provide them with access to relevant tasks for the data in an ARC graph.
Verify Read Access to Fields: To view an ARC graph, users must have read access to the fields on the Contact, Account, Reciprocal Role, Account-Contact Relationship, Account-Account Relationship, and Contact-Contact Relationship objects.
Asset Allocation Component: Your wealth advisors can get a holistic view of their client's assets by using the Asset Allocation component. On an Account record page, view the data from the Financial Asset Portfolio Target Allocation object related to the account.
Financial Account Management Standard Objects Setting: To model financial accounts and related information by using the Financial Account and related standard objects, enable the financial account management standard objects setting.
Assign a Permission Set to Portal Users: Create and assign a permission set for portal users to grant the license and permissions they need to access the Financial Services Client Portal.
Assign Interest Tags to Records: On client record pages where you've added the Interest Tags component, such as Person Account, your users can assign interest tags to track a client's interests and attributes.
Assign Lightning Pages to Display Financial Services Data: You can assign different Lightning pages to the various Financial Services apps to display specific account record types. You can also choose which profiles can access the page. The two-column page layout is ideal for the Retail Banking app, the one-column layout is best suited to the Retail Banking Console, and the three-column suits both apps.
Assign Page Layouts to New Financial Account Record Types (Managed Package): The Financial Accounts object includes new record types, such as Checking Account and Auto Loan, to support banking needs. These record types have customized page layouts that optimally display information for each account type.
Add the Referral Component to Lightning Pages (Managed Package): You can add the referral component to Lightning pages to enable users to create specific referral record types. You can add multiple versions of the component to enable various referral record types to be created from a page.
Assign Transaction Dispute Management Permissions to User: Assign the relevant permission sets, and configure object and field-level security for the Case object and other dispute-related objects. These settings authorize users to capture dispute details, see merchant alerts, and initiate chargebacks.
Assign Page Layouts to New Treasury Service Record Type (Managed Package): The Financial Account object includes the new Treasury Service record type to support commercial banking needs. This record type has a customized page layout that provides an optimal display of the record type information. This customized page layout is available to the Relationship Manager by default and can be added to other profiles as needed.
Record Association Builder: Define criteria for linking new or changed records with the branches that work with them.
Define Custom Apex Class Logic to Create Associations: Record Association Builder gives you the flexibility to fully customize how association records are created by using a custom association handler Apex class.
Define Association Criteria: Define your own criteria for automatically linking records like accounts, leads, opportunities, and cases with the branches that work with them.
Assign Permissions to Users: Ensure that users can access and use Record Association Builder features by creating and assigning permission sets.
Associate the Dispute Intake OmniScript to an Action Launcher Deployment: The FSC/TransactionDisputeManagement OmniScript guides users in capturing a customer dispute request. Service representatives can launch this Omniscript from the record details page of a person account to capture a dispute request.
Set Up Association Types (Managed Package): Control how account account relation records are displayed in the Relationship Map and the Actionable Relationship Center components using the Association Type picklist.
Auto Complaint Summarization for Complaints Management: Enhance your team’s productivity with the AI-powered Auto Complaint Summarization feature that collects data from case-related records, including case emails, chatter messages, case feed, and comments. Get the details of each complaint, such as case progression, key interactions, and potential resolution. Integrate AI insights to save time and increase efficiency. Your service agents can respond faster and strategically to complaints.
Branch Management: Track branch performance and productivity with Branch Management.
Add the Branch Selector Component to Apps: Place the Branch Selector utility bar component in your Salesforce app to let bankers choose their current branch while working. Give users the flexibility to search for and add new branches or remove branches that are no longer relevant to them.
Create Banker Records in Agentforce Financial Services: The Banker object represents users or contacts who are authorized to work in a banking capacity for one or more branches over time. Add banker records to let users view the branches they can work with, and choose their current branch for work attribution purposes.
Choose Your Branch with the Branch Selector: The branch selector allows you to select a current branch to associate your customer interactions. You can view branch details, search for, add, and remove branches from the branch selector without contacting your Salesforce admin.
Create Branch Unit Business Member Records: A branch unit business member links a branch unit and a banker. It enables a banker to select the branch where they’re working that day so their customer interactions are associated with the correct branch.
Work with Branch Management: The Branch Console app provides quick access to branch management tools. Branch managers or admin users define branch units and hierarchies, and enable bankers and other business members for assignment to specific branches. Bankers and other users select the branch they’re currently assigned to so that leads and accounts are associated with the correct branch.
BridgeFT Connector: ⏺ The BridgeFT Connector for Agentic Advisor brings custodial and portfolio management data from BridgeFT into Agentforce Financial Services, giving wealth advisors a unified view of client wealth. Admins configure the connection through the Connector Library by validating API credentials, setting up Data 360, and scheduling daily data syncs.
BridgeFT Connector for Agentic Advisor: Unify custodial account data from BridgeFT with your Financial Services client records for a complete view of client wealth. The BridgeFT Connector for Agentic Advisor brings custodial and portfolio management data into Agentforce Financial Services through the Connector Library.
Set Up BridgeFT Connector for Agentic Advisor: Unify custodial account data from BridgeFT with your FSC client records for a complete view of client wealth. Set up your BridgeFT connector, configure advisor codes, and establish data governance to begin ingesting custodial data into Data 360.
Create a Financial Custodian: Create a financial custodian to represent a third-party financial institution, such as a bank, that holds and secures client assets.
Create a Financial Custodian Advisor: Create a financial custodian advisor to associate an advisor code with a specific advisor and financial custodian.
Browse for Interest Tags and Tag Categories: Search for interest tags and tag categories in the Browse for Interest Tags window. Select multiple tags and add them to your record at the same time.
Customize a Discovery Framework Omniscript: Use Omniscript Designer to drag form elements into position. Preview elements in steps, customize properties, and access contextual guidance to discover and learn about functionality while creating your script.
Business Client Engagement: Use the Onboarding and Know Your Customer data models to bring business clients on board. Drive compliance and efficiency in business client onboarding by capturing details, such as beneficial owners, controlling parties, and business structure.
Add ARC Relationship Graph Component to Record Details Page: Add ARC relationship graph components that are created by using default templates to record details pages so that your relationship managers can visualize the ownership structure of their business clients and subsidiaries.
Configure Fields to Store Business Applicant Information: Add fields to Applicant, Account Account Relationship, Account Contact Relationship, and Party Profile objects to help your relationship managers capture details, such as business applicant information, ownership and shareholding details, and overall corporate hierarchy associated with the business entity.
Enable Business Client Engagement: To enable the Onboarding and Know Your Customer data models for businesses in your Salesforce org, enable the Business Client Engagement setting. When you enable this setting, you get access to the Applicant-Applicant Relation object and some additional fields in the Account Account Relationship and Account Contact Relationship objects that are essential for onboarding business applicants.
Setup of Business Client Engagement: To set up Business Client Engagement, turn on the prerequisite settings that help you access the objects related to client engagement, such as Account Account Relationship, Account Contact Relationship, Party Profile, and Party Business Region.
Business Relationship Plan: Use Business Relationship Plan to give your relationship team a more efficient, strategic, and collaborative approach to client planning. Business Relationship Plan captures all essential details of the client accounts, providing your relationship team the information needed to strategically prepare objective-driven client plans. With AI-powered summaries, your relationship team can easily understand the current dynamics of client relationships. Effectively manage and improve client relationships by offering customized solutions and implementing proactive engagement strategies.
Add Flexcard Template Selector to Account Plan Record Page: Configure the Flexcard Template Selector Lightning component on the Account Plan record page and let your users select the appropriate template from multiple options at runtime. To optimize your relationship team’s data gathering from different platform objects, add the prebuilt Account Plan Overview template to the Account Plan record page using the Flexcard Template Selector Lightning component. You can customize the Account Plan Overview template or create multiple standard templates to meet the specific data requirements of different business lines.
Account Plan Calculation Definitions with Financial Deals: Use the ready-to-use calculation definitions for financial deals to automatically track revenue and fee goals in account plan objective measures. The definitions aggregate data from active financial deal records, so relationship managers don't have to update measure values manually.
Configure Fields Specific to Business Relationship Plan: Add Business Relationship Plan related fields to Account Plan and Account Plan Objective objects to help your relationship managers capture strategic details and relevant stakeholders associated with the account plan. You can also create a dedicated record type or a different layout for the finance-specific account plan and then add Business Relationship Plan related fields to it.
Configure the Prebuilt Account Plan Lightning Page: Provide your relationship team a dedicated Lightning page in the Commercial Banking app to manage account plans. Your relationship team can get a bird's-eye view of the account plan on the Overview tab. The Flexcard Template Selector component is available by default on the Overview tab on the Lightning page. On the Details tab, your relationship team can capture relevant information to better understand client goals, prioritize the urgent needs, and implement strategies for them. From the Objectives component, they can create strategic goals and define measures for success by using a single guided flow. Also, they can upload files relevant to the account plan on the Related tab. Customize the page to better suit your users' requirements and set it as the default layout across all apps.
Create Account Plans By Using Flexcard Templates for Business Relationship Plan: Your relationship teams can access Account Plans from the account plans related list on the account record page. After creating an account plan, relationship managers can simply select a template from the available Flexcard templates and apply it to the Account Plan record page.
Add Objectives to an Account Plan: Relationship Managers can create a strategic objective for an account plan and add an appropriate category to it. They can also assign an owner, set the priority, and specify the status of the account plan objective to ensure effective management.
Define Account Plan Objective Measures: Track the progress of the account plan objective by defining measures from the account plan objective Lightning page. Create manual measures that you update as progress is made, or use calculation definitions to automatically calculate measure values from related case, opportunity, or financial deal records. Visualize the progress of each measure with progress ring indicators. You can also create objective measures directly from the Account Plan Lightning page.
Einstein Summaries for Business Relationship Plan: Enhance the efficiency of your relationship managers in their regular activities with AI-powered relationship summaries and client meeting summaries. The Summarize a Relationship prompt template fetches the relevant account plan data and generates structured insights on win-loss trends, open opportunities, and unresolved cases. Relationship managers can use these insights to create strategic business relationship plans for their clients. Relationship managers can use the Summarize an Interaction prompt template to easily get meeting minutes to understand the ongoing discussion about an account plan objective. Use the default prompt templates or customize them to suit your business needs.
Add Relationship Summary Field Component to Account Plan Record Page: Make the Relationship Summary component available to your relationship managers by adding it to the account plan record page. Relationship Managers can use the relationship summary to generate a business synopsis of their client account.
Enable Business Relationship Plan AI: Give users access to AI-powered features such as prompt templates and also to the invocable action and flows used with them. Relationship Managers use the prompt templates to quickly summarize relationships and interactions for business relationship plans.
Flows to Create Client Relationship and Interaction Summaries: Use Relationship Summary to help your relationship managers reduce the overhead of manually checking the latest updates. When new Case or Opportunity records are added to an account, or when new interactions are added to Opportunity records, relationship managers can get the latest relationship summary. When new interaction records are added to the account plan objective after the last interaction summary generation, relationship managers can refresh the interaction summary. If they’re unsatisfied with the response, they can ask Einstein to rewrite the draft.
Set Up Einstein Summaries for Business Relationship Plan: Configure AI-powered summaries for business relationship plans with prebuilt prompt templates and a Flexcard. Increase the productivity of relationship managers by providing them a quick business synopsis and client meeting summaries to create and manage business relationship plans.
Enable Business Relationship Plan: To help your relationship team manage and grow business relationships all in one place, enable the Business Relationship Plan setting. When you enable this setting, you get access to the Account Plan Objective Category object and some additional fields in the Account Plan and Account Plan Objective objects that are specific to Financial Services Cloud.
Work with Business Relationship Plan: Your relationship managers can create business relationship plans by using the account plan related lists on the Account record page. From the Objectives tab on the account plan record page, relationship managers can create goals and track them by defining measures from the Account Plan Objective record page. Measures can be updated manually or calculated automatically using calculation definitions with case, opportunity, or financial deal records. Additionally, your relationship team can use the prebuilt Account Plan Lightning page in the Commercial Banking app to create relationship plans for corporate clients.
Example: Strategic Partnership and Expansion for Acme Inc. with Business Relationship Plan: Acme Inc., a mid-sized company specializing in automotive parts, has partnered with Cumulus Bank for over 5 years. They rely on various banking products such as business accounts and loans. With a new CEO at the helm, Acme is gearing up for expansion and seeks advice from Cumulus Bank to align with their new business goals.
Add Tasks to Account Plan Objectives: Your relationship teams can create action plans by using the Tasks Flexcard component on the account plan objective record page. View an aggregated count of tasks, whether they're directly associated with objectives or through action plans. Visualize the distribution of tasks based on their progress status through a task distribution pie chart. Receive updates on the overdue tasks associated with action plans, ensuring timely follow-up.
Compliant Data Sharing: The Compliant Data Sharing feature lets admins and compliance managers configure advanced data sharing rules, so that they can improve compliance with regulations and company policies. They can control and monitor what data gets shared with whom, without writing complex code.
Add Participant Related Lists to Page Layouts: Add the corresponding participant objects related list on the page layouts for the objects and record types that you turned on compliant data sharing.
Share Records Using Compliant Data Sharing: Share records with Compliant Data Sharing in Experience Cloud or in Salesforce CRM for orgs with strict sharing policies. Record owners and non-owner participants who were given edit access through Compliant Data Sharing can assign participants to that record.
Enable Custom Object Settings: To grant users delete access to custom object participant records, turn on Compliant Data Sharing custom object settings.
Remove Access to Data Granted through Compliant Data Sharing: A user with object participant or participant group member records can’t be deactivated until their associated records have been deleted. If you attempt to deactivate the user before deleting these records, you see an error message linking to one of the records that must be deleted.
Deactivate a User and Retain Inactive Participant Records: Save time when you deactivate Salesforce users who have Compliant Data Sharing records without first deleting the user's associated participant or participant group member records. The setting allows you to retain the users inactive participant and participant group records.
Manage Participant Roles in Compliant Data Sharing: Compliant Data Sharing uses participant roles to define how users and participant groups relate to a record. Each participant role specifies the access level it grants to a record when assigned to a participant.
Manage Users in Compliant Data Sharing: Assign the Compliant Data Sharing permissions and object access to users depending on their needs. After a user is assigned a participant role for a record or as a member of a participant group, they can’t be deactivated. Delete all associated junction objects and remove them from all participant groups before deactivating them.
Set Up an Object for Public and Private Sharing in Compliant Data Sharing: It gets a little tricky when you want to share most records for an object publicly but that object also has some records that are visible only to some users. For example, a Grantmaking Experience Cloud site can show most funding opportunities to all users but it also has some funding opportunities that are available only by invitation and not publicly visible.
Mastercom® Integration for Dispute Resolution: Streamline the resolution of disputed Mastercard transactions by integrating Transaction Dispute Management with Mastercom®. This integration supports the full chargeback lifecycle, covering initial disputes, chargeback, second presentment, and arbitration. Use prebuilt flows, Omniscripts, integration definitions, and Stage Management to create the end-to-end workflow.
Collect Pre-Arbitration and Arbitration Details for Mastercard Transaction Disputes: Give your dispute case owners a guided process to collect the details required for initiating pre-arbitration or arbitration for a disputed Mastercard transaction that wasn’t resolved during the second presentment. With the guided process, dispute case owners can update the reason code and reason subcode if the ones assigned during the chargeback are no longer appropriate.
Configure Dispute Reason Codes and Reason Subcodes: When a service representative captures a transaction dispute request, they select a reason code and a reason subcode that describe the issue in the transaction. To make sure that these codes are available during the dispute intake process, add them as picklist values, and create dispute reason records.
Configure the Endpoint for Mastercom®: Create external credentials and named credentials with details of how Salesforce is authenticated with Mastercom.
Example: Stage Management Plan for Mastercard Transaction Dispute Resolution: Managing the lifecycle of a chargeback process can be complex without a structured system to track the progress and status changes. Use Stage Management to define the stages in a chargeback process. Then, define the transition criteria for the chargeback process to move from one stage to another, and add the steps to be performed when the chargeback process moves to a particular stage.
Review Pre-Arbitration and Arbitration Details for Mastercard Transaction Disputes: Give your dispute case owners a guided process to review the details collected for initiating pre-arbitration. With the guided process, dispute case owners can either accept pre-arbitration and close the dispute or escalate the case to arbitration.
Sample Dispute Reason Codes and Subcodes: Reason codes and subcodes are essential for managing transaction disputes effectively throughout the various phases of a dispute lifecycle. Use these codes to categorize disputes, streamline the initial capture process, guide the dispute process, and ensure consistency and clarity for all stakeholders involved in dispute resolution.
Configure Pre-Arbitration Rules for Mastercard Transaction Disputes: When a disputed Mastercard transaction isn’t resolved during the second presentment, you can initiate pre-arbitration or arbitration based on the reason code that’s associated with the transaction. Mastercom mandates that disputed transactions with specific reason codes must undergo pre-arbitration before they can proceed to arbitration. For example, pre-arbitration is required where the dispute is associated with reason codes, such as 4808, 4837, and 4853.
Set Up Integrations with Mastercom® for Second Presentment: Transaction Dispute Management uses integration definitions to specify the details of how Salesforce integrates with Mastercom to address the second presentment received in response to a chargeback. Create integration definitions to call the Mastercom APIs.
Set Up Integrations with Mastercom® for Chargebacks: Use integration definitions to specify the details of how Salesforce integrates with Mastercom to initiate chargebacks for transaction disputes. Create integration definitions to call the Mastercom APIs.
Set Up Integrations with Mastercom® for Pre-Arbitration and Arbitration: Transaction Dispute Management uses integration definitions to specify the details of how Salesforce integrates with Mastercom to initiate pre-arbitration and arbitration processes in response to a second presentment. Create integration definitions to call the Mastercom APIs.
Stage Management Plan for Transaction Disputes: Use Stage Management to set up a smooth and efficient process for resolving transaction disputes in each stage of the dispute lifecycle.
Client Pulse Flows and Prompt Templates: Client Pulse relies on flows to retrieve account data and prompt templates to generate AI-powered summaries. Use the flow and prompt template that match your org's data model and account type.
Set up and Configure Client Pulse: Configure Client Pulse so that advisors have AI-generated summaries of client activity and sentiment available at a glance before each conversation.
Client Detail Considerations: Review these considerations before setting up Client Detail and its components. Each component has requirements and behaviors that affect how it appears to advisors.
Set up and Configure Household Snapshot: Configure Household Snapshot to give advisors a view of primary member details and account details directly on the household record page, without navigating across multiple records during client interactions.
Set up and Configure Insights and Actions: Configure Insights and Actions to surface timely, prioritized recommendations from Run My Day on account record pages, so advisors can act on critical next steps without switching to a separate system.
Setup and Configuration of Client Detail: Client Detail consists of multiple components and tabs, and each one requires its own setup and configuration. Complete the setup for each component and tab before advisors start using Client Detail.
Work with Client Detail: Be prepared for every client interaction by viewing contact details, AI-generated summaries, and time-sensitive insights on the account record page.
Self Service for Cancel Insurance Policy Service Process: Give your customer community users access to the Cancel Insurance Policy service process on a self-service portal, such as the Financial Services Client portal. When you make the service process available with a self-service portal, your customers can raise service process requests at any time, from anywhere.
Collections and Financial Recovery: Collections and Recovery helps financial institutions and corporations streamline their collection processes, reduce delinquencies, and maintain positive customer relationships.
Console App for Commercial Banking: Commercial bankers can manage complex and changing customer requirements, compliance issues, and the competitive landscape with an easy-to-use and comprehensive console application for commercial banking.
Commercial Banking Relationship Solution: Explore features for nurturing corporate financial relationships with the Commercial Banking Relationship Solution. This solution deploys preconfigured features and sample data so you can get hands-on experience with minimal manual setup.
Agentforce Financial Services Experience Cloud Sites: Provide partners and customers with access to Agentforce Financial Services through Experience Cloud licenses for external users. With Experience Cloud, you can give access to a client’s profile, including account details, financial accounts, and more. An advisor, client, or customer can access client account information in a site.
Complaint Management: Complaint Management provides a streamlined process for service agents to capture and submit client complaints directly from a Person Account record. Case agents can also track and monitor submitted complaints. If you enable CRM Analytics and create a CRM App for Complaint Management, your customer experience managers can use the prebuilt dashboards to gain insights on complaints. You can also set up a self-service portal for your customer community users to let them directly file complaints on the portal.
Activate Salesforce Connection in Slack: After your Salesforce admin has approved the connection request from Slack, finalize and activate the connection within your Slack workspace to complete the Slack to Salesforce integration process.
Request a Salesforce Connection in Slack: Connect your Salesforce org to Slack. When you request a Salesforce connection in Slack, you can choose how your members’ Slack and Salesforce accounts are connected. You can automatically configure member accounts by using email or SAML NameID fields.
Compose and Send a Dispute Acknowledgment Email: When a dispute request is submitted, a work item is created on the dispute record page. The dispute case owner can act on the work item and complete the work.
Compose and Send a Dispute Item Closure Email: When the status of a disputed transaction is changed to Settled, a work item is created on the dispute item record page. The dispute case owner can act on the work item and complete the work.
Add Customer Roles for Financial Services: When users create a customer record, they specify the customer’s role within a household, such as client, spouse, domestic partner, or dependent. These roles are picklist values for the Role field on the Account Contact Relationship object. Define the roles that represent the types of household members that your firm tracks.
Configure a Partner Experience Cloud Site: The Agentforce Financial Services managed package includes an Advisor Partner Community profile and permission set to let you expose account details and financial accounts information to your independent advisors. You can then create custom pages for your Experience Cloud site with Experience Builder so that independent advisors can access Agentforce Financial Services information.
Configure a Customer Experience Cloud Site: The Agentforce Financial Services managed package includes Customer Community profiles and a permission set to let you expose account details and financial accounts information to Experience Cloud site users. You can then create custom pages for your site with Experience Builder, so that site users can access Agentforce Financial Services information.
Define Rollup Settings for Objects (Managed Package): For faster record rollups at the household level when performing rollups in batches, use the Record Rollup Configuration custom setting to configure various rollup settings for each object individually. For example, you can define a batch size to limit the number of records in each batch. When you run the batch job to roll up records, these settings help improve the performance of the batch job.
Customize the Group Members (Configurable) Component (Managed Package): To show member data that is configured for your business, replace the Group Members Lightning component on a custom client record page with the Group Members (Configurable) component. Customize the fields to display by associating a custom field set with the component. Also configure whether group activities rollups are displayed on the component.
Configure Reciprocal Roles (Managed Package): Within a relationship, a reciprocal role describes the role of one entity relative to another entity. For example, Client and Power of Attorney, or Proprietor and Business. We’ve provided a set of commonly used reciprocal role records. You can edit them to specify more granular roles for extended families, specific types of attorneys, or various professional affiliations.
Install Intelligent Need-Based Referrals and Scoring (Managed Package): Install the unmanaged extension package for Intelligent Need-Based Referrals and Scoring (Financial Services Referral Ext) to provide access to referral dashboards and reports. The dashboards help users strengthen their referral networks, nurture relationships, and identify and reward top referrers.
Create and Configure Custom Record Types for Referrals (Managed Package): First create a custom record type on leads, based on the referral record type. Configure the record type mapping for the custom referral record type, then assign the record type to the user profiles that need them.
Configure the Inbound Appointment Flow: To let you portal users schedule new appointments, clone and activate the new inbound appointment flow and add it to your Experience Cloud Portal.
Configure User Permissions to Ask a Question: Give your portal users the necessary permissions to post a question about a topic and start a discussion in the Financial Services Client portal. Your portal users can use the Ask a Question feature on the portal to post questions.
Connect Custodial Data: Unify client custodial account data with your Financial Services client records for a complete view of client wealth without using the BridgeFT connector.
Connect to MuleSoft and Enable Integration: To get financial transactions from a core banking system in the dispute intake form, connect your Salesforce and MuleSoft instances and enable integration between Salesforce and the core banking system.
Gather Consent and Disclosure Authorizations from Customers: Make sure that your customers agree to information disclosure policies before capturing or sharing sensitive data. Monitor consent and disclosure authorization requests provided to users, and track their responses. The process also supports consent on behalf of another person or group.
Generate Consent Authorization Requests: Manage consent and disclosure authorizations from customers alongside the accounts, financial accounts, and other records they pertain to. Generate multiple authorization form requests for a data use purpose.
Console Apps for Agentforce Financial Services: Use the standard console apps for retail banking, wealth management, and commercial banking to streamline client interaction and service management. You can use these apps without installing the Agentforce Financial Services managed package. These console apps have a set of prebuilt functionalities that help your bankers and customer service representatives (CSR) manage their end-to-end service interactions all in one place.
Service Process Automation: Service Process Automation streamlines and automates your service operations. Design case-driven service processes from request intake to fulfillment by using either the Unified Catalog or Service Process Studio. Both the frameworks use Omniscripts to capture request details across assisted and self-service channels. They also use prebuilt flows to automate fulfillment steps and record updates.
Contextual Alerts: Boost employee efficiency and minimize cognitive strain by equipping bankers, agents, and advisors with contextual alerts that highlight customer priorities and opportunities. Use the guided setup experience to configure and activate these alerts effortlessly. Tailor record alerts for your organization, explore preconfigured contextual alerts, and create Data 360 actions for the alerts you want to activate.
Contextual Alerts Library: Determine which contextual alerts you want to set up for financial advisers.
Agentforce Financial Services Financial Insights Billable Usage Type: Usage of certain Agentforce Financial Services Financial Insights features impacts your event credit consumption. For more information on how usage is billed, refer to your contract or contact your account executive.
Create an Initiate Automated Customer Account Transfer Action: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Initiate Automated Customer Account Transfer Omniscript. If you already have an Action Launcher deployment, add the Initiate Automated Customer Account Transfer Omniscript to it.
Clone and Activate the Omniscript for the Report and Replace Cards Service Process: Clone and activate the FSC/ReportandReplaceCards Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Report and Replace Cards service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone and Activate the Omniscript for the Stop Check Payment Service Process: Clone and activate the FSC/StopCheckPayment Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Stop Check Payment service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone and Activate the Omniscript for the Update Email or Phone Service Process: Clone and activate the IndustriesSPUpdateEmailorPhone Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Update Email or Phone service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone and Activate the Report and Replace Cards Salesforce Flow: Use the Process Report and Replace Cards Request Salesforce Flow Orchestration to show your users the step-by-step instructions to submit a Report and Replace Cards request for a client. You can customize the flow to meet your business needs.
Clone and Activate the Process Insurance Proof Request Flow: Use the Process Insurance Proof Request orchestration to show your service reps the step-by-step instructions to submit an insurance proof request for a user. Customize the flow to meet your business needs.
Clone and Activate the Stop Check Payment Salesforce Flow: Use the Process Stop Check Payment Request Salesforce Flow Orchestration to show your users the step-by-step instructions to submit a Stop Check Payment request for a client. You can customize the flow to meet your business needs.
Clone and Activate the Update Email or Phone Salesforce Flow: Use the Update Email or Phone Salesforce Request Flow Orchestration to show your users the step-by-step instructions to submit an Update Email or Phone request for a client. You can customize the flow to meet your business needs.
Add Data Attributes for the Change Billing Cycle Service Process: Create data attributes to store the information that a customer provides. The Change Billing Cycle service process has predefined data attributes. Create more data attributes based on your business needs.
Add Data Attributes for the Lock or Unlock Card Service Process: Create data attributes to store the information that a customer provides. The Lock or Unlock Card service process has predefined data attributes. Create more data attributes based on your business needs.
Add Data Attributes for the Manage Card Usage Service Process: Create data attributes to store the information that a customer provides. The Manage Card Usage service process has predefined data attributes. Create more data attributes based on your business needs.
Add Data Attributes for the Manage Credit Limit Service Process: Create data attributes to store the information that a customer provides. The Manage Credit Limit service process has predefined data attributes. Create more data attributes based on your business needs.
Add Data Attributes for the Notify Travel Plans Service Process: Create data attributes to store information that a customer provides. The Notify Travel Plans service process has predefined data attributes. Create more data attributes based on your business needs.
Add Data Attributes for the Order Checkbook Service Process: You can create data attributes to store information that a customer provides. The Order Checkbook service process has predefined data attributes. You can create more as needed to meet the needs of your business.
Add Data Attributes for the Request Statement Copies Service Process: You can create data attributes to store information that a customer provides. The Request Statement Copies service process has predefined data attributes. You can create more as needed to meet the needs of your business.
Add Data Attributes for the Reset PIN Service Process: Create data attributes to store the information that a customer provides. The Reset PIN service process has predefined data attributes. Create more data attributes based on your business needs.
Add Data Attributes for the Transfer Funds to Own Account Service Process: Create data attributes to store information that a customer provides. The Transfer Funds to Own Account service process has predefined data attributes. However, to capture the recurring payment details associated with a fund transfer, add the Recurring Payment Option data attribute of type Base with the base object as Fund Transfer Request.
Add Data Attributes for the Update Profile Service Process: Create data attributes to store the information that a customer provides. The Update Profile service process has predefined data attributes. Create more data attributes based on your business needs.
Add the Manage Credit Limit Action to the Card Record Page: Give your users quick access to the Manage Credit Limit Omniscript. Add the Manage Credit Limit action launcher component to the card record page to make it easier and faster for users to manage their card limits when needed.
Add the Reset PIN Action to the Account Page: Add the Reset PIN action launcher component to the account page layout to give your users quick access to the Reset PIN Omniscript.
Add the Reset PIN Action to the Card Record Page: Give your users quick access to the Reset PIN Omniscript. Add the Reset PIN action launcher component to the card record page to make it easier and faster for users to reset their PINs when needed.
Change Billing Cycle Service Process: The Change Billing Cycle service process simplifies card management for your customers, enabling them to change their payment due date or statement calculation date for a future month. Customers can align payments with their financial preferences and make sure that they can make card payments on convenient dates.
Clone and Activate the Proof of Insurance Omniscript: To give your users a guided path for requesting the insurance proof, clone and activate the FSCIns/RequestInsuranceProof Omniscript. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone the Change Billing Cycle Salesforce Flow: Give your users the step-by-step instructions for submitting a Change Billing Cycle request for a client. Customize the flow to meet your business needs.
Clone the Lock or Unlock Card Salesforce Flow: Show your users the step-by-step instructions to submit a Lock or Unlock Card request for a client. Customize the flow to meet your business needs.
Clone the Manage Card Usage Salesforce Flow: Show your users the step-by-step instructions to submit a Manage Card Usage request for a client. Customize the flow to meet your business needs.
Clone the Manage Credit Limit Salesforce Flow: Show your users the step-by-step instructions to submit a Manage Credit Limit request for a client. Customize the flow to meet your business needs.
Clone and Activate the Manage Standing Instructions Salesforce Flow: Use the Process Manage Standing Instructions Request Salesforce Flow Orchestration to show your users the step-by-step instructions to submit a Manage Standing Instructions request for a client. You can customize the flow to meet your business needs.
Clone the Notify Travel Plans Salesforce Flow: Show your users the step-by-step instructions to submit a Notify Travel Plans request for a client. You can customize the flow to meet your business needs.
Clone the Omniscript for the Manage Card Usage Service Process: Give your users a guided path for completing the request intake process in the Manage Card Usage service process. Use the Omniscript as is, or customize it to meet your business needs.
Clone the Omniscript for the Manage Credit Limit Service Process: Give your users a guided path for completing the request intake process in the Manage Credit Limit service process. Use the Manage Credit Limit Omniscript as is, or customize it to meet your business needs.
Clone and Activate the Omniscript for the Manage Standing Instructions Service Process: Clone and activate the FSC/ManageStandingInstructions Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Manage Standing Instructions service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone and Activate the Omniscript for the Order Checkbook Service Process: Clone and activate the FSC/OrderCheckbook Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Order Checkbook service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone and Activate the Omniscript for the Request Statement Copies Service Process: Clone and activate the FSC/RequestStatementCopies Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Request Statement Copies service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone the Omniscript for the Reset PIN Service Process: Give your users a guided path for completing the request intake process in the Reset PIN service process. Use the Reset PIN Omniscript as is, or customize it to meet your business needs.
Clone and Activate the Omniscript for the Transfer Funds to Own Account Service Process: Clone and activate the FSC/TransferFundstoOwnAccount Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Transfer Funds to Own Account service process. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone and Activate the Order Checkbook Salesforce Flow: Use the Process Order Checkbook Request Salesforce Flow Orchestration to show your users the step-by-step instructions to submit an Order Checkbook request for a client. You can customize the flow to meet your business needs.
Clone and Activate the Request Statement Copies Salesforce Flow: Use the Process Request Statement Copies Salesforce Flow Orchestration to show your users the step-by-step instructions to submit a Request Statement Copies request for a client. You can customize the flow to meet your business needs.
Clone the Reset PIN Salesforce Flow: Show your users the step-by-step instructions to submit a Reset PIN request for a client. Customize the flow to meet your business needs.
Clone and Activate the Transfer Funds to Own Account Salesforce Flow: Use the Process Transfer Funds to Own Account Request Salesforce Flow Orchestration to show your users the step-by-step instructions to submit a Transfer Funds to Own Account request for a client. You can customize the flow to meet your business needs.
Clone the Manage Standing Instructions Salesforce Flow: Show your users the step-by-step instructions to submit a Manage Standing Instructions request for a client. You can customize the flow to meet your business needs.
Clone the Omniscript for the Request Loan Payoff Statement Service Process: Clone the FSC/RequestLoanPayoffStatement Omniscript and then activate the new version of the Omniscript. This Omniscript gives your users a guided path for completing the request intake process in the Request Loan Payoff Statement service process. Use the Omniscript as is, or customize it to meet the needs of your business.
Clone the Request Loan Payoff Statement Salesforce Flow: Use the Process Loan Payoff Statement Request flow orchestration to show your users the step-by-step instructions for submitting a Loan Payoff Statement request for a client. Customize the flow to meet your business needs.
Configure Required Fields for Fund Transfer Request: To indicate the transfer type, frequency, and status of a fund transfer request, activate the picklist values. Complete this step only if you're using FSC Standard objects. If you use FSC Managed Package objects, create a custom object to handle fund transfer requests.
Configure Self-Service for Financial Service Processes: Configure the prebuilt financial service processes for self-service so that customer community users can initiate the service processes directly from a self-service portal, such as the Financial Services Client Portal.
Configure State and Country or Territory Picklists for Notify Travel Plan Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country or Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for Change Billing Cycle Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configure picklists to ensure continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for Request Loan Payoff Statement Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for Lock or Unlock Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with the existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for Manage Beneficiaries Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for Manage Card Usage Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for Managae Credit Limit Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country/Territory Picklists Manage Standing Instructions: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Configure State and Country or Territory Picklists for the Update Profile Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Set Up MuleSoft Integration and Create a Named Credential for the Reset PIN Service: Enable MuleSoft Integration to connect your external banking system to Salesforce and create a named credential for the Reset PIN service process. Securely retrieve real-time financial account information from your external card management system.
Create a Change Billing Cycle Action: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Change Billing Cycle Omniscript. If you have an existing action launcher deployment, add the Change Billing Cycle Omniscript to it.
Create a Decision Matrix for the Manage Credit Limit Service Process: Create a decision matrix and add the Manage Credit Limit service process name and document types. The Manage Credit Limit Service process uses the Business Rules Engine to make rules using decision matrices and expression sets. These rules show a list of valid document types that a user can choose from. Document types are a list of supporting documentation that a user can request from a client to validate the new information.
Create a Decision Matrix for the Wealth Banking Update Profile Service Process: Create a decision matrix and add the Update Profile service process and document types. To show a list of valid document types that a user can select, the Update Profile service process uses Business Rules Engine to create rules by using decision matrices and expression sets. Document types are a list of supporting documentation that a user can request from a client to validate the new information.
Create a Lock or Unlock Card Action: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Lock or Unlock Card Omniscript. If you already have an action launcher deployment, add the Lock or Unlock Card Omniscript to it.
Create a Manage Beneficiaries Action for Retail Banking Service Process: To give your users quick access to the Manage Beneficiaries Omniscript, create an Action Launcher deployment that uses the service process template. If you already have an Action Launcher deployment, add the Manage Beneficiaries Omniscript to it.
Create a Manage Card Usage Action: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Manage Card Usage Omniscript. If you have an existing action launcher deployment, add the Manage Card Usage Omniscript to it.
Create a Manage Credit Limit Action: To give your users quick access to the Manage Credit Limit Omniscript, create an Action Launcher deployment that uses the service process template. If you have an existing Action Launcher deployment, add the Manage Credit Limit Omniscript to it.
Create a Manage Standing Instructions Action for Retail Banking Service Process: Create an action launcher deployment that uses the service process template to give your users quick access to the Manage Standing Instructions Omniscript. If you have an existing action launcher deployment, add the Manage Standing Instructions Omniscript to it.
Create a Notify Travel Plans Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Notify Travel Plans Omniscript. If you have an existing action launcher deployment, add the Notify Travel Plans Omniscript to it.
Create a Proof of Insurance Template: To fill the Insurance proof details that are required for Insurance Proof, create a PDF template. These form fields are used by Omnistudio Data Mapper to fill the PDF form.
Create a Request Loan Payoff Statement Action: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Request Loan Payoff Statement Omniscript. If you already have an Action Launcher deployment, add the Request Loan Payoff Statement Omniscript to it.
Create a Request Statement Copies Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Request Statement Copies Omniscript. If you have an existing action launcher deployment, add the Request Statement Copies Omniscript to it.
Create a Reset PIN Action: To give your users quick access to the Reset PIN Omniscript, create an Action Launcher deployment that uses the service process template. If you have an existing action launcher deployment, add the Reset PIN Omniscript to it.
Create a Transfer Funds to Own Account Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Transfer Funds to Own Account Omniscript. If you have an existing action launcher deployment, add the Transfer Funds to Own Account Omniscript to it.
Create an Update Profile Action: To give your users quick access to the Update Profile Omniscript, create an Action Launcher deployment that uses the service process template. If you already have an action launcher deployment, add the Update Profile Omniscript to it.
Create a Manage Standing Instructions Action for Wealth Banking Service Process: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Manage Standing Instructions Omniscript. If you have an existing Action Launcher deployment, add the Manage Standing Instructions Omniscript to it.
Create an Apex Class: Create an Apex class to send an email with attachment to the user who requests an insurance proof.
Create Integration Definitions for the Manage Standing Instructions Service Process: The Manage Standing Instructions Service Process uses the fscserviceprocess.ManageStandingInstructionsIntegPrvd and fscserviceprocess.RecurringTransactionsServiceIntegPrvd integration definitions. It calls the API to submit the client’s standing instructions request in the core banking system. You can use these integration definitions, or create your own.
Create an Integration Definition for the Notify Travel Plans Service Process: The Notify Travel Plans Service Process uses the FSC_NotifyTravelPlans integration definition. It calls the API to submit the client’s travel request in the card management system. You can use this integration definition, or create your own.
Create an Integration Definition for the Order Checkbook Service Process: The Order Checkbook Service Process uses the fscserviceprocess.OrderCheckbookIntegrationProvider integration definition. It calls the API to submit the client’s checkbook request in the core banking system. You can use this integration definition, or create your own.
Create an Integration Definition for the Request Statement Copies Service Process: The Request Statement Copies Service Process uses the fscserviceprocess.RequestStatementCopiesIntegPrvd integration definition. It calls the API to submit the client’s Statement Copies request in the core banking system. You can use this integration definition, or create your own.
Create an Order Checkbook Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Order Checkbook Omniscript. If you have an existing action launcher deployment, add the Order Checkbook Omniscript to it.
Create and Activate the Orchestration Flow: Create an orchestration flow that creates an insurance proof for an account, notifies service reps that the proof is downloadable, and closes the case associated with the request.
Create Integration Definitions for the Report and Replace Cards Service Process: The Report and Replace Cards Service Process uses the fscserviceprocess.ReportandReplaceCreditCardIntegPrvd and fscserviceprocess.ReportandReplaceDebitCardIntegPrvd integration definitions. It calls the API to submit the client’s card request in the core banking system. You can use these integration definitions, or create your own.
Create an Integration Definition for the Stop Check Payment Service Process: The Stop Check Payment Service Process uses the fscserviceprocess.StopCheckPaymentIntegrationProvider integration definition. It calls the API to submit the client’s stop check payment request in the core banking system. You can use this integration definition, or create your own.
Create an Integration Definition for the Update Email or Phone Service Process: The Update Email or Phone Service Process uses the serviceprocess.UpdateEmailorPhoneIntegrationProvider integration definition. It calls the API to update the client’s email or phone and the financial accounts in the core banking system. You can use this integration definition, or create your own.
Create Integration Definitions for the Change Billing Cycle Service Process: The Change Billing Cycle service process uses the FSCRtl_ChgBillCycl and FSCRtl_ChgBillCyclFetchCardBillingDetails integration definitions. It calls the API to submit the client’s Change Billing Cycle request to the card management system. You can use these integration definitions, or create your own.
Create Integration Definitions for the Lock or Unlock Card Service Process: The Lock or Unlock Card service process uses the fscserviceprocess.FSCRtlLkUnlckCardIntegPrvd, fscserviceprocess.FSCRtlFetchCardLimits, and fscserviceprocess.FSCRtlFetchCardControls integration definitions. The service process calls the API to submit the client’s Lock or Unlock Card request to the card management system. You can use these integration definitions, or create your own.
Create Integration Definitions for the Manage Card Usage Service Process: The Manage Card Usage Service Process uses the FSCRtl_ManageCardUsage, FSCRtl_FetchCardLimits, and FSCRtl_FetchCardControls integration definitions. The service process calls the API to submit the client’s Manage Card Usage request to the card management system. You can use these integration definitions, or create your own.
Create Integration Definitions for the Manage Credit Limit Service Process: The Manage Credit Limit service process uses the FSCRtl_ManageCreditLimit and FSCRtl_FetchCardLimits integration definitions. It calls the API to submit the client’s Manage Credit Limit request to the card management system. You can use these integration definitions, or create your own.
Create Integration Definitions for the Manage Standing Instructions Service ProcessI: The Manage Standing Instructions service process uses the FSCWlth_ManageStandingInstructions and FSCWlth_GetStandingInstructionDetails integration definitions. It calls the API to submit the client’s Manage Standing Instructions request to the core banking system. You can use these integration definitions, or create your own.
Create an Integration Definition for the Request Loan Payoff Statement Service Process: The Request Loan Payoff Statement service process uses the fscserviceprocess.RequestLoanPayoffStatementIntegPrvd integration definition. It calls the API to submit the client’s loan payoff statement request to the loan management system. Use this integration definition, or create your own.
Create Integration Definitions for the Reset PIN Service Process: The Reset PIN service process uses the FSCRtl_ResetPIN and FSCRtl_ValidateCardDetails integration definitions. It calls the API to submit the client’s PIN reset request to the card management system. You can use these integration definitions, or create your own.
Create Integration Definitions for the Transfer Funds to Own Account Service Process: The Transfer Funds to Own Account Service Process uses the fscserviceprocess.TransferFundsToOwnAccountIntegProvider and fscserviceprocess.AccountBalanceServiceIntegrationProvider integration definitions. It calls the API to submit the client’s fund transfer request in the core banking system. You can use these integration definitions, or create your own.
Create Integration Definitions for the Update Profile Service Process: The Update Profile Service Process uses the FSCWlth_UpdateProfileCustomer and FSCWlth_UpdateProfileFinancialAccount integration definitions. It calls the API to submit the client’s Update Profile request to the core banking system. You can use these integration definitions, or create your own.
Create a Report and Replace Cards Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Report and Replace Cards Omniscript. If you have an existing action launcher deployment, add the Report and Replace Cards Omniscript to it.
Create a Request Insurance Proof Action: To give your users quick access to the Request Insurance Proof Omniscript, create an action launcher deployment that uses the service process template. If you have an existing action launcher deployment, add the Request Insurance Proof Omniscript to it.
Create a Stop Check Payment Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Stop Check Payment Omniscript. If you have an existing action launcher deployment, add the Stop Check Payment Omniscript to it.
Create an Update Email or Phone Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Update Email or Phone Omniscript. If you have an existing action launcher deployment, add the Update Email or Phone Omniscript to it.
Add Data Attributes for the Report and Replace Cards Service Process: You can create data attributes to store information that a customer provides. The Report and Replace Cards service process has predefined data attributes. You can create more as needed to meet the needs of your business.
Add Data Attributes for the Request Insurance Proof Service Process: Create data attributes to store the information from a client. The Request Insurance Proof service process has predefined data attributes. Create more data attributes to suit your business requirements.
Add Data Attributes for the Stop Check Payment Service Process: You can create data attributes to store information that a customer provides. The Stop Check Payment service process has predefined data attributes. You can create more as needed to meet the needs of your business.
Add Data Attributes for the Update Email or Phone Service Process: You can create data attributes to store information that a customer provides. The Update Email or Phone service process has predefined data attributes. You can create more data attributes as needed to meet the needs of your business.
Estate Planning Service Process: Use the Estate Planning service process to notify the bank of an individual's passing. This process ensures the timely and accurate registration of the death for all necessary administrative purposes.
Add Data Attributes for the Estate Planning Service Process: Create data attributes to store the information that a customer provides. The Estate Planning service process has predefined data attributes. Create more data attributes based on your business needs.
Clone the Estate Planning Salesforce Flow: Show your users the step-by-step instructions for submitting an Estate Planning request for a client. Customize the flow to meet your business needs.
Clone the Omniscript for the Estate Planning Service Process: Give your users a guided path for completing the request intake process in the Estate Planning service process. Use the Omniscript as is, or customize it to meet your business needs.
Configure State and Country or Territory Picklists for the Estate Planning Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country or Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Create an Estate Planning Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Estate Planning Omniscript. If you already have an action launcher deployment, add the Estate Planning Omniscript to it.
Create an Integration Definition for the Estate Planning Service Process: The Estate Planning service process uses the FSCRtl_EstatePlanning integration definition. It calls the API to submit the client’s estate planning request in the core banking system. You can use this integration definition, or create your own.
Submit an Estate Planning Request: Your service reps can create and submit an estate planning request through the Estate Planning Omniscript.
Report First Notice of Loss for Homeowners Service Process: The Report First Notice of Loss for Homeowners service process enables policyholders, brokers, and insurance reps to raise a request to notify an insurer of loss, damage, or theft affecting a homeowner's property.
Create a Report First Notice of Loss for Homeowners Action: Create an action launcher deployment that uses the service process template to give your users quick access to the First Notice of Loss for Homeowners Omniscript. If you have an existing action launcher deployment, add the First Notice of Loss for Homeowners Omniscript to it.
Initiate Automated Customer Account Transfer Service Process: Your customers can use the Initiate Automated Customer Account Transfer service process to raise requests for transferring securities from one trading account to another, at a different brokerage firm or bank.
Lock or Unlock Card Service Process: The Lock or Unlock Card service process enables customers to lock or unlock their cards for enhanced security and better control over card usage. It prevents unauthorized transactions and makes sure that customers can quickly secure their cards when needed.
Configure State and Country/Territory Picklists for the Manage Beneficiaries Service Process: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country/Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Create a Manage Beneficiaries Action for Wealth Banking Service Process: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Manage Beneficiaries Omniscript. If you already have an action launcher deployment, add the Manage Beneficiaries Omniscript to it.
Create Integration Definitions for the Manage Beneficiaries Wealth Banking Service Process: The Manage Beneficiaries Service Process uses the FSCWlth_ManageBeneficiaries and FSCWlth_GetBeneficiaryDetails integration definitions. It calls the API to submit the client’s Manage Beneficiaries request to the core banking system. You can use these integration definitions, or create your own.
Manage Beneficiaries for Retail Banking Service Process: Your customers can use the Manage Beneficiaries service process to raise requests to add, modify, or delete beneficiaries. This service process makes sure that beneficiary details are accurate.
Update the Manage Beneficiaries Omniscript: Replace the name of the service process in the cloned version of the FSCWlth/ManageBeneficiaries Omniscript with your service process definition API name.
Manage Card Usage Service Process: The Manage Card Usage service process simplifies card management for your customers, enabling them to set and adjust limits for their cards. Customers can gain greater control over their accounts by making sure that spending stays within their financial preferences, and prevent unauthorized transactions.
Manage Credit Limit Service Process: The Manage Credit Limit service enables customers to request adjustments to their credit card limits, either increasing or decreasing them. This process helps customers take better control of their finances.
Notify Travel Plans Service Process: Simplify the travel experience for your customers by notifying the bank about their upcoming trips. Verify the legitimacy of transactions and help customers avoid card-related issues during their trips.
Order Checkbook Service Process: Your customers can use the Order Checkbook service process to order a checkbook. Customers can choose the number of check leaves required in the checkbook and the preferred delivery mode while ordering.
Report and Replace Cards Service Process: Your customers can use the Report and Replace Cards service process to report and block cards, as well as request replacements.
Required Omniscript Components for the Request Insurance Proof Service Process: Verify that the required components are in place in Salesforce to support the Request Insurance Proof service process. The Proof of Insurance Omniscript calls these Integration Procedures, Omnistudio Data Mappers, Flexcards, and Apex classes.
Request Insurance Proof Service Process: Your customers can use the Request Insurance Proof service process to request proof of insurance through a straightforward and simplified process.
Request Statement Copies Service Process: Your customers can use the Request Statement Copies service process to request statement copies for their financial accounts. They can choose to receive their statement copies to a preferred address either via email or post.
Set Up Required Minimum Distribution Service Process: Your customers can use the Set Up Required Minimum Distribution (RMD) service process to raise requests to set up Required Minimum Distribution of their retirement accounts.
Create a Set Up Required Minimum Distribution Action: Create an Action Launcher deployment that uses the service process template to give your users quick access to the Set Up Required Minimum Distribution Omniscript. If you already have an action launcher deployment, add the Set Up Required Minimum Distribution Omniscript to it.
Create a Decision Matrix for the Set Up Required Minimum Distribution Service Process: Create a decision matrix and add the Set Up Required Minimum Distribution service process and document types. The Set Up Required Minimum Distribution service process uses Business Rules Engine to create rules by using decision matrices and expression sets to show a list of the valid document types that a user can select from. Document types are a list of supporting documentation that a user can request from a client to validate the new information.
Create Integration Definitions for the Set Up Required Minimum Distribution Service Process: The Set Up Required Minimum Distribution Service Process uses the FSCWlth_SetupRequiredMinimumDistribution and FSCWlth_RqrMinDstrGetBankAccountDetails integration definitions. It calls the API to submit the client’s Set Up Required Minimum Distribution request to the core banking system. You can use these integration definitions, or create your own.
Update the Set Up Required Minimum Distribution Omniscript: Give your users a guided path for completing the request intake process in the Set Up Required Minimum Distribution service process. Use the Omniscript as is, or customize it to meet your business needs.
Reset PIN Service Process: The Reset PIN service process simplifies card management for your customers, enabling them to easily reset their card PIN. This ensures secure access and prevents issues with account access, maintaining account security and offering peace of mind to your customers.
Self Service for the Initiate Automated Customer Account Transfer Service Process: Give your customer community users access to the Initiate Automated Customer Account Transfer service process on a self-service portal, such as the Financial Services Client portal. When you make service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Initiate Automated Customer Account Transfer through a self-service channel.
Self Service for Estate Planning Service Process: Give your customer community users access to the Estate Planning service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for estate planning through a self-service channel.
Set Up Estate Planning as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to provide notice about their estate planning.
Self Service for Change Billing Cycle Service Process: Give your customer community users access to the Change Billing Cycle service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Change Billing Cycle through a self-service channel.
Self Service for the Lock or Unlock Card Service Process: Give your customer community users access to the Lock or Unlock Card service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Lock or Unlock Card through a self-service channel.
Self Service for Manage Beneficiaries Service Process: Give your customer community users access to the Manage Beneficiaries service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Manage Beneficiaries through a self-service channel.
Self Service for Manage Card Usage Service Process: Give your customer community users access to the Manage Card Usage service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Manage Card Usage through a self-service channel.
Self Service for Manage Credit Limit Service Process: Give your customer community users access to the Manage Credit Limit service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Manage Credit Limit through a self-service channel.
Self-Service for Manage Standing Instructions Service Process: Give your customer community users access to the Manage Standing Instructions service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for managing standing instructions through a self-service channel.
Self Service for Manage Standing Instructions Service Process: Give your customer community users access to the Manage Standing Instructions service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Standing Instructions through a self-service channel.
Self Service for Notify Travel Plans Service Process: Give your customer community users access to the Notify Travel Plans service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for travel notifications through a self-service channel.
Self-Service for Order Checkbook Service Process: Give your customer community users access to the Order Checkbook service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for new checkbooks through a self-service channel.
Self-Service for Request Insurance Proof Service Process: Give your customer community users access to the Request Insurance Proof service process on a self-service portal, such as Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests to submit an insurance proof through a self-service channel.
Self-Service for Request Loan Payoff Statement Service Process: Give your customer community users access to the Request Loan Payoff Statement service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for a loan payoff statement through a self-service channel.
Self-Service for Request Statement Copies Service Process: Give your customer community users access to the Request Statement Copies service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for statement copies through a self-service channel.
Self Service for Reset PIN Service Process: Give your customer community users access to the Reset PIN service process on a self-service portal, such as the Financial Services Client portal. When you make service processes available through a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Reset PIN through a self-service channel.
Self-Service for Transfer Funds to Own Account Service Process: Give your customer community users access to the Transfer Funds to Own Account service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests to transfer funds through a self-service channel.
Self Service for Update Profile Service Process: Give your customer community users access to the Update Profile service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for updating profile information on their accounts through a self-service channel.
Self-Service for Update Billing Frequency Service Process: Give your customer community users access to the Update Billing Frequency service process on a self-service portal, such as the Financial Services Client portal. When you make the service process available with a self-service portal, your customers can raise service process requests at any time, from anywhere.
Self Service for Report First Notice of Loss for Homeowners Service Process: Give your customer community users access to the Report First Notice of Loss for Homeowners service process on a self-service portal, such as the Financial Services Client portal. When you make the service process available with a self-service portal, your customers can raise service process requests at any time, from anywhere.
Self Service for the Manage Beneficiaries Service Process: Give your customer community users access to the Manage Beneficiaries service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Manage Beneficiaries through a self-service channel.
Self Service for Set Up Required Minimum Distribution Service Process: Give your customer community users access to the Set Up Required Minimum Distribution service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Set Up Required Minimum Distribution through a self-service channel.
Configure Set Up Required Minimum Distribution as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to set up the required minimum distribution for their retirement accounts.
Self-Service for Update Email or Phone Service Process: Give your customer community users access to the Email or Phone service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for email address or phone number updates through a self-service channel.
Self-Service for Report and Replace Cards Service Process: Give your customer community users access to the Report and Replace Cards service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for reporting and replacing cards through a self-service channel.
Self-Service for Stop Check Payment Service Process: Give your customer community users access to the Stop Check Payment service process on a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for stop check payments through a self-service channel.
Self Service for Initiate Vehicle First Notice of Loss Service Process: Give your customer community users access to the Initiate Vehicle First Notice of Loss service process on a self-service portal, such as the Financial Services Client portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere. Capture customer requests for Initiate Vehicle First Notice of Loss through a self-service channel.
Request Loan Payoff Statement Service Process: Simplify the loan payoff process for your customers by enabling them to request for a loan payoff statement. The Request Loan Payoff Statement service process helps customers get clear, timely information on their loan balance and payment details.
Manage Standing Instructions Service Process for Wealth Banking: Your customers can use the Manage Standing Instructions service to request the addition or removal of instructions for setting up recurring and timely payments from their investment accounts.
Set Up Change Billing Cycle as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to request a billing cycle change.
Set Up Lock or Unlock Card as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to lock or unlock a card.
Set Up Manage Card Usage as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to manage card usage.
Set Up Manage Credit Limit as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to request a credit limit adjustment.
Set Up Reset PIN as a Self-Service Process: Configure a self-service portal by using the Financial Services Client Portal template and give your customer community users a self-guided process to request a PIN reset.
Setup and Configuration of the Reset PIN Service Process: With Service Process Studio, enable the reset PIN service process so that your service reps can help their customers securely reset their PINs through an easy-to-follow process.
Set Up Request Insurance Proof as a Self-Service Process: Give your customer community users a self-guided process for requesting you to provide the proof of insurance by configuring a self-service portal from the Financial Services Client Portal template.
Stop Check Payment Service Process: Your customers can use the Stop Check Payment service process to cancel a check payment, which isn’t processed yet. They can cancel a check payment if there’s a theft, cancellation, or any other reasons for which the payment is to be stopped.
Submit a Change Billing Cycle Request: Your service reps can capture and submit a Change Billing Cycle request through the Change Billing Cycle Omniscript.
Submit a Loan Payoff Statement Request: Your service reps can capture and submit a Loan Payoff Statement request through the Request Loan Payoff Statement Omniscript.
Submit a Lock or Unlock Card Request: Your service reps can create and submit a Lock or Unlock Card request through the Lock or Unlock Card Omniscript.
Submit a Manage Card Usage Request: Your service reps can capture and submit a Manage Card Usage request through the Manage Card Usage Omniscript.
Submit a Manage Credit Limit Request: Your service reps can capture and submit a Manage Credit Limit request through the Manage Credit Limit Omniscript.
Submit a Manage Standing Instructions Request: Your service reps can capture and submit a Manage Standing Instructions request by using the Manage Standing Instructions OmniScript.
Submit a Request Statement Copies Request: Your service agents can capture and submit a Request Statement Copies request through the Request Statement Copies Omniscript. A case is then created in Salesforce.
Submit a Reset PIN Request: Your service reps can capture and submit a PIN reset request through the Reset PIN Omniscript.
Submit a Transfer Funds to Own Account Request: Your service agents can capture and submit a Transfer Funds to Own Account request through the Transfer Funds to Own Account Omniscript. A case is then created in Salesforce.
Submit an Insurance Proof Request: Customers can independently request proof of insurance through self-service portals, or service reps can initiate the request for the customers.
Transfer Funds to Own Account Service Process: Your customers can use the Transfer Funds to Own Account service process to transfer funds between their financial accounts within the same bank or financial institution.
Update Email or Phone Service Process: Your customers can use the Update Email or Phone service process to maintain accurate contact information, receive timely information, and enhance security through proper communication.
Update the Flow to Call the Apex Class: Call the Apex class to send an email with attachment to the policyholder when a case is closed by updating the Send Email with Attachment To Policy Holder action in the Flow.
Update the Process Insurance Proof Request Salesforce Flow for Service Catalog Requests: To trigger the Process Insurance Proof Request Salesforce flow only for updates in response to service catalog requests, connect the SvcCatalogItemDefinitionID field to your Request Insurance Proof service process. Update the Start element in the cloned Process Insurance Proof Request Salesforce flow and add your Request Insurance Proof service process API name. When a case is created, a service catalog request is created.
Update Profile Service Process for Wealth Banking: Your customers can use the Update Profile service process to request you to make changes to their personal, contact, and employment details. Keeping the details up to date ensures seamless account management and enhances the overall customer experience.
Initiate Vehicle First Notice of Loss Service Process: The Initiate Vehicle First Notice of Loss service process enables policyholders, brokers, and insurance reps to notify an insurer of loss, damage, or theft. It gathers key details of the vehicle, the extent of the damage, injuries, third parties, witnesses, emergency services involvement, and police report numbers.
Configure State and Country or Territory Picklists For Initiate Vehicle First Notice of Loss: Standard or custom address fields use picklists for the State and Country address fields. Before you enable standard or custom address fields, configure the State and Country or Territory picklists. Configuring picklists ensures continuity and data integrity with existing state, country, and territory data and customizations.
Create an Initiate Vehicle First Notice of Loss Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Initiate Vehicle First Notice of Loss Omniscript. If you already have an action launcher deployment, add the Initiate Vehicle First Notice of Loss Omniscript to it.
Create a Context Definition to Define the Context for Service Process Product Eligibility: Define the context structure or scenario in which you want to determine the service process product eligibility. The context definition has the complete set of information to build and run the qualification rules procedure to evaluate the eligibility of a service process product.
Save Assessment Questions to an Omniscript Form: Create forms to collect information from customers, applicants, constituents, and other respondents. Discovery Framework uses Omnistudio, which provides a declarative way to create complex forms that use branching, rendering, and forking logic.
Create a Qualification Rules Procedure for Service Processes: A qualification rules procedure uses an expression set and a context definition to evaluate the qualification of a service process product. In the expression set version, use the decision table created for determining the service process product eligibility and the context definition’s tags as list variables in the expression’s steps.
Create a Record Type for Service Processes: To distinguish service process products from other types of products in Product Catalog Management, create a Product2 record type for service processes.
Create and Configure Contextual Actions for Events and Milestones: Agents can quickly create a record and associate it with an event or milestone without leaving the page they’re on. For example, when viewing a car purchase event, the agent can quickly create an opportunity for selling an auto insurance policy. The Opportunity record is automatically associated with the life event. Create relevant actions for events and milestones. Add the actions to the appropriate page layouts so that they appear in the expanded lookup card when an agent hovers over an event or milestone.
Create Users for Financial Services: Create users and assign them the profiles and permissions they need to access Financial Services features.
Create an Advisor Partner Site User Profile: Create a profile for independent advisors by cloning the Partner Community User profile. This cloned profile becomes the baseline that grants independent advisors access to Financial Services Cloud features.
Create Advisor, Banker, and Relationship Manager Profiles: To grant advisors, personal bankers, and relationship managers access to Financial Services features, clone and customize the Standard User profile provided by Salesforce.
Create Flow Orchestrators Used to Send Dispute-Related Emails: The Send Dispute Acknowledgement Email and Send Dispute Item Closure Email record-triggered flow orchestrations create work items for dispute case owners when a dispute request is submitted and when a dispute item’s status is updated to Settled. Within these records, dispute case owners can open the email composer and draft emails to customers by using the prebuilt email templates and Einstein Generative AI.
Create and Activate Service Process Definitions: Create service process definitions in Service Process Studio for the service processes that you want to configure eligibility rules for. After you create the definitions, the service processes are listed as products in Product Catalog Management so that you can define the eligibility rules to determine how and for whom the service processes are visible.
Create and Assign a Permission Set: Create and assign a permission set for portal users to grant the license and permissions they need to schedule and manage appointments in the Financial Services Client Portal.
Create Catalog Categories for Service Processes: Group the service process products in your service catalog. Create catalog categories for service process products based on the line of business that they’re relevant for.
Create Categories for a Revenue Source Metric: By creating categories for a revenue metric, you can measure and track the performance of the metric. When creating categories, you can select the fields that store opportunity-related stage information.
Create Permission Sets for Compliant Data Sharing: Create a permission set for users who configure Financial Services Cloud and Compliant Data Sharing and another permission set for Compliant Data Sharing users.
Create Event or Milestone Types: If the provided event types or milestone types don’t address your business needs, you can create additional types. You can use the sort options to sort a client's events and business milestones to better match business strategies to client goals by using their full history.
Create Interest Tags: Create interest tags and relate them to tag categories. Each interest tag can be assigned to up to three tag categories.
Create an Interest Tags Dictionary: Before you create any interest tags or tag categories, work with your team to create a shared dictionary so that everyone has a well-organized, comprehensive set of interest tags to use. Brainstorm a list of interest tags, organize them into tag categories, and then create a hierarchy of up to three levels of tag categories.
Create Qualification Rules for Service Processes: Control the visibility of service processes to your customers and users by creating qualification rules. To create a qualification rule, enter values for the input criteria that the service process product must meet to be qualified. Customers and users can see service process products when the service process products meet the qualification criteria.
Customize the Relationship Group List Component’s Group Detail (Managed Package): Create or edit the WM_Client_Relationship_Groups field set to customize the top table of the Relationship Group List - Financial Services Cloud component. The component is displayed on a person account or individual profile’s Relationships tab.
Create Tag Categories: Create up to three levels of tag categories in a hierarchy to organize tag categories and interest tags.
Cross-Object Field History: Identify updates across multiple objects with complex data models. For example, you can see updates for the features Know Your Customer or Business Relationship Plan. Audit record changes across multiple related objects and discovery changes made by different users in a single view.
Customize the Relationship Group List Component’s Account Details (Managed Package): Create or edit the WM_Client_Relationship_Group_Members Account field set to customize the second subsection of the expanded view of the Relationship Group List - Financial Services Cloud component. The component is displayed on a person account or individual profile’s Relationships tab.
Customize the Relationship Group List Component’s Contact Details (Managed Package): Create or edit the WM_Client_Relationship_Group_Members Contact field set to customize the first subsection of the expanded view of the Relationship Group List - Financial Services Cloud component. The component is displayed on a person account or individual profile’s Relationships ta Pub /templateb.
Assign Permissions to View Flexcards: Give users access to Omnistudio so that they can create and run Omniscripts, Data Mapper, Flexcards, and Integration Procedures when viewing and interacting with Flexcards.
Assign Data 360 Permissions for Agentforce Financial Services: For access to the Agentforce Financial Services DMO Mappings, Data Streams, and Calculated Insights in Data Cloud, assign Data Cloud for Financial Services Cloud Admin User or Data Cloud for Financial Services Cloud User.
Calculate Customer Insights by Using Data 360: Use a calculated insight to define and calculate multidimensional metrics on your entire digital state in Data 360. You can create metrics at the profile, segment, and population levels.
View Calculated Insight Data in Data 360 (Managed Package): In Data Explorer, view the data from your data lake objects (DLOs), data models objects (DMOs), and calculated insight objects (CIOs). Customize your view by editing the columns and use filters to show only the most relevant data for the selected object.
View Calculated Insight Data in Data 360: In Data Explorer, view the data from your data lake objects (DLOs), data models objects (DMOs), and calculated insight objects (CIOs). Customize your view by editing the columns and use filters to show only the most relevant data for the selected object.
Create Data Transforms for the Data Lake Objects (Managed Package): A streaming data transform reads one record in a source data lake object, reshapes the record data, and writes one or more records to a target data lake object. The source and target objects must be different objects. A streaming data transform runs continuously as a streaming process, picking up new or changed data.
Create Data Transforms for the Data Lake Objects: A streaming data transform reads one record in a source data lake object, reshapes the record data, and writes one or more records to a target data lake object. The source and target objects must be different objects. A streaming data transform runs continuously as a streaming process, picking up new or changed data.
Customize Lightning Pages to View Client Transactions: Stay on top of your client’s transaction trends by adding the FSCDataCloudCashFlowByCategory and FSCDataCloudShowIncomeExpenses Flexcards to the person and household account record pages.
Edit Data Lake Objects (Managed Package): Edit data lake objects (DLOs) that store transformed data and then map them to data model objects (DMOs). A data lake object is a container for the data brought into Data 360.
Data 360 for Financial Services Cloud Flexcards and Related Components: The Data 360 for Agentforce Financial Services Omnistudio components display calculated insights data in Salesforce. They let users view client transaction data in pre-configured Flexcards. These components consist of Flexcards and Integration Procedures.
Data 360 for Financial Services Cloud: Data 360 for Agentforce Financial Services connects and integrates client data to give financial institutions a unified view of their client. It provides you with a number of capabilities to unify and activate data across channels, such as interaction, behavioral, and transactional data.
View Client Cash Flow by Category: The FSCDataCloudCashFlowByCategory Flexcard shows the client or household income and expenses for the previous month grouped by category. The Flexcard categorizes and shows a client’s sources of income and expenses to identify where your client’s money is coming from and going to. In the time frame picklist, select one month from the past 12 months to view cash flow data. A pie chart and list show a breakdown of your client’s top five outgoing or incoming transaction categories for the previous calendar month, with the remaining categories grouped as Other.
View Visualized Insights in Salesforce: View calculated insights data in Salesforce using Flexcards. View client transaction data in pre-configured Flexcards that contain clickable actions that change according to the context in which they appear and based on the information that they contain. To display data on the Flexcards, Salesforce and Data 360 must be on the same org.
View Client Income and Expenses for a Specific Financial Account or Member: The FSCDataCloudShowIncomeExpenses Flexcard shows a client or household cash flow trends over a selected time frame. The Flexcard focuses on incoming and outgoing transactions to highlight periods of cash flow surplus and deficit. Select a time frame to show an aggregated cash flow across all of the client’s financial accounts over the last 3, 6, or 12 months. View financial data for a specific financial account or member. Review the metrics that show your client’s total income, total expenses, total surplus, average monthly income, average monthly expenses, and average monthly surplus. A double bar or line graph shows a month-by-month breakdown of your client’s total income and expenses. Hover over a bar to view client financial income, surplus, and deficit data.
Upload Data for Individuals Using Data Loader: Start by uploading data about individuals using Data Loader. First upload Account data, then, if your org uses the individual model, Contact data. You can then add identification documents, employment, and education details that you hold for individuals.
Work with Data in Agentforce Financial Services: Integrating data from custodians, banking systems, financial planning, portfolio management, asset aggregation, and all the other platforms that support your front- to back-office is a major implementation task. If you use Data Loader to bulk import data, we recommend a sequence for exporting and importing the initial objects.
Data Models for Financial Services Cloud: Learn how we’ve adapted the Salesforce data model to create a foundation for industries that require a structured, flexible B2C data model. New custom fields on the Account and Contact standard objects let us model clients. New custom objects let us model client financials, relationship groups, and more.
Financial Services Cloud Data Models: Learn about the objects and relationships within the Agentforce Financial Services data model that represent a person along with their relationships and financial activities.
How Are Financial Accounts Modeled?: You can either use standard objects or managed package objects to represent financial accounts and the parties involved with their financial accounts.
What Is a Group in Financial Services Cloud?: A group gives insight into a customer’s financial circles, such as a household with its family members and professional connections. A group provides an overall view of its members by rolling up their information. You can extend a group with custom fields and more.
The Individual Model: The individual model uses a combination of the standard Account and Contact objects, coupled in a unified object view of a person. The standard objects have been extended with custom fields, record types, and more.
Person Accounts: Person accounts store information about a person by combining certain account and contact fields into a single object experience. To end users, a person account record appears and functions as a single record.
How Is a Person Modeled in Financial Services Cloud?: Agentforce Financial Services represents a person in one of two ways: person accounts or the individual model. Person accounts provide better support for B2C activities for most organizations and are enabled in FSC trial orgs and new installations. Salesforce supports the individual model for FSC orgs with existing individual model implementations only.
What Is a Relationship in Financial Services Cloud?: In addition to recording complex, multi-party relationships using groups, Financial Services Cloud also models one-to-one relationships between people and businesses. These relationships help you understand spheres of influence and spans of control.
Determine Transaction Enrichment Providers by Using Business Rules: Automate the selection of transaction enrichment providers by using business rules. Configure a decision matrix to define the transactions eligible for enrichment and an expression set to determine the correct provider.
Set Up Document Checklist Items for Loan Origination: Streamline the document approval process by verifying the documents in the Document Checklist Items against data from Applicant, Application Form, and Party Profile and their related records.
Automate Validation with Flow Builder: Use an autolaunched flow to trigger the document extraction and comparison process when a user uploads a file. The flow sends the document to the AI engine, which evaluates the content against your validation definitions.
Turn On AI-Powered Document Validation: Activate the generative AI engine that compares extracted document data against your Salesforce records. This step requires specific permissions and a connection to Einstein generative AI.
Eligibility Rules for Service Processes: Integrate Service Process Studio with Product Catalog Management to enable controlled access for service processes. Configure customer eligibility rules and user access control for service processes so that your users and customers see only the relevant service processes in the Action Launcher.
Email Prompt Templates to Generate Responses with Einstein Generative AI: The Transaction Dispute Request Acknowledgment Email and Transaction Dispute Request Closure Email prompt templates give you a headstart when you dispute-related communications. You can infuse relevant context and the data the prompt templates need from various dispute-related records and a prompt flow.
Enable Advisor Partner Community Permissions: Enable required permissions and field-level security settings for the Advisor Partner Community User profile so independent advisors can access Agentforce Financial Services features.
Enable Auto Complaint Summarization AI: Give users access to the prompt template and prompt flow for Auto Complaint Summarization. Users can use the AI capabilities to generate a complaint summary.
Set Up and Manage Commercial Banking: Bankers get greater visibility into customer relationships in commercial lending, treasury management, trade finance, and more with the Commercial Banking Console app. Plus, a Business Referrals record type makes it easy for relationship managers and lending assistants to make business-to-business referrals.
Configure Dispute Intake without Transaction Enrichment: Transaction Enrichment is an optional feature in Transaction Dispute Management. If you don’t want to enrich the financial transactions with merchant information, deactivate the enrichment-related components in the dispute intake OmniScript.
Enable Field-Level Security for Complaint Summary: Field-level security determines the access level for each field in an object. Use the Object Manager to enable the Field-Level Security for Complaint Summary field on the Public Complaint object.
Enable Financial Account Management Standard Objects: To use the Financial Account and related standard objects to model financial accounts and related information, enable the Financial Account Management Standard Objects setting.
Enable Group Record Rollups (Managed Package): When you enable record rollups at the group level, all corresponding records are stamped with the Primary Group in the Household__c lookup field. As a result, the rolled up records are displayed at the group level on the corresponding components or related lists.
Enable Merchant Alerts for Mastercard Transaction Disputes: Transaction Dispute Management integrates with Ethoca Merchant Alerts™ to notify merchants about disputed transactions through alerts. With this integration, you can communicate with the merchants involved in disputed transactions and reduce the likelihood of chargebacks. The alert statuses and outcomes are stored in Salesforce. Your dispute processing team can use the alert status and outcome to monitor the dispute resolution workflow and facilitate faster dispute resolutions.
Set Up and Manage Mortgage: Mortgage for Agentforce Financial Services includes a new data model for mortgage applications, new standard flow templates, and new flow screen components.
Enable the RBL Using Data Processing Engine Framework (Managed Package): To enable the new Rollup-by-Lookup (RBL) framework in your Salesforce org, enable the RBL Using Data Processing Engine setting. After you enable the new RBL framework, you can’t create, update, or delete any RBL rules in the old framework.
Set Up and Manage Retail Banking (Managed Package): Get a 360-degree view of customers with Retail Banking, a Agentforce Financial Services Lightning app. Bankers can also easily manage high-volume transactions on one screen with the Retail Banking Console. The information bankers need is supported with new objects, fields, and record types for loans, deposits, and more.
Enable Transaction Dispute AI to Access Email Prompt Templates: Give users access to AI-powered service features, such as prompt templates. Dispute case owners use the Financial Services email prompt templates to create and send customized emails for transaction dispute requests.
Enable User Access to User External Credentials Object for Transaction Dispute Management: To authenticate users with external systems, such as Mastercom®, enable access to the User External Credentials object. Users need this access to store the encrypted tokens required to perform callouts, such as retrieving transaction data or submitting chargebacks.
Set Up and Manage Wealth Management: Give your financial advisors a holistic view of customers with Wealth Management, a Agentforce Financial Services Lightning app. Empower your advisors to deliver the personalized, proactive service that clients expect. Accelerate user productivity with technology that helps them engage with clients like never before, and build deeper, lasting, more profitable relationships.
Choose the Event or Milestone Details to Show on Hover: When you hover over an event or business milestone, an expanded lookup card displays the key fields from the event or milestone record. You can customize the associated compact layout and choose the fields that you want to show in the expanded lookup card.
Events and Milestones Editions and Permissions: Review the supported editions and permissions for Events and Milestones. Then learn about how your product handles permissions and how to assign them.
Example: Configure Eligibility Rules and User Access Control for Service Processes: List service processes as service process products and how to configure eligibility rules for these service process products. Your customers and users see only the service process products that they’re qualified for in the Action Launcher on a record details page of a Person Account. You can verify if the eligibility rules work as expected.
Record Association Execution Error Event: The record association builder automatically creates records when an active association criteria is met. If the record creation fails, a Record Association Execution Error Event record is created with details about the failure.
Expire Obsolete Events or Milestones: Expire the events or milestones that are no longer valid. For example, expire a car purchase event after the client has sold the car.
Enable the Expressed Interests Component (Managed Package): If you haven’t made modifications to the unmanaged extension package, uninstall and reinstall it. No additional setup steps are required to enable the Expressed Interests component. If you have made modifications to unmanaged extension package, follow these setup steps.
Set Up Access to Agentforce Financial Services Standard Objects for Integration Users: Move data from external systems directly into Financial Account and related Agentforce Financial Services objects via API without assigning additional Agentforce Financial Services licenses to your integration user. Update the integration user's permission set license to grant the required object permissions.
Discover and Set Up Agentforce Financial Services Features With Salesforce Go: Explore, set up and configure, and monitor usage of Agentforce Financial Services features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration - all without leaving the setup page. Discover more Agentforce Financial Services features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Fee Reversal Service Process: The Fee Reversal service process allows your customers to request a reversal of fees charged to their accounts.
Feedback Management: Understand customer feedback as it evolves and engage customers with relevant, personalized surveys. Configure the Survey component in the Experience Cloud portal and link surveys to it to collect data from your customers.
Financial Account Management Standard Objects: Use Financial Account and related objects without installing the Agentforce Financial Services managed package. Gain greater control and flexibility over your data models, enabling seamless integration by using the Financial Account and related standard objects.
Financial Goals FlexCards: The Financial Goals FlexCards display all the financial goals for a person account or household and let users create, edit, and delete these goals and their members.
Financial Goals OmniScripts: The Financial Goals OmniScripts implement the Add Goal button on the FinancialGoals FlexCard, the edit and delete items on the Goal FlexCard instances, and the Edit button on the GoalMembers FlexCard.
Financial Goals OmniScripts and Related Components: The Financial Goals OmniScripts depend on child OmniScripts, embedded FlexCards, Integration Procedures, and Omnistudio Data Mappers to perform their functions.
Assign OmniStudio Permissions: Financial plans and goals use OmniStudio to create a customized experience for creating, editing, and deleting financial goals. Give users access to OmniStudio so that they can create and run OmniScripts, Data Mappers, FlexCards, and Integration Procedures.
Financial Plans and Goals: Help your clients plan for and reach their short and long-term financial objectives using the Financial Goals and Financial Plans objects. These objects are available with your Agentforce Financial Services license. Financial plans and goals use OmniStudio for added customization.
View Financial Goals and Goal Members: View your client’s financial goals on the FinancialGoals FlexCard and view goal members goals on the GoalMembers FlexCard.
Financial Plans FlexCards: The Financial Plans FlexCards display financial plans for a person account or household.
Customize the Financial Plan FlexCard Open Planning Tool Button: To give your users quick access to your financial planning tool from the FSCFinancialPlanDetails FlexCard, update the Open Planning Tool button URL in OmniStudio. Add the cloned FlexCard to the person account and household record pages.
Aggregate Household Records on the Financial Plans Details Flexcard: To see household details during financial planning meetings, create a household API definition that retrieves household details and related records for a client. Then, add it to the Financial Plans Details Flexcard.
Set Up Financial Plans and Goals: Assign permission sets, object permissions, and customize lightning pages with financial plans and goals FlexCards.
Work with Financial Plans and Goals: Help your clients reach their short and long-term financial goals using financial plans and goals objects. FlexCards give your users quick access to their client’s plans and goals. View goal priority, status, and members to help your clients focus on goals most important to them.
Financial Summary Rollup: The Financial Summary Rollup feature is available in your org without installing the Agentforce Financial Services managed package, which helps you aggregate financial information from Agentforce Financial Services standard objects using predefined Data Processing Engine definitions.
Financial Summary Rollup Basics: Get to know the essentials about the Financial Summary Rollup feature. The Account Financial Summary object and predefined Data Processing Engine definitions are the key elements of Financial Summary Rollup. This feature is available in your org without installing the Financial Services Cloud managed package.
Considerations for Using Financial Summary Rollup: While setting up Financial Summary Rollup, keep in mind these considerations for cloning, customizing, and running predefined Data Processing Engine definitions.
Enable Financial Summary Rollup: To clone, customize, and run predefined Data Processing Engine definitions of the Financial Summary Rollup process type, and to update and view the summary rollup results, enable the Financial Summary Rollup feature in Setup.
Enable Data Pipelines for Financial Summary Rollup: To clone, customize, and run predefined Data Processing Engine definitions of the Financial Summary Rollup process type, turn on Data Pipelines in Setup.
Enable Financial Services Cloud Standard Objects: To aggregate financial information from Financial Account and related standard objects, enable the Financial Account Management Standard Objects setting.
Set Up Financial Summary Rollup: Begin by assigning users the necessary permission sets and object permissions. Enable Financial Summary Rollup. Next, clone and customize Data Processing Engine definitions based on business requirements. You can create a schedule-triggered flow to run the definitions periodically. Don't forget to customize Lightning pages to show the financial summary rollup results.
Periodically Run Data Processing Engine Definitions to Aggregate Financial Information: To make sure that all recent record updates to Financial Services Cloud standard objects are accounted for, create schedule-triggered flows so that Data Processing Engine definitions are periodically run and you can view the latest updated summary rollup results.
View Summary Rollup Results: View summary rollup results on a record details page in a clear and organized format.
Flows to Compose and Send Dispute-Related Emails: When a dispute record is created or a dispute item record is updated, the record-triggered flows associated with the records aren’t in the active state. For your dispute case owners to compose and send emails, you must activate the flows. The flows provided to compose and send dispute-related emails to customers are in the disputemanagement namespace.
Financial Services Initial Setup in Salesforce Go: Financial Services Initial Setup is a guided setup page in Salesforce Go that simplifies setup for Agentforce for Financial Services. It guides you through the implementation journey, so you're not left to navigate the many Agentforce Financial Services features on your own.
FSC Portal Experience Cloud Site Setup Checklist: The Financial Services Client Portal Experience Builder template is anchored by a home page that provides flow components. The prebuilt components wrap each flow and allow customers to launch the flow. Use this checklist as a guide to perform Experience Cloud site setup tasks, to brand the home page and flows, and to update component properties.
Experience Builder Components Provided in Agentforce Financial Services: Work with Experience Builder to configure the existing components and optionally add components to pages. The prebuilt components wrap flows that customers use to start or modify a loan application, upload supporting documents, browse FAQs and other Salesforce knowledge features, or request help.
Create a Self-Service Financial Services Client Portal: Work with a Financial Services Client Portal Experience Builder template to create a self-guided loan application and financial account experience for your customers. Perform initial setup and branding, configure components, and then deploy a working portal to your sandbox in about 30 minutes.
Enable Salesforce Knowledge in Financial Services Client Portal: Enable Salesforce Knowledge to quickly get articles to your customers and agents in your Experience Cloud portal. Knowledge articles provide accurate information to customers when and where they need it.
Knowledge Management: Give your portal users access to browse knowledge articles to understand complex financial products and services. Configure the Financial Services Client Portal with AI-powered components to summarize long articles, surface top inquiries, and answer context-specific questions without needing to contact support.
Loan Officer Information: The Loan Officer Information component displays useful contact information to customers. Optionally configure the contact information or add the tile to other Experience Builder pages.
Mortgage Flow Launcher: The Mortgage Flow Launcher is preconfigured as a self-guided help request flow. Optionally configure it to add useful flows to Experience Builder pages.
Open Loan Application: The Open Loan Application component summarizes each non-closed application in a tile on the borrower's Profile page. Configure this component to display the Start New Application flow when the borrower has no applications in process.
Set Up Context-Aware Quick Chat for Financial Services Client Portal: Configure the Context-Aware Quick Chat component on your Financial Services Client portal to help your portal users understand complex financial information as they read. Your portal users can highlight text within knowledge articles to ask the agent for clarification, receiving faster answers without leaving the page.
Configure Summary and Dynamic Q&A for Knowledge Articles: Set up the Knowledge Article Summary component to show AI-generated summaries of financial knowledge articles and configure the Dynamic Q&A component for your users to view and interact with frequently asked questions about the articles on the Financial Services Client Portal.
Section Summary View: The Section Summary View component displays borrower loan information on the Summary tab of the Residential Loan Application page. The information is displayed in expandable sections that correspond to the United Residential Loan Application. Configure which sections to display and customer permissions to view, and edit loan information.
Agentforce Financial Services Availability and Limitations: Agentforce Financial Services works differently from other Salesforce features. Learn about the issues to expect as you implement the app and as your users start to work in it.
AI Wealth Client Summaries: Generate client summaries that include key financial information for your client, including financial plans, goals, accounts, holdings, and open cases. The summary derives the information from the financial accounts, financial plans, financial goals, financial holdings, and case records. To view the summary, drag the Einstein Summary component to the page and configure the attributes.
Enable Einstein for Wealth Management: To use the Einstein generative Artificial Intelligence (AI) features to generate a summary from records, turn on Einstein for Wealth Management in Setup.
Generate a Summary: Generate a financial summary for the account record that includes key financial details, such as plans, goals, accounts, holdings, and open cases.
Grant Portal Users Required User and Object Permissions: Grant your portal users the needed user and object permissions to create service requests, schedule appointments, submit surveys, browse knowledge articles, and submit loan applications in the Financial Services Client Portal.
The GroupAssignmentBatchable Job (Managed Package): Run the GroupAssignmentBatchable job to perform group record rollups in batches. If you defined rollup settings for objects (using the Record Rollup Configuration custom setting), you can use the RecordRollupConfig method to run the GroupAssignmentBatchable job. The RecordRollupConfig method lets you perform group record rollups for one or more objects at a time.
How Agentforce Financial Services Models Groups and Relationships: In Agentforce Financial Services, use party relationship groups to organize members under a single household and to connect related households or associated business accounts, such as the member’s lawyer, financial advisor, or health insurance provider.
Groups and Households: Create and define groups such as households, connect individuals and organizations, and track their relationships without installing the Agentforce Financial Services managed package. Guided flows manage groups, members, and relationships.
Groups and Households Data Model: Group Membership gives you the flexibility to organize relationships between people and organizations in meaningful ways. Create households or other groups and track relationships between individuals by using standard objects that are made for this purpose.
Considerations for Using Standard Groups and Households Feature and Objects: Keep these considerations in mind if you’re currently using Groups and Households feature and related objects from the Agentforce Financial Services managed package, and plan to use the standard Groups and Households feature and related objects, which is available to you without installing the managed package. Plan ahead to make the transition easier for your user teams, partners, and clients.
Groups and Households in Agentforce Financial Services: Groups offer you the flexibility to organize your customers, providing insights into their financial circles, household structures, and professional connections. A group can also help you to categorize customers in other contexts. For example, categorize customers based on services provided, top customers, home buyers, and more.
Hide Sensitive Event Types and Milestone Types: Hide life event types or milestone types that can cause customer resentment if the customer hasn’t yet achieved or isn’t likely to ever achieve an event or milestone of that type. When you hide an event or milestone type, it doesn’t appear on the component until you add an event or milestone of that type.
The HouseholdAssignmentBatchable Job (Managed Package): If you enabled the Record Rollup Optimization setting, use the HouseholdAssignmentBatchable batch job instead of the GroupAssignmentBatchable job to roll up records in batches.
Household Solution in Salesforce Go: Explore features for nurturing financial relationships with Household Solution. This solution deploys preconfigured features and sample data so you can get hands-on experience with minimal manual setup.
Features, Predefined Components, and Sample Data of Household Solution: Household Solution is a comprehensive toolkit designed to accelerate your feature deployment. It combines standard Financial Services features with prebuilt configurations and sample data to get your solution up and running in minutes.
Get Started with Household Solution: Before you start using Household Solution, review the prerequisites, product navigation, and considerations.
Caller Identity Verification: Verify the identity of a caller before you share any sensitive information with them. Organizations across the world are required to comply with regulations that help to ascertain the customer’s identity and provide protection from losses and fraud. Failure to follow these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access.
Set Up and Manage Digital Lending—India: Digital Lending—India provides banks and financial institutions with a comprehensive platform for consumer lending. Streamline the application intake, underwriter review, and pre-disbursement processes for loan types, such as home, auto, and personal loans.
Expression Set Templates for Digital lending—India: To automate certain decision-making processes in the loan origination lifecycle, Digital Lending—India provides prebuilt expression set templates. Build expression sets from these templates and add the needed decision matrix and map its input and output variables in the expression set.
Prepare Integration Procedures and Data Mappers for Loan-Related Integrations: Create a version of the prebuilt integration procedures that are used as input processors and output processors in integration definitions. Clone the Omnistudio Data Mappers that are associated with these integration procedures. Configure the cloned Data Mappers to meet the specific API requirements of the external service that you’re integrating with, and then reference the configured Data Mappers in the new version of the integration procedures.
Add an Approval Step to the Approval Process: Add an approval step to determine the records that can advance to that step and the approver, and to determine whether an approver’s delegate can respond to the requests.
Add Field Updates to the Approval Process: Field updates change the selected field after the approval process is complete. You can add field updates for final approval actions and final rejection actions.
Add Picklist Values for Loan Origination: Configure the required picklist values so that your users can collect and store the related data of loan application accurately.
Update Record Page Layouts for Digital Lending—India: Add related lists and fields to the record page layouts of Application Form, Applicant, Party Profile, and Application Form Product so that your relationship managers, underwriters, and loan officers have the information that they need at their fingertips.
Set Up Integrations for Loan Origination Services: Set up and configure integration definitions to connect with the APIs of your preferred external service providers. Each integration definition contains details of how to call an external endpoint for a specific loan origination service.
Create Routing Rules for a Queue: Set up rules to direct application form records in a queue to underwriters based on their skill level and the type of loan that’s being applied for. This way, you can make sure that the most qualified underwriter must have evaluated each application .
Stage Management Plan for Digital Lending—India: Use Stage Management to streamline the stage transition process for objects used in the loan origination business workflow. There are multiple objects, such as Applicant, Application Form, and Party Profile involved in a loan origination workflow. With Stage Management, create stage definitions, the criteria for the business process to move from one stage to another, and the steps to be performed when the business process moves to a particular stage.
Consent and Disclosures for Digital Lending—India: Make sure that a loan applicant’s data is transparently collected, processed, and used in compliance with data protection regulations. Define the purpose of data use and obtain explicit consent through authorization forms and authorization form texts.
Create Authorization Form Text Records for Loan Products: Standardize the language used in authorization forms by using authorization form text. Make sure to state disclosures clearly so that applicants can easily understand and agree to the loan terms.
Create Data Use Purposes for Loan Products: Define the purpose for collecting an applicant’s data in a loan application. Create data use purpose records to make sure that the applicant’s data is used transparently throughout the loan origination process.
Decision Matrices for Digital Lending—India: To automate certain decision-making processes in the loan origination lifecycle, set up decision matrices and reference them from an expression set.
Create a Stage Management Configuration for Applicant Stages: Use integration definitions, prebuilt flows, Omniscripts, and Stage Management to set up an efficient process to manage the stages of an applicant record in a loan origination workflow.
Determine the Relevant Authorization Form Text to Show in a Loan Application: Set up a decision matrix and then update an Omniscript to automate the process of retrieving and showing relevant authorization form language in a loan application based on the Application Form Product selected by the loan applicant.
Digital Lending–India Essentials: Digital Lending—India provides banks and financial institutions with a comprehensive platform for consumer lending. It’s an end-to-end loan origination solution that helps streamline the application intake, underwriter review, and pre-disbursement processes for loan types, such as home, auto, and personal loans.
Document Management for Digital Lending—India: Manage the loan-related documents of your loan applicants by setting up a structured and compliant document management system. This system includes document checklist items, document types, document categories, and document category document types.
Enable Digital Lending—India: Grant your users access to the essential resources required throughout the loan origination process. These resources include the data model and prebuilt templates tailored for Digital Lending—India.
Example: Stage Management Plan for Applicant: Define the stages for the Applicant object. Use Stage Management to configure when and how you want an applicant record to move from one stage to another. Define the steps to be performed when an applicant record moves to a particular stage.
Example: Stage Management Plan for Application Form: Define the stages for the Application Form object. Use Stage Management to configure when and how you want an application form record to move from one stage to another. Define the steps to be performed when an application form record moves to a particular stage.
Example: Stage Management Plan for Party Profile: Define the stages for the Party Profile object. Use Stage Management to configure when and how you want a party profile record to move from one stage to another. Define the steps to be performed when a party profile record moves to a particular stage.
Flexipages and Page Layouts for Digital Lending—India: In the Digital Lending—India sample application, you can set up flexi pages and customize page layouts for Application Form, Assessment, Application Form Product, Applicant, and Party Profile records based on your business needs. Tailor these pages for different user roles, such as relationship managers, agents, and underwriters. Customize page layouts that adapt based on the changes in the loan application stage and the corresponding changes in ownership. Make sure that each persona sees the most relevant information and tools that they need at each stage of the loan process.
Flows to Automate Workflows in Digital Lending—India: When you enable Digital Lending—India, you get access to certain prebuilt flows that you can configure to automate the workflows in a loan origination process. Activate the record-triggered flows before you use them.
Pre-Loan Origination Data: Before your users can start with the loan origination process, it’s essential to set up specific data that’s required during the loan origination lifecycle. The data includes the loan products offered, data use purposes, authorization form text, product fees, terms, and deviations.
Set Organization-Wide Currency for Digital Lending—India: Set the default locale and currency locale for your organization. Multi-currency organizations don’t have a default currency. Instead, change your corporate currency or your personal currency.
Set Up an Integration for Aadhaar KYC Optical Character Recognition (OCR): To verify if a structurally valid Aadhaar card was uploaded, set up an integration.This integration procedure invokes the DigitalLendingIndiaAadhaarKycOcrPlusIntegDef integration definition from the DigitalLendingIndiaMaskedAadhaarOCR Omniscript. It is triggered when a user clicks Mask aadhaar in the Omniscript.
Set Up an Integration for Cheque Optical Chracte Recognition (OCR): To extract the bank account and owner details from the copy of the post dated cheque uploaded during pre-disbursement operations process, set up an integration. This integration definition is automatically invoked when the Application Form moves from the Operations stage to the Book to Core stage.
Set Up an Integration for Employee Search: To confirm an employee's employment with the employer in the last three months by searching for the employee by name and checking the EPF details, set up an integration. This integration definition is automatically invoked during the In-Review stage of the Applicant by using Stage Management.
Set Up an Integration for Form 16 Authentication: To authenticate the Form-16 document issued by the employer for tax deduction, set up an integration. This integration definition is automatically invoked when Appllicant moves from the Evaluation stage to the Document Validation stage.
Set Up an Integration to Fetch PAN Profile Details: To get the profile details of an applicant from their PAN, set up an integration. This integration definition is automatically invoked when the Party Profile moves from the Initiated to Identity Verification stage through Stage Management.
Set Up an Integration to Send for ESign: To generate a unique link to e-sign the uploaded document and send the link to the applicant by email or SMS, set up an integration. This integration definition is automatically invoked when the Application Form moves from the Operations stage to the Book to Core stage
Set Up an Integration to Send for EStamp: To generate a unique link to e-stamp the uploaded document and send the link to the applicant by email or SMS, set up the DigitalLendingIndiaESignSessionIntegDef integration. This integration definition is automatically invoked when the Application Form moves from the Operations stage to the Book to Core stage.
Set Up Deviations for Loan Products: Create the deviations applicable for loan products so that your underwriters can review and offer tailored loan products that better match an applicant’s profile.
Set Up Document Categories for Loan Origination: Group the loan-related documents into logical categories to make it easier for your users to manage and retrieve related documents quickly.
Set Up Document Type Document Category for Loan Origination: Establish the relationship between loan-related document types and document categories by linking specific document types with their respective document categories. For example, associate the Aadhaar Card and Driving License document types with the Proof of Address and Proof of Identity document categories. Or associate the Bank Statement and Salary Slip document types with the Proof of Income document category.
Set Up Document Types for Loan Origination: Define the specific types of documents needed from your loan applicants so that you can ensure consistency across loan applications.
Set Up an Integration for Digilocker: Configure the integration to connect with Digilocker, allowing applicants to fetch and upload their official documents directly into the loan application. This integration provides a secure and streamlined way for users to submit required documentation like Aadhaar and PAN cards.
Set Up an Integration for Driver's License (DL) Authentication: Configure the integration to initiate a Driver's License (DL) authentication process. This integration retrieves the DL number from the applicant's Party Profile (Primary Identifier field) and passes it to an external API to verify its validity. This integration can be configured on Stage Management on PartyProfile on the required stage transition, e.g., on Initiated stage.
Set Up an Integration to Initiate the Video Personal Discussion (Video PD) Process: Set up integrations to conduct a detailed personal discussion with your loan applicants through a video interaction. Use this process to assess the applicant’s intent, creditworthiness, and to clarify any details regarding the loan application.
Set Up an Integration for KYC OCR for Driving License (DL): Set up an integration to perform Optical Character Recognition (OCR) on an uploaded Driving License. This process checks if the entered details match the document, then extracts and stores the information in the party profile.
Set Up an Integration for KYC OCR for Voter ID: Set up an integration to perform Optical Character Recognition (OCR) on an uploaded Voter ID document. This process validates the ID number against user input and extracts the details from the document into the respective fields of the party profile.
Set Up an Integration for Mandate Registration: Set up integration definitions to register a mandate. The applicant can then set up streamlined loan repayment methods. You can also set up definitions to check the registration status after the initiation of the mandate registration. Integration definitions create the mandate and send a link to authorize the mandate registration. These definitions can be invoked when the application form moves from Operations to Book to Core stage. The link for mandate authorization is sent to the primary applicant’s phone number or email address.
Set Up an Integration for Selfie Liveness Check: To verify the applicant’s identity by sending a selfie liveness check link to the applicant and get the status of the liveness check after the initiation, create integration definitions.
Set Up an Integration UPI Debit Request: To initiate a UPI debit request for an origination fee or a processing fee from the applicant’s account, create an integration definition. Initiate this request when the mandate is registered through the applicant’s UPI. To get the status of the UPI debit request after the initiation, create another integration definition. The integration definition for creating a UPI debit request is automatically invoked when the Application Form moves from Operations to Book to Core stage.
Set Up an Integration for Voter ID Authentication: Configure the integration to initiate a Voter ID authentication process. This integration retrieves the Voter ID number from the applicant's Party Profile (Primary Identifier field) and passes it as an input to an external API to verify its validity. This integration can be configured on Stage Management on PartyProfile on the required stage transition, e.g., on Initiated stage.
Set Up Integrations for eNACH Fee Payments: To manage eNACH fee payments, you need to set up two related integrations. The first integration automatically initiates a debit request for an origination fee or a processing fee and can be integrated at any point in the loan journey. For example, it can be configured to run when the loan application moves to the final stage (from Operations to Book to Core stage). The second integration retrieves the status of the debit request to confirm if the payment was successful.
Set Up Loan Products: Create products for the loan types that you offer to your loan applicants. For example, if you offer personal loan and home loan, create a product record for each loan type.
Set Up Product Fees for Loan Products: Add the various charges associated with loan products that an applicant is required to pay during the application approval and servicing processes. For example, create product fee records to include a range of costs, such as processing fees, origination fees, and underwriting fees. A clearly defined product fees setup ensures that applicants understand the costs associated with their loans.
Set Up Terms and Conditions for Loan Products: Create term records to outline the conditions and expectations that the applicant must fulfill during the loan tenure. For example, if you don’t want the applicant to repay the entire loan amount within three years, then create a term record with a lock-in period of three years. Similarly, if you want the applicant to pay 50% of the interest within five years, then create a term record with Repayment 50% of interest within five years.
Advanced Loan Repayment Schedules with Loan Calculator: Calculate the overall financial contribution to a loan by using the enhanced digital lending calculator with diverse repayment options. Relationship managers, brokers, and self-serve applicants can customize values in the loan calculator for Amortization, Step-Up, Step-Down, Bullet, and Balloon repayment structures. They can also calculate additional payments and see the impact on the structures.
Initiate App Creation: After you set up the objects and fields and create at least one active category, you can initiate the request to create a CRM Analytics app for the configuration. You can also preview the app or check the status of the app—all without leaving the guided setup.
Installed Metadata and Sample Data Components: Learn about the metadata components and sample data records installed as part of the Transaction Dispute Management Solution. Use this information to audit, validate, or troubleshoot your installation.
Get Started with Agentforce Financial Services for Insurance: Insurance for Agentforce Financial Services (formerly Financial Services Cloud) lets you effectively manage claims and policies, ensure customer satisfaction, and grow your business. Track product performance based on key metrics for policies, quotes, and commissions. Gain insights into claims performance and financial performance to effectively manage expenses and reserves, and write policies that help boost your revenue. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Standard Insurance Service Processes for Financial Services Cloud: Implementing and executing effective service processes is a key factor for customer satisfaction. Building service processes and configuring integrations with external systems is a time-consuming and complex task.
Streamline Your Customer Onboarding Experience: Give your users access to a prebuilt sample app that streamlines the customer onboarding process. The sample app includes Omniscripts, Flows, Integration Procedures, Omnistudio Data Mappers, and other components that can be deployed to your Salesforce org and customized to meet your unique onboarding needs.
Interest Tags: Add custom Interest Tags to records to capture customer, client, or constituent needs, interests, and prospecting opportunities. Having interests in mind during interactions helps deepen relationships. Organize interest tags into tag categories, which group similar interest tags so that you can easily create reports and dashboards showing common themes and interests across groups of people.
Knowledge Management: Make your knowledge base easier to consume for every customer or a portal user. Configure the Financial Services Client Portal with AI-powered components to provide concise article briefs, list frequently asked questions, and clarify specific terms instantly, helping users resolve issues without needing to contact support.
Get Started with Agentforce Financial Services for Business Client Engagement: Use the Business Client Engagement to ensure a clear and precise data-driven approach to identify the key stakeholders in various ownership structures. Use the new prebuilt actionable relationship center (ARC) graph templates to visualize complex business relationships in a convenient and interactive manner. View how your business client entities are related to each other and to other related accounts by using a B2B Account to Account Relationship graph template and a B2B Applicant to Applicant Relationship graph template.
Get Started with Agentforce Financial Services for Digital Lending: Digital Lending is a unified platform that streamlines the end-to-end lending lifecycle, serving as both the point-of-sale and loan origination system. It supports loan origination for multiple products across various channels, allowing for tailored customer experiences whether self-serve (using an Experience Cloud template) or loan officer assisted. Utilizing Product Catalog Management to display loan products and common industry features, Digital Lending automatically determines loan eligibility through product qualification rules based on the applicant's context, ensuring a quick and easy loan application process.
Get Started with Agentforce Financial Services for Integrated Onboarding: The Discovery Framework feature lets you create and manage assessment questions, surface digital assessments, and collect information for onboarding customers. You can use the Know Your Customer (KYC) data model to validate prospect information and assign a risk rating. By using the Data Consumption Framework, you can also easily set up integrations with third-party providers for assessing risk and for screening.
Get Started with Agentforce Financial Services for Retail Banking: Agentforce Financial Services (formerly Financial Services Cloud) for Retail Banking provides bankers, loan officers, tellers, and operations associates with a 360-degree view of their customers including customer profile, interests, life goals, and events, and financial accounts. Explore a trial org and learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Get Started with Agentforce Financial Services for Service Process Automation: Service Process Automation lets you deploy prebuilt service processes for common service requests with ease. By using Service Process Studio, you can build a process quickly with low code or no code. With Data Consumption Framework, you can make API calls to external banking systems with high-performance integrations. Service Process Automation offers features beyond what Service Cloud already provides.
Get Started with Agentforce Financial Services for Transaction Dispute Management: Capture and submit customer disputes related to financial transactions through a guided, step-by-step intake form configured with Unified Catalog or Service Process Studio. Use pre-built Discovery Framework sample templates to help service representatives gather correct customer dispute details faster for major payment networks, such as Mastercard and ACH. Reduce avoidable dispute investigations by integrating with enrichment providers such as Ethoca Consumer Clarity to show customers or users clear merchant details during intake. Manage the entire chargeback lifecycle by integrating directly with payment networks. Use orchestration tools to automate complex resolution pathways from dispute submission through final resolution.
Get Started with Agentforce Financial Services for Wealth Management: Financial advisors can use the Wealth Management Lightning app for a complete view of their customers and to deliver the personalized, proactive service that their clients expect. Advisors can deepen client relationships, personalize engagements, and increase productivity to scale their reach and to grow their business. Explore a trial org and learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Learn About Agentforce Financial Services and Explore: Learn how Agentforce Financial Services (formerly Agentforce Financial Services) can help your business and customers. Understand its core functionality, create a trial org, and learn how to get started.
Initiate the Loan Application Origination: After deploying the prebuilt Digital Lending—India template, start onboarding your applicants. Launch the sample Digital Lending India app, and invoke the DigitalLendingIndia_ApplicationFormOnboarding OmniScript to begin a new loan application for an applicant.
Set Up an Integration for Face Match: Set up an integration to verify an applicant’s identity by comparing the applicant’s uploaded photo with the downloaded image from their Aadhaar card.
Set Up an Integration for Form-16 Extraction with OCR: Set up an integration to validate the structure of the uploaded Form-16 and extract the income tax details from the uploaded Form-16 document and assess an applicant’s financial stability.
Work with Digital Lending—India: After setting up Salesforce for Digital Lending—India, your applicant, broker or the relationship manager can begin the application origination process using the sample app. Explore various repayment options and estimate repayment schedules with the enhanced digital lending calculator.
Events and Milestones: With the Events and Milestones component, get an at-a-glance view of your customers’ life events or milestones. Use the details to understand the needs of the individual, account groups, or business to identify upcoming opportunities and devise timely personalized offers and engagement. The Events and Milestones component shows life events for a person account or contact record and business milestones for an account record.
Salesforce Scheduler: With Lightning Scheduler, you can provide personalized experiences to your customers or prospects by precision-scheduling appointments—in person or by phone or video—with the right person at the right place and time. You can easily embed appointment scheduling into standard Salesforce workflows, such as leads and referrals, opportunities, and accounts.
Manage Business Information for Appointment Booking: Manage information related to your business and stakeholders, such as service locations, service resources, skills, topics, and appointment templates. Configure this business information to provide a personalized experience for your portal users in scheduling appointments.
Map the Context Definition to Data Sources and Activate the Definition: After you create the context definition, map the definition’s nodes and attributes to objects and their fields. The mapping feeds data into the definition and this data is used by the expression set to evaluate the qualification of service process products.
Set Up Group Member (Configurable) Component (Managed Package): The Group Member (Configurable) component displays relationship group members, associated information, and task subtypes in a compact grid. Customize the group member details to display by creating a field set and associating it with the component.
Give Your Users Access to Mortgage Features: Users such as loan officers and underwriters need different levels of access to mortgage-related objects, document checklist items, and flows. Use permission sets and profiles to set up the necessary access for your users.
Create and Assign a Loan Officer Permission Set: Create a permission set to give loan officers access to mortgage and document checklist features. The permissions set also grants access to mortgage and document checklist objects and other system permissions.
Set Up and Use Mortgage Record Creation Settings: Run the Create Financial Records process to generate financial records, such as financial accounts or property assets, from loan application data. Use the Mortgage Settings to define which records are created when this process runs.
Create and Assign Mortgage User Profiles: Create loan officer and underwriter profiles to give your users appropriate access to mortgage objects and document checklist items.
Create a Sharing Set for Mortgage Records: Give Experience Cloud site users access to mortgage records using sharing sets. A sharing set grants site users access to any record associated with an account or contact that matches the user’s account or contact. For example, grant site users access to all Residential Loan Application records related to an account that’s identified on the user’s contact records.
Create and Assign an Underwriter Permission Set for Mortgage: Create a permission set to give underwriters access to mortgage and document checklist features. The permissions set also grants access to mortgage and document checklist objects.
Set Up Action and Recommendations List: Create a list of flows to display to loan officers in the Actions and Recommendations list on residential loan application record pages.
Mortgage Record Creation Settings: The Mortgage Settings define which records are created when you run the Create Financial Records process on a Residential Loan Application.
Update Community Pages for Mortgage Applications: Update the Home and Record Detail pages of your community to give borrowers access to mortgage objects, mortgage flows, and document checklist items.
Agentforce Financial Services Permission Set Licenses: Permission set licenses incrementally entitle users to access features that aren’t included in their user licenses. Users can be assigned any number of permission set licenses. Agentforce Financial Services provides multiple permission sets licenses.
Transform the Individual Data Model to Person Accounts in Agentforce Financial Services: Person accounts are the Salesforce platform solution for B2C activities. If you currently use the individual model in your Agentforce Financial Services org, you can migrate to person accounts for a simplified, customizable user experience. Agentforce Financial Services enables person accounts in trial orgs and new installations.
Work with the FSC Portal Home Page: The Financial Services Client Portal home page and tiles are ready to brand and personalize for your Experience Cloud site.
Prepare Your Org for Financial Services Initial Setup: After you turn on Financial Services Initial Setup, complete the manual configuration steps in Setup to provision access for your lending, service, and advisory teams.
Prerequisites to Configure Eligibility Rules and User Access Control for Service Processes: To configure eligibility rules and access control for your service processes, you must first make the service processes available as service process products. You can list service processes as products by syncing service process definitions in Service Process Studio to Product Catalog Management. Before you sync service process definitions, review these considerations.
Maximize Your Revenue by Recommending the Right Products to Customers: Get predictions about recommended products that you can pitch to customers who are likely to buy the products in a certain period. Maximize your revenue by persuading the customers to buy the recommended products.
Advanced AI Template Recipes and Datasets: The app created by using the Advanced AI for Product Recommendation template creates four recipes. The recipes create feature, example, prediction, and predicted score datasets.
Create an App to Recommend Products with Snapshot Data: Use the Advanced AI for Product Recommendations template to create a custom app that has fields and data that you want to use for developing your prediction model. This uses existing snapshot data in Salesforce.
Create an App to Recommend Products with Clustering Transformation: Use the Basic AI for Product Recommendations template to create a custom app that has fields and data that you want to use for developing your prediction model. This template uses clustering transformation and doesn’t require snapshot data in Salesforce. It also creates account and financial account snapshot datasets.
Basic AI Template Recipes and Datasets: The app created by using the Basic AI for Product Recommendation template creates four recipes. The recipes create account, account snapshot, financial account snapshot, and predicted score datasets.
Calculate Total Household Portfolio Value (Managed Package): Here’s a step-by-step guide to roll up the financial account balances for each household. This example considers all the accounts that are part of the household and all the financial accounts that belong to each account in the rollup operation.
Rollup by Lookup Examples (Managed Package): Real-world examples of using the Rollup by Lookup (RBL) framework in Financial Services Cloud to perform high-volume and complex calculations.
Perform Rollup-by-Lookup Calculations Faster with Data Processing Engine (Managed Package): Switch to the enhanced Rollup-by-Lookup (RBL) framework and use the superior processing power of CRM Analytics for faster calculation of RBL rules. The RBL framework lets you convert your existing RBL rules into Data Processing Engine definitions. These high-performance definitions significantly reduce the processing time to aggregate financial information. With Data Processing Engine, you have greater flexibility when defining or modifying RBL rules. For example, you can add multiple data sources, define joins and appends, and add formulas to your rules.
Record Alerts: Alert your agents to changes in client records that require action. Using Record Alerts, agents can scan records for notifications that show information from your core banking system or from alerts that are stored in Salesforce.
Record Rollup Batch Jobs (Managed Package): Record rollups populate the household on the records that are associated with members of a household. You can perform record rollups in real time (through triggers) or in batches using batch jobs.
Record Rollups (Managed Package): Record rollups aggregate information from related records for a number of objects in Agentforce Financial Services at a client- or group-level. Client-level records are aggregated by default; no setup is required. Enable group-level rollups to aggregate related records for all primary group members.
Configure Navigation to Individual and Group Profiles: Standard URLs that point to account and contact detail pages require a different navigation path for an individual’s information. When users interact with detail page links, you want them to navigate to an individual or group profile, not the individual’s account or contact record. You can configure overrides to redirect these URLs.
Set Up Relationship Groups (Managed Package): Set up relationship groups to let advisors add individuals to more than one group, add businesses to groups, and visualize relationships.
Console App for Retail Banking: Use the standard console app for retail banking to streamline service interactions for bankers and customer service representatives (CSRs).
Churn Prediction for Retail Banking Customers: Get predictions about Retail Management customers who are likely to churn and reduce their likelihood to churn by analyzing their churn scores. Churn predictions are based on data from customers’ accounts. You can also include Feedback Management and Sentiment Insights features from contacts associated with your customers' accounts.
Create an App to Generate Feedback Management and Sentiment Insight Features for Retail Banking: Use the Feedback Management & Sentiment Insights Features template to create an app that runs recipes to generate example and prediction sets. The example and prediction sets are created based on your customers’ account and contact data, their responses to customer satisfaction (CSAT) and Net Promoter Score (NPS) survey questions, and the sentiment behind their responses.
Retail Banking Customer Churn Predictions: Get predictions about Retail Banking customers who are likely to churn by creating an app using the Customer Churn Risk for Retail Banking template.
Revenue Intelligence for Financial Services: Get predictions about Retail Management and Wealth Management customers who are likely to churn and reduce their likelihood to churn by analyzing their churn scores. Identify Wealth Management customers are likely to add more assets in a specific period, pursue such customers by pitching products for sale to increase your assets under management. Get predictions about recommended products that you can pitch to customers who are likely to buy the products in a certain period. Maximize your revenue by persuading the customers to buy the recommended products.
Revenue Management: Give financial advisors, bankers, and branch managers access to analytics that provide a comprehensive view of their business performance. By using a guided setup, quickly set up Revenue Management for Agentforce Financial Services.
Rollup By Lookup Rules (Managed Package): Rollup By Lookup (RBL) rules aggregate your data at a high level. When you edit a financial account record or primary group membership, the RBL configuration updates the corresponding RBL client- and group-level summaries.
Rollups (Managed Package): Agentforce Financial Services supports client- and group-level record rollups and rollup by lookup (RBL) rules.
Rollups: Aggregate data from related records. The Rollups feature helps your users to easily view and analyze key information across multiple records, providing a comprehensive overview of data.
Use an Autolaunched Flow to Run a Data Processing Engine Definition (Managed Package): Associate a Data Processing Engine definition with an autolaunched flow. Then run the flow manually or invoke it by Apex, processes, or REST API. You can clone and use the provided Data Processing Sample flow or create a flow according to your requirements.
Run Data Processing Engine Definitions (Managed Package): You can run Data Processing Engine definitions in many ways. For example, you can use a flow, REST API, or Apex trigger. Use Monitor Workflow Services to track the progress and status of a definition run.
Scoring Framework Predictions: Pitch the right products to customers and boost your revenue by analyzing customers’ likelihood of purchasing financial assets. Decrease customer attrition by taking steps based on the customer’s likelihood of churning. Sell an asset to an interested customer based on predictions and increase your customer’s assets under management. Get prediction scores based on the data of your accounts and contacts.
Scoring Framework Predictions on Actionable Lists: Create an actionable list of the customers to prioritize and show the relevant predictions that Scoring Framework generates on the list so that you can focus on the right customers.
Unified Catalog: Centralize financial service processes and related data so your Financial Services Client Portal users can efficiently find and manage products and services in one place.
Self-Service Capabilities in Financial Services Client Portal: Give your clients the ability to manage their financial services needs through a self-service portal. Set up a new Experience Cloud portal using the Financial Services Client Portal template and configure the self-service capabilities. Clients can create and track service requests, schedule and manage appointments, submit loan applications, browse frequently asked questions and knowledge articles, and provide feedback. You can use the Experience Cloud portal as is or you can embed this portal into existing internet and mobile banking systems through single sign-on.
Configure Unified Catalog for Financial Services Client Portal: Set up the Unified Catalog in the Financial Services Client Portal to display service processes in a single place, so your users can easily find, manage, and reuse them. Assign user permissions and configure sharing settings to grant access to product records. Map integration procedures to centralize product ID management without updating individual processes, and add the Service Catalog Attributes component to display service request details on the Case record page.
Service Request Management: Configure the Service Requests component to let your portal users view and track their existing service requests. Your portal users can search for a service process in the action launcher and create a service request.
Transaction Dispute Management for Retail Banking Service Process: Transaction Dispute Management provides a streamlined process for your users to capture and submit customer disputes related to financial transactions. Use Service Process Studio to quickly configure the Transaction Dispute Management service process to give your users a guided step-by-step process for capturing customer disputes. Let your users launch the dispute intake request directly from a customer’s record page in Salesforce.
Set Up a Sharing Set for Service Appointment Records: Give your portal users access to the Service Appointment records using a sharing set. A sharing set grants portal users access to a record associated with an account or contact that matches the user’s account or contact. You can grant access to records through access mapping, which defines access for each object in the sharing set.
Set Up Deflection for Disputed Transactions: Transaction deflection helps you redirect the disputed transactions based on predefined business rules and criteria. The deflection feature in Transaction Dispute Management gives you the flexibility of defining certain thresholds for transactions using an expression set. During a dispute request intake, when transactions don’t satisfy the thresholds, they can be resolved without requiring further investigations.
Customize Field Sets for the Relationship Group List Component (Managed Package): Customize field sets to affect the relationship group and group member information displayed in Relationship Group List - Financial Services Cloud component. This component is used on an individual or person account profile’s Relationships tab.
Create a Field Set for Group Member (Configurable) Component (Managed Package): Create a custom field set that includes information about group members to display in the Group Member (Configurable) component on the Relationships tab of an individual’s profile. The fields in the field set are displayed only for group members that are person accounts. The fields aren't displayed for business accounts.
Set Up Revenue Source Objects and Fields for Analytics: Select the objects and fields that store opportunity and product-related information. Then initiate a request to create a CRM Analytics app for the configuration.
Set Up Sharing Rules for Service Processes: Use sharing rules to extend sharing access to your portal users. Sharing rules give portal users greater access by making automatic exceptions to your org-wide sharing settings. Add sharing rules to give your portal users access to relevant records that they need when submitting service process requests.
Set Up Sharing Sets for Service Processes: Create a sharing set to give your Financial Services Client Portal users access to records that are relevant for using the financial service processes. A sharing set grants portal users access to a record associated with an account or contact that matches the user’s account or contact. You can grant access to records through access mapping, which defines access for each object in the sharing set.
Transaction Dispute Management Setup and Configuration: Setting up Transaction Dispute Management transforms your Salesforce instance into a unified workspace for resolving financial disputes. To configure Transaction Dispute Management, enable permissions, define the data model, and establish connections with external systems.
Set Up Transaction Dispute Management as a Self-Service Process: Configure a self-service portal using the Financial Services Client Portal template to give your customers a self-guided process to raise disputes related to their financial transactions.
Transaction Enrichment: Facilitate the resolution of transaction disputes by enhancing transaction details through transaction enrichment. Enrichment provides additional information related to a transaction, such as merchant name, logo, and URL. By showing additional information during dispute intake, you can help your customers recall the details about the transactions they're disputing. If the enrichment providers publish an API, you can set up transaction enrichment through dispute intake Omniscript, business rules, and integration with any enrichment provider.
Manage Every Aspect of Questionnaire-Driven Information Collection: By using the Discovery Framework data model, your users can collect and validate customer information in compliance with your policies. Use Discovery Framework for needs analysis, digital onboarding, and more.
Setup and Configuration of AI-Powered Document Validation: To automate the verification of user-submitted documents, you provision Data 360, enable the validation engine, and define the field-matching logic. This setup helps the system compare extracted file data against your Salesforce records with generative AI.
Set Up a Mobile Home Page: Boost users’ productivity on the go by setting up a Agentforce Financial Services home page for the Salesforce mobile app.
Intelligent Need-Based Referrals and Scoring (Managed Package): Source referrals internally and externally across lines of business. Users create and automatically route referrals based on a customer’s expressed interest, from savings accounts to home loans. Build processes to create automatic email notifications that keep users up-to-date. The dashboards and reports make it a snap to identify and reward top referrers.
Referral Approval Process (Managed Package): A referral approval process is an automated process that you can use to approve referrals in Agentforce Financial Services. You can specify the steps necessary for a referral to be approved and who must approve it at each step.
Guidelines for Salesforce for Outlook: If your firm uses Salesforce for Outlook, consider these guidelines when syncing contacts, events, tasks, and email.
Securing Your Data with Salesforce Shield: Salesforce Shield—a set of security tools that helps you protect data at rest, monitor usage, and prevent malicious activity—is fully supported. If you implement Shield, remember these considerations when securing your confidential client data using Platform Encryption, event monitoring, and Field Audit Trail.
Considerations for Monitoring User Activity with Event Log Files: Event log files contain the granular details of user activity. Information about these user activities, known as events, let you swiftly identify abnormal behavior and safeguard data. Refer to these considerations when retrieving event log files that are stored in the EventLogFile API object.
Considerations for Shield Platform Encryption: Shield Platform Encryption gives your data a whole new layer of security while preserving critical platform functionality. The data you select is encrypted at rest, to help your firm confidently comply with privacy policies, regulatory requirements, and contractual obligations for handling private data. All Agentforce Financial Services objects and fields are fully compliant with Shield Platform Encryption, excluding the restrictions in Agentforce Financial Services Availability and Limitations.
Display Detailed Error Messages to Users: Expedite debugging for your users with detailed error messages that provide insight into field-level security restrictions.
Manage Rollups to Accelerate Data Loads (Managed Package): Changes made through the user interface to a single Financial Account or Account Contact Relationship membership record trigger immediate RBL updates. Changes made via bulk operations or the Group Builder queue the updates which means that data loads more slowly when rollups and RBL are enabled. Before initiating insert or update operations, you can disable rollups to speed up data loading. You can control whether rollup-by-lookup rules or record rollups are queried and calculated for your org or for a specific profile or user.
Solution Kits for Mortgage: Salesforce solution kits are your go-to when you want to connect your clouds. Cross-cloud solutions help you deliver impactful, personalized experiences that address customer concerns in a digital, cost-effective manner.
Configure the Action Launcher for Service Processes: Enable service representatives to find and launch service processes by using the Action Launcher component. Create a deployment that groups your service actions, and then add the Action Launcher to the Account record page.
Add the Email Apex Action to the Fulfillment Flow: Call the Apex class to send an email with attachment to the policyholder when a case is closed by updating the Send Email with Attachment To Policy Holder action in the Flow.
Configure Context Service Definitions for Service Processes: Synchronize your intake forms with your Salesforce records to automatically pre-fill known customer details. Setting up these connections guarantees that you capture and route any new data to the appropriate target fields.
Incorporate Your Company Logo in Service Process Communications: Customize the acknowledgment emails sent to customers upon request submission by adding your company logo. Clone the autolaunched flow for the service process and update the header image URL to point to your hosted company logo.
Configure State and Country Picklists for Service Processes: Make sure that your users can select valid state and country values in the intake forms of your service processes. Enable and configure the standard state and country/territory picklists in Salesforce to support address data capture for specific banking and insurance service processes.
Create Document Types for Service Processes: Make sure that your users provide the necessary files during an intake request by defining the exact document types required for each service process.
Service Process Document Types: Understand the specific document types required for enabling file uploads in service processes. Know the exact label and name values necessary to configure these document types, making sure that intake forms can correctly accept user-submitted documents.
Connect the Service Process ID to the Intake Form: Make sure that the intake form submits data to the correct service process record and triggers the exact fulfillment flows assigned to that service.
Install the Service Process Template: Generate the unique product ID for your service process. The Product ID links your intake forms to their corresponding fulfillment flows.
Financial Service Processes Migration to the Unified Catalog: To migrate service processes from Service Process Studio to the Unified Catalog, make structural changes to your service process definition, data transformations, and API integrations.
Example: Migrate a Service Process to the Unified Catalog: Simplify how you manage intake requests by converting your service process definitions in Service Process Studio into standard product records. Manage all your product and service offerings together in one place.
Components and Configuration Values for Financial Service Processes: Before you begin setting up financial service processes in the Unified Catalog, make sure that you review this list of artifacts, component names, document types, and picklist values. At the time of setup, you enter the exact details needed for your configurations.
Service Process Automation with Service Process Studio: Design and build custom service processes by using Service Process Studio. Service Process Studio provides a dedicated environment to build case-driven processes from the ground up. This framework uses custom setup objects, such as SvcCatalogItemDef, to define service attributes. It relies on the Service Process Connect API to generate case requests. Modifying or adding new data attributes in this framework requires writing custom Apex code.
Create a Decision Matrix for Service Process Document Types: Configure a decision matrix to define which supporting documents you need for specific service processes. This matrix maps a specific process name input value to a list of valid document types shown in the intake form.
Service Process Automation with Unified Catalog: Use the Unified Catalog to set up and manage financial service processes. The Unified Catalog standardizes these processes by defining them as standard products in your Salesforce instance. Manage both financial products and services in one place. Deploy service processes quickly by using prebuilt templates. You can also add or modify data attributes visually by using a Data Mapper instead of writing custom Apex code.
Financial Service Processes Artifacts and Components: Learn about the artifacts and components required for setting up banking, wealth management, and insurance service processes. Know the exact API names for Omniscripts, flow orchestrators, and integration definitions necessary for installing the prebuilt service process templates in the Unified Catalog.
Financial Service Processes in Unified Catalog: Use the Unified Catalog to set up and manage financial service processes. The Unified Catalog standardizes these processes by defining them as products in your Salesforce instance. Manage both financial products and services in one place.
Update the Service Process Fulfillment Flow Orchestrator: Make sure that the correct automation runs when your users submit a service process request by adding the unique product ID in the entry conditions of the fulfillment flow orchestrator.
Upload and Map the Proof of Insurance PDF Template: Upload the PDF template that’s used to generate the proof of insurance document. Map the intake data to this PDF by using an Omnistudio Data Mapper.
Stage Management: Use Stage Management to define business process stages, transitions, and the criteria required to complete each stage of a complex business process such as transaction dispute management and customer onboarding. Restrict stage transitions based on user access. Define your own rules for transition by specifying a criterion, and add step definitions to run integration definitions, flows, or Omniscripts.
Example: Stage Management for Customer Onboarding: Use Stage Management to define the stages and transition criteria to onboard customers. Then, create a transition plan for a process to move from one stage to another. There are multiple Salesforce objects involved in the customer onboarding business process workflow.
Add Data Attributes for the Cancel Insurance Policy Service Process: Create data attributes to store information that a customer provides. The Cancel Insurance Policy service process has predefined data attributes. Create more data attributes based on your business needs.
Clone the Cancel Insurance Policy Salesforce Flow: Show your users the step-by-step instructions to submit an insurance policy cancellation request for a client. You can customize the flow to meet your business needs.
Create a Cancel Insurance Policy Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Policy Cancellation Omniscript. If you have an existing action launcher deployment, add the Policy Cancellation Omniscript to it.
Create an Integration Definition for the Cancel Insurance Service Process: The Cancel Insurance Policy service process uses the FSCINS_PolicyCancellation integration definition. It calls the API to submit the client’s policy cancellation request to the insurance management system. You can use this integration definition, or create your own.
Set Up Cancel Insurance Policy as a Self-Service Process: Configure a self-service portal using the Financial Services Client Portal template and give your customer community users a self-guided process to end their insurance policies.
Cancel Insurance Policy Service Process: Your customers can use the Cancel Insurance Policy service process to raise requests to end their active insurance policies.
Submit a Cancel Insurance Policy Request: Your service reps can capture and submit an insurance policy cancellation request by using the Policy Cancellation Omniscript.
Considerations for Using Financial Account Management Standard Objects: Keep these considerations in mind if you’re currently by using objects from the Agentforce Financial Services managed package, and plan to use financial account and related standard objects. Plan ahead to make the transition easier for your user teams, partners, and clients.
Add Data Attributes for the Update Billing Frequency Service Process: Create data attributes to store information that a customer provides. The Update Billing Frequency service process has predefined data attributes. Create more data attributes based on your business needs.
Clone the Update Billing Frequency Salesforce Flow: Show your users the step-by-step instructions to submit a billing frequency update request for a client. You can customize the flow to meet your business needs.
Create a Update Billing Frequency Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Update Billing Frequency Omniscript. If you have an existing action launcher deployment, add the Update Billing Frequency Omniscript to it.
Create an Integration Definition for the Update Billing Frequency Service Process: The Update Billing Frequency service process uses the FSCINS_UpdateBillingFrequency integration definition. It calls the API to submit the client’s update billing frequency request to the insurance management system. You can use this integration definition, or create your own.
Set Up Update Billing Frequency as a Self-Service Process: Configure a self-service portal using the Financial Services Client Portal template and give your customer community users a self-guided process to end their insurance policies.
Update Billing Frequency Service Process: The Update Billing Frequency service process enables policyholders, brokers, and insurance reps to raise a request to change the premium payment frequency for an active insurance policy.
Submit a Update Billing Frequency Request: Your service reps can capture and submit a billing frequency update request by using the Update Billing Frequency Omniscript.
Submit a Transaction Dispute Request: Your service agents can capture and submit a transaction dispute request through the dispute intake Omniscript. A case is then created in Salesforce.
Subverticals in Agentforce Financial Services: Set up and manage Agentforce Financial Services for subverticals like Commercial Banking, Insurance, Mortgage, Retail Banking, and Wealth Management.
Supported Data Types for Assessment Questions: When you create an assessment question, the data type that you select corresponds to an Omniscript element that you can add to the Omniscript structure.
Tableau Next Analytics Dashboards for Financial Services: Tableau Next is Salesforce's agentic analytics solution that provides personalized, actionable insights. It unifies business data using the Data 360 semantic layer, leverages Agentforce AI for context, and uses the #1 analytics platform to deliver these insights. It is API-first and offers enterprise-grade performance and security.
Set up Tableau Next Analytics Dashboards for Financial Services: Install Tableau Next analytics dashboards to empower retail bankers with a comprehensive, data-driven view, facilitating the delivery of a personalized and seamless retail banking experience. These powerful, pre-built dashboards show actionable insights across key performance areas, including customer 360 profiles, deposit trends, lead generation, referral sources, and branch activity optimization. By unifying this data, bankers can drive personalized engagement strategies, elevate service efficiency, and deepen client relationships.
Configure Certificates for Visa Transaction Disputes: Establish a trusted relationship with the Visa network to authorize your API requests for transaction disputes. This mutual authentication configuration safeguards your integration and makes sure that only verified and trusted systems exchange sensitive dispute data.
Configure Secure Access to Visa Resolve Online: Exchange settlement and transaction data securely between Salesforce and Visa Resolve Online (VROL). This configuration establishes the authenticated handshake required to authorize every settlement request and transaction inquiry so that your connection with the payment network remains uninterrupted.
Configure Stage Assignment Rules for Visa Transaction Disputes: Apply the Visa-specific workflow whenever a transaction dispute originates from this payment network. Setting up an assignment rule criteria prevent dispute processing errors by matching the correct stage definition to the transaction network type.
Create Stage Assignment Rules for Mastercard Transaction Disputes: Automate the progression of a disputed Mastercard transaction through its required lifecycle. Deploy the standard stage definition template to make sure that every disputed transaction adheres to the specific state transitions mandated by the payment network.
Create a Stage Definition for Visa Transaction Disputes: Automate the progression of a disputed Visa transaction through its required lifecycle. Deploy the standard stage definition template to make sure that every disputed transaction adheres to the specific state transitions mandated by the payment network.
Create a Stage Definition for Mastercard Transaction Disputes: Apply the Mastercard-specific workflow whenever a transaction dispute originates from this payment network. Setting up an assignment rule criteria prevent dispute processing errors by matching the correct stage definition to the transaction network type.
Dispute Request Picklist Values: To configure Transaction Dispute Management, make sure your Salesforce org contains the standard and network-specific picklist values. Add these values to the corresponding objects and fields during setup.
Enable Visa Resolve Online (VROL) Integration: Enable the integration of Transaction Dispute Management with Visa to enrich Visa transactions data in the dispute intake form and to process Visa chargebacks.
General Configuration and Permissions: To prepare your Salesforce instance for dispute operations, assign the necessary permission sets and activate external credentials. To retrieve data from the core banking system, connect to MuleSoft and create an integration definition. To define the process for your entire dispute workflow, create and activate the service process definition.
Dispute Intake Process: To guide service representatives through a structured assessment, configure the components of the dispute intake process. Define assessment questions by using the Discovery Framework sample templates. Customize the dispute intake Omniscript to capture the details needed to validate disputes accurately.
Integrations for Dispute Resolution: Manage the full dispute lifecycle directly within Salesforce by integrating Transaction Dispute Management with dispute resolution systems, such as Mastercom® and Visa Resolve Online (VROL). These integrations automate the bidirectional exchange of dispute details, evidence, and case statuses.
Learn About Transaction Dispute Management: Transaction Dispute Management organizes the dispute resolution process into three operational phases: intake, enrichment, and resolution. Understand these phases to plan your configuration and integration strategies.
Page Layouts and Components for Transaction Dispute Management: To give your service representatives and dispute specialists a unified workspace, customize the page layouts for the Case and Dispute Item objects. Add Source System ID field, and Lightning components, such as Case Details and Record Stage Overview to show the dispute's progress and integration status.
Set Up Integration Definitions for Visa Transaction Disputes: Automate the exchange of dispute data across the full dispute lifecycle by establishing a connection between Salesforce and Visa Resolve Online (VROL). Use the VisaDisputeManagement template to create integration definitions that map the specific API operations required for transaction inquiries, dispute submissions, arbitration, and appeals.
Transaction Dispute Management Solution: Explore features for resolving financial transaction disputes end to end with Transaction Dispute Management Solution. This solution deploys preconfigured features and sample data so you can get hands-on experience with minimal manual setup.
Visa Integration for Dispute Resolution: Manage the full dispute lifecycle directly within Salesforce by integrating Transaction Dispute Management with Visa Resolve Online (VROL). This integration automates the exchange of dispute details, evidence, and case statuses for all stages, such as initial submission, pre-arbitration, arbitration, and appeal. Use prebuilt flows, Omniscripts, integration definitions, and Stage Management to create the end-to-end workflow.
Visa Transaction Dispute Stages and Statuses: To ensure visibility throughout the dispute resolution process, map the stages of a dispute to the specific statuses found in Transaction Dispute Management and Visa Resolve Online (VROL).
Working with Transaction Dispute Management: Guide service representatives and dispute specialists through the operational workflow of transaction disputes, from initial submission to final resolution. Capture dispute details effectively and use integrated tools to generate timely responses at key stages of the dispute lifecycle.
Create Templates to Generate Tear Sheets: Use the HTML-based Document Template Designer to design and assemble templates for generating tear sheets and to define the relationship between clauses and sections and the tear sheet template.
Enable and Configure the Summary Document: Help your users access information quickly and easily and be better prepared for client meetings. The Summary Document component uses the capabilities of the Document Generation feature to generate documents that use the specified sample Server-Side OmniScripts. You can also create your own OmniScripts to generate documents.
Generate a Tear Sheet: Generate the tear sheet by using the sample file-based Server-Side OmniScript.
Tear Sheet Generation: Summarize information from objects in a tear sheet. By using the Summary Document component, your users can quickly generate a tear sheet that summarizes the information they need from one or more objects. To quickly access the document, your users can attach the document to an Account, Contact, or Financial Deal record page layout where the component is added.
The Summary Document Component: Use the sample server-side OmniScript or use your own Server-Side OmniScript to generate documents.
Transaction Dispute Management for Agentforce Financial Services: Use Transaction Dispute Management to process disputes for credit cards, debit cards, and Automated Clearing House (ACH) transactions. Manage the entire dispute lifecycle, from initial intake to final resolution by integrating with payment networks.
Transaction Dispute Management Glossary of Terms: Collection of terms from a real-world example of a concert ticket purchase to equip you with the vocabulary to navigate Transaction Dispute Management.
Turn On Financial Services Initial Setup: Turn on the platform services that Agentforce Financial Services requires, and assign the admin permission sets you need, all in one automated step.
Capture Once-in-a-Lifetime Events with Unique Event Types: Some events occur only once in a lifetime, such as a birth. To prevent users from accidentally creating more than one event of such an event type, mark the event type unique.
Update the Edit Button on the Group Members and Details Component (Managed Package): Give users access to your custom household management business process by creating a custom action that replaces the default edit button on the Group Members and Details component with a link to your business process. During configuration, you can also prevent inadvertent navigation to the default business process by hiding the record actions menu in group member cards.
Update the URL Path Name: Add the URL Path Name of your Experience Cloud portal in the Service Requests component to give your portal users access to view the details of their service requests.
Create Field Sets for Retail Banking (Managed Package): When you heavily customize field sets in your implementation, it’s easier to add the Retail Banking field sets than install the unmanaged package and reapply your customizations.
AI-Generated Dispute Communications: Give your dispute case owners the access to AI-powered prebuilt email prompt templates. Dispute case owners use the prompt templates to compose and send emails to customers to acknowledge dispute submission and to convey dispute closure.
Validate Documents in Document Checklist Items: Validate a document in a Document Checklist Item against data from the party profile and its child records. You can validate against multiple object records at a time.
Console App for Wealth Management: Use the standard console app for wealth management to streamline client interaction and service management for wealth managers. The user-friendly interface offers a centralized hub for accessing key updates, accounts, cases, and applications, as well as tasks, events, and opportunities for efficient time management.
Create an App to Identify Customers Likely to Add Assets: By using the Customer Likelihood of Adding Assets template, you can create an app that provides prediction scores about the likelihood of Wealth Management customers adding assets.
Add Customer Likelihood of Adding Assets Dashboard to the Home Page: Show predicted asset additions by Wealth Management customers by adding the Customer Likelihood of Adding Assets dashboard to the Home page. You can filter the shows prediction data by assets under management, marketing segment, and wallet share of the customer.
Churn Prediction for Wealth Management Customers: Get predictions about Wealth Management customers who are likely to churn and reduce their likelihood to churn by analyzing their churn scores. Churn predictions are based on data from customers’ accounts. You can also include Feedback Management and Sentiment Insights features from contacts associated with your customers' accounts.
Create an App to Generate Feedback Management and Sentiment Insight Features for Wealth Management: Use the Feedback Management & Sentiment Insights Features template to create an app that runs recipes to generate example and prediction sets. The example and prediction sets are created based on your customers’ account and contact data, their responses to customer satisfaction (CSAT) and Net Promoter Score (NPS) survey questions, and the sentiment behind their responses.
Wealth Management Customer Churn Predictions: Get predictions about Wealth Management customers who are likely to churn by creating an app using the Customer Churn Risk for Wealth Management template.
Work with Compliant Data Sharing: Administrators can enable Compliant Data Sharing for Account and Opportunity objects. Administrators and compliance managers then configure data sharing roles with associated access levels to adhere to compliance with regulations and company policies. An account or opportunity record owner shares a record with other relevant users.
Ensure Privacy of Customers With Audit Trail: Audit Trail lets service agents inspect customer identity verification logs, detect potential cases of identity fraud, and meet audit compliance standards. Audit Trail works with customer identity verification records, which are created when the CSRs use the Verify Customer Identity flow to verify the customer’s identity.
Subagent: Wealth Advisor Client Post Meeting Follow Up: The Wealth Advisor Client Post Meeting Follow Up topic helps wealth advisors manage post meeting tasks by creating financial plans, goals, action plans, interest tags, and life events. Structure and organize meeting notes. Extract financial plans, goals, action plans, and life events from the meeting notes. Classify follow-up tasks into categories such as financial planning or documenting outcomes. If meeting notes are available, use this topic.
Complaint Management Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Complaint Management Assistance: Complaint Management Assistance provides a prebuilt subagent and actions that help complaint handlers automate investigations and streamline resolutions. Instead of switching context between multiple screens, handlers can use natural language to search historical data for proven resolution strategies and common patterns. Based on the resolution summaries of similar complaints, the agent also suggests next steps to resolve the current complaint. The agent also assists handlers in quickly generating audit-ready resolution notes, updating complaint records, and drafting customer communications that properly apply regulatory disclaimers.
Considerations for Complaint Management Assistance: Before creating an agent by using the Complaint Management Assistance template, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Create an Agent from the Complaint Management Assistance Template: When customers face issues with financial products or services, they submit complaints and expect a timely, fair resolution. By using the prebuilt Complaint Management Assistance template, you provide your complaint handlers with an AI assistant built into their flow of work. The AI assistant identifies and executes relevant subagents and actions to help complaint handlers investigate historical records, generate audit-ready resolution notes, and draft customer responses.
Financial Advisor Assistance (Standard Objects): Bring the power of assistive and autonomous AI agents to your wealth management client interactions with Agentforce. Agentforce is a trusted, intelligent conversational AI Assistance to help your wealth advisors effortlessly handle wealth management tasks. Agentforce Agents are goal-oriented AI Assistance that help you automate repetitive tasks. They help you summarize client financial plans and goals, provide portfolio performance, analyze current and target allocations, and track life events and meeting tasks. Agents use subagents, actions, the reasoning engine, and large language models (LLM) to understand requests, make decisions, generate responses, and perform actions. Financial Advisor Assistance contains a library of standard topics and actions specific to wealth advisors business use cases.
Create an Agent from the Agentforce Financial Advisor Assistance Template: Streamline client engagement with the Financial Advisor Assistance agent. The agent provides wealth advisors with quick access to client summary insights that include portfolio performance, financial goals, life events, financial plans, and more.
Financial Advisor Assistance: Streamline client engagement with the Financial Advisor Assistance for standard objects and Financial Services Cloud Managed Package. Integrate AI powered insights and automation into the wealth advisor's workflow. Deliver actionable, real time financial insights based on client portfolios and market trends.
Set Up Financial Advisor Assistance: Assign permissions, turn on Wealth Agent and Financial Account Management Standard Objects settings, and set up group membership.
Subagent: Wealth Advisor Client Meeting Preparation: The Wealth Advisor Client Meeting Preparation subagent helps wealth advisors gather, review, and organize client details to prepare for a client meeting. This includes retrieving and summarizing client data, reviewing portfolio performance, checking financial goals, and identifying upcoming life events and pending tasks.
Work with Your Financial Advisor Assistance Agent: Use the Agentforce for Financial Services: Financial Advisor Assistance agent to create a summary of a client's financial accounts, plans, goals, and other household details.
Set Up Agentforce Loan Product Assistance: Agentforce Service agents can efficiently support customers by handling common loan product inquiries. The Loan Product Assistance template provides a streamlined way to manage borrower questions, delivering information on loan categories, specific products, and their respective programs.
Loan Product Assistance Topic Reference: A topic defines an agent's range of capabilities for a particular job to be done. Topics help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Loan Product Assistance includes a standard topic specifically designed for loan product inquiries in Digital Lending.
Collections and Recovery Assistance: Boost your collections teams' efficiency with Collections and Recovery Assistance, a personal AI Agent integrated into the Collections and Recovery feature.
Subagent: Post-Meeting Assistance for Relationship Management: Helps relationship managers manage post-meeting activities at the banks. Organizes meeting notes according to the user’s inputs and creates records for interaction, interaction summary, and interaction attendee. Shows meeting interest tags, logs relevant opportunities, updates account plans, sends emails, and defines follow-up tasks based on meeting discussions.
Subagent: Pre-Meeting Assistance for Relationship Management: Helps relationship managers effectively prepare for meeting activities. Extracts information from one or more objects and generates a tearsheet. Users can specify the name, template, and format using data from records and an input editor directly within the conversation.
Banking Relationship Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Banking Relationship Assistance contains a library of standard topics designed for relationship management use cases in the banking sector.
Add a Picklist Value for Issued Card Status: To capture the status of issued cards, such as a debit or credit cards, for card related subagents during agent interactions, add the required picklist values to the Status field for the Issued Card object. Complete this step only if you are using the Financial Account Management standard objects.
Create Agent from an Agentforce Banking Service Assistance Template: When clients want to avail common banking services, they raise a service process request with their bank and expect a quick turnaround. By using the prebuilt Banking Service Employee Assistance template, you provide your service reps with an AI assistant built into their flow of work. The AI assistant identifies and executes relevant subagents and actions to help service reps capture details and create a case to fulfill the service request.
Customize Financial Account and Account Layouts with Source System ID: Update the Financial Account page layout to show the Source System ID field for records that exist in the core banking systems. This field shows the ID of the record and determines which account to pull data from in the core banking system. To help users quickly identify which core banking account the Salesforce record represents, add the Source System ID to the account search layout.
Extend the Banking Service Assistance: Agentforce Banking Service Assistance templates include prebuilt subagents and Integration Procedure (IP) based agent actions. You can easily extend the templates to meet your specific business needs without the need for additional development. Customize topic configurations, add validation logic, or create new actions or subagents to match your requirements.
Setup and Configuration of Banking Service Employee Assistance: Automate routine banking services for customer service reps using AI Assistance with conversational capabilities. Use the Banking Service Employee Assistance template of type Agentforce Employee agent to take quick action on service process requests, helping new or less experienced service reps become productive more quickly.
Connect Banking Service Employee Assistance to Slack: Expand your service capabilities by connecting Banking Service Employee Assistance to Slack. Banking employees can resolve customer issues in Slack with customer context, relevant knowledge, and actions.
Subagent: Address Update: Assists service reps capture client requests to update their account-related and financial account-related addresses. The Address Update subagent retrieves all addresses associated with the customer, prompts the user to select one, gathers the new address details, and creates a case for the update.
Subagent: Billing Cycle Management: Assists service reps capture client requests for change in the billing date of a selected credit card. Guides the user choose the card and set a new, valid billing date. Clearly explains the effects of this change, including any disclaimers about interest charges or changes to the billing cycle, before creating a case to complete the request.a loan payoff statement for a specific loan account.
Subagent: Card Lock Management: Assists service reps capture client requests to lock or unlock their credit or debit cards. Guides the user to take relevant actions based on situation such as reporting a lost card, reviewing recent transactions, or setting a travel notice. Confirms all details of the request and creates a case for fulfillment.
Subagent: Checkbook Payment Cancellation: Assists service reps capture client requests to stop a check payment or a series of check payments from their financial account before the checks are processed. The Checkbook Payment Cancellation subagent retrieves all financial accounts associated with the customer, gathers details on the check payments to be stopped, and creates a case for the stop check payment.
Subagent: Checkbook Order: Assists service reps capture client requests to order a new checkbook by specifying the number of check leaves needed and the preferred delivery method. The Checkbook Order subagent retrieves all financial accounts associated with the customer, gathers details for the new checkbook, and creates a case for the checkbook request.
Subagent: Check Number Inquiry: Helps service reps resolve customer queries regarding the status, issue date, and processing details of an issued check.
Modify Topic_Config Integration Procedure: The Get Topic Config agent action retrieves the prebuilt data configuration for a specific subagent. The agent action uses the Topic_Config Integration Procedure (IP) which provides the subagent's data configuration as a customizable JSON output. However, the output response JSON configuration differs for both Financial Services Standard objects and Financial Services Cloud Managed Package objects in the integration procedure.
Subagent: Card Activation: Helps service reps raise a request to activate a customer's card and configure their domestic and international usage settings.
Subagent: Card PIN Management: Helps service reps securely reset customer card PINs. Guides the service reps through necessary security checks based on reason for the reset, such as reviewing transactions for security concerns, or configuring other card controls for new cards, before creating a case for the request.
Subagent: Fee Reversal: Assists service reps capture client requests to reverse various types of fees on their financial accounts, such as maintenance fees, overdraft fees, and other service-related fees. The Fee Reversal subagent collects financial account details, displays all relevant fee transactions, and prompts the user to select the specific transaction to create a case for reversal.
Subagent: Financial Account Balances: The Financial Account Balances subagent retrieves the financial account balances associated with a specific financial account.
Subagent: Financial Account Transactions: The Financial Account Transactions subagent retrieves all financial account transactions associated with a specific financial account.
Subagent: Financial Account Statement: Assists service reps capture client requests to order copies of their checking or savings account statements. Collects details such as the selected account, statement period (predefined or custom dates), and delivery method (Email or Post). Confirms all details of the request and creates a case for fulfillment.
Subagent: Funds Transfer to Own Account: Assists service reps in capturing client requests to set up fund transfers between their financial accounts. This service supports transfers between internal-to-internal accounts, external-to-internal accounts, and internal-to-external accounts, including Own Account Transfers, Loan Payments, and Credit Card Payments. The Funds Transfer to Own Account subagent retrieves all financial accounts associated with the customer, checks for any account restraints, and prompts the user to select the transfer type. The subagent then gathers the required details and creates a case for funds transfer.
Subagent: Loan Payoff Statement: Assists service reps capture client requests for a loan payoff statement for a specific loan account. Collects details such as the selected loan account, future payoff date, and delivery method (Email or Post). Confirms all details and creates a case to fulfill the request.
Subagent: Payment Deferral: Helps service reps assist customers who want to defer recurring financial account payments. Captures deferral terms, checks eligibility, and creates a case after consent. Does not handle tasks unrelated to payment deferment or financial assistance.
Subagent: Payment Due Date Modification: Handles requests on modifying the due date for customers' recurring financial account payments. Captures new payment terms, checks eligibility, and creates a case for the due date modification request.
Subagent: Report and Replace a Card: Helps service reps raise a request to report a lost, stolen, destroyed, or captured credit or debit card to prevent unauthorized use, and manage replacement requests. This topic retrieves customer card details and creates a case to permanently block the card and order a replacement. Handles permanent closures rather than temporary locks.
Subagent: Standing Instruction Management: Helps service reps raise a request to configure new standing instructions, update existing payment schedules, or process cancellations.
Subagent: Travel Notification: Assists service reps capture client requests to notify the bank of their travel plans. Collects travel details (dates, destinations, and contact information) and creates a case for the travel notification.
Subagent: Transaction Dispute Intake: Guides service reps through the financial transaction dispute process. Capture essential details like reason codes, display merchant insights, and support optional questionnaires to submit claims efficiently.
Sample JSON Configuration for Banking Service Assistance Topics: Here’re the prebuilt JSON configurations for different subagents in Topic_Config Integration Procedure. The JSON configurations for specific service process subagents are identical across Banking Service Customer Assistance and Banking Service Employee Assistance.
Banking Service Employee Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Banking Service Employee Assistance agent contains a library of standard subagents designed for service reps to capture service process requests.
Deploy Banking Service Customer Assistance to Experience Cloud Site: Make your Banking Service Customer Assistance agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.
Prepare Your Org for Agentforce Banking Service Customer Assistance: Before you get started with Agentforce Banking Service Customer Assistance, configure field-level security for the Case object and prepare your data records to support banking inquiries. If you use FSC Standard objects, add picklist values to the Issued Card object and enable the required financial account settings.
Setup and Configuration of Banking Service Customer Assistance: Get your Banking Service Customer Assistance agent up and running. Prepare your Salesforce org, configure necessary user permissions, and deploy your agent by using the prebuilt template to automate the routine customer request intake process across multiple channels.
Subagent: Address Update Request: Interacts with the customer to update addresses for their accounts and financial accounts. The subagent identifies the customer, displays available addresses for selection, gathers new address details, and creates a case for the update.
Subagent: Billing Cycle Management Request: Guide the Agentforce agent in processing a customer’s request to change the billing date for a selected credit card. The subagent assists the customer in choosing the correct card and setting a new, valid billing date, clearly explaining the effects, including any disclaimers about interest charges, before creating a case to complete the request.
Subagent: Check Number Inquiry Request: Enable the Agentforce agent to help customers select a financial account and inquire about the status, issue date, and clearing details of a specific check.
Subagent: Check Payment Cancellation Request: The subagent assists the Agentforce agent in fulfilling a customer’s request to stop a single check or series of check payments associated with their Financial Account.
Subagent: Checkbook Order Request: The subagent processes a customer’s request for a new checkbook by allowing the Agentforce agent to specify the number of check leaves needed and the preferred delivery method.
Subagent: Complaint Intake Request: Helps customers submit complaints about products and services. Guides the customer to provide necessary information to create the complaint case request.
Subagent: Card Activation Request: Activate a customer’s card and manage their domestic or international card usage settings by guiding the Agentforce service agent through the process.
Subagent: Card Lock Management Request: Temporarily locks (freezes) or unlocks (reactivates) a card. This subagent retrieves customer cards, validates their current status to ensure eligibility, captures the reason for locking, and creates a case to process the request. However, this subagent doesn’t handle permanent blocks or replacements for lost or stolen cards.
Subagent: Card PIN Management Request: The subagent securely resets a customer’s card PIN by guiding the Agentforce service agent through necessary security checks based on the reason for the reset (e.g., reviewing transactions or configuring card controls for new cards) before creating a case for the request.
Subagent: Card Settings Management Request: Enable the Agentforce agent to help a customer control how and where a card is used, such as enabling or disabling international payments. This subagent collects card details and settings from the customer to update, and creates a case for the update.
Subagent: Fee Reversal Request (Beta): Reverses fees charged to financial accounts, such as maintenance, overdraft, and service fees. The Fee Reversal Request (beta) subagent retrieves customer account details, displays relevant transactions for selection, and submits the reversal request.
Subagent: Funds Transfer to Own Account Request: Initiates one-time or recurring transfers between internal and external accounts, including loan and credit card payments. This subagent retrieves eligible accounts, validates for restraints, and creates a case for a service rep to process the transaction.
Subagent: Loan Payoff Statement Request: Capture a customer’s request for a loan payoff statement, showing the exact amount needed to pay off their loan on a specific date. The subagent collects details such as the selected loan account, future payoff date, and delivery method (Email or Post), confirms all details, creates a case to fulfill the request, and then shares the case number with the customer.
Banking Service Customer Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Banking Service Customer Assistance agent contains a library of standard subagents designed to capture service process requests from customers.
Subagent: Report and Replace a Card Request: Enable the Agentforce service agent to process a customer’s request to report a lost, stolen, destroyed, or captured credit or debit card to prevent unauthorized use and manage replacement requests. This subagent retrieves customer card details, creates a case to permanently block the card, and orders a replacement. This subagent handles permanent closures rather than temporary locks.
Subagent: Financial Account Statement Request: Helps customers request copies of their checking or savings account statements. Collects details such as the selected account, statement period (predefined or custom dates), and delivery method (Email or Post). Confirms all details of the request and creates a case for fulfillment.
Subagent: Standing Instruction Management Request: Manage a customer’s standing instructions by allowing the Agentforce service agent to set up new instructions with schedule details, update existing payment frequencies, or cancel recurring transactions.
Subagent: Travel Notification Request: Record a customer’s travel plans to ensure uninterrupted access to their banking services. The subagent collects travel details (dates, destinations, contact information) and creates relevant cases for seamless service.
Subagent: Transaction Dispute Intake Request: Facilitate the official process for a customer to challenge an incorrect, fraudulent, or unauthorized charge on their account. The subagent collects transaction details and creates a dispute case for review.
Turn on Voice Conversations for Banking Service Customer Assistance: Set up Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), and then deploy a voice-enabled Banking Service Customer Assistance agent. Your agent can then answer inbound calls from banking customers and verify each caller's identity before it helps.
Connect Banking Service Customer Assistance to WhatsApp: Expand your service capabilities by connecting your Banking Service Assistance agent to WhatsApp. Configure an Enhanced WhatsApp channel and routing logic to let customers interact with your agent directly from their preferred messaging app.
Banking Service Employee Assistance in Slack Subagents, Data Mappers, and Integration Procedures: The Create Case action in the Banking Service Employee Agent subagents for Slack sets the Case Origin to Phone. To show Slack as the origin on these cases, add Slack to the Case Origin picklist, and then update the Data Mappers, Integration Procedures and flows to pass Slack in the case origin payload.
Banking Service Employee Assistance: Quickly create banking service process requests for customer service reps by using Banking Service Employee Assistance. Bring the power of Agentforce Generative AI to help customer service reps deliver more personalized service and reach resolutions faster. Banking Service Employee Assistance is a trusted, conversational AI Assistance that uses prebuilt subagents and actions to capture details and automates case creation for a service process request.
Banking Service Customer Assistance: Use the Agentforce Banking Service Customer Assistance agent template to create agents that serve your banking customers across multiple channels. The secure, conversational AI agent uses prebuilt subagents and actions to autonomously resolve customer inquiries and create cases. Resolve issues faster by connecting on WhatsApp, Experience Cloud sites, and third-party websites.
Setup and Configuration of Complaint Management Assistance: Automate routine complaint investigation and resolution tasks for complaint handlers by using conversational AI. Use the Complaint Management Assistance template to build an Agentforce Employee Agent that takes quick action on complaint records.
Subagent: Complaint Handling: Complaint handlers can use the Complaint Handling subagent to manage the full lifecycle of a customer complaint from investigation to resolution. The agent helps handlers analyze current complaint details and search for similar historical complaints to identify proven resolution strategies. Handlers can also generate audit-ready complaint resolution notes, update complaint records, and draft customer responses.
Work with Complaint Management Assistance: Helps complaint handlers investigate complaints, search for similar historical complaints, and suggest next steps based on resolution summaries. Complaint handlers can also generate audit-ready resolution summaries, update complaint fields, and draft customer responses by using natural language.
Agentic Advisor Components: Learn about the features that make up Agentic Advisor for Wealth Management and how they work together to give wealth advisors a complete, AI-powered view of their clients.
Meeting Concierge for Agentic Advisor: Meeting Concierge brings the full advisor-client meeting lifecycle into a single interface, from preparation through post-meeting follow-up. Meeting Concierge eliminates the need for financial advisors to switch between calendars, note-taking tools, and custodian systems to prepare for, run, and follow up on client meetings. Powered by Agentforce, Meeting Concierge provides AI-generated prep summaries, live transcripts, and automated follow-up drafts — giving advisors more time to spend with clients.
Run My Day for Agentic Advisor: Run My Day gives wealth advisors a prioritized home page that surfaces daily meetings, client alerts, and AI-powered actions so they can respond to client needs without leaving the page.
Set Up Agentic Advisor for Wealth: Agentic Advisor app for wealth advisors in Agentforce Financial Services brings client data, daily priorities, and meeting workflows into a single workspace. From the home page, advisors start each day with a unified dashboard of urgent tasks, client insights, and portfolio alerts. Set up the app through a guided setup experience that activates pages, assigns permissions, and verifies prerequisites.
Agentic Advisor Example: See how a financial advisor uses Agentic Advisor components to manage clients from morning preparation through post-meeting follow-up.
Agentic Advisor for Wealth Management: Agentic Advisor for Wealth Management is a connected suite of features in Salesforce Financial Services that gives wealth advisors a complete, AI-powered view of their clients and a connected way to manage every interaction. From a single, unified workspace, Agentic Advisor brings together Connector Library for data integration, a unified Client Details page, Run My Day for daily prioritization, Meeting Concierge for the full meeting lifecycle, Household Management, and Referral Management.
Banking Service Assistance: Agentforce for Banking Service Assistance includes two prebuilt templates, to drive seamless banking self-service and deliver faster results both for your customers and employees.
Financial Advisor Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Financial Advisor Assistance contains a library of standard subagents designed for financial advisors to help customers.
FinServ Package Financial Advisor Assistance (Managed Package): Bring the power of assistive and autonomous AI agents to your wealth management client interactions with Agentforce. Agentforce is a trusted, intelligent conversational AI Assistance to help your wealth advisors effortlessly handle wealth management tasks. Agentforce Agents are goal-oriented AI Assistance that help you automate repetitive tasks. They help you summarize client financial goals, provide portfolio performance, and track life events and meeting tasks. Agents use subagents, actions, the reasoning engine, and large language models (LLM) to understand requests, make decisions, generate responses, and perform actions. FinServ Package Financial Advisor Assistance contains a library of standard subagents and actions specific to wealth advisors business use cases.
Subagent: FinServ Package Wealth Advisor Client Post Meeting Follow Up (Managed Package): The FinServ Package Wealth Advisor Client Post Meeting Follow Up subagent helps wealth advisors manage post meeting tasks by creating financial goals, and life events. Structure and organize meeting notes. Extract financial goals, and life events from the meeting notes. Classify follow-up tasks into categories such as financial planning or documenting outcomes. If meeting notes are available, use this topic.
Subagent: FinServ Package Wealth Advisor Client Meeting Preparation (Managed Package): The FinServ Package Wealth Advisor Client Meeting Preparation subagent helps wealth advisors gather, review, and organize client details to prepare for a client meeting. This includes retrieving and summarizing client data, reviewing portfolio performance, checking financial goals, and identifying upcoming life events.
FinServ Package Financial Advisor Assistance Subagent Reference (Managed Package): A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Financial Advisor Assistance contains a library of subagents designed for financial advisors to help customers.
Agentforce for Financial Services: Financial Services Cloud includes a suite of AI agents designed to streamline financial operations. These agents help banking, wealth management, and insurance teams automate routine tasks, from creating service cases to summarizing client meetings and portfolios. Agentforce uses generative AI to provide actionable insights, resolve issues faster, and identify new opportunities.
CRM Analytics Apps for Agentforce Financial Services (Managed Package): CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and managers, advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads, and referrals.
Delete Records from Analytics for Insurance Datasets: General Data Protection Regulation (GDPR) requires you to delete customers’ personal data when customers request it, or when it’s no longer necessary to keep. You can remove customers’ data from the Analytics for Insurance app by deleting the records from trending or snapshot datasets.
Use CRM Analytics for Insurance (Managed Package): The insurance-specific analytics for Agentforce Financial Services, a comprehensive set of CRM Analytics dashboards, offers insurance executives and managers insights into their book of business and identifies opportunities to improve sales.
CRM Analytics Apps for Agentforce Financial Services: CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and managers, advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads, and referrals.
Act on Financial Client Relationships with the Actionable Relationship Center: Financial services industry success is built on developing and maintaining deep and trusted client relationships. The Actionable Relationship Center (ARC) gives you a one-stop visualization of your relevant client relationships so you can act on new information.
Add the ARC Einstein Relationship Insights Component to Page Layouts: To display the ARC Einstein Relationship Insights component to your users, add the component to the pages that correspond to the selected active record object, people object, and company object that you set up in the previous step.
Add Peer Objects to an ARC Relationship Graph: On one node on an ARC Relationship Graph you can show fields from two objects that have a one-to-one lookup relationship with each other.
Einstein Relationship Insights on an ARC Graph: Show Account and Contact record web recommendations in ARC using the ARC Einstein Relationship Insights component. Get deeper relationship insights to build stronger customer relationships. View the recommendations as smart tags or a graph.
Enable and Configure Einstein Relationship Insights: Confirm that Einstein Relationship Insights is enabled in your Salesforce org. Einstein Relationship Insights is needed to configure the active record, person record, and company record objects. Use the record of interest to see recommended relationships. Enable content sources so that your users can explore relationships. For example, connect with Twitter as a content source and enable your users to search for content on Twitter and view recommended relationships based on the attachments.
Types of Relationships in ARC: ARC helps users understand relationships among people and businesses by presenting them in an interactive display component. Each relationship type is displayed differently in the interactive ARC visualization.
Get to Know ARC: ARC is your one-stop shop for visualizing and managing your client’s related accounts and contacts. Here’s what you must know to get started.
ARC Integrations: Extend the functionality of ARC using integrations with other features. When available, these features appear in the ARC side panel.
Actionable Relationship Center (ARC) in Agentforce Financial Services: The Actionable Relationship Center (ARC) lets you view your customers’ relationships in an easy-to-navigate graph. ARC helps you understand relationships among people and businesses by presenting them in interactive components. Build graphs with standard and custom objects, then add the ARC Relationship Graph component to page layouts to show your graphs. Customize node names, show fields, and object and record actions so that your users can easily view, edit, delete, and create records during customer interactions.
View and Manage Related Lists with ARC: Help users manage related records in Actionable Relationship Center (ARC) by configuring the related lists that they see.
Explore Relationship Groups with ARC: Actionable Relationship Center (ARC) displays different kinds of account and contact relationships in one convenient interface.
Benefits of This Solution Kit: This kit helps lenders handle the high volume of requests for loan modifications occasioned by the COVID-19 pandemic economy. Salesforce Cross-Cloud tools provide digital channels to manage this anticipated volume. The tools address borrower’s needs responsively while reducing traffic to call centers and adding visibility to the process.
Deploy Einstein Bots for Agentforce Financial Services: Einstein Bots for Agentforce Financial Services help resolve top customer issues quickly, reducing call volume to save your company time and money. A chatbot is an application that conducts a conversation, either aloud or through text. They can complement the support-chat experience, greeting customers and directing them to get answers fast
Register an International Travel Plan: Use the provided test data to see how you can register an international travel plan with Einstein Bots for Agentforce Financial Services.
Considerations for Removing Einstein Bots for Agentforce Financial Services: Before removing the Einstein Bots for Agentforce Financial Services package, you must revoke the permission sets assigned to the bot. Also, you must undo the configuration that determines the name of the chat button in the landing page.
Report a Lost Card: Use the provided test data to see how you can report a lost card to Einstein Bots for Agentforce Financial Services. Block a card even if several cards are available for a customer. If an international travel plan has been registered, choose to have the replacement card delivered to the home address or one of the registered travel destinations.
Review Bot Activity: As an administrator, you can track and review all cases created by the bots in your Salesforce org.
Test-Drive Einstein Bots for Agentforce Financial Services: Launch the sample Einstein Bots through Embedded Service to see how chatbots can work for your customers. You can then use the sample data included to test the use cases of a reported lost card and registering an international travel plan.
Branch Management Dashboard: Oversee the financial health and efficiency of your branches by tracking key performance indicators and historical trends for clients and balance. Evaluate individual banker contribution across total balance, activity volume, and lead conversion to identify top performers and coaching opportunities. Analyze branch-level and detailed client data, including financial accounts, open opportunities, and client interactions to drive strategic resource allocation.
Branch Unit Records Analysis Dashboard: Measure the collective business impact of a branch by tracking total records including accounts, leads, contacts, cases, and opportunities. Benchmark branch and banker performance by using the leader boards and analyze activity distribution by reference object for strategic planning. Identify top performance drivers and operational needs by isolating the top reasons to guide coaching and resource allocation.
Business Rules Engine: Simplify the process of determining eligibility or qualification and automate complex decision-making to find solutions faster using Business Rules Engine.
Submit a Customer Complaint: Your service agents can capture and submit a customer complaint through the complaint intake OmniScript. A case is then created in Salesforce.
Create an Interaction: Create an interaction to capture a meeting with a client or partner.
Manage Participants for Private Opportunities in Compliant Data Sharing: Private opportunities behave differently from other objects that use Compliant Data Sharing. When an opportunity is private, it can’t be shared using Compliant Data Sharing and you can’t assign opportunity participants to an opportunity that’s set to Private.
Client Acquisition Dashboard: Help financial advisors manage their lead pipeline. Show stalled leads needing immediate action, identify high-opportunity lead and referral sources, visualize the lead funnel, track conversion rates by product/time/touches, and show pipeline trends over time.
Client Detail: Client Detail gives advisors quick access to client information, AI-generated summaries, and timely insights, so they're prepared for every client interaction.
Set Up and Configure Financial Portfolio: Set up Financial Portfolio by assigning permissions and configuring connectors, then create Financial Portfolio Configurations to define the cards, layout, and data sources that show on your advisors' Client Details pages.
Client Interactions Dashboard: Understand how you're spending your time and ensure that no client falls through the cracks. Identify neglected clients by AUM, days since last contact, and overdue tasks, and break down your activity by type and time period to optimize your focus. Track the outcomes of your efforts across AUM, deposits, and wallet share to connect your daily activity to measurable client value.
Assign Permission Sets to Portal Users: To let your customers access the complaint intake process on the Financial Services Client Portal, create and assign relevant user permissions.
Set Up Sharing Rules for Complaint Intake: Use sharing rules to extend sharing access to your portal users. Sharing rules give portal users greater access by making automatic exceptions to your org-wide sharing settings. Add sharing rules to give your portal users access to relevant records that they need when submitting a complaint.
Set Up a Sharing Set for Complaint Intake: Give your Financial Services Client Portal users access to records using sharing sets. A sharing set grants portal users access to a record associated with an account or contact that matches the user’s account or contact. You can grant access to records through access mapping, which defines access for each object in the sharing set.
Compliant Data Sharing for Financial Services: The Compliant Data Sharing feature lets Agentforce Financial Services admins and compliance managers configure advanced data sharing rules, so that they can improve compliance with regulations and company policies. They can control and monitor what data gets shared with whom, without writing complex code.
Connector Library: Connector Library provides one-click, certified data provider installations to automate ingestion, eliminate manual errors, and centralize real-time information for seamless activation. Admins can connect custodial and portfolio management data providers directly from Setup, without IT support. From a single interface, admins configure credentials, Data 360, advisor codes, and data streams to power advisor experiences like the Client Detail page and alerts.
Deploy and Manage an Integration: Create a connection to your source system using Connector Library, then deploy the Data Kit to activate the data ingestion. You can deploy streams on one connection at a time.
Set Up Connector Library: Assign permissions, set up Einstein Generative AI, and configure your Data 360 environment to get started with Connector Library.
Create a Household in ARC: ARC makes creating households even easier by allowing you to create a household record directly from ARC’s visualization.
Create and Configure a Queue: Create a queue and specify the set of objects that are supported by the queue, and the set of users that are allowed to retrieve records from the queue.
Create Expanded Account Relationships in Group Builder (Managed Package): Create business and personal account relationship hierarchies using the enhanced Account Account Relationship object. Directly associate businesses and legal entities, such as trusts, to households and groups. View a parent company and its subsidiaries, as well as family relationships, in the enhanced Relationship Map.
Create a Financial Deal Record: Capture the terms of a financial deal in a financial deal record. Deal teams can specify details such as a deal’s confidentiality level, status, stage, expected close date, and close probability. They can also capture notes and next steps by creating interaction summaries linked with interactions.
Create a Household from the Account Tab (Managed Package): Use households to track groups of clients, businesses, and trusts who have a direct relationship with one another and shared financials. A household is a type of relationship group. Your Salesforce admin can create other relationship group types to fit your business requirements.
Create an Interaction Summary: Capture the details of an interaction in an interaction summary. When creating an interaction summary, you can take detailed meeting notes, specify the confidentiality level of the notes, and add action items or next steps. You can also add a related record such as an opportunity or a financial deal associated with the interaction.
Create a Household from a Client Profile (Managed Package): Capture the full richness of a client’s relationships by adding multiple households. If you can’t add a client to more than one household, ask your Salesforce admin to enable the multiple relationship groups custom setting. A household is a type of relationship group. Your Salesforce admin can create other relationship group types to fit your business requirements.
Manually Create Securities Records: Enter information about securities, such as stocks or bonds. While this data is typically updated automatically from external systems, here’s how to enter a securities record manually.
CRM Analytics for Complaint Management: The CRM Analytics app for Complaint Management gives your customer experience managers and complaint team managers quick insights on customer complaints.
Customer Acquisition Dashboard: Prioritize new business by instantly highlighting open leads and referrals that require immediate follow-up or show no recent activity. Analyze key metrics like lead age, total interactions, and conversion performance and optimize your pipeline. Evaluate lead source effectiveness and track acquisition trends to focus resources on the most profitable channels for growth.
Data Consumption Framework: With Data Consumption Framework, your agents can access complete and current data from external systems without leaving Salesforce. The framework extends the Continuations framework in FlexCards and OmniScripts by providing them with integration definition capabilities for better real-time performance. In addition, agents can use the framework to initiate asynchronous flows that call APIs at scale to support more simultaneous users.
Create Action Plans for Financial Deal Objects: Use action plans to capture repeatable tasks in templates and then automate the task sequences. With action plans, you can also enhance collaboration and productivity by automatically assigning task owners and deadlines for specific financial deal engagements.
View Details About Financial Deal Parties: Quickly identify the accounts or contacts that are involved parties in a financial deal, the parties’ roles, and more. See which contacts from the account are involved, which users they’ve interacted with, and interaction details.
Path Settings for Financial Deals: Enable Path for the Financial Deal object to improve deal teams’ success. You can define steps that are important for a financial deal execution and include customized guidance for every step of a path.
Deploy the Sample Templates to Onboard Applicants: Deploy the prebuilt templates for onboarding that add sample OmniScripts, Integration Procedures, Omnistudio Data Mappers, and assessment questions to your Salesforce org. After you deploy, you can customize the sample templates to suit your business needs.
Discovery Framework: With the Discovery Framework, your users can create digital forms to collect and validate data and avoid time-consuming and error-prone manual methods. The Discovery Framework data model and the power of Omnistudio enable your users to create digital forms and manage every aspect of questionnaire-driven data collection in compliance with your policies.
Document Checklist Items in Agentforce Financial Services: Manage your document approval process in Agentforce Financial Services. Define document types for commonly required documentation. Then create a document checklist item for each file required from a customer. A customer or user then uploads a relevant file for the document checklist item, and the files are tracked through your approval process. Customers can track the progress of their uploaded documentation from submission to approval.
Document Generation: With Document Generation, you can generate contracts, proposals, quotes, reports, non-disclosure agreements, service agreements, and more.
Document Validation Component: Validate a document in a Document Checklist Item against data from the Salesforce records. You can validate against multiple object records at a time.
Document Validation: Standardize compliance reviews by comparing multi-level record hierarchies directly against uploaded files within Agentforce Financial Services.
Create a Document Validation Definition for Document Checklist Item: Define a multi-level object hierarchy and specify fields for document validation based on document category and type. Configure related records to verify document checklist item data. Define which fields must be validated for a specific document checklist item.
Turn On Advanced Document Validation: To improve the validation accuracy of document checklist items, use Advanced Document Validation to focus on required data points across related records.
Admin Setup for Einstein Activity Capture: Give users access to Einstein Activity Capture. Connect your company’s email and calendar applications to Salesforce, and create a configuration that controls how data moves between applications.
Before You Get Started: Make sure that Einstein Activity Capture is set up in Salesforce and that you understand how it works with events. Also, review how to set up and work with interaction summaries.
Create a Configuration to Sync Events as Interactions: Einstein Activity Capture configurations define how data flows from the connected accounts to Salesforce. Review the default sync settings and change the settings, if necessary. After you have enabled Einstein Activity Capture for Agentforce Financial Services, all references to events in the configuration UI, depending on the context, means interactions.
Create Interaction Participants: Enable the Create Interaction Participants Automatically setting, and assign a default participant role to create interaction participants automatically after an interaction sync. Interaction participants are created for meeting attendees who are Salesforce users, excluding the attendee who is the meeting owner.
End-User Setup for Einstein Activity Capture: Connect your email and calendar accounts to Salesforce so that you can sync events from the connected accounts to Salesforce as interaction and interaction attendee records. Plus, prevent specific interactions from being synced to Salesforce.
Field Mappings for Interactions Sync: When you use Einstein Activity Capture to sync interactions, fields from the connected Microsoft or Google account are mapped to fields in your Salesforce interactions.
How Interactions Sync with Einstein Activity Capture: Einstein Activity Capture matches your Microsoft or Google events with relevant Salesforce interactions and interactions attendees. Learn which interactions are synced and how often.
Einstein Bots: Provide customers with intelligent, self-service bots. With Einstein Bots, you can launch a fully featured bot that integrates with your Salesforce data in a few clicks! Bots can automate your company’s frequent tasks, increasing your deflection rate and freeing up agents for more complicated requests.
Enable and Configure Financial Deals: To enable the financial deal management feature in your Salesforce org, enable the Deal Management setting.
Enable and Configure Interaction Summaries: To enable the Interaction Summaries feature in your Salesforce org, enable the Interaction Summary setting. Add the Interaction Summaries Lightning component to the home or account page. On the account page, the Interaction Summaries component shows all interaction summaries for that account. On the Home page, it shows interaction summaries for all accounts that the user has access to. Next, add the Interaction Attendees Lightning component to the interaction summary or interaction page.
Enable Management of Member Relationships with Other Accounts (Managed Package): Use the Enable Relationships with other Accounts custom metadata types to enable expanded relationship group hierarchies and relationship cyclic validation. Select the Active checkbox to show the Do the members have relationships with other accounts? section of the Group Builder Edit window.
Enable Integrated Onboarding in Agentforce Financial Services: To enable the sample onboarding app in your Salesforce org, enable the Sample Onboarding Application template setting. By enabling this setting, you get access to the objects and flows necessary to onboard applicants.
Engagement: Use the engagement data model to store details about an engagement between a customer and a service agent.
Enter and View Financial Data: Create records for clients’ financial accounts and their underlying holdings, assets, liabilities, and financial goals.
Events and Milestones: With the Events and Milestones component, get an at-a-glance view of your customers' life events or milestones. Use the details to understand the needs of the individual, household, or business to identify upcoming opportunities and devise timely personalized offers and engagement.
Configure the Public Complaint Object: To store the financial account of a customer who is raising a complaint, add a field to the Public Complaint object.
Assign a Permission Set License to Users: To give your users access to the FSCFinancialAccountsSummary component, assign them the necessary permission set licenses.
Assign OmniStudio Permissions to Users: Give users access to OmniStudio so that the users can create and run OmniScripts, Data Mappers, FlexCards, and Integration Procedures.
Customize the Financial Account Page Layout: Add the Source System ID field to the Financial Account page layout. This field shows the ID of the financial account in the core banking system. The ID determines which account to pull data from in the core banking system.
Customize Financial Account Cards Using OmniStudio FlexCard Components: In OmniStudio, customize the FSCFinancialAccountsSummary, FSCFinancialAccountDetails and FSCFinancialAccountTransactionDetails components to show information that is most relevant to users. This optional step configures the components to show information with clickable actions that change based on the information they contain. Customize the components that make up the FlexCard component before adding it to record pages.
Enable Real-Time Financial Account Information: Turn on the setting to retrieve real-time financial account and transaction information from your external core banking system. When this setting is off, account information is retrieved from Salesforce.
Provide a Comprehensive View of Customer Financial Account Details: Using the FSCFinancialAccountsSummary component, service agents can view financial accounts, transactions, and record alerts associated with accounts in one place. The financial account details show information stored in Salesforce. The comprehensive view of financial account details helps agents to resolve customer queries quickly and efficiently.
Customize Omnistudio Data Mappers to Show Blank Values: When retrieving real-time financial account data from your core banking system to show on the FSCFinancialAccountSummary and FSCFinancialAccountDetails components, show a blank value for a field rather than the Salesforce value.
View Financial Account and Transaction Details: View financial account details and financial account transaction details associated with financial accounts on the FSCFinancialAccountDetails and FSCFinancialAccountTransactionDetails cards.
View Real-Time Account and Financial Account Information: Using the Data Consumption Framework, MuleSoft integration, and FlexCards components, show your users real-time account and financial account details and transaction details. The refresh button on the FSCFinancialAccountsSummary, FSCFinancialAccountDetails, and FSCFinancialAccountTransactionDetails components lets your users quickly see up-to-date client financial information.
Fact Finding for Wealth Managers: Use the Fact Finding questionnaire to gather comprehensive and accurate information about your client's financial situation, goals, risk tolerance, and preferences. Tailor personalized financial strategies, identify potential opportunities and risks, and ensure that your advice aligns with your client's unique needs and circumstances. Build trust, create achievable financial plans, and deliver value to clients through informed and strategic decision-making.
Access the Assessment Library: View the associated Assessments and Assessment Library tabs after you add the Assessment component to the account record page. The Assessment component shows assessments that you create using the Discovery Framework.
Add the Assessment Component to the Account Record Page: Drag and drop the Assessment component to the account record page to activate the page and use the assessment. The Assessment component shows assessments that you create using the Discovery Framework.
Deploy Sample Templates for Fact Finding: Implement the fact finding template that’s built on the Discovery Framework. After you set up the basic Discovery Framework, you can access the Discovery Framework sample templates.
Set Up Basic Discovery Framework: Use the pre-built templates for client discovery to add sample Omniscript and assessment questions to Salesforce.
Field Mapping for Financial Account Address: When you plan to migrate metadata and data for the Financial Account Address object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account Balance: When you plan to migrate metadata and data for the Financial Account Balance object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account Fee: When you plan to migrate metadata and data for the Financial Account Fee object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account: When you plan to migrate metadata and data for the Financial Account object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account Party: When you plan to migrate metadata and data for the Financial Account Party object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account Party Financial Asset: When you plan to migrate metadata and data for the Financial Account Party Financial Asset object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account Statement: When you plan to migrate metadata and data for the Financial Account Statement object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Financial Account Transaction: When you plan to migrate metadata and data for the Financial Account Transaction object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Share a Financial Deal: You can share a financial deal record from the Financial Deal Participants related list or by using the Manage Participants component.
Financial Deal Management: Track and manage a financial deal lifecycle. By using the Financial Deal Management data model, deal teams can manage every aspect of deal-related information and take advantage of compliant, role-based data sharing options. They can create new financial deal records that specify a deal’s stage, status, probability of deal success, and more. And to maintain compliance, they can share deal records that contain confidential information only with relevant stakeholders.
Field Mapping for Financial Security: When you plan to migrate metadata and data for the Financial Security object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Deploy CRM Analytics for Financial Services: CRM Analytics for Financial Services gives financial advisors and personal bankers a comprehensive customer intelligence solution based on the CRM Analytics platform. It includes Einstein Discovery, which lets you create automated AI models on any dataset without writing code.
Create and Share CRM Analytics for Financial Services Apps: Follow these general steps to create and share the apps included in CRM Analytics for Financial Services. These include Analytics for Wealth Management, Predict Client Churn Risk for Wealth Management Analytics, Predict Likelihood to Add Assets for Wealth Management Analytics, Analytics for Insurance, Analytics for Retail Banking, Wealth Starter Analytics, Analytics for Mortgage, or Consumer Banking Starter Analytics.
Apply Security Predicates to Your Datasets: If you want to restrict users’ access to data based on their hierarchical role or Manager Id, apply security predicates to the relevant datasets.
Retrain Your Predictive Model: To retrain a predictive scoring model, update and run the dataflow, refresh the story, and deploy the model.
Enable CRM Analytics in Agentforce Financial Services: Before creating CRM Analytics for Financial Services or the Consumer Banking Starter Analytics or Wealth Starter Analytics apps, enable Tableau CRM in your Salesforce org.
Assign CRM Analytics for Financial Services Administrator Permissions: Enable administrators to create and manage CRM Analytics for Financial Services by assigning the relevant administrator permissions. You can assign administrator permissions using Permission Sets or Permission Set Group.
Assign CRM Analytics for Financial Services User Permissions: Enable users to view CRM Analytics for Financial Services by assigning the relevant user permissions. You can assign the permissions using Permission Sets or Permission Set Group.
Get Your Data Ready to Create CRM Analytics for Financial Services Apps: Data in your org has to meet specific requirements before you can create Analytics for Wealth Management, Analytics for Insurance, and Wealth Starter Analytics. Creating Consumer Banking Starter Analytics doesn’t require any additional data settings.
Configure FlexCard–Based Policy 360 in Lightning Experience: In Lightning App Builder, on the record page that you're editing or creating, drag FlexCard from the Components panel to the Lightning page canvas location where you want to position the component.
Customize FlexCard–Based Policy 360 Using Omnistudio Data Mappers: If you want to include policy and claim details from a third-party system, get your developer to create an Apex class that makes the data available to FlexCard-based Policy 360. Then customize the Data Mappers to reference the Apex class.
Customize FlexCard–Based Policy 360 Using FlexCards: To show policy information with clickable actions that change based on the information entered, customize the FlexCard components that you want to add to record pages.
Give FSC Insurance Users Access to Additional Objects (Optional): Give agents access to the master list of coverage types. With access to this list, an agent can better sell policies and help customers with their existing policies. To let an agent handle many-to-many relationships between claims and cases, claims and assets, and assets and policy participants, enable many-to-many relationships. For example, when many-to-many relationships are enabled, an agent can handle multiple claims through one case or have multiple cases handling one claim. Unlock the capability to let multiple producers work on the same policy. A large commercial insurance policy typically requires a team of agents and service reps to work in tandem to manage the policy. After you enable these options, you can't disable them.
FlexCard–Based Policy 360 Component for Financial Services Cloud: To configure the FlexCard-based Policy 360 component, assign OmniStudio permissions and the FSC Insurance permission set license to users, and customize the FlexCards, Integrations Procedures, and Data Mappers. FlexCards provide an improved user experience and simpler configurations. The FlexCard component can show contextualized information in an at-a-glance format. You can easily embed FlexCards in other FlexCards and show more details on demand by using a flyout. By using this comprehensive view, agents can easily scan the available details and resolve customer queries quickly.
Use the FlexCard–Based Policy 360 Component: In addition to supporting all the capabilities of the Policy Aura component, the FlexCard-Based Policy 360 component supports configuring contextualized fields and actions, searching policies by insured item and policy number, viewing all policies related to an individual irrespective of the role, and creating a high volume of policies up to 500 per account or household.
Flexible Hierarchies: Visualize and manage complex business structures with Flexible Hierarchies. Unlike rigid, one-size-fits-all structures, this feature helps you to model data through a multi-layered approach that adapts to different business needs. Whether you’re mapping global corporate conglomerates, intricate banking branch networks, or cross-object sales territories, Flexible Hierarchies gives you the tools to transform flat data into useful insights.
Set Tab Visibility and Assign Object Permissions for Flexible Hierarchies: To make sure that Flexible Hierarchies are available to your users in App Launcher, set the Tab visibility. To manage hierarchy types and hierarchies, assign object permissions for the Flexible Hierarchy, Flexible Hierarchy Node, and Flexible Hierarchy Node Relation objects.
Flexible Hierarchies Overview: Flexible Hierarchies provide a dynamic way to visualize, manage, and analyze complex business relationships. Get to know the key elements of Flexible Hierarchies.
Configure Roles to Create Flexible Hierarchies: A role signifies the specific functionality of a node within the hierarchy. Add the picklist values for the Role field on the Flexible Hierarchy Node object.
Configure Summary Rollup Metrics for Flexible Hierarchies: Create summary rollup metrics for a hierarchy type by using relevant node measure types. This node measure type determines the category that you want to summarize, such as total account balance or total opportunities.
Add Picklist Values to Node Measure Type: To configure summary rollup metrics, add picklist values to the Node Measure Type field on the Flexible Hierarchy Node Summary object according to your business requirements. A node measure type indicates the categories that your hierarchy summarizes, such as total account balance or total opportunities.
Configure Rules to Build and Maintain Flexible Hierarchies: Define how Salesforce selects and organizes records in a flexible hierarchy based on object field values. Reuse the rules to create and update hierarchies as your data changes.
Create and Deploy Data Processing Engine Definitions to Compute Summary Rollups for Flexible Hierarchies: Compute individual, child, and total rollup metrics for all the nodes in a hierarchy. To set up these calculations, create a Data Processing Engine definition or clone and customize the predefined Data Processing Engine definitions. To make sure that any recent updates to rollup metrics are accounted for, create schedule-triggered flows and run these definitions.
Create Flexible Hierarchies: As a hierarchy manager, you can create flexible hierarchies for specific data by using hierarchy types. Your hierarchy admin must first create the necessary hierarchy types before you can create these flexible hierarchies.
Create Hierarchy Types: A hierarchy type defines a structural schema for your data. Define this schema first, as it provides the framework to build a flexible hierarchy. Create a hierarchy type by specifying the nodes, and the relationships between these nodes.
Compute Summary Node Rollups from Externally Imported Flexible Hierarchy Data: To update flexible hierarchy node summary records, import node contribution values from an external system. Then use a Data Processing Engine (DPE) definition to calculate and roll up child and total aggregate values across the hierarchy.
Flexible Hierarchies Data Model: The Flexible Hierarchies data model includes Flexible Hierarchy and related objects to create and manage hierarchies according to your business requirements.
Review Hierarchy Validation Errors and Download the Error Report: Review validation errors for your flexible hierarchies to ensure your data is accurate and complete. Inspect the Flexible Hierarchy Validation Job Run and Job Run Item records to view specific failures and affected hierarchies. Download a detailed error report to get a comprehensive view of validation errors.
Enable Flexible Hierarchies: To create and update hierarchy types and hierarchies, and view hierarchies on record pages, turn on Flexible Hierarchies in Setup.
Enable Summary Rollup in Flexible Hierarchies: Turn on Flexible Hierarchies Summary Rollup to configure rollup metrics that aggregate values across a nested hierarchy to compute individual, child, and total values.
Example: Calculate Net Fund Flow Rollups for Flexible Hierarchy Summary Records: An asset management firm aggregates externally imported net fund flows across a Salesforce hierarchy. Use a custom Data Processing Engine definition to automatically calculate and roll up values from individual fund nodes to parent desks and divisions.
Explore the Roll Up Account and Contact Opportunities Data Processing Engine Definition: Explore a practical example of analyzing the predefined Data Processing Engine definition, Roll Up Account and Contact Opportunities With Data 360. Included with Flexible Hierarchies, this definition rolls up opportunity amounts linked to account and contact nodes.
Example: Create a Contact Hierarchy for an Organization: Explore a practical example of creating a contact hierarchy for Cumulus Corporation, including specific details on nodes and their relationships to model the complex organizational structure. Review the comprehensive instructions to implement the hierarchy by using the hierarchy builder, Data Loader, or API methods, ensuring flexibility for both manual management and high-volume data integrations.
Setup and Configuration of Flexible Hierarchies: Assign user permissions and object permissions, set the Tab visibility, define picklist values for the role field, and configure sharing settings. Create hierarchy types and customize record pages to view hierarchies.
Configure Sharing Settings for Flexible Hierarchies: Your organization-wide default sharing settings give you a baseline level of access for each object and help you to extend that level of access to your users.
Flexible Hierarchy Statuses: Hierarchy statuses indicate whether a structure is ready for consumption. These states control data visibility and ensure structural integrity.
Summary Rollup Metrics in Flexible Hierarchies: Understand how summary rollup metrics aggregate data across nodes in a flexible hierarchy so that your business users can make faster, data-backed decisions during live business reviews.
Assign Object Permissions to Update Node Summaries: To compute summary rollups by using Data Processing Engine definitions via Data Cloud runtime and update these values in the node summary records, assign the required object permissions to the Customer 360 Data Platform Integration permission set.
Update Rule-Based Hierarchies: A rule-based hierarchy's nodes and relationships aren't manually editable. To keep the hierarchy current with changes in your source data, re-run its rules by syncing the hierarchy.
Flexible Hierarchies, Actionable Relationship Center, and Account Hierarchies: Evaluate the various visualization tools available to address complex data relationships. This comparison provides the insights necessary to align the appropriate solution with your organizational goals, whether your requirements prioritize standard relationship mapping or need the time-bound, multi-layered flexibility of a custom framework.
Turn On Rule-Based Hierarchies: Turn on rule-based hierarchies so that Salesforce can automatically create and update flexible hierarchies from configured rules instead of building each hierarchy manually.
Set Hierarchy Status to Draft: To prevent your users from viewing incomplete or work-in-progress hierarchies, as a hierarchy admin, you can set the hierarchy's status to Draft.
Validate Flexible Hierarchies: If a hierarchy is valid, it indicates that the structure has passed all integrity checks and is ready for production use. The valid status controls visibility and data integrity as the hierarchy evolves. To enable viewing and subsequent updates to a hierarchy, validate it.
Validation Errors for Hierarchies: Review common validation errors encountered when validating a hierarchy. Learn about the root causes and recommended resolution steps to ensure structural integrity.
View Flexible Hierarchies: View flexible hierarchies in the Graph view or the Grid view on the hierarchy details page.
Visualization Formats for Flexible Hierarchies: Discover how to leverage Graph and Grid views, navigate via exploratory and search modes, and use advanced viewing capabilities to gain intelligent insights from Flexible Hierarchies.
Customize Standard Flow Templates: The mortgage flows in Agentforce Financial Services are installed as standard flow templates. You can customize any of the flows to suit your business needs.
Flow Screen Input Component: Button Picklist from Account ID: Displays relevant information about all residential loan application and financial account records associated with the account ID of the logged in user in a button picklist. If the flow user selects a financial account, the control sets the case record to the associated financial account ID.
Flow Screen Input Component: Section Summary View: Displays selected mortgage objects based on the Unified Residential Loan Application (URLA). All objects in the collections variable for the Section Summary component must be API names of Mortgage objects.
Flow Builder for Financial Services Cloud: For Agentforce Financial Services, Salesforce provides different sets of pre-assembled flows that are tailored to meet specific business needs. These sets of flows include mortgage, insurance, and retail banking flows. With Agentforce Financial Services, you get the mortgage flows, by default. However, to get the insurance and retail banking flows, you must install the Lightning Flow for Agentforce Financial Services package. The flows are installed as standard flow templates. You can clone the templates to customize them according to your business processes.
Configure Flow Builder for Financial Services Cloud: Before you can use the flow templates to create flows, create a support process and a case record type. You then link the case record type to the Create Service Request subflow. You can use an existing case record type or support process. However, we recommend that you create a separate support process and case record type dedicated to the flow-related cases.
Customize the Create Service Request Subflow: The Create Service Request subflow is installed as a standard flow template. Clone the template and link it to your case record type.
Customize a Prepackaged Flow: The flows in the package are installed as standard flow templates. You can clone a template and customize it to suit your business processes.
Create a Quick Action for a Flow: Give users easy access to a flow by creating a quick action. When you add the quick action to the Person Account page layout, users can launch the flow from person account record pages.
Flow Builder for Mortgage: Agentforce Financial Services includes standard flow templates that are specific to mortgage. These flows focus on collecting mortgage application information from loan officers and borrowers. The mortgage-type flows are standard flow templates; you can use them as-is or customize them according to your mortgage application needs.
Restrict File Types to Upload in a Flow: Files uploaded during a flow are attached to the case record that the flow creates. By default, all file types can be uploaded. You can choose which file types you want to allow.
Set an Approval Limit for Disputed Transactions: For disputed transactions, you can set an approval limit for service reps. If a disputed transaction amount is within the approval limit, the Dispute Transactions flow marks the resulting case as Closed. Otherwise, the case status is marked as New.
View a Flow’s Output: A flow’s output is a case record and a JSON string. The JSON string contains the key pieces of information that are provided during the execution of the flow. If you have an integrated back-end system, you can use the JSON string to record the collected information into your back-end system. To view a flow’s JSON output in Lightning Experience, create a report.
Create and Manage Flows: You can customize the provided flows to meet your needs and add quick actions.
Flow Builder for Insurance and Retail Banking: The Lightning Flow for Agentforce Financial Services package includes flows that are specific to retail banking and insurance. The flows help your service reps handle customer service requests better and more efficiently. The flows are installed as standard flow templates. You can also clone the templates to customize them according to your business processes.
Flows Provided to Onboard Applicants: The flows provided to onboard applicants are in the fsc_onboarding namespace. When you turn on the Sample Onboarding Application Template setting in your Salesforce org, the record-triggered flows aren’t in the active state. To initiate the onboarding process, you must activate the flows.
Best Practices: Understand upfront the consequences of your choices when building a Forbearance solution. These include choices involing Bots vs. existing Web-to-Case benefits, the pros and cons of building community portals vs. extending exisiting website capabilities, and security.
Set Up Borrower Portal in Community Cloud: Create a Knowledge Base (KB) with informative articles on loan modifications and the laws governing them. Assign KB owners and create a process to update it as new laws and best practices emerge. Create a channel menu and an Einstein Bot to deflect call traffic and to link to the KB.
Configure Service Cloud to Manage Requests: Create a case management process to handle a range of forbearance request scenarios. Set up an internal Knowledge Base to inform decision makers of changes to the CARES mandate that impact forbearance requests.
Define Process Automation with an Einstein Bot: Gather existing loan and desired forbearance data, and request borrower buy-in on a preferred communication protocol to track progress. Create a bot to update records across Salesforce Service Cloud.
Solution Design Considerations: A prudent approach to building a cross-cloud Forbearance solution includes a careful review of sound practices. The design review also considers performance and scaling with an eyes-wide-open understanding of the solution's limitations and guardrails.
Loan Forbearance: Mortgage servicers are being flooded with phone calls from borrowers looking for some form of forbearance to delay their mortgage payments amid the COVID-19 pandemic. Salesforce Cross-Cloud tools provide digital channels to address borrower’s needs responsively while reducing traffic to call centers and adding visibility to the process.
Key Component Configuration: The Forbearance solution configures cross-cloud Salesforce products to work together. The key components are Marketing Cloud Engagement, Community Portal, Einstein Bots, and Service Cloud. Salesforce administrators at Cumulus Mortgage also build dashboards to track and analyze the solution.
Performance and Scalability: The performance and scalability of your Forbearance solution are crucial to its success.
Recommended AppExchange Apps: Incorporating an eSignature capability is a time- (and headache-) saving way to move forbearance document processing forward.
Related Products and Services: Access free, on-demand webinars to accelerate development of your Forbearance solution.
Resources: Helpful, on-demand resources, including Salesforce Trails and Modules and other solution kits, are just a click away.
Track and Analyze the Solution: Create dashboards that follow key metrics. The dashboards provide insights into how well the solution is meeting expectations. Dashboard reports can also indicate areas for improvement.
Use Case Overview: Cumulus Mortgage anticipates a high volume of phone calls from borrowers looking for some form of forbearance to delay their mortgage payments during the COVID-19 pandemic. Cumulus administrators use Salesforce products to identify and guide eligible borrowers to self-service channels using Analytics and Marketing Cloud Engagement.
Salesforce Forbearance Solution Workflow: The Cumulus Mortgage use case shows what is possible with the Salesforce Customer 360 Platform. Cross-cloud tools help lenders target and service their borrowers via enhanced digital channels.
Intelligent Form Reader for Agentforce Financial Services: Intelligent Form Reader provides optical character recognition to automatically extract data from financial documents. You specify the data’s source form, then map the fields in the form to the equivalent fields in Salesforce. Use the extracted information to create or update record fields or to verify existing data. For example, check a birthdate in Salesforce against the birthdate in a scanned passport.
Enable Management of the Member’s Relationships with Other People (Managed Package): Use the Enable Relationships with Other People custom metadata types to enable expanded relationship group hierarchies and relationship cyclic validation. Select the Active checkbox to show the Do the members have relationships with other people? section of the Group Builder Edit window.
Troubleshoot Issues During the Onboarding Process: When an error or exception occurs during the execution of a flow orchestration, the flow is transferred to the Exception Handling stage. A Process Exception record is created and the Flow Orchestration Instance Related Object stage is set to Fix Exceptions.
Add the Installed Record Rollup Definitions to the Data Processing Engine: Add the installed record rollup definitions to a schedule-triggered flow. The Data Processing Engine uses with active record rollup definitions to get the aggregated records. To ensure that any recent updates are accounted for, add the installed record rollup definitions to the schedule-triggered flows and run the active record rollup definitions periodically.
Aggregate Records Using API: Use Household API Setup to retrieve household details and related records, such as Financial Accounts, Financial Holdings, Assets and Liabilities, and Members with Connect API calls. You don’t have to be a Salesforce developer. Show the retrieved household details in your third-party financial planning tool when connected using financial planning integration for wealth management. Your financial planning tool analyzes the data from the Connect API to show financial data about your customers, such as financial goals, credit risk assessment, and household members.
Households for Agentic Advisor: Simplify how wealth advisors organize and manage client families. Create households quickly with just the primary member and essential details. Visualize complex household relationships by using a prebuilt Actionable Relationship Center (ARC) graph immediately after creating a household, with no additional configuration. Update household records directly from the meeting playbook to capture changes while the context is fresh, all without navigating fragmented setup screens.
Actionable Relationship Center (ARC) Graph Enhancements to Visualize Households: Households includes a prebuilt Actionable Relationship Center (ARC) graph and template to help your users visualize complex household relationships. The graph includes enhanced compact and detailed view options so users can control how much information appears on each node. You can also customize the visual representation of household members and relationships using configurable icon and image settings.
Actionable Relationship Center (ARC) Graphs for Household Management: View and manage household members, related contacts, and related accounts directly from household records by using Actionable Relationship Center (ARC) graphs. Explore the out-of-the-box ARC graphs that simplify relationship management and maintain data consistency.
Create and Customize an Actionable Relationship Center (ARC) Graph with a Prebuilt Template: The Households feature includes a prebuilt Actionable Relationship Center (ARC) graph and a graph template. The default household record page includes the prebuilt graph, Household Graph, which lets users instantly visualize household relationships without any additional configuration. As soon as a household is created, the graph uses the enhanced display format to show the household structure, including the primary member, roles, and relationships. To customize the visualization for your business requirements, create a graph by using the prebuilt template, Household Graph. Add the customized ARC graph to the household record page.
Create a Household: Learn how to create a household based on your org's data model setting.
Create a Household Configuration: Before your users can create households, complete the prerequisite tasks and build a household configuration in Setup. The configuration controls which fields and record types appear during household creation, including primary member details, member relationships, household account information, and record type.
Customize Prebuilt Flows for Household Management: Customize standard and managed package flows to align your household relationship management processes with your specific business rules. Customize the prebuilt flows, modify their screens or fields in Flow Builder, and link the updated flow to the relevant action on the Actionable Relationship Center (ARC) graph.
Editions and Permissions for Households: Review the supported products, editions, and permissions for Households. Then learn how your product handles permissions and how to assign them.
Manage Households: Create and manage client households to get a complete view of their financial picture. Update household details manually from the record page, or use the Meeting Playbook to automatically extract and apply updates from client meeting notes.
Households Overview: Explore the key concepts of Households, including the configuration-driven setup, personas, prerequisites, and how the system dynamically renders household creation screens based on the household configuration.
Households Setup Reference by Data Model: Review the differences in prerequisites and configuration settings between the Standard and Managed Package data models before setting up Households in your org.
Set Field-Level Security for Primary Member Fields: To help wealth advisors designate the primary member of a household, give them access to the Primary Member and Primary Group fields on the Account Contact Relationship object.
Set Up Households in Financial Services: Create a household configuration to customize the setup experience, and configure the Update Household action so your users can update household records directly from their Meeting Playbook.
Update Household Records from a Meeting Playbook: Update household members, related accounts, and related contacts directly from the Post-Meeting tab of the meeting playbook record. You can keep your client records accurate without leaving your workflow.
Identity Verification: The Identity Verification feature gives you the ability to verify the identity of a customer before you share any sensitive information with them. Organizations across the world are required to comply with regulations that help to ascertain the customer’s identity and provide protection from losses and fraud. Failure to follow these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access.
Assign Permissions to View Cash Flow FlexCards: Use OmniStudio to create a customized experience for creating, editing, and deleting income and expenses for your clients. Provide OmniStudio access to users to create and run OmniScripts, FlexCards, and Integration Procedures when they view and interact with Cash Flow FlexCards.
OmniScripts for Cash Flow FlexCards: Use OmniScripts to add party expenses and income to a person account, household account, or party relationship group record.
Capture Income and Expenses: Show cash flow trends to bankers and financial advisors, help them assess client financial health, and provide recommendations to achieve financial goals.
Set Up Income and Expenses: Assign permission sets, object permissions, and customize lightning pages with income and expense FlexCards.
Update Client Expenses: Use the Cash Flow Summary FlexCard to add or edit expenses for a client or household.
Update Client Income: Use the FlexCard feature to add or edit income for a client or household.
View Client Income and Expenses in Agentforce Financial Services: The FSCCashFlow FlexCard shows a client’s cash flow trends over a selected time frame. The FlexCard focuses on incoming and outgoing transactions to highlight periods of cash flow surplus and deficit. Select a time frame to show an aggregated cash flow across all of the client’s financial accounts. Review metrics that show your client’s total income, total expenses, total surplus, average monthly income, average monthly expenses, and average monthly surplus. A bar or line graph shows a month-by-month breakdown of total income and expenses.
Initiate the Onboarding Process: To initiate the onboarding process for applicants, launch the sample Onboarding app, create a lead record for an applicant, and then convert the lead to an opportunity.
Set Up and Manage Insurance: Insurance for Agentforce Financial Services includes a new data model for insurance, new Lightning components, and a tailored Lightning console app: Insurance Agent Console. Insurance Agent Console helps agents and service reps track their performance and stay focused on their goals. With the new distributor performance dashboard, reports, and performance metrics, sales managers can view a consolidated performance summary for all their distributors or monitor their individual performances. Use the Insurance Agent Portal template to create a portal that gives independent insurance agents access to the insurance features and components and lets them manage and grow their books of business.
Add the Insurance Agent Action Items Component to the Console Home Page: The Insurance Agent Action Items component gives agents an at-a-glance view of payment-due policies, policies up for renewal, open claims and cases, unread leads, and open opportunities. Add the component to the Insurance Agent Console app’s home page.
Manage Producers’ Life Events: Your sales managers can now see producers’ life events at a glance when you add the Events and Milestones component to the contact record page.
Add Policy and Events and Milestones Components to Your Account Record Page: Add the Policy and Events and Milestones components to your custom Account record page to give agents a consolidated view of their customers’ life events or milestones, insurance policies, claims, and other related details.
Provide Easy Access to Producer Information: Your sales managers can easily view key information about their producers from multiple objects, without going through multiple related lists.
Add Performance Metrics and Reports to Account and Contact Record Pages: Your sales managers can now view individual distributor and producer performance when you add performance reports to the account and contact record pages. You can add performance metrics only to the account record page.
Set Up a Portal for Independent Insurance Agents: Create a feature-rich portal for your independent insurance agents. A dashboard with performance metrics, report charts, and action items helps agents monitor their goals and accomplishments, meet deadlines, and improve sales and service. With a comprehensive view of clients’ policies, claims, life events or business milestones, and other related details, agents can stay organized, deepen client relationships, and better address client needs. Agents can use built-in Experience Cloud and knowledge management features to share knowledge articles with other agents and insurance carriers.
Map Claim Status Field Values to Closed: Your users can choose from a variety Status values on a claim. Many of these values mean that the claim is closed. For each of these Status values, select the Closed checkbox to map the value to Closed.
Configure Alerts for Policies and Claims: You can push alerts on clients’ policies and claims from your core policy management system. Alerts appear when an agent views a client’s policies or claims on the account page.
Configure Related Lists for Policies, Events, and Milestones: Before you add the Policy and Events and Milestones components to your Account record page, add the components as related lists on the relevant page layouts. To make the lists of insurance policies, claims, events, and milestones available on your custom Account record page, add the lists to the Related Lists sections of the page layouts for the Account, Person Account (if enabled), and Contact objects.
Considerations for Metrics and Charts: Review these points to better understand the information that appears in charts and metrics on various Lightning components and in the deployed distribution performance reports.
Create Action Plan Templates for Insurance Objects: You can create action plan templates for the Person Life Event, Milestone, Insurance Policy, Insurance Policy Coverage, and Claim objects. Use the action plan templates to capture repeatable tasks and automatically assign task owners and deadlines.
Create a Portal for Agents: Use the Insurance Agent Portal Lightning template to create a portal for your independent insurance agents. Key Insurance features and all Insurance Lightning components are available and fully functional in the Insurance Agent Portal template.
Create a Custom Account Record Page: To quickly create an Account record page, you can clone an existing one. After you create the page, you can modify it to give agents a customized view of their clients’ records.
Define Custom Link Texts for the List of Policies or Claims Link: Help insurance agents easily navigate to clients’ policies and claims. You can change the default link texts and craft custom link texts. For example, you can use localized labels to suit agents’ needs.
Customize the Insurance Agent Console Home Page: By default, the Insurance Agent Console app’s home page shows various performance metrics and report charts. You can choose which metrics and charts to show based on your users’ needs.
Show the Most Relevant Policy and Claim Details on the Policy Component: The Policies component shows policies and claims to help agents plan their day-to-day work, stay on top of their targets, and better serve their clients. You can choose which policy fields to show on the Policy component by customizing the Insurance Policies related list on the account page layout. You can choose which claim fields to show on the Policy component by customizing the Claims related list on the insurance policy page layout.
Expand or Collapse Policy Types by Default: On account record pages, policies are grouped by policy types. You can determine whether the policy types are expanded or collapsed when an account record page loads.
Filter Policies to See Only Inactive Policies: Insurance agents need insights on clients’ inactive policies to better serve them. To enable better client service, the Policy component shows all inactive policies.
Events and Milestones for Insurance: The Events and Milestones component shows life events for a person account or contact record page and business milestones for a business account record page. You can create event types and milestone types, activate or deactivate them, and make them unique. You can hide sensitive event types and milestone types, create contextual actions for events and milestones, and expire events or milestones that are no longer valid. You can change the default icons that represent the event types and milestones. Plus, you can choose the details your users see when they hover over an event or milestone.
Insurance Policies and Claims: Depending on the page it’s added on, the Policy component shows an account’s or household’s policies, claims, and other related details. You can add multiple instances of the Policy component on an account or household page and customize each instance to show a different set of information.
Choose an Option for Metrics Calculations for Multiline Policies: Include only parent policies or both parent and child policies in metrics calculations, depending on how premiums are populated for multiline policies. For example, if premiums are populated for child policies and also aggregated at the parent level, then include only parent policies in calculations. By default, metrics count policies and premiums at both parent and child levels.
Include Multi-Producer Policies in Metrics and Charts: Include policies with multiple producers in your calculations to ensure that metrics and charts show accurate policy and premium figures. By default, the policy-related metrics and charts include only the policies that are assigned to single producers.
Encrypt the Insurance Fields: Protect your policyholders’ sensitive information with Shield Platform Encryption. You can encrypt information about a range of events, milestones, insurance policies, claims, and related details with either probabilistic or deterministic encryption schemes.
Enable Policy and Claim Rollup-By-Lookup Summaries at Household Level: Add the provided rollup-by-lookup (RBL) summaries on the account household page layout to show total household policies, policy premiums, claims on policies, and claim amount paid by a policyholder’s primary household. Then activate the RBL rules to calculate the summaries.
Enable Policy and Claim Record Rollups at Household Level: To show insurance policies, claims, insurance policy participants, and claim participants as related lists at the household level, add Insurance Policies, Claims, Insurance Policy Participants, and Claim Participants as picklist values to the Rollup__c field on the Account Contact Relationship object. The Insurance Policies related list shows the policies where household members are primary insured (NamedInsuredId). The Claims related list shows the claims related to household members’ accounts.
Choose the Policy and Claim Details to Show on Hover: When you hover over a policy or claim on the Policy component, an expanded lookup card displays the key fields from the policy or claim record. You can customize the associated compact layout and choose the fields that you want to show in the expanded lookup card.
Map Insurance Policy Status Field Values to Inactive: Your users can choose from a variety of Status values on an insurance policy. Many of these values mean that the policy is inactive. For each of these Status values, select the Inactive checkbox to map the value to Inactive.
Give Agents a Consolidated View of Policyholders’ Life Events, Policies, and Claims: Give your insurance agents a 360-degree view of their customers’ life events or milestones, insurance policies, claims, and other important details. Start by cloning an Account record page or creating one. Then add the Policy and Events and Milestones components to the page.
Grant Users Access to the Portal: To access the features available in the portal, users need the Financial Services Community User permission set.
Give Users Access to the Insurance Agent Console App: Add user profiles to the Insurance Agent Console app to give users access to the Insurance Agent Console app. Insurance Agent Console helps agents and service reps track their performance and stay focused on their goals.
Set Up Insurance for Agentforce Financial Services: To enable Insurance for Agentforce Financial Services, clone an Account record page or create one, and add the Policy and Events and Milestones components to the page. Then activate the page and assign it to the Insurance Agent Console app, appropriate account and person account record types, and appropriate user profiles. Add the Insurance Agent Action Items component to the Insurance Agent Console Home page. Then give users access to the Insurance Agent Console app.
Edit Sharing Settings for Insurance Objects: You can control access to data at different levels. For example, you can control the access that a user has to objects by assigning object permissions. Within an object, you can control which fields a user has access to by using field-level security. You can control access to data at the record level by assigning sharing settings. Review the default sharing settings for Insurance objects and modify them based on your needs.
Show Policy-Related Details in an Enhanced Related List: In the Policy Standard Component, when you enable the Enhanced Related List option, you can now show up to 10 columns, resize and sort columns, perform mass actions, and wrap text in the related list of the policy. By default, the Policy component uses the Basic Related List type to show policies’ related list.
Show All Policies or Only Owned Policies: On a business account or person account page, by default, the Policy component shows only the policies that the client owns. It doesn’t show the policies in which the client is a participant. Similarly, on a household page, the Policy component shows only the policies that the household members own. It doesn’t show the policies in which household members are participants.
Show Related Records from Multiple Policy-Related Objects: Give insurance agents a comprehensive view of clients’ policies and claims. Financial Services Cloud enhancements show more detailed information. You can customize the Policy component to add an Insurance Policy Assets object as a related list for each policy record. Previously, you could add only the Claims object as a related list for policy records. The component displays the related records from these objects on separate tabs.
Give Users Access to Additional Objects and Functionality (Optional): Give agents access to the master list of coverage types. With access to this list, an agent can better sell policies and help customers with their existing policies. To let an agent handle many-to-many relationships between claims and cases, claims and assets, and assets and policy participants, enable many-to-many relationships. For example, when many-to-many relationships are enabled, an agent can handle multiple claims through one case or have multiple cases handling one claim. Unlock the capability to let multiple producers work on the same policy. A large commercial insurance policy typically requires a team of agents and service reps to work in tandem to manage the policy. After you enable these options, you can't disable them.
Use Custom Icons for Policy Types: You can change the default icon associated with a policy type. Upload an SVG file to replace the icon.
Work with Insurance for Financial Services Cloud: Discover the information you need and the customizations you can do to fine-tune the Insurance features to best suit the needs of your agents and service reps.
Work with Quick Actions on Policy Records: Insurance agents can accomplish different policy-related tasks without switching tabs. They can invoke standard and custom quick actions on policy records from within the Policy component.
View an Account’s or Household’s Claims History: Agents can use the All Claims link on the Policy component to view the claims associated with an account or household. The link shows all claims from all policies regardless of claim status or policy owner.
Enable Distributor Performance Management for Insurance: Help sales managers monitor individual distributor and producer performance with distributor performance metrics and reports. You can create a home page with the distributor performance dashboard and performance metrics to give sales managers consolidated performance summaries for their distributors.
Hide Policies’ Related Claims: Hide the claims list for policies that you don’t want to show or when you don’t have the data. For example, you can have two instances of the Policy component on the policyholder record page—one for your policies and another for your competitors' policies. Hide the claims list for competitors’ policies because it’s not relevant for your agents.
Set a Custom Title for the Policy Component: You can change the default title of the Policy component to a custom title that best indicates the information you choose to display.
Show a Policy’s Parent and Child Policies: Enable policy hierarchy to give agents easy access to a policy’s parent or child policies right from the list of policies on the client record page. It’s easier for agents to track policies with a hierarchical view available at a glance.
Filter Policies by Policy Record Type: When you add multiple instances of the Policy component on a page, you can show different details on each instance. For example, you can show a different set of policies on each instance by including or excluding policy record types. When you exclude a policy record type, those policies no longer appear in the list of policies or in any policy-related metrics on the Policy component.
Filter Policies by Policy Type: When you add multiple instances of the Policy component on a page, you can show different details on each instance. For example, you can show a different set of policy types on each instance by including or excluding policy types. When you exclude a policy type, those policies no longer appear in the list of policies or in any policy-related metrics on the Policy component.
Set Policy Type Order: You can customize the policy type display order on the Policy component. For example, you can keep the most popular or frequently used policy types at the top of the list. By default, policy types appear in alphabetical order.
Intelligent Document Reader for Agentforce Financial Services: Use optical character recognition to automatically extract data with Amazon Textract using your AWS account. Specify the document type that can be associated with the form, upload the form, and map the form’s fields to a Salesforce object’s fields. For example, you can specify that a customer’s asset amount in a bank statement must be stored in the Amount field of the account’s AssetsAndLiabilities record. The extracted information can be used to create or update record fields, or to verify data that's already in the org. For example, you can check a person’s birth date against the birth date in their scanned passport.
Sync Interactions with Einstein Activity Capture: Keep interactions data in Salesforce up to date, and prioritize interactions that drive deal flow. By using Einstein Activity Capture for Agentforce Financial Services, you can automatically sync events from connected email and calendar applications to Salesforce as interaction and interaction attendee records.
Share an Interaction: You can share a record from the Interaction Participants related list or by using the Manage Participants component.
Interaction Summaries: Capture and share interaction summaries. With Interaction Summaries, capture and manage detailed notes from meetings and conversations with customers or constituents. Share summaries with relevant stakeholders while maintaining compliance, and review past interactions to prepare for future engagements.
Interaction Summaries Editions and Permissions: Review the supported editions and permissions for Interaction Summaries. Then learn about how your product handles permissions and how to assign them.
View Account Interactions and Key Contacts: See at a glance the key contacts for an account, past account interactions, and details such as the users who have interacted with each contact and the total number of interactions.
Add Interest Tags to Interaction Summaries: Your users can add interest tags to interaction summaries. Instead of sifting through meeting notes to find relevant interactions, your users can filter interaction summaries by interest tags to quickly find the required interactions.
Explore Accounts Associated With an Interaction: Use the new Interaction Related Account junction object to view all accounts for an interaction. Interaction Related Account is a junction between Interaction and Account objects. For each interaction, based on the interaction attendee details, the new junction automatically captures all accounts participating in that interaction. Then you can associate a role for each account. For example, whether the account is Primary, Legal, or Audit.
Share an Interaction Summary: You can share a record from the Interaction Summary Participants related list or use the Manage Participants component.
Search Interaction Summaries: Add the Interaction Summaries component to the account page so that users can search for interaction summaries. They can search for a record based on the interaction summary title, meeting notes, next steps, or any custom text fields. The search engine uses the Salesforce Object Search Language (SOSL) to retrieve the search results.
Interest Tags for Agentforce Financial Services: Let your users add custom Interest Tags to client records to capture client needs, interests, and prospecting opportunities. Having clients' interests in mind during client interactions helps deepen relationships. Organize interest tags into tag categories, which group similar interest tags so that you can easily create reports and dashboards showing common themes and interests across clients.
Field Mapping for Issued Card: When you plan to migrate metadata and data for the Issued Card object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Know Your Customers: By using the Know Your Customer (KYC) data model, your users can perform identity verification, risk assessment, and screening checks of parties with ease. Parties can be accounts, contacts, or leads.
Enable Know Your Customer for Agentforce Financial Services: Use the Know Your Customer (KYC) data model to store information collected from a party during a KYC process. You can then use the data from Identity and Verification service providers or Screening service providers to verify the identity of the party or to perform various screening checks for the party.
Rep Assisted Loan Application for Digital Origination for Lending: Bankers can assist applicants complete their loan application by using the rep-assisted loan application process. Use Product Catalog Management to show bankers the loan products for which an applicant is eligible. Bankers can assist a client with a loan application process, view contextual information, and have access to relevant tasks by using Digital Origination Omnistudio components.
Agentforce Loan Product Assistance: Transform loan product inquiries by automating responses to common questions. Provide information on interest rates, terms, and available offers. Enhance customer satisfaction and enable loan officers to focus on complex financial discussions and relationship management.
Application Action Items for Digital Origination for Lending: Bankers can create an Application Action Item on the Application Form Product record page. The creation of an application action item triggers the Digital Lending: Assign Application Action Item flow that automatically assigns an application action item to another user on the flow orchestration work guide component. The assigned user can be a banker, underwriter, or loan applicant.
Approve or Reject a Loan Automatically: Create a decision matrix that automatically approves or rejects a loan application based on the applicant’s credit score.
Verify the DigitalLendingIsSTPApplication OmniScript: Speed up the loan application process by automatically approving a loan based on an applicant’s credit score. The DigitalLendingIsSTPApplication OmniScript shows the applicant a confirm offer page or a submitted offer page based on the result of the IsSTPApplication decision matrix.
Assign Business Deposit Account Intake Permissions: Assign the Digital Lending permission set to all users who need access to Business Deposit Account Intake. For admin access, clone the Digital Lending permission set and enable the Digital Lending Admin User system permission.
Configure Offers for Business Deposit Account Intake: Create a Product List Rate record with a list rate, a valid start date, and a valid end date. This record is used to surface a default offer on the offer screen during the business deposit account intake flow.
Create the Business Firm Documents Decision Matrix: Create the DepositBusinessFirmDocumentTypes decision matrix to automatically determine which firm-level documents the business must upload based on the selected product.
Create the Related Parties Documents Decision Matrix: Create the DepositRelatedPartiesDocumentTypes decision matrix to automatically determine which documents each related party must upload based on the selected product and party type.
Deploy the Business Deposit Account Discovery Framework Template: Deploy the pre-built template to set up a standardized, multi-step flow for business and related-party data collection, deposit validation, and disclosure consent. Customize the intake steps to fit your product requirements and activate the components to start onboarding business applicants.
Set Up Disclosure and Consent for Business Deposit Account Intake: Create the LendingDataUsePurposes decision matrix to automatically determine which disclosures and consents business applicants must review and accept based on the selected deposit account product. This matrix ensures consistent compliance and eliminates manual disclosure management across all business deposit account applications.
Create Document Types for Business Deposit Account Intake: Create Document Types to define the business and identity documents that applicants must upload during the account opening process. Defining these types makes sure that the document labels referenced in your decision matrices exactly match the records, preventing upload errors.
Configure Document Upload for Business Deposit Account Intake: Configure Document Types and decision matrices so the intake OmniScript presents the correct document checklist for both the business firm and each related party, based on the selected business deposit account product. This checklist ensures applicants upload the required business and identity documents to verify eligibility.
Configure Dynamic Picklist Values for Business Deposit Account Intake: Configure dynamic picklist values for key entities to control the options that applicants see in dropdown fields. This configuration makes sure that the intake Omniscript displays accurate, localized, and product-appropriate choices at each step of the business deposit account opening process.
Turn on Prerequisite Features for Business Deposit Account Intake: Business Deposit Account Intake relies on Salesforce features that power the end-to-end intake flow. Together, these components enable your financial institution to securely collect business and related-party data, verify identities, track application stages, and enable deposit intake journeys on self-serve portals.
Set Up and Manage Business Deposit Account Intake: Business Deposit Account Intake is a guided, multi-step digital intake flow that enables financial institutions to open deposit accounts for business customers—either through a banker assisted or through a self-serve channel. The Discovery Framework Omniscript powers the workflow intake, dynamically collecting and storing application information for the business entity and its related parties.
Product Attributes for Business Deposit Account Intake: Product attributes control how the Business Deposit Account Intake Omniscript behaves for each product. They determine the available funding methods, validate initial deposit requirements, and store proposal details. Configure these attributes in the Product Catalog to ensure the Omniscript launches, validates inputs, and generates offers correctly.
Create the Financial Services Cloud Sales Portal for Business Deposit Account: Set up a digital self-serve portal to let business customers discover deposit account products, compare offers, and submit applications at their own pace. This self-serve channel reduces the need for banker-assisted onboarding, helping your financial institution lower operational costs and onboard more business customers simultaneously.
Set Up Products for Business Deposit Account Intake: Prepare your product catalog to reflect the business deposit accounts your institution offers. Create products, such as business checking and business savings accounts, and configure their attributes. These configurations ensure the intake Omniscript run correctly, validates inputs, and surfaces the right offers.
Configure Sharing Settings for Business Deposit Account Intake: Configure object-level sharing settings so internal and external (Experience Cloud) users can access the records required by the business deposit account intake flow. Set the following entities to read access for both internal and external users.
Create Catalog Categories and Subcategories for Digital Origination for Lending: To organize and group products in your catalog, create catalog categories and catalog subcategories. You can assign products to more than one catalog category and subcategory. The Categories tab shows a hierarchical view of categories that can be expanded or collapsed to display or hide the catalog subcategories.
Create a Catalog for Digital Origination for Lending: A catalog is a collection of the products that you sell, organized into categories for easier findability. You must create a catalog before you create catalog categories and assign products to them. Use Product Catalog Management to create and manage your catalogs.
Define and Update Product Attributes for Digital Origination for Lending: Attributes capture the characteristics or properties of products. Define details such as attribute name, label, and data type when creating an attribute. Create Minimum Loan Amount, Maximum Loan Amount, and LoanTerm attributes and update the OmniScript Name attribute.
Assign and Edit Attributes in the Personal Loans Product Classification for Digital Lending: Product classifications hold a collection of attributes that describe the general properties of products. You can assign individual attributes to a product classification or a collection of attributes through attribute categories. Customize the default values to meet the needs of your company.
Create Loan Term Attribute Picklists for Digital Origination for Lending: Create loan term attribute picklist values of 12 Months, 24 Months, and 36 Months. A picklist represents all possible values for an attribute when an attribute can have multiple values. Users choose from one of these values when buying a product. You must define picklists before creating picklist attributes.
Create Offer Validity Attribute for Digital Origination for Lending: Use the OfferValidPeriod product attribute to configure the validity in days for an offer generated for a product. When the OfferValidPeriod attribute is configured for the product, the pricing engine uses the OfferValidPeriod attribute and populates the offer's valid start date and end date.
Create a Product for Digital Origination for Lending: Products are all the items and services that you sell to customers. Products can also be non-sellable. There are two types of products: simple products and bundled products. Simple products don’t have an associated product hierarchy while bundled products generally have one. Bundled products are a group of products that are sold together as one unit.
Customize the Co-Applicant Application: Customize the Role picklist values on the co-applicant screen. Use Apex Class to remove the picklist value Primary.
Collateral Management Lifecycle: Collateral management secures loans through proper appraisal, tracking, and ongoing management of financial assets. Lenders designate assets as collateral to calculate the Loan-to-Value (LTV) ratio and assess loan sufficiency, involving steps like establishing liens and conducting re-appraisals as needed. This process protects lender interests and facilitates the necessary funding for borrowers.
Collateral Management in Digital Origination for Lending: Collateral management in lending helps loan officers efficiently manage and track every aspect of collateral for secured loans and lines of credit. Manage the financial assets securing these loans or lines of credit. Loan officers gain the necessary information to make informed decisions and track asset changes over time.
Collateral Management Overview: Loan officers can make informed decisions and track party financial assets throughout their lifecycle. Declare one or more financial assets as collateral, oversee the appraisal process, and monitor insurance payments for the collateral.
Configure Dynamic Picklist Values for Financial Intermediaries: Customize data collection by mapping roles and attributes to intermediary onboarding forms. Configure picklist values on application form and party profile objects to categorize intermediary firms, identify personnel, such as Salesforce admins and loan processors, and capture geographic data.
Configure the Financial Intermediary Experience Cloud Template: Create a secure, branded site for your intermediary firm with the Financial Intermediary Portal template in Experience Cloud. Provide dedicated pages for firm registration, employee onboarding, and loan application intake. Configure site membership and public access for unauthenticated guest users to control navigation and security settings.
Set up an Integration to Get Credit Score History from Equifax: Integrate your Salesforce org with Equifax to access consumer credit history by using the integration definition template. Set up provider operations to obtain credit history as a JSON response or a PDF document.
Create Custom Metadata Type for Equifax Integration: Create a custom metadata type, which defines the form of the application metadata. Store and manage key configuration parameters for the Equifax integration using a custom metadata type.
Create Stage Definitions from Financial Intermediaries Templates: Orchestrate the partner lifecycle by creating stage definitions for intermediary firm and employee onboarding. Map transitions and automate progress from registration to approval. Use prebuilt templates to standardize workflows, or add custom logic to meet compliance requirements.
Digital Origination Data Model: The Digital Origination data model defines the objects and relationships that support the loan origination lifecycle, from applicant intake through underwriting and contract generation.
Deploy Discovery Framework Sample Template for Digital Origination for Lending: Build a loan application process by using the Discovery Framework sample template for Digital Origination for Lending. Customize prebuilt components to capture essential data for both secured and unsecured loan applications. The assessment questions within the template integrate into Omnistudio to provide a guided user experience within your custom sites or apps.
Assign Retail Deposit Account Origination Permissions: Assign the Digital Lending permission set to all users who need access to Retail Deposit Account Origination. For admin access, clone the Digital Lending permission set and enable the Digital Lending Admin User system permission.
Create a Decision Matrix to Configure Document Upload for Retail Deposit Account Origination: Create the LendingDocumentTypes decision matrix to automatically determine which supporting documents a primary applicant or co-applicant must upload based on the selected deposit account product. This matrix eliminates manual document checklist management and ensures consistent compliance across all applications.
Deploy the Retail Deposit Account Discovery Framework Template: Deploy the pre-built template to set up a standardized, multi-step flow for applicant data collection, deposit validation, and disclosure consent. Customize the intake steps to fit your product requirements and activate the components to start onboarding applicants.
Set Up Disclosure and Consent for Retail Deposit Account Origination: Configure Data Use Purposes, Authorization Forms, and a Decision Matrix to manage applicant consent during the deposit account opening process. This configuration makes sure that the intake Omniscript presents the correct disclosure text to each applicant type and accurately records their consent.
Create a Document Category Document Type for Retail Deposit Account Origination: Create Document Category Document Types to define the identity and supporting documents that applicants must upload during the deposit account opening process. Defining these types ensures that the document labels referenced in your decision matrix exactly match the records in your org, preventing upload errors.
Document Upload Configuration for Retail Deposit Account Origination: Configure Document Category Document Types and a decision matrix so the intake Omniscript presents the correct document checklist to each applicant type based on the selected deposit account product. This checklist ensures applicants upload the required identity and supporting documents to verify their eligibility.
Configure Dynamic Picklist Values for Retail Deposit Account Origination: Configure dynamic picklist values for key entities to control the options that applicants see in dropdown fields. This configuration ensures that the intake Omniscript displays accurate, localized, and product-appropriate choices at each step of the deposit account opening process.
Enable Prerequisite Features for Retail Deposit Account Origination: Retail Deposit Account Origination relies on several Salesforce features to power the end-to-end intake flow. Together, these components enable your financial institution to securely collect applicant data, verify identities, track application stages, and provide self-serve portals.
Set Up and Manage Retail Deposit Account Origination: Retail Deposit Account Origination is a guided, multi-step digital intake flow that enables financial institutions to open retail deposit accounts for customers—either through a bank representative or through a self-serve channel. The Discovery Framework Omniscript powers the workflow intake, dynamically collecting and storing application information.
Product Attributes for Retail Deposit Account Origination: Product attributes control how the Deposit Account Origination intake Omniscript behaves for each product. They determine the available funding methods, validate initial deposit requirements, and store proposal details. Configure these attributes in the Product Catalog to ensure the Omniscript launches, validates inputs, and generates offers correctly.
Create the Sales Portal for Retail Deposit Account: Set up a digital self-serve portal to let customers discover deposit account products, compare offers, and submit applications at their own pace. This self-serve channel reduces the need for agent-assisted onboarding, helping your financial institution lower operational costs and onboard more customers simultaneously.
Set Up Products for Retail Deposit Account Origination: Prepare your product catalog to reflect the deposit accounts your institution offers. Create products, such as savings and checking accounts, and configure their attributes. These configurations ensure the intake Omniscript launches correctly, validates inputs, and surfaces the right offers.
Digital Origination for Lending Essentials: Digital Origination provides banks and financial institutions with a comprehensive platform for consumer lending. It's an end-to-end loan origination solution that helps streamline the application intake, underwriter review, and disbursement processes for loan types such as home, auto, and personal loans.
Disclosure and Consent for Digital Origination for Lending: To set up consent and disclosure, create a Business Rules Engine decision matrix to automate the decision-making process that defines the reason for collecting customer consent and disclosure.
Create a Decision Matrix for Disclosure and Consent in Digital Origination for Lending: Customize the Authorization Form Text to show to clients on the Disclosure and Consent section of their loan application. A decision matrix matches input values to a table row and returns the row's output values. Create a decision matrix with the input columns for Product Id, ApplicantType, and Level, and an output column for DataUsePurpose.
Disclosure and Consent for Financial Intermediaries: Establish compliance during registration by configuring authorization forms and consent text for intermediary partners. Provide transparent terms regarding identity verification and fraud prevention to build trust and meet legal requirements.
Document Management for Digital Origination for Lending: Collect and organize the documents that applicants must submit during loan origination. Request specific documents, such as proof of identity or income, based on the applicant's profile and the loan product. To automate this process, set up document types, document categories, and a decision matrix.
Document Management for Financial Intermediaries: Manage and track all required documentation for Intermediary firm onboarding. Configure document checklist items, document types, and document categories to organize files. Use document category document types to structure these requirements.
Document Categories and Document Types Required for Financial Intermediaries: Streamline intermediary firm verification by establishing a framework to collect and categorize compliance records. Configure document types and categories to associate files, such as business licenses, with onboarding requirements. Use the document category document type mapping to automate intake and accelerate due diligence.
Turn On Financial Intermediary Center for Digital Origination for Lending: Extend Digital Origination to start loan origination through intermediary channels. Manage third-party intermediaries through dedicated digital channels. Use this feature to configure secure portals and sharing rules for partners to submit and track loan applications.
Example Consent Configuration for Intermediary Employee Onboarding: Mitigate legal risks and make sure that every staff member operates within the governed framework of your financial institution's confidentiality and compliance standards. Authorization forms and data use purposes capture consent from intermediary employees for regulatory and confidentiality terms during onboarding. These records track employee agreements for data protection, conflict of interest, and legal compliance policies.
Customize an Experience Cloud Page for Financial Intermediaries: Deploy a customized Experience Cloud site by using the Financial Intermediary Portal template. Intermediaries can independently register their firms, upload compliance documents, and provision staff to eliminate manual administrative tasks. Use a centralized platform for loan origination and status tracking to accelerate partnership processes.
Guest User Access for Digital Origination for Lending: Enhance the self-service loan application experience by specifying the level of access that guest users have to your loan products. Applicants can have visibility to the Home Page, Product List Page, and Product Detail Page components without setting up an account.
Set Up Guest User Product Information: Set up sharing settings for product information. Create sharing rules that grant access to guest users who don’t have login credentials.
Customize an Experience Cloud Page for Digital Origination for Lending: Use Salesforce Experience Cloud to create branded digital experiences to share information and collaborate with people who are key to your business processes, such as customers, partners, or employees. As a portal, help forum, support community, and so on, an Experience Cloud site serves as a notable place to connect with the important folks in your life.
Financial Intermediary Center for Digital Origination for Lending: Financial institutions often depend on costly custom solutions or inefficient manual processes, such as email, to manage intermediary firm applications. The Financial Intermediary Center for Digital Origination addresses these issues by offering a standardized solution for onboarding and loan intake.
Financial Intermediary Center Basics: The Financial Intermediary Center for Digital Lending offers a standardized solution for lenders to digitize the lifecycle of third-party intermediary relationships. Intermediaries originate loans and manage their staff through a secure portal. Lending institutions use automated stage orchestration to oversee compliance and due diligence.
Deploy the Financial Intermediaries Discovery Framework Template: Accelerate intermediary network expansion with the Financial Intermediary template for Digital Lending. Use Discovery Framework and Omnistudio to streamline onboarding for intermediary firms and employees. Customize guided forms to manage compliance, automate approvals, and grant role-based access.
Financial Intermediary Onboarding Journey for Digital Origination for Lending: The Financial Intermediary Onboarding Journey digitizes the third-party partnership lifecycle, from intermediary firm user registration and due diligence to employee provisioning. After approval, intermediaries use a secure portal to originate loans and collaborate with lenders on documents. Use this workflow to replace manual processes with automated orchestration for a transparent, compliant path to loan production.
Update the Financial Services For Partner Community Login Permission Set: Grant external partners access to digital lending records by customizing the Financial Services for Partner Community Login permission set. Define permissions that let intermediary employees manage onboarding applications, upload documentation, and complete assessment questions.
Download and Implement Digital Origination for Lending Sample Data: Implement the Digital Origination for Lending Sample Data stored in the GitHub repository. A GitHub repository (sometimes called a repo for short) stores project work files — code, text, images, and so on.
Group Collateral For Multiple Loans: Pledge a single financial asset as collateral for multiple loans within Digital Lending. This process enables the review and reuse of existing assets for subsequent application forms.
Loan-Related Integrations for Digital Lending—India: In the loan origination process, integrating with external service providers is essential for performing various verifications and checks, such as Aadhaar authentication, PAN authentication, bank account verification, and employment verification. To connect with external service providers, Digital Lending—India offers integration pre-processing templates in the form of integration definitions, integration procedures, and Omnistudio Data Mappers.
Set Up an Approval Process for Party Profile and Application Form Records: To automate the review of the party profile and application form records that were created for onboarding the loan applicants, create approval processes. Use the approval processes to specify the sequence of steps that are necessary to approve a record.
Prepare Your Lending Teams for Digital Origination: To maximize your lending teams' productivity, set up essential features that support loan origination workflows. Configure product catalogs, pricing procedures, and qualification rules so loan officers can process applications and make lending decisions.
Turn On Digital Origination Initial Setup: To help your lending teams work with loan origination tools, set up Digital Origination with Digital Origination Initial Setup.
Initiate an Intermediary Partnership Application: Establish a partnership with your lending institution by initiating the onboarding process in the intermediary portal. The relationship manager provides intermediary firm details such as employee profiles, and regulatory documentation. Accelerate the transition from applicant to authorized partner and capture compliance data for lender review.
Loan Calculator Formula Reference: Understand how Digital Lending calls payment calculation functions to project loan costs and repayment schedules. Verify the repayment calculations for financial accuracy and compliance. Use these calculations to validate loan projections and explain interest savings or tenure reductions to borrowers.
Loan Calculator for Digital Origination for Lending: Help applicants with basic calculations on common loan types, such as mortgages, student loans, and personal loans by adding the loan calculator to any phase of the loan application journey. Clients can find how much they can afford to borrow based on their income, expenses, and other factors. Clients, whether they’re first-time home buyers or owners of multiple investment properties, can use the loan calculator to quickly calculate their loan payments and view their amortization schedule, payment, and interest rates.
Set Up the Loan Calculator: Add the DigitalLendingLoanCalculator Flexcard to any phase of the loan application journey so that agents and applicants can calculate the loan details.
Loan Product Assistance: Use the Loan Product Assistance template in Agentforce Service to help borrowers quickly get answers about loan products, interest rates, and offers. Enhance customer satisfaction, increase loan volume, and reduce the workload for loan officers.
Manage the Intermediary Lifecycle in Digital Origination for Lending: Register your brokerage by providing business credentials, contact information, and administrator details. The lending institution uses this information to perform due diligence and identity verification before granting access to the partner portal. After approval, the administrator manages the firm's profile and gives employees access to start loan origination.
Onboard Intermediary Employees to the Intermediary Portal: Initiate an onboarding request to provide staff access to the lending portal. Assign roles, such as loan originator or loan processor, to grant permissions based on responsibilities. Submit employee details to trigger an automated flow. Your employees then log in, complete their profiles, and collaborate on loan applications.
Origination Worksheet for Digital Origination: Calculate and analyze financial data such as income, expenses, liabilities, and cash flow directly on a record. Your relationship managers, together with underwriters, credit analysts, or credit officers, can price and evaluate loan applications without leaving Salesforce.
Set Up Origination Worksheet: Create a worksheet definition and configure rows, cells, and formulas to support your lending business rules. Then add the worksheet to a record page so your relationship managers, together with underwriters, credit analysts, or credit officers, can use it.
Turn On Origination Worksheet: Build reusable calculations and business logic for origination products. Define dynamic, configurable calculations one time and apply them across multiple origination scenarios.
Set Up and Manage Digital Origination for Lending: Digital Origination for Lending supports the full lending lifecycle for loan origination of multiple products across different channels through a unified loan origination platform. Create a loan origination process that suits the needs of your clients, both self-serve and rep-assisted. Digital Origination harnesses the power of Agentforce Financial Services and common industry features, to offer a platform that serves as both the point-of-sale and loan origination system.
Update the Partner Community Login Profiles for Financial Intermediaries: Establish a security foundation for intermediaries by configuring the Partner Community Login profile for financial intermediaries. Grant permissions, such as Discovery Framework and Omnistudio, to let intermediary employees use guided Omniscripts for registration and loan intake. Align profile settings with object functionality to let intermediaries manage business processes in your Experience Cloud site.
Add Pricing Elements to the Pricing Procedure for Digital Origination for Lending: Pricing elements are the building blocks of a pricing procedure. Add an element to create a step in the pricing procedure. Use the Pricing Setting, List Price, and Price Adjustment Matrix elements to form logical steps in the pricing procedure for Digital Lending.
Pricing for Digital Origination for Lending: Generate a loan offer for your applicants with pricing for Digital Origination for Lending. Define how price discounts are applied to your lending products using Product Configurator or Salesforce Pricing.
Use Case Example Pricing for Digital Origination for Lending: Learn how to generate loan offers for borrowers and apply price discounts to products. This includes reviewing a customer scenario for a personal loan application and understanding the setup process.
Set Up Pricing for Digital Origination for Lending: Assign pricing permissions, create Product List Rate records, Rate Adjustment by Credit Score object and records, and Decision Tables for Product List Rate and Credit Score Based Adjustment Decision Table.
Salesforce Pricing for Digital Origination for Lending: Salesforce Pricing is a comprehensive pricing solution. Users can create customized price adjustment methods that define how discounts are applied to your products and services. Use pricing procedures to price retail, wholesale, service, and rate-based lending products. Use pricing procedures to create formulas for calculating the final net price, and provide complete visibility into the pricing calculation process.
Update the Price Recipe for NGPDefaultRecipe: Update pricing recipes and associate data from selected Digital Lending objects with lookup tables. Salesforce Pricing gives users a predefined pricing recipe along with standard lookup tables used to create pricing procedures. Add the ProductListRateDT, CreditScoreBasedAdjustmentDT, and TermBasedAdjustmentDT lookup tables to the NGPDefaultRecipe pricing recipe.
Create a Product List Rate Decision Table: Decision tables are complex lookup tables that read business rules with multiple inputs, and return multiple outputs for the records in your Salesforce org, or for the values that you specify. Rules are records in a standard object, a custom object, or a custom metadata type.
Create Credit Score Based Adjustment Decision Table: Decision tables are complex lookup tables that read business rules with multiple inputs, and return multiple outputs for the records in your Salesforce org, or for the values that you specify. Rules are records in a standard object, custom object, or a custom metadata type.
Create Rate Adjustment By Credit Score Object: Create a Rate Adjustment By Credit Score custom object that represents the adjustments to list rates based on the client’s credit score.
Create Rate Adjustment By Term Object: Create a Rate Adjustment By Term custom object that represents the adjustments to list rates based on the loan term.
Create Rate Adjustment By Term Records: Create the Rate Adjustment By Term records that meet the needs of your company. The records represent the adjustments to list rates based on the loan term.
Create a Term-Based Adjustment Decision Table: Decision tables are complex lookup tables that read business rules with multiple inputs, and return multiple outputs for the records in your Salesforce org, or for the values that you specify. Rules are the records in a standard object, custom object, or a custom metadata type.
Update Omnistudio Components to use Salesforce Pricing for Digital Origination for Lending: The Omnistudio components use Product Configurator by default. To use Salesforce Pricing, update DigitalLendingApplicantIntake and DigitalLendingApplicantIntakeSecured Omniscripts to call the DigitalLendingViewOffer Omniscript, and update the DigitalLendingConfirmOffer and DigitalLendingConfirmOfferAAE Flexcards to call DigitalLending_PricingEngineFinalOffer Integration Procedure.
Product Configurator in Digital Origination for Lending: Customize loan product attributes that are dynamically adjusted and show applicants real-time product offers. Use the intuitive user interface of Product Configurator to select the right options for your loan products. View product details such as attributes, pricing, and purchasing options. Show complex loan offers to your customers efficiently.
Generate Pricing Based on Credit Score: Use the Product Configurator to show applicants customized credit score, product attributes, and generate pricing based on applicant needs.
Turn On Price Impacting and Hidden for Credit Score Attribute: Set a credit score attribute definition to dictate the price of a product and hide the attribute from the applicants at run time. Hide the credit score attribute so that the applicant can't input a credit score value. Retrieve the applicant's credit score from the party credit profile object on the DigitalLendingProductConfigurator Omniscript.
Generate Pricing Based on Loan Amount: Use the Product Configurator to show applicants the customized product attributes and generate the pricing based on applicant needs.
Generate Pricing Based on Loan Term: Use Product Configurator to show applicants customized loan term product attributes and generate the pricing based on their selected loan term.
Pricing Procedure for Product Configurator in Digital Origination for Lending: With Pricing Procedure Builder, transform your established pricing policies into pricing procedures. These procedures are customizable stacks of pricing elements that are arranged in a specific sequence. They’re used to calculate the final net price of a product. Pricing elements call appropriate lookup tables to perform the pricing calculations. This structured approach makes sure that the final net price of a product is determined efficiently and accurately, reflecting the strategic pricing goals of the company.
Add Pricing Elements to the Pricing Procedure: Pricing elements are the building blocks of a pricing procedure. Add an element to create a step in the pricing procedure. Use the Pricing Setting, List Price, and Price Adjustment Matrix elements to form logical steps in the pricing procedure for Digital Lending.
Qualification Rules in Digital Origination for Lending: Use qualification rules within Product Catalog Management to display only eligible loan products or product categories to users. These rules can qualify or disqualify loan products and categories based on criteria such as applicant location, income, or member SLA (Gold/Platinum/Silver) for specific products. Use validation rules to make sure that loan products have a valid configuration and are compatible with other offerings. These rules validate product attributes. Exclusion rules prevent users from selecting conflicting loan products, while requirement rules guarantee that interdependent products are always chosen together.
Set Up Context Definition for Digital Origination for Lending Qualification Rules: Simplify the sharing and consumption of business application data using Context Service. To run qualification rules, turn on context definition and configure it following the steps. This lets you use the qualification APIs and APEX Implementation.
Create a Qualification Procedure Expression Set for Digital Origination for Lending: Create two Qualification Procedure Expression Sets that execute qualification rules on products through Context Definition. One runs Agent (User object) based qualification and another runs Customer Community User (Person Account object) based qualification rules.
Register an Intermediary Firm: Provide business credentials and intermediary admin details to register onboard employees. The lending institution performs due diligence before granting access to the intermediary portal. Upon approval, the designated intermediary admin can manage the firm's profile and provision access for employees.
Set Up Secure Self-Service Loan Assets for Digital Origination: Set up the Application Form Seller Item and Party Financial Asset objects for secured loans. Customize the values in the Type picklist that show additional product details and assets to an applicant.
Complete a Loan Application: Complete a loan application during a time that’s convenient for you by using the Digital Lending self-serve experience.
Self-Service Loan Application for Digital Origination: Apply for a loan during a time that’s convenient for you by using the Digital Origination self-service loan application process. Create a profile, browse loan products, and start, pause, and complete a loan application at a time that’s convenient. Minimal interaction with bankers at a financial institution and simple steps help you complete a loan application quickly and easily. After your loan application is submitted, review a loan summary and complete the action items assigned by a banker to complete the application process.
View Loan Details with Loan Calculator: Identify the overall financial contribution to a loan by viewing the loan terms and interest rates in Loan Calculator. For example, in the easy-to-use Loan Calculator, clients can update the loan amount, loan term, and interest rate to view the monthly payment, principal, and interest rate. They can customize the values in the loan calculator view and compare the total loan amount, principal, and interest paid over the loan term.
Set Up Document Types for Financial Intermediaries: Establish a verification framework for your intermediary network by defining document requirements for firm and firm employees. Configure document types to track and validate credentials, such as identification, professional licenses, and financial statements, for regulatory compliance.
Set Up Experience Cloud Sharing for Financial Intermediaries: Secure your partner portal and grant guest access by configuring criteria-based sharing rules for onboarding assets. These rules let unauthenticated guest users interact with Discovery Framework and Omnistudio components, such as registration forms, without compromising security. Target unique developer names to give intermediaries the permissions to start onboarding.
Set Up Digital Origination for Lending: Set up the foundation for Digital Origination for Lending. Assign permissions, turn on features, configure prerequisites, and deploy sample data and OmniStudio resources.
Create an Apex Class CDSUtil: Add a step that runs an Apex class when the stage transitions from Intake to Submitted by running a Flow. The business logic run after a stage transition is built into the Apex class, and a Salesforce Flow calls the Apex class.
Create an Apex Class CDSCacheHelper: This Apex class creates a mapping from the participant role name to the participant role ID and from the participant group name to the participant group ID.
Set Up Compliant Data Sharing for Stage Management Digital Origination for Lending: Admins and compliance managers can use Compliant Data Sharing to configure advanced data sharing rules, so that they can improve compliance with regulations and company policies. They can control and monitor what data gets shared with whom, without writing complex code.
Create Decision Matrix for Digital Origination for Lending: A decision matrix matches input values to a table row and returns the row's output values. Expression sets and various digital procedures can call decision matrices. Decision matrices accept JSON input from, and return JSON output to the digital processes that call the matrices. Decision matrices are useful for implementing complex rules in a systematic, readable manner.
Example: Stage Management Plan for Application Form: Define stages for the application form product object for unsecured loans. Use Stage Management to configure conditions for record transitions. Specify actions for when the record reaches a stage.
Stage Management for Digital Origination for Lending: Use Stage Management to automate and manage business process stages and gain control over the record stage progress. For Digital Origination for Lending, it restricts the Stage field values on an Application Form Product, allowing only defined transitions. You can offer applicants customizable actions after each transition. Define stage transition criteria on the Application Form Product object and create a transition plan for each process stage. Following each transition, Compliant Data Sharing participant records are created and updated to manage user visibility levels throughout the application process.
Set Up Stage Transitions for Digital Origination for Lending: Activate the Digital Lending Stage Management stage definition. Stage transitions specify the criteria and conditions to facilitate the transition between the business process stages. Use stage transition to configure the movement from one stage to another.
Underwriter Console in Digital Origination for Lending: Use Underwriter Console to give underwriters easy access to the loan application details so that they can make informed decisions. Underwriters can get a consolidated view of a submitted loan application on the application form product record page. Users view and edit assets, liabilities, and collateral details, assign action items, confirm pricing, verify integration results, such as Know Your Customer and credit checks, and approve or reject an application.
Digital Origination Billable Usage Types: Usage of certain Digital Origination (formerly Digital Lending) features impacts your event credit consumption. For more information on how usage is billed, refer to your contract or contact your account executive.
Meeting Concierge: Meeting Concierge brings the advisor-client meeting lifecycle into a single interface, from preparation through post-meeting follow-up. It eliminates the need for financial advisors to switch between calendars, note-taking tools, and custodian systems to prepare for, conduct, and follow up on client meetings. Powered by Agentforce, it provides AI-generated meeting prep summaries, and automated follow-up drafts, giving advisors more time to spend with clients.
Meeting Concierge Resources: Find the prompt templates, action plan templates, flows, and Lightning components included with Meeting Concierge. Use this reference when configuring a playbook from scratch or customizing an existing one.
Set Up Meeting Concierge: Assign permissions, set up Einstein Generative AI, and configure your calendar sync. Optionally, create Prompt Templates and Action Plan Templates to customize Meeting Concierge to your business needs.
Create a Meeting Concierge Playbook: Create a Meeting Concierge playbook from a preconfigured template or from scratch by defining your own stages, configuring components, and selecting prompt templates and action plan templates for each stage.
My Activities Dashboard: Optimize your customer outreach by analyzing the types of activities that you spend time on, including calls, emails, and other interactions. Evaluate the effectiveness of your efforts by comparing your time allocation against the value of your customer portfolio for efficient focus. Monitor all recent and historical activity trends and detailed logs to ensure timely follow-up and balanced customer service across all accounts.
My Book of Business Dashboard: Get a complete view of your book of business with a summary overview that compares performance across month, quarter, and year. Analyze your product portfolio mix and monitor net inflows and outflows to understand how your clients' assets are moving. Track commission and fee earnings to measure the financial impact of your advisory work and identify opportunities for growth.
My Clients Dashboard: Prioritize your client relationships by identifying clients at risk of attrition due to withdrawn funds, market losses, or open cases. Analyze your top clients by wallet share and relationship tenure, and explore client demographics by net worth and geography to focus your outreach effectively. Track goal progress across your book to ensure every client stays on course and receives the attention they need.
My Customers Dashboard: Analyze customer performance and prioritize engagement by quickly spotting customers at risk of attrition, with recent withdrawals, or open cases. Evaluate total balances, withdrawal trends, and case counts to maintain a holistic view of customer health and service needs. Identify top customers and key demographic segments to better understand your portfolio's composition and focus high-value relationship management efforts.
My Households Dashboard: Manage your client relationships at the household level to gain a complete picture of each family's financial engagement with your practice. Identify your top households by wallet share and relationship tenure to prioritize your highest-value connections. Explore household demographics by AUM (Account Under Management) category and size to better understand your book and uncover opportunities for deeper engagement.
My Referrals Dashboard: Maximize your referral network and monitor conversion rates and total balances. Identify top-performing recipients and high-interest products. Use trend analysis to streamline your pipeline and filter by date or rating to focus on what matters most.
Omnistudio for Agentforce Financial Services: Use Omnistudio to create guided interactions and other rich user experiences without code. You can even create applications and workflows using data from Agentforce Financial Services and from external sources.
Field Mapping for Party Financial Asset Additional Owner: When you plan to migrate metadata and data for the Party Financial Asset Additional Owner object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Party Financial Asset: When you plan to migrate metadata and data for the Party Financial Asset object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Party Financial Liability: When you plan to migrate metadata and data for the Party Financial Liability object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Field Mapping for Party Fincl Liability Addl Borrower: When you plan to migrate metadata and data for the Party Fincl Liability Addl Borrower object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Agentforce Financial Services Printed Resources: In addition to online help, Agentforce Financial Services has guides to help you learn about and successfully administer your Agentforce Financial Services features.
Process Compliance Navigator: Make sure that your company follows internal policies and meets regulatory requirements and industry standards by using Process Compliance Navigator.
Provide Applicant Details: To provide applicant details for Know Your Customer (KYC) verification, complete the assessment form that’s created for each applicant. The assessment form collects information such as primary information, address details, employment details, the services that the applicants are requesting, and more.
Provided Mortgage Standard Flow Templates: The mortgage standard flow templates are based on the U.S. Uniform Residential Loan Application released in February 2019. The flows walk loan officers and borrowers through the application process for a residential loan application record in three flows. Other flows provide a loan summary view and allow borrowers to launch a mortgage flow for generic help (create a case).
Intelligent Referral Management for Financial Services: Referral Management for Financial Services is a structured workflow that enables client-facing employees to capture, route, and act on referral opportunities directly within Salesforce. Use dynamic intake forms to collect referral information through a guided and structured experience. Automatically route referrals to the right specialist by using declarative assignment rules. Create referrals directly from a meeting playbook to capture client needs while the context is still fresh.
Configure a Meeting Playbook Definition to Include Create Referral Action: Learn how to create a meeting playbook definition, and configure the Create Referral action. This action triggers a flow that automatically extracts insights from your meeting notes, and prompts your users to create a referral if the meeting notes indicate a cross-sell or referral opportunity.
Considerations for Using Referral Management in Financial Services: Keep in mind these considerations and best practices for creating referral intake configurations, creating assignment rules, and enabling org settings to ensure a seamless referral creation and routing experience for your users.
Create Key-Value Based Referral Assignment Rules: Create referral assignment rules by defining logical conditions that are built from direct field-level comparisons. Define rule entries and set their evaluation order so that the assignment engine assigns each referral to the first matching entry and stops evaluating.
Create Referral Assignment Rules with Expression Sets: Create a referral assignment rule by using a Business Rules Engine expression set to evaluate complex, multi-condition routing logic. Use expression sets when your assignment criteria depend on decision matrices, calculated thresholds, or multi-tiered rules.
Example Usecase to Create an Expression Set for Referral Assignments: Learn how to create Business Rules Engine expression sets and decision tables. This example walks you through creating a decision table, building expression set logic, simulating outcomes, and mapping outputs to route high-net-worth referrals to sales specialists.
Create and Activate a Referral Intake Configuration: Create and activate a referral intake configuration to design a guided, multi-step, multi-section intake form that controls how referral information is collected from users. Define the steps, sections, fields, and conditional logic that shape the form experience, so that when a user creates a referral, the intake form is dynamically rendered based on your configuration.
Create Referrals for Financial Services: Create a referral to connect a client's financial need with the right specialist. You can create a referral from a list view, a record page, or the Post-Meeting Follow-Up tab in a meeting playbook to capture client needs immediately after a meeting.
Turn On Dynamic Referral Creation Form: Turn on the Dynamic Referral Creation Form setting to replace the New Referral default action behavior with a guided, dynamic intake form experience.
Editions and Permissions for Referral Management: Review the supported products, editions, and permissions for Intelligent Referral Management. Then learn how your product handles permissions and how to assign them.
Turn On Route Referrals Using Assignment Rules: Turn on the Route Referrals Using Assignment Rules setting to evaluate active assignment rules and automatically route submitted referrals to the right specialist. If this setting isn't turned on, referrals are assigned to the record owner by default.
Turn On Context Definitions: Context definitions ensure efficient data access at every step of the process. A context definition defines the relationship between the nodes and the attributes within each node. Your users can use nodes and attributes to easily access the relevant data from the mapped data source. A referral intake configuration data is mapped to a context definition.
Enable Know Your Customer: To use Party Profile fields in your referral intake configuration, enable Know Your Customer in Setup. The Party Profile object appears for you to choose in a section only when this setting is turned on.
Referral Management Overview: Learn about the key components of Referral Management in Financial Services, such as referral intake configurations and assignment rules. Discover how a referral intake configuration renders dynamic intake form at runtime to guide users through the referral submission process.
Set Up Referral Management for Financial Services: Set up Referral Management to give your organization a streamlined, intelligent referral experience. Enable org preferences to activate dynamic intake forms and automatic referral routing, create referral intake configurations to design guided, line-of-business-specific intake forms, and configure assignment rules to ensure every referral reaches the right specialist automatically.
Set Up Referral Assignment Rules: Automatically route incoming referrals to the right specialists to ensure timely follow-up. Select an assignment rule engine before you create rules.
Turn On Auto-Populate Referrer Details: Turn on the setting to populate referrer details automatically, such as name, email, and phone number, in referral intake forms. When turned off, referrer fields remain blank unless the user manually enters the details.
Get Started with Intelligent Referral Management: Discover how Intelligent Referral Management transforms the way wealth advisors refer clients to specialists, replacing manual email handoffs with a guided, automated process.
Relate a Contact to a Client or Household (Managed Package): Add a lawyer, accountant, or other professional as a related contact. If the business contact is new, create a business account for the contact—every contact belongs to an account in Salesforce. Then associate the contact with a client or household by creating a contact for the business account.
Review the Application Form Status: When the stage of the party profile record is Completed, the applicant record that’s associated with the party profile record is set to Approved. When all the applicant records are approved, the application form record that’s associated with the applicant records is set to Approved.
Configure Run My Day Insight Cards: Add groups, insight cards, and actions to a Run My Day definition to control which prioritized alerts advisors see and what actions they can take.
Use Run My Day: View prioritized daily alerts and take action from Run My Day.
Run My Day: Give financial advisors a home page that shows their daily meetings, prioritized alerts organized by category, and actions they can take directly from the page.
Set Up Run My Day: Assign permissions, install the required data kit, create a Run My Day definition, and add the Run My Day components to a Lightning home page.
Field Mapping for Securities Holding: When you plan to migrate metadata and data for the Securities Holding object from the Agentforce Financial Services managed package to the standard data model, refer to the field mapping.
Customize the Case Origin for Banking Service Customer Assistance in Slack: The Create Case action in the Banking Service Employee Agent subagents for Slack sets the Case Origin to Phone. To show Slack as the origin on these cases, add Slack to the Case Origin picklist, and then update the Data Mappers, Integration Procedures and Flows to pass Slack in the case origin payload.
Customize the Case Origin for Banking Service Customer Assistance in WhatsApp: The Create Case action in the Banking Service Customer Assistance in WhatsApp subagents sets the Case Origin to Phone. To show WhatsApp as the origin on these cases, add WhatsApp to the Case Origin picklist, and then update the Data Mappers and Integration Procedures to pass WhatsApp in the case origin payload.
Clone and Activate the Address Update Salesforce Flow: Use the Address Update Salesforce Flow Orchestration to show your users step-by-step instructions to submit an address update for a client. You can customize the flow to meet your business needs.
Required OmniScript Components for Address Update Service Process: Check that the required components are in place in Salesforce to support Address Update Service Process. The Address Update OmniScript calls the following Integration Procedures, Omnistudio Data Mappers, FlexCards, LWCs (Lightning Web Components), and Apex classes.
Create Address Update Action: Create an action launcher deployment that uses the service process template to give your users quick access to the Address Update OmniScript. If you have an existing action launcher deployment, add the Address Update OmniScript to it.
Add Data Attributes to Store Address Update Data: Optionally, create data attributes to store information from a client. The Address Update service process has predefined data attributes. You can create more as needed to meet the needs of your business.
Create a Decision Matrix Set: Create a decision matrix and add your address update service process name and document types. The Address Update Service process uses the Business Rules Engine to create rules using decision matrices and expression sets to show a list of valid document types that a user can select. Document types are a list of supporting documentation that a user can request from a client to validate the client’s new address.
Customize the Page Layouts With Source System ID: Add the Source System ID field to the Financial Account and Account page layouts. This field shows the ID of the record in the core banking system. The ID determines which account to pull data from in the core banking system.
Update the Address Update Salesforce Flow for Service Catalog Requests: To trigger the Address Update Salesforce flow only for updates in response to Service Catalog Requests, connect the SvcCatalogItemDefinitionID field to your Address Update service process. Update the Start element in the cloned Address Update Salesforce flow and add your Address Update service process API name. When a case is created, a Service Catalog Request is created.
Update the Address Update OmniScript: Update the name of the Service Process in the cloned version of the FSCAddressUpdate/CreateRequest OmniScript to your Service Process Definition API Name.
Add the Action to the Person Account Page: Add the Fee Reversal action launcher component to the Person Account page layout to give your users quick access to the Fee Reversal OmniScript. Create and add a custom label to customize the name that shows in the action launcher.
Clone and Activate the Fee Reversal Salesforce Flow: Use the Fee Reversal Salesforce Flow Orchestration to show your users step-by-step instructions to submit a fee reversal for a client. You can customize the flow to meet your business needs.
Clone and Activate the Fee Reversal Service Process Omniscript: Clone and activate the FSC/FeeReversal OmniScript. The OmniScript gives your users a guided path for completing the address update request intake process of the address update service process. Use the OmniScript as it is, or customize it to meet the needs of your business. Create and add a custom label to customize the name that shows in the action launcher.
Configure the Fee Reversal OmniScript: To customize the fee reversal request flow, edit the steps of the Fee Reversal OmniScript. Open the OmniStudio app, go to the OmniScripts page, expand the FSC/FeeReversal OmniScript, and open the highest version.
Create Fee Reversal Action: To give your users quick access to the Fee Reversal OmniScript, create an action launcher deployment that uses the service process template. If you have an existing action launcher deployment, add the Fee Reversal OmniScript to it.
Add Data Attributes to Store Fee Reversal Data: Optionally, create data attributes to store information from a client. The Fee Reversal service process has predefined data attributes. You can create more as needed to meet the needs of your business.
Reverse a Fee for a Client: Submit a request to complete a fee reversal for a client using the Fee Reversal service process.
Reverse Fees on Client Accounts Using Service Process Studio: Use the Service Process Studio to customize the Fee Reversal service process to meet the needs of your business. The guided flow lets you customize the default Fee Reversal service process to give your users a process to submit a request to complete a fee reversal.
Review and Complete a Fee Reversal Request: Review a request to reverse a fee on a client’s account. To complete the request, select a fulfillment type and reversal reason.
Update the Fee Reversal Salesforce Flow: To connect the SvcCatalogItemDefinitionID field to your Fee Reversal service process, update the start element in the cloned Fee Reversal Salesforce Flow. When a case is created, a Service Catalog Request is created. Adding your Fee Reversal service process API name triggers the flow only for fee reversal based on the Service Catalog Requests.
Update the Fee Reversal OmniScript: Update the name of the Service Process in the cloned version of the FSC/FeeReversal OmniScript to your Service Process Definition API Name.
Service Process Studio: Service Process Studio helps you design customer service processes quickly and efficiently. Service agents can launch these service processes and get started with the customer service operations.
Streamline Updating Client Addresses Using Service Process Studio: Let your users quickly update client addresses using the Address Update Service Process. Use the Service Process Studio to configure the Address Update service process to give your users an easy-to-follow process for updating client addresses.
Clone and Activate the Address Update Service Process Omniscript: Clone and activate the FSCAddressUpdate/CreateRequest OmniScript. This OmniScript gives your users a guided path for completing the address update request intake process of the address update service process. Use the OmniScript as it is, or customize it to meet the needs of your business.
Create an Integration Definition for Address Update Service Process: The Address Update Service Process uses address_update_integration_definition integration definition. It calls the API to update the client’s address and the financial accounts in the core banking system. You can use this integration definition, or create your own.
Self Service: Let your customer community users initiate service processes directly from a self-service portal, such as the Financial Services Client Portal. When you make the service processes available with a self-service portal, you allow your customers to raise service process requests at any time, from anywhere.
Set Up an Approval Process to Approve Party Profile Records: To automate the review of Party Profile records that were created for onboarding applicants, create an approval process. Use approval processes to specify the sequence of steps that are necessary to approve a record.
Set Up Integrated Onboarding for Agentforce Financial Services: Give your users a head start in the onboarding journey. Turn on the Sample Onboarding Application template setting and set up your org to get started with onboarding applicants. The setup includes activating flows, creating products for applicants, deploying the sample OmniScripts, and more.
Set Up Products to Onboard Applicants: Create products for which you want to onboard your applicants. For example, Savings Account and Checking Account.
Set Up Revenue Management for Agentforce Financial Services: By using a guided setup, you can initiate the request to create a CRM Analytics app for Revenue Management more easily. Follow clear steps to set up permissions, configure the objects and fields that track revenue performance, and initiate a request to create an app with a dashboard for a configuration. Your business users can get valuable insights on revenue by viewing the prebuilt dashboard in the app.
Share a Financial Deal Using the Manage Participants Component: When you add the Manage Participant component to a financial deal record page, deal teams can add multiple users or groups as participants to the record. And they can assign roles from within the component. The component also provides a suggested list of users or groups to add to the record.
Share a Financial Deal from the Financial Deal Participants Related List: Give users access to a record without writing complex code. You can share a financial deal record with a user or a group by adding them as participants to the record from the Financial Deal Participants related list. With this approach, you can share a record with only one user or a group at a time.
Configure Sharing Settings for Financial Deals: Give your users access to financial deals using Salesforce data sharing features such as organization-wide defaults, role hierarchy, and rules. Like all standard objects, the Grant Access Using Hierarchies option is enabled for the Financial Deal object. As a result, users in a role hierarchy have access to financial deals for all users that are below them. To prevent users from gaining automatic access to financial deals owned by or shared with their subordinates in the hierarchy, disable the Role Hierarchy-Based Sharing for Deal Management setting. You can’t disable this option from the Organization-Wide Defaults list on the Sharing Settings page.
Share an Interaction from the Interaction Participants Related List: You can share an interaction with a user or a group by adding them as participants to the record from the Interaction Participants related list. With this approach, you can share a record with only one user or a group at a time.
Configure Sharing Settings for Interaction and Interaction Summaries: Give your users access to interaction and interaction summaries using existing Salesforce data sharing features such as organization-wide defaults, role hierarchy, and sharing rules. Like all other standard objects, by default, the Grant Access Using Hierarchies option is enabled for the Interaction and Interaction Summary objects. And you can’t disable this option from the Organization-Wide Defaults list on the Sharing Settings page. As a result, the users in a role hierarchy have access to interaction and interaction summaries for all users that are below them in the role hierarchy. To prevent users from gaining automatic access to interaction and interaction summaries owned by or shared with their subordinates in the hierarchy, disable the Role-Hierarchy-Based Sharing for Interaction Summaries setting. This action disables the Grant Access Using Hierarchies option for the Interaction and Interaction Summary objects. To configure advanced, compliant data sharing rules for interaction and interaction summaries, enable compliant data sharing for the Interaction and Interaction Summary objects respectively.
Share an Interaction Summary from the Interaction Summary Participants Related List: You can share an interaction summary record with a user or a group by adding them as participants to the record from the Interaction Summary Participants related list. With this approach, you can share a record with only one user or a group at a time.
Share an Interaction Summary Using the Manage Participants Component: When you add the Manage Participant component to an interaction summary record page, bankers and financial advisors can add multiple users or groups as participants to the record. And they can assign roles from within the component. The component also provides a suggested list of users or groups to add to the record.
Share an Interaction Using the Manage Participants Component: When you add the new Manage Participants component to an interaction record page, bankers and financial advisors can add multiple users or groups as participants to a record. And they can assign roles from within the component. The component also provides a suggested list of users or groups to add to the record.
Team Book of Business Dashboard: Monitor your team's book of business performance and advisor productivity across your wealth management practice. Evaluate advisor rankings by AUM (Account Under Management) and new AUM, analyze regional performance trends, and uncover connections between team activity and business outcomes. Compare peer performance and identify coaching opportunities to drive consistent growth across your team.
Key Terms in Financial Services Cloud: Certain terms can have multiple meanings within a financial services context. It’s important to clarify what we mean when you encounter terms such as account or client in our app.
Timeline in Agentforce Financial Services: Timeline provides a comprehensive and chronological view of customer interactions, showing key events relating to a person or a resource in one place.
Update the Feature Flag Setting Page Layout (Managed Package): Agentforce Financial Services offers advanced features to improve performance and workflow. You’ll find these features grouped under Feature Flag Setting in the Custom Metadata Types page. Use these settings to customize your org for your business needs. Add the Active checkbox to the Feature Flag Setting page layout.
Use the Advanced Product Recommendation Dashboards: Get product recommendations for customers who are most likely to buy your products. View customers whose predicted product purchase scores indicate the need your attention. Prioritize the customers who need your immediate attention by profiling the customers. The predictions are based on existing snapshot data in Salesforce.
Use the Basic AI Product Recommendations Dashboards: Get product recommendations for customers who are most likely to buy your products. Prioritize customers who need your immediate attention by profiling the customers. The predictions are created by using clustering transformation.
Use the Retail Banking Customer Churn Prediction Dashboards: Identify and take steps to retain customers who are likely to churn. View details of customers with churn scores that indicate they need your attention. Profile customers who need your immediate attention by profiling the customers.
Use Wealth Management Customer Churn Prediction Dashboards: Identify and take steps to retain customers who are likely to churn. View details of customers whose churn scores indicate the need for your attention. Prioritize customers who need your immediate attention by profiling the customers.
Use Analytics for Vlocity Insurance (Managed Package): CRM Analytics for Vlocity Insurance includes the Insurance Claims and Policy Analytics app and Policy Renewal Prediction app. Use the Insurance Claims and Policy Analytics app to get actionable insights into claims management and policy administration. With the Insurance Claims and Policy Analytics dashboards, claim handlers and producers can prioritize tasks, claims, quotes, and policies that need immediate attention to improve customer satisfaction.
Use the My Book of Business Dashboard (Managed Package): Financial advisers: Start with an overview of your financial book of business and how it has changed over time. Get alerts about changes compared to last month, quarter, and year. And dig deeper to see which of your products are used the most, deposits and withdrawals over time, and earnings by product and over time.
Use the Client Interactions Dashboard (Managed Package): Financial advisors: Make sure you’re taking the actions that retain clients by getting instant insight into the results of your client management activities. Learn how you’re spending time, see who’s overdue for attention, and understand which activities have the most positive results. Use the dashboard’s KPIs to identify clients who need immediate action from you to keep them loyal and satisfied.
Use the Events and Seminars Dashboard (Managed Package): Understand the impact of events and seminars on your business. Metrics across the top show top-level numbers for your events, including average conversion rate and cost per conversion for event attendees and average attendance rate.
Use the My Households Dashboard (Managed Package): Identify households for appropriate action based on portfolio value. Start by viewing households by their wallet share and the length of time they’ve worked with you. Dig deeper to view households sorted by their AUM category and size. Not all metrics from accounts roll up to the household level, so the dashboard shows separate pages for top households and demographics.
Use the My Clients Dashboard (Managed Package): Financial advisors can use this dashboard to identify clients for appropriate action based on recency of interactions with them, attrition risk, or portfolio value. Start by viewing client activities that indicate they need attention from you. Then dig deeper to see your top clients, profile your client population, and see if clients are reaching their financial goals.
Use the Sales Performance Dashboard (Managed Package): Visualize progress toward sales goals over time. Start by learning which opportunities could use your attention to move them along the sales process. Then get insight into whether you’re going to be able to make your quota and evaluate your pipeline to learn about opportunities you can accelerate. Finally evaluate ways to turn more opportunities into wins.
Use the Team Book of Business Dashboard (Managed Package): Provides a team view of the book of business. Start with a top-level view of total and per-client/per-advisor average assets under management (AUM), value of accounts, number of clients, and average wallet share. Filter by city, state, and advisor to refine your view. Then dive into details in the dashboard’s pages.
Use FSC Insurance Analytics Fast Start (Managed Package): The FSC Insurance Analytics Fast Start app is a quick stop for agents and managers to get insights into their book of business and to identify opportunities to improve sales. The dashboards provide accurate insights on the historical trends of Policies and Gross Written Premium over time. The dashboards also provide insights to identify opportunities to cross-sell policies to existing customers based on KPIs such as Gross Written Premium, Policy Type, Tenure, and Life Events.
FSC Insurance Analytics Fast Start Dashboards (Managed Package): The FSC Insurance Analytics Fast Start dashboards give you data-driven insights to effectively monitor the growth of your policies over time and to identify cross-selling opportunities within the existing customer base to improve the business revenue.
Analytics for Insurance Dashboards for Embedding (Managed Package): Analytics for Insurance includes dashboards that can be embedded in Lightning Experience pages to provide detailed insights on customers, leads, and opportunities. Check with your Salesforce administrator to see if these dashboards have been embedded in your Salesforce org.
Revenue Intelligence Dashboards: Identify customers with churn scores that indicate they need your attention and take steps to retain them. View details of customers who are likely to add assets and take appropriate action. View product recommendations for customers who are most likely to buy your products.
Use Policy Renewal Prediction (Managed Package): The Policy Renewal Prediction app, with its Einstein Discovery-powered dashboards, gives you intelligent insights on the likelihood of policy renewals. With these smart predictive analytics, you can quickly identify the customers who are unlikely to renew their policy and devise strategies to improve renewals.
Retail Banking Insights Dashboards: Gain comprehensive, role-specific data insights, across customers, deposits, leads, referrals, and branch activity with the Retail Banking Insights dashboards. Monitor customer performance and engagement, analyze banker activity, and track customer acquisition and conversion efforts. Empowers Retail Personal Bankers and Branch Staff to make informed decisions and effectively prioritize their work.
Use Analytics for Retail Banking (Managed Package): Analytics for Retail Banking dashboards visualize all the metrics and key performance indicators (KPIs) personal bankers require to grow client relationships.
Wealth Management Insights Dashboards: Gain comprehensive, role-specific data insights across clients, assets under management, interactions, and household relationships with the Wealth Management dashboards. Monitor client acquisition and engagement, analyze book of business performance, and track team activity across accounts and households. Empower financial advisors and wealth managers to make informed decisions and effectively manage their client portfolios.
Use the Customer Likelihood of Adding Assets Dashboard: Identify customers who are likely to add assets and take appropriate action. View prediction results for each prediction score group. You can embed the dashboard in Lightning record pages.
Use Agentforce Financial Services CRM Analytics Solutions: Agentforce Financial Services offers you advanced analytics solutions based on CRM Analytics to help you grow and manage your business. CRM Analytics for Financial Services, a comprehensive set of CRM Analytics dashboards, helps financial service executives and managers, advisors, and personal bankers manage their books of business with insights about client goals and satisfaction, leads, and referrals. Client Segmentation App, which replaces the dashboards formerly available through the Financial Services Cloud Advisor Analytics tab, helps financial advisors identify high-potential clients for outreach.
Work with Financial Deals: With Financial Deal Management data model, deal teams can take detailed meeting notes, specify the confidentiality level of a deal, its status, the probability of it closing successfully, and more. To maintain compliance, deal teams can also share notes that contain confidential information only with relevant stakeholders.
Work with Interaction Summaries: When creating an interaction summary, users can take detailed meeting notes, specify the confidentiality level of the notes, and add action items or next steps. They can share notes that contain confidential information only with relevant stakeholders to maintain compliance. Before their next meeting, they can quickly search or filter interaction summaries to find and review past interaction summaries and be better prepared for the meeting. They can also take advantage of the support for Interaction Summaries component on mobile devices to create, update, or search interaction summaries on the go.
Fulfillment Step Types: When you plan your orchestration, keep in mind the different types of fulfillment steps, and how they work. Fulfillment step types can be used to define manual tasks, automated tasks, milestones, callouts, and other actions.
General Terms: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of context service concepts and helps them navigate the Context Service landscape.
Generate CSV Data Import Template: Generate and download a comma-separated values (CSV) template file for your data import. The template includes the required object headers, which help you map your data to the correct Salesforce object fields and prevent import errors.
Get Started with Business Rules Engine: Business Rules Engine lets you build powerful, scalable lookups and calculations to automate complex decisions. Rules created with Business Rule Engine are easy to maintain, and integrate directly with Flow, Omnistudio, and third-party workflow tools using connect APIs.
Get Started with Communications, Media, and Energy & Utilities (CME) Managed Package: The Communications, Media, and Energy & Utilities (CME) Managed Package improves efficiency and customer experiences. Simplify the quote-to-order process, speed up time to market, manage products and promotions efficiently, and boost operational efficiency across your value chain. Use the CME Managed Package to meet customer demands and keep operations running smoothly through digital transformation, cost-cutting, and innovation.
Goals: Shaping the Care Plan: Goals are the patient objectives that help achieve an improved outcome for a problem. A problem can have multiple goals. For example, a patient with arthritis could have the goals to keep daily pain levels under 4/10 and to keep or increase range of motion. As the patient progresses toward the goal, make sure to update the status of the goal.
GoogleMap Control: The GoogleMap element defines a map UI control to show waypoints and routes on a map.
Administrator Accounts in Government Cloud: Salesforce Government Cloud Plus administrator accounts are the highest-privilege accounts in your org, with sweeping control over user access, security settings, and compliance configurations. Understanding how these accounts work—and the government-specific requirements that govern them—is foundational to maintaining a secure, FedRAMP-compliant Salesforce implementation.
Agentforce in Government Cloud: Accelerate government operations, case management, and citizen engagement with Agentforce in Salesforce Government Cloud. Deploy trusted, secure agents to enhance your agency's efficiency and service delivery.
Using AppExchange with Government Cloud: Scale your Salesforce Government Cloud org and boost agency efficiency with AppExchange. Discover, install and use specialized third-party apps that enhance and extend Government Cloud functionality while maintaining compliance with government security standards.
Compliance of AppExchange Apps for Government Cloud: Ensure compliance with government regulations and security standards while accessing applications on AppExchange. Review the controls used to assess Salesforce native apps, which guarantee data integrity, privacy, and adherence to stringent compliance requirements.
Classify and Protect Data in Government Cloud: Configure data classification settings, enable field change tracking, and implement advanced data protections in your Salesforce Government Cloud Plus org. These procedures walk you through tagging fields by sensitivity and compliance category, enabling Field History Tracking, and reviewing Salesforce Shield.
Compliance for Government Cloud: Comply with Federal Risk and Authorization Management Program (FedRAMP) regulations with Salesforce Government Cloud.
Configure Security Settings and Monitor Compliance in Government Cloud: Apply recommended password policies and session security settings to your Salesforce Government Cloud Plus org, then use Security Health Check and the Metadata API to validate your configuration, detect drift, and remediate deviations at scale.
Content Delivery Networks for Government Cloud: Get fast and reliable access to Salesforce Government Cloud resources with a content delivery network (CDN), a system of distributed servers. CDNs deliver web content and digital resources based on users' geographic locations.
Customer Data Information Spillage: Understand the importance of preventing the unintended exposure of customer data in Salesforce Government Cloud. Learn the compliance requirements for safeguarding customer data, while maintaining security and compliance.
Data Classification and Protection in Government Cloud: Salesforce Government Cloud Plus provides a layered approach to data governance—from classifying fields by sensitivity level to encrypting data at rest, tracking change history for forensic audits, and masking sensitive information before it reaches AI models or sandbox environments. Understanding these capabilities helps your agency select and implement the right protections for your compliance posture and data handling requirements.
Data 360 in Government Cloud: Salesforce Data 360 in Government Cloud helps government agencies securely connect, unify, and act on data from diverse sources, including structured and unstructured data. Gain a full view of constituents and operations for informed decisions and personalized services while maintaining data integrity, security, and compliance.
Digital Engagement and Enhanced Messaging for Government Cloud: Connect with your constituent base across multiple channels with Digital Engagement and Enhanced Messaging in Salesforce Government Cloud. Provide a rich and efficient conversation experience on platforms such as WhatsApp, Facebook Messenger, and SMS to streamline communication and increase engagement.
Education Cloud in Government Cloud: Make sure your institution meets federal and state compliance requirements with Education Cloud in Salesforce Government Cloud. Streamline processes such as scheduling, admissions, and student support to help improve efficiency and reduce costs. Choose the right Education Cloud features to serve students, educators, and administrators of higher education, with compliance in mind.
Email Integration in Government Cloud: Maximize productivity while meeting email security and compliance requirements with Salesforce Government Cloud. Understand email behavior, including domain limitations, and configuration impact, essential to maintain secure, reliable communication. Follow this guidance to help avoid email deliverability issues in Federal Risk and Authorization Management Program (FedRAMP) and Department of Defense (DoD)-authorized instances.
Enable Multi-Factor Authentication in Government Cloud: Enable multi-factor authentication (MFA) for all users in your Salesforce Government Cloud Plus org—including internal users logging in directly, external Experience Cloud site users, and users authenticating through single sign-on (SSO). Follow these procedures to configure MFA for each login scenario and verify that session security levels are correctly set.
Encryption and Compliance for Government Cloud: Learn how to strike a balance between encryption limits, Salesforce functionality, and compliance requirements. Give your users the power to interact with data in a meaningful way while staying Federal Information Processing Standard (FIPS) compliant.
Field Service in Government Cloud: Manage your government mobile workforce, scheduling, and dispatching process while meeting compliance and security requirements with Field Service in Salesforce Government Cloud. The Field Service desktop site and mobile app lets agencies enhance constituent-based service delivery and customer satisfaction by providing timely and personalized on-demand services on Android, iOS, and offline.
Filter for FedRAMP Compliant Applications: Locate apps that are Federal Risk and Authorization Management Program (FedRAMP) compliant and compatible with Salesforce Government Cloud Plus and Government Cloud Plus - Defense.
Filter for Native Apps in AppExchange: Locate apps that are native to Salesforce and compatible with Salesforce Government Cloud Plus and Government Cloud Plus - Defense.
What’s Included in Government Cloud: Learn what’s available for agencies using Salesforce Government Cloud. Explore included services, compliance considerations, and data protection protocols. Transform your agency’s implementation of Government Cloud with a custom selection of products and features.
Get Started with Government Cloud: Government Cloud transforms the delivery of government services using flexible tools to handle secure data and workloads. Salesforce follows strict compliance requirements to implement dedicated environments that meet government customers’ compliance obligations. Products in Government Cloud environments are authorized against one or more public sector compliance baselines. Government agencies can tailor their compliance baseline to meet their needs. Salesforce has created a baseline that’s inclusive of all frameworks and controls we support.
Malware Scanning for Government Cloud: Ensure your organization's security by automatically scanning file uploads for malicious content. This feature is enabled by default for Government Cloud customers to provide immediate protection against potential threats.
Manage Administrator Accounts in Government Cloud: Configure, operate, delegate, and decommission administrator accounts in your Salesforce Government Cloud Plus org following FedRAMP-aligned best practices. These procedures cover the full account lifecycle—from adjusting privileges and setting up delegate admins to deactivating departed users and freezing accounts when immediate deactivation is not possible.
Marketing Cloud in Government Cloud: Marketing Cloud in Government Cloud helps meet the compliance-based needs of government agencies that want to engage with constituents at scale. Deploy AI-powered, personalized campaigns with existing data, channels, and workflows to connect with citizens in a secure environment. Improve citizen engagement, modernize your communication strategies, and deliver more effective and efficient services.
Enhanced Chat in Government Cloud: Enhanced Chat in Salesforce Government Cloud provides users with a personalized experience of messaging from their mobile app or website with an Agentforce Agent, or representative-to-agent handoff within the Service Console. The asynchronous messaging experience allows agents and customers to start and stop communication at their own pace.
Mitigate Information Spillage: Protect the integrity of your Salesforce Government Cloud org’s data by mitigating any issues caused by information spillage.
Multi-Factor Authentication in Government Cloud: Multi-factor authentication (MFA) is a contractual requirement for all Salesforce Government Cloud customers. Understanding how MFA works across direct logins, external Experience Cloud sites, and single sign-on (SSO) configurations helps your agency enforce strong authentication consistently and avoid gaps in coverage. These recommended settings ensure that customers configure their Salesforce Orgs in a secure and compliant manner to meet customer defined and industry specific requirements.
Government Cloud: Discover how Salesforce Government Cloud supports agencies engaged in emergency response, national defense, and social and human services within a dedicated operating zone. The Government Cloud operating zone meets stringent government standards. Its tailored compliance protocols, robust security measures, and integration capabilities ensure data integrity, privacy, and adherence to compliance requirements.
Private Connect in Salesforce Government Cloud Plus: Use Government Cloud Plus and Amazon Web Services (AWS) to securely route traffic via internal connections instead of using the public internet. Salesforce Private Connect is a Federal Risk and Authorization Management Program (FedRAMP)-High Salesforce product built on AWS PrivateLink.
Scalability in Government Cloud: Optimize and test mission-critical government implementations of Salesforce. Validate production readiness, identify performance issues, and improve how you scale within a secure, compliant environment.
Scale Center in Government Cloud: Monitor and optimize your Salesforce Government Cloud org's performance with Scale Center. Administrators, architects, and developers can access near real-time Scale Test performance metrics, like org traffic and errors, to solve issues earlier in your development cycle.
Scale Test in Government Cloud: Validate your Salesforce Government Cloud implementations for peak performance and scale readiness with Scale Test. Use production-like test infrastructure on your existing full-copy sandboxes to conduct precise load testing. Identify and resolve performance bottlenecks before critical events impact mission-critical operations. Scale Test reduces risk for government agencies by providing self-service performance confidence while maintaining high security and compliance standards.
Secure Configuration in Government Cloud: The Salesforce Government Cloud Plus - Secure Configuration Guide (SGC) is designed to meet the 10 new Secure Configuration requirements introduced by FedRAMP by providing simple, easy to follow, easy to understand guidance and instructions for securely configuring your Salesforce Government Cloud Plus Organization (Org). Our goal is to move beyond basic compliance by offering transparent insights into the security implications of specific settings. By following this guide, Public Sector customers can ensure that their Salesforce Org is protected against evolving threats while maintaining full visibility into the security impact of common configuration choices.
Secure Networking in Government Cloud: Meet compliance, regulatory, and risk requirements and additional security measures while maintaining system performance with Salesforce Government Cloud. Connect Salesforce securely and reliably to your users and your applications.
Security Settings and Compliance Monitoring in Government Cloud: Salesforce Government Cloud Plus provides a set of FedRAMP-recommended password policies, session security settings, and compliance monitoring tools that help agencies harden their org configuration and maintain that posture over time. Security Health Check offers interactive scoring against agency baselines, while the Metadata API enables machine-readable exports, drift detection, and programmatic remediation at enterprise scale.
Agentforce Service in Government Cloud: Serve US public-sector customers quickly and securely with Agentforce Service in Salesforce Government Cloud. Empower your teams to deliver faster, more efficient support. Improve constituent satisfaction and reduce case resolution times. Automate workflows, unify channels, and get a 360-degree view of each constituent interaction within highly regulated environments.
Move a Call Center to Government Cloud: Relocate your call center to Salesforce Government Cloud to take advantage of a Federal Risk and Authorization Management Program (FedRAMP)-authorized environment for call-center operations.
Salesforce Voice for Government Cloud: Help improve the quality of citizen engagement via the phone channel with Salesforce Voice (previously Service Cloud Voice) in Salesforce Government Cloud. Service Cloud Voice is completely integrated into Salesforce, providing a consistent experience for service reps, supervisors, and customers across the voice channel. Voice provides Government organizations and their service reps with a 360-degree view of each caller. It boosts rep productivity with automation and AI, and gives supervisors access to manage reps and queues regardless of channel type. It also integrates your telephony system with other channels to provide an integrated contact center experience. Representatives make and receive calls or other channels communications from a unified platform, without the need to switch between different applications.
Tableau Next in Government Cloud: Make data-driven decisions with Tableau Next in Salesforce Government Cloud. Tableau Next helps US government agencies and public sector organizations securely analyze, gain insights from, and act on their data. Deliver instant, accurate, and personalized agentic insights while maintaining the highest compliance standards. Powered by Agentforce, Tableau Next automates analysis, enriches data exploration, and delivers actionable insights from your agency's data tailored to your agency’s mission.
Salesforce Guardian and Security in Government Cloud: Salesforce Guardian in Government Cloud provides data security and add-on solutions that help you build and deploy secure, compliant applications for the public sector in an isolated environment. Accelerate development to modernize public services and respond to constituent needs.
Use Salesforce Personalization in Government Cloud: Deliver tailored digital experiences using Salesforce Personalization in Government Cloud. Salesforce Personalization helps to enhance outreach and improve citizen interaction within a secure Government Cloud environment. Assist agencies to better engage constituents and conduct outreach with relevant content and personalized communications while adhering to stringent government security and compliance standards.
Manage Grant Applications and Use Flow to Launch an Application for a Grantseeker: Make it easy for grantseekers to apply for funding by creating a multiphase or multi-section application by using Form Framework. Set up Grantmaking forms and applications for your Experience Cloud site. Then, create a flow to create a grant application for an applicant, and launch the flow by using a button in your Experience Cloud site.
Grantmaking with Agentforce: Configure AI-powered features for your Grantmaking org, including agent-assisted support for grantseekers on your Experience Cloud site.
Automate Funding Application Tasks: Learn about the Grantmaking flows that make application-related tasks easy. You can use the Application Form and Application Form Evaluation objects, or the Individual Application and Application Review objects to track and review applications; however, Individual Application and Application Review won’t receive future platform enhancements.
Budget Management: Manage and track complex budgets broken down by category and period. Allocate actual budget expenditures at a high level or at the category and period level.
Call Candid Charity Check from a Flow: Build a screen flow that prompts a user for an Employer Identification Number (EIN), calls the Candid Charity Check API, and shows the result. This sample flow demonstrates how to pass an EIN to the API, handle both successful and error responses, and show tax status data to the user.
Configure an External Credential for Candid APIs: Create an external credential that tells Salesforce how to authenticate to Candid APIs. The external credential stores your subscription keys as principals and adds the required subscription key request header.
Considerations for Grantmaking Automation: Learn about Grantmaking details, such as the API name for the budget component and budget states, to use when configuring Flow Builder or Omnistudio automation.
Create a Form: Use your objects and Omnistudio components or flows to create multi-section or multi-phase applications and forms. If the object that you use for your form sections works with action plan templates, use action plan templates to bundle Form Sections and provide a consistent presentation to applicants. All form components, including Overview, Section, and Review, are fully responsive and mobile-friendly for a powerful user experience on any device.
Create a Grantmaking Trial Org: Explore Grantmaking by signing up for a full-featured trial experience. Trial orgs are intended for proof of concept and guided self-exploration. They expire in 30 days. To explore Grantmaking, get a Public Sector Solutions or Nonprofit Cloud trial.
Create a Permission Set for Candid API Access: Create a permission set that grants users access to the Candid Charity Check external credential, and then assign it to the users who call the API.
Create a Funding Disbursement: Create individual funding disbursements to track and manage payments for funding awards.
Define and Measure the Impact of Grants with Outcome Management: Use Outcome Management to make a measurable and actionable impact strategy for your grants. Define your impact strategy, collect data, and track the progress of your grants. Monitor your grant impact strategy by setting time-bound targets and monitoring ongoing results.
Control Reviewer Access to Evaluation Sections with Compliant Data Sharing: Prevent reviewer bias and protect evaluation data by enabling Compliant Data Sharing (CDS) for the Application Form Evaluation Section entity. Assign reviewers as participants on individual evaluation sections so each reviewer sees only the sections relevant to their role.
Configure Form and Application Components: Use Form Framework components on Lightning record pages and Experience Cloud sites to guide users through completing and reviewing forms. The default compact layout for the object determines the fields that Salesforce shows to the applicant in each section. All form components, including Overview, Section, and Review, are fully responsive and mobile-friendly for a powerful user experience on any device.
Form Framework: Create complex applications and forms by using your product's objects and Omnistudio components or flows. Use Form Framework to manage forms and applications inside Salesforce CRM or through your Experience Cloud site.
Form Framework Editions and Permissions: Review the supported products and editions for Form Framework. Then, learn about how your product handles permissions and how to assign them.
Grantmaking Forms: Create online applications for grants, set up workspaces for reviewing applications, and create forms for grant recipients to report their progress.
Get a Candid API Subscription Key: Before you can integrate the Candid Charity Check API with your Salesforce org, you need a Candid API subscription key.
Get Started with Grantmaking: Grantmaking streamlines the grant management process for grantmakers and grantseekers. Built on the Salesforce platform, Grantmaking extends your existing license to give you a 360-degree view of your stakeholders, funding opportunities, online portal, grantee applications, and award metrics. Explore a trial org to learn what’s included, the recommended setup, and how to get ready for your implementation.
Grantmaker Experience: Discover how Grantmaking supports your work to create and manage funding opportunities and grant submissions.
Grantmaking: Streamline the grant management process for both funders and applicants. Built on the Salesforce platform, Grantmaking provides a 360-degree view of stakeholders, helps you manage funding opportunities, includes an online portal for applications, and lets you track award metrics.
Grantmaking Editions and Permissions: Review the supported products and editions for Grantmaking. Then learn about how your product handles permissions and how to assign them.
Applicant and Grantee Support Agent: Use the Applicant and Grantee Support Agent to give grantseekers instant, AI-powered answers to their questions directly on your Grantmaking Experience Cloud site.
Grantseeker Assistance Subagent and Actions: The Applicant and Grantseeker Support agent includes the Grantseeker Assistance subagent, related actions, and guardrail subagents. Use this information to help you deploy an agent that answers grantseeker questions directly on your Grantmaking Experience Cloud site.
Grantseeker Experience: Discover how Grantmaking provides an online platform for applicants to find, apply for, and report back on funding opportunities and budgets.
Improve Accuracy and Compliance with Stage Management for Grantmaking: With Stage Management, automate repetitive tasks, reduce human error, and ensure regulatory compliance throughout the grantmaking lifecycle. Drive efficiency and consistency across key grantmaking processes. Guide grant applicants, reviewers, or recipients through well-defined stages with specific entry and exit criteria.
Introduction to Grantmaking: Extend the Salesforce platform to engage grantseekers and manage the full grant life cycle with Grantmaking.
Manage Funding Awards with Grantmaking: Track the details of a grant that was awarded. Talk to your Salesforce admin about how your organization manages funding awards, funding requirements, and progress reports.
Manage Grant Recipient Progress Reports: Use Form Framework to provide a streamlined way for grant recipients to complete progress reports on your Experience Cloud site. Recipients can report on budget usage and report outcomes for the grants they receive from your organization.
Register the Candid Charity Check External Service: Register an external service by using the Candid OpenAPI specification. Salesforce generates the Apex classes and Flow actions that you use to call the API.
Set Up Action Plans and Document Checklists for Grantmaking: Create Action Plan Templates to manage repeatable tasks and standardize evaluation workflows across your grant programs. Use templates for Application Forms, Funding Award Requirements, and Application Form Evaluations.
Grantmaking Setup: Turn on Grantmaking in your Salesforce org, give your users access to the Grantmaking features, and set up additional features such as your Experience Cloud site, Action Plans, and automation.
Set Up Reusable Evaluation Workflows for Grant Applications: Standardize multi-stage grant evaluation workflows by creating reusable Action Plan Templates for the Application Form Evaluation object. Define evaluation sections, set their display order, and configure preset and custom field values. Then apply the template to an evaluation to automatically generate all sections with consistent criteria across your grant programs.
Set Up Grant Application Reviews, Assign a Group of Reviews, and Share Application Records: Create review workspaces for grant applications that provide a way for reviewers to enter their feedback and ratings. Make it easy for grant managers to assign multiple applications to one reviewer at once. Make sure that reviewers can see the records related to the grant application. Create flows by using the Assign Reviews in Batch and Share Application Review flow templates and customize the flows for your organization’s needs.
Tax Status Verification: Use the Candid Charity Check API to verify the tax status and eligibility of nonprofit organizations. When you integrate Candid data into your Grantmaking org, your staff can confirm that grantees are in good standing before you disburse funds without leaving Salesforce.
Turn on Track Applications: Track applications from intake through decision by using Application Form, Application Form Evaluation, and related objects. Application Form is the standard for applications across Nonprofit Cloud and Industries.
Use Automation for Grantmaking: Determine which Salesforce automation tools you want to use to guide applicants and reviewers through the grant management process.
What's Included with Grantmaking: Grantmaking streamlines the entire grant management process for grantmakers and granseekers alike.
Group Membership and Households: Set up standard objects and guided flows to create and define groups of individuals, such as households. Then connect individuals and organizations to each other and track their relationships. Guided flows make it easy to create and edit groups, members, and relationships.
Create Groups and Relationships: Group membership includes records that represent groups and map relationships between individuals, households, groups, and organizations. Create a group, relate individuals to that group, and capture complex relationships between groups and individuals.
Create Groups by Using a Guided Flow: Create party relationship groups by using a guided flow. Add members, related contacts, business accounts, and other groups. Specify roles and relationships for all members and entities.
Define Groups and Relationships Between Individuals and Groups: Set up details about the types of groups and relationships common to your organization. To describe groups with greater nuance, use categories and subtypes. Create common role and relationship definitions for contacts and accounts.
Discover Group Membership: Group Membership gives you the flexibility to organize relationships between people and organizations in meaningful ways. Create households or other groups and track relationships between individuals by using standard objects that are made for this purpose.
Group Membership Editions and Permissions: Review the supported products, editions, and permissions for Group Membership. Then learn about how your product handles permissions and how to assign them.
Guided Flows for Group Membership: Set up group membership records quickly and easily by using guided flows. Create a group, merge two groups, or split a group, and specify roles and relationships for all members and entities.
How Education Cloud Models Groups and Relationships: Educational institutions use group membership to define relationships for the institution’s constituents. Use the objects to connect learners and their families, and the institution to departments, colleges, and services.
How Financial Services Cloud Models Groups and Relationships: In Financial Services Cloud, use party relationship groups to organize members under a single household and to connect related households or associated business accounts, such as the member’s lawyer, financial advisor, or health insurance provider.
How Nonprofit Cloud Models Groups and Relationships: Group Membership enables a nonprofit to define relationships for its stakeholders. Use the objects to map program participants and their families, donors of all types, and supporting grantmakers and other organizations.
How Public Sector Solutions Models Groups and Relationships: In Public Sector Solutions, use party relationship groups to organize constituents under a single household and connect related households or associated business accounts, such as the constituent’s employer or health insurance provider.
Limits for Group Membership Guided Flows: Understand the limits that govern the group merge and split guided flows. To increase the limits, contact your Salesforce representative.
Merge and Split Groups by Using Guided Flows: Use guided flows to combine two groups or move members and related records from one group to another. Confirm related information such as cases and complaints related to the original and new groups—or tell the workflow to create tasks for you to review affected related records later.
Set Up Group Membership: To create and manage relationships, turn on prerequisite settings and Group Membership. Group Membership enables the Account Account Relationship, Contact Contact Relationship, Party Role Relationship, and Party Relationship Group objects.
View Group Membership Merge and Split Logs: When you combine two party relationship groups by using the Merge workflow, Decision Explainer logs the details of the groups and associates the logs with the merged group’s parent account. When you split a party relationship group by using the Split workflow, Decision Explainer logs the details of the current and split groups and associates the logs with the parent account of the current group.
Visualize Stakeholder Relationships with Actionable Relationship Center: Actionable Relationship Center (ARC) helps you understand relationships between people and businesses by presenting them in a convenient and interactive component. Use group membership records to connect business accounts, person accounts, and contacts.
Group Membership and Your Cloud: Explore examples of how to model relationships in your industry and understand how to map different types of households and groups.
Grouped Decision Matrices: With grouped matrices, you can group a matrix's data into different versions if several rows have the same column values. For example, in a matrix with age and gender-based transport fares, you can use gender as the matrix key, with male and female as the key values for the versions. This grouping prevents repeating male and female as row values in the matrix and groups the data for males in one version and females in another.
Guidelines for Writing a Formula: A KPI definition’s formula, which is JavaScript, is validated to prevent the use of code that can impact the security and stability of the system.
Actionable Relationship Center in Health Cloud: Explore multiple layers of a patient’s connections with other people, providers, and caregivers by using the Actionable Relationship Center (ARC). Set up the ARC so that your users can start using pre-configured healthcare ARC graphs on record pages. Additionally, support account hierarchy management and define the starting point of the graph as an anchor node to help users visualize its parent entities.
Create a Patient Relationship Graph from a Template: Use the patient relationship template in Actionable Relationship Center (ARC) to create a graph that show a patient’s relationships to households, care plans, and other accounts.
Create a Practitioner Relationship Graph Using a Template: Use the healthcare practitioner relationship template in Actionable Relationship Center (ARC) to create a graph that shows a practitioner’s relationships to facilities, provider NPIs, provider specialties, certifications, and business licenses.
Set Up the Actionable Relationship Center in Health Cloud: Set up the Actionable Relationship Center (ARC) so that your users can start using pre-configured healthcare ARC graphs on record pages. To let users access Actionable Relationship Center (ARC) in Health Cloud, enable group membership.
View Account Hierarchy in Actionable Relationship Center: Easily find the starting point of a graph and view its related entities in upward and downward hierarchy using bi-directional navigation. View the corresponding records of each object, and filter records according to your requirements.
Get a More Compact View of the ARC Graph: Manage data by using a streamlined version of the ARC graph with the most relevant information in one place. Reduce the width of the containers, collapse detailed information into split containers, and filter and sort records within each object.
Add Care Observations to the Patient Account Page: Display care observations as a related list on the patient account page. Care observations help care coordinators track patients’ real-time biometric data.
Add Healthcare Provider Credentials: Create records to store healthcare provider credentials such as accreditations, awards, board certifications, business licenses, and education.
Add the ARC Relationship Graph Component to a Record Page: Help users view an ARC graph on the anchor node object’s record page by dragging the ARC Relationship Graph Lightning App Builder component onto an editable part of the page.
Configure Actionable Relationship Center for Experience Cloud Sites: Actionable Relationship Center (ARC) in Experience Cloud sites help community users visualise relationships between patients, members, providers, and care team members. To make Actionable Relationship Center available in your site, create a permission set with the Health Cloud for Experience Cloud Sites license and assign it to the community users. Then, configure the ARC component on your Experience Cloud site.
Configure the Anchor Node in a Graph Type: To help users visualize the hierarchical structure of entities, create a graph type in the ARC Builder, and then assign an object as the starting point of the graph. This object is the anchor node. Add its child objects and select the field in each child object that has a lookup to its immediate parent node.
Account Hierarchy Management Using ARC: Help users make more informed decisions regarding order agreements and pricing by displaying the complete hierarchy of entities that have relationships with each other. Move across the ARC graph horizontally to view objects and records in the upward and downward hierarchy, and track the anchor node path.
Advanced Therapy Management: Advanced Therapy Management’s Multi-Step Scheduling feature supports slot management and scheduling across multiple territories in a single place, to help users easily search for and book appointments across multiple sites. Advanced Therapy Orchestration provides flexible workflows that automatically execute all the components of an advanced therapy, from therapy stages and substages to individual tasks.
Enable Advanced Scheduling Settings: To set up location-based prioritization rules and overrule the default lead time of therapy processes, activate advanced scheduling for therapies.
Configure Chain of Identity for a Custody Item: When the Create Custody Chain Entries flow is executed, it creates custody items and custody chain entries. Add a unique identifier to the custody item to maintain a chain of identity throughout all the therapy orchestration processes.
Configure Custody Records With Workflows: To successfully execute the therapy orchestration workflows and capture custody data, set up a Custody Verification Type Override decision table and create a Custody Verification Type Override record.
Get to Know Custody Management: Advanced Therapy Management’s Chain of Custody (CoC) and Chain of Identity (CoI) capabilities help you comply with pharmaceutical regulations and uphold safety standards across the lifecycle of an advanced therapy. CoC helps you maintain a digital trail of the patient’s collected biosample as it passes through the various stages, steps, and tasks of an advanced therapy. CoI ensures that the right patient receives the right treatment by assigning a unique identifier to the collected biosample.
Set Up User Groups for Care Teams: Help your care team perform therapy tasks faster by assigning assessment or digital verification tasks to a user group rather than a single user. With user groups you can configure more than one user in a role, such as a doctor or clinician, who can perform the same task. For example, you can select user groups as designated verifiers in electronic signature trails. Any user in the user group can sign the digital verification record.
Override Default Lead Time Based on Hierarchy: The time required to complete a therapy can differ based on geographical region, service territory, or the therapy stage or step. Accommodate these differences in lead time by overriding the default lead time of a work type step.
Override Optionality of Mandatory Fields Based on Hierarchy: Help users capture therapy data according to the requirements of the country or service territory where the therapy is performed. Display a customized list of fields and make optional fields mandatory for a combination of conditions, based on the priority number assigned to each combination.
Set Up Service Territory Prioritization Rules: Help users search for available slots in their preferred work procedure step locations with service territory prioritization rules. For every parent service territory where a therapy is held, configure a set of child service territories where work procedure steps are held, with a priority number assigned to each set.
Set Up a Work Type Step in Advanced Therapy Management: A work type step, also called a milestone, refers to a step within a therapy stage. A stage is represented by a work type or work procedure step record. You can break a stage into work type steps with their own lead time. Create a work type step and assign a default lead time for the record, or override the default lead time settings based on your requirements. Also, associate a work type step with an action plan template to create the therapy tasks that are part of the work type step.
Track Chain of Custody Data: Capture all custody-related changes in a therapy orchestration workflow, including the date and time of past events, and new data that’s generated after every change. Ensure regulation compliance by tracking and auditing the history of chain of custody events.
Use Advanced Scheduling and Decision Tables: Provide flexibility for users to find appropriate appointment slots with Advanced Scheduling settings. Accommodate operational and regulatory variances in lead time based on country or service territory. Help users select their preferred locations for performing therapy processes based on priority-based override rules. Customize field lists that store therapy task data according to the country of enrollment.
Create an Agent for Provider Matching: Help your patients and members use Agentforce for finding care providers by creating an agent based on the Patient and Member Services template. Add the Provider Matching subagent to the agent. Provider Matching helps users find care providers or facilities based on preferences such as provider location, specialty, and gender.
Agent Templates, Subagents, and Actions in Health Cloud: Use predefined agent templates in Health Cloud to quickly deploy AI-powered agents with ready-to-use subagents and actions for the Contact Center, Home Health, Patient Healthcare, Provider Matching, and Public Health.
Configure the Contact Center Identity Verification Subagent: To verify a caller's identity before your contact center agent shares protected health information, review, configure, and add the Contact Center Identity Verification subagent and its actions to your contact center agent.
Agentforce Voice for Referrals and Appointment Management: By using Agentforce Voice for Referrals and Appointment Management, your contact center answers inbound patient calls with a conversational AI voice agent that completes referral and appointment scheduling tasks on its own. Callers speak naturally, as they would to a rep. The voice agent verifies their identity, understands the request, and takes action in Agentforce Health: booking an appointment, adding the patient to a waitlist, or capturing referral details for follow-up. When a request falls outside what the voice agent can handle, it hands the call to a rep.
Set Up the Einstein User for the Patient Booking Agent: To run the Patient Booking agent in your org, set up a dedicated Einstein-type user. Create the user and assign the Voice, Health, and Agentforce permission sets that the agent's subagents use to act on your org's records.
Review Flows for the Patient Booking Agent: To have the Patient Booking agent complete referrals and scheduling calls, review the prebuilt flows the agent template uses and verify that each flow is active.
Set Up the Patient Booking Agent: To use the prebuilt Patient Booking Agent template with Agentforce Voice, activate the template in Agentforce Studio and verify its subagents and API connections.
Assign Agentforce Voice User Permissions: To let your reps take over calls that Agentforce Voice escalates, assign the required permission sets to each rep who handles voice calls.
Subagent: Find and Create Patient: Collects patient details (first name, last name, date of birth, and phone) to find a matching patient account or create a new one for booking, without performing identity verification.
Subagent: Referral Management: Retrieves active referrals for existing patients and captures scheduling details. If no active referrals are found, switches the workflow to general visit selection.
Digital Wallet for Agentforce Health: Gain real-time visibility into your athenahealth API consumption by using Digital Wallet. By integrating with Data 360, it offers visibility into entitlement usage and operational limits to help you avoid overages. The Digital Wallet tracks billable usage for athenahealth appointment management and data-write operations, such as patient registration and medication refills.
Agentforce for Patient Healthcare: Elevate operational effectiveness, optimize healthcare operations, and enhance patient health outcomes by using Agentforce for healthcare. Prioritize patient-centric care with the AI-powered summarization of patient information and personalized, real-time recommendations for healthcare services.
Set Up a Data Library for Patient Healthcare Recommendations: Create a data library with information on healthcare services and assign the library to your agent. A data library is a trusted data source that personalizes answers and improves your agent’s response accuracy. Agentforce uses the data library as the source and provides patient-centric, real-time recommendations for healthcare services to healthcare professionals.
Create a Permission Set for Patient Healthcare Agent: Create a permission set and add permissions for using the agent that you created for patient healthcare. Assign this permission set to healthcare professionals to help them use the agent for healthcare services.
Create an Agent for Patient Healthcare: Help your healthcare professionals use Agentforce for patient healthcare summaries and service recommendations by creating an agent based on the Agentforce Employee Agent template. Add the Patient Healthcare Management subagent from the asset library to the agent.
Agentforce for Provider Matching: Use the power of generative AI to create an autonomous Provider Matching agent that intelligently engages with and answers common questions from patients and members. Provider Matching helps users find care providers in facilities based on preferences such as provider location, specialty, and gender.
Subagent: Patient Healthcare Management: The Patient Healthcare Management subagent summarizes patient medical information and healthcare history and offers recommendations on healthcare services based on data libraries.
Subagent: Provider Matching: The Provider Matching subagent helps patients and members quickly and efficiently find relevant healthcare providers. By automating and streamlining the provider search process, patients can quickly access accurate and personalized provider recommendations. This reduces the time and effort spent in searching for a provider, leading to an improved experience and ultimately better care outcomes.
Show Which Providers Accept New Patients: Help schedulers can find suitable providers faster by using healthcare facility network records. The Panel Status indicates whether the practitioner is accepting new patients.
Extend Intelligent Appointment Management Workflows by Using APIs and Invocable Actions: Use APIs and invocable actions to improve appointment management workflows helping users create, update, and cancel appointments. Customize end-to-end appointment management experiences for agents by using invocable actions to create Agentforce actions. Develop custom user experiences for patient self-scheduling workflows with public APIs.
Set Up Asset Scheduling for Intelligent Appointment Management: Provide schedulers a way to efficiently book rooms, equipment, and other assets exclusively or along with providers. Create the required asset records, set up your back-end scheduling system for asset scheduling, and add asset scheduling to the Intelligent Appointment Management console.
athenahealth Integration: To manage athenahealth patient data and appointment scheduling, connect Health Cloud and athenahealth by using the athenahealth Integration Client MuleSoft app.
Get Started with the athenahealth Integration: Connect to athenahealth systems by enabling the MuleSoft athenahealth Integration Client and Appointment Scheduling Integration App. Set up athenahealth as an external back-end scheduling system to manage provider availability and patient appointments efficiently.
Create an Agent to Manage athenahealth Patient Details: To help contact center reps quickly register patients, manage patient data, create patient cases, and create medication requests (prescription refills) in athenahealth, create a contact center agent and then customize the Patient Data Management subagent.
Compare the Salesforce Scheduler Flow with Intelligent Appointment Management: If you use only Salesforce Scheduler to book healthcare appointments, learn how Intelligent Appointment Management enhances the scheduling experience with more precise provider searches, flexible scheduling options, automated appointment guidance, and predictive analysis.
Configure the Intelligent Appointment Management Component: Make it easy for call center operators and care coordinators to find the most suitable appointments for patients. Add the Intelligent Appointment Management component to a record page so that users can book, modify, and cancel appointments all in one place.
Set Up Concurrent Scheduling for Intelligent Appointment Management: With concurrent scheduling, schedulers can book multiple customer appointments in the same time slot. Concurrent scheduling is available with Salesforce Scheduler as the concurrency limits are set for shifts and work types. However, if you're using an external scheduler that supports concurrency, Intelligent Appointment Management reflects this as it fetches all available slots.
Digital Wallet for Appointment Management: Gain real-time visibility into your intelligent appointment management API consumption by using Digital Wallet. By integrating with Data 360, it offers visibility into entitlement usage and operational limits to help you avoid overages. The Digital Wallet tracks billable usage for appointment management tasks such as booking, updating, and canceling appointments.
Learn About Custom Apex Classes for External Scheduling Systems: Health Cloud provides a default Apex class for connecting with middleware. If your EHR system is a single source system or uses middleware that requires extra configuration to integrate with Salesforce, create a custom Apex class.
Group Scheduling: Schedule a single appointment for multiple patients or attendees by using group scheduling. Support immunizations, medical appointments, and behavioral health sessions for groups through all channels to help care coordinators provide patients with exceptional care.
Set Up Group Scheduling: Give schedulers the ability to assign multiple attendees to one appointment.
Customize the Intelligent Appointment Management Home Page: A home page Omniscript included with Health Cloud gives schedulers and care coordinators access to appointment scheduling workflows and appointment guidance in one convenient location. Use the home page as is or customize the home page Omniscript and Flexcards to tailor the appointment scheduling experience to the unique needs of your organization.
Show an Appointment List with Modify and Cancel Actions: Make it convenient for schedulers to modify and cancel appointments by showing the list of existing appointments on the console. From the appointment list, users can click the Modify Appointment action to change appointment details such as the date, time, provider, and asset. Users can also click the Cancel Appointment action to cancel individual appointments.
Set Up Multi-Resource Scheduling for Intelligent Appointment Management: Improve care coordination by ensuring that all relevant providers and assets are available for patient appointments. Add multi-resource scheduling to the Intelligent Appointment Management console and enable related features.
Set Up Multi-Step Scheduling for Intelligent Appointment Management: Make it easier for schedulers to book a series of related appointments at once. Create templates that specify the types of appointments to book in a series, in the right order, and at the right time intervals. A prebuilt workflow walks schedulers through the steps to book each of the appointments and confirms the availability of appointment slots each step of the way. Schedulers can skip appointments in a series, cancel one or all of the appointments in a series, and act swiftly when notifications alert them to scheduling issues.
Create a Multi-Step Appointment Template for Intelligent Appointment Management: Your template includes a work procedure and work procedure steps. The work procedure stores information about an overall process that involves several appointments. In each work procedure, work procedure steps represent the related appointments.
Set Up Optional Intelligent Appointment Management Features: Help schedulers connect patients with the most suitable providers by showing which providers accept new patients, and which providers are assigned to a patient or were previously assigned to a patient. Create appointment guidance that walks schedulers through the steps to schedule an appointment. Use predictive analytics to find ideal appointment times. Automatically send emails when appointments are scheduled or canceled.
Prepare for System Integrations: For integrated appointment scheduling, connect athenahealth to Health Cloud. This requires enabling the athenahealth Integration Client and configuring the Appointment Scheduling Integration App for seamless data management.
Verify Prerequisites for Appointments: Ensure that patients receive the most appropriate care based on prerequisites such as their age and medical history. Build a prerequisite check flow that determines a patient's eligibility for a visit type, and then link your flow to a visit type. A prerequisites check in the scheduling workflow alerts schedulers and can prevent them from booking appointments if the patient doesn’t meet the required criteria.
Set Up Recurring Scheduling for Intelligent Appointment Management: Simplify the process of scheduling ongoing care such as physical therapy appointments that occur at regular intervals at a specified frequency. Add recurring scheduling to the Intelligent Appointment Management home page or the appointment guidance flow.
Give Authenticated Users Access to Self-Scheduling: Create a profile with the required permissions. Set up sharing settings, sharing rules, and sharing sets. Enable self-scheduling workflows for external use.
Give Guest Users Access to Self-Scheduling: Give guest users who schedule their own appointments access to required objects and the self-scheduling Experience Cloud site.
Configure Optional Self-Scheduling Features: Customize self-service appointment flows and manage cases related to self-service appointments. Add support for Google maps data and add provider portal scheduling.
Test Self-Scheduling: Create a community user and then log in to your Experience Cloud site and test self-scheduling flows. If you customized flows in a sandbox environment, move components to a production environment.
Create a Community User for Testing Self-Scheduling: To test self-scheduling on your Experience Cloud site, set up a user that includes the same permissions assigned to self-scheduling users, and then log in as this test user to your site.
Manage Time Zones During Patient Scheduling: The appointment scheduling pages include a Time Zone setting that shows the logged in user’s time zone by default. Schedulers can use this setting to select the patient's time zone instead of their own time zone. This makes it easier for schedulers to coordinate with patients and helps the patients to avoid missed appointments due to time zone confusion or errors. Schedulers can select the patient’s time zone during the initial booking and they can select a different time zone if the patient requests changes later.
Troubleshoot Intelligent Appointment Management Setup Issues: Save time during implementation and resolve configuration issues that come up later by running Health Cloud Troubleshooter. This diagnostic tool helps you verify that required records are set up correctly and that users have the relevant permissions. It identifies and fixes invalid data, missing data, and missing permissions.
Assessment Generation for Healthcare: Reduce costs, save implementation time, and enhance operational efficiency by automatically generating assessment questions from an uploaded document using Einstein generative AI. Health Cloud’s Assessment Generation helps to revolutionize and automate your workflow for healthcare assessments.
Draft Assessment Questions With Assessment Generation: Transform how you deal with assessments with the help of Assessment Generation’s precise document analysis and intricate detail extraction. Start or expand your library of assessments by automatically generating assessment questions from a source document in PDF or DOCX format. Depending on your business needs, you can quickly consolidate these questions into a standardized or customized assessment.
Enable Assessment Generation: Before you get started with Assessment Generation, enable the feature from the settings page.
Get to Know How Health Cloud’s Assessment Generation Helps: Assessment Generation plays a crucial role in streamlining healthcare operations and enhancing patient health outcomes. Healthcare organizations need a variety of detailed assessments but it’s complicated and time-consuming to create each question and define the response values and data types. With Assessment Generation, you can transform how you handle healthcare assessments and avoid the manual effort of individually creating each question.
Get Your Org Ready for Assessment Generation: Complete a few standard tasks to prepare your org for the Assessment Generation feature. You must assign the required permissions and licenses to your org.
Set Up Assessment Generation for Healthcare: The fast and flexible assessment generation process empowers your organization to screen a patient's health comprehensively and improve the overall quality of healthcare. Enjoy the benefits of the feature and easily generate draft assessment questions by setting up a few configurations for Assessment Generation.
Use Assessment Generation For Healthcare: Streamline every aspect of assessment question creation and help boost productivity, accuracy, and compliance with Assessment Generation. Einstein generative AI simplifies the process of drafting assessment questions by efficiently extracting question details from complex documents. This innovation, combined with the power of Discovery Framework, helps you to build comprehensive healthcare questionnaires that meet your business needs.
Get to Know How Health Cloud’s Assessment Generation Works: Assessment Generation uses the power of Einstein generative AI to digitize the questions in the source document and enhances user experience by eliminating the need for a manual review of the entire document. Assessment Generation also aids in the reuse of the generated questions for crafting diverse healthcare assessments.
Configure and Clone the Flows to Evaluate Assessment Scores: Configure the Update Assessment Response Score subflow with your own score evaluation tool and save it as a new subflow. Then, in the Get Assessment Response Score flow, replace the default referenced subflow with your newly cloned subflow and save as a new flow.
Configure Autosave for Assessments: Enable autosave for assessments so that users can administer assessments without worrying about data loss. As users enter assessment responses, the assessment is automatically saved every few seconds.
Enable Users to Assign Scores to Assessment Question Responses: Add the Response Value Score field to the Assessment Question Response page layout so that users can assign scores to assessment question responses. The assessment score is then calculated using those scores.
Enable Users to Track Assessment Scores: To enable the Assessment History and Assessment Questions components, place the DiscoveryFrameworkAssessmentHistory, DiscoveryFrameworkAssessmentQuestionsList, and the DiscoveryFrameworkAssessmentQuestion FlexCards on the assessment record page.
Enable Historical Access for Internal Assessments: To enable users to open completed Discovery Framework-based internal assessments and view historical responses within their original context, enable Version-Aware Historical View for Internal Assessments. This view helps users gain a better understanding of a patient’s health journey by accessing completed assessments, regardless of their current version.
Configure Assessment Access for Authenticated Users: Create a profile and user record for external users who log in to an Experience Cloud site and access assessments. Then create and assign the permissions required to access assessments.
Prefill Health Cloud Assessment Questions with Previously Submitted Responses: Save the effort of entering or requesting the same information multiple times. Improve patient interactions by verifying auto-populated data from previous assessment responses and focusing more energy on the patient’s current concerns.
Enable Sample Assessments: Before your users can use sample assessments, enable Discovery Framework, and then deploy the sample assessments.
Deploy Sample Assessments: Start or expand your library of assessments with prebuilt samples for healthcare. The samples illustrate common, standard healthcare interactions. If you’re new to assessments, the samples orient you to the typical configuration and use of assessments in a healthcare setting.
Make Sample Assessments Available to Users: Grant users the required access and permissions to use the sample AUDIT-C, GAD-7, PHQ-9, intake, risk, and safety plan assessments. Integrate sample assessments into your workflow by using the Action Launcher or Assessment component in Integrated Care Management, the Crisis Support Center Management app, and the Behavioral Health app.
Set Up Score Evaluation: Configure score evaluation for assessments so that users have quantifiable data to support their understanding of a person’s responses. Add the Response Value Score field to the Assessment Question Response page. Then, set up a score evaluation tool and configure the Get Assessment Response Score flow to meet your unique business requirements.
Set Up Assessment Score Tracking and Analysis: Evaluating and monitoring assessment scores with the Assessment History and Assessment Questions components helps users analyze important changes over time. With data to support their understanding of a person’s performance and progress, users can confidently make decisions, plan timely interventions, and eventually improve outcomes.
Set Up a Decision Matrix to Evaluate Scores: To evaluate assessment scores, create a decision matrix in Business Rules Engine using a CSV file that contains the assessment questions and assessment question responses with their corresponding response value scores.
Set Up Generative AI Suggested Assessments: Set up Generative AI Suggested Assessments to provide your users with AI-powered assessment suggestions based on a patient’s profile across Agentforce Health, Data 360, and zero-copy external sources.
Set Up Unified Search Experience for Assessments: To enable users to find both Discovery Framework-based internal assessments and external assessments from a single search bar, set up Unified Search Experience. Users can find Unified Search Experience in the Assessment Library tab of the Assessment component.
Set Up Suggested Assessment Responses: To help care managers access smart suggestions to assessment questions, configure suggested responses for Discovery Framework-based, internal assessments and MCG assessments.
Configure Assessments for the Behavioral Health App: Assessments help behavioral health specialists gain a better understanding of a client’s mental health status. To use and customize samples of standard AUDIT-C, GAD-7, PHQ-9, intake, risk, and safety plan assessments, install Omnistudio, enable Discovery Framework, and deploy sample templates.
Configure the Person Account Page Layout for the Behavioral Health App: Customize the Person Account record page with content relevant to behavioral health specialists and then set the page as the default person account page for the Behavioral Health app. In the Behavioral Health app, behavioral health specialists can capture clinical notes, verify the member’s insurance plan details, and view clinical service requests and medication statements at a glance.
Behavioral Health App: Give users a 360-degree view of the behavioral or mental healthcare journeys of patients with the Behavioral Health app. Behavioral health and intake specialists can view a timeline of key events and engagements, capture assessments, and perform the common tasks in a patient’s behavioral health journey, from intake through sessions with specialists.
Assign Behavioral Health App Permission Sets to Users: Provide behavioral or mental healthcare specialists and intake specialists with the permission sets required to use the Behavioral Health app. Permission set licenses are assigned by default when you assign permission sets to users.
Set Up the Behavioral Health App: Before your users can start using the Behavioral Health app, enable the app and follow guided setup steps to enable and configure related components.
Care Program Management: Maximize the impact of your care programs with enrollment and management tools to help drive adherence and improve outcomes. Care programs can cover services such as patient outreach, access to medications, access to care, financial assistance, or remote monitoring.
Agentforce for Provider Contact Center: Use Agentforce to enhance every patient interaction and speed up the resolution of patient queries and service requests. Provide personalized support with instant access to patient data, including medical histories, treatment plans, and real-time eligibility and benefit details, on a single interface. Improve operational efficiency and ensure data accuracy as Agentforce connects with external EMR systems, simplifies patient registration, and creates or updates patient-related clinical and administrative data, all while adhering to strict healthcare compliance.
Create an Agent to Manage athenahealth Patient Details: To help contact center reps quickly register patients, manage patient data, create patient cases, and create medication requests (prescription refills) in athenahealth, create a contact center agent and then customize the Patient Data Management subagent.
Create a Permission Set for Provider Contact Center Agent Access: Create a permission set and add access for using the agent that you created for Provider Contact Center. Assign this permission set to the contact center reps to help them use the agent effectively.
Commercial Excellence in Health Cloud: Medical device manufacturers can manage their volume and price agreements at the product level with their customers using sales agreements. They can also manage account and product specific forecasts, and create account manager targets.
Subagent: Patient Data Management: Manages patient-related clinical and administrative data for various purposes by interacting with Electronic Medical Record (EMR) systems. Automates FHIR-based operations, such as patient registration, communication, and medication management.
Subagent: Patient Data Retrieval: Provides contact center reps with real-time patient data from external EMR systems by using the US Core Data Set(USCDI) FHIR APIs during patient interactions. This data includes demographic, clinical, and administrative information, such as medical history, treatment plans, and current health status.
Actionable Segmentation for Crisis Support Center Management: Create follow-up lists of providers and clients using actionable list definitions and actionable lists. Actionable list definitions use Data Processing Engine to create datasets using information from different objects. Then, you can create actionable lists for follow-ups using these datasets.
Configure Bed Search for Crisis Support Center Management: Set up data about care facility beds—and the associated healthcare facilities, care programs, products, and bed types—so that users can search for beds across facilities.
Clone the Send Emails to Request Facility Bed Availability Flow: Clone the Send Emails to Request Facility Bed Availability flow and set the cloned flow to run on a schedule. This flow sends emails to facility admins that includes a link to your Experience site, where they can update their available care facility bed count. This update is automatically reflected in your org.
Clone the Send Email to Account Contacts Flow: Clone the Send Email to Account Contacts flow and add your Experience site URL to the emails sent to care facility admins. Clicking the link redirects admins to your Experience site, where they can update the available bed count in their facilities and confirm the availability of requested beds for referrals.
Create Referral Flow for Crisis Support Center Management: Counselors can ensure that clients receive timely care by referring them to the right provider or facility using the Create Referral flow. This flow helps users gather relevant client, provider, and facility details and creates related referral records for them. You can configure this flow to meet your unique business needs. You can also add the Create Referral action to the Bed Search component.
Messaging for SMS in Crisis Support Center Management: Messaging for SMS in Crisis Support Center Management provides a communication channel for clients who prefer to message with counselors instead of speaking with them on a call. When a client sends an SMS to the crisis center’s helpline number, Omni-Channel routes the messaging request to qualified counselors. When a counselor accepts the request, an Omnistudio Data Mapper creates a messaging session record and opens the intake flow OmniScript.
Enhanced Web Chat in Crisis Support Center Management: Enhanced Web Chat enables clients to communicate with counselors using web chat in an Experience site. Omni-Channel routes incoming messaging requests from guest users to counselors. When a counselor accepts a request, an Omnistudio Data Mapper creates a messaging session record and opens the intake flow OmniScript. Counselors use the intake flow to capture client details and associate the client with a new or existing account. Saving the client details automatically creates a case record.
Agentforce for Provider Contact Center: Leverage Agentforce to optimize every patient interaction and enable faster resolution of patient queries and service requests. Deliver personalized support with real-time access to patient data, including medical histories, treatment plans, and real-time eligibility and benefit details, on a unified interface. Boost operational efficiency and ensure data accuracy as Agentforce integrates external EMR systems, simplifies patient registration, and creates or updates patient-related clinical and administrative data, all while maintaining strict healthcare compliance.
Create an Agent for Provider Contact Center: Use the Agentforce Employee Agent template to create an agent to unlock the power of Agentforce for your provider contact center reps. Add contact center specific subagents to the agent to help contact center reps manage patient interactions with real-time access to patient data.
Set Up Agentforce for Provider Contact Center: To help contact center reps deliver efficient patient interactions by using Agentforce, enable the required settings and set up Agentforce for Provider Contact Center.
Deploy Health Cloud Data Kits: Deploy the Health Cloud data kits to access data streams, data lake objects, and data transforms built specifically for healthcare use cases.
Data 360 for Health Cloud: Data 360 for Health Cloud connects and integrates healthcare data across Salesforce and other external systems. It offers prebuilt and customizable solutions that provide a unified view of data sourced from different channels, giving you a holistic and comprehensive view of patients.
Set Up Data 360 for Health Cloud: Before you use the Health Cloud data kits and data model objects, complete the basic configurations required to work in Data 360. Set up Data 360, enable the required Health Cloud features, connect Data 360 to your Salesforce CRM org, and verify the SSOT version.
Define Sharing Settings for DHI Users: Set the organization-wide default external access that partner users need for quotes, census records, accounts, opportunities, and catalog data.
Define Sharing Settings for Medicare Sales Users: Update the organization-wide default external access so Medicare sales users can create an identity and work with quotes, opportunities, and provider data.
Configure Medicare Sales Flow Inputs: Provide the flow inputs required to identify the opportunity, catalog, territory, appointment type, sales stage, transaction type, and authorization forms used throughout Medicare Sales Flow. Optionally, configure compliance hours, scheduling policy details, and engagement channel type IDs to support appointment scheduling and compliance requirements.
Get Your Org Ready to Use Digital Health insurance: Before you get started with Digital Health Insurance, set up Digital Insurance, configure Group Benefits in Digital Insurance, and enable Digital Experiences.
Get Your Org Ready to Use Medicare Sales Flow: Provision the packages and permission sets, and turn on the Data Cloud, provider search, and scheduler features that Medicare Sales Flow uses.
Set Up Medicare Sales Flow: Guide sales representatives through an end-to-end experience for enrolling beneficiaries in Medicare health plans. Starting from a Salesforce person account, representatives can complete each stage of the Medicare sales journey in one flow without switching between multiple carrier systems.
Digital Health Insurance: Digital Health Insurance in Health Cloud provides a guided, multi-step quoting experience that enables brokers to discover, compare, and generate insurance quotes within a single workflow. Built for small group insurance scenarios, this feature brings together plan discovery, census data processing, plan comparison, and AI-assisted recommendations to simplify how quotes are created.
Assign Permission Sets to Partner Users: Assign the appropriate permission sets to Digital Health insurance and Medicare Sales reps so that they can access the features required for their respective sales processes.
Create Partner User Profiles: Create the DHI Partner User and Medicare Sales Partner User profiles, and grant the system permissions that those partner users need.
Create an Experience Cloud site: To give brokers a dedicated external site where they can log in and work with quotes, create an Experience Cloud site by using the partner template.
Enable a Broker Account and Create a Partner User: To allow a broker to sign in through the partner site, first enable the broker account as a partner account and then create a partner user from the associated contact.
Add the Pending Signature Component to a Page: Help users track when records are ready for their signature by adding the Digital Verification List component to the Home page or a record page such as the Care Program Enrollee record page. Users can view a list of digital verifications that either require signatures or are rejected but still open.
Create a Signature Trail: Create a signature trail that sets the number of required signatures and determines if designated verifiers must sign the records in a specific order. After you create the trail, configure the signature details.
Define a Signature: After you create a signature trail, define signature details such as the order of designated verifiers and whether designated verifiers belong to a user group or have a specific participant role. You also set the text for the pre- and post-signing reasons.
Set Up Electronic Signatures: Set up the Digital Verifications feature to manage electronic signatures in Salesforce rather than in a 3rd-party application.
Electronic Signatures: Reduce turnaround time by managing electronic signatures in Salesforce using Digital Verifications. Set up signature trails for records or workflows that require users to verify key updates.
Disease Surveillance: Manage disease investigation cases efficiently, streamline investigations, and track patient data by using Disease Surveillance objects. Use these objects to connect disease related data, update processes, and improve coordination. Address challenges caused by disconnected systems and outdated methods, reduce delays, ensure accuracy, and strengthen public health responses.
Subagent: Disease Surveillance Case Management: Assists case investigators, case intake specialists, and admin managers in performing key tasks, such as case reporting, assignment, classification, generating public health case and investigation summaries, and managing duplicate cases.
Set Up Disease Surveillance Analytics for Public Health: Analyze disease spread and public health trends by setting up Disease Surveillance Analytics. Use Data 360 to consolidate public health data across systems. Deploy the required data kits and the Disease Surveillance Analytics app to provide public health officials with a single, comprehensive view of disease trends, critical case metrics, and demographic analysis.
Configure an Application Record Type for Licensing and Permitting: Track licensing and permitting applications by usage type, apply the correct fields and validations, and standardize data capture for accurate and compliant decision-making by configuring an application record type.
Disease Transmission Chain Visualization: Use an Account Contact Relationship graph to visualize infectious disease transmission on a single page. See how accounts and contacts are connected by analyzing contact encounters and risk levels, which gives epidemiologists a consolidated view of transmission patterns. Manage high-volume data, accelerate containment strategies, and make faster evidence-based decisions to improve the outbreak response.
The Data Model: Use the Disease Surveillance data model to track disease data and public health activities. Capture patient-related information such as specimens, medication, demographics, disability status, and disease-related information such as disease definition, investigation, and outbreaks.
Set Up Public Health Case Deduplication: Help your users manage public health responses efficiently by maintaining clean and accurate data. To resolve duplicate public health case records, turn on Deduplication of Disease Surveillance Records in Setup. Unify your data across systems by enabling Data 360. Then, install the required data kits and configure the Identify and Resolve Duplicate Disease Cases flow. Finally, embed the flow on the case record page.
Create a Template for Batch Processing: Create a batch processing template by using standard or custom templates to automate high-volume file data extraction. Configure execution schedules, specify source folders for file uploads, and define setup details that maximize processing efficiency.
Enable Industries Licensing, Permitting, and Inspections (LPI): To help public health agencies conduct inspection visits for a thorough disease investigation and simplify healthcare license and permit management, enable Industries Licensing, Permitting, and Inspections (LPI) in Health Cloud.
Batch Document AI: Extract data from multiple files simultaneously to scale high-volume document processing. Batch processing minimizes manual data entry, speeds up review times, and makes sure teams have quick access to essential case information. Clear high-volume intake without extracting the same file more than once, and keep investigations moving while source files stay in the folders your organization already uses.
Customize Context Definition for Document Extraction: Your case intake specialists can adapt Document AI for Health for their specific requirements. Customize a standard context definition to inherit all core components, such as nodes, attributes, and mappings, and extend the context definition based on your requirements by adding custom components. Support unique use cases by making sure that no critical data is missed during PDF extraction, which strengthens overall disease data management.
Industries Licensing, Permitting, and Inspections (LPI) Settings: Create, manage, and track inspection visits in Health Cloud and ensure efficient disease investigation. Streamline healthcare license and permit management by centralizing application intake, approvals, and renewals to ensure quick processing, accurate records, and compliance with regulations.
Document AI for Health: Use the Document AI for Health with AI capabilities to automatically extract data from PDFs, such as patient health details from lab reports or disease definitions from external health authorities, and match it to Health Cloud objects. Improve data accuracy and reduce errors by minimizing manual data entry. Make sure data is captured on time and consistently, and handle increasing document volumes efficiently.
Document AI for Health: Leverage the Document AI for Health with generative AI capabilities to automatically extract data from PDFs, such as patient health details from lab reports or disease definitions from external health authorities, and map the data to Health Cloud objects. Create custom templates for your organization’s use cases and enable batch processing for multiple files to lower administrative overhead and speed up processing times. Enhance data accuracy and minimize errors by reducing manual data entry efforts. Ensure timely and consistent data capture, and scale operations efficiently as your document volumes grow. Match each document to the right template automatically, so teams spend less time choosing templates and avoid extracting the same file more than once. Act on a single urgent document, or process a high volume of documents together. Extract files that stay in Amazon S3, without copying them into Salesforce first.
Schedule a Batch Job For Batch Processing: To automatically process the PDF documents uploaded into your designated folder, schedule the DocumentAI.BatchProcessor Apex class. After the documents are processed, the extracted output becomes available in the Document Extraction Request object.
Set Up Assessment for Disease Surveillance: Help case investigators collect detailed information during disease investigation. Support accurate diagnosis, timely treatment, and early detection of potential outbreaks.
Set Up Document AI for Health: Enable users to automate data extraction from PDFs and map the data directly to Health Cloud objects. Give users faster, more accurate extraction, including automatic template matching and the option to process one document or many.
Create Custom Extraction Templates: Create extraction templates tailored to your organization's specific document types and business requirements. Define what information Document AI extracts by setting up context definitions with nodes (objects) and attributes (fields) for your unique document structure. Capture data from sources such as physician summaries or referral documents, including demographic information, care instructions, identified risks, or medication details. Define mappings to ensure Document AI maps the extracted information accurately to the Health Cloud data model.
Use Custom Templates to Extract Documents: Leverage custom extraction templates to meet your organization's specific business requirements. Capture the right data from health documents by using templates designed for your workflows. Extract data from health documents and map it to the Health Cloud data model to deliver trusted, high quality data that support effective public health surveillance and decision-making.
Create and Import Documents: You can integrate a fax system with Health Cloud's Intelligent Document Automation features by creating and importing documents programmatically.
Sample of Automated Document Queues: Automate document processing by routing received documents to different queues as they progress through your workflow.
Agentforce for Public Health: Use Agentforce to accelerate disease surveillance case classification and boost overall productivity. Streamline decision making and accelerate public health responses through concise case and investigation summaries. Ensure data transparency and precision through confidence scores and attribution insights. Enhance case management, reduce manual effort, and keep health statuses current.
Set Up Agentforce for Public Health: To ensure AI-driven case classification for your case managers and public health investigators, enable the required settings and set up Agentforce for Public Health.
Agentforce for Public Health: Leverage Agentforce to speed up disease surveillance case classification and increase overall productivity. Streamline decision making and accelerate public health responses through concise case and investigation summaries. Ensure data transparency and accuracy with confidence scores and attribution insights. Improve case management, minimize manual effort, and keep health statuses up to date.
Create a Permission Set for Public Health Agent Access: Create a permission set and add access for using the agent that you created for Public Health. Assign this permission set to case investigators, case intake specialists, or admin managers to help them use the agent effectively.
Create an Agent for Public Health: Unlock Agentforce's capabilities for your case managers and public health investigators to classify cases by creating an agent by using the Agentforce Employee Agent template. Add public health-specific subagents to the agent to streamline case classification, reduce manual work, and enhance case management.
Einstein Embedded AI for Health Cloud: Timely care and communication are crucial in healthcare. Health Cloud’s embedded generative AI capabilities help healthcare professionals to summarize health records faster and easily generate standardized and personalized email content. Use our built-in prompt templates to improve efficiency, accuracy, and communication in healthcare, leading to reduced costs, better outcomes, and increased access to care.
Get to Know Health Cloud’s Embedded AI: Use Einstein generative AI to significantly enhance healthcare and boost operational efficiency by improving clinical decision-making and optimizing administrative tasks. By embedding Einstein powered solutions right on the patient and provider record pages, Health Cloud helps in automating routine healthcare tasks and makes several processes and operations run more smoothly. Use the built-in healthcare-specific prompt templates to create emails and summarize patient and provider information.
Get Your Health Cloud Org Ready for Embedded AI: Complete a few standard tasks to prepare your org for the Embedded AI capabilities available in Health Cloud. You must assign the required permissions and licenses to your org.
Set Up Embedded AI for Health Cloud: Improve operational productivity and enhance the experience of both healthcare professionals and patients with Health Cloud’s AI-based text summarization and email generation. Configure Health Cloud to enjoy the collaboration with AI and to promote a transformative journey towards improved patient care.
Configure the Einstein Summary Component for Health Cloud: Add the Einstein Summary component to the person account and contact record pages so that your users can start creating summaries of patient and provider information. You can choose which prompt templates appear in the component.
Electronic Signatures in Health Cloud: Reduce turnaround time by managing electronic signatures in Health Cloud using Digital Verifications. Set up signature trails for records or workflows that require users to verify key updates.
Enable Disease Surveillance: Before your users can start using Disease Surveillance data model objects and the Disease Surveillance app, you must enable the feature.
Life Events and Milestones in Health Cloud: With the Events and Milestones component, capture and track significant events in a patient’s life that may impact their healthcare.
External File Storage with Amazon S3 for Health Cloud: Connect Amazon Simple Storage Service (S3) to Salesforce to manage high-volume files without leaving the Salesforce platform. Healthcare organizations can access, search, stream, and attach files directly within Health Cloud to meet strict compliance and storage requirements.
Agentforce Health Generative AI Summaries: By using generative AI summaries, healthcare users get a unified, AI-generated summary of a member, patient, individual provider or facility. This gives users quick and relevant context at the start of every interaction. Instead of navigating multiple tabs and systems, healthcare users see one unified summary that surfaces the most relevant information for the interaction, pulled in parallel from Agentforce Health and Data 360.
Add the Persona-Based Summary Component to Person Account Pages: To show generative AI summaries to healthcare users, add the Persona-Based Summary Lightning web component to your Person Account page layouts and map each instance to the flow for that persona.
Configure Data Streams for Summary Data Model Objects: To bring external data such as claims, prior authorizations, appeals, or grievances into your summaries, turn on Data Cloud and configure data streams that populate the summary Data Model Objects.
Create Summary Data Graphs: To bring together structured data from your summary Data Model Objects (DMOs), use the Member & Patient Summary and Provider & Facility Summary data graphs from the Generative AI Summary data kit.
Data Model Objects for Generative AI Summaries: Use these Data Model Object (DMO) field mappings when you configure data streams for the Member & Patient Summary and Provider & Facility Summary data graphs.
Assign Licenses and Permissions for Generative AI Summaries: To let healthcare users see generative AI summaries on member, patient, and provider records, confirm that your org has the required add-on licenses, then assign the permission set licenses to each healthcare user.
Review Summary Context Definitions: To support generative AI summaries, confirm the context definitions used by the member, patient, and provider summaries are active.
Review Generative AI Summary Flows: To make sure each persona summary gets the right data, review the flows that gather record and related data for the member, patient, and provider summaries.
Review Summary Prompts: To confirm that each persona summary uses the right instructions, review the prompt templates for the member, patient, provider, and facility provider summaries.
Set Up Generative AI Summaries for Agentforce Health: To help healthcare users engage each member, patient, or provider with context, turn on the required settings and set up generative AI summaries for Agentforce Health.
Group Benefits App: Give internal insurance sales agents a centralized location where they can track leads, create quotes, manage enrollment census data, and enroll group members and dependents in selected insurance plans.
Configure the Group Benefits Document Generation Omniscript for Health Cloud: The Document Generation Omniscript creates documents in .pdf and .docx format based on a template. Configure the Omniscript with details about your document template. To meet specific business requirements, you can customize the Omniscript and the template used to create quote documents. You can also create versions of the template to use in other document generation workflows.
Configure the Group Benefits Enrollment Omniscript for Health Cloud: The Enrollment Omniscript for Group Benefits uploads group benefits plan enrollment data with census members and dependents. To use the Omniscript, customize the enrollment flow included in the Insurance Industries Extension managed package, and create a batch job to process bulk enrollment requests asynchronously. Then activate the Enrollment Omniscript. To meet specific business requirements, you can customize the Omniscript.
Set Up the Group Benefits App Home Page and Record Pages: Give internal sales agents access to small group quoting and enrollment workflows by adding actions to the Action Launcher on the Group Benefits app home page and record pages. Add the Small Group Quoting and Group Benefits Enrollment OmniScripts to custom tabs on the account and opportunity pages. Add census management, enrollment, and mid-term adjustment components from the Insurance managed package to the account and quote pages.
Get Your Org Ready for the Group Benefits App: Make sure you have the required managed packages installed, set up the account and contract pages, configure the security settings required by app components, and verify Omnistudio settings.
Configure the Group Benefits Small Group Quoting Omniscript for Health Cloud: The Small Group Quoting Omniscript creates a quote for a small group plan. Configure the Omniscript with details about the custom Producer field and the document generation Omniscript. To meet specific business requirements, you can customize the Omniscript.
Group Memberships and Households in Health Cloud: Set up standard objects and guided flows to create and define groups of individuals, such as households. Then connect individuals and organizations to each other and track their relationships.
Data Model Objects for Health Cloud: The standard Healthcare Data Model Objects in Data 360 can be used to unify health data from multiple sources, enabling a comprehensive 360-degree view of healthcare information and facilitating the calculation of insights and derivation of scores.
Health Cloud Managed Package: Health Cloud originally started out as a managed package that was installed on the core Salesforce platform. Over the years, Health Cloud has gradually moved away from distributing new features through the managed package, and instead has built its features directly on the core Salesforce platform.
Agentforce and Einstein Generative AI for Health: Streamline healthcare operations and enhance patient health outcomes by using Agentforce and Einstein generative AI. Assessment Generation leverages Einstein’s capabilities to simplify the labor-intensive process of creating assessment questions by efficiently extracting question details from complex documents. Improve operational efficiency with subagents, agent actions, and embedded prompt templates that help to generate AI-based summaries and emails for healthcare.
Agentforce for Health Engagement: Leverage Agentforce to reduce contact center overhead and empower members to complete self-service tasks on portals. Agentforce helps members find in-network providers, check their health plan benefits, and access their health history.
Agentforce for Patient and Member Self-Service: Leverage Agentforce to empower members to complete self-service tasks. Agentforce helps members find in-network providers, check their health plan benefits, and access their health history.
Create an Agent for Health Engagement Patient and Member Self-Service: Use the Agentforce Service Agent template to create an agent that patients and members can use to complete self-service tasks. Add specific subagents to the agent to help members search for in-network providers, check their health plan benefits, and access their health history.
Enable Care Gaps for Patient and Member Outreach: Enable Care Gaps and provide the required permission for marketing teams to access the tasks that a patient or member has to complete to close open care gaps.
Enable Health Engagement: Before your marketing team can use Health Engagement, you must enable the Patient and Member Outreach and Patient and Member Self-Service settings.
Ingest Care Gap Data and Associated Records from External Systems: Connect an external system, such as an electronic medical record (EMR), to Data 360 so care gap data and associated records flow in for unified patient and member outreach. Create an Ingestion API connector, then deploy the External Care Gap Integration Data Kit to map the incoming records to Health Cloud data model objects.
Learn About Health Engagement: The Health Engagement app offers pre-built solutions that help you educate, engage, and empower members and patients. With Patient and Member Outreach, your healthcare marketing team proactively engages with members and patients by managing multichannel outreach campaigns. By leveraging Agentforce for Patient and Member Self-Service, members can complete self-service tasks and become more involved in their health journey.
Health Engagement: Use Health Engagement to proactively engage with members across multiple channels like email and SMS and automatically send reminders for care gap closure. Your marketing teams can create and manage outreach campaigns and access prebuilt engagement templates from the Health Engagement app. Patients and members can use the Agentforce-powered self-service to complete quick tasks such as searching for in-network providers and verifying coverage details.
Set Up Patient and Member Outreach: Healthcare marketing teams use Patient and Member Outreach in the Health Engagement app to create and manage multichannel campaigns. Member engagement is made easier by working with pre-built tools such as outbound engagement templates, flows, and Data 360 components.
Set Up Agentforce for Formulary Data Queries: Create a agent that reduces inbound coverage calls by giving patients and members self-service answers about prescription drugs. Members get formulary status, coverage limits, and more affordable options in a portal session instead of waiting on hold, and reps spend more time on complex cases.
Set Up Agentforce for Member Data Queries: Configure Agentforce so that members can access their personal data from self-service portals. Agentforce for Member Data Queries helps members check their health plans and coverage, access their health and care history, and more.
Set Up Agentforce for Provider Network Search and Queries: Configure Agentforce so that members can search for in-network providers from self-service portals. Agentforce for Provider Network Search and Queries helps members check if providers are covered under their health plan, if these providers take new appointments, and more.
Install the Health Engagement Analytics Application: Install the Health Engagement Analytics application so your users can measure care gap campaign success as soon as outreach runs. After you select a data space and install the app, they get a pre-built dashboard with closure rate, time to close, manual intervention, and touches per closure, with no extra analytics setup.
Set Up Data 360 for Patient and Member Outreach: Deploy the data kits required to set up Health Engagement patient and member outreach. Then, review the identity resolution, data graphs, and segments.
Subagent: Drug Coverage Inquiry: Answers plan-level drug formulary questions using PDex FHIR-aligned, CMS-compliant APIs. Members get coverage, alternatives, authorization rules, and cost-tier details from public formulary data.
Subagent: Member Data Queries: Answers member data questions using PDex FHIR-aligned, CMS-compliant APIs to deliver accurate, conversational, and interoperable experiences across portals.
Subagent: Provider Network Search and Queries: Answers provider network and discovery questions using FHIR-aligned, CMS-compliant APIs to deliver accurate, conversational, and interoperable experiences across portals and contact centers.
HLS Accelerators: HLS Accelators are free automations, components, and solutions that help our Health and Life Sciences customers realize a faster time-to-value. The accelerators remove implementation barriers and reduce overall implementation efforts.
Home Health: Use Home Health to efficiently schedule and manage visits for your organization’s home healthcare services. With this feature, your users can automate large parts of their operations, such as scheduling recurring visits and managing field resource assignments.
Add the Accept Visit Button to the Mobile App: Update the Schedule Broadcast Appointment object’s page layout with the Accept Visit Lightning and Mobile action. Your care resources can then accept broadcasted visits using this quick action button from their Field Service Mobile app.
Add the Broadcasted Visits tab to the Mobile App: Enable your care resources to view a list of broadcasted visits by adding the Broadcasted Visits tab to the Field Service Mobile app. Configure the tab to show the Schedule Broadcast Appointment Resource list view. Your care resources can then easily scan through the list and identify potential visits that align with their schedule.
Agentforce for Home Health: Harness the power of Agentforce to optimize home healthcare operations and enhance patient health outcomes. Prioritize patient-centric care with the AI-powered summarization of patient information and personalized, real-time recommendations for healthcare services. Elevate operational effectiveness and promote accurate financial management by leveraging Agentforce to analyze patient voice call transcripts, extract home visit requirements, and generate patient coverage benefits and quotes.
Set Up a Data Library for Home Health: Create a data library with information on home healthcare services and assign the library to your agent. A data library is a trusted data source that personalizes answers and improves your agent’s response accuracy. Agentforce uses the data library as the source and provides patient-centric, real-time recommendations for home healthcare services to care coordinators.
Learn about Agentforce Setup for Home Health: Leverage Agentforce to optimize home healthcare operations and improve patient health outcomes. Focus on patient-centered care with AI-driven summarization of patient information and personalized, real-time service recommendations. Boost operational efficiency and ensure accurate financial management by using Agentforce to analyze patient call transcripts, identify home visit needs, and generate patient coverage benefits and quotes.
Create a Permission Set for Home Health Agent: Create a permission set and add permissions for using the agent that you created for Home Health. Assign this permission set to the care coordinators to help them use the agent for home healthcare services.
Create a Permission Set for Home Healthcare Post-Visit Summary: Create a permission set and add permissions for using the agent that you created for Home Health post-visit summary. Assign this permission set to the care resources to help them use the agent for generating the post-visit summary.
Create an Agent for Home Healthcare Post-Visit Summary: Create an agent based on the Agentforce Employee Agent template to quickly automate post-visit home healthcare summaries. Complete the setup by integrating the subagent, adding recommended actions, and providing access to care resources. Reduce manual paperwork and accelerate the documentation process by empowering your care team to focus their valuable time on patient care rather than administrative tasks.
Configure the Prompt Template and Flow for Home Healthcare Pre-Visit Summary: Equip your care resources with a pre-visit audio briefing that summarizes the patient's history, preferences, and upcoming visit details. Care resources use the Field Service mobile app to listen hands-free and safely absorb critical clinical information while driving to the home visit. Clone, activate, and establish the link between the Generate Home Healthcare Pre-Visit Summary prompt template and the Set Prompt Template for Pre-Visit Home Healthcare Summary flow.
Set Up Salesforce Voice for Home Health: Salesforce Voice (formerly Service Cloud Voice) leverages the power of Amazon Connect telephony to give care coordinators a seamless service experience interacting with patients. Turn on Salesforce Voice and configure a contact center to enable care coordinators to receive voice calls from patients.
Subagent: Patient Home Healthcare Management: The Patient Home Healthcare Management subagent summarizes patient medical information and healthcare history for home healthcare on the Patient Account record page. The subagent extracts home visit requirements, including quotes and benefit information, from voice call transcripts and offers information and recommendations on home healthcare services using Salesforce knowledge articles.
Subagent: Patient Home Healthcare Management on Voice Call: The Patient Home Healthcare Management on Voice Call subagent identifies the patient account from a voice call record and drafts a comprehensive summary of the patient’s medical information and healthcare history for home healthcare. The subagent extracts home visit requirements, including quotes and benefit information, from voice call transcripts and provides recommendations based on Salesforce knowledge articles.
Subagent: Home Healthcare Visit Summary: The Home Healthcare Visit Summary subagent helps care resources find and review work orders and related records, draft visit documentation, and generate visit summaries during patient home visits. This subagent uses Salesforce records and approved actions to generate responses.
Create an Agent for Home Health: Help your care coordinators use Agentforce for home healthcare by creating an agent based on the Agentforce Employee Agent template. Add the Home Health specific subagents from the asset library to the agent. Apply contextual filters to make sure that the agent uses the right subagent on the Account and Voice Call record pages.
Clone and Activate the Get Home Healthcare Visit Details Flow: Streamline the preparation and follow-up of home healthcare visits by setting up the Get Home Healthcare Visit Details flow. The flow retrieves home healthcare visit details used to generate the pre-visit and post-visit summaries for care resources. Improve care coordination and visit readiness by cloning the latest version of the flow and activating it.
Home Healthcare Visit Summaries: Care resources access comprehensive summaries before and after patient visits by using the Field Service mobile app. These summaries improve operational productivity, ensure safe transit, and maintain continuity of care across different resources.
Customize the Voice Call Record Page Layout: Improve the user experience of your care coordinators by updating the template of the Voice Call record page to Header and Left Sidebar. This customization shows the voice call transcript on the left panel and helps your care coordinators to easily view the transcript while interacting with an agent in the Agentforce panel on the right.
Artificial Intelligence for Home Health: Get the top three recommended care professionals for a patient and use this information to swiftly schedule the patient's appointment with the most appropriate care professional.
Set Up the Home Health Budget Component: Place the Home Health Budget Lightning component on the Person Account record page. Care coordinators can then review the quotes and benefits, calculate the final budget, and send the budget document for patient approval.
Create a Custom Notification for Home Visit Budgeting: Create a custom notification for sending in-app notifications to care coordinators about the status of budget document generation. When a care coordinator sends the budget information to a patient for approval, the Send Home Visit Budget Document flow creates the budget document and uses this custom notification to send a status notification. If the budget document creation fails, the flow sends a failure notification and care coordinators can retry the document generation process.
Set Up Record Types and Records for Home Health: To facilitate a unified quoting and budgeting process, create record types on the Product object and create records on the Product Specification Type and Product Specification Record Type objects. Use Home Health's guided setup to create the record types and records with minimal effort.
Care Professional Recommendations by Using Scoring Framework: Use Scoring Framework to get the top three recommended care professionals for patients based on care professionals’ missed appointment history, treatment frequency for multiple parameters, utilization rates, and average service appointment duration. Use this information to identify care professionals who are best suited for patient needs, and avoid last-minute rescheduling. Maximize patient satisfaction by assigning available care professionals with high effectiveness scores, and avoid discontentment among care professionals by distributing work equitably.
CRM Analytics App Assets to Get Care Professional Recommendations: The CRM Analytics app installed by the template configuration that you created to get recommended care professionals for visits contains preconfigured recipes that generate datasets, and a model.
Clone and Activate the Verify Home Visit Electronically Flow: Automate and streamline the electronic visit verification process by setting up the Verify Home Visit Electronically record-triggered flow. Simply clone the default flow and activate it.
The Home Health User Interface: Home Health includes an app and three lightning components that your schedulers can use. Your care resources in the field have access to Home Health in the Field Service mobile app.
Set Up Recurring Jobs for Enhanced Scheduling and Optimization: Set up Enhanced Scheduling and Optimization jobs that run every day and optimize your field resource utilization. We recommend scheduling these jobs to run after business hours or right before the business day starts so that the optimization accounts for last-minute changes in scheduling.
Configure the Work Order Object: Configure the Work Order object to use Home Health and improve its experience on the mobile app. Update the page layout with the Patient Detail Lightning and Mobile action and create a Home Health record type.
Create a Bundle Policy for Group Visits: Enable your home health agency to schedule group visits by defining an appointment bundle policy. Bundle policies determine how Home Health combines multiple patient visits into a single group visit.
Set Up a Context Definition for Home Health: To support efficient data access for the budgeting and quoting capabilities of Home Health, create a context definition based on the predefined SalesTransactionContext context definition.
Create and Upload a Document Template for Home Health: Simplify and automate the generation of home visit budget documents by using document templates. Depending on your business needs, design a template with an appropriate structure, content, format, and variables. You can also include tables, paragraphs, columns, and images.
Set Up a Pricing Procedure for Home Health: Use Salesforce Pricing and create a pricing procedure to help your care coordinators calculate the final net price of a home healthcare product or service availed by a patient. Pricing procedures are customizable, ordered stacks of pricing elements that call appropriate lookup tables to perform the pricing calculations. Transform all pricing policies established by your business into pricing procedures.
Set Up Catalogs, Categories, and Products for Home Health: Set up Product Catalog Management and create a diverse portfolio of catalogs, categories, and products for home healthcare. Streamline product setup and reduce redundancy by using attributes and classifications when you configure products.
Create Service Resources for Home Health: Create a service resource record for each care resource in the field. Field Service uses these records to manage visit assignments.
Create Service Territories for Home Health: Create service territory records to represent the regions where your organization provides home health services. Define operating hours for each service territory.
Assign a Service Resource to a Service Territory for Home Health: Assign service resources to the service territories that they operate in. Doing so creates a service territory member record that relates the resource and the territory. If necessary, change the operating hours for the service territory member if they differ from the service territory's operating hours.
Create Profile and User Records for Home Health: Users with different roles work on different aspects of Home Health. Schedulers work desk jobs and schedule visits for home healthcare services. Care resources work in the field and visit patient homes to provide care for patients. Based on the access to clinical data, you can further classify care resources as clinicians and caregivers. Based on your organization’s roles and personas, set up profiles for these users.
Create Work Types for Home Health: Create work type records to represent the different types of home health services that your organization provides. After you create work types, you can relate skills to the work types.
Set Up a Custom Flow to Handle Additional Benefits: After you set up a custom object to store the additional benefits of patients from invoices or other expenses, create a custom flow to help your care coordinators include such benefits in budget calculations. Set up the custom flow to suit your unique business needs and preferences and help your home health agency gain flexibility, get greater control, and achieve accurate budgeting and funding.
Set Up Custom Objects for Additional Benefits and Quotes: Create custom objects to store the information about additional benefits and quotes for patients from invoices or other expenses. These benefits are available to patients in addition to the standard benefits from member plans and product catalogs. The custom objects help your care coordinators to track and include the additional benefits and quotes in the overall budget calculation, facilitating detailed and accurate financial management of home healthcare.
Create a Custom Notification for Dependent Home Visits: Create a custom notification to send in-app notifications about dependent visits. When schedulers create dependent visits, the Create Home Visit Dependency flow creates the appointment dependency record and uses this custom notification to send a success notification. However, if the record creation fails, the flow sends a failure notification instead so that schedulers can manually create the appointment dependency record.
Set Up a Custom Flow to Handle Additional Quotes: After you set up a custom object to store the additional quotes for patients from invoices or other expenses, create a custom flow to help your care coordinators include such quotes in budget calculations. Set up the custom flow to meet your unique business needs and preferences and help your home health agency gain flexibility, get greater control, and achieve accurate budgeting and funding.
Customize Multi-Address Scheduling of Home Healthcare Visits: Help your schedulers create and select only active addresses when scheduling home healthcare visits. Add the Active field to the Contact Point Address default page layout. Also, update the Select Address for Home Healthcare Visits flow and the Schedule Home Healthcare Visits flow.
Home Health Data Model and Permissions: Home Health is primarily built on the Field Service data model. Here’s the set of permissions, objects, and metadata types that you get with Home Health.
Home Health Default Scheduling Policy: Scheduling policies determine how the Field Service engine matches patients with care resources in the field for their visits. Home Health offers a default scheduling policy that you can use to accelerate your implementation.
Define Skills and Skill Types for Home Health: Different types of services require different skills from the caregivers who perform them. Additionally, patients often have different preferences for their caregivers. Use the Skills page in Setup to define both caregiver skills and patient preferences.
Define Skills, Preferences, Objectives, and Work Types for Home Health: Home Health assigns field resources to visits based on patient preferences and the skills required for each type of service. Use the Work Type and Skill objects, and related objects, to record these preferences and skills.
Define Work Plan Selection Rules for Home Health: Work Plan Selection Rules determine when you use work plan templates to generate work plans for work orders. Health Cloud checks the values of certain fields on Work Order records, and then generates work plans from templates if those values match the selection rules that you define for different templates. Make sure you've already created records for the conditions you want to select. For example, create the necessary work types and service territories.
Enable Home Health: Before your users can start using Home Health, you must enable the feature, enable Field Service, and install the Field Service managed package.
Enable the Schedule Home Healthcare Visit flow: Streamline patient care by enabling schedulers to create and manage home health visits directly from a patient's record page by activating the Schedule Home Healthcare Visit flow. Schedulers can set up an initial start-of-care visit, schedule recurring visits by using advanced recurrence options, or create visits based on patient requests.
Enable Work Plans for Home Health: To automatically create work plans from work plan templates, you must first enable the setting in Setup.
Enhanced Scheduling and Optimization for Home Health: Because Home Health is built over Salesforce Field Service, it can use the Enhanced Scheduling and Optimization feature to optimize visit assignments for your org. You can configure the Enhanced Scheduling and Optimization jobs that you set up to run every day and reassign visits for optimal field resource utilization. The goal of this optimization is to use point-to-point predictive routing so that your field resources spend more time in appointments and less time traveling between them.
Enable Point-to-Point Routing for Home Health: Home Health uses Enhanced Scheduling and Optimization to execute point-to-point routing and optimize field resource utilization. You must enable point-to-point routing in your org first before this optimization can happen.
Exclude Visits from Optimization in Home Health: Not every visit has to go through optimization and reassignment. For instance, your org could have visits that have been canceled, completed, or put on hold. Changing assignments for these visits could lead to wasted resources and other complications. So, we recommend excluding visits with certain statuses from the optimization logic.
Update the Field Service Integration Permission for Home Health: To use Enhanced Scheduling and Optimization, you must update the Field Service Integration permission set. This permission set gives Field Service access to the data needed for optimization, automatic scheduling, and service appointment bundling.
Get Your Org Ready to Use Home Health: Before you get started with Home Health, complete a few standard tasks to prepare your org for the feature. Create profiles for your users and manage permission set assignments. You must also make changes to certain objects and generate the default scheduling policy.
Map Products to Work Types for Home Health: Boost your care resource's efficiency and maintain consistent business processes by linking products to work types. Work types represent the various home healthcare services that your company offers, and products are the essential items needed for these services. Use the Product Required object to match products with work types, and make sure that your care resources have the necessary items during home visits.
Set Up Medication Administration and Management for Home Visits: Help your clinicians to effectively administer medications and monitor a patient’s medication regimen during home visits. Set up flows and work steps so that your clinicians can use the Field Service Mobile app to manage medications safely, achieve greater medication adherence, and provide the best health outcomes to their patients.
Set Up Work Step Templates for Medication Administration: Configure work step templates for medication administration-related tasks and set up the Add Patient Medication for Home Visits - Medication Administration flow as an action definition. With the help of this template, you can simplify and streamline configurations, save time, and optimize the medication administration process.
Configure Field Service Mobile Settings for Electronic Visit Verification: Streamline, optimize, and standardize the electronic visit verification process by customizing the settings of the Field Service Mobile app. Use these customizations to accommodate the unique business needs of your home health agency while helping your care resources in the field to automatically verify their visits.
Clone and Activate the Notify Patients About Home Visits Flow: Enhance patient engagement and improve care coordination with patient self-service capabilities by setting up the Notify Patients About Home Visits flow. The flow sends in-app notifications to patients and keeps them up to date about the approval or rejection of their home visit requests. Simply clone the latest version of the flow and activate it.
Set Up Home Health for Patients: Enable seamless communication and care coordination between patients and their home health agency by setting up a dedicated Home Health Experience cloud site for patients. Assign the required permissions to patients, define sharing settings for the org, and configure the Home Health flows. With these configurations, your patients can easily review and manage their home visits, leading to an efficient healthcare experience.
Build an Experience Site for Home Health Patients: Set up an Experience Cloud site with the Home Health Patient Visits lightning component to keep your patients connected with their home health agency. Patients can easily access the site from their personal devices to manage their past, current, and upcoming home visits.
Field-Level Access for Patients: Enable the field level access for these fields when you set up the permissions for your patients.
Create a Custom Notification for Patient Requests: Create a custom notification for sending in-app notifications to patients about their home visit requests. When a scheduler approves or rejects a patient’s request, the Notify Patients About Home Visits flow uses this custom notification to send a notification to the patient.
Define Sharing Settings for Home Health Patients: Give your patients access to the profile picture of their caregivers by defining sharing settings for the User object. When your patients access their Experience cloud site, they can view the picture along with the other home visit details such as visit date, time, and status.
Set Up the Home Health Quote Component: Place the Home Health Quote Lightning component on the Person Account record pages. Care coordinators can then create quotes, and schedulers can schedule home visits for approved quotes.
Set Up Quoting and Budgeting for Home Visits: Enhance financial management and facilitate the seamless coordination of home healthcare services through the implementation of integrated quoting and budgeting capabilities. Your care coordinators and schedulers can use this optimized quoting and budgeting solution to consolidate patient information, generate accurate quotes and budgets, review benefits, and secure patient approval.
Activate the Reschedule Home Healthcare Visit Flow: Streamline and expedite the home visit rescheduling process for reschedule requests raised by patients by setting up the Reschedule Home Healthcare Visit flow. Simply activate the latest version of the flow and you’re done.
Handle Field Resource Absences in Home Health: Home Health gives you a record-triggered flow that updates scheduling conflicts when field resources assigned to visits take time off. The flow updates the visits affected by a resource’s absence with a new status, and then removes their resource assignments.
Configure Status Values for Resource Absence Handling in Home Health: To configure the updated status of visits affected by field resource absences, you must update a few Field Service Settings in the Field Service Admin app. Then, you define the status transition flows in Field Service.
Set Up Field Resources, Regions, and Times for Home Health: Create service resource records to represent your care resources in the field and create service territory records to define the regions where your organization provides home health services. Then, use service territory member records to assign your care resources to the region they operate in. You can do all of this in the Field Service Admin app.
Activate the Schedule Home Healthcare Visit Flow: Optimize the patient self-scheduling process and help your schedulers to easily schedule visits based on patient requests by setting up the Schedule Home Healthcare Visit flow. Simply activate the latest version of the flow and you’re done.
Clone and Activate the Send Home Visit Budget Document Flow: Automate budget document approval and improve care coordination by setting up the Send Home Visit Budget Document flow. The flow sends the budget document to patients and sends in-app notifications about the budget document status to care coordinators. Clone the latest version of the flow and activate it.
Set Up Service Objectives for Home Health: Service objectives indicate your scheduling goals and help in efficient resource assignment. First, verify that all required user profiles use the Skill Preference record type and page layout as the default for the Service Objective object. Then, create service objectives for each skill type that you have set up for your home health agency.
Add Service Objectives to Home Health Scheduling Policy: After you create service objectives for each skill type, add the objectives to Home Health’s default scheduling policy and specify the weight. This configuration helps Home Health to consider the weight defined for each skill and assign the most suitable care resource to patients.
Define Service Report Templates for Home Health: Service Report Templates help your users quickly generate reports for the visits they complete in the form of a PDF. You can share these reports with customers and supervisors to have the details of the visit on the record and to ensure that everyone’s on the same page about how the visit was performed. You can define Service Report Templates for your org from the Service Report Templates page in Setup, and then assign templates to the appropriate work types.
Set Up Dependent Home Visits: Enable your home health agency to support dependent visits where two care resources cater to the same patient at the same time. Dependent visits provide care continuity to patients and help improve their overall health outcomes.
Set Up Assessments for Home Health: Use the power of Discovery Framework and Omnistudio to build assessments for home healthcare. Clinicians in the field use their Field Service mobile app to gather patient assessment responses while performing home visits. Your clinicians can also complete assessments offline by capturing responses in low or no-connectivity environments. Home Health's offline assessment capability ensures uninterrupted care and critical data capture regardless of where the care is delivered.
Set Up Ambient Listening for Assessments: Boost operational efficiency and eliminate manual data entry bottlenecks by configuring ambient listening for your field team. Activate Agentforce and assign the required permissions to your clinicians so they can automatically transform real-time patient conversations into auto-populated assessment fields within the Salesforce Field Service app. Promote strict data compliance using a secure architecture that never stores the temporary audio transcripts.
Set Up Briefcase Records for Home Health: Enable your clinicians in the field to access information seamlessly when their mobile app is offline. Use Briefcase Builder to create a Briefcase, which is a set of rules and filters that select records for offline use. Connect the Field Service mobile app with the Briefcase to give your clinicians access to the most relevant records, even when there’s a network outage or spotty internet coverage.
Integrate Home Health with Integrated Care Management: Help your users to create enhanced care plans, assign them to home visits, and coordinate care more efficiently for their patients. Care plans focus on the patient’s unique set of needs, preferences, and health problems. Coupling a care plan with the right home care services provides a patient-centered approach to care.
Set Up Document Generation for Home Health: Set up the document generation capabilities so that your care coordinators and schedulers can easily handle the budget documents for home visits.
Update the Field-Level Security Permissions for Patients: To help your patients easily view and manage home healthcare details on the Home Health patient portal, clone the Home Health Patient permission set and enable field level access for the required fields.
Set Up Automated Order and Invoice Creation for Home Health Visits: Automate your financial cycle and improve revenue recognition by implementing integrated order and invoice generation. Use this automated solution to capture service details from completed visits, generate accurate orders, and schedule invoice batch runs. Make sure that every service, travel cost, and inventory item is accurately captured on an order and invoiced the moment a caregiver marks a work order associated with a home healthcare visit as completed.
Set Up Revenue Cloud for Home Health: Enable Revenue Cloud and set up Product Catalog Management and Salesforce Pricing to streamline how you manage products, catalogs, and pricing.
Set Up Home Visit Broadcasting: Optimize the complex visit broadcasting process of your home health agency by setting up the Field Service Mobile app. Visit broadcasting helps your agency reduce no-shows, handle the ever-increasing demand for care resources, and provide timely patient care by identifying matching care resources for a visit.
Set Up Electronic Visit Verification: Help your care resources and schedulers to verify visits automatically or manually and save the visit start and end details accurately.
Set Up the Home Health Visits Component: Place the Home Health Visits Lightning component on the Person Account record pages. The component is available on the Service Resource record page by default.
Define Work Plan Templates for Home Health Visits: Set up work plan templates for work types and use them to generate work plans for the work orders created for those work types. Work plan templates add tasks to scheduled visits that the field resource must complete before ending each visit. These tasks can be simple checklist items, or they can launch flows that the field resource can use to capture data for your org.
Integrated Care Management: Integrated Care Management helps your care managers create enhanced care plans and coordinate care more efficiently for their patients. The feature’s integration with Discovery Framework (Assessments) gives care managers recommendations when they create care plans. Integrated Care Management is built over Omnistudio, which gives you greater flexibility to customize the feature to your organization’s requirements.
Configure the Acknowledgment Page for Assessment Summaries: Verify and update all your existing assessment Omniscripts to include the custom Lightning component and show the Summarize button on the final acknowledgment page. Give care managers instant access to consolidated patient insights immediately after assessment completion.
Customize the Assessment Summary Flexcard Component: Clone and configure the Generative AI Assessment Summary Flexcard to manage suggested actions and custom components. You can either show or hide the Suggested Actions section as per your business requirements. Similarly, you can replace the existing component to use your own custom component. Activate your tailored design to equip care managers with instant and more relevant AI-driven patient assessment insights.
Assign Permission Sets for Assessment Summaries: Assign permissions according to each user's responsibilities. Care coordinators need the appropriate permissions to generate a summary and manage suggested actions.
Set up Suggested Actions for Assessment Summaries: Map your decision tables and MCG integration definitions within the Integrated Care Management settings page to trigger automated suggestions from assessment summaries. By default, all global actions and custom actions for creating and updating care plans are available as suggested actions. In addition, you can create custom global actions and object-specific quick actions to enable seamless updates directly from the summary.
Add the Care Gaps Flexcard to the Patient Record Page: Enable care managers to identify and update care gaps by adding the HealthCloudCareManagementCareGapManager Flexcard to the patient (person account) record page.
Add the Care Plan Interface to Record Pages: To give your users quick access to care plans, add the IndustriesHCCarePlanManager Omnistudio Flexcard to the person account, case, or clinical service request record pages. Flexcards display contextual information in an at-a-glance format and provide access to relevant tasks for the displayed data.
Add MCG-Related Components to Record Pages: To enable care managers to administer MCG assessments and create care plans from completed assessments, place the Assessment component and care plan interface on record pages. To track the history of an MCG assessment, place the Assessment history component on the assessment record page.
Agentforce for Integrated Care Management: Harness the power of Generative AI to optimize the patient evaluation process for care managers. By automating summaries and intelligently suggesting next steps, you can focus more on delivering personalized care and less on manual data review.
Learn about Agentforce for Integrated Care Management: Leverage Generative AI to optimize patient evaluation workflows and improve care coordination outcomes. Focus on patient-centered care with AI-driven insights that synthesize complex assessment data and provide personalized, real-time follow-up recommendations. Boost operational efficiency and reduce manual effort by using Generative AI to analyze primary assessment results, generate concise assessment summaries, dynamically recommend subsequent suggested assessments, and provide intelligently suggested assessment responses.
CRM Analytics for Integrated Care Management: CRM Analytics dashboards for Integrated Care Management give care managers insights into the status and performance of care plans, pending tasks, and their team’s task completion trends. Care managers have a comprehensive overview of patient data, making it easier for them to track high-priority tasks, manage task assignments, and take appropriate action to ensure high-quality patient care.
Integrated Care Management and the Discovery Framework: You can author assessments in the discovery framework that your care managers can use to collect information from their patients. The Discovery Framework data model and Omnistudio enable your users to create digital forms and manage every aspect of questionnaire-driven data collection in compliance with your policies.
Backport the Expand All Button in the Care Plan Component: Care managers can click the Expand All button to instantly display a care plan's entire hierarchy including the problems, goals, interventions and their underlying elements. However, if you want care managers to expand and display specific care plan elements as needed, configure the flexcards with the correct integration procedures.
Guidelines on Care Gap Updates: Care gaps are critical healthcare data that determine the timeliness and quality of care a patient receives. To ensure data reliability, Health Cloud restricts updates to certain fields in care gap records depending on the record origin type.
Care Gaps Access for Experience Cloud Sites: When you expose the Care Gap, Care Gap Criteria Result, Clinical Measure, Clinical Measure Criteria, and Clinical Measure Criteria Group objects in your Experience site, community users can see the care gaps identified for a patient. Then, care managers, patients, and their care teams can quickly take actions to close these care gaps.
Expose Care Plans to Experience Site Users: Make the care plan component available on your Experience site so that authenticated users can create, update, and view care plans. Enable Digital Experiences, assign the required permissions, and create sharing rules so that users can access Omnistudio components and Health Cloud records on your site. Then, add the IndustriesHCarePlanManager Flexcard to your Experience Cloud site.
Define Care Plan Templates: Define reusable care plan templates using the definitions you that you set up in your PGI Library. These templates determine the hierarchical structure of the care plans instantiated from them. Your users use these templates when they create care plans to add the problems, goals, and interventions they need.
Clinical Measures for Care Gaps: Integrated Care Management supports creating care gaps from clinical measures. An Omniscript evaluates a measure against a patient’s data and if the measure isn’t satisfied, the Omniscript automatically creates a care gap record. To close an open care gap, care managers can reevaluate the measure after a patient has received the required care.
Care Gaps: When you enable and configure care gaps in Integrated Care Management, care managers can evaluate clinical measures, identify gaps in patient care, and create care plans from care gaps. The care gap Flexcard in the patient record page gives users a comprehensive view of a patient’s care gaps. This Flexcard also has a New Care Gap button that launches the Omniscript for evaluating a clinical measure and creating a care gap.
Configure Suggested Assessments for Discovery Framework Assessments: On completion of an internal, Discovery Framework-based assessment, a patient is recommended secondary assessments based on their responses to the primary assessment. To enable suggested assessments for internal assessments, clone and configure the HealthCloudICMGetSuggestedAssessmentsforInternalAssessment integration procedure. Turn on Suggested Assessments for Internal Assessments in Setup. Then, create mappings between primary assessments and suggested assessments by using the Assessment Question Response Recommendation object and creating a decision table.
Create an Action Plan Template: Action Plan Templates instantiate to action plans and their interventions when templates that use them are used to create care plans. You can record commonly used information in these definitions, such as the name, priority, duration, and so on. This information is copied over to Action Plan, Action Plan Item, and Task records when they’re instantiated.
Add Interventions to a Care Plan Template: Add interventions to your care plan template by creating an action plan template assignment record. This record references an action plan template with the required interventions and the problem, goal, or care plan template where they’re required. Make sure you've published the care plan template.
Create an Assessment: Care managers use assessments to gather information from patients. For an assessment to be compatible with Integrated Care Management, its questions must be of the type single-select or multi-select, and the responses for those questions must be under 255 characters.
Create a Care Gap Criteria Result: Create a care gap criteria result and associate it with a clinical measure criteria and a care gap. A care gap criteria result represents the evaluated result of a clinical measure criteria.
Create Care Plan Templates: A Care Plan Template record acts as the top-level parent that houses all the problems, goals, and interventions under it.
Define a Clinical Measure: Create a clinical measure record to define a clinical measure so that care managers can evaluate it against a patient’s data in Health Cloud using an Omniscript. The Omniscript automatically creates a care gap based on the evaluation.
Create Clinical Measure Criteria: A clinical measure has specific criteria that provide a standardized framework to evaluate care gaps. Create a clinical measure criteria record for each criterion. A clinical measure criteria record represents the computable criteria of a measure that a patient’s data is evaluated against. You can associate a clinical measure criteria record with a clinical measure or a clinical measure criteria group.
Create a Clinical Measure Criteria Group: Create a clinical measure criteria group and associate it with a clinical measure. A clinical measure criteria group represents a group of computable criteria for a clinical measure.
Create a Goal Definition: Goal definitions instantiate to goals when templates that use them are used to create care plans. You can record commonly used information in these definitions, such as names, descriptions, and categories. This information is copied over to Goal Assignment records when they’re instantiated.
Add Goals Without Problems to a Care Plan Template: Add goals without problems to a care plan template by creating a care plan template goal record. This care plan template goal record references the appropriate care plan template and goal definition records in it.
Create a Problem Definition: Problem definitions instantiate to problems when templates that use them are used to create care plans. You can record commonly used information in these definitions, such as ICD codes, names, and descriptions. This information is copied over to Health Condition records when they’re instantiated.
Add Problems to a Care Plan Template: Add problems to a care plan template by creating care plan template problem records. A care plan template problem record references the appropriate care plan template and problem definition or problem goal definition records in it.
Enable Integrated Care Management: Before your users can start using Integrated Care Management, you must enable the feature and some other settings first.
Enable Generative AI Assessment Summaries: Turn on the required org preference and select the prompt template used to generate assessment summaries. These settings enable the feature for users who have the required access. The selected prompt template determines the instructions and context used to generate an assessment summary.
Enable Autosave for MCG Assessments: Enable autosave for MCG assessments so that care managers can administer assessments without worrying about data loss. As care managers enter assessment responses, the assessment is automatically saved every few seconds.
Enable Care Gaps: Enable care gaps in Integrated Care Management so that your users can identify gaps in patient care. When you enable care gaps, care managers can access the HealthCloudCareManagementCareGapManager Flexcard, the Omniscript for evaluating a measure and creating a care gap, and the option to create care plans from care gaps.
Generative AI Assessment Summary: Help care teams to generate an AI-powered summary of completed assessments. Users can generate a summary from the Assessment component on a record page or from the assessment acknowledgment page. You can also control whether suggested actions appear with the generated summary. Equip care managers with intelligent treatment pathways to reduce manual planning efforts and standardize patient care. Accelerate overall clinical workflows and improve patient outcomes through faster intervention routing.
Generative AI Suggested Assessments: Set up Generative AI Suggested Assessments to provide your users with AI-powered assessment suggestions based on a patient’s profile across Agentforce Health, Data 360, and zero-copy external sources. Generative AI Suggested Assessments is available for both Discovery Framework-based internal assessments and MCG assessments.
Version-Aware Historical Access for Internal Assessments: To enable care managers to open completed Discovery Framework-based internal assessments and view historical responses within their original context, enable Version-Aware Historical View for Internal Assessments. This view helps care managers gain a better understanding of a patient’s health journey by accessing completed assessments, regardless of their current version.
Map Responses to Recommendations: To map assessment question response options to their corresponding recommendations, use the Assessment Question Response Recommendation object.
MCG Integration with Integrated Care Management: The integration with Milliman Care Guidelines (MCG) enables care managers to access assessments based on clinical guidelines from MCG and create care plans for patients. MCG’s industry standard guidelines help users make informed decisions on patient care, resulting in improved outcomes such as reduced length of stay and higher independent quality ratings.
Configure MCG Assessments for Experience Cloud Site: To enable community users to complete MCG assessments on Experience Cloud sites,add the External User Assessments component to your site, configure the external assessment integration definition for MCG assessments, and assign the required permissions.
Set Up Your Org for MCG Assessments and Care Guidelines: To access MCG assessments and care guidelines in Integrated Care Management, enable MCG Care Guidelines, configure remote site settings, create a named credential, and create a permission set. Finally, connect Health Cloud with the MCG system by creating an integration definition.
Compare MCG Assessments with Internal Assessments: MCG assessments evaluate patients and create care plans following industry standard guidelines published by MCG. Internal assessments - Discovery Framework-based assessments configured in Salesforce - recommend care plan components using a response recommendations decision table. While both assessment types create care plans based on patient responses, they vary in functionality.
Define a Problem Goal Intervention Library: Setting up a reusable Problem Goal Intervention (PGI) library helps you reduce the number of duplicate records in your org and maintain a greater level of data consistency across similar records. A PGI library consists of problem definitions, goal definitions, and action plan templates. Definitions in this library are used in care plan templates and are instantiated to their corresponding care plan components when users use those templates.
Set Up Prefills for MCG Assessments: Set up prefills for MCG assessments by turning on Prefill MCG Assessment Questions in Setup. Then, configure the disclosure for prefilled assessments and specify the look-back period. With assessment prefills enabled, Integrated Care Management automatically prefills a patient's newly launched MCG assessment based on the the most recent and relevant responses from previously submitted responses for the same assessment.
Set Up Assessment Prefills: To enable prefilled assessments for Discovery Framework-based internal assessments, embed the HealthCloudICM_PrefillAssessmentQuestion integration procedure in the Omniscript of the assessment. With assessment prefills enabled, Integrated Care Management automatically prefills a patient's newly launched assessment based on the most recent and relevant responses from previously submitted responses for the same assessment.
Set Up Assessments and Recommendations: To give your users recommendations when they create or update care plans, first create an assessment that they can use to gather information from patients. Then, map the questions and their responses to appropriate recommendations. Finally, set up a decision table to process that mapping.
Set Up a Decision Table: Integrated Care Management uses Decision Tables to process how assessment question responses and recommendations are mapped. Setting up the decision table must be the last step in your data setup for Integrated Care Management. If you map more responses and recommendations after you’ve set up a decision table, you must then refresh that decision table.
Get Your Org Ready to Use the Discovery Framework: Health Cloud Assessments uses Discovery Framework and Omnistudio to build complex questionnaires. Befroe you can use Assessments, you must enable Discovery Framework, configure sharing and permissions, and place the Assessments component on a patient record page.
Generative AI Suggested Assessment Responses: Suggested assessment responses for internal, Discovery Framework-based assessments and MCG assessments help care managers administer assessments more efficiently. The suggestions are derived from sources such as previous assessment responses and Einstein Generative AI-powered insights based on member data.
Unified Search Experience for Assessments: Unified Search Experience enables care managers to find both Discovery Framework-based internal assessments and external assessments such as MCG assessments from a single search bar. Care managers can find Unified Search Experience in the Assessment Library tab of the Assessment component.
Intelligent Sales: Maximize productivity for your sales teams by giving them the tools required to efficiently plan and execute their surgical case visits and cycle counts. Give your teams valuable insight into field inventory and impacted revenue, with visits-based product availability projections. If someone has a product shortfall, they can request a product transfer from a nearby inventory. Reps can also blaze through cycle counts with fewer errors using their mobile devices.
Map Your Custom Lead Fields: If you have custom lead fields, map them to fields on account, contact, or opportunity to make them available in Health Cloud after lead conversion.
Learn About Home Health: Get to know the different users of Home Health, the field-level operations involved in home visits, and visit types and assignments. Learn about the patient eligibility verification and electronic visit verification workflows that expedite and streamline your home visit operations.
Learn About Home Health’s Integrations: Get to know how Home Health integrates with Utilization Management, Integrated Care Management, and Medication Management to enhance patient health outcomes and operational efficiencies.
Manage the Conversion of Lead Record Types: When you convert lead records, use the Individual Record Type Mapper to specify which record types are converted to patients and which are converted to other record types.
Managed Package Triggers that Check for an Enabled Org Preference: Health Cloud has a set of managed package triggers that check if the existingHealthCloudOrg org preference is enabled. These triggers help users perform operations on the relevant package objects.
Managed Package Triggers Based on Moi Utility: Health Cloud has a set of managed package triggers that depend on the Moi utility's generic method. These triggers check if users have the right access to perform actions on a package object.
Other Managed Package Triggers: Health Cloud offers a set of managed package triggers that go beyond performing access checks and perform certain functionality.
Learn About Health Cloud Managed Package Triggers: The Health Cloud managed package offers triggers for handling various operations. The functionality of some of these triggers is available on the core Salesforce platform, making it easy for customers who migrate from the package to the core Salesforce platform.
Health Cloud Managed Package Triggers: Apex triggers are a powerful feature in Salesforce that help you to invoke custom actions before or after specific Data Manipulation Language (DML) events, such as insertions, updates, deletions, merges, upserts, and undeletes.
Configure the Add Basic Medication Details Flow: Help your clinicians to add medications more quickly by using the built-in Add Basic Medication Details flow instead of the Add Patient Medication flow. Depending on your business needs, you can use this time-saving flow and associate it with the Patient Medication Manager lightning component.
Set Up a Custom Flow for Medication Therapy Review: Provide additional flexibility for your clinicians to start medication therapy review by using a custom flow instead of the built-in Start Medication Therapy Review flow. Depending on your business needs, you can set up a custom flow and associate it with the Patient Medication Manager lightning component.
Participant Management: Enhance participant engagement for clinical trials or research studies and streamline the recruitment and enrollment journey for participants using Participant Management. Clinical trial participants can use the experience cloud site to find trials, check eligibility, and register for clinical trials. Clinical trial coordinators can use Einstein Candidate Matching to build a comprehensive pool of potential candidates who match study criteria. Use guided workflows to capture participant consent.
Patient Program Outcome Management: Patient Program Outcome Management streamlines the process of defining program outcomes and indicators, and connects program outcomes with patient progress, enabling measurement at the outcome level. Enhance care program efficacy and get clear insights into patient and program performance through Patient Program Outcome Management. Improve patient experience and adherence by building your customized assessments and logic to compute indicator results, and evaluate outcomes to refine patient service programs.
Create a Permission Set for Payer Contact Center Agent Access: Create a permission set and add access for using the agent that you created for Payer Contact Center. Assign this permission set to the contact center reps to help them use the agent effectively.
Agentforce for Payer Contact Center: Improve the member experience and speed up claim and member benefit queries by using Agentforce. Give payer contact center reps immediate access to adjudicated claims data for both member and provider inquiries, prior authorization and payment status, and real-time member coverage and benefit details, all in a single interface.
Set Up Agentforce for Payer Contact Center: To help payer contact center reps deliver efficient member and provider interactions by using Agentforce, enable the required settings and set up Agentforce for Payer Contact Center.
Configure Agentforce for Claims: Configure the data streams, flows, and subagent settings that help Agentforce answer claims questions in Payer Contact Center.
Configure Agentforce for Member Benefits and Eligibility: To answer member benefits and eligibility questions in Payer Contact Center, configure the data streams, flows, prompts, and subagent settings that support the Member Coverage Assistance subagent.
Configure Agentforce for Prior Authorization: To handle prior authorization questions in Payer Contact Center, configure the data streams, flows, and subagent settings that support the Prior Authorization Assistance subagent.
Configure Agentforce for Provider Network Search: To handle provider network searches in Payer Contact Center, configure the flows and subagent settings that support the Provider Network Search subagent.
Agentforce for Payer Contact Center: By using Agentforce, payer contact center reps enhance every member interaction and resolve member queries and service requests faster. Reps get personalized support with instant access to member data, including claims, prior authorizations, real-time coverage and benefits, and provider network details, on a single interface. Agentforce connects with external systems, retrieves and summarizes claims and prior authorization data, and returns member coverage and provider network information, improving operational efficiency and data accuracy while adhering to strict healthcare compliance.
Create an Agent for Payer Contact Center Reps: To help payer contact center reps manage member interactions with real-time access to claims details, member coverage, prior authorization statuses, and provider network searches, create an agent from the Agentforce Employee Agent template. This agent works alongside a human rep, unlike the voice and messaging enabled call deflection agent.
Create a Voice or Messaging Enabled Agent for Payer Contact Center: To help members get faster answers on voice calls and messaging channels instead of waiting for a rep, create the Health Contact Center Assistant. The Health Contact Center Assistant deflects simpler queries and transfers complex ones to a rep. This agent uses the Service Agent template.
Create a Member Coverage Data Graph: To bring together structured data from your member coverage Data Model Objects (DMOs), use the Member Coverage data graph.
Data Model Objects for Member Coverage: To map member coverage data streams accurately, reference the required fields for each member coverage Data Model Object (DMO).
Subagent: Prior Authorization Assistance: Handles all inquiries about a member's healthcare prior authorizations including prior authorization status, care request details, prior authorization summaries, approval or denial outcomes, and prior authorization history.
Subagent: Provider Network Search: Handles finding providers and comparing networks to see if a provider is in or out of network for a specific member.
Agentforce Voice for Payer Contact Center: By using Agentforce Voice for Payer Contact Center, members can get faster resolution to their queries from the Health Contact Center Assistant anytime during the day, instead of waiting for a human representative to answer. The Health Contact Center Assistant is the Agentforce Voice agent for payer contact center. It searches for and verifies the caller, and answers questions on claim and prior authorization denials, member plan coverage, and in-network providers. The Health Contact Center Assistant can search an existing case and creates a new case for every inquiry. It escalates complex queries to a representative or, for cases that stay open, sends the member an email with the case details so they can follow up. Agentforce Voice for Payer Contact Center works for both voice calls and messaging channels.
Set Up the Einstein User for the Agentforce Health Contact Center Agent: To run the Health Contact Center Assistant agent in your org, set up a dedicated Einstein-type user. Create the user, license it for Health Contact Center, and assign the Voice, Health Cloud, and Agentforce permission sets that the agent's four subagents use to act on your org's records.
Review Agentforce Health Contact Center Assistant Flows: To have the Health Contact Center Assistant agent create cases after each interaction, review and activate prebuilt flows. Update the phone number in the Wrap Up Voice Call flow, update the channel name in the Wrap Up Messaging Session flow, and confirm the Link Verified Account to Engagement flow matches your org's setup.
Licenses and Permission Sets for Agentforce Voice for Payer Contact Center: By using Agentforce Voice for Payer Contact Center, your reps work in a voice- and messaging-enabled workspace with the Health Contact Center Assistant agent. The workspace draws on licenses across Agentforce Health, Agentforce, Salesforce Voice, and the platform, plus permission sets assigned by user role.
Set Up Agentforce Voice for Payer Contact Center: To route incoming calls and web chat messages from members to the Health Contact Center Assistant, set up Agentforce Voice for Payer Contact Center. The Health Contact Center Assistant verifies the caller, answers questions about claims, prior authorizations, member plan coverage, and provider networks, and creates cases for follow-up. This setup builds the Health Contact Center Assistant agent from a template and connects it to a Salesforce Voice phone number and, optionally, an enhanced web chat channel.
Pharmacy Benefits Verification: Gain expedited access to patient care and efficiently verify benefit coverage details by using Pharmacy Benefits Verification. Patient services rep can use a streamlined process to assist patients in getting an accurate summary of their pharmacy benefits. Reps can use a guided flow to send a verification request to payers and receive a response for pharmacy coverage details, including coverage status, co-pay, co-insurance, deductibles, and total out-of-pocket expenses.
Agentforce for Pharmacy Benefits Reverification: Patient services programs reps can leverage the power of Agentforce to accelerate the benefits reverification process by efficiently updating patients' personal, drug, pharmacy, and healthcare provider details.
Use Flow Builder to Convert Leads to Patients: Enable care coordinators to convert leads to patient records within Health Cloud by setting up a simple conversion process in Flow Builder.
Create the Carrier Record Type for Account: Help your credentialing specialists handle the provider credentialing and verification processes by setting up the Carrier record type for the Account object and assigning it to the relevant user profiles. Then create the required account records. Providers select these carrier (insurance company) records when they fill in their Professional Liability Coverage information during the credentialing process.
Set Up Your DocuSign Account Site as a Trusted Site in Experience Site Builder: Promote security by adding the site URL of your DocuSign account as a Content Security Policy (CSP) trusted site for your Provider Portal experience cloud site. CSP is a W3C standard that defines rules to control the source of content that a page can load. Configure a CSP trusted site by adding the site’s URL to the list of allowed sites.
Set Up Your DocuSign Account Site as a Trusted Site: Promote security by adding the site URL of your DocuSign account as a trusted URL with Content Security Policy (CSP) directives. CSP is a W3C standard that defines rules to control the source of content that a page can load. Configure a CSP trusted site by adding the site’s URL to the list of allowed sites.
Add Routing Addresses for Email-to-Case: Set and configure routing addresses to redirect case submissions to your organization's email services address. A case is created when the email address you specify is listed in the To, CC, or BCC fields of an email from a provider.
Add Members to the Provider Experience Cloud Site: Use profiles and permission sets to manage the membership of your Experience Cloud site for providers. By adding permissions and the Network Express Community User profile to the site, all users assigned with the profile and permissions become members of the site and gain access to it. Site members can then log in and access the site's authenticated pages to complete the credentialing process.
Create a User Profile for Your Provider Experience Cloud Site: Create a user profile for your Provider Experience Cloud site and assign the required permissions to that profile. Use this profile to manage the site membership. All site members can then log in to the site and complete the credentialing process.
Configure Remote Site Settings for the NPPES Registry Site: Before any apex callout, visualforce page, or javascript code using XmlHttpRequest can access the NPPES API, the API must be registered in the Remote Site Settings page, or the callout fails. Salesforce prevents calls to unauthorized network addresses.
Award: Represents a person's or organization's professional awards.
Board Certification: Represents the practitioner's board certifications such as being board-certified in cardiology and cardiovascular disease.
Build an Experience Cloud Site for Your Providers: Set up an Experience Cloud site for your providers, and then embed the required Omniscripts and Flexcards for the providers to complete their enrollment in the payer network. New or peer providers can complete the registration or nomination process without logging into the portal. They have an option to use their 10-digit unique National Provider Identifier (NPI) number to pre-fill information and streamline the registration process. Registered providers must log in to complete the credentialing process.
Business License: Represents an authorization issued by a regulatory agency.
Accelerate Roster Mapping with Canonical DLO Template and GenAI: Simplify and standardize the processing of provider roster files by using a Canonical Data Lake Object (DLO) Template. Use Generative AI to automatically map roster fields to this template, replacing manual configuration with smart, AI-driven suggestions. Transform incoming data into a unified format, ensuring seamless mapping, transformation, and ingestion into the Provider Network Management (PNM) data model.
Configure Flexcards and Omniscripts: Streamline the roster file submission process and reduce errors by configuring Flexcards and Omniscripts to include a roster file template and upload instructions on the Experience Cloud site.
Contact: Represents a contact, which is a person associated with an account.
Contact Profile_<Suffix>: Represents information about an individual, such as their ethnicity, citizenship, birth place, race, and so on.
Create a User Profile for Experience Cloud Site Membership: Define user access by creating a community user profile. Provide proper site membership by assigning the profile to a person account and granting the required licenses and permissions.
Create User Roles for Admin and Standard Users: Create user roles for admin and standard users, and then associate users to their respective roles. Users associated with the roles can complete the recruitment process effectively.
Enable Roster File Mapping: Enable your users to streamline the roster file mapping process and keep their data up to date in the Provider Network Management data model. Follow the guided setup on the Provider Network Management Settings page for a smooth and error-free implementation.
Configure Field Level Security for Provider Network Management Profiles: Enable field level security on a profile-by-profile basis to restrict your users from viewing or editing specific fields. Give appropriate access permissions on standard and custom fields for the Network Express Community User and System Administrator profiles to help your users handle the provider enrollment process without issues.
Healthcare Provider: Represents business-level details about the provider organization or the practitioner.
Healthcare Provider NPI: Represents identifiers from the National Provider Identifier that are assigned to every facility and licensed practitioner in the United States. Also includes NPI assigned date, primary mailing address on file, and so on.
Healthcare Provider Service_<Suffix>: Represents a junction object between a HealthcareService and a HealthcareProvider or HealthcareFacility or HealthcarePractitionerFacility.
Healthcare Provider Specialty_<Suffix>: Represents specialties for a practitioner or a provider service organization. A provider can have multiple specialties such as anesthesiology and cardiovascular.
Healthcare Provider Taxonomy_<Suffix>: Represents taxonomy or subspecialty codes for a practitioner or facility. A provider or facility can have multiple taxonomies.
Create the Provider Record Type for Lead: Help your credentialing specialists handle the provider credentialing and verification processes by setting up the Provider record type for the Lead object and creating the required lead records. A leads record type must be associated with a leads process. If you don't have any active lead processes, you need to create one before you create the Provider record type.
Create the Provider Record Type for Contract: At the end of the provider verification process, Salesforce creates contracts of Provider record type. It’s important that you set up the Provider record type for the Contract object to help your credentialing specialists complete the provider verification process seamlessly.
Configure Remote Site Settings for Your DocuSign Account Site: Before your Salesforce org interacts with an external site, you must register the site in the Remote Site Settings page, or else the interaction fails. Register your DocuSign account site.
Set Up Roster File Mapping: Streamline how you manage diverse provider roster files with Roster File Mapping by using Data Processing Engine (DPE) on Data 360. Easily integrate and update unstructured data submitted by providers in CSV format, improving accuracy, efficiency, and accessibility. Save manual effort and time on large files by using generative AI to map data automatically. Process and harmonize data directly to Health Cloud objects in real time to accelerate updates. Use the scalable architecture and a comprehensive data view to boost operational efficiency.
Assign Permissions to the Provider Experience Cloud Site Guest User Profile: Help guest users such as new or peer providers to complete the registration or nomination process by assigning the required permissions to the guest user profile for your provider portal. Guest users can then access the unauthenticated Join Our Network page of the portal and can complete the required processes without logging in.
Set Up Salesforce Contracts in Provider Network Management: To use Salesforce Contracts with Provider Network Management, you must enable the Salesforce Contracts setting. Then, you must configure some general settings in your Salesforce org.
Set Up Email-to-Case for Roster File Mapping: Set up Email-to-Case to efficiently manage provider data. When a provider emails a payer with a roster file that contains information about providers that must be added or updated in the payer network’s database, Salesforce automatically creates a case with the attached file, ensuring the information is ready for processing.
Experience Cloud Site for Roster File Management: Enhance operational efficiency and data accuracy by creating an Experience Cloud site for healthcare providers to submit roster files. Configure Flexcards and Omnistudio components to automate the submission process, helping providers to securely upload their files for immediate processing. After the file upload, a case is automatically created in the payer org. Providers can track the status of file submissions and view detailed case information, ensuring transparent and efficient collaboration.
Get Started with Provider Network Management: Help payers and provider groups to efficiently manage provider applications and enrollment, construct effective provider networks, and retain top healthcare talent using Health Cloud's Omnistudio-based workflows. Set up Provider Network Management to give your users a one-stop solution for provider registration, nomination, recruitment, credentialing, and verification.
Set Up DocuSign Integration for Provider Network Management: Help your credentialing specialists easily generate the credentialing application form for their providers by setting up DocuSign integration for Provider Network Management. Providers can then sign the credentialing application form and give their consent to join the payer’s network.
Configure an Email Template for Your Provider Experience Cloud Site: Use email templates to save time and standardize the emails that you send to your users. Set up an email template to define the format for the welcome email that you send to new provider users who are ready to start the credentialing process. The email contains the login details for the provider to access the portal and fill out the credentialing application form.
Set Up an Experience Cloud Site for Provider Network Management: Build an Experience Cloud site for your providers to use Omnistudio-based processes to register with a payer’s network, nominate a peer provider, create referrals, or perform the credentialing process.
Enable Sharing Settings for Your Provider Experience Cloud Site Users: Enable sharing settings for objects so that your site users (new or recruited providers) can access records that recruitment specialists create during the recruitment process. Specify the rule criteria for sharing records and select the users with whom the data must be shared.
Update the Credentialing Omniscript to Use Your DocuSign Template: Help your credentialing specialists generate a credentialing application form when providers complete the credentialing process. Add the provider credentialing DocuSign template that you uploaded to your DocuSign account to the Credentialing Omniscript. The Omnistudio Data Mapper in the Omniscript saves all the input given by providers and generates the credentialing application based on this template.
Update DocuSign Account Id In Omnistudio Data Mapper: Your credentialing specialist can verify whether the DocuSign sent to the provider after primary source verification is signed. Update the default DocuSign Account ID in the Omnistudio Data Mapper Interface with your DocuSign Account ID.
Update the Verification OmniScript to Use Your DocuSign Template: Help your credentialing specialists regenerate a credentialing application when provider input changes during the verification process. Add the provider credentialing DocuSign template that you uploaded to your DocuSign account to the Primary Source Verification Omniscript. The Omnistudio Data Mapper in the OmniScript saves the latest input given by providers and regenerates the credentialing application based on this template.
Upload the Provider Credentialing DocuSign Template to Your DocuSign Account: Create a DocuSign account and upload the sample credentialing DocuSign template to your account. Salesforce provides this sample template to help your users generate the provider’s credentialing application form with minimum setup. Depending on your business needs, you can use the sample template with or without any modifications.
Configure Provider Search for Users: Add the Provider Search Lightning component to record pages and configure search actions so users can easily copy and create a report of search results.
Configure Provider Search with Criteria-Based Search and Filter: By using Provider Search with Criteria-Based Search and Filter, you can configure custom search criteria, search result filters, and the search result display. You can also customize search result actions. Users can search across a richer set of data and then copy records, create a report, and initiate a referral flow directly from search results.
Control Provider Search Data with Custom Data Transformations: You can refine the searchable data used for Provider Search by configuring a custom Data Processing Engine (DPE) definition tailored to your business needs. For example, build a DPE definition that generates searchable data only for healthcare facilities, not healthcare practitioners. Your custom DPE definition can sync data to Care Provider Searchable Field records or to custom searchable object records.
Create a Custom Provider Search Data Processing Engine Definition: Transform provider search data based on your business requirements by cloning the standard Provider Search Data Processing Engine (DPE) definition and then editing the cloned version. Your custom DPE definition can sync data to Care Provider Searchable Field records or to custom searchable object records.
Learn About the Standard Provider Search DPE Definition: A provider’s data is spread out across multiple objects, such as Healthcare Provider, Healthcare Practitioner Facility, and Healthcare Provider Taxonomy. The standard Provider Search Data Processing Engine (DPE) definition uses data from these objects to create and update searchable object records that correspond to each provider. Because of the DPE definition, when your users search for a provider, search results show a single record with the provider’s name, location, specialties, and other details derived from multiple objects and fields.
Set Up Provider Search on an Experience Cloud Site: Give external users the ability to find the most suitable providers. Add a search page to your Experience Cloud site and configure the search component. Give authenticated and guest users the permissions required to run searches.
Get to Know the Referral Management Action Plan: Track the progress of a referral from intake to completion by using action plans. Each referral clinical service request (CSR) gets an action plan that shows which tasks are complete and which still require attention, giving intake coordinators full visibility into a referral's state without manually parsing status fields.
Set Up the Referral Management App: Give referral coordinators complete visibility into key referral metrics by setting up the Referral Management app and Enhanced Analytics for Healthcare. The Referral Management app shows Referral Analytics dashboards such as Referrals Insights, Top Referrals, and Referrals Performance. These dashboards help coordinators assess the referral process efficiency and expedite patient care.
Basic Clinical Service Request Setup: To support common management tasks for clinical service requests (also known as referrals), configure the clinical service request page layout, configure flows, and set up paths and actionable lists.
Referral Management in Agentforce Health: Referral Management in Agentforce Health centralizes the referral lifecycle to reduce administrative burden and prevent patient leakage. By connecting providers, coordinators, and patients on one intelligent platform, it replaces fragmented, manual workflows with a single source of truth: the Clinical Service Request (CSR).
Configure the Use BRE Rules to Update CSR Status Flow: Automate clinical service request updates by configuring a flow that evaluates business rules against patient referral data. This setup eliminates manual status changes by using a prebuilt decision table and expression set to process work types and insurance details.
Set Up Document AI for Health Referral Management: Use AI to extract information about incoming external clinical service faxes. Automate the process to minimize the workload for referral intake coordinators.
Configure the Verify Patient Eligibility and Benefits Flow: To support the Verify Patient Eligibility and Benefits flow, create an Experience Cloud site for prior authorization necessity verification via Infinitus, and then deploy a MuleSoft app and configure a named credential.
Configure the Create Referral Flow: Use Flow Builder to automate your referral creation process. With the Create Referral Flow, your users provide relevant patient, provider, and facility details, and the flow creates related referral records for them. Add the Create Referral flow to the patient account record page and the Clinical Service Request detail page. The flow is also available as a quick action for provider search results.
Set Up Referral Management Guest User Access: Reduce incoming fax volume and delays in patient care by digitizing your referral process with an online experience for guest users. Get a guest referral website up and running quickly by customizing a prebuilt sample that guides users through creating a referral and uploading related documents.
Provide a Secure Referral Form to Guest Users: Reduce incoming fax volume and delays in patient care by digitizing your referral process with an online experience for guest users. Get a guest referral website up and running quickly by customizing a prebuilt sample that guides users through creating a referral and uploading related documents.
Customize the Create Referral Omniscript: Create your own version of the sample Create Referral Omniscript and customize it to guide guest users through creating a referral and uploading related documents on an Experience Cloud site.
Set Up reCAPTCHA for Guest Referrals: You can reduce misuse of your guest referral site by using reCAPTCHA verification. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a referral.
Generate a Web Form with reCAPTCHA Verification: Before you can add reCAPTCHA verification to your guest referral Experience Cloud site, you must generate HTML code that includes a secret key pair registered on the Salesforce platform.
Marketing Journeys for Referral Management: By using Marketing Journeys for Referral Management, your Referral Management team runs automated, Omni-Channel outreach that keeps patients on schedule from the moment an appointment is booked through the completed visit.
Configure the Appointment Reminder Flow: To connect the appointment reminder flow to your Experience Cloud site and set delivery timing, update the Send Appointment Reminders flow.
Deploy the Outbound Engagement Component: To install the appointment reminder, confirmation, cancellation, and waitlist templates, add and configure the Outbound Engagement component on the Marketing CRM page.
Set Up Marketing Journeys for Referral Management: To turn on automated appointment and waitlist outreach, complete a short list of Data Cloud and Marketing Cloud prerequisites, and then configure the Referral Management-specific templates, flows, and Experience Cloud site.
Set Up Marketing Cloud Waitlist Outreach: To reach waitlisted patients by email and text message, turn on Marketing Cloud waitlist outreach, and configure the waitlist templates.
Set Up Referral Management Predictive Scoring: To support predictive scoring for referral management, install the Health Cloud Scoring data kit, verify data in the referral management data model objects (DMOs), and then configure write-back from Data Cloud to the Clinical Service Request object.
Create Referrals from Inbound Documents: Transform documents received by email and fax into clinical service requests. You can automate referral creation by designing a workflow that uses Intelligent Document Automation features and the Process Received Document invocable action.
Turn On Required Add-On Licenses: To provide the entitlements the Tableau Next dashboard depends on, turn on the required Data Cloud, Tableau Next, and Agentforce Health add-on licenses in your org.
Tableau Next Dashboard for Referral Management: The Tableau Next dashboard for Referral Management gives referral leaders and coordinators a single, real-time view of the referral lifecycle from the moment a referral arrives to the completed appointment that realizes revenue. Built on Data 360 and included with Tableau Next Gen, the dashboard turns a traditionally opaque process into a measurable pipeline.
Deploy the Referral Analytics App Template: To install the Tableau Next dashboard along with its supporting semantic and visualization layers, deploy the Clinical Referral Analytics app framework template.
Get Started with the Tableau Next Dashboard for Referral Management: Install the data kit, validate the data streams, deploy the app framework template, and turn on the dashboard in the Referral Management app to start tracking pipeline health, conversion, and revenue.
Inspect the Referral Analytics Semantic Model: To review the metrics and dimensions that drive the Tableau Next dashboard, open the semantic model that the Clinical Referral Analytics template deploys.
Turn On Person Accounts: To represent patients as accounts in the referral pipeline, turn on Person Accounts in your org.
Install the C360 Semantic Data Model: To provide the base semantic layer that the Clinical Referral Analytics template extends, install the C360 Semantic Data Model.
Turn On Service Appointments: To capture the appointment side of the referral pipeline, turn on Field Service and Service Appointments in your org.
Validate Data Streams and Field Mappings: To confirm the data kit deployed cleanly, verify each data stream and its field mappings before you install the app template.
View the Referral Management Dashboard: To check the health of your referral pipeline at a glance, open the Tableau Next dashboard in the Referral Management app.
Salesforce Scheduler for Health Cloud Limits: Keep in mind the number of appointments supported per Health Cloud user. You can purchase more appointments to meet your business needs. Work with your account executive to find a solution that meets your goals.
Set Up Digital Health Insurance: Turn on the experiences, pricing, quote, context, discovery, and revenue settings that brokers use to compare plans and generate a quote.
Site Management: Streamline the process of selecting and activating clinical research study sites and investigators through the enhanced search, assessment creation, scoring, and summarization capabilities of Site Management.
Author FHIR-Aligned Questionnaires: Author questionnaires that follow FHIR standards as part of Documentation Templates and Rules (DTR). When you select the FHIR-Aligned Questionnaire usage type in Discovery Framework Designer, the updated component displays a section where you can add additional details to the Omniscript such as purpose, performer type, and display type.
Set Up Automatic Approval of Prior Authorization Requests: To enable instant approval of qualifying prior authorization requests, turn on the Automatic Approval of Prior Authorization Requests setting. Then, clone and configure the Automatically Approve Prior Authorization Requests flow.
Get to Know the Omnistudio Components Related to Coverage Requirement Discovery: When you receive a CRD request, Health Cloud uses pre-built Omnistudio components to process the request, verify the member and coverage information, and send a response. These components power a smooth and swift request management and response workflow.
Configure Expression Set to Determine Coverage Information Extensions: Reference the decision matrix for determining coverage information in the pre-built CDS_DetermineCoverageExtensions expression set. Create resources for each input and output variable defined in the decision matrix. Then, map the variables to the resources.
Clone and Configure the FHIR Subscription Flow: To create a platform event when the case sub status of a care request extension record is updated, clone the FHIR Subscription: Publish Platform Event flow. Update the InteropTopicId and RecordTypeName constants in the flow to match your use case. Then, reference the flow in the Interoperbility Topic Trigger Criteria object.
Configure Page Layouts for Coverage Requirement Discovery Related Objects: Configure page layouts for the Service Information Request, Service Information Response, and Service Information Response Coverage objects. Help your users easily access the data they need by placing related lists and fields in the right places.
Configure Picklist Values for Service Information Request Fields: Configure the picklist values for the Service Type and Source Type fields in the Service Information Request object. Service Type represents the type of FHIR-specified service that’s requested in the incoming coverage requirement discovery request. Source Type specifies the type of system that captured the request.
Configure Picklist Values for Service Information Response Fields: Configure your own picklist values for the Focus Type, Response Subtype, and Urgency Indicator fields in the Service Information Response object. Focus Type specifies the type of data that the response focuses on such as Medication Request or Service Request. The Response Subtype specifies the subtype of service information response such as coverage information, claims, network, and more. The Urgency Indicator represents how urgent the content of the response is.
Configure Picklist Values for Service Information Response Coverage Fields: Configure the picklist values for the Coverage Indicator, Preapproval Requirement Indicator, and Required Documentation Type fields in the Service Information Response Coverage object. Coverage Indicator specifies if the requested service is covered under the member’s insurance plan. Preapproval Requirement Indicator specifies if pre-authorization is required. Required Documentation Type specifies the type of additional documentation required for coverage to be provided.
Configure Service Information Response Page Layout: Add the Service Information Response Resource URL, Service Information Response Action, and Service Information Response Coverage related lists to the Service Information Response page layout.
Coverage Requirement Discovery for Payers: Support your users with automated workflows for managing coverage requirement discovery requests. Utilization Management processes incoming requests for coverage requirement discovery and returns responses using FHIR-aligned Clinical Decision Support (CDS) hooks such as the appointment-book, order-select, order-sign, order-dispatch, encounter-start, and encounter-discharge hooks.
Define a Decision Matrix to Determine Coverage Information Extensions: To determine additional coverage information for a coverage requirement discovery request, such as the required documentation and relevant URLs, create a decision matrix and then configure an expression set with the decision matrix.
Configure Picklist Values for Service Information Request Fields: Configure the picklist values for the Context Type, Source Type, and Usage Type fields in the Service Information Request object. The context type indicates the source from which the DTR request was initiated, such as a Coverage Requirement Discovery request. The source type specifies the system that captured the DTR request. Finally, the usage type indicates whether the service information request is a CRD or DTR request.
Configure Picklist Values for Service Information Request Detail Fields: Configure the picklist values for the Detail Type and Detail Type Code fields in the Service Information Request Detail object. The Detail Type field captures the type of detail that you add to the service information request such as an issue while processing a DTR request. The Detail Type Code captures the code of the added detail.
Get to Know the Data Model: Documentation Templates and Rules uses a FHIR-aligned data model to store records in Health Cloud. It also uses objects from the Coverage Requirement Discovery data model.
Documentation Templates and Rules for Payers: Da Vinci Documentation Templates and Rules (DTR) is a framework under the HL7 FHIR standards that facilitates the exchange of documentation requirements between payers and providers. Utilization Management supports DTR for payers so that you can communicate your documentation requirements to providers in real time, directly to their EHR systems or SMART on FHIR apps. DTR enables the use of standardized templates and rules in the exchange of critical healthcare documentation, ensuring compliance and reducing administrative burden.
Configure Picklist Value for Service Information Request Operation Field: Configure the picklist value for the Operation Type field in the Service Information Request Operation object. The operation type indicates the type of system operation performed for a service information request, such as a questionnaire package operation for a DTR request.
Set Up a Custom Object: To represent plan types, code sets, and their associated questionnaires, create a custom object with fields that look up to Code Set and Omni Process, and a Plan Type text field.
FHIR Subscription for Utilization Management: Use the FHIR subscription framework to send subscribers timely notifications of event changes. Publish the topics or events that are available for subscription so that clients can subscribe by providing their endpoints.
Configure Picklist Value for Service Information Request Operation Outcome Field: Configure the picklist value for the Outcome Type field in the Service Information Request Operation Outcome object. The outcome type indicates the type of outcome of a service information request operation, such as when a questionnaire package operation for a DTR request fails.
Set Up Prior Authorization Request Deduplication: Help your users manage prior authorization requests by maintaining clean and accurate data. To resolve prior authorization request case records, turn on Deduplication of Prior Authorization Requests in Setup. Unify your data across systems by enabling Data 360. Then, deploy the required data kits and configure the Identify and Resolve Duplicate Prior Authorization Requests flow. Finally, embed the flow on the case record page.
Set Up FHIR-Aligned Picklist Values: Clinical Decision Support for Coverage Requirement Discovery processes member and coverage data in alignment with FHIR standards. Configure the picklist values for fields in the Service Information Request, Service Information Response, Service Information Response Coverage, and Service Information Response Resource URL following FHIR specifications.
Waitlist Management: Reduce delays and improve access to care by sending automated appointment invitations to patients on a waitlist when appointment slots become available. Add patients to the waitlist quickly and easily, and prioritize the patients based on patient wait time. Patients can accept or decline appointment invitations from your organization’s patient self-scheduling portal.
Configure Your Experience Cloud Site for Waitlist Appointments: Configure the Patient Waitlist: Book Waitlist Appointment flow for patients to accept or decline their waitlist appointment invitations. Set up a page for the flow on your Experience Cloud site.
Configure the Record-Triggered Flows for Waitlist Management: Configure the record-triggered flow that sends waitlist appointment invitations to patients at the top of a waitlist. Then, configure a flow that updates the appointment status to Canceled if a patient doesn’t accept the appointment invitation before it expires.
Create a Patient Waitlist: Create a patient waitlist based on a combination of appointment visit type and service territory. We recommend you create a waitlist before you configure and activate the Patient Waitlist flows. Doing so avoids a scenario where the Start Waitlist Management flow is triggered but there’s no waitlist available.
Turn on Waitlist Management: Turn on Waitlist Management settings to get started with Waitlist Management. Follow the guided steps to share waitlist-related data with authenticated users and create appointment category, visit type, and waitlist records. Waitlist Management is enabled by default and is available for use in any org where Health Cloud is enabled.
Learn about the Patient Waitlist Flows: Learn about the flows that help you manage patient waitlists. Configure and activate three of the flows from flow templates. The flows are easy to find in Flow Builder as the name of each flow is prepended by “Patient Waitlist”. The flow templates are only supported in Salesforce Scheduler.
Share Waitlist Data with Authenticated Users: Create a profile or update an existing profile to assign the permissions that portal users require to access Waitlist Management objects and flows. Waitlist Management is only available for authenticated portal users.
Turn on Web-to-Case: Use Web-to-Case features to set up reCAPTCHA verification for your guest referral Experience Cloud site.
Configure an Enrollee Record to Create Tasks and Custody Records: Therapy Orchestration executes auto-launched and record-triggered flows to generate therapy tasks and custody records. Create a care program enrollee record for an advanced therapy to automatically create tasks, custody items, custody chain entries, and electronic signature records.
Use Agentforce for Patient Healthcare: Redefine your healthcare operations by automating key workflows with Agentforce. Use AI-driven insights and personalized service suggestions to guide smarter, more effective clinical decisions. Elevate your team's efficiency while promoting improved outcomes for your patients.
View Patient Healthcare Summary and Service Recommendations: Unify your patient information into a single, actionable view with Agentforce for healthcare. Use AI agents to analyze and condense complete patient information into a rich summary and receive personalized care recommendations. Unlock superior efficiency and a higher standard of patient care by reducing tedious manual reviews of patient profiles.
Manage athenahealth Patient Details: Register new patients, update patient details, create patient cases, and create medication requests (prescription refills) in athenahealth directly from Health Cloud.
Create Engagement Channel Types for Intelligent Appointment Management: Engagement channels are mediums, such as Phone, Video, and In Person that practitioners use to conduct appointments with patients. To define engagement channels for service appointments and to add the channels to shifts, create engagement channel types. If you already set up engagement channel types when you configured shifts for Salesforce Scheduler, you can skip this task.
Get Started with Intelligent Appointment Management: Before you can use Intelligent Appointment Management, set up Provider Search and verify that the Care Provider Searchable Field records are populating correctly. Next, set up the users who schedule appointments for patients, such as call center agents and coordinators. Then, create the records you need to connect patients to the right provider. After these steps are complete, configure your back-end scheduling system to view appointment slots.
Create Appointment Reasons and Engagement Channel Types: Create appointment reasons to give patients easy-to-understand options when they book appointments through an Experience Cloud site. When a patient selects an appointment reason, it connects to the underlying work type to fetch available time slots. Use engagement channels to designate the channel for the appointment; such as in-person, video, and phone. The final step is to connect the appointment reason with the engagement channel type so that the scheduler is shown appointment slots that meet both criteria.
Modify Appointments: Accommodate patient and provider preferences and availability by modifying appointment details such as the date, time, provider, and asset. If an appointment was booked as part of a series of appointments, view the overall context and modify subsequent appointments in the series. Easily add or remove resources from existing multi-resource appointments.
Schedule an Appointment with Multiple Resources: Ensure that all relevant resources are available for patient appointments. Use the Multi-Resource Appointment option on the Appointment Management console to schedule an appointment with two providers or with a single provider and a single asset. Find the common open time slots for selected providers, clinics, rooms, equipment, or other assets. Designate provider attendance as mandatory or optional, and conveniently book all the resources at the same time.
Schedule a Series of Related Appointments: Book a series of related appointments at once. Select a template that specifies the types of appointments to book in a series, in the right order, at the right time intervals. Then walk through the steps to book each of the appointments and confirm the availability of appointment slots each step of the way. You can skip appointments that you don’t want to schedule yet, and act promptly when notifications alert you to scheduling issues.
Schedule a Recurring Appointment: Create a series of ongoing appointments at a specified frequency. For example, schedule physical therapy, mental health counseling, or chronic disease management appointments that occur every Wednesday for 12 weeks. Set the number of appointment occurrences and adjust individual occurrences before booking the appointment series. Modify or cancel an occurrence later, or cancel the entire series if needed.
Schedule a Group Appointment: Help your patients receive the best care by scheduling group appointments for multiple patients or attendees.
Update an Existing Assessment for Patients to Complete on an Experience Cloud Site: A Discovery Framework assessment created before Summer ‘23 is missing a remote action that is needed for it to work on an Experience Cloud site. Edit the existing Omniscripts you want to use on an Experience Cloud site to include a remote action and key value pair to set the usage type.
Configure External User Assessments: Turn on external user assessments, and then select the customized Send Assessment Email template flow to use to send assessment notifications to patients. Select the default expiration date for the assessment envelopes.
Customize the Assessment Envelope Email Template Flow: The Send Assessment Envelope Email flow is provided as a standard flow template. You can clone the template and customize it to suit your business processes.
Give External Users Access to Assessments: To show external users on an Experience Cloud site the assessments assigned to them, create the necessary profile, permissions, and object access. When patients complete assessments at their convenience, healthcare practitioners can focus on providing care and minimize the time spent on gathering information.
Track Assessment History: To gain a better understanding of a person’s performance and progress, track assessment history. You can see details such as submitted date, user, and score trends using the Assessment History component.
Track Assessment Questions Score Changes: Get detailed insights into a person’s responses by using the Assessment Questions component to track changes in each assessment question score.
Associate a Healthcare Professional with a Care Program Provider: To help the care team identify the primary healthcare professional associated with a care program provider, associate a healthcare professional with a care program provider. This association also helps the care team to look up all healthcare professionals for care program providers.
Flow for Health Cloud: Flow for Health Cloud expands the existing Salesforce Flow suite with additional features built for complex industry workflows. In addition to Flow and MuleSoft, Flow for Health Cloud includes Omnistudio, Business Rules Engine, Document Generation and Intelligent Form Reader, and Data Processing Engine. Flow for Health Cloud consists of a unique portfolio of automation solutions, all built around your customer.
Use the Behavioral Health App: Get a 360-degree view of the behavioral or mental healthcare journeys of patients with the Behavioral Health app. View a timeline of key events and engagements, analyze assessment results, and perform common tasks. The Behavioral Health app supports each stage of patient engagement with tools for schedulers, intake specialists, and providers. Use the app to manage appointment scheduling and preparation, conduct live sessions with patients, and efficiently follow up with them.
Provide Virtual Care in the Behavioral Health App: Check the virtual waiting room and start a virtual care session with a patient. Capture clinical observations as notes, launch assessments, search for providers, schedule appointments, and create care plans, service, and medication requests.
Get Started with Health Cloud Care Orchestration: Health Cloud Care Orchestration helps care coordinators assess patient needs and find gaps in care, manage referrals to connect patients with appropriate healthcare providers, and alert clinicians to patient changes. Care Orchestration helps patients to close care gaps and enroll in suitable programs. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Case Insights Dashboard: Monitor disease surveillance, inspections, and active outbreaks to ensure timely public health responses. Use customizable filters and key metrics to streamline case-handling work flows and improve operational efficiency.
Complete an Assessment: Quickly locate the correct assessment and complete it by using the Assessment component. Specific record pages show assessments related to a particular individual. The home pages of apps such as the Behavioral Health app, Integrated Care Management app, and Crisis Support Center Management app show assessments for all the accounts assigned to you. If you must pause an assessment in progress, save it as a draft. You can easily find it later and complete it at your convenience.
Automatically Refresh the Patient Card: It’s critical to display the most recent clinical information about a patient on the Patient Card. Create an Apex trigger that refreshes the Patient Card whenever data is updated.
Get Started with Agentforce for Provider Contact Center: Deliver better patient experience and faster query resolution with Agentforce. Provide personalized support through instant access to medical histories, treatment plans, and real-time eligibility and benefit details, all in one interface. Improve operational efficiency and ensure data accuracy as Agentforce integrates with external EMR systems, streamlines patient registration, and creates or updates patient-related clinical and administrative data, while maintaining strict healthcare compliance.
Set Up Agentforce Health Features: Now that your Agentforce Health (formerly Health Cloud) org is up and running, let’s see what you can do with it. We’ve got different features for all your business needs. Enable the ones that are relevant to your organization and set up those features and their data for your users.
Create Care Provider Facility Specialty Records: Create care provider facility specialty records to represent all the specialties that the practitioner provides at a specific facility or for a specific organization. These records help patients find a provider by the specialties they offer at a facility.
Create Care Specialty Records: Healthcare providers can have multiple specialties and subspecialties. Create care specialty and healthcare provider specialty records to represent them. You can also classify specialties and subspecialties using taxonomy records.
Create Code Sets for Health Care Metrics: Code sets define the metrics that providers monitor in patients, for example, blood sugar, cholesterol level, and amount of exercise. Define the code sets your providers use with their patients.
Document Generation in Health Cloud: With Document Generation, you can generate intake forms, contracts, reports, non-disclosure agreements, and more.
Create Healthcare Facilities: Create a healthcare facility record to represent the facility's physical, geographic, or functional details. A healthcare organization’s local branches or facilities need healthcare facility records that reference a business account and a healthcare provider record for that specific branch or facility.
Create Healthcare Facility and Payer Networks: Create healthcare payer network records for insurance network groups, and then create healthcare facility network records to identify the payer network that a facility or organization is a part of.
Create Records for Healthcare Organizations: Create a business account record to represent a healthcare facility as an organization and create a healthcare provider record to represent what the organization does.
Create Records for Healthcare Practitioners: Create a person account record to represent a healthcare practitioner as a person and create a healthcare provider record to represent what the practitioner does.
Create Units of Measure for Health Care Metrics: Define units of measure to use with code sets for monitoring healthcare metrics. For example, to monitor a patient’s amount of exercise, create a unit of measure called Hours Per Week.
Add Social Determinants of Health to Cases: To record the challenges in care that clients face, add care barriers to cases. Then, create interventions to address these barriers.
Actionable Lists for Client and Provider Follow-Up: Actionable lists enable you to create lists of clients and providers so following up with them is easier. For example, you curate a list of clients with whom you have agreed to check in with on a specific day and time. This curated list helps you ensure they receive the required support and services to improve their mental and behavioral health.
Update Bed Availability in Care Facilities: Ensure you have up-to-date, reliable data in your org by updating the available bed count in care facilities. Updating bed availability is an important task as it helps you keep track of different bed types in each facility. You can confidently refer clients to the right facilities that can provide the support and services they need.
Use Electronic Signatures: With Digital Verification, you can sign electronic records to verify key record updates such as Chain of Custody events in Advanced Therapy Management. You use your CRM credentials to sign the records on the same device as the other signers or different devices.
Discover and Set Up Health Cloud Features with Salesforce Go: Explore, set up and configure, and monitor usage of Health Cloud features in one streamlined setup location. Access content resources, such as videos,Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more Health Cloud features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Use Disease Surveillance: Use Disease Surveillance to efficiently manage and track disease-related data. Create and manage disease definitions for effective categorization. Monitor cases by recording patient details and tracking progress from first contact to resolution. Capture detailed investigation information, including specimen details, patient medication history, and exposure data. Schedule inspection visits for on-site evaluations. Monitor critical patient information such as medication, risk level, transmission mode, and demographics. Enhance public health responses by streamlining case management, improving response times, and ensuring accurate data tracking.
Automate Patient Case Intake by Using Document AI for Health: Extract data from a lab report using the Document Extraction Request object to create structured case records. Review and update the extracted information as needed to ensure accuracy and correct mapping to Health Cloud objects. Finally, save the records to support faster investigations and timely follow ups.
Create a Disease Surveillance Catalog: Import disease definitions from PDF files published by health authorities, extract the key details, and review the populated information for accuracy. Save the extracted information to create structured disease definition records and build an up-to-date catalog that aligns with your organization's needs.
Batch Document AI for Health: Efficiently manage large volumes of data and focus on critical investigations by automating the extraction of multiple healthcare files simultaneously. Reduce manual workload, accelerate decision-making, and ensure quick access to essential case information by using Batch Document AI for Health. Reduce the time spent opening files one by one, and get case information into Health Cloud while the documents are still arriving.
Use Document AI for Health: Leverage the generative AI capabilities of Document AI for Health to automatically extract data from PDFs, such as lab reports and disease definitions, and convert it into structured Health Cloud records. Focus on critical tasks by reducing manual data entry efforts, and ensure consistent case intake and disease data management, facilitating faster follow-up and investigation. Resolve an urgent document right away, or clear a large intake backlog by processing many documents together. Spend less time choosing a template, and work from files that already live in Amazon S3 without downloading and uploading them again.
Process Multiple Healthcare Reports for Disease Investigation: Upload your healthcare PDFs to a designated folder for automated batch extraction. Review and update the extracted information on the Document Extraction Request object to ensure accuracy and correct mapping to Health Cloud objects.
Get Started with Agentforce for Public Health: Utilize Agentforce to streamline case reporting, assignment, classification, and generating summaries of public health cases and disease investigations, while efficiently managing duplicate cases. Accelerate disease surveillance case classification with AI-generated suggestions, supported by confidence scores and attribution insights. Simplify decision-making and speed up public health responses with clear and concise summaries of cases and investigations. Streamline case management, reduce manual effort, enhance operational efficiency, and keep health statuses up to date.
Display Remote Monitoring Charts on the Patient Account Page: Charts that show biometric data and health metrics such as heart rate, blood pressure, or blood glucose levels help care coordinators track patient health. Add the Remote Charting Component to the account page and verify field level security on health metric fields so care coordinators can see relevant patient data.
Intelligent Document Automation on Experience Cloud Sites: Save your patients time by letting them use Intelligent Document Automation to upload their own forms, identification cards, and insurance information to an Experience Cloud site.
Use Einstein Generative AI for Health Cloud: Transform the healthcare industry to achieve better patient outcomes and streamlined processes by using artificial intelligence (AI) capabilities. Health Cloud’s embedded generative AI features stand out as a powerful tool to enhance the experience of both healthcare professionals and patients with advanced data processing, predictive analysis, and digital communication. Create coherent and contextually relevant text and revitalize communication within the healthcare sector with our AI-based text summarization and email generation technologies.
Use Embedded AI for Health Cloud: Use Einstein generative AI to significantly enhance healthcare and boost operational efficiency by improving clinical decision-making and optimizing administrative tasks. By embedding Einstein powered solutions directly on the patient and provider record pages, Health Cloud helps in automating routine healthcare tasks and makes several processes and operations run more smoothly. Use the built-in healthcare-specific prompt templates to create emails and summarize patient and provider information.
Create a Patient Assessment Email with Einstein: As a care coordinator or healthcare provider, improve patient engagement and healthcare outcomes by sending timely and personalized health-related communications to patients. Use the built-in Draft Patient Assessment Email prompt template that’s available on the patient account record page to create a rich-text email message that lists a patient's pending assessments. The email also includes the potential benefits of completing the assessments on time. This AI-generated solution sifts through vast medical content in a short time and presents the assessment information in a concise and consistent format for your patients.
Create a Referral Acknowledgement Email to a Patient with Einstein: As a referred healthcare provider, use the built-in Draft Referral Acknowledgement Email to Patient prompt template on the patient account record page to create a rich-text email message acknowledging the receipt of a patient referral. Provide the clinical service request associated with the referral as an input to the prompt and get a contextual and well-structured email draft addressed to the referred patient quickly and efficiently.
Create a Referral Acknowledgement Email to a Referring Provider with Einstein: As a referred healthcare provider, enhance engagement and boost productivity by sending a personalized email to your referring provider. Use the built-in Draft Referral Acknowledgement Email to Provider prompt template on the provider record page to create a rich-text email message acknowledging the receipt of a patient referral. Provide the clinical service request associated with the referral as an input to the prompt and enjoy the benefits of AI with an effective and customized referral acknowledgement email.
Summarize Patient History with Einstein: As a healthcare professional, use the built-in Summarize Patient History prompt template on the Patient Account record page to create a timely, rich-text summary of a patient’s complete profile and history without navigating multiple pages and tabs. Save time and improve productivity with the power of generative AI to analyze and condense large volumes of patient data stored across several Health Cloud objects. The informative summary helps you make informed clinical decisions by including patient information such as health conditions, medical procedures, medical history, allergies, and vaccinations.
Summarize Patient Medications with Einstein: As a healthcare professional, achieve enhanced diagnostics and clinical decision-making by using the built-in Summarize Patient Medications prompt template on the Patient Account record page. Create a rich-text summary of a patient’s current medication details such as dosage, frequency, intent, prescribing physician, related health conditions, and any additional information. With this timely and handy clinical information, you can easily design personalized treatment plans catering to the patient’s individual needs, improving health outcomes and patient satisfaction.
Create a Patient Precall Summary with Einstein: As a caregiver, automate the preparation for patient visits with the built-in Draft Patient Precall Summary prompt template available on the patient account record page. Create a rich-text precall summary of a patient’s recent medical history covering health conditions, diagnoses, appointments, treatment plans, notes from previous interactions, and more. This summarization not only reduces the manual effort required in reviewing comprehensive patient data but also enhances patient health outcomes by ensuring caregivers get a better understanding of patient’s health needs.
Summarize Provider Information with Einstein: As a payer or a provider, streamline the management of provider networks and relationships by using the built-in Summarize Provider Information prompt template on the provider record page. This AI-powered summarization process scans through a massive volume of provider data and creates a rich-text summary of a provider covering education, professional experience, accreditation, accepted insurance, practicing facilities, and more. Get critical provider information in a concise and accessible format while reducing the burden of information overload and achieving more efficient daily operations.
Epidemiological Insights Dashboard: Analyze disease trends and outcomes with a comprehensive view of critical metrics. Monitor case counts, fatality rates, hospitalizations, and demographic breakdowns to guide public health interventions and understand the full scope of the disease impact.
Extend Agentforce Health: In addition to the solution-oriented features you get with Agentforce Health (formerly Health Cloud), you can also design and implement your own solutions to meet the business needs of your organization. Here’s a set of Salesforce features that you can use to extend your Agentforce Health implementation.
Financial Assistance Program: Financial Assistance Program streamlines the enrollment of patients, helping them manage out-of-pocket medical expenses. Patient service reps can identify suitable assistance programs based on specific criteria and apply on behalf of the enrollees. Reps can view the status of the application and the history of any financial assistance that was provided to the enrollee. If the application is rejected, the patient service rep can file an appeal. After the application is approved, another patient service rep can view the details of the benefit disbursement, such as the count and benefit of reimbursed Copay coupons.
Give Your Users Access to CRM Analytics: Assign the appropriate permissions so that users can view reports and dashboards in Analytics Studio, and view patient data.
Use the Group Benefits App: Manage your book of business efficiently with a 360-degree view of group benefits sales. With the Group Benefits app, track leads, create quotes, manage enrollment census data, and enroll group members and dependents in selected insurance plans in one place.
Use Home Health: Use Home Health to efficiently schedule and manage visits for your organization’s home healthcare services. With this feature, you can automate large parts of your operations, such as scheduling recurring visits and managing care resource assignments.
Accept Broadcasted Home Visits: As a care resource, use your Field Service Mobile app to see a list of visits your scheduler broadcasted. Review the visit details and accept them if your schedule permits. When you accept a broadcasted visit, you play a key role in preventing no-shows and ensuring patients receive timely care.
Add Benefits to Patients for Home Visit Budgeting: As a care coordinator, you can add home healthcare benefits for your patient when you calculate the final budget. Depending on the patient's healthcare requirements, you can add a benefit from the product catalog or create a custom benefit.
Add a Medication During a Home Visit: Improve patient safety and health outcomes by adding and updating medications for your patients during a home visit. Use the Field Service Mobile app to search for and add medications, and update dosage, route, and other important medication details.
Administer Medications to Patients During Home Visits: As a clinician, improve patient safety, medication adherence, and health outcomes by administering medication effectively. When a patient’s care service routine requires you to administer medication, you see the task listed under the home visit in the Field Service Mobile app. Use the app to specify the medication details and track the task completion for future reference.
Use Agentforce for Home Health: Revolutionize and automate your workflow for home healthcare operations with Agentforce. Promote a transformative journey towards improved patient care and elevated efficiency with AI-driven insights and personalized service suggestions. Facilitate precise financial management by leveraging Agentforce to analyze patient voice call transcripts, extract home visit requirements, and generate patient coverage benefits and quotes.
Learn about Agentforce for Home Health: Automate your home healthcare workflow with Agentforce. Drive a transformative shift towards better patient care and higher efficiency through AI-powered insights and personalized service recommendations. Enhance financial precision by using Agentforce to analyze patient call transcripts, extract home visit needs, and generate patient coverage benefits.
Review Post-Visit Home Healthcare Summary: As a care resource, build a complete post-visit summary by combining your fresh assessment notes with the patient's existing profile. Anchor your main narrative in the actual work steps and tasks that you performed during the visit and add extra details like real-time clinical observations and patient responses directly into your agent conversation. Include the patient's full medical history and follow-up tasks to give clear clinical context. Prepare this summary as the starting point for the next visit so future care resources have the immediate context they need to continue care.
Review Pre-Visit Home Healthcare Summary: As a care resource, you can access a comprehensive pre-visit summary to efficiently review essential patient context directly from a scheduled visit's Overview section in the Field Service mobile app. You can expand the text to examine the complete clinical history and care plan, or initiate an audio readout to safely absorb this information hands-free during transit. This streamlined delivery of critical insights maximizes your operational productivity and on-the-road safety, equipping you to provide highly informed, personalized care immediately upon arrival.
Review and Save AI-Generated Home Visit Benefits and Quotes: Deliver timely and optimal care to your patients by using Agentforce to analyze patient voice call transcripts, extract home healthcare requirements, and generate patient coverage benefits and quotes. As a care coordinator, review the generated benefits and quotes, add additional items, and save the final set of benefits and quotes. Agentforce automates the creation of coverage benefit and quote records for the patient, saving time and reducing manual effort.
View Patient Home Healthcare Summary and Service Recommendations: Use Agentforce to get a timely, rich-text summary of a patient’s complete profile and history without navigating multiple pages and tabs. Improve productivity, patient engagement, and home healthcare outcomes with personalized health-related recommendations for patients.
Artificial Intelligence for Home Health: Use details of the recommended care professionals to swiftly schedule appointments with the most appropriate care professionals.
Associate Care Plans With a Visit: Provide personalized care and meet the individual needs of your patients by associating the right care plans, goals, and problems with your start of care visit or recurring visit. It’s essential that you partner with patients and help them play an active role in their healthcare to optimize their care and improve health outcomes.
Broadcast Visits with Home Health: As a scheduler, you can handle the ever-increasing demand for care resources by broadcasting home visits to resources in multiple service regions. Broadcasting helps you save time, enhance operational efficiency, and ensure patients receive timely care. To help you get a broader reach, you can broadcast up to 50 home visits to three service regions at a time.
Manage Quoting and Budgeting of Home Visits: Home Health's holistic approach to quoting, funding, and budgeting significantly enhances financial management, operational efficiency, and patient-centric care. By integrating quote generation, benefit reviews, budget calculation, and patient approval, Home Health streamlines the entire process, ensuring timely care and communication.
Review Home Visits with Calendar and List Views: As a scheduler, use the Home Health Visits Lightning component to switch easily between the default calendar view and the list view. Navigate schedules efficiently and review immediate and long-term care visits easily. In the calendar view, you can quickly identify visits of different status based on color coding and instantly toggle between the day, week, 15 day, month, and year layouts. You can also manage critical updates directly from the calendar interface, such as verifying visits, filtering them, and dragging them to reschedule in supported calendar views.
Cancel Visits with Home Health: Visit cancellations are unavoidable. That’s why Home Health provides a quick and flexible cancellation process to save time, minimize manual errors, and promote efficient resource utilization. As a scheduler, you can cancel a single visit or multiple upcoming recurring visits in one go if your care resources or patients can’t make it to their appointments on the scheduled date.
Manage Patient’s Care Plans During Home Visits: Home Health’s integration with Integrated Care Management helps you to orchestrate care for your patients efficiently and holistically. Provide personalized care and enhanced outcomes by addressing each patient’s unique needs, based on their health concerns and list of medications.
Complete Assessments During Home Healthcare Visits: As a clinician, you can gather patient responses for home healthcare assessments while performing home visits. Use the Field Service mobile app to complete assessments in both online and offline mode. You can also save assessments for later and resume them across devices. You can gather responses for multiple assessments at the same time with the help of Home Health's capability to autosave assessments. Save time, ensure uninterrupted care, and capture critical data even in low or no-connectivity environments.
Complete Assessments with Ambient Listening: As a clinician, use the ambient listening capability in your Salesforce Field Service app to eliminate manual data entry when completing home healthcare assessments. Speak naturally with your patient while the AI automatically transcribes the conversation and populates the relevant assessment fields. Review the autofilled suggestions carefully to validate the clinical data before final submission. Leverage intuitive, per-field prompts to resolve any information conflicts manually and maintain complete control over the patient record.
Create a Quote for Home Visits: As a care coordinator, you can swiftly generate accurate quotes for your patient's home healthcare visits and services.
Get Additional Benefits and Quotes for Home Visit Budgeting: As a care coordinator, use the customized budgeting process that your home health agency adopts to get a list of the additional benefits and quotes for patients from invoices or other expenses. Promote accurate and detailed financial management by including these items in the final budget for home visits before you send the document for the patient's approval. Your home health agency gains flexibility, visibility, and greater control over the home visit budget by customizing the overall budgeting process according to their unique business needs.
Get Patient Benefits and Quotes for Home Visit Budgeting: As a care coordinator, get a list of coverage benefits and quotes associated with a patient for a particular time period so that you can calculate the budget for home visits.
Manage Patient Medications During Home Visits: A meticulous medication management system helps a home health agency manage medication safely, cost-effectively, and competently to achieve the best outcomes for both the home health agency and its patients. With the integration of Home Health and Medication Management, clinicians can easily monitor a patient’s medication regimen, identify actual or potential medication-related errors, and give guidance to optimize medication usage during home visits.
Home Health Portal for Patients: As a patient, take control of your healthcare journey with Home Health. With a streamlined communication with the home health agency, you can efficiently monitor your home visits and achieve an enhanced and personalized healthcare experience.
Request a Home Visit Cancellation: As a patient, raise a request to cancel an upcoming home visit if you can’t make it to the visit on the scheduled date. Home Health’s patient portal provides a quick and effective way to cancel visits, reducing patient no-shows and minimizing manual errors involved in cancellations over a call. By raising cancellation requests on time, you also help your home health agency to efficiently utilize their care resources for other patients.
Add Patient Preferences with Home Health: Home Health uses a patient’s recorded preferences when it schedules visits for them and assigns care resources to their visits. Schedulers can add these preferences to the patient from the patient’s record page in the Home Health app.
Request a Home Visit Reschedule: As a patient, use Home Health’s patient portal to raise a request for rescheduling an upcoming home visit due to a change in your availability or preference. Request a visit reschedule at any time without a phone call or an in-person visit to the home health agency.
Review Home Visit Details: As a patient, stay informed about your home visits and actively participate in your care management with the Home Health Patient Visits lightning component available on a dedicated patient portal. View your current, past, and upcoming visits at a glance, track visit duration, and access care resource information.
View Your Home Visit Requests: As a patient, use Home Health’s patient portal to easily track and manage your home visit requests. The portal provides a unified view that effectively categorizes your schedule, reschedule, and cancel requests. You can also identify and review your submitted, approved, and rejected requests at a glance. Get real-time status updates and automated notifications when the schedulers at the home health agency approve or reject your requests.
Request a New Home Visit: As a patient, take charge of your own healthcare by raising a request to schedule a new home visit. Use Home Health’s patient portal on your personal device and book your visit as per your availability and convenience.
Perform Visits in the Field with Home Health: Care resources can perform home visits in the field using Home Health in the Field Service mobile app. You can see what visits you’re scheduled for, get directions to the visit location, and see the lists of tasks you have to complete for the visit. And if you have the right permissions, you can even see the patient’s clinical data.
Manage Patient Preferences with Home Health: Patients can prefer home visits from care professionals with specific skills. Assigning care resources that match these preferences enhances the overall experience that patients have with your organization’s services. For example, a patient prefers someone who speaks Spanish and is skilled in elder care. You can record these preferences if your admin has set up these preference types in your org.
Refresh Home Visit Counts: As a scheduler, get an accurate and up-to-date visit count for a care service visit plan associated with a patient. Home Health’s Update Care Visit Count flow works in the background and automates the calculation of assigned, unassigned, completed, and created visit counts. This built-in flow with its business rules and logic helps you speed up process management, save time, and reduce administrative errors.
Reschedule Subsequent Recurring Visits with Home Health: As a scheduler, you can reschedule a series of upcoming recurring visits in one go, depending on a patient’s availability and preferences. Home Health’s support for rescheduling a series of subsequent visits helps you increase operational efficiencies and reduce the administrative delays that arise when you manually reschedule each visit one at a time.
Reschedule Visits with Home Health: If a patient is unavailable for a visit, you can reschedule that visit from their patient record page.
Review Patient Benefits and Quotes for Home Visits: As a care coordinator, review the patient's benefit and quote information for accurate budget calculation. Make the required changes before you send the budget document for your patient's approval.
Review a Patient’s Medication List During a Home Visit: Use the Field Service Mobile app to review your patient’s current medication list against their existing health conditions during a home visit. To reduce adverse reactions and increase medication adherence, make appropriate changes to the medication regimen. You can alter the prescription, dosage, status, and other medication information using the app.
Review Your Patient’s Home Visit Requests: As a scheduler, use Home Health to speed up and streamline the review and approval process of your patient’s home visit requests. You can approve or reject your patient’s requests and then schedule, reschedule, or cancel their visits. With most of the visit information available in the patient request, you can save the time and effort involved in collecting such details manually.
Schedule Dependent Visits with Home Health: Deliver timely and optimal care to your patients by staying on top of complex and dependent visits that require two care resources to cater to a patient at the same time. As a scheduler, you can use Home Health to easily create two dependent visits for a patient in a single go.
Schedule Group Visits with Home Health: As a scheduler, you can simplify the scheduling process and provide better tracking by creating a group visit for multiple patients in nearby locations and with similar health conditions. Home Health bundles patient visits into a single group visit and assigns a single care resource to the group visit.
Schedule Home Visits for Approved Quotes: As a scheduler at the home health agency, you can schedule home visits for approved quotes directly from the Quotes tab. Home visit details are automatically filled from the approved quotes, saving time, enhancing efficiency, and reducing manual errors.
Schedule Visits with Home Health: Schedulers can schedule visits for their patients by using the New Home Visit button on the patient’s record page. You can schedule a start-of-care visit for an initial assessment, or a set of recurring visits in bulk for the service you’re providing.
Update Status for Quotes Approved by Patients: As a care coordinator, update the status of quotes after your patients review and approve the final budget. If your patient approves the budget, you can set the quote status to Approved and schedulers can subsequently initiate the home visit scheduling.
Manage Users and Field Operations: Get to know the different users of Home Health and the field-level operations involved in home visits.
Verify Home Visits Automatically: As a care resource who’s visiting a patient’s home, verify your visit in a single step and easily record your field activities using the Field Service Mobile app on your mobile device. Automatic verification’s real-time monitoring helps to streamline field operations, track delivery of care and services, and improve overall efficiency.
Verify Home Visits Manually: As a scheduler or agent, you can help your care resource to manually verify their visit when they face disruptions such as limited mobile connectivity, app issues, or any unexpected error during automatic verification. Manual verification is useful in such difficult situations, and helps to easily track visit details on time and with accuracy. Care resources call you from either their device or another device, and request a manual verification. You verify the visit and the start and end details are updated.
View Orders and Invoices for Completed Home Health Visits: As a clinician, use the automated billing integration to verify service details, travel costs, and inventory used during your visit. Once you mark a visit as completed, the system automatically generates an order and an invoice for the visit. To verify upcoming payments, check the billing schedule under the order details.
Reassign Visits to Another Care Resource with Home Health: If a care resource assigned to one or more visits asks for a change in assignments, you can reassign those visits to another care resource from their record page. For the reassignment, you can either manually select the new care resource to assign the visits to, or you can let Home Health automatically assign the visits to a new care resource.
Manage Electronic Verification of Home Visits: Home Health’s comprehensive solution for Electronic Visit Verification (EVV) allows a home health agency to track care resource visits and verify that a patient receives the services authorized in their plans of care. This verification gives accurate and up-to-date visit data that subsequently reduces inappropriate billing, safeguards against fraud, and helps with future audits. Along with achieving regulatory compliance, your home health agency also sees improved home visit oversight, faster payments due to eliminated paperwork, and better scheduling and communication.
Manage Home Visits and Authorizations: Learn how home visits are scheduled and assigned to care resources, then learn about the prior authorization and patient eligibility verification workflows that can expedite and streamline your home visit operations.
Add Custom Fields for Provider Scheduling to the Appointment Guidance Flow: Appointment Guidance leads the call center agent through a screen flow to determine the correct visit type and provider for an appointment. Use custom fields in the flow to set the filter values in the provider preferences panel of the Intelligent Appointment Management console.
Create a Provider Portal Page on Your Experience Cloud Site: Give providers the ability to log in to your Experience Cloud site and schedule appointments. Add the Healthcare Appointment Scheduler component to a provider portal page, and add fields such as provider language and gender.
Appointment Guidance: Choosing the perfect appointment for a patient can be difficult, but logically walking through a flow that can take the guesswork out of it. Create a custom screen flow to launch in the Intelligent Appointment Management console that guides your call center operators or care coordinators when setting a patient appointment.
Configure Appointment Guidance: Provide call center agents or schedulers with guidance for choosing the best provider, facility, asset, and appointment slot for a patient. The Intelligent Appointment Management component includes the option to select a custom screen flow to use for Appointment Guidance.
Considerations for Appointment Guidance Flow: The Appointment Guidance custom screen flow opens up a range of options for setting visit type, engagement channel, and provider preferences. There are important considerations to keep in mind when setting up the data so that you don’t cause errors in the search function for providers, assets, and appointment slots.
Create an Appointment Guidance Flow: Create a custom screen flow that guides call center agents through the process of selecting the correct visit type and resources for a patient’s appointment. After a scheduler completes the appointment guidance steps, the flow sets the visit type, field values, and search preferences for the Intelligent Appointment Management console.
Create Call Center Agent and Care Coordinator Users: Create profiles for call center agents and care coordinators if these profiles don't exist already. People in these roles book appointments for patients in Intelligent Appointment Management. After you create the profiles, you create user records and assign permission sets.
Create and Enable Shifts for Channel Support in Intelligent Appointment Management: Create shifts to specify the availability of providers and assets for appointments. Then, set up engagement channel types to give patients and providers the flexibility to meet over the phone, with video, or in person. Don't use appointment modes with shifts.
Streamline Patient Care with Integrated Care Management: Integrated Care Management helps care managers efficiently orchestrate care for their patients or members. With this feature, you can create enhanced care plans based on patient or member assessments. These enhanced care plans are also FHIR R4 and USCDI aligned, which makes them more interoperable than standard care plans. The integration with Milliman Care Guidelines (MCG) enables care managers to create care plans informed by industry standard guidelines, ensuring patient-centered care and improved outcomes.
Create an Assessment Summary: Summarize complex assessments instantly by using generative AI to significantly reduce your manual analysis effort. Retrieve previously generated overviews directly from the Assessment Summary field on the Assessment object to boost your daily workflow efficiency. Evaluate patient history comparisons and suggested actions by using traceable sources to make confident care decisions quickly.
Add Care Team Members: A patient or member’s care team is responsible for executing the interventions assigned in their care plan. You can assign a care team to a care plan by going to its Case record and adding case team members there.
Add Goals to an Existing Care Plan: You can add more conditions to an existing care plan from the care plan interface on the patient account, case, or clinical service request record page.
Add Interventions to an Existing Care Plan: You can add interventions to an existing care plan by creating Task records. If you’re adding interventions for problems or goals that already have action plans, you can create action plan tasks. If you’re adding interventions for problems or goals that don’t have action plans or are created manually, you have to create standard tasks.
Add Conditions to an Existing Care Plan: You can add more conditions to an existing care plan from the care plan user interface on the patient account, case, or clinical service request record page.
Add Social Determinants to an Existing Care Plan: You can add more social determinants to an existing care plan from the care plan interface on the patient account, case, or clinical service request record page.
Use Agentforce for Integrated Care Management: Revolutionize and automate your workflow for patient evaluations with Generative AI. Promote a transformative journey towards improved patient care and elevated efficiency with AI-driven insights, synthesized summaries, and personalized follow-up suggestions.
Complete an Assessment with Agentforce AI Assistance: Healthcare professionals can leverage generative AI capabilities to streamline assessment selection and completion. Agentforce reads trusted member data to recommend the most relevant assessment and provides AI-suggested responses with clinical reasoning, ensuring efficiency while keeping the care manager fully in control.
Delegate Interventions to Care Team Members: When you manually add interventions to care plans, you also specify who’s responsible for those interventions. However, the interventions created by the Integrated Care Management work flow are automatically assigned to you. You can delegate those interventions to care team members from the Action Plans page.
Elements of Enhanced Care Plans: In Integrated Care Management, you have five elements that are part of a care plan. Some of these elements are similar to standard care plans. However in enhanced care plans, these elements are more closely aligned with FHIR R4 and USCDI standards, and can directly use a patient or member’s clinical data in their care plans.
Complete an Assessment for Integrated Care Management: Use Discovery Framework-based internal assessments configured in Salesforce, MCG assessments, and suggested assessments to gather health-related information from your patients or members. After you’ve collected that information, you can use it to create care plans.
Mark an Intervention as Complete: After you complete an intervention that’s assigned to you, you have to mark it as complete in the system. To make this change, you go to the care plan, problem, or goal page that the intervention is added to and select the intervention in the activity pane.
Create a Care Plan from Care Gaps: Create a care plan for a patient using open care gaps. If the care gaps are associated with problem definitions, you can also add goals and interventions to the care plan.
Create an Enhanced Care Plan Using Care Plan Templates: Create care plans from care plan templates using an OmniScript flow. When you use this work flow, Integrated Care Management gives you recommendations for what problems, goals, and interventions you should add in the care plan based on the selected templates.
Create an Enhanced Care Plan from Assessments: Create care plans from completed assessments using an OmniScript flow. When you use this work flow, Integrated Care Management gives you recommendations for what problems, goals, and interventions you should add in the care plan.
Track MCG Assessment History: Access every instance of an MCG assessment from a single place using the Assessment History component.
Update Care Plans: Update existing care plans by adding new problems, goals, and interventions using Discovery Framework-based internal assessments, MCG assessments, and predefined care plan templates. You can maintain a single, comprehensive care plan for a patient, instead of creating a new care plan every time you want to update the components. This makes it easier to manage patient care.
Learn About Agentforce Health: The first step in implementing Agentforce Health (formerly Health Cloud) for your organization is learning what it does. Let’s take a look at all that Agentforce Health has to offer for the different types of organizations in the healthcare industry.
Health Cloud Managed Package: Health Cloud originally started out as a managed package that was installed on the core Salesforce platform. Over the years, Health Cloud has gradually moved away from distributing new features through the managed packaged, and instead has built its features directly on the core Salesforce platform.
Add Medications by Using the Add Basic Medication Details Flow: Use the single-step Add Basic Medication Details flow to quickly add medications for your patients. The flow is integrated with RxNorm, so you can easily find and select the right branded or generic medication. And if you need to add detailed information about a medication, you can do so later on the medication record.
Omnistudio for Health Cloud: Use Omnistudio to create guided interactions and other rich user experiences without code. You can even create applications and workflows using data from Health Cloud and from external sources.
Get Started with Health Cloud Patient and Member Services: Patient and Member Services personalize patient interactions by consolidating care aspects on one platform. It offers a comprehensive view of patients and members, informing tailored interventions. Automated tools that verify benefits, schedule appointments, and manage visit tasks ensure swift care delivery, and lead to enhanced patient engagement. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Plan and Prepare for Agentforce Health: Now that you’ve learned what Agentforce Health (formerly Health Cloud) does, let’s walk you through some key concepts before you begin your implementation. Learning about how Agentforce Health models data and its users will help you optimize your implementation to the needs of your organization.
Start the Provider Credentialing Process: As a provider who is recruited into a provider network, you receive an email with instructions to log into the Provider Portal experience cloud site and start your credentialing application process. Enter information about your education, training, or practice standards, and professional qualifications (licenses, certifications, education, and registrations).
Enroll Providers in a Network: With Health Cloud’s Provider Network Management, you can customize workflows that enable payers or provider groups to quickly segment and assess provider candidates. You can also help providers use the self-service application for streamlined enrollment.
Nominate a Provider to Join a Payer Network Using NPPES: Providers can now nominate other providers to join the health plan using their NPI number or by searching with their demographic data. This search cross-references the NPPES directory and provides a list of results from which you can select and nominate a provider.
Nominate a Provider to Join a Payer Network: As an existing provider or a non-registered provider, you can nominate another provider to the health plan using the provider portal. Make your job easier by using the embedded forms in the portal instead of expensive, inefficient legacy paper-driven processes.
Upload Provider Roster Data Files from Cases: Upload provider roster data that you receive via cases in the form of Case-Related Files to the Provider Network Management data model.
Recruit a Registered or Nominated Provider to a Payer Network: When a provider registers with the network or nominates a peer through the portal, Salesforce creates a lead record. As a recruiting specialist at the payer’s office, use the lead record to initiate a conversation with the provider, validate their information, and complete the recruitment process.
Register to Join a Payer Network: Payers can reduce administrative burden by enabling prospective providers to self-register through the provider portal. As a provider, you can easily register in a payer network, complete an application, and provide your credentials and licenses.
Register to Join a Payer Network With NPPES: To further streamline the registration process, payers can now enable providers to use their unique 10-digit unique NPI number to pre-fill information for faster registration.
Upload Roster Data Files by Using Provider Portal: Track submission history, view case details and file statuses to ensure your data is up to date in the Provider Network Management (PNM) data model.
Start the Primary Source Verification Process: As a credentialing specialist at the payer’s office, verify your providers in days instead of weeks. After the provider completes the credentialing application, call them and verify the information in their application form, so you can certify or license the provider with a healthcare organization. Our process captures some competencies for the provider right from the recruiting phase, and saves time and cost while providing full transparency throughout the process.
Get Started with Health Cloud Provider Network and Relationship Management: Provider Network and Relationship Management makes finding, managing, and supporting provider partners easier, and streamlines recruiting, credentialing, contracting, and self-service. Users can easily search for healthcare providers based on specialty, location, and other factors, and view provider relationship cards that contain essential provider information. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Provider Search: Powered by the provider data model, Provider Search helps your users find healthcare providers based on criteria such as location, specialty, and whether the provider is accepting new patients.
Give Guest Users Access to Provider Search: Give guest users on your Experience Cloud site a way to search for healthcare providers by specialty, location, and other factors. Turn on Provider Search for guest users and assign the profile, permission sets, and object access needed to view providers.
Add a Provider Search Page to Your Site: Enable patients to search for providers by adding a search component to an Experience Cloud site and configuring the component.
Assign the Permissions Required to Sync Provider Search Data: Provider Search uses a Data Processing Engine definition to create and refresh data in Care Provider Searchable Field records. To ensure that the definition runs smoothly, assign the required field access to the Analytics Cloud integration and system administrator users.
Set Up Healthcare Providers: Set up records for healthcare providers such as the practitioners (people) who take care of patients and the facilities (organizations) where patients are cared for. Practitioners include doctors, nurses, physical therapists, and other clinical staff. Facilities include hospitals, clinics, labs, and other organizations.
Automate Referrals: Create referrals by using a guided flow that gathers data and creates related records for you. Accept referrals directly from a clinical service request.
Create Referrals with the Create Referral Flow: The Create Referral flow gathers patient and provider information and creates related clinical service requests, clinical service request details, and document links for you. The flow also creates or updates the associated patient account record.
Dashboard: Referrals Performance: Analyze the efficiency of your referral processes. Understand the amount of time it takes your team to convert referrals to patients, and assess whether you have enough resources to manage incoming and outgoing referrals.
Dashboard: Referral Insights: Zero in on the most critical referrals of the day and prioritize care coordination tasks for them.
Dashboard: Top Referrals: Get complete visibility into the referral pipeline and compare incoming and outgoing referrals. Slice the data across dimensions like specialty and service type.
Register a Healthcare Device for a Patient: Help patients stay on course with their care metric targets by registering their healthcare devices. Care coordinators can track biometric data from these devices, identify healthcare gaps, and engage with patients for follow-ups.
Work with a Patient’s Remote Monitoring Data: Remote Monitoring allows you to create a reliable and personalized connection with patients to motivate them on their healthcare journey. Learn how to create care observations, personalize care metric targets, track and analyze patient health data, and register and ship remote monitoring devices.
Manually Add a Care Observation: Care observations typically come from external systems. As a care coordinator, you can also add care observations manually. You can then use the remote monitoring charts to analyze the data and health metrics to track patient health.
Get Started with Health Cloud Sales and Commercial Excellence: Health Cloud Sales and Commercial Excellence helps teams better engage with their customers by streamlining the end-to-end process, from lead generation to fulfilling orders. Accurate forecasts ensure transparency across your sales and commercial units. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Set Org-Level Care Metric Targets: Care metric targets represent health care goals. As an admin, you can set org-level care metric targets that care coordinators can use as a starting point when creating targets for specific patients. Setting org-level care metric targets is optional.
Set Up Security and Permissions for Agentforce Health: Create users and profiles for your org and give them the permission sets and permission set licenses that they need for Agentforce Health (formerly Health Cloud).
View Events Using Enhanced Timeline in Health Cloud: The Enhanced Timeline component shows key events relating to a person or a resource in one place, so your users can see information from a single source of truth.
Create a Health Cloud Trial Org: Sign up for a trial to get hands on with a comprehensive, fully-configured Health Cloud org.
Search for Beds Across Healthcare Facilities in Crisis Support Center Management: Use the Bed Search component to search for beds across healthcare facilities based on parameters such as provider name, facility name, specialty, bed type, distance, and services. Select up to 50 records from the bed search result and generate a shareable PDF report.
Disease Surveillance Analytics Dashboards: Analyze infectious disease spread and public health case trends by using comprehensive data visualization and analytics capabilities. Gain a full 360-degree view of disease trends, critical case metrics, and demographic analysis. Identify potential warnings that can lead to outbreaks, monitor critical cases, and inform public health actions.
View Disease Surveillance Analytics Dashboards: Monitor disease trends and coordinate public health responses through the Epidemiological Insights and Case Insights dashboards. These dashboards provide a centralized view of surveillance data and active outbreaks. The dashboards help you track critical metrics such as hospitalizations and fatality rates and make faster, data-backed decisions.
Use Agentforce for Provider Contact Center: Enhance the patient experience and expedite query resolution with Agentforce. Offer tailored support through immediate access to medical records, treatment plans, and real-time eligibility and benefit details, all in a single interface. Boost operational efficiency and ensure data accuracy as Agentforce connects with external EMR systems, simplifies patient registration, and creates or updates patient-related clinical and administrative data, while upholding stringent healthcare compliance.
Retrieve Patient Data: Retrieve demographic, clinical, and administrative patient data from external Electronic Medical Record (EMR) systems. Streamline workflows and reduce handling time by accessing comprehensive patient profiles from a single interface. Use this agent to eliminate manual lookups and deliver personalized support based on real-time EMR data.
Verify Eligibility and Benefits: Verify a patient's eligibility and benefit details for healthcare providers. Use the agent to search for records across integrated systems and clearinghouses to confirm member eligibility. Streamline the verification process by automatically gathering required patient details and service information to confirm benefits before care is provided.
Manage Patient Data: As a contact center rep, use Agentforce to manage patient demographics, related person records, and medication requests in your external Electronic Medical Record (EMR) system. Use the agent to log contact center communications and synchronize clinical data in real time using FHIR standards. Deliver personalized patient support and reduce handling time by performing updates directly from a single interface.
Use Digital Health Insurance: Quickly find and compare the right insurance plans, receive AI-driven recommendations, and generate accurate quotes in one seamless flow. Save time, reduce manual effort, and deliver better, faster proposals to clients.
Use Agentforce for Public Health: Speed up disease surveillance case classification with AI-generated recommendations, supported by confidence scores and attribution details. Streamline decision-making and expedite public health responses with clear and concise summaries of cases and investigations. Simplify case management, minimize manual effort, boost operational efficiency, and keep health statuses up to date.
Document AI for Health: As a case intake specialist, use the generative AI capabilities of Document AI for Health to automatically extract data from PDFs, such as lab reports and disease definitions, and convert it into structured Health Cloud records. Focus on critical tasks by minimizing manual data entry efforts, and ensure consistent case intake and disease data management, facilitating faster follow-up and investigation.
Summarize Disease Surveillance Cases and Investigations: Leverage Agentforce to get clear, structured summaries taken from assessments, investigations, and outbreak data without switching between multiple screens. Improve reporting, decision making, and response times with focused, ready to use overviews. Agentforce analyzes complex case data into disease investigation summaries with patient details, symptoms, exposure sources, inspection findings, and public health case summaries combining investigations, lab results, hospitalization records, and interventions into one comprehensive case view.
Classify Public Health Cases: Utilize Agentforce to classify public health cases associated with infectious diseases. Leverage the agent's capability to analyze patient health data and categorize cases as Confirmed, Suspected, or Probable. Boost productivity and reduce manual work through automated classification. Support early outbreak detection and rapid response times with timely and accurate assessments. Use confidence scores and attribution insights to make informed decisions.
Visualize Disease Transmission: Epidemiologists can identify and manage disease spread by viewing contact tracing diagrams on Account record pages. Visualize how one case connects to others, uncover exposure links, and make containment decisions faster.
Create and Manage Outreach Campaign for Care Gap Closure: Use the Care Gap Closure Outreach Template to create a campaign that automatically sends personalized communication to members with one or more open care gaps. When a member receives an email, SMS, or both, they are reminded to complete their outstanding care tasks and close their care gaps.
Use Health Engagement: As a healthcare marketer, use Health Engagement to create and manage outreach campaigns. The Patient and Member Outreach tools help you proactively engage and communicate with members so that they are more involved in their care journey.
View Care Gap Closure Analytics: See whether care gap campaigns closed gaps and where members still need follow-up, using Care Gap Closure Analytics dashboard. Review closure rate, average time to close, manual intervention rate, and touches per closure. Filter by plan type and health condition, compare campaigns, and use geographic heatmaps to improve Centers for Medicare & Medicaid Services (CMS) Stars and Healthcare Effectiveness Data and Information Set (HEDIS) reporting.
Enroll a Beneficiary in a Medicare Plan: Use Medicare Sales Flow to guide beneficiaries through plan selection and enrollment in Medicare Advantage, Prescription Drug, and Special Needs plans. The guided experience brings consent, Scope of Appointment, needs discovery, appointment scheduling, provider and formulary searches, plan comparison, quoting, and enrollment into one workflow. Work more efficiently during high-volume enrollment periods, reduce administrative effort, and support CMS compliance.
Use Agentforce for Payer Contact Center: Enhance the payer contact center patient and provider experiences with Agentforce. Quickly and efficiently resolve queries about claims and member coverage details.
Retrieve and Review Claim Details: Resolve claim queries faster by quickly gathering and viewing claim details and summaries with Agentforce.
Get Started with Health Cloud Utilization Management: Utilization Management makes it easier for provider and payer organizations to gather member and clinical data, streamline care request reviews, and evaluate requests for medical necessity. It ensures seamless collaboration, reduces cycle times, and lowers expenses while providing appropriate care. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
View Care Observations and Remote Monitoring Charts: Care coordinators remotely monitor health metrics by viewing care observation data and remote monitoring charts on the patient’s account page. Remote monitoring charts provide biometric data and health metrics such as heart rate, blood glucose levels, and weight, which help care coordinators track and analyze patient health.
Verify Video Visit Self-Service Licenses and Permissions for Admins: Video Visit Self-Service requires that admins are assigned Omnistudio and Health Cloud Community or Health Cloud Community Plus licenses and specific Health Cloud and Patient Appointment Scheduling permissions.
Connect Appointment Reasons to Engagement Channel Types: Create engagement channels, such as in-person, video, and phone, that service resources can add to their shifts and work types. For self-service video appointment scheduling it’s necessary to create Engagement Channel Type records in addition to adding video to the Service Appointment default appointment.
Create a Flow for Appointment Emails with Calendar Invites in Virtual Care: Create a custom record-triggered flow to call an invocable action that adds a calendar file (.ics) to an appointment email. The attendance rate for Virtual Care appointments improves when a calendar invite is included in the appointment email.
Get Your Org Ready for Video Visit Self-Service: Video Visits Self-Service uses Omnistudio, Provider Search, Intelligent Appointment Management, Salesforce Scheduler, and Video Visits. Verify that all of these features are enabled and configured.
Virtual Care Self Service: Make Video Visits even more convenient for patients by creating an Experience Cloud site with self-scheduling. Provide an intuitive video platform, automated appointment notifications, and easy access links for authenticated and guest users.
Vlocity Health: Connect frontline agents, back-office teams, and customers with flexible components that support policy administration, benefit administration, and billing. Highly configurable tools in Vlocity Health help you tailor the end-to-end processes vital to the strength of your business. These components put customers and users at the center of each interaction, enabling personalized service and timely product innovations in an ever-evolving marketplace.
Add a Patient to a Waitlist: Add patients to a waitlist so that they can receive appointment invitations for canceled service appointments. You can add patients to a waitlist from the Waitlist Participants page or from a waitlist’s Related tab. Ensure patients have the correct permissions to respond to waitlist appointment invitations in your self-scheduling portal.
Field Service in Health Cloud: Field Service enables care team members to carry Health Cloud with them. Users can complete tasks and interactively update records while they deliver services outside your facility, such as mobile nursing and home health care.
Health Cloud Limitations: Health Cloud has some specific behaviors and limitations that may be different from your users’ standard Salesforce experience.
Recommended Care Professionals for Patients: The Service Resource ID field of the Recommended Care Professional records shows the recommended care professionals for patients based on the care professionals’ missed appointment history, treatment frequency for multiple parameters, utilization rates, and average service appointment duration. Use this information to schedule appointments efficiently. Identify care professionals who are best suited for patient needs, and avoid last-minute rescheduling. Maximize patient satisfaction by assigning available care professionals with high effectiveness scores, and avoid discontentment among care professionals by distributing work equitably.
Use Artificial Intelligence: Payers can see the predicted service-level agreement (SLA) breach scores for prior authorization review requests and the top factors that possibly contribute to SLA breaches on the Prior-Authorization Review SLA Breach Prediction dashboard. They can see services that they are likely to receive from providers and previously submitted services authorization requests for a member on the Recommended Services Pathway dashboard. Providers can see services that they are likely to request on the Recommended Services Bundling dashboard.
Recommended Services Pathway for Payers: The Recommended Services Pathway dashboard shows previously submitted services authorization requests for a member and services that payers are likely to receive.
Reporting in Health Cloud: Set up your reporting environment for Health Cloud. Use the report builder to create a basic report and organize your reports to make it easy to find information. You can also find useful dashboard apps on the Salesforce AppExchange.
Set Up Commercial Excellence Features: Medical device manufacturers can manage their volume and price agreements at the product level with their customers using sales agreements. They can also manage account and product specific forecasts, and create account manager targets.
Agentforce Health: Agentforce Health (formerly Health Cloud) gives organizations across the healthcare industry the tools they need to run their operations and best serve their patients and members. From managing patient services and provider networks for payers and providers, to improving sales and commercial excellence for medtech companies, Agentforce Health has a solution for whatever part you play in the larger healthcare industry. And as the Agentforce Health administrator, you play a vital role in setting your organization up for success with its implementation. Administering Agentforce Health means configuring data flows, user interfaces, and the many other Salesforce components. Care coordinators, caregivers, patients, and many others depend on you to deliver the data and tools that help them take charge of their health activities.
Account Fields: Your page layout and field-level security settings determine which account fields are visible and editable. Here are the most common account fields used in business and household accounts.
Add a Contact to the Map: Add people who have a role to play in the patient’s healthcare, but aren’t a member of a household or care team.
Contact Fields: Your page layout and field-level security settings determine which contact fields are visible and editable. Here are the most common contact fields used to relate contacts to a patient.
Create a Business Account: Create a business account before you add it to the Related Accounts card on the householding map.
Create a Contact: Create a contact record for household members or other people who are related to the patient.
Create a Household Account: Just as a house and its occupants make up a household unit, a household record type and its associated contacts make up a household in Salesforce. Create a household before you add it to the household map.
Manage Your Patient or Member’s Households: Get insight into a patient or member’s home life by managing a view of all households they belong to. You can add households as necessary and add or remove the people associated with each household.
Manage a Patient or Member’s Relationships (Managed Package Feature): Knowing who lives with the patient or member and seeing their role and relationship can be an important factor in ongoing care. A person's household includes caregivers, businesses, and others who are involved with their health.
Get to Know the Householding Map: The householding map gives you a complete view of the people under your care. It brings together patients or members and their care plans, caregivers, households, businesses, and others who are involved in the person’s care.
Connect a Patient or Member with a Business: Sometimes managing a patient or member means that you also engage with related businesses, like medical supply companies or an insurance carrier. When you add these businesses to the householding map, you have this information at your fingertips.
Connect a Patient or Member with Another Person: Add a caretaker, doctor, case worker, or other professional as a related contact. First, you create an account for the contact, because every contact belongs to an account in Salesforce. Then associate the person as a contact with the patient or member.
Add a Business to the Map: Create an account record for a related business before you add it to the map. You can also add relationships that the person has as related accounts and related contacts.
Add Care Team Members to the Householding Map: When a patient or member is created in Health Cloud, the householding map shows the person's name and the relationship groups associated with them: care plans, related accounts, and related contacts. When you add a care plan for the person, it appears in the map. Care plans show the members associated with each care plan that the person belongs to. You can add or remove care team members from a care plan.
How Grouping Works in Decision Tables: When you create a decision table, you can group the table’s rows by input fields. Grouping splits each unique combination of values in the grouping field rows into their individual group. By categorizing the data logically, when you provide input values from the grouping fields for lookup, the lookup considers only the group associated with that value. Grouping helps streamline the lookup process by focusing only on the relevant information for the given input values.
How Identity Verification Works: How a CSR or CCA verifies a customer or their representative’s identity depends on the identity verification flow template that’s used to configure the process. Sometimes you’re required to verify only a caller or a customer’s identity. Or, if someone is seeking information on another person’s behalf, you’re required to verify both identities. In addition, some identity verification flows store interaction details. Your identity verification flow can also store interaction details. If someone is calling on another person’s behalf, verify both identities.
How Null Values Are Handled in Expression Sets: You can make sure that null values or preconfigured default values in decision tables are preserved during calculations in expression sets based on your business requirements.
Migration of Expression Sets with Dependencies: Expression set versions can reference elements such as decision matrices, decision tables, subexpressions, context definitions, field and object aliases, and explainability message templates. Migrate the dependent elements independently before you migrate the expression set version.
Identify the Prediction ID: Identify the prediction ID that’s used in configuring Intelligent Appointment Management.
Identity Verification in Industries: Help your employees verify the identity of a person, such as a customer, participant, or constituent. Then use audit records to log the details of each verification to detect fraud and ensure compliance. If you’re using OmniStudio, you can also use the Vlocity Interaction Launcher to set up identify verification.
Identity Verification Flows: The flow templates for identity verification are designed to help organizations obey regulations that protect sensitive information.
Invocable Actions: Learn about the object-level access that's required for using invocable actions.
Implement a Menu to Generate PDF Reports for Store Displays: Configure the MyDisplay_DisplayDetailsUI.userinterface.xml contract to create a menu in the Displays cockpit card of the Consumer Goods offline mobile app. This new menu shows the button to generate PDF reports for store displays.
Implement Asset-Based Orders: Changing an asset to an order or a quote initiates a guided process that moves one or more assets between service locations.
Implement Attribute-Based Pricing: Attribute-based pricing gives you the flexibility to create a single product entity and attributes, and use a matrix to price each combination of attributes.
Implement Bundle Pricing Adjustments: The Bundle-Based Price element determines the price of a product by applying discounts to a group of products sold together as a bundle.
Implement Cart Pricing Aggregate and Bundle Pricing Rollup: The Aggregate Price element calculates the aggregate price of a group of products. You can define aggregation at multiple layers, and the pricing element calculates the total pricing at the configured levels. You can also override the pricing output of a variable by setting a new condition by using the Write Back condition.
Implement Location-Based Pricing: Implement attribute-based pricing that evaluates a range of numeric values in an attribute or a field. Using this approach, you can override pricing for a product when, for example, the Quantity field on the line item exceeds a certain threshold or the numeric value of an attribute falls within a certain range.
Implement Price Lists: The price list entry defines the product price. Follow these steps to implement a Price List with standard Salesforce Pricing engine.
Considerations for Process Adaptations for Print Action: Configure business process adaptations in Visual Studio Code-based Modeler to generate PDF reports in the Consumer Goods offline mobile app. In the MyDisplay_DisplayDetailsProcess.processflow.xml contract, create an event handler to handle the printPDF event. Next, trigger the PrintV2 action on the Display module of the app to generate the PDF reports. Lastly, test the results on a mobile device.
Implement Volume-Based Pricing: Calculates the product price based on the discounts configured for the quantities purchased. For example, create pricing rules for a product that’s eligible for a 25% discount for 100 or more products. And a customer orders 140 products.
Import CSV Data into a Single Salesforce Object: Use the basic CSV data import feature to import the CSV data into a single Salesforce object at a time. You can insert, update, or upsert data into Salesforce objects.
Show Assigned and Past Provider Badges: Often, a number of care providers and healthcare practitioners are involved in a patient’s care. To easily schedule appointments with the required practitioner, such as the primary care physician, you must display assigned and past provider badges on the provider’s card.
Cross-Object Field History: Users can monitor and audit record changes across multiple related objects by using Cross-Object Field History. Eliminate the hassle of checking each record individually by providing a single view of changes across related objects. Derive inferences effortlessly by viewing the consolidated changes.
Per Transaction Limits for Visit Recommendations: Salesforce strictly enforces limits to ensure that any runaway flows don’t monopolize shared resources in the multitenant environment. Per transaction limits, which Apex enforces, govern flows.
Create Apps by Using Prebuilt Templates: Templates help you create a custom app with the fields and data based on which you want to develop your prediction model. The app templates for Consumer Goods let you sync external point-of-sales data, and consume the data to generate training or scoring datasets and predict revenue uplift. Or, you can use the template deployment wizard to create an app with custom fields. The app then deploys prebuilt recipes and creates an Einstein Discovery model.
Configure Your Calendar Dataset (Optional): You can configure the default calendar dataset to match your business calendar. Consider a scenario in which your business defines calendar data that is different from the default dataset. For example, the financial year of your business is between November and October, instead of the typical calendar year from April to March. Or, your business week starts from Thursday instead of Monday. Or, you have only four working days in a business week. In any of these scenarios, you can adjust the default dataset to reflect the changes that your business requires.
Generate Predictions with Einstein Discovery: The Use Predictions to Power Sales template consumes the generated external dataset by using the External Sales Data template and the preconfigured and synced data from the Consumer Goods schema. The Use Predictions to Power Sales template runs the preconfigured recipes that perform transformations and aggregations to generate a feature set and training and scoring datasets.
Prerequisites for Einstein Discovery Predictions: Irrespective of whether you use external data or data from the Consumer Goods cloud schema, configure the required objects before you use the templates to load the data and generate predictions.
Create a Revenue Uplift Model: Use the Store Revenue Story template to deploy the data that you imported. This template contains recipes for visualization and predictions on store visits. To maximize store revenue, the Store Revenue Story template consumes the generated training and scoring dataset and then deploys the model.
Update the Prediction Data in Salesforce Org: Use Einstein Discovery predictions to generate visit recommendations. You can do so by creating an output connection to map the predictions to your Salesforce org, and then creating a recipe that writes the revenue prediction data in the output connection. The output node in the recipe contains the output connector, a custom object, and the mapping from the dataset to the Salesforce object.
View Model-Based Visit Recommendation: As a Sales Manager, create a visit recommendation and map the recommendation strategy to the Next Best Action (NBA) strategy that loads the model-based prediction data. When you trigger this request to generate visit recommendations for the store and date range, Salesforce runs the NBA strategy for each date during the specified interval and generates recommendations accordingly.
Einstein and Data Usage in Industries Clouds: Einstein is built on data. Review this table to understand the type of data used by Einstein features in various Industries clouds.
Einstein Visit Recommendations: Einstein visit recommendations assist sales managers and field representatives in identifying stores for field visits, enhancing efficiency, and maximizing sales opportunities.
Prepare Dataset for the Visit Recommendations Predictive Model: Prepare the data required for generating predictions. Create a custom recipe by joining necessary Salesforce objects to create the dataset for predicting order and visit recommendations within CRM Analytics.
Configure the Next Best Action Strategy: Configure a Next Best Action (NBA) strategy to load records from CustomObject, and apply relevant rules to generate strategy scores and reasons.
Create a Strategy by Using Einstein Predictions: Create a strategy based on predictions or rules. If you want predictions-based visit recommendations, then create predictions using the Einstein Prediction Builder. And map the prediction fields in the strategy.
Generate Visit Frequency Predictions: The Visit Frequency Optimizer template consumes the generated external dataset by using the Point of Sale Data template and the preconfigured and synced data from the Consumer Goods schema. The Visit Frequency Optimizer template runs the preconfigured recipes that perform transformations and aggregations to generate a feature set and training and scoring datasets.
Create a Smart Visit Story: Use the Visit Frequency Story template to deploy the data that you imported. This template contains recipes for visualization and predictions on store visits. To optimize visit frequency, the Visit Frequency Story template consumes the generated training and scoring dataset and then deploys the model.
View Model-Based Visit Frequency Recommendation: As a Sales Manager, create a visit frequency recommendation and map the recommendation strategy to the NBA strategy that loads the model-based prediction data. When you trigger this request to generate visit frequency recommendations for the store and date range, Salesforce runs the NBA strategy for each date during the specified interval and generates recommendations accordingly.
Create a Visit Frequency Next Best Action Strategy: Create a visit frequency strategy that allows Einstein to provide optimal store visit recommendations. First, create a flow because a strategy is run using an active flow. When sales managers and field reps create a visit frequency request, they select a strategy that’s used to create recommendations.
Update the Visit Frequency Prediction Data in Salesforce Org: Use Einstein Discovery predictions to generate visit frequency recommendations. You can do so by creating an output connection to map the predictions to your Salesforce org, and then creating a recipe that writes the visit frequency prediction data in the output connection. The output node in the recipe contains the output connector, a custom object, and the mapping from the dataset to the Salesforce object.
Create Visit Recommendations: Einstein Visit Recommendation helps sales managers and field reps determine which stores field reps are to visit. Based on the recommendations Einstein provides, sales managers and field reps can schedule store visits with a single click.
Delete Visit Recommendations: You can automate the processes and the times for deleting recommendations that aren’t accepted or are ignored.
Enable Einstein Visit Recommendation: Enable Einstein Visit Recommendation so that sales managers and field reps can create visit recommendation requests and schedule visits based on Einstein's recommendations.
Set Up Einstein Visit Recommendations: To set up Einstein Visit Recommendations you can either create a flow strategy or a next best action strategy.
Create a Visit Recommendation Next Best Action Strategy: Create a visit recommendation strategy that allows Einstein to provide visit recommendations. First, create a flow because a strategy is run using an active flow. When sales managers and field reps create a visit recommendation request, they select a strategy that’s used to create recommendations.
Recommend Visits for Specific Stores: Use Apex to select a list of stores that you want Einstein to provide visit recommendations for. After you create an Apex action, use the Generate element in your strategy to select the Apex action.
Create Visit Recommendations (Consumer Goods - Advanced Data Model): Create an app that uses Consumer Goods - Advanced Data Model to generate orders and visit recommendations. Prepare a dataset with the necessary features based on the Consumer Goods - Advanced Data Model, and then deploy the model using Model Manager in Analytics Studio.
Recommend Visits Using Apex: Create an Apex class to list of specific stores that Einstein must provide visit recommendations for. You can then create a flow and add the Apex Class as an Action element.
Set Up Einstein Visit Recommendations Using Apex: You can use Apex to select a list of specific stores that Einstein must provide visit recommendations for. You can then create a flow and add the Apex Class as an Action element.
Experience Cloud User Licenses for Industries: An Experience Cloud license determines the baseline set of object access available to an Experience Cloud user. This page lists the object access you can grant to Experience Cloud users under each of these licenses: Customer Community, Customer Community Plus, Partner Community, and External Apps.
Identifying and Engaging with Prospects by Using Actionable Lists: Sales Innovations for prospect management offers powerful features to boost sales performance and improve your revenue. Use the rich data source available with Salesforce to help you create a targeted list of prospects, called actionable lists. Implement outreach programs to engage with those prospects to maximize sales and meet your business goals.
Industry APIs: Industry APIs are prebuilt APIs that are tailored to meet the specific needs of various industries, such as healthcare, communications, and energy. These are inbound APIs that integrate your Salesforce org with systems and data sources that are specific to your industry. These APIs streamline workflows by offering standardized ways to access and manage Salesforce data specific to these industries, reducing the need for custom development.
Delete an Integration Instance: Remove an integration instance that you no longer need from your Salesforce org and MuleSoft Runtime Manager.
View Integrations in Private Exchange: If you have developed and published your own integrations in your MuleSoft instance, you can view the integrations in Private Exchange.
Integration Solutions with MuleSoft: Enhance your business processes and integrations by using tools such as Industry APIs and MuleSoft Direct. Use Industry APIs to interact with Salesforce data to meet your busniess needs. An expansive selection of modular business processes are available through Industry APIs. Use MuleSoft Direct to integrate your Salesforce org with external systems to address your business requirements.
Update Access to Integrations: Enable integrations access to multiple clouds that you are subscribed to, without resetting the MuleSoft instance connection.
Input Field Conditions in Decision Tables: When you create a decision table, select a source object for the decision table. Next, select the fields that you want to use as input and output. Finally, specify the condition logic for the input fields so that the decision table can evaluate input values or records from the object against the logic that you specify.
InputAreaMultiLine Control: The InputAreaMultiLine UI control is a special form of the InputArea UI control. You can enter more than one line of text. All properties, bindings, and events of the InputArea control are also available within the InputAreaMultiLine control.
Currency Configuration: View transaction amounts not only in the transactional currency but also in your corporate currency. Enable multiple currencies and Advanced Currency Management. Then, turn on the Billing feature to convert and store transaction amounts in your corporate currency.
Adjust Policy Component Prices in an Endorsement: Modify the price of policy components, such as coverages or surcharges, as part of an endorsement to automatically calculate the difference in cost.
Configure Insurance Policy Billing Information: Set up billing details for an insurance policy by specifying who is billed, when billing occurs, and how billing is treated for the policy.
Configure Milestone Billing for a Policy: Assign a milestone billing treatment to a policy in the draft state to define how payments are distributed before the policy is finalized and sent for billing.
Configure Milestone Billing for a Policy: Assign a milestone billing treatment to a policy in the draft state to define how payments are distributed before the policy is finalized and sent for billing.
Example: Adding a New Asset Midterm: Petromax Carburettor has an issued Commercial Liability policy (MX430-1121) effective from 1 Jan 2026 to 31 Dec 2026. On 15 Mar 2026, Petromax purchases a new machine, High Speed Twister MC, and requests coverage for Product Liability.
Example: Configure a 60/30/10 Milestone Split: To configure a 60/30/10 milestone split, create three Billing Treatment Items, each linked to the same Billing Treatment. Each item represents one milestone and defines both the percentage to bill and when it is due.
Example: Policy Cancellation: This example shows how policy cancellation affects policy structure, transactions, and billing for a simple health policy.
Generate Billing Schedules: This task describes how billing schedules and billing schedule groups are generated for a policy using milestone (hybrid) billing during policy issuance.
Generate Invoice PDF Documents: After invoices are generated, generate PDF documents for a batch of invoices or a single invoice.
Generate Invoices on Demand: Use account-level actions to preview invoices and generate invoices in draft or posted status.
Guidelines for Managing Plan Benefit Attributes: Understand the rules governing attribute enforcement, default value behaviors, and UI validation logic when creating or updating plan benefits.
Handle Price Change Endorsements for Milestone Billing: Process mid-term price adjustments for insurance policies using milestone billing to automatically calculate the delta (difference) between the updated and previous versions of the policy and adjust future invoices to ensure financial accuracy.
Handle Price Change Endorsements for Advance and Arrears-Based Billing: Process mid-term price adjustments for insurance policies using advance and arrears-based billing to automatically calculate the delta (difference) between the updated and previous versions of the policy and adjust future invoices to ensure financial accuracy.
Issue a policy: Complete policy issuance by validating the policy structure, issuing the policy, and generating financial transactions for billing.
Milestone Billing: Milestone Billing, also referred to as Hybrid Billing, allows insurers to split premium and fee amounts across multiple invoices based on predefined milestone percentages and offset dates. This approach supports down payments and staggered collections across the policy lifecycle.
Objects Copied by Policy Lifecycle Actions: When you trigger a policy lifecycle action such as Renew, Endorse, or Repurpose, the system creates a new policy-related record set by copying specific entities from the source policy. The set of copied entities depends on the action you choose.
Policy Cancellation: Cancel an issued policy to end coverage before the policy expiration date and generate financial transactions for billing.
Policy Endorsements and Versioning: An endorsement represents a midterm change to an issued insurance policy. Endorsements are handled by versioning the policy, allowing the system to preserve the policy state before and after the change.
Policy Lifecycle to Billing Overview: Financial Services Cloud Insurance Brokerage (FSC IB) supports an end-to-end flow that connects insurance policy management with billing, payments, and financial posting.s
Policy Lifecycle Processes with Policy Versioning: Enhance accuracy and reduce data entry throughout the policy lifecycle that includes policy issuance, renewals, endorsements (MTA) and cancellations. Customers benefit from a streamlined process that ensures all changes are accurately recorded, aggregated, and prorated.
Insurance Policy Transactions and Breakdowns: Automatically generate insurance policy transactions that capture the full financial impact of policy lifecycle events. This feature provides a granular breakdown of premiums, commissions, taxes, and fees, specifically mapped to each coverage, insured item, and insured party.
Preview Invoices: Review upcoming invoice lines before generating invoices. Use Invoice Preview to see the invoice lines that are generated for billing schedules, without creating actual invoices. You can preview invoices at either the account level or for a specific Billing Schedule Group.
Reinstate an Insurance Policy: Restore a canceled policy to active status and generate financial transactions for billing.
Understand Billing Schedule Groups and Billing Schedules: Billing Schedule Groups and Billing Schedules define how policy charges are billed over time after transactions are sent to billing. These records translate transaction detail data into time-based billing structures that control invoice creation.
Send Policy Transactions to Billing: Initiate the billing process to convert policy transaction data into billing schedules. This action processes the transaction details and creates Billing Schedule Groups and Billing Schedules, which drive invoice generation.
Accounting Configuration: Create accounting periods and assign legal entities to accounting periods. Accounting Periods define the time frames used for financial reporting and accounting activities, such as months, quarters, and fiscal years. These periods determine how and when invoices, and payments are entered into the transaction journal.
Configure Accounting Subledger for Accounts Receivables: Set up a chart of accounts for your legal entities, assign appropriate general ledger accounts to transaction journals, and automatically create dual transaction journals for your billing transactions.
Billing Advanced Features: Billing Advanced Features extend standard billing capabilities to support complex and specialized billing scenarios in insurance operations.
Agency Billing: Manage the end-to-end agency billing workflow with greater accuracy, automation, and financial control. Bring a unified, streamlined experience across policy lifecycle management, transaction generation, billing, payments, ledger, transaction journals, and collections.
Create General Ledger Account Assignment Rules: General Ledger Account Assignment Rules determine how transaction journals are posted to the correct general ledger (GL) accounts. These rules define when a journal entry is created, which transaction amount is used, and which debit and credit accounts are assigned based on configurable criteria.
Configure Billing Type Eligibility: Control which billing types are eligible for the Send to Billing action by configuring billing type eligibility in Agency Billing setup.
Considerations for Policy and Underlying Structure: Insurance policies can represent highly complex real-world risk structures involving multiple insured entities, assets, and coverages. Agency Billing is designed to work with this inherent complexity by leveraging the flexibility of the FSC Insurance data model. Understanding how policy structures are modeled and how billing interacts with those structures is essential to ensure accurate and predictable billing outcomes.
Create a Legal Entity: A legal entity defines how your organization is structured. You can create multiple legal entities, which define the billing and tax information for your policies.
Create Billing Treatments and Billing Treatment Items: Billing Treatments define the billing behavior for insurance policies. They determine when charges, such as premium and fee, are invoiced and how invoice amounts are calculated over the duration of a policy.
Manage Billing Documents and Delivery: Turn on the generation and email delivery of invoice documents. Manage the document template and email template that are used to generate and email invoice documents.
Create Dual Transaction Journals: Automatically generate dual transaction journals that represent a credit entry and a debit entry, based on the configuration for the transaction type in the General Ledger Account Assignment Rule record. Integrate these transaction journals with any accounting system of your choice to prepare your financial statements such as balance sheets and profit and loss statements.
Configure Email Delivery: Send emails with invoice information along with invoice PDF documents to your customers.
Create General Ledger Accounts: Set up a chart of accounts for your organization's legal entities by creating general ledger accounts. Use these accounts to categorize your billing transactions by accounting type and report them in your company’s financial statements.
Guided Setup for Billing: Admins can use the Billing Guided Setup for a step-by-step guidance to complete key tasks that are required to set up Billing.
Invoice Configuration: Schedule and manage invoice runs to streamline the invoicing process.
Configure Native Payment Gateways: Configure native payment gateways to enable Salesforce Payments for billing transactions. Salesforce Payments requires an Experience Cloud site to support secure payment processing and guest access to payment APIs.
Configure Payment Batch Runs: At the start time of the payment scheduler, payment batch runs start processing payment schedule items based on the defined criteria.
Payment Configuration: Set up payment processing for your billing transactions. Configure native payment gateways, payment schedule policies, payment schedules, and related payment records. Then, schedule payment batch runs to process payments and apply them to invoices or invoice lines.
Configure Payment Schedule Policies: Payment schedules contain information about a set of payments that a customer wants to pay at different times for a certain record. A payment schedule contains one or more payment schedule items, where each item represents one payment to be processed.
Payment Term: A Payment Term defines the period of time a customer has to pay an invoice. It determines the invoice due date and is calculated based on the configuration of the Payment Term and its related Payment Term Items. Payment Terms help standardize how due dates are calculated across invoices and billing scenarios.
Billing Prerequisites: Set up billing users, assign relevant permission sets, and define billing rules for your products. This step makes sure that authorized personnel manage the billing operations according to clearly defined rules, which boosts both security and accuracy.
Proration Policy: A proration policy defines the rules used to calculate charges for partial billing periods and to handle rounding differences when amounts are distributed across multiple billing periods.
Product Selling Model: Product selling models define how products are sold and billed. This is a Revenue Cloud concept that works in conjunction with Product Catalog Management to determine how products are structured, priced, and invoiced.
Billing Settings: Control how invoices, payments, credits, documents, and accounting records are processed after billing is enabled. These settings determine how billing transactions are generated, delivered, settled, and recorded in downstream financial systems.
Tax Configuration: In Agency Billing, taxes are modeled using Insurance Policy Surcharge records and are applied during billing. The billing system distributes these tax amounts across invoices based on the selected billing model, such as one-time, term-based, or milestone (hybrid) billing, while considering proration and rounding rules.
Set Up Billing: Enable Billing, assign the required permission sets, and set up features for using billing for insurance policies.
Trigger Policy Lifecycle Processes: Use the policy lifecycle actions to manage policy issuance, endorsements, renewals, cancellations, and repurposing, while ensuring accurate transaction and billing record generation.
Understand Endorsement Transactions and Billing: Insurance Policy Transactions and Transaction Details generated by endorsements represent the financial impact of the midterm change and serve as the bridge to billing.
Understand Proration and Refunds: Proration and refund settings control how surcharge amounts are adjusted and reversed across policy lifecycle events.
Install and Run Extended Pricing Plans: Use the Extended Pricing Plans where your cart size is large, for instance, bulk replace, bulk change, or multisite use cases. The default pricing plan prices the whole cart at once. With extended pricing plans, you can price specific line items. Extended pricing plans consist of two distinct plans: one for line item–level pricing and another for parent object–level pricing.
Install the Promotion Sharing Add-On: The system activates the promotion sharing feature automatically after the promotion sharing metadata is successfully deployed in the org.
Install Salesforce Open CTI for Contact Center Console: Install the Salesforce Open CTI to enable service agents to receive calls and use the Identity Verification feature in Energy and Utility Contact Console Center.
Actionable Relationship Center (ARC) in Insurance: Actionable Relationship Center (ARC) lets you view your insurance customers' relationships in an easy-to-navigate graph. ARC helps you understand relationships among people and businesses by presenting them in interactive components.
Activate and Deploy LWC OmniScripts: Make OmniScripts available to Experience Sites, Lightning Pages, custom LWCs, and Lightning tabs by activating and deploying the OmniScript. If an error occurs during deployment the OmniScript will deactivate.
Activate Record Pages for the Unmanaged Package: Many of the pre-configured record pages are installed automatically in the unmanaged package, however, you still need to clone and activate them.
Activate the Lightning Record Pages You Create: To make Lightning record pages available to your users, activate them. You can activate a page when you save it for the first time or later using the Activation button.
Activation and Cloning of the Process Insurance Proof Request Flow: Use the Process Insurance Proof Request Flow Orchestration to show your agents the step-by-step instructions to submit an insurance proof request for a user. You can customize the flow to meet your business needs.
Add a Coverage: You can add a coverage to a product or insured item.
Add a Coverage to a Commercial Quote: You can add a coverage at the product, insured item or party, or the grandchild insured item or party level.
Add a Deep Clone in Batch Button to the Page Layout: If you have large products (dozens or hundreds of attributes, dozens or hundreds of coverages), you can add a Deep Clone in Batch button to your product layout. This button is configured to clone large products by initiating a batch job. This avoids timeout errors.
Add a Product to a Quote: Add a product to a quote to start configuring it. You must add a product to a quote before you can add insured items or parties.
Add All Types of Claim Participants Directly to Claims: Add any claim participant to a claim regardless of the participant’s role or involvement. This includes auto body shops, physicians, and other claim participants that aren’t associated with any of the claim’s involved items. Add these claim participants using the same service you use to create and update claims.
Add an Einstein Summary to a Record Page: Enable your customer service representatives (CSRs) or captive agents to quickly generate a summary of the information stored in Account or Claim records by using Einstein Summary. To use Einstein Summary, add the Einstein Summary component to an Account or Claim record page.
Add Attributes to a Child Spec: Most child specs include at least one attribute. When you add attributes to a child spec, you also configure them with controls and values.
Add Child Specs to a Root Product: After you create a root product spec, you can add child specs to it. Child specs include Coverages, Insured Items, Insured Parties, and Rating Facts.
Add Claim Expense Payments: A claims adjuster can add new expense payment details to an open claim coverage.
Add Claim Loss Payments: Claims adjusters enter payment details when they intend to issue a payment for an item or injury involved in a claim.
Add Conditions to Taxes and Fees: Some taxes and fees may only be applicable to a quote or policy under certain conditions. To make this work, you can add conditions to taxes and fees after you've applied them to root products and child specs.
Add Customized Components to the Site: When you customize Experience components (or create new ones), you need to add them to your experience site so your end users can see them.
Add Data Attributes: You can create data attributes to store information from a client. The Request Insurance Proof service process has predefined data attributes. Create more data attributes to suit your business requirements.
Add Default Coverage Rules: To specify when an optional coverage is selected by default, use default coverage rules. For example, for Roadside Assistance optional coverage in an Auto policy, you can create a rule that makes Roadside Assistance selected by default when Comprehensive coverage is selected.
Add Drivers for Auto Business: First, the OmniScript takes the policy Id of the policy the user wants to add drivers to.
Add Eligibility and Underwriting Rules: Vlocity Insurance uses eligibility rules to filter a root product in or out of quotes at runtime. Underwriting (workflow) rules determine when a runtime quote for a root product can be automatically issued as a policy, when it must be sent to underwriting, and when a policy issue is automatically declined.
Add Insurance Industries Extension Data Mappers and Custom Classes to Your Org: The Insurance Industries Extension package comes with Omnistudio Data Mappers and custom classes that you can use in conjunction with InsPolicyService and InsPolicyRevenueScheduleService services. Add these Data Mappers and custom classes to your org, and change the contents of the Data Mappers to fit your business needs.
Add Insured Items: You can add insured items to a product in a quote to provide additional coverage.
Add Namespace to Images on Header Components: For components that include background images, such as Policyholder site Header components, you need to add your namespace to the FlexCard to make the images show up. Here's how:
Add Optional Coverage Eligibility Rules: When an optional coverage eligibility rule is invoked, the customer or agent sees only the available insurance products that meet this rule (that is, when the rule returns true).
Add Optional Coverage Relationship Rules: Use optional coverage relationship rules for optional coverages that are either dependent on other optional coverages, or mutually exclusive of other optional coverages.
Add Optional Coverage Validation Rules: To validate whether an optional coverage can be selected in a quote or policy, create optional coverage validation rules. These rules can display custom error messages that tell your users how to fix a problem that keeps them from adding an optional coverage. For example, a rule can ensure that a certain optional coverage isn't selected if a different optional coverage is already selected.
Add Plans to a Large Group Quote: To start configuring a large group quote, add a plan to it. You must add a plan to a quote before you can add coverages.
Add Products to a Commercial Quote: Add a product to a commercial quote to start configuring it. You must add a product to a quote before you can add insured items or parties.
Add Required Coverage Rules: You can create rules that describe the situations where some insurance policies require a specific optional coverage. For example, an Auto policy requires Collision Deductible Waiver coverage when Comprehensive coverage is selected.
Add Taxes and Fees to Products: Add existing taxes and fees to root products, insured item specs, insured party specs, and coverage specs.
Add the Rules Log to a Record Page: Salesforce admins can add the Rules Log Lightning web component to quotes, assets (policies), insurance policies, and claims.
Add Vehicles for Auto Business: First, the OmniScript takes the policy Id of the policy the user wants to add vehicles to.
Support for Additional Fields: Use the additional fields option to include custom fields or override Quote fields in both parent and child multiroot policies.
Adjust the Total Price of a Single Root Quote: With the Vlocity Manual Pricing component, users can adjust the total price of a single root quote manually. When they enter price adjustments, the quote automatically refreshes to show the adjustment amount and the updated price in real time.
Assign and Configure a Surcharge for a Product: Associate a surcharge with an insurance product and control when and how it's calculated. Set the sequence number to define calculation order, configure effective dates, and add rules that decide which quote line items the surcharge applies to.
Insurance Coexistence: Use Digital Insurance alongside the Insurance managed package or Insurance CRM in your existing org. Launch new products faster by using Digital Insurance while you manage existing products, quotes, policies, and claims as before without immediately migrating them. Segregate the transactional data, metadata, and automations based on the originating solution even with shared data model objects. Avoid the administrative burden of managing separate orgs for each insurance solution and the related complexity in user management and reporting.
Insurance Coexistence Considerations: Before you set up Insurance Coexistence, make sure that you review some key factors that affect your implementation.
Create the ID Extended Attribute: Whenever you configure an extended attribute from a field on a reference object, create an extended attribute for that object’s ID field on the same product or product classification.
Create List Views for Insurance Coexistence: Create custom list views for Quote, Insurance Policy, and Claim to segregate records based on whether they were created using Digital Insurance, Insurance managed package, or Insurance CRM workflows. Without the custom list views, users see all the records irrespective of the originating solution and could try to perform an invalid action on a record.
Create a Product Catalog for Digital Insurance: Define your product offerings in Product Catalog Management with product catalogs. Catalogs enable efficient organization and management of all the products your business offers.
Create Product Record Types for Insurance Coexistence: Create unique record types for the Product object to use in Digital Insurance workflows. The unique record types ensure Digital Insurance products are excluded from Insurance managed package UI components and workflows that filter by record type. You can also use the record types to customize the record pages for users.
Create Record Types for Insurance Coexistence: Create unique record types for the Quote, Insurance Policy, and Claim objects to use in Digital Insurance workflows. Use the record types to customize record pages and build custom automations for Digital Insurance.
Create a Selling Model for Digital Insurance: All products in the product hierarchy use the One-Time product selling model. If the One-Time product selling model is not available, you can create it.
Create an Insurance Surcharge: Create a surcharge record to define a tax or fee that you can apply to insurance products. Specify the surcharge type, calculation method, refundability, and proration settings.
Create an Underwriting Rule with Business Rules Engine: Define an underwriting rule with conditions that the Business Rules Engine evaluates. Specify up to five conditions per rule, and configure actions for both true and false evaluations.
Create an Underwriting Rule with Constraint Rules Engine: Define an underwriting rule in the root product’s constraint model by using the constraint modeling language (CML). Link the underwriting rule to the CML rule definition by using a rule key.
Create an Underwriting Rule: Create underwriting rules to control quote stage transitions. The quote progresses to the target stage if the root product meets the specified criteria. Define underwriting rules that use Business Rules Engine or Constraint Rules Engine for their evaluation.
Define the Pricing Procedure: Pricing procedures use preconfigured pricing policies to calculate discounts and the final net price for your products. To perform pricing calculations, you must add pricing elements and call the appropriate lookup tables.
Turn On Product Configurator: Enable Product Configurator before providing access to its features and managing user permissions.
Enable Revenue Settings for Insurance: Digital Insurance works with Revenue Cloud to manage products and other tasks. Before you can use Insurance products, pricing, and rules to create quotes and manage policies, you must enable some Revenue Cloud settings.
Example: Automatically add a Required Product: The admin wants to automatically add comprehensive coverage to the quote if the driver belongs to the state of Texas and prevent users from removing it.
Example: Create a User Profile-Based Rule: The admin creates a UserProfileRule to automatically set the Comprehensive Coverage Deductible to $250 when a user with the Broker profile selects Comprehensive Coverage.
Example: Set an Attribute Value: The admin creates a SetAttribute rule to set the Collision Coverage Deductible to $500 when the Collision Coverage BI Person Limit exceeds $10,000.
Exclusions and Clauses: Use exclusions and clauses to add additional terms and conditions to an insurance product to override the product’s behavior based on the conditions specified. Exclusions and clauses can be used to specify exceptions to the coverage under the policy provisions that aren't covered by the contract of insurance.
Configure Product Classification Attributes to Be Extended Attributes: To make an extended attribute available across products in the same classification, update the product classification. For example, you can add the member first name and last name as extended attributes for all the products inheriting the product classification “Driver.”
Create Extended Attributes: Use extended attributes to centralize data and reduce duplication errors by dynamically pulling information from existing records, such as Contact or Account objects. For example, when adding a driver to a policy, extended attributes can automatically populate the driver’s contact information from a linked Contact record.
Copy Data Between Context Nodes in a Pricing Procedure: In a pricing procedure, add the Inter Node Data Copy element to copy numeric or text data from one context node to another. Copy data up and down the hierarchy, and use the copied data in formulas or to look up information from Decision Tables to streamline complex pricing calculations.
Insurance (Standard): Explore setup, features, and extensibility options for Insurance solution.
APIs and Invocable Actions in Insurance Policy Administration: Enhance your insurance policy administration with policy APIs and invocable actions. These APIs integrate seamlessly with Omniscripts to help you efficiently manage policy data. Use the invocable actions in Salesforce flows to manage policies. An Insurance Policy Transaction record is created, categorizing the transaction for the insurance policy. Premium amounts and taxes are prorated based on the effective dates, if applicable. Tax details are stored in the InsurancePolicySurcharge object.
Common Features of Insurance Policy Administration: Learn how policy APIs and invocable actions manage policy transactions such as issuance, endorsement, renewal, and cancellation. Calculate term taxes based on transaction types and policy durations, and support both annual and nonannual policies.
Insurance Policy Administration: Insurance Policy Administration extends throughout the lifecycle of an insurance policy. Any updates made to a policy during its term are managed through policy transactions.
Insurance Policy Lightning Web Component: The Insurance policy Lightning web component (LWC) gives captive agents quick access to important policy information directly on the Insurance Policy record.
Modify the Price Adjustment Matrix: To account for different products, different territories, and other factors, modify your price adjustment matrix. Use this information to set discounts and other price adjustments.
Assign a Pricing Procedure to a Quote: To provide a default pricing procedure at the quote level, or to create discounts or policies that apply across products, assign a pricing procedure to a quote.
Assign a Pricing Procedure to a Product: To provide your customers with the most precise pricing experience, specify the pricing procedure that you want to use at the product level.
Product Configuration Rules for Insurance: Simplify configuration experience and reduce configuration errors with configuration rules. When you configure products in quotes, product configuration rules make sure that all products have valid attributes and are compatible with other products in the offering.
Product Qualification Rules for Insurance: Define customer eligibility for products to ensure that users see only specific products in the product catalog. You can qualify or disqualify products on the basis of criteria such as location, account attributes, or age.
Product Underwriting Rules for Insurance: Decide the criteria for transitioning a quote to a target stage. Define stage definitions and configure stage transitions, and then create underwriting rules to define the transition criteria for those stages. Run automated actions when the underwriting rules succeed or fail.
Insurance Quote Configurator: Internal users can use the Quote Configurator to quickly create and configure quotes.
Insurance Quoting APIs and Invocable Actions: Use quoting APIs to create, update, configure, and delete quotes and quote line items. Use the APIs to create guided flows for your external end users. Use invocable actions in Salesforce Flows and Omniscripts to gather information and create quotes.
Activate a Rule Group: By activating a rule group, you lock it to restrict editing existing rules and adding new ones.
Create Product Specifications in Revenue Cloud: With Product Catalog Management, you can define a specification type for the products that are unique to your industry. A product specification type is associated with a product specification record type.
Set Up Exclusions and Clauses: To set up exclusions and clauses you use Constraint Builder to update the constraint model that defines the insurance product. From that model, you generate content text that you use to create specific clauses that can be automatically or manually added to quotes.
Set Up the Context Service for Digital Insurance: Simplify the sharing and consumption of business application data using Context Service. Acting as a generic module, Context Service forms a layer between applications and procedures, enabling easy retrieval and use of data across various industry clouds at every step of the process.
Set Up Page Layouts and Record Pages for Insurance Coexistence: Customize the page layouts and record pages for Quote, Insurance Policy, and Claim so that users see only the fields, actions, and components that they need for Digital Insurance. Assign the page layouts and record pages to the Digital Insurance record types.
Set Up Digital Insurance Products: Create a product catalog to organize and sell all the insurance products and services that your company offers to customers. Setting up insurance products defines what your company sells and how it’s structured, to help you deliver accurate quotes and a seamless customer experience.
Set Up Product Qualification: To make sure your users browse only qualified products in product catalog, you must create context definitions and decision tables for Product Catalog Management, create qualification rules and qualification rule procedure, and then configure product discovery settings.
Set up Insurance Quoting: Before you can start quoting, there are a few setup tasks that you must complete.
Set Up Salesforce Pricing: Before you use Salesforce Pricing, create your basic pricing data by setting up a default pricing recipe and pricing procedure, and sync pricing data. To gain insights into the pricing calculations performed, enable price waterfall.
Set Up Insurance Surcharges: Surcharges are taxes and fees that apply to insurance quotes and policies. Configure surcharges to calculate tax amounts and operational fees, control calculation order with sequencing, and roll up totals to quote line items and quotes.
Set Up Underwriting Rules: Before creating underwriting rules, set up stage management, configure rule library, and add the Underwriting Rules component to the Product details page.
Set Up Digital Insurance: Define the insurance products that you sell to customers, including their classifications, categories, and attributes. Create customized price adjustment methods and pricing procedures. Define rules that determine how your products behave when they're quoted, sold, and serviced.
Insurance: Connect frontline agents, back-office teams, and customers with flexible components that support policy administration, benefit administration, claims, and billing. Use highly configurable tools to tailor the end-to-end processes that put customers at the center of each interaction.
Transfer Setup Data Between Orgs: Copy setup data from one org to another with the Transfer Setup Data plug-in for Salesforce CLI. The plug-in preserves record hierarchies and relationships, so you can promote configurations from sandbox to production without manually recreating and relinking records.
Evaluation of Underwriting Rules: You can evaluate the underwriting rules at runtime for a quote record by using the Insurance Invoke Underwriting Rules connect API.
Underwriting Rule Groups: Underwriting rules are organized into groups based on object type and transition step. All rules in a group use the same engine type: Business Rules Engine or Constraint Rules Engine.
Update Existing Extended Attribute Definitions: Prior to the Summer '25 release, AttributeNameOverride was used to look for an object in the record picker. If you have extended attribute definitions created prior to that release, check them to be sure the Code field of the attribute definition is set to the object's API name.
Add or Update Filter Conditions in Flows for Insurance Coexistence: Update your existing flows that automate actions in Insurance CRM workflows to exclude Digital Insurance records. In the flows you create for Digital Insurance records, add filter conditions to exclude Insurance CRM records.
Create and Update Sharing Rules for Insurance Coexistence: Create and edit sharing rules for Product, Quote, Insurance Policy, and Claim to add the record type or the value of the Record Source field to the sharing criteria. The updated criteria ensures users have access to only the records they need.
Insurance Quoting: Insurance issues policies from quotes. A quote is the foundation on which you build a policy. Create a quote by selecting the products offered by the provider and using the information supplied by the customer to calculate the estimate. The Insurance quoting solution provides everything you need and handles all the heavy lifting.
Constraint Rules Engine Adoption for Insurance: Adopt Constraint Rules Engine (CRE) for insurance quoting to validate complex product configurations with constraint-based logic. This feature is in beta and supports deeply nested bundles, cross-product dependencies, and multi-instance insurance scenarios. CRE ensures accurate quoting by preventing invalid selections while you transition from Business Rules Engine to a constraint-driven model.
Standard Configurator and Advanced Configurator: Product Configurator provides the Business Rules Engine and the Constraint Rules Engine. To use simple product configuration rules, use Standard Configurator. To use large and complex product configuration rules, use Advanced Configurator.
Use Constraint Builder With Constraint Rules Engine: Use Constraint Builder to create constraint models that manage complex configuration and validation for your products. Constraint models describe real-world entities and define their relationships with one another. Constraint Builder uses constraints in addition to if-then rules to customize complex products quickly and accurately.
Create and Test a Constraint in Constraint Rules Engine: Create a constraint using the Constraint Builder and test it within the Configurator UI. The example defines constraints for default values based on a selected state and product structure.
Constraint Examples for AutoSilver: Review example constraints designed for the AutoSilver product model to support complex auto insurance logic.
Understand Impact on Existing Quotes: Before you enable Constraint Rules Engine, review how it affects quotes created before and after enablement.
Limitations and Known Issues: Understand the current limitations and known issues when using Constraint Rules Engine for insurance product modeling.
Constraint Rules Engine Permissions: Assign permissions so that rule designers can create constraint rules and sales reps can use them during quoting.
Update the Transaction Type to Use Standard Configurator: If you enabled Advanced Configurator but need existing quotes to run with Standard Configurator instead, create a Standard Configurator transaction type and update quotes to use it. Existing quotes then run with Standard Configurator rules, while new quotes use the default TPT you specify.
Specify Which Rule Engine to Use: Use the Transaction Type field in a quote to specify the rule engine to use for validating product configurations and executing configuration rules and constraints. Create Transaction Processing Type records based on your requirements, and then specify the default rule engine on the Revenue Settings page to validate product configurations and execute rules and constraints.
Create an Agent from the Agentforce Insurance Service Assistance Template: Use the Insurance Service Assistance template of type Agentforce Employee Agent to get an agent up and running for your insurance reps. You can customize the template to include subagents and actions specific to your business needs.
Agentforce for Insurance: Save time and support your service reps with powerful AI-enabled features. Build Agentforce into your service strategy.
Insurance Service Assistance: Provide insurance reps with summaries of policyholder portfolios, overviews of individual insurance quotes, and proof of insurance documents by using the Agentforce for Financial Services: Insurance Service Assistance AI agent. The assistance relies on the Salesforce Insurance data model. Portfolio summaries include all associated policies, assets, and coverages. Quote overviews include line items and related relationships.
Agent Permission Sets: Give your agents access to just what they need to complete their jobs with Agent Permission Sets.
Agent Permission Sets: Give your agents access to just what they need to complete their jobs with Agent Permission Sets.
Subagent: Insurance Summarization: The Insurance Summarization subagent answers questions related to the summary of an account, the summary of a policyholder, and the details of a quote. It retrieves and summarizes policyholder portfolios — including associated policies, assets, and coverages — and returns the line items and related relationships for individual insurance quotes.
Subagent: Policy Servicing: The Policy Servicing subagent helps customer service representatives generate a proof of insurance document. It fetches the policyholder's policies, assets, and participants, and generates a proof of insurance document that's attached to the selected policy record.
Insurance Service Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Insurance Service Assistance contains a library of standard subagents designed for insurance service representatives to help policyholders.
Summarize Insurance Policyholders and Get Quotes: Use the Agentforce for Financial Services: Insurance Service Assistance agent to summarize policyholder portfolios and get individual insurance quotes.
Aggregation Steps for autoRateDrivers: autoRateDrivers includes aggregation steps that calculate aggregated premiums per driver for specific coverages:
Alert Your Agents When Claim Records Require Action: Show alerts for claims on the Insurance Agent Console to notify your customer service representative of the record changes that require action. From the alert notification on the Insurance Agent Console, your customer service representative can go directly to the related policy and claim record.
Alert Your Agents When Member Records Require Action: Show alerts for policies and claims on the Insurance Agent Console to notify your customer service representative of changes in the records that require action. For example, show alerts for a customer policy that's due for renewal in less than 30 days.
Apply Policy Limits Directly to Claimed Amounts: Streamline claims processing by automatically applying currency limits to claimed amounts. Don’t wait until the payment processing stage to find out a claimed amount exceeds the limit. Configure your system to adjust the claimed amount upfront instead. Adjusting claimed amounts directly leads to smoother payment processing and a faster resolution of claims.
Apply Rules to Deeper Levels of the Product Hierarchy: We've improved the way insurance rules are evaluated for more complex insurance products. OmniScript Lightning web components support optional coverage and attribute rules evaluation for coverages in the lowest-level structures of the product hierarchy. Rules are applied consistently to coverages in the lowest-level structures and across multiple insured items in the same level of the product hierarchy. These changes make rules run more efficiently in Lightning web components.
Asset to Insurance Policy Object Model Mapping: Learn how fields in the Asset object model correspond to fields in the Insurance Policy object model. Use these field mappings when you create scripts that move insurance policy data from one model to the other.
Assign a Permission Set to Portal Users: Create and assign a permission set for portal users to grant the license and permissions they need to access the Insurance Policyholder Portal.
Assign Commission Schedules to Producers: Commission schedule assignments give you control over who gets commissions, how much, and for what. By viewing commission schedule assignments, producers gain insight into how much they're earning as they issue quotes and close deals.
Assign Commission Schedules to Products: Commission schedule assignments give you control over who gets commissions, how much, and for what. By viewing commission schedule assignments, producers gain insight into how much they're earning as they issue quotes and close deals.
Assign Permissions Sets to Portal Users: Create and assign permission sets to your portal users to grant the license and permissions that they require to access the Insurance Client Portal and the prebuilt insurance service processes.
Associate a Product Class to an Existing Root Product Spec: When you associate a product class to an existing root product spec, the root product spec inherits all the coverages, insured items, insured parties, attributes, and rules from the parent class you select. These items add to whatever items are already present in the root product spec. They do not replace similar or identical items.
Add Group Classes and Associate them with Large Group Plans: Group classes describe a group of plan subscribers who all receive similar or the same benefits. You can add them to plans on large group quotes. Users can associate plans in a quote with a Group Class from within the large group quoting UI.
Attribute Filtering: When you create an attribute, you select whether or not it is filterable. This choice impacts how the attribute can be found and used by other parts of Vlocity.
Attribute Grouping: Group Types are used for attributes that become part of group insurance products.
Attribute Rules: Show users and customers exactly the right product attributes and attribute values for the insurance products that you quote, sell, and service.
Attribute Sequencing: You add Display Sequence numbers to both attribute categories and attributes. Vlocity uses these sequence numbers to order the display attribute categories and attributes. Vlocity displays the first attribute category starting with the lowest display sequence number, then all the attributes in the first attribute category. Then it displays the second attribute category in the sequence, with all its attributes.
Attribute Updates in Batch Mode: Prevent APEX CPU timeout errors from occurring when you update or delete attributes on a coverage spec that's shared across several products. Add PushAttributeInBatchMode to the Insurance Configuration Setup custom setting and define it as true.
Attributes for Auto Claims Products: All the attributes used in the Auto claim product and the claim item spec, claim injury spec, and coverage specs are defined in the Vlocity Attribute Designer. Attributes are arranged into Attribute Categories.
Attributes for Auto Products: All the attributes used in the Auto insurance product and the insured item spec, insured party spec, and coverage specs are defined in the Vlocity Attribute Designer. Attributes are arranged into Attribute Categories.
Attributes for Commercial Auto Products: All the attributes used in the CommercialAuto insurance product and the insured item spec, insured party spec, and coverage specs are defined in the Vlocity Attribute Designer. Attributes are arranged into Attribute Categories.
Attributes in Context: Insurance products and health plans you sell are made up of collections of attributes. Coverage specs, insured item specs, insured party specs, and rating fact specs are all comprised of lists of attributes. Attributes also attach to root product specs. Vlocity uses the values of attributes that users input to rate out insurance products and health plans.
Authorize Claim Payments: Claim approvers, claim handlers, and claim adjusters are all assigned a maximum limit that they can authorize a claim payment for. If the claim amount is over the authorized limit for a particular role, an approval process is triggered for the claim and it goes to a Claim Manager.
Authorize Payment for Auto Claims: Claim approvers, claim handlers, and claim adjusters are all assigned a maximum limit that they can authorize a claim payment for. If the claim amount is over the authorized limit for a particular role, the claim needs to be approved by a claim manager before it can be paid. A guided OmniScript flow simplifies this approval process.
Authorize Payment for Auto Claims with OS License: Claim approvers, claim handlers, and claim adjusters are all assigned a maximum limit that they can authorize a claim payment for. If the claim amount is over the authorized limit for a particular role, the claim needs to be approved by a claim manager before it can be paid. A guided OmniScript flow simplifies this approval process.
Authorize Payment for Property Claims: Claim approvers, claim handlers, and claim adjusters are all assigned a maximum limit that they can authorize a claim payment for. If the claim amount is over the authorized limit for a particular role, the claim needs to be approved by a claim manager before it can be paid.
Auto Attribute Catalog: In this catalog, all attributes used for the Auto line of business are listed by Attribute Category. Each Attribute Category has its own table, which includes attribute codes and the product specs the attributes are used by.
Auto Attribute Catalog: In this catalog, all attributes used for the Auto line of business are listed by Attribute Category. Each Attribute Category has its own table, which includes attribute codes and the product specs the attributes are used by.
Auto Claims First Notice of Loss: Car accidents happen. When they do, policyholders need to submit First Notice of Loss (FNOL) information to their insurers to start the claims process rolling. This application includes an auto FNOL OmniScript that does just this.
Auto Claims First Notice of Loss: Car accidents happen. When they do, policyholders need to submit First Notice of Loss (FNOL) information to their insurers to start the claims process rolling. This application includes an auto FNOL OmniScript that does just this.
Auto Claims Initiate Recovery: Claims adjusters have the responsibility of deciding how much money can be given for each claim. With the Claim Adjuster App, users can now quickly create a recovery record from the claim record.
Auto Claims Initiate Recovery: Claims adjusters have the responsibility of deciding how much money can be given for each claim. With the Claim Adjuster App, users can now quickly create a recovery record from the claim record.
Auto Claims Overview: The Auto Application includes a suite of claims functionality that lets an insurer take in First Notice of Loss (FNOL) data, create and update claim records, and adjudicate claims.
Auto Claims Overview: The Auto Application includes a suite of claims functionality that lets an insurer take in First Notice of Loss (FNOL) data, create and update claim records, and adjudicate claims.
Auto Claims Product Model: The auto claim business processes uses the Auto Claim product model when creating, updating, and adjudicating claims.
Auto Claims Product Model: The auto claim business processes uses the Auto Claim product model when creating, updating, and adjudicating claims.
Auto Pay: Policyholders, agents, and admin users can set up automatic payments from the Lex Console.
Auto Pay: Policyholders, agents, and admin users can set up automatic payments from the Lex Console.
Auto Product Model: The product model underpins all the business processes used in the Auto line of business. This line of business offers two products namely Multi Auto and Commercial Auto.
Auto Product Model: The product model underpins all the business processes used in the Auto line of business. This line of business offers two products namely Multi Auto and Commercial Auto.
Auto Quote OmniScript: Look under the hood of the Auto quote process with details of the quote OmniScript.
Auto Quote OmniScript: Look under the hood of the Auto quote process with details of the quote OmniScript.
Auto Quote UI: Follow a user-friendly workflow and create a quote from the Lex console, which is built with Lightning Web Components.
Auto Quote UI: Follow a user-friendly workflow and create a quote from the Lex console, which is built with Lightning Web Components.
Auto Rating: When we quote and endorse Auto products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages, vehicles, and total premium. The service does the following to price the product:
Auto Rating: When we quote and endorse Auto products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages, vehicles, and total premium.
Build Business Processes for Financial Transaction Authorizations: Set limits on how much users can authorize for claim payments and build a workflow that routes payment authorization requests to supervisors. Users authorized to approve larger amounts receive notifications of pending requests, link directly to claim details, and approve or reject requests to complete financial transactions.
Automate the Cleanup of Asynchronous Rating Data: Save time and effort by using custom settings and a scheduled batch job to remove unnecessary large group quoting and enrollment rating data. Choose whether or not to purge data and set the purge frequency as per your business needs. Keep your org running smoothly and reduce manual maintenance with rating data cleanup automation.
Automatic Upgrades: Starting in Spring '23, we're moving our Insurance managed package to the Salesforce automatic upgrade process. This process aligns with the Salesforce seasonal release cycle, where new features are delivered three times a year (Summer, Winter, and Spring). With automatic upgrades, you also get early access to upcoming releases in your sandbox preview environment.
Automatic Upgrades for Managed Packages: Starting in Spring '24, we've added the Insurance managed packages to the automatic upgrade process. This process aligns with the Salesforce seasonal release cycle, where new features are delivered three times a year (Summer, Winter, and Spring). With automatic upgrades, you also get early access to upcoming releases in your sandbox preview environment.
autoRateCommercialVehicles Lookup Tables: The autoRateCommercialVehicles expression set uses lookup tables to identify ratings for your auto insurance products. You can modify these lookup tables to reflect your ratings.
autoRateDrivers: This calculation procedure rates all drivers to be insured on a per-vehicle basis. That is, it rates each driver attached to each vehicle.
autoRateDrivers Expression Set: This expression set rates all drivers to be insured on a per-vehicle basis. That is, it rates each driver attached to each vehicle.
autoRateVehiclesLookup Tables: The autoRateVehiclesLookup expression set uses lookup tables to identify ratings for your auto insurance products. You can modify these lookup tables to reflect your ratings.
Batch Load Attribute Rules: You can write scripts to batch load attribute rules directly into the database.
Broker Digital Experience Site: Your brokers and agents need access to quotes, policies, and accounts they work with to sell insurance products and manage existing policies. Use the Digital Experience template and components to get you started in building a custom Digital Experience site that meets those needs.
Broker Digital Experience Site: Your network of agents and brokers who sell your insurance products need access to specific features and functions to service their accounts. The Broker Experience site on the Experience Cloud can give them that access.
Broker Digital Experience Site Component Catalog: The Broker site contains a bunch of components to get you started with providing your brokers with functionality they can use to create quotes, issue policies, and manage policies.
Insurance Brokerage: Streamline operations and deliver personalized experiences through a unified platform for all Insurance Brokerage lines of business.
Add Insurance Benefits Eligibility Definitions: To provide more granular benefit options to your users without using group classes, select the Insurance Benefits Eligibility definitions on an Insurance Policy or Insurance Policy Coverage record.
Insurance Benefits Eligibility Definitions: Create Insurance Benefits Eligibility definitions at the account level to use them on Insurance Policy or Insurance Policy Coverage records with or without group classes. To define eligibility of employee groups for a coverage or policy, use eligibility definitions and group classes on that specific coverage or policy.
Add a Group Class to an Account: Group classes define a group of employees. To associate a group class with a specific record, add the group class to the account related list.
Define Group Class Eligibility: To provide more granular benefit options to your users when they use group classes, map the Insurance Benefits Eligibility definitions on an Insurance Policy or Insurance Policy Coverage record to the relevant group classes.
Manage Insurance Benefits Eligibility Definitions: To use Insurance Benefits Eligibility definitions, add them to accounts and then relate them to insurance policies or insurance policy coverages.
Create a Commission Statement and Related Line Items: Create a commission statement that summarizes the total commission earned by a producer or salesperson over a specific period, such as a month or a quarter. The statement provides a detailed breakdown of the commission amounts and the sources from which they are derived. Ensure transparency and accountability, by helping producers understand how their commission is calculated and from which sales or policies it’s generated.
Commission Statement Management: Calculate the producer commission amounts based on the commission amount and active split arrangement definition, and then create the producer commission records. The commission statement processing feature intakes the carrier commission statement through a CSV file upload or client-configured process.
Process a Commission Statement: To process a commission statement, click the Process button on the respective commission statement record page or call the commission processing API.
How the Process Commission Flow Works: The Process Commission flow processes producer commissions by identifying the insurance policy, computing and creating producer commission records, and updating the status of the associated commission statement line item.
Reprocess Commission Statement Line Items: Reprocess the commission statement line items that fail processing. To reprocess the line items, fix the issues and click Process.
Insurance Contribution Plan: The insurance contribution plan for an insurance policy defines the contribution amount by an employee and employer for the insurance coverage. Contribution amounts differ depending on the tier that the plan belongs to. The contribution line items represent information about each contribution that an employee makes towards their insurance.
Manage Contribution Plans: Create an insurance contribution plan on the policy record and edit contribution plan line items as needed.
Brokerage Entity Relationship Diagram: Entities and relationships for policies, coverages, benefits, eligibility, rates, contributions, producer splits and commissions that are structured to streamline operations and deliver personalized experiences for Insurance Brokerage lines of business.
Plan Benefits Information: Configure plan benefit information such as medical, vision, life, and disability. Track corresponding plan benefit information on insurance policies such as limits, deductibles, copays, and coinsurance for accurate tracking of client plan information.
Add Plan Benefits: Add benefits to an insurance policy coverage record.
Delete Plan Benefits: Delete a single benefit record or multiple benefit records.
Update Plan Benefits: Update a single benefit record or multiple benefit records.
Manage Policy Lifecycle Processes: Use the policy lifecycle actions to renew, endorse, repurpose, or cancel a policy with minimal data entry.
Policy Lifecycle Processes: Insurance Brokers manually maintain their own data to mirror what's in the carrier system due to lack of integration between the carrier and the broker systems. This manual process can be cumbersome, especially when there's very little difference between an existing Insurance Policy in their system and the new one they are trying to create. The policy lifecycle processes help representatives manage policies efficiently with minimal data entry by providing actions to renew, endorse, repurpose, and cancel policy.
Insurance Policy Lightning Web Component for Brokerage: The Insurance Policy Lightning web component (LWC) gives insurance brokerage users quick access to important policy information directly on the Insurance Policy record.
Policy Reinstatement: Reinstatement restores a previously canceled insurance policy and resumes the policy, including all associated components, from a specified date within the original policy term. Reinstatements are handled by creating a new policy version, allowing the system to preserve the policy state before cancellation and after reinstatement.
Producer Split Arrangement and Line Items: Create a producer split arrangement record and line items to define the percentage of split allocated to each producer, and then associate it with an account or insurance policy. This applies to explicit producer split arrangement definitions, producer role split arrangement definitions, and subsequent producer split arrangements.
Producer Split Assignment: Assign producer split arrangements at the account level and inherit them to the child policies for easy maintenance. Producer split assignment is applicable to only explicit producer split arrangement definitions and producer role split definitions.
Producer Role Assignments: Assign or reassign the producer role at account level and then inherit it to the policy for easy maintenance. Update the producer role for multiple accounts or policies in one go. The producer role assignment is applicable only when you use producer role split arrangement definitions.
Producer Split Management: Producer splits refer to the distribution of commission or earnings among multiple producers or salespeople involved in a single sale or policy. Store and maintain producer splits to use them in commission processing.
Assign Producer Role to a Policy: Assign a role to producers at policy level either from an account record or outside of an account.
Reassign Producer Roles: Reassign producer roles to accounts or policies when the original producer is no longer associated with the account.
Search and Filtering Capability: You can filter the split arrangements by type, line of business, or line of coverage from policy, account, or all available split arrangements.
Update Producer Split Arrangements: Update producer split arrangements for an account or policy. You can also update the arrangement for multiple accounts or policies in one go.
Assign the Attribute to the Product Classification: After creating a product classification and attribute, assign the attribute to the product classification. For example, assign the Deductibles attribute to the Annual Deductibles product classification.
Create an Attribute Definition with Currency and Percent Data Type: Create an attribute to describe the product properties. Create all attribute definitions that have the data type as currency or percent. For example, Deductible, Copay, and OOP Max have currency as data type and Coinsurance has percent as data type.
Create Attribute Definition with Picklist Data Type: Create a Deductible Waiver attribute definition that’s a picklist with Deductible Waived and Deductible not waived picklist values. Create all attribute definitions with picklist data type. For example, Emergency Room Copay Waived and Retail Copay Multiplier.
Create and Add Benefit Product to the Product Component Group: Create the benefit products for each product classification and then add them to the product component group. For example, create Annual Deductible/ Individual and Annual Deductible/ Family benefit products under Annual Deductible product classification and then add them to the General Plan Information Product Component Group.
Create Product Structure for Benefits: Create a coverage product structure by defining product components, coverage specifications, and child components. The structure represents the relationships between components and child components. Use this procedure to create all coverage specifications.
Product Modeling: Policies, coverages, and benefits are modeled as products by using specific record types, such as root product, coverage specification, and benefit specification. During product modeling, you create a hierarchical model where coverages are nested under policies and benefits are nested under coverages. During modeling, all of these entities are modeled as products.
Product Model for Plan Benefits: In Product Catalog Manager, build a product model to manage data entry for plan benefits across health-related coverages
Create a Product Classification: Create a product classification across benefit specifications. This way, you can create a single product classification that includes all the attributes you need, and then use that product classification to create multiple benefit specifications.
Create a Root Product: Create a root product to organize multiple coverage and benefits products into a hierarchical structure. You can add child products beneath a bundled product. This helps you model your products in a way that is aligned with your business needs.
Plan Benefits Sample Information: Use the plan benefits information to model the medical, dental, and vision coverage products under the Employee Benefits root product.
Prerequisites: Here are a few things to consider before building a product model.
Insurance Rate Plan: Rate plans represent the cost of the insurance policy for the client and are typically described in terms of premium or fees. However, in some scenarios, they are described in terms of fully insured equivalent premium.
Configure Commission Statement Line Item Type: Calculate producer commissions by mapping the commission statement line item commission type to the producer split arrangement line item split arrangement type.
Map Commission Statement Status: Map the system status of the commission statement to the customer-facing status of the commission statement.
Configure Preferences for Rate Plan Type: Select the fields to show for rate plan line items and the tiers to show for a rate plan type, and the rate plan commission type.
Understand Reinstatement Transactions and Billing: Insurance Policy Transactions and Transaction Details generated by reinstatement represent the financial impact of restoring the policy and its associated components and serve as the bridge to billing.
Build Complex Commercial Quotes: New and enhanced Lightning web components help users configure, reprice, and navigate complex commercial quotes with multi-level insured item relationships and coverages.
Insurance Policyholder Portal: With Experience Cloud, you can personalize the digital experience for your policyholders. Make it easy for policyholders to access their policies and take quick actions, as needed.
Bulk Enroll Members: You can bulk enroll up to 10,000 census members into their selected plans and policies.
Bulk Enrollment for Insurance Application Suite: New products that offer additional plans to employees, a brand new user interface for the policyholder enrollment business process, and a new bulk enrollment process that lets employers enroll up to 500 members at once.
Business Owners Attribute Catalog: We've listed all the attributes used in the Business Owners application here by the category they fall under.
Business Owners Policy Overview: The Business Owners line of business gives you a fully functional example of Economy Business, and Superior Business product models, rating procedures, and business processes for quoting and issuing policies.
Business Owners Product Model: To understand how the Business Owners' application works, you need to figure out how it's built. Read on to understand the Business Owners' product model.
Business Owners Quote Business Process: We've created a quote business process for Business Owners for you to examine, use as examples, and extend to create your own business processes for business insurance in Vlocity.
Business Owners Quote OmniScript Flow: The quoting flow for Business Owners' insurance is run by the BOP Quote OmniScript. Depending on the user, this OmniScript from be launched from different applications.
Business Owners Quote UI Flow: You can create and modify quotes directly on the Quote UI (also called the Lex Console), which is built with Lightning Web Components.
Business Owners Rating: When we quote and endorse the Business Owners Policy products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages. The services do the following:
Calculation Procedures: The Marine rating procedure calls the following calculation procedures:
Calculation Steps in a Rating Integration Procedure: An Integration Procedure that rates an insurance or health product includes at least one Expression Set Action, or it includes a Remote Action that calls the third-party rating engine you use to rate products.
Cancel Policy Business Process: The policy cancelation business process lets brokers and policyholders cancel an in-force policy. The policyholder receives a refund for the unutilized premium on the policy, which is calculated based on the policy effective date and the effective date of the cancelation transaction.
Cancel Policy Business Process: The policy cancelation business process lets brokers and policyholders cancel an in-force policy. The policyholder receives a refund for the unutilized premium on the policy, which is calculated based on the policy effective date and the effective date of the cancelation transaction.
Cancel Policy Business Process: The policy cancellation business process lets brokers and policyholders cancel an in-force policy. The policyholder receives a refund for the unutilized premium on the policy, which is calculated based on the policy effective date and the effective date of the cancellation transaction.
Cancel Policy from Policies UI: To cancel any policy from the Policies UI, first go to the Policies list page and click the policy you want to cancel.
Cancel Policy OmniScript: You can launch this OmniScript from the following applications, where it can be accessed by the types of users described:
Case Record Page Management: To show your agents the data attributes that are associated with a service process request for a case, add the case details lightning component to the case record page.
Change the API Keys for Google Map: You'll probably need to change the API key for the Google Map object on this component. You do this in the Integration Procedure.
Change the API Keys for Google Map: You'll probably need to change the API key for the Google Map and weather objects on this component. You do this in the Integration Procedure.
Child Specs for Root Products: Child specs are key building blocks for your product models. They're components of the root product specs that Insurance rates, quotes, sells, and administers for your customers.
Child Specs in Context: Use child specs to create insurance products, health plans, and claim products. Insurance products and health plans can contain one or more child specs. Make sure that part of your planning includes deciding what types of child specs go into your root product specs.
Choose an Upgrade Path for Insurance: Insurance releases are cumulative. That is, the Winter ’25 major release contains everything from the Summer ’24 major release and all of the contents of the Summer ’24 minor releases. Plus, it has all of the new features and enhancements for Winter ’25.
Activate a Rule Group: By activating a rule group, you lock it to restrict editing existing rules and adding new ones.
Assign Attributes to a Product Classification: After you create a Product Classification, assign attributes to it. You can assign individual attributes to a product classification or a collection of attributes through attribute categories.
Add a Claim Item: Add a new claim item to an existing participant in a two-step process by providing key details and configuring attributes for the item.
Add a Claim Participant: Add a new participant to a claim by associating them with an account or contact, assigning a role, and linking them to a specific insurance policy.
Add Components to a Configurable Product Bundle: You can add multiple groups, multiple product components, or one product classification component under a product group in configurable bundles.
Add Claim Loss Item Payments: Claims adjusters enter payment details when they intend to issue a payment for an item or injury involved in a claim.
Assign Products to Catalog Categories: Organize products by assigning them to catalog categories and subcategories. You must create your product records first before assigning products to catalogs or categories.
APIs for Insurance Claims Management: Enhance your insurance claims management with APIs. These APIs integrate seamlessly with Omniscripts to help you efficiently manage claim data.
Pay Claim Coverage Payment Details in Bulk: Pay multiple claim coverage payment details (CCPDs) at once from the Claim Financials tab instead of paying each record individually. Records are processed in the background, and you receive a notification when processing finishes.
Create Catalog Categories and Subcategories: Organize and group products in your catalog by creating catalog categories and catalog subcategories. Assign products to more than one catalog category and subcategory.
Open Coverages on a Claim: Coverages are the financial building blocks of a claim. Claim coverages are opened systematically through product rules that run at the end of the FNOL flow . Claim coverages can also be opened by claim adjusters on existing claims. The Verify Policy Coverage API validates coverage applicability and loss date to ensure compliance and accurate financial management of the claim. After a claim coverage is opened, claims adjusters can actively track losses, payments, and expenses associated with that specific coverage. This enables them to manage the financial aspects of the claim efficiently and ensure accurate record keeping.
Configure Rule Library: Rule creation requires a rule library. This library stores and runs the rules in the engine.
Configure Hierarchical Limit Processing: Configure hierarchical limit processing for a root product so that a claim payment on a child coverage complies with and consumes parent and higher-level limits in the coverage hierarchy. To turn on hierarchical limit processing, create a record for the root product in the InsPlcyLimitConsumptionRule Tooling API object.
Configure Manageable Actions: Configure the actions that an adjuster can take based on the payment status of a claim coverage payment detail record. For example, enable the Edit, Pay, Delete, and Pay Ex Gratia actions when the payment status is Draft. Some statuses have preconfigured default actions. For example, the Paid status has a default Cancel Payment action.
Contextual Data in Custom Calculations: When you configure a field set for a coverage product, fields from the field set become available in your custom expression set or Integration Procedure. Use the fields for context-aware adjustment calculations and limit processing.
Hierarchical Limit Processing for Child Policy Coverages: Policy coverages use parent-child relationships to cap the overall exposure for a group of child coverages that have their own terms or limits. With hierarchical limit processing, limit consumption for a claim payment on a child coverage causes an identical deduction from the parent and higher-level coverage limits. The hierarchical consumption keeps the aggregate caps accurate at every level without manual tracking.
Create Field Sets: Salesforce has a drag-and-drop WYSIWYG tool for creating field sets.
Create Product Mapped Scopes: Map the Product Attribute Scope to their respective root product attributes before creating a quote and issuing an insurance policy.
Create Product Attributes: Create attributes to capture the characteristics or properties of products. You can define details such as attribute name, label, data type while creating an attribute.
Create Bundled Products: Bundled products are a group of products that are sold together as one unit.
Create a Claims Product Catalog: Define your product offerings in Product Catalog Management with product catalogs. Catalogs enable efficient organization and management of all the products your business sells. You must create at least one product catalog.
Configure Static to Dynamic Status Mapping: Map predefined static values for the status of a claim coverage payment detail record to dynamic values based on your organization’s needs. Make sure that you map at least one dynamic value for each static value.
Create a Claim Workflow Rule: Define conditions for claim transitions and configure actions for both true and false evaluations. The claim progresses to the target stage if the defined rule criteria is satisfied.
Create Rule Evaluation Actions: Define actions for rule evaluation outcomes by using auto-launched flows to automate tasks such as sending emails when a rule evaluates to true or false.
Extend the Prebuilt Expression Set to Perform Custom Calculations: The Calculate Adjustments Prebuilt Expression Set is a customizable algorithm designed to determine how benefit categories such as Deductible, Copay, and Out-of-Pocket Maximum (OOPM) transform a claimed amount into an adjusted amount, while also generating auditable postings such as Insurance Policy Limit Tracking (IPLT) and Claim Coverage Payment Adjustment (CCPA) records. You can copy and change the prebuilt expression set, or create an expression set for specific areas, regions, or networks. You can do this without changing the main APIs.
Build Your Expression Set or Version From an Executable Template: An executable template is active, so you can use it as-is in flows or as subexpressions. But you can’t make changes or additions to an executable template. To reuse a template’s components and then build on top of them, or to modify the components, save the template as an expression set or a version of an expression set.
Extend the Prebuilt Expression Set to Perform Custom Processing of Limits: The Processing Limits Expression Set offers powerful extensibility to handle complex payment scenarios while maintaining compliance with carrier-approved policies. By leveraging this flexibility, the system accommodates scenarios where carriers enable payments beyond the sold policy limit under specific tolerances. This extension enables precise control over payment thresholds, ensuring that payments are processed smoothly up to the effective allowance limit while enforcing strict caps beyond it. In addition, it provides robust tracking and tagging mechanisms to monitor consumption beyond the sold limit, supporting transparency, auditability, and regulatory compliance.
Custom Integration Procedures for Adjustment Calculations: The standard expression set is designed to handle obligations within the Insurance Policy Limit context. There are instances where you need more specialized calculations. When you need to calculate Deductibles, Copays, Coinsurance, or Out-of-Pocket Maximum (OOPM) with custom logic, you can extend the calculation flow by using a custom Integration Procedure (IP).
Custom Integration Procedures for Processing Limits: The standard expression set is designed to manage responsibilities within the context of the Insurance Policy Limit. However, there are situations where more specialized calculations are required. In such cases, when you need to process limits by using custom logic, you can enhance the calculation flow by implementing a custom Integration Procedure (IP). This enables a more tailored and precise handling of policy limits.
Custom Setup for Calculating Adjustments and Processing Limits: You can extend or override the default adjustment and limit processing logic based on your product configuration, locale-specific compliance needs, or customer-specific rules, while maintaining consistency within the core claim adjudication workflow.
Context Definitions for Insurance Claims: Improve the efficiency of sharing and using business application data with Context Service. This service helps your business users boost application performance by optimizing data access and eliminating redundant inputs. When an application requests data, Context Service gathers all required information from the database and loads it. It then delivers the necessary data to the appropriate processes to meet the application's needs.
Delete a Claim Item: Delete the items that are duplicates or irrelevant to a claim participant.
Delete a Claim Participant: Delete the claim participants that are duplicates or irrelevant to the claim.
Claim Financials Setup and Runtime Experience: Use the configuration-driven framework for Claim Coverage Payment Detail (CCPD) forms to tailor the payment details data capture process as per your business needs. Define both the user interface layout and the underlying calculation logic without requiring custom code. The result is a dynamic system that ensures data is captured accurately and efficiently, adapting automatically to the context of the claim.
Edit a Claim Item: Modify the details and attributes of an existing claim item under a claim participant.
Edit a Claim Participant: Modify the details of the claim participants such as the associated contact, account, and insurance policy participant, and the selected roles.
Edit Static to Dynamic Status Mapping: You can add a new dynamic value to an already mapped static value or change the default dynamic status value.
Claim Financials Dashboard: Claim adjusters rely on real-time metrics, such as available limits and outstanding claim balances, to improve their decision-making process. When a specific Coverage is selected in the Claim Financials tab, a side panel appears with the overall loss summary and the current standings. This visualization enables adjusters to quickly assess and respond to claims with greater accuracy and efficiency. It streamlines the claims process, reduces errors, and ultimately helps adjusters make informed decisions swiftly.
Claim Financials Setup: Claims admins manage the entire setup process to operationalize the claims financials system.
Claim Financials Component Overview: The Claim Financials lighting web component (LWC) is the central workspace where claim adjusters manage all financial aspects of a claim. This process starts after the First Notice of Loss (FNOL), after the system has created the foundational claim records, such as coverages, participants, and involved items. This component provides the capabilities needed to evaluate and then settle the claim.
First Notice of Loss: When policyholders, brokers, or insurance reps first report a loss to an insurance carrier, they use the First Notice of Loss (FNOL) flow. Insurance carriers set up this FNOL flow by using Omniscripts. Omniscripts provide the interface that policyholders, insurance carrier brokers, or insurance reps use to file a claim. This FNOL flow starts the claims processing and supports the submission of documents to support the claim. On the backend, the flow uses the verifyPolicyCoverage API to confirm if the policyholder has an active coverage on the date of the loss. Then, it uses the createClaim API to create the initial claim record and the updateClaim API to update the claim details with additional information.
Manage Claim Financials: Provide a consolidated view of all financial items in the Claim Financial component.
Manage Claim Items: Claim adjusters can manage claim items by adding, editing, and deleting them under a specific participant. To add a claim item, provide the basic details, and then configure its attributes. The system can automatically fill in the attributes for a claim item by referencing a related object, such as an insured asset.
Manage Claim Participants: Use the Participants tab on the Claim record details page to manage claim participants. You can add, edit, or delete participants as needed. As a claim adjuster, you can link a participant to a specific account or contact and link the participant to the relevant insurance policy. When adding a participant, you can assign one or more roles and indicate if the participant was injured. While the Claim Instance Identifier is auto-generated, you have the option to override its value when adding a claim participant.
Manage Claim Participants and Claim Items: The Claim Participant Lightning web component (LWC) offers a detailed, hierarchical view of claim participants and their associated items. Add, edit, view, or delete Claim Participants and Claim Items of type Damage or Injury. Configure dynamic and extended attributes for each Claim Item. View the complete attribute details for each Claim Item in the side panel to gain a thorough understanding of the specifics of each claim.
Organize Participants List View on the Claim Record Page: Use sort, search, filter, and freeze capabilities to look at the claim participant records and analyse the details that are most relevant to you. However, these capabilities don’t apply to the claim items associated with the claim participant records.
Claim Participant Spec: This spec is used by claims to describe people involved in the claim who are participants in the claim, but not claimants who suffered a loss.
Customize Data Entry and Calculations for Claim Coverage Payments: Configure the fields that a claim adjuster fills to add a loss or expense item for a claim coverage. Use the fields in your custom Expression Sets or Integration Procedures to calculate the adjusted claim amount and process limits with contextual data.
Considerations and Limitations for Product Attribute Scope Mapping: Review the following considerations and limitations before you set up the Product Attribute Scopes for your org and map them with their respective overridden attributes (Product Attribute Definitions).
Product Attribute Scope Mapping: As a claim admin, you can configure a product with product attribute scopes. These scopes are used to enforce policy limits, such as deductibles, copays, limits, coinsurance, and out-of-pocket max on attributes associated with coverage and root products. These attributes have specific definitions that make sure that the claims management system enforces their policy limit requirements. To use a coverage or root attribute in claims with specific tracking to enforce a policy limit, create it as a record in the Product Attribute Scope entity and add it to either or both the root coverage and policy coverage overrridden attributes. Use the Product Attribute Scope to track the consumption of policy limits, such as deductibles, copays, coinsurance, and out-of-pocket maximums, through a claim for a policy.
Create Claim Product Classifications: A product classification is a template that you use to create products with similar characteristics. Product classifications are the primary tool for assigning attributes to products.
Insurance Claim Products: Set up Insurance Claim products to manage different types of insurance claims, including those related to property damage or personal injury. This framework ensures efficient management of specific cases, such as auto and medical insurance claims. The framework benefits administrators by standardizing processes while accommodating diverse needs.
Create Claim Product Specifications: With Product Catalog Management, you can define a specification type for the products that are unique to your industry. A product specification type is associated with a product specification record type.
Create Record Types: Create Claim, Claim Damage, and Claim Injury record types on the Product2 object.
Claim Record Page: Your policyholders have a claim record page for each of their claims.
Set Up Claim Workflow Rules: Before creating claim workflow rules, set up stage management, configure rule library, and add the Claim Workflow Rules component to the Product details page.
Set Up Insurance Claim Products: Define the insurance claim products that you sell to customers, including their classifications, categories, and attributes. Define rules that determine how your insurance claims are processed.
Set Up Stage Management: Define how a claim progresses through the different stages in your claim process. Create a stage definition for the Claim object and configure stage transitions for each stage.
Simulate and Activate Your Expression Set Version: After you modify the expressions and activate it for runtime usages, run simulations with default and custom test input variables. If the expression set doesn't work as expected, edit the elements and resimulate. When you're satisfied, activate the expression set version. The expression set version is linked to a context definition. Perform the simulation by using the context mappings available in the context definition.
Configurable Status to Action Mapping for Claim Payments: Claim admins manage business-specific claim workflows by mapping org specific dynamic Claim Coverage Payment Detail (CCPD) statuses to non-configurable CCPD static enums and configuring allowed actions accordingly.
Create Product Mapped Scopes and Assign Sublimits with Benefit Types: Some product attributes have sublimits that are defined as subcoverages. Configure a mapped scope for these subcoverages by defining them as subcoverages and them mapping them to the parent mapped scope.
Understand Claim Workflow Rules Runtime: The runtime phase is initiated automatically to evaluate a specific claim against the rules configured during design time.
Claim Credit Usage Considerations: Use of Insurance Claims Management impacts the consumption of credits used for billing in these usage types.
View Participants Details on the Claim Record Page: As a claims adjuster, you have access to view essential information about claim participants and its associated items and can complete tasks related to them.
Work with Claim Financials: Claims adjusters can get a quick overview of claims and related tasks, and then dive into the management of individual claims.
Claim Workflow Rules: In this Application Suite, Claim workflow rules (which are created in the Underwriting Rules section of the Rules tab on the root product spec) automate some of the tasks for creating a claim record at runtime. These rules tell the system to open claim coverages and open claim line items on those claim coverages.
Claim Workflow Rule Groups: Claim workflow rules are organized into groups based on object type and transition step. For example, Rule Group - Claim, Draft to Approved includes all rules that apply to the Draft to Approved stage transition for the Claim object.
Claim Workflow Rules: Claim workflow rules are the guidelines set up by the insurance company to process and evaluate insurance claims. They are used for consistent processing of the claims, improved customer satisfaction, robust compliance, and enhanced operational efficiency.
Claimant Spec: This spec describes people involved in the claim who suffered a loss and are seeking coverage for that loss.
Manage Claims: Set up claim products and create dynamic first notice of loss intake flows for your users. Give claims adjusters a cohesive view of claims and financial data so they can efficiently assess and adjudicate claims. Establish financial controls and automatically route requests for financial approval to the appropriate supervisors and managers.
Claims First Notice of Loss: When policyholders, brokers, and insurance agents first notify an insurance provider about a loss, they use a First Notice of Loss (FNOL) flow. The FNOL flow kicks off claims processing, and supports the use of photos, police reports, and any other necessary files that support a claim.
Claims Harmonization Overview: Claims harmonization involves moving claims data from custom objects in the Vlocity managed package object model to standard objects in the Salesforce object model. The Vlocity model supports the Asset → InsuranceClaim relationship between policies and claims. The Salesforce model supports the InsurancePolicy → Claim relationship between policies and claims. Services and LWCs are updated to work with claims data in the Salesforce data model.
Explore Claims Management in Digital Insurance: Configure claim products and design the first notice of loss intake processes for your users. Provide claims adjusters with a unified view of claims and financial information, helping them effectively evaluate and process claims. Implement financial controls and automate the entire processing workflow with APIs and workflow rules.
Claims Service Customer Assistance: Help policyholders report a loss and file a claim by phone or through your Customer Portal. The agent collects the claim details, creates the claim and case records, and emails the details to the policyholder.
Deploy Claims Service Customer Assistance to an Experience Cloud Site: Make your Claims Service Customer Assistance agent available to customers on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience.
Set Up Voice for Claims Service Customer Assistance: Route a policyholder's claim call to the Claims Service Customer Assistance agent. Set up Omni-Channel, a Service Cloud Voice queue, an Omni-Channel flow, and an Agentforce Voice channel.
Subagent: Claim Participants, Items, and Summary: Adds the claim participants and items that the policyholder provides, sends a claim summary email, and offers a callback before ending the call.
Subagent: Customer Verification by OTP: Uses a one-time email verification code to confirm the policyholder's identity before the agent shares any policy or claim details.
Subagent: FNOL Intake: Guides the policyholder through reporting a loss, providing business-line-specific instructions, and sending document-request emails.
Subagent: FNOL Review and Claim Creation: Shows the policyholder a summary of reported details and creates the claim record after the policyholder confirms the details.
Subagent: General FAQ: Answers general questions about products, coverage, and procedures by using knowledge articles.
Subagent: Off Topic: Steps in when the policyholder's message isn't about filing or checking a claim, such as greetings, small talk, or unrelated requests.
Subagent: Policy Selection: Looks up the verified policyholder's account and prompts them to select the policy to file a claim for.
Claims Service Customer Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help the agent identify the policyholder's request and run the actions for that request.
Subagent: Customer Agent Router: Routes the conversation to the appropriate subagent based on the conversation state and the policyholder's most recent message. This is the only router in the template, and no subagent transitions directly to another subagent. The router never routes to claim-filing subagents while the policyholder is unverified. The Customer Verification By OTP subagent enforces that check.
Subagent: Terminal Cancel: Handles a policyholder who abandons a claim filing halfway through and creates a case to track the interaction.
Claims Service Employee Assistance: Help your customer service representatives (CSRs) respond faster when clients report a loss or an incident with an AI agent to assist them. The agent guides CSRs through a structured first notice of loss (FNOL) workflow: identifying the client's account, selecting the relevant policy, collecting incident details, creating the claim, attaching participants and items, and drafting customer-facing emails.
Set Up the Claims Service Employee Assistance Agent: Use the Claims Service Employee Assistance template to create and configure an agent that helps your customer service representatives (CSRs) file insurance claims conversationally.
Start a Claim for a Client: When a client reports a loss or incident, use the Claims Service Employee Assistance agent to capture the required first-notice-of-loss (FNOL) details. The agent asks intake questions that are specific to the policy's business line and guides you through each step of the FNOL process. When you complete the intake and file a claim, claims adjusters have all the information that they require to start processing the claim.
Insurance Client Portal Configuration: Create an experience site by using the Financial Services Client Portal template to give your customers access to the prebuilt insurance service processes.
Clone and Activate the Proof of Insurance Omniscript: Clone and activate the FSCIns/RequestInsuranceProof OmniScript. This Omniscript gives your users a guided path for requesting the insurance proof. Use the Omniscript as it is, or customize it to meet the needs of your business.
Clone Data Processing Engine Templates: You can clone the predefined Data Processing Engine templates and customize them according to your business needs if the predefined templates don’t meet your requirements.
Clone Products: If you need to create a bunch of similar product models that contain many of the same child specs and attributes and rules, it's much quicker to clone and modify a product than it is to model each one from scratch.
Clone a Product Class: If you plan to create multiple product classes with many similar details, child specs, rules, or attributes, save time by cloning the first one you create. Then edit the cloned product classes as needed.
Cloning Products: When you've got a bunch of similar products to create, it's a lot easier to create only the first one from scratch. Then you can clone it and make the minor changes you need to the cloned product.
Cloning Products Workflow: To make product cloning work you need to create a button and add it to the Product page layout. Then you can go to the Products page and get to work.
Commercial Auto Product Model: The Commercial Auto product is a single-instance product model that lets businesses create quotes for multiple vehicles that are tied to a single location.
Commercial Auto Product Model: The Commercial Auto product is a single-instance product model that lets businesses create quotes for multiple vehicles that are tied to a single location.
Commercial Auto Rating: When we quote and endorse Auto products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages, vehicles, and total premium.
Commercial Auto Rating: When we quote and endorse Auto products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages, vehicles, and total premium.
Commercial Auto Root Product: The root product spec is the container for the Commercial Auto product model. The system uses the data stored in this product model in downstream business processes, including quoting, and issuing policies.
Commercial Auto with OmniStudio: The Commercial line of business gives you a fully functional example of the Commercial Auto product models, rating procedures, and business processes for quoting and issuing policies.
Commercial Quote Business Process: We've created a quote business process for General Liability for you to examine, use as an example, and extend to create your own business processes for insurance.
Commercial Quote Business Process: We've created a quote business process for General Liability for you to examine, use as an example, and extend to create your own business processes for insurance.
Commercial Quoting: Easily configure, reprice, and navigate complex commercial quotes with multi-level insured item relationships and coverages.
Commissions at Producer and Product Level: As an insurance carrier, your organization uses commissions to incentivize your agents to grow your business. Now you have the flexibility to set up a variety of commission calculations that apply to individual agents and products in different time periods. And agents can easily see how much they're earning as they issue quotes and close deals.
Commissions for Quoting: You can use a variety of commission calculations that apply to individual agents and products in different time periods. You get to choose which events trigger a calculation, including quotes. As agents do business, services calculate and save commission data to quote objects so you can view and report on them.
Bulk Enrollment Errors: The most common errors in asynchronous census enrollment occur because of incorrect or incomplete input in the census. But flow configuration and exceptions can also cause asynchronous rating errors. The batch job status can help you locate where in the enrollment process an error happened.
Compact Quote History Timeline with Insurance History LWC: You can configure the Insurance History Lightning web component (LWC) to display a timeline of quote activity in a single, chronological feed that's easy to scan and drill into. See essential activity at a glance and expand content like notes and emails to dive into more detail.
Compare Policy Versions: See how a policy changed over time by comparing policy versions. Do this from an Insurance Policy or Policy (Asset) record.
Complete Enrollment at Scale With an Enhanced Enrollment Flow: Enroll up to 10,000 members at a time with up to 30 distinct plan choices for each member by using the enhanced Enrollment flow. With duplicate policy checks, avoid creating another policy for the same member within the same plan category and save time.
Complete Installation Assistant Tasks Manually: If you're upgrading from several versions back, you can simplify your upgrade by focusing on changes between releases and by completing certain tasks only one time.
Complete Large Census Enrollment with an Enhanced Lightning Web Component: Use an intuitive user interface to enroll up to 10,000 members, add more primary members or dependents, and update the plan and coverage selections of members. Get notified when the job starts, finishes, or has errors, and view a list of errors.
Complete Vlocity Installation Assistant Steps: To complete the installation and the configuration of Insurance do all the tasks marked New Installation Only and all the tasks not specially marked.
Components of Identity Verification: The Identity Verification feature consists of Identity Verification objects, Engagement Interaction objects, and identity verification flows.
Components to Activate: Activate the required OmniScripts, FlexCards, flows, and batch jobs for enrollment, termination, and quoting processes.
Configure a Commercial Quote: Once you have created a Commercial quote, you can configure it to provide your customer with exactly the coverage they need.
Configure a Quote: Once you have created a quote, you can configure it to provide your customer with exactly the coverage they need.
Configure Actions for Claim Participant Roles: Customize actions that apply to each claim participant role. For example, show the Refresh Credit Score action for all claimants, and the OFAC Search action only for first-party claimants.
Configure and Use Trailing Documents Requirements: Enrich your org's data by giving Vlocity and Community users the ability to upload documents associated with government, insurance, and health plan objects. For example, let underwriters for property insurance upload required survey and inspection documentation. Let customers applying for life insurance upload required medical test results.
Configure the Bulk Enrollment OmniScript: Customize the OmniScript that guides users through uploading census data for Group Benefits bulk enrollments and that creates the related objects in the Salesforce data model.
Configure Coverages: After you add coverages to a root product spec, you can configure them as child coverages, modify their attributes, make them optional, add rules to optional coverages, and re-order them in the UI.
Configure Create Contacts Invocable Action: Create matching rules and duplicate rules for the Contact object to avoid fuzzy matching and create contacts for the census members during bulk enrollment and new hire enrollment.
Configure Custom Payment Actions: Configure custom actions that invoke your own front- and back-end processes when users click specific payment actions. For example, configure a custom Request Authority payment action to invoke an integration procedure that changes a payment detail status to Pending Authority, and that invokes an approval process.
Automate Daylight Saving Time Transitions: Configure your org with custom settings to automatically adjust time-sensitive insurance processes during Daylight Saving Time (DST) changes. Enable a custom setting to keep policy workflows accurate by aligning date and time values with your org’s time zone during DST start and end dates. The setting is off by default but can be turned on when DST alignment is required.
Exempt Statuses from Pending Payment Calculation: Configure your org with custom settings to manage how pending payments in Claim Coverage Payment Detail (CCPD) records are calculated. Then, use these settings to make sure that the pending amount isn’t calculated for specific statuses. For example, you can configure a custom setting so that payment detail records in Approved for Payment status aren’t considered when calculating the pending amount.
Configure Field-Level Security: Give your portal users access to the fields that they need for using the prebuilt insurance service processes on the Insurance Client Portal.
Configure Field Sets for Claim Participant Roles: Show claims adjusters exactly the right information for each claim participant, nothing extra. For example, configure separate field sets to show different information for first-party claimants, third-party claimants, and auto body shops.
Configure Financial Workflows with Claim Payment Actions: A flexible framework supports standard and custom financial workflows based on the status of claim payments. Use the framework to provide a full slate of financial actions to claims adjusters, from initial payments, through approval processes and payment issuance, to payment cancellations.
Configure Grandchild Insured Item Coverages: Add and configure coverages at the grandchild level to create custom quotes and policies for your customers that give them all the coverage that they need—and nothing that they don't.
Configure Group Benefits Individual Enrollment: Create a workflow that gives policy holders a straightforward way to view and select eligible plans, and then rate the plans and enroll.
Configure History Timelines with Insurance History LWC: You can configure the Insurance History Lightning web component (LWC) to display a timeline of quote, claim, or policy activity in a single, chronological feed that's easy to scan and drill into. See essential activity at a glance and expand content like notes and emails to dive into more detail.
Configure History Tracking Entries: You can track granular details as the quote, claim, or policy evolves through its lifecycle by writing records to the Vlocity Tracking Entry object. Then you can configure this Tracking Entry object in the story object to return results to the History timeline.
Configure Insurance History with Claim History LWC DataPack: You can configure the Insurance History Lightning web component to create a cohesive view of all things happening with a claim. A DataPack included with your org gets you started. It has story object configuration that brings essential content into a Claim History tab out of the box.
Configure Networks on a Root Plan Spec: You can add existing provider networks to root plan (product) specs. Based on how you've configured the coverage specs on the root plan spec, you can map each provider network to specific coverage specs.
Download the Bulk Enrollment Configuration Solution: Before you configure the OmniScript and error handling for bulk enrollment and new hire enrollment processes, download the custom solution that's available as a static resource.
Configure the OmniScript and Set Up Error Handling for New Hire Enrollment: Customize the OmniScript that walks users through uploading census data for Group Benefits new hire enrollments. Set up error handling to get notified if any errors occur during a CSV file upload and when completed asynchronous jobs identify missing or incomplete data
Configure Pay, Edit, and Delete Payment Actions: Configure your org with custom settings for Pay, Edit, and Delete payment actions. These settings specify which payment details statuses show each payment action.
Configure Payment Actions Based on Claim Payment Status: Use a flexible framework to provide a full slate of financial actions to claims adjusters. The framework supports standard and custom financial workflows based on the status of claim payments. Configure payment actions to support initial payments, approval processes and payment issuance, and payment cancellations.
Configure Renewal Notifications: You can send email notifications for policies that are up for renewal. When sending this email from Salesforce, you can select the organization-wide email address for the email’s From field and notifications are sent to email addresses listed in the member's Account record.
Configure Renewal Notifications: You can send email notifications for policies that are up for renewal. When sending this email from Salesforce, you can select the organization-wide email address for the email’s From field and notifications are sent to email addresses listed in the member's Account record.
Configure Self-Service Capabilities: Use the Experience Builder components and Workspaces in the Financial Services template to set up the self-service capabilities.
Configure Self-Service for Insurance Service Process: Configure the pre-built insurance service processes for self-service so that customer community users can initiate service processes directly from a self-service portal, such as the Insurance Client Portal.
Configure Sharing Rules for Site Users: Sharing rules give your site users greater access by making automatic exceptions to your org-wide sharing settings.
Configure Sharing Rules for Site Users: Sharing rules give your site users greater access by making automatic exceptions to your org-wide sharing settings.
Configure Story Object Settings for Claim History: Before you use Claim History, configure story object settings. Make sure each setting uses the correct Parent Object Name (Claim) and Story Object Lookup Field (vlocity_ins_fsc__ClaimId__c).
Configure the Bulk Enrollment Census Lightning Web Component: The Enrollment Census Lightning web component gives insurance carrier administrators a straightforward way to upload census information with plan selection for Group Benefits Bulk Enrollment.
Configure the Cancel Payment Action: Configure your org with custom settings and an integration procedure to support canceling the payment made for a payment detail record.
Configure the Census Rating Flows: Large group census rating uses two flows: Generate Census Rating and Finish Processing Census Rating. Use these flows as templates by cloning them.
Configure the Claim Financial Summary: Claims adjusters can monitor financials using charts that answer key questions: What are the losses worth and how much of the reserve is left? How much has been spent on loss and expenses payments? How do claim recoveries impact financial exposure? How much of the deductible or limit has a policyholder consumed?
Configure the Claim Participant UI: The LWC Claim Participant UI shows information about claim participants and involved items associated with each participant. It lets the claims adjuster add, edit, and delete claim participants and the involved items associated with the participants.
Configure the CPQPartition Platform Cache: The CPQPartition platform cache can help keep your quoting processes running smoothly. Configure the CPQPartition platform cache to improve performance by caching product and pricing data.
Configure the Policy Terms Standing: Configure the Policy Terms Standing card for the Insurance Policy Record page to view the filtered policy terms data based on Insurance Policy Participant and group the data based on policy coverage level.
Configure the Quote UI: You can configure the Quote UI to help you perform a variety of quoting functions.
Configure the Request Ex Gratia Payment Action: Configure a Request Ex Gratia payment action to streamline requests for ex gratia payments. When users click Request Ex Gratia, the action invokes an integration procedure that changes a payment detail status to Ex Gratia Requested. The action also invokes an approval process. For approved requests, a custom setting lets the limit class allow payments to post if they're over the limit.
Configure the Salesforce Flow for Enrollment: Use this flow to enroll group census members and create insurance policies based on their plan selection in the group census member plan.
Configure the Self-Service Portal: Any member sites that you've created must be updated and also enabled for standard external profiles so that your policyholders and agents can access them.
Configure the Self-Service Portal: Any member sites that you've created must be updated and also enabled for standard external profiles so that your policyholders and agents can access them.
Configure the Story Object for a History Timeline: You configure your History timeline by configuring settings on the story object. You can add a new set of data to the story object configuration, or edit an existing one.
Configure Views of Group Benefits Census Data in Quotes: Show insurance carrier administrators and brokers exactly the right vital statistics and details about uploaded census data. The Quote Census Lightning web component shows certain values by default. To customize views of census data, create field sets with standard and custom fields to suit your business needs.
Configuring and Using the Transaction Component: The Transaction component list is supported for claims and assets (insurance policies). To use it, add the transaction component to the claims and asset detail pages, then associate it with an Integration Procedure.
Digital Insurance Platform Consultant Learning Journey: This learning journey is for anyone in a business role with a focus in the insurance industries. The journey will guide you through all of the Salesforce Industries product training courses and certifications that are needed to prepare you to consult on a Digital Insurance Platform implementation project.
Contract Business Component Update: You can now set the time period for which the contract is valid in the Contract Creation OmniScript.
Contract Business Process: After you've created a quote, you will likely want to create a contract to clearly define the services the group will get. This section tells you how to create a contract from your quote with just one click!
Contract Proposal OmniScript: For the lines of business that need documents that contain the details of a contract (rather than or in addition to showing the contract details on the UI), this OmniScript can create proposal documents.
Contracts Using the Quote UI: You can create a contract using the quote UI, which is built with Lightning Web Components.
Correct Group Census Data in a Quote: The Quote Census Lightning web component identifies incomplete and invalid census member records by using the trigger and validation rules configured by a Salesforce admin. Zero in on data issues and correct them.
Coverages for Auto Products: Coverage specs define the required and optional coverages on an insurance product. On the Product page, the Product Record Type at the top left of the page = Coverage Spec.
Coverages for Commercial Auto Products: Coverage specs define the required and optional coverages on an insurance product. On the Product page, the Product Record Type at the top left of the page = Coverage Spec.
Coverages for Member-based Products: The spec that models a coverage provided as part of an insurance or health product. The coverage spec defines the required and optional coverages on an insurance product.
Coverages for Summary-Based Products: The spec that models a coverage provided as part of an insurance or health product. The coverage spec defines the required and optional coverages on an insurance product.
Coverages in Auto Claims Products: Coverage specs define the coverages that can be handled by this claim product. On the Product page, the Product Record Type at the top left of the page = Coverage Spec.
Create a Claim Product Spec: A claim product spec describes the people and property that are involved in a claim. It also includes the rules that are used to automate aspects of claim processing
Create a Class-Based Root Product Spec: To create a product model based on a product class, first create the initial product class-based root product spec.
Create a Customer Community User Profile: To control access to Insurance features, create a profile for portal users with the appropriate permissions by cloning a community user profile.
Create a New Multi-Root Quote: To estimate how much a policy would cost, you use a quote. Multi-root quoting allows you to add more than one product to a quote.
Create a Parent-Child Hierarchy for Trailing Documents: Organize documents associated with different objects within directories. To create the directories, use a custom formula field named UniqueField in the Trailing Document Placeholder object.
Create a Product Model Based on a Product Class: You can use a product class to create products faster and more easily. Product classes already contain specific coverages, insured items, insured parties, rating facts, root product attributes, and rules. After you set up product classes, you can use them as templates for root product specs.
Create a Proof of Insurance Template: Create a PDF template with form fields to fill the Insurance proof details that are required for Insurance Proof. These form fields are used by Omnistudio Data Mapper to fill the PDF form.
Create a Root Product Spec from Scratch: When you create a root product spec from scratch, you start with a blank slate instead of creating a product model based on a product class or cloning an existing root product spec.
Create an Insurance Policyholder Portal: Work with a Financial Services Experience Builder template to create a self-service portal for your customers. Perform initial setup and branding, configure components, and then deploy a working portal to your sandbox.
Create a Unified Insurance Console for Customer Service Representatives: Use the Insurance Agent Console to provide your customer service representatives (CSRs) a comprehensive view of members' details and activities on one page. CSRs can proactively engage insurance customers and resolve their questions, address their requests, search for relevant knowledge articles, get alerts for related records that need attention, and run actions to resolve customer requests. Track previous interactions on a timeline and check related records.
Create an insClaimParticipants Card for Your Org: The Vlocity Claim Participants Lightning web component (LWC) that underlies the Claim Participant UI is wrapped in the insClaimParticipants card. Create a copy of the insClaimParticipants card for use with your org. You can use this version of the card as is, or you can create your own OmniScript to launch from the Claim Participant UI and then associate that OmniScript to the card.
Create an Opportunity: An opportunity represents a sale or pending deal. New business and some endorsement (mid-term adjustment) quotes are created from opportunities.
Manage an Out-of-Sequence Endorsement: An out-of-sequence endorsement is a modification to a policy with an effective date that is earlier than the effective date of another endorsement already bound on the policy. All the backdated changes are automatically applied on top of future policy versions within and across the policy terms.
Create an Underwriting Rule: Use underwriting rules to automate quoting, policy, and claims management business processes.For quotes and policies, apply underwriting rules to specific types of insured items or parties, and trigger unique messaging and actions based on whether each rule passes or fails.
Create and Activate the Orchestration Flow: Create an orchestration flow that creates an insurance proof for an account, notifies them that the proof is downloadable, and closes the case associated with the request.
Create and Set the RetainProductAttribJSON Custom Setting for Insurance: Most insurance companies use lots of attributes as part of insurance products. Unless you're planning a special setup that will not use attributes much, or you're already using information saved by JSONAttribute __c, create a custom setting called RetainProductAttribJSON and set it to false. This keeps JSONAttribute__c from saving attributes and speeds up your users' experience.
Create Actionable Graphs for Insurance Customers Quickly with Templates: Save time when creating relationship graphs in the Actionable Relationship Center by using templates. Two new templates give you a head start on building graphs by providing you with pre-configured nodes that show relationships for your Insurance Personal Lines and Insurance Commercial Lines clients.
Create Attribute Categories: Attribute categories make it easy for users to find and use the right attributes when they create product specs.
Create Attribute Rules: Create attribute rules that define how attributes and their values are shown or hidden from users.
Create Attribute Value Rules: Use Attribute Value Rules to determine if and when an attribute value is visible to users.
Create Attributes: Product attributes define coverages, insured items, and other parts of insurance products and health plans. They correspond to anything that's important to quoting, rating, and writing an insurance policy.
Create Business Processes to Manage Claim Recovery: Use the Claim Recovery object in the Salesforce data model along with InsClaimRecoveryService:getClaimRecoveries and InsClaimRecoveryService:createUpdateClaimRecoveries services. An end-to-end process maintains a complete history of claim recovery efforts and shows how recoveries affect overall financial exposure over time.
Create Business Processes to Manage Claim Recovery: Use the Claim Recovery object in the Salesforce data model along with new InsClaimService: getClaimRecoveries and InsClaimService: createUpdateClaimRecoveries services. An end-to-end process maintains a complete history of claim recovery efforts and shows how recoveries affect overall financial exposure over time.
Create Child Specs: Child specs are key building blocks for your product models. They're components of the root product specs that Insurance rates, quotes, sells, and administers for your customers.
Create Claim Product Models: A claim product model describes a claim that an insurance policyholder can file against an insurance policy.
Create Claim Product Rules: Rules on a claim product let you automate parts of creating a claim at runtime. For example, you can create rules that open claim coverages and set loss and expense reserves, or in some cases automatically pay and close the claim.
Create Custom Classes for the InsPolicy Interface: If the Omnistudio Data Mappers and custom classes included with the Insurance Industries Extension package don't work for your business needs, you can write your own custom classes to work with the InsPolicy interface to get or post data in the Salesforce FSC policy object.
Create Custom Numbering: Insurance generates a unique number for each new insurance policy, claim, census, and other items as they're created.
Create Inbound Quote from An External System: Use InsQuoteService:createUpdateQuoteFromExternal service to create a quote or update an existing quote with new information through an inbound API call from an external policy admin system.
Create Policy Versions: With policy versioning, all changes to a policy are tracked in different versions of that policy. So you can create a new version of an existing policy, while maintaining the existing policy record as-is.
Create Portal Users: Create portal users for the Insurance Policyholder Portal.
Create Power Attributes: Use power attributes to track limits, deductibles, copays, coinsurance, and out of pocket maximums. Create power attributes the same way you create regular attributes, in the same attribute categories, and then complete some extra configuration steps.
Create Product Eligibility Rules: Insurance uses eligibility rules to help determine what insurance products and optional coverages a customer is eligible for. You can use eligibility rules in the quote process to screen out insurance products and optional coverages that a potential customer doesn't qualify for. For example, you can create an eligibility rule for a Medicare supplement insurance product that screens out anyone under the age of 65.
Create Quote Versions: To generate a new version of a quote, create a version from the Quote record.
Create a Request Insurance Proof Action: To give your users quick access to the Request Insurance Proof Omniscript, create an action launcher deployment that uses the service process template. If you have an existing action launcher deployment, add the Request Insurance Proof Omniscript to it.
Create Rules to Verify Uploaded Group Census Data: Use triggers and validation rules that identify incomplete and invalid census data. This helps insurance carrier administrators and brokers identify and resolve exceptions efficiently.
Set Up the Insurance Policyholder Portal: Set up the Insurance Policyholder Portal using the Financial Services template in Experience Cloud and configure the self-service capabilities.
Creating Bulk Renewals: The renewal business process begins once a customer (individual or group) is sold. But plan designs often change, so renewals must take into account when benefit plans are retired and what new plans take their place.
Working with Product Classes: Product classes act as templates for product models. After you create a product class, create products based on the class. These products inherit all the attributes, coverages, insured items, insured parties, rating facts, and rules from the product class. If you offer several variations of an insurance product, product classes can help you create those product models much more quickly.
Create Rating Procedures for Insurance Products: Before you start plugging rating information into rating procedures, analyze your existing rating system and the steps involved in pricing insurance products. Then translate these steps into lookup tables, expression sets, and Integration Procedures.
Creating the PolicyAsset Trigger Insurance Configuration Custom Settings: The PolicyAsset trigger supports the automatic creation of the policyholder relationship in a contact center use case. This trigger uses Insurance Configuration Custom Settings rather than a Trigger Setup Custom Setting to turn it on or off.
Customer Community User Profile: To control access to the Financial Services Cloud features, create a profile for portal users with the appropriate permissions by cloning a community user profile.
Customer Retention Offers: Use the Customer Retention Offers Data Processing Engine Template to get a list of customers with active policies with fewer than 10 claims in the last 10 years.
Customize FlexCard-Based Claim 360 Using Data Mappers: If you want to include policy and claim details from a third-party system, get your developer to create an Apex class that makes the data available to FlexCard-based Claim 360. Then, customize the Omnistudio Data Mappers to reference the Apex class.
Customize FlexCard-Based Claim 360 Using FlexCards: To show claim information with clickable actions that change based on the information entered, customize the FlexCard components that you want to add to the record pages.
Customize Optional Coverage Rule Selections Based on User Profiles: Automatically select Required Coverage or Default Selected optional coverage rules for users based on their user profile. For example, when a Customer Service Representative creates a car insurance quote, have the Rental Car coverage selected automatically. When a Sales Agent creates a quote, list Rental Car coverage as available for selection but not selected automatically.
Customize the Claim Expense Payment Detail Form: Each line of business can involve different processes and data entry requirements. Account for these differences by configuring payment detail processes at the coverage spec level. Corresponding payment detail forms can then guide claims adjusters through expected interactions logically and consistently.
Customize the Claim Loss Payment Detail Form: Each line of business can involve different processes and data entry requirements. Account for these differences by configuring payment detail processes at the coverage spec level. Corresponding payment detail forms can then guide claims adjusters through expected interactions logically and consistently.
Customize the Trailing Documents Placeholder Object: Configure the Trailing Document Placeholder object to suit your business needs. The object has several custom fields and you can add more based on the types of information you track.
Customize Transaction Objects: Vlocity provides a Transactions object to support transaction component functionality.
Customize Views of Claim Participants Based on Roles: Help claims adjusters focus on what's important for each person or party involved in a claim. Show unique field values and actions for drivers, passengers, repair shops, and other participant roles.
Customize Views of Claim Participants Based on Roles: Help claims adjusters focus on what's important for each person or party involved in a claim. Show unique fields and actions for drivers, passengers, repair shops, and other participant roles.
Data Processing Engine Definitions for Insurance: Data Processing Engine helps you transform data that’s available in your Salesforce org and writes back the transformation results as new or updated records. You can transform the data for standard and custom objects using Data Processing Engine definitions. After you set up a Data Processing Engine, you can use a flow to run it.
Deactivate and Activate OmniScripts: Log in to your org and then deactivate and activate OmniScripts so they can run as intended. For each OmniScript, complete the deactivations and activation tasks.
Deactivate the Winter ’24 Census Rating Batch Job and Flows: We increased the number of plans you can rate at a time with the census rating flows. To continue using the Generate Census Rating and Finish Processing Census Rating flows in your org, you must deactivate the existing batch job and flows and configure the new versions.
Deep Product Cloning for Insurance: You can configure Insurance to deep clone an insurance policy product. A deep clone includes the coverage specs, insured item specs, rating facts, rules, attributes, and pricebook entries of the policy product.
Define the Link Between Identity Verification Process Configuration and Flow: The Identity Verification Process Definition object links the identity verification process configuration to the identity verification flow. It also defines the layout of the search screen. To pass the configuration information to the flow, create a process definition record.
Quickly Delete All Members of the Group Census: Reduce time and effort to delete up to 10,000 members each with up to five plans and up to five coverages selected per plan. Also, you can delete up to 150,000 members without any plans.
Delete Census Members for a Group Benefits Quote: Use the Insurance Quote Census Lightning web component in the Salesforce data model to delete members on a Quote record page. You can delete a single census member record or multiple member records using the Delete Members option. The hierarchical tree view helps brokers and insurance carrier administrators browse through large, detailed data sets more efficiently.
Customize Attribute Values Based On User Profiles: Show users unique product attribute values based on their user profile. For example, when a Customer Service Representative creates a travel insurance quote, set the luggage loss coverage limit to $250 by using attribute rules. When a Captive Agent creates a quote, set the same coverage limit to $500.
Digital Insurance Platform Developer Learning Journey: This learning journey is for anyone in a technical role with a focus in the insurance industries. The journey will guide you through all of the Salesforce Industries product training courses and certifications that are needed to prepare you to work on a Digital Insurance Platform implementation project.
Digital Experience Site Component Customization: We've provided out-of-the-box components for Insurance Experience sites, but we know you'll probably want to brand them with your logos, icons, colors, and fonts for your customers to see. You can also customize the data that's displayed.
Insurance FSC Unmanaged Package Experience Templates: Use Experience site templates and pre-built components to start creating your own Experience sites. These are a combination of standard Salesforce Experience components, a few custom components used elsewhere in Insurance, plus a number of custom components we've created especially for Experience site.
Direct Billing: Policyholders, agents, and admin users can set up direct billing from the Lex Console.
Direct Billing and Auto Pay: Policyholder, agents, and admin users can set up the option of either automatic payments for their insurance premiums or they can have bills sent directly to them and take responsibility of paying it on time.
Direct Billing and Auto Pay: Policyholder, agents, and admin users can set up the option of either automatic payments for their insurance premiums or they can have bills sent directly to them and take responsibility of paying it on time.
Direct Billing and Auto Pay: Policyholder, agents, and admin users can set up the option of either automatic payments for their insurance premiums or they can have bills sent directly to them and take responsibility of paying them on time.
Direct Billing: Policyholders, agents, and admin users can set up direct billing from the Lex Console.
Direct to Customer Quoting: Set up your customers and guest users to create and manage their own quotes with Direct to Customer Quoting.
Disassociate a Product Class from a Root Product Spec: When you disassociate a product class from a root product spec, the inherited items from the product class are automatically removed from the root product spec.
Display Attribute Messages Based on User Profiles: Show users product attribute messages based on their user profile. For example, when a Customer Service Representative creates an auto insurance quote, display a message alerting them that the Good Student attribute is subject to GPA verification. When a Sales Agent creates a quote, don’t display the message.
Display Optional Coverage Rule Messages Based on User Profiles: Show users optional coverage validation rule messages based on their user profile. For example, when a Customer Service Representative creates an auto insurance quote, display a message on the Rental Car optional coverage rule stating that rental car users must be over 21 years old. When a Sales Agent creates a quote, don’t display the message.
Divvy Up Work On Your Claims Team with Routing: Configure Omni-Channel to route claims to the best-fit person on your team based on your team's availability and the priority of the work. Depending on your business needs, route work to queues or skills.
Document Generation For Vlocity Insurance Summer '22: Salesforce Industries Document Generation enables businesses to create and maintain accurate documents associated with standard objects such as contracts, opportunities, orders, quotes, and custom objects. This section describes the key features and enhancements for Document Generation for Vlocity Insurance and Vlocity Health in this release.
Download and Import Vlocity Actions DataPack for Payment Actions: Get a head-start configuring custom payment actions that invoke your own front- and back-end processes when users click specific payment actions. Download and import a DataPack with Vlocity Actions to customize or use as templates.
Download and Install the FSCCustomFieldMap File: To get all of the great mappings you need for Insurance Industries Extension objects and fields, download and install the FSCCustomFieldMap file.
Edit Panel Mode: The Edit Panel Mode is designed for specific use cases where products are highly configurable and can have a large number of coverages and attributes.
Efficiently Summarize Account and Claim Records: Customer service representatives (CSR) can generate quick and accurate summaries of Account and Claim records by using Einstein Summary. The record summaries equip CSRs with the essential information they need, leading to faster response times to customer queries.
Einstein Copilot for Insurance: Enhance your customer engagements by streamlining business tasks by using the power of conversational AI using Einstein Copilot. With the Einstein Copilot for Insurance, customer service representatives (CSR) can gain quick insights by using AI-generated summaries of Account, Insurance Policy, and Claim records.
Einstein Summary for Insurance: Empower your customer service representatives (CSRs) or captive agents to quickly generate a summary of the information stored in Account or Claim records by using Einstein Summary. The summary provides key details such as the policy name and type, standard premium, coverage details, or claim details. This feature improves operational efficiency and reduces response times. As a result, customer satisfaction increases, leading to better business outcomes.
Elevate the Self-Service Experience of Insurance Policyholders: Deliver a superior self-service experience to your policyholders and reduce your operational costs with the Insurance Policyholder Portal. Ensure better control, convenience, and efficiency for your clients through self-service capabilities such as consolidated and detailed views of policies and claims. Insurance policyholders can also upload the relevant documents for their claims.
Eligibility Rules: The Multi Auto product model does not include any Eligibility Rules. If you want to create eligibility rules for your auto product models, see Create Product Eligibility Rules
Eligibility Rules Structure for Batch Loading: If you have to add eligibility rules at the root product level or at the optional coverage level to hundreds or thousands of products, you can write scripts to batch load rules directly into the database.
Turn On Einstein Generative AI: To use the Einstein generative AI features to generate a summary from records, turn on the Einstein Generative AI preferences in Setup.
Enable Insurance Industries Extension: The Insurance Industries Extension package is an add-on application that requires Financial Services Cloud (FSC) licenses from Salesforce. Before you can use it, you need to enable it.
Enable Push Attributes in Batch Mode: If your product spec is referenced by a large number of products and you're hitting Salesforce limits in push attribute, you can enable push attributes in batch mode.
Enable Record Types for Insurance: Enabling record types for profiles gives users with that profile access to the record type. Use these steps to enable the Insurance record types listed in the table below.
Enable Server-Side Document Generation: System administrators can now enable the server-side document generation feature for new customers who have Document Generation licenses auto-provisioned. Document Generation licenses are auto-provisioned only for new customers who have purchased the new Salesforce SKUs post 17 May 2022, and installed the Salesforce Industries Spring '22 package. Existing customers upgrading to Spring '22, must continue to contact the Salesforce Support to enable the server-side document generation feature.
Enable the CPQ Cache: To help your census rating flows run efficiently, enable the CPQ Cache after you enable the CPQPartition platform cache.
Enable or Disable the Insurance Industries Extension Data Model: When you install or upgrade to the Insurance managed package and the Insurance Industries Extension package, the Insurance Policy core object model is automatically enabled. But if you're upgrading and you're not prepared to use the Insurance Policy core object model yet, use a custom setting to disable the use of the core object model until you're ready to make the switch.
Endorsements/MTAs for Auto Business Processes: We've created a bunch of policy endorsement/MTA business processes for you to examine, use as examples, and extend to create your own endorsement/MTA business processes for auto insurance in Vlocity.
Endorsements/MTAs for Watercraft Business Processes: We've created a bunch of policy endorsement/MTA business processes for you to examine, use as examples, and extend to create your own endorsement/MTA business processes for watercraft insurance in Vlocity.
Enhance Claims Management and Policy Administration with Insurance Claims and Policy Analytics: With the Insurance Claims and Policy Analytics app, get actionable insights that help you effectively manage claims and policies, ensure customer satisfaction, and grow your business. Analyze your team’s current and historical performance to better manage workloads and improve team performance. Track product performance based on key metrics for policies, quotes, and commissions. Gain insights into claims performance and financial performance to effectively manage expenses and reserves, and write policies that help boost your revenue.
Enhanced User Experience and Performance for Policy Terms Standing: We've enhanced the Policy Terms Standing card to show policy terms separately in Policy Details and Coverage Details sections. The Policy Details section displays terms standing at the policy level and policy coverage level without any participant or asset ID. The Coverage Details section shows the list of participants or assets that belong to the policyId and retrieves the current standings for the selected insuredId at the coverage level.
Enroll Members Invocable Action: Creates insurance policies for specified primary members and their dependents by enrolling them into subscribed plans.
Error Handling for Bulk Enrollment: During the bulk enrollment process, errors may occur during a CSV file upload or because of missing or inaccurate data processes by asynchronous enrollment job. Get notified when the enrollment is completed and receive a list of errors if enrollment couldn't be completed.
Essential Business Overview: The General Liability line of business gives you a fully functional example of the Essential Business product model, rating procedure, and business processes for quoting.
Essential Business Product Model: To understand how the Commercial Business application works, you need to figure out how it's built. Read on to understand the Essential Business product model.
Essential Business Rating: When we quote and endorse the Commercial products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages. The services do the following:
Explore Help Center Enhancements: We reorganized the Vlocity Insurance section of the Help Center to help you find content faster and more easily.
Explore New Features with the Insurance Application Suite: Get hands-on experience with Insurance features from the Spring ’24 release. Learn about large group quoting, enrollment, and mid-term adjustments, and commercial quoting. Find out how to use claims financial authority, and a claims detail page for your policyholders.
Expression Sets for Commissions: Expression Sets give you the flexibility to perform multiple steps to arrive at a commission amount. You can incorporate a Decision Matrix lookup into an Expression Set.
Extend Insurance: In addition to the solution-oriented features you get with Insurance, you can also design and implement your own solutions to meet the business needs of your organization. Here's a set of Salesforce features you can use to extend your Insurance implementation.
Extend the insRecordEditor Lightning Web Component: The insRecordEditor Lightning web component is one of the Lightning web components the Quote UI uses to display the window for adding and modifying an insured item on a quote. To get insRecordEditor to find and use the OmniScript that adds and modifies insured items, you need to extend this component.
External Rating and Pricing: For external rating and createUpdateQuote, you must use the simplified quote JSON optimized for ease of mapping with external policy admin systems. You can generate a simplified quote JSON response using the InsQuoteService:getQuoteDetail service.
Hierarchical Structure and Features of Multiroot Policies: Multiroot policies are organized in a hierarchical structure. A parent policy serves as the primary entity, connecting to multiple child policies, each representing a specific insurance product within the bundle. This approach provides a clear and comprehensive representation of the entire multiroot policy.
Learn About the Insurance Policyholder Portal: The Insurance Policyholder Portal is a self-service portal that empowers policyholders to manage their insurance accounts conveniently and independently. On this portal, your policyholders can access policy details, review coverage options, submit claims, and track the progress of the claims from the comfort of their devices. The portal offers transparency and efficiency in managing their insurance matters. The portal layouts are designed to primarily cater to the personal lines insurance use cases.
Approve or Reject Payment Authorization Requests: When claims adjusters process more complex and expensive claims, users authorized to approve larger amounts receive notifications of pending requests. The managers and supervisors with greater financial authority link directly to claim details and approve or reject financial transactions.
Build Business Processes for Payment Authorizations: Set limits on how much users can authorize for claim payments, and build a workflow that routes payment authorization requests to supervisors. Users authorized to approve larger amounts receive notifications of pending requests, link directly to claim details, and approve or reject financial transactions.
Building Blocks of Your Workflow: Pre-configured tools in Insurance give you a head start on a financial authorization workflow. These tools drive records through the financial authorization workflow by evaluating whether users have the authority to pay or approve amounts. Based on the results of this evaluation, the tools update status values in claims, claim coverages, and claim coverage payment details.
Configure Claim Financial Settings: Services use Claim Financial Settings to identify which records require financial authorization. Configure them to use Pending Authority, Authority Approved, and Authority Denied status values.
Check Financial Authority in Claim Payment Processes: As part of your financial authorization workflow, configure the Integration Procedure that's specified for the ClaimInitiatePaymentIP Insurance Configuration Setup custom setting. This is the same Integration Procedure that's kicked off by InsClaimItemService: invokeInitiatePaymentIP.
Create Flows for Financial Authorization Workflows: Create two clones of the Update Records Based on Their Financial Authority Approval Status flow. Configure them to take required actions when a user's financial authority is either approved or rejected.
Learn About Financial Authorization Workflows: Authorization workflows ensure that the financial decisions your team members make align with their skills and experience. Use an authorization workflow to establish financial controls and automatically route requests for financial approval to the appropriate supervisors and managers.
Fix Common Issues Found in Rules Debug Mode: There are a few issues that often come up when you're running rules debug mode. Check for the usual suspects at the root of the problem and take steps to fix things.
FlexCard-Based Claim 360 Component for Insurance: To configure the FlexCard-based Claim 360 component, assign OmniStudio permissions and the FSC Insurance permission set license to users, and customize the FlexCards, Integration Procedures, and Omnistudio Data Mappers. FlexCards provide an improved user experience and simpler configurations. You can easily embed FlexCards in other FlexCards and use flyouts to show more details on demand.
FSC Insurance Policy Details Component: Show your Policyholder site users details about insured items associated with their FSC policy with the FSC Insurance Policy Details component.
Gain Insight into the Financial Impact of Claim Recoveries: Give team members a quick view of pending and actual claim recoveries and how claim recoveries impact overall financial exposure. Along with claim recovery data, financial summaries provide clearer views of payments and reserves by using industry-standard categorizations of paid and pending amounts.
Gather and Verify Info About Your Insurance Org: Before you upgrade, do some preliminary work in your current org. These tasks inform your decision about an upgrade path, and prepare you for extra steps that can apply to your upgrade.
General Liability Attribute Catalog: We've listed all the attributes used in the General Liability application here by the category they fall under.
General Liability Calculation Procedure: The General Liability calculation procedure rates all the coverages for the quote. This calculation procedure includes variables, constants, and calculation steps. Some of those calculation steps are matrix lookups that call specific calculation matrices.
General Liability Overview: The General Liability line of business gives you a fully functional example of the General Liability product models, rating procedures, and business processes for quoting.
General Liability Product Model: To understand how the General Liability application works, you need to figure out how the General Liability product is built.
General Liability Rating: When we quote and endorse the General Liability products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages. The services do the following:
Generate a Summary: Obtain a summary on the Account or Claim record page by using the Generate functionality. The summary includes insurance policy details, active coverages, or claim specifics. This comprehensive overview enhances agent efficiency by reducing time spent in searching for information.
Generate Proof of Insurance: Use the Agentforce for Financial Services: Insurance Service Assistance to generate a proof of insurance document and attach it to a policy.
Get a Fuller Picture of Quote Version History: In the Insurance Quote Commercial Lightning web component, when you compare versions of a quote, the side-by-side view now shows details for multi-root quotes and additional levels of insured item coverages.
Get a Quick View of a Member’s Profile: Customer service representatives can view an insurance customer’s profile details, such as the customer’s name, address, profile picture, and the related tags on the Insurance Agent Console.
Get Started with a Reference Org for Insurance Business Apps: Insurance business apps are pre-built solutions created with industry experts to help you modernize your business and focus more on your customers. These apps are delivered through reference orgs that include the Insurance managed package. To accelerate your digital transformation, these reference orgs also have sample configuration and seed data you can migrate into your production org. Industries Business App reference orgs are only available to current customers and partners.
Get Started with Insurance: Agents, brokers, and carriers use the Digital Insurance Platform to improve efficiency, drive growth, and create deeper policyholder relationships. Explore examples of fully built applications, and then learn about what's included, what setup we recommend, and how to get ready for your implementation—there's no need to set things up just yet.
Learn About Group Classes and Group Class Contributions: Group classes are groups of members who all receive similar benefits. Examples of group classes include Executives, Managers, and Directors. Group class contributions have details about the benefits provided by the employer for a group class.
Get to Know the Census Management Workflow for Group Benefits Quoting: The Quote Census Lightning web component gives users a straightforward way to incorporate census data into a quote. After a Salesforce admin configures the component and incorporates it into workflows, insurance carrier administrators and brokers upload census data, identify and correct data exceptions, and turn quotes into contracts.
Grant Portal Users Required User and Object Permissions: Grant your portal users the needed user and object permissions to create service requests, schedule appointments, and browse knowledge articles in the Insurance Policyholder Portal.
Group Benefits Broker Digital Experience Site: Your network of agents and brokers who sell your insurance products need access to specific features and functions to service their accounts. The Broker Experience site on the Experience Cloud gives them that access.
Group Benefits Broker Digital Experience Site: Your network of agents and brokers who sell your insurance products need access to specific features and functions to service their accounts. The Broker Experience site on the Experience Cloud can give them that access.
Group Benefits Bulk Enrollment with Census Management in the Salesforce Data Model: The Enrollment Census Lightning web component for the Salesforce data model shows group members, dependents, and plan selections. The hierarchical tree view helps brokers and insurance carrier administrators browse through large, detailed data sets more efficiently.
Group Benefits Census Management for Quoting in the Salesforce Data Model: The Quote Census Lightning web component for the Salesforce data model shows group members, dependents, and plan selections. Validation rules flag exceptions and team members can add and edit data all in one place. The hierarchical tree view helps brokers and insurance carrier administrators browse through large, detailed data sets more efficiently.
Group Benefits Census Objects in the Salesforce Data Model: Group Benefit census objects are the building blocks of census management in the Salesforce data model. Standard objects represent statistics about group members, personal information about members and dependents, and associations between members and group contract plans.
Add Reference Objects for Extended Attributes: Extended attributes use census objects to supply product attribute values dynamically. To enable this, first add the relevant census objects to the reference object picklist.
Assign Attributes to Insurance Product Classifications: After you create a product classification, assign attributes to it. Attributes define the information you want to capture at runtime. For example, the Member product classification uses the Basic Information category and Contact information. Assigning attributes ensures that every product inheriting the classification automatically carries these characteristics.
Attribute Management for Group Benefits: Attributes define the details of your group benefit products, such as age for members or deductible for coverages. Building attributes is a step-by-step process: first define reusable picklists, then create attributes, and finally organize them into categories. This approach keeps your model structured and reusable across products.
Bulk Enroll Members: You can bulk enroll up to 10,000 census members into their selected plans and policies.
Bulk Enrollment Errors: The most common errors in asynchronous census enrollment occur because of incorrect or incomplete input in the census. But flow configuration and exceptions can also cause asynchronous rating errors. The batch job status can help you locate where in the enrollment process an error happened.
Group Benefits Bulk and Individual Enrollment: The Insurance Group Census Lightning web component for the Salesforce data model shows group members, dependents. You can add, update, or delete group census members and dependents using the LWC. For the enrollment census type, you can also view plans information in the grid and configure the same using the Configure Plans modal. With the individual enrollment flow, individual group members can also view eligible plans, optional coverages, premiums, and contributions, and enroll themselves directly using the APIs or invocable actions.
Group Census Management for Enrollment: The census drives enrollment workflows, allowing carriers to capture final primary member and dependent plan and coverage selections into policies.
Manage Classifications and Products for Group Benefits: Product classifications and products define the structure of your group insurance model. A classification acts as a template to group attributes and make them reusable across products. Products represent the actual insurance plans and components that are bundled into your hierarchy. Together, they form the foundation of the group benefits product model.
Create a Contract from a Quote: After you approve a group quote and the customer agrees to purchase coverage, create a contract from the quote.
Create Extended Attributes for Reference Object IDs: For each extended attribute that you configure, create an additional extended attribute in the same product or product classification for the Id field of every unique sObject or custom object referenced in that configuration. For example, if you use the Contact and Group Census Member objects to reference the State and Age fields in the Member product classification, create two more extended attributes in the same classification, one for Contact and one for Group Census Member, to reference their Id fields.
Create a Group Census: Create a group census to capture member and dependent information for quoting, rating, and enrollment.
Create a Group Class: Group classes are groups of members who all receive similar benefits. Examples of group classes include Executives, Managers, and Directors.
Configure the Batch Job to Create Portal Users: The out-of-the-box Group Enrollment batch job references the Group Enrollment flow that’s shipped out of the box and can’t be modified. Perform this task to ensure the batch job uses the flow that’s customized to create portal users.
Set Up Product Classifications in Group Benefits: Set up product classifications to group attributes and provide reusable templates. For example, you can create a GroupSummary classification to model group-level attributes like Total Members and Average Age.
Define Attribute Picklists for Group Benefits: Start by defining picklists that hold reusable sets of values. You reference these picklists later when you create attributes. For example, a Deductible attribute can pull values like $50, $100, $250. To use picklists with your attributes, define the picklists first before creating the attributes.
Create Attribute Definition for Insurance Products: Once you have picklists, define attributes to capture the characteristics of your insurance products. Attributes represent the details you evaluate during quoting and configuration. For example, Deductible and Limit are attributes of a coverage, while Age and Gender are attributes of a member.
Configure Group Benefits Enrollment: Create a workflow that gives insurance carrier administrators a straightforward way to enroll members of the group along with their dependents into selected plans and coverages.
Error Handling for Bulk Enrollment: During the bulk enrollment process, errors may occur during a CSV file upload or because of missing or inaccurate data processes by asynchronous enrollment job. Get notified when the enrollment is completed and receive a list of errors if enrollment couldn't be completed.
Group Benefits Entity Relationship Diagram: Entities and relationships involved in group insurance management involving journey from managing census and group class data for the account to configuration of quotes, creation of contracts and issuance of policies for the group members.
Explore Group Benefits in Digital Insurance: Effectively manage the insurance plans offered to groups, such as employees and their dependents, by using the Group Benefits feature on the Digital Insurance platform. Simplify the Group Benefits workflow through a unified platform for all processes, including census management, quote configuration and pricing, contract creation, and enrollment.
Use Extended Attributes in Group Benefits: Use extended attributes to pull values from other objects into products. For example, source a member’s first name, last name, age, gender, and smoker status from the Group Census Member object. This approach centralises data in obe object and reduces duplication across products.
Add the Insurance Group Census Lightning Web Component: The Insurance Group Census Lightning web component gives users a straightforward way to incorporate census data into group census. After a Salesforce admin configures the component and incorporates it into workflows, insurance carrier administrators and brokers upload census data and fix data exceptions.
Group Census Management: A Group Census is a central concept in group insurance. It represents a snapshot of all eligible members of a group (such as employees of an employer) and their dependents. Insurance carriers use census data at every stage of the group benefits lifecycle, including quoting, rating, and enrollment.
Configure Group Class Contribution: Create one or more group class contribution records for each of the associated group classes with the account based on the plan or coverage information.
Group Quoting: Quickly and efficiently configure, reprice, and view group quotes to help your customers provide their employees with exactly the coverage they need. Group quoting is supported for member-based and summary-based quotes.
Individual Enrollment: Customers can view and select eligible plans with optional coverages, and then rate the plans and enroll. Customers can also see the member level premium along with employee and employer contributions for a policy before enrollment. Customers can enroll right away or save the selections for enrolling later.
Learn About Group Classes and Group Class Contributions: Group classes are groups of members who all receive similar benefits. Examples of group classes include Executives, Managers, and Directors. Group class contributions have details about the benefits provided by the employer for a group class.
Understand the Enrollment Flow: Understand the default configuration of Group Enrollment flow and customize it according to your business requirement.
Link Products to Categories: Assign products to categories so they appear in the right place in the catalog. The category defines group class contribution and organizes plan selection for members. Each product in group insurance must belong to exactly one category, while a category can hold multiple products. For example, the Medical category includes Medical Platinum, Medical Gold and other medical plans.
Manage Group Census Data: Browse and update information about group members, dependents, and plan selections. The fields you see when adding or editing a member or dependent are based on the default page layout of the Group Census Member object.
Build the Group Benefits Product Structure: Once products are created, build the bundle hierarchy to connect them. This defines how the Medical Platinum plan expands into group classes, members, and coverages.
Create Insurance Products for Group Benefits: Create products for the Medical Platinum hierarchy. Root product is the top-level spec that defines an insurance product, such as a health, dental, or vision plan. It can include one or more group classes, members, and coverages.
Organize Insurance Attributes with Categories: Attribute categories are optional, but they help organize large sets of attributes into meaningful groups. For example, you can group First Name, Last Name, Age, Gender, and Marital Status under a category called Personal Information. This makes it easier to manage and assign attributes to product classifications.
Organize Products into Categories: Add categories to group similar products within the catalog. For example, you can add Dental, Medical, Vision categories to the Group Insurance catalog.
Set Up Group Benefits Product Category and Catalog: A catalog organizes all of your group insurance offerings into a single structure, while categories group products into meaningful sections (for example, Medical or Dental). In Group Benefits, catalogs and categories control how products are displayed during quoting and plan selection.
Set Up Group Benefits Product Model: Model group insurance products like Medical Platinum with group classes, census members, and coverages in a reusable hierarchy. This flexible structure supports different group benefit plans and keeps quoting, rating, and enrollment consistent. It also helps insurers deliver accurate group quotes and provide members with a smoother plan selection experience.
Product Specification Hierarchy for Group Benefits: The product model for group benefits is built on a clear hierarchy where each layer serves a distinct purpose. The following table summarizes the role of each product spec, the type used, common attributes, and examples you’ll work with in the Medical Platinum model.
Rate a Group Quote: Use rating to calculate premiums for group quotes based on census data, plan selection, and pricing procedures. Rating runs either at the member level or the group summary level depending on the value selected in the Census Rating Type field on the quote.
Create a Product Catalog: Define your product offerings in Product Catalog Management by creating product catalogs. Set up a catalog to organize all group insurance products in one place. You must create at least one product catalog. For example, you can create a Group Insurance catalog that holds medical, dental, and vision plans. Brokers and administrators use a product catalog to browse and configure products during quoting.
Set Up Product Configuration Flow: Before you configure products on a group quote, set up a product configuration flow for the Group Summary product classification. The flow automatically loads group census group class records into the configurator and so that users don’t have to add group classes and members manually.
Configure Extended Attributes for Product Classifications or Products: If you want the attribute to have the same behavior across all products inheriting the product classification, update the configuration in product classification. For example, configure First Name and Last Name as extended attributes on the Member classification so that every product based on this classification automatically inherits them.
Upload Group Census Data: Use a csv file to upload census information such as group members and dependents into a group census.
Group Benefits Usage Considerations: Use of Insurance Group Benefits impacts the consumption of credits used for billing in these usage types.
Get to Know the Workflow for Group Benefits Enrollment: The Enrollment Census Lightning Web component gives insurance carrier administrators a straightforward way to upload group benefits product enrollment data with census members and dependents. Also, give group members a straightforward way for self enrollment into selected plans from the customer portal.
Group Benefits Data Harmonization: We've updated Vlocity Health and Vlocity Insurance to let you move from the Vlocity Group Benefits object model to the Group Benefits Standard object model. From Summer '22 onwards, the shared data model is available for Financial Services Cloud and Health Cloud. Your group benefits data is stored on standard group benefits objects using standard fields.
Configure Enrollment for Portal User Creation: Learn how to extend Salesforce’s standard Group Enrollment process to also create portal users. This involves customizing the enrollment flow and setting up a batch job so census members enrolled in a group also get portal user accounts.
Group Benefits Flow Overview in the Salesforce Data Model: A well-designed group benefit gives group members and their dependents cost-effective insurance coverages, and gives employers a way to attract and retain talent. You bring group benefits to life with end-to-end processes that support quoting, contracts, and enrollments. Use Digital Insurance Platform tools to design a flow that smoothly ushers administrators, brokers, group members, and policyholders through each task.
Group Benefits Harmonization Overview: Group Benefits harmonization involves moving Group Benefits data from custom objects in the Vlocity managed package object model to standard objects in the Salesforce object model.
Group Benefits Individual Enrollment in the Salesforce Data Model: Customers can view and select eligible plans with optional coverages, and then rate the plans and enroll. Customers can also see the member level premium along with employee and employer contributions for a policy before enrollment. Customers can enroll right away or save the selections for enrolling later.
Group Benefits Large Group Quoting: Quickly and efficiently configure, reprice, and view large group quotes to help your customers provide their employees with exactly the coverage they need.
Group Benefits Services: Services are methods of Apex classes that carry out common actions for insurance companies and health plans. Learn about the services typically used in the end-to-end business processes for Group Benefits.
Group Classes for Large Group Quotes: Group classes describe a group of plan subscribers who'll all receive similar or the same benefits. You can add them to plans on large group quotes.
Group Enrollment Business Process: Upload group benefits product enrollment data with census members and dependents by using the Enrollment Census Lightning web component.
Group Enrollment Error Handling: If you receive a bell notification alerting you that enrollment couldn't be completed, generate an error CSV file, fix the identified errors, and try again.
Group Voluntary Benefits Application: Your users can cut down the time they spend on finding the ideal plan and then enrolling employees. We've made intuitive workflows that take out the guesswork with complete guidance for every step. Your service agents can provide better customer service by using the interaction console to quickly get a 360-degree view of the customer.
Group Voluntary Benefits Application with OmniStudio Overview: We know it's far from simple to manage group plans for your employees. That's why we've created Group Voluntary Benefits Application to simplify how you manage plans and enroll employees.
Group Voluntary Benefits Attribute Catalog: All attributes used for the Group Voluntary Benefits line of business are listed by Attribute Category. Each Attribute Category has its own table, which includes attribute codes and the product specs the attributes are used by.
Group Voluntary Benefits Expression Sets: The expression sets for the product categories Vision, Dental, Medical, Critical Illness, and Dental Summary include variables, constants, decision matrices, and calculation steps.
Group Voluntary Benefits Product Model: To get the most out of the Group Voluntary Benefits Application, you need to understand how it's built. So read on to learn more about its product model.
Error Handling for the Termination Process: During the termination process, errors may occur during a CSV file upload or because of missing or inaccurate data processes by asynchronous enrollment job. Get notified when the termination is completed, and receive a list of errors if termination couldn't be completed.
Harmonize Claims: To benefit from new and enhanced Claims features in the future, harmonize existing data and move to the Salesforce data model.
Harmonize Group Benefits: To benefit from new and enhanced Group Benefits features in the future, harmonize existing data and move to the Salesforce data model.
Harmonize Insurance Policies: To benefit from new and enhanced Insurance Policy features in the future, harmonize existing data and move to the Salesforce data model.
Harmonize Your Insurance Org: The Salesforce data model is the Digital Insurance Platform of choice. If you use the Vlocity package data model, the process of switching to the Salesforce data model is called harmonization. It involves using new objects and services that integrate seamlessly into the Salesforce Customer 360 platform. To benefit from new and enhanced features in the future, you must move to the Salesforce data model.
Plan Your Switch to the Salesforce Data Model: Switching to the Salesforce data model ensures you get new and enhanced features for the Digital Insurance Platform in the future. But it's up to you whether to harmonize, and when. It's a large undertaking that requires an analysis of your org, and potentially updates to custom components.
Harmonized Auto FNOL Claims Process: This business process writes to the harmonized Claims process which now supports both the existing Vlocity and FSC object model (custom objects in managed package) and the new Salesforce object model (standard Salesforce objects).
Harmonized Insurance Claims Object Model: With the Vlocity Insurance Summer '21 release, the Salesforce Claims product now supports both the existing Vlocity object model (custom objects in managed package) and the new Salesforce object model (standard Salesforce objects). The Vlocity model supports the Asset → InsuranceClaim relationship between policies and claims. The Salesforce model supports the InsurancePolicy → Claim relationship between policies and claims.
Harmonized Interaction Launcher and Console: The processes in the interaction launcher now write to the native Financial Services Cloud Insurance Policy object instead of the Asset object.
Harmonized LWCs and Services: You don't have to do anything special to make harmonized LWCs and services work with your harmonized data. They work as well with the Salesforce object model as they do with the Vlocity managed package object model.
HealthFeeScheduleDataService:getBaseFees: Use this service to retrieve the currently active base fee schedule data—Description, Facility Price, and Non-Facility Price, and so forth—based on the date specified.
HealthFeeScheduleDataService:getProviderFees: Use this service to retrieve data from the given provider fee schedule and use the supplied date to determine the appropriate base fee schedule version.
Hide Attributes or Attribute Values Based on User Profiles: Hide product attributes or attribute values from users based on their user profile. For example, when a Customer Service Representative creates an auto insurance quote, hide the Rental Car Limit attribute by using attribute rules. However, when a Sales Agent creates a quote, show the Rental Car Limit attribute.
Hide or Show Components for Mobile: Some components are designed specifically for mobile devices. To ensure a seamless experience for your desktop and mobile users, choose to hide or show components depending on the type of device they are using.
High-Value Customers: Use High-Value Customers Data Processing Engine Template to get a list of accounts with a total premium that's more than $100,000 a year.
History Timelines with Insurance History LWC: You can configure the Insurance History Lightning web component to get a cohesive view of all things happening with a quote, claim, or policy. When did a claim open or get reassigned, when was an approval request submitted, what time did an agent first contact the claimant? A History tab displays a timeline of all this activity in a single, chronological feed that's easy to scan and drill into. See essential activity at a glance and expand content like notes and emails to dive into more detail.
Homeowners Calculation Procedure: This calculation procedure rates all the coverages for a quote generate using the Homeowners root product.
Homeowners Calculation Procedure: This calculation procedure rates all the coverages for a quote generate using the Homeowners root product.
How Auto Claims Initiate Recovery Works: The claim recovery workflow is built using the ClaimRecovery OmniScript. You can find this OmniScript in OmniStudio OmniScripts under Type/Subtype: ins/ClaimRecovery and OmniScript Name: ClaimRecovery.
How Auto Quote OmniScript Works: This section describes how someone who goes through the Auto Quote OmniScript to create a quote will see and interact with it.
How Does Authorize Payment for Auto Claims Work: The claim recovery workflow runs using the claim covergae Integration Procedure. You can find this Integration Procedure in OmniStudio Integration Procedure under:
How Does Auto Claims Initiate Recovery Work: The claim recovery workflow is built using the ClaimRecovery OmniScript. You can find this OmniScript in OmniStudio OmniScripts under:
How Identity Verification Works in Insurance: How a call center agent verifies a caller’s identity depends on whether you want the agent to verify just the caller or both the caller and the person they represent.
How Identity Verification Works: How a call center agent verifies a caller’s identity depends on whether you want the agent to verify just the caller or both the caller and the person they represent.
Identity Verification: Use Identity Verification to verify the identity of a customer or their authorized representative. Protect a customer’s personally identifiable information (PII) when processing requests, preventing its unauthorized use and complying with data regulations. A customer service representative can verify a caller’s identity by asking them preset questions and locating their profile in the customer database. You can choose which details a person must provide to prove their identity, such as a social security number, birth date, email, or phone number.
Identity Verification for Insurance Property & Casualty: The Identity Verification feature gives you the ability to verify the identity of a caller before you share any sensitive information with them. How you verify the identity of a caller depends on how your admin has configured the process.
Improve Customer Interactions with Quick Summaries Using Einstein Copilot for Insurance (Beta): Save your customer service representatives time and effort by streamlining business tasks with the power of conversational AI. Gain quick customer insights by using AI-generated summaries of Account, Insurance Policy, and Claim records. Einstein Copilot converses in a natural language that you can understand. Access Einstein Copilot on multiple pages and apps.
Insurance Package Information: Insurance includes managed packages, unmanaged packages, and an Installation Assistant that helps you complete installation and upgrade tasks.
Industry-Related Policies: Use Industry-Related Policies Data Processing Engine Template to get a list of policies related to an industry.
Initiate Claim Recovery: Claims adjusters have the responsibility of deciding how much money can be given for each claim. With the Claim Adjuster App, users can now quickly create a recovery record from the insurance claim.
Input JSON and Output JSON for Updating Claim Recovery Records: Use InsClaimService:createUpdateClaimRecoveries to update claim recovery records when claims agents either accept recovery amounts, or accept recovery amounts and seek additional recovery.
InsCensusService:convertLeadAndCreateCensus: Use this service to extend the Lead Conversion Salesforce feature, allowing users to include Lead census information and map this data to the Vlocity Group Account Census objects while converting the Lead.
InsCensusService:getFields: Use this service to retrieve field definitions and field API names for group census members and group census plans. Guest user access is enabled for this service.
InsCensusService:getMemberRatingFacts: Use this service to retrieve rating fact data for census members, for use as user Inputs for the InsProductService:getRatedProducts service.
InsCensusService:getMembers: Use this service to retrieve the members of a census. It also retrieves the fields. Guest user access is enabled for this service.
InsCensusService:getMembersWithPlans: Use this service to retrieve members of a census and their pre-enrolled plans. This service also retrieves field definitions for the GroupCensusMember__c and GroupCensusMemberPlan__c fields.
InsCensusService:getQualifiedCensusMembers: Use this service to retrieve members that qualify for rating per family. Filters out dependents based on age, region, number of dependents.
InsCensusService:sendMassEmail: Use this service to send emails to all members of a census. For example, you can use this service to send an invitation to enroll in a health insurance plan to all members of a customer's census.
InsCensusService:setCensusRatingFacts: Use this service to associate a Rating Fact spec to a census, and automatically extract information from the census fields to populate the Attribute Selected Values for the census, based on the Rating Fact.
InsCensusService:setMemberRatingFacts: Use this service to associate a Rating Facts Spec to a census member, and automatically extract information from the census member fields to populate the Attribute Selected Values for the member, based on the Rating Fact.
InsCensusService:updateMembers: Use this service to update members in a census to the values in the input JSON. Guest user access is enabled for this service.
InsCensusServiceStd:addPlanSelections: Use this service to create GroupCensusMemberPlan records for existing GroupCensusMember records. It uses the ContractGroupPlans specified in the input JSON for adding plans to each GroupCensusMember. The service also accepts optional coverages per member such that primary members and dependents can be enrolled into different coverages under the same plan.
InsCensusServiceStd:createUpdateAccounts: Use this service to create Person Accounts for the members in the given census. It also updates the existing person accounts using the duplicateKeys parameter.
InsCensusServiceStd:getFields: Use this service to retrieve field definitions and field API names for group census members and group census member plans.
InsCensusServiceStd:getMembers: Use this service to retrieve the members of a census from the GroupCensusMember. It also retrieves the headers based on the fieldsetName.
InsCensusServiceStd:getMembersWithPlans: Use this service to retrieve the list of census members for a given censusId. Corresponding to these census members, the service retrieves the ContractGroupPlanIds from GroupCensusMemberPlan. The service also retrieves headers based on the fieldsetName and planFieldsetName.
InsCensusServiceStd:setCensusRatingFacts: Use this service to set AttributeSelectedValues on the GroupCensus record based on the rating fact passed to the service.
InsCensusServiceStd:setMemberRatingFacts: Use this service to set AttributeSelectedValues on the GroupCensusMember records based on the rating fact passed to the service.
InsCensusServiceStd:updateMembersWithPlans: Use this service to populate a group census with primary members, their dependents, and their pre-enrolled plan. This service updates existing GroupCensusMember by memberKey and creates GroupCensusMemberPlan records for existing GroupCensusMember records. It uses the ContractGroupPlans specified in the input JSON to update plans for each GroupCensusMember.
InsCensusServiceStd:deleteAllMembers: Use this service to delete all group census members of the group census passed as input into the service. This service supports small and medium groups with a maximum of 1,000 members (including primary members and dependents). The maximum number of records an org can have in the Group Census Member entity is 150,000.
InsCensusServiceStd:findAccounts: Search for existing person accounts by first name, last name, and email, or by a search key and group account.
InsCensusServiceStd:findContacts: Search for existing contacts by first name, last name, and email, or by a search key and group account.
InsClaimCoverageService Methods: Create coverages, update coverages, and run state transition rules when creating coverages with the help of the claim coverage service methods.
InsClaimItemService:add: Use this service to add a claim line item to a specified claim item object.
InsClaimItemService:calculateCoverages: Use this service to calculate the coverage amount and adjusted amount for a claim line item. These amounts are used as payment amount when the claims adjuster pays the claim line item.
InsClaimItemService:getClaimItems: Use this service to retrieve the list of Claimants and their corresponding open ClaimCoverages with the respective line items (loss or expense).
InsClaimItemService: getClaimLineItemFields: Use this service to retrieve the list of fields of a field set (and optionally the field's values). This field set is specific for a particular CoverageSpec.
InsClaimItemService:getInvolvedItems: Use this service to get a list of involved items (property) and/or involved people (parties) for a specific claim.
InsClaimItemService:getPartyContacts: Use this service to get a list of all the contact information for all involved parties in a specified claim.
InsClaimItemService:update: Use this service to update a claim line item to a specified claim item object.
InsClaimItemService:claimCoverageValuation: Use this service to verify that users have the authority to pay or approve amounts in different types of financial activities.
InsClaimItemService Methods: Manage claim line items, calculate coverages, process and cancel payments, and gather information about parties on a claim with the help of the claim item service methods. If you use a payment authorization workflow, use a service method to verify a team member's authority to pay or approve a financial amount.
InsClaimRecoveryService:getRecoveries: Use this service to get a list of claim recoveries (InsuranceClaimRecovery__c) based on a specified claim Id or claim number.
InsClaimRecoveryService:save: Use this service to accept an input of a list of information, which is transformed to create and update records for the InsuranceClaimRecovery__c, an object that represents the recovery of funds for a claim.
InsClaimRecoveryService Methods: Get a list of claim recoveries and update the records that represent the recovery of funds for a claim with the help of the claim recovery service methods.
InsClaimService:getRuleLogs: Use this service to retrieve rule logs for a claim, sorted by execution date in ascending order.
InsClaimService:invokeRules: Use this service to invoke state transition rules associated with a target state transition on a target claim. If the rules satisfy the transition criteria, this service executes actions associated with the transition, optionally logs the results of the rule executions, and transitions the target claim to the new state.
InsClaimService:verifyCoverage: Use this service to verify valid insurance coverage for a policyholder who is filing a claim.
InsClaimService Methods: Create and update claims, verify coverages, recover funds on claims, and run underwriting and state transition rules with the help of the claim service methods.
InsContractService:createLargeSizeRenewQuoteInBatch: Use this service to allow for the control of how many Apex jobs to initiate, and the number of batches to run per Apex job, for contracts with a large number of root line items.
InsContractService:createRenewQuotesInBatch: Use this service to allow you to control how many Apex jobs to initiate, and the number of batches to run per Apex job, for a large number of contract renewals.
InsContractService:getContractDetail: Use this service to return a ProductJSON that you can use with the InsQuoteService:createUpdateQuote service to update the Contract JSON with, or to create a renewal quote with replacement products.
InsEnrollmentService:enrollPlans: Use this service to create policy (Asset or Insurance Policy) records for enrollee selected medical, dental, vision, and other plans.
InsEnrollmentService:getRatedProducts: Use the service to return a list of eligible products for a given enrollee and their dependents. The rate band prices for each product are displayed when the plan's rate type is Composite.
InsEnrollmentService:modifyEnrollment: Use this service to modify the enrollments, dependents, and coverages of each enrollment for input members. You can use this service to add new or remove existing plans or add or remove dependents.
InsEnrollmentService:getMemberEnrollments: Use this service to retrieve current enrollments for a member so they can edit the benefits. This service also takes one or more census member Ids and returns enrolled plans for the member and their dependents.
InsEnrollmentServiceStd:getMemberEnrollments: Use this service to retrieve current enrollments for a member. This service takes one or more census member Ids and returns enrolled plans for the member and associated dependents.
InsEnrollmentServiceStd:enrollPlans: Use this service to create insurance policy (InsurancePolicy) records for member's selected medical, dental, vision, and other plans.
InsEnrollmentServiceStd:enrollFamily: Use this service to enroll one family within one root plan that includes a primary member and associated dependents with coverages.
InsEnrollmentServiceStd:getRatedGroupProducts: Use this service to calculate price to opt for a root plan with coverages for a family. The service also provides employee and employer contributions for a policy before enrollment, and supports proration for new hires.
InsFormularyService:getProducts: One of the eligibility rules to retrieve health plans is to ensure that the plan covers the medications that the customer is taking. Use this service to facilitate the process to retrieve eligible products linked to Formularies, which contains medications (drugs) where the customer (accountId) medications are included.
InsGroupClassService:getGroupClassesByContract: Use this service to get a list of eligible plans with the contractId that’s provided as input, and a list of eligible plans for the GroupclassId that’s provided as input.
insOsMultiInstanceChildProducts Lightning Web Component: The insOsMultiInstanceChildProducts Lightning web component displays two levels of insured items, and coverages for the second level of insured items, in a quote OmniScript.
insOsMultiInstanceProducts Lightning Web Component: The insOsMultiInstanceProducts Lightning web component is an enhanced version of the insOsMultiGrandchildrenProduct Lightning web component with the enableEdit option to edit insured item attributes. This component displays product information in OmniScripts that offer quote and policy purchase flows for insurance products that are multi-instance and include insured products and insured parties.
InsPolicyRevenueScheduleService:createRevenueSchedule: This service creates a monthly revenue schedule for a policy, starting on the effective date of the policy and ending on the expiration date of the policy term.
InsPolicyRevenueScheduleService:modifyRevenueSchedule: This service takes in the modifications done to the policy. Based on the changes to total policy premium and the modification date, it recalculates the revenue schedule to adjust the unpaid monthly premiums (unearned revenue).
InsPolicyService:createPaymentSchedule: The InsPolicyService:createPaymentSchedule service creates a payment schedule (and optionally an initial payment transaction) for the target policy. This applies to Insurance Policy object only. The Policy (Asset) object is not supported.
InsPolicyService:createPolicyTerms: Create policy terms in the AssetTerm__c or InsurancePolicyTerm__c (for Salesforce FSC) object for all the power attributes at the Policy and PolicyCoverage level. A power attribute is an attribute that has an attribute class, attribute scope, applicable item, and applicable actions.
InsPolicyService:createPolicyVersion: Use this service to create a new version of an existing policy, while maintaining the existing policy record as-is.
InsPolicyService:getModifiedPolicy: Use this service when a user makes changes to the insured items or insured parties in an existing policy. The service takes the changes the user makes and returns modified policy data, including the recalculated price.
InsPolicyService:getPaymentSchedule: The InsPolicyService:getPaymentSchedule service returns the payment schedule of the InsurancePolicy. The Policy (Asset) object is not supported.
InsPolicyService:getPolicyDetails: Use this service to get the coverages, insured items, pricing, and other information for an existing insurance policy, including optional coverages that weren't selected.
InsPolicyService:getPolicyVersions: Use this service to retrieve the different versions of a policy. The service returns a list of policies with high level fields determined by the Policy field set PolicyCompareHeader.
InsPolicyService:getRuleLogs: This service retrieves rule logs for a target policy, sorted by execution date in ascending order.
InsPolicyService:initiateLapseGracePeriod: This service initiates a grace period on a policy, lapses a policy, or does nothing to a policy, depending on factors of the policy.
InsPolicyService:invokeRules: Use this service to invoke state transition rules associated with a target state transaction on a target policy. If the rules satisfy the transition criteria, this service executes actions associated with the transition, optionally logs the results of the rule executions, and transitions the target policy to the new state.
InsPolicyService:prepareToCancelPolicy: Use this service to calculate the premium price difference before canceling a policy. The service prorates the premium, fee, and tax amounts, and calculates the premium, fee, and tax refund.
InsPolicyService:prepareToRenewPolicy: Use this service to calculate the amount required for renewing an existing policy. This service returns renewal premium, taxes, and fees, or the renewal policy JSON without creating a policy.
InsPolicyService:renewPoliciesInBatch: Use this service to control the number of Apex jobs to initiate, and the number of batches to run per Apex job, for a large number of policy renewals.
InsPolicyService:verifyCoverage: Use this service to verify valid insurance coverage for a policyholder who is filing a claim.
InsPolicyService:cancelPoliciesInBulk: Use this service to cancel policy records (InsurancePolicy) in bulk. The service uses InsPolicyService:cancelPolicy service and Vlocity batch Framework to process the cancellation of multiple policies asynchronously.
InsPolicyService:getOutOfSequenceEndorsementStatus: Use this service to retrieve the current status of the OutOfSequenceEndorsement async job. The service accepts jobId, policyId, or referencePolicyNumber as an input to fetch the out-of-sequence endorsement operation status.
InsPolicyTermsService: process: This service retrieves policy terms and calls the policy term's corresponding Attribute Class to process details. For the custom classes, the default method name for the attribute class is - process<Attribute>.
InsPolicyTermsService Methods: Track the financial status of policy terms for claims with the help of the policy term service methods.
InsPolicyTermsService:getCurrentStanding: Use this service to get a list of amounts that represent the current standing of the policy terms associated with a policy or a claim.
InsProductJSONService:getCoverageChanges: Use this service for renewals, to get the coverage changes between two product JSONs. You can use the resulting difference map for display in the UI, or in a generated document.
InsProductJSONService:trimOffAttributeCategory: Use this service to get a product JSON that does not include attribute categories, but does include attribute selected values, attribute rules, and attribute value rules.
InsProductJSONService:updateUserValues: Use this service to update the userValues of specified attributes in a product JSON, based on changes a user has made. You can also use this service to update where the JSON node is in the hierarchy.
InsProductReportService:getReportData: Use this service to retrieve all product fields and attributes for a given set of IDs and field sets, including all child products and their attributes.
InsProductService:getRatedGroupProducts: This service is used only with small group products that use a census. The service allows the products to be kept with the product service.
InsProductService:getRatedProducts: Use this service to get an array of one or more products, priced using rating procedures attached to those products. This service also includes extra features such as tax and fee calculations, filtering, and performance optimization.
InsProductService:repriceProduct: Use this service to price one product using the rating procedure attached to that product. This service is usually called when a user selects a product and customizes its coverage.
InsProviderNetworkService:getProviders: Use this service to get a list of Providers and Provider Networks, based on the contact name, postal code, or profile attributes.
InsProviderNetworkService:getProvidersByArea: Use this service to get all providers and their networks for a given geographical location. This service returns both individual and organizational providers along with the networks they are a member of, by using state and postalCode as inputs.
insQuote Lightning Web Component: Use this component to display a quote. Calling other Lighting web components, insQuote, called Vlocity Insurance Quote in the Lightning App Builder, displays root products, coverages, insured items, insured parties, and attributes.
InsQuoteService:createUpdateQuote: Use this service to create a quote for new business, update an existing quote with new information, or create an endorsement quote. For updates, the quoteId of the quote to be updated must be included in the remote options.
InsQuoteService:getPlanSpecs: Use this service to get all the quote line items (that is to say, the plan specs) associated with a specific product.
InsQuoteService:getProductSpecs: Use this service in an OmniScript to get a list of specific product specs used in a quote, at the Quote Line Item level, and which includes product information.
InsQuoteService:getQuoteVersions: Use this service to retrieve different versions of a quote based on its Opportunity Id, and then return a list of quotes based on the Quote field set QuoteCompareHeader.
InsQuoteService:invokeRules: Use this service to Invoke state transition rules associated with a target state transition on a target quote.
InsQuoteService:priceRootItem: Use this service to calculate the price (and optionally, taxes and fees) for a target root item and its children under a Quote.
InsQuoteService:recalculateRollupFormulas: Use this service to sum the price at the child or grandchild quote line item level and recalculates it to the parent quote line item level.
InsQuoteService:removeCoverage: Use this service in an OmniScript to remove a specified coverage, as per the product code, from the quote. You can use this service on multiple plans.
InsQuoteService:updateQuotePlans: Use this service in an OmniScript to add, update, or upsert (add and update) either coverages or attributes for one or more Group Benefit plans across a quote. This service is designed to process only coverages under root products.
InsQuoteService:priceLargeGroupRootItems: This service calculates the price, and optionally taxes and fees, for a specific root item or all root items for a large group quote.
Installation and Upgrades: Learn how to install or upgrade Insurance in your org. Your tasks include pre-requisite steps, package installation, Installation Assistant steps, and post-install or post-upgrade tasks.
Install the Vlocity Installation Assistant: To make it easier to configure Insurance after installing or upgrading, install the unmanaged package that contains the Installation Assistant.
Install Unmanaged Packages for Insurance: The Insurance unmanaged package contains custom record pages. The Insurance FSC unmanaged package contains Digital Experience Site templates.
InsTrailingDocumentService:uploadContentDocuments: Add this service as remote properties within File and Image inputs to upload documents that satisfy requirements set up as placeholders for specific objects.
Insurance Agent Console Enhancements: View claim requests and show alerts for claim record changes that require action with the Insurance Agent Console.
Insurance Services Catalog: Get quote, policy, and claims systems up and running by using an extensive catalog of Digital Insurance Platform services. The services are methods of Apex classes that carry out common actions for insurance companies and health plans. They help you build end-to-end business processes faster by reducing or eliminating the need for custom programming.
Build Insurance Product Models: An insurance product model is a structured definition of a product that a company sells, then services. A product model acts as a blueprint for an insurance product.
Insurance Rules: Rules define the way Insurance products behave when those products are quoted, sold, and serviced.
Insurance Industries Extension Integration: Enable the Insurance Industries Extension package and learn about a mapping interface that lets Vlocity policy services work with the Salesforce FSC Insurance Policy data model.
Insurance Policy Payment Schedule: The Insurance Policy Payment Schedule defines the agreed-upon payment plan between an insurance policyholder and the insurance company. It shows the scheduled payments including the premiums, taxes, and fees for a policy record across the policy term.
Insurance Product Inheritance: Insurance product modeling includes two levels of inheritance: child spec inheritance and product class inheritance. By using inheritance, you can cut down the amount of time you spend individually creating every product model in your product catalog.
Insurance Product Modeling Attributes: Attributes are the building blocks of specifications. They define the details of the data that's included in insurance and health products.
Insurance Service Excellence: Orchestrate every part of the service experience and provide meaningful, personalized interactions to your customers from a unified console. The Insurance Agent Console ties together powerful components that elevate the productivity of customer service representatives (CSRs) and present a 360-degree view of the customer. The console can help CSRs quickly resolve customer cases, proactively address issues, and take advantage of upsell opportunities.
Insurance Apex Triggers: Depending on how you use Insurance, you might need to perform additional tasks after installation, such as creating and modifying Custom Settings.
Integration Procedure as Rating Procedure: If you calculate ratings for multi-instance insurance products or health plans, or if you use a third-party rating engine, use an Integration Procedure as a rating procedure.
Integration Procedure for an Auto Insurance Product Rating: The product model underpins all the business processes used in a line of business. Services that price insurance products pull data from the product model, perform rating procedure calculations using that data, and then insert coverage and premium prices into the product model.
Integration Procedures for Commissions: If a commission calculation requires data from multiple sources, use Integration Procedures to pull all the necessary data together. You can incorporate matrix lookups into an Integration Procedure, have the Integration Procedure use an Omnistudio Data Mapper to fetch data from another source, and then factor that data into the calculation.
Issue an Out-of-Sequence Endorsement: Create endorsements for transactions that have an effective date prior to the effective date of another active transaction on the same policy. All the backdated changes are automatically applied on top of existing policy endorsements within the term of the policy.
Issue an Out-of-Sequence Endorsement Policy: The workflow kicks off when users attempt to create an endorsement with an effective date that is before the effective date of another transaction already bound on the policy.
Issue Policy Business Processes: We've created an Issue Policy business process that takes a quote and issues an insurance policy. This business process is reused across multiple lines of business.
Issue Policy Business Processes: We've created an Issue Policy business process that takes a quote and issues an insurance policy. This business process is reused across multiple lines of business.
Issue Policy Business Processes: We've created an Issue Policy business process that takes a quote and issues an insurance policy. This business process is reused across multiple lines of business.
Issue Policy from the Quote UI: A customer service rep or internal insurance agent with access to the Quote UI can issue policies from that UI. This example shows policies issued from the Quote UI using out-of-the-box LWC-based components from an existing quote.
Issue Policy OmniScript: You can launch the Issue Policy OmniScript from the following applications, where it can be accessed by the types of users described.
Keep Claims Processing on Track with Action Plans: Assign tasks and set completion dates to keep your staff focused and your performance goals on target. Action plans associated with a claim assign tasks and deadlines to claim team members based on their role: claim administrator, special investigator, or whoever is the best fit for the task.
Keep Track of Claim Team Member Roles: Team members play many roles as they process claims, including claim owner, claim administrator, claim supervisor, and special investigator. Track who’s doing what with the Claim Team Member object.
Know the Insurance Policy 360° Console: The Insurance Policy 360° Console enables your service agents to manage interactions that streamline common tasks. For example, call service agents can use the Identity Verification feature to search accounts, verify your customers, and improve the overall customer experience.
Lapsed Policies: Use the Lapsed Policies Data Processing Engine template to get a list of lapsed insurance policies.
Large Group Quote Lightning Web Component: The Large Group Quote LWC is specially designed to help you build complex quotes. It features a side panel for editing line items. Buttons for common actions display prominently so your users can issue policies, create quote versions, compare quote version histories, and add additional plans with ease.
Large Group Quoting and Enrollment Enhancements: Use enhanced flows to rate large group quotes and enroll members in plans. Delete census members in bulk and enable customers to self-enroll by using new and enhanced services.
Large Group Rating: Rating for large groups is based on the rating procedure defined on the plans included in the quote. Rating procedures are created in the Business Rules Engine as Expression Sets.
Launch Actions and Resolve Member Requests: Your customer service representatives can use the Action Launcher on the Insurance Agent Console to quickly find and run service actions, such as uploading the documents.
Launch Quick Actions: Configure actions by using flows, OmniScripts, or quick actions. Your customer service representatives can use Action Launcher to quickly find and run service actions, such as uploading documents.
Learn About Claims Management for Insurance: Set up claim products and create dynamic first notice of loss intake flows for your users. Give claims adjusters a cohesive view of claims and financial data so they can efficiently assess and adjudicate claims. Establish financial controls and automatically route requests for financial approval to the appropriate supervisors and managers.
Learn About the Insurance Agent Console: The Insurance Agent Console is where your customer service representatives (CSRs) can view a timeline of interactions with the customer, get contextual alerts, take relevant actions, and search for knowledge articles. Learn how the console is organized to help your CSRs manage the entire service lifecycle from one page.
Digital Insurance Learning Journeys: Learning journeys guide you to the best learning content to get you skilled up and ready to succeed in your implementation projects. Learning journeys are organized by cloud and role, and include a mix of Trailhead modules, projects, trails, trailmixes, superbadges, and certifications as well as Trailhead Academy classes.
Life Event Updates: Use the Life Event Updates Data Processing Engine Template to get a list of customer life event updates for the last three months.
Make Changes to Inherited Parts of the Root Product Spec: After you create a product class-based root product spec, you can make some changes to the parts that are inherited from the product class. But some inherited things can't be changed on the root product spec.
Make Changes to the Data Source Directly: If the data source for a component is an Omnistudio Data Mapper or an Integration Procedure, you can make changes to the Data Mapper or Integration Procedure directly to get the data you want flowing into your site.
Make the Insurance Service Processes Visible to Your Portal Users: Show the actions to launch the prebuilt insurance service processes on the Insurance Client Portal so that your customer community users can easily create service requests without contacting your service agents.
Make the Identity Verification Flow Available to Agents: To enable your call center agents to perform identity verification, make the flow available to them. Create an Engagement Interaction Lightning record page and then add the flow to the Engagement Interaction Lightning record page.
Manage a Claim's Involved Items: As a claims adjuster, you can see at a glance which of a claim's involved items relate to each claim participant. You can also complete tasks related to involved items. For example, you can associate a claim participant who's a passenger in an auto accident with the vehicle they were riding in.
Manage a Claim's Participants: As a claims adjuster, you have access to essential information about claim participants and can complete tasks related to them.
Manage Policies with Durations of Less Than a Year: Insurance carriers can expand their businesses by issuing policies with durations of less than 365 or 366 days. This change also supports endorsements, cancellations, renewals, reinstatements, and out-of-sequence endorsements on original policy versions with durations of less than a year.
Manage Claims and Policies Effectively with Insurance Claims and Policy Analytics: Use the Insurance Claims and Policy Analytics app to get actionable insights into claims management and policy administration. Claim handlers and producers can prioritize tasks, claims, quotes, and policies that need immediate attention to improve customer satisfaction. Team leaders can assess their team’s performance based on key metrics for claims and tasks.
Handle Custom Fields During an Out-of-Sequence Endorsement: Use the enhanced InsPolicyService:createOutOfSequencePolicyVersion service to configure and copy custom fields from canceled policy versions to new policy versions. This update makes sure that there's data consistency across policy versions for the out-of-sequence endorsement transaction.
Manage Group Census Data in a Quote: Browse through details about group members, dependents, and plan selections. Add, edit, or delete participant data as needed.
Manage Workers' Compensation Claims with New and Changed Objects: Track claimant earnings that are used to calculate compensation, establish recurring payment schedules, and track formal progress toward someone's return to work with party certified capacity.
Manage Workers’ Compensation Claims: Track claimant earnings that are used to calculate compensation, establish recurring payment schedules, and track formal progress toward someone's capacity to return to work after sustaining a work-related injury or other disability. Objects designed for workers' compensation claim administration make compliance easier for claims adjusters and help get timely, accurate payments to injured workers.
Managing Multiroot Policies: Multiroot policies help insurance carriers enhance their product offerings by bundling multiple insurance products, such as auto and home insurance, into a single policy. This approach provides versatile coverage options that you can market and sell as a unified package.
Map Rating Inputs to Attributes: Map each input required by your rating procedure must be mapped to an attribute in the product to be rated.
Map Rating Outputs on Product Simulator: The best place to map your rating output variables is on the Simulate tab on the root product page. You can see each of the coverages in a list under Rating Outputs in the Simulate tab.
Map Ratings to Product Specs: After you configure rating procedures, map ratings to your product specs. Complete this task for all your product specs, including insured item specs, insured party specs, and root product specs. OmniScripts and other components use services that read the mappings and formulas, and then return premium prices to your users.
Member Enrollment: Empower your policyholders to make their own choices and enroll themselves in plans.
Member Enrollment: More choice for your policyholders with the new products available for enrollment. We've added Critical Illness and Supplemental Health as add-on products for the primary member.
Member Enrollment Business Process: After your organization has signed a contract for insurance services, you can enroll yourself and your family in medical, dental, and vision plans of your choice. We've created a simple process to show this can be done. Read on for details of how you can quickly enroll yourself.
Member Enrollment Through the Policyholder Site: If you are an employee of a group associated with a Census in an Active Contract that has the User Community Activated, you have access to a nifty policyholder digital Experience Site. You can log into the site and perform multiple tasks, including enrolling yourself into a policy of your choice.
Mid-Term Adjustment Business Process: The Mid-term Adjustments Lightning web component gives insurance carrier administrators a straightforward way to terminate group census members individually or in bulk asynchronously and enroll new hires in the middle of a contract term asynchronously.
Mobile Insurance Account Actions Component: Quickly provide your mobile Policyholder site users with links to common account management tasks with the Mobile Insurance Account Actions component. The Mobile Insurance Account Actions component sits inside of the Mobile Insurance Header component.
Mobile Insurance Billing Header Component: The Mobile Insurance Billing Header component displays a Billing info label and the policyholder's name for your mobile Policyholder site users.
Mobile Insurance Footer Component: Provide your mobile Policyholder site users with links to helpful resources with the Mobile Insurance Footer component. We have included placeholder links that you can replace with your own links.
Mobile Insurance Home Header Component: Welcome your mobile user to their own personalized Policyholder site with the Mobile Insurance Home Header component.
Mobile Insurance Manage Policy Component: Quickly link your mobile Policyholder site users to common policy management tasks with the Mobile Insurance Manage Policy component.
Mobile Insurance Open Claims Child Component: Use the Mobile Insurance Open Claims Child component to show your Policyholder site users a snapshot of their open claims, and link them to additional information about the claims. It's a child component that sits inside of the Mobile Insurance Open Claims container component.
Mobile Insurance Open Claims Component: Show your mobile Policyholder users a snapshot of their open claims, and link them to additional information about the claims with the Mobile Insurance Open Claims component.
Modify and Sort Attributes on Coverages: You can change the configuration of any attribute in a coverage on a root product spec. Your changes to a coverage on a root product override the inherited configuration from the coverage spec.
Modify Attributes on Insured Items and Insured Parties: You can change the configuration of any attribute in an insured item or insured party on a root product spec. Your changes to an insured item or party on a root product override the inherited configuration from the insured item spec.
Modify Options and Inputs on the Data Source: If the current data source is the correct one, but you need to make changes to specific things like inputs or options, you can do that. Here's how:
The Most Important Objects: The Property & Casualty Application includes a broad range of Salesforce standard objects and custom objects.
Industries Vlocity Documentation Locations: As part of the Salesforce acquisition of Vlocity, the documentation previously at Vlocity Help Center is available on Salesforce Help and Training under Additional Products.
Multi Auto Product Model: The Multi Auto product is a multi-instance product model that lets users create quotes for multiple vehicles driven by multiple drivers. This product model has the flexibility to handle complex combinations, such a quote that's got three vehicles and four drivers who aren't all associated to the same vehicles.
Multi Auto Product Model: The Multi Auto product is a multi-instance product model that lets users create quotes for multiple vehicles driven by multiple drivers. This product model has the flexibility to handle complex combinations, such a quote that's got three vehicles and four drivers who aren't all associated to the same vehicles.
Multi Auto Rating: The rating procedure we use is the auto_MultiInstanceRating Integration Procedure. It calculates the coverage prices for the Multi Auto product. Any time a broker or customer service rep generates a quote for a potential customer, the quote business process calls this rating procedure to calculate the price for that quote.
Multi Auto Rating Input: To understand the construction of the rating procedure, you need to understand the form of the input data passed into the procedure. The Multi Auto product includes a Vehicle insured item spec as the primary multi-instance item that auto policies will insure. You can create quotes for multiple vehicles.
Multi Auto Rating Input: To understand the construction of the rating procedure, you need to understand the form of the input data passed into the procedure. The Multi Auto product includes a Vehicle insured item spec as the primary multi-instance item that auto policies will insure. You can create quotes for multiple vehicles.
Multi Auto Rating: The rating procedure we use is the auto_MultiInstanceRating Integration Procedure. It calculates the coverage prices for the Multi Auto product. Any time a broker or customer service rep generates a quote for a potential customer, the quote business process calls this rating procedure to calculate the price for that quote.
Multi Auto Rating Procedure: A rating is a risk-based calculation of a premium based on a set of input characteristics. We use rating procedures to price insurance products and health plans. You'll set up, map, and implement rating procedures for all your products and plans.
Multi Auto Rating Procedure: A rating is a risk-based calculation of a premium based on a set of input characteristics. We use rating procedures to price insurance products and health plans. You'll set up, map, and implement rating procedures for all your products and plans.
Multi Auto Root Product: The root product spec is the container for the Multi Auto product model. The system uses the data stored in this product model in downstream business processes, including quoting, issuing policies, and adjudicating claims.
Multi-Instance Products: A multi-instance insurance product model describes an insurance product that can have more than one instance of its insured items (or insured parties). Each insured item (or insured party) can also have its own set of coverage selections and attribute values.
Determine the Policy Lifecycle at Issuance: At the time of policy issuance, you must decide whether the policy should follow a single-root or multi-root lifecycle. This decision applies even when the quote contains only one product.
Policy Management Key Considerations: Understand how multi-root policies handle lifecycle operations, financial rollups, asynchronous processing, structure rules, and configuration behavior across parent and child policies.
Multi-Root Quoting: Configure, navigate, and reprice complex quotes with multi-level insured item relationships and coverages with Vlocity Insurance multi-root quoting.
Manage Multi-Root Quoting and Policy Lifecycle: Streamline insurance sales by grouping multiple root products such as Auto, Home, and Medical into a single quote and policy structure. Insurance carriers can add multiple root products to a quote and offer them together as a single unit. This topic explains what a multi-root policy is, how it differs from a single-root policy, and the key considerations across quoting and policy lifecycle management.
Quoting and Rating Key Considerations: Understand how quoting, pricing, and underwriting work in multi-root quotes, including product configuration, pricing aggregation, instance key rules, and rule evaluation behavior.
Understand Reprice All in Insurance Quotes: Recalculate pricing across all products in an insurance quote to produce accurate quote-level aggregates and pricing results.
New Sales: Use the New Sales Data Processing Engine template to get a list of new sales that are pending quote to policy conversion.
Bring Notes into Claim History Timelines: Add and deploy an Apex class called GetContentNoteAsStory for use with the Claim_ContentNote story object configuration setting.
Odds and Ends in Insurance Spring '21: In addition to the big features described above, we've made a few smaller changes to Vlocity Insurance that we want you to know about.
OmniScript Policy Endorsement Flows: You can launch all of the following OmniScripts from the following applications, where they can be accessed by the types of users described:
OmniStudio DataRaptor Has a New Name in Insurance: We've renamed DataRaptor to Omnistudio Data Mapper. You'll see the updated name in the feature name and labels in the OmniStudio designers, documentation, and Trailhead modules. APIs, object fields, signatures, and URLs with dataraptor aren't changed so that your implementations continue to work. The new name appears in Spring '24 release and later.
One-Time Payment for Policy Premium: Policyholder and admin users can now pay monthly or quarterly premiums directly from the policy in the Lex Console. Read on for instructions on how to make a one-time payment.
One-Time Payment for Policy Premium: Policyholder and admin users can now pay monthly or quarterly premiums directly from the policy in the Lex Console. Read on for instructions on how to make a one-time payment.
One-Time Payment for Policy Premium: Policyholder and admin users can now pay monthly or quarterly premiums directly from the policy in the Lex Console. Read on for instructions on how to make a one-time payment.
Open Claims: Use the Open Claims Data Processing Engine template to get a list of open claims.
Open Claims Child Component: Use the Insurance Open Claims Child component to show your Policyholder site users a snapshot of their open claims, and link them to additional information about the claims. It's a child component that sits inside of the Insurance Open Claims container component.
Open Coverages Easily for More Policy Types: Enhancements simplify the open coverage process. A narrower list of claimants includes only the claim participants associated with claim items. If a coverage's insured item is a policy participant, it's saved to the claim coverage record the same way a policy asset is saved to the claim coverage record. And you can now open coverages for products with coverages only at the root level.
Open Coverages on a Claim: Coverages are the financial building blocks of a claim. After a claim coverage is opened, claims adjusters can track losses, payments, and expenses for that open coverage.
Optional Coverage Rules: Several types of rules apply to optional coverages on Insurance and Health products. Set rules up based on eligibility for optional coverage, whether optional coverages are required or selected by default, and valid combinations of optional coverages.
Optional Coverage Rules for Quoting: When you make changes to insured items, insured parties, and coverages on the Quote UI, optional coverage rules run. Which rules run and what the system does depends on what you've done to the quote.
Insurance Policy Out of Sequence Endorsement: Perform a backdated change on a policy in the past, current, or future policy term, even when another policy version with an effective date later than the endorsement date already exists. When policyholders or insurance brokers issue an out-of-sequence policy endorsement, the changes automatically apply to all future policy versions to maintain consistency.
Set Up Out Of Sequence Endorsement Flows: Configure flows to support Out-of-Sequence Endorsements (OOSE). Create a Modify Policy flow to show impacted policy versions before generating an endorsement quote, and update the Endorse Policy flow so it calls the correct invocable action depending on whether the endorsement is normal or OOSE.
Overview of a Claim: Claims adjusters can see essential details about a claim at a glance.
Package Installation Flows: Insurance uses managed and unmanaged packages that you install in a certain order. The number of packages you install depends on which features you plan to use.
Package Installation Flows for Insurance Upgrades: Your release includes new managed packages. If you plan to use the Insurance Industries Extension package, you have two managed packages to install. Otherwise, you have just one package to install.
Plan Your Upgrade to Insurance: Before you upgrade, verify a few details about your current org and figure out exactly which release to upgrade to.
Manage Insurance Policies: Insurance Policy Administration extends throughout the lifecycle of an insurance policy. Any updates made to a policy during its term are managed through policy transactions.
Policy Administration Enhancements: Perform out-of-sequence transactions for multi-term policies, and generate transaction breakdowns and payment schedules. Identify the appropriate pricing procedure to use during policy updates by using the ratingDate option in updated services.
Troubleshoot Policy Renewal Failures: If some policy renewals fail because of errors, you can retry those policies by using a batch job or a custom action.
Insurance Policy Bulk Renewal Implementor Journey: Automate the process of renewing multiple insurance policies at once with bulk renewal. Insurance providers can renew policies at scale by grouping eligible policies and processing them in batches.
Cancel a Bulk Renewal Job: Cancel bulk renewal jobs that are in progress to stop the enqueueing of additional policies. Policies that are already enqueued by the renewInsurancePolicies invocation action continue processing and can't be cancelled. When the job is completed, cancellation is no longer possible.
Set Up Process End Notification for Bulk Renewals: Learn how to use the platform event from the batch framework to detect when a bulk policy renewal job completes and trigger a notification or follow-up action. Use the platform event triggered by the batch framework at the end of a batch job. A Platform Event–Triggered flow subscribes to all Batch Job Status Change Events from the batch framework.
Monitor Progress of Policy Renewals: Monitor the status of bulk policy or quote renewals and set up notifications by using entities, reports, and platform events.
Insurance Policy Claims Child Component: Use the Insurance Policy Claims Child component to show your Policyholder site users a snapshot of their open claims on a policy and link them to additional information about the claim. It's a child component that sits inside of the Insurance Policy Claims container component.
Insurance Policy Claims Component: Show your Policyholder site users a snapshot of their open claims on a policy and link them to additional information about the claims with the Insurance Policy Claims component.
Insurance Policy Details Component: Show your Policyholder site users details about insured items associated with their policy with the Insurance Policy Details component.
Insurance Policy Harmonization Overview: You can switch to the FSC Insurance Policy object model from the Asset-based object model or the Insurance Industries Extension object model used with Financial Services Cloud. Services and LWCs are updated to work with insurance policy data in the Salesforce data model. Some parts of the quote and policy UIs are also updated.
Insurance Policy Header Component: Display the policy name and key policy data for your Policyholder Experience site users with the Insurance Policy Header Component.
Insurance Policy List Child Component: Display a list of insurance policies your Policyholder site users have with the Insurance Policy List Child component. It's a child component that sits inside of the Policy List component container and displays information about all of the policies the user has.
Insurance Policy List Component: Show your Policyholder site users a list of insurance policies they have with the Insurance Policy List component. It's a container component that displays a label and a list of policies in the Insurance Policy List Child component.
Insurance Policy List Flyout Component: Show your Policyholder site users a breakdown of the policy premium, taxes, and fees right on the policy list with the Insurance Policy List Flyout Component. The Insurance Policy List Flyout component is a child of the Insurance Policy List, Mobile Insurance Policy List, and Insurance Policy Details components.
Insurance Policy List Icons Component: Display an icon of your choice to denote the type of policy on the policy list with the Insurance Policy List Icons component.
Insurance Policy Overview Component: Show your Policyholder site users key information about their policy with the Insurance Policy Overview Component.
Policy Product Management Definitions: Vlocity Insurance provides a robust administration environment to model and administer a wide range of insurance products. Correctly structuring products ensures consistent enforcement of pricing and rules throughout the policy lifecycle and reduces the effort of maintaining a large set of products.
Policy Renewals: Use the Policy Renewals Data Processing Engine template to get a list of insurance policies that are up for renewal in the next 30 days.
Policy Terms as Power Attributes: Enforce policy terms such as limits and deductibles by using power attributes. The "power" in power attributes comes from the extra metadata that you can configure for them. Insurance uses this metadata to track attributes as policy terms, from the product model to the policy record, and then on to claims against the policy.
Insurance Policy Transactions: Insurance Policy Administration extends throughout the lifecycle of an insurance policy. Any updates made to a policy during its term are managed through policy transactions.
Insurance Policy Transaction Child Component: Display a list of recent transactions on a policy to your Policyholder site users with the Insurance Policy Transaction Child component. It's a child component that sits inside of the Insurance Policy Transactions container component.
Insurance Policy Transaction Component: Show your Policyholder site users recent transactions on their policy with the Insurance Policy Transaction component. It's a container component that displays a label and a list of transactions in the child component.
Policyholder Digital Experience Site: Your policyholders need access to view and make changes to their account, policies, claims, and billing information. The Policyholder Digital Experience template and components get you started in building a custom Digital Experience site that meets those needs.
Policyholder Digital Experience Site: Give your policyholders access to view and change important information about their account, policies, claims, and billing options with the Policyholder Digital Experience Site.
Policyholder Digital Experience Site: Give your policyholders access to view and change important information about their account, policies, claims, and billing options with the Policyholder Digital Experience site.
Policyholder Digital Experience Site Claims Page: The Claims page shows your Policyholder site users a list of claim records associated with their account. Users can click on the record to see more details about the claim.
Policyholder Digital Experience Site Component Catalog: The Policyholder site contains a bunch of components to get you started with providing your policyholders with functionality they can use to self-manage some parts of their policies.
Policyholder Digital Experience Site: Give your policyholders access to view and change important information about their account, policies, and billing options with the Policyholder Digital Experience site.
Post-Install Steps for Property & Casualty OmniStudio: Before exploring the Property & Casualty Application org, you need to complete a few configuration tasks to make sure you don't run into any glitches while you're doing your thing. This section walks you through all the post-deployment steps that you must complete.
Post-Install Steps: Before exploring the Property & Casualty Application org, you need to complete a few configuration tasks to make sure you don't run into any glitches while you're doing your thing. This section walks you through all the post-deployment steps that you must complete.
Post-Install Steps for Vlocity Insurance Application Suite Group Voluntary Benefits: Before exploring your shiny, new Group Voluntary Benefits Application org, you need to complete a few configuration tasks to make sure you don't run into any glitches while you're doing your thing. This section walks you through all the post-deployment steps that you must complete.
Pricing Discount for Multiroot Quotes: To calculate discounts and reprice premiums during the issuance and endorsement of multiroot quotes, use the Pricing Discount out-of-the-box solution. Enable the PricingDiscountIntegProcName custom setting to use this solution in the Insurance Commercial Quote Lightning web component.
Pricing Formulas: After the rating procedure returns the coverage prices, Vlocity uses the product model pricing formulas to roll up the prices. On the product model, the premium per vehicle is calculated, and the total policy premium is calculated.
Process Dynamic Hyperlinks During Client-Side Document Generation: Using hyperlink tokens in a Microsoft Word or Microsoft PowerPoint document templates, you can now insert dynamic URLs in generated .docx and .pdf files. For example, with dynamic hyperlink tokens, you can insert a hyperlink for every product ordered that directs you to the product specification web page. The hyperlink token format is {{HYP_<hyperlinktokenname>}}, for example, {{HYP_Salesforce Website}}.
Process Dynamic Images During Client-Side Document Generation: Using image tokens in a Microsoft Word or Microsoft PowerPoint document templates, you can now insert dynamic images in generated .docx and .pdf files. With dynamic image tokens you can insert images such as product images, barcodes, pie charts in your document. An image token format is {{IMG_<imagetokenname>}}, for example, {{IMG_header}}.
Process Dynamic Rich Text During Client-Side Document Generation: Using rich text tokens in a Microsoft Word document template, you can now insert rich text content in generated .docx and .pdf files. With dynamic rich text tokens, you can display the product details as a block of information with its original formatting in your generated document. The rich text token format is {{RTB_<richtexttokenname>}}, for example, {{RTB_Header}}.
Product Attributes in Product Specs: Product attributes are key pieces of the whole Vlocity Insurance and Vlocity Health platform. They define coverages, insured items, and other parts of insurance products and health plans. They correspond to anything that's important to quoting, rating, and writing an insurance policy. Attributes include inputs to rating (pricing), and characteristics that define claims.
Insurance Product Configuration Lightning Web Component: Dynamically see how policy attribute changes affect the premium, enabling efficient, real-time quote generation. This component accepts multiple rating inputs and calls the Insurance Rating POST and PATCH APIs to update attribute values for specific coverages.
Set Up Constraint Rules Engine: Set up the Constraint Rules Engine rule engine by creating the ConstraintEngineNodeStatus custom field on Quote Line Item object, updating the InsuranceContext context definition to map the field, and adjusting your procedure plan definition so that Insurance quotes use Constraint Rules Engine.
Product JSON Structure Model: The product JSON object provides a portable product data object for runtime use between services and templates.
Product-Level Attribute Inheritance: You can set attributes at the product level of a product class (that is, on the attribute tab on the product class spec). All product models you create based on that product class inherit these attributes.
Product Modeling, Rating, and Business Processes: The first major task a user does in Insurance is product modeling. The product models you create define all the products you sell and service, and how Salesforce handles those products.
Product Modeling Guidelines and Limitations for Large Group Quoting: An insurance product model is a structured definition of a product that a company sells, then services. A product model acts as a blueprint for an insurance product. In a group quoting scenario, a product is called a plan.
Product Models and Rating Procedures: The product model and the rating procedure that calculate prices for Commercial Auto at runtime underpin all the business processes.
Product Rules Inheritance: Product rules include eligibility rules and underwriting rules. When you set up product rules on a product class, all product models you create based on that product class inherit those rules.
Insurance Product Selection Lightning Web Component: The Insurance Product Selection Lightning Web Component enables end users to effortlessly compare multiple rated insurance products and choose the optimal plan directly within a guided OmniScript flow.
Profile-Based Insurance Rules: Customize your insurance product model internally and across customer channels by using rules tailored to different user profiles.
Property & Casualty Application Spring '21: Your users can now file a FNOL for a multi auto policy using a guided flow. Empower your service agents with a 360-degree view of the customer from the OmniStudio FlexCard-based interaction console.
Property and Casualty Application: Renew policies with a couple of clicks, make use of the new harmonized business process, and more in the Property and Casualty Application.
Property and Casualty Application: Send policy renewal reminders, see producer commissions while generating quotes, and more in the Property and Casualty Application.
Property Attribute Catalog: We use a whole lot of attributes to build the products for this Application. In this catalog, each Attribute Category has a table, with all its attributes listed.
Property Attribute Catalog: We use a whole lot of attributes to build the products for this Application. In this catalog, each Attribute Category has a table, with all its attributes listed.
Property Claims First Notice of Loss: Property damage happens. When it does, policyholders need to submit First Notice of Loss (FNOL) information to their insurers to start the claims process rolling. This application includes a property FNOL OmniScript that does just this.
Property Claims Initiate Recovery: Claims adjusters have the responsibility of deciding how much money can be given for each claim. With the Claim Adjuster App, users can now quickly create a recovery record from the Insurance claim.
Property Overview: The Property line of business provides a fully functional example of Homeowners and Renters product models, rating procedures, and business processes for quoting, issuing, modifying, and canceling policies.
Property Overview: The Property line of business provides a fully functional example of Homeowners and Renters product models, rating procedures, and business processes for quoting, issuing, modifying, and canceling policies.
Property Product Model: The product models underpin all the business processes used in the Property line of business. The name of these product models are:
Property Product Model: The product models underpin all the business processes used in the Property line of business. The name of these product models are:
Property Quote Business Process: We've created a quote business process for Homeowners and Renters insurance for you to examine, use as examples, and extend to create your own business processes for property insurance in Vlocity.
Property Quote Business Process: We've created a quote business process for Homeowners and Renters insurance for you to examine, use as examples, and extend to create your own business processes for property insurance in Vlocity.
Property Quote OmniScript: Look under the hood of the property insurance quote process with details of the quote OmniScript.
Property Quote OmniScript: Look under the hood of the property insurance quote process with details of the quote OmniScript.
Property Quote UI: Follow a user-friendly workflow and create a quote from the Lex console, which is built with Lightning Web Components.
Property Quote UI: Follow a user-friendly workflow and create a quote from the Lex console, which is built with Lightning Web Components.
Property Rating: When we quote and endorse the Homeowners and Renters products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages. The service does the following:
Property Rating: When we quote and endorse the Homeowners and Renters products, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages. The service does the following:
Insurance Property & Casualty Application Overview: The Insurance Property & Casualty Application provides examples of insurance applications for a number of lines of business that property and casualty insurers handle. It also includes the Commercial line of business.
Provide CLM and DocGen Users More Access with Permission Set Licenses for Vlocity Insurance: Starting Spring ’22, new customers can use permission set licenses to incrementally extend the functionality of user licenses. CLM, and DocGen offer permission set licenses for Vlocity Insurance. With permission set licenses, you can assign more permissions to users than what their user license supports.
Pursue and Accept Claim Recovery Amounts: As team members pursue, accept, and seek additional recovery amounts, they track each step of the claim recovery process.
Quote Business Process: We've created a bunch of business processes for you to examine, use as examples, and extend to create your own business processes for auto insurance in Vlocity.
Quote Business Process: We've created a bunch of business processes for you to examine, use as examples, and extend to create your own business processes for auto insurance in Vlocity.
Quote Business Process: We've created a bunch of business processes for you to examine, use as examples, and extend to create your own business processes for auto insurance in Vlocity.
Quote Proposal OmniScript: For the lines of business that need documents that contain the details of a quote (rather than or in addition to showing the quote details on the UI), this OmniScript can create quote documents.
Quote Proposal OmniScript: For the lines of business that need documents that contain the details of a quote (rather than or in addition to showing the quote details on the UI), this OmniScript can create quote documents.
Quote Rating: You can rate quotes as many times as you need to during the quoting process. When you rate a quote, optional coverage validation rules and optional coverage relationship rules run, and a price is created and displayed for the coverage.
Insurance Quote Record Header: This component shows brokers a snapshot of data about the quote they're looking at. This info can help them get a quick idea of the status of the quote, including the quote status and the date the quote expires.
Quote Record Types: The Type field on the Quote Details tab helps you to differentiate between quotes created for new business and endorsement (mid-term adjustment) quotes.
Quote UI Lightning Web Component Catalog: The Quote UI is made up of a bunch of Lightning web components (LWCs) to get you started with providing your agents with functionality they can use to create quotes, issue policies, and manage policies.
Quote Versioning: You can create and compare quote versions from a Quote record.
Create Quotes: Insurance issues policies from quotes. Think of a quote as the foundation on which you build the policy. Create a quote by selecting products offered by the provider and using information supplied by the customer to calculate the estimate. The Insurance quoting solution brings everything you need right to your fingertips and does all of the heavy lifting for you.
Rate Large Group Plans More Efficiently: To help your users rate more plans at a time, use the updated version of the Generate Census Rating flow and the Finish Processing Census Rating flow.
Rate Products with Complex Pricing Structures: Use simpler userInputs for products with multiple rating procedures in the product hierarchy or multiple specs in any level of the hierarchy.
Rate the Product in a Group Benefits Quote: After uploading and correcting census data, rate the selected products. If census data continues to change, the rate automatically gets recalculated.
Rating Procedure Best Practices: Setting up your first rating procedure? These best practices help you optimize your rating implementations.
Caching Mechanisms for BRE and Rating Components: Expression Sets and Decision Matrices use Salesforce Scale cache automatically and don’t rely on the Platform cache (Rating Cache). Only Calculation Procedures and Calculation Matrices use Platform cache to store rating data.
Rating Input for Commercial Auto: To understand the construction of the rating procedure, you need to understand the form of the input data passed into the procedure. The Commercial Auto product includes a Vehicle insured item spec as the primary multi-instance item that auto policies will insure. You can create quotes for multiple vehicles.
Learn About Rating Procedures: Rating procedures are the backbone of insurance pricing. Learn how services, product models, and rating procedures work together to price insurance products.
Build Rating Procedures: Rating procedures make it possible to price insurance products. Set up, map, and implement rating procedures for all your products and plans.
Create Sharing Rules for Rating Procedure Components: If you use calculation procedures or expression sets in product ratings, ensure that quoting works for partner users who issue quotes using the Broker Portal. Create sharing rules that give partner users read-only access to the objects used by rating procedures.
Real-time Price Rerating: With real-time price rerating, you can preview an updated policy’s total price before you issue it. Just add, remove, or change coverages on an Endorsement (mid-term adjustment) quote to see pricing changes in real-time. The Total premium, insured item premium, and affected line item price appear in red.
Insurance Recent Activity Child Component: Show your Policyholder site users a snapshot of their recent activity with the Insurance Recent Activity Child component. It's a child component that sits inside of the Insurance Recent Activity container component.
Insurance Recent Activity Component: Show your Policyholder site users a snapshot of the recent activity on their policies with the Insurance Recent Activity component.
Record Alerts for Insurance Property & Casualty: Alert your agents to changes in client records that require action. Using Record Alerts, agents can scan records for notifications that show information from your core banking system or from alerts that are stored in Salesforce.
Record Summary Prompt Templates for Insurance: To generate summaries of Account, Insurance Policy, and Claim records, the Einstein Copilot for Insurance or Einstein Summary for Insurance uses record summary prompt templates.
Refine Processes with Rating Procedures for Multi-Level Products: Create accurate quoting and rating processes with Rating Procedures at the parent, child, and grandchild insured item levels. Use simplified rating sets to rate coverages and insured items at a more granular level. Rating Procedures use Calculation Matrices, Calculation Procedures, Integration Procedures, and a variety of coverage specs and attributes.
Relationship Graph Node Filter Operators: In previous releases, node filters had only an equals operator. Beginning with this release, supported operators are equals, not equals, like, greater than, greater than or equal, less than, and less than or equal.
Relationship Graphs: Refresh Relationship Graphs programmatically, use additional filter operators, and include one-to-many relationships in Timeline graphs.
Insurance Release Summary: Get release summaries for Insurance minor releases delivered each Winter, Spring, and Summer.
Remove a Coverage: You can remove a coverage if it is no longer needed.
Remove an Insured Item from a Commercial Quote: You can remove an insured item (or grandchild insured item) from a commercial quote to provide your customer with the necessary coverage when their needs change.
Remove an Insured Item from a Quote: You can remove an insured item from a quote to provide your customer with the necessary coverage when their needs change.
Remove Drivers for Auto Business: First, the OmniScript takes the policyId and uses the InsPolicyService:getInsuredItems service to retrieve data for the drivers included in this policy.
Remove Vehicles for Auto Business: The OmniScript takes a policy Id and uses the InsPolicyService:getInsuredItems service to retrieve data about all the vehicles insured by this policy. It calls a DataRaptor to transform the data from the service to get it ready to display. Then it displays the vehicles.
Renew Policies: Now, a couple of clicks is all it takes to renew a policy for all lines of business.
Renew Policies: Tracking renewals made easier with email reminder notifications. A scheduled job sends out reminder notifications and the email also has a handy link to quickly renew policies.
Renew Policy Business Process: When it's time to renew your policy, you get an email with a renewal link. Then all you have to do is enter some details for the renewal and it's all done. It's that simple! Carry on reading to find out details of this process.
Renew Policy Business Process: When it's time to renew your policy, you get an email with a renewal link. Then all you have to do is enter some details for the renewal and it's all done. It's that simple! Carry on reading to find out details of this process.
Renew Policy Business Process: When it's time to renew your policy, you get an email with a renewal link. Then all you have to do is enter some details for the renewal and it's all done. It's that simple! Carry on reading to find out details of this process.
Renters Calculation Procedure: This calculation procedure rates all the coverages for a quote generate using the Renters root product.
Renters Calculation Procedure: This calculation procedure rates all the coverages for a quote generate using the Renters root product.
Replace a Customized LWC on an Experience Component: Some Experience components call Lightning Web Components (LWCs). If the LWC is actually part of another experience component you customized, you need to remove the old LWC and add the customized one to the FlexCard of the component you're working on.
Request Insurance Proof Service Process: With the Request Insurance Proof service process, your customers can request proof of insurance through a straightforward and simplified process.
Required Input in a Rating Integration Procedure: Each input JSON node in a rating Integration Procedure must include parentProdKey and productKey. These two keys carry over as input to the expression sets called by this Integration Procedure.
Required Omniscript Components: Verify that the required components are in place in Salesforce to support the Request Insurance Proof service process. The Address Update Omniscript calls these Integration Procedures, Omnistudio Data Mappers, FlexCards, and Apex classes.
Results: This email is sent out by the scheduled job PolicyRenewBatch. This job, in turn, calls the Integration Procedure bulkRenewals that checks the renewal date for all policies and then sends out an email to policies that expire within a week from the day the job is run. Schedule the job to run periodically so that all policies that are coming up for renewal can be covered.
Revenue Schedule Display Lightning Web Components: You can view the Revenue Schedule for a policy on the Policy (Asset) record. The Revenue Schedule tab displays two Lightning Web Components (LWC): Vlocity Insurance Revenue Charts and Vlocity Insurance Revenue Schedule.
Process Proof of Insurance Requests by Using Service Process Studio: Save time and increase customer satisfaction by simplifying the process for requesting insurance proof with the Request Insurance Proof service process. Customers can independently request proof of insurance through self-service portals, or service agents can start the request for them.
Root Product Cloning: You can clone root products on the Quote UI if the Enable Product Cloning option is selected.
Root Product Specs: Root product specs act as the product models that Vlocity uses at runtime to generate quotes and policies.
Route Claims to the Appropriate Team Members: Take the guesswork out of assigning tasks to claim team members. Use skills-based and queue-based routing for claims, claim coverages, claim recoveries, and payment requests.
Rules Log: The Rules Log is a Lightning web component that shows the history of all the rules run that result in a state transition. These details help users understand how records have transitioned from one state to another.
Run Batch Jobs for Insurance: Insurance provides several Apex batch jobs that correct incomplete or erroneous Insurance records in your org. Run these batch jobs to initiate them.
Sample Permission Sets for Vlocity Insurance: Use the sample permission sets to give your users access to only those features that are essential for performing their tasks, such as read-only access or create and edit record access. Each permission set grants a different level of access to a different set of objects and fields. You can customize the permission sets. Salesforce recommends sample permission sets for Vlocity Insurance to easily grant the right access to your users.
Save Agents Time by Using Customer Self-Enrollment: Based on the contract and members group class, enable customers to view and select one or more eligible plans along with optional coverages, and then rate and enroll. Show the member level premium along with employee and employer contributions for a policy before enrollment. Customers can enroll right away or save the selections for enrolling later.
Save Time While Adding Involved Items to a Claim: Adding involved items to a claim is easier than ever. Users choose from a list of items or vehicles covered by the policy. Information such as vehicle make and model are entered for them. Users enter only the details that are specific to the claim, such as the vehicle damage caused by an accident. When editing a claim item, the make, model, and other values from the policy are read-only.
Save Your Experience Site Template: Save a template so that you can customize the Experience site for your users. This step is necessary so that you can uninstall the unmanaged package.
Scope of Rule Evaluations: Editing root items, insured items, insured item parties, or coverages can change how optional coverage rules evaluate.
Search for Large Group Census Members: Quickly find census member details during large group enrollment and quoting by using the Search box in the Enrollment Census Lightning Web component and Quote Census Lightning web component respectively.
Quickly Find Large Group Census Members During Enrollment and Quoting: Quickly find census member details during large group enrollment and quoting processes by using the Search box on Enrollment Census and Quote Census Lightning web components. To update any related census member records, retrieve and show members of the same family in a dynamic tree within search results to enhance your user experience.
Select Images for Property Claims: If images for the Property claims FNOL process aren't displaying correctly, configure them in the OmniScript.
Self-Service: Customer community users initiate service processes directly from a self-service portal, such as the Insurance Client Portal. When you make the service processes available with a self-service portal, your customers can raise service process requests at any time, from anywhere.
Sentiment Indicator: Know the current sentiment of the customer based on past engagements with the contact center and the sentiment recorded for those engagements.
Server-Side Document Generation: Use server-side document generation for automatic or asynchronous invocation, and for documents with lots of token processing, tabulation, or line items.
Standard Service Process for Insurance: Implement and execute effective service processes for customer satisfaction. To build service processes and configure integrations with external systems is a time-consuming and complex task.
Services for Individual Enrollment: Use these services to configure the workflow for individual enrollment, or use custom implementation according to your business requirement.
Services that Call Rating Integration Procedures: When you create a rating Integration Procedure, think about what services call it. The services inform how you create the Integration Procedure and the structure of input and output data.
Set a Primary Grandchild Insured Party or Insured Item: Some quotes require a primary grandchild insured item or insured party. You can set the primary insured item or insured party to give your customers just the right coverage.
Set Instance and Root Product Premium Formulas on Simulator: Make sure your insurance product premiums take optional coverages into account by using rating procedures for coverages in combination with formulas on the root product Simulate tab.
Set Record Alerts: Record Alerts help your customer service representatives and account managers stay on top of changes related to your insurance customers. For example, when a customer’s policy is due for renewal, a customer service representative can help the customer with the renewal process. Agents can snooze alerts for later and dismiss them.
Set the Custom Attributes Process Option on Products: Expose the Custom Attributes Process on the Products page (if it's not already available on the page). This option tells the Quote UI that it should use the OmniScript rather than the out-of-the-box form to add and modify insured items to a quote.
Set Up a Multi-Instance Hierarchy: When you create a multi-instance product model, you work with coverage specs, insured item specs, and insured party specs a little bit differently.
Set Up a Product for External Rating: External policy administration systems can help you manage your insurance product offerings. Vlocity Insurance Open Quoting Architecture uses a product record in the internal Vlocity Insurance system to link quoting information in the quoting flow to the correct product in your external system.
Set Up a Scheduled Apex Job for Bulk Renewals: Create a job that references the RenewContractBatchJobScheduler Apex class and runs on a schedule that aligns with your renewal dates.
Set Up an Integration Procedure to Call an External Rating System: To use Vlocity Insurance Open Quoting Architecture you need to create an integration procedure that gathers the important information your external policy administration system can use to rate or price the quote. This integration procedure is included in the product and is triggered when a quote with that product included is rerated using the Rate Now button.
Set Up Auto Pay: Policyholders, agents, and admin users can set up automatic payments from the Lex Console.
Set Up Bulk Renewal: Configure the flow and batch job definitions for the bulk renewal process.
Create an Auto-Launched Flow: Build a flow that receives input from the batch job and calls the renewInsurancePolicies invocation action for each policy record.
Set Up Bulk Renewal by Using Industries Batch Job: Set up a batch job that uses specific query criteria to identify eligible policies for renewal and to trigger the renewal process through a custom flow. The batch job definition must include a flow that runs for each policy record returned by the query. Call the renewInsurancePolicies invocable action within this flow to queue each policy for renewal. The renewInsurancePolicies invocable action is available out of the box, but you must manually create and configure the flow to use it. Schedule the batch job by using a schedule-triggered flow to run the renewal process at a specified time.
Create a Batch Job Definition: Define a batch job that selects eligible insurance policies based on filter criteria and invokes a flow to process policies in bulk.
Schedule a Batch Job: Use a schedule-triggered flow to schedule your bulk policy renewal jobs to run automatically at a specified time and frequency. Make sure that each job run uses a unique identifier for easier monitoring of the policy renewal process. Schedule a custom Apex action by using the same approach.
Set Up Claim Models: A claim product model is the foundation of your entire claims process. When a claim is filed, the claim is created using the claim product spec as its definition and using the policy to identify available coverages and insured items. A well-planned claim model provides a variety of flexible options for customers, and intuitive and efficient tools for claims adjusters.
Set Up Custom Field Mapper for Insurance: To get Quote Line Items to display correctly, download the CustomFieldMap file from Static Resources, then install it as a DataPack.
Set Up Direct Billing: Policyholders, agents, and admin users can set up direct billing from the Lex Console.
Set up Error Handling for Bulk Enrollment: Get notified if any errors occur during a CSV file upload and when completed asynchronous jobs identify missing or incomplete data.
Set Up Fields for Search and Verification: The Identity Verification Process Field object enables you to determine what an agent sees, such as which fields appear in search results or which fields must be verified. Create an Identity Verification Process Field record for each field that is part of your identity verification process.
Set Up Guest User Access for the Vlocity Package: Allow unauthenticated users to create and price quotes using the Vlocity package by assigning the necessary permission set licenses, permission sets, and object-level read access.
Set Up Pricing Discount for Multiroot Quotes: Pricing Discount is an out-of-the-box solution used for calculating discounts on premiums for multiroot quotes. Your users can set up how discounts are calculated and applied to root-level products during the rating process.
Set Up Search for Identity Verification: When an agent receives a call, the first thing they do is search for the caller. To set up how the search works, such as whether the search is text-based or object-based, the data source to query, and more, create an Identity Verification Process Detail record. You can also specify the minimum number of additional verifying questions to ask a caller.
Set Up Sharing Sets: Create a sharing set to give your Insurance Client Portal users access to the records that are relevant for using the insurance service processes. A sharing set grants portal users access to a record associated with an account or contact that matches the user's account or contact. Grant access to records through access mapping, which defines access for each object in the sharing set.
Set Up Taxes and Fees: Set up taxes and fees directly on the Tax and Fee (price list) object, then attach them to root products and child specs. Or set up a new tax or fee from the Taxes and Fees tab on the root product or child spec page. Both methods save the data in the Tax and Fee object.
Set Up the Formula for Custom Numbers: A custom numbering system can include specific information and you can establish a custom formula for that system.
Set up the Google Map API Key: Use Google Map APIs to automatically populate address fields in the Property and Casualty application.
Set up the Google Map API Key: Use Google Map APIs to automatically populate address fields in the Property and Casualty application.
Set up the Google Maps API Key: Did you know that the Group Voluntary Benefits Application supports Google Map APIs to automatically populate address fields?
Set Up the Product Rating Simulator: To set up a product rating simulator, complete an analysis, set up a rating procedure, and then map the rating procedure to the product model.
Set Up Trailing Documents Requirements in Communities: Increase customer engagement and speed up processing with trailing documents in Communities. Let customers and brokers upload supporting documents associated with objects such as quotes, policies, and claims.
Set Up Your Digital Experience Site: Create an Experience site for your users using the templates provided in the Insurance FSC unmanaged package.
Show Insurance Customer's Policy Details: Get a consolidated view of all the policies held by the customer on the Insurance Agent Console. You can view the insured item details and participant or beneficiary details with policies grouped by type. Use the search tool to list a specific policy or insured item.
Show Insurance Customer's Claim Details: Get a consolidated view of all the claims requested by a customer in the Insurance Agent Console. You can view the claim records and the related objects, such as claim coverages and payment details for an account or household.
Show Optional Coverages Based on User Profiles: Control which users can see optional coverages with profile-based eligibility rules. For example, when a Customer Service Representative creates an auto insurance quote, show the Rental Car coverage as available for selection. But when a Guest user creates a quote, don’t show the Rental Car coverage as an option.
Simplify Expense Reserve Management: Enter a single expense reserve amount for each claim coverage, instead of individual amounts for each payment detail. This top-down approach makes the reserve amount available to all expense payment details that are associated with a claim coverage.
Simulate Rating the Multi Auto Product: The Simulate tab on the root product spec has the ratings set up to simulate rating the Multi Auto product model.
Single Instance Products: A single instance insurance product model describes an insurance product that has only one instance of any given insured item (or insured party). For example, at runtime, a simple renter's insurance product allows only one instance of an insured item.
Single Root Quoting: You can configure quotes directly in the Quote object, without any need to go through an OmniScript flow.
SKU to Permission Set License Mapping for Insurance: The following table maps the available SKUs to their respective permission set licenses and permission sets. Each SKU grants you one of each of the permission set license(s) that correspond to the SKU. For more information about the SKUs, see:
Specify Object-Level Permissions: Grant your portal users the object permissions required to create service requests for insurance service processes in the Insurance Client Portal.
Specify Rating Procedure on Child Product Specs: To use unique pricing for insured items and insured parties within a root product's hierarchy, assign a rating procedure to a child product spec.
Insurance Spring '23 Release Notes: Expedite financial authorization requests with a workflow that routes them directly to supervisors. Define user-specific attribute values with profile-based attribute rules. Backdate policy changes with out-of-sequence endorsement quoting. Delete census data for group benefits directly on the quote record page with the delete functions on the Insurance Census Lightning web component.
Insurance Spring '24 Release Notes: Use flows to verify callers and producers, rate large group quotes, and enroll census members in plans. Delete census members in bulk, enable customers to self-enroll, and identify the correct pricing procedure to use during the policy lifecycle with the help of new and enhanced services. Help agents navigate claim records with the Insurance Agent Console.
State Models: All Property & Casualty Application Suite lines of business use state models to underpin their workflow and claim (underwriting) rules. Vlocity Insurance uses state models to transition a quote, a policy, or a claim from one state to another when a rule evaluates to true.
State Models for Property & Casualty Application Suite: All Property & Casualty Application Suite lines of business use state models to underpin their workflow and claim (underwriting) rules. Vlocity Insurance uses state models to transition a quote, a policy, or a claim from one state to another when a rule evaluates to true.
State Models: All Property & Casualty Application Suite lines of business use state models to underpin their workflow and claim (underwriting) rules. Vlocity Insurance uses state models to transition a quote, a policy, or a claim from one state to another when a rule evaluates to true.
StateRuleService:getRuleLogs: Use this service to retrieve rule logs for a target object, sorted by execution date in ascending order.
StateRuleService:getTransitionStates: Use this service to get default transition states, the To state of each from state transition, the current state, and the last default state for the target object.
StateRuleService:invokeRules: Use this service to invoke state transition rules associated with a target state transition on a target object. If the rules satisfy the transition criteria, this service executes actions associated with the transition, optionally logs the results of the rule executions, and transitions the target object to the new state.
Submit an Insurance Proof Request: Customers can independently request proof of insurance through self-service portals, or service agents can initiate the request for them.
Subscribe to the InsAsyncJobStatusNotification Event: Out-of-sequence endorsement works asynchronously after you initiate the policy issuance with the new modifications. After an out-of-sequence endorsement completes, an event is published. Subscribe to these events to support additional custom notification types, such as sending emails to the customers.
Insurance Summer '23 Release Notes: Show the right product details to exactly the right users with profile-based and user-specific rules. Simplify workflows with the enhanced Policy Term Standing and Group Benefits Enrollment Lightning web components. Streamline expense processing for claims adjusters with coverage-specific attributes. Reduce errors by indicating required attributes on Claim Involved Injuries and Claim Damage Property record types.
Insurance Summer ‘24 Release Notes: Discover how you can provide your customers with quick access to policy and claim details with the help of the Financial Services Client Portal for FSC Insurance. Use Einstein Copilot for Insurance to help your customer service representatives save time and effort by generating quick record summaries. Gain insights and view customer interactions with marketing emails by using the Engagement Timeline.
Set Attribute Required Field Validation for Claim Product Models: You can now set the Required field indicator on attributes for Claim Involved Injury and Claim Damaged Property record types. This configuration on the claim product model enforces at runtime when claim item records are displayed on the participant card claim item page.
Support Out-of-Sequence Endorsement Across Policy Terms: Perform a backdated change on a policy when one or more future policy versions with an effective date later than the endorsement date exists and automatically apply the change on all future policy versions. External customers can use InsPolicyService:createOutOfSequencePolicyVersion to perform an out-of-sequence endorsement and InsPolicyService:getOutOfSequenceEndorsementStatus to retrieve the endorsement status.
Support Payment Schedule and Out-of-Sequence Transactions for Multi-Term Policies: You can now perform out-of-sequence transactions for multi-term policies and populate insurance policy payment schedules for these transactions. Customers can perform backdated transactions in past policy term. The changes are applied to future policy terms. Carriers can stay informed about the updated insurance policy payment schedules for these transactions.
Support Transaction and Payment Schedule Breakdown for Out-of-Sequence Endorsement: The InsPolicyService:createOutOfSequencePolicyVersion service now supports generating transaction breakdowns and payment schedule entry details for out-of-sequence transactions. Customers can see the premium, tax, and fee contribution from policy components and surcharges if defined at the root product level for out-of-sequence endorsement.
Surcharges for Auto Products: The Multi Auto insurance root product includes several surcharges set up to be calculated when quotes are created and policies are modified.
Claims Dashboards: Use dashboards to focus on open tasks and claims that need your attention so you can close them quickly.
Clone a Component's FlexCard: When you want to customize a component for the Vlocity Insurance Broker or Policyholder Experience site, the first task is to clone the component's FlexCard.
Commercial Application Overview: The Commercial Application provides a fully functional example of Commercial Auto, Essential Business and General Liability product models, rating procedures, and business processes for quoting, and issuing, policies.
Commercial Auto Overview: The Commercial line of business gives you a fully functional example of the Commercial Auto product models, rating procedures, and business processes for quoting and issuing policies.
Commercial Quote OmniScript: Commercial quoting is powered by the Commercial Quote OmniScript. It uses Rating Procedures, Integration Procedures, Omnistudio Data Mappers, LWCs, and FlexCards to create the guided flow.
Track Commissions: You can track commissions for agents and insurance products, and gain insight into commissions associated with each stage of the customer journey.
Commissions for Property and Casualty Application: You can now track commissions for agents and insurance products, and gain insight into commissions associated with each stage of the customer journey.
Create Commission Calculations: Automate complex commission calculations with Decision Matrices, Expression Sets, and Integration Procedures. Your commission schedules either reference these calculations or specify flat amounts or fixed rates.
Create Commission Schedules: Commission schedules define commission calculations and effective dates. You can create a bunch of commission schedules and have different ones in effect for different producers and insurance products, at different times.
Create Quote from Account: If you are a broker or an internal user who creates policies for others, then we have some great news for you! You can now quickly create an Auto, Marine or Property quote from the account page with just a few clicks. Read on to see how it works.
Create Quote from Account: If you are a broker or an internal user who creates policies for others, then we have some great news for you! You can now quickly create an Auto, Marine or Property quote from the account page with just a few clicks. Read on to see how it works.
Create Your Experience Site: To start using the templates provided in the unmanaged package, create an Experience site for your users.
Customize a Component: To customize an Experience component, you can make changes to the FlexCard for that component. Changes can include adding elements, making changes to the existing element, and removing elements.
Decision Matrices for Commissions: Decision Matrices give you a way to implement complex rules in a systematic, readable way. To calculate commissions based on something more complex than a fixed percentage rate, you start by setting up Decision Matrices.
insQuoteInsuredItems Lightning Web Component: The insQuoteInsuredItems component, called Vlocity Insurance Quote Insured Items in the Lightning App Builder, shows users all the insured items in a quote.
Insurance Account Actions Component: Quickly provide your Policyholder site users with links to common account management tasks with the Insurance Account Actions component.
Insurance Account Policy List Flyout: Users can click a link on the Insurance Account Insurance Policy List Component or the Insurance Account (Asset) Policy List Component component to see the contents of this component, which shows additional information about the price of the policy.
Insurance Account Record Header Component: This component shows brokers a snapshot of data about the account they're looking at. This info can help them contact the account holder and chat about the weather in their location as an icebreaker.
Insurance Articles Child Component: Show your Policyholder site users articles that they might find helpful and interesting with the Insurance Articles Child component. It's a child component that sits inside of the Insurance Articles container component.
Insurance Articles Component: Show your Policyholder site users interesting and relevant articles to help keep them up-to-date on the latest news about your company with the Insurance Articles Component.
Insurance Billing Description Child Component: Use the Insurance Billing Description Child component to show your Policyholder site users an overview of their billing information, and link them to additional information about their billing account. The Insurance Billing Description Child component sits inside of the Insurance Billing Description component container.
Insurance Billing Description Component: Show your Policyholder site users an overview of their billing information with the Insurance Billing Description component.
Insurance Billing Header Component: The Insurance Billing Header component displays a Billing info label and the policyholder's name for your Policyholder site users.
Insurance Billing Strategy Child Component: Provide your Policyholder site users with billing option strategies the help them manage their accounts with the Insurance Billing Strategy Child component. The Insurance Billing Strategy Child component sits inside of the Insurance Billing Description component.
Insurance Billing Transaction Component: Your Policyholder site users can view a summary of previous transactions on their account on the Insurance Billing Transactions component.
Insurance Footer Component: Provide your Policyholder site users with links to helpful resources with the Insurance Footer component. We have included placeholder links that you can replace with your own links.
Insurance Home Header Component: Welcome your user to their own personalized Policyholder site with the Insurance Home Header component.
Insurance Manage Policy Component: Quickly provide your Policyholder site users with links to common policy management tasks with the Insurance Manage Policy component.
Insurance Open Claims Component: Show your Policyholder site users a snapshot of their open claims, and link them to additional information about the claims with the Insurance Open Claims component.
Set Up User Access with Insurance Permission Sets: Permission set licenses extend the functionality of user licenses. With permission set licenses, you can assign more permissions to users than what their user license supports.
Insurance Policy Billing Child Component: Show your Policyholder Experience site users an overview of the amount due for their policies with the Insurance Policy Billing Child component. The Insurance Policy Billing Child component sits inside of the Insurance Billing Description Child component container.
Mobile Insurance Policy Header Component: Display the policy name and key policy data for your mobile Policyholder site users with the Mobile Insurance Policy Header Component.
Mobile Insurance Policy List Child Component: Display a list of insurance policies your mobile Policyholder site users have with the Mobile Insurance Policy List Child component. It's a child component that sits inside of the Mobile Insurance Policy List component container and displays information about policies the user has.
Mobile Insurance Policy List Component: Show your mobile Policyholder site users a list of insurance policies they have with the Mobile Insurance Policy List component. It's a container component that displays a label and a list of policies in the Mobile Insurance Policy List Child component.
Mobile Insurance Recent Activity Child Component: Show your mobile Policyholder site users a snapshot of their recent activity with the Mobile Insurance Recent Activity Child component. It's a child component that sits inside of the Mobile Insurance Recent Activity container component.
Mobile Insurance Recent Activity Component: Show your mobile Policyholder site users a snapshot of the recent activity on their policies with the Mobile Insurance Recent Activity component.
Take Action on Loss Payments: A claims adjuster can choose from a full slate of financial actions, from initial payments, through approval processes and payment issuance, to payment cancellations.
Taxes and Fees: Calculate applicable taxes on Vlocity Insurance quotes and policies, and applicable fees on Vlocity Health and Vlocity Insurance quotes and policies.
Terminate A Group Member: Cancel the policy and update the term premium for a group member and their dependents.
Terminate Policies at Any Time: Terminate policies of the primary members and dependents either individually or in bulk in the middle of a contract. Get notified when the termination is completed and receive a list of errors if termination couldn't be completed.
Terminate a Policy for a Single Member: Terminate policies of primary members and associated dependents individually in the middle of a contract. Get notified when the termination is completed and receive a list of errors if termination couldn't be completed.
Learn About the Digital Insurance Platform: The Digital Insurance Platform is built on top of Salesforce and provides components for policy administration, benefit administration, claims, and billing systems used by the insurance industry vertical.
The InsPolicy FSC-Vlocity Mapping Interface: The InsPolicy interface is a generic service interface that lets Vlocity policy services work with any policy data model, including the Salesforce FSC Insurance Policy data model.
Timeline Graphs Support One-to-Many Relationships: In previous releases, Timeline graphs supported only many-to-many relationships. Beginning with this release, Timeline graphs also support one-to-many relationships.
Track Claim Recoveries: Gain insight into claim recoveries and how pending and actual recoveries impact overall financial exposure. Maintain a complete history of each step of the recovery effort as team members pursue, accept, and seek additional recovery amounts.
Track Policies with Rolling Limits and Deductibles: Track policies that cap a benefit over rolling time periods. For example, set a limit of two cleanings every 12 months for dental coverage. You can use rolling 12-month limits and deductibles out of the box, and configure additional rolling time periods for any number of days or months. The amount that accumulates toward a limit or deductible on a current policy rolls over into the limit or deductible on a new policy version.
Track Reserves and Payments in Multiple Currencies: Claims adjusters can now specify currency denomination when they set reserves, enter new losses and expenses, and make payments. The system can then apply the appropriate exchange rates on payment dates.
Tracking Earned and Unearned Revenue: You can use Insurance for revenue recognition for insurance policies. Revenue recognition tracks revenue per-policy as follows:
Transaction Reversals: You can reverse transactions you make on insurance policies. Vlocity Insurance calculates the reversal and generates the transaction required to amend the policy.
Underwriting (Workflow) Rules: Underwriting (workflow) rules can help automate your business processes as quotes get issued as policies, when policies become eligible for mid-term adjustments (MTAs), when it's time to renew or cancel a policy, and for claims processing.
Uninstall the Insurance FSC Unmanaged Package: Uninstall the Insurance FSC Unmanaged Package so that you are ready to install future versions of this package when they are released.
Update Child Specs: Over time, you can tweak your child specs. After you make changes to the attributes and attribute values in a child spec, use the Push Attribute action to push those changes out to the instances of the child spec in other products.
Update the Flow to Call the Apex Class: Update the Send Email with Attachment To Policy Holder action in the Flow to call the Apex class to send an email with attachment to the policyholder when a case is closed.
Update the Process Insurance Proof Request Salesforce Flow for Service Catalog Requests: To trigger the Process Insurance Proof Request Salesforce flow only for updates in response to Service Catalog Requests, connect the SvcCatalogItemDefinitionID field to your Request Insurance Proof service process. Update the Start element in the cloned Process Insurance Proof Request Salesforce flow and add your Request Insurance Proof service process API name. When a case is created, a Service Catalog Request is created.
Upgrade Insurance: If you already use Insurance and you're ready to upgrade to a recent release, you're in the right place. Learn how to prepare and complete your upgrade so you can start using all the great features now available.
Upload and Manage Census Data for Group Benefits Quoting: New Lightning web components in the Salesforce data model show group members, dependents, and plan selections. Validation rules flag exceptions and team members can add and edit data all in one place. The hierarchical tree view helps brokers and insurance carrier administrators browse through large, detailed data sets more efficiently.
Upload Census Data for Group Benefits Enrollment: A new Lightning web component in the Salesforce data model shows group members, dependents, and plan selections. The hierarchical tree view helps brokers and insurance carrier administrators browse through large, detailed data sets more efficiently.
Upload Group Census Data: After a contract is in place, upload group benefits product enrollment data with census members and dependents.
Upload Group Census Data to a Quote: To incorporate census information into a Group Benefits quote, upload it. The group member and dependent data in the census is used to create accurate quotes.
Use a Data Mapper to Auto-Number a Census: You can also use an Omnistudio Data Mapper to auto-number census records so that they number sequentially, specific to the census object, by using a formula.
Use Add Item or Add Party on the Quote UI: After you create an OmniScript, extend Lightning web components, and set the Custom Attributes Process option on the Products page, a user can complete processes in the Quote UI.
Use Data Processing Engine Templates: The prebuilt data processing engine templates for insurance allow you to create datasets that improve sales and extend customer outreach.
Use External Data for Identity Verification: If the data required to verify a caller resides outside of Salesforce, configure the identity verification process to use data from an external source.
Use OmniScripts to Add and Modify Insured Items: Vlocity Insurance offers an out-of-the-box form your users can use to add and modify insured items on the Quote UI. However, this form isn't customizable. If you want to use your own styles or add functionality to these processes, you can create an OmniScript and hook up that OmniScript to the Quote UI.
Use Taxes and Fees in OmniScripts and Integration Procedures: You can create specific OmniScripts and Integration Procedures to calculate taxes, fees, or both--separate from quoting or policy flows. You can also add tax and fee calculations to quote and policy flows.
Use the Rating Date During Policy Lifecycle: Use the rating dates to determine the pricing procedures to apply during mid-term adjustments, renewals, and out-of-sequence endorsements. Insurance providers can use a date other than the effective date to calculate the insurance policy premium.
User Personas for Property & Casualty: We've defined users in the org so you can run through examples of each business process to see how it functions. Each user has access to one or more applications where they work.
Verify Identity: How you verify the identity of a caller depends on how your admin has configured the process.
Verify an Insurance Customer and Their Representative: Verify a customer's identity before processing their requests involving sensitive information, and store details about the interaction. If an engagement is about someone other than the customer, you can perform verification for both people.
Verify Omnistudio Settings: Enable Metadata and disable Managed Package Runtime settings to verify the Omnistudio configuration.
Verify Rating Input Mappings: After you map rating inputs to attributes, make sure input variables look right on the product spec.
Verify the Identities of Your Caller and Producer: Use the prebuilt Insurance: Verify Caller and Producer flow to verify the identity of unregistered callers based on the details they provide with the existing CRM data.
Verify the Identity of Your Insurance Customer: Use the prebuilt Insurance: Verify Caller Identity flow to verify the identity of inbound calling insurance members or authorized member representatives based on the details they provide against the existing CRM data.
Verify the Identity of Your Insurance Producer: To verify the identity of inbound-calling insurance brokers based on the details they provide with the existing CRM data, use the prebuilt Insurance: Verify Producer Identity flow.
View Claim Details: Show a consolidated view of all the claims of the customer in your Insurance Agent Console so that your customer service representatives can quickly view the details and assist members efficiently.
View Claims as a Policyholder: The claims detail page of the policyholder site gives policyholders a simple way to view claim details and policy terms standing, review recent claim activity, and upload documents needed to process the claim.
View Insurance Customer’s Engagement Timeline: Use the Engagement Timeline feature to get a chronological view of customer activity. View the past and upcoming interactions and related details. Create an engagement interaction when a member or member’s authorized representative contacts the customer service representative. The events help agents enhance information retrieval, understand the historical context, and have contextual and concise communication with customers and prospects.
View Policy Details: Show a consolidated view of all the policies of the customer in your Insurance Agent Console so that your customer service representatives can quickly view the details and assist members efficiently.
View Producer Commissions: As commissionable events occur, services calculate commissions and generate Producer Commission records. These show agents how much they’re earning as they issue quotes and close deals, and give insight into the commissions associated with each stage of the customer journey.
View Profile Card: Customer service representatives can view an insurance customer’s basic information on the Profile Card.
View the Rules Log: The Rules Log shows a history of product underwriting (workflow) and state transition rule runs. For underwriting (workflow) rules, the log shows the history of rules run on a quote, policy, or claim. For state transition rules, the log shows the history of rules run on any object.
View Transaction Breakdown for an Insurance Policy Transaction: We've enhanced the Insurance Transaction Management to generate the transaction breakdowns for different payment frequencies and payment methods (Modal, Daily) for these policy transactions:
Learn About Apex Triggers: A trigger is Apex code that runs before or after a specific data manipulation language (DML) event occurs, such as before the insertion or after the deletion of records in a database. Salesforce stores triggers as metadata. By modifying Salesforce custom settings, you can enable and disable Insurance Apex triggers as required by your implementation.
Apex Triggers for Insurance: A trigger is Apex code that runs before or after a specific data manipulation language (DML) event occurs, such as before the insertion or after the deletion of records in a database. Salesforce stores triggers as metadata. By modifying Salesforce custom settings, you can enable and disable Insurance Apex triggers as required by your implementation.
Insurance Industries Extension to Insurance Policy Object Model Mapping: Learn how fields in the Insurance Industries Extension object model correspond to fields in the Insurance Policy object model. Use these field mappings when you create scripts that move insurance policy data from one model to the other.
Insurance (Managed Package): Insurance (Managed Package) is a set of services, components, and data model objects that support policy administration, benefit administration, claims, and billing.
Insurance and Financial Services Data Model: The Insurance and Financial Services data model is a comprehensive data model designed to address the complexities and challenges faced by cloud-based insurance and financial services systems across insurance markets.
Prerequisite Tasks for Insurance: Insurance uses some Salesforce features that aren't enabled by default in a typical org. To ensure Insurance works correctly with Salesforce, complete certain tasks and verify certain settings before you install or upgrade Insurance packages.
Insurance Application for Auto Guide: The Insurance Application for Property & Casualty includes a fully functioning policy administration and claims system for multi-auto, multi-driver auto insurance.
Insurance Application for Auto Guide: The Insurance Application for Property & Casualty includes a fully functioning policy administration and claims system for multi-auto, multi-driver auto insurance.
Insurance Application for Watercraft Guide: The Insurance Application for Property & Casualty includes a fully functioning policy administration and claims system for marine insurance.
See Insurance in Action with the Insurance Application Suite: Want to get a jump on configuring Insurance to rate, quote, and sell insurance products, and administer sold policies? The Application Suite offers examples of fully built applications that can guide you as you plan your own implementations.
Insurance Billing: Insurance Billing can help you provide your customers, brokers, and agents with a seamless billing, statements, and payments experience.
Insurance Coverages: Vlocity uses the root product(s) as the basis for storing coverages and creating relationships between coverages, insured items, and root products in the quote data model.
Insurance Direct to Customer Quoting: Empower guest users and customers to create their own quotes whenever they want with Direct to Customer Quoting. Give your independent customers (and potential customers) the freedom to explore options on their own, and free up your agents and CSRs to help even more customers.
Manage Group Benefits: Group benefits are insurance plans offered to and covering a group of people, such as employees and their dependents. Manage these insurance offerings in a rapidly evolving marketplace with Group Benefits on the Digital Insurance Platform.
Insurance Insured Items: The insured item data in the quote gets pulled from the insured item specs associated with the root product that's been quoted.
Insurance Open Quoting Architecture: Use Insurance Open Quoting Architecture to seamlessly link your quoting processes with your external policy administration system.
Insurance Quote Details: The header information for a quote is populated by the InsQuoteService:createUpdateQuote service. You can see it in the Quote object's Details tab.
Insurance Quote Item Relationships Object: The Quote Item Relationships object is an object that holds the table that's used for many-to-many quote line item relationships only. It creates a structure that lets Vlocity store driver data only one time.
Insurance Quote Line Items: Quote line items are stored as separate objects that are associated with and linked to their associated quote object.
Insurance Quote Object Model: We've extended the Salesforce quote data model to store Insurance-specific data in quotes. When Insurance quoting uses the functionality of both Insurance and Salesforce to store all the data associated with that quote.
Insurance Quoting: To estimate how much a policy would cost, you use a quote. Create a quote by selecting products offered by the provider and using information supplied by the customer to calculate the estimate. The Insurance quoting solution brings everything you need right to your fingertips and does all of the heavy lifting for you.
Insurance Quoting Processes: You can build quoting processes for your users in two ways: Lightning web components and OmniScripts. Lightning web components make up the processes that your internal users can use to create quotes for your customers. Use OmniScripts to create processes to guide your external users (like customers and partners).
Insurance Summer '21 Release Notes: These release notes provide details about the changes in the Summer '21 release of Insurance. For a general description of changes, see the Release Overview below.
Insurance Summer '22 Release Notes: Take advantage of commercial lines with commercial quoting and policy management. Simplify renewal setup with dedicated services for seamless policy renewals. Manage claims more efficiently with improved workflows and user experiences. Route work to teams with claims routing and tracking enhancements. Get one unified data model for all carriers with the updated Group Insurance data model.
Vlocity InsuranceClaim__c to FSC Claim Harmonized Object Model Mapping: Learn how fields in the Vlocity managed package object model correspond to fields in the Salesforce object model. Use these field mappings when you create scripts that move claims data from one model to the other.
Vlocity Object to Group Benefits Standard Object Model Mapping: Learn how fields in the Vlocity Group Benefits object model correspond to fields in the Salesforce object model. Use these field mappings when you create scripts that move Group Benefits data from one model to the other.
Voluntary Benefits Application: Give your policyholders a brand new self-service site, enroll members in a new way, and much more in the Voluntary Benefits Application.
Voluntary Benefits Application: Offer add-on products to your policyholders when they enroll themselves in insurance plans, and empower your service agents with the new harmonized interaction console.
Watercraft Attribute Catalog: In this catalog, all attributes used for the Watercraft line of business are listed by Attribute Category. Each Attribute Category has its own table, which includes attribute codes and the product specs the attributes are used by.
Watercraft Product Model: The product model underpins all the business processes used in the Watercraft line of business. The name of this product model is Marine.
Watercraft Quote OmniScript: Look under the hood of the Watercraft quote process with details of the quote OmniScript.
Watercraft Quote UI: Follow a user-friendly workflow and create a quote from the Lex console, which is built with Lightning Web Components.
Watercraft Rating: When we quote and endorse the Marine product, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages, vessels, and total premium. The service does the following to price the product:
How to Harmonize: Before you make the switch to the Salesforce data model, analyze and prepare your org. Recreate custom data, run migration scripts, and update reports and dashboards. These tasks bring your org into harmony with the new data model.
What You Can Harmonize: You can harmonize Insurance Policy, Claim, and Group Benefits objects.
What's in Auto Quote OmniScript: The Auto Quote is LWC Enabled. It's built using LWCs you can learn about in.Insurance Lightning Web Component UI Development Kit
What's In Issue Policy OmniScript: In the OmniScript Designer, the Issue Policy OmniScript has steps to get quote and payment information, to set payment, and to update status.
When to Harmonize: It's your choice to harmonize or not to harmonize, and when to do it. We have different recommendations based on whether you're a new or existing customer.
Insurance Winter '23 Release Notes: Boost quote turnaround and simplify insurance policy administration with enhanced rules and simplified rating sets for coverages and insured items. New Lightning web components streamline Group Benefits quoting and enrollment processes. New services and objects support claim recovery and workers' compensation management.
Insurance Winter '24 Release Notes: Simplify large group quoting and enrollment workflows with new and enhanced Lightning web components. Leverage the flexibility to enroll new hires or terminate policies throughout the contract term. Calculate and view employee and employer contributions during bulk and new hire enrollment. Quickly create relationship graphs for Insurance customers with the help of templates.
Insurance Winter ‘25 Release Notes: Easily copy custom fields from canceled to new policy versions by using the enhanced InsPolicyService:createOutOfSequencePolicyVersion. Offer more flexible insurance policies with durations shorter than a year to meet diverse customer needs. Boost and streamline your customer experience with the Request Insurance Proof service process. Use Einstein Summary to quickly summarize account and claim records to help your customer service representatives work more efficiently.
Work With Claims Financials: Claims adjusters can get a quick overview of claims and related tasks, and then dive into the management of individual claims.
Work With the Claims Adjuster Workbench: With a cohesive view of coverages, claim participants, claim history, and financial data, claims adjusters can assess and adjudicate claims.
Workers Compensation Attribute Catalog: We've listed all the attributes used in the Workers Compensation application here by the category they fall under.
Workers Compensation Overview: The Commercial line of business gives you a fully functional example of the Workers Compensation product models, rating procedures, and business processes for quoting.
Workers Compensation Product for Commercial Insurance: The Commercial line of business now comes with a fully functional example of the Workers Compensation product models, rating procedures, and business processes for quoting.
Workers Compensation Product Model: To understand how the Workers Compensation application works, you need to figure out how the General Liability product is built.
Workers Compensation Rating: When we quote and endorse the Workers Compensation product, our pricing services use the product model data, product rating procedure, and pricing formulas. The services use these components to price the coverages. The services do the following:
Workers Compensation Rating Procedure: A rating is a risk-based calculation of a premium based on a set of input characteristics. We use rating procedures to price insurance products and health plans. You'll set up, map, and implement rating procedures for all your products and plans.
WorkersCompensationNCCI Calculation Procedure: The WorkersCompensationNCCI calculation procedure includes variables, constants, and calculation steps. Some of those calculation steps are matrix lookups that call specific calculation matrices.
Workflow for Creating Child Specs with Attributes: After you weigh different options and decide on a plan for child specs, their attributes, and which child specs go with each root product, you're ready to build your child specs.
Workflow (Underwriting) Rules for the Multi Auto Product Model: Multi Auto includes several workflow (underwriting) rules. These get run towards the end of the quoting process by the InsQuoteService:invokeProductRules service. This service is called by an integration procedure in the Auto quote OmniScript and by the Lightning Web Component in the Quote UI.
Your Agent Component: Your Policyholder site users can view details and contact their agent from the Your Agent component.
Insured Item: Vehicle: The Insured Item Spec is the spec for vehicles to be insured.
Insured Party: Driver: The insured party spec represents drivers for an auto insurance product. It's a child of the Insured Item spec.
Design a Request Intake Form: Add an Omniscript or Screen Flow to collect the information required to resolve or fulfill a service catalog request. Generate a form or attach an existing form to a service process.
Integrate Service Processes with Action Launcher: Help your contact center agents (CCAs) to search for and launch service processes instantly through Action Launcher. Service processes use OmniScripts and flows to provide a smooth and effortless customer service experience to CCAs.
Intelligent Document Reader: Enhance the efficiency of your data management processes and reduce the need for manual document handling by using the Intelligent Document Reader. Using optical character recognition (OCR) technology powered by Amazon Textract, Intelligent Document Reader extracts information from documents and quickly integrates it into Salesforce records, improving accuracy and resource utilization.
Sample Flow to Extract and Store Text in Records: Create a flow in Flow Builder by using Intelligent Document Reader Flow actions to extract text from uploaded documents or content document IDs. Get the active OCR template details, and then use Apex to create records for storing the extracted text.
Configure Global Content Extraction Settings: Configure the maximum number of pages that can be extracted at a time and the confidence score threshold. Enable Amazon Textract Analyze ID to extract information from identity documents. Enable Amazon Textract Tables to extract information from tables. Enable Amazon Textract Queries to extract information using natural language queries.
Create Document Types: Create document types for each type of document that you want to extract information from. For example, if you want to extract information from identity documents, create a document type that can be used for all identity documents.
Create Templates for Document Types: Create a template for each document type. Then, specify the objects and the object record types where you want to store the information extracted from the uploaded documents.
Intelligent Document Reader Editions: Review the supported products and editions for Intelligent Document Reader, which requires the Intelligent Document Reader add-on.
Learn and Explore Intelligent Document Reader: Learn how Intelligent Document Reader supports industry processes and practices, and use the available features for your business requirements.
Map Document Fields to Object and Record Type Fields: Intelligent Document Reader extracts data from the incoming document and stores them in document fields. Select an object and an associated record type to store the extracted data and then map document fields to the fields of the selected object and record type.
View and Manage Your Extracted Document: In the template page, the extracted document appears as a thumbnail with the extraction status details. The auto-extracted fields appear in the Document Fields column. You can change the view of the extracted document pages, and navigate across documents and pages of documents.
Create and Configure an AWS Account for Intelligent Document Reader: Intelligent Document Reader uses the Amazon Web Services Textract API for document data extraction. Before configuring Intelligent Document Reader, create an AWS account, set up an Identity and Access Management (or IAM) user, and assign Amazon Textract permissions.
Einstein Relationship Insights: Explore interconnected relationships between people and companies on the web. Einstein Relationship Insights helps discover critical relationships by exploring disparate data sources, from unstructured web pages, and structured information like Salesforce records. Use these insights to prioritize contacts and accounts, enrich leads, and accelerate productivity of your sales team. With evidence documents that explain the relationship, sales teams can target the right people and companies, source more opportunities, and close deals.
Invocable Actions: You can invoke decision matrices and expression sets—the Business Rules Engine components—by using Apex or REST API.
Billing Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of billing concepts and helps them navigate the Billing landscape.
Invoke a Decision Matrix in a Flow: After a decision matrix is activated, invoke the decision matrix in a flow to provide outcomes and use the outcomes in the flow.
Invoke an Expression Set in a Flow: After an expression set version is activated, invoke the version in a flow to run the rules configured in the expression set and return the outcomes to the flow.
Invoke an Expression Set That Uses Decision Explainer from a Flow: After an expression set version that has decision explanations enabled is activated, call the expression set that the version belongs to from a flow. To capture action logs for the expression set runs, specify values for the autogenerated __actionContextCode and __specName parameters in the flow.
Call a Lookup Table from an Integration Procedure: To call a lookup table from an Integration Procedure, and return the specified matrix’s results to the Integration Procedure, use the Decision Matrix Action.
Call a Lookup Table from an Omniscript: To call a lookup table that has at least one active version from an Omniscript, and to return the specified matrix’s results to the Omniscript, use the Decision Matrix Action.
Call an Expression Set from an Integration Procedure: To call an expression set from an Integration Procedure, and return the specified expression set’s results to the Integration Procedure, use the Expression Set Action.
Call an Expression Set from an Omniscript: To call an expression set that has at least one active version from an Omniscript, and to return the specified expression set’s results to the Omniscript, use the Expression Set Action.
Orchestration Items are Stuck in the Ready State: Orchestration items, such as auto tasks or callouts, can get stuck if any jobs with the OrchestrationEventHandler class are in a failed state and showing exceptions.
Orchestration Plan Is Not Visible: Sometimes an orchestration plan doesn't appear, even when the record exists, because some a definition of an orchestration item within the plan has been deleted.
Order Management Design and Implementation Best Practices: When designing your Industries Order Management setup, or when troubleshooting a mature setup, consider the practices suggested on this page. These practices aren't strictly required, but are generally good ideas. If you already have a mature design that's working well, then you might not need these tips.
Run a Background Job to Fix Stuck Orchestration Plans: In rare cases, an orchestration plan has completed all its tasks, but is still in the In Progress state. You can run a background job that marks such plans as complete.
Troubleshooting Order Management Heap Size Issues: When submitting an order, a System.LimitException: Apex heap size too large error indicates that a transaction has exceeded Salesforce governor limits for memory, causing the order to fail before it reaches the orchestration or fulfillment stage. In Industries Order Management, these heap spikes typically occur during the Decomposition or Orchestration Plan Composition stages as the system processes large record volumes or complex attributes. These transactions are strictly subject to a 6 MB limit for synchronous processes and a 12 MB limit for asynchronous processes.
Unable to Obtain Exclusive Access During Order Submission: When multiple orders in the same account are submitted in parallel, they sometimes try to access the same parent records. They can't all access those records at the same time.
Unable to Obtain Exclusive Access to FulfilmentRequest records: When a swim lane finishes, its associated FulfilmentRequest, OrderItem, and FulfilmentRequestLine records are activated. If multiple Orchestration items finish near the same time, they sometimes try to activate the same FulfilmentRequest records, and run into this exception.
Schedule Planned Cycle Counts for Inventories: As part of sales ops, you’re responsible for scheduling regular cycle counts for inventories. These cycle counts help reduce discrepancies between your records and actual inventory numbers, which in turn reduces product write-off costs and makes sure your reps have fewer surprises during their visits.
Schedule Ad Hoc Cycle Counts: When you have a high value visit coming up, you typically want to verify that inventory’s accurate. But if don't have the time to wait until the next planned cycle count comes around, you can always schedule ad hoc cycle counts from the Cycle Counts page on the mobile app.
Schedule Visits for Product Orders: When you receive a product order from a provider, create a surgical case visit for it and assign a sales rep to fulfill that visit. You can schedule visits from the Intelligent Sales home page on the desktop app.
Schedule Visits on the Go: Schedule a surgical case visit while you’re on the road from the My Visits page of the mobile app.
Perform Visits with the Mobile App: After you reach the account location, start the visit from your mobile app, complete the tasks listed in the action plan, and end the visit.
Use Intelligent Sales: Intelligent Sales helps organizations that produce and sell medical devices to make their sales and inventory management processes more efficient. Sales ops teams can use the desktop app to schedule surgical case visits and cycle counts for their sales reps in the field. Sales reps can use the mobile app to schedule and perform their own surgical case visits and cycle counts.
Introduction to the Intelligent Sales Mobile App: The Intelligent Sales mobile app provides all the power of the desktop app on the go. Schedule and execute visits, and view important details about inventory projections, product transfers, and more—all from your mobile phone.
Perform Cycle Counts with the Mobile App: Complete the cycle counts assigned to you using Intelligent Sales on the Salesforce mobile app. The Cycle Counts page shows your assigned counts. And you don’t have to worry about looking up the latest expected numbers for your products because Intelligent Sales automatically pulls in all that data for you.
Make Up for Shortfalls with Product Transfers: Let’s say that you notice a product shortfall for one of the visits you’ve scheduled. You can request someone within the range of 50 miles (80.47 km) to 5000 miles (8047 km) to transfer some inventory to make up for the shortfall.
Receive Products from Transfer Requests: After a fellow rep accepts your product transfer request, you receive the inventory from them and close the transfer request.
The Typical Day of a Sales Ops Person Using Intelligent Sales: As a part of sales operations, you’re typically involved in supporting your sales reps so that they can perform at their best for your organization. You schedule visits for them based on the product orders your organization receives. You keep a close eye on inventories and if you see that a rep doesn’t have enough products for a visit, you arrange for a product transfer from a nearby inventory or another rep. And as part of the regular business operations at your organization, you also schedule planned cycle counts for your reps and their inventories.
The Typical Day of a Sales Rep Using Intelligent Sales: As a sales rep, you’re mostly on the road, moving product for your organization. Because of your highly mobile work situation, you use Intelligent Sales on a mobile device. Your primary responsibilities are performing surgical case visits and the occasional cycle count. If you don’t have enough products for a visit, you request for a product transfer from someone nearby.
Shortfall Projections: View shortfall projections for products that are part of the visits you’ve scheduled on the Intelligent Sales home page on the desktop app. If you’re on the mobile app, these projections are on the My Products page.
Know Your Rating Procedures: Understanding the distinctions between Default Rating Procedure and Negotiable Rating Procedure is key to optimizing your billing processes in Salesforce. Each procedure caters to different scenarios, from straightforward volume-based pricing to complex, usage-driven negotiations.
Care Management (Managed Package Feature): A care plan gives the healthcare team a history of the patient and the progress or challenges related to their health. Care plans can have any number of problems, goals, and tasks that you can track from the person's tab in the console. You can also manage the associated team of professional and personal caregivers from a care plan.
Set Up Care Programs: Maximize the impact of your care programs with enrollment and management tools to help drive adherence and improve outcomes. Care programs can cover services such as patient outreach, access to medications, access to care, financial assistance, or remote monitoring.
Claims Management (Managed Package Feature): The claims data model makes externally sourced claims data available as external objects, so users can answer queries from providers and members without using multiple screens or applications. The Claims data model uses external objects, allowing Salesforce to connect to the claims source system only as needed, via OData callouts.
Customize the Health Cloud Console (Managed Package Feature): We’ve built the Health Cloud console to be a powerful tool that you can tailor to fit how your organization manages people and the activities related to their care. From translating labels, using your own timeline icons, or changing fields in the patient card, you have the flexibility to make the console work the way your users work. Although not every component of a managed package is customizable, you can edit the key components to make your instance of Health Cloud fit your users' needs.
Set Up Intelligent Sales: Maximize productivity for your sales teams by giving them the tools required to efficiently plan and execute their surgical case visits and cycle counts. Give your teams valuable insight into field inventory and impacted revenue, with visits-based product availability projections.
Provider Network Management: Find and manage provider partners and support efficient recruiting, credentialing, contracting, and self-service within a single cloud platform.
Social Determinants of Health: Give your users a holistic understanding of patients and members, so that they can provide more personalized care and support. Social workers and case managers capture critical social and environmental factors like homelessness and low income as barriers and related social determinants. With social determinants of health, they can create intervention tasks to address barriers and help mitigate avoidable adverse health events for patients and members.
Provide Patient and Member Insights with Analytics: CRM Analytics for Health Cloud gives you a complete view of your data to help you deliver connected, one-to-one patient or member care. Use business insights from CRM Analytics apps to drive intelligent patient engagement, improve care effectiveness, and identify and manage risk throughout your patient and member population.
Utilization Management: Give your users the tools to collaborate seamlessly when they submit, assign, or process requests for coverage requirements discovery (CRD), documentation templates and rules (DTR), and prior authorization support (PAS). Utilization Management makes it easier for provider and payer organizations to gather member and clinical data, streamline request reviews, and evaluate requests for medical necessity.
Launch Actions: Complete your work quickly by launching actions easily from the Action Launcher component.
Launch Behavior of Actions: The launch behavior of actions depends on the action that you launch from Action Launcher.
Launch Service Processes: Efficiently assist customers by quickly launching service processes from Action Launcher.
Learn About Communications, Media, and Energy & Utilities Managed Package: Simplify the quote-to-order process, speed up time to market, manage products and promotions efficiently, and boost operational efficiency across your value chain. Use the CME Managed Package to meet customer demands and keep operations running smoothly through digital transformation, cost-cutting, and innovation.
Learn About Scoring Framework: Understand key terms and considerations related to Scoring Framework. Explore the common business use cases supported by Scoring Framework for multiple Industries clouds.
Limitations for Exporting Matrix Versions to DMN Files: Decision matrix versions can be exported to Decision Model Notation (DMN) files from the Business Rules Engine app or by using Connect REST API. Before you attempt to export a matrix version, review these limitations.
Link a Visit Type to a Care Specialty: For provider scheduling, create a work type care specialty record to link a visit type to a care specialty. When a scheduler selects a visit type in the Intelligent Appointment Management console to schedule an appointment, the linked care specialty is auto-selected in the console.
Enable and Set Up List Builder for Data Cloud Segment: To create actionable lists from Data Cloud segments, first enable Data Cloud as a data source in Setup. Then add the tab to user profiles and customize user notifications.
Limitations of List Builder for Data Cloud Segment: Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
Work with Actionable Lists Created from Data Cloud: Set priority, assign OmniScripts for guided interactions, and assign actionable lists to sales or service reps to engage with prospects, including existing customers.
List Variables in Expression Sets and Subexpressions: With the integration of Context Service with Business Rules Engine, you can use attribute tags from context definitions as list variables in expression sets and subexpressions. An expression set or subexpression is context-aware if it is related to a context definition. When you create an expression set, select a context definition that’s available in your Salesforce org to associate the definition with the expression set. When you open a version of the expression set in Expression Set Builder, you see the context’s tags as list variables in the Resources list in the builder.
Prerequisites: Create the Displays custom card in Your Day cockpit.
Load Selected Display: To load the display details, configure a master-detail action type in the process contract.
Localize the Display Card: To improve accessibility within the Consumer Goods Cloud offline mobile app and the desktop app, update the language settings and change the language in the display card. Localize the mobile app and the desktop app in your preferred language. You can also localize the date and number format, translate data such as activity details, and manage the picklist values in your preferred language. Here, we’re changing the language to German.
Localize Display Card Labels: To update language for the mobile app labels to German, change the language setting in the Consumer Goods Cloud offline mobile app and add the DE locale file in the VS code modeler.
Localize Display Card Data: After you update the mobile app labels, translate data such as activity details to German..
Lookup Tables: When to Use Which: Business Rules Engine has two types of lookup tables—decision matrices and decision tables. To help you decide which type to use for your business requirements, let’s look at the similarities and differences in them.
Account Address: Account Address helps manage addresses for diverse accounts like healthcare professionals (HCPs) and organizations (HCOs). Accurate address tracking and grouping are important for effective engagement, compliance, logistics, and data integrity. Accounts often have multiple addresses for different purposes (for example billing, shipping). Sales reps use this to tailor outreach, ensuring targeted deliveries and optimized efficiency.
Add an Address for an Account: Create and manage multiple addresses for an account, and mark one as the primary address to centralize communications. Keeping addresses organized makes your user engagement more effective.
Batch Jobs for Account Address: Account Address batch jobs are designed to process large volumes of records and help you overcome the governor limits faced by trigger handlers.
Configure Addresses for an Account: Configure how account addresses appear in the accounts list view by using Admin Console. This configuration defines the display format for Contact Point Addresses and Sample Management Addresses, enhancing their visibility for users in critical areas such as the Ship To field on a Sample Order. Optimized address views aid sales representatives in quickly identifying important account locations for better engagement and streamlined workflows.
Configure Provider Territory Fields Information on Account Pages: Help sales reps access and manage their assigned provider accounts in the context of the territories that the providers operate in. Customize the provider's account page to show territory-specific information in the account’s dashboard.
Configure Search-Before-Create for Contact Point Addresses: To help users check for duplicate contact point addresses before creating new business or person accounts, configure Search-Before-Create (SBC) for the Account and Person Account page layouts.
Custom Formula Fields for Account Address: Configure how addresses are shown across the Life Sciences Commercial app by creating custom formula fields. Use the custom fields for both Contact Point Addresses and Sample Management Addresses. For example, Sample Management Addresses appear when you create a sample order or sample transfer. You can apply this custom field usage across the entire organization or for individual profiles.
Manage Best Times for an Account Address: View and modify preferred contact times, unavailable times, and required appointment times for an account’s contact point address.
Set Up Best Time for Account Address: Customize the Best Time feature to help sales reps identify the optimal times for contacting healthcare providers (HCPs) at their addresses.
Set Up Account Management Features: Manage your relationships with healthcare organizations (HCOs) and healthcare professionals (HCPs). Gain a comprehensive view of HCPs and HCOs, including their contact and social network details, specialties, affiliations, business licenses, ratings, as well as territory and product, and team-specific details.
Get a Quick Snapshot of an Account: Instead of navigating to multiple records to get information about a provider, view all the details in one place on your iPad. Go to the Provider Card to check whether a provider is a target account, a speaker, or a key opinion leader, and verify the provider’s eligibility for receiving sample orders. View the provider’s specialty areas, and check the preferred addresses and contact times. Stay on top of your communications by viewing information about your last interaction and upcoming visits.
View a Smart Summary of an Account: Stay up to date and ready for provider visits with Einstein-generated summaries of an account’s key details and the latest updates.
View Agent Generated Summary of an Account: Prepare for visits and boost customer engagement with Agentforce-powered account summaries. Use natual language utterances to interact with agents, and get real-time, data-driven insights that are tailored based on persona. Access the summaries faster without drilling into individual Account records, by viewing them in the Agent window from anywhere on the web and on the iPad.
Coordinating with Account Teams Across Territories: Sales reps, account managers, contact center agents, and medical team members are often assigned to different territories. To improve collaboration, users can share each other’s roles, departments, and contact information, all from the Account Teams account record page. You can set up an account team using business accounts or person accounts.
Create an Account Team: Let team members view details of all the collaborators of an account across different territories. Choose which fields to display to the account team.
Configure a Provider Card: To capture the record details that you want to show in the provider card, define the relationships between the account-related objects in an actionable relationship center (ARC) graph. Get started by using the Provider Card template, which includes a customizable graph with nodes related to commonly used objects. You can also create a graph from scratch.
Customizing a Provider Card: Explore the different ways in which you can showcase your account’s information by configuring pills, repeaters, or a combination of both. Configure pills to display information only when it’s available. Also, customize the information displayed within a repeater by configuring pills or text blocks. Choose to display the card’s sections, elements, and items by configuring the visibility criteria for each component. Make sure your users always have the relevant information at hand by configuring the visibility conditions to dynamically display data from preferred sources or alternate sources if the preferred source isn’t populated.
Display Multiple Object Fields in a Provider Card: A repeater displays individual field details of a node object in the same element in the form of a pill or a text block. For example, configure multiple fields of the Healthcare Provider Specialty, such as Specialty Name, Specialty Role, Effective From, Effective To, and so on.
Provider Cards for Life Sciences: Provider Cards in Life Sciences Cloud consolidates an account’s information that’s scattered across various objects and fields, such as the provider’s locations and specialties and the user’s scheduled visits, and displays it all in a one place on the mobile. You can choose which records to show in the card. To create provider cards, you can use the predefined template or create them from scratch.
Show Preferred and Alternate Fields in a Provider Card by Using Visibility Conditions: Configure a provider card to dynamically show data from alternative sources when a preferred field isn’t populated. For example, make the Healthcare Provider object’s Provider Type field your preference, but if the field isn’t populated, the card dynamically shows your selected alternate field source, such as the Specialty Role field in the Healthcare Provider Specialty.
ARC Components for Provider Card: Provider Cards help you get a head start on configuring cards by providing a provider-specific template and a builder where you can choose how you want to render the card interface at run-time.
Account Merge: Merge duplicate accounts to create a single, accurate view of customer data. This brings consistency, and improves business decisions and customer satisfaction.
Configure Manual Account Merge: Let your users manually merge two accounts by adding the Account Merge quick action to account record pages. First, create the Account Merge action, and then add it to the Account page layout.
Merge Two Accounts Manually: Combine two duplicate account records from the account record page. Select a consolidated (winner) account, choose which field values to keep from each record, and merge them into a single, unified record.
Merge Multiple Accounts by Using Connect APIs: The Account Merge feature provides Connect APIs to merge customer accounts in real time. You can integrate these APIs with any Salesforce capability or an external application to automate your merge processes.
Merge Multiple Accounts by Using a Batch Job: Use the Merge Account batch job to efficiently merge multiple accounts at once. This job retrieves all merge request records in Requested status and merges the corresponding accounts.
Refine Account Search Results by Using Advanced Search Criteria: Enhance your search experience with advanced criteria such as account type and licenses when Search Outside Territory is insufficient for finding specific accounts. Perform targeted, attribute-based searches to locate accounts in Salesforce and in external systems.
Configure Advanced Search and Search Result Pages: Configure the field sets and settings that control the Advanced Search page, where users search for existing accounts before creating an account. Field set mappings define the fields used for search criteria and results by record type. General settings control related options, including external search results, contact point address sorting, and the field sets used for business license search and for affiliation and specialty details. You can apply these configurations at the org and profile level.
Configure External Search: Customize the behavior of external search functionality for users. You can configure these settings at the org and user levels.
Create an Account: Maintain an accurate and up-to-date collection of various accounts by creating an account for new customers. Add information related to the account that enables further communication with the account owner. You can also add affiliation and specialty records for the account.
Customize Account Search Preferences: Customize the appearance and behavior of account search options available to users by configuring settings in the Admin Console. You can do this at the org and profile level.
Define Sharing Settings for Account Search: Ensure the automatic update of searchable HCP data in the batch job runs successfully by configuring the Care Specialty object’s sharing settings.
Enable Advanced Search for Accounts: Enable users to search for matching accounts before creating a new record on the standard Accounts tab. This prevents the creation of duplicate account records.
Set up External Search by Using Built-In MuleSoft Integration: Integrate Life Sciences Cloud with configured external data sources, such as an MDM or IQVIA’s OneKey, to extend account searches beyond Salesforce. This integration helps sales reps find and add accounts that aren't yet available in Salesforce.
Create an Integration Definition: Use integration definitions to quickly set up integrations with different external endpoints by using a low-code interface. Create integration definitions for Apex classes used to integrate with third-party systems.
Relevance Based Account Search for iPad Users: Learn more about the key characteristics of the Relevance-Based Account Search. This enhanced Account Search feature is only available on the iPad, in offline, standard search mode.
Search for Accounts and Align Accounts with Your Territory: Locate accounts in Salesforce outside your territory using account-related keywords. Expand the search outside Salesforce to include accounts from external sources such as an MDM or IQVIA OneKey database.
Relevance Based Account Search on the iPad: Help users run an enhanced Account Search to find accurate, precise, and relevant results. Configure field sets with which you want users to run the search on the mobile. You can configure and add custom fields, such as custom IDs, to the field sets for account, healthcare provider, provider account territory info, and contact point addresses. Then, configure the field sets in the Account Management admin console settings. Users find the matching fields using dynamic filters that identify the category the field belongs to.
Account Search: Customize how users find and manage accounts by configuring various settings in the Admin Console. You can define search criteria and results and adjust the appearance and behavior of search options. You can manage this setup at both the org and profile levels, and further refine it by record type.
Configure User-Specific Country Settings: Narrow the account search scope by configuring the user-specific country settings. Define countries accessible by a user, and designate a country preferred by the user for specific interactions.
Account Summarization: Prepare for more efficient and smoother customer interactions with the highly customizable Account Summarization solution. Help users save the time that’s lost while switching between tabs to find the latest and most relevant information about an account before any customer interaction. Provide contextual information about provider accounts in a territory, including key account details and updates made to the account and the account’s related records since the user’s last interaction with the account. Help users access account summaries on the web and on mobile devices, even when the user is offline.
Agentforce for Account Summarization: Optimize visit-planning measures and improve provider engagement by leveraging the power of AI-generated summarization. Get real-time, data-driven insights and contextual information about an account's latest updates, historical interactions, and related records, tailored for the current user's assigned territory. Use natural language utterances to interact with persona-based agents in the intuitive and conversational Agent window to easily get account summaries on the go, on the web and on the iPad.
Configure History Tracking for Account Summarization: Account Summarization informs sales reps of the latest changes in a provider account since their last interaction. Choose which fields to include in the information summary.
Customize the Batch Job for Summarizing Provider Accounts: The Summarize Provider Accounts batch job summarizes the active provider accounts in bulk at regular intervals. Customize the batch size, criteria, and retry count and interval.
Create a Custom Prompt Template for Account Summarization: Configure a custom prompt template to modify the summarization guidelines, add input data, and update the categorization details. When you modify the objects and fields in the cross-object graph, you must update the prompt to summarize the details of the objects and fields you added.
Account Summarization Customizations: Achieve more personalized solutions that cater to the unique needs of your organization by customizing each component of the Account Summarization capability.
Customize How and When an Account Summary is Generated: Customize the Generate Provider Account Territory Summary flow to fetch records of objects other than the Account object. Choose when to capture summary changes.
Account Summarization Data Setup: Account Summarization relies on data set up in your org. Review these prerequisites before setting up Account Summarization.
Create a Cross-Object Graph for Account Summarization: A cross-object graph represents a set of objects and the relationship between the objects. In Account Summarization, the Account object is the root node in the graph. The Account Summarization graph template references the objects related to the provider's account. You can configure graphs for different profiles by customizing the related objects and fields. You can also create a graph from scratch.
Permissions and Admin Settings for Account Summarization: Make sure your admins and users have the right permissions and licenses to access the Account Summarization solution. Enable the admin settings that grant access to Einstein Generative AI and Cross-Object Field History settings.
Account Summarization Workflow: Account Summarization helps sales reps stay informed and prepared for provider visits with agent-generated summaries of the latest changes that have taken place in account since the user’s last interaction with the account. The agent-generated summaries are available on both on the web and in the mobile, and supports both online and offline viewing in the mobile.
Adjust the Goals for Your Activity Plans: Prepare for unexpected changes and real-world challenges in reaching your activity goals. Modify the goal measures for existing activity types, set goal measures for additional activity types, and remove accounts from activity plans, based on your requirements.
Activity Plan Adjustments: Provide sales representatives and other users with the flexibility to modify their activity plan goals and goal measures as required. Users can track activity types for accounts that aren't in the plan or track additional activity types for accounts that are already in the plan. Also, users can update goal measures and remove accounts from a plan. You can adjust activity plans from the web and the iPad.
Activity Plan Admin Console Configurations: To help Activity Plan admins define plans without hassle, configure provider activity measure types and batch-related settings.
Approve and Activate Provider Activity Goals: As an activity plan administrator, you have the final say on the provider activity goals defined for your sales representatives. Review the goals proposed by your representatives and managers, make modifications as required, and then approve and activate the plan. Make sure that you activate only one activity plan of type Account Goal for each territory at a time.
Batch Jobs for Activity Plans: Batch jobs are automated processes designed to update and manage multiple activity plan records efficiently. Save time, reduce the risk of manual errors, and maintain the integrity and reliability of activity plan data with these jobs. Make sure that all relevant records are updated consistently and accurately by either triggering a job immediately or scheduling it for later.
Create Activity Plans by Cloning a Previous Plan: Instead of building activity plans manually at the start of every time period, reuse an existing plan. Copy the source plan's goals, goal measures, and goal measure products into new plans for your chosen territories.
Add the Activity Plan Lightning Component to the Account Record Page: Embed performance metrics directly into your standard Account record page to provide sales teams with a contextual view of account goals and product-specific progress. Standardize this data-rich layout across your organization to ensure a consistent view of performance on every account. Users can also apply various filters to see the actual and potential goal completion rates.
Add the Plan Edit Screen Component to the Activity Plan Record Page: Embed the plan edit screen into your Activity Plan record page to review and adjust a plan's goals from one place, without opening each goal measure record. Users can also sync associated accounts to match the current territory alignment.
Add a Tab for Activity Plan Reviews: Streamline the activity plan review cycle and help your users easily review the plan by creating a centralized, dedicated tab in the Life Sciences Commercial app or the Life Sciences Cloud mobile app. Grant access to the appropriate user profiles to make sure that this tab is visible only to your sales teams. Sales representatives can view, review, and request changes in the activity plans, while managers can view, approve, and update the activity plans, all from one place. Set up the tab on the mobile app so your sales teams can review and submit plans on the go. The Field Review phase is optional. If you decide not to allow it, you can manually set the status of the plan cycles to Approved.
Edit Goals for an Activity Plan: Update an activity plan's goals from one place instead of opening each goal measure record separately. Change goal values for multiple accounts at once, delete goals that are no longer needed, and sync associated accounts to match the current territory alignment.
Activity Plan Glossary: Before you dive into the configurations for activity plans, familiarize yourself with the feature's nomenclature. Learn about the terms that are commonly used to describe activity plans, including the terminology used throughout the feature's lifecycle, from the initial setup and goal definition to the final execution.
Activity Plan Home Page: The home page of the Life Sciences Commercial app gives sales representatives and managers a data-rich view of their activity plan goals. The embedded Activity Plan component pairs a high-level goal summary with a granular, product-by-product performance view, set as the default experience to surface strategic goals. Apply filters to compare actual and potential goal completion rates.
Activity Plans: Manage and run omni-channel cycle plans and call plans by defining specific strategies for the field representatives’ interactions with healthcare professionals. Use Activity Plans to set targets by object type such as an event, meeting, or email, and measure outcomes to incentivize field representatives to achieve those targets. The entire process follows a structured workflow involving different user roles to create, review, and implement plans effectively.
Get Your Org Ready for Activity Plans: Before you set up Activity Plans in Life Sciences Cloud, make sure that you have the required user profiles, licenses, and permission sets.
Prepare for Activity Plan Adjustments: Help users request for activity plan adjustments by setting up the relevant records and picklist values for creating adjustments. Configure a quick action button to create activity plan adjustments requests.
Activity Plan Process Checklist: Setting up Activity Plans for your organization involves multiple steps, such as defining clear objectives for the field reps, tracking their progress, and making the necessary adjustments to maximize impact. Follow this checklist for a smoother implementation of Activity Plans for your organization.
Activity Plan Review: Activity plans offer extended capabilities, such as Activity Plan Review. Find out more about the Activity Plan Review lifecycle conducted by employees (field reps), managers, and admins.
Set Up Batch Size and Calculations for Activity Plans: Configure operational settings such as the size of batch jobs that govern your entire Activity Plan management. Define the fundamental calculation logic, such as basing performance pace on actual working days. Turn on flexible reporting options so users can view their progress by product or non-product activities.
Create Activity Plans: Establish a strategic activity plan to define activity goals for your sales representatives over a specific period. Tailor the plan's structure with flexible goal types, whether for individual accounts, weighted activities, or shared territories. Implement a formal review process with deadlines and thresholds to govern how sales representatives and managers can modify the plan. Give users the flexibility to adjust their goals as needed.
Set Product Goal Measures for Activity Plans: Create a highly targeted activity plan that measures performance not just on the activity, but on the specific product being promoted. Link products to individual sales activities that you've defined for each account. Assign a unique weight to each product to strategically prioritize certain items within a weighted goal plan.
Set Goal Measures for Activity Plans: Refine your account-level goals by setting measurable targets for each distinct type of sales activity. Assign a value to each activity by choosing between a simple target count or a weighted model that values some interactions more than others. Build a complete performance framework that connects the high-level strategic plan to the specific, daily tasks your sales representatives perform.
Set Goals for Activity Plans: Associate an activity plan with individual healthcare accounts and set their high-level performance goals. Define the required targets by breaking down the overall goal into product-specific and non-product-related activities. Establish a baseline to track and populate goal attainment as sales representatives complete their interactions and activities.
Set Up Provider Activity Measure Types for Activity Plans: Provider activity measure type helps you track activities at a more granular level, down to the specific activity that a field representative performs. Define measure types for various kinds of interactions, such as face-to-face visits, product-related meetings, emails, and any other customer touchpoint that you want to track. These measure types help organizations establish the activities that count towards a representative's goal and monitor their progress.
Set Up Ratings, Lists, and Filters for Activity Plans: Help your sales representatives and sales managers view and analyze the granular details of activity plans by configuring ratings, lists, and filters. With these configurations, your users can set up Activity Plan filters in the Planner and in the Next Best Customer component on the home page. Users can also see dedicated list view filters on the Account record page, and use default ratings for filtering Activity Plan records.
Associate Territories with Activity Plans: Connect your strategic activity plans to the territories where sales representatives perform the required activities. Define objectives for a specific territory, cascade performance goals down to the field level, and help provide clear direction to your sales teams. Create Activity Plan Territory records for associating activity plans with territories.
Activity Plans Setup: To configure an activity plan, define the time period, activity types, goals, and metrics. But before you start setting up records, learn about the activity plan statuses and activity plan types.
Review and Submit Activity Goals for Final Administrator Approval: As a sales manager, review the provider activity goals and measures submitted by your sales representatives. Validate and accept the changes proposed by the sales representative, with or without further modifications, and then submit the goals and measures to the activity plan administrator for final approval.
Review and Submit Activity Goals for Manager Approval: As a sales representative, review the activity plans and provider activity goals that are assigned to you by your organization’s activity plan administrator. You can view the account details for your assigned territory and propose adjustments to the goals.
Activity Plan Suggestions: Highlight growth opportunities by recommending potential accounts for inclusion in an activity plan. Provide field representatives with the flexibility to evaluate the recommendations based on their territory knowledge, and accept or decline them as needed.
Track Status of Activity Plans by Using List Views and Charts: Stay informed about the activity plans for your territory and track progress toward your goals. Plan your day for effective operation by using a unified snapshot of targeted, actual, and scheduled activity goals. Execute various activities, such as calls and remote calls, on targeted accounts to meet your defined goals.
Resolve Issues with Activity Plans: If you encounter issues with activity plans, learn about the potential causes and follow the steps to resolve them.
Activity Plan Workflow: Activity Plans provide a strategic framework to align your interactions with healthcare professionals with organizational goals through a structured workflow of objective setting and targeted execution.
Activity Timeline: The Activity Timeline in Life Sciences Cloud gives you a 360-degree view of all activities for an account. It helps sales representatives, Key Account Managers (KAM), and Medical Science Liaisons (MSLs) visualize past and upcoming interactions with healthcare providers (HCPs) and healthcare organizations (HCOs). Activity Timeline helps you work more effectively by consolidating relevant account activities in one place, enabling better collaboration, informed decision-making, and smarter preengagement planning.
Understanding Activity Rollup for Healthcare Organizations: Activity rollup provides a unified view of engagement by combining activities for a Healthcare Organization (HCO) and its affiliated Healthcare Professionals (HCPs) in a single timeline. This consolidation allows your users to see a full picture of interactions at the institution level, improving efficiency and coordination across accounts.
Set Up the Custom Activity Container Object: Create a container object to link custom activity records to their associated accounts and display them in the Activity Timeline. Use the Entity Type picklist field to define and represent the specific custom activity types you want to display for your users.
Customize Activity Timeline Display and Behavior: Customize how your users interact with and navigate activities in the Activity Timeline by configuring display behavior and activity filters. Define preferences for visits, calendars, and email actions, and set up filters for territories, affiliations, and account rollups to ensure engagement data is relevant and accessible.
Configure First Day of the Week in Your Calendar: Align the weekly calendar view with your team's workweek. Setting the correct start day in the Calendar supports accurate planning and review of time-sensitive activities.
Configure Standard Activities for Activity Timeline: Specify which standard activities appear in the Activity Timeline and Calendar views, and define the fields that appear when a user expands these activities.
Configure Standard Activity Visibility: Ensure users can view and interact with supported engagement activities in the Activity Timeline based on your existing sharing rules and territory configurations.
Configure Activity Timeline Display Text: Customize how activity headers and bodies appear in the Activity Timeline by mapping custom labels and fields to specific activity types and statuses.
Configure Activity Timeline General Settings: Customize the Activity Timeline by setting a default view, enabling visit-related information, and managing activity filters. Determine how users view engagement history and navigate activities across accounts and territories.
Configure Activity Timeline Visibility: Control which activities appear in the Activity Timeline and Calendar views, and customize the fields for expanded activities to make relevant information easily accessible.
Create Custom Labels for Activity Timeline: Create custom labels to define the text displayed in activity headers, prefixes, and links across the Activity Timeline and Calendar views.
Configure Custom Activities for Activity Timeline: Show custom activities in the Activity Timeline by using a container object to link standard or custom object records to an account. To display these activities in the timeline, configure a container object, implement automation to link the records, and enable the custom activity in your Activity Timeline settings.
Automate Custom Activity Record Creation: Automate container record creation and maintenance to keep them in sync and visible on the activity timeline whenever users create, update, or delete custom activity records. While you can implement this automation for using Flow, Apex, or other supported automation tools, this topic provides instructions for implementing it by using Apex.
Get Your Org Ready for Activity Timeline: Before configuring Activity Timeline, ensure all supported activities are enabled and visibility settings are defined. This ensures that engagement data is consistent and visible to all users and territories associated with the same account.
Activity Visibility in the Activity Timeline: The Activity Timeline provides a unified view of customer engagement across teams, helping users collaborate effectively. Configure visibility to balance these collaboration needs with compliance and data security requirements.
Configure Supported Activities: To ensure that your engagement activities are shown in the Activity Timeline, make sure that the corresponding activity features are enabled and are set up correctly. Activity Timeline supports the display of both standard and custom activities configured in your org.
How Dynamic Text in Custom Labels Works: Configure placeholder fields in your custom labels to determine what information appears for each activity in the Activity Timeline. Use a combination of custom labels, activity settings, and specific field values to control the dynamic text displayed in activity headers and bodies
Manage Timeline Display Text: Customize how activity information appears on the Activity Timeline and Calendar views by controlling the text displayed in activity headers, prefixes, and links. Use custom labels and dynamic fields to tailor activity descriptions for different activity types and statuses.
Mobile App Configuration for Activity Timeline: Make Activity Timeline available on the Life Sciences Cloud mobile app and give your mobile app users access activity-related data by configuring the required objects.
Troubleshoot Activities Missing in the Activity Timeline: If an activity record doesn’t appear in the Activity Timeline, verify that the required configuration and visibility settings are correctly set up. The requirements and potential solutions vary for a standard and custom activity.
Add Life Sciences Users: You can add internal Life Sciences users one at a time or in batches of up to 10 users.
Add Healthcare Provider Credentials: Create records to store healthcare provider credentials such as accreditations, awards, board certifications, business licenses, and education.
Advanced Patient Card: The Advanced Patient Card uses FlexCards from OmniStudio to deliver greater flexibility and ease of use. To show the card on patient accounts, add the HealthCloudPtCardPatientCard FlexCard component to your Account Layout page.
Assessments and Surveys in Life Sciences Cloud: Improve quality of care by gathering information that helps you manage your patients’ or members’ health more efficiently. Whether it’s an industry standard screener or a member feedback survey, you have the information you need.
Set Up Benefit Verification: Integrate benefit verification into the end-to-end patient access workflow to help caregivers and patients reduce the time and effort it takes to find out what coverage is available under each patient's health benefits.
Assign Permissions and Permission Sets for Record Conversion Users: For users to use record conversion, assign the Health Cloud Starter (for Life Sciences Cloud) or Health Cloud Foundation (for Health Cloud) permission set, and the Context Service Runtime and Manufacturing Sales Agreements permission sets to them. Also, assign the Manage Flows and Run Flows permissions to them.
Record Conversion Notifications: Keep your users up to date about the status of their record conversion jobs by using notifications.
Verify Context Definition Mapping: Context definitions ensure efficient data mapping at every step of the process. The Convert Record flow uses a custom definition to map field relationships between records.
Filter Admin Console Tiles by User Permissions: Show users only the tiles they need in the Admin Console by turning on the Filter Admin Console Tiles Based On User Permissions setting. The setting is available on the Life Sciences Customer Engagement Setup page. The setting currently doesn't impact all tiles in the Admin Console.
Hierarchical Settings in the Admin Console: Several Life Sciences Cloud Admin Console configurations use a hierarchical framework, so you can define settings at the org default level or override them for specific user profiles. Review how precedence works and the current considerations before you plan your configuration.
Enable Participant Management: Give users access to participant management features by enabling org preferences in your Salesforce org. By enabling Participant Management, you can streamline the recruitment and enrollment processes in clinical trials.
Enable Custom Sharing: Give your users with access view and manage electronic consent forms. Users with a Customer Community Plus license can share Authorization Form Texts and Data Use Purpose records with Accounts, Contracts, and Users specified in the Information Authorization Request record.
Enable Research Study Randomization: Give your users access to the randomization features. With randomization feature, participants enrolled for the clinical trials are randomly assigned (randomized) to different comparison groups.
Set Up Financial Assistance Programs: Financial Assistance Program streamlines the enrollment of patients, helping them manage out-of-pocket medical expenses. Patient service reps can identify suitable assistance programs based on specific criteria and apply on behalf of the enrollees. Reps can view the status of the application and the history of any financial assistance that was provided to the enrollee. If the application is rejected, the patient service rep can file an appeal. After the application is approved, another patient service rep can view the details of the benefit disbursement, such as the count and benefit of reimbursed Copay coupons.
Financial Assistance Program Appeal: Patient service reps can address a rejected financial assistance program application by filing an appeal. Before reps file an appeal, they can review the rejection comments to understand the reasons for the application's rejection. They can then correct the issues and file the appeal.
Approve or Reject an Appeal: After a patient service rep files an appeal, another patient service rep verifies whether the issues that led to the rejection of the application were resolved, and then approves or rejects the appeal.
Configure Care Limit Type: To determine the financial assistance that's available to a care program enrollee, define care limit types such as copay, co-insurance, and total out-of-pocket expenses. If you have configured Benefits Verification on your org, the copay care limit type is created already.
Create a Benefit: Create a benefit that defines the benefit type, enrollee amount and transaction limits, payout frequency, and active dates for the financial assistance program.
Create a Benefit Type: Create a benefit type that sets the process type and monetary type used to classify benefits in the financial assistance program.
Create a Care Program: Create a care program record with a program name and start date to serve as the top-level container that groups enrollees, products, and assistance for a financial assistance program.
Create a Care Program Assistance: Create a care program assistance record that ties a care program, care program product, and program together to track the assistance given to a care program enrollee.
Create Care Program Enrollee: Create a Care Program Enrollee for the financial assistance program. You can create a care program enrollee directly from the Care Program Enrollee object or from the Care Program Enrollee Product object.
Create a Care Program Enrollee Product: Create a care program enrollee product for the care program enrollee. You can create a care program enrollee product directly from the Care Program Enrollee Product object or from the Care Program Enrollee object.
Create a Care Program Product: Create a care program product that associates a specific product with a care program so you can offer it through the financial assistance program.
Create a Care Benefit Verify Request: Care Benefit Verify Request represents the request of verification of benefits for the financial assistance program.
Create a Coverage Benefit: Create a coverage benefit record that links a member and their member plan to a care benefit verify request, so the program can track the benefits verified for the member.
Create a Coverage Benefit Item: Create a coverage benefit item record that ties a specific member and coverage benefit together, so you can define the individual benefits that a coverage benefit provides.
Create a Coverage Benefit Item Limit: Create a coverage benefit item limit record to set the care limit type and applied limit, such as a Copay amount, for a coverage benefit item.
Create a Medication: Create a medication record that links a product to a prescription period so it's available to the financial assistance program.
Create a Member Plan: Create a member plan record that enrolls a member in a purchaser plan, and set its coverage dates and whether it's the member's primary or secondary plan.
Create a Person Account: Before you set up a care program enrollee record, create a person account record.
Create a Product: Create an active product record to represent a medication or item covered by the care program, so that it's available for enrollment and coverage benefits.
Create a Financial Assistance Program: Create a financial assistance program record and set its start date, appeal limit, and program type, such as Copay, Patient Assistance Program, or Quick Start.
Create Program Recommendation Rules: Create program recommendation rule records for the financial assistance program recommendation and eligibility. For example, create Insulin Financial Assistance Rule - Eligibility and Insulin Financial Assistance Rule - Recommendation for the Insulin programs.
Create a Purchaser Plan: Create a purchaser plan that defines the plan dates and plan type, such as PPO, HMO, or Workers Comp, for the financial assistance program.
Create and Activate a Service Process Definition: Create a service process definition in the Service Process Studio and activate it so that when a patient service rep files an appeal, the case record gets linked with the relevant application form ID.
Update the Application Appeal Limit: When an application is rejected, a patient service representative can file an appeal to address the issues that caused the initial rejection. When your reps file an appeal, they can use the rejection comments to resolve specific issues.
Financial Assistance Program Data Model and Permissions: Financial Assistance Program uses a data model that supports interoperability. Enable you patient services representative to apply for a financial assistance application and file an appeal on behalf of a care program enrollee by assign appropriate level of access to the relevant objects.
Financial Assistance Program Flows: Salesforce ships flows that you can use to automate various tasks within the Financial Assistance Program. You can customize the flows to run patient assistance programs according to your requirements.
Set Up the Business Rules Engine for Financial Assistance Programs: Set up the Business Rules Engine (BRE) to create complex lookups and calculations in Financial Assistance Programs. Before setting up BRE, provide the BRE Rule Engine Runtime permissions to your users. The BRE configurations include creating lookup tables and expression sets for financial assistance program eligibility and financial assistance program recommendation.
Financial Assistance Program Flows: Enable your patient service reps to apply for financial assistance programs on behalf of enrollees by using Salesforce flows. Understand how these flows work together, the key steps in enrollment for an assistance program, and the prerequisites before making any customizations.
Customize the Appeal Timeout: Every appeal against the rejection of a financial assistance program application gets timed out if there’s no action taken on it. Enable your patient service reps to customize the appeal timeout by updating flows and Integration Procedures.
Refresh the Financial Assistance Program Decision Tables: Refresh the decision tables to include the changes that you made to the Program and Program Recommendation Rules objects. You must refresh the decision tables each time after you update these objects.
Clone and Activate the Financial Assistance Program Flows: Streamline the process for applying for a financial assistance program and filing an appeal by cloning and activating the Process Application for Financial Assistance Program, and Update the Check Appeal Status and Take Action flows. Simply clone the default flows and activate it.
Create Sharing Rules for Financial Assistance Program: A user sharing rule is a special type of criteria-based sharing rule that you use to grant record access to the users. For each rule, you assign access permissions to a specific set of users.
HLS Accelerators: HLS Accelators are free automations, components, and solutions that help our Health and Life Sciences customers realize a faster time-to-value. The accelerators remove implementation barriers and reduce overall implementation efforts.
Intelligent Document Automation: Simplify the document management process, reduce manual data entry, and get patients the right care and services faster by managing patient and member forms all in one place, from intake through processing. Patients can upload their own documents on an Experience Cloud site. You can route forms automatically to the right queue for faster review and processing in a digital, HIPAA-compliant workspace.
Intelligent Document Reader for Life Sciences Cloud: Use optical character recognition to automatically extract data with Amazon Textract using your AWS account. Specify the document type that can be associated with the document, upload the document, and map its fields to a Salesforce object’s fields. The extracted information can be used to create or update record fields, or to verify data that's already in the org.
Set Up Participant Management: Participant Management streamlines the process of recruiting and enrolling participants in clinical trials by orchestrating each stage, from initial recruitment to enrollment. With this feature, you can provide a unified clinical trial portal experience for potential participants and clinical trial coordinators.
Create a Research Study: Speed up the process of recruiting and enrolling participants by creating research studies with the necessary details. Instead of updating multiple object records separately,manage the necessary information through a single, intuitive flow. Save time and reduce the risk of errors, making sure that your studies are set up and running smoothly.
Create Assessment Questions: Capture and organize essential details about the assessment questions in your prescreening eligibility checklist.
Assign Permission Sets for Participant Management Users: Participant Management offers five permission sets: Clinical Trial Manager, Clinical Trial Coordinator, Clinical Trial Participant, Clinical Trial Guest, and Clinical Trial Site Coordinator in Experience Cloud. Assign the necessary permission sets to users according to their roles.
Create a Care Program: You can define a care program and associate it with the research study. To create a care program, define the program and the relationships and activities within it.
Create a Care Program Detail: Stores the keywords, focus, and condition, including other details of the care program of the study. You can use these details to manage and track specific details of the care programs within clinical trials.
Create Care Program Sites: Stores the name, related care program, and healthcare facility of the care program site. Use this information to manage and track specific details of the care program site within clinical trials.
Clone and Assign Permission Set Licenses for Participant Management Guest User: Participant Management provides built-in permission set licenses that you can clone and customize to give access to your guest users. You must also clone and modify Omnistudio user permission set license to assign them to the guest users.
Configure Data Processing Engine for Trial Search: Use the Data Processing Engine definition in the Clinical Trial Search feature to populate data from multiple objects into a single Research Study Searchable Field. Before you enable this feature, configure the necessary licenses and permissions in your Salesforce org.
Add Consent Documents for Clinical Trials: You can add consent documents to clinical trials by associating those documents with the related care program and defining their data use purpose.
Set Up flows to View Consent Forms: Create a screen flow in Participant Management to enable access to the end users for viewing the consent forms. With this screen flow, your end users can access and digitally sign the consent forms, acknowledging their informed consent for clinical trials.
Set Up Flows to Prepare Participant Consent Forms: The electronic consent feature enables participants in clinical trials to provide their consent digitally. With this screen flow, you can help your users prepare the consent forms.
Using Block Generation: Block randomization involves creating research study randomization blocks. Each block consists of several research study randomization block slots, which are linked to specific research study comparison groups.
Add Data for Participant Recruitment and Enrollment: Quickly create a record from an object’s home page. Clinical trial managers can create records that are necessary to use the features within Participant Management. Clinical trials are represented using care programs and research studies.
Troubleshoot Batch Job Execution Errors: Einstein Candidate Matching uses a batch job to process large volumes of records within the flow to match candidates with clinical trials. If you encounter issues while executing the batch job, you can debug them.
Impact of Duplicate Rules in Candidate Registration: In Candidate Registration, the behavior of account creation and associated records is determined by whether duplicate rules are enabled. Candidate registration for a trial results in the creation of an account record and an associated research study candidate record. Registration for future trials results in the creation of a lead record and a consent record.
Enable Candidate Matching for Participant Management: Give your users access to candidate matching features by enabling org preference in your Salesforce org. Users can then choose either AI-enabled Einstein Candidate Matching or a data processing engine with actionable lists as an implementation method to identify candidates for clinical trials.
Clone and Activate a Flow for E-Consents: Participant Management provides flows that you can use to digitize your consent management process. Clone and manage the flows so that your users can manage consent forms from an object page.
Participant Enrollment: Participant Enrollment features help your clinical trial managers, coordinators, and participants to prepare, send, and view consent forms. It includes consent management and randomization features that can be combined to create a participant enrollment journey using Salesforce orchestration capabilities.
Flexcard for Enrollment Dashboard: The Participant Management’s Clinical Excellence Console uses Flexcards to provide trial coordinators or recruiters with critical information about the recruitment and enrollment data of research study candidates. These Flexcards display the number of research studies, candidate conversion rate percentage, and candidate enrollment status.
Create Guest Users Sharing Rules in Participant Management: A guest user sharing rule is a special type of criteria-based sharing rule that you use to grant record access to unauthenticated guest users. Guest user sharing rules can grant only Read-Only access.
Add Clinical Data to View Patient Details: Use the object’s homepage to create records for adding clinical data. This data helps site coordinators track a candidate’s medical information at a glance in the research study candidate’s lightening page. You can also use these objects in the Candidate Matching context definition to retrieve candidate’s health data for the Research Study Candidate Evaluation prompt template.
Set Up Criteria-Based Block Randomization: Help your users implement criteria-based randomization in clinical trials with flows and invocable actions. With the custom implementation, you can extend its capabilities further to randomly assign candidates to comparison groups.
Set Up Block Randomization: Help your users implement randomization by using a block algorithm type with the randomization level as central.
Participant Recruitment: Participant Management digitizes and optimizes candidate recruitment in clinical trials. With Participant Management, you can help users overcome recruitment challenges, save time, and improve trial efficiency.
Create a Research Study Comparison Group: Capture and organize essential details about the participants allocated to the comparison groups by creating a research study comparison group record.
Create a Research Study: Stores the name, title, and all the necessary essential details of the research study. You can use these details to manage and track specific details of the research studies within clinical trials.
Create a Research Study Candidate: Capture and organize essential details about the participants enrolled for the research study. This record is created automatically as part of the registration flow. However, trial managers or coordinators can also manually create these records as necessary.
Create Searchable Object Configuration for Trial Search: Use a searchable object to convert disparate pieces of data into a single searchable format. You can select a Data Processing Engine definition to transform the pieces of information across multiple objects and fields, and populate the searchable object with the consolidated data.
Set Up Candidate Matching Using Einstein Generative AI: Use the Participant Management’s Einstein Candidate Matching feature to automatically identify candidates who meet the criteria for specific clinical trials. With this feature, your users can build a robust pool of qualified candidates aligned with each trial's requirements.
Set Up Candidate Matching Using Data Processing Engine and Actionable Lists: Help users in setting up the Participant Management’s Candidate Matching feature by using data processing engine and actionable lists. This approach helps them filter out candidates based on some basic criteria that are needed to match candidates to clinical trials.
Set Up the Clinical Excellence Console Home Page: Help trial coordinators or recruiters use the Participant Management's Clinical Excellence Console App to streamline important jobs by organizing metrics and tasks. This console app includes a clinical excellence Home page. It also includes research study candidate and research study pages where trial coordinators can view candidates' medical data and candidate-matching evaluation results.
Set Up Experience Cloud Site for Participant Management: Provide a seamless experience for candidates who wish to participate in clinical trials using Experience Cloud. You can help your users build an engaging site that features the Criteria-Based Search and Filter widget, which enables candidates to easily find trials that match their criteria and start the prescreening and registration process. You can create multiple sites within your organization for different purposes and transition between them effortlessly.
Set Up the Omniscript for Candidate Registration: With Omnistudio components, you can provide a quick registration experience for your users. Set up the registration and manage duplicate registration scenarios to ensure candidates are registered for clinical trials.
Set Up the Omniscript for Eligibility Assessment: Help your users easily identify their eligibility for the clinical trials by setting up Omnistudio components. With this feature, candidates can quickly determine their eligibility by responding to a few predefined questions.
Update a Research Study: Ensure participant eligibility by revising key details of the research study such as the name and title to better reflect the current focus, adjusting the dates to match the current timeline, and refining the inclusion and exclusion criteria. Select a new pre-eligibility questionnaire to effectively screen potential participants.
Use Participant Management: Participant Management helps organizations that conduct clinical research studies to make their recruitment and enrollment processes more efficient. Clinical trial coordinators or recruiters can use the Clinical Excellence Console app to track and monitor participant recruitment and enrollment progress. Clinical trial coordinators can use the Research Study Candidate page to add new Medication Requests, Health Conditions, Allergies, and Immunization records directly from the patient card.
Clinical Excellence Console App for Participant Management: Clinical trial recruiters at investigative sites are often burdened with disparate solutions to track and monitor candidates’ recruitment and enrollment progress as well as manage daily tasks and activities. With the Clinical Excellence Console App, you can help streamline the essential jobs for a trial recruiter by organizing important metrics and tasks.
Einstein Generative AI for Participant Management: Participant Management’s Einstein Candidate Matching is an AI-enabled feature designed to automatically match candidates to the inclusion and exclusion criteria of research studies. Clinical trial coordinators or recruiters can use this information to build different candidate cohorts.
Using Randomization to Anonymize Participant Allocation: Randomization involves allocating clinical trial participants into different comparison groups. The randomization API is available as an invocable action allowing it to be used through a flow or via a REST invocation.
Set Up Patient Program Outcome Management: Patient Program Outcome Management streamlines the process of defining program outcomes and indicators, and connects program outcomes with patient progress, enabling measurement at the outcome level. Enhance care program efficacy and get clear insights into patient and program performance through Patient Program Outcome Management. Improve patient experience and adherence by building your customized assessments and logic to compute indicator results, and evaluate outcomes to refine patient service programs.
Context Definition Understanding and Enablement: Patient Program Outcome Management uses Einstein generative AI to generate patient and program outcome summaries. These summaries are generated using a screen flow, which in turn uses context service to fetch the data. Before context service performs its magic, you must turn on context definition.
Patient Program Outcome Management Data Model and Permissions: Patient Program Outcome Management uses a variety of objects to capture program outcomes and measures. A program lead defines the program outcome and indicators, and links patient progress with program outcomes. A case manager works with patients and captures patient reported outcomes.
Add or Manage Data for Patient Program Outcome Management: To help your users get the most out of the Patient Program Outcome Management, configure your org with the necessary data. Add a care program and a care program enrollee, define outcomes and indicators, and calculate indicator result and party indicator result.
Generate Patient Outcome Summary: Gain valuable insights into individual patient performance and engagement through a comprehensive summary view. Patient Program Outcome Management uses Einstein generative AI capabilities to generate patient outcome summary for defined outcomes over a specific period. This summary plays a key role in identifying the patient drop-off risks and helps reps take the steps to improve patient engagement and adherence.
Generate Program Outcome Summary: With the power of Einstein generative AI, Patient Program Outcome Management enables program leads to generate a comprehensive program summary for defined outcomes over a specific period. This summary provides detailed insights into overall program performance and effectiveness. It also helps program leads take informed decisions to mitigate risks and take the steps to improve the overall program performance. These next best actions make sure that the program achieves the intended outcomes and deliver value to patients.
User Personas for Patient Program Outcome Management: Patient Program Outcome Management has two types of activities. The optimal way to use Patient Program Outcome Management is to divide and conquer these activity types with different user personas.
Workflow of Program and Patient Outcome Summary Generation: Patient Program Outcome Management has two flows that use Einstein’s generative AI to generate the program and patient outcome summary. Generate program and patient outcome summary by using Flow Builder, Context Services, Prompt Template, and Embedded AI. Explore how these capabilities work together, the key steps in summary generation, and the prerequisites before making any customizations.
Indicator Result Calculation Flow: Use Patient Program Outcome Management to measure outcomes at the care program level. To have consistent and real-time results, program leads can create a flow to calculate indicator results.
Einstein Generative AI for Patient Program Outcome Management: Harness the power of Einstein generative AI to streamline the daily tasks of program leads and patient services reps. Patient Program Outcome Management uses Einstein generative AI-based flows to generate patient and program outcome summary.
Pharmacy Benefits Reverification: Use Pharmacy Benefits Reverification to periodically check a patient's eligibility for pharmacy benefits under their health insurance. Reverification ensures that patients continue to get the right coverage for their prescription medications without any breaks.
Clone, Activate, and Configure Benefit Reverification Flows: Pharmacy Benefits Reverification uses various flows to automate your tasks. Clone and activate the default flows. To send assessments to patients and payors, update the Experience Cloud site URL in the Reverify Benefits orchestrator flow.
Clone and Activate the Care Benefit Verify Requests Data Processing Engine Definition: Before your program leads can use the Initiate Benefit Reverification flow in your org, you must create a clone of the existing Data Processing Engine definition and activate it. The flow uses the cloned definition to copy care benefit verify request records for benefits reverification.
Enable Data Pipelines for Pharmacy Benefits Reverification: To run the Data Processing Engine for pharmacy benefits reverification, enable Data Pipelines. With Data Pipelines you can query and compute data that's available in your Salesforce org.
Set Field-Level Security for Pharmacy Benefits Reverification: To use the full functionality of the Care Benefit Verify Request Data Processing Engine (DPE), you must provide field-level access to specific fields for the Analytics Cloud Integration user profile.
Set Up Pharmacy Benefits Verification: Gain quick access to patient care and verify benefit coverage details. Patient services representatives can use a streamlined process to assist patients in getting an accurate summary of their pharmacy benefits. Representatives can use a guided flow to initiate a verification request to payers and receive a response for pharmacy coverage details, including coverage status, co-pay, co-insurance, and deductibles.
Add a Member Plan and Identifier: Create a member plan to represent the details of the insurance coverage for a member or a subscriber.
Add a Payor, Identifier, Contact Point Phone, Contact Point Email and Contact Point Address: In pharmacy benefits verification, payors are represented as a business account. Create a business account to represent the payor, its identifier, contact point phone, contact point email, and contact point address. Identifiers are required for each payor to get their payor ID.
Add a Patient, Identifier, Contact Point Phone, Contact Point Email, and Contact Point Address: In pharmacy benefits verification, patients are represented as a person account. Create a person account to represent the patient, its identifier, contact point phone, contact point email , and contact point address. Identifiers are required for each patient to get their patient ID.
Add a Practitioner, Identifier, and Healthcare Provider NPI: In the Health and Life Sciences industry, practitioners play a critical role by providing essential healthcare to patients. In a pharmacy benefits verification request, patient services representatives provide the name and an ID of the practitioner who takes care of patients. Pharmacy Benefits Verification uses a numeric ID to specify a practitioner. In the US, this ID is the National Provider Identifier (NPI), but you can substitute the ID used in your country or region.
Add a Product, Code Set, and Code Set Bundle: Pharmacy Benefits Verification uses Product as a base object to represent the drug or medicine that’s prescribed to the patient. Representataives verify the pharmacy benefits for each drug prescribed to the patient.
Add a Purchaser Plan: Create a payer plan that a purchaser makes available to its members and the dependents of the members.
Agentforce for Pharmacy Benefits Reverification: Patient services programs reps can leverage the power of Agentforce to accelerate the benefits reverification process by efficiently updating patients' personal, drug, pharmacy, and healthcare provider details.
Pharmacy Benefits Reverification Flows: Use the prebuilt flows to automate the various tasks within Pharmacy Benefits Reverification. Customize the flows to run patient support programs according to your requirements.
Agentforce Topic for Pharmacy Benefits Reverification: Patient services programs (PSP) reps can use Benefits Reverification agent topic to draft and send emails to patients for verifying their personal and healthcare details. The email includes an assessment URL for patients to provide their updated information. After the patient submits the details, reps can summarize and review the response to compare existing and new information.
Clone and Activate the Pharmacy Benefits Verification Flow: Streamline the process of updating the status of an electronic benefits verification request by cloning and activating the verification flow by using the Update Care Benefit Verify Request Status flow template.
Configure Care Limit Type: To use Pharmacy Benefits Verification, you must define care limit types such as co-pay, co-insurance, and many more to determine the pharmacy benefits that are available to a patient.
Configure a Code Set: In pharmacy benefits verification, code sets define the metrics that explain the patients’ pharmacy benefits coverage status code. For example, covered, not covered, or covered with restrictions.
Configure Units of Measure: Configure the units of measure for the medications that a healthcare practitioner prescribes to a patient.
Customize the Request Timeout: Each electronic verification request gets timed out after three hours of waiting for a response from the last modified date of a care benefit verification request. You can customize the request timeout based on your business needs.
Pharmacy Benefits Verification Data Model: Pharmacy Benefits Verification uses a data model that’s FHIR-CARIN and NCPDP aligned to store the data and make the data model interoperable.
Electronic Verification Request: Reduce the time it takes your representatives to connect with payors by using an electronic benefits verification request. This request automates the verification process through electronic exchange of coverage information with payors through clearing houses.
Electronic Verification Scenarios: Explore the different scenarios that occur when your representative raises an electronic verification request. Also, understand the different scenarios of failure and their resolution.
Set Up Electronic Verification Request: Set up electronic verification request for your reps to verify patient's benefits electronically by using External Client app, MuleSoft integration, and Integration Defintions.
Pharmacy Benefits Verification Flow Template: Pharmacy Benefits Verification ships a flow template that you must clone and activate to update the care benefit verify request status.
Org Setup for Pharmacy Benefits Verification: Before you use Pharmacy Benefits Verification, you must prepare your org by completing tasks such as assigning permission sets to your users, configuring setup entities, enabling history tracking, and adding picklist values to certain objects.
Data Management for Pharmacy Benefits Verification: To help your users get the most out of the Pharmacy Benefits Verification, configure your org with the necessary data. For patients, admins must set up the data that’s automatically populated in the guided flow. For pharmacies, purchaser plans, member plans, products, care program, and related objects, admins must set up the data that’s further used in creating the verification request.
Manual Verification Request: In pharmacy benefits verification, a patient services representative can initiate a manual verification request by directly contacting payors to get the patient's coverage details. After they receive the coverage information, the representative can manually enter the response into the benefits summary section of the verification request.
Built-In MuleSoft Integration for Electronic Verification: Integrate Health and Life Sciences Cloud with third-party clearing houses by using FHIR-CARIN and NCPDP aligned verification requests, industry-specific APIs, and integration application deployed on MuleSoft. Use this integration to accelerate the end-to-end benefits verification process.
Set Up Pharmacy Benefits Verification Flows: Enable your patient service representatives to initiate an electronic verification request on behalf of a care program enrollee. Learn how the salesforce flow updates an electronic verification request status to time out. Understand the prerequisites before making any customizations to this flow.
Add a Pharmacy, and Identifier: Pharmacies provide patient access to essential medications and healthcare products. In the pharmacy benefits verification request, agents provide the preferred pharmacy name that the pharmacy benefits must be verified for. Pharmacy Benefits Verification uses a numeric ID to specify a pharmacy.
Turn On Einstein for Pharmacy Benefits Verification: Turn on Einstein for patient support programs so your patient services reps can use Einstein generative AI to summarize patient responses during pharmacy benefits verification.
Benefits Verification Requests: Understand the two types of pharmacy benefits verification requests that your representative can create to verify patients' benefits details.
Einstein Generative AI for Pharmacy Benefits Verification: Harness the power of Einstein generative AI to streamline patient services rep's daily tasks. Pharmacy Benefits Verification uses Einstein generative AI-based flows to generate a call script and a benefits summary.
Addition of Care Program and Related Records: Pharmacy Benefits Verification uses care program as the backbone of its operation. At its core, pharmacy benefits verification uses care programs, care program enrollees, and care program products.
Workflow of Call Script and Pharmacy Benefits Summary: Pharmacy Benefits Verification includes two flows that use Einstein Generative AI to generate a call script and a pharmacy benefits summary. Understand the process by using Flow Builder, Context Services, Prompt Template, and Embedded AI. Learn how these capabilities work together, the key steps in benefits summary and script generation, and the prerequisites before making any customizations.
Set Up Provider Relationship Cards: Set up provider relationship cards to quickly and efficiently show users what they need to know about providers and the facilities where they work, all in one place. Identify the information your users look for on each Provider Relationship Card, then use the card setup wizard to connect the various objects that contain that information.
Set Up Provider Search for Life Sciences: Powered by the provider data model, Provider Search helps your users find healthcare providers based on criteria such as location, specialty, and whether the provider is accepting new patients. You can see the location of each provider right in Agentforce Life Sciences.
Set Up Site Management: Life sciences organizations can identify suitable sites and investigators for conducting research studies. Identification of the right site, the initial step in the research study process, is crucial to the successful completion of a study.
Data for Site Management: Site Management uses data from various objects within your Salesforce org. After you search for sites and investigators, Site Management gets you the information that’s available in the relevant objects in the org.
Add Flexcard to the Research Study Page: To enable study managers to view assessment details, add the SiteManagementAssessmentDataVisualization Flexcard to the Research Study page.
Site Management Flows: Salesforce provides pre-built flows to automate the site selection tasks in the Site Management feature. You can customize these flows to streamline your site selection process.
Agentforce Topic for Site Selection: The Site Selection Assistance agent topic helps site feasibility leads and clinical study managers identify suitable sites for running clinical trials. The topic includes eight agent actions.
Agentforce for Site Management: Study managers can use the Agentforce capabilities to search sites and investigators for running feasibility studies to conduct clinical trials. By using Agentforce, they can also summarize the sites and investigators information in the search results, add the appropriate sites to a specific research study, and send feasibility questionnaire to those sites and investigators. Agentforce helps study managers perform the site selection operations without having to update multiple objects and navigate through multiple pages.
Assign Omnistudio Permission Sets: Study managers require access permissions to create and manage Omnistudio components. Assign the required permissions to the study managers for creating and managing Flexcards, Omniscripts, Integration Procedures, and Omnistudio Data Mappers.
Assign Permission Set Licenses: Permission set licenses give study managers and site investigators access to the Site Management features. Make sure that you assign the required permission set licenses to users to help them use the features.
Configure Einstein for Agentforce: To improve the customer experience with Agentforce, you can take advantage of Einstein features, such as Einstein Bots.
Configure External User Assessments for Site Management: Help study managers send site feasibility questionnaire to the clinical trial sites. When the questionnaire is sent, the investigators at the sites receive a link to complete the assessment on the Experience Cloud portal within a specific date.
Configure Site Feasibility Scoring: Study managers can assign scores to the sites and investigators based on the assessment responses. The scoring feature uses the formula question capabilities in Discovery Framework to add a score value to each option in the questionnaire.
Configure Agentforce for Site Selection Assistance: Help your users use Agentforce to identify potential sites for running feasibility studies, allowing them to quickly assess and select the most suitable locations. With Agentforce, users can save time and resources, focusing on the most viable options for their projects.
Configure Site and Investigator Summarization: Site and investigator summarization presents all critical information in a concise format, making it easy for users to quickly review key details on their screen. Configure summarization by turning on context definitions and activating prompt templates. Then, add the summarization action to the sites and investigators search results page.
Create a Default Criteria-Based Search and Filter Configuration: To search for sites and investigators, create a default search configuration that’s specific to your search definitions. In addition to the basic search configuration, this Criteria-Based Search and Filter configuration defines the configurations for the searchable object and the required search action. For the Agentforce capabilities for site selection, search and filter is automatically configured when you set up the Site Selection Assistance topic.
Create Permission Sets: Create permission sets for the Site Selection Assistance agent that you created, and assign those permission sets to your users.
Enable Site Management: With Site Management, your users can identify the sites for conducting clinical research studies. Based on the customer request for the access to the Site Management features, turn on the org preferences in the Salesforce org.
Configure Generative AI Assessments for Sites and Investigators: Use the capabilities of generative AI to create assessment questions for identifying the sites and investigators for conducting clinical trials. Upload a PDF document that has the assessment questions and use generative AI to choose the relevant questions to be included in the assessment.
Link a Contact to Multiple Accounts: Easily track the relationships between sites and investigators. Get accurate data on sites and investigators, specifically if an investigator is connected to several sites.
Contracts for Site Management: Sponsors and clinical trial organizations can use Salesforce Contract Lifecycle Management to manage the entire lifecycle of clinical trial contracts and agreements, from authoring to activation. In Site Management, configure contract workflows for non-disclosure or confidentiality disclosure agreements before site feasibility, and clinical trial agreements after site selection and qualification. Use contracts to make sure agreements are securely generated, reviewed, and executed quickly to accelerate the study startup and site activation process.
Enable Data Pipeline for Site Management: With a data pipeline, your users can query, consolidate, and compute the data in their Salesforce org. With the built-in data pipelines, users can streamline the collection of the data required for identifying relevant sites and investigators.
Enable Discovery Framework for Site Management: Study managers can use the Discovery Framework features to create site feasibility questionnaires and collect and validate the responses from the sites. The framework scans through the available data and gets accurate results for your search.
Configure Sharing Rules for Healthcare Facility Code Set: The search for a Healthcare facility uses information in the Codeset field that is defined on the Code Set Bundle object. Code Set Bundle is a generic object that you can also use to store information that isn't related to site management. To help the Site Management users view only the healthcare facilities in the codeset, configure the object sharing rules feature on the Code Set Bundle object.
Stage Management for Research Study or Care Program Orchestration: Simplify the implementation of complex stages in a research study or care program by using Stage Management in clinical trials. Define the stage sequence, establish milestones from initiation to closure, and monitor operational progress at each stage. With Stage Management, give your users a comprehensive view of the record’s stage progress seamlessly on a record page.
Set Up Agentforce for Site Selection: Set up Agentforce for site selection when you configure the site management feature by using the guided setup. This ensures that all required settings and configurations are correctly aligned to enhance the site selection process.
Set Up Data Processing Engine Definition for Site Management: Transform data that's available in different objects to a searchable object by setting up the Data Processing Engine for site and investigator search. The Data Processing Engine joins, calculates, and transforms the data across the required objects and aggregates them into your search capability.
Set Up Interest Tags for Sites and Investigators: With interest tags, your users can categorize sites and investigators. They can organize interest tags into up to three levels of categories. Study managers can also use the tags to identify a site or an investigator for conducting a specific research study in the future.
Set Up Prefill Assessment Questions: With the Prefill Assessment Questions feature, your users can reuse the responses that they provided for similar questions in a past assessment. They can save the time and effort of responding to the same type of questions repeatedly.
Enable Omnistudio Metadata API for Site Management: With Salesforce Omnistudio Metadata APIs, your users can deploy and retrieve standard objects for the Salesforce org. Omnistudio Metadata supports the OmniProcess (Omniscript and Integration Procedure), OmniDataTransform (Omnistudio Data Mapper), and OmniUiCard (Flexcard) standard objects.
Set Up Site and Site Investigator Scoring: Your users can classify site investigators by assigning scores to the investigators. Users can generate weighted scores for site investigators based on attributes such as clinical trial experience, trial performance-cycle times, and legal compliance. To generate scores, users can also use the existing Salesforce platform capabilities, such as the Business Rule Engine (BRE) or Data 360 features like Calculated Insights or Einstein Studio. Alternatively, users can bring in the proprietary scores that they’ve generated with their own tools.
Update the Searchable Object Configuration in Criteria-Based Search and Filter: In Criteria-Based Search and Filter, to map the search criteria fields to specific fields in the relevant source objects, update the searchable object configuration. Users can view the suggested options as they type the keywords, making the search faster.
Run Affiliation Batch Apex Jobs: Run batch Apex jobs from the Developer console to automate tasks such as setting affiliation types, creating reciprocal affiliations, and establishing primary affiliations between accounts and parent organizations. Track the status and health of your batch Apex jobs and terminate them from Setup when necessary.
Affiliations: Use Affiliations to understand and map the connections between Healthcare Professionals (HCPs) and Healthcare Organizations (HCOs). Mapping these relationships in the healthcare ecosystem provides insights that help you target your engagement and improve outcomes.
Affiliated Account Summary: The Affiliated Account Summary modal provides a customizable view that surfaces essential information about affiliated accounts. Users get immediate access to key details without having to navigate away from their current screen. The feature also includes a quick action button to help users create a visit directly from the summary.
Batch Jobs for Affiliations: Affiliation batch jobs efficiently process large volumes of records at once by bypassing the governor limits faced by trigger handlers. These batch jobs automate tasks such as setting affiliation types, creating reciprocal affiliations, and establishing primary affiliations between accounts and parent organizations.
Configure Core Affiliation Behavior: Use General Settings in the Admin Console to configure core behaviors and views for the Affiliations tab on an account record page. These settings control aspects such as the creation of reverse affiliations and how the affiliation type, hard or soft, is determined. The settings also manage the visibility of the network graph view, and the fields used for uniqueness validation.
Considerations for Affiliations Field Sets: Make sure your implementation is successful by reviewing the considerations for affiliation field sets. These field sets directly control the appearance and functionality of the affiliation views, such as the columns in the table view and the filters in the network view. Understanding these limitations beforehand helps you tailor the experience for your users.
Considerations for Primary Affiliations: Review how the primary flag behaves across an account's affiliations and how primary affiliation changes interact with Data Change Requests.
Create a Provider Affiliation: Define the affiliation between Healthcare Professionals (HCPs) and Healthcare Organizations (HCOs) by creating provider affiliation records. Use these records to track their roles, interests, and influence for comprehensive relationship management.
Customize How Affiliations Are Displayed: Customize the appearance and behavior of account affiliations in the list, network, and hierarchy views by configuring Affiliation settings. Use these settings to also manage data relationships, enforce data validation rules, and streamline address management.
Customize the Network View Appearance: Customize the color and thickness of connectors (edges) between accounts in the network view of affiliations by using Use Network View Settings. You can also configure the filters available to users within the network view by referencing field sets on the Provider Affiliation Product object.
Picklist Values Customization for Affiliations: To make it easier for your sales rep to select the appropriate options, customize the picklist values for fields in the Provider Affiliation object.
Customize the Table View Appearance: Configure the appearance and search capabilities of the Affiliations table view. Customize the view on the account record page by adjusting pagination and defining the sort order for columns.
Link Provider Affiliations and Products: Create provider affiliation product records to link provider affiliations and products. The linking helps you track the influence of healthcare professionals on specific products.
Manage Affiliation Alignment Rules: Define affiliation alignment rules to automatically align affiliated accounts to specific territories. Create rules based on criteria such as account type, affiliation role, and specialty to ensure accounts are assigned correctly.
Map Direct and Reverse Affiliation Roles: Simplify relationship management by automatically creating a reverse role for every direct role you define. For instance, when you map a healthcare professional (HCP) as an employee of a healthcare organization (HCO), Life Sciences Cloud automatically creates the reverse relationship, designating the HCO as the HCP's Employer. This automation eliminates manual inverse entries and ensures consistent, efficient relationship management.
Territory Alignment for Affiliated Accounts: A user's territory determines which accounts they can view and manage. With territory alignment for affiliations, users can manually align an affiliated account from outside their territory to their current one.
Views for Managing Affiliations: Agentforce Life Sciences provides distinct views for affiliations, each designed to help you visualize account relationships for different purposes. The Table View presents data in a structured list. The Hierarchy View shows relationships in an org-chart format for mobile users. The Network View visualizes connections as a graph. Understanding each view helps you select the one that best fits your workflow.
Streamline Address Management: Keep practitioner addresses up-to-date by automatically adding the primary address from their affiliated organization whenever a hard affiliation is created. This makes sure that the practitioner's workplace address is always listed, without manual updates.
Create an Agent for Account Summarization: Provide key account managers, field sales agents, and medical science liaisons with intelligent agents who summarize information from multiple data points and offer key insights that support planning initiatives before a visit. Use predefined agent templates to configure agents that cater to the specific needs of personas in Life Sciences.
Account Summarization Flows for Agentforce: The Generate Healthcare Provider Summary agent action invokes the Generate Account Summary flow, which determines if an existing summary record exists and if the existing summary record captures the latest updates in an account. If there are no summary records or if the account record has updates that haven't been summarized, the flow retrieves the latest summary details.
Provide Access to Your Pre Visit Planning Agent: To help users access the Pre Visit Planning agent, create a permission set with agent access enabled, and assign it to the user. Or, provide agent access to your user's current profile.
Set Up Agentforce for Account Summarization: To start using the Agentforce features, make sure you enable Einstein Setup, visit-specific topics and actions, and account summarization. Also verify that you have records set up in your org.
Agent Topic: Pre Visit Planning: The Pre Visit Planning topic helps optimize customer interactions by providing informed, personalized insights and summaries. The topic processes the user's utterances to extract the provider's name and the user's territory, and calls the Identify Record By Name action and the Generate Healthcare Provider Summary action to generate account summaries.
Agentforce for Life Sciences: Leverage the power of Agentforce in Life Sciences Cloud. Use the Pharmacy Benefits Reverification agent to accelerate the benefits reverification process by efficiently updating patients' personal, drug, pharmacy, and healthcare provider details. Use the Site Selection Assistance Agent to accelerate the site selection process by quickly searching for sites and investigators and sending feasibility assessments.
App Alerts: Deliver in-app notifications, recommendations, guided actions, and announcements to users in their flow of work by using App Alerts. Create and assign alerts to specific territories to make sure that notifications reach the right users. Use App Alerts to enhance in-app communication, drive user engagement, and avoid missing opportunities. Alerts appear in the Notifications experience, on record pages, or on the home page of the Life Sciences Commercial app and Life Sciences Cloud Mobile app.
Set Up App Alerts for Mobile: Configure the mobile experience so that app alerts appear correctly in the Life Sciences Cloud Mobile app. Set up the required mobile metadata, components, and configurations so users can receive and interact with timely alerts on their mobile devices.
Create an App Alert: App alerts are contextual notifications that appear in the Notifications experience and in specific areas of the application. When you create an alert, select a context type to control where the alert appears: Global, Object, and Tab. You can also include an additional message to provide links, actions, or tags that guide users toward their next steps.
Create Home Office Announcements: Home office announcements are broadcast messages that appear on the home page. Use these announcements to communicate organization-wide updates, reminders, or important information to users. To create a home office announcement, create an app alert and set the Type field to Announcement.
Create a Metadata Cache: Package the object scheme configuration into a downloadable metadata cache that the mobile app can use. Create a metadata cache to make sure that the app consistently uses the latest metadata definitions, even when a network connection is unavailable.
Record Alert Configuration for App Alerts: Create record alerts to display targeted, contextual notifications associated with specific records, such as Accounts or Visits. You can create a record alert manually or trigger it automatically using the Business Rules Engine.
Share App Alerts: Ensure that notifications reach the intended audience by using App Alert Territories. By associating app alerts with specific territories, you restrict visibility so only users in those areas receive updates relevant to their roles. This targeted sharing streamlines communication and keeps teams focused on their specific responsibilities.
Additional Message for App Alerts on Mobile: Use the Additional Message field on App Alerts and Record Alerts to enhance alerts with structured, actionable content. This field supports formatted text, navigation links, external action buttons, and categorization tags in the alert. By supporting rich messaging and contextual actions, the field enables users to understand the notification and take the next step directly from the alert interface.
App Alerts Overview: Use App Alerts to create notifications, define how and when they appear, and deliver them to the correct users. App Alerts centralizes all alerts in one place and helps users to take immediate action. The alerts appear directly within the Life Sciences Commercial app and Life Sciences Cloud Mobile app, keeping users informed without disrupting their workflow.
Use Images in Home Office Announcements: To show an image in a home office announcement, select an existing image from Salesforce Files or upload an image of your choice to Salesforce Files. Paste the image file’s download URL into the Image URL field of the app alert.
Navigation Links in Additional Message: The message and notificationActions sections of the Additional Message field support navigation links that allow users to interact with records, tabs, and external platforms directly from an alert. Navigation links use URL-based actions that are categorized into three distinct types: Internal application navigation, External website navigation, and External application navigation.
Set Up App Alerts: Set up alerts so your organization can send relevant and targeted notifications, recommendations, and guided actions to users across web and mobile experiences. Configure the trigger handlers, enable alert-related components, assign access to the Apex classes, and activate the Life Sciences Commercial app for the standard user profile. Proper setup ensures that alerts appear consistently and support the intended user workflows.
Set Up Home Office Announcements for Web and Mobile: Configure the web and mobile experience so that announcements and messages from the home office are visible to users. Add the Announcements Lightning component to a record page or home page of the Life Sciences Commercial app and Life Sciences Cloud Mobile app.
Set Up App Alerts for Web: Configure the web experience so users can view alerts directly within the Life Sciences Commercial app. Add the built-in Notifications List Lightning component to a record page or home page to ensure that users can access and interact with alerts within the standard web workflow. The details on the component appear based on the context and visibility rules that you configure.
Stay Informed with App Alerts: Stay on top of your work in the office or on the go by getting important updates, recommendations, and guided actions on your mobile and desktop apps.
Assign Permission Sets for Life Sciences Cloud: To work in Life Sciences Cloud, users need the appropriate permission sets and permission set licenses. The Permission Sets page in Setup describes each permission set and shows the permission set license related to each permission set. Sort the License column to gain a clear picture of which permission sets match which permission set licenses.
Leverage Customer Engagement Best Practices: Leveraging extensive past experience in CRM, Medtech, and Life Sciences implementations, Salesforce has compiled best practices from partners, clients, and professional services. These insights, gathered over eight years from common mistakes and configuration issues, aim to guide future implementations for clients, partners, and professional services.
Trigger Handler Best Practices During Data Migration: Trigger handlers are important to maintain data sanity. However, keeping all trigger handlers enabled during data migration can lead to slow performance or hit governor limits. Make sure to review the trigger handler documentation and understand the purpose of each trigger handler.
Project Execution Best Practices for Life Sciences Cloud: Review project implementation best practices gathered by Salesforce from partners, clients, and professional services. Adopt these insights for your own implementation.
Briefings: Help your organization turn complex account data into actionable insights and reduce the time your users spend on manual pre-visit preparation using Briefings. Deliver insights to users as persona-aware, contextually relevant, AI-generated audio briefings that include summaries of changes, key activities and engagements, and discussion points for their scheduled accounts. Users can listen to these audio briefings on the go as podcasts in the Life Sciences Cloud Mobile app's built-in audio player.
Clone and Activate the Scheduled Flow for Briefings: Clone and customize the Schedule Daily Briefings of Provider Accounts flow in Flow Builder to schedule audio briefing generation. Set the frequency to daily so users receive the latest briefings before each visit, ensuring they are fully prepared.
Configure Account Summarization for Briefings: Enable Account Summarization as the data source for Briefings so Salesforce can generate audio briefings for each account with a scheduled visit. Account summarization provides contextually relevant smart summaries of accounts to help users quickly understand key details and insights.
Enable Briefings: Give your users access to Briefings and its related data by enabling the org pref in your Salesforce org. Briefings help you transform complex account data into meaningful insights for your users.
How Briefings Work: Briefings helps you transform complex account data into personalized audio briefings through a two-stage process. Configure a scheduled flow that runs daily to convert account summaries into human-readable, natural language text. Sync this data into the Life Sciences Cloud Mobile app by creating object metadata cache configurations for Briefings objects. The mobile app then converts this data into audio using Kokoro, an on-device text-to-speech model, delivering the latest audio briefings before every scheduled visit.
Manage Presentation Content Definition Assignments: Use the Presentation Content Definition Assignments to control which user profiles can access and receive audio briefings in your org. This configuration helps ensure the right users get timely, relevant updates. Only one Presentation Content Definition record is required for Briefings.
Mobile App Configuration for Briefings: Configure the object schema for supported Briefings objects and generate a metadata cache to make the relevant objects available in the Life Sciences Cloud Mobile app. The mobile app uses on-device text-to-speech capability, powered by Kokoro, to generate personalized, up-to-date audio briefings for your users.
Clone and Assign Permission Sets for Briefings: Clone the built-in permission sets for admins and end-users, enable the required system permissions, and assign them to users based on their roles to access Briefings.
Listen to Audio Briefings of Accounts Before Your Provider Visits: As sales reps, medical science liaisons, and key account managers, you spend significant time manually reviewing account data to prepare discussion points before every scheduled HCP and HCO visit. With Briefings, you get personalized audio briefings that include visit history, prescribing trends, and key talking points. Listen to these briefings on the go in the Life Sciences Cloud Mobile app and walk into every visit fully prepared.
Provider Bulk Sync: Provider Bulk Sync helps organizations to effectively and efficiently manage their relationships with Healthcare Organizations (HCOs) and Healthcare Providers (HCPs). It allows organizations to integrate HCP and HCO data from IQVIA OneKey directly into the Life Sciences Cloud data model. This process helps organizations get verified HCP data, which helps users have the right information for their customer engagement plans and activities. The verified data can be used for territory planning and other processes.
Create Batch Jobs to Copy Healthcare Provider Addresses: Create Batch Management jobs that trigger the necessary flows, which in turn call the invocable actions to create a copy of the Contact Point Addresses and Process Provider Affiliation Addresses.
Sequence Address Batch Jobs by Using a Flow: To make sure that address synchronization batch jobs run in the correct order, create a flow that automatically initiates the Process Provider Affiliation Addresses batch job only after the Process HCP Contact Point Addresses batch job completes.
Create Flows to Trigger Invocable Actions to Copy Addresses: Create Salesforce Flows that are used by batch jobs to trigger invocable actions that create a copy of healthcare provider (HCP) address records from the affiliated healthcare organization (HCOs).
Create a Copy of Healthcare Provider Address Records by Using Flows and Batch Jobs: Regulatory restrictions in certain countries prevent the retrieval of healthcare provider (HCP) addresses via IQVIA OneKey. To ensure data completeness, use Salesforce batch jobs and flows to trigger invocable actions that create copies of address records from the main affiliated healthcare organizations (HCOs) for all corresponding HCP records. The Process Affiliation Address Records invocable action is triggered when a healthcare professional's affiliation status changes, such as joining or leaving a healthcare organization. The Process Contact Point Address Records invocable action is triggered when a healthcare organization's address is added or updated.
Set Up Provider Bulk Sync by Using Built-In MuleSoft Integration: Integrate Life Sciences Cloud with IQVIA’s OneKey to import healthcare provider and organization information from an external system into Salesforce Life Sciences Cloud for Customer Engagement. Life Sciences Cloud offers a prebuilt suite of integrations apps, such as the Provider Bulk Sync API and the Onekey System API. These apps are deployed by using MuleSoft Direct to seamlessly integrate with and import healthcare provider information from various external data sources.
Bulk Update for Account-Related Records from Related Lists: Give your users an efficient way to update multiple account-related records in a single action from a related list. To allow bulk updates from related lists, enable bulk edits for the user profile, create a custom button, and add the custom button to the account page layout.
Configure Visit Preview: Configure the visit preview to let your users view key visit details directly on the calendar grid by tapping a visit, without opening the visit record.
Configure Calendar Events: Create the required calendar event types to enable scheduling and planning in the Life Sciences Customer Engagement app. These predefined types allow users to easily create and manage events directly from the Calendar.
Map Business Hours to Holidays: Map holidays to your business hours to prevent users from scheduling visits, time off territory events, or managed events during holidays.
Set Up My Team for Managers: Enable managers to view the schedules of their team within the assigned territories by assigning the required permission sets and creating a custom tab.
Configure Calendar Parameters: Customize the calendar experience by configuring the parameters for the calendar display, account search, business hours, routines, and event indicators. You can apply these settings across your organization or to specific user profiles.
Calendar: Help your sales teams visualize and prioritize key activities, including visits, time off territory, managed events, non-customer facing general events, and assessment tasks. Schedule activities with the best time suggestions to avoid conflicts and create optimized daily plans. Users can save sets of visits as routines and access team member's schedules. With Life Sciences Customer Engagement Calendar, users easily identify different types of activities alongside their key information and status.
Prerequisites for Calendar: Before you configure and use Life Sciences Customer Engagement Calendar, complete the required setup tasks for the Account Address, Assessment Tasks, Best Time, Lists and Filters, , and Visits features.
Supporting Clinical Data in Life Sciences Cloud: Clinical data that comes from EHR or other clinical systems is critical to the planning, execution, and management of coordinated care plans for patients. Clinical data can be integrated with Salesforce using several standard APIs to map messages from EHR systems into Life Sciences Cloud objects and fields.
The Clinical Data Model and FHIR: The Clinical data model is built to align with the Fast Healthcare Interoperability Resources (FHIR) specification, which is an open API standard for the exchange of healthcare information. The FHIR standard is defined by Health Level 7 (HL7), the organization that also defined the HL7 messaging standard.
Recommendations for Using Code Sets and Code Set Bundles: The type and range of codes required vary across organizations. The code requirements also depend on the type of care and services organizations provide and on the terminology systems they prefer. As such, Life Sciences Cloud doesn’t pre-populate these objects with any codes from terminology systems.
Code Sets and Code Set Bundles: Having accurate information and standardized definitions is vital for the life sciences industry. Serious consequences can occur if organizations differ in their interpretation of a patient’s data. To avoid this scenario, the life sciences industry uses terminology systems that standardize the definitions of various situations and clinical data. These systems consist of subunits that the industry terms Coding, Codeable Concept, and Value Set.
Codings, Codeable Concepts, and Value Sets: To work effectively with these entities, it’s important to know what they are first. These entities are related to each other by way of hierarchies, concepts, or contexts.
Use Commercial Excellence: Reduce manual tasks and streamline sales processes by using a screen flow to automate sales agreement and quote record conversion.
Set Up Common Customer Engagement Components: Notify users of critical updates with App Alerts. Prevent legal and regulatory violations by making informed decisions with License Validation Checks. Manage complex business processes and guide users through their tasks with clear steps with multi-step workflows and related lists. Maximize customer engagement efficiency with Multi-Object Components and Dynamic Tree Views. Create Quick and Custom Actions for smoother workflows. Visualize Sales Data for effective customer interactions.
Concur Expense Sync: Concur Expense Sync helps organizations to effectively and efficiently manage expense reporting for field operations by synchronizing visit-related expense data between SAP Concur and Life Sciences Cloud using a dedicated MuleSoft integration. This process ensures that field representatives can capture and manage expenses directly from the mobile app, providing them with a unified experience that maintains data accuracy.
Set Up Concur Expense Sync by Using Built-In MuleSoft Integration: Integrate Salesforce with SAP Concur to automatically synchronize visit expense records between the applications. Life Sciences Cloud offers a prebuilt integration app, Concur Expense Sync, which automates the flow of expense data so field reps can manage visit-related expenses seamlessly from the Life Sciences Cloud mobile app. The Concur Expense Sync app is deployed using MuleSoft Direct to provide a bidirectional synchronization that ensures data consistency and policy compliance across both platforms.
Add Expense Tab to Visit Page: Enable the Expense tab on visit records so that users can track and update their visit expenses without leaving the page.
Create an Expense Type: Create expense types to help your users classify their visit expenses.
Customize the Life Sciences Cloud Mobile App: Help your field teams manage their daily tasks efficiently using the Life Sciences Cloud Mobile app. Configure object metadata cache settings, application settings, profile-based configurations, and UI customizations to control data access, feature behavior, and the overall mobile app experience for your organization.
Configure the Enablement Coaching Record Page: Add the offline assessment component to the Enablement Coaching record page so that coaches and coachees can enter or review evaluations. Configure tabs and fields that support scheduling, development plans, and workflow status.
Configure Customer Engagement: Accelerate time to market and reduce setup complexity for field sales representatives by using an AI assistant to automatically deploy starter configurations, establish territory hierarchies, and provision test visit data in a new Life Sciences Cloud org.
Consent Management: Capture, synchronize, and honor the communication preferences of healthcare professionals across different subscription topics and channels. Use Consent Management to limit outreach to healthcare professionals who have provided consent and stay compliant with data privacy regulations.
Add a Channel to a Subscription: Define the channel types, such as email, SMS, or direct mail, that a healthcare professional can select as their primary mode of communication.
Add a Logo to the Consent Page: Use static resources to upload a logo or image that you can reference in the Life Sciences Cloud for Customer Engagement app. This logo appears in the signature section when sales reps collect consent from healthcare professionals, helping your organization maintain brand consistency.
Create an Engagement Channel Type: Create an engagement channel type record to define the different communication methods. Adding new channel types makes these options available on the Consent page.
Add a Subscription to the Consent Page: Create a Communication Subscription record to give healthcare professionals add new subscription topics to choose from on the Consent page on the Life Sciences Cloud for Customer Engagement app.
Batch Jobs for Consent Management: When account and territory mapping is changed, Consent Management batch jobs help in aligning the sharing records for Communication Subscription Consent and Communication Subscription Compliance Snapshot objects.
Configure the Capture Consent Quick Action: Streamline the Consent Management workflow and reduce the navigation time by creating a quick action and adding it to the Account or Visit record page.
Create a Data Use Purpose Record: Associate a Life Sciences Marketable Product to a Communication Subscription by creating a Data Use Purpose record to manage and organize consents for specific products.
Consent Management Data Model: Consent Management uses these objects to capture and store a healthcare professional's communication preferences and the proof behind each consent.
Mobile App Configuration for Consent Management: Create object metadata cache configuration for supported Consent Management objects and generate a metadata cache to make sure your sales reps can view and update consents on the Life Sciences Cloud Mobile app.
Manage Subscriptions and Channels: Quickly create a record from an object's homepage that is necessary to use the features within Consent Management.
Send a Confirmation Email: Send a personalized follow-up email to a healthcare professional (HCP) after you capture their consent or signature.
Set Up Consent Management: Configure how field users capture consent from healthcare professionals (HCPs) for each subscription and its channels. Choose which consent statuses are available, set proof requirements for the desktop site and the mobile app, and filter which subscriptions, disclaimers, and terms appear on the Consent page.
Share Accounts With Field Users: Give users access to accounts so they can work with consent and related account data in Life Sciences Consent Management.
Capture a Customer's Consent and Communication Preferences: Update the communication subscriptions and channel preferences of healthcare professionals (HCPs) directly from an account’s record page. Plan and execute your outreach strategies better by seeing an HCP’s consent status and communication preferences, all in one place. Capture consent directly from an Account or a Visit record page using the Capture Consent quick action.
Consent Management Workflow: Consent Management records a healthcare professional's communication preferences through a defined save workflow that creates a compliance snapshot, resolves the consent record, and links any proof of consent. Understand this workflow to see what happens each time consent is saved and why a consent record does or doesn't appear on an account.
Create Account Merge Requests: A merge request record represents a mapping of consolidated and merged accounts. You can create multiple mappings by creating merge request records. These records are further used in batch-job processing.
Create Care Provider Facility Specialty Records: Create care provider facility specialty records to represent all the specialties that the practitioner provides at a specific facility or for a specific organization. These records help patients find a provider by the specialties they offer at a facility.
Create Care Specialty Records: Healthcare providers can have multiple specialties and subspecialties. Create care specialty and healthcare provider specialty records to represent them. You can also classify specialties and subspecialties using taxonomy records.
Create Healthcare Facilities: Create a healthcare facility record to represent the facility's physical, geographic, or functional details. A healthcare organization’s local branches or facilities need healthcare facility records that reference a business account and a healthcare provider record for that specific branch or facility.
Create Healthcare Facility and Payer Networks: Create healthcare payer network records for insurance network groups, and then create healthcare facility network records to identify the payer network that a facility or organization is a part of.
Connect Healthcare Practitioners with Facilities: Define the relationship between a practitioner and a facility or organization by creating a healthcare practitioner facility record to represent the set of services that a practitioner provides at that facility or for that organization.
Create Life Science Metadata Object Sharing Rules: Support access to Customer Engagement features by creating object sharing rules for Life Science Metadata Categories and Life Science Metadata Records.
Create Page Layouts and Record Types for People and Organizations: Create page layouts and assign them to different record types to hold data for the different types of organizations and people that your organization interacts with. For example, create separate business account record types with different page layouts for pharmacies, payers, and healthcare provider organizations.
Create Records for Healthcare Organizations: Create a business account record to represent a healthcare facility as an organization and create a healthcare provider record to represent what the organization does.
Create Records for Healthcare Practitioners: Create a person account record to represent a healthcare practitioner as a person and create a healthcare provider record to represent what the practitioner does.
Life Sciences Cloud (LSC) Apps: LSC Apps are custom Lightning web components (LWCs) that you can create and embed on the Life Sciences Cloud mobile app. These apps help you to design and implement complex features and integrations on Lightning pages and in the Life Sciences Cloud mobile app.
Custom Lightning Web Components in the Agentforce Chat Window: Show custom Lightning Web Components as agent action responses in the Agentforce chat window on the Life Sciences Cloud mobile app. On the mobile app, components receive parameters differently than on the desktop site, so your LWC code must handle both patterns.
Activate the Custom Lightning Type for Agentforce Mobile: After you deploy your custom Lightning type bundle and Lightning Web Components (LWC), update the agent action to use the custom type. This update makes sure that the component renders in the Agentforce chat window on the mobile app.
Multiple Components in an LSC App: In the Life Sciences Cloud mobile app, the Home Page and each tab on a record page support only one Life Sciences Cloud (LSC) app as an inline component. To combine multiple views or actions in one place, nest custom Lightning web components (LWCs) inside a single inline component. The component limit applies only to the LSC app that you add directly to the page or tab, not to the nested components running inside it.
Turn On LSC Apps Offline Support: Turn on offline support so reps can use your custom Life Sciences Cloud (LSC) Apps without a network connection.
Supported and Unsupported LWC Adapters for Offline Use: Review which Lightning Data Service (LDS) wire adapters support offline data resolution in the Life Sciences Cloud mobile app. Use this information to design your Lightning web components (LWCs) for offline use.
LSC Apps Offline Support: With LSC Apps offline support, your custom Lightning Web Components (LWCs) resolve data requests from the device's local database when the device is offline.
OrCondition Class: Builds a SOQL condition that combines multiple nested conditions with the OR operator, so the condition matches when any nested condition is true. Extends GroupCondition.
Custom Scripts for Life Sciences: Custom scripts are programmatic tools for data validation across workflow management and visit management in Life Sciences Customer Engagement. Custom scripts are supported on desktop and both online and offline in the Life Sciences Cloud mobile app.
AndCondition Class: Builds a SOQL condition that combines multiple nested conditions with the AND operator, so the condition matches only when all nested conditions are true. Extends GroupCondition.
Condition Class: An abstract class that serves as the foundation for all conditions and lacks a concrete implementation.
ConditionBuilder Class: Builds a WHERE clause to use as part of a SOQL query. Validates if the current user has access to the fields that are used in conditions.
ConditionEnhancedBuilder Class: Serves the same purpose as the ConditionBuilder class. Only use the ConditionEnhancedBuilder class with the db.bulkQuery function. The ConditionEnhancedBuilder class doesn’t validate whether the current user has access to the fields that are used in the query conditions.
DateFieldCondition Class: Builds a SOQL condition for a date field based on the specified operator. Extends FieldCondition.
DateTimeFieldCondition Class: Builds a SOQL condition for a datetime field based on the specified operator. Extends FieldCondition.
FieldCondition Class: Builds a SOQL condition for a field based on the specified operator. Extends OperatorCondition.
GroupCondition Class: Builds a SOQL condition based on multiple nested conditions. Extends Condition.
OperatorCondition Class: Extends the Condition class. Used as a super class for specific conditions.
Query Class: Creates a SOQL query based on an input. Only use the Query class as a subquery of SetCondition. To build a complex WHERE clause, pass SetCondition to ConditionBuilder.
SetCondition Class: Builds a SOQL condition for a field whose value is in a specified range. Extends OperatorCondition.
Classes for Life Sciences Custom Scripts: Life Sciences Customer Engagement supports various JavaScript classes in custom scripts. These classes enable you to create powerful and flexible logic within the script, particularly for constructing queries and managing data. Each class includes a description of its purpose, constructor details, parameters, methods, and examples.
Visit Action Validation Scripts: Visit action validation scripts help make sure that users follow business rules before saving, signing, or submitting a visit. These scripts run when the user selects the Save, Sign, or Submit action.
Functions for Life Sciences Custom Scripts: Use functions to enhance the robustness and adaptability of your custom scripts in Life Sciences Cloud for Customer Engagement. These functions provide specific utilities, from error handling and namespace management to retrieving metadata about available fields.
Life Sciences Custom Scripts Reference: Understand the available JavaScript classes, functions, and variables that you can include in a Lightning web component for custom scripts in Life Sciences Customer Engagement.
Test Custom Scripts for Life Sciences: Because custom scripts aren’t typical Lightning web components, you can’t test them in the same way. Write custom Jest tests to test the Lightning web components that you create as custom scripts for Life Sciences Customer Engagement.
Troubleshoot Custom Scripts for Life Sciences: To troubleshoot and debug custom scripts for Life Sciences Customer Engagement, use Chrome Developer Tools. The Console tab shows log information, while the Network tab helps monitor network requests, responses, and performance.
Database Variable: The db object provides access to the database to query records. All db functions are executed synchronously on the Life Sciences Cloud mobile app and asynchronously on desktop. In order to query correctly, use await syntax.
Environment Variable: The environment (env) variable manages environment settings. You can retrieve or create environment option values, get log information, and format labels for localization.
Record Variable: The record variable represents the current record in the context of the custom script. You can retrieve string, number, boolean, or date field values, and you can set values for fields on the current record.
User Variable: The user variable represents the current user and provides methods to access and modify field values on the user record. You can retrieve string, number, boolean, or date field values, and you can set values for user record fields.
Variables for Life Sciences Custom Scripts: Global variables in Life Sciences Customer Engagement custom scripts provide access to contextual information such as environment details, database interactions, current record data, and user information. Use these variables to develop dynamic, data-driven custom scripts.
Example: Validate Visit Data on Save, Sign, and Submit: This example script validates visit data when a user saves, signs, or submits a visit. It checks for required samples, product details, messages, sample dependencies, and attendee account types.
Example: Validate Visit Limits: This example script enforces visit limits and uses custom metadata and permission sets. It checks per-rep and per-product visit limits, returns warnings and errors based on the user's permission set, and validates child attendee visits.
Institution Doctor Accounts: In countries like Japan, tracking healthcare professional (HCP) interactions at the healthcare organization (HCO) level is a best practice. Institution Doctor Accounts support this practice by creating accounts that represent each HCP's relationship with a specific institution. Your field reps can capture all activities—visits, inquiries, and insights—in these accounts.
Institution Doctor Account Admin Console Configurations: Configure Institution Doctor record types for both accounts and HCPs to align with your business logic. Restrict manual account creation or configure search to help your team manage and accurately locate Institution Doctor accounts.
Institution Doctor Account Batch Jobs: Batch jobs are automated processes designed to manage Institution Doctor accounts efficiently. Make sure that all Institution Doctor accounts are valid by either triggering the batch job immediately or scheduling it for later.
Configure Institution Doctor Account Record Types: To use the Institution Doctor Accounts feature, map the record type you’ve created for Institution Doctor accounts with Account and Healthcare Provider record types shipped with the product.
Configure HCP and HCO Related Lists: To go to related Institution Doctor accounts from an HCP or HCO, create related lists on the Account and Healthcare Provider pages.
Configure Institution Doctor Account Search Filter: By default, HCO search results exclude Institution Doctor account to prevent misclassification. To help your field reps accurately locate Institution Doctor accounts, add the Institution Doctor record type to the search filter.
Turn off Institution Doctor Account Creation: Make sure that Institution Doctor accounts aren’t created in an improper format. Automatic account creation enforces your organizational rules and data governance policies.
Turn on Institutional Doctor Accounts: Help field reps capture their interactions with an HCP at their associated HCO by enabling the feature at the organizational level.
Institution Doctor Account Flows: Salesforce provides pre-built flows to manage Institution Doctor accounts. Customize these flows to work with Institution Doctor accounts.
Get Your Org Ready for Institution Doctor Accounts: Before you set up Institution Doctor Accounts in Agentforce Life Sciences, make sure that you have the required user profiles, licenses, and permission sets.
Institution Doctor Accounts Setup: Prepare your org by activating the Institution Doctor Accounts feature, configuring related lists for accounts and HCPs, and customizing the pre-built flows.
Align Institution Doctor Territory with HCP and HCO: Manually align HCPs with territories and all related Institution Doctor accounts also get aligned with the same territory. You can also directly align an Institution Doctor account with a territory. When you align an Institution Doctor account with a territory, the associated HCP and HCO also get aligned with the territory.
Use Institution Doctor Account Feature: Record your interactions with HCPs at their associated HCO. Institution Doctor accounts are available both on the web and on mobile devices.
Add Tabs to the Life Sciences Commercial App: The Life Sciences Commercial app in your Salesforce org shows the Home, Admin Console, and Accounts tabs by default. Add Customer Engagement tabs such as Calendar, Intelligent Content, and Visits to the app. The app is only available in your org after you install the Customer Engagement managed package.
Assign Permission Sets to Life Sciences Customer Engagement Users: To work with Life Sciences Cloud for Customer Engagement, users need the appropriate permission sets and permission set licenses. The Permission Sets page in Setup describes each permission set and shows the permission set license related to each permission set.
Build Your Life Sciences Cloud for Customer Engagement Solution: For a successful rollout, it’s crucial to understand the implementation sequence for Life Sciences Cloud for Customer Engagement. We recommend you take a phased approach to implementation. A phased approach helps you strategically determine the order in which you configure and deploy Customer Engagement features, especially when many of these features have interdependencies.A phased approach helps you build a solid foundation, avoid compliance issues, and accelerate your time to value.
Configure Mirror Territory: Configure the settings to let your users view events from shared (mirror) territories in the Life Sciences Customer Engagement Calendar.
Create and Add an LWC as an Inline Component on a Record Page: Make your custom Life Sciences Cloud (LSC) apps accessible to users directly from a record page alongside native components in the Life Sciences Cloud mobile app. Create a custom Lightning web component (LWC) and add it to the record page as an inline component.
Create and Add an LWC Quick Action to a Record Page: Make your custom functionality available from the Quick Action menu of a record page by creating and adding the custom quick action to the record page.
Create and Add an LWC to the Home Page: Give users global access to a custom feature from the Home page by creating and adding the custom LWC to the Home page.
Create Custom Profiles for Customer Engagement Users: Before you create Customer Engagement user records, create custom profiles for admins and standard users by cloning the System Administrator or Standard User profile.
Sync Changes to the Mobile App: Sync your latest changes to the Life Sciences Cloud mobile app by generating a metadata cache.
Set Up Data 360 for Life Sciences Cloud for Customer Engagement: Before you use the Life Sciences Data Kit, complete the basic configurations required to work in Data 360. Set up Data 360, enable the required Life Sciences Cloud for Customer Engagement features, connect Data 360 to your Salesforce CRM org, and verify the SSOT version.
Integrate Data 360 and Tableau Next with Customer Engagement: Integrate Data 360 and Tableau Next with Life Sciences to transform complex life sciences data into actionable insights and enhanced visualizations. Tableau Next requires Data 360 and the Data 360 semantic layer. Set up Sales Data reports to help your users better understand their customers and plan effective interactions.
Deploy Life Sciences Data Kit: Deploy Life Sciences Data Kit to access data streams, data lake objects, and data transforms built specifically for Life Sciences use cases.
Engage With Your Customers: Perform tasks related to visiting your customers in person or remotely, customizing and sending emails, creating and submitting medical inquiries, and presenting content to your customers.
Get Your Org Ready for the Customer Engagement Managed Package: Complete tasks before you install the Life Sciences Cloud for Customer Engagement managed package in your org. The package installation process fails when you don’t complete these prerequisite tasks.
Get Your Org Ready for Your Users: Now that you've installed the Customer Engagement managed package, get your org ready for users by creating custom profiles, adding users and assigning permission sets. Then,create account and person account page layouts and record types for healthcare organizations and professionals, add tabs to the Life Sciences Commercial app, and support access to Customer Engagement features by creating object sharing rules for Life Science Metadata Categories and Life Science Metadata Records.
Install the Customer Engagement Managed Package: Install the Life Sciences Cloud for Customer Engagement managed package in your Salesforce org before you set up Life Sciences Customer Engagement features. The package contains the Life Sciences Commercial app, which includes an Admin Console from where you can configure Customer Engagement features in one place.
Learn About Life Sciences Cloud for Customer Engagement: Unify and elevate every step of your commercial engagement strategy with Life Sciences Cloud for Customer Engagement. With this add-on to Agentforce Life Sciences, your pharma or medtech organization can engage healthcare professionals with compliant, AI-powered tools for visits, content delivery, and strategic account planning.
Manage Accounts: Perform tasks such as viewing a smart summary and getting a quick snapshot of a HCP or HCO account, adding an account address, submitting data change requests, and updating a rating.
Manage Key Accounts: Nurture long-term partnerships with your key accounts and target territories. Anticipate customer concerns, identify growth opportunities, dedicate resources to offer tailored solutions, and ensure the long-term success of the partnership. Create Account Plans to build relationships with major customers, analyze customers’ prescribing power, and gather input about the potential impact of pharma products. Use Territory Plans to monitor regional treatment patterns, gain medical insights, and disseminate scientific information to accounts.
Manage Sample Inventory: Sample Inventory Management provides a unified view of transactions, shipments, inventory counts, and assigned batches. Stay on top of items that require urgent attention, such as pending acknowledgments of transferred samples. Track inventory operations in a timeline, create product requests, and submit your inventory counts all on one screen.
Set Up the Life Sciences Cloud Mobile App: Set up the Life Sciences Cloud mobile app to enable your field users to securely connect with healthcare professionals and organizations through their iPads. Field users can access and work with critical data, content (PDFs, HTML5, videos), reports, and smart summaries with or without an internet connection.
Patch Releases Spring `26: We release patches periodically. Check back here for information on each Winter `26 patch release for the Life Sciences Cloud mobile app.
Patch Releases Summer `26: We release patches periodically. Check back here for information on each Summer `26 patch release for the Life Sciences Cloud mobile app.
Patch Releases Winter `26: We release patches periodically. Check back here for information on each Winter `26 patch release for the Life Sciences Cloud mobile app.
Patch Releases Winter `27: We release patches periodically. Check back here for information on each Winter `27 patch release for the Life Sciences Cloud mobile app.
Life Sciences Cloud for Customer Engagement Package Patch Releases: Review the patch updates released for the Life Sciences Cloud for Customer Engagement managed package, organized by release, such as Winter, Spring, and Summer. For mobile app patches, see the Life Sciences Cloud mobile app patch releases.
Patch Releases Spring `26: We release patches periodically. Check back here for information on each Spring `26 patch release for the Life Sciences Cloud for Customer Engagement package.
Patch Releases Summer `26: We release patches periodically. Check back here for information on each Summer `26 patch release for the Life Sciences Cloud for Customer Engagement package.
Patch Releases Winter `26: We release patches periodically. Check back here for information on each Winter `26 patch release for the Life Sciences Cloud for Customer Engagement package.
Patch Releases Winter `27: We release patches periodically. Check back here for information on each Winter `27 patch release for the Life Sciences Cloud for Customer Engagement package.
Life Sciences Cloud for Customer Engagement Patch Releases: We release patches periodically. The patch updates in this section provide information on each patch release for the Life Sciences Cloud for Customer Engagement package and Life Sciences Cloud mobile app.
Life Sciences Customer Engagement Personas: Learn about the key responsibilities of Salesforce admin roles such as the system admin, business admin, and mobile admin, and where they overlap. Learn about the key responsibilities of user roles such as field sales reps, key account managers, and medical sciences liaisons, and their key responsibilities.
Plan Engagements: Optimize daily schedules by showing key events and applying predefined routines on the calendar. Log and manage time away from your territory. Increase your plan’s success rate and personalize action plan templates for Key Account Management. Achieve business objectives with proven strategies for key accounts, and drive initiatives for key accounts in a territory. Perform tasks such as reviewing and submitting provider activity goals for manager approval and final administrator approval, and tracking the status of activity plans.
Plan Your Customer Engagement Implementation: Learn how to gather business requirements, sequence feature deployment, set project milestones, import data, and work with your business users to implement Customer Engagement successfully.
Run Batch Jobs: Automate the processing of large record volumes by running Apex batch jobs from the Admin Console.
Life Sciences for Customer Engagement and Salesforce Products: Life Sciences Cloud for Customer Engagement is built natively on the Salesforce Platform. It integrates with Data 360, MuleSoft, Tableau Next, and Agentforce to create a complete field engagement ecosystem.
Get Your Org Ready for Customer Engagement: Complete tasks that impact your entire org before you install the Life Sciences Cloud for Customer Engagement managed package. After you install the managed package, complete more tasks that impact your entire org.
Set Up Customer Engagement with Salesforce Go Solution: Salesforce Go provides a seamless, automated configuration process to accelerate your Customer Engagement setup. Instead of navigating through disparate manual steps, you can install the metadata, enable core features, and deploy sample data from a single interface.
Data 360 for Life Sciences Customer Engagement: Integrate Data 360 with Life Sciences Cloud by using the Life Sciences Data Kit. When you deploy the Life Sciences Data Kit, you get access to prebuilt data mappings, data streams, and other features that unify and harmonize your Account Management data.
Data Change Request: Use Data Change Request to manage how data changes are submitted, validated, and implemented across the Life Sciences Cloud for Customer Engagement app. Reduce manual corrections, prevent unapproved changes from being applied, and maintain data consistency across both web and mobile apps.
Approve or Reject a Data Change Request: Review and act on data change requests submitted directly by users in the Life Sciences Cloud for Customer Engagement app. Create a Lightning Component tab to approve or reject a change request.
External Validation Requirements for Data Change Requests: Prevent downstream OneKey rejections and rework by making sure your setup is aligned from the start. Before enabling external validation for data change requests, make sure your data model and integration mappings meet specific requirements.
Create Life Science Data Change Definition Managed Fields: Managed fields determine which updates trigger a data change request for supported objects. Creating records for each object makes sure that changes to critical data are reviewed, validated, and approved through the Data Change Request workflow.
Mobile App Configuration for Data Change Request: Configure object metadata settings for the supported Data Change Request objects. Generate a metadata cache to package the configuration into a downloadable metadata cache that the iPad uses for online and offline access.
Configure Related Lists for Data Change Requests: To enable users to access all the data change requests that they created for a specific record, add the Life Science - Related List component to the Life Science Data Change Request record page.
Set Up Data Change Request by User Profile: Control how you govern data updates for various objects in Life Sciences Cloud for Customer Engagement. Specify whether changes apply immediately or require review before finalization. This setup makes sure that data updates comply with your organization’s review policies and support profile-specific handling of data changes.
Set Up Data Change Request Validation Types: Use validation types to define the validation of data change requests for different record types. Configure each request to go through internal validation, which your organization manages, or external validation, managed by OneKey. Select the option that aligns with your organization's quality requirements.
Data Change Requests: As a user working on the Life Sciences Cloud mobile app, when you update supported records or create records, your changes go through a validation process to make sure they meet your organization’s data policies.
Dynamic Tree View Components for Life Sciences: Configure a Dynamic Tree View component to show related Life Sciences Cloud for Customer Engagement data in an expandable hierarchy. Users can easily explore related records in one place without going to multiple pages, boosting visibility and saving time. For example, show the account hierarchy within a health system, or visualize how healthcare professionals (HCPs) and healthcare organizations (HCOs) are aligned under specific territories.
Add a Dynamic Tree View Component to a Record Page: Use Lightning App Builder to add your Dynamic Tree View component to the parent object’s Lightning record page in Life Sciences Cloud for Customer Engagement.
Configure a Dynamic Tree View Component: Create a dynamic tree view component configuration to show Life Sciences Cloud for Customer Engagement data for related objects in a hierarchical view.
Emails and Templates: Configure email templates and fragments that streamline email communication between sales reps and healthcare professionals (HCPs). Manage and capture consent to help make sure that your organization meets relevant compliance requirements, and monitor email analytics to optimize campaign performance. Sales reps can send emails to HCPs by using preapproved templates throughout Life Sciences Cloud for Customer Engagement and the Life Sciences Cloud mobile app.
Customize and Send Emails: Send emails to healthcare professionals (HCPs) and healthcare organizations (HCOs) from any point in your workflow. Easily select an email template from a preapproved list, add relevant attachments, and use fragments to personalize the email content for your audience. Track key performance metrics such as opens and clicks so you can monitor and optimize email campaigns.
Mobile App Configuration for Emails: Set up object metadata cache configurations for the supported Life Sciences email objects. Generate a metadata cache to package the object schema configuration that the Life Sciences Cloud mobile app uses for online and offline access. This configuration defines how the mobile app fetches and stores the necessary metadata when a network connection is unavailable.
Get Your Org Ready for Emails: Before you get started with email administration, complete a few tasks to prepare your org for email features.
Manage, Share, and Track Email Fragments: Fragments are reusable HTML content blocks that sales reps can insert into the body of an email template to customize email content. For example, a fragment can contain a preapproved product blurb, such as key benefits or usage instructions. Users with access to that fragment can insert it into emails, and you can track which fragments are included in each sent email.
Manage Email Templates: Create and manage the email templates that you want your sales reps to use in the field. Link email templates and their fragments to specific products or align them with specific territories so that they’re available to the right users.
Monitor and Manage the Email Queue: Get an administrative view into the flow of emails. Monitor and manage emails that were sent recently or are awaiting delivery.
Schedule Email Jobs: Email jobs enable efficient and timely large-scale communication with healthcare professionals (HCPs) and healthcare organizations (HCOs). Schedule jobs to send emails at specific times or intervals. Track email status and collect engagement metrics for sent emails.
Configure Email Settings: Customize the behavior of email templates and the email queue, and define how sales reps can use email templates in the field. Optimize email delivery, tracking, and consent management. For granular control, apply settings for the entire org, for certain profiles, or for specific users.
doLoad Function: Executes code automatically as soon as the Life Sciences email loads.
Dynamic Capabilities for Email Templates: Life Sciences Customer Engagement uses a Mustache template processor to process and display dynamic content in email templates. Before a page loads, data is collected as a JSON string and fed into the Mustache template processor, which uses it to fill in the content placeholders in the email template. In the Send Email window, users see the populated email template.
fetchValidationFailed Function: Prevent sending emails with empty or invalid query data in Life Sciences Customer Engagement.
fetchWithParams Function: Queries Life Sciences Customer Engagement data and returns results to the specified callback method.
JSON Structure for Email Templates: Understand the hierarchy and structure of the JSON properties that are available to the Mustache template processor in Life Sciences Customer Engagement email templates.
Guidelines for Life Sciences Email Templates: Create predefined email templates with dynamic variables, rich text, content fragments, and advanced queries so that field users can send personalized emails to healthcare professionals (HCPs). In the email template ZIP file, include structured layouts, images, text, fragments, and attachments. Then, admins can upload the ZIP files to Life Sciences Customer Engagement and create email templates.
Email Template ZIP Files: Create a ZIP file that contains email template data. In Life Sciences Customer Engagement, admins upload these ZIP files to create and share email templates with field users.
Distribute Email Templates to Territories: Assign relevant territories to email templates so that only the sales reps for those territories can access the templates.
Manage Email Template Versions: Rather than creating a new email template, you can upload new versions to make smaller changes such as updating email text or images.
Use a Third-Party Email Service: The Life Sciences Customer Engagement managed package includes the EmailQueueProcessor Apex interface to integrate with a third-party email service provider and handle email operations. Create an Apex class that implements the EmailQueueProcessor interface.
EmailQueueProcessor Example: This example creates an Apex class that implements the EmailQueueProcessor interface to integrate a third-party email service with Life Sciences Cloud for Customer Engagement.
EmailQueueProcessor Interface: The EmailQueueProcessor interface handles email operations for a third-party email service, including sending emails and updating the tracking status in Salesforce. You can add additional implementations for different email service providers.
Enable Users to Make Changes in Bulk: Allow users to edit multiple account-related records from the mobile app at once by enabling the bulk edit capability for a specific user profile or for all user profiles in your org.
Complete and Share a Coach Evaluation: Start the coaching workflow, record scores and response text, save drafts, and share final feedback. The applicable actions depend on the coachee's Self-Evaluation and Acknowledgement settings.
Complete a Self-Evaluation: Record your perspective without seeing the coach's current evaluation. Save drafts as you work, then submit the self-evaluation to make it read-only and available to the coach.
Configure Access to Enablement Coaching: Provide business admins, coaches, and coachees with the role-specific access required to participate in enablement coaching events. Create coach access from the standard field sales representative permission set so that only designated users can create and manage coaching events.
Configure Field-Level Security for Enablement Coaching: To manage Enablement Coaching your coaches must have access to certain fields that aren't available by default. You must grant your coaches read access to these fields.
Configure Enablement Coaching Settings: Configure org-level participant labels and Omni Process mapping, then configure coach and coachee profiles. Coach profile settings control who the coach can add to a coaching, while coachee profile settings control the event lifecycle and validations.
Configure Workflow for Enablement Coaching: Configure Workflow actions and paths to control the Enablement Coaching lifecycle. Include the separate active path without conditions that mobile record creation requires.
Create an Enablement Coaching Assessment: Create a reusable, score-based assessment with Discovery Framework and OmniStudio. Activate the assessment questions, OmniScript, and Assessment Definition before coaches can create events.
Create and Plan an Enablement Coaching Event: Schedule a coaching evaluation, select its assessment, assign one coachee, and optionally relate visits. The coach and assessment definition become read-only after creation, and the coachee becomes read-only after assignment.
Finalize or Cancel an Enablement Coaching Event: As a coach, you can complete an acknowledged event or cancel an event. Finalizing the evaluation completes the lifecycle, while cancellation preserves a read-only record before the evaluation lock point.
Get Your Org Ready for Enablement Coaching: Before you configure Enablement Coaching, make sure that you have the required user profiles, licenses, and permission sets.
Enablement Coaching Lifecycle: Coachee's profile settings determine the lifecycle of an enablement coaching event, even when the logged-in user is a coach. Status changes control record sharing, response visibility, edit access, and when an evaluation becomes read-only.
Mobile App Configuration for Enablement Coaching: Generate a metadata cache to package the object schema configuration that the Life Sciences Cloud mobile app uses for online and offline access. This configuration defines how the mobile app fetches and stores the necessary metadata when a network connection is unavailable to provide a seamless experience whether users are online and offline.
Object and Field Permissions for a Coach: Grant coaches access to the objects and fields required to create events, complete evaluations, and manage Enablement Coaching workflows.
Object and Field Permissions for a Coachee: Grant coachees access to the objects and fields required to view events, complete self-evaluations, and acknowledge coaching feedback.
Configure Enablement Coaching for Offline Use: Verify the object metadata cache configuration entries that synchronize workflow metadata, user data, coaching records, assessments, OmniScript sessions, and attachments.
Review and Acknowledge Coaching Feedback: Review the coach's completed scores and comments after the evaluation reaches its lock point. When acknowledgement is enabled, you must review and acknowledge the feedback.
Enablement Coaching Roles: Understand how coaches, coachees, and business admins participate in Enablement Coaching events.
Enablement Coaching: Enablement Coaching helps plan coaching activities, evaluate field employees consistently, and document feedback and development plans. Managers, designated peers, and other authorized evaluators can coach employees without associating an event with a visit.
Set Up Engagement Execution Features: Streamline scheduling, pre-visit planning, in-visit execution, and post-visit reporting processes with Visit Management. Capture, manage, and honor consent and communication preferences of healthcare professionals with Consent Management. Use Remote Engagement to host virtual meetings with customers. Use Medical Inquiries to deliver fast, compliant, and trusted responses to every HCP inquiry. Use Surveys to collect feedback from customers.
Mobile App Configuration for Provider Engagement Compliance: Configure the object schema for supported Provider Engagement Compliance objects and generate a metadata cache to make sure that your sales representatives can manage account compliance on the Life Sciences Cloud mobile app.
Provider Engagement Compliance: Provider engagement compliance is a regulatory support feature for the Japanese pharmaceutical market. It automates and tracks two mandatory processes: Early Post-Marketing Phase Vigilance (EPPV), which monitors new drug safety for the first few months of sales, and Medical Information Delivery (MID), which ensures the rapid delivery of urgent safety information to healthcare professionals (HCPs). Sales representatives conduct periodic visits (cycles) to healthcare organizations (HCOs) to collect safety data and deliver critical documentation.
Configure Action Plan State and Care Program Status: You can configure personalized options for action plan state and care program status. To use Provider Engagement Compliance, map configured values with the shipped action plan state and care program status values.
Update Care Program, Care Program Product, and Action Plan Template Page Layouts: When you set the category to Provider Engagement Compliance (PEC) on care programs and care program products, certain fields become mandatory. Because these fields aren't available in the default page layouts, add these fields manually to the page layouts. Add relevant fields in the page layouts for three objects: Care Program, Care Program Product, and Action Plan Template. Adding these fields to the page layouts make sure that users can successfully save records and comply with provider engagement requirements.
Associate Target Accounts with a Compliance Program: Create an association between a compliance program and an account. This association defines the territories and the accounts within the territories where the compliance program is applicable. You can associate only one compliance template with a care program.
Capture Compliance Activities: On the Account Compliance tab, you see all account compliance records including the details about the cycles for each account compliance. Each account compliance has the compliance cycle list that is color-coded per the status of the cycle, such as upcoming, due soon, overdue. Create a visit if a cycle is upcoming or due soon, and record your observations for the visit's assessment task. If a compliance cycle reaches its end date without a completed visit, you can either create a visit or enter a reason to skip the visit.
Conduct Provider Engagement Compliance Visits: Track account compliance within your assigned territory. Use the color-coded compliance list for an account to make sure that you don't miss any required cycles.
Configure Sharing Rules for Action Plan Templates: By default, action plan templates are design-time objects that only the record owner can access. To enable sales representatives and other internal users to view and use action plan templates for provider engagement compliance, configure sharing rules to grant broader access within your organization.
Create Compliance Using Care Program: To define a compliance program, create a care program, and associate it with a newly launched product. A compliance program is applicable for the territories that are assigned for the associated product.
Turn on Provider Engagement Compliance: Maintain regulatory standards and streamline medical interactions by activating the provider engagement compliance feature.
Provider Engagement Compliance Flows: Salesforce provides pre-built flows to manage provider engagement compliance. Customize these flows to work with the feature. Make sure to add time details for the flows that require to be scheduled.
Generate Compliance Cycles: When sales representatives confirm delivery for a newly launch product to an HCO, generate compliance cycles for the HCO.
Provider Engagement Compliance Glossary: Before you dive into the configurations for Provider Engagement Compliance, familiarize yourself with the feature's nomenclature. Learn about the terms that are commonly used to describe Provider Engagement Compliance, including the terminology used throughout the feature's lifecycle.
Get Your Org Ready for Provider Engagement Compliance: Before you start using Provider Engagement Compliance, make sure that you have the required user profiles, licenses, permission sets, and have configured tabs and quick actions.
Provider Engagement Compliance Workflow: Provider engagement compliance is about generating compliance cycles to monitor a newly launched product, and then using these cycles to record observations for the new launch.
Set Up Engagement Planning Features: Optimize daily schedules, prioritize key events, and manage routines with Calendar. Log and manage time away from your territory with Time Off Territory. Improve your plans’ chances of success with reusable goal definition templates. Personalize action plan templates for Key Account Management. Identify growth opportunities and adapt to evolving customer needs with Account Plans. Drive initiatives targeted at key accounts in a region with Territory Business Plans.
Configure Subscriber Log Retention: Control how long Agentforce Life Sciences retains subscriber logs by setting the retention window on the Log Settings page in the Admin Console.
Error Log Management in Life Sciences: Subscriber logs capture the errors and diagnostic messages that occur in Life Sciences Cloud so that you can review them and act on them. The logs give you visibility into problems that your users encounter, whether the problem happens during server-side processing or in the Life Sciences Cloud mobile app. Go to the Error Log Management tile in the Admin Console to view subscriber logs and control how long the log details are available.
View and Filter Subscriber Logs: Review the errors and diagnostic messages recorded in your org on the Logs page in the Admin Console. Filter the list by criteria such as the log level, date, user, device type, and error source to find the logs that you need.
Set Up Event Management Features: Minimize administrative workload, support regulatory governance, and ensure the consistent and compliant execution of field events with Event Management.
Account Utilization Limits: Help sales reps check in real time whether an account meets the eligibility criteria for event attendance. Configure account-based participation limits to cap the number of events an account can attend in a specific time period. Provide instant notifications based on configurable alert types that block or warn the organizer when the account exceeds their limit. To support fair reporting, the system maintains a log of exceptions by automatically creating Managed Event Participant Discrepancy records.
Create a Lightning Record Page for Managed Events: Help users capture event-related information in one place by creating the Managed Event Lightning record page. Add tabs for the various Event Management components, such as expenses, logistics, and presentations.
Event Management Admin Console Configurations: Set up profile-level and org-wide Admin Console settings for Event Management. Define the business hours for your org and learn about the batch jobs that support the event management processes.
Attendee Quota: Manage the scale of an event by implementing participant invitation quotas. Define the number of managed event participants that the user, who is assigned the colleague participant role and the contributor participant type, can add to an event.
Attendee Participant: Learn about the configurations that control the display, filtering, and advanced search options in Attendee Search. Then, configure the Attendee section related list on the Managed Event's record page.
Event Management Batch Jobs: Run automated batch jobs to align event products with subject products, calculate expenses against monetary caps, and share provider activity goals based on activity plan type.
Event Management by Persona: Find the Event Management topics that are most relevant to your role. Event Management serves administrators who configure the feature, sales representatives who run events, and compliance or medical teams who review event records.
Check Account Utilization by Configuring Provider Activity Measure Types: To evaluate an account's utilization count, configure a provider activity measure type for the Managed Event Participant activity object. Use the criteria JSON to set the filter criteria and sort records into different utilization buckets. Choose how you want the system to handle accounts that are at limit or exceed limit by specifying the alert type. You must follow the JSON structure in the sample code.
Colleague Participant: Simplify colleague participant implementation by setting up configurations and related lists that streamline the colleague search. You can only add colleagues who are managed event participants where the participant is a user.
Compliance Management: Provide event organizers with quick access to organizational policies and regulatory requirements concerning an event. Configure compliance statements that provide regulatory guidance and require acknowledgment before the organizer can proceed with the event. Organizers can affirm their understanding and capture their acknowledgment from within the event workflow itself.
Configure Business Hours for Events: As a prerequisite, set up business hours for your organization. You can choose to create standard business hours or custom ones that are specific to your unique requirements.
Configure Profile-Level Settings for Event Management: To define event management configurations, compliance checks, participant search, and eligibility criteria, set up the event management Admin Console settings. You can apply the settings to a specific profile or the entire org.
Expert Participant: Configure expert search and eligibility validation to ensure only qualified, compliant experts are added to an event, including training checks, attendance history conflicts, and account access verification.
Considerations for Using Utilization Limits: Before you get started with utilization limits, find out more about the criteria configuration structure and additional considerations.
Create a Provider Activity Goal Limit: Create the provider activity goal limit, associated with the goal measure. Set the monetary limit that is used by the account across all the events an account is associated with.
Event Logistics: Define the assets that facilitate the smooth orchestration of an event. Event logistics includes services that ensure that participants have access to the information and tools they require to attend an event, such as event venue, conference rooms, speakers, and technicians.
Event Type Mappings: Streamline event workflows by mapping managed event record types to managed event types. When users select a record type during Managed Event record creation, the system automatically populates the Managed Event Type lookup field, eliminating redundant data entry.
Expense Management: Monitor and manage financial spending related to an event through expense types, estimated and actual expenses, and expense allocations.
Event Management Glossary of Terms: To familiarize yourself with the industry-standard nomenclature that’s commonly used in Event Management, refer to the comprehensive list of terms used across the feature.
How Event Management Works: Event Management enables admins to coordinate multiple participant types, enforce compliance, and track financial spend — all within a configurable workflow framework. Find out more about how each component works.
Integration with Calendar: Enable users to seamlessly create, update, and track events in the context of their daily schedules, so that all customer interactions appear in one place.
Integration with Email: To get started with event management email integration, complete the prerequisite tasks.
Integration with Presentations: Let users view recommended, subject-specific presentations, and add the relevant material to present at an event.
Integration with Surveys: Integrate surveys into the events workflow so that users can collect structured feedback and compliance information at the right point in the event lifecycle.
Event Management Integrations: Extend the Event Management workflow to integrate with Calendar, Email, Presentation, and Survey tools. Help users schedule events in the context of their daily schedules. Enable users to send invites, run presentations, and collect feedback, all from the Managed Event record page.
Set Up Event Management: Complete the setup tasks in the recommended sequence to configure Event Management for your organization. Some tasks are mandatory for the feature to function; others are optional depending on your event types and business requirements.
Monetary Cap: Track event expenses and compare the total against an account's spending limit to determine whether the account can be added to the event. Monetary caps are account-level restrictions that limit the expense amounts that are allocated to a healthcare professional account across the events they're added to, for specific expense categories and for a specific period of time. These restrictions apply when an event organizer allocates actual or estimated costs to a participant, and when they add an attendee or expert to an event.
Monetary Cap Account Merge: Account Merge processes duplicate accounts that represent the same healthcare professionals by consolidating data into the winning account, and deleting the loser account. Find out about how Event Management uses the Account Merge functionality to calculate monetary limits for participants with overlapping cap data.
Prepare to Configure Monetary Caps: Set up the records and configurations required to activate monetary caps, including activity plans, provider activity goals, and measure types with block and warn criteria.
Non-Profiled Participant: Complete the prerequisites for adding non-profiled participants. Create the participant values that correspond to non-profiled attendees and configure the related list settings.
Event Management Participant: Set up the complete participant framework for managed events by configuring event types, participant types, roles, and type-role mappings. Enable recruitment and management of attendees, colleagues, experts, write-ins, and non-profiled attendees, with dedicated search configurations, related lists, and compliance validations. Control event scale through attendee invitation quotas and manage record access through territory-based and user-level sharing rules.
Participant Recruitment Setup: Plan and prepare for the recruitment process of event participants. Find out more about how participant search works for each attendee type. Configure related lists for attendees, experts, colleagues, write-ins, and non-profiled attendees.
Event Management Participant Setup: Set up the foundations of event participation by defining managed event types and custom participant types and roles aligned to your organization’s needs. To control which roles are available for each participant type within a specific event type, map the participant type to the participant role.
Event Management Participant Sharing Rules: In Event Management, Managed Event records are shared in two ways: territory-based sharing, where access is granted to all users in a participant’s territory, and user-level sharing, where access is granted to an individual user.
Participant Type Mappings: Autopopulate fields in the Managed Event Participant record when you add a participant to an event, based on the Managed Event Participant record type you specify in the custom related list for event participants. The system derives the values from the event management participant type that the record type is mapped to, and updates the Record Type, Event Management Participant Type, Event Management Participant Role, and Event Management Participant Type Role Mapping fields in the Managed Event Participant record.
Monetary Cap Setup: Set up provider activity measure types to track monetary cap calculations.
Event Subject Assignment: Link topics and products to managed events to drive expert eligibility checks, enforce subject compliance, and automatically generate the associated Managed Event Products records.
Event Management Workflow: Implement the event management processes, spanning all stages of the event lifecycle, from planning the event and sending the plan for approval to execution and conclusion.
Write-In Participant: Help users capture attendance of write-in participants who join the event in an ad hoc manner. Event Management helps users convert write-ins to attendees or non-profiled attendees based on the linked record type and reconciliation status.
Mobile App Configuration for Expense Management: Configure the object schema for supported Expense Management objects and generate a metadata cache to make sure your field users can manage visit expenses on the Life Sciences Cloud mobile app.
Set Up Expense Management for Concur Integration: Before you integrate Salesforce with SAP Concur, verify that required data is available and that users have the necessary permissions. Ensure that expenses are accessible from a visit page and that the mobile app configuration is complete.
Extend Life Sciences: In addition to the solution-oriented features you get with Life Sciences Cloud, you can also design and implement your own solutions to meet the business needs of your organization. Here’s a set of Salesforce features you can use to extend your Life Sciences Cloud implementation.
Use Financial Assistance Program: Financial Assistance Program streamlines the process of enrolling a patient in an assistance program. It reduces the turnaround time to onboard patients and gather their insurance details, and ensures seamless access to healthcare by enrolling them in a suitable assistance program.
Financial Assistance Program Application: Financial Assistance Program helps patients procure expensive drugs that they can’t afford otherwise. It enhances the patient engagement on drugs by helping them meet the out-of-pocket expenses for their drugs. The program also improves patient enrollment in various patient service programs and reduces patient dropouts from the program.
Reapply for a Financial Assistance Program: If an appeal times out or the maximum number of allowed appeals for an application is reached, you can initiate a new application for the same financial assistance program on behalf of the care program enrollee.
Home Health for Life Sciences Cloud: Use Home Health in Life Sciences Cloud to efficiently schedule and manage visits for your organization’s home healthcare services. Help your users automate large parts of their operations, such as scheduling recurring visits and managing field resource assignments using Home Health.
Set Up the Life Sciences Customer Engagement Home Page: The home page in Life Sciences Cloud for Customer Engagement provides a centralized view of critical information and tasks so your users can prioritize their work. Customize the home page to show announcements, upcoming activities, visits to submit, prioritized accounts, and more. To show each user what matters most to them, tailor the home page for different profiles.
Home Page Components: The Life Sciences Cloud for Customer Engagement home page supports various Lightning components that help your users through their daily work.
Localize Predefined Prompts in the Agentforce Welcome Component: Show the predefined prompts (utterances) in the Agentforce Welcome component in each user's language on the Life Sciences Cloud mobile app home page. Reference a custom label from the Utterance field so that localized users see the prompt in their preferred language instead of English-only text.
Life Sciences Customer Engagement Home Page: The Life Sciences Customer Engagement home page is the starting point for your day. Learn how to navigate the page and find the most important information to get you started.
Customize the Home Page: Add your company logo to your Salesforce org. Customize the components on the home page in Life Sciences by using Lightning App Builder.
Set Up Intelligent Content Features: Equip field teams with a comprehensive content library so they can deliver impactful presentations and monitor engagement. Enable personalized communications with healthcare professionals and organizations by providing your field team with preapproved, customizable email templates.
Add Actions for Presentations: Enable field users to open the content library from the account list. Give field users the option to capture medical inquiries or use surveys in the presentation player.
Edit Products and Messages for Pages in Bulk: Easily update multiple pages in a presentation. Assign new products and messages to all presentation pages, or make several pages mandatory at once.
Configure Email Templates and Presentation Settings: Update the email templates that support sharing presentations with healthcare professionals (HCPs). Configure presentations and settings so that field users can share presentations as unique links in the email content. Together, these settings provide control over where presentation links appear and what presentations users can share.
Create Presentations from Existing Pages: Create presentations by selecting and combining from pages from existing presentations. Assembling presentations by reusing pages makes maintaining content easier and makes your presentations more consistent.
Create and Manage Presentations: Use a centralized content management hub to manage presentations throughout their lifecycle. Create presentations by uploading source files, or assemble new presentations from existing pages in your org. Make sure that field users can access relevant content by linking presentations to specific products and messages and distributing presentations to specific territories. To help ensure compliance and consistency, manage version control and activation schedules.
Custom Presentations: Create presentations tailored to specific customer needs from the content library. You create a custom presentation by combining pages from existing presentations.
Configure Data Retention for Presentation Metrics: When your sales reps deliver presentations to healthcare professionals, presentation click stream entry records capture page views and content engagement. Over time, these records accumulate and can consume org storage. Set a retention period and run or schedule a cleanup job to remove old records.
Mobile App Configuration for Presentations: Set up object metadata cache configurations for Life Sciences presentation objects. Generate a metadata cache to package the object schema configuration that the Life Sciences Cloud mobile app uses for online and offline access. This configuration defines how the mobile app fetches and stores the necessary metadata when a network connection is unavailable to provide a seamless experience whether users are online and offline.
Distribute Presentations to Territories: Assign relevant territories to presentations so that only the sales reps for those territories can access them in the content library.
Edit Products and Messages for Individual Pages: Individual pages can be reused across presentations. View page details and file versions. Update the products and messages associated with each page, and select whether the page is mandatory for sales reps to present.
Expand Presentation Search Capabilities: Extend search results to make it easier for users to find presentations in the content library. Set up a custom text field to store searchable values, and use a record-triggered flow to populate it. In the content library, users can search by page properties, linked products, and key messages.
Create an Experience Cloud Site for Presentations: Provide healthcare professionals (HCPs) with secure, token based access to a dedicated portal for reviewing presentations. When field users share presentations as email links, HCPs can view content in the presentation player without logging in or downloading attachments. In your Experience Cloud site, HCPs always see the latest version of the presentation content, and Life Sciences Cloud for Customer Engagement tracks presentation metrics and engagement data.
Navigate the Content Library: Use the content library to prepare for presentations with healthcare professionals (HCPs). Find and organize your most important presentations, or create your own to customize content to each account. The presentations that you see are aligned to your territory, so you know that the content is relevant to you.
Get Your Org Ready for Presentations: Before you get started with Intelligent Content, complete a few tasks to prepare your org for presentations.
Configure Guest User Access for Your Presentation Site: Assign required permission sets so that healthcare professionals (HCPs) can open email links and view presentations in your Experience Cloud site without logging in.
Monitor the Presentation API Job Queue: Monitor the status of presentations that are uploaded to Life Sciences Cloud for Customer Engagement via the content management REST API.
Update and Manage Presentation Versions: Create new versions of existing presentations. Upload new presentation files, remove old content, or reorder the pages.
Understand Mandatory Pages in Presentations: Mandatory presentation pages help to keep interactions compliant by making sure that field users present specified key messages, disclaimers, or safety information. When you configure presentations, you can designate specific pages as mandatory to prevent users from bypassing or overlooking critical content.
Presentation Metrics: When sales reps deliver presentations, metrics are tracked during the interaction so that you can get detailed insights into usage and performance. Engagement data is captured in presentation click stream entry records. To analyze engagement and improve presentation strategy, build custom reports and dashboards by using presentation click stream entry data.
Present Content to Your Customers: Present slides, PDFs, embedded videos, and dynamic content to enhance your interactions with healthcare professionals (HCPs). In the presentation player, leverage engagement tools, capture feedback and survey responses, add participants, and send follow-up emails for more effective HCP interactions. Content tracking offers detailed insights into the content presented and the feedback from HCPs.
Set Up Presentation Targeting: To help field users see the right materials and show content to the right audiences, target presentations to specific accounts and territories. Guide users to the most appropriate presentations for their context, or show users only presentations that are specifically targeted. Show warnings if sales reps add accounts that aren’t targeted to a presentation, or prevent reps from adding accounts that aren’t targeted.
Presentations: Streamline content management so that field users can deliver tailored presentations to healthcare professionals (HCPs) during face-to-face and remote interactions. Create and manage effective presentations that use the most current materials. Give users access to the right content at the right time by using activation dates and linking presentations to specific products, messages, and territories. Use feedback and engagement metrics from every interaction to improve marketing strategies and make content more relevant.
Set Up Recommended Presentations: Define recommended presentations to help sales reps engage more effectively with their accounts. When users open the content library or the presentation player from an account, they can filter by recommended presentations to select the best content for that account and territory.
Recommended and Targeted Presentations: Help your field users deliver the most relevant and effective content for each account and healthcare professional (HCP). Targeted presentations help to make sure that users see and present only the right content. Recommended presentations suggest the best content to use during interactions.
Intelligent Content Reference: Create the content and source files for Life Sciences Customer Engagement presentations and email templates.
Remove Presentations: Remove presentations from your org when you no longer need them.
Reorder Presentation Pages: After you upload presentation files, you can reorder the pages to customize the content or improve engagement.
Smart Content Search: Expand your search beyond just presentation names and metadata properties. Use Data 360 to create an index of searchable strings from your presentation content. In the content library, your field users can find presentations by searching within presentation content and see why presentations match their search terms.
Send Presentations as Links: Help your users improve engagement with healthcare professionals (HCPs) by sending presentations as secure links. Field users can select multiple presentations and embed links automatically into approved email templates, and HCPs can review presentations in a dedicated portal without downloading email attachments. Links reflect the latest version of the presentation and expire after a defined amount of time, so HCPs know they’re seeing the most up-to-date content. Rich engagement data—including pages viewed, time spent per page, and the HCP’s navigation path—helps you to optimize presentations for future interactions.
Configure Presentation Settings: Presentation settings help to manage how your field users can find, share, and work with presentations in the content library and the presentation player. Manage data tracking, feedback capture, search settings, sharing settings, and so on. For granular control, apply settings for the entire org, for certain profiles, or for specific users.
Set Up Smart Content Search: Use Data 360 to create a vector search index of searchable strings from your presentation content.
Start Presentations: Start a presentation for healthcare professionals (HCPs) directly from the content library, from an account, or from a visit. Presentation metrics are saved in presentation click stream entry records. Or, preview content and practice giving presentations without tracking metrics.
Track In-Content Interactions in Presentations: Capture individual user interactions within HTML presentation content, such as button taps and video plays. With in-content interaction data, you can report on granular engagement for each page in your presentation.
Create Presentations by Uploading Pages: Upload source files and create presentations. Each page in the presentation file is stored as a unique presentation page record.
Account Plan Hierarchy: Get a comprehensive view of the account plan objectives, from top-level objectives to the granular details of the associated tasks, all in one screen.
Account Plan Stakeholder in the Mobile Interface: Save time spent on searching for a stakeholder with additional sort and filter conditions in the mobile interface. You also get the added benefit of searching for stakeholders in all the key accounts aligned to your territory and adding stakeholders in bulk. Additionally, you create stakeholder records by adding accounts and contacts who are already associated with your territory.
Key Account Management Plans and Objects: Key Account Management includes objects and plans to help account managers and medical science liaisons to nurture partnerships. Learn about the differences between account plans and territory plans and the objects and records that inform the plans. Also, know more about the data model objects (DMOs) for account plans and territory plans.
Configure Action Plan Templates for Key Account Management: Create an action plan template of commonly used strategies that can be customized and tailored to your goals. Let account managers add assessment tasks on the go, even when they’re not part of the template plan.
Create Account Plan Objectives: Define goals for your account and track their progress by creating actionable account plan objectives. Add objectives directly to a plan or import them.
Create a Life Sciences Cloud Account Plan: Nurture long-term partnerships, anticipate customer concerns, and identify growth opportunities. Use an account plan to strategize effectively and stay on top of business targets and objectives. Expand an account plan by adding products, related plans, and strategic analysis.
Create Picklist Values for Key Account Management Records: Tailor records according to the needs of your organization with custom picklist values. Define different role types, influencer levels, and strength categories for stakeholders. Create statuses for goals, plans, objectives, sprints, and tasks.
Create Goal Assignments for Territory Plans: Define a blueprint for achieving your territory’s business targets. You can add goals directly in the plan or import them from a template.
Create a Goal Definition Product: To help users refine the search for goal definition templates and filter goal definitions by product, associate a goal definition with a Product record.
Create Tasks and Plans from the Goal Assignment Record: You can configure action plans and assessment tasks directly from the Goal Assignment record. The action plan template and the associated assessment tasks automatically appear on the Territory Business Plan record page.
Create a Life Sciences Cloud Territory Plan: Drive educational and scientific awareness campaigns, and collect information about the effectiveness of treatments in a region by creating a territory plan.
Key Account Management for Customer Engagement: Drive strategic, insight-based customer engagement with Life Sciences Cloud Key Account Management. Foster long-term, high-value partnerships, and achieve common goals by configuring account plans. Implement strategic initiatives focused on specific territories. Identify growth opportunities, anticipate customer concerns, and promote cross-functional collaboration. Enable users to configure records, manage goals, and execute tasks on the web and on an iPad.
Create Goals, Tasks, and Measures for Plan Templates: Help key account managers meet business targets for the accounts and territories by creating design-time records for template goals, plans, and tasks. Define goals at global, affiliate, and territory levels. Devise measures for achieving the goals, and break down each measure into actionable, executable tasks by using action plan template items.
Manage Account Plan Participants: You can add individual users to an account plan or as a group.To boost collaboration and improve networking outcomes, configure groups and users as participants, and assign stakeholders to participants.
Manage Account Plan Stakeholders: Influence your account’s decision-making policies by adding stakeholders to an account plan. Enhance your account plans by assigning actions and participants to your stakeholders.
Manage Action Plans and Tasks in the Account Plan Hierarchy: Configure ad hoc tasks and actions directly in the account plan hierarchy. Monitor the progress of each element of the hierarchy, search for individual action plans, and filter records by status. To mark an action plan or assessment task as complete, update the status of the record.
Manage Action Plans and Tasks in the Territory Plan Hierarchy: Configure action plans, assessment tasks, and sprints in the territory plan hierarchy. Drill down to individual tasks with search and filter actions. Edit the records and update statuses to mark the tasks and action plans as complete. To mark an action plan or assessment task as complete, update the status of the record.
Configure Account Plan Statuses: To enable Account Plans to ascertain the progress of each plan and display the plan's completion percentage, map the completion statuses of the Account Plan, Account Plan Objective, and Action Plan records. Also configure the default status value of Action Plan records.
Configure Territory Plan Statuses: Enable trigger handlers to seamlessly track records across the hierarchies by configuring status completion mappings for territory plans, action plans, and goals in your org.
Key Account Management Prerequisites: Review and complete the prerequisites for Key Account Management. Assign permissions, activate trigger handlers, and create object metadata cache configurations for offline access in the mobile app.
Plan Progression Checklist: Learn how to monitor your plan's milestones by configuring completion statuses and activating the relevant trigger handlers. Follow this checklist to ensure your setup is complete and accurate
Create a Lookup Filter for Action Plan Template Versions: To find relevant action plan template versions to assign to a goal definition, create a lookup filter for the Action Plan Template Assignment's Action Plan Template Version field. When you search for an action plan template version to assign to a Goal Definition record, this setting ensures that you only see the template versions that match the filter criteria you define.
Territory Plan Hierarchy: Visualize the progress of the assessment tasks, action plans, and goals, directly from the territory plan. Review details about each record without navigating away from the page.
Get Started with Clinical Engagement: Accelerate clinical trials across patients, sponsors, sites, and more on a flexible and compliant platform. Clinical engagement in Life Sciences Cloud helps clinical research organizations raise trial awareness with candidates, speed up their onboarding, and mitigate attrition. Empower candidates to discover trials, evaluate eligibility, and sign up for eligible trials with robust self-service portals. Streamline participant enrollment with optimized auto-matching and consent management features.
Get Started with MedTech Commercial Engagement: Life Sciences Cloud helps teams better engage with their customers by streamlining the end-to-end process, from lead generation to fulfilling orders. Accurate forecasts ensure transparency across your sales and commercial units. Explore a trial org and then learn what’s included, what setup we recommend, and how to prepare for your implementation.
License Management in Life Sciences: Help your company comply to legal and regulatory standards, and adhere to audit-tracking measures with flexible license validity evaluations. License management in Life Sciences is a critical process that makes sure that healthcare providers (HCPs) have the required license and authorization to receive pharmaceutical samples.
Define Drug Enforcement Administration License Validations: Help your org comply with federal rules by configuring Drug Enforcement Administration (DEA)-issued identifiers for HCPs who prescribe, dispense, and administer controlled substances. Your sales reps can confirm an HCP's license before providing samples. The DEA number ensures thorough regulation, tracking, and audit of controlled substances.
Define State Distributor License Validations: To help sales reps comply with regulatory standards while distributing samples, create state distributor license (SDL) validations. This configuration ensures that the person or the facility that distributes high-risk products, such as those categorized as dangerous drugs, has the necessary license to do so.
Define State License Number Validations: Check the medical license issued to an HCP to practice within a US state by configuring state license number validations (SLNs). This configuration lets sales reps check a healthcare provider's license validity before sharing product samples.
Types of Licenses: License Management helps you configure license evaluations for these types of licenses: state license numbers (SLNs), state distributor licenses (SDLs), and drug enforcement administration (DEA) number. You can create custom validity formulas to control where these indicators are shown and meet your company's specific needs.
Lists and Filters: Use lists and filters to organize and prioritize accounts in the Life Sciences Cloud for Customer Engagement app. Segment accounts to focus on specific engagement strategies, territory priorities, or business objectives.
Set Up Filter Access and Options: Determine the types of account filters that your users can create and share. Turn on dynamic and advanced filters, turn on filter sharing so users can search for accounts outside their aligned territories.
Configure a Filter to Find Best Visit Times: To plan and schedule visits more effectively, let users filter an account by a healthcare professional's preferred engagement time.
List and Filter Objects: Review the platform-managed objects that store and organize account-related data for the Lists and Filters experience. Because these objects don't appear in the Object Manager, you can create and manage their records only through the custom Lists and Filters user interface.
Manage Account List and Filter Actions: Choose whether to let users select multiple accounts in the mobile app, export lists and filters, and run bulk actions.
Focus on Targeted Accounts: Use lists and filters on the Accounts page to organize and focus on the right set of accounts. View and manage accounts more effectively by applying filters and organizing them into lists, making it easier for you to stay focused and take actions based on your business priorities.
About Lists and Filters: With this feature, users can identify, refine, and engage with target accounts in the Life Sciences Cloud for Customer Engagement app. Users can segment accounts by specific criteria, focus on relevant results, and act directly from the list.
Create a Predefined Filter: Let users view the Next Best Customer predefined filter so they can quickly identify recommended accounts, and specify the default snooze duration.
Specify Which Fields Are Available to Filter: Keep account filter criteria relevant by controlling which fields users can use when creating account filters. Create a field set for each supported object to restrict the available filter fields.
Manage Events: Event Management gives you a structured, end-to-end workflow to plan, execute, and conclude your field events. From creating an event and planning the logistics, to submitting for approval, an event can encompass multiple phases and steps.
Pre-Approval Event Planning: Plan your managed event by creating the event record, accepting compliance statements, assigning subjects, and adding attendees. Select the location where the event will be hosted and calculate event expenditure by adding estimated expenses. Submit the plan for approval as per your organization’s rules. After the approval comes through, send out the email invites and monitor responses.
Event Execution: Launch the electronic sign-in sheet on the day of the event to capture attendee signatures and meal preferences.
Mobile and Offline Event Execution: Event Management supports mobile and offline execution from within the mobile app, helping field representatives manage sign-in, participants, presentations, and surveys even when connectivity is unavailable.
Add Event Participants: Add the participants of a managed event, including regular attendees, colleagues and coorganizers, experts who are trained on the event topic, and ad hoc participants.
Post-Approval Tasks: After your manager approves your plan, add the estimated expense for the event and finalize the logistics provider. Then, send out invites to attendees. Monitor their responses and update their record statuses accordingly.
Post-Event Tasks: After the event has concluded, it’s time to complete the close-out tasks. Record the actual expenses incurred during the event, and allocate the expenses to the participants. Enter the details of the attendees who don’t have an existing record in the system. Finally, launch a survey to provide your feedback for the event.
Set Up an Event: Draft an event plan, along with its associated records, such as compliance requirements, subject assignment rules, and event resources.
Batch Jobs for Medical Inquiries: Batch jobs are automated processes designed to share and manage multiple medical inquiry records consistently and efficiently. Save time, reduce the risk of manual errors, and maintain the integrity and reliability of inquiry data by using the MIRF Share Management job.
Configure Action Buttons on the Account Record Page: Let users create medical inquiries directly from the Account record page rather than navigating to the Inquiry page or tab. Add a button on the Account record page and make it easier for the sales representatives to get a better context of the healthcare professional while creating the inquiry. This configuration allows a one-click creation of both the parent Case and the child Inquiry.
Configure Action Buttons on the Inquiry Record Page: Streamline medical inquiry management by customizing the standard New and Edit buttons on the Inquiry record page. Override the actions with a multi-object Lightning component so your users can manage fields from both the parent Case and child Inquiry records within a single, unified flow.
Create a Custom Field for Medical Inquiries: Set up a formula-derived custom field on the Inquiry object to capture your unique business data for medical inquiries. The field helps to achieve conditional display of action buttons based on the user profile or persona. This configuration promotes a seamless workflow by ensuring that sales representatives can only draft, sign, and submit medical inquiries whereas medical science liaisons can only assign and respond to the inquiries.
Create and Submit a Medical Inquiry: As a sales representative, use the straightforward and easy-to-navigate Medical Inquiries feature to create and submit accurate and comprehensive concerns and questions from healthcare professionals. Use the web or mobile interface to log initial inquiries, add relevant files and images for context, and monitor case progress while on the move. Maintain compliance and adhere to your organization’s policies, regulations, and custom checks by adding mandatory signatures and attachments during inquiry submission.
Define Statuses for Medical Inquiries: Medical inquiries move through a series of steps from creation to closure. To get a clear understanding of the progress and assignment of requests, it’s critical to track the real-time status of inquiries. Configure the Case object with appropriate status values to ensure the workflow path, path conditions, and trigger handlers function correctly and your sales representatives and medical science liaisons use the workflow efficiently.
Define Sharing Settings for Medical Inquiries: Promote effective management of medical inquiries by configuring sharing settings for the Inquiry Question object. This configuration makes sure that the inquiry question and its associated parent case have the same sharing settings.
Medical Inquiries: Capture, manage, and respond to critical questions from healthcare professionals (HCPs). Help your sales representatives and medical science liaisons streamline the inquiry creation process, provide accurate and timely responses, and handle a variety of inquiry types, including general medical inquiries, adverse events, and product quality complaints. Leverage configurable workflows and robust compliance capabilities to ensure that all medical inquiries are handled quickly and in accordance with medical, legal, and regulatory standards.
Get Your Org Ready for Medical Inquiries: Before you set up Medical Inquiry in Life Sciences Cloud, make sure that you have the required user profiles, licenses, and permission sets.
Medical Inquiry Process Flow: Medical inquiries transition through five distinct stages. Specific user roles for user personas such as Sales Representative and Medical Science Liaison help govern all system access and actions.
Review and Respond to a Medical Inquiry: As a medical science liaison, enhance healthcare professional satisfaction and minimize delays by providing quick, accurate, and compliant responses to medical inquiries. Review the inquiry queue, self-assign appropriate inquiries, consult the answer library to formulate your responses, and vet your responses by the medical, legal, and regulatory teams. Add necessary attachments and provide multiple responses with supporting documentation. After you submit your response, the details are shared with the healthcare professional through their preferred communication channel.
Set Up the Account Record Page for Medical Inquiries: Add tabs and Lightning components to the Account record page so that your sales representatives and medical science liaisons can easily manage and track all inquiries related to the healthcare professional in one place.
Set Up the Inquiry Record Page for Medical Inquiries: Add tabs and Lightning components to the Inquiry record page so that your sales representatives can easily create and submit medical inquiry requests, and medical science liaisons can submit their response to the inquiry questions.
Set Up the Workflow Stages to Manage Medical Inquiries: Enhance efficiency, maintain compliance, and promote data integrity with configurable workflow paths. The workflow outlines the journey of an object through various stages and helps you manage the different statuses, actions, and record permissions. For the medical inquiry process, set up a workflow path based on the Inquiry object and its different stages.
Set Up Workflow Actions for Medical Inquiry Management: Define relevant workflow actions for tasks that users must perform in the medical inquiry process, such as inquiry submission, assignment, and more. With the help of workflow actions, you can show contextual action buttons on the Inquiry record detail page depending on the current stage of the inquiry workflow. For example, the Submit button appears when the inquiry is ready to be submitted by the sales representative.
Configure Medical Insights on Account and Visit Record Pages: Add the Related List - Life Sciences component to the Account and Visit Record Pages so your users can view and manage medical insights directly associated with a healthcare provider or organization.
Configure Medical Insights: Configure the settings in Admin Console to enable users to capture insights, add more details and mandate certain required fields before saving them.
Configure Medical Insights Feed on Web: Streamline navigation for your users by surfacing the Medical Insights Feed tab directly within the Life Sciences Commercial app. To ensure seamless access, either set the tab as the default view for relevant user profiles, or assign the appropriate permission sets to grant visibility across the app.
Configure Page Layouts for Medical Insights: Configure Medical Insight and Medical Insight Accounts objects by customizing the record page layout and creating required field sets. This customization makes sure that users see relevant medical insights data on Account and Visit records.
Customize Medical Insights Record Page: Use Lightning App Builder to customize the Medical Insights record page. Update the template and remove the Activity component for a streamlined user experience.
Configure Subjects for Medical Insights: Organize and categorize your Medical Insights using Subjects (Tags). Build a stable hierarchy for your tags and ensure sensitive categories are shared securely across different user roles.
Mobile App configuration for Medical Insights: Create object metadata cache configuration for supported Medical Insights objects and generate a metadata cache to make sure your sales reps can capture insights on the Life Sciences Cloud Mobile app.
Manage Medical Insight Sharing and Visibility: Use a combination of automated territory-based sharing and platform-level customizations to foster local collaboration, ensure compliance, and provide leadership with the appropriate level of visibility using Medical Insights.
Medical Insights: Use Medical Insights to provide field teams a structured way to capture and share insights from their engagements with HCPs and HCOs. Show relevant insight data for collaboration through customized record pages with specific field sets and related lists. Streamline the user workflow by creating quick actions and defining granular permissions to control how users interact with insights.
Configure Quick Actions for Medical Insights: Give your users the ability to capture and manage Medical Insights directly from the Home, Account, and Visit pages. These quick actions help your users access the Medical Insights page, reducing navigation time and improving productivity.
Add Medical Insights Tab to App Launcher: Make Medical Insights available to users by adding a tab in the Life Sciences mobile app. This tab enables users to view their insights as well as insights captured by the same profile within their territories.
Capture Medical Insights: Capture and structure your observations from field interactions with HCPs and HCOs in the Life Sciences Cloud mobile app to identify opportunities and risks promptly. Organize your field observations within Medical Insights by linking them to accounts, products, and structured tags. Use this structured feed to effectively identify trends, competitive signals, and sentiment shifts that can guide your strategy.
Deep Linking for the Life Sciences Cloud Mobile App: Your sales reps rely on their mobile devices to perform complex tasks and navigate between multiple tabs, records, or actions. With deep linking, you can use supported URL schemes to send users directly to the right spot in the Life Sciences Cloud mobile app from a third-party or web app. For example, deep links can open specific records, create a record with prepopulated data, or perform a specific action when the app opens.
Considerations for Life Sciences Deep Links: When you create deep links to open the Life Sciences Cloud mobile app from external and third-party apps, keep these considerations in mind.
Deep Linking for Visits: The Life Sciences Cloud mobile app supports more URL schemes for visits. Deep links for visits support actions such as opening the Visit Engagement page to create or edit a visit.
Mobile Device Management with the Life Sciences Cloud Mobile App: The Life Sciences Cloud mobile app supports Mobile Device Management (MDM) through the Salesforce Mobile SDK's managed app configuration. When you manage the app with MDM, field users don't download or update the app from the public Apple App Store. Instead, you control whether field users get the app and its updates from your enterprise app store or whether the MDM provider delivers updates directly to their devices.
Configure Application Settings: Configure essential Life Sciences Cloud mobile app settings, including default browser behavior, security controls such as password type, and user access to supported features. By using these settings, you can also control notifications, search capabilities, and the overall UI to customize the app to your needs.
Configure UI Settings: Configure custom UI components for the Life Sciences Cloud Mobile app. Create and manage records that define how tabs and static resources are shown in the Life Sciences Cloud Mobile app.
Create Lightning Apps for Life Sciences Cloud: Help your field users work more efficiently by creating Lightning apps that are customized to specific user profiles in your Salesforce org.
Create Object Metadata Cache Configuration: The Life Sciences Cloud Mobile app doesn’t automatically load all Salesforce objects and related data. Configure the object metadata cache to define which objects the mobile app stores locally and whether data syncs one-way or two-way between your Salesforce org and the mobile app. This configuration makes sure your sales reps have access to the data they need in the mobile app.
Create SOQL Filter Condition Using Advanced Editor: Use the Advanced Editor to create SOQL filter conditions for object data by directly typing your filter logic. The Advanced Editor also supports dynamic variables and enables you to test your SOQL condition before saving.
Create SOQL Filter Condition Using Simple Editor: Use the Simple Editor to build basic SOQL filter conditions for object data. The Simple Editor guides you through assembling condition logic and supports dynamic variables.
Download Standard Label Translations: After you generate the Standard Label Translations document, download it from Salesforce Classic so you can review the translated labels.
Dynamic Variables for SOQL Filter Conditions: Use dynamic variables in the SOQL filter condition field to generate metadata filtering data customized to each user. Life Sciences Cloud replaces these variables at runtime with the appropriate user or territory values, enabling dedicated data access without hardcoding values.
Generate Metadata Cache: Sync your configuration changes to the Life Sciences Cloud Mobile app by generating a metadata cache. This generated metadata cache includes object schemas and metadata definitions that the mobile app stores locally to support both online and offline modes. Generate a new metadata cache whenever you update Lightning record pages, page layouts, object or schema changes, new or modified feature settings, or permission updates.
Global Search in the Life Sciences Cloud Mobile App: Quickly find information in the Life Sciences Cloud mobile app by using the Global Search feature to search across a predefined set of objects and fields within the iPad database. You can instantly access recently viewed records via Global Search.
Manage Translations for the Life Sciences Cloud Mobile App: The Life Sciences Cloud Mobile app uses native Salesforce translation functionality. If multiple languages are enabled in your Salesforce org, configure translations so that your global users can access the app in their preferred language. Configure translations in Translation Workbench, then generate a translation file for mobile users to download to their devices.
Set Up Profile-Based App Settings: Use profile-based application settings to configure parameters to customize Life Sciences Cloud Mobile app settings for specific profiles.
Set Up the Multi-Object Create and Edit Components: Assign overrides for standard Salesforce buttons to help users in Life Sciences Cloud for Customer Engagement create or edit records with fields from multiple objects.
Set Up the Multi-Object Record View Component: To help users in Life Sciences Cloud for Customer Engagement view fields from multiple objects on a single record page, add the Multi-Object Record View component to record pages.
Multi-Object Components for Life Sciences: The Life Sciences Cloud for Customer Engagement multi-object components consolidate fields from several related objects onto a single record page, making it easier for users to view and manage data. Showing fields from multiple objects together helps users avoid going to multiple pages and simplifies the workflows for accounts, inquiries, and visits.
How Multi-Object Components Work: With the Life Sciences multi-object Lightning components, users can create, edit, and view records that include fields from multiple objects on a single page.
Next Best Actions: Provide sales reps with scheduled action recommendations. Improve time management and strategic engagement by recommending actions, such as account visits and sending emails, in an optimal sequence.
Add the Life Sciences Next Best Action Component to an Account Record Page: Schedule a visit or send an email directly from the Next Best Action component on the Account record page. If a recommendation isn’t relevant, users can skip it and provide a reason. When a user completes the recommended activity, the component updates the recommendation record.
Set Up Life Sciences Next Best Actions: Configure the required trigger handlers, user permissions, and actions. Users can create visits or send emails directly from the Next Best Action component. The app shares recommendations by territory and tracks completed actions. Users can create visits or send emails directly from the component.
Configure Skip Reasons for a Next Best Action: Configure skip reasons so that users can dismiss a recommendation and provide feedback explaining why they skipped it. A user can skip a recommendation that’s current, actionable, or past due. Upcoming and completed recommendations don't show skip options. Use skip reasons to track adoption and improve future recommendations.
Next Best Customer: With the Next Best Customer scores, your field reps can identify the highest priority accounts for their next engagement. Next Best Customer leverages user-configured data, such as engagement history and territory alignment, to rank the accounts that are most likely to respond, so your reps can maximize the impact of each interaction.
Customize Next Best Customer Card: Customize the record details you want to show on the next best customer card by defining the relationships between account-related objects using an actionable relationship center (ARC) graph.
Configure Quick Account Summary: Add quick account summary to the Next Best Customer card so users can evaluate account recommendations at a glance, eliminating the need to navigate to rationale pages.
Account Scores and Rationales for Next Best Customer: Use the Score Explainability Information field on Territory Account Score records to define how rationales appear in the Next Best Customer component. The Score Explainability Information field stores a JSON containing the store explainability details for a Next Best Customer (NBC) score. The JSON structure allows you to show multiple reasons per category and optionally include a Salesforce chart for a visual representation of the data.
Set Up Next Best Customer: To help your sales reps understand and work with the top accounts in their territory, set up the Next Best Customer component, quick actions, and scores.
Set Up Next Best Customers Component: Configure the Life Sciences Next Best Customers component to show prioritized accounts with clear scoring, intuitive rationale explanations, and rich account insights on the Life Sciences Cloud for Customer Engagement home page.
Next Best Message: Next Best Message provides tailored and relevant messages for each product associated with an account. These recommendations are dynamically generated based on real-time data, allowing field sales teams to provide this information during visits with their customers.
Omnistudio for Life Sciences Cloud: Use Omnistudio to create guided interactions and other rich user experiences without code. You can even create applications and workflows using data from Life Sciences Cloud and from external sources.
Add the Workflow Path Component to the Quote Record Page: Add the LifeSciStagePathContainer lightning component to see the workflow path details on the Quote record page. This component shows all stages and stage operation actions configured in a workflow path.
Quotes and Pricing Admin Console Configurations: Help your field reps quickly find recommended products when creating quoted orders, and make sure that the appropriate pricing logic gets applied when field reps create quoted orders.
Configure an Approval Flow: Create a record-triggered flow approval process that manages the unlock request lifecycle: routing requests to the quote owner's manager for approval, notifying stakeholders at each stage, and updating the quote status based on the outcome.
Configure Approval Tracking Components: Approval tracking components give reps and managers visibility into the quote lock and unlock approval workflow. Add two components to the Quote record page so reps and managers can monitor unlock request status directly from a quote. Together, the components show the complete approval history, pending reviews, approver identity, and review comments for a quote.
Configure Default Pricing Procedure: Set the default pricing procedure that determines how products are priced when your field reps build a quote, either org-wide or for a specific profile.
Configure Disclaimer Filters: Make sure that field reps see the applicable disclaimer based on their account and territory when they create quotes.
Configure Lock Notification Flow: Build the auto-launched flow that sends approval notifications to approvers and submitters based on a quote's status and approval decision. Reference this flow as a background step in your approval process—for example, to notify a manager when a quote needs approval, or to notify a field rep when their quote locks or unlocks.
Configure Price Waterfall Settings: For field reps to see the price waterfall for a quote, the quote must match the configured statuses. Configure the quote statuses in the Admin Console, and control which quotes are retained in waterfall data on a field rep's mobile device and for how long.
Configure Priority Product Tab: When field reps add products to a quote, they see a Priority Products tab alongside the standard product search. This tab shows products filtered by the rep's territory, the account's classification, or other criteria you've configured.
Configure Product Views: Help field reps select products from product catalogs. This option is available only on iPad.
Configure Quote Approval Decision Outcomes: Define what happens after a manager approves or rejects an unlock request. Approving the request unlocks the quote and returns its status to Draft, so your field reps can edit and resubmit. Rejecting the request changes the status to Rejected and keeps the quote locked. Either way, the flow notifies the field rep of the outcome.
Configure Quote Fields and Mobile Layout: Give field reps access to only the fields they require, including the fields that appear as the quote header and line items on iPads.
Add Account to Quotes Record Page: When creating a quoted order, field reps select an account, and can then see quoted orders for other accounts in their territory.
Configure Quote Status Check Decision Outcome: For each outcome in the quote status decision, configure the stage, steps, and actions that determine how the approval flow routes an unlock request or notifies stakeholders when a quote is locked.
Configure Send Notification Decision Outcomes: Define which notification and email go out for each quote or approval status. For example, alerting an approver when a quote is submitted for unlock, or notifying the quote owner when their quote locks, gets approved, or gets rejected. Each outcome matches a specific status combination and sends the corresponding custom notification, email, and app alert to the right recipient.
Create a Pricing Procedure: The pricing procedure defines the pricing rules and discount elements that are run when calculating prices for quotes. Create one pricing procedure with Life Sciences Commercial as its Usage Subtype. This procedure can coexist in the same org as procedures for other business units, and is applicable for both web and iPads. All Agentforce Life Sciences quoted orders are routed to this procedure and not to any other procedures in your org. You can't delete a procedure that is currently set as the default.
Create a Pricing Recipe: A pricing recipe helps you create and manage detailed pricing strategies.
Create a Quoted Order from Web: Field reps build quoted orders directly from the web by selecting an account, browsing a price book, and adding products from the catalog. Set quantities and discounts at the line level, or apply a header-level adjustment across the entire quote using a percentage or fixed amount. Generate a PDF to review, edit, or email before submitting the quote for approval, keeping the sales cycle moving without leaving the browser.
Create a Quote Document Template: Add a digital signature component to your quote document template so field reps can capture a customer's signature at the point of sale.
Create a Quoted Order from iPad: From an iPad, create quoted orders from multiple pages. Field reps typically create quoted orders after they complete a store check.
Create Workflow Actions: Before configuring stages, create the two workflow actions that appear as buttons on the Quote record page.
Create a Workflow Path: Create a workflow path on the Quote object and configure the Draft, Submitted, and Request for Unlock stages to control when quotes are locked and unlocked.
Define Default Quote Document: Set the default document template that generates when your field reps create a PDF for a quote. Configure this template one time in the Admin Console, and it applies across your org's quotes. This keeps every generated quote document consistent without reps needing to select a template each time.
Extend Sales Transaction Context: Configure your account and product data so that pricing engines and APIs retrieve accurate information quickly.
Order Management Flows: Agentforce Life Sciences includes pre-built flows that validate quote data, share quotes with territories, and control which products your field reps can add to a quoted order. Customize and activate each flow to match your order capture process.
Get Your Org Ready for Order Management: Before you start setting up Order Management for Agentforce Life Sciences, make sure you have the required profiles, licenses, and permission sets and your org meets these requirements.
Get Your Org Ready for Quote and Pricing Users: After you turn on Order Management, grant your quote and pricing users the access they need to work. Create custom user profiles, assign permission sets, and configure object-level, field-level, and sharing access so field reps and sales managers can view and edit quotes, pricing data, and related records without permission errors.
Order Management Glossary: Before you dive into the configurations for Order Management, familiarize yourself with the feature's nomenclature. Learn about the terms used to describe quoting and orders, pricing and catalog setup, and transaction rules and governance, as well as the store check and field assessment terms that support the feature's lifecycle.
How Order Management Works: Order Management orchestrates store check assessments, quote pricing and discounts, and approval-based locking—all within a configurable workflow framework. Find out more about how each component works.
Make Products Available in Catalogs: Control which products your field reps can see and add to a quoted order. Show products based on field reps' territory and account. Set up product availability after your product catalog and territories already exist, because product visibility depends on both.
Outcome-Specific Values: Use these outcome-specific values when you configure the notification title, body, email subject, and app alert template for each Send Notification decision outcome in your auto-launched notification flow.
Set Up Order Management Features: Run structured store checks and capture quoted orders, with pricing, discounts, and approvals, for pharmacy and provider visits.
Personalize User Experience: To create an intuitive field rep experience, customize Order Management's visual elements and actions.
Price Waterfall: Price Waterfall shows a step-by-step breakdown of every pricing operation applied to a quote line item—list price, discretionary discounts, automated discounts, and net price.
Price Waterfall Considerations: Review these considerations before you configure Price Waterfall and Price Waterfall Persistence.
Pricing Elements: Pricing elements are the fundamental building blocks used to construct a pricing procedure. Use these elements to define how Salesforce calculates and applies prices for quoted orders.
Pricing Procedures: Pricing procedures helps you implement dynamic pricing rules and efficiently calculate a product's final net price—acting as the core engine for pricing calculations. Define the sequence of pricing steps that are performed during price calculation. They specify which pricing elements to apply, and in what order.
Quote Order PDFs: Configure a PDF template to generate PDFs after creating a quoted order. You can generate, view, and edit PDFs only from the web.
Quote Locking and Unlocking: Configure multi-stage approval workflows that lock a quoted order when your field reps submit it, and route unlock requests through manager approval.
Quoted Order Sharing by Territory: Configure territory-based quote sharing for field reps to automatically gain visibility into all previous quoted orders for accounts in their territory.
Create a Sales Transaction Type: Sales transaction type controls which pricing procedure is applied when pricing for a quoted order is calculated. During pricing calculation, the pricing procedure defined in the Sales Transaction Type record gets priority over the one selected in the admin console. When a field rep creates a quoted order from their iPad, Salesforce autopopulates the sales transaction type on the quote. This makes sure that the quote uses the correct pricing procedure without manual input from a field rep.
Set Up Quotes and Pricing: Configure quoting and pricing for Agentforce Life Sciences, including pricing recipes, sales transaction types, product catalogs, and quote locking and approval workflows. Complete this setup before your field reps create quoted orders during pharmacy and healthcare provider visits.
Set Up a Workflow for Locking and Unlocking Quotes: Configure a workflow on the Quote object to control when quotes and their child records—Quote Line Items and Quote Line Groups—lock, based on the quote's status. The workflow also defines the actions that users can take at each stage. Locking a quote prevents unauthorized changes during critical workflow stages.
Set Up Multiple Currencies: Turn on multiple currencies so you can price and quote in more than one currency.
Turn On Order Management: Give your field reps what they need to capture quoted orders, apply pricing and discounts, and route approvals, online or offline. Turning on Order Management for Agentforce Life Sciences activates Revenue Cloud, Quotes, Salesforce Pricing, Price Waterfall, and other supporting features. Your field reps' work syncs automatically when they reconnect.
Assessment Indicator Definition Data Types: An Assessment Indicator Definition (AID) is a key performance indicator (KPI) that your field reps measure during a store check visit. Each AID has a data type that determines how reps enter values on their mobile device.
Configure Store Check: Completing these setup steps in order to configure store check. Each stage builds on the one before it. For example, you can't assign KPIs to a task definition until the task definition exists, and you can't publish an action plan template until it references your task definitions.
Configure the Store Check Settings in the Admin Console: Define how your field users capture, search, and view store check data, including photo uploads and product field sets. Also, configure geolocation settings, such as the maximum distance field reps must be from a store to start a visit.
Configure Stage Operations: Define the specific behaviors and permissions for each visit status: Planned, In Progress, Completed.
Configure the Visit Page: Add the Store Check Lightning component to a custom tab on the Visit record page so field reps can complete store check assessments during their visits. This requires a dedicated record type and a Lightning page for the Visit object, configured to work together.
Configure Visit Record Type Routing: Turn on Visit Record Type Routing and map a Visit record type to the experience your reps use for that activity, such as a store check or an order.
Configure Workflow Paths: Configure workflow paths that manage state transitions for a specific Visit record type, such as Store Check.
Convert Existing Product Image to Base64 String in Bulk: For records that already have Display URL populated, create an autolaunched flow using the Convert Product Image to Base64 flow logic, then pass productId and Display URL from a batch job to the flow, which forwards them to the Convert Image to Base64 invocable action.
Convert a Product Image to Base64 String: The Convert Product Image to Base64 flow fetches an image from a Product2 record's Display URL, converts it to Base64, and stores the result in a custom field on Product2. This flow supports internal org image URLs, such as documents and static resources, and external URLs.
Create an Integration Definition for Product Images: Before you use the Convert Product Image to Base64 flow, create and compile the Apex provider class, then create the integration definition. The action resolves the named credential by matching its configured URL with Display URL.
Host an External Image in Salesforce: Upload an image to the Documents tab in Salesforce Classic and retrieve its public URL to populate the Display URL field on a product record. Use this approach when an external image URL is blocked by a proxy or firewall.
Create a Static Resource for a Product Image: Create a static resource in UI Settings, then get its relative path so you can reference the product image in Life Sciences Commercial app configurations.
Extend Store Check Capabilities: Extend store check beyond core visit tracking with surveys, multilingual field translations, and presentation content, so field users can capture structured survey responses, work in their own language, and launch Intelligent Content presentations, all during a visit.
Fetch Image from an External URL: An external URL can be hosted in Salesforce or outside Salesforce. For images hosted in Salesforce, host the image in the Documents tab. Fetch an image URL irrespective of whether the image is hosted in Salesforce or outside Salesforce.
Get Your Org Ready for Store Check Users: Before you start setting up Store Check for Agentforce Life Sciences, make sure that you have the required profiles and permission sets.
Considerations for Store Check: Review these considerations before you configure targets, action plan templates, and product assignments for store check.
Mobile Configuration for Store Check: Configure the object metadata cache for supported store check objects and generate a metadata cache to make sure that your sales reps can access the Store Check execution page in the Life Sciences Cloud mobile app.
Configure No Stock Toggle: Create a toggle that field reps can use to track when there's no stock for a product.
Product Visibility for Store Check Tasks: The action plan template (APT) to assortment assignment determines which products your reps see for each store check task. Link an APT to an assortment to set the product scope for that task, and let the Life Sciences Commercial mobile app merge or separate tasks automatically based on your assignments.
Set Up Store Check: Store Check helps your field reps assess retail conditions, such as product availability, display and promotional compliance, during a store visit. Configure products, assortments, assessment tasks, and other relevant elements, and assign them to individual accounts (stores) based on their specific business needs and opportunities. Together, these building blocks turn a single store check into a structured, repeatable assessment, enabling consistent in-store execution and generating actionable insights.
Set Up Action Plan Sharing: To share previous store check data with field reps based on their territory, create a store check batch job. This batch job shares action plans and associated assessment tasks based on visits shared with field reps.
Set Up Data Translation for Store Check: Add a Translations panel to records like Assessment Task Definition, so you can create and manage translated versions of field values in multiple languages, letting field users view and enter Store Check data in their own language.
Set Up Store Visit Workflow: Workflow governs what a field rep can do to a visit at each stage of a store check, and it can capture the rep's location when a visit starts and ends. Configuration is stage-based: reps can create, edit, or delete a visit while it's in Planned or In Progress status, but after a visit reaches the Completed status, the record locks and can't be edited. A rep can't retroactively change what happened during a completed store check.
Set Up Presentation Content for Store Visit: Add the Presentation Content component to the Visit page so field reps can launch Intelligent Content presentations during a visit.
Set Up Product Images for Store Check: Product images give field reps a visual reference for identifying items during a store check, especially when they're offline on an iPad. Store Check shows these images from a Base64-encoded custom field on the Product2 object, so the image travels with the record and works without a live connection.
Set Up Surveys in Store Check: Help field reps capture structured responses using surveys for store check. The survey component is a common module shared across the Life Sciences Commercial mobile app. Any survey capability that works on visit also works in store check. Enable it here by creating one Assessment Task Definition record.
Create Store Assortments in Bulk: Using account segmentation, group accounts (stores) that share the same assortments, and assign assortments to multiple stores at once, instead of assigning them manually one by one.
Turn On Store Check: To help field reps perform store checks during a visit, turn on the feature in your org.
Use Store Check: Use the Store Check feature to conduct structured, consistent in-store execution during your visits to your assigned territory. Capture real-time responses and observations to verify organizational Key Performance Indicators (KPIs) directly within the Life Sciences Mobile app.
Visit Record Type Routing: Reps can encounter several kinds of field activities — a healthcare professional (HCP) visit, a store check, an order — that call for different screens and steps. Map each Visit record type to the experience that fits it, so reps land in the right place without extra clicks or training.
Turn On Header Adjustments for Quotes: Field reps can apply discounts or total overrides across an entire quote and automatically distribute the amounts across line items.
Turn on Price Waterfall Persistence: Turn on Price Waterfall Persistence so iPads cache waterfall data locally, letting field reps view pricing calculations offline, after closing the popover, and whenever the app relaunches. Price Waterfall Persistence works only if you've turned on Price Waterfall.
Restrict the Quote Status Field for Field Reps: To restrict field reps from manually changing a quote's status, set the Status field on a quote as read-only. This makes sure a quote's status changes only through the workflow action buttons.
Use Order Management: Conduct store checks, create quoted orders for pharmacies, hospital pharmacies, and healthcare providers using Order Management for Agentforce Life Sciences. Build quotes from the web or a mobile device, apply pricing and discounts, and submit the quote for approval, online or offline.
View Candidates Matching the Research Study Criteria: As a clinical trial coordinator or recruiter, you can launch the cohort builder from a research study record page to match candidates with the inclusion and exclusion criteria you selected. The cohort builder shows the list of criteria for the research study.
Track and Monitor Candidate Enrollment Progress: As a clinical trial coordinator or recruiter at Investigative sites, you can monitor candidate progress from Participant Management’s Clinical Excellence Console app home page.
Identify Suitable Candidates for Clinical Trials: As a clinical trial coordinator or recruiter, you can initiate the candidate evaluation process from specific record pages. You can begin the process with a single click from a research study candidate, account, or actionable list member record.
Add Clinical Information to the Patient Card: Use the patient card in the Research Study Candidates page to quickly view a candidate’s clinical data, such as medications, health conditions, allergies, and last clinical encounters. You can also add new medication requests, health conditions, allergies, and immunizations from the patient card.
Review Candidate Evaluation Results: Use the Evaluation Results tab in the Research Study Candidates page to view the evaluation results of Einstein Candidate Matching. You can also check different versions of evaluation results.
Define Care Programs and Care Program Enrollees: Patient Program Outcome Management uses care program and care program enrollee as the backbone of its operation. To create a care program, define the program and the relationships and activities within it. To create a care program enrollee, define a person account.
Define Outcomes and Outcome Activities: Add outcomes to track the changes that you expect to see in care program enrollees and ultimately at a care program level. Use outcome activities to connect outcomes to the efforts, such as care programs or care program enrollees, that contribute to the end goal.
Indicators for Measuring Results: Measure outcomes consistently by creating a library of indicators, connect those indicators to what you’re measuring, and add time-bound baseline and target values to track your results against. Connect indicator definitions to programs to track the effectiveness of programs. Connect indicator definitions to outcomes to track the effectiveness of the tasks that are done by participants.
Patient Support Programs Console App: The Patient Support Programs console app in Life Sciences Cloud is a single-stop shop for patient services reps and program leads to monitor different aspects of care programs and care program enrollees. Program leads and patient services reps can customize this app to suit their needs and can effectively manage their daily tasks by accessing the functionalities of patient support programs via this app.
Set Up Patient Support Programs Analytics for Life Sciences Cloud: Patient Support Programs (PSP) Analytics provides a complete solution, including Tableau Einstein dashboards, to improve patient and program outcomes. The dashboards give program leads and patient services reps the data-driven insights they need to optimize operational efficiency.
Add Patient Support Programs Analytics Dashboards: After your Patient Support Program Analytics app is installed, add analytics dashboards for your program leads and patient services reps to gain real-time insights into program performance. The dashboards provide a clear view of patient enrollment and adherence, which helps program leads optimize operational efficiency and resource allocation. The data also help reps proactively intervene and personalize support, and drive better patient outcomes.
Install the Patient Support Programs Data Kit: To access data mappings, data streams, and generate calculated insights in Data 360, install the data kit bundles available in your Salesforce org.
Install and Deploy Patient Support Programs Analytics: To view components such as data streams, calculated insights, and data graphs from Data 360, install and deploy the Patient Support Programs Analytics data kits from Data 360 in your Salesforce org.
Install Patient Support Programs Analytics App: After your Patient Support Program Analytics data is ingested into Data 360, you’re ready to install the app to help you get insights on all your patient support programs in Life Sciences Cloud.
Verify Data Kit Installation: Verify that your data kit is installed and the required Data Model Objects (DMO) are created.
Build Your Data 360 Connection: Configure your Data 360 connection for Life Sciences Cloud. Data 360 is automatically provisioned in your Salesforce org.
Permissions to Manage Expenses in the Mobile App: Make sure your admins and users with the Field Sales Representative, Key Account Manager, and Field Medical profiles have the right object and field permissions to manage visit expenses from the Life Sciences Cloud mobile app.
Set Up Person Accounts to Represent People in Life Sciences Cloud: Person accounts store information about specific people by combining certain account and contact fields into a single record. In Life Sciences Cloud, always model your patients or members as person accounts. You can’t fully use Life Sciences Cloud functionality if you don’t model your patients and members as person accounts.
Activate the Payor Benefits Assessment Omniscript: Help payors fill the assessment by activating the Omniscript that includes a list of questions for the payors to get the patient's missing benefits details.
Add Real-Time Reverification Updates to Record Pages: Configure the PharmacyBenefitsVerificationCareBenefitVerifyRequestOverallStatus Flexcard on the care program enrollee and care benefit verify request record pages to provide an at-a-glance view of the entire benefits reverification process and its detailed steps. Minimize manual intervention by showing real-time updates on relevant record pages.
Pharmacy Benefits Reverification Flows: Pharmacy benefits reverification uses flows to initiate electronic or manual verification requests, validate the essential benefits in the payor response, and share a summary of patient's benefits details with the healthcare practitioner.
Understand the Reverification Request Generation: Pharmacy Benefits Reverification uses two flows and one data processing engine to generate a new copy of Care Benefits Verify Request records.
How Automation Streamlines Pharmacy Benefits Reverification: With the reverification automation process, your reps can reverify patient benefits as needed. The automated reverification process significantly reduces manual intervention, ensuring accurate, timely updates and comprehensive communication of patient benefits details between patient services reps and healthcare professionals.
How Reverification Automation Works: Pharmacy benefits reverification automation saves time and resources of pharmaceutical companies by streamlining patient benefit updates. Automation helps control expenses and prevent fraud for both providers and patients, so that continuous, accurate, and cost-effective pharmacy benefits are provided through electronic and manual verification processes.
Assign Permissions to View Reverification Automation Status: Provide your program leads and patient services reps the permissions to view the automation status of the reverification of the care benefit verify request and care program enrollee record pages.
Understanding Pharmacy Benefits Reverification Flows: Automate various tasks in Pharmacy Benefits Reverification using pre-built flows. Customize these flows to run patient support programs according to your requirements.
Use Pharmacy Benefits Reverification: Pharmacy Benefits Reverification checks a patient's eligibility for pharmacy benefits, ensuring continuous and correct coverage for their medications. The process helps insurance providers save time and resources by streamlining the reconfirmation of pharmacy benefits for patients in care programs. Reverifying benefits controls costs for both providers and patients by confirming that coverage is necessary and used correctly.
Generate Benefits Reverification Requests: Program leads can use a screen flow to initiate a pharmacy benefits reverification request. The flow collects important reverification information and generates a list of new benefits verification records. Patient services reps can use the shared list or the records assigned to them to reverify the pharmacy benefits of care program enrollees.
Use Pharmacy Benefits Verification: Pharmacy Benefits Verification improves patient access and adherence to care by helping representatives to start the patient’s medication early. Help caregivers and patients reduce the time and effort required to determine the covered pharmacy benefits. Patient services representatives can assist patients by getting a clear picture of their pharmacy benefits coverage such as co-pay, co-insurance, and other coverage details. They can also generate a concise summary of patient’s pharmacy benefit details using Einstein’s Generative AI auto-launched flows.
Context Definition Understanding and Enablement: Pharmacy Benefits Verification uses Einstein’s generative AI to generate a benefits summary and a call script summary. These summaries are generated through an auto-launched flow, which uses context service to fetch the data. Before context service fetches the data, you must turn on context definition.
Generate Call Script: Reduce the time patient services reps spend on call with payors to determine the missing fields from the benefits summary. Pharmacy Benefits Verification uses Einstein Generative AI to help patient services reps generate a call script, which they can use to fetch missing coverage information from payors.
Generate Pharmacy Benefits Summary: Pharmacy Benefits Verification includes Einsten Generative AI to generate the pharmacy benefits summary for reps. You can share this benefit summary with patients, prescribers, and practitioners. The summary helps providers recommend appropriate assistance programs to patients, and helps reps make informed decisions, such as enrolling patients in appropriate assistance programs.
Initiate a Manual or Electronic Verification Request: Initiate a manual or electronic pharmacy benefits verification request to generate patients’ benefits packages, and furnish a concise summary of the benefits related to the medications prescribed within a care program.
Patient Support Programs Console App: The Patient Support Programs console app in the Health and Life Sciences cloud acts as a single-stop for all patient services representatives to monitor different aspects of care programs and care program enrollees. Representatives can customize this app according to their needs and access all the functionalities of patient support programs through the app.
Pharmacy Benefits Verification Request: You can use a guided flow to initiate a manual or electronic benefits verification request, generate patients’ benefits packages, and furnish a concise summary of the benefits related to the medications prescribed within a care program.
Benefit Coverage Response: The Benefits Summary section shows the pharmacy benefit coverage response received from payors or clearing houses. The benefit summary section includes the patient’s benefits details such as coverage status, co-pay, and co-insurance.
Use Agentforce for Pharmacy Benefits Reverification: Accelerate pharmacy benefits reverification by automating the process of updating patient data. Update patient details with a single click. Ensure data accuracy and reduce manual effort by using Agentforce to draft and send emails that include a secure assessment link for patients to verify and provide their updated personal, drug, pharmacy, healthcare provider, and insurance details.
Plan and Prepare for Clinical Engagement: Let’s walk you through some key concepts before you begin your implementation. Learning about how Life Sciences Cloud models data and its users will help you optimize your implementation to the needs of your organization.
Manage Events in Calendar: Create, view, edit, move, and delete events such as a visit, time off territory, general event, and assessment tasks from Planner. Manage your schedule efficiently by deleting multiple events from the calendar simultaneously. View the holiday mapped to your organization’s business hours.
Manage Routines: Manage your recurring visits and streamline your scheduling using routines in Calendar.
Manage Visits in Calendar: Learn how to manage your visits directly from the calendar, including how to create, reschedule, and delete them.
Use Calendar to Schedule Visits and Other Events: Visualize and prioritize key activities, such as visits, assessment tasks, time off territory, and general events. Schedule events with best time recommendations, avoiding conflicts, to create optimized daily plans. You can switch between different views, create events, and filter the events.
Design Recommendations for Presentations: Follow these design recommendations when you create presentation source files for Life Sciences Customer Engagement so that your content doesn't conflict with player controls during presentations.
Dynamic Capabilities for Presentations: Life Sciences Customer Engagement uses a presentation player that's powered by a Mustache template processor to display dynamic content. Before a page loads, data is collected as a JSON string and fed into the template processor, which uses it to fill in the content placeholders on the presentation page. In the presentation player, users see the fully populated presentation page.
alert Function: Opens an alert with the specified message in the presentation player.
Callback Event Function: When an event occurs in the Life Sciences Cloud mobile app, you can use a callback event function to notify the page’s JavaScript, HTML, or template. For example, events can be triggered when users pause or resume tracking presentation metrics.
createVisit Function: Creates a visit for the selected attendees and returns the result to the specified callback method. Salesforce applies all configured visit validations to the created visit.
defineNoSwipeRegion Function: Defines an area of the screen where the presentation player ignores the swipe gesture. This function enables field users to interact with dynamic content without interrupting the presentation or navigating accidentally.
destroyNoSwipeRegion Function: Removes the region ID of an area of the screen where the presentation player ignores the swipe gesture.
fetchWithParams Function: Queries data that’s not already returned in Mustache variables, and returns results to the specified callback method.
getSurveyFlowJson Function: Searches for a survey and returns it in JSON format. Then, the presentation HTML can parse the survey and show it in the presentation player.
goNextPage Function: Goes to the next page in the presentation. If the current page is the last page in the presentation, nothing happens.
goPreviousPage Function: Goes to the previous page in the presentation. If the current page is the first page in the presentation, nothing happens.
goToSlide Function: Goes to the specified pages and assets within a presentation.
launchApprovedEmail Function: Opens the Send Email window with the email template that’s linked to the presentation page, if the presentation page specifies a template. If there’s no email template ID specified on the presentation page, the page isn't linked to a template.
launchEmails Function: Opens the Send Email window with the email templates that are available to the user.
logError Function: Logs error messages for any errors that occur within the presentation player. This function enables Salesforce admins to analyze and troubleshoot problems.
saveState Function: Saves data about the presentation’s state to the state property in the JSON that’s supplied to the presentation’s Mustache template. Stores the state on the user’s device so that users can resume a presentation and continue where they left off in the same session or a future session.
setSurveyFlowJson Function: Saves survey results to the database for the current presentation and visit when a field user saves or submits the related visit.
startTrackingPage Function: Starts tracking presentation metrics in a new presentation click stream entry record for the specified presentation page.
trackInteraction Function: Records an in-content interaction event as a presentation click stream entry record. Use this function to capture individual user interactions within HTML presentation content, such as button taps, link clicks, and video plays. Unlike startTrackingPage, which tracks time spent on a page, trackInteraction captures discrete events within the page.
updateFeedback Function: Sets the feedback from the healthcare professional (HCP) to the specified type on related provider visit detailing product message records.
upsert Function: Creates and updates records for the specified objects and returns results to the specified callback method.
JSON Structure for Presentations: Understand the hierarchy and structure of the JSON properties that are available to the Mustache template processor for Intelligent Content presentations.
PDFs as Sources for Presentations: To create PDF source files for Intelligent Content presentations, include all presentation content in a single PDF. Each page of the PDF source file shows as a separate presentation page in the presentation player.
Presentation Player Functions: You can include JavaScript code in the presentation ZIP file for Life Sciences Customer Engagement. These functions enable dynamic, interactive presentation content that can query data, navigate slides, update records, launch emails, start or stop tracking metrics, and embed surveys in presentation pages. When the JavaScript function is called during presentations, the action is performed in the presentation player.
Guidelines for Life Sciences Presentations: Create presentation source files that admins can upload to Life Sciences Customer Engagement and distribute to sales reps. To personalize content for healthcare professionals (HCPs) and healthcare organizations (HCOs), include dynamic content in presentation files. Life Sciences Customer Engagement supports two types of source files for presentations: ZIP files and PDFs.
Supported Attributes in Presentations: Using Mustache variables, you can access Life Sciences Customer Engagement attributes dynamically from presentation ZIP files.
ZIP Files as Sources for Presentations: To use ZIP files as the source for Intelligent Content presentations, create a separate ZIP file for each page in the presentation. In each individual ZIP file, include the HTML content for the presentation page. In Life Sciences Customer Engagement, pages are grouped into presentations, and each page shows separately in the presentation player. Admins can also associate each presentation page with a product and a key message. Salesforce tracks presentation metrics for each page so that you can analyze and improve performance over time.
Product Catalog Management in Life Sciences Cloud: The Product Catalog Management app is available for Life Sciences Cloud users to create and manage products. For example, users in MedTech organizations can use the app to create and manage products such as pacemakers, X-ray machines, syringes, and other medical devices. Users in Pharma organizations can use the app to create and classify drugs and drug samples.
Product Catalog Management Data Model and Permissions: To get started with Product Catalog Management in Life Sciences Cloud, assign permission sets to your user profiles based on their required level of access. Here’s the set of permissions and objects that you get with Product Catalog Management.
Set Up Product Management Features: In the Life Sciences industry, delivering value to customers—healthcare professionals, organizations, and patients—depends on making sure that the right products are available, accessible, and aligned with regulatory requirements. In Agentforce Life Sciences, Product Management supports this goal by making it easier to configure, classify, and manage the products that your organization discusses, markets, sells, and distributes.
Align Products with or Exclude Products from Territories: Configure precise and targeted product-territory alignments by using territory exclusions. When you exclude a child territory, it doesn't inherit the product alignment of its parent territory record.
Product Hierarchy Settings: Product hierarchy provides a centralized view of all the products developed, marketed, and distributed by a life sciences organization. It helps product management admins and users drill down into each product right from the hierarchy, and view the details of each record. Add, remove, or edit products, product types, and product guidances directly from the hierarchy without switching between multiple tabs.
Configure Products and Product Types: Help users to use the Product Hierarchy and the Product Territory Alignment settings by defining products and product types.
Define Messages and Objectives for Product Detailing: Drive effective product strategies and detailing efforts with product messages and objectives. Messages and objectives are implemented together as product guidance, and help drive key points of emphasis and product activities aligned with broader business goals.
Get Your Org Ready for Product Management: Help product management admins and users quickly search for available products, check territory assignments, and view specific marketing tips to sell the products effectively. Configure all types of products that your company markets, sells, and discusses, including brands, therapeutic areas, and indications.
Product Territory Alignments: Set up product-territory alignments to help users drive targeted product efforts, reduce errors, and comply with regulatory standards. These alignments control how products and product messages are assigned to territories, and make sure that the correct user has access to the correct product in the correct territory.
Products and Product Types: Before you set up products in your org, learn about the different types of products, their hierarchy and groupings, and how they all fit together.
Map Product Record Types to Product Specification Types: Create product specification record types to align each product record type with the related product specification type, and in turn with the related workflow in Life Sciences. Life Sciences includes the Sample Product, Promotional Item, and Order Item product specification record types.
Organize Products Aligned to a Territory by Priority: Help users prepare for product detailing and discussions by sorting products according to the relative importance of the products. Organize the different products assigned to the same territory by order of priority.
Set Up Product Record Types: Life Sciences organizations develop a diverse range of products that include sellable and non-sellable products. You can classify both sellable and non-sellable products into markets, brands, products, therapeutic areas, brand indications, and indications. You can also categorize sellable or physical products into order items, promotional items, and samples. To keep track of all types of sellable or physical products, classify and organize them with record types in the Product2 object.
Create Product Territory Alignments in Bulk: Import multiple product records from external systems, align them with territories, and create detailed availability records by using the Publish Draft Product Territory Alignments batch job.
Restrict Activities Related to a Product: Account-level product restrictions help organizations enforce business and regulatory requirements by preventing the detailing, sampling, or ordering of specific products at restricted accounts. Use this functionality to limit product interactions to the appropriate accounts, reducing compliance risks and supporting adherence to industry regulations.
Create Products from the Product Hierarchy View: The Product Hierarchy view emulates the market, therapeutic area, or SKU structure of Life Sciences organizations, providing complete visibility into an organization's entire range of products. This overview is useful for all the business functions that use products in various capacities, such as Visits and Sample Management. Search for products, create products, and edit or delete products directly from the Product Hierarchy view.
Select the Product Hierarchy Display Type: Depending on the size of your product hierarchy, choose to view the list of products in its entirety or in parts. Choose to show all the products at one go or show 500 records at a time.
Set Up Healthcare Providers: Set up records for healthcare providers such as the practitioners (people) who take care of patients and the facilities (organizations) where patients are cared for. Practitioners include doctors, nurses, physical therapists, and other clinical staff. Facilities include hospitals, clinics, labs, and other organizations.
Quick and Custom Action Management: Quick Actions and Custom Actions are shortcuts that provide fast access to key features in the Life Sciences Cloud mobile app. These actions are available directly from record pages, the home page, and custom components.
Custom Actions: Custom Actions extend the Life Sciences Cloud mobile app by opening external URLs, launching installed apps, or sending prompts to Agentforce from record pages.
Action Configuration Examples: Common quick action and custom action configuration examples for typical Life Sciences Cloud use cases.
GoTo Actions: GoTo actions take users from a visit record page or list view to a specific section of Visit Engagement to complete tasks without scrolling.
Action Labels and Custom Label Mapping: Reference for how the Life Sciences Cloud mobile app retrieves action labels and maps action names to Custom Labels.
Create a Lightning Web Component Action: Configure a Custom Action that opens a Lightning Web Component in the Life Sciences Cloud mobile app for access to custom functionality from a record page.
Quick Actions: Quick actions provide access to common tasks from areas without page layouts, such as the home page, Calendar, and Search.
Set Up and Manage Quick Actions: Set up Quick Actions in the Admin Console to control which actions appear for specific users and locations in the Life Sciences Cloud mobile app.
Supported Actions on Mobile: Reference for the actions supported in each area of the Life Sciences Cloud mobile app to use when planning your configuration.
Ratings: Ratings help prioritize and organize customer accounts into meaningful segments. Field users can use ratings to focus on the right customers, align on relevant accounts, and adjust strategies for maximum efficiency.
Add Ratings Layout to the Account Record Page: Show visual insights about account activity by adding the ratings layout to healthcare professional (HCP) and healthcare organization (HCO) accounts. Embed the Ratings component to the custom tab in the Lightning page and link it to the configured layout.
Create a Ratings Layout: In the Life Sciences Cloud for Customer Engagement web and mobile app, rating layouts visually represent ratings on an account's record page. Create a rating layout and add rating fields at various levels, including account, territory, product, team, or address. These layouts make sure that users see only the ratings relevant to their role and permissions.
Mobile App Configuration for Ratings: Create object metadata cache configuration for supported Ratings objects in the Life Sciences for Customer Engagement mobile app. Generate a metadata cache to package the object metadata cache configuration into a downloadable metadata cache that the mobile app can use for online and offline access.
Update a Rating Card: Keep your customer information accurate and current by updating the values in a rating card. Ratings show data organized into meaningful segments, such as general, product, territory, team, and address.
Related Lists for Life Sciences: Records in Salesforce can include details and links to other related records. The Life Sciences Cloud for Customer Engagement related list offers more customization and filtering options than standard related lists. If you create a Life Sciences Cloud for Customer Engagement workflow, you can also control the actions that users can take on related records based on the parent record’s status, user role, and other business rules. These related lists are supported both online and offline in the Life Sciences Cloud mobile app.
Create Related Lists for Life Sciences: Add a Life Sciences Customer Engagement related list to the page layout for Life Sciences objects, standard Salesforce objects, and custom objects. The related list appears in Life Sciences Cloud on desktop and in the mobile app.
Remote Engagement: Remote engagement facilitates virtual meetings by providing tools to start and manage remote visits with healthcare professionals (HCPS) and healthcare organizations (HCOs). When users schedule remote visits, healthcare professionals receive invitations with the necessary details such as the meeting link and passcode. During the meeting, users can manage participants, share screens, and capture signatures, streamlining virtual interactions and eliminating the need for in-person visits.
Set Up Trusted Twilio URLs: To support video calls, add Twilio WSS endpoints as trusted URLs in your Salesforce org. These trusted URLs allow attendees to join video calls and reps to start video calls from Salesforce.
Conduct Remote Visits with Microsoft Teams: With Microsoft Teams as the service provider, you schedule remote visits in Life Sciences Customer Engagement and conduct sessions in the Microsoft Teams mobile app.
Conduct Remote Visits with Twilio: With Twilio as the service provider, you schedule and conduct remote sessions directly in Life Sciences Customer Engagement.
Configure Twilio Credentials: The Life Sciences Customer Engagement managed package includes the named and external credentials for Twilio. To finalize the setup, add authentication parameters such as the Twilio account ID, authorization token, API key, and secrets.
Configure Video Call Settings with Twilio: To support remote sessions with Twilio, configure video call settings in the Admin Console. These settings help you define and manage specific details about how your users can access and interact with remote sessions.
Mobile App Configuration for Remote Engagement: Set up object metadata cache configurations for Life Sciences remote engagement objects. Generate a metadata cache to package the object schema configuration that the Life Sciences Cloud mobile app uses for online and offline access. This configuration defines how the mobile app fetches and stores the necessary metadata when a network connection is unavailable.
Set Up an Experience Cloud Site for Remote Engagement: Set up a customer portal for your Salesforce org so that healthcare professionals (HCPs) can join remote sessions and provide remote signatures. Grant the Access Remote Engagement for Digital Experience permission set to the site's guest user profile so that HCPs can join video calls without logging in. Optionally, create a profile and add it as a member to the portal to support portal access for other users.
Grant Accounts Access to Your Experience Cloud Site: If needed, grant access to your Experience Cloud sites for specific permission sets or profiles in your Salesforce org. If you skip these steps, healthcare professionals (HCPs) can still join remote sessions and view presentations as guest users without logging in.
Set Up Microsoft Teams for Remote Engagement: Use Microsoft Teams as the collaboration platform for remote engagement sessions. Sales reps planned visits in Life Sciences Customer Engagement to generate Microsoft Teams meeting links and send email invitations and calendar events. To reduce friction and align with organizational requirements, healthcare professionals (HCPs) join remote sessions by using their existing Microsoft Teams accounts.
Authenticate to Microsoft Teams to Conduct Remote Visits: To plan and conduct remote engagement sessions, open a connection between Salesforce and Microsoft Teams. You authenticate only one time, and the connection with Microsoft Teams remains active until you revoke access.
Configure Credentials for Remote Engagement with Microsoft Teams: The Life Sciences Customer Engagement managed package includes the named and external credentials that support remote engagement with Microsoft Teams. To complete the setup, register an application in Microsoft Azure. Then, use the Microsoft Azure app details to update the named credential configuration in your Salesforce org. The named credential configuration enables secure authentication between Salesforce and Microsoft Teams and allows Life Sciences Customer Engagement to create and start Microsoft Teams meetings on behalf of users.
Meeting Invitations for Remote Engagement with Microsoft Teams: When you use Microsoft Teams as the service provider for remote engagement sessions, healthcare professionals (HCPs) receive meeting invitations and calendar events based on the visit lifecycle and the invitation delivery method. Review how different scenarios can impact email delivery and calendar events to make sure that HCPs have the correct meeting information.
Configure Remote Engagement Settings for Microsoft Teams: To enable field users to conduct remote engagement sessions with Microsoft Teams, configure settings in the Admin Console. Remote visit settings define how users schedule sessions. Invitation settings control how healthcare professionals (HCPs) receive meeting invitations and calendar events.
Service Providers for Remote Engagement: Review the benefits of Twilio and Microsoft Teams to select the right collaboration platform for remote engagement sessions. Make an informed decision based on your compliance requirements, tracking needs, and collaboration preferences. To provide flexibility for your field teams, use both Twilio and Microsoft Teams as service providers.
Set Up Invitation Emails for Remote Engagement: Set up email templates to send invitation emails to attendees automatically when field users create planned visits. Send follow-up emails notifying attendees of any changes to the visit.
Set Up Remote Signatures for Remote Engagement: Enable your field reps to capture signatures from healthcare professionals (HCPs) during remote visits. Hosts can trigger requests to capture signatures for direct-to-practitioner products, samples, product discussions, or consent.
Set Up Twilio for Remote Engagement: Use Twilio as a service provider for remote sessions. Finish setting up the Twilio account by updating the named and external credentials included in the Life Sciences Customer Engagement managed package. Set up an Experience Cloud site so that healthcare professionals (HCPs) can join remote sessions. Make sure that participants can connect to video calls by adding Twilio WSS endpoints as trusted URLs in your Salesforce org. Use the Admin Console to define video call settings and add phone numbers.
Host Virtual Meetings with Your Customers: Run professional and efficient remote engagement sessions by managing participants and sharing your screen for interactive presentations. Schedule remote visits from the calendar with unique room IDs, passcodes, and meeting links. Send invitation emails to provide secure and easy access for all participants.
Reports and Dashboards Administration: Use reports and dashboards to deliver information to your Life Sciences Cloud mobile app users in the ways that work best for them.
Sales Data Setup: Give users access to the drug distribution data and prescription data, and help them better understand their customers and plan effective interactions.
Add Sales Data Component to a Record Page: Gives your users quick access to their drug distribution data and prescription data by adding the Sales Data component to a record page.
Create a Data Governance Policy: Create a data governance policy to manage record-level access. This policy ensures that users access sales data only from their specific territory.
Sample Inventory Management: Help users request and manage samples in one place. Define product batches and unique identifiers to simplify the tracking of the inventory operations. Configure inventory operations, counts, and other options in the sample inventory dashboard.
Acknowledge Received Samples from Transfers and Shipments: In the Sample Inventory Management dashboard, confirm the receipt of samples transferred to you from a sales rep or when your inventory is replenished. After you acknowledge receipt, your sample inventory count is updated.
Add a Quick Action Button for Resolving Disbursements: Add a button to make it easy to resolve disbursements. In Sample Inventory Management, you can get samples disbursements first, and address the unresolved disbursement records later. This scenario arises when a user hasn't acknowledged the samples they're received, and so they’re in possession of the quantity required to make a disbursement, but the system count shows otherwise. Sample Inventory Management enables users to perform the disbursement, but the Product Disbursement record is created with a warning and the system temporarily pauses the update of the Product Batch Item’s Remaining Quantity and Product Item’s Quantity On Hand fields. The user must acknowledge the received inventory and resolve the disbursement.
Discrepancy Adjustments for Inventory Counts: When you record a discrepancy in the inventory count, Sample Inventory Management adjusts the system count positively or negatively to match the actual count.
Add an Inventory Location and Address for Sample Inventory Management: In Sample Inventory Management, the Location record represents the inventory that’s currently in a sales rep’s possession, rather than a physical location. Each sales rep is assigned a particular location to help you trace inventory. Create locations and add addresses for the storage of sample inventory.
Create Product Batch Items for Sample Inventory: A product batch item establishes the relationship between the Product, Life Science Marketable Product, Production Batch, Product Batch Item, Location, and User records. It captures information about the product items allocated to a sales rep, organized by the batches that the products belong to. A product batch item record helps maintain compliance by keeping a sales rep within the defined disbursement limits. The allotted quantity is updated whenever the sales rep executes an inventory operation.
Create Product Items for Sample Inventory: Product items help establish a one-to-one relationship between a product and a location. When the location is designated as an inventory location, product items represent the total quantity of a product assigned to a user as inventory.
Create Production Batches for Sample Inventory: Manage and track inventory transactions by organizing products into batches. Products are tracked by batches across all inventory operations, counts, acknowledgments, returns, and disbursements.
Customize Actions for Inventory Processes: Create custom actions to override buttons in the Inventory Count Assessment records and in the Inventory Operations records.
Select Custom Fields to Use for Sample Inventory Management: Use field sets to define and manage your custom fields based on your specific business needs. First, create custom fields. Then, add them to field sets to show them in the inventory count assessment types, inventory operation types, product requests, and disbursement windows.
Set Up Data for Sample Inventory Management: Configure location types that serve as the sales representative’s inventory on hand,and define addresses for the inventory’s storage locations. To easily track product samples in the sample inventory workflow, configure production batches that store external identifiers, such as unique identification numbers, and internal identifiers, such as the production batch name. View the sample product quantity in a sales rep’s possession by configuring product batch items.
Fix Unresolved Product Disbursements: Sample Inventory Management helps you to go forward with sample drops even when you have insufficient inventory on record, but sufficient inventory at hand.
Create Inventory Count Assessments: Maintain inventory levels, and verify inventory availability before every sample drop from the Sample Inventory Management dashboard. Configure periodic inventory counts, and conduct self-audits.
Return Samples or Mark Transfers As Duplicate: Keep your sample inventory levels up-to-date by returning transfers that you don’t need or by marking transfers as duplicate. The Return to Sender option creates a corresponding Transfer In inventory operation record in the sender’s dashboard.
Update Sample Limit Rules for Products: See the template and sample limit rules applied to each product. To help ensure your organization’s compliance with governmental regulations and organizational policies, customize sample limit rules for individual products.
Manage Sample Limit Template Product Assignments: To enforce rules and manage distribution based on the template’s defined limits, assign sample limit templates to individual products or parent products and their child products.
Types of Sample Limit Templates: Life Sciences Cloud for Customer Engagement includes a generic sample limit template and several country-specific templates by default. You can also create custom generic templates by cloning the default template. Or, you can create and configure advanced templates based on requirements for other countries.
Sample Limit Templates: Sample limit templates contain the rules, operations, and limits to evaluate for each assigned product and account. View the sample limit templates included with Life Sciences Customer Engagement. Create generic templates that use default rules and conditions, or configure advanced templates with complex sample limit rules.
Add Default Sample Limit Templates to Your Salesforce Org: Life Sciences Customer Engagement provides a generic sample limit template and several country-specific templates that you can add to your org. These templates contain predefined rules and operations for sample distribution, and they can’t be edited or deleted.
Create Advanced Sample Limit Templates: To define custom sample limit rules for more complex needs and for regions with stricter requirements, create an advanced sample limit template. For example, use an advanced template to configure sample limit rules for three years from the first drop date.
Create Custom Generic Sample Limit Templates: To apply similar rules or configurations across different teams, geographies, or products with only small changes, create a custom generic template. When you create a custom generic sample limit template, you clone the generic sample limit template provided by Life Sciences Customer Engagement. Your custom generic template includes the default generic template’s rules and conditions.
Sample Limits: Sample limits provide precise control over sample distribution to help ensure your organization’s compliance with governmental regulations and organizational policies. Use sample limit templates and rules based on products and accounts to enforce limits. Streamline administrative tasks, optimize resource allocation, and reduce audit risks, especially for new product launches or controlled substances.
Account Segments for Sample Limits: Group accounts into reusable segments by using Salesforce actionable lists. Use segments to customize business rules and configurations, such as sample limits, for different account groups. Create segments by using actionable segmentation with a data processing engine or by using List Builder for Data 360.
Create Account Segments with Actionable Segmentation: Create account segments by using Salesforce actionable segmentation. Configure a data processing engine to build a dataset from your account, healthcare provider, and territory data. Then create an actionable list definition of type Healthcare Provider List and create actionable lists from the resulting dataset.
Create Account Segments with List Builder for Data 360: Create account segments by using Data 360 segments and Salesforce List Builder. This approach allows you to generate actionable lists directly from Data 360 segment data.
Initialize Sample Limits and Create Sample Limit Records: Sample limits rely on dedicated batch jobs and trigger handlers to handle large-scale data processing. These sample limit batch jobs automate the creation of provider sample limit records for each combination of account, product, and assigned sample limit template.
Delete All Sample Limits for an Account: To remove outdated restrictions on sample distribution across all accounts, delete sample limits for a specific template. Then, you can apply new templates for those accounts.
Delete Sample Limit Rules for a Product: To clear all limits for an account and product, delete the product's sample limit rules. Then, you can reestablish new rules for that product.
Automate Sample Limits for New Accounts: Define how sample limit templates are applied automatically to newly created healthcare professional (HCP) and healthcare organization (HCO) accounts.
Initialize Sample Limits for Accounts: To initialize the sample limit templates that are assigned to healthcare professional (HCP) and healthcare organization (HCO) accounts for the first time, run the Assign Sample Limit Templates to Accounts job. When you initialize the templates, provider sample limit records are created for each account and product based on the sample limit template and rules.
Monitor and Run Batch Jobs for Sample Limit Triggers: Sample limit trigger handlers use batch jobs to automate the processing of large volumes of records. Track the status and health of sample limit batch jobs, and reprocess records if the batch jobs fail.
Assign Sample Limit Templates to Products: To apply sample limits when new products are assigned to an existing sample limit template or when a product’s sample limit rules are updated, run the Assign Sample Limit Template to Products job. When you run this job, additional provider sample limit records are created for new products and existing provider sample limit records are updated based on updates to the template.
Set Up Sample Management Features: Enable pharmaceutical companies to efficiently handle and distribute drug samples to healthcare providers. Enhance drug sales and keep healthcare providers informed about the safe and effective use of products, leading to quicker treatments. Track and manage sales representative inventories of samples, ensuring compliance with regulations, and maintaining accurate records of distribution. Effective sample management is crucial for supporting healthcare providers and low-income patients, and ensuring ethical practices and regulatory compliance.
Profile and Page Layout Best Practices for Life Sciences: Agentforce Life Sciences provides standard security profiles such as the Salesforce admin and the Standard User profiles as a template to customize security profiles for your organization.
Select End User Languages for Your Life Sciences Cloud Org: Select and turn on languages for your users that use the Language Settings and Translation Languages pages in Setup. While end-user languages appear within your Salesforce org, Salesforce Help and Setup pages aren't translated into these languages.
Set Up Patient Support Programs Analytics: To access dashboards and analytics for all patient support programs in Life Sciences Cloud, set up Patient Support Programs Analytics.
Set Up Clinical Engagement Basics: Before you set up specific clinical engagement features in Agentforce Life Sciences, perform basic setup tasks such as enabling person accounts and installing OmniStudio.
Set Up Clinical Engagement: Set up Clinical Engagement for Life Sciences by implementing features such as Participant Management and Site Management.
Set Up Customer Engagement: To set up Customer Engagement for Life Sciences, install the Life Sciences Cloud for Customer Engagement managed package in your org, set up the Life Sciences Cloud mobile app, and configure Customer Engagement features for use on web and mobile platforms. We've grouped features in alphabetical order within feature groups such as Account Management, Engagement Planning, and Engagement Execution.
Set Up MedTech Commercial Engagement: If relevant to your organization's business needs, set up MedTech Commercial features such as sales agreements, account manager targets, and forecast device sales.
Set Up Patient Engagement: Set up Patient Engagement for Life Sciences by implementing features such as Care Programs, Financial Assistance Programs, Patient Program Outcome Management, and Pharmacy Benefits Verification.
Set Up a Field Rep’s First Visit with AI Skills: Configure a new Life Sciences org for field sales representatives through a guided conversation with an AI coding assistant, such as Claude Code or Agentforce Vibes, and Salesforce CLI. When you ask the assistant to set up Life Sciences, the Customer Engagement set up skill validates prerequisites, deploys the starter configuration, creates a three-level territory hierarchy, assigns the representative and admin to the territory, provisions a field sales representative, creates test visit data, and summarizes the results.
Create a Research Study: Speed up site selection by creating research studies using a flow, instead of updating multiple object records separately. Save time and reduce the risk of errors, making sure that your studies are set up and running smoothly.
Site Selection Console App: Study managers at life sciences organizations and contract research organizations often struggle with the site selection and activation process and the daily tasks because of the use of multiple, disconnected tools. Use the Site Selection console app to simplify these tasks by consolidating key metrics and activities into a single platform. Improve organization and efficiency, enhancing the overall site selection process.
Generate Site Feasibility Assessments: Site feasibility assessments give you a clear idea about the sites and the investigators working at the sites. Assessments bring you the data about a site that you want to consider for conducting your research studies.
Review Assessment Details and Responses: Use the assessment dashboard to view the site assessment details and review the responses. View the total number of invitations, responses, and the minimum and maximum scores for an assessment.
Send Assessments to Sites: After you identify a site for conducting a research study, send a feasibility assessment to the site. The investigators at the site can respond to the questions in the feasibility assessments.
Update a Research Study: Ensure precise site selection by revising key details of the research study such as the name and title to better reflect the current focus, adjusting the dates to match the current timeline, and refining the inclusion and exclusion criteria. Select a new pre-eligibility questionnaire to effectively screen potential participants.
Optimize the Site Selection Process by Using Agentforce: Use Agentforce to complete the essential site selection tasks from searching sites and investigators through sending feasibility assessments to the sites and investigators. Reduce manual interventions to update various objects and hopping between screens by using the Agentforce capabilities for site management.
Using Site Management: Use Site Management to identify the suitable sites for conducting an efficient clinical research study for your products.
Supported Languages in Life Sciences Cloud for Customer Engagement: Life Sciences Cloud for Customer Engagement is localized in over 30 languages that are either fully supported or provide end-user support. For fully supported languages, Life Sciences Cloud features and user interface (UI) text appear in the selected language. End-user languages allow individual users to select a language other than their company’s default language for end-user facing UI.
Supported Platform Features and Components in Agentforce Life Sciences: Learn which automation features the Agentforce Life Sciences desktop (Lightning web) experience supports and which automation features the Life Sciences Cloud mobile app supports. Also, learn which Salesforce Platform features, Lightning templates, and standard Lightning page components the Life Sciences Cloud mobile app supports.
Surveys: Design and distribute structured questionnaires to gather feedback from healthcare professionals. Use the collected data to analyze behavioral trends, monitor patient-related outcomes, and strengthen provider relationships.
Collect Feedback from Your Customers: Capture insights from your interactions with healthcare professionals (HCPs) to support business decisions. Review the summary questions before your visit so you can prepare and focus on the topics most relevant to the HCP, helping you collect accurate and meaningful responses.
Mobile App Configuration for Surveys: Define the database schema for supported Surveys objects in the Life Sciences for Customer Engagement mobile app. Generate a metadata cache to package the database schema configuration into a downloadable metadata cache that the mobile app can use for offline access.
How Surveys Work in Life Sciences Cloud: Use surveys to collect feedback from healthcare professionals. Generate invitations and determine who can participate.
Refresh Survey Sharing Data: Recalculate the survey sharing logic and generate survey invitation share records for a specified territory. Run this batch job to make sure that the right users have access when territory alignments change.
Survey Response Limits: Review the platform limits and capabilities for survey responses.
Retaking a Survey: Understand how retaking the same version of a survey creates new survey invitation and survey subject records.
Survey Capture Entry Points: Set up survey entry points based on how users interact with accounts, visits, or other records. With entry points, users can start a survey without leaving their current task.
Synchronizing Offline Responses: Understand how offline survey responses submitted from a mobile device synchronize with core Salesforce objects.
Update an Existing Survey: After you activate a survey, you can’t edit it. Instead, to modify a survey, create a version.
Synchronization Management: Define device synchronization settings between the Life Sciences Cloud mobile app and your Salesforce org to support data management and control. Help your mobile app users keep their data current so they can make well-informed decisions.
Configure Mobile Sync Settings: Set the mobile sync settings at the org default or user profile level to determine the record synchronization details.
Configure Sync Processor Settings: Define comprehensive guidelines for managing records throughout their lifecycle. Descriptive record handling rules help to ensure regulatory compliance and are crucial for data integrity, efficient information management, and risk mitigation.
Life Sciences Cloud Mobile App Sync Best Practices: Optimize sync performance and secure data in the Life Sciences Cloud mobile app. Configure DbSchema settings to control what data downloads to mobile devices, set appropriate sharing settings, and monitor sync transactions daily.
Clone and Activate the Sync Processor Scheduler Flow: To automate data synchronization from the Life Sciences Cloud mobile app to your Salesforce org, clone and activate the Sync Processor Scheduler flow. This flow automates the scheduling of the Sync Processor batch management job. The Scheduler flow runs daily at 1:00 AM UTC, processing Device Sync Transaction records from the past 60 days.
Sync Transactions Manually on a Mobile Device: Connect to Salesforce from the Life Sciences Cloud mobile app by using Wi-Fi or cellular data to create, update, and delete records. Background synchronization is indicated by an animated App Settings icon.
Manage Sync Transactions: View completed synchronization records and manually update or retry synchronization transactions in the Synchronization Admin Console.
Configure Profiles for Life Sciences Cloud: Your org includes several standard profiles where you can edit a limited number of settings. You can assign these standard Salesforce profiles to your Life Sciences Cloud users. If you need a custom profile to extend visibility and provide access to certain objects, clone a standard profile and edit it to meet your organization’s needs. You can also adjust users’ profiles to determine their access to fields.
Embed Tableau Next Dashboards on a Lightning Page: Add the Tableau Next Dashboard component to a Lightning record page or home page so field users can view and interact with dashboards in the Life Sciences Cloud mobile app.
Embed Tableau Next Metrics on a Lightning Page: Add the Tableau Next Metric component to a Lightning record page or home page so field users can view key metrics in the Life Sciences Cloud mobile app.
Embed Tableau Next Visualizations on a Lightning Page: Add the Tableau Next Visualization component to a Lightning record page or home page so field users can view charts and visualizations in the Life Sciences Cloud mobile app.
Embed Tableau Next in the Life Sciences Cloud Mobile App: The Life Sciences Cloud mobile app includes a dedicated tab for showing a list of the metrics that a user follows. Use the Tableau Next web app to design, create, and share metrics with users, which the users can then follow.
Territory Management Batch Jobs: Territory Management relies on automated batch jobs to handle large-scale data processing. The batch jobs align accounts to specific territories, either through explicit mappings loaded from external systems, or based on geographical representations such as zip/postal codes or bricks.
Run Territory Management Jobs: Automate the processing of large record volumes by running the Align Account to Territory, Align Zip to Territory, and Align Brick to Territory batch Apex jobs from the Admin Console. You can track their status and terminate them from setup as needed.
Configure Sales Planning Data and Segments: Add CRM Analytics dataset to Salesforce Sales Planning to enable territory and segment planning. Configure required record key definitions, map visible fields, and apply segment filters using direct operators like Equals and Contains.
Get Your Org Ready for Territory Planning: Before you set up Territory Planning, make sure that you have the required licenses, permissions, Salesforce features, and planning data.
How Territory Planning Assignments Work: Territory assignments move through a sequence of data preparation, planning, critiera evaluation, and record creation. Understanding the sequence helps you design rules and diagnose unexpected assignments.
Territory Planning: Territory Planning in Agentforce Life Sciences applies Sales Planning segments and Territory Planning rules to account and related healthcare data. It creates account and user to territory associations in Enterprise Territory Management so that territory assignments reflect your commercial planning criteria and goals.
Set Up Territory Planning for Agentforce Life Sciences: Set up Territory Planning in sequence so that each configuration step has the required data and records. The process prepares Salesforce, generates planning data, defines segmentation and assignment rules, schedules processing, and verifies the output.
Territory Product Quantity Allocations: With territory product quantity allocations, you can control which products are available in each territory as part of your company’s business strategy. Assign sample quantities to sales territories for a specified period. Sales reps can only distribute or request approved samples that are allocated to their assigned territories.
When to Use Territory Product Quantity Allocations and Sample Limits: Both territory product quantity allocations and sample limits can help you manage sample product distribution to healthcare professionals (HCPs). Understand the difference between these options and when to use them.
Set Up Territory Product Quantity Allocations: Allocate sample products to a specific territory over a specified period. Use this feature to control the products that sales reps can access for sampling to healthcare professionals (HCPs).
Configure Time Off Territory Rules: Control how Time Off Territory (TOT) events interact with other activities. These rules determine whether TOT events can be created alongside other activities, helping prevent scheduling conflicts and ensuring alignment with organizational policies. You can also configure the TOT rules for custom downtime categories.
Configure Time Input Modes and Time Slots: Define how your users log time for Time Off Territory events. You can standardize intervals such as Morning or Full Day to simplify multi-day entries. Based on your configuration, users log their time off using predefined slots, specific date and time ranges, or a hybrid mode.
Configure Working Days Calculation for Activity Plans: Define how working days are calculated for activity plans based on business hours, holidays, and Time Off Territory (TOT) events. These org-level settings define how TOT types are used for the working days calculation and ensure that they are included in the batch job used for recalculating working days.
Get Your Org Ready for Time Off Territory: Before using Time Off Territory, configure the necessary validation settings, downtime categories and business hours. These prerequisites ensure time-off entries align with your working hours, prevent scheduling conflicts, and maintain a consistent scheduling experience.
Time Off Territory: Manage and govern how your users log their time away from their assigned territories. Configure time input modes and overlapping rules to ensure time-off entries align with business policies and prevent conflicts with planned activities.
Sign Up for a Life Sciences Trial Org: Sign up for a trial to get hands on with Clinical and Patient Engagement features in a Life Sciences Cloud org. The trial org doesn't include Life Sciences for Customer Engagement features.
Trigger Handler Administration: View and activate trigger handlers in the Life Sciences Customer Engagement Admin Console.
Manage Trigger Handlers: View all Life Sciences Customer Engagement trigger handlers in one place, and turn them on or off.
Trigger Handlers by Object: Review the names, descriptions, and trigger conditions of the trigger handlers associated with each object.
Use Life Sciences Cloud for Customer Engagement Features: Perform Life Sciences Cloud for Customer Engagement tasks such as managing HCO and HCP accounts, planning and executing engagements with your customers, managing key accounts, and managing samples.
Visit Management: Use Visit Management to plan, execute, and record visit details while meeting compliance requirements. Your users can seamlessly share content, distribute samples, and capture signatures across both mobile app and desktop site.
Activate Trigger Handlers: Activate the trigger handlers that ensure data integrity, locking, and synchronization for Life Sciences Customer Engagement on the desktop site.
Add Actions with Dynamic Actions: Use Dynamic Actions to add actions to the Visit record page so users see only the actions that are relevant to the current visit status and device.
Add Actions with Page Layouts: Use page layouts to add actions to the visit record page when Dynamic Actions aren't turned on.
Add Attendees to Group Visits: Configure the attendees feature so field users can record group interactions by adding multiple healthcare professionals to a single visit.
Add Internal Users as Visitors: Configure the visitors feature so that field reps can record internal colleagues who participate in visits and automatically share visit data with them.
Configure the Visit Management Admin Console: To configure what information fields users can see and how they can interact with and manage visit records, use the Admin Console.
Capture Medical Inquiries: Configure medical inquiries so field reps can capture and submit unsolicited, off-label questions or requests for medical information during a visit.
Capture Next Visit Objectives: Configure next visit objectives so field reps can record goals for future interactions. Add the required section and fields to the page layout.
Capture Product Detailing: Configure product detailing so field reps can record products, messages, and reactions during visits. Set up related lists, admin settings, and trigger handlers.
Capture Product Discussions: Configure product discussions to capture qualitative insights during visits. Set up custom fields, related lists, and discussion rules for field reps.
Configure Assessment Tasks for Key Account Managers: Configure assessment tasks so key account managers (KAMs) can track and update strategic initiatives linked to action plans from the visit record page.
Configure Collaboration Features: Manage group visits with multiple healthcare professionals, record attending colleagues, and share visit data across your team to collaborate effectively.
Configure Compliance Features: Configure compliance statements, validation rules, electronic signatures, and audit snapshots to ensure that visits meet regulatory and company standards.
Configure Compliance Statements: Create compliance statements and agreements to make sure that field reps follow regulatory standards and company policies during healthcare professional interactions.
Configure DEA License Validation: Configure Drug Enforcement Administration (DEA) license validation to verify that healthcare professionals can compliantly receive controlled substances.
Configure Direct to Practitioner: Configure Direct to Practitioner (DTP) so field reps can capture sample requests for shipping to a healthcare professional's verified address.
Configure Visit Expenses: Configure visit expenses so field reps can record and allocate costs, such as meals or travel, from the visit record page.
Configure HCP State License Validation: Configure state license validation to verify that healthcare professionals (HCP) have a valid license to receive samples in a specific state.
Configure How Visits Are Started: Configure where users can initiate visits, such as from the Account Profile, Homepage, or Search results, to fit your business workflow.
Configure Actionable List View: Configure Actionable List View, also known as Quick Visit, so that field reps can perform routine tasks from a list view. Streamline mobile workflows with card-based lists and embedded quick actions to perform tasks.
Configure Mobile Sync Settings: Improve mobile app performance and reduce data usage with a more efficient synchronization model. Turn on periodic background synchronization during idle times so that field reps have the most current data is always available to field reps.
Configure Post-Visit Features: Configure post-visit features so field reps can record expenses, update account ratings, and manage assessment tasks from the Visit record page.
Configure Ratings: Configure visit ratings so field users can view and update account ratings directly from the visit record.
Configure the Visit Record Page: Field reps use the Visit record page to review visit data and manage related activities. Activities include adding visitors, recording expenses, completing assessment tasks, and updating ratings.
Configure HCP Sample Limits Validation: Enforce regulatory or company limits on the number of samples a healthcare professional can receive within a specific time period.
Configure Signature Capture: Customize the layout, disclaimers, and branding of the signature capture page to ensure compliance when capturing electronic signatures from healthcare professionals. Ensure audit readiness by capturing an image of the entire signature page when it's signed-off.
Configure State Distributor License Validation: Configure SDL validation to verify that healthcare professionals can receive samples categorized as dangerous drugs, such as Terminal Distributor of Dangerous Drugs (TDDD).
Configure Validations: Enforce business rules and regulatory requirements for visit scheduling, business hours, and data quality during visit signing or submission.
Configure Visit Planning and Execution Features: Capture visit interactions, share intelligent content, and record medical inquiries or survey responses to document field activities. Use these visit management features to streamline data entry and plan future objectives.
Set Up Voice-Based Visit Logging: Set up Visit Agent for field reps to record healthcare provider (HCP) engagement details by voice in the Life Sciences Cloud mobile app. Visit Agent uses on-device speech-to-text to populate visit records offline.
Configure Sample Disbursement: Configure sample disbursement so field reps can record physical samples provided to health care professionals during visits.
Configure Dependent Picklists for Visits: Filter the picklist values that field users see during visits based on a controlling field value. Configure standard field dependencies so that dependent picklist fields show only relevant options when users select a controlling field value. Users see fewer irrelevant options and can log information more efficiently.
Configure Visit Information Fields: Customize what's shown in the Visit Information section at the top of a page by adding fields from the Visit and Provider Visit objects.
Configure Quick and Custom Actions: Understanding the available actions for the Visit record page helps you set up the right configuration for your visit management workflow.
Configure Visit Record Types: Use record types to categorize visits. For example, to differentiate between in-person and remote visits.
Configure the Sidebar Menu: The sidebar helps your field users to navigate visit activities, such as Samples and Discussions. Sidebar menu items correspond to related lists on the Visit object.
Configure the Visit Engagement Page: The Visit Engagement page is the primary workspace for field users during a visit with their customers. It includes a configurable sidebar for navigation and a main form for data entry.
Configure Visit Settings: To customize the visit user experience at the org, user profile, or individual user level, configure the visit settings in the Admin Console.
Create a GoTo Action: Create a GoTo action to navigate from the Visit record page or list view to a specific section of Visit Engagement.
Data Model and Architecture: Visit Management uses multiple objects to support industry-specific requirements while maintaining compatibility with the standard Salesforce data model.
Define Custom and Special Actions: Configure the unlock action so specific profiles can unlock submitted visits from the desktop site.
Enable New Visits on an Account Page: Add the New Visit action to the Account page layout so that users can create visits directly from a Healthcare Professional (HCP) or Healthcare Organization (HCO) profile page.
Enable Visit Sharing: Turn on visit sharing so that field reps can view previous interactions other reps have had with accounts in their territories.
Get Your Org Ready for Visit Management: Before you get started with visits in Life Sciences Cloud for Customer Engagement, complete a few tasks to prepare your org for visit management features. These include ensuring your Life Sciences org meets the prerequisites and has the necessary permissions, page layouts, and core settings configured.
GoTo Actions: GoTo actions take users from the Visit record page or list view to a specific section of Visit Engagement to complete tasks without scrolling.
HCP License Validation: Ensure healthcare professionals (HCPs) have valid licenses before they receive hand-carried samples or request shipments.
Hide GoTo Actions: Visibility filters for GoTo actions prevent them from appearing in the wrong context, such as on completed visits or the desktop site, keeping the action wheel relevant to active mobile visits.
Hide GoTo Actions on the Desktop Site: Add a visibility filter to prevent GoTo actions from appearing on the desktop site so the actions are available only in the mobile app where they are supported.
Visit Engagement iPad Layout Considerations: The Visit Engagement page on iPad uses a hybrid architecture where app code controls some sections and Salesforce metadata controls others. Knowing what you can configure helps you plan changes and set accurate expectations with your field users.
User Locale and Visit Engagement Fields: Your users' locale settings affect which fields appear on the Visit Engagement page. This visibility is independent of page layouts, field-level security, and related-list configurations.
Manage Visits from Service Console: Enable teams to manage visit records in subtabs within the Service Console on the desktop site. Maintain context across accounts and cases so field reps can multitask efficiently.
Recommendations: The Recommendations sidebar menu suggests the Next Best Messages or Content for specific Healthcare Professionals (HCPs).
Respond to Surveys: Configure surveys so field reps can launch and complete them during visits.
Configure Sample Distribution and Compliance Validations: Enable field reps to distribute physical samples (Sample Drop) and initiate shipment requests (Direct to Practitioner) in a compliant manner. Configure automated checks for inventory levels, territory allocations, and individual Healthcare Professional (HCP) limits.
Schedule Visit Jobs: Schedule a job to make sure the territory information in the Next Visit and Last Visit fields of account profiles is always current.
Set Up Tabs and Components: Configure the Visit page layout by organizing custom components into specific tabs, separating details from activities. This setup manages multi-object record views, related activities, surveys, expenses, and ratings.
Share Intelligent Content: Set up Intelligent Content so field reps can open presentations and track metrics during visits.
Visit Your Customers: Plan and schedule visits by using the planner tool, which includes a calendar-based view of activities, various event types, and account targeting based on best contact times. Create visits, plan routes, and manage events efficiently, taking advantage of shared calendars. During visits, use the Visit Engagement page for recommendations, presentations, product discussions, samples, attendee management, and inquiry input.
Log Visits with Visit Agent: Use Visit Agent in the Life Sciences Cloud mobile app to record your healthcare provider (HCP) engagement using voice. On-device transcription fills in the visit record with products discussed, product messages, HCP reactions, presentations, and visit time, even offline.
How Visit Agent Works: Visit Agent uses on-device speech-to-text transcription to capture healthcare provider (HCP) engagement details and auto-populate visit records. No internet connection required. Before deploying Visit Agent for your field reps, review how data processing, territory priming, privacy handling, and group visit limitations work.
Visit Locking and Unlocking: Visit locking prevents changes to submitted and signed visits and their related records so that audit data remains accurate. Visits and related records lock differently when a field user captures a signature and when a field user submits a visit. Understanding how locking works helps you determine the fields and records that users can update when they unlock visits.
Visit Snapshot: Visit snapshots, or denormalization, preserve the exact state of account, license, and product data at the moment a visit is finalized for compliance and auditing.
Merge Variables for Life Sciences Workflow Actions: The Life Sciences Update Record and Platform Event workflow actions support merge variables. Merge variables can set default values for target object fields and platform event parameters with data from the record on which a workflow path runs. Select the merge variable that matches the action configuration and the data that you want to use.
Configure Life Sciences Workflow Actions: Before you configure a workflow path, create the actions that users can perform on an object. When you define the workflow path, you can assign these actions at each stage in the workflow.
Configure Life Sciences Workflow Paths: Create workflow paths for each object and record type to meet your business needs. At each stage of the record’s lifecycle, define user permissions and the actions that users can take.
Add Custom Scripts for Life Sciences: Custom scripts help you make sure that Life Sciences records meet your business rules. Each time a user performs an action that's part of a Life Sciences workflow, validation scripts run to prevent incorrect actions or alert users about errors. Checklist scripts show an info icon on Update Record actions so that users can see the next steps to take in the workflow. Visit action validation scripts validate business rules when a user saves, signs, or submits a visit.
Manage Life Sciences Workflows: To streamline your business processes, create tailored Life Sciences Customer Engagement workflows.
Workflows for Life Sciences: Life Sciences Customer Engagement workflows automate your business processes and guide users through their tasks with clear steps. Configure the permissions and actions for each step of the workflow based on the users' context and role. Implement custom validations to make sure that users follow business processes, and provide checklists to help users understand how to use the workflow. These workflows are supported both online and offline in the Life Sciences Cloud mobile app.
Prepare to Configure a Life Sciences Workflow: Life Sciences Customer Engagement workflows are a highly customizable way to streamline work for your field teams. To make sure your workflows function as expected, review these planning steps to avoid gathering information or make decisions during setup.
Understand Life Sciences Workflows: Life Sciences Customer Engagement workflows outline the journey of an object through various stages and help you manage different statuses, actions, and record permissions. Get familiar with these terms, and understand how each part supports the overall workflow configuration.
Life Sciences Workflow Features: Life Sciences workflows guide you through your daily tasks, keeping you focused and on track. When configured, you get a step-by-step view of activities and stages directly on the record detail page. Checklists help you understand your next steps, and validations make sure changes are accurate.
Make the Verify Customer Identity Base V2 Flow Available to Users: To enable users to use the Verify Customer Identity Base V2 flow, create an Engagement Interaction, Messaging Session, or Voice Call Lightning record page, and then add the flow to that page. Or, add the flow to the utility bar of your Lightning app.
Make the Verify Customer Identity V2 Flow Available to Users: To enable users to use the Verify Customer Identity V2 flow, create an Engagement Interaction Lightning record page and then add the flow to the Engagement Interaction Lightning record page.
Manage Appointments with Intelligent Appointment Management: Schedule and manage appointments with Health Cloud’s Intelligent Appointment Management console. Depending on your org's configuration, you can schedule a single resource appointment with a single provider or asset, and a multi-resource appointment with two providers or a provider and an asset. You can also schedule recurring appointments for ongoing care and multi-step appointments for an appointment series.
Manage Connection: View the details of a saved connection, edit a connection to change the authentication settings required to connect to an external system, or delete a connection.
Manage the Care Team: Patients or members with an invested team of professional and personal caretakers are more likely to manage their conditions successfully. Each member plays an important role in maintaining the health and ensuring the progress of the patient.
Mapping Requirements for Tables in Intelligent Document Reader: When you use tables in Intelligent Document Reader, make sure that each table’s headers correspond accurately to the relevant object fields in Salesforce. This mapping ensures easy integration and accurate data extraction from documents.
Matches Operator in Decision Tables: Use the Matches operator to retrieve an output if the query value is an exact match or a subset of the decision table row value. The Matches operator is case-sensitive and applies only to input fields in the decision table.
Integrate with MuleSoft Direct for Media Cloud: MuleSoft Direct for Media Cloud offers integration applications and connections for the Advertising Technology ecosystem. For example, you can use MuleSoft Direct for Media Cloud to integrate your external ad server with Advertising Sales Management.
Advertising Inventory Management: The Advertising Inventory Management feature streamlines advertising sales by providing a centralized calendar view, enabling teams to manage inventory with precision. It allows account executives to pitch, reserve, and cancel inventory slots with confidence, and suggest options to clients before finalizing orders. Inventory managers can also automate the release of unused slots, integrate with external systems, and standardize booking procedures using customizable templates. By optimizing these processes, businesses can reduce inefficiencies, improve productivity, and drive revenue growth.
About the Advertising Inventory Calendar: The advertising inventory calendar is a powerful tool designed to streamline the management of advertising slots, offering a centralized and intuitive calendar view. It enables account executives to easily pitch, reserve, and release inventory slots, ensuring they can confidently suggest the best options to clients before finalizing orders. Inventory managers benefit from automated processes, such as the release of unused slots, which helps in maximizing the utilization of available inventory. The calendar also supports seamless integration with external systems and allows for the standardization of booking procedures through customizable templates.
Add Multiple Slots to a Media Plan: Media planners can save time by selecting multiple slots in the Advertising Inventory Calendar and adding their line items in one operation.
Add a Slot to Media Plan: Add available inventory products, such as digital banners, in-store placements, and print ads, to the media plan or basket for media plan creation. This ensures a comprehensive and diverse media strategy, optimizing reach and engagement across multiple channels.
How Colors Work in the Advertising Inventory Calendar Cells: Each cell in the advertising inventory calendar uses color to show how much you've booked a slot's inventory. Media planners can see at a glance whether inventory is available to sell, filling up, or fully committed without opening the cell.
Extend a Slot Reservation: Extend the slot allocation on the advertising inventory calendar by updating the end date and ensuring the new reservation period aligns with the campaign's needs. This provides additional time for the campaign to reach its target audience and maximize its impact.
Launch the Advertising Inventory Calendar: Launch the Advertising Inventory Calendar to gain a comprehensive view of available slots, manage your advertising schedule, and optimize your campaign planning with ease.
Pitch a Slot on Advertising Inventory Calendar: Pitch a specific inventory slot for an opportunity, with the details of the quantity and offer price, and update the calendar objects with the necessary details.
Release a Slot on Advertising Inventory Calendar: Release an inventory slot to make it available for other opportunities. Boost flexibility in your inventory management, aligning better with current demand. Maximize the utilization of your inventory slots to increase overall efficiency and revenue.
Set a Default Advertising Inventory Calendar Template for Each User: Save time and improve workflow efficiency by customizing your default view for the advertising inventory calendar. Set your preferred template, such as Digital or Print, so that it loads automatically every time you open the calendar.
View Slot Details on Advertising Inventory Calendar: View and manage slot details, including account and booking status, and sort by demand type such as pitched, booked, and released. Hide details to show only account name and status, and use the section to release, extend reservations, or add to a media plan.
Configure Automatic Release of Inventory Slots: Set a configuration to automatically release reserved inventory slots, which are in On Hold status, after a defined period. This process makes the slots available for other opportunities. After the slots are released, your users get a notification.
Configure Bulk Addition of Inventory Slots to Media Plans: Bulk add extends the Advertising Inventory Calendar so that planners can select multiple rows and cells. The feature uses the Advertising Inventory: Add Bulk Slots to Media Plan flow to validate the selected inventory and submit the line items for asynchronous processing.
Configure Filters on Advertising Inventory Calendar: Use filters to narrow down inventory data. Create the filter conditions with the Ad Availability View Configurations object, and assign different configurations to each template. For example, set a filter for location on an In-Store template, or for Ad Space Specification on a Digital one. Select the inventory slots you want to view on the grid using a persistent date range filter. View a default range from the current date to 90 days out.
Configure an Advertising Inventory Calendar: Set up an advertising inventory calendar to ensure it's both efficient and accurate. This involves configuring the features in the JSON to establish a reliable system.
Configure Release Notifications: Configure scheduled Apex jobs to create alerts for inventory slots nearing their expiration and to get notifications after those slots are automatically released.
Flows for Advertising Inventory Management: Advertising Inventory Management includes preconfigured flows for pitching, reserving, releasing inventory slots, and adding slots to existing media plans. These flows automate the creation and updating of inventory records. Admins must activate these flows and can customize or extend them to meet the company's specific business needs.
Learn About Advertising Inventory Management: To get the most out of Advertising Inventory Management, understand its core components: roles, workflow, and data structure. Familiarizing yourself with these elements will streamline implementation and management.
Inventory Slot Data Points and Customizations: The system uses specific data points to optimize pitches and reservations. The data points helps to meticulously assess campaign needs during proposal negotiations, and ensures that inventory can be tailored to meet a client's specific needs. You can also customize inventory slots by mapping them to ad space capacity fields, and add labels per your requirements. This customization allows you to tailor the inventory system to track and manage different types of ad space allocation, such as booked, reserved, and pitched slots.
Advertising Inventory Management Workflow: Users with various roles and associations within a media organization use the advertising inventory calendar to manage and oversee the scheduling and availability of slots. The inventory calendar enables different team members to efficiently coordinate, update, and monitor the allocation of advertising space, ensuring smooth planning and execution of media campaigns.
Set Up and Configure Advertising Inventory Management: Set up the features that enable account executives and inventory managers and admins use the inventory management system to manage the advertising inventory.
Set Field-Level Security for Profiles (Managed Package): Configure the field-level security on the Ad Space, Ad Space Capacity, and the Ad Space Capacity Allocation objects for user profiles on managed packages. For the platform users, this configuration is done automatically.
Work with Advertising Inventory Management: Use the advertising inventory calendar to manage your slots efficiently. The unified calendar view provides accurate, real-time visibility into the inventory, enabling account executives and sales teams to pitch, reserve, release, and cancel slots, or add a slot to a media plan with ease.
Advertising Sales Management on Salesforce Platform: Advertising Sales Management, built on the Salesforce Platform, let's publishing companies maximize their advertisement sales revenue by unifying their ad sales operations. Media planners and sales reps can easily plan, execute, and measure their media campaigns with prebuilt capabilities that are tailored to drive operational efficiencies and accelerate sales cycles.
Update Summary Record for Ad Availability View Configuration: Update the Summary Metadata record, which was set as Media Grid Row Actions during the media cloud setup, to the correct label name and configuration type. This allows users to customize the summary component.
Update Media Plan Line Items in Bulk: To streamline your workflow, update multiple line items simultaneously by using bulk actions in the media planning grid. Apply new values to common fields or configure complex targeting across multiple categories.
Bulk Updates of Line Items: The bulk updates feature significantly enhances the efficiency of the media planning process. It helps users perform mass updates directly within the Media Planning Grid. To save time and reduce errors when managing media plans with multiple placements, configure line items in bulk rather than individually. This feature eliminates individual line item configuration, saving you time and reducing errors when managing media plans with multiple placements.
Bulk Updates Validation Rules: To protect your data integrity, Salesforce validates your bulk edits. If a line item update fails a validation rule, the system ignores the edit, shows an error message on the Media Planning Grid. The system also creates an ad operation job run outcome record with the error details.
Configure a Procedure Plan for Media Plan Pricing: To apply custom pricing logic and automate record updates in Media Cloud, create a procedure plan. Incorporate Pre-Apex and Post-Apex hooks alongside your core pricing procedures to apply targeted discounts and fees smoothly. Use this automated workflow to eliminate manual data entry and ensure accurate, consistent pricing execution across your media plans.
Media Proposal and Plan Customizations with Ad Availability View Configuration: The Media Plan and Proposal Configuration setting adds a list of Ad Availability View Configuration records in Salesforce. Ad Availability View Configuration records drive the configuration of the different pages, components, tabs, modals, and buttons that media planners and sales reps interact with when configuring media plans and media proposals. Admins can edit the records to decide what media planners and sales reps can interact with. Or, admins can create records based on what they want media planners and sales reps to view or engage with based on the company's requirements.
Create Ad Availability View Configuration Records for Media Plan Amendments: After a media planner or sales rep activates an advertisement campaign order, an ad operations specialist can initiate an amendment from the order record page. Salesforce then creates an amended media plan that includes the information from the standard line item fields in the original media plan. If ad quote lines and their child records are included in the context definition, they're copied from the original media plan to the new media plan. To set the original quote and order to the Amended status, admins create an Ad Availability View Configuration record. To copy custom quote line item fields from the original media plan to the amended one, can create another such record.
Create Ad Availability View Configuration Record for Pricing Model: Advertising Sales Management supports two ad product pricing models by default: CPM and CPC. To ensure that media planners and sales reps can select between the two pricing models for the ad placements in their media plans, admins must add a Ad Availability View Configuration record for the two pricing models.
How Ad Availability View Configuration Records Work: Each Ad Availability View Configuration record consists of a few critical field values that dictate how each record drives the configuration of pages, tabs, modals, and buttons that media planners and sales reps interact with while working on media proposals and media plans.
Media Plan Customizations with Ad Availability View Configuration: Media planners and sales reps create media plans to manage the complete quoting process for media campaigns of advertisers. Admins can customize various media plan aspects to tailor media plans based on the company's unique quoting process requirements.
Proposal Builder Customizations with Ad Availability View Configuration: Media planners and sales reps use the Proposal Builder to create media proposals that respond to request for proposals (RFPs). Admins can customize the Proposal Builder components to ensure that media planners and sales reps have access to information and quick actions that are most relevant to them when they work on media proposals
Default Ad Availability View Configuration Records: Review the list of Ad Availability View Configuration records that are provided with Advertising Sales Management and understand what each record does and how the records can be customized.
Organize Your Media Properties and Product Portfolio in Advertising Sales Management: Manage all the media properties where you serve advertisements, the spaces in the media properties, and the creative dimensions in which ads are served. Control your ad product and services portfolio, including attributes, pricing models, and targeting criteria.
Configure Ad Product and Service Prices: Add your company's ad product pricing model and create a price book for your complete product portfolio. After you've decided on the pricing of your ad products and services, you can configure attribute-based discounts.
Ad Product and Service Pricing Strategy: Each publisher has a unique way of pricing their ad product portfolio and service offerings. Salesforce Pricing helps publishers create a robust pricing strategy for their products. Before you add your company's product prices in Salesforce, understand how you can model your pricing requirements with Salesforce Pricing.
Ad Products and Services in Advertising Sales Management: Familiarize yourself with how ad products of your company are represented in Salesforce and how you can create records to manage products and their pricing in Salesforce.
Create Reusable Ad Product and Service Templates: Create product classifications to design reusable ad product and service templates. These templates include a set of attributes that are inherited by the ad products and services created from them.
Create Ad Products and Services: A publisher's ad products and services, which they offer advertisers and agencies are represented as products in Salesforce. For example, an ad product such as skyscraper and services such as production management are both represented as simple products. For bouquet offerings that consist of multiple as products such as a video offering that consist of pre-roll and post-roll are represented as product bundles.
Create Attributes for Ad Products and Services: Add the attributes that help uniquely identify the various variants of the same ad product. For example, a pre-roll video can have an attribute that distinguishes pre-roll videos that can be skipped. Another attribute for skyscrapers can indicate whether the skyscraper can be collapsed by viewers. Attributes also help decide the price of ad products in media plans.
Create Catalogs and Categories for Ad Products and Services: Add distinctive catalogs and categories for your complete product portfolio, including ad products and services. Group your products offerings to ensure that media planners and sales reps are able to easily identify products while adding them to media proposals and media plans.
How Ad Products and Services are Represented in Advertising Sales Management: Publishers can leverage power of Product Catalog Management to manage their complete ad product portfolio and service offerings in Salesforce. Ad sales admin can classify the publisher's offerings using catalogs and categories. They can also create product bundles and configure attributes that are shared by multiple ad products and services.
Design Attribute Rules for Ad Products and Services with Standard Configurator: Add product configuration rules that automatically decide which attributes and attribute values are eligible for ad products and services. You can design attribute rules in the Standard Configurator for simple products, bundled products, and product classifications. When a media planner and sales reps configure attributes for ad placements in media plans, the attribute rules automatically display only the revelant attributes and attribute values.
Match Ad Spaces with Eligible Ad Products: After you add your company’s complete ad product portfolio in Salesforce, match the ad products with the ad spaces where the ad products can be run on your media properties.
Ad Product and Service Portfolio Strategy: Each publisher has a unique way of designing their ad product portfolio. Product Catalog Management helps publishers design their ad product portfolio based on their business needs. Before you add your company's ad product portfolio in Salesforce, understand how you can model your company's ad product portfolio with Product Catalog Management.
Media Properties in Advertising Sales Management: Familiarize yourself with how media properties are represented in Advertising Sales Management and how you can create records to manage your company's media properties, ad spaces, and creatives in Salesforce.
Create Media Properties and Ad Attributes: Add the details of your company's digital media properties where you serve advertisements to your customers. Also, add granular details about the spaces where ads are served on your media properties and map the dimensions of the creatives that are served with the ad spaces the creatives belong to.
How Media Properties are Represented in Advertising Sales Management: Publishers can serve advertisements to their customers on media properties in various forms and sizes. Capture key information about the different media properties on which your company serves ads and the various attributes that define the placement and sizing of the ads on the media properties.
Configure Your Audience Targeting Options in Advertising Sales Management: The audience that advertisers and agencies want to target through their advertisement campaigns vastly differ based on their campaign objectives. A publisher must ensure that the audience targeting options that they have for their ad products are robust enough to the meet various advertiser and agency requirements. The ad sales admin can configure a wide variety of targeting options and decide the targeting options that are available for media planners and sales reps to choose from for their media proposals and media plans. Ad sales admins can also create targeting options that are tailored for specific products.
Configure Targeting Options in Advertising Sales Management: The ad sales admin adds the targeting categories, segments, and segment values that media planners and sales reps use to design their targeting criteria for ad placements in media plans and media proposals. The ad sales admin configures targeting options based on the requirements of various advertisers and agencies that the publisher works with.
Make Targeting Options Available for Media Planners and Sales Reps in Ad Sales Management: After the ad sales admin configure all the targeting options that the publisher has, the ad sales admin must only make available the segments and segment values that are relevant for media planners and sales reps to select in their media plans and proposals. The ability to make specific segments available ensures that ad sales admins can remove segments and values that become irrelevant after a period or were only available for a specific purpose. For example, segments related to operating systems can consists of values that are no longer relevant. Or, segments related to holiday shopping trends can be made available during the period when media planners and sales reps work on media proposals or media plans targeted towards the holiday season.
Preset Targeting Values for Products in Ad Sales Management: Out of all the targeting values that an ad sales admin configures, a few values can be specific to a set of ad products or services. Ad sales admins can associate specific targeting values to their related media types, ad products or product classifications, and decide the preset targeting criteria. When a media planner or a sales rep adds an ad product to their media plan, the preset targeting criteria are automatically added for the ad product in the media plan. For example, the ad product for pre-roll videos can be associated with Interest segment values, such as gaming, cooking, or travel.
How to Model Audience Targeting Options in Advertising Sales Management: Familiarize yourself with the ways in which you can configure the various targeting options of your company. Understand how you can organize targeting options to ensure that sales reps and media planners can easily use the targeting options to create their targeting criteria for their media proposals and media plans.
Audience Targeting Strategy: Each publisher has their own nuances when it comes to configuring their targeting options. Before an ad sales admin adds their audience targeting options, they must understand how to model their company's ad targeting options in Salesforce.
Manage Your Ad Servers in Advertising Sales Management: Publishers use external ad servers to automate the process of serving advertisements on its media properties to customers. Key employees in a publisher's ad sales business such as media planner and sales reps have access to the company's external ad server instance.
Create Ad Servers and Ad Server Users: Specify the details of the external ad servers that your company uses to serve ads to your customers across your media properties. Associate users of your Salesforce instance such as media planners and sales reps with the ad servers that they have access to.
How Ad Server Information is Represented in Advertising Sales Management: Familiarize yourself with how your company's instance of an external ad server, such as Google Ad Manager, FreeWheel, or Triton, is represented in Advertising Sales Management, and how to map employees who have access to the ad server.
Considerations for Working with Advertising Sales Management on Salesforce Platform: Review the considerations and limits of Advertising Sales Management that you must consider during implementation. Advertising Sales Management is powered by Salesforce Platform and Revenue Cloud and the considerations and limits of Salesforce Platform and Revenue Cloud automatically apply to Advertising Sales Management.
Data 360 Target Segment Integration (Beta): Use first-party audience segments from Data 360 when you define targeting for media plan line items in Advertising Sales Management. The integration fetches segment information from Data 360 and stores the values needed for targeting in Advertising Sales Management.
Configure the Audience Segment Category for Data 360 Segments: Identify the target category where the Get Data Cloud Segments for Targeting invocable action inserts and updates Data 360 segment values. By default, the action uses a target category named Audience Segment. Create an override configuration when the category has another name or location, or when your org has multiple Audience Segment categories.
Set Up a Data Cloud One Companion Connection: Before you configure the Data 360 integration for Media Cloud, set up a Data Cloud One companion connection between your Media Cloud org and the Data 360 home org where your data and services reside. This trusted connection gives Media Cloud access to the Data 360 capabilities and data required by the integration. Establishing the connection first ensures that Media Cloud can locate, authorize, and communicate with the correct Data 360 instance.
Show Data 360 Segment Details in the Targeting Window: Add read-only columns for Data 360 segment metadata to an Audience Segment category in the media plan targeting window. For example, display audience size and the Data 360 segment ID so that media planners can compare segments before selecting them.
Error Observability for Ad Operations: Identify the root cause of failed asynchronous jobs and resolve issues faster with error and warning logs generated by the system. When an ad operation fails, the system automatically generates detailed error and warning log records. Use these records to diagnose failures without manually tracing through execution paths.
Media Planning for In-Store Media Products: With in-store media planning, your media planners build campaigns for indoor venues such as retail stores, shopping malls, and cinema complexes. Planners map venue locations, such as end caps and digital displays, to reach the right audiences.
Integrate Your Ad Sales Business Processes with External Systems: System integrators can use resources such as Dynamic Revenue Orchestrator, Salesforce Flow, and Mulesoft Direct to send a publisher's advertising sales information from Salesforce to external systems such as external ad server instances. System integrators can also use an integration definition to check ad placement availability in the external ad server instance and bring the information back to media plans in Salesforce.
Integration to Show Availability of Ad Placements in Media Plans: Advertising Sales Management provides media planners the ability to check the status of ad placements in the publisher's external ad servers while preparing media plans. The availability status is represented by icons on the Available Status column of the Ad Placements table in media plans. System integrators with the help of admins must complete a set of tasks to display availability status of ad placements in media plans.
Integration Definition for Advertising Sales Management: Integration definitions are the connective tissue between Salesforce and external systems. Integration definitions enable various Salesforce capabilities such as Dynamic Revenue Orchestrator, Salesforce Flow, and Mulesoft Direct apps make callouts to external systems. Advertising Sales Management comes with a standard provider that you can use to configure an integration definition for your ad sales business processes or you can create an Apex-based integration definition.
Apex-Based Integration Definition for Ad Sales Business Processes: The standard provider that's comes with Advertising Sales Management send a fixed set of advertisement campaign order information to external systems. System integrators can create an Apex-based integration definition to send ad sales order information that's customized to the requirements of the publisher to their external systems.
Outbound Integration Definition Resources in Advertising Sales Management: The integration definition that the system integrator configures sends ad sales data to external ad server instances in a specific format. The predetermined format is designed to make sure that it is compatible with commonly used ad servers such as Google Ad Manager, FreeWheel, and Trinton Digital's TAP Advertising Server.
Standard Integration Definition for Ad Sales Business Processes: The purpose-built AdServerIntegrationProvider standard provider comes with a preconfigured set of attributes that enable system integrators to define the external system API resources that ad sales business processes must make callouts to. System integrators must create an integration definition and use the standard provider to define the integration scope.
Ad Server Integration with Dynamic Revenue Orchestrator: System integrators can use the capabilities of Dynamic Revenue Orchestrator (DRO) to create a process that automatically create and amend order and order line items in the publisher's external ad server instance. System integrators can create a button on the Order page layout that enables sales reps to send order information and enables operations specialists to send amended line item information to the external ad server instance.
Explore Advertising Sales Management Integration Options: System integrators can choose how they want to integrate external systems with Salesforce and make callouts to the external systems of the publisher's ad sales business. Before configuring the integrations, system integrations must decide their integration route.
Ad Server Integration with Salesforce Flow: Advertising Sales Management provides the Execute External Ad Sales Request action in Salesforce Flow to enable system integrators to automate the process of sending advertisement campaign order information to external ad server instances. Unlike Dynamic Revenue Orchestrator, the action can be used in a flow that sends order data to ad servers in real-time or in batches as part of a larger business process. For example, if system integrators have already set up a flow to send updated advertiser and agency information to the ad server every night, they can add the Execute External Ad Sales Request action to the flow to ensure that order data is also sent at the same time.
Ad Server Integration with MuleSoft Direct: Media Cloud provides a set of purpose-built MuleSoft Direct apps that enable the integration between Advertising Sales Management and some of the most commonly used external ad servers, such as Google Ad Manager, FreeWheel, Triton, and xG Linear. The MuleSoft Direct apps are integration templates that system integrators can set up and extend based on the publisher's integration requirements.
Create a Named Credential for External Callouts in Advertising Sales Management: Named credentials enable system integrators to store the credentials of the external systems to which callouts are made. In case of publishers, system integrators must create a named credential for the external ad server instance or the middleware that connects Salesforce and the external ad server instance. For example, if media planners check ad placement availability and sales reps send ad campaign orders to the publisher’s external ad server instance, the system integrator must create a named credential for the external ad server.
Learn about Advertising Sales Management: Understand the roles and concepts related to Advertising Sales Management and map the capabilities of Advertising Sales Management with your business requirements. Explore the data model that supports the ad sales business processes and practices of publishers.
Advertising Sales Management Data Model: The Advertising Sales Management data model includes objects and fields that publishers can use to store and manage information about their ad sales business such as advertisers and agencies, ad placements, ad placement targeting criteria, media plans, and the ad sales lifecycle. The data model is built with industry-wide best practices, and you can adapt and extend the data model to meet your company’s unique needs.
Map Business Requirements to Advertising Sales Management Capabilities: Most publishers that serve advertisements follow some standard industry processes but each has their unique processes and process variations. Discover how publishers can map their business requirements to Advertising Sales Management features and leverage the flexibility of Advertising Sales Management and Salesforce Platform to do more.
Try Out Advertising Sales Management with Sample Data: Publishers and system integration partners can use sample data provided by Salesforce to explore and test Advertising Sales Management in sandboxes and trial orgs. The sample data is designed to reflect how can publishers manage their media properties, product portfolio, and pricing strategy in Salesforce. The sample data also consists of decision tables and a pricing resources that showcase how publishers and their partners can configure media plans and pricing logic on specific business requirements.
Key Terms in Advertising Sales Management: Familiarise yourself with the collection of terms that you come across while implementing or using Advertising Sales Management.
Customize Linear Media Plans with Ad Availability View Configuration Records: Media planners and sales reps create media plans to manage the complete quoting process for linear media campaigns of advertisers. Admins can customize various media plan aspects to tailor media plans based on the company's unique quoting process requirements.
About Linear Media Planning: Linear media planning extends the existing media planning capabilities in Advertisement Sales Management to support media plans for television, radio, and converged media (digital and television). Media Planners in the publishing companies can manage linear inventory, pricing, and scheduling alongside digital placements within a unified interface.
Capabilities of Linear Media Planning: Explore the capabilities of linear media management and discover how different persona can benefit from this feature. The system offers tools for managing complex TV and radio pricing structures and handle scheduling through a spot calendar. These features are useful for media planners, buyers, and sellers who make informed decisions based on accurate and up-to-date information.
Configure Pricing for Linear Media: Configure pricing to calculate prices for linear media products. Determine pricing by using customer-defined rate cards or the default price book entries based on ad spaces, creative sizes, and run-times. The pricing process involves identifying prices for individual spots and aggregating them to the line item level. If a product isn't set to use a rate card, the system automatically uses the price from the price book entry for the product.
Pricing Calculation Logic: The pricing procedure for linear media products follows a specific sequence to determine the final product price.
Configure Spot Calendar for Linear Media Planning: Configure the spot calendar by updating the Ad Availability View Configuration object. This configuration defines the layout and behavior of the spot calendar.
Spot Calendars for Linear Media Products: The spot calendar is a specialized tool for media planners to visualize and define the distribution of advertising spots for linear media products across a campaign's timeline. It serves as the source of truth for spot counts in a linear media plan.
Add Spots to a Spot Calendar: Use the spot calendar to define the exact timing and distribution of ad spots across TV and radio inventories. By interacting directly with the calendar grid, planners can select specific dates and assign spot frequencies. Spot calendar helps media planners to make sure that ad requirements align perfectly with available programming schedules.
Manage Advertisement Campaigns: Publishers typically receive details about prospective advertisement campaigns from advertisers and agencies through request for proposals (RFPs). The sales rep whose assigned to the advertiser or agency use the information in the RFPs to create advertisement campaign opportunities in Salesforce.
Access Media Ad Sales Management App: The Media Ad Sales Management app is a one-stop shop for all workflows related to advertisements campaigns. Media planners, sales reps, and ad operations specialists can perform all their advertisement campaign tasks such as creating advertisement opportunities, media proposals, media plans, and managing order amendments on the app.
How Advertisement Campaign Information is Represented in Advertising Sales Management: Familiarize yourself with how sales reps and media planners can extract information for request for proposals (RFPs) and create advertisement campaigns in Salesforce. Advertisement campaigns are represented as opportunities and ad opportunities in Salesforce.
Manage Orders for Advertisement Campaigns in Advertising Sales Management: After media plans are approved internally and signed off by advertisers or agencies, media planners and sales reps can create orders for the media plans and activate the orders. After orders are activated, the ad operations specialists can amend orders to change ad placement configurations such as impressions, targeting, and creative sizes.
Activate Orders for Advertisement Campaigns: After an order is created for an advertisement campaign, media planners or sales reps can make adjustments to the draft order based on discussions with the advertiser or agency. After the order is finalized, the order can be activated.
Order Amendment in Advertising Sales Management: After sales reps or media planners activate an advertisement campaign order, ad operations specialists can make changes to preflight or in-flight orders.
Create Media Plans for Order Amendment in Advertising Sales Management: After an order is activated for an advertisement campaign, the ad operations specialist can make changes to preflight and in-flight media plans based on factors such as advertiser or agency feedback, campaign performance, or pricing changes.
Media Plans for Amended Advertisement Campaign Orders: A new media plan is created when an ad operations specialist amends an activate advertisement campaign offer. The behavior of media plans that are created for amended orders differ from media plans that are created during the quoting phase of advertisement campaigns.
Create Orders for Media Plans: Media planners and sales reps can create orders for their media plans after media plans are approved internally and the contract for the media plan has been signed by advertisers or agencies.
Manage Media Plans for Advertisement Campaigns in Advertising Sales Management: Media planners create media plans for advertisement campaigns of advertisers and agencies. Media plans contain the ad placements that the publisher plans to serve on its media properties based on the objective of the advertisement campaigns. Media plans include ad placement details such as availability, pricing, delivery settings, attributes, ad spaces and creatives, and targeting criteria. Based on the timelines, size, and requirements of the campaigns, media planners can create multiple media plans for a campaign.
Create a Media Plan in Advertising Sales Management: Media planners can create media plans after advertisers or agencies have signed off on the proposal that the publisher shared for their advertisement campaign or in parallel after the media planner analyzes the campaign objectives. Sometimes, depending on the campaign timelines, media planners directly start with the media plan and use the media plan as the proposal while engaging with advertisers and agencies.
Explore Media Plans: While configuring a media plan and its ad placements, the media planner has a variety of options available to them. Media planners must understand how to work with media plans in Advertising Sales Management before they go ahead and configure their media plans.
Key Media Plan Concepts: Before media planners create media plans for advertisement campaigns, they must understand how media plans work in Salesforce.
Media Plans Approvals and Contracting in Advertising Sales Management: Advertising Sales Management provides admins the capability to use Advanced Approvals and Salesforce Contracts to set up processes that decide how media planners send media plans for approvals and then how media plan contracts are sent to advertisers or publishers.
Explore Line Item Configuration Panel in Media Plans: The Line Item Configuration panel in a media plan enables media planners to manage the configuration of ad placements and services that are part of the media plan. The panel consists of a set of tabs such as Line Item Details, Delivery, and Attribute. Each tab enables the media planner to configure a specific aspect of ad placements and services.
Attribute Tab of Line Item Configuration Panel: On the Attribute tab, media planners can view the preset attributes and configure the attributes that are available for media planners to set for an ad placement.
Bundle Items Tab of Line Item Configuration Panel: On the Bundle Items tab, media planners can choose the simple ad placements and the ad placement bundles that they want to include in media plans. For example, if bundle consists of three simple ad placements and two ad placement bundles, media planners can choose to include only two simple products and one ad placement bundle in the media plan.
Ad Spaces and Creatives Tab of Line Item Configuration Panel: On the Ad Spaces and Creatives tab, media planners can select the ad spaces where ad placements are planned to be served. Along with the ad space, the media planner can also select the creative sizes for the ad placements. The Ad Spaces and Creatives tab isn't applicable for ad placement bundles and services.
Delivery Tab of Line Item Configuration Panel: On the Delivery tab, media planners can configure the various details about how ad placements are served on the media properties of the publisher. The Delivery tab isn't applicable for ad placement bundles' root products and services.
Line Item Tab of Line Item Configuration Panel: On the Line Item tab, media planners can configure primary details and price of ad placements and services. The options that are available on the tab for pricing vary based on whether the line item is an ad placement or a service.
Instant Pricing Quick Action on Line Item Configuration Panel: Media planners can instantly review how their changes to ad placement configurations impact the price of placements. The Instant Pricing quick action automatically executes the ad sales pricing procedure with the latest placement configuration and updates placement prices on the Line Item Configuration panel. Before saving their latest configuration changes, media planners can view the updated price of the placement and then save their changes.
Targeting Tab of Line Item Configuration Panel: On the Targeting tab, media planners can configure the targeting criteria for ad placements. The Targeting tab also displays the preset targeting criteria for ad placements that the ad sales admin has configured.
Read-Only Mode on Media Plans: Protect finalized media plans from accidental or unauthorized changes. Switch the media plan grid and related components to read-only mode based on the quote status.
Manage Proposals for Advertisement Campaigns in Advertising Sales Management: After sales reps collate information about advertisement campaigns from the request for proposals (RFPs) shared by advertisers and agencies, sales reps can create proposals based on campaign requirements. Proposals are strategic documents that enable sales reps to showcase how the publisher is planning to meet campaign requirements. Depending on campaign objectives, sales reps can create multiple proposals that represent the different ways in which the publisher can meet the campaign objectives. When proposals are ready, sales reps can generate pitch decks for the proposals. Pitch decks are visual presentation that sales reps use to communicate the publisher's suggested strategy for accomplishing the goals of the campaign.
Explore the Proposal Builder: The Proposal Builder is a nimble tool that enables sales reps to prepare proposals with easy. Instead of skipping across multiple records and pages to prepare a proposal, the Proposal Build works as an unified tool where sales reps can decide the primary details, add the required ad products, and select the targeting criteria of the proposal.
Create Media Proposals: Sales reps can create an opportunity based on the request for proposal (RFP) of an advertiser or agency's advertisement campaign and then use the Proposal Builder to manage all the proposals for the campaign. On the Proposal Builder, sales reps can create and manage multiple proposals. The Proposal Builder also enables sales reps to create pitch decks for the campaign using one or more proposals.
Create a Pitch Deck for Media Proposals: After the proposals for an advertisement campaign are ready, sales reps can generate a pitch deck for the advertisement campaign. Sales reps can either choose to generate a pitch deck for all the proposals, for individual proposals, or a specific set of proposals.
Key Proposal and Pitch Deck Concepts: Before sales reps create proposals and generate pitch decks for their advertisement campaigns, they must understand how proposals and pitch decks work in Salesforce.
Manage Advertiser and Agency Relationships in Advertising Sales Management: Advertising Sales Management makes it easy for publishers to manage information about the advertisers and agencies they work with. Sales reps can map the relationships between agencies and the advertisers they work with. Sales reps can also list the contacts of the advertisers and agencies they engage with.
Add Advertisers and Agencies in Advertising Sales Management: Members of the sales team can add information about the advertisers and the agencies that the publisher services and relate agencies to the advertisers that they work on behalf of.
Relate Ad Servers to Advertisers, Agencies, and Contacts in Advertising Sales Management: Publishers often serve advertisements on their media properties for advertisers and agencies from specific external ad server instances. Individuals from the advertisers and agencies are also provided access to the ad server instance that serves their ads. The sales team can map the accounts of advertisers and agencies to the ad server instances that server their ads. The sales team can also map the contacts of the individuals from the advertisers and agencies to the ad server instance they have access to.
Add Contacts of Advertisers and Agencies in Advertising Sales Management: A publisher's sales reps and media planners usually engage with different individuals from the advertisers and agencies such as media buyers, marketing managers, and creative designers. The sales team can add contact information about the different individuals from the advertisers and agencies that they work with.
How Advertiser and Agency Information is Represented in Advertising Sales Management: Familiarize yourself with how your company's clients such as advertisers and agencies are represented in Advertising Sales Management. Understand how to relate agencies and advertisers, manage points of contact for advertisers and agencies, and map ad servers to advertisers and agencies.
Configure and Import Media Targeting Data: To migrate your targeting data, clone the Data Processing Engine templates and import your CSV files. Because the import process is asynchronous, Salesforce sends a notification when the import is complete.
Migrate Targeting Data with Data Processing Engine (Beta): Streamline ad targeting migrations by replacing manual data loads and fragile custom scripts with built-in Data Processing Engine templates. These templates provide a standardized, automated way to export and import configurations across environments, ensuring data integrity while significantly reducing deployment time and manual effort.
CSV Header Files for Targeting Data Migration: Migrate your targeting data into Media Cloud by using two Data Processing Engine templates that handle the end-to-end setup of your targeting hierarchy. The first template, Create Media Targeting Categories, Segments And Values, imports your foundational targeting data by creating Ad Target Category, Ad Target Category Segment, and Ad Target Segment Value records from a single CSV file. When your targeting records exist in the org, the second template, Map Targeting With Product, Classification And Media Type, associates those records with your products, product classifications, and media types by creating Ad Available Target Segment, Ad Available Target Segment Value, and Ad Product Default Target Value records. Together, these templates eliminate the need for manual record creation and reduce the time required to set up complex targeting configurations for your media catalog.
Create an External Identifier for Media Targeting Migration: To protect your data integrity during migration, create a unique external identifier field. Create this field on the Ad Available Target Segment object before you clone the mapping template.
Limitations and Guardrails for Targeting Data Migration: Understand the limitations, guardrails, and data association behavior when migrating targeting data using Data Processing Engine templates. Review this information before preparing your CSV files for import.
Targeting Data Import Field Mapping: When the Data Processing Engine processes your CSV file, each column header maps to a specific field on a Salesforce object — either to create records with the specified values or to locate existing records by using lookup keys for establishing associations between targeting data, products, and classifications.
Multi-Ad Server Support for Check Availability: Advertising Sales Management supports integration with multiple ad servers for the check availability feature. Use this feature to route availability checks to different ad servers based on the media plan line item's ad server record.
Considerations for Using Multi-Ad Server Support for Check Availability: Use a multi-ad server configuration when your organization integrates with more than one ad server for checking inventory availability. If you use only a single ad server, continue to use the standard integration definition AdServerIntegrationForAdSalesManagement to configure external callout details.
Media Planning for Out-of-Home Media Products: Media Cloud brings out-of-home (OOH) inventory into the quote-to-order flow. Your media planners search physical placements such as billboards, transit shelters, and street furniture by location, and price them alongside digital media products.
Media Planning for Out-of-Home and In-Store Products: Give your media planners one place to plan advertising in the physical world. Planners search, price, and sell out-of-home (OOH) and in-store placements in the same quote-to-order flow as digital media products.
Out-of-Home and In-Store Media Products: Out-of-home (OOH) and in-store media planning helps planners discover, price, and sell physical ad placements alongside digital media in the quote-to-order process. To make these media types available, configure the catalogs, products, maps, and pricing that support them.
Configure Account-Based Product Disqualification for Sponsored Products: Configure account-based product disqualification to exclude ineligible products from sponsored product discovery for specific accounts. Create an account lookup field and disqualification data, define and activate a qualification procedure, and connect the procedure to the Discover Promoted SKU flow.
Change the Product Qualification Logic: By default, the Discover Promoted SKUs flow uses the qualification procedure specified in Product Discovery Settings in Setup. To apply a different qualification criteria for the sponsored products, create a qualification procedure and specify its name in the flow.
Create Location Groups for OOH and In-Store Media Products: Create location groups to organize related physical inventory locations, such as screens or stores. Add the appropriate locations to each group so planners can work with them collectively.
Create Locations for OOH and In-Store Media Products: Create a location record for each screen, store, or other physical inventory location that you want planners to discover. Include the address or geographic coordinates and other details that help identify the location.
Set Up the Map View for Out-of-Home and In-Store Media Products: Turn on the map view so that planners can discover out-of-home (OOH) and in-store media products by location. Then configure the product information and filters available in the map view.
Configure Picklist Values for OOH and In-Store Products: Configure picklist values for the Product, Ad Quote, Ad Quote Line, and Ad Order Item objects so that your users can create out-of-home (OOH) and in-store products. These values are required to manage these products throughout the media planning workflow.
Prepare the Pricing Context for Location-Based Pricing: Location-based pricing calculates rates for out-of-home and in-store products based on the number of stores or screens and the campaign duration. To configure this pricing, prepare the pricing context to support location counts. Then, create and activate a pricing procedure that uses the Per Store Per Week or Per Screen Per Week pricing model. After you create or update products, sync pricing data to make the latest product and pricing information available.
Limit Catalogs in the Discover Promoted SKUs Flow: By default, the Discover Promoted SKUs flow shows all catalogs. Update the flow to control which product catalogs planners can use to add promoted products to a media plan.
Set Up Sponsored Products: Sponsored products connect in-store ad placements with the retail products being advertised. Planners can discover and add eligible products to in-store line items. Admins control which catalogs and products are available for selection.
Create Sponsored Products: Create sponsored products and organize them in a catalog and category so that planners can add them to in-store ad placements.
Quote Line Groups: Organize quote lines into meaningful sections that make complex media plans easier to review and manage. Quote line groups help media planners arrange placements by categories such as package, channel, audience, or service level while retaining familiar media-plan functions.
Assign Ungrouped Quote Lines Before an Order Creation: Assign lines from an older media plan to a group before you create an order. Media plans created before enabling quote line groups can contain lines that have no group assignment.
Quote Line Behavior in Groups: Assign quote lines to user-defined, custom groups to reflect how you package, sell, or fulfill a media plan. You can move eligible lines from one or multiple source groups to a single destination group. After the move, the system recalculates line counts and subtotals for the affected groups.
Create a Quote Line Group: Create groups to organize the line items in a media plan by criteria, such as channel, package, or service level.
Delete a Custom Quote Line Group: Organize your media plan by deleting custom quote line groups that you no longer need. When you delete a custom group, Salesforce retains its line items by moving them to the default group. You can't delete the default group.
Edit a Quote Line Group: Organize your media plan by updating a quote line group's name or description.
Quote Line Groups in Existing Media Plans and Orders: Media plans created before enabling quote line groups can contain lines that have no group assignment. When you turn on groups and open one of these plans, the unassigned lines appear separately. A message prompts you to assign them to a group before creating an order.
Move Quote Lines to Another Group: Move individual line items or bundles between groups to organize a media plan. You can move only individual lines or complete bundles between groups. You can't move a child line item independently.
Reorder Custom Quote Line Groups: To show your custom quote line groups in the order you need, reorder them on the media plan. You can’t reorder the default group.
Reorder Quote Lines in Quote Line Groups: Configure up to five fields that uniquely identify quote lines in the custom sort window. Use these fields to reorder lines in a quote line group on the media plan summary grid. If you select more than five fields, the system uses only the first five.
Quote Line Groups: Quote line groups help media planners arrange placements by categories such as package, channel, audience, or service level while retaining familiar media plan functions. Turn on quote line groups so that media planners can organize line items in media plans and orders. When you use this feature, new media plans include a default group for line items.
Organize Quote Lines with Groups: Use quote line groups to organize related line items in a media plan. Salesforce shows the line count and subtotal on each group so that you can easily track your metrics.
Set Up Expression Set for Linear Media Ratings KPIs: Configure expression set to define specifc KPI values and the calculation logic for linear media ratings. Before setting up the expression set, make sure that you've set up decision table to define the data source and conditions for your KPI projections.
Set Up and Configure Advertising Sales Management: Set up capabilities that enable ad sales admins, media planners, and sales reps to manage the company's ad sales business in Salesforce. Provide users the permissions they require based on their roles and responsibilities in the company. Configure your Salesforce instance to meet your company's ad sales business requirements.
Additional Capability Setup in Advertising Sales Management: Advertising Sales Management includes features and capabilities that publishers can use to extend and scale their ad sales operations. Admins can set up these additional capabilities based on their company's business requirements.
Advanced Approvals for Your Advertising Sales Business: Admins can utilize the capabilities of Advanced Approvals to automate the process of managing internal approvals for media plans from departments such as the finance team or the legal team.
Actionable Relationship Center for Your Advertising Sales Business: Admins can use Actionable Relationship Center (ARC) to enable sales reps and media planners to visualize the relationship between advertisers and agencies that work for the advertiser, and the advertisers and their various brands. Advertisers, agencies, and brands of the advertiser are represented as accounts in Salesforce. Admins can configure a relationship graph with the Account object to visualize the relationship hierarchy between advertisers, agencies, and brand. After the relationship graph is setup, the admin can use the ARC Relationship Graph component to add it to the Account record pages.
Salesforce Contracts for Your Advertising Sales Business: Admins can set up Salesforce Contracts to enable sales reps to manage the end-to-end lifecycle of transactional contracts for media plans between the your company and advertisers or agencies.
Experience Cloud for Your Advertising Sales Business: Admins can set up Experience Cloud sites for external collaborators, such as an advertiser's marketing team or an agency's media buyers, to create or view advertisement campaigns and media plans. Based on the publisher's requirements, the admin can either provide external users access to create and edit campaigns and media plans, or limit access to to only view campaigns and media plans.
Intelligent Document Automation for Your Advertising Sales Business: Admins can set up Intelligent Document Automation to automate the process of extracting information from PDFs and images that advertisers and agencies share as part of request for proposals (RFPs) and create Opportunity and Ad Opportunity records for advertisement campaigns. After admins set up Intelligent Document Automation, sales reps can upload RFP documents they receive from advertisers and agencies, and the automation takes care of creating advertisement campaign records.
Set Up Product Configurator for Advertising Sales Management: The ad sales admin can design attibute-based rules for products and services. For example, a simple rule can hide invalid attributes when media planners and sales reps configure the an ad placement in a media plan. Admins must set up Product Configurator to enable ad sales admins to create product attribute rules.
Context Definition for Advertising Sales Management: The MediaPlanTransactionContext plays a key role behind-the-scenes in managing actions related to the ad sales lifecycle such as creating quotes for media plans, converting quotes to orders, amending orders, and enabling callouts to external ad servers using Dynamic Revenue Orchestrator. The context definition consists of the required standard object mappings and the context tags that populate information in media plans and orders.
Ad Sales Lifecycle Context Definition Customizations: The context definition that you've created by extending the MediaPlanTransactionContext context definition can be extended based on your business requirements. For example, you can add custom fields in objects such as Ad Quote Line and then map custom fields in the context definition to ensure that media planners and sales reps can add or update values for the custom fields in the media plan.
Extend the Context Definitions for Ad Sales Lifecycle: The standard MediaPlanTransactionContext context definition consists of nodes and mappings for all objects that are required to execute all the typical tasks in an ad sales lifecycle. To enable media planners and sales reps to perform their everyday tasks related to media plans and orders, extend and activate the standard context definition. Along with the standard MediaPlanTransactionContext context definition, also extend the ProductDiscoveryContext context definition. The ProductDiscoveryContext context definition contains nodes and mappings that are required to display information about products to media planners and sales reps when they add products to media plans.
Customizations in Advertising Sales Management: The Media Ad Sales Management app is a one-stop shop where ad sales admins, media planners, and sales reps can complete their one-time or everyday tasks related to configuring targeting options, managing opportunities, media proposals, media plans, and converting media plans to orders. Admins can customize the Media Ad Sales Management app based on the typical ways in which the company’s ad sales admins, media planners, and sales reps are most likely to interact with the app.
Media Plan Customizations with Decision Tables: Advertising Sales Management provides a reference implementation for how admins can use decision tables to control two aspects of the ad placements in media plans that media planners and sales reps are working on and ad operations specialists have created for amended orders. First, decision tables decide which quick actions are available for ad placements on the Ad Placement table in media plans and which tabs are available on the Line Item Configuration panel that are available for ad placements. Second, decision tables decide the settings of the Line Item tab on the Line Item Configuration panel for ad placements in media plans. The controls of what to display are completely dependent on the media plan's configuration and ad placement's inherited product configuration such as product family, product type, and whether products are configurable during sale.
Create Decision Tables for Media Plan Customizations: Admins must create the decision tables that drive the behavior of media plans. There is a parent decision table and a set of child decision tables. The source data or the rules of the decision tables are configured by uploading each decision tables respective .csv files.
Media Plan Customization Decision Table Hierarchy and CSV Files: Before admins create decision tables to control the quick actions for ad placements and the Line Item Configuration settings in media plans, the admins must prepare of set of .csv files that drive the configuration of the decision tables.
Examples of Customizing Reference Advertising Sales Management Decision Tables: The reference decision tables provided with Advertising Sales Management come with a set of rules that control the configuration of ad placements in media plans. You can extend the default rules or add new rules based on your company's requirements.
How Decision Tables Work with Media Plans: The decision table-based reference implementation to ensures that the quick action availability and the Line Item Configuration panel setting for ad placements are driven by the configuration of media plans and ad placements.
Media Plan Customizations with Salesforce Flows: Admins can configure flows to design tasks that are unique to the company's workflow for managing additions and changes to media plans. Admins can configure flows for two scenarios: to execute processes before additions or changes to media plans are saved and to execute processes before additions or changes to media plans are saved. For example, admins can create a flow that ensures that the discounts offered on an ad placement aren't beyond the preapproved threshholds. Also, admins can create a flow that informs the media planners or sales reps about the possible next steps after their changes are saved.
Design of Flows Run After Saving Ad Placement Configuration in Media Plan: Admins can configure any type of flow to execute a business process after the changes that media planners and sales reps make to the configuration of an ad placement in a media plan are saved. If the requirement is to configure a flow that informs them about the next steps, admins can configure a screen flow or an autolaunched flow. If the business process has to run behind-the-scenes and doesn't require an immediate action from media planners or sales reps, configure a scheduled flow.
Design of Flows Run Before Saving Ad Placement Configuration in Media Plan: Admins can configure any type of flow to execute a business process when media planners and sales reps make changes to the configuration of ad placements in media plans and try to save their changes. If the requirement is to run a process that's actionable on media planners or sales reps, admins can configure a screen flow or an autolaunched flow. If the business process has to run behind-the-scenes and doesn't require an immediate action from media planners or sales reps, configure a scheduled flow.
Media Plan Customizations with Lightning App Builder: Admins can decide which columns are displayed on the Ad Placement table in media plans. Admins can remove one or more default columns that display information which isn't relevant to media planners or sales reps of the company. Or, the admin can add columns to display information that's unique to the company.
Media Plan Customizations with Lightning Message Service: Lightning Message Service is a Lightning Web Component (LWC) that Advertising Sales Management uses to enable company's to implement business processes that are unique to their ad sales business process. The message channels provided with Advertising Sales Management enable admins to configure processes related to managing values for dependent fields on the Line Item Configuration tab, to execute actions for ad placements in a media plan, and to refresh media plans.
Dependent Field Configuration with Messaging Channel: The lightning__MediaASM_ConfigurationDependentFieldResponseNotification message channel along with an Ad Availability View Configuration record enables you to implement a process to decide value of dependent fields on the Line Item tab of the Line Item Configuration panel of media plans based on the value of the fields that the dependent field is relies on.
Ad Placement Table Refresh and Quick Action Execution with Message Channels: Admins can configure a message channel to refresh the information available in media plans whenever custom scheduled processes or asynchronous processes make changes to the information related to media plans. For each ad placement of media plans, a set of quick actions are available by default. Admins can add a custom quick action that invokes a message channel.
Lightning Message Service Resources: Before you start working with Lightning Message Service to implement your company's ad sales business processes, review the resources of Lightning Message Service to understand how it works.
Examples of Customized Pricing for Ad Placements: Publishers can offer discounts on ad placements to advertisers and agencies based different ad placement attributes such as ad spaces, creative sizes, and segment values. To ensure that when media planners or sales reps add an ad placement to a media plan, the price of the ad placement is calculated considering the applicable discounts, admin must create decision tables to decide the discount rules and ensure that the pricing procedure for the ad sales business runs the decision tables while deciding the price of ad placement. Advertising Sales Management supports the CPM and CPC pricing models by default but admins can configure pricing models such as CPA.
Configure Decision Tables and Pricing Procedure for Ad Placement Attribute-Based Discounts (Example): Admins can configure decision tables that decide the discounts that are applicable for ad placements in a media plan based on the attributes of the ad placements. The pricing procedure of your ad sales business uses the decision tables to calculate the price of ad placements after considering the applicable discounts. Advertising Sales Management supports discounting based on ad placement attributes such as ad spaces, creative sizes, and targeting values.
Configure a Pricing Model of Your Choice (Example): Advertising Sales Management supports the CPM and CPC pricing models by default. If your company also uses pricing models such as CPA and CPD, admins can configure the required to records to support the other pricing models of your company. This example walks your through the configuration of the CPA pricing model.
Related List Customizations for Advertising Sales Management: When media planners or sales reps configure a media proposal or a media plan, the configurations are saved across multiple records in Salesforce. When a media plan is converted to an order, a set of records are created to save the ad sales specific configurations of the order. Admins can add related lists to object page layouts to enable media planners, sales reps, and ad operations specialists to navigate across records easily.
Page Layout Changes for Advertising Sales Management: Some of the object fields provided with Advertising Sales Management aren't added to the default page layouts in your Salesforce instance. Based on the company's requirements, add the fields that ad sales admins are most likely to use while adding media properties, product portfolio, and targeting options in Salesforce. Create a page layout that's tailored for direct-sales advertisement campaigns.
Flows for Advertising Sales Management: Advertising Sales Management provides a preconfigured flow to automate the process of deciding the goal type of ad placements in media plans based on the configuration of ad placements. To enable the assetization of ad placements and services that are part of an advertisement campaign orders, the admin must activate a preconfigured flow that's provided by Revenue Cloud to assetize products of activated orders.
Flow to Assetize Orders for Advertisement Campaigns: The admin must activate preconfigured Assetize Order flow to automate process of assetizing all the ad placements and services in advertisement campaign orders when orders are activated. After ad placements and services in an order are assetized, ad operations specialists can amend the order and make tweaks order based on advertiser or agency feedback and campaign performance.
General Settings for Advertising Sales Management: Provide employees in your company access to perform their everyday ad sales responsibilities in Salesforce and system integrators permissions to create process for external integrations. Turn on Advertising Sales Management and Revenue Cloud features that power your ad sales business. Add picklist values for Advertising Sales Management objects based on your business requirements and add Sales Transaction Type records.
Enable Media Planners and Sales Reps to Decide Ad Placement Goals: Media planners and sales reps can add the percentage or count of impressions or clicks that are intended to be generated for an ad placement in a media plan. The intended impressions or clicks for an ad placement is known as the goal of the ad placement. The type of goal that media planners and sales reps can specify for an ad placement depends factors such as the ad placement's product classification, pricing model, and sponsorship type. Advertising Sales Management provides a preconfigured flow that automatically decides the type of goal that can be added for an ad placement based on the ad placement's configuration. Admins can either override and update the preconfigured flow or create a flow based on the company's goal types.
Optimize Media Plans for Elaborate Advertiser and Agency Requirements: Advertisers and agencies often have extremely complex or robust requirements for their advertisement campaigns. For example, ad placements in media plans that are targeted for large campaigns or long running campaigns can have nuanced targeting criteria and a large set of creative sizes. To ensure that media planners and sales reps are able to design elaborate ad placement configurations, create ad availability view configurations.
Required Picklist Values for Advertising Sales Management: Configure picklist values for a list of Advertising Sales Management object fields to enable ad sales admins, media planners, sales reps, and ad operations specialists to manage the company's ad sales business in Salesforce.
Configure Salesforce Document Generation for Pitch Decks (Beta): Media planners and sales reps can generate branded pitch decks for their media proposals. To generate pitch decks for media proposals, Salesforce Document Generation is used. Admins have to configure Salesforce Document Generation to enable media planners and sales reps to generate pitch decks in their preferred formats.
Pricing Procedures for Advertising Sales Management: Advertising Sales Management provides a default pricing procedure to calculate the prices of ad placements in media plans and orders. Admins must update the make a copy of the default pricing procedure and associate it with the context definition that's created by extending the standard MediaPlanTransactionContext context definition. Along with the procedure for product pricing, the admin must also configure the pricing produce that's used to display product prices when media planners and sales reps select products to add to a media plan or media proposal.
Configure Pricing Procedures for Ad Sales Business: Create a pricing procedure using the Advertising Sales Management: Default Ad Placement Pricing Procedure expression set template to make sure that the prices for ad placements and services added to a media plan are automatically calculated based on pricing strategies unique to ad sales. Also, configure the Product Discovery Pricing Procedure template to ensure that media planners and sales reps are able to view the prices of ad products and services when they add them to media proposals and media plans.
Select Pricing Procedures for Salesforce Pricing and Product Discovery: After admins activate the pricing procedures that calculate ad placement and service prices in media plans and orders, and list product prices during product selection in a media plans and media proposals, admins must select the pricing procedures as the ones to use in Salesforce Pricing and Product Discovery.
Ratings KPIs for Linear Media Products: Maximize pricing integrity and operational efficiency in converged media environments by using ratings KPIs. Use ratings KPIs to calculate and show the projected performance and reach of linear media products. Planners can use ratings KPIs, such as Gross Rating Points (GRPs) to quantify total audience exposure and share to track the percentage of active viewers tuned into a specific program.
Required Object Records to Work with Advertising Sales Management: Media proposals and media plans are represented as quotes in Salesforce. To ensure quotes that represent media proposals open in the Proposal Builder and to ensure that media plans can be saved as templates, admins must create Sales Transaction Type records. Along with sales transaction types, admins also need to create an attribute definition that represents the ad product pricing models that Advertising Sales Management supports by default.
Role-Based Permission for Advertising Sales Management: Admins provide users access to capabilities based on the user's role in the company. In a publishing company, admins must provide ad sales admins, media planners, and sales reps the permission that they require to manage the company's ad sales business. Grant the necessary permissions to system integration users who execute APIs to external systems.
Assign Permission Sets to Ad Sales Admins for Advertising Sales Management: Assign ad sales admins the permission they require to add the company's ad placement portfolio, configure targeting options, decide ad placement pricing, and configure document templates and controls of media plans and media proposals.
Assign Permission to System Integrators for Advertising Sales Management: Advertising Sales Management comes with a set of capabilities and resources that system integrators use to integrate the publisher's ad sales business processes in Salesforce with external ad servers such as Google Ad Manager (GAM) and FreeWheel. System integrators require permissions in Salesforce that allow them to configure processes that create or update orders in external ad servers.
Configure Media Type for Term-Based Products: Term-based products use the Subscription Services media type, which media planners select when they build a media plan. To make that media type available, create an ad availability view configuration record that includes it. The configuration controls which media types appear in the ad availability view. After you add the media type, your sellers can find and add term-based products.
Prepare a Product for Term-Based Selling: Prepare a product so that you can sell it for a fixed term. Create the product and set it up for term-based selling. Set the product family, assign a category and price book, select a term-defined product selling model, and add the product to a catalog.
Configure Side Panel for Term-Based Products: To show sales reps the relevant information for term-based products, configure the Line Item Details and Attributes tabs. These tabs appear in a side panel when a sales rep opens a term-based product line item in a media plan.
Configure Side Panel Line Item Details for Term-Based Products: Configure the side panel so that sales reps see the right information for a term-based product's line item. Set the fields on the Line Item Details tab, such as start date, subscription term, and billing frequency, and use the Attributes tab to show the product's attributes.
Sponsored Products for Retail Media Campaigns: Sponsored products, also called promoted products, are the brand-specific products that an advertiser pays to promote. These products support both in-store and digital advertising.
Media Planning for Term-Based Products: Retail media networks often expand beyond traditional, impression-based advertising by offering supplemental services like analytics and measurement. Instead of standard cost-per-thousand-impressions (CPM) pricing, these networks sell these offerings as term-based products, such as 12-month subscriptions.
Add Media Type Picklist Value in the Related Objects: Add the new Subscription Services media type to the related media objects. Until you add the media type to those objects, term-based products that use it don't appear consistently in media plans.
Term-Based Media Products: Retail media networks sell term-based products for a set length of time, for example a 12-month subscription to sell supplemental services. Get your org ready to sell term-based products by configuring the product and its selling model, making the media type available, and setting up the line item and the side panel.
Advertising Sales Management: Advetising Sales Management helps publishers manage their complete ad sales business in Salesforce.
Advertising Sales Management Data Model: Advertising Sales Management uses some extensions to the Salesforce Industries Communications, Media, and Energy data model, along with some new objects which have been introduced to the existing data model.
Advertising Sales Management on Managed Package: Advertising Sales Management on Managed Package is a managed package-driven solution that enables publishers to deploy an ad sales -specific package on Salesforce and then implement Advertising Sales Management based on their ad sales business requirements.
Agentforce for Media: Build trusted, intelligent AI agents for your media business with Agentforce. Bring your agentic workflows to life with Agentforce assets that are provided with Agentforce for Media.
Explore Other Standard Assets Available with Agentforce for Media: Agentforce for Media provides a set of standard Agentforce assets that enable departments across your company to use agents to manage tasks such as generating email drafts, updating records, logging calls, and finding similar cases. Admins can explore the Agentforce asset library to review the available assets and use them in your company's agentic transformation.
Billing Considerations for Agentforce for Media: Agentforce for Media actions uses Flex Credits to call generative AI. Use of Agentforce for Media impacts the consumption of credits used for billing in the Standard Action usage type.
Set Up Agentforce for Media: Set up Generative AI and Agentforce to get access to the generative AI features and assets provided with Agentforce for Media. Configure agents that assist your sales and service teams in optimizing their tasks. Provide users assess to work with agents.
Ad Proposal Management: The Ad Proposal Management Agentforce sub-agent helps sales reps and media planners create demand-driven media proposals with consistency and precision. The sub-agent also supports updating proposals based on advertiser and agency interactions.
Media Cloud: Media Cloud is a unified, agile platform that enables media and entertainment providers to rapidly launch, monetize, and automate media experiences.
RFP Ingestion by Using Intelligent Document Reader: Intelligent Document Reader to quickly and accurately extract information from documents, and integrate the extracted data in Salesforce objects. This enables faster response times to provide detailed media proposals to the brand. With Intelligent Document Reader, you can achieve enhanced efficiency and accuracy in campaign management.
Recommended Org Setup for Advertising Sale Management: Salesforce recommends that you set up these recommendations for implementations in your Media Cloud org, for optimum performance of Advertising Sales Management.
Salesforce Billing Integration with Advertising Sales Management: Advertising Sales Management integrates with Salesforce Billing to leverage the billing features and functionality, enabling you to automate the process of raising and delivering invoices to your customers.
Enable Explicit Pricing for Media Placements: By default, every time you update an attribute of a media placement, the call to calculate the price is triggered. For performance efficiency, enable explicit pricing to reduce the number of triggered calls.
Create Media Plan Bundles: With Advertising Sales Management, create media plan bundles with mandatory and optional placements for digital and program or packaged linear media plans.
Advertising Sales Management Error Message Handling Framework: The Advertising Sales Management error message handling framework for line items shows messages, such as Success, Failure, or Warning, as the response for all Integration Procedures called from the Lightning web components. These messages appear as toast messages.
Pricing in Advertising Sales Management: Salesforce Enterprise Product Catalog (EPC) offers some out-of-the-box pricing plans to support pricing calculations. Advertising Sales Management leverages the Salesforce EPC Default Pricing Plan, and uses a combination of attribute-based and model-based pricing to calculate the price of media placements.
Rate Cards and Demographic Codes for TV Ad Placements: The Advertising Sales Management app uses demographic codes to make sure that your TV ad placements reach the correct audience. The demographic code is used in a rate card to calculate the price for your TV ad placements.
Target Ad Sales Customers with Categories and Segments: Target customer groups in Advertising Sales Management using categories and segments. You can customize these categories and segments or create your own for more specific targeting.
Deploy Relationship Graphs for Media Cloud: Use Actionable Relationship Center (ARC) to view the relationships among people and businesses in an interactive graph. Advertising Sales Management provides some templates that you can customize to suit your business needs.
Add a Custom Interface Implementation for Budget Calculation: In a line item, the budget is calculated by using the MediaBudgetBaseImpl Interface Implementation. You can add custom logic by creating an Apex class and setting it as the Implementation Interface for the MediaBudgetBaseImpl. Use this customization to tailor budget calculations to meet specific business requirements.
Add Radio Ad Placements to Your Media Plan: Use the Radio tab in the Create Media Plan workflow in Advertising Sales Management to add print ad placements to your media plan.
Add Values to the RateType Picklist: Cost Per Week (CPW) and Cost Per Day (CPD) are date range based rate types introduced in the Winter '25 release. These rate types define how to calculate a placement cost depending on the date range selected for the placement. Date range based rate types are currently supported only for Digital placements. Before you can use these rate types for your digital placements, configure their picklist values.
Applying Product Filters to Ad Products: The GetCachedProducts element in Vlocity Integration Procedures (VIP) call an Apex class that fetches products corresponding to media types, and is stored inside the platform’s cache. You can apply filters to the products so that the required products are fetched for the media types.
Approve Quotes and Generate Contracts: When a media plan quote is submitted in Advertising Sales Management, it must be approved before you can submit the order.
Associated Media Bundles Setup: Use associated media bundles to deliver integrated proposals to advertisers and agencies. Set up auto-add rules so that when you add a product to the media planning grid, associated products across media types are automatically added. To support associated media bundles, extend the media placement grid configuration to honor package codes and product codes. Advertising Sales Management uses Business Rules Engine (BRE) and Omnistudio components to support the addition of associated media placements to the media planning grid.
Set Up Custom Fields For the Digital Media Type: If you use product attributes to set up custom columns on the digital media planning grid, update the sfiAdsDigitalGrid Flexcard to include custom fields.
Set Up Custom Fields for the Radio Media Type: If you use product attributes to set up custom columns on the radio media planning grid, update the sfiAdsRadioParentGrid Flexcard to include custom fields.
Clear the Cache After Updating Ad Product Information: Every time a product is added to Advertising Sales Management, or data about an AdSpace Specification is changed, run the Clear Managed Platform Cache and Refresh Platform Cache jobs.
Configure Order Revision Grid for Media Plans: Customize the order revision grid to enable users to update media plan quote line items even after an order is created. Control the fields and actions on the grid by setting specific fields to be editable or read-only, and manage access to custom actions to meet flexible business requirements.
Learn About Configuring Order Revision Grid for Media Plans: A decision matrix table, which determines read-only fields and actions based on input parameters, determines the nature of fields and actions on the order revision grid. The items on the grid are displayed based on the data added to the decision matrix. Available custom actions on the grid are accessible to users by default.
Update Decision Matrix: Update the decision matrix to align input values with the order grid rows.
Update Attribute Order in Flexcards: The Flexcards for the media types use mediaType and osname as information for the sfiAdsDataGrid part of the Flexcard's pagination grid, which customizes the appearance and behavior of the order grid. Make sure that the mediaType attribute is placed at the end or after the osname attribute in the list of attributes in the Flexcard properties.
Update Integration Procedure: To reflect the changes that you made to the decision matrix, update the sfiAds_FetchMediaPlanGridConfiguration integration procedure with the details that you added to the decision matrix.
Create Accounts for Media Ad Sales: There are three account types that you can create in Advertising Sales Management: Advertiser, Agency, and Brand.
Create an Ad Server Account: An Ad Server Account record in Advertising Sales Management contains the advertiser, the ad server, and the account ad server identifier. This record captures the mapping of an account with an ad server.
Create an Ad Server Record: An Ad Server record in Advertising Sales Management includes the names of the ad server and application, network ID, allowed priority types, and named credential. Named credentials are a secure way to manage and authenticate external APIs or services.
Create an Ad Server User: After you have created an ad server account for your external ad server, create a User Ad Server record for every unique user in Advertising Sales Management.
Create an Ad Server User Record: An Ad Server User record in Advertising Sales Management contains information about the user, ad server, and User Ad Server Identifier.
Create a Media Opportunity: The first step in the order capture flow is to create an opportunity in Advertising Sales Management. An opportunity represents a pending deal. After you create an opportunity, you can create a media plan and submit the quote for approval.
Create and Submit a Media Plan for Approval: Create a media plan to organize your ad sales process in Advertising Sales Management. Submit the media plan quote for approval before generating the order.
Create and Submit an Ad Sales Order: After your quote is approved and your customer has signed the contract, create an order in Advertising Sales Management to track the ad products they purchased.
Create the DateRangeBasedRateTypes Custom Setting: Advertising Sales Management provides out-of-the-box rate types that you can configure with your products. You can now create your own rate types based on date ranges (such as Cost per Week or Cost per Day), in your Advertising Sales Management org.
Create the MediaAdSalesCustomRadioHandler Apex Class: The MediaAdSalesCustomRadioHandler Apex class fetches the units for a particular quote line item, and assigns custom properties, such as info, stausCode, and customClass, to the line item, according to the convertSplitsToRecords method in the Apex class.
Create the sfiAdsCustomRadioPaginationHandler Lightning Web Component: The sfiAdsCustomRadioPaginationHandler Lightning Web Component is an extension to the existing sfiAdsRadioPaginationHandler Lightning Web Component. Add your CSS-related updates to sfiAdsCustomRadioPaginationHandler.
Create the Omnistudio Data Mapper Bundle: Migrate OrchestrationItemDefinition components, create the Vlocity Data Bundles for the Google Ad Manager orchestration items to work.
Create the RateType Picklist: The RateType picklist defines the values that you can select for ad placements. Create a picklist for each media type: Digital, Radio, Print, and TV.
Customize the Radio Spot Calendar Style and Display: With Winter '25, you can customize the style and display of the spot calendar on the Radio planning grid. The styling of the cells depends on the adOmniCss.css component in the static resource files.
Customize the Optimized Fetch Products Feature: Customize the optimized Fetch Products feature to show fewer or more options in the dropdown list, to require fewer or more characters before products are suggested, and so on.
Run EPC Jobs: Before your pricing updates apply in the org, you must run the Product Hierarchy Maintenance and Clear Managed Platform Cache EPC jobs in your Advertising Sales Management org.
Design and Manage Your Media Plans (Managed Package): Learn how to create and manage media plans in Advertising Sales Management. Media Plans help you organize your ad sales opportunities into quotes that then go into contracts and orders.
Add Digital Ad Placements to Your Media Plan: Use the Digital tab in the Create Media Plan workflow in Advertising Sales Management to add digital ad placements to your media plan.
Disable Bulk Attribute Updates for Advertising Sales Management: In an Advertising Sales Management org running the Salesforce Industries Communications, Media, and Energy 242.7 release or later, bulk attribute updates are enabled by default. With this feature, you can update multiple attributes for a single placement at a time.
Disable Rounding Off on Requested Units in the Media Planning Grid: By default, Advertising Sales Management rounds off the number of requested ad units to the nearest factor of the specified unit of measure. Use the AdSalesCpqPricingVariableCalcHook and AdSalesPricingVariableCalc interface implementations to stop rounding off the requested ad units in the media planning grid.
Edit Flexcard Parameters: To make sure that the Flexcard parameters are in the correct sequence, edit these Flexcards to include mediaType and osname as attributes.
Edit the Style of the Radio Spot Calendar: The adOmniCss.css component is an unmanaged text file that you can edit, to customize the style of the radio spot calendar.
Enable the isProductFetchServerEnabled Custom Setting: Create the isProductFetchServerEnabled custom setting and enable it for the optimized Fetch Products feature to work in your Advertising Sales Management org along with Industries CPQ.
Enable the MuleSoft Application: After you have created the MuleSoft Custom Setting, enable the MuleSoft Application in your Advertising Sales Management org.
Enable the Optimized Fetch Products Feature: Improve the usability and response time of your Advertising Sales Management app by optimizing how products are fetched on the media planning grid.
Extend the Spot Calendar: Learn how to extend the spot calendar for Advertising Sales Management in Media Cloud.
Understand Google Ad Manager Integration with Advertising Sales Management: Advertising Sales Management with Google Ad Manager involves two integrations: a pre-built orchestration plan, and an integration procedure called Check Availability. Learn more about the integration details and expected integration workflow.
Generate an Ad Server Advertiser ID: When you create an account in Advertising Sales Management, you must generate an Adserver Advertiser ID to complete the orchestration process.
About Grouped Rate Cards Based on Demographic Codes: Advertising Sales Management provides some ready-to-use channel-based grouped rate cards out of the box. For these rate cards, the demographic code, either primary or secondary, is the group key.
Import Demographic Codes to Advertising Sales Management: A demographic code is unique for a specific combination of audience attributes. Specify a demographic code for your TV ad placements and make sure your advertisement reaches the intended target audience.
Integrate Google Ad Manager with Advertising Sales Management: Use Advertising Sales Management to efficiently manage advertising campaigns by centralizing and streamlining the process across multiple ad servers. To streamline the fulfillment process for direct-sold and programmatic advertising campaigns, you can integrate your Google Ad Manager with your Advertising Sales Management org.
Integrate Your External Ad Server with Advertising Sales Management: Complete the following tasks to set up your external ad server with MuleSoft Direct for Media Cloud and Advertising Sales Management. Out of the box, MuleSoft Direct for Media Cloud supports integration with external ad servers such as Google Ad Manager, xG Linear, FreeWheel, and Triton Digital.
Assign Lightning Pages in Your Target Org for Advertising Sales Management Winter '24: A Lightning record page is a collection of several components within a single web page. You must manually assign the correct Lightning page to the Media Channel, Opportunity, Quote, and Contract objects to make sure that each object has its unique record page and to fully leverage the features of Advertising Sales Management.
Assign Page Layouts in Your Target Org for Advertising Sales Management Winter '24: Page layouts define the fields, standard custom buttons, and related lists that a user can view and edit while entering data for a specific object. Assign page layouts for certain objects to fully leverage the features of Advertising Sales Management.
Activate FlexCards Post Migration for Advertising Sales Management: The Advertising Sales Management grid relies almost entirely on FlexCards for the grid configurations. The Lightning Web Components accept columns as attributes with configured JSON values. In the Spring '24 release, the session variables with the JSON values have been removed, and are passed directly to the Lightning Web Components, as an attribute value.
Upgrade Advertising Sales Management from Winter '26 to Spring '26: Advertising Sales Management upgrades automatically from Winter '26 to Spring '26, requiring no manual steps. The system preserves your existing data and configuration settings, and the upgrade causes no service interruption.
Upgrade Advertising Sales Management from Summer '26 to Winter '27: Advertising Sales Management upgrades automatically from Summer '26 to Winter '27, requiring no manual steps. Your existing data and configuration settings are preserved, and the upgrade causes no service interruption.
Modify a Media Plan Using Advertising Sales Management: In Advertising Sales Management, you can modify a media plan that is currently running on the ad server by either updating an existing media placement or adding a new media placement.
Associate a Product With an Ad Space Specification: To add your digital or TV product to the catalog in Advertising Sales Management, you must first associate a product with an ad space specification.
Create an Ad Space Specification Record: You must create an Ad Space Specification record for your content in Advertising Sales Management as part of setting up your product. Create an Ad Space Specification record either from within a Media Channel page or directly from Service Home.
Configure Permissions for Advertising Sales Management Users: Administrators, Sales Representatives. Ad Operations, and Media Planners are common types of Advertising Sales Management users. Learn about the recommended permissions for these users.
Add Print Ad Placements to Your Media Plan: Use the Print tab in the Create Media Plan workflow in Advertising Sales Management to add print ad placements to your media plan.
Associate a Publication With Issues: You can associate your publication with a single issue or with multiple issues either while setting up your print media product records.
Create a Publication: In Advertising Sales Management, create a publication for your print media placements. The publication can be a newspaper or magazine in which ads are placed.
Set Up Custom Fields for the Radio Media Type: After adding custom fields to the quote line item object, update Integration Procedures to show custom columns on the media planning grid for radio placements.
Revise an Ad Sales Order: Learn how to revise an Advertising Sales Management order that's in the In Progress or Approved state. If necessary, you can add or delete placements or even modify the quantities of different placements in your media plan.
Salesforce Billing Integration Component List: Advertising Sales Management integrates with Salesforce Billing, to enable you to easily generate and send invoices to your customers. Here is a list of core components used in the Advertising Sales Management and Salesforce Billing integration.
Save Media Placement Line Items as a Template: From the Create Media Plan workflow, you can save the media placements as a template. Use the saved template to import media placements for subsequent media plans.
Upgrade Advertising Sales Management Self-Care from Summer '22 to Winter '23: If you're already running Advertising Sales Management Self-Care Summer '22 and want to upgrade to Advertising Sales Management Winter '23, complete the steps outlined here. Use the alpha version of IDX Workbench to identify out-of-the-box unmanaged components to view the differences between your Summer '22 and Winter '23 orgs.
Deploy Advertising Sales Management Self-Care (Managed Package): Advertising Sales Management Self-Care empowers publishers to scale up their ad campaign operations. Through the customer portal, your customers can create Agency and Advertiser accounts, create media plans, monitor and modify their existing media campaigns.
Build the Customer Portal for Advertising Sales Management Self-Care: Use the Digital Experiences Platform to build your Advertising Sales Management Self-Care customer portal. Your customers use this site to create accounts and media plans, and to monitor and modify their ad campaign.
Create and Assign Audiences to the Self-Care Portal Navigation Menu: Advertising Sales Management Self-Care uses customized navigation menus. You must assign audiences to the navigation menus in the Digital Experiences Portal Builder to make sure that each user sees the appropriate menu options.
Advertising Sales Management Self-Care Data Model: Advertising Sales Management Self-Care uses some extensions to the Salesforce Industries Communications, Media, and Energy data model, along with some new objects, which have been introduced to the existing data model.
Use Advertising Sales Management Self-Care: Advertising Sales Management Self-Care consists of the admin console and the community portal. The actions you can perform from either site depends on your use role.
Set Up an Orchestration Plan for Ad Server Integration by Using MuleSoft: When the orders are placed in Advertising Sales Management, you need a reliable system to create and update these orders on the Ad Server. Use an Orchestration Plan, which is a structured workflow that automates the creation and update of orders on the Ad Server.
Integrate with Advertising Sales Management (Managed Package): Learn how to integrate Advertising Sales Management with external ad servers such as Google Ad Manager, xG Linear, FreeWheel, or Triton Digital, and how to integrate with Salesforce services such as Salesforce Billing and Data 360.
Set Up Budget Calculation: In a line item, you can enter a specific budget, impressions, or clicks. This allows you to tailor your strategies based on the resources allocated to each line item. This flexibility makes sure that you can improve the campaigns effectively, aligning the spending and engagement strategies with your overall business objectives.
Set Up Date Range Based Rate Types: Create the required picklists, add picklist values, and update object types to support the addition of rate types based on date ranges (such as Cost per Week or Cost per Day). You need to perform these steps only one time in your Advertising Sales Management org. If you’ve already performed any of these steps in your org, you can skip that particular step and proceed to the next step.
Set Up One Time Cost and One Time Charge: The One Time Cost and One Time Charge columns on the media planning grid are configured through the Vlocity Product Console.
Rate Card Setup: A rate card contains pricing information about media placements. Each publisher can set up multiple rate cards in the Advertising Sales Management app. When placements are added, an expression set determines which rate card is used in the media planning grid.
Update OmniStudio FlexCards for Advertising Sales Management: After you've migrated your Advertising Sales Management components, you must update the sequence of the OmniStudio FlexCard attributes for each media type, to parse the Configure Media Placements grid configuration.
Update Maximum Quantity Limit for a Product: In a line item, when the quantity exceeds the maximum quantity limit defined in the product, the effective requested units and effective quantity aren’t correctly updated. You must set a value higher than quantity for the maximum quantity in Vlocity Product Designer so the pricing model works as expected.
Update Product Attributes: Associate the product with a price list, and create a price list for the One Time Cost and One Time Cost Total fields.
Update Quote Context ID on Browser Refresh in Create Media Plan: In the Create Media Plan flow, when you enter the details on the Add & Configure Media Placement page and click Next, a quote is created and you’re directed to a page to configure the line items on the Grid. However, if the browser page is refreshed during line item configuration, you’re prompted to create another quote because the context ID still refers to the opportunity instead of the quote. Create a custom Lightning web component and add it to the Flexcard, so that the browser URL references the context ID of the quote.
Update the sfiAdsRadioParentGrid Flexcard: The sfiAdsRadioParentGrid Flexcard references the sfiAdsRadioPaginationHandler Lightning Web Component, by default. Replace sfiAdsRadioPaginationHandler with sfiAdsCustomRadioPaginationHandler.
Upgrade Advertising Sales Management Winter '24 Patch 246.13.900.522 to Winter '24 Patch 246.14.900.522.1: If you're already running Advertising Sales Management Winter '24 Patch 246.13.900.522, and want to upgrade to the Advertising Sales Management Winter '24 Patch 246.14.900.522.1 release, complete the steps outlined here. Use the Alpha version of IDX Workbench to identify out-of-the-box unmanaged components to view the differences between your source and target orgs.
Upgrade Advertising Sales Management Winter '24 Patch 246.7.900.518 to Winter '24 Patch 246.13.900.522: If you're already running Advertising Sales Management Winter '24 Patch 246.7.900.518, and want to upgrade to the Advertising Sales Management Winter '24 Patch 246.13.900.522 release, complete the steps outlined here. Use the Alpha version of IDX Workbench to identify out-of-the-box unmanaged components to view the differences between your source and target orgs.
Fully Qualified Namespace Requirement for Package Classes: Apply fully qualified namespaces to both built-in and custom Integration Procedures and Data Mappers to ensure uninterrupted remote action calls in Omnistudio Standard Runtime. Including the required namespace prevents class-not-found errors during remote action calls in Omnistudio. Use fully qualified names for all invoked package classes to ensure uninterrupted updates for line items and other built-in components.
Upgrade From Advertising Sales Management Summer '23 to Winter '24: If you're already running Advertising Sales Management Summer '23, and want to upgrade to Advertising Sales Management Winter '24, complete the steps outlined here. Use the Alpha version of IDX Workbench to identify out-of-the-box unmanaged components to view the differences between your Summer '23 and Winter '24 orgs.
Upgrade From Advertising Sales Management Winter '24 to Winter '24 Patch 246.7.900.518: If you're already running Advertising Sales Management Winter '24, and want to upgrade to the Advertising Sales Management Winter '24 Patch 246.7.900.518 release, complete the steps outlined here. Use the Alpha version of IDX Workbench to identify out-of-the-box unmanaged components to view the differences between your Winter '24 and Winter '24 Patch release orgs.
Set Up Media Ad Sales Data (Managed Package): Learn how to build out your ad sales data for Advertising Sales Management and begin to sell, book, and monetize your multimedia advertising campaigns effectively and efficiently.
Use Salesforce CPQ Context Rules to Fetch Products: Salesforce CPQ's context rules are used to retrieve Digital media products. To enable context rules to fetch digital media products, you must create a data mapper, configure an integration procedure, and then ensure that the isProductFetchServerEnabled custom setting is configured.
Verify Vlocity Integration Setting Custom Metadata Type: Custom metadata types are configuration objects whose records are metadata rather than data. The Vlocity Integration Setting custom metadata type uses the Named Credential created while setting up Google Ad Manager, and are used by DataRaptors while preparing the payload during the callout to the external ad server.
Media Cloud Consultant Learning Journey: This learning journey is for anyone in a business role with a focus on the media and entertainment industries. The journey guides you through all of the Salesforce Industries product training courses and certifications that you need to consult on a Media Cloud implementation project.
Media Cloud Developer Learning Journey: This learning journey is for anyone in a technical role with a focus on the media and entertainment industries. The journey guides you through all of the Salesforce Industries product training courses and certifications that you need to work on a Media Cloud implementation project.
Media Cloud Learning Journeys: Learning journeys guide you to the best learning content to skill up for success in your implementation projects. Learning journeys are organized by cloud and by role, and include a mix of Trailhead modules, projects, trails, trailmixes, superbadges, and certifications as well as Trailhead Academy classes.
Consumption Forecasting for Media: Consumption Forecasting enables sales teams to predict revenue for future periods based on the actual revenue from past and ongoing advertisement campaign opportunities. For example, the revenue realized for opportunity product schedules can drive the forecasts. Admins can set up Consumption Forecasting to work with either the standard fiscal year or custom fiscal years, such as ones modeled on the broadcast calendar. Based on the sales team's requirements, the admin can configure different forecast types and leverage Data 360 to generate forecasts using information from external billing systems.
Deploy Flexcards by Using Omnistudio Build Tool: The Omnistudio Build Tool (formerly Vlocity Build Tool or VBT) is a node.js command-line automation tool that packages and deploys Salesforce data packs in a source-control-friendly format. If Omnistudio is enabled in your Salesforce org, you can use this tool to deploy the Flexcards.
Enable Custom Settings for MuleSoft: Custom settings are similar to custom objects. Application developers can create custom sets of data and associate custom data with an organization, profile, or specific user. All custom settings data is exposed in the application cache. This enables efficient access without the cost of repeated queries to the database.
Get Started with Media Cloud: Media Cloud saves time and money by automating media sales processes, leverages AI to scale personalization, and integrates all your audience data in real time. Explore Media Cloud, learn about the core features, and how to plan your implementation.
Learn About Media Cloud: Explore the major features of Salesforce Industries Media Cloud. Media Cloud extends the digital omnichannel capabilities of Salesforce by providing applications, features, and components to help your company to improve sales and provide excellent customer service.
Plan Your Media Cloud Implementation: Before you implement Media Cloud, learn about its features, fill in knowledge gaps, build your team, and map out your implementation timeline.
Request for Proposals Management: Request for Proposal (RFP) management in Media Cloud helps your sales team move from disconnected emails and documents to an AI-assisted workflow. Centralize requests for proposals (RFPs), use AI to create structured summaries, and track changes as RFP documents evolve.
Create or Open a Request for Proposal Record: Create a Request for Proposal (RFP) record from the account or another supported parent record associated with the deal. If an RFP record exists, open it instead.
Upload the Request for Proposal Documents: Add the documents that contain the information you want AI to extract. You can upload up to five files to a Request for Proposal (RFP), and each file can be up to 10 MB.
Extract Request for Proposal Details with AI: Specify whether to extract all supported Request for Proposal (RFP) details or only the fields you need. If the RFP has multiple documents or document versions, you can also limit extraction to specific files.
Configure Custom Field Extraction for Request for Proposal Management: Request for Proposal Management (RFP) management uses AI to read an uploaded RFP and extract key details into a summary record. By default, the AI extracts a standard set of data points. When your business needs additional information from every RFP, you can add custom fields and instruct the AI to populate them.
Submit a Request for Proposal by Email: Send an RFP and its source documents to your organization’s designated Request for Proposal (RFP) email address. Salesforce creates the underlying records and sends you a confirmation with a link to the RFP. This integration uses Salesforce Email-to-Case. Salesforce associates the entire email thread with the RFP and adds it as a PDF document under Files. AI can then include message-body details, such as budget requirements, in the summary.
Export a Request for Proposal Summary: Export the active Request for Proposal (RFP) summary for offline review or to share with stakeholders who don’t have Salesforce access. Proposal-writing teams can also use it as a starting point.
Set Up Request for Proposal Management: Before your sellers can capture and work with Request for Proposal (RFP) records, complete these setup tasks. They grant users access, connect incoming email to your RFP records, and customize AI extraction to your business.
Set up Email-To-Case for Request for Proposal Management: Configure Email-to-Case to capture messages sent to your designated Request for Proposal (RFP) email address and convert them into RFP records. This setup defines the RFP email address and routes incoming emails to the RFP records that your sellers work with.
Update Request for Proposal Summary and Compare Versions: When you receive revised requirements or more source material, extract the Request for Proposal (RFP) again. Compare the newly extracted values with the current summary, select the values to retain, and save them as a new version.
Update the AI Prompt Template for Request for Proposal: Add each custom field to the Request for Proposal Summary prompt. The AI then identifies and extracts the corresponding data point from the uploaded Request for Proposal (RFP).
Create and Manage a Request for Proposal: Manage Request for proposals (RFP) by creating or opening an RFP record, uploading source documents, and by using generative AI to extract key details. Review and correct the AI-generated summary and create versions as the RFP evolves.
Revenue Schedules for Media: Revenue Schedules for Media empowers publishing companies to generate revenue schedules based on the broadcast or the Gregorian calendar and split forecasted revenue across months equally or in proration. Sales teams can easily track the revenue that's generated across months and adjust forecasts for forward looking amounts based on previous performance.
Learn about Revenue Schedules for Media.: Understand the rolesand the workflow for Revenue Schedules for Media. Familiarize yourself with the industry-standard data model that powers Revenue Schedules for Media and the key terms that you come across when implementing, setting up, and managing revenue schedules.
Revenue Schedules for Media Data Model: The Revenue Schedules for Media data model includes objects and fields that publishers can use to store and manage information about planned and actual revenue for opportunities and their products across broadcast or Gregorian calendar months. The data model is built with industry-wide best practices, and you can adapt and extend the data model to meet your company’s unique needs.
Adjusted Amount Calculation Logic for Revenue Schedules for Media: When orders are executed, the actual amounts can differ across months. Based on either of the booked, delivered, and billed amounts from previous months, the sales team can automatically get the adjusted amounts for the future schedules. Learn about how adjusted amount is calculated in different scenarios.
Revenue Schedule Generation Logic for Media: Sales teams can generate different types of revenue schedules based on their requirements. For example, sales teams can generate revenue schedules based on either the broadcast or the Gregorian calendar, and can decide whether opportunity product budget is split across opportunity product schedules equally or in proration. Learn about how Media Cloud generates schedules and calculates budgets for different configurations.
Key Terms in Revenue Schedules for Media: Familiarize yourself with the collection of terms that you come across while implementing or using Revenue Schedules for Media.
Revenue Schedules for Media Workflow: The workflow of Revenue Schedules for Media primarily involves members of the sales team. Before working with Revenue Schedules for Media, understand its typical workflow.
Work with Revenue Schedules: Learn about the various ways in which sales team members can generate revenue schedules for opportunities, track actual revenue, and adjust projections based on actual revenue.
Actual Amount Handling Strategies in Revenue Schedules for Media: When a publisher executes on a committed order for an opportunity, the actual amounts booked, delivered, and billed to the advertiser may differ at different times of the order tenure. Publishers can choose to manage information about actual amounts in an external billing system or as part of their implementation in their Salesforce instance. Depending on how the publisher decides to manage their actual amounts, either the admin or the system integrator can set up a process to bring back the actual amount information in real-time or in batches in to the revenue schedules.
Explore Revenue Schedule Lightning Component for Media: While generating revenue schedules and managing revenue schedules, sales team members primarily work out of the Revenue Schedule Lightning component. The sales team must understand how to work with the component on opportunities before they start generating revenue schedules.
Prerequisites to Generate Revenue Schedules: Before sales managers and sales reps generate revenue schedules, they must make sure admins have completed the required set up and that opportunities and products for generating revenue schedules are correctly configured.
Understand How Revenue Schedules Work for Media: Revenue Schedules for Media is designed to minimize the effort of sales teams in forecasting and tracking revenue for opportunities. To enable sales teams to enhance their efficiency, there are automated processes that run behind-the-scenes.
Revenue Schedule Lightning Component for Media: The Revenue Schedule Lightning Component is the primary component that sales teams interact with when generating and managing revenue schedules for opportunities. Admins must add the component to Opportunity page layouts that the company's sales teams have access to.
Set Default Preferences for Revenue Schedule for Media: Admins can decide the default selections and behavior of the Revenue Schedule component. These default help sales teams generate and manage revenue schedules with minimal clicks. The defaults that admins configure are applicable for everyone who uses the Revenue Schedule component.
Flows for Revenue Schedules for Media: Revenue Schedules for Media provides preconfigured flows to create or update ad opportunities and ad opportunity product records. These flows automate the process of creating the required records for media business-specific revenue schedules. Admins must activate the preconfigured flows. Based on the company's business requirements, admins can customize and extend the flows based on their requirements.
Role-Based Permissions for Revenue Schedules for Media: Admins provide users access to capabilities based on the user's role in the company. In a publishing company, admins must ensure they have the required permissions to set up Revenue Schedules for Media and provide the sales team permissions that they require to generate and manage revenue schedules.
Assign Permissions to System Admins for Revenue Schedules for Media: Assign admins the permissions that they require to set up revenue schedules, add opportunity teams, manage picklist values and page layouts, set default revenue schedule preferences, and activate preconfigured flows.
Revenue Scheduling Support for Products: Sales teams can only generate revenue schedules for products that have revenue scheduling enabled. If revenue scheduling isn't enabled for a product, sales teams can't generate revenue schedules for opportunities that consist of the product. To help sales teams save time, admins can automate the process of turning on revenue scheduling for new and existing products.
Discover Media Cloud Features with Salesforce Go: Dive into the world of Media Cloud with a streamlined discovery. Enhance your knowledge and get involved with various content resources, including videos, online tours, Trailhead modules, and Salesforce Help articles. These resources guide you through understanding and configuring the features to suit your needs. Depending on your Salesforce edition, you can explore a range of Media Cloud features and add-on licenses. If you have the Your Account app activated, you can purchase add-on licenses for certain products directly from Salesforce Go, making it quick and convenient.
Install and Set Up Industries CPQ and EPC (Managed Package): To set up Media Cloud, start with installing and setting up the Communication, Media, and Energy & Utilities Cloud (CME) managed package. Installing this package is required to use Media Cloud.
Add Subscribers to a Quote or Order: After you create a quote or order, add subscribers to the quote or order. Add subscribers by manually entering the subscriber details or by using a CSV file.
Assign Products to Subscribers in a Quote or Order in Subscriber Lifecycle Management: After adding subscribers to a quote or order, browse catalogs and add products. Based on the subscribers’ selection, browse and assign the products available to all the selected subscribers at once, rather than individually. This streamlines the process when multiple subscribers require the same offer, improving quote line item and order line item scalability and performance.
Create a Rule Library for Promotions: A rule library maps context definition tags to the fields used to define promotions and promotion eligibility criteria. Create a rule library for pricing designers to use when they create promotions.
Create an Order from a Quote with Subscribers: Create one or multiple, independent orders from a single quote that contains subscribers. When you create an order from a quote, the subscriber information and product assignments are transferred to the order.
Design Promotions in Subscriber Lifecycle Management: Use Subscriber Lifecycle Management to create promotions that help acquire new subscribers or engage existing ones. Configure promotions for simple products, bundles, or product categories by defining the promotion type, duration, eligibility criteria, and applicable channels. For manual promotions, add coupons to support targeted redemption.
Manage Advanced Stackability for Promotions: Apply the promotions that a customer is eligible for on a quote or an order, and review which promotions applied and in what order.
Manage Coupon-Based Promotions: Enter a valid coupon code to apply a coupon-based promotion to a quote or an order. A coupon-based promotion can apply to either a simple or a term-based promotion.
Manage Linear Relationships: When a product relies on another product, link them on the quote or order so the dependency stays accurate through ordering, activation, and amendments.
Manage Promotions in Subscriber Lifecycle Management: Promotions are a powerful tool for businesses to influence purchasing decisions and stimulate growth. Sales reps can view simple and term-based promotions applicable to a product on the Catalogs page. Apply these promotions to quotes and orders during the configuration process from the Sales Transaction Line Editor or Configurator. With term-based promotions, sales reps can apply a discount across a set number of terms and hold the customer to a commitment period. They can also view the reward duration and discount for each buying option before adding a product. The price waterfall shows real-time price adjustments that reflect the discounts. Sales reps can view applied promotions on assets, and efficiently manage products with promotions through amendment, renewal, and cancellation processes. For term-based promotions, the promotions available during an amendment depend on the pricing source of the asset.
Manage Your Subscriber Group in a Quote or Order: Groups are useful when you have a large number of subscribers who need the same products. Create a group of subscribers and apply the same configurations to an entire set without applying the offer to each subscriber individually. This streamlines the process when multiple subscribers need the same configuration, improving the scalability and performance of quote line items or order line items.
Map the Custom Field in Product Discovery Context Definition: Sales reps can select the channels customers use to qualify for a promotion. You can also select multiple channels for the promotion. To show promotions based on channels on the Browse Catalogs page, map the custom field to your product discovery context definition.
Multisubscriber Quoting in Subscriber Lifecycle Management: To improve the accuracy of your sales cycles, manage subscriber-based quotes and orders for new and existing customers. To increase performance and efficiency, manage offers for multiple subscribers without cloning individual offers. Improve productivity by creating, configuring, and applying offers to empty subscriber groups. Create multiple orders from a single quote based on criteria, such as subscribers or fields.
Set Up Multi-Subscribers in Subscriber Lifecycle Management: Manage quotes and orders across multiple subscribers or subscriber groups with Multi-Subscribers in subscriber lifecycle management. Assign permission sets, enable org settings, and add the Subscribers tab to a quote or order record page.
Rule Library Mappings: Here's the list of mapping names and the tags in the default ConsumerSalesContext context definition that they map to.
Set Up Linear Relationships: A linear relationship links two products that rely on each other. Configure the feature, page components, and Relies On rules that link dependent products across quotes, orders, and assets.
Set Up Promotion Groups and Evaluation Methods: Create promotions, organize them into custom child groups, and set the evaluation method for each group to control which promotions can be applied together.
Set Up Promotions in Subscriber Lifecycle Management: Promotions help you acquire new customers, drive product sales, and increase business revenue. Create targeted discounts for diverse customer segments, define eligibility criteria, and control the timing and channels where promotions apply.
Cart Management and Order Fulfillment for Consumer Sales in Subscriber Lifecycle Management: Consumer Sales for business-to-consumer (B2C) provides a comprehensive solution for residential and small business users. Built on the Salesforce Platform, this setup empowers admins and developers to capitalize on the growing subscription market by using an enhanced cart-to-asset sales journey.
Manage Anonymous Consumer Journeys by Using Consumer Sales Business APIs: To offer a seamless and consistent customer management experience for business-to-consumer (B2C) engagements, integrate Consumer Sales with Subscriber Lifecycle Management. This integration helps for effective management of cart-based journeys for residential and small business unauthenticated end users that have an integration user profile.
Set Up and Design Promotions in Subscriber Lifecycle Management: Optimize revenue in consumer sales to set up automated, behavior-based promotions, such as discounts. To drive conversions, tailor these offers for specific products or bundles across email, SMS, and push notifications, and define clear schedules and qualification rules.
Set Up Cart Management and Order Fulfillment for Consumer Sales in Subscriber Lifecycle Management: Consumer Sales in Subscriber Lifecycle Management provides APIs to manage your business-to-consumer (B2C) sales journey. By deploying the API-first Cart-to-Asset experience, you enable a seamless digital journey for anonymous shoppers. An anonymous shopper with an integration user profile can easily find, configure, and purchase products. This task involves using a suite of Connect REST APIs, persistent cart functionality, and standard Salesforce objects to create a consistent, high-volume customer management experience that boosts acquisition and streamlines industry-specific sales workflows.
Capabilities of Subscriber Lifecycle Management for Media: Subscriber Lifecycle Management (SLM) delivers capabilities across B2B and B2C commerce to address the full spectrum of media business models. B2B features simplify complex enterprise deals by handling multi-location and multi-subscriber quoting under unified agreements. It reduces the effort required to manage large-scale media advertising and corporate subscription contracts. Headless B2C features provide API-driven subscriber journeys with built-in support for promotions, in-flight order modifications, and end-to-end lifecycle management. The feature enables streamlined experiences from acquisition through renewal.
Multilocation Quotes for Media: Simplify the complex process of managing quotes and orders with multilocation quoting. Streamline sales operations by applying uniform product configurations and pricing to distinct location groups simultaneously, rather than creating repetitive records for every address. Accelerate deal cycles involving widespread infrastructure, and remove the manual effort needed when quoting individual locations.
Add a Location to a Group: Add a customer location to a location group to streamline large-scale quoting. Enable bulk application of products, pricing, and qualification rules to logical subsets of sites. Reduce manual effort and processing time to create quotes.
Add a Location to Your Quote: Add a customer location to your quote. You can include this location among other locations in your final order for the customer.
Configure Pricing Procedure: Update the context definition for your pricing procedure to make sure that it references the correct data structure for multi-recipient product discovery.
Configure Qualification Rules Procedure: Update the context definition for your qualification rules procedure to make sure that it references the correct data structure for multi-recipient product discovery.
Create Groups of Multiple Locations: Group all your locations into specific groups in your quote. Your customers can create single, complex quotes for businesses in multiple locations.
Set Up the Multilocation Quotes Feature: Set up the multilocation quotes feature to help your customers create complex quotes for products in multiple locations. The process involves assigning permissions, updating quote and order record pages, and establishing the inherent logic for pricing and qualification procedures. It also covers the Product Discovery setup, ensuring sales teams can efficiently match media products to specific locations in a unified workflow.
Multilocation Quotes Workflow: The multilocation feature enables sales managers to create and manage a single parent quote that covers all recipient locations simultaneously. Bulk configurations and consistent pricing across service tiers drive efficiency while minimizing discrepancies between locations.
Quote Management and Order Fulfillment in Subscriber Lifecycle Management: Quote management and order fulfillment in Subscriber Lifecycle Management helps media sales representatives streamline sales processes, manage complex product catalogs, and drive revenue growth through intelligent quote-to-order management. Generate accurate quotes and convert them to orders seamlessly while tracking subscription terms and service commitments in a unified transaction flow. To provide a consistent user experience, the quote and order record pages use the Sales Transaction Line Editor — a centralized workspace where sales reps can manage complex transactions, view and edit order details, track fulfillment status, and handle modifications before final submission.
Subscriber Lifecycle Management for Media: Manage the full subscriber lifecycle with purpose-built capabilities for B2B media sales and headless B2C commerce, built on the foundation of Salesforce Revenue Cloud.
WideOrbit WO Traffic Integration: Ad publishers can streamline the process of managing advertiser and agency accounts for local television and radio stations in Salesforce Media Cloud and WideOrbit WO Traffic by using a prebuilt MuleSoft Direct app or business APIs.
Set Up WideOrbit WO Traffic Integration: Before your sales team can sync advertiser and agency data between Salesforce and WO Traffic by using MuleSoft Direct, admins must complete a set of prerequisites.
Enable Data Sync for Active Advertisers and Agencies: Create a custom field of the type picklist on the Account object to enable sales reps to mark advertiser and agency accounts that are active. With the new picklist field, system integrators can ensure that account data for only the active advertisers and agencies is synced from Salesforce to WO Traffic.
Ways to Integrate Media Cloud with WideOrbit WO Traffic: Salesforce provides two ways in which publishers can connect their Salesforce instance with their WideOrbit WO Traffic instance. If your company has an instance of MuleSoft, you can connect Media Cloud with WO Traffic by using the prebuilt Media External Account WideOrbit Integrations API MuleSoft app. Or, use business APIs to send data from Salesforce to WO Traffic and receive data from WO Traffic.
Business APIs to Integrate Media Cloud with WideOrbit WO Traffic: System integrators can use two standard business APIs to sync an account and its related data from Salesforce to WideOrbit WO Traffic and vice versa. They can integrate the APIs to sync data on-demand or at scheduled intervals.
Use Medication Management: Health Cloud helps you reduce medication-related errors by providing you with the tools you need to develop a curated list of current medications; review medications with the patient; make clinical decisions and recommendations based on the review; and communicate the recommendations to the patient and the patient’s prescriber.
Manage Medication Recommendations for Patients: Use the Recommendations section to see a consolidated list of recommendations that you added during the current medication reconciliation. From here, you can create, change, or remove a recommendation, or add more specifics to a recommendation such as notes for the provider and patient.
Comprehensive Medication Review: Comprehensive Medication Review is a yearly, all-inclusive review of an enrolled patient. The structured and extensive evaluation process thoroughly analyzes all of a patient's active medications and relevant medical conditions. Patients are assigned to-do lists with action items to help improve their health outcomes.
Conduct a Medication Therapy Review For Your Patients: Work together with your patients to improve their knowledge about their active medications and empower them to take ownership of their health with medication therapy reviews. You can conduct either a comprehensive or targeted medication review for your patient.
Medication Therapy Management: Medication Therapy Management offers a broad range of healthcare services to help patients optimize their medication regimens for the best possible therapeutic outcomes and reduced healthcare costs.
Detect Clinical Issues with Patient’s Medications: Proactively prevent medication-related adverse events and enhance patient safety by identifying any actual or potential clinical issues with your patient’s medications or treatment. When you detect clinical issues, such as incorrect dosage or treatment frequency, inform your patients and help them understand their medications and treatment better.
Review Your Patient’s Active Medications: Review and verify the safety of all of your patient’s active medications to help improve health outcomes. Help your patients understand their medications better and address any of their concerns during the medication therapy review.
Assign To-Do Lists to Address Patient Issues: Partnering with patients and helping them play an active role in their healthcare is essential in comprehensive medication reviews. By identifying a patient’s issues and assigning patient-specific action items, you can help to mitigate the issue, enhance patient self-care, and improve patient satisfaction.
Reconcile a Patient’s Medications: Efficiently manage and reconcile a patient’s medications list using the Medication Reconciliation tab of the Patient Medication Manager lightning component. You can easily review the patient’s medication information, identify errors, and add recommendations and notes, all from one place.
Medication Reconciliation: With more than 40 percent of medication errors believed to result from inadequate medication reconciliation, it’s critical that you perform a thorough medication reconciliation during transitions of patient care. Medication reconciliation is a comprehensive evaluation of a patient’s medication regimen achieved by comparing the patient’s current and previous medication lists. The process helps identify if the patient is taking any new medication, using non-prescription drugs, or has changed previous medications.
Targeted Medication Review: Targeted Medication Review is a focused review that identifies actual or potential problems with specific medications in the patient’s medication regimen. The review’s ongoing monitoring approach is a cost-effective option that helps to identify and proactively prevent or resolve medication issues.
Use Medication Review: Medication-related errors affect millions of people around the world every year, resulting in undesirable health outcomes and increased costs to both patients and payers. As a clinician, Medication Review can help you reduce these medication-related errors by providing you with the tools you need to efficiently manage your patient’s medications.
Add Medications by Using the Add Patient Medication Flow: You can add medications for your patients using the Patient Medication Manager lightning component. Use the Add Patient Medication flow to create medication-related records, such as Medication, Medication Statement, Patient Medication Dosage. This flow is also integrated with RxNorm so that a portion of this data entry is automated, making things easier for you.
Using Medication Review: Health Cloud offers Medication Review as a lightning component on Person Account record pages that your admin must configure for you. This component has built-in flows that are integrated with RxNorm, making it easier for you to reduce errors while recording medication-related data. Your admin can also provide custom flows to fit your specific work patterns.
Enable Intelligent Appointment Management: Turn on Intelligent Appointment Management settings to get started with Intelligent Appointment Management. Follow guided setup steps that walk you through basic data setup and additional tasks such as connecting to Salesforce Scheduler or an external scheduling system. You can also optionally set up features such as patient self-scheduling and advanced mutli-step scheduling.
Mega Events: Mega events mark major public events or holidays and serve as reference points for promotion planning. They aren't anchored to a customer and aren't run like other promotions.
Deploy Advanced Account Forecasting Analytics for Manufacturing: Use the Advanced Account Forecasting Analytics for Manufacturing app to gain insights into your forecast data and develop accurate forecasts to optimize your production and operations. Deploy Advanced Account Forecasting Analytics for Manufacturing by assigning permissions, enabling CRM Analytics, and creating and sharing the analytics app for your users.
Enable CRM Analytics: Before you create the Advanced Account Forecasting Analytics for Manufacturing app, enable CRM Analytics in your org.
Run Data Processing Engine Definitions for Advanced Account Forecasting: Run a data processing engine (DPE) definition for Advanced Account Forecasting from the definition’s builder. Specify the input variables that are used for the run, such as forecast set ID. After you run the definition, the results are written back to the writeback objects in the definition, such as Advanced Account Forecast Fact.
Generate Forecasts for Product Categories: Extend the default Data Processing Engine templates that work with Advanced Account Forecasting to generate forecasts at any level in the product category hierarchy. Help your account managers, regional managers, and financial analysts get better demand visibility. View granular forecasts that help you identify high and low performers in each product category.
Run DPE Definitions Using Flows to Generate Forecasts for Product Categories: The Advanced Account Forecast Product Category package includes schedule-triggered flows and screen flows to run the provided Data Processing Engine (DPE) definitions. After configuring the package assets, use the flows to run the DPE definitions to generate forecasts at the product category level.
Set Up Advanced Account Forecast Product Category: To work with Advanced Account Forecast Product Category, set up and configure the provided components that you installed from the Learning trial org packages.
Generate Forecasts for Key Revenue Measures: Extend the default Data Processing Engine templates that work with Advanced Account Forecasting to allow your users to view forecasts for key revenue measures. Help your account managers, regional managers, and financial analysts understand the key revenue measures to improve sales and manage gross margin percentage at a product level. View forecasts for revenue measures along with net profit and sales visibility at a product level and take the steps required to improve profitability.
Run DPE Definitions Using Flows to Generate Forecasts for Key Revenue Measures: The Advanced Account Forecast Product Category package includes schedule-triggered flows and screen flows to run Data Processing Engine (DPE) definitions. You can customize these flows to run the DPE definitions to generate forecasts for key revenue measures.
Permissions and Security Settings for Advanced Account Forecasting: Assign the required permissions to users to set up and use Advanced Account Forecasting. Create sharing rules to give users the required access to the forecasting records. Set field-level security to grant users separate levels of access to forecast values.
Use Advanced Account Forecasting Analytics for Manufacturing: Use the dashboards in the Advanced Account Forecasting Analytics for Manufacturing app to analyze your forecast data and develop accurate forecasts to optimize your production and operations.
Workflow for Advanced Account Forecasting: Salesforce admins configure feature and security settings for Advanced Account Forecasting, define dimension sources and period groups, create forecast sets, and configure forecast calculation mechanisms. They can set up Experience Cloud sites to help partners track forecasts. Users can track, filter, and edit forecasts.
Install the Account Hierarchy Custom Fields and Permissions Prebuilt App Package: To get access to custom fields, permission sets, dimension sources, and apex classes and triggers for the Calculate Forecasts for Accounts in a Hierarchy prebuilt app, first install an unmanaged package in Salesforce. The custom fields are added to the Advanced Account Forecast Fact object when you install the package. The permission set can be assigned to admins and account managers who manage forecasts.
Install the Account Hierarchy DPEs and Forecast Set Prebuilt App Package: To get access to Data Processing Engine templates, a sample forecast set, and a sample period group for the Calculate Forecasts for Accounts in a Hierarchy prebuilt app, first install an unmanaged package in Salesforce. You can clone the Data Processing Engine templates and activate the new definitions after you install the package. The period group and the forecast set can be edited as per your business requirements.
Configure the Sample Forecast Set for Account Hierarchy: After you install the Account Hierarchy DPEs and Forecast Set package in your Salesforce org, edit the sample forecast set that’s included as a component in the package. You must clone the Data Processing Engine (DPE) templates that are also part of the package to create and activate DPE definitions. You can then select these definitions in the sample forecast set, and make other changes as required. For example, you can add custom measures, add forecast dimensions, define additional forecast adjustment periods, and more.
Calculate Forecasts for Accounts in a Hierarchy: Generate forecasts for all accounts in a hierarchy and see the rolled up forecast values at a parent account level. Use Data Processing Engine templates, custom fields, and a sample forecast set to calculate and roll over forecast for all child accounts and display the cumulative data at the parent account level. Empower your country managers, regional managers, and account managers to collaborate on forecasts and review the adjusted values.
Action Plans in Manufacturing Cloud: Capture repeatable business processes, such as asset maintenance, order delivery, and warranty claim processing, in reusable task templates..
Install the Actuals Calculation Field and Permission Set Prebuilt App Package: To get access to a custom field and a permission set for the Calculate Actuals Using Data Processing Engine prebuilt app, first install an unmanaged package in Salesforce. The custom field Calculate actual values using DPE can be added to the Sales Agreement record page layout. The permission set Data Processing Engine Based Actuals Calculation for Sales Agreements can be assigned to admins, account managers, and sales managers who manage sales agreements.
Calculate Actuals for Sales Agreements Using the Data Processing Engine: The Calculate Actuals Using Data Processing Engine prebuilt app helps you automatically calculate actual quantity and actual revenue of sales agreements using a Data Processing Engine definition. You can calculate actual quantities and revenues for past, current, and future schedules of one or more sales agreements. You can also specify the status of orders that are considered for the calculation. You can also schedule the calculation via a predefined scheduled flow, and customize the actuals calculation logic by customizing the predefined Data Processing Engine template.
Assign Permission Sets to Users for Using the Actuals Calculation Prebuilt App: After you deploy the Actuals Calculation Field and Permission Set package in your org, assign the Data Processing Engine Based Actuals Calculation for Sales Agreements permission set to your users as required. Make sure you assign the permission to the admin users and integration users at a minimum.
Install the Actuals Calculation Flow and DPE Prebuilt App Package: To get access to a Data Processing Engine template and a scheduled flow template for the Calculate Actuals Using Data Processing Engine prebuilt app, install an unmanaged package in Salesforce. The Data Processing Engine template Calculate Actual Products Quantity Revenue can be cloned and activated for use. The Calculate Actual Products Quantity Revenue Scheduled Flow can be saved and activated for use.
Deploy CRM Analytics for Manufacturing: CRM Analytics for Manufacturing lets account managers visualize all aspects of their business to keep them on top of sales agreements, orders, and contracts.
Data Required to Create the Analytics for Manufacturing App: Before you create Analytics for Manufacturing app, ensure that your data meets these specific requirements. Otherwise, the data fails the CRM Analytics check and you see an error message.
Deploy Statistical Order Forecasting Predictions for Manufacturing: Use statistical order forecasting predictions for advanced account forecast sets. These predictions are generated using the Multiplicative model of time series forecasting. The statistically predicted forecast data includes order quantity values and order revenue values with a confidence level of 95%. With the out-of-the-box (OOTB) template, you can define dimensions and period groups that require forecast data.
Add the Order Forecasting Dashboard to the Home Page: Show interactive visualizations of statistical order forecasting data for advanced account forecast sets by adding the Statistical Order Forecasting dashboard to the Manufacturing Home page.
Create the Order Forecasting for Manufacturing App: Generate statistical order forecasting for advanced account forecast sets using a custom app. With the Order Forecasting for Manufacturing template, you can create a custom app to deploy a preconfigured recipe that generates statistical order forecasts. The preconfigured recipe uses a Time Series Forecasting Transformation node with the Multiplicative model to generate these forecasts.
Out-of-the-Box Recipe: Salesforce provides a customizable, out-of-the-box Order Forecasting for Manufacturing recipe that generates statistical order forecasts for advanced account forecast sets. The forecasting is based on accounts, orders, products, product categories, periods, and advanced account forecast set partners.
Schedule the Dataflow for the App: The app creation process includes a dataflow that imports the latest data to CRM Analytics. Schedule the app to refresh daily to ensure that it uses up-to-date data.
Enable CRM Analytics: Before you create an app from the CRM Analytics for Manufacturing template, enable CRM Analytics in your Salesforce org.
Enable the Default Analytics Dashboard for Manufacturing (Beta): Key account managers can compare planned and actual revenue values, understand account performance, and track planned revenue from sales agreements with the Default Analytics Dashboard. Enable the dashboard so that key account managers can view it on the Manufacturing home page.
Edit Multi-Line Layouts for Sales Agreement Products: When an account manager adds a product to a sales agreement from a price book, they specify the quantities and prices for the product in the Edit Selected Sales Agreement Products window. In this window, each sales agreement metric is shown as a column. Salesforce admins can add, remove, and reposition the columns that are shown on the Edit Selected Sales Agreement Products window by customizing the multi-line layout of the Sales Agreement Product object. Admins can also add custom metrics to the multi-line layout.
Learn About Manufacturing Cloud and Explore: Learn how Manufacturing Cloud can help your business and customers. Understand its core functionality, create a trial org, and learn how to get started.
Service Console for Manufacturing: The Service Console for Manufacturing ties together powerful components that elevate the productivity of customer service representatives (CSRs) and present a 360-degree view of the customer. The console can help CSRs quickly resolve customer cases, proactively address issues, and take advantage of upsell opportunities, like warranty renewals and related subscriptions.
Advanced Exchange for Manufacturing Cloud: Advanced Exchange simplifies the process of handling return and replacement requests for defective products or parts. Field technicians or service managers can efficiently capture product details and initiate both return and replacement in one seamless workflow—helping maintain smooth operations with minimal disruption.
Advanced Orders for Telesales for Manufacturing: Lets telesales reps capture high-volume B2B orders through a guided workflow, with automated product qualification and pricing that mirror your backend ERP, so captured orders match final invoices and fulfillment rules.
View the Desired Account Manager Targets: Track account manager targets that you assign and the targets assigned to you by using predefined list views. View the targets distributed for an account in the account’s record page.
Warranty Claim Insights by Using CRM Analytics for Warranty Lifecycle Management: The CRM Analytics for Warranty Lifecycle Management app features Claims Analytics dashboards that provide in-depth analysis of warranty claims. Use trend analysis, location insights, past claims trends, and SLA management to address warranty claims quickly and ensure efficient claim resolutions.
Set Up Analytics for Manufacturing: You can easily complete all the actions required to set up the Analytics for Manufacturing app using the one-page setup flow.
Pre-Configured Einstein Discovery Stories: The pre-configured Einstein Discovery stories give you intelligent insights that help you maximize the sales agreement product renewals and offer better pricing for products and schedules.
Use CRM Analytics for Warranty Lifecycle Management Dashboards: The CRM Analytics for Warranty Lifecycle Management app includes dashboards to help you analyze your claims and warranty lifecycle data. The app provides claim analysis dashboards that you can embed in the Warranty Lifecycle Management Home and Claims pages.
Claims Analysis for Claims Page: Use the Claims Analysis dashboard embedded in the Claims page to get a quick view on the trends of claims filed in the past. Use the insights to understand the patterns and trends and take decisions on approving or rejecting a claim.
Appraisal Management for Manufacturing Cloud: Sales reps and service users can determine the value of assets for trade-in, sale, or valuation scenarios by using Appraisal Management. Use this feature to manage asset trade-ins, sale, or valuation scenarios directly through standard record management in Manufacturing Cloud.
Add Appraisal Item Valuation Records: Create valuation records to capture and track asset values from different providers, ensuring accurate appraisal data for the asset.
Add or Modify Appraisal Item Add Ons: Create add-on records to capture additional components or modifications, such as upgraded parts or custom installations, that affect the asset's value
Set Up Appraisal Management: To set up appraisal management for assets, enable the feature in Setup and configure the necessary page layouts and picklist values.
Configure Page Layouts: Appraisal Management uses standard related lists. Ensure that required related lists are added to page layouts.
Create Appraisals in Manufacturing Cloud: Sales reps can quickly capture high-level details for asset appraisals to streamline the trade-in process and improve quote accuracy. Create appraisal records to store valuation details for assets, such as vehicles or equipment. You can create an appraisal record from a related Lead, Opportunity, Account, or Case.
Create Appraisal Items: Create appraisal item records to store specific asset details, such as make, model, and usage history, for an appraisal.
Custom Picklist Values for Appraisal Management: Configure picklist values for certain fields on the objects related to Appraisal Management in the object manager to capture asset information precisely.
How Appraisal Management Records Work Together: Sales reps can efficiently capture trade-in interest on behalf of customers or prospects, estimate trade-in values, and seamlessly process asset trade-ins through Appraisal Management. Understanding how different information is modeled in appraisal records is key.
Manage Appraisal Adjustments: Create adjustment records to modify the value of an appraisal or a specific appraisal item. You can apply adjustments for discounts, surcharges, or condition-based value changes.
Actionable Relationship Center for Manufacturing Cloud: Helps manufacturers map relationships among assets, accounts, contacts, and agreements so service and commercial teams can understand ownership, service responsibility, and stakeholder involvement.
Configure Actionable Relationship Center Graphs for Manufacturing Cloud: Create Actionable Relationship Center (ARC) relationship graphs to visualize records related to an object on an interactive component. Build relationship graphs in Setup by forming relationships between parent and child objects, peer objects, and related objects for the parent object. Then, add ARC components to Lightning record pages and Experience Cloud site pages.
Install the Actionable Relationship Center Templates for Manufacturing Prebuilt App: To use the templates available in the Actionable Relationship Center Templates for Manufacturing prebuilt app, first install the Actionable Relationship Center Templates for Manufacturing unmanaged package in your Salesforce org. The package contains four Actionable Relationship Center (ARC) relationship graph templates that you can use to create relationship graphs.
Templates in the Actionable Relationship Center Templates for Manufacturing Prebuilt App: Help your sales and service teams explore key relationships between people, assets, and businesses by using the Actionable Relationship Center Templates for Manufacturing prebuilt app. Create a relationship graph by using a template, and customize the graph to meet your company’s needs. You can customize card names, add new nodes, reconfigure the existing nodes, manage object and record actions, and so on.
Visualize Commercial and Service Relationships: Get an intuitive, interactive view of the key relationships in your commercial and service operations by using Actionable Relationship Center (ARC) in Manufacturing Cloud. Easily design ARC relationship graphs tailored to your needs by using the templates available in the Actionable Relationship Center Templates for Manufacturing prebuilt app. Sales teams at a manufacturer can visualize account hierarchies and drill into relevant sales agreements, transactions, and rebate programs. Service teams can get a snapshot of an account’s assets, cases filed by the account, and work orders logged for the account. Service teams can also view an asset’s activities, including its related cases, work orders, and asset warranties.
Associate an Asset with its Related Accounts: Create Asset Account Participant records to track all the accounts associated with an asset in the asset’s lifecycle. For example, an asset can be related with the supplier who supplied you the asset and the customer who bought the asset. An asset can have multiple account participants.
Learn About Asset Service Console for Manufacturing: With the Asset Service Console for Manufacturing, customer service representatives (CSRs), warranty adjudicators, service technicians, and other users can get visibility into critical information about an asset without switching applications. They can track key milestones related to an asset, get alerts on its activities, and view services performed on it. They can capture granular details about the asset, manage its related warranties, cases, work orders, and claims, and take proactive actions.
Manage the Asset Service Lifecycle in Manufacturing Cloud: Manage every stage in an asset’s service lifecycle and get visibility into all the activities related to an asset. Use the powerful Asset Service Console for Manufacturing to stay on top of the changes related to an asset, to view the major milestones of the asset, and to capture the key details of the asset. Manage asset service operations, orchestrate onsite services, provision service entitlements, and boost service team productivity. Link assets with related accounts and contacts. Get visibility into the operations of your asset fleets.
Associate an Asset with its Related Contacts: Create Asset Contact Participant records to track all the contact associated with an asset in the asset’s lifecycle. For example, associate an asset with the technician who repaired it, with the finance manager who facilitated its sale, and with the sales executive who sold it. An asset can have multiple contact participants.
Asset Coverage View in Manufacturing Cloud: Get a complete picture of the entitlements related to assets and deliver the right level of services to your customers when you perform work on their assets. Service managers and agents can get visibility into the coverage of an asset, including its warranties, maintenance plans, and service contracts. They can also choose the right entitlement from a list of eligible entitlements when they create a work order. Service managers and agents can view asset coverages and choose coverages on their desktop or on the Salesforce Field Service mobile app.
Asset Interactive Hierarchy for Manufacturing Cloud: Visualize the hierarchy of components in an asset in a tree-like graph by using Asset Interactive View. Service agents and field technicians can get a high-level view of the asset structure, track the relationships between assets, and review critical details about each asset in the hierarchy. They can also easily replace and relocate assets in an asset hierarchy. Use Asset Interactive View on desktop or the Salesforce Field Service mobile app.
Automate Your Business Processes in Manufacturing Cloud: Automate complex processes and decision-making with low- to no-code tools. Use the suitable Flow for Manufacturing tool to meet your unique business needs. Create branded experiences with OmniStudio. Use the default actions that are available with Manufacturing Cloud in Process Builder and Flow Builder.
Set Up Additional Features in Manufacturing Cloud: Use these features to guide service work, understand customer and asset relationships, prioritize outreach, capture information, and manage manufacturing data. Each section explains when to use a feature, its business value, key capabilities, edition availability, and where to find setup instructions.
Lightning Page and Experience Cloud Site Components in Manufacturing Cloud: Build intuitive, responsive lightning pages and Experience Cloud site pages that give users easy access to relevant information. Manufacturing Cloud has standard components that you can add to lighting pages and Experience Cloud site pages. Use the Lightning App Builder to add components to the app, home, and record pages for internal users. Use the Experience Cloud Builder to add components to the pages in an Experience Cloud site that uses the Manufacturing template.
Learn About Service Console for Manufacturing: The Service Console for Manufacturing is where your customer service representatives (CSRs) can view a timeline of interactions with the customer, get contextual alerts, review and create assets, orders, and cases, take relevant actions, and search for knowledge articles. Learn how the console is organized to help your CSRs manage the entire service lifecycle from one page.
Dealer Search and Filtering: Set up Criteria-Based Search and Filter features in Manufacturing Cloud to help users search and filter dealer and associated inventory data.
Connected Assets for Manufacturing Cloud: Act on telematics data from assets, get data-driven insights into asset health, and maximize asset uptime by using Connected Assets. Establish a touchless process that detects critical events generated from assets, such as sensor faults or high ambient temperature, and take actions in Salesforce. Easily visualize and analyze asset data that's stored in Data 360. Get health scores for your assets based on usage, age, and maintenance history to plan for maintenance, upgrades, reliability, and replacement. To consume Connected Assets data, ensure the telematics field is set to true on the relevant assets.
Considerations for Dealer Search: Keep the following considerations in mind while setting up and using dealer search in Manufacturing Cloud.
Context Service for Manufacturing Cloud: Optimizes how business apps and procedures share and consume data, reducing repeated input and improving process performance.
Create Product Related Component Records: Make sure that the parent and child products exist in the product catalog, the required Agentforce Manufacturing features are enabled, and your team can access the Product and Product Related Component objects. Apply relationship roles and flags consistently to maintain data integrity.
CSV Data Management for Manufacturing Cloud: Import large datasets into evergreen Manufacturing from CSV files with minimal manual entry. You can normalize data from different sources, insert, update, or upsert records, and validate the results.
Manufacturing Cloud Data Model: The Manufacturing Cloud data model includes objects and fields that you can use to store information about your commercial, service, partner engagement, and inventory operations. The data model is built with industry-wide best practices, and you can adapt and extend the data model to meet your company’s unique needs.
Additional Data 360 Features in Manufacturing Cloud: Use Data 360 with Manufacturing Cloud to transform external data, build segments and insights, and visualize the key performance metrics in your Salesforce CRM org. Sales and service teams can easily explore driver performance data, monitor asset health, and act on real-time data from the Manufacturing app.
Manufacturing Cloud Data Model Objects: Data model objects (DMOs) store different types of data in Data 360. Get access to standard model objects as part of the SSOT package that’s automatically installed in your org with Manufacturing Cloud and Data 360. You can use some DMOs only if you use Manufacturing Cloud in your org, while you can use others to model customer, asset, sales, and service information for manufacturing companies.
Activate Calculated Insights from the Manufacturing Data Kit: To use the calculated insights that come with the Manufacturing data kit, create and activate the calculated insights from the installed data kit in Data 360. A calculated insight is a multidimensional metric that you can analyze and use to build segments.
Manufacturing Cloud Calculated Insights: Calculated insights are metrics created by using complex calculations that aggregate data based on numerous factors. The Manufacturing data kit contains predefined calculated insights that help sales and service managers analyze data related to asset revenue, customer revenue, and customer cases. Sales and service managers can use these calculated insights to elevate service operations, focus on high revenue-generating assets, and optimize scheduled maintenance of assets. The insights are created based on the digital state in Data 360 and are automatically recalculated when the base data changes.
Create Your Own Manufacturing Data Kit: Create your own data kit to test your configurations in a development org or if the predefined Manufacturing data kit doesn’t meet your needs. For example, create a data kit and add data streams that map custom objects in Manufacturing Cloud. Or, add calculated insights that aggregate metrics that your company uses in its operations.
Manufacturing Cloud Data Streams: Data streams map data model objects in Data 360 to objects in your Salesforce org. The Manufacturing data kit contains predefined data streams for data model objects on asset, customer, sales, service, and other manufacturing business data. The fields on the data model objects are mapped to the corresponding fields on the source objects in Manufacturing Cloud. You can map other fields as required, or delete the mappings that you don’t use.
Deploy the Data Streams From the Manufacturing Data Kit: Create a data stream to connect your Salesforce org to Data 360. These data streams collect data from Manufacturing Cloud and store them in Data 360. Deploy the data streams that you need from the Manufacturing data kit. You can run calculated insights and create segmentations and transformations, by using the data from Manufacturing Cloud that’s stored in Data 360.
Install the Manufacturing Data Kit: To start using the predefined data streams and calculated insights that come with the Manufacturing data kit in your org, install the Manufacturing Data Kit package
Manufacturing Data Kit: Get your Data 360 implementation up and running by installing the predefined Manufacturing data kit. A data kit packages Data 360 components, such as data streams and calculated insights, and helps you deploy the components in your org. The Manufacturing data kit contains predefined calculated insights and data streams that help you manage asset, customer, and back-office data in Data 360. Install the data kit in your org, deploy the data streams, and activate the calculated insights.
Manufacturing Cloud Mappings for Account: These data mappings are for the Account data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about individual or business accounts for distributors, customers, or suppliers. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Contact: These data mappings are for the Account Contact data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about people related to accounts, such as the people who work at distributors or suppliers, or individuals related to a business. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Asset: These data mappings are for the Asset data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about all the assets that customers purchase, such as products, parts, and accessories. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Asset Contact Participant: Data mappings for the Asset Contact Participant data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the contacts related to an asset through its lifecycle, such as sales agents, service technicians, and warranty claim adjudicators. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Asset Account Participant: These data mappings are for the Asset Account Participant data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about accounts related to an asset through its lifecycle, such as distributors, suppliers, and customers. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Asset Warranty: These data mappings are for the Asset Warranty Term data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about warranty terms that have exclusions, exceptions, and entitlements different from the base product warranty for a specific asset. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Case: These data mappings are for the Case data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about issues that customers report, and to track customer satisfaction and issue resolution data. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Location: These data mappings are for the Location data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about all customer, distributor, and supplier locations. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Transaction Journal: These data mappings are for the Transaction Journal data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about sales reports and proofs of sale that distributors submit, and use this information to calculate rebates. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Opportunity: These data mappings are for the Opportunity data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about all potential customers converted from leads. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Product: These data mappings are for the Product data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about all product offerings. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Rebate Claim: These data mappings are for the Rebate Claim data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about rebate claims that partners and distributors make, and use this information to calculate rebates. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Order: These data mappings are for the Order data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about orders booked for product sales. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Order Item: These data mappings are for the Order Item data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about each product sold for a specific sales order. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Unit of Measure: These data mappings are for the Unit of Measure data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about units of measure. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Warranty Term: These data mappings are for the Warranty Term data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about warranty terms that define the labor, parts, and expenses covered, along with any exchange options that are provided to rectify issues with products. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Work Order: These data mappings are for the Work Order data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about asset repair and replacement services. You can customize the mappings to meet your needs.
Manufacturing Cloud Mappings for Work Order Line Item: These data mappings are for the Work Order Line Item data source object that’s used with the Salesforce CRM connector. Use these mappings to store information about the type of repair and maintenance done for each asset related to a work order. You can customize the mappings to meet your needs.
Asset Operation Data Model Object: Use the Asset Operation telematics data model object in Data 360 to store data related to the operation cycle of an asset. To bring in the data related to assets such as generators, forklifts, or conveyor belts, use this object to represent the details of an operation cycle of the asset.
Asset Operation Operator Behavior Data Model Object: To store data about an operator’s performance during a single run of an asset, use the Asset Operation Operator Behavior telematics data model object in Data 360. To bring in data related to assets such as generators, forklifts, or conveyor belts, use this object to represent the performance of the asset operator for each shift.
Asset Performance Summary Data Model Object: Use the Asset Performance telematics data model object in Data 360 to store data about an asset’s performance over a period. To bring in data related to assets such as generators, forklifts, or conveyor belts, use this object to represent the performance summary of the asset.
Asset Telematics Event Data Model Object: Use the Asset Telematics Event telematics data model object in Data 360 to store data about critical, non-critical, or actionable events triggered by sensors in an asset. If you ingest telematics information about asset operator behavior, use this object. You can apply transformations to the raw sensor data in Data 360 and build actionable segments and insights that help you personalize notifications, offers, and marketing journeys for the customer.
Asset Telematics Event Fault Cd Mapping Data Model Object: Use the Asset Telematics Event Code Mapping telematics data model object in Data 360 to store data about the relationship between fault codesets and telematics events for an asset. You can ingest and store telematics events such as generator overheating, sensor malfunctions, mechanical faults, or fuel leaks in Data 360. You can then use these events to analyze the fault and the resolution, and to build diagnostic insights. Each event must be related to an existing fault codeset in the system that uniquely identifies the type of issue frequently encountered for assets.
Operator Performance Summary Data Model Object: Use the Operator Performance Summary telematics data model object in Data 360 to store data about an operator’s performance over a period. To bring in data related to assets such as generators, forklifts, or conveyor belts, use this object to represent the operator’s performance summary.
Telematics Provider Data Model Object: Use the Telematics Provider data model object to store data about the telematics services company that generates and communicates asset sensor data to Salesforce.
Ingestion of External Manufacturing Data Into Data 360: To ingest asset, customer, and back-office data into Data 360, connect your external data sources to Data 360. For example, you can bring in data from your telematics providers to proactively monitor equipment performance and analyze asset operator performance. You can also bring in data from inventory management systems, supply chain management systems, and systems that store sensor, machine, and production line operations data.
Set Up Data 360 for Manufacturing Cloud: Connect, harmonize, and analyze your asset, customer, sales, and service data at scale by setting up Data 360 for Manufacturing Cloud. Easily start your implementation by installing the Manufacturing data kit that comes with predefined data streams and calculated insights. Ingest asset operations and back-office data from different sources into Data 360 by using data model objects. Harmonize, query, transform, and segment your data. Empower sales and service teams to make data-driven decisions, optimize business operations, maximize asset operational performance, and elevate customer satisfaction.
Configure Settings Before Using Data 360 for Manufacturing Cloud: Before you use the Manufacturing data kit and the Manufacturing Cloud data model objects, complete the basic setup required to work in Data 360. You must set up Data 360, enable the required Manufacturing Cloud features, connect Data 360 to your Salesforce CRM org, and configure the security permissions.
Manufacturing Cloud Telematics Data Model Objects: Manufacturing telematics data model objects help manufacturers model and store data on asset operations, operator behavior, and types of faults and issues encountered during asset usage. The Salesforce Standard Data Model SSOT package contains telematics data model objects that manufacturing companies can use if use Manufacturing Cloud and Data 360 in their org.
Data 360 Visualization Flexcards for Accounts: In the Account record page in the Manufacturing app, Add the preset flexcard that visualizes customer revenue and satisfaction data stored in Data 360. Use the AssetCalculatedInsightsAccountPageParentCard flexcard to visualize data from calculated insights. Sales and service managers can use the metrics on this flexcard to track customer lifetime revenue generated from assets, elevate customer satisfaction, and triage customers based on their lifetime revenue.
Data 360 Metrics and Insights Visualization Flexcards for Assets in Manufacturing Cloud: Add the preset Data 360 visualization flexcards to the Asset record page in the Manufacturing app. These flexcards visualize asset performance and revenue data stored in Data 360. Use the AssetCalculatedInsightsAssetPageParentCard flexcard to visualize data from calculated insights and the AssetDataModelObjectsParent flexcard to visualize data from the Asset Telematics Event data model object. Sales and service managers can use the metrics and visualizations on these flexcards to identify potential issues, prioritize high-performing assets, optimize asset performance, and minimize downtime.
Visualization of Calculated Insights in Manufacturing Cloud: The DataCloudVisualizationCalculatedInsightsParentCard flexcard shows values from up to eight calculated insights. Use this flexcard to track key multidimensional metrics related to an account, an asset, a contact, or any other part of your business. Add the flexcard to the desired record page. Then, specify the source, display name, unit of measure, and help text for each calculated insight value that you want to show. For example, you can create calculated insights that measure key performance indicators for an account, such as average deal size, deal closure level, engagement level, and opportunity win rate. You can then add the flexcard on the Account page, and specify the calculated insights as the visualization source.
Visualization of Metrics in Data Model Objects in Manufacturing Cloud: The DataCloudVisualizationParentCard flexcard shows up to six metrics and a line chart based on data stored in data model objects. Use the flexcard to track and visualize critical metrics related to asset, asset operation, asset operator, account, or any other part of your business. Add the flexcard to the desired record page. Then, specify the visualization source, metric properties, and line chart properties. For example, you can add the flexcard on the Asset page, and specify Asset Operation Operator Performance as the data model object that’s the source of the visualization. Then, you can configure the card properties to monitor metrics such as the mobile phone usage of the operator, whether the asset was idle during an operation, and the operating style of the operator.
Predefined Data Visualization Cards in Manufacturing Cloud: Explore proof-of-concept visualizations of asset, customer, and case data stored in Data 360 by adding flexcards with preset configurations to record pages. Use these preset flexcards to see the visualizations in action, learn how Data 360 visualization flexcards work, and to plan out your implementation. Add these flexcards to the Asset and the Account record pages using the Lightning App Builder.
Extensible Data 360 Visualization Cards in Manufacturing Cloud: Configure Data 360 Visualization flexcards to visualize any data that’s stored in Data 360 in the Manufacturing app. Use the extensible flexcards to configure data source and visualization properties based on your implementation of Data 360 and your unique process needs. Add the flexcards to the desired record pages and specify the display name, help text, line chart, and other properties by using the Lightning App Builder.
Create a Named Credential for Data 360 Visualization: A named credential specifies the authentication parameters and the URL of a callout endpoint in a single definition. Create a named credential for users accessing Data 360 visualization (flex cards) to automatically authenticate them when making API calls to external systems.
Data 360 Visualization in Manufacturing Cloud: Drive data-driven decision-making by helping sales and service teams view visualizations on asset, customer, and back-office data stored in Data 360. The predefined Data 360 visualization flexcards surface and visualize data from calculated insights and data model objects on record pages in the Manufacturing app. Get started quickly by adding the preset flexcards to Asset and Account record pages. You can also configure and customize other visualization flexcards to show data from a data model object or calculated insight of your choice. Extend the flexcards based on your implementation of Data 360 and business needs.
Prerequisites for Using Data Visualization in Manufacturing Cloud: Before you visualize data from Data 360 in the Manufacturing app, you must prepare your org, assign the required permissions to users, set up calculated insights, and add flexcards in the required Lightning pages.
Depot Repair for Manufacturing Cloud: Simplify the repair of damaged products or parts returned to service depots. With Depot Repair, you can create work orders from return order line items using pre-filled data, speeding up the process. Structured workflows and real-time tracking ensure consistent operations and improved service performance across depots.
Set up Account-Account Relationships: To model relationships between distributors, suppliers, and internal business units, configure Account-Account Relationships. These relationships define how accounts interact within the purchase order lifecycle, enable controlled access to Purchase Orders and Goods Received Notes based on related accounts, and improve reporting by grouping connected business entities.
Create Goods Received Notes: The Goods Received Notes (GRN) record acts as the source of truth for what physically arrived at your facility.
Create Purchase Orders: Purchase Orders serve as the primary record for tracking transactions between your organization and your suppliers or distributors.
Set Up Sales Territories: Use Sales Territories (formerly known as Enterprise Territory Management) to model your multi-tier distribution network hierarchy and control visibility of Purchase Orders and Goods Received Notes across distributors and subdistributors.
Set Up Purchase Order Sequencing: Configure the Sequence Service to automatically assign unique, standardized identifiers to Purchase Orders. This configuration ensures consistent numbering across different business contexts, such as OEM and Distributor Management, and automatically recovers numbers from failed transactions.
Set up Stage Management: Manage the life cycle of your purchase order using Stage Management by defining structured stages, enforcing transition rules, and automating process flows. This enables visual tracking of Purchase Order progress, ensures process compliance by restricting unauthorized transitions, and automates approvals and notifications throughout the order lifecycle.
Distributor Purchase Order Management: Distributor Purchase Order Management gives you a single place to create Purchase Orders (PO) and record Goods Receipt Notes (GRN). By managing the end-to-end workflow from order placement to receipt within a single system, distributors can accurately fulfill downstream customer demand while maintaining a single source of truth with the manufacturer. This integrated process supports standard, serialized, and batch products and syncs inventory based on received quantities, ensuring greater accuracy and operational control.
Distributor Purchase Order Management Data Model: The Distributor Purchase Order Management data model includes objects and fields that you can use to track purchase orders with distributors, document the physical receipt of goods, and verify specific product attributes for batch-tracked and serialized items during the receiving process.
Use Distributors Purchase Order Management: Use Distributor Purchase Order Management to manage the end-to-end lifecycle of purchase orders, from creation to goods receipt and inventory synchronization. This process ensures accurate tracking of ordered and received quantities, improves visibility across distributors and suppliers, and maintains inventory accuracy through system-driven updates.
Distributor Purchase Order Management Workflow: The end-to-end purchase order operational lifecycle is managed across different roles spanning both the manufacturer and the distributor. The workflow begins with administrative feature configuration and license provisioning, progresses through order creation and manufacturing validation, and concludes with warehouse inspections and automated inventory synchronization.
Add a Debug Node to a Data Processing Engine Definition: To track the number of records that pass through specific nodes in a Data Processing Engine (DPE) definition, add debug nodes to the DPE definition by using the Data Processing Engine Debug object. Then, download the modified DPE definition as a JSON file.
Capabilities of the Data Processing Engine Debug App: Use the Data Processing Engine Debug app to track the number of records that are processed by nodes in a Data Processing Engine (DPE) definition. Use the app also to visualize a DPE definition and to get a deeper understanding of the DPE definition’s structure.
Create the ToolingAppDPE Connected App: Create a connected app after you install the Data Processing Engine Debug package. A connected app is a framework that enables an external application to integrate with Salesforce by using APIs and standard protocols.
Create Custom Labels for the Data Processing Engine Debug App: Create custom labels for the objects and fields in the Data Processing Engine Debug app. Custom labels are custom text values that enable developers to create multilingual applications.
View the Record Count of Data Processing Engine Definition Nodes: After you run a Data Processing Engine (DPE) definition, track the number of records that go through the nodes. Each debug node in the DPE definition updates the record count in the Data Processing Engine Node Metric object.
Record Count of a Data Processing Engine Node: Use the Data Processing Engine Debug app to plan where to add the debug nodes in a Data Processing Engine definition, to add the debug nodes, to download the modified definition, and to view the number of records that go through the nodes.
Configure the Named Credentials for Data Processing Engine Debug: Named credentials specify the URL of a callout endpoint and its required authentication parameters in one definition. Update the named credentials for the connected app for the Data Processing Engine Debug app.
Debug Your Data Processing Engine Definitions: Optimize your Data Processing Engine (DPE) definitions by using the Data Processing Engine Debug prebuilt app. Get the count of records that pass through the nodes of a DPE definition to verify how interlinked nodes behave, to test new customizations, and to investigate errors. Get a visual representation of a DPE definition to explore its nodes and their connections, to plan customizations, and to troubleshoot issues.
Set Up and Configure the Data Processing Engine Debug App: To get started with the Data Processing Engine Debug app, install the unmanaged package in your org, and then create custom labels and a connected app. Finally, configure the authentication provider and the named credential associated with the connected app.
Visualize a Data Processing Engine Definition: Visualize a Data Processing Engine (DPE) definition to explore the definition’s nodes and their connections, to plan where to add debug nodes, and to investigate the issues in the definition.
Work with the Data Processing Engine Debug App: Refine a Data Processing Engine (DPE) definition by tracking the number of records that pass through its nodes. Start by associating debug nodes with existing nodes in the DPE definition. Download the JSON file of the modified DPE definition and upload it in the DPE builder. View the record count for the nodes in the Data Processing Engine Node Metrics object. Visualize a DPE definition to get a high-level view of its nodes and their connections.
Enable Features for Manufacturing Cloud: Turn on settings in Setup to enable Manufacturing Cloud features. To get started with certain features, you must set up some prerequisites and additional configurations.
Events and Milestones for Manufacturing Cloud: Helps manufacturers track important moments in the lifecycle of assets, accounts, and contacts so service and commercial teams can act at the right time.
Capabilities of Experience Cloud Sites for Manufacturing: Manufacturers can create partner and customer portals to coordinate their commercial operations, to deliver delightful service interactions, to manage partner engagement, and to streamline inventory operations.
Create a Customer User Profile for Manufacturing: A manufacturer can create a customer portal by using Experience Cloud to help customers track the activities related to their assets, warranties, and so on. Create a user profile so that customers can log in to your portal and access information, resolve problems through self-service features, manage account and contact participants, and track the major milestones in the lifecycle of their assets.
Recommended Customizations for Experience Cloud Sites for Manufacturing: Customize your Experience Cloud site for Manufacturing to collaborate with partner users on sales agreements, forecasts, assets, warranties, and so on. You can also customize the site to help customer users track the details on their fleets, cases, work orders, and so on.
Partner and Customer Experience Cloud Licenses for Manufacturing: Experience Cloud for Manufacturing is available with both Partner Community for Manufacturing and Customer Community Plus for Manufacturing licenses. Admins can build a partner portal or a customer portal based on the license they have.
Create a Partner User Profile for Manufacturing: A manufacturer can create a partner portal by using Experience Cloud and collaborate with partners, distributors, and suppliers on sales agreements, forecasts, rebate programs, and so on. Partners can log in to the portal, track information about orders, work orders, and warranties. They can also get visibility into the activities related to their assets, leads, and opportunities.
Experience Cloud Permission Set Licenses for Manufacturing Cloud: Grant partner users access to the Manufacturing Cloud features in Experience Cloud sites. Admins must assign the appropriate combination of permission set licenses to a user based on the user’s role. Permission set licenses give users access to the features that aren’t included in their user licenses.
Object and Record Sharing with External Users in Manufacturing Cloud: Ensure that the external users who use the Experience Cloud site get the right access to the relevant records and that they can view only the information that you want to share with them. You can control sharing access at the level of objects, fields, and records.
Extend Manufacturing Cloud with Prebuilt Apps: Manufacturing Cloud provides prebuilt apps to help you get started with your implementation and explore proof-of-concept configurations. Prebuilt apps include metadata, tools, and workflows for nuanced, process-specific needs.
Mapping Your Business Requirements to Manufacturing Cloud Capabilities: Built on the Salesforce Platform, Sales Cloud, and Service Cloud, Manufacturing Cloud meets the unique needs of manufacturers with features, data models, and workflows based on industry-wide best practices. It comes with robust features, tools, apps, standardized workflows, and automation tools that are tailored for manufacturing processes and requirements.
Add Assets to Fleets in Manufacturing Cloud: Add assets to a fleet and monitor important information such as the status of an asset in relation to the fleet, the usage of an asset, and the period when they’re a part of the fleet.
Create Fleets in Manufacturing Cloud: Create a fleet to track the activities of a group of assets and to capture key details such as the type of the fleet, the duration when the fleet is operational, and the owner of the fleet.
Manage Fleets of Assets in Manufacturing Cloud: Monitor your fleet operations and track the key activities of your fleets of assets. Create a fleet and add assets to it, such as mobile equipment, fixed systems, and power tools. You can also capture key information about the participants involved in all stages of a fleet’s lifecycle. Use Action Plans and Record Alerts to get greater visibility into and control of the operations of your fleets.
Create Fleet Participants in Manufacturing Cloud: Track the key accounts, contacts, and users associated with a fleet by creating Fleet Participant records. Capture the key details of a fleet participant such as their role and their status in relation to a fleet.
Use Prebuilt Flows for Fleet Management: Associate assets to a new fleet or an existing fleet, from a fleet record page, or an asset list view using a prebuilt screen flow. Search for assets using Criteria-Based Search and Filter and assign them immediately to an existing fleet based on the search result. Optimize workflows for fleet managers and inventory specialists.
Flow for Manufacturing: Build customer-focused digital experiences quickly with Flow for Manufacturing, a toolset for workflow automation and orchestration.
Deliver Delightful Service with Service Console for Manufacturing: Orchestrate every part of the service experience and provide meaningful, personalized interactions to your customers using the Service Console for Manufacturing and the service console components. Customer service representatives (CSRs) can use the Service Console for Manufacturing to get a unified view of customers at their fingertips, quickly resolve their problems, and proactively address potential issues or opportunities. CSRs can work with service console components to meet the needs of your customers and business. Service technicians in the field can generate service estimates quickly using the Pre-Work Estimation app.
Service Revenue and Spare Parts Demand Forecasts with Advanced Account Forecasting: Use the Advanced Account Forecasting feature to shape accurate forecasts for service revenue and spare parts demand. To process forecasts, create custom forecast fact objects. Also, create data processing engine templates and jobs. You can then use these data processing engines in custom flows to generate accurate forecasts.
Salesforce Feedback Management for Manufacturing Cloud: Without a structured way to ask, customer feedback is inconsistent and hard to act on. Salesforce Feedback Management lets you design surveys in a simple editor and trigger them after key interactions like a service call or warranty repair, so that you gather reliable customer sentiment, resolve issues faster, and protect satisfaction and retention.
Manage Warranties and Service Standards for Your Products and Assets: Establish robust warranty eligibility terms and entitlements for products and assets and standardize your service operations. Manage product and asset warranties by recording warranty term details and assigning them to products, product families, or assets. Extend or restrict coverage for warranty terms based on product fault, labor effort required, or product part. Define a comprehensive set of service standards that can be accurately and consistently used in the warranty lifecycle and other operations performed by your company.
Forecast Your Business in Manufacturing Cloud: Plan for demand more efficiently and align your production and sales teams around your evolving customer trends. Forecasts can show you planned and actuals for your business in one place, forecasted out for a specific period of time, grouped by product, location, or other dimensions.
Subagent: Asset Service Estimation: The Asset Service Estimation subagent in the Asset Service Management Agent template summarizes asset performance and telematics data, generates service quotes, and drafts customer emails to streamline service processes and improve communication.
Agentforce for Asset Service Management: Service reps in an original equipment manufacturing company can efficiently summarize asset telemetry, create service quotes and work orders based on the information selected by a user, including relevant coverages for products such as asset warranties, service contracts, or entitlements as well as manual discounts. This agent facilitates related actions such as drafting emails.
Considerations for Asset Service Management: Before creating an agent using the Asset Service Management template, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Data Mapping Requirements: For the Agentforce subagents to accurately calculate coverages, summarize telemetry, and generate quotes, your data records must follow specific structural rules.
Prepare Your Org for Agentforce for Asset Service Management: Before you get started with Agentforce Asset Service Management, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Asset Service Management Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Subagent: Asset Service Work Order Management: The Asset Service Work Order Management subagent within the Asset Service Management Agent template helps users summarize asset telemetry, generate service quotes, create work orders, and draft customer communications as needed.
Agentforce for Channel Revenue Management: Track rebate payout progress and resolve issues efficiently. View total payouts by program and period, see splits by rebate type, and identify aggregates where payouts weren’t generated due to configuration or data issues. Drill into specific periods and payout sources for traceability, and review aggregates to ensure claim accuracy.
Considerations for Industries Sales Assistance: Before creating an agent using the Industries Sales Assistance template, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Considerations for Inventory Management: Before creating an agent using the Inventory Management template, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Considerations for Sales Planning: Before creating an agent using the Sales Planning template, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Create an Agent from the Inventory Management Template: Create an agent from the Inventory Management template that helps your users easily find products and vehicles in inventory, generate quick summaries, and create product requests to efficiently replenish stock.
Subagent: Program Forecasts to Opportunities: The Program Forecasts to Opportunities topic in the Sales Planning agent template streamlines sales planning by helping users convert manufacturing program component forecasts into sales opportunities. With natural language filters such as greater than, less than, between values, or by location or product name, these filtered forecasts can then be grouped and transformed into Salesforce opportunities for efficient pipeline development.
Agentforce for Industries Sales Assistance: Use Industries Sales Assistance agent template to create agents that help sales representatives to search for products and parts, identify relevant distributors, and manage customer communications. By reducing manual effort and minimizing context switching, reps can quickly generate product summaries, locate distributors by proximity, and manage opportunities within the sales pipeline. Pursue sales conversations with out-of-the-box actions to create opportunities and quotes, initiate trade-in requests for existing assets, generate appraisal records, and draft emails.
Agentforce for Inventory Management: Helps users efficiently monitor and manage inventory using natural language queries. It supports actions like finding products and vehicles, summarizing stock levels, and creating product requests. By mapping user input to relevant search criteria, the agent delivers accurate, contextual results. Whether it's about locating a specific product or part, checking stock levels, or an inventory manager creating a replenishment product request, the agent streamlines end-to-end inventory interactions for faster decision-making.
Subagent: Inventory Management: Use the Inventory Management subagent to quickly search for inventory items across multiple locations, generate comprehensive summaries with stock status and quantities, and create product replenishment requests with ease.
Inventory Management Subagent Reference: Use the Inventory Management subagent to quickly search for inventory items across multiple locations, generate comprehensive summaries with stock status and quantities, and create product replenishment requests with ease.
Agentforce for Manufacturing: Agentforce for Manufacturing offers a suite of AI-powered agent templates that help your sales, service, and channel teams work faster through natural language interactions. With out-of-the-box subagents and actions, you can quickly get started to manage sales planning, asset service, warranty claims, inventory, rebate payouts, and product recommendations, across both internal and partner experiences.
Prepare Your Org for Agentforce for Inventory Management: Before you get started with Agentforce for Inventory Management, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Prepare Your Org for Agentforce for Industries Sales Assistance: Before you get started with Agentforce Industries Sales Assistance, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Subagent: Sales Agreement Bulk Update: Helps key account managers to define bulk update or filter criteria in natural language. Easily filter sales agreements based on various criteria such as account, product, or status to track progress, review updated agreements, and resolve any failed updates.
Subagent: Sales Agreement Management: Helps account managers create performance summaries, identify key deviations from the plan, and initiate follow-up actions such as scheduling visits and sending performance update emails.
Agentforce for Sales Planning: Helps your sales team plan more effectively and operate efficiently. The Sales Planning agent can answer questions about your sales agreements, generate performance summaries, and assist with related actions such as setting up visits or drafting emails. The agent can also perform bulk updates on sales agreements, and update records based on related data. In Program Based Business, use the agent to quickly convert the manufacturing program component forecast fact records to opportunities.
Configure User Permissions for Agentforce for Sales Planning: Before you get started with Agentforce for Sales Planning, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Prepare Your Org for Agentforce for Sales Planning: Before you get started with Agentforce for Sales Planning, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Sales Planning Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Agent Templates in Manufacturing: Use agent templates in Manufacturing to quickly deploy AI-powered agents for sales planning, asset service, channel revenue management, inventory, and product recommendations.
Agentforce for Product Upsell and Cross-sell: Use Agentforce to empower every technician and service rep, regardless of their expertise, to identify and propose upgrades or add-ons for specific assets or recommend new products during customer interactions. The agent navigates users through product discovery, clarifies user intent for accuracy, and identifies the most relevant product options based on customer needs. It then helps generate quotes for selected products and capture quote approval.
Subagent: Industries Sales Concierge: Sales representatives in a manufacturing company can use the Industries Sales Concierge subagent to search for products and parts with conversational queries, retrieve pricing, find relevant distributors, capture opportunities and quotes, initiate trade-in appraisals for existing assets, and summarize asset and customer details.
Industries Sales Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Einstein Summary Setup in Manufacturing Cloud: The Einstein Summary component, powered by prompt templates, brings AI-powered summaries to key record pages in Manufacturing Cloud. Add the Einstein Summary component to frequently-used record pages to help users get concise, AI-generated summaries that condense large volumes of data.
Einstein Generative AI for Manufacturing Cloud: Bring generative AI capabilities to your manufacturing business to supercharge productivity, simplify daily tasks, and get deep insights into your customers, assets, sales, and services. Einstein generative AI capabilities, built on the Salesforce platform, safely connect you to large language models to bring generative AI technology to your business at scale. Einstein Trust Layer safeguards business data and enhances AI accuracy to help you safely explore and use generative AI in Salesforce. The Einstein Summary component infuses generative AI in your business workflows.
Prompt Templates for Manufacturing: Prompt Builder helps you safely build, test, and fine-tune reusable prompt templates to power fast, AI-enabled workflows across your business. Use prompt templates that securely connect your business data with large language models (LLMs) to create relevant, trusted content at scale. Manufacturing Cloud comes with a library of prompt templates that are grounded in your manufacturing CRM data.
Agentforce for Industries Sales Concierge for Partners: Use AI-assisted task automation to help partners at Manufacturing dealerships or original equipment manufacturers (OEM) to efficiently streamline the sales life-cycle of products. This agent helps to search for products and parts, facilitate actions such as creating opportunities and quotes, initiating appraisals, and drafting emails.
Deploy Industries Sales Concierge for Partners to Experience Cloud Site: Make your Industries Sales Concierge for Partners agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.
Set Up Industries Sales Concierge for Partners: Get your Industries Sales Concierge for Partners agent up and running. Prepare your Salesforce org, configure necessary user permissions, and set up your agent.
Subagent: Industries Sales Concierge for Partners: Partner users can use the Industries Sales Concierge for Partners subagent from an Experience Cloud site to search new assets for sale and related accessories, capture sales opportunities, create quotes, initiate trade-in appraisals, and draft emails.
Industries Sales Concierge for Partners Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Considerations for Warranty Claims Adjudication: To use the Agentforce Warranty Claims Adjudication agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Prepare Your Org for Warranty Claims Adjudication: Before you get started with Agentforce for Warranty Claims Adjudication, configure your org with the required licenses, prepare your data records, and set up required features to use this agent.
Subagent: Warranty Claims Management: Service reps in an Manufacturing original equipment manufacturer (OEM) can use the Warranty Claims Management subagent to summarize submitted warranty claims, check the status of their claims, and validate the warranty information of their assets or parts. This subagent provides a conversational AI assistant, helping service reps to interact with the system using natural language and query information specific to the warranty lifecycle of products and parts, all in one flow.
Considerations for Warranty Claims Assistance: To use the Agentforce Warranty Claims Assistance agent, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Agentforce for Warranty Claims Assistance: Streamline the warranty life-cycle of assets and parts and help service reps gather information regarding warranties through AI-assistance. This agent helps to generate summaries of submitted warranty claims, check the status of claims, and validate the warranty information of their assets or parts. Service reps can also figure out warranty coverage for serializable and non-serializable parts as per requirements.
Warranty Claims Assistance Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Create an Agent from a Warranty Claims Assistance Template: Build a Warranty Claims Assistance agent that enables service reps at OEMs and dealerships to efficiently manage claim status inquiries, summaries, and warranty validations.
Agentforce for Warranty Claims Assistance for Partners: Streamline the warranty lifecycle of assets and parts with AI-powered assistance for customers and partner users. Generate claim summaries, track claim status, verify warranty eligibility, and determine coverage for serializable and non-serializable products.
Subagent: Warranty Claims Management: Customers or partners can use the Warranty Claims Management subagent from an Experience Cloud site to summarize submitted warranty claims, check the status of their claims, and validate the warranty information of their assets or parts.
Warranty Claims Assistance for Partners Subagent Reference: A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions.
Deploy Warranty Claims Assistance for Partners to Experience Cloud Site: Make your Warranty Claims Assistance for Partners agent available to customers directly on your Experience Cloud site. Configure chat and routing settings to handle incoming inquiries, and use a deployment to embed the messaging experience for your customers.
Set Up Agentforce for Warranty Claims Assistance: Get your Warranty Claims Assistance agent up and running. Prepare your Salesforce org, configure necessary user permissions, and set up your agent.
Prepare Your Org for Agentforce for Warranty Claims Assistance: Before you get started with Agentforce Warranty Claims Assistance, configure your org with the required licenses, prepare your data records and set up required features to use this agent.
Configure General Settings for Manufacturing Cloud: Enable Manufacturing Cloud features and configure the security settings and permissions for internal and external users who use Manufacturing Cloud. Build responsive, branded Experience Cloud sites to connect and collaborate with partners, distributors, suppliers, and customers. Scale up your process by configuring additional features such as Timeline, Actionable Relationship Center, and Actionable Segmentation. Automate workflows and complex processes by using Flow for Manufacturing tools. Use prebuilt apps to implement process-specific workflows and meet nuanced business needs.
Get Started with Manufacturing Cloud for Sales: Manufacturing Cloud for Sales makes your run-rate business more predictable and ensures transparency and collaboration across your sales and operations teams with accurate forecasts. See a complete picture of new business opportunities, customer agreements, and long-term projects and programs. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Get Started with Manufacturing Cloud for Service: Manufacturing Cloud for Service helps you manage your entire customer service experience. You can solve customer issues, automate service processes, manage warranties, survey your customers, and forecast your service revenue and spare parts demand. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
Intelligent Document Reader for Manufacturing Cloud: Automatically extracts data from uploaded invoices and other documents to create, update, or verify records — so claims and service teams stop rekeying information from rebate and warranty invoices by hand and cut transcription errors.
Interest Tags for Manufacturing Cloud: Tag evergreen Manufacturing records with product interests, program preferences, and business priorities so sales, service, and rebate teams can personalize engagement.
Inventory Allocation: Use Inventory Allocation to soft reserve inventory for diverse demand sources such as Sales Orders and Work Orders, while maintaining visibility into on-hand, allocated, and available inventory. It ensures inventory is reserved, prevents over commitment, and provides accurate inventory visibility even during high-volume, concurrent transactions.
Inventory Batch Management: Leverage batch details to manage and track inventory more effectively for both serialized and non-serialized products. Inventory batch search helps inventory managers, service managers, and customer service reps search inventory using batch-level details. By providing batch-level visibility across locations and processes, you can reduce errors, enhance traceability, and streamline stock transfer and management workflows.
Inventory Count in Manufacturing Cloud: Track your serialized and non-serialized inventory accurately and compare your system stocks with the physical stocks. Inventory managers can plan cycle and ad hoc counts for products and parts across locations, while auditors count the inventory of the available products at designated locations by using the Salesforce Field Service mobile app. Inventory managers can track count progress, counted quantities, accuracy, and other critical details.
Product and Part Inventory Management in Manufacturing Cloud: Inventory managers, service technicians, and service reps can track inventory at different locations and plan inventory transfers, requests, and returns. Use the Inventory Management data model to efficiently track your stock details. Design an inventory search experience to track and transfer products across locations with Inventory Search and Transfer. Streamline the inventory counting process and identify discrepancies by using Inventory Count. Automate the restocking of product items when they reach predefined thresholds by using Inventory Replenishment.
Inventory Replenishment in Manufacturing Cloud: Minimize stockouts and ensure consistent product availability by automating the replenishment of product items when they reach predefined thresholds. Inventory managers set replenishment policies to define how product items are restocked, where they're restocked from, and by how much they're restocked. Periodically launch an automated process that identifies product items that require replenishments, finds their applicable policies, and performs replenishment actions.
Inventory Search and Transfer in Manufacturing Cloud: Build a search experience to give inventory managers and service managers visibility into their inventory stock by using Criteria-Based Search and Filter. Transfer serialized and non-serialized products across locations to fulfill demand and maintain optimal inventory levels.
Inventory Search Experience Setup for Manufacturers (Example): Build a search experience to help inventory managers and service managers at manufacturing companies get visibility into their inventory stock. You can control how users can search inventory units, how results appear, and how users can act upon search results. Set up the search by configuring Product Inventory Searchable Field as the searchable object that consolidates searchable inventory data. Configure the search query criteria and define actions that can be taken on the search results.
Key Steps in the Dealer Search Workflow: Use Criteria-Based Search and Filter to look for dealers or distributors using the dealer product searchable field object. Inventory managers, sales managers, and other users can quickly search and filter the dealers and distributors available for a product.
Create a Manufacturing Cloud Trial Org: Get hands-on experience with Manufacturing Cloud and Rebate Management in a full-featured trial experience. Trial orgs are intended for proof of concept and guided self-exploration. Trial orgs expire in 30 days.
Introduction to Manufacturing Cloud: Salesforce Manufacturing Cloud is a platform that helps you manage your entire book-of-business and customer service lifecycle, while increasing collaboration and transparency between sales, operations, and partners.
Configure Dealer Search: Create a search criteria configuration to design the dealer search experience for your users. You can define which fields users use as filter criteria and which fields they see for the search results.
Manage Leads and Opportunities in Manufacturing Cloud: Manufacturing Cloud offers enhanced lead and opportunity management capabilities to help original equipment manufacturers (OEMs) capture comprehensive lead information. You can track the specific products or parts a customer is interested in, including transaction type, condition, classification, and pricing details. When a lead is converted into an opportunity, the granular information is retained and available for dealers throughout the opportunity’s lifecycle. The Leads tab on the Dealer Performance dashboard in the CRM Analytics app provides insights into lead conversion rates and lead pipelines by region and period.
Agentforce Manufacturing: Agentforce Manufacturing (formerly Manufacturing Cloud) lets you bring your entire book of business and customer service journey into Salesforce. All your teams—from sales, operations, finance, channel partners, and customer service—can collaborate on developing accurate volume and revenue forecasts, drive business growth, and ensure customer satisfaction. Manufacturing Cloud provides objects, features, tools, and apps built specifically for the manufacturing industry. It’s built on the Salesforce platform, which means you can use Sales Cloud and Service Cloud functionality depending on your business needs.
Add the Events and Milestones Component to Asset, Account, and Contact Record Pages: To display asset milestones, life events, or business milestones on the Asset, Contact, or Account record page, add the Events and Milestones component to the page. Configure the visibility of the component and hide the event and milestone types that you don’t want users to see. When you hide an event or milestone type, it doesn’t appear on the component until you add an event or milestone of that type.
Customize Icons for Asset Milestones in Manufacturing Cloud: Choose icons for the life event types, business milestone types, or asset milestone types that you create, or replace the default icons with your own icons. For example, if you create an asset milestone type for Critical Repair, use the icon of a wrench to denote the milestone.
Map Fields with the Object Hierarchy Mapping Package: Create field mappings between objects for the ConvertToSalesAgreement and EligibleProgramRebateType usage types, to help you set up your data in Manufacturing Cloud. These mappings can help account managers define relationships between Opportunities and Sales Agreement objects used during the conversion of opportunities to sales agreements. Or define relationships between Transaction Journal and aggregate objects used in Rebate Management.
Set Up and Configure Object Hierarchy Mapping: To use Object Hierarchy Mapping, create a connected app enabled for OAuth. With this connected app, you can create, save, and deploy your mappings. Basically, you’re creating an app to use an app. Don’t worry, we walk you through the steps.
Configure the Named Credentials for Object Hierarchy Mapping: Named credential are used to specify the URL of a callout endpoint and its required authentication parameters in one definition. Update the named credentials for the connected app for Object Hierarchy Mapping.
Preconfigured OmniStudio Components for Manufacturing Cloud: Some application interfaces and guided workflows in Manufacturing Cloud are built by using OmniStudio components. OmniStudio is a managed package and includes tools that you can use to create branded experiences and workflows. Download the latest version of the OmniStudio package and add the OmniStudio Designer license to your org so that you can use, customize, and extend these components.
Preconfigured Omnistudio Components for Calculated Insights Visualization: The flexcards that visualize calculated insights are built by using Omnistudio. Use a flexcard with preset configurations to visualize predefined calculated insights from the Manufacturing data kit on the Asset and Account record pages. Or, use and extend the extensible flexcard to visualize the calculated insights of your choice.
Preconfigured Omnistudio Components for Data Model Object Visualization: The flexcards that visualize the data stored in data model objects are built by using Omnistudio. Use a flexcard with preset configurations to visualize data in the Asset Telematics Event data model object on the Asset record page. Or, use and extend the extensible flexcard to visualize data from the data model objects of your choice.
OmniStudio for Manufacturing Cloud: OmniStudio is a suite of services, components, and data model objects that you can use to build guided brand experiences, applications, and workflows. It’s a managed package of application components built on the Salesforce platform that you can download and install in Manufacturing Cloud.
Preconfigured OmniStudio Components for Prework Estimation: The prework estimation workflow in Manufacturing Cloud is built by using OmniStudio. Service technicians generate estimates for products and services, and create orders by using the prework estimation workflow. The workflow uses an OmniScript, FlexCards, Integration Procedures, and Omnistudio Data Mappers.
Preconfigured OmniStudio Components for Warranty Claims Adjudication: The warranty claims adjudication interface in Manufacturing Cloud is built by using OmniStudio. The interface pulls warranty claim information from multiple sources so that claim adjudicators can determine the approved amounts. The interface uses FlexCards, an Integration Procedure, and Omnistudio Data Mappers.
Create a Forecast Set for Advanced Account Forecasts with Opportunity Line Item Schedules Prebuilt App: To generate forecasts based on opportunity line item schedules, specify the necessary forecasting configurations in a forecast set. You must specify the data processing engine definitions that come with the Advanced Account Forecasts with Opportunity Line Item Schedules prebuilt app, create forecast dimensions and measures, and more.
Install Advanced Account Forecasts with Opportunity Line Item Schedules Package: To configure and use the Advanced Account Forecasts with Opportunity Line Item Schedules prebuilt app, first install the Advanced Account Forecasts with Opportunity Line Item Schedules unmanaged package in your Salesforce org. The package contains four Data Processing Engine (DPE) definition templates.
Generate Forecasts Based on Opportunity Product Schedules: The Advanced Account Forecasts with Opportunity Line Item Schedules prebuilt app extends the default Data Processing Engine (DPE) templates to generate forecasts based on opportunity products schedules. With these forecasts, sales and finance teams can get better visibility into realized revenue on opportunities and potential opportunity quantity and revenue over time. They can create more informed sales timelines and plan their work better.
Add the Order Visibility Flexcard to Service Console for Manufacturing: To let customer service representatives quickly access to order information associated with a contact, add the OrderVisibilityOrderSearch flexcard to the Service Console for Manufacturing. You can also add the flexcard to a contact record page.
Add Order Visibility Flexcard to Your Experience Cloud Site: Partner users can use the Order Visibility prebuilt app site to view order information for a contact from your Experience Cloud. Add the OrderVisibilityOrderSearch flexcard to your Experience Cloud site.
Export Order Visibility OmniStudio Components: The Order Visibility prebuilt app is made up of various OmniStudio components. To use the Order Visibility app in your Salesforce org, first export the Order Visibility OmniScript, FlexCard, Integration Procedures, and Omnistudio Data Mappers from your Learning trial org to your system.
Import Order Visibility OmniStudio Components: Import the Order Visibility OmniScript, FlexCard, Integration Procedures, and Omnistudio Data Mappers from your system to your target Salesforce org.
Install Order Visibility Package: To configure and use the Order Visibility app, first install the Order Visibility unmanaged package in your Salesforce org. The package contains two permission sets, a custom field, and two Apex classes.
Track a Contact’s Orders, Order Products, and Cases Easily: The Order Visibility prebuilt app gives sales and service representatives a holistic view into a contact’s orders and track orders’ key details, associated order products, and associated cases. They can also launch an intuitive flow to swiftly create cases associated with an order. With this prebuilt app, admins can add a preconfigured flexcard that shows these details to the Service Console for Manufacturing, an Experience Cloud site, or a contact record page. The prebuilt app is made up of OmniStudio components, permission sets, and a custom field.
Permissions for Order Visibility Prebuilt App: Assign the appropriate permission sets to give users access to the objects and components of the Order Visibility prebuilt app. You must also assign users some additional object and system permissions that aren’t included in the permission sets. You can specify these object and system permissions in users’ profiles. Or, you can clone the standard permission sets, specify the appropriate permissions, and assign the cloned permission sets to users.
Set Up and Configure the Order Visibility Prebuilt App: To configure the Order Visibility prebuilt app, first install the Order Visibility package in your Salesforce org. Then, export the Order Visibility OmniStudio components from your Learning trial org and import them to your Salesforce org. In your Salesforce org, add the preconfigured flexcard to the Service Console for Manufacturing and your Experience Cloud site. Provide the appropriate level of access to your internal and external users.
Sharing Rules for Order Visibility Prebuilt App: Give Experience Cloud users access to the appropriate records to use the Order Visibility prebuilt app using sharing rules. Create sharing rules to extend greater access to roles, territories, or public groups than that provided with your org-wide sharing settings.
View a Contact’s Orders using the Order Visibility Prebuilt App: The Order Visibility prebuilt app helps sales and service representatives get visibility into key details about a contact’s orders, order products, and cases - all in one place. They can also quickly create cases associated with orders.
Considerations for Program Based Business When Processing Large Volumes of Data: Program Based Business uses Data Processing Engines to generate manufacturing program component forecasts. The data volumes in the manufacturing program forecast fact, manufacturing program variant forecast fact, and manufacturing program component forecast fact records play a crucial role in determining the time taken to generate these forecasts.
Permission Set Licenses for Internal Users in Manufacturing Cloud: Grant internal users access to the objects, workflows, and settings that are required to use the Manufacturing Cloud features. Admins must assign the appropriate combination of permission set licenses to a user based on the user’s role. Permission set licenses give users access to the features that aren’t included in their user licenses.
Prebuilt Apps for Manufacturing Cloud: Use the prebuilt apps tailored for Manufacturing Cloud to implement custom business use cases and to meet process-specific requirements.
Learn About Prebuilt Apps for Manufacturing Cloud: Implement custom business use cases by using the prebuilt apps for Manufacturing Cloud. Explore the prebuilt apps in the Manufacturing Cloud learning trial orgs or deploy and use the prebuilt apps in your org.
Set Up a Lightning App Page for Pre-work Estimation: To let your service technicians generate pre-work estimates, create a Lightning app page in Lightning App Builder. Lightning app pages are supported both in the Salesforce mobile app and Lightning Experience.
Create Estimates and Orders with Pre-Work Estimation: Service technicians can use the Pre-Work Estimation app page in the Salesforce mobile app to create service estimates, track customer approvals, and create orders.
Provide On-Site Pre-Work Estimates and Track Customer Approvals: Let service technicians in the field generate quick estimates for products and services, track customer approvals, and create orders—all without leaving the customer site. To get started, use the pre-work estimation OmniScripts, OmniStudio FlexCards, Document Templates, and a custom component. Pre-work estimation components work in the Salesforce desktop site and in the Salesforce mobile app.
Products in Manufacturing Cloud: A product is a stock-keeping unit that has a commercial value and can be sold to a customer. Product records represent items and services that can be sold to customers. Well-defined products are critical in the processes of different teams and functions at manufacturers.
Product Service Campaign in Manufacturing Cloud: Organize fruitful product service campaigns to cultivate your company's reputation, nurture customer trust, and ensure customer safety. Manufacturers organize product service campaigns to service faulty products, recall products in disrepair, upgrade eligible products, and manage product communications at scale.
How Product Information is Represented in Manufacturing Cloud: Design standalone and bundled products for your customers. Organize and classify products in sophisticated hierarchies to increase their discoverability. Define and assign attributes to your products, and sell those products to your customers. Drive personalized sales negotiations by curating rules to define the eligible and available products for each customer.
Capabilities of the Product Registration Prebuilt App: Sales and service teams can use a simple setup flow in the Product Registration prebuilt app to quickly create Asset records and store details such as the asset’s installation and purchase dates and the associated account and contact. They can also review warranty terms that cover an asset and can assign additional warranties to extend the asset’s coverage.
Install Product Registration Package: To configure and use the Product Registration app, first install the Product Registration unmanaged package in your Salesforce org. The package contains Lightning Web Component bundles, a Lightning Page, a tab, and a permission set.
Update Product Registration Lightning App Page: To let your users easily use the Product Registration prebuilt app, add the Product Registration OmniScript to the Product Registration Lightning page.
Export Product Registration OmniStudio Components: The Product Registration prebuilt app is made up of various OmniStudio components. To use the Product Registration app in your Salesforce org, first export the Product Registration OmniScript, FlexCard, Integration Procedures, and Omnistudio Data Mappers from your Learning trial org to your system.
Import Product Registration OmniStudio Components: Import the Product Registration OmniScript, FlexCard, Integration Procedures, and Omnistudio Data Mappers from your system to your Salesforce org.
Register Products and Assign Warranties Quickly: Sales and service representatives swiftly register assets, associate assets with accounts and contacts, and assign asset warranties using the Product Registration prebuilt app. The Product Registration prebuilt app is made up of OmniStudio components, Lightning Web Component bundles, a Lightning Page, and a tab. The prebuilt app can be used in the Salesforce desktop site and in the Salesforce mobile app.
Permissions for Product Registration Prebuilt App: Assign the appropriate permission sets to give users access to the objects and components of the Product Registration prebuilt app. You must also assign users some additional object and system permissions that aren’t included in the permission sets. You can specify these object and system permissions in users’ profiles. Or, you can clone the standard permission sets, specify the appropriate permissions, and assign the cloned permission sets to users.
Set Up and Configure the Product Registration Prebuilt App: To configure the Product Registration prebuilt app, first install the Product Registration package in your Salesforce org. Then, export the Product Registration OmniStudio components from your Learning trial org and import them to your Salesforce org. In your Salesforce org, add the Product Registration OmniScript to the Product Registration Lightning Page and your Experience Cloud site. Provide the appropriate level of access to your internal and external users.
Sharing Rules for Product Registration Prebuilt App: Give Experience Cloud users access to the appropriate records to use the Product Registration prebuilt app using sharing rules. Create sharing rules to extend greater access to roles, territories, or public groups than that provided with your org-wide sharing settings.
Register Assets by Using Product Registration Prebuilt App: Sales and service representatives can register assets and assign the assets warranties by using the Product Registration prebuilt app. Use the prebuilt app in the Salesforce mobile app or in the Salesforce desktop site.
Determine Tasks to Perform During a Distributor Visit: An action plan defines the tasks to be performed during a visit. Sales managers can create action plan templates to capture frequently performed tasks for specific types of visits. Then, they can create action plans for visits using an action plan template. After they create an action plan for a visit using an action plan template, the tasks in the action plan template are added to the action plan.
Build Distributor Relationships with Partner Visit Management in Manufacturing Cloud: Partner Visit Management helps sales managers in your company schedule visits to partner and distributor locations. Sales managers can use those visits to monitor performance, arrange for periodic check-ins, conduct trainings, upsell and cross-sell products, and follow up on sales agreement renewals and warranty expiration. With action plan templates, sales managers can create lists of tasks and associated assessment indicators that are commonly repeated across multiple visits. Then field reps can use action plans to perform the tasks associated with a visit and capture metrics on their mobile devices.
Execute Visits and Perform Tasks: The Partner Visits mobile app helps field reps stay organized while they juggle their tasks. The app provides a complete view of the most relevant, actionable information on a mobile device without logging into multiple systems. Field reps can focus on the visits for each day, view key information for each visit, perform tasks, capture metric values, and take notes on the go within the context of the tasks.
Plan Effective Visits to Partners: Track and manage the performance of distributors in your territory. Sales managers can plan visits for their field reps to visit distributor locations, assign tasks to be performed in a visit, and define metrics to capture during a visit. After a visit is complete, you can compare the expected metrics versus the actual metrics for the key performance indicators you defined and then take necessary actions.
Create an Action Plan Template for Distributor Visits: An action plan contains a set of tasks to be performed during a visit. An action plan template is a reusable list of commonly or frequently performed tasks. Sales managers can create an action plan template that contains commonly performed tasks, and can use the template to create action plans for multiple visits. For example, you can create an action plan template for quarterly distributor visits and add a few typical tasks such as conducting a survey, reviewing the last quarter’s finances, and pitching the sale of a new product. Then, you create an action plan for distributor visit using the action plan template.
Create Assessment Indicators for Distributor Visit Tasks: Define assessment indicator definitions to specify the parameters to measure a distributor’s performance or compliance. These records are used to define metrics for specific task contexts.
Compare Targets and Actuals with Generic Visit Key Performance Indicators: Create Generic Visit Key Performance Indicator records to associate an assessment indicator definition to a visit task context. These records help sales managers compare expected versus actual values for metrics captured for a particular task.
Create Tasks for Distributor Visits: Define tasks that a field rep can perform during a visit to a distributor or a partner by creating generic visit task records. For example, a rep can upsell additional products, negotiate sales agreement renewals, discuss discounts, rebates, and more. Sales managers can define their own tasks and associate their own assessment indicators with the tasks that help capture key business and performance metrics.
Create a Visit: Create a visit and assign a field rep to the intended visit location such as a distribution center, a customer’s office, or a supplier’s warehouse.
Set Context for a Visit Task: A task performed during a visit can have a specific context such as a distributor’s account, a specific order, a product, or even a sales agreement. Sales mangers can associate specific assessment indicators with a task to make it more meaningful. The context of a task makes the job specific for the field rep.
Preconfigured Page Layout for Visit Completion: Field reps can track key visit details and complete the tasks during a visit by using the preconfigured mobile Visit page and Task page layouts.
Set Up Partner Visit Management: To get started with Partner Visit Management, enable it in Setup and assign users the appropriate permission sets. Manufacturing Cloud comes with separate page layouts for sales managers and field reps with components that address their unique business requirements. Typically, sales managers use the Salesforce desktop site to schedule visits and field reps use the Salesforce mobile app on their mobile devices to perform visits.
Complete Your Visits on the Go: Launch the Generic Visits app on your mobile device to check the visit details of the day. When at a location, you can check the account’s details and start the assigned tasks.
Preconfigured Page Layout for Visit Planning: Sales managers can schedule visits, track visit details, and create tasks for field reps by using the preconfigured desktop Visit page and Generic Visit Task page layouts.
Partner Visit Management Workflow: Using Partner Visit Management in Manufacturing Cloud, admins create the tasks to be performed during visits, specify their context, define the metrics to be captured, and create action plans. Sales managers create visits, assign field reps to visits, and associate action plans to visits. Field reps perform tasks and capture metrics during the visits.
Manage Your Product Portfolio in Manufacturing Cloud: Build a comprehensive product portfolio that efficiently showcases your product offerings to partners and customers. Win more business by helping sales teams easily find products in product catalogs, configure the attributes of products, and curate product bundles that meet customers’ needs. Elevate productivity by infusing your product catalog management processes with your sales processes.
Import Data to Update Sales Agreement Actuals: Update the actuals of sales agreements by importing product quantity data in bulk from external systems. If your company stores order, contract, and proof-of-sale information in external systems, your admin can configure the sales agreement actuals to be calculated manually in the Sales Agreement settings in Setup.
Manage Sales Agreements Actuals: With sales agreements, sales teams can track the actual revenue and quantity values, or actuals, from fulfilled orders. Sales teams can compare actuals with planned revenue and quantity values to track customer compliance with sales agreements.
How Are Sales Agreement Actuals Calculated?: A daily automated process derives and calculates sales agreement actuals from orders, from orders associated with contracts, or from quantities imported from external systems. Users can also manually recalculate the actuals of an activated sales agreement.
Data Processing Engine Template for Calculating Actuals in Sales Agreements: Use the data processing engine template for Sales Agreements to calculate the actual revenue and quantity for sales agreements based on the sales data that's stored in order records, transaction journal records, or custom object records. Clone and use the template as is, or customize it to suit your unique needs.
Sales Agreements Foundations Setup: Get started with Sales Agreements by setting up its foundational features. Specify when sales agreements can be renewed and choose how the actuals are calculated in sales agreements. Manage agreement metrics, the stages in the sales agreement lifecycle, and how agreements are approved.
Revenue Management Features for Sales Agreements Setup: Help your key account managers win more run-rate business by setting up revenue management features for sales agreements. Key account managers can easily identify suitable products for customers, personalize run-rate business deals, and optimally price products. Set up key Revenue Cloud features and control how pricing, catalog, configuration, and product discovery work for sales agreements.
Considerations for Sales Agreements: Keep the following considerations in mind while setting up and using Sales Agreements in Manufacturing Cloud.
Deep Clone a Sales Agreement: Save time and reduce errors by deep-cloning an existing Sales Agreement. Deep Clone creates a new, independent record that includes all related data from the original agreement, such as products, pricing, schedules, and custom attributes. You can create an exact copy with the same schedule dates or define a new start date and schedule count. All related records and custom fields are copied, while system fields like record IDs and status reset to default values. Deep Clone is ideal for creating similar agreements across regions, time periods, or business units and for renewing agreements with minimal changes.
Configure Context Service for Deep Clone: Deep Clone uses Context Service to retrieve and map data between Sales Agreements and its child entities during the cloning process. It includes an Out-Of-The-Box (OOTB) context definition and mapping.
Create Procedure Plan: Use the procedure plan definition to determine the correct context definition and mapping required for the deep clone.
Extend Context Definition: Extend the Out-Of-The-Box (OOTB) context to create a custom context definition with additional attributes, without modifying existing ones. Similarly, you can extend the mapping to include additional mappings, without changing the existing ones.
Setup Deep Clone: Set up and configure Deep Clone to allow your users to quickly create sales agreements.
Workflow for Deep Clone: Create a new sales agreement by cloning an existing one, copying all relevant data such as products, pricing, schedules, and custom fields.
Workflow to Set Up Sales Agreement Foundations: Set up and configure Sales Agreement Foundations to help key account managers add products and categories to sales agreements, track planned and actual metrics, and manage the sales agreements lifecycle. Assign the required permissions, and configure metrics, approvals, page layouts, and other settings.
What are Sales Agreements?: A sales agreement is a long-term agreement between a manufacturer and their customer for the sale of products. Manufacturers also refer to sales agreements as run-rate, renewable, production, and ongoing business agreements or projects. Sales agreements give sales teams an at-a-glance view of the planned and the actual revenue and quantities of orders across the agreement period. Sales, catalog management, product design, and pricing teams can elevate their processes by using the revenue management features for sales agreements.
Manage the Lifecycle of a Sales Agreement: Track the planned and actual values of agreement terms across the lifecycle of sales agreements—from inception to renewal.
What Are the Stages in a Sales Agreement’s Lifecycle?: The status of a sales agreement represents the stage of a sales agreement. The status of a sales agreement determines agreement term values that users can edit and if users can add products or categories to the sales agreement. If your admin set up an approval process for sales agreements, get a sales agreement approved during the agreement’s inception and when its agreement terms are updated.
Override Status Validations on Sales Agreements: Override predefined status validations on Sales Agreement to gain greater control and flexibility in managing sales agreements. This helps users modify active sales agreements, customize how actuals are calculated, and complete updates regardless of the Sales Agreement status. When disabled, standard system validations continue to apply. With this flexibility, teams can easily manage amendments, correct errors, handle renegotiations, support product lifecycle updates, and ensure that agreements are accurate and aligned with evolving business needs.
Sales Agreements Permissions: Salesforce admins, key account managers, and other users require specific permissions to set up, create, and manage sales agreements.
Create a Price Adjustment Schedule for Sales Agreements: Price designers categorize the discounts or price adjustments for the guidance prices of products in sales agreements by creating price adjustment schedules. These schedules can be based on the volume or attributes of products in the sales agreements.
Create a Pricing Procedure for Sales Agreements: Pricing designers can create pricing procedures that calculate the guidance prices of products with volume-based discounts, attribute-based discounts, manual discounts, or a combination of them all. Pricing procedures consist of pricing elements and resources. Pricing elements are logical, mathematical, or price calculation operations that act as steps in a pricing procedure. Resources are placeholders for values in pricing elements, and can be constants or variables. Pricing procedures call the appropriate lookup tables to perform pricing calculations.
Pricing Features Setup for Sales Agreements: Set up Salesforce Pricing to help pricing designers manage pricing and discount rules for products in sales agreements. Pricing designers create price books, define price adjustment schedules, and build pricing procedures. Based on the pricing rules, key account managers can generate guidance prices for products in sales agreements.
Product Catalog Management Setup for Sales Agreements: Set up Product Catalog Management to help catalog administrators and product designers design and organize your company’s product portfolio. Based on the structure and rules of the product portfolio, key account managers can browse through catalogs, customize product attributes, and add products to sales agreements.
Configure Quote and Sales Agreement Conversion: Help key account managers use simple workflows to easily convert sales agreements to quotes and quotes to sales agreements. Quotes and sales agreement conversion helps them speed up the sales cycle, prevent manual errors, reduce manual data entry tasks, and deliver a seamless sales experience. To configure the record conversion, ensure you enable the required features, grant permissions to users, review the preconfigured context definition and flow, and add the actions to the required page layout.
Workflow to Set Up Revenue Management Features for Sales Agreements: Set up and configure revenue management features for sales agreements to help key account managers quickly add products to sales agreements from product catalogs, get rules-driven prices, and configure product attributes. Assign the required permissions, and implement the necessary Revenue Cloud features.
Customize Page Layouts for Revenue Management Features for Sales Agreements: Help key account managers select products from product catalogs, review product attributes, and get guidance prices for sales agreements. Add the required fields and buttons to the Sales Agreement and Sales Agreement Product page layouts. Customize the Sales Agreement Product multi-line layout.
Define the Stages in the Sales Agreement Lifecycle: The Status and Status Code fields on a sales agreement record determine the stages of the sales agreement. The predefined status code values help you maintain a consistent classification to manage the standard lifecycle of sales agreements. Add stages to the lifecycle by creating statuses and mapping the new statuses to the predefined status codes. To customize the sales agreement lifecycle further, rename, reorder, and delete statuses.
Track Adjustments in Sales Agreement: Easily track and review details of changes users make to metric values in sales agreements. You can track adjustments when users update metric values directly in the Agreement Terms grid or through mass update processes. Users can view previous and updated values, user information, and any adjustment notes. This helps maintain data accuracy and strengthens accountability across teams.
Use Deep Clone: Create renewals quickly and accurately by cloning key details from the original Sales Agreement, including products, pricing, schedules, and related data. Reduce manual effort, ensure data consistency, minimize errors, and improve efficiency for your sales team.
Manage Sales Agreement Terms: Monitor revenue and quantity metrics across various products and schedules in a sales agreement on the Agreement Terms tab on a Sales Agreement record. Update individual or multiple sales agreement values at a time. Recalculate the agreement’s actuals.
View Agreement Terms Data in the Sales Agreements Table: The sales agreement table shows the metric values for products or categories across various schedules in the sales agreement. Track specific sales agreement term values by viewing the terms for a metric group or for all schedules. Easily compare metrics for products across various schedules with minimum scrolls. Filter sales agreement data by products or categories, or by time period. Use keyboard shortcuts to quickly navigate through your data and perform key actions.
Manage Samples: Sample Management provides a centralized framework to automate the end-to-end lifecycle of product sampling, from the initial customer request to final evaluation. For manufacturers, providing samples is often the decisive step in winning B2B business, however, traditional reliance on Excel sheets and emails often leads to lost inventory, disconnected teams, and zero visibility into ROI. Sample Management helps you solve these challenges by integrating the physical sample directly into the digital sales process.
Add Custom Product Requirements: Manufacturers often receive requests for modified formulations or prototypes that do not exist in the current catalog. Use the Product Requirement Specification (PRS) workflow to capture technical needs for these non-standard products. The PRS allows you to define functional, compliance, and packaging requirements while maintaining version control over the evaluation process.
Add Sample Products: After creating the sample request, add the sample items that are needed.
Use AI Powered Document Reader: Sample Management includes an AI-driven document reader that uses prompt-based extraction to convert unstructured customer requirement documents into structured Product Requirement Specification (PRS) data. Generative AI-enabled fields powered by prompt templates can help users complete their work faster. With a click of a button, users can quickly populate the data from the uploaded document.
Considerations and Limitations: Review these considerations and system behaviors before implementing or using Sample Management.
Create Sample Products: Create products that are classified as samples in your catalog. Only these products will be available for selection in the Sample Request flow. This ensures that only sample products are available for sample distribution and prevents users from accidentally shipping bulk commercial products as free samples.
Create Versions for Custom Product Requirements: You can maintain multiple versions of a requirement. All iterations are visible in the Product Requirement Specification Versions related list.
Create and Manage Sample Requests: Streamline the sampling process by creating sample requests with all required sample details. You can initiate a request directly from the Sample Requests page or from an Opportunity, Lead, or Visit record. When created from an existing record, relevant account and stakeholder details are automatically associated, ensuring data consistency and reducing manual data entry for shipping and contact information.
Customize Extraction Prompt Template: Organizations can customize the default prompt to align with their industry terminology, compliance standards, or internal specification formats.
Field Customization for Sample Management: To align with specific business processes, admin can define custom picklist values for some of the Sample Management fields.
Set Up Sample Management: To get started with Sample Management, admin needs to enable the feature, ensure users have the necessary access, and create products that are classified as samples. Use Salesforce Go for a streamlined setup experience. This guided flow walks you through the entire process, including enabling the feature and managing the required licenses and permission sets in one place.
Sample Management Workflow: Admins build the foundational framework by classifying products and configuring lifecycle stages, while Account Managers drive the execution from initiating requests and utilizing AI-driven extraction for custom specifications.
Set Up Security and Permissions for Manufacturing Cloud: Grant users access to the features by assigning them permission set licenses. Create profiles to define how users access objects and data, and what they can do within the application. Establish the baseline level of access for each object by setting up organization-wide defaults and extend access beyond the baseline level by configuring role hierarchies, sharing rules, and other sharing mechanisms.
Action Launcher for Manufacturing Cloud: Makes it easier for customer service reps (CSRs) and account managers to find and run actions, such as updating a case or renewing a contract, from the pages where they work.
Service Revenue Analytics Dashboard: Monitor recurring and non-recurring revenue streams, revenue composition, contract attachment rates, and operational drivers to identify growth opportunities across customers and asset classes. Gain visibility into how service operations translate into financial outcomes and use data-driven insights to grow service revenue through various revenue streams.
Audit Trail for Manufacturing Cloud: Lets customer service reps inspect identity-verification logs, detect potential fraud, and support compliance audits.
Service Console Components in Manufacturing Cloud: Service Console for Manufacturing empowers customer service representatives (CSRs) to get a holistic view of a contact, promptly resolve customer queries, and get alerts about critical activities. Asset Service Console for Manufacturing gives CSRs a 360-degree view of an asset and its activities, such as its major milestones, service performed on it, and its related cases and warranties. Service console components are versatile capabilities that can be customized within these consoles or extended to work with other standard pages.
Work with the Service Console for Manufacturing: The Service Console for Manufacturing gives you a holistic picture of the customer and ties together the tools that you need to resolve their queries and provide proactive service. For example, when a B2B customer calls your service center, as a customer service representative (CSR), you can use the console to multitask without losing the context of the interaction. On a single screen, track upcoming engagements, check order delivery status and asset performance, upsell an extended warranty, escalate a case, and more.
Set Up Service Console for Manufacturing: Get started by enabling Service Console for Manufacturing in Setup. Assign users the appropriate permission sets to give them access to Service Console for Manufacturing and service console components. Configure the service console components to fine-tune each step in your service experience.
Extend Service Console for Manufacturing: Supercharge agent productivity and deepen customer relationships by customizing the service console components in Manufacturing Cloud. Customize the components within the Service Console for Manufacturing or configure them to work with different standard pages. Watch this video to explore how to extend the Service Console for Manufacturing.
Identity Verification for Manufacturing Cloud: Lets customer service reps confirm the identity of a customer or authorized representative before processing a request that involves personally identifiable information (PII).
Create a Warranty Term: Define warranty terms to specify the eligibility requirements and the entitlements you provide to rectify issues with products. Specify the labor, parts, expenses, and exchange options covered under the warranty term.
Create a Part Return Request From a Claim: Service teams can create a part return request for one or more products related to a claim. For each part that must be returned, they can specify the dealer details, source and destination locations, and the reason for the return. Each part return request can contain multiple requests for all the parts that must be returned.
Create a Part Return Request by Using a Work Order: Create a part return request for one or more products related to a claim. For each part that must be returned, specify the distributor details, source and destination locations, and the reason for the return. Each part return request can contain multiple requests for all the parts that the manufacturer is expecting back.
Service Parts Return: Manage the return process for service parts to improve the service process efficiency for users. Request customers to return the damaged parts related to a claim, when the part must be replaced.
Service Processes for Manufacturing: Streamline service operations so customer service reps can move requests from intake to fulfillment through a consistent, guided process.
Record Alerts for Manufacturing Cloud: Keeps customer service reps and account managers informed about time-sensitive changes across partner, customer, asset, and other business records.
Goodwill Repair: Dealers or original equipment manufacturers can use the Goodwill Repair service process to support customers who request repair assistance for their assets. Through this process, dealers can select the customer's asset, review existing warranty coverage, choose the relevant work order, and capture comments to support the goodwill request. A case is then created for the Warranty Administrator, who reviews the customer's claim history and past work orders, assessing the request in the context of the customer's service relationship and prior repair patterns. The Warranty Administrator decides whether a goodwill claim should be raised, determines the contribution percentages to apply to each line item, and records the reasoning behind those decisions. This ensures that goodwill is extended consistently and fairly, helping strengthen customer loyalty while maintaining clear governance over discretionary repair costs.
Customize the Goodwill Repair Flow for Dealers: For original equipment manufacturers (OEM), users are usually identified through Partner User records, where the Account is directly linked to the User profile. For dealerships, users are usually Standard Users. Since Standard User records don't natively link to a dealership Account, use the Branch Management data model to identify the dealership that the user represents. Update the Create Goodwill Repair Claim flow for enabling this.
Discover and Set Up Manufacturing Cloud Features With Salesforce Go: Explore, set up and configure, and monitor usage of Manufacturing Cloud features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration - all without leaving the setup page. Discover more Manufacturing Cloud features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Organization-wide Default Sharing Settings for Manufacturing Cloud Objects: Establish the default level of access to records of Manufacturing Cloud objects for internal and external users with organization-wide sharing settings. Organization-wide sharing settings establish the default level of access that users have to each others’ records. You can extend access to users beyond the organization-wide defaults by using sharing rules, role hierarchies, and manual sharing.
Add the Conversion Action to Page Layouts: To allow users to initiate the conversion, you must manually add the Convert Sample Request to Order action to the Sample Request record header. This makes the button visible to sales reps directly on the record they are evaluating.
Convert a Sample Request: Generate a sample order directly from an approved sample request record.
Context Definition for Sample Request Conversion Processes: Use the predefined context definition, SampleRequestConversion, to automatically map and transfer data when converting a sample request into an order for sample fulfillment. The SampleRequestConversion context definition consists of a canonical data structure, mappings to data sources, and context tags to enable seamless data flow between the sample request and fulfillment lifecycle.
Convert Sample Requests to Fulfillment Orders: After a sample request is approved, you can convert it directly into a sample order for fulfillment. This streamlined approach eliminates manual data entry, reduces errors, and speeds up the transition from sampling to fulfillment by bypassing intermediate steps. It also ensures that product details, quantities, and account information remain consistent, reducing manual data entry errors and improving operational efficiency.
Extending the Sample Request Conversion Definition: While the SampleRequestConversion context definition provides a standard mapping for essential fields such as Address, Account, and Price Book, your business process may require additional data to be carried over to the order—such as custom "Handling Instructions" or "Special Discount Codes."
Initiate Sample Requests from Campaigns: To measure the effectiveness of marketing initiatives, you can initiate a sample request directly from a Campaign record. This allows organizations to track the Campaign-to-Sample-to-Fulfillment rate, providing clear visibility into the ROI of sampling programs.
Stage Management for Manufacturing Cloud: Helps manufacturers move complex records through controlled lifecycle stages after required work, criteria, and approvals are complete.
Timeline in Manufacturing Cloud: Gives service and commercial teams a chronological view of customer activities so the next representative has the context needed to continue the conversation.
Timesheets: nable field technicians to associate assets with timesheets and capture detailed information by using configurable forms. Technicians can update verified timesheets to maintain accuracy, while supervisors and admins control the visibility of entry fields to match operational needs.
Tableau Next Apps for Manufacturing: Tableau Next Apps for Manufacturing provide pre-built, analytics-driven dashboards that deliver role-based visibility into key manufacturing processes such as sales agreements, service revenue, and operational performance. These apps combine Data 360 and Manufacturing data to surface actionable insights for decision-making. By standardizing metrics and visualizations, they enable faster adoption of analytics across manufacturing business functions.
Manufacturing Insights: Manufacturing Insights is a Tableau Next-powered analytics app that provides Key Account Managers with a 360-degree view of sales agreements, planned volumes, and actual sales. By delivering real-time visibility into agreement compliance and revenue leaks, these dashboards empower teams to protect existing business and ensure contract adherence.
Account Health - Accounts in Focus: Use the Account Health - Accounts in Focus dashboard to identify which accounts need follow-up for order inflow and to rank your best and worst performing accounts. This dashboard helps key account managers prioritize outreach toward the accounts with the most outstanding revenue and the widest actual-to-plan gaps.
Account Health - My Account Relationships: Use the Account Health - My Account Relationships dashboard to understand the length and value of your account relationships, including how long each account has been (and will remain) under agreement and its Customer Lifetime Value (CLV). This dashboard helps key account managers identify their most valuable long-term relationships and spot accounts whose value or tenure is at risk.
Account Health - Overview: Use the Account Health - Overview dashboard to get a single, top-of-funnel view of your planned book of business and how your accounts are tracking against their sales forecast. This dashboard gives key account managers and territory managers an immediate read on overall business health before drilling into individual accounts.
Account Performance (Embedded): Use the Account Performance dashboard, embedded on the Account record, to evaluate how a specific account is tracking against its revenue commitments before customer meetings or business reviews. This dashboard gives the key account managers immediate, in-context visibility into account-level realization and agreement performance without leaving the account record.
Account Insights - Agreement Performance: Use the Account Insights - Agreement Performance dashboard to evaluate how an account is performing against its revenue commitments over time, compare current prorated revenue against the same period from the previous year, and project whether the account is on track to meet its full-year targets. This dashboard helps key account managers move beyond point-in-time snapshots to understand performance trends and anticipate shortfalls before they become material.
Manufacturing Insights Dashboards: The Manufacturing Insights app includes Key Account Manager Home, Account Performance, and Sales Agreement Home dashboards designed to provide actionable intelligence within the Key Account Manager's workflow.
Key Account Manager Home: Use the Key Account Manager (KAM) Home dashboard to monitor the overall health of your book of business and identify where revenue is at risk across all active sales agreements. This dashboard provides the account managers with a centralized view of agreement compliance, revenue leaks, and renewal priorities, enabling them to take proactive action before underperformance impacts financial targets.
Product Demand: Use the Product Demand dashboard to understand which products and accounts carry the highest planned and forecasted demand, so you can plan production capacity accordingly. The dashboard has two tabs: Planned Demand (demand committed through sales agreements) and Forecasted Demand (statistically projected demand).
Product Performance - Actual vs. Planned: Use the Product Performance - Actual vs. Planned dashboard to measure how your products are performing against their planned demand and to pinpoint which accounts are causing the largest actual-to-plan gaps. This dashboard helps key account managers and demand planners find where demand realization is falling short and diagnose whether the cause is concentrated in specific accounts or periods.
Product Performance - Sales Trends: Use the Product Performance - Sales Trends dashboard to identify your top-selling products, see how product sales are trending over time, and understand which accounts and agreements contribute most to a product's sales. This dashboard helps key account managers focus demand-generation effort on the products and relationships driving the most revenue.
Account Insights- Product Sales & Pricing: Use the Account Insights - Product Sales & Pricing dashboard to get a product-level breakdown of sales realization and pricing structures for a specific account, and to identify which products are driving performance and which are contributing to revenue shortfall. By surfacing the top and bottom five accounts by contract adherence, this dashboard helps key account managers take targeted action on the products and accounts that matter most.
Sales Agreement Home (Embedded): Use the Sales Agreement Home dashboard, embedded on the Sales Agreement record, to monitor the performance of a single agreement at the product level and ensure contract terms are being met. This dashboard gives key account managers the granular visibility needed to identify which products are underperforming, whether purchase intervals are being maintained, and whether pricing deviations are contributing to margin erosion.
Service Revenue Analytics: Service Revenue Analytics is a Tableau Next-powered analytics app that provides a comprehensive view of service revenue performance, asset lifecycle trends, and customer value. By delivering visibility into recurring revenue streams, contract attachment rates, and operational drivers, this dashboard helps organizations identify growth opportunities, improve contract renewals, and optimize overall service profitability.
Set Up Manufacturing Insights: Follow these steps to deploy the pre-built analytics assets using the Salesforce Go interface.
Set Up Service Revenue Analytics: Follow these steps to deploy the Service Revenue Analytics dashboard using the Salesforce Go interface.
View Your Business Performance in a Single Dashboard (Beta): Stay on top of your Manufacturing business with an at-a-glance view of your organization’s performance. Use the Business Overview dashboard to compare planned and actual revenue values, understand account performance, and track upcoming renewals from sales agreements.
Create User Profiles for Manufacturing Cloud: Manage data access for users with profiles. Profiles define access to objects, fields, apps, tabs, and page layouts. Profiles are defined by the users’ job functions. You can assign only one profile to each user. Manufacturing Cloud doesn't come with default profiles, so you must clone any standard profile and customize it.
Manual Adjudication of Warranty Claims: Warranty claim adjudicators can adjudicate warranty claims by examining information on the defective assets, by checking asset warranties and warranty terms, and by tracking their causal parts on the preconfigured Claims record page. The Claims record page pulls relevant information from various sources to give warranty claim adjudicators a view of every aspect of the warranty claim. Warranty claim adjudicators can drill down to the required information by opening records as subtabs and can determine the approved amount for each claim coverage payment detail.
Workflow of Warranty Claim Adjudication Process: To set up a warranty claim adjudication process with scalable and comprehensive rules, use Flow Builder, Business Rules Engine, and Context Service. Learn how these capabilities work together, the key steps in a typical adjudication process, and the decisions to be made before building the process.
Claim Validation Element in Expression Sets: Add the Claim Validation business element to an expression set to validate a warranty claim against the business rules in the expression set. The business element uses the ID of a claim record to process the claim and specifies if the claim is approved. If the claim isn’t approved, the business element specifies the products that aren’t covered under a warranty. Use the element with other meaningful elements in the expression set to build a comprehensive warranty claim adjudication process.
Adjudicate Warranty Claims: Adjudicate warranty claims by examining defective assets and their causal parts, by checking existing warranty coverages, and by verifying labor services, part replacements, and expenses incurred to rectify the asset. Warranty claim adjudicators can get a holistic view of every aspect of the warranty claim and manually adjudicate the claim on the preconfigured Claims record page. Admins can set up a warranty claim adjudication process by using process automation tools such as Flow Builder and Business Rules Engine.
Product Warranty Claim Approval Predictions by Using Scoring Framework: Use Scoring Framework to get predictions about the likelihood of product warranty claims getting approved, based on previously approved claims. Adjudicate warranty claims by reviewing these scores to determine whether you can approve the claims as they are, or must verify the claims further.
Claim Coverage Payment Detail Fields in Manufacturing Cloud: To rectify a causal part in a defective asset for a warranty claim, your company can incur multiple expenses, perform different labor services, and replace various parts. Create a Claim Coverage Payment Detail record to capture detailed information about each expense, repair, and labor service for a causal part. Warranty claim adjudicators can adjudicate warranty claims by determining the adjusted amount on a claim coverage payment detail. Review the fields available on the Claim Coverage record.
Claim Coverage Fields in Manufacturing Cloud: There can be multiple parts in a defective asset that cause the issues related to a claim. Create a claim coverage for each causal part in a defective asset that requires repair or replacement. Capture detailed information about the defective asset such as its associated warranty, fault code, and coverage type. Review the fields available on the Claim Coverage record.
Claim Item Fields in Manufacturing Cloud: Create Claim Item records to capture information about the work to be performed on a defective asset related to a claim. Record granular information about a defective asset such as its usage, fault date, and repair date. Review the fields available on the Claim Item record.
Claim Participant Fields in Manufacturing Cloud: Associate multiple stakeholders with a warranty claim using Claim Participant records, for example, a dealer representative, an end customer, and a service technician. By capturing information about the stakeholders related to a warranty claim, warranty claim adjudicators can easily contact them to solicit additional information or request clarification. Review the fields available on the Claim Participant record.
Claim Fields in Manufacturing Cloud: A warranty claim is a request made by a partner, dealer, or distributor to the manufacturer to repair, replace, or provide a refund for a defective asset. Capture high-level information about a warranty claim such as its type, reason, and account in Claim records. Review the fields available on the Claim record.
Capture Warranty Claims from Partners and Distributors: With detailed warranty claim information, warranty adjudicators can accurately investigate product defects, swiftly verify claim coverages and expenses, and reduce follow-ups for additional information. Capture information about defective assets, existing warranties, causal parts, expenses incurred, and claim stakeholders by creating Claim, Claim Item, Claim Coverages, Claim Coverage Payment Details, and Claim Participant records. Partners can easily submit warranty claims and closely track their status from the Manufacturing Experience Cloud site. Manufacturers can also create claims on behalf of partners.
Create a Code Set: Establish a robust set of service standards that can be accurately and consistently used in various operations performed by your company. Define a code set to standardize the definition of a situation or an activity, for example for code sets for labor activities, product defects, and expenses.
Create a Codeset Relationship: Define codeset relationships to associate a code set with another code set. For example, create codeset relationships between product fault codes and product labor codes to map the combinations of product defects with the different labor services that can rectify them.
Context Definition for Warranty Claim Adjudication Processes: Warranty Lifecycle Management has a predefined context definition called Claim Details that enables the efficient retrieval and consumption of warranty claims data in various applications. The Claim Details context definition consists of a data structure for claims data, mappings to data sources, and context tags to enable consuming applications to use claims data.
Create a Flow for Your Warranty Claim Adjudication Process: Create a record-triggered flow to retrieve warranty claim details by using Context Service, invoke an expression set to adjudicate warranty claims, and perform actions based on the adjudication of the claim.
Automated Adjudication of Warranty Claims: Build an end-to-end warranty claim adjudication process to make warranty claim adjudicators more productive, to reduce claim processing time, and to prevent errors. Set up an automated claim adjudication process by using Flow Builder, Business Rule Engine, and Context Service.
Learn About Warranty Lifecycle Management: Establish warranty eligibility rules, define service standards, capture claims, and adjudicate claims using Warranty Lifecycle Management in Manufacturing Cloud. Use the robust, extensible data model in Warranty Lifecycle Management.
Manage the Warranty Lifecycle in Manufacturing Cloud: Orchestrate the complete warranty lifecycle—from warranty administration to claims collection and adjudication—by using Warranty Lifecycle Management. Create and manage warranties at multiple product levels. Define a robust framework of warranty eligibility rules and entitlements based on labor, parts, and expenses covered. Develop thorough service standards for product defects, expenses, and labor services to ensure accuracy and consistency in warranty management and service operations. Capture the right information about claims from partners, dealers, and distributors to minimize subjectivity in claims adjudication, and reduce followups for clarification. Build an automated warranty claims adjudication process to supercharge the efficiency of claims adjudicators, to prevent manual errors, and to reduce processing time. Manually scrutinize and adjudicate warranty claims from a single page.
Submit Warranty Claims from Your Manufacturing Portal: Partners and distributors can effortlessly submit warranty claims to the manufacturer and track claim status and approved amounts using the Manufacturing Experience Cloud site. Partners can capture details about the warranty claim by creating Claim, Claim Item, Claim Coverages, Claim Coverage Payment Details, and Claim Participant records. Manufactures can also create records on behalf of their partners when partners give warranty claim information through channels like chat, mobile, and email.
Create a Product Fault Code: Create product fault codes to establish standardized descriptions of the typical faults in a product. Use product fault codes to easily identity the defects in a product and sort products repairs and replacements based their faults.
Create a Product Labor Code: Define product labor code to standardize the type of labor services your company offers with their estimated effort. You can specify product labor codes in warranty term coverages to extend or restrict the labor services that are covered under a warranty term.
Set Up Warranty Lifecycle Management: To let users administer warranty rules and entitlements and capture, track, and adjudicate warranty claims, enable Warranty Lifecycle Management in Setup and assign them appropriate permission sets.
Track Supplier Recovery Claims from Your Manufacturing Portal: Suppliers review the supplier recovery claims raised by the manufacturer by using the Manufacturing Experience Cloud site. The claim adjudicator at the supplier approves or rejects the payout after thorough deliberation.
Create Contracts with Suppliers: To define the arrangements with suppliers who reimburse you, create contract records. Establish contracts with suppliers to define the arrangements for suppliers to reimburse you for the expenses incurred for replacing or repairing faulty product parts. Create Sales Contract Line records to define product parts that are covered under supplier recovery contracts, and specify details such as total price, unit price, product code, and status.
Create Supplier Recovery Claims: Create supplier recovery claims from warranty claims. A supplier recovery claim is a request made to a supplier for reimbursement of costs incurred due to defects or quality issues in the supplier's products or services.
Create Suppliers and Supplier Products: Create supplier records to capture important details about the suppliers that you procure product parts and components from. Create supplier products to relate the suppliers with the parts that they’re supplying.
Supplier Recovery Management: Use the supplier recovery claim process to raise a reimbursement request for parts that are covered under contract terms with suppliers. Ensure that you clearly define the supplier recovery terms when you enter into contracts with suppliers. So, when you adjudicate a warranty claim, if the defective part is under a contract with a supplier, you can be reimbursed for those costs based on the contract terms. If you incur a cost due to quality issues in the products or services provided by a supplier, create supplier recovery claims to recover the cost from the supplier. Create supplier recovery claims from an existing warranty claim. Suppliers can adjudicate claims from the Experience Cloud site.
Suppliers and Contracts: Define the supplier recovery terms that you want to enter into the contracts with suppliers. These contracts include information about the parts that are supplied by the supplier. Specify the price that the supplier agrees to pay for the causal part and whether you must return the defective part to them. Recovery can be for labor, parts, or any other expenses covered in the contract. The creation of a detailed supplier contract simplifies the supplier recovery claim process.
Create a Warranty Term Coverage: Define warranty term coverages to introduce greater granularity and flexibility to your rules on warranty eligibility and entitlement. You can extend or restrict the coverage of a warranty term based on labor effort required or expenses incurred. Specify the part of a product or the product labor code or expense code to be included or excluded in the coverage of a warranty term.
Workflow for Warranty Lifecycle Management: Salesforce admins enable the Warranty Lifecycle Management feature, configure warranty rules and service standards, set up claims processes, and assign permissions. Users can submit, track, and adjudicate warranty claims through streamlined interfaces and automated processes.
Add Warranty Claim Omniscript to Your Experience Cloud Site: Partner users can use the Warranty Claims prebuilt app from your Experience Cloud site. Add the Omniscript component to your Experience Cloud site and edit its properties accordingly.
Update Warranty Claims Lightning App Page: When you add the Warranty Claim Omniscript to the Asset Service Console Lightning page, your users can easily use the Warranty Claims prebuilt app.
Export Warranty Claims Omnistudio Components: The Warranty Claims prebuilt app includes various Omnistudio components. To use the Warranty Claim app in your Salesforce org, first export the Warranty Claim Omniscript and Flexcard from your Learning trial org to your system.
Create Warranty Claims by Using the Workflow: Partners and agents create warranty claims by using the Warranty Claims prebuilt app. The Warranty Claims prebuilt app consists of Omnistudio components, Lightning Web Component bundles, a Lightning Page, and a tab. You can use the prebuilt app in the Salesforce desktop site and in the Salesforce mobile app. If you buy a product and wish to claim reimbursement for the cost of repairs done under warranty, use this guided workflow to quickly create a warranty claim.
Permissions for Warranty Claims Prebuilt App: Assign the appropriate permission sets to give users access to the objects and components of the Warranty Claims prebuilt app. You must also assign users some additional object and system permissions that aren’t included in the permission sets. You can specify these object and system permissions in the users’ profiles. Or, you can clone the standard permission sets, specify the appropriate permissions, and assign the cloned permission sets to users.
Set Up and Configure the Warranty Claims Prebuilt App: To configure the Warranty Claims prebuilt app, first install the Warranty Claims package in your Salesforce org. Then, export the Warranty Claims Omnistudio components from your Learning trial org and import them into your Salesforce org. In your Salesforce org, add the Warranty Claims Omniscript to the Asset Service Console page. Provide the appropriate level of access to your internal and external users.
Work Order Estimation in Manufacturing Cloud: Streamline service planning and billing operations by generating comprehensive quotes for services on assets. Service agents and field service technicians can generate quotes for asset services that consider the work type, the products required to perform the work, and the assets' coverages and entitlements. After customers approve the quotes, service agents can easily generate work orders to track the services.
Configure Record Pages for Warranty Parts Return: Add Action Launcher to the Account record page and service request attributes to the Case record page so that users can start and review Warranty Parts Return requests.
Customize the Warranty Parts Return Flow: Optionally replace the confirmation-email header image in the Process Warranty Parts Return flow with an image that represents your company.
Warranty Parts Return in Manufacturing Cloud: Use Warranty Parts Return to configure and run a service process that captures part returns from warranty claim and work-order contexts.
Prepare Your Org for Warranty Parts Return: Provision the required licenses, assign permission set licenses, turn on features, and prepare the records that the Warranty Parts Return service process uses.
Expression Set Migration By Using Salesforce CLI: Use Salesforce CLI (SF CLI) to migrate the Business Rules Engine components - such as expression sets, decision matrices, decision tables, and their dependencies - from one org to another.
Migration Scenarios and Workflow: Let’s look at a few scenarios for migrating calculation matrices as decision matrices and calculation procedures as expression sets. Let’s also review the migration workflow for various states of the calculation matrices and calculation procedures.
About Component: The About UI component shows the version information for the Consumer Goods Cloud Offline mobile app.
Consumer Goods Cloud: This section lists the features and functionality of the Consumer Goods Cloud offline mobile app framework.
Adding a Check on Consumer Goods Cloud-Generated Datasources: Consumer Goods Cloud mobile framework automatically adds an IsDeleted condition to all the modeled data sources. This helps in filtering the deleted records in the Consumer Goods Cloud-generated data sources. This process improves the implementation time of the Consumer Goods Cloud offline mobile app.
Application Error Messages: Read error messages from the Sync Configurator page to analyze an issue specific to a device.
Application Log Files: You can analyze an issue specific to a device by viewing the log files from the Consumer Goods Cloud offline mobile app.
Application Security PIN: To enable better security and adherence to the mobile security standards, the Consumer Goods Cloud offline mobile app has a PIN feature. This pin is specific to a user and enables access to the Consumer Goods Cloud offline mobile app. It also enables the application to lock itself, if the user is inactive for a predefined period.
Bulk Mode for Named Fetch Trees: Bulk mode allows you to request for the download of multiple named fetch trees. Bulk downloads take lesser time to fetch NFTs as multiple NFT requests are downloaded in a single request.
DataSource Adaptions for Timezone Handling: Because of timezone handling changes, the Consumer Goods Cloud Mobile App Framework considers the baseType of a property to initiate conversion of DataSource UTC value to an ANSI date.
Direct Download of Attachments: Consumer Goods Cloud Mobile App Framework supports the direct download of mandatory attachments on a mobile device. The mandatory attachments are downloaded automatically during Initial Sync or First Sync of the Day.
Facade.getBatchSfOnDemandDataAvailabilityAsync(): Looks for all the Named Fetch Trees within a BatchNftRequest object. Verifies whether the NFTs are available, downloaded, or pending download.
Facade.getLastFirstSyncOfDayTimestampAsync(): Consumer Goods Cloud Mobile App Framework provides a method, Facade.getLastFirstSyncOfDayTimestampAsync, that enables you to get the timestamp of the last successful First Sync of the Day synchronization performed on the device. The timestamp is in the ANSI format (YYYY-MM-DD hh:mm:ss).
Facade.requestBatchNftDataAndContinue(): Performs a bulk Named Fetch Trees request. This method completes immediately and the NFT requests are handled in the backend.
Facade.requestBatchNftDataAndWait(): Performs a bulk named fetch trees (NFTs) request. This method completes after all the requested NFTs are processed.
Facade.requestSfDataOnDemandAsync(<nft name>, <array of nft ids>): When Consumer Goods offline mobile app is launched, the devices are synced and Consumer Goods Cloud Mobile App Framework automatically checks for and downloads new or modified tracked objects. A BoSfReplicationCallback.requestOnDemandDataAsync method is called to trigger the named fetch tree (NFT) sync. This method retrieves the IDs of all the mandatory NFTs and calls the Facade.requestSfDataOnDemandAsync method to request for NFT synchronization.
First Sync of the Day: Consumer Goods Cloud Mobile App Framework supports the cleanup of unwanted data that gets stored on a device.
getSfNotReceivedCountAsync(nftNameArray): Verifies the state of the named fetch trees (NFTs) in an array and returns a promise with the count of the NFTs pending download.
LinkedEntityAttributeName Attribute: The Salesforce Datasource contracts use the linkedEntityAttributeName attribute to support Salesforce files.
Log Settings Tab in the Mobile App: The Log Settings tab in the mobile app debug screen—launched by tapping three times—displays log-specific fields for the mobile device.
Parsing URI Scheme (Android and iOS): To eliminate manual entry when logging in to the Consumer Goods Cloud offline mobile app, tap the link in the email attachment or use the QR code that contains the link. The consumer key, the call back URL, and the optional My Domain ID are parsed from the URI and takes you directly to the login page.
Trace Mode: Admins can use the Trace Mode feature to trigger a backend request to trace information related to a specific remote device. This feature helps to analyze and support an issue with the device.
Use Advanced Search: Advanced search is a database search that allows for a more detailed search than the standard text-based quick search. Quick search searches predefined fields of the list items and compares their values to the search term, whereas, an advanced search helps define search operators and values. This feature enables the user to search for values greater than a given value or different from a given value.
User Interface Changes During Synchronization Process: The Sync screen enables you to view the progress of different synchronization types step by step. After the synchronization process is initiated, user interaction is blocked until the synchronization completes.
Additional Customization Capabilities: You can create a customized collection of cards in the existing user and store cockpit or in a custom cockpit. You can develop custom mobile themes to change the look and feel of your CG Cloud offline mobile app. Define the process of taking, saving, deleting, and replicating pictures. Use the CG Cloud mobile app framework APIs to implement additional features such as PIN security lock, model quick filter, configure pop-up notifications, add a questionnaire or survey screen, add buttons in lists, configure printer settings, and more.
AdvancedSearch Component: Use the AdvancedSearch UI component to search and to set favorite search conditions.
AdvancedSearch Control: The AdvancedSearch control element supports the advanced search within a tabbed view. AdvancedSearch control enhances map-based planning by providing better visualization of customers from your device location in a map view. The AdvancedSearch control element is supported in the SingleElementArea area pattern within the TabbedViewAreaSection section pattern.
Accelerate Mobile App Customizations with AI: The ai-wiki/ directory gives you contextual guidance right inside your workspace. It speeds up customization, troubleshoots issues, and builds Consumer Goods Cloud mobile app features faster. When you install or update the Modeler Salesforce CLI plugin, the system automatically distributes and manages ai-wiki/ across your workspaces.
API for Sales Folder: Sales Folder uses getNumberOfColumns() API method to calculate the number of columns depending on the form factor and the orientation in the same way as the Cockpits. Cockpits are card collections that serve as a landing page for certain business processes or modules. They provide users with a compact view of the most relevant information and can be used as entry points for more details.
Area: An area is a part of a section and describes a genetic area in the User interface. Areas contain one or more UI controls. You can use different area patterns to further define the layout of a section.
Area Component: The Area UI component is a container for UI components. It defines the look and feel of the menu items and other UI elements in the area.
AttachmentFolder Component: The AttachmentFolder UI component stores attachments such as documents, images, and videos.
AttachmentViewer Component: Use the AttachmentViewer UI component to open attachments by using an internal or external viewer.
Attributes: Use attributes and its sub elements to specify the columns you want to fetch from the database and build the SQL statement.
BannerFilter Component: Use the BannerFilter UI component to filter the list of options in the order banner.
The Basics: Know more about how to use the elements of PrintLayout.
Bindings: Use the Declarations macro path to bind dynamic data. You can use optional attributes in macros to define the typical bindings for the repetitive variables in the each and correlation nodes.
BindingUtils: BindingUtils is a class of the Framework API.
refreshEARights(includeLists): Reapplies the edit and access rights for the current UI page according to the edit and access right bindings set for the various UI elements on the page. When the function is called, the changes take place immediately on the UI.
BoFactory: BoFactory is a class of the Framework API.
Breadcrumb control: The Breadcrumb control is a nested list control. You can use the breadcrumb control to enhance navigational functionality in the application. Breadcrumb navigation tracks the steps you take in an application and helps you to retrace steps quickly.
Bulk Update Mode for Lists: Whenever a change of value is made to a list item, an event is triggered to the business logic, to inform about the change which contains information about the old value and the updated value of the item.
Business Object Contracts: Use a business object contract to show and control data from Salesforce by using custom business logic. You can create business objects by using the business object contract and datasource contract.
Business Logic Contracts: Use business logic contracts to design the behavior of the Consumer Goods Cloud offline mobile app and its features. Business logic contract comprises JavaScript methods that you can use to define how to process and transform data, set access rules, set validations, and perform actions based on certain rules and requirements.
Edit and Access Rights for UI Elements: In UI contracts, use bindings to apply edit and visibility permissions to UI elements such as buttons, tabs, and context menu items.
Getter and Setter Functions: Define and control access to simple properties, nested objects, and listed objects by using getter and setter functions.
Naming Conventions: Asynchronous methods and constants for business objects follow specific naming conventions.
Edit and Access Rights: Control the edit and access rights for UI elements directly in the UI contract for certain UI elements, and indirectly via business objects and their simple properties.
Role-Based Edit and Access Rights: Set the edit and access rights for unbound UI controls, business objects, and business object properties.
Standard Methods: All business objects have both standard methods and customized methods. The standard methods are automatically available to all objects. For example, LoadAsync and DoValidateAsync.LoadAsync load the simple properties of an object from the database, and loads all nested objects of a business object recursively. DoValidateAsync validates the consistency of an object before it’s saved.
Lookup Objects and How They Work: A lookup object is a lightweight version of a regular business object. Use lookup objects to get access to a limited set of properties from another business object from another module, without loading the business object.
Simple Properties: To associate the properties of a business object to the user interface elements, bind simple properties. You can manipulate simple properties by using the getter and setter functions.
BusinessObjectHelper Contract: Use the BoHelper contract in special functions that aren’t bound to an object and don’t require a dedicated data source. For example, to calculate the business between two cities.
Buttons in Lists: Consumer Goods Cloud Mobile App Framework supports display of buttons in lists. This feature enables Consumer Goods Cloud offline mobile app users to perform quick actions like image capturing from a mobile device and attaching it to the current list item task.
Button Types: Learn about the standard types of buttons in the Consumer Goods Cloud Offline mobile app.
Call Calendar Component: The Call Calendar UI component defines a calendar, such as the calendar in the Agenda module of the core application.
Card Container Component: The Card Container UI component defines a Basic, Chart, Highlight, List, or Summary card.
Checkbox Control: The Checkbox Control element defines a checkbox UI control that can have a label and the user can select (check) or clear (uncheck).
Checkbox Component: The Checkbox UI component defines a checkbox that can be selected or cleared.
CLI Modeler Plugin Authentication Limitations: When you authenticate or open the browser simulator using the Visual Studio Code-based Salesforce CLI Modeler plugin, two login limitations can cause the Proof Key for Code Exchange (PKCE) authorization-code flow to fail. Configure your org and workspace settings as described here to ensure successful authentication.
Cockpit: A cockpit is a UI component that comprises a combination of customizable cards. The cockpit displays relevant information in a condensed format. Use the components and sections to modify or customize a cockpit or add a custom cockpit in the CG Cloud offline mobile app. For example, you can add a custom cockpit or new cards to the Your Day or store cockpit screen.
Automatic Refresh of Card: The auto refresh feature in Consumer Goods Cloud Mobile App Framework refreshes the content of a subscribed card container at specified intervals. You enable it using the onAutoReload card event in the card container. You can subscribe up to three cards.
Card Container: The card container contains components such as an action bar, a link bar, and UI plug-ins.
CardEventSubscription Control: The CardEventSubscription control facilitates a card to subscribe to an event, such as the onDateChange event, which refreshes the card data automatically when data changes.
Logout in Cockpit: Use the logout() and changePasswordAsync() methods to trigger the logout and change password functionality in the Consumer Goods Cloud offline mobile app.
CockpitMap Control: Define a CockpitMap in the UI contract to display maps in a card container.
Partial Refresh: Partial refresh updates a single card and the card’s dependent cards after an action, such as Add, Delete, or Cancel, is performed on a mobile device. The LOAD entry action performs the refresh.
CockpitSections Control: Define a CockpitMap in the UI contract to add maps in CardContainer. Use the CockpitSections control to replace the primitive UIPlugins with the Framework controls. You can use the CockpitSections control as a snippet or a tag in the CardContainer control and the GoogleMapDetails element.
Store Cockpit Section: The CockpitSections control in the Consumer Goods Cloud offline mobile app framework defines cards in the cockpit. You can use the control in a CardContainer control or GoogleMapDetails element.
Sync Card Container: Use the SyncCardContainer control to initiate the synchronization process manually from within the cockpit without navigating to the dashboard.
Synchronization Transparency: Use the SyncCardContainer control to view the latest synchronization status from the cockpit without having to navigate to the dashboard. You can also trigger a synchronization from within the cockpit with this control. This control is optional, and you can add it during customization.
Banner and BannerFilter Controls: Use the Banner control to create a banner and banner filter for the pages of the Consumer Goods Cloud offline mobile app. You can use the BannerFilter control to filter the banners based on the defined search criteria. The Banner control is available in the UI contracts as a subnode following the Page node.
Images in Lists for Cockpit: Consumer Goods Cloud Mobile App Framework displays images as attachments and as part of a row in lists.
HeaderLine Control: Use the HeaderLine control to create a section following the page header on the cockpit screen.
Model Cockpits in the UI Contract: Use the card area pattern card in a UI contract of cockpits to model cockpits. The card area arranges the card containers by dividing the available area into columns. Use the card area pattern with the Card Container control.
Color and Button Macros: Learn about color and button macros that are used with the UI components in the Consumer Goods Offline mobile app. Standard colors and buttons use macros that define color values by using the RGBA color model.
Configure Device Mode in Simulator App: The CG Cloud offline mobile app is supported on different models of mobile devices and tablets. In the simulator app, you can select a mobile device type and test how the CG Cloud offline mobile app renders on the device.
Configure Permissions on Display Card: Assign permissions to Consumer Goods (CG) Cloud users and system administrators to grant access to visits and tasks.
Considerations and Limitations: Understand the considerations and limitations of the Visual Studio Code based Modeler and its features.
Context Menu Component: The Context Menu UI component defines a menu with a set of options in the page header or in a list.
Controls with Test IDs: To enable test automation framework for the UI, a key automatedTest is defined in the info.JSON file that is packaged in Deployment.zip. Based on the value of the key, the test automation framework is enabled or disabled. When the Consumer Goods Cloud offline mobile app is deployed, the Consumer Goods Cloud Mobile App Framework reads the value of the key from the info.JSON file. If the value is true, Test IDs are generated and if the value is false, the Test IDs aren’t generated.
convertAnsiDateTime2AnsiDate(string): Converts an input parameter (string) containing date and time in ANSI format to date in ANSI format by removing the time component from the input.
Create a Locale Contract: In Visual Studio Code based Modeler, the Locale contract structure is generated by fetching the default labels and images implemented in the customizer’s snapshot. Use these instructions to create a locale contract for a custom locale other than the available in the default MCP zip.
Create an Image Contract: Add new or custom images when customizing the Consumer Goods offline mobile app by using new image contracts.
createAnsiToday(): This topic describes the createAnsiToday() function.
Create a Custom Salesforce Object: To store the display information in Salesforce, create a custom object named Display with custom fields.
createDateToday(): This topic describes the createDateToday() function.
Create Demo Data: Add display items to the Display object. You can create sample data manually or by importing a CSV file through the Data Import Wizard.
Create the Display Cockpit Card: Add a simple empty cockpit card to the Your Day cockpit. This cockpit card forms the base card. You can model additional functionalities on this cockpit card
Add Display Module and List Object: Create the Display module and add the resources related to the Display functionality to the module, such as list object, data source, and processes.
PrintLayout V2 Structure: You can easily create a contract by cloning a PrintLayout V2 contract and modifying it to suit your needs.
createDictionary(): Dictionary API is used to create dictionary function. Dictionary is a small structure that allows the storage of key value pairs. There are no restrictions assigned to either the keys or the values.
Custom Object Modeling: This section provides sample customizations in Consumer Goods offline mobile app that you can try hands-on by using Visual Studio Code based Modeler.
Prerequisites: Before you configure the settings to sync the Display records to the Consumer Goods Cloud offline mobile app, install and set up the Consumer Goods Cloud managed package and other apps. Then, create the Displays custom card in the Your Day cockpit and add the detail layout.
Consumer Goods Cloud Offline Mobile App Customization Workflow: You can customize the core design contracts or add custom contracts and define the desired customization. Test the customization in the simulator app and deploy the customizations to Consumer Goods Cloud offline mobile app users.
Dashboard Component: Configure a landing page by using the Dashboard UI component in the Consumer Goods Offline Mobile app.
Datasource Contracts: Use datasource contracts to access and manipulate data from an existing database.
Generate a Datasource Preview: To verify that you correctly defined the datasource contract, review the SQL statement generated from the datasource contract.
DatePicker Control: The DatePicker control element defines a special UI control that lets the user select a date value.
Debug the Business Logic: Identify the modeled process in the Modeler app where the issue occurs, reproduce the issue using the simulator, and use the Source tab in the Chrome DevTools to debug the business logic.
Debug an Issue: You can debug an issue by using the simulator app in VS Code based Modeler.
Debug an Issue by Using the Simulator App: You can debug issues in the Consumer Goods Cloud offline mobile app by adding breakpoints at various steps to debug, add validation messages, and analyze the root cause of an issue.
Define the Display Card Process: Define the process flows such as, how to load and store data, call functions and processes, and input validation within the app
Define a Sync Rule: To distribute the Display object to the CG Cloud offline mobile app, sync the object to the mobile device by setting up a sync rule in the Sync Management app.
isDefined(variable): Returns false if the argument is null or undefined. Otherwise, returns true.
distanceBetween(lat1Deg, lon1Deg, lat2Deg, lon2Deg, distanceUnit): Returns a decimal value, which is the distance between the first and the second locations whose geographic coordinates are passed as parameters to the distanceBetween function. The unit of the distance can be kilometers or miles based on the value of the distanceUnit parameter.
Distribution and Sync of Display Object: Sync the custom object and its fields to the CG Cloud offline mobile app. First add the custom object as a tracked object and then define the rules to sync object data to the mobile app.
Define Document Properties: Define the document properties of the generated PDF by using a literal value or a binding pointing to data in the declaration section.
Domain Contract: A domain represents the data type used in the Consumer Goods Cloud offline mobile app. When you create a picklist in an org for use in the offline mobile app, create a domain representing this picklist in the Domain Contract. Configure the picklist mapping between the picklist and the Domain in the Salesforce org. The data types are transformed to domain records after the sync with the offline mobile app.
Dropdown Component: Use the Dropdown UI component to show and filter menu items in the HeaderLine component.
Dropdown Control: The Dropdown control is a dropdown menu that you can use in the HeaderLine control. The quick filter is modeled by using the Dropdown control and displays the list of items that are defined within the control. The business Logic filters the list depending on the selected item of the dropdown.
echoAsync(value): Asynchronous echo function resolves the first parameter it receives. It can be called as a Logic type action to write values to the process context.
echo(value): Echo function returns the parameter it receives. It can be called as a Logic type action to write values to the process context.
Edit and Access Rights: The call attribute in permission bindings for buttons and tabs determines the editability or visibility of the menu item or tab.
EmbeddedList Control: The EmbeddedList element defines a list control for an Area with the GroupedElementsArea pattern. Unlike a GroupedList, the EmbeddedList control items can’t be grouped or searched. Also, it can’t have a master-detail relationship with another control in the GroupedElementsArea.
isEmptyString(variable): Returns true if the argument is emptyString, blank, null, or undefined. Otherwise, returns false.
PDF Creation: To enable the creation of a PDF report, define a PRINTV2 action in the Process contract using its attributes and child elements. For example, the process with PrintV2 Action in core contracts is Order::HeaderTabProcess.
endsWith(text, suffix): Check whether text ends with suffix. Comparison is case-sensitive.
Entities: Use entities to specify the tables to fetch the data columns from.
Events: The Events element is a container where you can define different events specific to a UI element. The name of an Event Tag is the name of the event triggered by the UI Element. These UI-specific Event elements are described on the same page as their respective UI element.
executePromptTemplateAsync(): Sends a REST request to the Einstein Prompt Template service to generate prompt text asynchronously using a specific prompt template.
Extend Validations for Framework: Consumer Goods Cloud Mobile App Framework supports validations that check for exceptions within asynchronous Business Logic (BL) contracts. The BL contracts are validated on saving, importing, during generator calls and are manually triggered from the Implementation Backend Environment (IBE). The validation includes checking the structural correctness of the contract, validating promise chains in asynchronous BL contracts, and checking asynchronous calls in synchronous contracts.
Enable External Browser Login: Enable External Browser Login (EBL) to allow Consumer Goods Cloud mobile app users to authenticate through their device’s system browser instead of an embedded WebView. EBL supports advanced enterprise security features including Microsoft Intune Conditional Access SSO, FIDO2/passkeys, and biometric authentication.
External Format: The generator currently supports data source contracts written by using the external format, also known as the old or manual format. Many of the oldest core data source contracts were created by using this format, and it’s still possible to create data source contracts by using this format in a text editor.
External Files Contract: Use external file contracts to update the external libraries that are used in the Consumer Goods offline mobile app.
Update an External File Contract: Convert the updated C3JS or D3 library to base-64 encoded string and append the encoded string to the external file contract.
External and Standard Datasource Contracts: The result of using either of these two formats is the same; it’s just the modeling approach that’s different. However, in the documents that describe the XML syntax in more detail, we discuss only the syntax for standard data source contracts.
addCustomDataSource(objectClassName, dataSource): Define a custom data source at runtime. Custom data sources are used when the normal data source mechanism can’t be applied. In the current framework, the data source name is derived from the business object name that uses this data source. Another use case could be that in certain situations, a data source that differs from the default data source configured for the business object must be used.
checkNetworkCredentialsAsync(userName, password): Facade.checkNetworkCredentialsAsync() is one of the KeyChain API methods for providing a secure key-value storage for framework users. This storage can be used to store any sensitive information, such as credentials for web-based authentication.
clear([groupId]): This function removes all timers from the TM without any further action (for example, Message box, app context modifications or callbacks). If the parameter defined is group ID, then the timers with the specified group ID are removed.
commitTransaction(): Run the SQL statement buffer maintained by the Facade in a single transaction.
copyAttachmentAsync(): This Framework function is used to copy the file and the related thumbnails.
destroyTimer(timerId): This function removes the timer from the TM without any further action (e.g Message box, app context modifications, or callbacks).
getMergedListAsync(datasourceInfos, [tableName, returnResult]): Merge engine helps to merge and join data from various database tables to create a single record. As this function may sometimes result in empty values in some records, default values are defined for such records.
getShortElapsedTime(timerId): The function returns the elapsed time in seconds if a short timer with the corresponding timer ID exists.-1 otherwise.
getTimer(timerId): The function returns an object containing getter functions defined in the table under Returns section, if the timer with the corresponding timer ID exists.
getUriSchemeAsync(): To enable error free input of Consumer Goods Cloud application URL in the Deployment screen, that is the first screen, the user can click the URL from the link in the email attachment or any other source.
isFilePendingForCompressionAsync(filePath): The Facade method isFilePendingForCompressionAsync(filePath) checks if the file is pending for compression or is compressed.
Launch(): Time Manager leverages Framework Timer APIs to manage multiple timers. All the timers that are created or changed are stored in the database on the device.
Facade.launchAgentForce(): Sends specific context details to the agent dynamically during the Agentforce conversation in the Consumer Goods Cloud mobile app.
loadJSONFileAsync(path): Test plugins that load JSON files in the reference application. The method reads the file from the given path, parses it, and returns a correctly formed JSON object. loadJSONFileAsync() is a convenience method to work with JSON objects. It uses the standard Facade method loadFileAsync(path).
loadLookupsAsync(jsonParams): Load lookups. Lookups are read-only objects that contain limited information about a special business object.
logOutUser(): This main function invokes several methods to clear cookies, sessions, cache, and any user-related data. It terminates the backend processes that are running and initiates the login screen.
Facade: The facade acts as an interface between the proxies and the application.
Facade: The facade acts as an interface between the proxies and the application.
Facade.putTrackedObjectInTransaction(object description): This asynchronous method stores an object change related information in a queue and commits it as part of the next save action triggered by an Consumer Good (CG) Cloud offline mobile app user.
removeCustomDataSource(objectClassName): Custom data sources are used when the normal data source mechanism can't be applied. In the current framework, the data source name is derived from the business object name that uses this data source. Another use case could be that in certain situations a data source that differs from the default data source configured for the business object must be used. removeCustomDataSource() removes such a mapping and restores the default.
resetNetworkCredentialsAsync(): Facade.resetNetworkCredentialsAsync() is one of the KeyChain API methods that provides a secure key-value storage for framework users. This storage can be used to store any sensitive information, such as credentials for web-based authentication. resetNetworkCredentialsAsync() resets the username and password from secure storage.
restartShortTimer(timerId): This function restarts the short timer. If restartShortTimer() is called with a timer ID that doesn’t exist, a false value is returned. During the restart process, the duration of the short timer is reset to the initial value. The values of 'message' and 'appContextValues' remains as is.
restartTimer(timerId): This function restarts the timer. If restartTimer() is called with a timer ID that doesn’t exist, a false value is returned. During the restart process, the duration of the short timer is reset to the initial value. The values of 'message' and 'appContextValues' remains as is.
saveCorrelatedListAsync(listObject, nameOfSaveLO, mappingJSON): Fills the Facade's SQL-Statement buffer with statements must save the list items in the list combined with the list items of the nested lists. Depending on the object status these are INSERT, UPDATE or DELETE statements.
saveListAsync(listObject): Fill the Facades SQL statement buffer with statements required to save the list items in the list. Depending on the object status, these statements are INSERT, UPDATE, or DELETE statements. Note that this method doesn't save anything directly.
saveObjectAsync(object): Fill the Facades SQL statement buffer with statements required to save the object. Depending on the object status, these statements are INSERT, UPDATE, or DELETE statements. Note that this method doesn't save anything directly.
Facade.saveTrackedObject(object description): This asynchronous method immediately commits the changes to an object when a save action is triggered in the Consumer Goods (CG) Cloud offline mobile app.
secureGetAsync(key, defaultValue): Get a secure key-value storage for framework users. This storage can be used to store any sensitive information, such as credentials for web-based authentication. secureGetAsync() gets the value of the key supplied; if no value is found, the default value is returned.
secureSetAsync(key, value): Provides a secure key-value storage for framework users. This storage can be used to store any sensitive information, such as credentials for web-based authentication. secureSetAsync() saves the value of the key in iOS (KeyChain) / Android (Shared Preferences). For Android, if (version >= API Level 18), the value is encrypted; if (version < API Level 18), the value isn't encrypted.
sendEmailAsync(emailObject): You can now send emails from within the Consumer Goods (CG) Cloud offline mobile app. Using this method opens the compose view of the email client on the device. If more than one email client is registered, then the user is given an option to choose the email client.
sendSMS(dial, message): Opens the SMS manager or the default SMS application on the device with the requested phone number and message to initiate sending an SMS directly from the CG Cloud offline mobile app.
setGroupId(timerId, groupId): This function is used to create a timer in the logic action based on the specified parameters.
setNetworkCredentialsAsync(userName, password): Facade.setNetworkCredentialsAsync() is one of the KeyChain API methods for providing a secure key-value storage for framework users. This storage can be used to store any sensitive information, such as credentials for web-based authentication.
setPrintFont(printFontId): Sets the custom font for PDF printing in the Consumer Goods offline mobile app. After you set up a custom print font, you can’t switch to another custom print font during the application runtime.
setQuickSearchDelay(): Sets the delay time in milliseconds for successive quick search operations.
startBackgroundUpload(): Uploads changes without full synchronization, which helps to load data faster. This function is supported in the Consumer Goods Cloud Solution.
startPhoneCall(dial): Opens the phone dialer application on the device with the requested phone number to initiate a phone call directly from the Consumer Goods (CG) Cloud offline mobile app.
startShortTimer(timerId): This function starts the short timer. A formerly stopped short timer continues with the remaining duration.
startTimer(timerId): This function starts the timer. A formerly stopped timer continues with the remaining duration.
startTransaction(): Reset the SQL-Statement buffer maintained by the Facade.
stopShortTimer(timerId): This function stops the short timer. If stopshortTimer() is called with a timer ID that doesn’t exist, the function returns a false value. The elapsed time is saved in the short timer.
stopTimer(timerId): This function stops the timer. If stopTimer() is called with a timer ID that doesn’t exist, the function returns a false value. The elapsed time is saved in the timer.
UiCache.clearCache(true): This function clears the cache. It passes a Boolean value 'true'. If the value is true, the cache is cleared.
updateAppContextValues(timerId, message): If updateAppContextValues() is called with a timer ID that doesn’t exist, timer isn’t created and false value is returned. This function can’t be used on callback-timers.
updateMessage(timerId, message): This function updates the message. If the updateMessage() is called with a non-existent timer ID, the timer isn’t created and false value is returned. This option can’t be used on callback-timers.
Allowlisted Third-Party Apps: You can launch third-party apps using the Consumer Goods (CG) Cloud offline mobile app, only if their URI schemes are allowlisted on the iOS platform.
Data Filter: Use the filters element to filter the List Items (LI) of the List Object (LO).
Flex List: Consumer Goods Cloud Mobile App Framework supports the Flex List feature in the GroupedList and the BreadCrumbControl UI controls. This feature provides better user experience for a mobile app user. The experience includes list-driven screens like the questionnaire screen or a survey screen, by enabling slide-in-out animations for list items.
Framework API: This section defines the public classes or methods from the CG Cloud Mobile App Framework.
Attachments: Attachment is a class that is used to work with media paths. It can be used from the UI thread that is inside UI plugins.
PeripheralManager: Identifies the type of Bluetooth device that is connected to the Consumer Goods offline mobile app device.
RemoteCalls.remoteApiCallAsync: Initiates remote calls to Salesforce and consumes the response from it. You can configure or customize business logic contracts in Visual Studio Code based Modeler to invoke remoteApiCallAsync with request payload. These APIs are governed by Apex REST API limits and support only JSON format response.
Set Agent Context: Updates the context of an active Agentforce session dynamically as users move between screens, such as, from an Account detail page to Visits or Orders.
switchToBluetoothKeyboardAsync: Makes the Bluetooth keyboard as the active device and deactivates the Bluetooth laser barcode scanner.
Deprecated APIs and Methods: These methods are no longer recommended and will be retired in a future release.
Framework Label: The framework labels are compiled in an XML file on each customizer branch, but customizers should not modify the framework labels. The Consumer Goods Cloud design team maintains and modifies the framework labels.
Support for Long Press of Buttons: Consumer Goods Cloud Mobile App Framework displays a context menu when a user presses a button in a list for more than 0.5 seconds.
getMergedListAsync(jsonQuery): Used to load a list from the database by using the merge engine. The result is a JSON object representation of the loaded list.
getApplicationRuntimeVersion(): Gets the application runtime version details. This matches the MUP installed on the used Modeler environment.
getGeneratorVersion(): Gets the version details of Code Generator that is used to build the run-time artifacts.
getVersionsAsync(): Gets the version information of the software components.
Header Line Control: HeaderLine control is a global control that is similar to a page header. It’s a page-level element and is rendered directly by the page. Only one HeaderLine control is supported per page. The page ignores additionally defined header lines. The control contains search fields from lists and various search buttons. The HeaderLine control doesn’t support editability and accessibility rights by itself but the rights are supported by the controls within it.
Input Validations: Consumer Goods Cloud supports the validation of user inputs before the data is saved to the database. Data in the modified Business Objects and List Objects is validated before storage. This provides enhanced security for the CG Cloud Offline Mobile app. The validation is performed on the length and the base type of the input. Process context variables that are used during runtime and aren’t saved aren’t validated. The validations are performed only if the InputValidationActive attribute is set to true.
isAutomatedTest(): The function returns a boolean. The function returns false if the attribute isn’t found or has an invalid value.
addItemChangedEventListener(): This function registers an event handler and is used when a list item changed event is triggered.
updateProperties(data): This function updates the model's simple properties with the given values. Doesn’t modify the object’s status.
Number Badge for Buttons in Lists: Consumer Goods (CG) Cloud Mobile App Framework supports the display of number badge for buttons in lists. This feature enables CG Cloud Offline Mobile App users to track facts such as number of images captured and attached to the current list item task. This is possible by using an additional attribute, badgeText, in the binding element of the Button type and the Dynamic type in UI controls.
Parameterized Query Support: Consumer Goods Cloud Mobile App Framework provides enhanced app security by using parameterized queries that ensure that no data other than the data that users have visibility and editability rights for is manipulated. To enable parametrized queries, data used as parameters in the data sources is inserted in the SQL statements by using parameter binding. Parameter binding is applied only for data sources with a schema version of 2.0.
Parsing URI Scheme: To enable error-free input in the application, use the parsing URI scheme that’s available in Android and iOS in both Consumer Goods Cloud and CG Cloud offline mobile app.
Print: This section describes the APIs that are used for the print series.
printerClearQueue(): Use this function to remove all items and database entries from the queue. This function can move items from a failed to a new state.
printerEnablePrinterQueue(): Use this function to enable or disable the queuing mechanism in the printer engine. You can set or reset this function by passing either true or false in the parameter.
printerGetPrintStatus(): Use this function to retrieve the status of the last Print command.
printerGetQueueStatus(): Use this function to fetch the current status of queuing by specifying whether it’s enabled or disabled.
printerPrint(Name,reportData,numCopies): Use this function to print all the items in the queue if the queuing mechanism is enabled. If the mechanism is disabled, this function requires the same parameters as printToPrint() and prints any report that is passed. It goes through the database table and retrieves one report at a time for queuing.
printerReprint(): Use this function to reprint all the items or just failed items in the queue based on the reprintAll parameter.
printerUpdateQueue(Name,reportData,numCopies): Use this function to either add a new report to the queue, remove any report from the queue, or modify the number of copies of any existing report. This function creates a database table if the table does not exist and adds, modifies, or deletes an entry for each report in the database.
Stepper Control Extensions: Stepper control is an input control that you can use to navigate through a range of values. To enable lists to display latest values that are selected in one stepper control but not reflected in the linked stepper control, use the stepperCorrelationId attribute in list bindings. This attribute links the input areas of the two lists that are rendered on the page. This enables you to view the change made in stepper control in one list, which is then reflected in the co-related stepper control of the other list.
createDateByMilliSec(): Use this function to create a date based on the specified number for milliseconds. The input value represents milliseconds since 1.1.1970.
createDateByString(): Use this function to create a date object based on the specified data string. This function is identical to the new Date(<string>) function that’s available in the JavaScript Date API.
createSpecificDate(): Use this function to create a date based on the specified parameters.
getApplicationRuntimeVersion(): Use this function to fetch the application’s run time version details. This function matches the Modeler Update Package (MUP) installed on the used Modeler environment.
getGeneratorVersion(): Use this function to retrieve the version details of Code Generator, which is used to build run-time artifacts.
getModelerClientVersion(): Use this function to fetch the client version details of Consumer Goods Cloud Modeler.
getModelerWebServiceVersion(): Use this function to retrieve the web service version details of Consumer Goods Cloud Modeler.
getVersionsAsync(): Use this function to fetch the version information of software components.
Utils Date Function: The Utils Date function contains a set of functions, which you can use to create dates. These functions ensure that dates are always used and localized with correct data types.
VersionInfo: The VersionInfo class fetches the version information of different components. You can only use it from the UI thread.
FrameworkUser: When you select the FrameworkUser for the BoUser base class, the business object has access to four functions. You can use these functions for edit and access rights based on user roles. The FrameworkUser class is only available via the class from which it’s extended, that is, BoUser.
hasAllRolesIn(roles): This function accepts either comma-separated strings or an array of strings. It returns true if you assign all the roles to the user.
hasOneRoleIn(roles): This function accepts either comma-separated strings or an array of strings. It returns true if you assign at least one role to the user.
hasRole(role): This function accepts a role name string and checks whether it is among the known roles of the current application user.
setRoles(roles): Use this function to store the role names that are available in the input parameter of the framework user object.
Dropdown: The Dropdown UI control is a drop-down control that you can use in the HeaderLine control. You can use it as a standalone control and is available for the Consumer Goods Cloud solution. It supports both edit and visibility rights. The quick filter is modeled by using the Dropdown UI control.
Usecase: Modify an Order Report and Generate PDF Preview: Modify the alignment settings in the order report to center align the cell data under the Qty, Unit Price, amount, and Total columns, and verify the changes in the PDF preview.
getCurrentPosition(): Gets the current device GPS position of a mobile device by querying the device’s location services and returns coordinates if available. By default, if high accuracy using GPS is not available, the mobile app switches to coarse location using cell or WiFi.
getMaxDate(): Learn about the getMaxDate() function.
getMinDate(): Learn about the getMinDate() function.
Consumer Goods Cloud Offline Mobile App Framework: The Consumer Goods Cloud offline mobile app is an end-to-end software platform that provides sales reps and other field personnel the information they need when they need it, even when there's no network connectivity. Download the app from the App Store or Google Play. You can use the app as-is or customize it as needed.
Add a Global Label in Locale Contract: The project team maintains and modifies global labels. Only one Global Labels contract is maintained in VS Code based Modeler. You cannot add a new Global Labels contract or delete an existing one.
GroupedButtonList Component: The GroupedButtonList UI component shows list items as tiles rather than as rows.
GroupElement Component: The GroupElement UI component defines a container that can show any UI element.
GroupElement Control: The GroupElement element defines a container element that contains arbitrary UI control elements.
HeaderLine: The HeaderLine element indicates a new control section. HeaderLine is optional, and you can use it only one time on a page. It can contain any number of image buttons and dropdowns.
HeaderLine Component: Accommodate the condition and hurdles button on the Order screen by using the HeaderLine UI component.
Utils.helper.ExternalFileUtils: Framework uses Utils.helper.ExternalFileUtils, a new utility class, to manage the loading of external libraries in Consumer Goods Cloud Modeler and use it in the UI container on the mobile device.
Utils.openImageEditor(listItem): Use this function to focus on the problem area in a picture and highlight it by using the Sketch option.
Hurdle Evaluation - Framework Support: Hurdles are a list of conditions that must be fulfilled before a promotion is executed. The conditions are defined for a particular promotion, during the order entry process.
Image Contract: Brand your mobile app by using image contracts to add or replace images and icons.
ImageButton Control: The ImageButton element defines a button that has an image as well as a text displayed to the user. A floating info text can be displayed on the button as well.
Images and Icons in Themes: Learn about the images and icons that are available for the UI components in the Consumer Goods Cloud Offline mobile app, and how to customize them.
ImageSelector Control: The ImageSelector element defines a list-type UI control that displays images with labels and a user can select an image.
InputArea Component: Use the InputArea UI component to define the color scheme for font, background, and borders of editable and read-only input areas.
InputArea Control: An InputArea element defines a single line text field that can accept user input. Text areas also have a label that is displayed to the user. The InputArea control can render only one line of text. For multiline text use InputAreaMultiLine UI control instead.
Install and Set Up Visual Studio Code Based Modeler: To work with contracts and to customize the Consumer Goods Cloud offline mobile app, install the Visual Studio Code based Modeler for Consumer Goods Cloud on a local machine .
Create a Deployment Package: The Modeler deployment package contains the runtime artifacts (RTAs) required to deploy the CG Cloud offline mobile app.
Create a Connected App: To enable Visual Studio Code based Modeler to integrate with Salesforce via APIs, create a connected app.
Explore the Modeler Workspace: Your Modeler workspace contains a structure built by the Modeler CLI that holds the contracts and other artifacts. The workspace also contains other local configuration data that are required for the workspace or for generating output of the VS Code based Modeler build processes.
Helpful Commands: Here’s a quick reference list of the Visual Studio (VS) Code Based Modeler CLI commands.
Prerequisites: Review the system requirements to get the most out of Visual Studio Code based Modeler for Consumer Goods Cloud and developer tools.
Create a Modeler Workspace: After you set up the repository and branches in Git, create a Modeler workspace on the feature branch that you intend to work on.
Set Up Git for Easy Integration of Releases: To update customized contracts from a newly-released version and to create a customized contract based on a specific version, we recommend that you set up your Git repository and branches as shown in this workflow.
Set Up and Deploy Patch Release Version: When we release a patch version of the contracts, download and extract the patch contents into a branch off the appropriate release core branch. You can test the patch version from that branch, and then merge into the core branch. You can then pull the changes from the core branch into your working branches as needed. Example of patch release - update from 246.0 to 246.1, or from 246.1 to 246.2.
Set Up and Deploy a Major Release Version: Create branches for the target upgrade release, for example, 248-core and 248-cust. Retain the source release branches (246-core and 246-cust) for existing users running the application on version 246.
Start the Simulator App for the First Time: After you create the Modeler workspace and generate a successful build in VS Code based Modeler, launch the simulator UI of the mobile app. Test the Consumer Goods Cloud offline mobile app as it appears on one of the available target platforms on a tablet or mobile phone.
Update Modeler CLI Plugin: Update your Modeler CLI plugin to take advantage of the new and enhanced capabilities in the product. When a new version of the Modeler CLI plugin is available, a notification appears as a log message in the CLI console and you can run a command and update the plugin.
isBlankString(text): Use this function to verify whether the text is blank, containing only spaces and CRLF.
Items: The Items element defines which itempattern is used for the items of a list and which data is displayed using this pattern.
Joining List Objects: You can use correlation in reports where you need to print additional information in a list, using information from two lists.
LinkBar Component: Use the LinkBar UI component to add custom links in the Consumer Goods Offline mobile app.
List Component: The List UI component defines the BreadCrumbControl, CockpitList, EmbeddedList, GroupedList, MultiSelectionBreadCrumbControl, and MultiSelectionGroupedList UI components.
Define Advanced Search: The AdvancedSearch feature helps you filter your search based on certain criteria. You can define the advanced search capability in the ListObject contract by defining the searchable property on a grouped list.
List Object Contracts: List objects are containers for list items used in the Consumer Goods offline mobile app.
List Item: List items are visible entities in a list in the app's user interface. You can edit and save the values of a list item by using the methods provided by its respective list object.
Paging: Use the paging feature to load data from the database to the memory on a page-by-page basis. You can use paging when there is a large amount of data to load in a list. After the first set of data loads, you can work on the user interface and then scroll to the end of the loaded list when the next set of records loads from the database.
addItemChangedBatchEventListener(): There are two ways to instantiate a lightweight list in your code. The approach you choose depends on whether the lightweight list is a pure lightweight list or if it is combined with a standard list.
Locale Contract: Bring your company brand to the Consumer Goods offline mobile app and make the app easier to use for your global workforce.
Locale Contract Definition: The locale contract in the src/Locale folder consists of simple label id-to-text mappings. The label definitions and translations in the locale contract are segregated into multiple label sections.
Localize Date, Time, and Numbers: Configure locale contracts to show date, time, dateTime, suffix for day and year values, and decimal formats in the language set up in the Consumer Goods mobile app.
Localization.localize(): Use this function to convert the date and time to the specified format. Consumer Goods Mobile App Framework uses a third-party library for date-time localization. If you request for date time translations, this function returns the formatted date according to the globally set locale. If the specified languageCode isn’t available or loaded, the english locale is set as default. languageCode must be as per ISO 3166 standard.
Lookup Component: Use the Lookup UI component to perform a lookup search.
Visibility Settings of Elements: Create a group of elements to show or hide those elements based on visibility conditions and bindings.
Wizard to Add Display Records: Sales reps need to add display items on the go during store visits. Use Visual Studio Code based Modeler to integrate an Add wizard to the master-detail page of the Consumer Goods Cloud offline mobile app. Create a UI contract for the wizard and define its process flow. Then, configure the wizard in the master-detail process to show the add button on the master-detail page of the offline mobile app.
Add Display Record Created with the Wizard to the Master List: After you create display records with the wizard, use Visual Studio Code based Modeler to add and append the new display records to the parent list of displays. We do this by adding and configuring the myAddItem method.
Add Search and Index to Display List: Configure search settings for the master list and add an index bar to the UI contract for quick navigation through the list.
Configure Access Rights to Save Display Record Changes: When a sales rep saves a modified display record, to ensure that the changes made to the Display object are persisted and updated in the database, in Visual Studio Code based Modeler, mark the Display object as dirty and define the edit and access rights of the Display object.
Configure an Add Button to the Master Detail Page: Use Visual Studio Code based Modeler to add a button on the Master Detail dialog and trigger an event to open the Add Display wizard. When a user taps the Create button on the user interface, the Master-Detail process starts the Create wizard.
Configure Sales Org for New Display Records: Use Visual Studio Code based Modeler to set a sales organization for new display records to ensure that all data is accurate, consistently organized and categorized, making it easier for sales reps to access and manage information effectively. Sales reps can quickly locate the relevant display data without having to manually input the sales org each time.
Create a Display Record to Test the Add Wizard: Test the Create wizard for displays in Visual Studio Code based Modeler. Add a display record using the workflow configured on the Add Display page. Verify that the new display record appears in the master display list.
Create UI and Process Contracts: Use Visual Studio Code based Mdoeler to add a UI contract for the wizard and define its process flow.
Prerequisites: Before you add enhancements to the master and detail pages to Display, install and set up the Consumer Goods Cloud managed package and other apps. Next, create the Displays custom card in the Your Day cockpit and add the detail layout.
Set Edit Restrictions to Competitor Displays: You can set the Competitor Display control as read-only on the mobile app if you don’t want the sales reps to modify the competitor flag setting in display records. Add a SetEARights method to the Display business object and call it in the afterLoadAsync method.
Show Display Records as a Picklist: Set up a picklist for the display records so that sales reps can quickly select a display type. Use Visual Studio Code based Modeler to create a domain and picklist for Display. Then, link them with a picklist mapping.
Show Error for Empty Display Name Value: Use Visual Studio Code based Modeler to add a validation in the offline mobile app to check that the display name field isn’t empty.
Master Detail Page Enhancements: Use Visual Studio Code Based Modeler to customize the master page and include a search field and index bar for easy navigation. Configure a picklist for your offline mobile app. Set edit and visibility rights for objects. Create a wizard to add display records to the Display cockpit card. Define a validation check for empty name values for display records.
MasterDetailSectionPage Pattern: Use the MasterDetailSectionPage pattern when data in one section influences data in another section. The two data sources must be linked to other data in the process context. A typical use case is a list view that contains overview data and a detail section that contains information about the selected item.
MediaControl: A MediaControl is available in GroupElement control as a child control with one occurrence.
MediaList Control: The MediaListControl UI element defines a media control for including attachments in the application. You can include attachments such as video, images, or documents in the offline mobile app so that end users can review them. This UI element scales images or thumbnails and videos automatically to fit on the page, even if the orientation changes.
MenuItem: The MenuItems element is a container for MenuItem elements that has no attributes, bindings, or events.
MessageBox Component: With the MessageBox UI component, show the user informational messages.
SignatureControl Component: The SignatureControl UI element captures one or more signatures for a business transaction in the offline mobile app and stores it as an attachment.
Mobile Themes: Use customized themes to change the look and feel of the Consumer Goods Cloud Offline mobile application. For example, add your company logo in the header or add a corporate background in the Store or User Cockpit.
Model: The framework methods are available for use with business objects.
Configure Keyword Suggestions in Contracts: Create or customize well-formed and accurate keywords in contracts by setting up the auto-completion feature in your VS Code based Modeler.
Contract Naming Conventions: When you create contracts, use the naming convention specified for the contract files.
Download Modeler Design Contracts: Download Visual Studio Code Based Modeler Modeler design contracts from the Custom - Managed section in Lightning App Builder.
Model Your App Using Contracts: Contracts are objects that use XML to describe certain aspects of the app. Contracts act as device-independent, technology-independent, and form-factor-independent design documents that are converted into run-time objects to be used in the framework or the app.
Model and Expose a Salesforce Object on Consumer Goods Cloud Offline Mobile App: During a store visit, sales reps review and collect data on the store displays and identify whether the displays belong to their company or to a competitor. To visualize and maintain the data on the store displays, create, model, and expose a custom card called Displays on the My Day cockpit of the mobile app by using the VS Code based Modeler. Extend the Display card definition to configure card visibility settings, include an info counter, and add a visual indicator to identify competitor displays.
Add a Counter to the Display List: Add a counter to show the number of display records that are visible on the card and the total number of display records.
MultiSectionPage Pattern: The MultiSectionPage pattern consists of two vertical sections with no dependencies between them. It dynamically displays or hides a second section with a multi-area. The MultiSectionPage pattern requires one or more sections.
NavigationBar Component: The NavigationBar UI component defines the navigation bar and cockpit navigation components.
Optional Binding Attributes: Use optional attributes in macros to define the typical bindings for the repetitive variables in the each and correlation nodes.
Page Component: The Page UI component contains all of the UI components on a page in the Consumer Goods Cloud Offline mobile application.
PageHeader Component: The PageHeader UI element displays a header with a title, buttons, and menus.
Bindings: The Bindings element defines a container element that contains all the resource and binding data for UI controls.
pagePattern: The value of the pagePattern attribute determines which section types and how many you can use within a page.
showNavigation Attribute: The showNavigation attribute is supported in these page patterns (within the UI contracts):
Parameters: Parameters are modeled and can be used in the JOIN and QUERY conditions to filter the result set.
Picture Taking: Model a picture taking process that allows picture taking, saving, deletion, and replication of pictures.
Model Picture Capturing: The images captured with the Consumer Goods offline mobile app are stored in the same structure as attachment files and a thumbnail is created. The database stores only the path where the image is stored as a BLOB string. The images are deleted if you delete or discard the record that contains the BLOB string with the path.
PivotItems: PivotItems in a datasource contract cover the differences between schemas.
Complex Pricing User Exits: User exits for plugins are similar to the Pre-, Post-, and Replace methods that are available for some core methods. For example, use a user exit to replace the code in a calculation step and modify the calculation process for the user.
Plugin Contract: A plugin is a Javascript file that you can use to create special components such as a pricing engine for complex pricing.
Signature Print in PDF: To render signatures in your PDF reports, declare signature attributes in the PrintLayout contract.
Activate Custom Font: The setup of a custom font depends on your project requirement or usecase. This sample implementation uses a custom businesslogic method (setPrintFont) that is configured in a business object (BoUSer) to determine the custom font to use through the Facade.setPrintFont API.
Create an External File: Create a zip of the base-64 encoded string format of the custom font and its license. Append the base-64 encoded string format of the zip file in an external file in VS Code based Modeler.
Custom Font Setup: Set up custom fonts to enable PDF printing of reports in custom or non Latin fonts such as Korean, Chinese, or Thai in the Consumer Goods Cloud offline mobile app. First add the custom font as an external file and then define the font family in VS Code based Modeler.
Design Document Layout: Define the header, footer, page numbers, page layout, and other properties that can be printed on the pages of a PDF document.
PrintLayout V2 Contract: Customize the look and feel of reports and invoices, add logos and signatures, and preview the PDF print layout of your reports.
Sample Report Layout: The Order Confirmation PDF layout is designed as a structured, multi-section document.
Headings (H1, H2): The h1 element creates a main heading and the h2 element creates a sub-heading for a document.
Paragraph: The p element creates a paragraph in the document.
Table Cell: Define a standard cell for data in a table. Adjust the settings to stretch the cell horizontally across columns or vertically across rows to customize your layout.
Textual Data: Define labels, data, or any sequence of terms that belong to a document. This element does not contain any attribute or child element. It supports the macros feature.
Process Contract: A Process Contract defines the sequence of actions carried out during the execution of business processes such as orders, promotions, and visits. These actions can be user actions or system actions on the Offline mobile app or can be other actions carried out in the background. Each business process has a unique process contract in XML format. A Process Contract instantiates objects, processes, and events and controls the UI.
Action: Describes the current activity in a process. Action can be event-driven for an event occurrence or for transitions in the process execution flow.
Action Sub Elements: Action Sub-elements are available for use with the <Action> element.
Actions: Actions is a parent element that can contain one or more action elements.
Action Types: List of action types of an action element and their purpose.
Barcode Scanning: Supported standard codes, compressed UPC codes, and compressed EANs for barcode scanning in the application.
Body: The Body element defines a set of process actions that determine the execution flow of a process.
Entry: Use the Entry element to define a set of Process Context Declarations, a set of parameters passed to a process, and data sources. The Entry element also defines a set of actions (Entry Actions) during the initialization of a process.
EntryActions: Define actions during the initialization of a process by using the EntryActions element. EntryActions preload data for the process and prepare the process for execution. Entry Actions are run after the variable declarations (via the ProcessContext) and before the process execution.
Process: Each process contract has the Process root element and two key node elements — Entry and Body. The process element acts as a parent container for all nodes and defines the attributes that identify the properties of a process.
ProcessContext: Declare process variables by using the ProcessContext element.
Scan Prefixes and Suffixes: The scanner event sends all the data that’s included in a prefix-suffix bracket. The prefix and suffix are registered with the Bluetooth scanner and are added to each scanned result automatically. The event only contains the scanned code. For example, if you set ! as the prefix and carriage return as the suffix, scan a barcode representation of 123456 results in !123456\r sent to the device. The bar code event contains only 123456. You can change the prefix and suffix by calling the Facade.updateBTPrefixSuffixAsync() function.
Support for Bluetooth Laser Barcode Scanner on iOS: The Consumer Goods Cloud offline mobile app supports bluetooth laser barcode scanners on the iOS platform. When you scan a barcode by using a bluetooth laser barcode scanner, a barcodeScanned event is generated which can be handled by using the View action process contracts.
Exit Handlers: Use an exit handler to validate a business object before it’s returned from a subprocess (child process) to a calling process (parent process). An exit handler appears at the end of a process contract or as a subelement of the View action and is used with actions of the View and Process action types.
External Events: External events originate outside the Consumer Goods Cloud mobile app's user interface, such as barcode scans or app-to-app integration via deep links.
roundFinancial(value, precision): This function returns a value that’s rounded financially to the specified number of digits in the precision parameter.
Section Control: The Section element defines a generic section that encapsulates smaller logical units than pages and contains one or more areas. A section should never split across multiple display screens at run time. A section can cover a portion of a display screen or all of it.
SelectionBox Component: The SelectionBox UI component defines a group of elements that the user can select, similar to a group of radio buttons or checkboxes.
SelectionBox Control: The SelectionBox element defines a grouped set of elements that allows the user to make a selection, similar to a radio button group or checkbox group. It can include a title and is enclosed by a border or similar UI element to indicate to the user that it’s a logical unit.
Set Up a Tab Page: Admins or sales reps can quickly search for and open the Display page in the org through App Launcher when you create a custom tab for Display.
ApplicationContext.setOnGroup(<settingsGroup>, <setting>, <value>): The ApplicationContext.setOnGroup(<settingsGroup>, <setting>, <value>) method sets the client ID for the Google Map widget as ApplicationContext.setOnGroup("mapSettings", "client", <value>). This updates the settings of Google Maps API.
SingleSectionDialogPage Pattern: Use the SingleSectionDialogPage pattern to display a section in a popup dialog. The SingleSectionDialogage pattern allows only one section, called the masterSection.
SingleSectionPage Pattern: The SingleSectionPage pattern describes a page with only one section, called masterSection. The entire page is visible on all devices and doesn’t split to multiple device screens. Use the SingleSectionPage pattern to display a comprehensive overview of data from different sources, such as dashboard and cockpit on a single page.
SplitScreenPage Pattern: Use the SplitScreenPage pattern to divide the page into two sections, called LeftSection and RightSection.
Standard Format: Use the standard format for all new datasource contracts. To use the standard format, set the external attribute in the <DataSource> tag to False.
Standard Macros: Macros are shortcuts used in SQL statements that are replaced at run time.
startsWith(text, prefix): Use this function to verify whether text starts with prefix. The comparison is case-sensitive.
Stepper Control: The Stepper element defines an input control that uses a distinct range of values and provides control elements to navigate through these values. An example could be a number stepper that has a plus and a minus button that increase the value by a certain amount.
SyncCard Component: The SyncCard UI component shows the latest sync information.
Tabs Component: The Tabs UI defines FilteredViewAreaSection, TabbedViewAreaSection, and TabSelector UI Components.
Temp Table Contract: Temp tables are like database tables, they exist on the database but have no counterpart on the backend and are never synced back. The temp tables support the same features as the regular tables, for example, indexes.
isTime(value): Learn about the isTime(value) function.
TimePicker Control: The TimePicker Control element defines a special UI control and the user can select time.
TriState Component: Use the TriState UI in advanced search to indicate the field status.
UI Contract: A UI contract describes the UI in different design layers, and each layer is defined by a UI pattern. A UI pattern describes the recurring features, layouts, and controller structures, such as adding sections to a page. Add features and UI controls like calendar, images, and tables to a section or area. Use a UI contract to customize the appearance and features of an application page. Define layouts, fields, menus items, and their data sources.
areaPattern: This table describes the values that the attribute areaPattern supports.
Binding: You can use the Binding to bind values from the objects to the UI. Different binding modes are used to control the updating process of the values in the UI and objects.
Bindings: The Bindings element defines a container element that contains all resource and binding data for UI controls. It has no attributes.
Calendar Control: Use the CalendarControl element to add a special calendar view that contains date and time-related data. The CalendarControl element provides an input field to select the date and time.
Grouped List Control: Organize items within a list by grouping and sorting them in a GroupedList element. For example, group products based on a product group or brand in an order.
TextBar Control: Use TextBar to define additional information, which acts as an aid for the app user to perform the necessary tasks related to the list. TextBar is rendered at the top of the GroupedList and above the SearchBar.
Page: The Page element defines the layout of the UI Contract. A page can cover multiple display screens, depending on the device type and device orientation.
Resource: The Resource element is used to bind localized texts, labels, images, and so on, into the UI. The default value is shown if there are no localized files for the selected language.
Binding Modes: This topic lists the binding modes available for the Resource and Binding elements.
Dynamic Binding Type: The Dynamic Binding type is used to handle heterogeneous data in lists. It allows the usage of different UI controls for each list item. You can use the Dynamic Binding type by setting the type Binding element attribute as Dynamic.
onBackDiscardV2 Attribute: Use the onBackDiscardV2 attribute to exit a setup flow without validation or saving. When onBackDiscardV2 is set to true, pressing the back button ends the current process without saving data or user changes, closes the flow UI, and reverts to the previous process without returning any values.
Theme Selection Component: Use the Theme Selection UI component to apply a theme in the Consumer Goods Cloud Offline mobile app. Place the Theme Selection component in the application based on business logic. The list of themes depends on the mobile themes configured in Salesforce.
UI Component Settings: Learn about the UI component settings in the Consumer Goods Cloud Offline mobile app that are configurable by using themes. The UI component settings use the standard color and button macros to define the values for component properties such as background, font, and border colors.
UIContainer Control: UIContainer Control element acts as a placeholder element that you can use in the SingleElementArea and GroupedElementsArea.
UIDescription: UIDescription contains all the elements that make up the UI contract and the meta information about the contract. The UIDescription element can contain the Page sub-element.
UIPlugin Component: Use the UIPlugin component to include charts and graphs in a card and to refer all color macros in the UI components.
UIPluginV2 Controls: Three framework-based UI controls are available, which are supported in the UI contract both through snippets and standard auto-completion in the XML editor for the UI contract. The CardNoDataMessageUiPlugin, UserWelcomeCardUiPlugin, and VisitDetailsUiPluginneeds UIPlugins are auto-migrated. For any other existing UIPlugins, create a UIPluginV2.
Limitations: Learn about the limitations of UIPluginV2.
Use UIPluginV2: A UIPluginV2 is an XML file that contains configurations for HTML, CSS, and JavaScript. You can create a single UIPluginV2 control element within a single occurrence of the Area or Card element. Use the UIPluginV2 control element in UI contracts for customizations, such as display images and text in the Consumer Goods Cloud Offline Mobile App. For example, you can place your logo in the app. However, we recommend that you use UIPluginV2 only if none of the core elements fit your need. Using UIPlugin impacts the runtime and memory because UIPlugin is an iFrame.
Reset CSS Styles: All web browsers have a set of default styles that are applied to every web page, called the user agent style sheet. To achieve cross-browser consistency, you must override default browser style sheets with their own default styles.
getMaxDateTimeDB(): This function equals 64092124800 or Utils.getMaxDateTimeAnsi in Consumer Goods Cloud.
getMinDateTimeDB(): This function equals -8520336000 or Utils.getMinDateTimeAnsi in Consumer Goods Cloud.
VoiceManager::launchSpeechToTextAsync: Launches the Speech-to-Text user interface in the mobile app allowing users to start speech recognition manually.
Utils.widget.SignatureCapture(): Signature Capture Widget enables the signature control on the device. The signature capture control uses a DIV to specify the signature area. The Pkey and table name for each signature control is passed to the widget as a blob object. Framework forms the path, and then the path is updated in the Business Object.
Work with Tables: Use tables to structure data and define the layout in the PDF. Define tables with the normal XHTML tags such as, table, tr, th, and td.
Modify a Standard Decision Matrix by Using a CSV File: Use a CSV file to update the data in decision matrices to save the time and effort of manually updating the data, especially if you're dealing with sizable data. When you use a CSV file to update an existing matrix version, only row data is updated.
Monitor Guardrail Limits with Apex: Fetch and monitor guardrail limits for your org using an Apex class. You can also invoke the Apex class in a flow.
Endorsements/MTAs for Auto Business Processes: We've created several policy endorsement/MTA business processes for you to examine, use as examples, and extend to create your own endorsement/MTA business processes for auto insurance in Vlocity.
MuleSoft Direct: Connect your Salesforce and MuleSoft orgs by using MuleSoft Direct to deploy the integration apps in your org. The integration apps are out-of-the-box templates that include prebuilt transformations that reduce the time and cost to go live.
Connect Your Salesforce Org to Anypoint Platform: To discover and deploy out-of-the-box MuleSoft integrations directly from Salesforce, you must connect your Salesforce org to MuleSoft Anypoint Platform. You can set up MuleSoft Direct using one of these connection methods.
Manage Complex Patients with Concurrent Care Plans: One size doesn’t fit all in the healthcare world. You can manage patients with one condition of limited duration or you can manage patients with several chronic medical issues. When concurrent care plans are enabled in your org, you can break a patient’s care into focused, manageable units.
Configure Net Zero Cloud: Always configure Net Zero Cloud in the specified sequence. Make sure that you have the required licenses and permissions.
Deploy CRM Analytics Apps for Net Zero Cloud: Bring your environmental accounting in line with your financial accounting by using the CRM Analytics apps for Net Zero Cloud. Create an app from a template to get ready-made dashboards and KPIs that your team can use out of the box or customize to meet your needs.
Set Up CRM Analytics Apps for Net Zero Cloud: Create a CRM Analytics app for Net Zero Cloud to get dashboards that monitor sustainability efforts and track carbon emissions across different organizational levels by using the Net Zero Analytics and Employee Analytics app templates.
Embed Net Zero Analytics Dashboards: The Net Zero Analytics app includes dashboards that you can embed and access in Lightning Experience pages.
Add Energy Consumption Dashboards to Net Zero Pages: Show interactive visualizations of predicted stationary asset energy consumption data by adding dashboards to Net Zero pages. You can add the Predicted Carbon Emissions for Stationary Assets dashboard to the stationary asset environmental source record page and the Predicted Carbon Emissions and Fuel Consumption by Stationary Assets dashboard to the Home page.
Manage Analytics Dashboards for Net Zero Cloud: The analytics apps for Net Zero Cloud include prebuilt analytics dashboards that you can embed in Lightning Experience pages. The dashboards such as What-If Analysis and Employee Insights, require you to import external data to show relevant analytics.
Predictions for Carbon Emission from Air Travel: Get predictions about your company’s carbon emissions from air travel. Reduce your company's carbon emissions by analyzing air travel emission patterns and reviewing rule-based recommendations to decrease the emissions.
Create an App to Predict Carbon Emissions from Air Travel: By using the Prediction of Air Travel Emissions template, you can create an app that consumes the feature dataset, and the preconfigured and synced data from the Net Zero schema.
Create Apps by Using Prebuilt Templates: Use prebuilt templates to create custom apps that have fields and data that you require for developing your prediction model. The custom apps can sync external data, deploy preconfigured recipes to generate the actual air travel emission data and the predicted air travel emission data. You can import data from an external source or a CSV file, or use the Air Travel Energy Use object.
Predicted Air Travel Emissions Dashboard: Show the interactive visualizations of predicted carbon emissions from air travel on the Home page by adding the Predicted Air Travel Emissions dashboard.
Import Your External Data: Create a remote connection or upload a CSV file to sync external data. Use the synced external data to get predicted carbon emissions from air travel by using CRM Analytics.
Prepare Your External Data: The machine learning model requires external data to predict carbon emissions from air travel.
Recipes and Datasets: The app created by using the Prediction of Air Travel Emissions template creates the Yearly Air Travel Emission Predictions recipe and the Monthly Air Travel Emission Predictions recipe.
Recipes, Datasets, and Dashboards: The app created by using the Prediction of Air Travel Emissions template creates two customizable out-of-the-box recipes, four datasets, and one dashboard.
Prepare Internal and External Data: Sync objects locally or connect to remote data outside of Salesforce to prepare the input data required by the machine learning model.
Sync Your Local Data: Use Air Travel Energy Use object fields to predict carbon emissions from air travel.
Enable CRM Analytics and Assign Permission Sets: Enable CRM Analytics in your instance, assign the required permission sets to your admins and users, and give the Analytics Cloud Integration User profile access to the fields that the app uses.
Predictions for Carbon Emission and Fuel Consumption of Stationary Assets: Decrease your company’s carbon footprint by predicting the carbon emissions and fuel consumption of your stationary assets for a specific year. Show predicted data in the stationary asset environmental source record pages by embedding dashboards.
External Stationary Asset Data: Include external stationary asset features that are used by the Einstein Discovery model to generate carbon emission and fuel consumption predictions for your stationary assets.
Internal and External Stationary Asset Data: Sync the necessary features from specific objects. Prepare the external stationary asset features that are used by the Einstein Discovery model to generate predictions, import the features into CRM Analytics, and then sync the features.
Sync Data from Necessary Objects: The Einstein Discovery model needs features from specific objects to generate predictions about the carbon emissions and fuel consumption of stationary assets for a specific year.
Permission Sets in Net Zero Cloud: The Salesforce platform, which underlies Net Zero Cloud , provides many base permission sets. The available permission sets depend on the product solution and add-ons that you purchase. Net Zero Cloud provides additional permission sets.
Assign a Permission Set License to Users: The features that a user can access depend on the permission set license assigned to the user. If the license isn’t available, contact your account executive.
Configure Custom Values for Net Zero Cloud: Net Zero Cloud provides fuel type values and units of measure that you can use for emissions calculations. You can also create custom values for stationary assets, vehicle assets, and waste to meet your business needs.
Create a Custom Fuel Type: Create custom fuel type values to supplement the provided fuel types. You can add custom fuel types for stationary and vehicle assets.
Create Custom Units of Measure: Create custom units of measure (UOM) values that are required for your business to supplement the provided units of measure.
Create Net Zero Cloud Profiles: A profile defines how users access objects and data and what they can do in the app. Typically Net Zero Cloud profile names reflect the role of the user. Assign users a profile based on their role. To assign permissions specific to Net Zero Cloud, clone an existing Salesforce Standard User profile and assign the corresponding permission sets to users.
Discover Net Zero Cloud Features: Find Salesforce Go in Setup and use it to explore, set up and configure, and monitor usage of Net Zero Cloud features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more Net Zero Cloud features and add-on licenses that are available based on your Salesforce edition.
Enable App Access: Enable access to the Net Zero Cloud app for your profile.
Install Net Zero Cloud Disclosures Managed Packages: Net Zero Cloud offers disclosure packages you can install to create disclosures. These packages provide specific versions of prebuilt disclosure report templates for CDP, Global Reporting Initiative (GRI), and Sustainability Accounting Standards Board (SASB).
Upload Emissions Factors Datasets into Net Zero Cloud: Net Zero Cloud supports emissions factors that are either free and provided out of the box (OOTB) by Salesforce, or emissions factors available for purchase from providers on the Net Zero Marketplace. For purchased emissions factors, the loading steps are the same after you pay the invoice.
Manage CSRD Report Templates: Use the improved Corporate Sustainability Reporting Directive (CSRD) reporting template to make your environmental, social, and governance (ESG) reporting easier. The prebuilt CSRD report builder simplifies setup and reduces installation complexity.
Other Available Reference Data Sources: As reference data can vary with factors such as regions, you can use other sources to get reference data that’s more accurate for your specific energy consumption. Due to licensing restrictions, the reference datasets included with Net Zero Cloud doesn’t include all data sources. You can download or purchase such reference datasets from other providers and then upload to Net Zero Cloud.
Predictions for Carbon Emission from Supply Chain Activities: Create an app by using the Prediction of Supply Chain Emissions template to get predictions about carbon emissions from your company’s supply chain activities. Embed the Predicted Supply Chain Emissions dashboard on the Home page to view the predictions of the supply chain emissions. Reduce your company's carbon emissions by analyzing the predictions of the supply chain emissions.
Create an App to Predict Carbon Emissions from Supply Chain Activities: Create an app by using the Prediction of Supply Chain Emissions template to get the prediction of supply chain emissions for a future year. The predictions are based on scope 3 procurement items, procurement emissions factor set items, your company’s growth factors, and USEEIO categories and the corresponding company growth factors.
Create an App to Generate Datasets That Contains External Data: If you use a connector to sync external data that contains your company’s growth factors and USEEIO categories and the corresponding growth factors, create an app by using the External Data to Predict Supply Chain Emissions template to generate CRM Analytics datasets that contain external data.
Predicted Supply Chain Emissions Dashboard: Show interactive visualizations of predicted carbon emissions from supply chain activities, by adding the Predicted Supply Chain Emissions dashboard to the Home page.
Prepare Your External Data: External data that contains your company’s growth factors and USEEIO categories and the corresponding growth factors is required to predict carbon emissions from supply chain activities.
Sync Your Local Data: Predict carbon emissions from supply chain activities by using data from the Scope 3 Procurement Item records and the Procurement Emissions Factor Set Item records.
Generated Recipe and Dataset: The app created by using the Prediction of Supply Chain Emissions template creates the Predicted Supply Chain Emissions Dataset recipe.
Enable CRM Analytics and Assign Permissions: Enable CRM Analytics and assign the required permissions to admins and users. Set field-level security for the fields that are used by the CRM Analytics apps created by using the External Data to Predict Supply Chain Emissions template and the Prediction of Supply Chain Emissions template.
Manage Reference Data In Net Zero Cloud: To accurately account for carbon emissions, Net Zero Cloud offers emissions factors datasets from standard sources that are included with your Net Zero Cloud license and paid listings of emissions factors datasets from providers on the Net Zero Marketplace.
Update an Emissions Factor Dataset: Update your existing reference dataset to a new version. This process overwrites data in fields in existing emissions factors for the selected dataset. If you don’t want these records updated, lock the reference data record. It’s recommended to enable history tracking for emissions factors.
Grant View Access to Dataset Load History: Set up organization-wide sharing settings for the Reference Data Load Log object so that all your users can view the dataset load history from any other user.
Which Reference Data to Load?: Use the reference datasets from standard environmental bodies to convert your energy consumption data into reportable carbon numbers. As reference data can vary with factors such as region, you can use the published sources or other sources to get reference data that’s most accurate for your specific energy consumption.
Allocate Carbon Credits: Create a record for how the carbon credits, or sustainability credits, are allocated by your organization to offset your emissions.
Carbon Credits: Track the carbon credits that you purchase in Net Zero Cloud and allocate them to offset unavoidable emissions you can’t reduce elsewhere.
Allocate Emissions to a Parent Company: As the parent company, you can allocate a portion of a partner’s or subsidiary’s emissions to your company. For example, if your company X has a subsidiary A and an external partner B, you can input percentage allocation that can be allocated from A to X and from B to X.
Energy Attribute Certificate Credits: Reduce your scope 2 emissions using renewable energy sources by managing energy attribute certificates in Net Zero Cloud. An energy attribute certificate, or popularly known as renewable energy credit, is a tradeable certificate that represents the generation of 1 megawatt-hour (MWh) of electricity from a renewable energy source. You can have a power purchase agreement with a renewable energy supplier to claim usage of renewable electricity or buy unbundled energy attribute certificates.
Allocate Energy Attribute Credits: Claim renewable electricity usage by allocating energy attribute credits to an energy use record. You can create up to 2,500 distribution records for an energy attribute credit record.
Allocate Supplier Data to Procurement Items: Allocate the Final Scorecard Emissions in Supplier Scorecard to the Allocated Scorecard Emissions (tCO2e) in the related Scope 3 Procurement Item based on the selected Scope 3 Emissions Calculation Measure.
Audit Dashboard: Analyze your carbon emissions, verify the accuracy of the emissions data, and ensure that the measures taken by your organization are effective.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Audit dashboard.
Building Energy Intensity Dashboard: Analyze and compare the variance of energy intensity of the office buildings with similar offices in the US using CBECS (Commercial Buildings Energy Consumption Survey) data and emissions from each office.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Business Travel Impact dashboard.
Business Travel Impact Dashboard: Learn how your business travel contributes to your organization’s overall emissions, and take effective measures to make your travel sustainable.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Carbon Credit Allocation dashboard.
Carbon Credit Allocation Dashboard: Get insights into the overall carbon credits allocation for the year to understand the allocation progress.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Climate Action dashboard.
Climate Action Dashboard: Get insights into your organization's carbon emissions data that you can use to devise a climate action plan to reduce your emissions.
Employee Insights Dashboard: The Employee Insights dashboard provides data-driven insights on your organization's workforce to identify inconsistencies in inclusion, representation, and pay equity.
Employee Analytics App: The Employee Analytics app provides a comprehensive Employee Insights dashboard to analyze and visualize workforce data effectively. Get data-driven insights to identify employee information gaps and focus on areas that need attention to optimize employee policies and practices.
Predicted Air Travel Emissions Dashboard: See the predicted carbon emissions from air travel and compare the predicted emissions and actual emissions for the selected date range.
Predicted Supply Chain Emissions Dashboard: See predicted carbon emissions for a year in the future. You can filter the predictions data by growth factors. The prediction calculations are spend-based or quantity-based.
Scope 3 Procurement Dashboard: Get actionable insights into your organization’s procurement data. Learn how your procurement contributes to your scope 3 carbon emissions by using the Procurement dashboard available in the Net Zero Analytics app template.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Scope 3 Procurement dashboard.
Program Analysis Dashboard: Get a comprehensive view of multiple sustainability programs in an organization and their collective impact.
Supplier Dashboard: Track the sustainability score of your suppliers and get insights into where each supplier stands in their sustainability effort.
Net Zero Analytics App: Use the dashboards in the Net Zero Analytics app to analyze your scope1, scope 2, and scope 3 emissions data and take measures to reduce your carbon footprint.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Waste Management dashboard.
Waste Management Dashboard: Get data-driven insights into the carbon emissions caused by your organization’s waste.
Key Performance Indicators: Learn the definitions and calculations of key metrics shown in the Water Management dashboard.
Water Management Dashboard: Analyze the company’s water management efforts by using the Water Management dashboard available in the Net Zero Analytics app template.
Emissions Forecast and What-If Analysis Dashboard: Use the Emissions Forecast and What-If Analysis dashboard to gain insights into your organization's emissions forecast, analyze fairness scenarios, and visualize potential outcomes. Use the interactive What-If Analysis feature to experiment with various forecast metrics and see how adjustments to these values impact the total emissions.
Analyze the Answers with Einstein Generative AI: Improve environment, social, and governance (ESG) report accuracy by using the generative AI capabilities of the Salesforce Disclosure and Compliance Hub for Microsoft 365 Word Word add-in or the Salesforce Disclosure and Compliance Hub Connector add-on. Generative AI compares the question, guidance for the question, and the response to identify distinct guidelines to evaluate the response. It then compares the answer with the identified guidelines to evaluate the response. Generative AI identifies the shortcomings and provides feedback on how to improve the response. To evaluate the validity and correctness of a response, an accuracy percentage score is shown by considering criteria such as the completeness of the answer and the syntax.
Report Your Carbon Footprint: After capturing and identifying the carbon emissions from your business activities, you’ can report your carbon footprint. You can report your findings to a governmental agency or as an annual report to your shareholders and stakeholders. How you report your findings depends on the size and environmental impact of your organization.
Carbon Inventory Sources: Determine the emissions sources within your organizational boundary that you want to include in your carbon inventory. Then create a Sources record for each emissions source. Emissions sources are buildings, vehicles, or general scope 3, including business travel or procurement records. You can track energy usage for emissions that are defined.
Associate Footprints to an Annual Emissions Inventory: Enhance your inventory calculations by relating carbon footprints to the annual emissions inventory in bulk and by selecting the footprint stages of the carbon footprints. Only the carbon footprints in the stages that you select are associated with the inventory.
Associate Procurement Items with Supplier Data: Based on the sustainability scorecard record's supplier, start date, and end date and the corresponding scope 3 procurement item’s supplier name and spent date, the procurement items are automatically associated with the sustainability scorecard.
Data Auditing: Complete the final internal and external auditing processes to validate and then verify the validity of your carbon calculations.
Author Disclosures by Using Omniscript Forms and Google Docs: Author disclosure reports that use Omniscript and Google Docs by using the Salesforce Disclosure and Compliance Hub add-in. You can access the data in Salesforce when you author a disclosure.
Author Disclosures by Using Google Docs: Author disclosure reports directly in Google Docs by using the Salesforce Disclosure and Compliance Hub Connector add-on. You can access data in Salesforce while authoring a disclosure.
Automated Data Filling for Energy Use Records: Reduce manual effort by using automated data-filling rules to create energy use records for stationary assets. Generate estimated data in advance to make sure that your data remains complete.
What’s BEI Builder?: BEI Builder guides you through the process of creating building energy intensity records in Net Zero Cloud for your commercial buildings.
Carbon Accounting Basics: Here are the building blocks in Net Zero Cloud that help you manage the carbon accounting process. These components work together to provide a robust and comprehensive solution for managing your carbon accounting process.
Create a Building Size Category Record: Building size categories provide ranges for the total building floor sizes across your stationary assets. BEI Builder uses the total building floor area to group your buildings into similar size categories. Before you create a building energy intensity record or use BEI Builder, ensure that you create at least one building size category record.
Calculate Building Energy Intensities: The energy intensity values calculated for your commercial building records depend on the energy use records related to the building energy use records that match your building energy intensity record’s filters.
Calculate Materiality Matrix Scores: Matrix scores indicate the potential impact of each materiality topic on your business (inward) and your business’s impact on the environment and society (outward). Net Zero Cloud generates the matrix scores based on stakeholder responses and weightings.
Calculate Emissions Based On Quantity or Spending: Collect and capture product-level emissions factors from suppliers and general industries resources to calculate emissions for Scope 3, Category 1: Purchased Goods and Services based on quantity or spending. Calculating emissions based on quantity improves the accuracy and granularity of the Scope 3 accounting and also provides data for more sustainable sourcing choices.
Carbon Footprints: To measure a carbon footprint, Net Zero Cloud employs energy usage records for an asset or a business activity, usually for the calendar or fiscal year. If you’re missing data for any reporting period, you can fill the gaps manually or use system estimates.
Scope 3 Carbon Footprint Calculation: Calculate total carbon emissions from scope 3 activities. Carbon footprint quantifies the effect of atmospheric warming, which is represented in metric tonnes of carbon dioxide equivalent (tCO2e).
Calculate Stationary Asset Carbon Footprint Items: Calculate the total carbon dioxide equivalent (tCO₂e) emissions of individual fuel types, which are the child records of the stationary asset carbon footprint record.
Calculate Waste Footprint Items: Aggregate the waste quantity grouped by waste type and disposal type, which is generated either as part of operations or during the end-of-life of a product.
Create a Water Footprint Record: Create a record for the total volume of water from your water-related activities, such as withdrawal, consumption, or discharge that are related to your stationary assets. Additionally, water footprints quantify the intensity of these activities using the aggregated water activity records.
Carbon Accounting for Extended Organizational Boundaries: Perform carbon accounting for extended organizational boundaries, such as subsidiaries of the parent company, within a single organization. The subsidiaries provide their consumption and procurement data across the various emissions sources. Net Zero Cloud then uses the data to calculate the emissions inventory based on the consumption and procurement data. For a multilevel organizational hierarchy, tailor your accounting rollups to your specific needs by writing custom code.
Carbon Accounting for Partner Community Users: Partner community users can use Experience Cloud and the Experience Cloud site that you create to upload their emissions data in Net Zero Cloud for carbon accounting.
Scope 3 Carbon Footprints: For easy reporting, create a carbon footprint for each fiscal year. If you want to separate emissions by attributes, such as region, or country, create multiple carbon footprint records for the same year. You can also roll multiple procurement summaries into a single carbon footprint record.
Regional Building Energy Intensity Data Records: Commercial Building Energy Consumption Survey (CBECS) data is packaged and integrated into Net Zero Cloud as the Regional Building Energy Intensity data records.
Collaborate in a Document: Use the content you organized to collaborate in reports and disclosures with your stakeholders by opening the document from Information Library. Collaborate in the document to edit and manage rich text content, which includes its appearance, lists, hyperlinks, and Data Links. You can also use your content to create snippets in your document.
Collect Energy Use Data: Building and asset managers can collect and enter their monthly energy use data into Net Zero Cloud by using the Collect Energy Use Data flow component.
Conditions for Automatic Creation of Carbon Footprints: When an energy use record is created without the carbon footprint information, you can set the Net Zero Cloud configuration options to automatically assign or create a carbon footprint.
Create Net Zero Contacts: Create a contact record for each of your key contacts and stakeholders. Associate a contact with an energy use record to link the contact information of the person responsible for providing the energy usage data with the record.
Create a Supplier Scorecard: Create an annual sustainability scorecard for suppliers whose data is used to calculate scope 3 emissions.
Create Account: A default Account record for your organization is required for emissions forecasting. Emissions forecasting is supported only for a single account, which represents the entire company for which you are forecasting.
Create an Account Hierarchy: Create an account-account relationship to represent a hierarchy between the parent company and all accounts in the org, such as parent-subsidiary, investor-investee, or company-franchisee.
Create Accounts for the Extended Organization: If your company is a conglomerate that has fully owned subsidiaries or largely independent business units, or has grown through mergers and acquisitions, you must account for emissions for the entire organization. Create accounts for your parent company and all your subsidiaries and business units.
Create an Air Travel Energy Use Record: Create a record for all air travel in each reporting period. Associate an air travel record with a vehicle asset to track emissions by region.
Create an Annual Emissions Inventory: An annual emissions inventory aggregates emissions from carbon footprint records. You can create one annual emissions inventory record for an account for a specific year.
Create a Building Energy Intensity Record: Create a building energy intensity (BEI) record for your commercial buildings. Net Zero Cloud uses the building location, size, date range, and asset type to calculate the building’s energy intensities.
Create a Building Energy Intensity Record Using BEI Builder: BEI Builder calculates an average of energy intensity values across most of the fuels within the energy use records according to the filter criteria, such as the reporting date range, building size category, building asset type, and general location of your buildings.
Add a Record for a Stationary Asset Environmental Source: A building asset, such as an office building, data center, or warehouse, is considered a stationary asset environmental source. For energy use records and carbon footprint records, a stationary asset is categorized as a commercial building or a data center. You can also include residential, multifamily, and industrial buildings under the commercial building category.
Create a Carbon Credit Project Record: Create a record for the environmental project that generates carbon credits by removing greenhouse gasses or preventing a certain quantity of greenhouse gasses from being released to the atmosphere.
Consumption Records: Use your utility bills and travel records to record the energy consumption for your assets and travel activities. Create individual records for energy usage for any reporting period such as weekly, monthly, or yearly.
Create a Clean Energy Project: Create a record for the clean energy project that supplies electricity from a renewable energy source.
Create CSRD Disclosures Report by Using the Net Zero Cloud Template: Create disclosures that your company shares with external shareholders by using the disclosures template for Corporate Sustainability Reporting Directive (CSRD) implemented on Disclosure and Compliance Hub.
Create Data Streams: To connect and ingest data into Data 360 configure a data source by using a data stream.
Create an Electricity Emissions Factor Set Record: Create a record for each factor that you use to convert electricity usage into estimating carbon dioxide equivalent (CO2e), carbon dioxide (CO2), methane (CH4), and nitrous oxide (N2O) emissions values.
Create an Electricity Lifecycle Emissions Factor Set Record: Create a record for each factor you use to calculate greenhouse gas emissions throughout the lifecycle of electricity. It includes emissions from the production of electricity and losses during the transmission and distribution of each kilowatt hour (kWh) of electricity.
Create Emissions Reduction Commitments: Create emissions reduction commitments to initiate a formal engagement with the Science Based Targets initiative (SBTi). SBTi requires commitments to be in the form of a commitment letter. Submitting a commitment letter to SBTi indicates your company’s intent to work towards setting science-based emissions reduction targets that are in line with the SBTi’s criteria and guidelines.
Record an Energy Attribute Certificate Credit: Create a record for an energy attribute certificate credit to store information about the purchase and its status. When you allocate an energy attribute certificate, Net Zero Cloud updates the remaining available credits.
Create a Freight Hauling Energy Use Record: Create a record for movement of freight by air, rail, sea, or road. The freight hauling mode must match the mode chosen on the freight hauling emissions factor record. Net Zero Cloud automatically performs any unit conversions necessary for calculations.
Create a Generated Waste Record: Create a record for all the waste generated in operations, the waste generated while treating end-of-life products that were sold, and other types of generated waste.
Create a Ground Travel Energy Use Record: To track emissions by region, associate ground travel records with a scope 3 asset. Create a record for each ground travel type and each reporting period. Ground travel is a scope 3 category, so ground travel energy use records must match the ground travel emissions factors record. The ground travel record types are personal car, taxi, limousine, and subway, train, or trolley. In calculations, Net Zero Cloud treats taxis and limousines identically and the subway, train, and trolley choices identically. All calculations require ground travel emissions factors.
Create a Hotel Stay Energy Use Record: Create a record for each individual hotel stay. Associate a hotel stay record with a stationary asset record.
Create a Hybrid Search Index: To provide relevant information to generative AI apps, create a hybrid search index for a data model object (DMO) or an unstructured data model object (UDMO).
Create a Materiality Assessment in Net Zero Cloud: Create a materiality assessment to conduct an assessment of material topics. Then, calculate impact scores for each topic, to compare the impact to the company and the impact to the environment and society across different topics.
Create Materiality Topics: Create and organize materiality topics and subtopics that are relevant to your company and stakeholders, such as topics related to environment, social, and governance.
Create an Other Emissions Factor Set Item Record: Create a record for individual emissions and conversion factors for data types and sources that are neither the electricity grid nor the scope 3 data type.
Create an Other Emissions Factor Set Record: Create a record for all the emissions and conversion factors for data types and sources that are neither the electricity grid nor the scope 3 data type.
Create Party-Role Relationships: Create party-role relationships to define the role of each account in the org, such as parent-subsidiary or company-partner company.
Create a Procurement Emissions Factor Set Record: Create a record for all the emissions factors that are used to convert spent amounts in procurement data to carbon emissions in tonnes of carbon dioxide equivalent (tCO2e).
Create a Procurement Emissions Factor Set Item Record: Create a record for all the emissions factors that are used to convert spent amounts in procurement data to carbon emissions in tonnes of carbon dioxide equivalent (tCO2e).
Create a Refrigerant Emissions Factor Record: Create a record for the global warming potential values for individual refrigerants. Global warming potential compares the atmospheric radiative forcing of one molecule of refrigerant to that of carbon dioxide.
Create a Rental Car Energy Use Record: Create a rental car record for each rental car. Rental cars are scope 3 category, so rental car energy use records must match the rental car emissions factors.
Create Impacts, Risks, and Opportunities: Identify the specific environmental, social, and governance (ESG) areas of risk to your business and the opportunities for making an impact on the environment and society in line with the Corporate Sustainability Reporting Directive (CSRD) directive. Use impacts, and risks and opportunities to enhance your sustainability reporting, foster transparency, and contribute to a more sustainable future.
Create Impact Risk Opportunity Assessments: Assess the environmental, social, and governance-related impacts, risks, and opportunities for each topic to understand their significance and effects on your company in line with the Corporate Sustainability Reporting Directive (CSRD) framework.
Add a Record for Each Scope 3 Emissions Source: A scope 3 activity that is the source of greenhouse gas emissions is considered a scope 3 emissions source. When you create an energy use record, you can associate the scope 3 emissions source with the record to track carbon sources by activity.
Create a Scope 3 Procurement Item Record: Create a record for the procurement (corporate spending) entry records. Procurement is considered as the amount that the organization spends on goods and services.
Create a Scope 3 Procurement Summary Record: Create a record represents the amount that the organization spends for an individual procurement category. Scope 3 procurement summary quantifies the effect on atmospheric warming, represented in tonnes of carbon dioxide equivalent (tCO₂e) by using a matched emissions factor from an associated Procurement Emissions Factor Item record.
Create Search Retrievers for Data 360: Use retrievers to conduct searches on search indexes and provide relevant results to agents, prompt templates, flows, and other features.
Create a Stationary Asset Annual Fact Record: Create a record for the stationary assets and their types, which is used to hold information linked to the asset and helps to quantify the related intensity of resource consumption.
Create a Supplier Product Record: Create a record to track supplier-specific data about a product that is purchased from that supplier.
Create a Sustainability Credit Record: Create a record for all sustainability credits, or carbon credits, that are a part of a sustainability purchase. Sustainability credits can be one of a variety of instruments used in proving positive environmental benefits, such as carbon credits, renewable energy certificates, and so on. Currently, Net Zero Cloud supports accounting for carbon credits only.
Add a Record for Each Vehicle Asset Emissions Source: A vehicle, such as fleet vehicles, corporate aircraft, and company shuttle is considered a vehicle asset emissions source. When you create an energy use record with the fleet vehicle or private jet record type, you can associate the vehicle asset with the record to track carbon sources by region.
Create a Vehicle Asset Energy Use Record: Create a record for each reporting period or fueling record for each fleet vehicle. You can aggregate the fuel used and the distance traveled over multiple trips into a single record. For owned assets, emissions are calculated as scope 1. For leased assets, emissions are calculated as scope 3.
Create a Water Activity Record: Create a record for all of your water-related activities, such as withdrawal, consumption, or discharge of water that is related to your stationary assets.
Data 360 Integration for Net Zero Cloud: Integrate Net Zero Cloud with Data 360 to help you track, analyze, and reduce your carbon emissions by providing comprehensive data and insights.
Data Collection: Prepare, upload, and collect energy use data in Net Zero Cloud to track emissions and create records for environmental, social, and governance (ESG) reporting and emissions forecasting.
Data Gap Management: Make sure that your carbon footprint calculations are accurate by identifying and resolving incomplete energy use records. To proactively generate estimates, locate missing data manually or use automated data filling rules.
Upload Data by Using Dataloader.io: Use Dataloader.io for your data loading needs to expedite the environmental, social, and governance (ESG) reporting process, and improve ESG metrics. Import ESG CSV files directly into the platform. This includes energy usage metrics, employee pay and demographics, and tax filings.
Delete Procurement Data: Procurement emissions factor set records can be deleted, but only after all related scope 3 procurement item records and scope 3 procurement summary records have been unlinked or removed.
Design Document Templates in Google Docs: Quickly and efficiently maintain document templates by using the Salesforce Disclosure and Compliance Hub Connector add-on. Use the template designer to generate documents with a structure that the Disclosure and Compliance Hub can comprehend and offer an intelligent authoring experience to end users. Create and edit template documents, and simplify the search for elements, such as questions within the templates. The embedded Google Docs features help prevent syntax errors, and provide a smooth editing and saving experience.
Design Document Templates in Microsoft 365 Word: Quickly and efficiently maintain document templates by using the Disclosure and Compliance Hub for Microsoft 365 Word add-in. Use the template designer to generate documents with a structure that the Disclosure and Compliance Hub can comprehend and offer an intelligent authoring experience to end users. Create and edit template documents, and simplify the search for elements, such as questions within the templates. The embedded Word features help prevent syntax errors, and provide a smooth editing and saving experience.
Author Disclosures by Using Microsoft 365 Word: Author disclosure reports directly in Microsoft 365 Word by using the Salesforce Disclosure and Compliance Hub for Microsoft 365 Word add-in. You can access data in Salesforce while authoring a disclosure.
Author Disclosures by Using Omniscript Forms and Microsoft 365 Word: Author disclosure reports that use Omniscript and Microsoft 365 Word by using the Salesforce Disclosure and Compliance Hub for Microsoft 365 Word add-in. You can access the data in Salesforce when you author a disclosure.
Discover XBRL Tagging Providers to Tag Disclosure Reports: Meet regulatory compliance requirements for the Corporate Sustainability Reporting Directive (CSRD) by digitally assigning eXtensible Business Reporting Language (XBRL) standard tags to disclosure reports.
Einstein Generative AI For ESG Report Generation: Most companies are expected to file different types of environment, social, and governance (ESG) reports periodically to disclose carbon emissions that they own for their operations. Reports include the company initiatives for reducing carbon emissions. Most of the information in these reports remains consistent, so you can often reuse it between different report types. However, the content is scattered throughout multiple documents, or multiple frameworks.
Emissions Factors: To complete the emissions calculations, the energy use record gathers data from the emissions factors. The supplied values are industry-standard averages that Salesforce uses in its own calculations, but you can also use your own.
Create Suppliers: Add your suppliers, such as energy service providers ahead of time to avoid duplication. For example, enter the utility providers for your buildings, renewable energy service providers associated with renewable energy contracts, and the suppliers represented in your procurement data.
Energy Use Records: The energy use record determines the consumption data type that you enter. Though optional fields in an energy use record aren’t used for calculations, you can enter information in these fields to trigger auto-calculations. Altering the emissions factors of energy use records don’t change or recalculate the record.
Emissions Reduction Supplier Engagement: When your organization begins to estimate the scope 3 carbon emissions from value chain activities, it generally uses a broad-based analysis based on organization spending or procurement data. After this analysis is complete, your organization can rank suppliers by estimated GHG emissions contribution to your scope 3 emissions. However, this is an initial estimate only. For better accuracy of value chain scope 3 data, you should attempt to ensure that emissions data is directly collected from suppliers.
Example: Automatically Create Stationary Asset Energy User Records Based on Selected Criteria: This example shows how to set up estimated energy use criteria to create estimated energy use records automatically, so your energy use data remains complete and ready for compliance. The energy use records are created in two stages. First, filter the stationary assets based on the country, region, minimum floor area, and maximum floor area. Then, create the energy use records for the filtered stationary assets based on the generation criteria, such as the fuel type, start date, end date, and whether to use a manual fuel consumption value or the average fuel consumption from the current year.
Example: Consolidate Annual Emissions Inventory for Multiple Levels of Hierarchy: This example walks you through how to write custom code to consolidate annual emissions inventory for multilevel extended organizations. The inventory is calculated in two stages. First, each subsidiary performs its own carbon accounting and calculates its greenhouse gas (GHG) emissions inventory. Then, the parent company calculates its GHG emissions, sets the percentage allocations and recalculates its inventory to consolidate emissions across its hierarchy. Repeat these steps for all the levels in the hierarchy.
Example: Consolidate Annual Emissions Inventory from Subsidiary Companies to Parent Company for Two-Level Organizational Hierarchy: This example walks you through how to set up accounts for a parent company and its subsidiaries to consolidate annual emissions inventory for a two-level extended organization. The inventory is calculated in two stages. First, each subsidiary performs its own carbon accounting and calculates its greenhouse gas (GHG) emissions inventory. Then, the parent company calculates its GHG emissions, sets the percentage allocations and recalculates its inventory to consolidate emissions across its hierarchy.
Export Carbon Calculations: Export the greenhouse gas emissions calculations used in the annual emissions inventory and carbon footprints to audit Net Zero Cloud calculations. Auditors can view the original values used in the calculations and verify the calculations in the energy use records related to Stationary Asset Carbon Footprints, Vehicle Asset Carbon Footprints, Scope 3 Carbon Footprint, and Annual Emissions Inventory.
Fill Gaps in Your Energy Use Data: Fill any gaps in the energy use data for a stationary asset categorized as a commercial building either by using system estimates or by entering the data manually.
Fuel Consumption Units by Fuel Type: The Stationary Asset Energy Use object represents the energy consumption related to stationary assets across multiple fuel types.
Gather Supplier’s Sustainability Scorecard Information: You can communicate with suppliers about the scorecard record that you created for them using platform tools like the email form on the record and Marketing Cloud Account Engagement. You can request that suppliers provide their sustainability scorecard information.
Create CDP Disclosures Report With the Net Zero Cloud Template: Use the CDP disclosures template on the Disclosure and Compliance Hub to create disclosures that your company shares with external shareholders as part of your CDP report. You can create a comprehensive disclosures report and submit the report to the CDP portal.
Disclosures by Using Disclosure and Compliance Hub: By using Disclosure and Compliance Hub, you can extract data, answer questions, and order responses logically. Net Zero Cloud guides you through a flow that simplifies and makes the creation of responses more efficient. Collaborate on the responses with other users, create a collection of reusable responses that are audited and approved. Then, you can use the responses to produce formatted documents.
Emissions Forecasting: In an ever-changing business, you want to forecast emissions based on your past and present emissions and predict how your business will grow in the future.
Generate Emissions Forecasts for the First Time: Forecast sets are required to generate emissions forecasts. A forecast set contains information necessary to generate the forecast for an account and considers custom dimensions, frequencies, and measures. The emissions forecast for an account is generated based on its business measures, such as revenue or employee count, and the actual emissions data from previous years.
Create ESRS Disclosures Report by Using the Net Zero Cloud Template: Create disclosures that your company shares with external shareholders by using the disclosures template for European Sustainability Reporting Standards (ESRS) implemented on Disclosure and Compliance Hub.
Manage First Draft of ESG Disclosure: Generate the first draft of responses for environment, social, and governance (ESG) disclosures in a Microsoft 365 Word or Google Docs document by using Einstein to Generate Draft Response Document. This feature analyzes previous years’ reports, policy documents, and Information Library to automatically generate accurate and consistent responses. ESG reporting managers can review and modify these responses as needed.
Create GRI Disclosures Report by Using the Net Zero Cloud Template: Create disclosures that your company shares with external shareholders by using the disclosures template for GRI standards implemented on Disclosure and Compliance Hub. You can include the disclosures report in your GRI Standards report.
Create SASB Disclosures Report by Using the Net Zero Cloud Template: Create disclosures that your company shares with external shareholders by using the disclosures template for SASB implemented on Disclosure and Compliance Hub. You can include the disclosures report in your SASB report.
Get Ready to Use Net Zero Cloud: Expedite data entry and prepare for carbon accounting by collecting asset, contact, and supplier information beforehand.
Get Started with Net Zero Cloud: Net Zero Cloud helps your company achieve net zero by supporting prioritization of emission reductions. Use Net Zero Cloud to align your company’s full value chain (scopes 1, 2, and 3) to the global trajectory of ~50% emissions reduction by 2030, and near-zero emissions by 2040. Use Net Zero Cloud to help your company compensate for remaining emissions by purchasing renewable energy and carbon credits of high credibility. Explore with a trial org to learn about what’s included for your implementation.
Greenhouse Gas Emissions: The Greenhouse Gas Protocol established an inventory that categorizes greenhouse gas (GHG) emissions to delineate direct and indirect emissions sources. Use Salesforce Net Zero Cloud to collect, categorize, analyze, and report energy usage data for all business activities of your organization from various sources.
Use Uploaded Documents to Ground Answers: Ground the information in the uploaded disclosure reports to create comprehensive records that capture the essential fields and data. Einstein generative AI uses the information to produce accurate, relevant, and contextually appropriate outputs based on your data and use cases allowing for more personalized and trusted responses.
How are Data Gaps From Missing Energy Use Data Filled?: Energy use data for a fuel type can be missing from the carbon footprint data, creating data gaps. To resolve these data gaps, the data-gap-filling process provides fill data estimates for the energy use data. A daily average of energy consumption is calculated for the selected fuel type for the carbon footprint reporting year. The averages are calculated in kWh, a common unit across energy use records.
How to Calculate Inventory for Emissions from Subsidiaries: Net Zero Cloud consolidates the annual emissions and procurement activities across a company’s subsidiaries or joint ventures to calculate the total annual emissions inventory for the parent company in a two-level extended organization. As the parent company, you account for emissions for each entity in your organizational boundary separately and then roll them up to your company.
Inventory Calculations: Net Zero Cloud aggregates emissions across a company’s assets and procurement activities for a year to provide the total annual emissions inventory. When you calculate an inventory, Net Zero Cloud uses the related carbon footprint records.
How to Generate Disclosures Using Disclosure and Compliance Hub: Net Zero Cloud managers use the Disclosure and Compliance Hub to generate disclosures by gathering qualitative and quantitative responses to questionnaires. You can create formatted disclosures by using a guided process to extract data from Salesforce objects and other data sources.
How to Override the Default Scope Allocation: For each energy consumption record, a default scope is allocated for the emissions based on the fuel type and asset ownership for stationary assets.
Calculate Scope 3 Carbon Footprints: Calculate scope 3 carbon footprints based on the energy consumption data and emissions for an asset source.
Calculate Waste Footprints: Calculate waste footprints based on the energy consumption data and emissions for an asset source.
Generate Emissions Forecasts: Generate forecasts for your emissions based on the current energy consumption data and emissions for an asset source.
Identify and Apply Correct Emissions Factors: For companies that have multiple emissions factors over multiple years, finding the right emissions factors for stationary asset energy use can be difficult. You can quickly find the matching emissions factor records based on certain criteria such as the reporting year, country, zip code, and fuel type.
Carbon Footprint Data Gaps: To avoid incomplete or missing data and correctly calculate your carbon footprint, make sure to identify incomplete information or gaps in energy use records.
Inflation Rate Records: Before matching scope 3 procurement summary, add any necessary inflation rates.
Report and Reduce Your Carbon Footprint with Net Zero Cloud: Gain critical insights into your environmental, social, and governance data by using Salesforce Net Zero Cloud. Net Zero Cloud facilitates collaboration, project management, and reporting by harnessing the capabilities offered by the Salesforce Platform-based tools.
Key Roles in Net Zero Cloud: Multiple stakeholders from within and outside contribute towards carbon accounting for your company. Admins set up your org so that you can create and manage the Net Zero Cloud features. Net Zero Cloud managers run carbon accounting processes daily. And Net Zero Cloud auditors view carbon accounting dashboards.
Key Terms in Net Zero Cloud: Get acquainted with some key terms that you come across when setting up a carbon accounting.
Match Procurement Data to Emission Factors: To convert spent amounts into scope 3 emissions and to categorize the emissions into greenhouse gas (GHG) categories, match procurement data to emissions factor data.
Lock a Building Energy Intensity Record: Building energy intensity records can be locked to ensure that they aren’t updated accidentally or by an automated process.
Lock a Dataset from Updates: After you load a reference dataset, prevent an emissions factor value from being updated by locking the emissions factor record.
Lock Records: Lock footprint records to ensure appropriate governance of your sustainability data. Locking footprint records ensures that no data changes are made to the footprint or underlying energy use records, generated waste, or the procurement data entry records after the footprint is completed and finalized. Lock records that you don’t want to be recalculated manually or by a system process. When you lock a footprint record, all energy use or generated waste records associated with that footprint are locked.
Lock Annual Emissions Inventory Records: Lock annual emissions inventory records to prevent changes, exclude them from recalculations, and to ensure governance of your sustainability data. When you lock a record, all its related child records are also locked.
Make Forecast Adjustments: Adjust advanced account forecast values during the adjustment period defined by the admin for your user profile.
Manage Assessment Questions: To effectively manage your assessments, connect your snippet sets to the required questions. Also, link your materiality topics to the assessment questions.
Benchmark Building Energy Intensity Data: Track and benchmark your building energy intensity (BEI) across various fuel types as a function of building size and geographic location. Use building energy intensities to track energy performance across your building assets and as a reference for filling data gaps. You can also use this data to help calculate a reliable and auditable carbon inventory, which leads to improved sustainability impact reporting.
Manage Carbon Credits: Manage your carbon credits by creating a carbon credit project and creating a sustainability credit record.
Manage Procurement Emissions Factor Sets Data: Use Net Zero Cloud’s United States Environmentally-Extended Input-Output (USEEIO) dataset to match emissions factors with your company data or to import your own emissions factor calculation model data.
Manage Carbon Accounting: Boost productivity and manage your carbon accounting projects by using Net Zero Cloud.
Manage Scope 3 Procurement Summary: Load and match your Scope 3 Procurement Summary to calculate and categorize your scope 3 emissions impact.
Scope 3 Value Chain Data: You can use Scope 3 Value Chain analysis to categorize, visualize, and account for the scope 3 greenhouse gas emissions your company is indirectly responsible for.
Manage Snippets in Information Library: Use snippets to collect ESG information in the form of rich text content, which you can modify and use across your reports and disclosures.
Manage Suppliers: Add supplier information to aggregate supplier emissions data.
Annual Emissions Inventory: An emissions inventory is the accounting of emissions from multiple emissions sources for a specific period. An accurate emissions inventory serves as a strong foundation to report your carbon footprints and generate precise short-term and long-term targets. You can aggregate emissions across your company’s assets and procurement activities for a year to provide the total annual emissions inventory. We recommend having a full year’s carbon emissions data to set your emissions inventory.
Manage Topics in Information Library: Use topics to structure your content in Information Library. Topics help you categorize snippets based on your organization’s goals in preparation for use across reports and disclosures.
Water Footprints: Water footprinting maps and measures the amount of water withdrawn, consumed, or discharged by stationary sources. You can manage your organization’s water footprint for reporting to local bodies or for corporate requirements, and strategize better with actionable data.
Match Procurement Emissions Factor Sets to GHG Scope 3 Categories: To normalize data for reporting, match Procurement Emissions Factor Sets to Greenhouse Gas Protocol scope 3 categories. Matching emissions to GHG categories eases matching procurement data to scope 3 categories later.
Materiality Assessment Hub: A double materiality assessment is the first step in defining your company’s corporate social responsibility (CSR), and its environment, social, and governance (ESG) strategy. When you conduct a materiality assessment, you identify business risks and the opportunities for making an impact on the environment and society. The assessment helps your company set an ESG plan that aligns with your corporate strategy and the expectations of your company’s stakeholders. Materiality Assessment Hub helps you identify, evaluate, and prioritize the most significant and relevant ESG issues.
Measure Types: To generate emissions forecasts, you must enter some measures, while others are automatically calculated.
Net Zero Cloud Object Fields for Export Calculations: Use the Export Calculations feature to view the original values used in the calculations and to verify the calculations in the energy use records related to Stationary Asset Carbon Footprints, Vehicle Asset Carbon Footprints, Scope 3 Carbon Footprint, and Annual Emissions Inventory.
Open Net Zero Cloud: Open Net Zero Cloud to get a consolidated view of energy use, emissions factors, and carbon footprints.
Information Library: Information Library is an Einstein AI-powered library with Environmental, Social, and Governance information. The library helps you collect, manage, collaborate on, and approve ESG data that you can be search and reuse across all ESG reports and disclosures.
Impact and Risk and Opportunity Assessments: Easily create, manage, and score impacts, risks, and opportunities (IROs) in line with the Corporate Sustainability Reporting Directive (CSRD) directive. Show your IROs in an automatically generated heat map to identify the material environmental, social, and governance (ESG) topics for your company. Track the IROs throughout your reporting journey in the Information Library.
Recalculate an Annual Emissions Inventory: Recalculate your emissions inventory records when you update your data. When you recalculate an inventory record, all its related child records are also recalculated. The amount of time needed to recalculate depends on the number of records that you have in Net Zero Cloud. Salesforce recommends that you run a full recalculation overnight or on a weekend.
Recalculate a Scope 3 Procurement Summary: Any changes to the emissions factors or inflation rates after the original matching can cause the Scope 3 procurement summary records to go out of sync with the reference data. Recalculate the Scope 3 procurement summary if the related carbon footprint record isn’t locked.
Recalculate Records: Recalculate your footprint records whenever you update your data.
Social and Governance Data Reports: Enter, store, extract, and report quantitative disclosures in social and governance reports with reference to GRI Standards. All companies must adhere to GRI Universal Standards, but standards that apply to specific sectors and topics need to be reported only if they’re required by governing bodies.
Resubmit Failed Responses to CDP: To ensure complete and accurate data submission, enhancing compliance and data integrity, resubmit any failed responses to CDP. For 2025, Net Zero Cloud objects are updated to gather the latest climate change data. Use the audit-grade data to manually populate the online CDP report.
Revise Disclosure Responses During Authoring with Einstein Generative AI: Summarize, elaborate, or rephrase disclosure responses by using Einstein generative AI. Revising disclosure responses not only improves process efficiency but also shows your company's commitment to environmental, social, and governance practices. To enhance the credibility and transparency of the responses, revise the answers during the disclosure creation process.
Salesforce Tips & Tricks: If you’re new to Salesforce, here are some standard Salesforce features available to navigate and use Net Zero Cloud.
SASB Sectors and Their Industries: SASB Standards help you identify and standardize disclosures for the sustainability issues most relevant to investor decision-making.
Save Disclosure Responses to Assessment Framework: To maintain a single source of truth for environmental, social, and governance (ESG) disclosure questions and responses year over year save the responses from the Microsoft 365 Word or Google Docs document to the Assessment Framework. You can later modify the tone or include additional information based on the framework requirements, reducing redundancy in the Information Library.
Score Impacts, Risks, and Opportunities: Identify the impacts, risks, and opportunities and then score each one to prioritize and determine their relative importance to your company.
Search for Answers With Einstein Generative AI: Use the Einstein generative AI capabilities of the Salesforce Disclosure and Compliance Hub for Microsoft 365 Word add-in or the Salesforce Disclosure and Compliance Hub for Google Docs add-in to search for disclosures.
Search for Disclosure Guidance: A disclosure question can have multiple related questions and the guidance provided with the question from the disclosure authority describes the expected response for each of them. You can view the guidance associated with the question by drilling down on the question from the add-in. Rich text is supported for guidance text.
Create an Emissions Inventory: An emissions inventory is the accounting of emissions from a source for a certain period. Science-based targets (SBTs) are developed according to the emissions inventory of the base year, which is the year from when you want to set targets. You can create one emissions inventory record for an account for a specific year. However, you can aggregate emissions across your company’s assets and procurement activities for a year to provide the total annual emissions inventory.
Set Emissions Reduction Targets: You can set quantitative targets that align with SBTi's science-based criteria to reduce your company's emissions and get closer to a net zero future.
Emissions Targets: Emissions targets are goals or objectives that you can set for your organization to reduce its total carbon footprint. With emissions forecasting capabilities, you can use your own formulas to calculate forecasts based on emissions commitments, targets, and carbon footprint data. You can use forecasts to focus on high-emissions areas, and your sustainability managers know which areas to target to reduce emissions.
Set Science-Based Emissions Targets: Science-based targets (SBTs) are in line with the scale of reductions that the latest climate science deems necessary to keep global warming below 1.5 degree Celsius.
Materiality Assessments: A double materiality assessment identifies the relative impact that different environment, social, and governance (ESG) topics can have on your business’s success, and the impact that your business can have on these topics for the environment and society.
Set Up Automated Data Fill Criteria: Add proactive estimation capabilities to your existing gap-filling activities by using automated data filling. To automatically generate estimated energy use data, set specific asset criteria and select a predefined fill logic method in the estimated energy use criteria.
Set Up Your Company Organizational Structure: If your company is a conglomerate that has fully owned subsidiaries or largely independent business units, or has grown through mergers and acquisitions, you must account for emissions for the entire organization. This emissions data can be used to perform carbon accounting for your organization and your subsidiaries.
Set Up Your Org for Partner Community Users: The parent company consolidates greenhouse gas emissions within its organizational structure from partner community users. Net Zero Cloud uses the consolidated data to calculate the emissions inventory based on the consumption and procurement data.
Sharing Data With Suppliers: Share supplier product data and product emissions factor data with suppliers in an Experience Cloud site by using sharing sets and a sharing rule category.
Social and Governance Data for Affiliates: You can give affiliates access to Net Zero Cloud objects to enter and manage their social and governance data in Net Zero Cloud through the Experience Cloud site that you create.
Social and Governance Data for Extended Organizational Boundaries: Enter and manage social and governance data for extended organizational boundaries, such as subsidiaries of the parent company, within a single organization. You can then consolidate the data for extended organizational boundaries in the parent company’s social and governance data reports.
Stationary Asset Carbon Footprint Calculation: Calculate total carbon emissions and other environmental attributes from stationary assets. Carbon footprints quantify the effect of atmospheric warming, which is represented in metric tonnes of carbon dioxide equivalent (tCO2e). Carbon footprints also quantify various aspects of the energy performance of the asset.
Submit Records for Approval: Depending on your org’s customizations, the record owner can submit an approval request directly from the record. An approval process specifies each step of approval, including from whom to request approval and what to do at each point of the process. However, you can’t submit the Stationary Asset Carbon Footprint Item and Waste Footprint Item records for approval.
Summarize Anti-Corruption Initiative Information: A summary of anti-corruption initiatives taken by your organization provides information about how the organization communicates and trains employees on anti-corruption policies and procedures.
Summarize Biodiversity Information: A biodiversity summary includes quantitative metrics of a company's disclosed biodiversity information for European Sustainability Reporting Standards (ESRS) E4 - Biodiversity and ecosystems.
Summarize Climate Change Emissions and Financial Information: A climate change emissions and financial summary includes quantitative metrics about a company's emissions and finances as disclosed for the European Sustainability Reporting Standards (ESRS) E1 - Climate change.
Summarize Climate Change Risk Opportunity Information: A climate change risk and opportunity summary includes quantitative metrics about a company's disclosed climate-related risks and opportunities for European Sustainability Reporting Standards (ESRS) E1 - Climate change.
Summarize Employee Information: A summary of employee information in your organization provides a quantitative view of the organization based on the employee type, gender, age group, and other fairness indicators.
Summarize Economic Performance Information: A summary of the economic performance of your organization provides a basic indication of how the organization has created wealth for stakeholders.
Summarize Employee Development Information: A summary of employee development within an organization includes the scale of the organization’s investment in training, and the degree to which the investment is made across the entire employee base.
Summarize Employment Benefit Information: A summary of employee benefits of your organization provides statistics about benefits provided to employees and the usage of benefits.
Summarize Government Financial Assistance Information: A summary of social contributions by your organization includes details of the organization’s contributions in line with its stated policies, goals, or other public positions.
Summarize Managed Care Program Performance: Create a summary of the rating and enrollee retention rate according to the managed care program type, such as Medicare Advantage.
Summarize Organization Incident Information: Create a summary of incidents in your organization, such as noncompliance with laws, corruption, health and safety, discrimination, marketing and labeling, and customer privacy.
Summarize Organization Payment Practice Information: An organization payment practice summary includes quantitative metrics about an organization's disclosed payment practices to external parties for European Sustainability Reporting Standards (ESRS) G1 - Business conduct.
Summarize Pollution Impact Risk Opportunity Information: A pollution impact risk and opportunity summary includes quantitative metrics of a company's disclosed pollution impacts, risks, and opportunities for European Sustainability Reporting Standards (ESRS) E3 - Water and marine resources.
Summarize Social Contribution Information: A summary of social contributions by your organization includes details of the organization’s contributions in line with its stated policies, goals, or other public positions.
Summarize Sustainability Material Use Information: A sustainability material use summary includes quantitative metrics about a company's disclosed circular economy information for European Sustainability Reporting Standards (ESRS) E5 - Resource use and circular economy.
Summarize Tax Disclosure Information: A summary of tax disclosures of your organization provides statistics about the disclosure of business entity information to all tax jurisdictions.
Upload Documents with Intelligent Document Reader: Upload documents such as your utility bills, and extract their data to create and update Net Zero Cloud object records. Intelligent Document Reader requires an Amazon Web Services (AWS) account to access Amazon Textract to extract the data.
Upload Data by Using CSV Data Management for Industries: Use CSV File Import to upload environmental, social, and governance (ESG) data such as energy use information in bulk into Net Zero Cloud objects. After you upload a file, select the matching object, match CSV column headers to Salesforce fields, validate, and upsert or insert records.
Vehicle Asset Carbon Footprint Calculation: Calculate the total carbon emissions from vehicles. Carbon footprint quantifies the effect of atmospheric warming, which is represented in metric tonnes of carbon dioxide equivalent (tCO2e).
Get Version Information About a Loaded Dataset: When you load a reference dataset from Net Zero Marketplace to Net Zero Cloud, Net Zero Cloud creates a reference data load log record to identify the user who loaded the dataset and the version that the emission factor was created from.
View Emissions Forecasts: View emissions forecasts for your account and make the necessary adjustments.
View Impact and Risk and Opportunity Scores: View impact, and risk and opportunity scores to quantitatively assess your company's environmental, social, and governance factors, identify potential threats, and uncover strategic advantages.
View Materiality Topic Scores: Assess the impact, and risk and opportunity areas for your company's environmental, social, and governance factors by checking the relevant scores. You can also find possible threats and find strategic advantages.
Waste Footprint Calculation: Calculate aggregated waste and carbon emissions from waste generated either as part of operations or during the end-of-life of a product.
Waste-Related Emissions: Waste-related emissions include emissions from third-party disposal and treatment of waste generated in your organization’s owned or controlled operations in the reporting year, including the disposal of both solid waste and wastewater.
What are Carbon Credits: Carbon credits are transferable instruments that represent reduction in CO2 or other greenhouse gasses (GHGs) emissions. One unit of carbon credit represents emissions reduction of one metric tonne of CO2, or an equivalent amount of CO2 and other GHGs (tCO2e).
Why SBTi?: The Science Based Targets initiative (SBTi) is a coalition between Carbon Disclosure Project (CDP), the United Nations Global Compact, World Resources Institute, and the World Wide Fund (WWF) for Nature.
Sustainability Programs: Set up and track all your company’s environmental, social, and governance (ESG) programs to drive actionability on your decarbonization strategies and achieve your ESG metrics.
Example: Track Sustainability Initiatives and Measure Performance: Learn how Net Zero Cloud can use Program Management and Outcome Management to create sustainability programs, add initiatives to the program, assign them to emission sources (or assets), and capture targets and results to track progress and drive emissions reduction.
Set Up Programs and Initiatives in Net Zero Cloud: Programs and initiatives lets you create and manage sustainability programs, define targets, and measure performance to track all your company’s environmental, social, and governance (ESG) programs to drive actionability on your decarbonization strategies and achieve your ESG metrics.
Use Programs and Initiatives with Net Zero Cloud: Support your organization’s sustainability goals by creating programs and initiatives, and then associating them to assets. Track your sustainability efforts, capture and measure performance by analyzing actual results vs. targets of your efforts, to help decarbonize and achieve the science-based targets that your company has set.
Set Up Access for Your Suppliers, Partners, and Affiliates: Set up roles and permissions so that your stakeholders—suppliers, partners, and affiliates—can upload their sustainability data directly into Net Zero Cloud by using the Experience Cloud site that you create.
Set Up Agentforce: Enable Agentforce in Net Zero Cloud to create AI-powered virtual agents that assist sustainability managers in getting the information they need, when they need it. Einstein Generative AI for Net Zero Cloud powers these virtual agents, enabling them to answer questions and draft text snippets from environmental, social, and governance (ESG) disclosure reports.
Agentforce Topics for Data Collection: Net Zero Cloud managers can engage with stakeholders to collect environmental, social, and governance (ESG) data by using the Data Collection agent. Assign tasks and send emails to facility managers to gather information for assets such as commercial buildings, data centers, and vehicles.
Agentforce Topic for ESG Reporting: Net Zero Cloud managers can answer queries and draft text snippets from environmental, social, and governance (ESG) disclosure reports by using the ESG Reporting agent. These snippets help you document your organization's sustainability policies and practices, such as climate change initiatives and renewable energy use.
Agentforce for Net Zero: Use generative AI to answer questions and draft text snippets from environmental, social, and governance (ESG) disclosure reports. Collect ESG program data, such as utility data, and gain insights and understand trends from environmental data. Engage with multiple stakeholders to collect data.
Automate Emissions Forecasts: Orchestrate a flow by using Flow Builder to automate calculation of emissions forecasts. Use flows to run the Calculate Emissions Forecasts data processing engine job to retrieve the actual emissions from annual emissions inventory and the target emissions from annual emissions reduction target for emissions activities, and calculate the emissions forecasts. Schedule the flow according to your requirements.
Automate Net Zero Cloud Data Uploads: Set up a screen flow to load data from a CSV file to Net Zero Cloud objects by using Flow Builder. You can also create a scheduled flow.
Bring External Data into Net Zero Cloud: Integrate with external data sources in Net Zero Cloud to incorporate data from various external systems, applications, or sources.
Configure Information Library: Use Information Library to collect and organize Environmental, Social, and Governance information into a single source and use it across multiple reports and disclosures.
Set Up Interest Tags to Tag your Disclosure Questions and Responses: Interest tags are used to tag a user’s disclosure questions and response preferences. Search for common interest tags to look for responses when filling out the disclosure questionnaire. Make sure that everyone in your company uses a common interest tag dictionary and records are consistently tagged with terms from that global repository.
Copy and Activate Net Zero Cloud Data Processing Engine Templates: Make copies of the available Net Zero Data Processing Engine job templates and activate them before running the jobs. You can't run the out-of-the-box data processing engine job templates because they aren’t active.
Copy Previously Submitted Disclosure Responses: Save time and the effort of entering responses to the same questions repeated every year. By adding the prefill integration to an Omniscript, you can access data from previously submitted responses.
Create and Assign a Disclosure and Compliance Permission Set Group to Users: A permission set group streamlines permissions assignment and management. Bundle permission sets together based on user job functions. Users assigned the permission set group receive the combined permissions of all the permission sets in the group.
Add the Server-Side Document Generation Setting for Omnistudio: You can set up the default mechanism for document generation on the server side. Server-side document generation is an asynchronous process that supports large volumes and batch generation.
Create a Net Zero Cloud Trial Org: Experience hands-on engagement with Net Zero Cloud in a full-featured trial. Trial orgs are intended for proof of concept and guided self-exploration. Trial orgs expire in 30 days.
Agentforce for Data Collection Agent: Engage with multiple stakeholders to collect data through the actions, process the information, and take further actions.
Default Net Zero Cloud Object Fields to Track: Turn on Set Net Zero Cloud Defaults to enable tracking on the key Net Zero Cloud objects and fields for carbon footprint, assets, and annual emissions inventory, and other objects that are listed in this section. Manually select tracking for additional objects and fields or disable tracking by deselecting the objects and fields that are selected by default. If you turn off Set Net Zero Cloud Defaults, you disable tracking for only the objects and fields that are selected for tracking by default. The objects and fields that you manually select aren't affected.
Developer Resources for Net Zero Cloud: Learn where to find developer resources, including the entity relationship diagram (ERD), object reference, and apex reference.
Disclosure and Compliance Hub: Use Disclosure and Compliance Hub to extract data, answer questions, improve answers, collaborate with users, and generate disclosures.
Emissions Forecasts: Use emissions forecasting to generate accurate emissions forecasts and track your science-based targets. You can adjust the forecasts based on planned emissions savings initiatives.
Enable Net Zero Cloud Features: Calculate carbon emissions and generate reports in Net Zero Cloud. You can choose which features to turn on.
Enable Data Pipelines: To use data processing engine definitions to query and compute data available in Salesforce, assign permission sets to users and enable data pipelines.
Enable the Disclosure and Compliance Hub: Extract data, answer questions, collaborate with other users, and generate disclosures with Disclosure and Compliance Hub.
Enable Einstein for Information Library: Use Einstein generative AI to collect, organize, and improve the overall efficiency of your Information Library. You make data-driven decisions and streamline your workflows, ensuring that your environmental, social, and governance (ESG) information is always up-to-date and easily accessible.
Enable Einstein for Net Zero Cloud: Use Einstein generative AI to gain insights into your environmental impact, fasttrack your sustainability efforts, and make it easier than ever to track progress and meet your net zero targets.
Enable Net Zero Cloud: To efficiently capture and audit your carbon footprint, enable Net Zero Cloud.
ESG Report Generation with Einstein Generative AI: Use Einstein generative AI to streamline the labor-intensive process of drafting environment, social, and governance (ESG) reports. Upload previous years’ reports or any other internal documents such as environmental policies and reduce the time spent in creating responses by using answers generated by analyzing the uploaded documents. You can draft ESG reports directly in Microsoft 365 Word by using the Salesforce Disclosure and Compliance Hub for Microsoft 365 Word add-in. This feature is supported only in English.
Set Up the ESG Reporting Agent: Configure the ESG Reporting Agent to answer queries and draft text snippets from environmental, social, and governance (ESG) disclosure reports.
Agentforce for ESG Reporting: Answer queries and draft text snippets from environmental, social, and governance (ESG) disclosure reports. The snippets cover an organization's policies and practices related to climate change, energy efficiency, greenhouse gas removal, renewable energy, and other sustainability issues.
Set Up Forecast Periods: Edit the sample emissions forecast set period groups to modify the periods for which forecasts are generated.
Get Started with Net Zero Cloud: Net Zero Cloud helps your company achieve net zero by supporting prioritization of emission reductions. Use Net Zero Cloud to align your company’s full value chain (scopes 1, 2, and 3) to the global trajectory of ~50% emissions reduction by 2030, and near-zero emissions by 2040. Use Net Zero Cloud to help your company compensate for remaining emissions by purchasing renewable energy and carbon credits of high credibility. Explore with a trial org to learn about what’s included, the recommended setup, and how to get ready for your implementation.
How Independent Software Vendors Configure Disclosures: Independent software vendors (ISVs) can create questions in Discovery Framework and configure a guided process in Omnistudio to store responses and generate disclosures.
Install and Configure Omnistudio: To help users create a guided interaction for the disclosure questionnaire, you must install and configure Omnistudio.
Integrate Google Docs with Salesforce for Net Zero Cloud: Author disclosure reports directly in Google Docs by using the Salesforce Disclosure and Compliance Hub Connector add-on. To establish a secure connection between Salesforce and the add-in, configure a Google Developer client, authentication provider, and named credential.
Integrate Microsoft 365 Azure with Salesforce for Net Zero Cloud: Author disclosure reports directly in Microsoft 365 Word by using the Salesforce Disclosure and Compliance Hub for Microsoft 365 Word add-in. To establish a secure connection between Salesforce and the add-in, configure a Microsoft Azure app, authentication provider, and named credential.
Set Up Intelligent Document Reader for Net Zero Cloud: Intelligent Document Reader uses optical character recognition (OCR) to extract data with Amazon Textract, which is associated with your Amazon Web Services (AWS) account. You specify the document type, upload the form, and map the form’s fields to a Salesforce object’s fields. You can then use the extracted information to create or update record fields or to verify data that’s already in the application. For example, you can upload your utility bills and map data into Net Zero Cloud objects. You can then check the energy consumption of a building against the energy consumption in its utility bill.
Learn About Advanced Account Forecasting in Net Zero Cloud: Use the Advanced Account Forecasting component of Manufacturing Cloud to generate emissions forecasts in Net Zero Cloud. The basic configuration for emissions forecasting is available in the Sample Emissions Forecast Set.
Learn About Net Zero Cloud Data Processing Engine Templates: Net Zero Cloud provides Data Processing Engine templates to process high-volume calculations based on custom or standard objects. After you copy and activate the templates, run the Data Processing Engine jobs and track their execution by using Monitor Workflow Services.
Set Up and Maintain Net Zero Cloud: Gain critical insights into your environmental, social, and governance data by using Salesforce Net Zero Cloud. Net Zero Cloud facilitates collaboration, project management, and reporting by harnessing the capabilities offered by the Salesforce Platform-based tools.
Map Record Types for Net Zero Cloud: Perform carbon accounting from different environmental and emissions sources by setting up record types. After you create record types, map them to the picklist values on the corresponding configuration object.
Set Up Net Zero Cloud Data Upload: Configure permission sets and flows to let users upload Net Zero Cloud data for carbon accounting, waste footprints, water management, or social and governance reports.
Package the Disclosures for Distribution: You can package your disclosures to distribute to other Salesforce users and organizations, including those outside your company.
Prepare Net Zero Cloud for Your Data: To handle diverse data requirements and to promote better decision-making and overall operational effectiveness, Salesforce provides multiple features to prepare your data. Organize information to tailor your data to specific requirements that align with your business objectives.
Set Up Record Types for Net Zero Cloud: Set up record types and picklists to categorize your emissions sources used in emissions calculations for your environmental, vehicle assets, or building energy intensity.
Run Net Zero Cloud Data Processing Engine Definition: Run an active Data Processing Engine definition from the definition’s builder. When running a definition from the builder, you can provide input variable values that are used only for that run.
Set Up the Data Collection Agent: Configure the Data Collection Agent to collect data from stakeholders by assigning tasks and sending emails.
Set Up Disclosure Metadata: Use metadata to bind the common components, such as the disclosure type, description, description version, and the Omniscript, or Microsoft 365 Word, or Google Doc documents.
Set Up Energy Use Data Collection: Configure the Collect Energy Use Data flow template to collect energy use data across distributed stakeholders. Customize the template according to your business needs and add the flow to Lightning pages.
Track Field History in Net Zero Cloud: For auditing purposes, track value changes for key Net Zero Cloud fields in carbon footprints, energy use records, and annual emissions inventory. These fields are used in carbon calculations and lookups. Track the value changes by setting up field history tracking.
Upgrade the Net Zero Cloud Disclosure Managed Package to New Version: To generate reports by using the latest Disclosure and Compliance Hub template, upgrade your Net Zero Cloud GRI, or CDP disclosure managed packages from an old version to a new supported version. These packages are available only in English.
Set Up Data Bundles for Grantmaking: The Grantmaking data bundle is a tool to quickly and easily map your Grantmaking objects to data model objects in Data 360. After you’ve mapped your objects, you can take advantage of Data 360’s tools and analytics and combine your Salesforce data with additional data streams for a complete view of your organization’s stakeholders.
Set Up Data Bundles for Outcome Management: The Outcome Management data bundle is a tool to quickly and easily map your Outcome Management objects to data model objects in Data Cloud. After you’ve mapped your objects, you can take advantage of Data Cloud’s tools and analytics and combine your Salesforce data with additional data streams for a complete view of your organization’s stakeholders.
Set Up Data Bundles for Program and Case Management: The Program and Case Management data bundles are a tool to quickly and easily map your Program and Case Management objects to data model objects in Data Cloud. After you’ve mapped your objects, you can take advantage of Data Cloud’s tools and analytics and combine your Salesforce data with additional data streams for a complete view of your organization’s stakeholders.
Nonprofit Cloud Use Case for Outcome Management: Review a Nonprofit Cloud example use case to learn how a workforce development organization maps their logic model to Outcome Management and layers on Indicators to measure their outcomes.
Numeric Ranges in Decision Matrices: Use numeric ranges to keep matrices with sizable data small. With number ranges, you can concisely specify a range of acceptable values in a matrix column instead of listing individual values.
Object Variables in Expression Sets: Use fields from objects as variables in an expression set. To use object fields as variables in expression sets, the fields must have field aliases defined. You can either use the field aliases available in your org, or have your admins create aliases for the objects fields that you plan to use in an expression set. Aliases are relevant and user-friendly names that are created for underlying source object fields. Field aliases are grouped under an object alias. Object and field aliases are created in Setup and are categorized by a usage type and usage subtype. When you create or modify an expression set, the field aliases related to the expression set’s usage type and usage subtype are available to you as variables in the expression set.
Open Actionable Lists: Open Actionable Lists from App Launcher or from the navigation menu.
Open Audit Trail: You can open Audit Trail from the App Launcher, the navigation menu, or the Service Console.
Open Display Record Detail From Cockpit Card: Sales reps can tap a display record on the cockpit card and launch the display detail page directly on a master detail screen. For example, when you tap the Summer Sale Dump Bin display on the Display cockpit card, the app opens the matching record in the master list and shows its details.
Open Outreach List: If the Outreach List tab isn’t visible in your split view console, open Outreach List from App Launcher or from the navigation menu.
Operators and Functions in Expression Sets: Formulas in expression sets support logical, comparison, mathematical, and string operators, and functions for dates and numbers.
Account Scope: Setting the Scope for a technical product to Account creates a single instance of the technical product Fulfillment Request Line. Only one inventory item for the technical product exists for the given account. If there is another order requesting the same bundle, then the decomposition process generates a FRL based on the existing inventory item.
Add the Fulfillment Diagram Component to your Record Page: After you've made the fulfillment designer tabs visible, you can then add the fulfillment designer component to your record page. After completing this step, the fulfillment designer is ready in your org.
XOM Administration Panel Options: The XOM Administration Panel allows you to control many aspects of Industries Order Management.
Choose the Card Labels in the Decomposition View: Choose what labels you want to see within the order and fulfillment request line item cards in the Decomposition View. For example, you can choose to show the fulfillment status or associated supplemental actions, or choose to not show them at all.
Create a Fulfillment Diagram with an Orchestration Plan Definition: The first step in the fulfillment designer is to create a fulfillment diagram and then add an orchestration plan definition into the diagram. You can create a new orchestration plan definition or import existing ones into the diagram.
Create an App to Predict Delays in Order Fulfillment: Use the Order Delay Predictions template to create an app that generates predictions about in-progress orders that are at risk of delay. The delay prediction is refreshed as the order progresses through the orchestration plan.
Create Dependencies in a Fulfillment Diagram: In a fulfillment diagram, you can easily choose which orchestration item definitions you want to make dependent on others. You can only create one dependency at a time.
Create Dependency Definitions: When you define an orchestration item, click Orchestration Dependency Definitions to open the Orchestration Dependency Definition page.
Definition of an Order in Industries Order Management: For Industries Order Management, an order is defined in terms of licensing purposes as any captured customer order that's expected to be decomposed and fulfilled using Industries Order Management. Orders that are split prior to submission to Order Management (for example, by ESM) are to be counted as individual orders, and are included in the total.
Downstream Order Item Scope: Setting the Scope for a technical product to Downstream Order Item results in no merge of a technical product.
Edit the Swimlane Order in a Fulfillment Diagram: In a fulfillment diagram, orchestration plan definitions are placed in the order you add them to the diagram, one after the other. If you want to change the order, you can edit the swimlane order.
Enable the Fulfillment Designer in your Org: If you're an administrator setting up the fulfillment designer for the first time for your org, there are three things you must do: enable LWS in your org, make the fulfillment designer tabs visible, and add the fulfillment diagram component to your record page.
External Order Data: Include external Order features that are used by the Einstein Discovery model to generate predictions about in-progress orders that are at risk of delay.
Feature Customization: You can extract and use features from your data model by customizing the recipes created by using the Order Delay Predictions template.
Features for Predicting Order Delay: The Einstein Discovery model that generates predictions about in-progress orders that are at risk of delay uses these features.
Import an Orchestration Scenario into a Fulfillment Diagram: If you or anyone else has created an orchestration scenario outside of the fulfillment designer, you can import its associated orchestration plan definition into a fulfillment diagram.
Industries Order Management: Industries Order Management (also called Order Management, IOM or just OM) is a product module that delivers best-in-class, next-generation order management capabilities to communications, media and energy companies.
Internal and External Data: Sync the necessary features from specific objects. Prepare the external Order features that are used by the Einstein Discovery model to generate predictions, import the features data into CRM Analytics, and then sync it.
JSONAttribute v2 Support in Industries Order Management: The JSONAtrribute v2 provides multiple performance and storage enhancements to the technical products data model. In Industries Order Management, from patch release 240.10 and later, to make new orders use the v2 attribute, add a custom setting. From release 240.10 and later, you can also migrate inventory items and fulfillment request lines from the v1 attribute to the v2 attribute.
Launch an OmniScript from a Manual Task: Launch an OmniScript from a manual task in the manual queue, orchestration plan view, or from the orchestration item.
Order Fulfillment States: As an order progresses, the Fulfillment Status field updates to let you know what's happening. The values that appear in that field depend on how your org is set up.
Make the Fulfillment Designer Tabs Visible: Make the fulfillment designer tabs visible for your user profile before adding the fulfillment diagram component to your record page.
Manual Queues and Manual Tasks: Manual queues are created by administrators and contain manual tasks. When an order is processed, Industries Order Management automatically creates instances of manual tasks and places them in a manual queue as defined by the orchestration item definition.
Migrate inventory items and fulfillment request lines to JSONAttribute v2: If there are any inventory items or fulfillment request lines using the JSONAtrribute v1, you can migrate them to the JSONAttribute v2. The JSONAtrribute v2 provides multiple performance and storage enhancements to the technical products data model.
Orchestration Dependencies Across Orders: You can set up orchestration orchestration dependencies across orders using the Related Order scope in an orchestration dependency definition.
Order Delay Predictions with Einstein Discovery: Fulfillment managers can prevent delays in order fulfillment by using predictions from an Einstein Discovery model to identify in-progress orders that are at risk of delay. They can then determine and fix any issues delaying the upcoming tasks and expedite the order delivery. The probability of delay is updated as the order progresses through the orchestration plan.
Order Item Scope: If Scope for the Technical product is set to Order Item, then the corresponding instances are merged within the following structure and the decomposition source takes a direct parent order item.
Order Scope: Setting the technical product scope to Order creates a single instance of the technical product (Fulfillment Request Line) per order. But, unlike the Account scope, for every subsequent order that requests the same bundle, one inventory item fulfillment request per technical product is created.
Parent-Child Relationships in Decomposition with Top Order Item Scope: For parent-child relationships to exist among technical products in decomposition, there must be a clear relationship in the catalog between the two technical products. There must also be a clear decomposition relationship between the commercial and technical products.
Post Upgrade Steps for Order Management Winter '23: Customers upgrading to Industries Order Management must follow some steps to get Order Management working as expected. Except when noted otherwise, these steps are valid for both OM Standard and OM Plus environments.
Predicted Order Delay Dashboard: Show interactive visualizations of predicted delays in order fulfillment by adding the Predicted Order Delay dashboard to the Home page.
Relies On Scope: Setting the scope to Relies On results in a single technical product for all commercial items that rely on each other.
Start a Manual Task: To start a manual task, all you need to do is go to its manual queue and click Pick Up or Run. The manual task then goes from the Ready state to the Running state. If the manual task has an OmniScript associated with it, then the OmniScript launches when the task is started.
Sync Data from Necessary Objects: The Einstein Discovery model needs features from specific objects to generate predictions about in-progress orders that are at risk of delay.
The Fulfillment Designer: Use the Fulfillment Designer to save time and manage your design-time fulfillment in just the one page. The Fulfillment Designer allows you to create diagrams, which are visual, one-stop, canvases where you create (or import) orchestration plan definitions, orchestration item definitions, and their dependencies.
Top Order Item Scope: Setting the Scope to Top Order Item generates a single instance of the item for the specified Top (Root) Order Item. Supported in Order Management Standard only.
Update of the Order Delay Prediction Recipes: Customize recipes to use additional features from your data model. Ensure that the recipes are run in the same order as listed in this table.
Using an OmniScript in a Manual Task: Fulfillment Designers can create OmniScripts to provide guided interfaces for users that manage manual tasks in the fulfillment flow.
Order Prioritization: Dynamic Revenue Orchestrator (DRO) processes the submitted orders based on their priority levels—High, Default, or Bulk.
Add a Vlocity Action to an Interaction Launcher Search Widget: Add Vlocity Actions to a search widget in the Vlocity Interaction Launcher. For example, add an action to the Search Results pane, or create a new Verify action by cloning an existing one.
Add Actions to the Grade Rules: To implement results based on grades, you must add Vlocity Actions to the State Rules for grades.
Add State Model Components to a New Record Page: Salesforce provides special components for State Models that display states and rule results. Including these components in the record page for the base object is recommended. You can add them to a new record page.
Add State Model Components to an Existing Record Page: Vlocity provides special components for State Models that display states and rule results. Including these components in the record page for the base object is recommended. You can add them to an existing record page.
Add the On Creation Action: The On Creation Action connects the Vlocity Action to the Report Card State Model.
Add the Vlocity Interaction Launcher to a Console App: Add the Vlocity Interaction Launcher utility to a Lightning Console app. Call service agents use the Interaction Launcher to search and verify the role of a caller. The console displays only the data and transactions that the caller has permissions to see.
Automatic State Model Transitions: In Spring '20 and later releases, you can automate state transitions in your State Model. This makes manually clicking on a state to advance to it unnecessary, although it's still an option.
Configure a Linked Object: You must configure a linked object if State Transition Rules depend on field values in a related object, such as Account or Contact, rather than the base object.
Configure a Lookup Field: Most State Model base objects are related to other objects such as Accounts or Contacts. If you are using Asset, Contract, Quote, InsuranceClaim__c, or Application__c, lookup fields for these related objects, such as AccountId__c or ContactId__c, already exist. If the lookup field you need doesn't exist in your base object, you can create it.
Configure a Secondary Search in an Interaction Launcher: Configure the Vlocity Interaction Launcher to perform secondary searches determined by an initial search. Enable the initial search widget to continue searching after verification and then specify the name of the initial search in the secondary search widget.
Configure Object-Based Widget Properties for the Interaction Launcher: Create one or more search widgets to add to an Interaction Launcher component to enable an agent to launch a search that starts a customer interaction. Configure an object-based widget for your Interaction launcher to retrieve a search request and search response from specified fields of an sObject, such as Account.
Configure the Completion Rules: The completion rules in the Report Card State Model include base object direct lookups of linked object fields. That is, they use Salesforce child-to-parent Relationship Query notation.
Configure the Grade Field: This field is specific to the Report_Card__c example. (A real-life example might have a Course field as well, but that isn't needed to show how the State Model works.) The default value is I for Incomplete.
Configure the Grade Rules: The final transition rules you must configure in the example are for the Completed to Passed transition.
Configure the State Field: One of the fields in the base object must have values that match all the State Model's state names. (Additional values are allowed.) Using a text field is required, and using a picklist is recommended. If you are using Asset, Contract, Quote, InsuranceClaim__c, or Application__c, a Status field already exists for this purpose, and you can add values to it if necessary. If the Status field isn't suitable for your State Model or you are using a different object, you can choose a different field or create a new one.
Configure the Type Field: Use a type field if different State Models use different records of the same base object. (The Type Field Name and Type Field Value of the State Model will reference this field, if it applies.) For example, State Models for medical and car insurance might use the same InsuranceClaim__c object. In the Report_Card__c example, both students and teachers can be graded, but the State Model applies only to students.
Create a Custom Object: This task only applies if you need to create a new custom object for a State Model.
Create a Customer Interaction Record With Data Mapper: Create records once a customer interaction is complete by configuring a Data Mapper to run after users click the Launch Console button. For example, you can create a new record from any object and populate data collected from the interaction launcher into the record.
Create a Trigger for the Base Object: The ReportCard trigger ensures that the Report_Card.EnableStateModel setting exists and is set to On, then invokes the processOnCreateActions method. You can rewrite it to work with a different base object.
Create a Vlocity Interaction Launcher: Create one or more search widgets to add to an Interaction Launcher component to enable an agent to launch a search that starts a customer interaction. For example, a customer service agent may launch a search to verify the information for the primary contact of an account. Once verified, the customer agent launches the interaction console tab to see a 360-degree view of that contact's interaction history, access all available actions, take notes about the interaction, and complete, cancel, or resume the interaction.
Create an OmniScript-Based Interaction Launcher: Create an OmniScript-based Interaction Launcher to enable an OmniScript to launch an Interaction Launcher flow. Clone the sample OmniScript included with the Customer Interaction DataPack.
Create the Apex Class that Sends Emails: The ReportCardEmail Apex class sends an email based on the specified Email Template to the Contact related to the current Report_Card__c object. You can rewrite it to work with a different base object.
Custom Rule Evaluator Class: If the Rule Evaluation Class Name and Rule Evaluation Method Name settings of the State Model Version are blank, a default algorithm evaluates the State Transition Rules.
Define a Field Set: This task is optional but recommended. If you don't define a field set, the State Model fetches all the fields in the base object. If the object has many fields, this can impact performance.
Download and Install an Interaction Launcher DataPack: Download the VlocityInteractionLauncherSample DataPack, which contains DataRaptors, the Vlocity Interaction Launcher, and Vlocity Actions. After installing, clone a component to easily configure your Interaction Launcher. For example, instead of creating a new VerifyAction Vlocity Action without any settings configured, clone one from the datapack and edit the settings as needed.
Enable the State Model Version: Enabling the State Model Version disables editing of the State Rules and allows the State Model to run.
Important State Transition Settings: When creating State Transitions, it's important to specify default and alternate transitions and transition completion criteria.
Multiple Conditions vs. Multiple Rules: A state transition often depends on multiple conditions. Whether you put conditions in the same rule or different rules depends on whether different conditions must result in different actions.
Other Paths to Take: To perform other tests, change something, run the State Model again, and see if the results are what you expect. Here are some suggested changes and the expected results.
Overview of State Models, Transitions, Rules, and Actions: A State Model lets you track changes to an object record's status over time and to configure rules for when a record transitions from one state to another. Examples are a quote going from acceptance to approval or an insurance claim being opened, assessed, and closed.
Qualify an Existing Object: If you're considering using an existing object that isn't Asset, Contract, Quote, InsuranceClaim__c, or Application__c, make sure that it isn't an abstract object such as Activity or Scorecard.
Set Up the Vlocity Interaction Console: With the Interaction Console, display a 360-degree view of a customer, including the authorized transactions that a verified customer is allowed to complete. Create customer interactions from the Interaction Console with the Vlocity Interaction Launcher.
Specify the State Model Cache Partition Name: The StateModelRulesCachePartition setting determines the name of the cache partition for State Model data. VlocityMetaData is typically used, but you can specify a different name.
State Actions vs. State Rule Actions: You can assign Vlocity Actions to States, State Rules, or both. There are several considerations for deciding.
State Transition Rule Examples: There are many ways to use expressions to reference base object and linked object fields in State Transition Rules.
Take a Representative Path: If a State Model has no alternate states and no transitions with multiple independent rules, you can test it in one pass. For most State Models, you need multiple passes along multiple paths to test all states, rules, and actions.
Update the Layout of an Interaction Launcher: The Interaction Launcher is a utility component in the Vlocity Interaction Launcher Console app. Change the look of the Interaction Launcher component by configuring its settings.
Verify Caller Identity in an Interaction Launcher: Verify the identity of a caller in the Vlocity Interaction Launcher with the Verify Vlocity Action. Create a new Vlocity Action or use the Verify action from the Customer Interaction Launcher datapack.
View Actions Related to an Interaction Launcher Search Widget: View Vlocity Actions associated with a Vlocity Interaction Launcher search widget. Actions associated with the search widget are visible in the widget such as the default Verify and Launch actions, and any new Vlocity Action you create and link to a widget.
Vlocity Interaction Launcher: The Interaction Launcher is a component of a Vlocity Interaction Console app. Contact center agents use the Interaction Console to display a full view of the customer and perform authorized actions.
Workflow for Creating a State Model, States, and Transitions: A State Model consists of references to a base object and States. A State Model Version consists of State Transitions, State Rules, and Actions. Here you'll learn how to create the State Model, States, and State Transitions using the Report Card State Model as an example. Later you'll learn how to create State Rules and Actions.
Workflow for Creating Actions for States and Rules: You can define Vlocity Actions for your State Model and invoke them in two ways: by arrival at specific States, or by State Rules (in Spring '20 or later releases). These actions can invoke Apex methods (in Spring '20 or later releases), OmniScripts, Cards components, and more. In the Report Card State Model, all of the actions send emails to the student.
Workflow for Creating State Transition Rules: In Spring '20 and later releases, State Transition Rules (also called State Rules) determine whether transitions between states in a State Model can occur. A non-alternate State Transition can be subject to no rules, one rule, or multiple rules.
Workflow for Preparing the Base Object for a State Model: Setting up a base object for a State Model requires setting up its fields and record page, then configuring the State Model object definition to recognize the base object and its states field.
Workflow for Setting Up Caching for State Models: Using the Salesforce Platform Cache to store frequently accessed, infrequently updated data saves round trips to the database and improves performance.
Workflow for Testing a State Model: Testing a State Model involves taking the "happy path" through the states, taking departures from this path, and testing every rule and action. If your State Model is especially complex, you can test it after creating all the rules, then test it again after creating the actions.
Workflow for Using a Trigger and an On Creation Action: You can configure a trigger to perform initialization tasks when a new base object record is created. A common initialization task, available in Spring '20 and later releases, is to process an On Creation Action associated with the State Model Version. Other initialization tasks are possible. For example, a trigger for Application__c records sets the initial state of the associated State Model to the Submitted state.
Brand and Personalise Communication Assets: Brand and personalize your communication assets by customizing email templates and defining your brand identity, including colors, fonts, and tone. This enables you to create consistent and engaging content that resonates with your audience. By personalizing your messages, you can increase engagement.
Create a Custom Outbound Engagement Template: Create a custom outbound engagement template by selecting an existing flow or campaign, configuring template details, and defining where the template appears in your org. Optionally enable on-demand mode so that users can trigger communications directly from list views.
Create an Outbound Engagement: Create an outbound engagement to configure and deliver a communication to a target audience.
Create Target Audience Segments in Data Cloud: Create a communication subscription for each category of content that you send, such as discounts on products. For each subscription that you create, add marketing channels, such as email. Subscribers must give consent to receive promotional messages from each channel type.
Custom Outbound Engagement Templates: Create outbound engagement templates that connect existing flows or campaigns to the pages where your users send communications. Classify each template by business area, purpose, and usage type so that users can find the right template when they need it.
How Outbound Engagement Works: Outbound engagement provides an automated, end-to-end process that enables you to deliver targeted, personalized communications to your audience. From template selection to event-driven delivery, each component works together to ensure your messages reach the right people at the right time.
Learn About Outbound Engagement: Use outbound engagements to communicate with your target audience. For example, you can use outbound engagements to send promotion emails to a target audience that include customers, partners, leads, or referrals.
List-Based Sends for Outbound Engagement: Use list-based sends to send an outbound engagement to multiple records from a list view. List-based sends support communications such as sending account statements to selected loyalty program members, resending a communication to selected recipients, or sending an event announcement to a selected group. The action passes the selected record IDs to the outbound engagement so that the flow can use recipient data when it sends the communication.
Outbound Engagement: Outbound engagement refers to proactive efforts that businesses make to connect with the target audience through various marketing channels. This can include personalized communications, promotional emails, and other targeted outreach initiatives. By leveraging Marketing Cloud Next, businesses can automate and optimize their outbound engagement strategies, enhancing customer interactions and driving business growth.
Create an Outbound Engagement: Outbound engagements work best when you personalize your content and schedule your campaign to distribute content at different stages.
Sending Outbound Engagement: Campaigns and flows work together to organize and execute your content distribution. A campaign starts with a flow that automates content distribution and data collection. You can set an event in the flow that automatically sends the communication when the event is triggered.
Set Up Outbound Engagement: Set up capabilities that enable admins in your company to configure and run outbound engagements.
Set Up Marketing Cloud Next: To effectively manage your marketing efforts, it's essential to set up a robust framework that includes creating targeted communication subscriptions, obtaining and managing audience consent, and tracking campaign performance through detailed reporting.
Outcome Management: Outcome Management is an impact measurement tool that defines, measures, and evaluates an organization’s outcome strategy in one place.
Manage the Component to Enter Multiple Indicator Results: Give your users a spreadsheet-like experience to enter multiple indicator results on a single screen. Add the Create Indicator Results component to Lightning record pages and in Experience Cloud. Then, customize the columns for the grid to optimize your users’ workflow for entering results. Consider adding this component to Program and Outcome record pages as well as other record pages where users enter results.
Create an Impact Strategy and Assign It to Outcomes: Use Impact Strategies and Impact Strategy Assignments to group Outcomes to see your entire strategy, such as a logic model, or body of work needed for an external stakeholder in one place.
Define Outcomes and Outcome Activities: Add outcomes to track the changes that you expect to see. Use outcome activities to connect outcomes to the efforts, such as programs, benefits, or care plans, that contribute to the desired end goal.
Outcome Management Editions and Permissions: Review the supported products and editions for Outcome Management. Then learn about how your product handles permissions and how to assign them.
Outcome Management Experience Cloud Site: Share your outcome strategy and collect results from grantees or partner organizations. For example, share your strategy with partner organizations to determine if working together is a good fit or have grantees provide progress reports. To set up a site, enable and configure Experience Cloud.
Get Started with Outcome Management: Outcome Management is an impact measurement tool that defines, measures, and evaluates your outcome strategy. Explore a trial org and learn about what’s included, the recommended setup, and how to get ready for your implementation.
Learn About and Explore Outcome Management: Learn how Outcome Management maps to common methodologies. Read about an example use case. Get a trial org to explore the product. Get to know the Outcome Management app and home page.
Map Your Impact Strategy to Outcome Management: Outcome Management defines, measures, and evaluates an organization’s outcome strategy in one place. Learn how to make a measurable and actionable impact strategy with Outcome Management.
Measure Your Strategy with Indicators: Measure consistently by creating a library of Indicators, connect those indicators to what you’re measuring, and add time-bound baseline and target values to track your results against. Connect indicator definitions to programs to track the effectiveness of programs. Connect indicator definitions to outcomes to track the effectiveness of the tasks being done by participants.
Optional Outcome Management Customizations: Customize page layouts, set up recommended validation rules and report types, and set up Discovery Framework and Assessments.
Outcome Management Setup: Turn on Outcome Management. Learn about editions and permissions. Decide if you want to do additional customizations.
Using a Flow to Calculate Indicator Results: To have more consistent and real-time results, connect an indicator definition to the raw data that you use to create results. Outcome Management provides the Calculate Goal Completion Percent for Indicator Result flow template that you can modify. The flow helps you see how individual participants progress toward their goal results. You can also create your own indicator result calculation flow using the template as a guide.
Patient Support Program Analytics Dashboards: Gain comprehensive insights into Patient Support Program (PSP) engagement, adherence, and financial support. These analytics dashboards empower Program Leads and Patient Services Reps to monitor program performance and patient outcomes. Users can identify successes and challenges, take timely corrective actions, and adjust strategies to improve patient adherence and overall health outcomes.
Patient Services Rep Analytics Dashboards: Use the Patient Services Rep Analytics dashboards to gain insights into a specific program within Life Sciences. These dashboards help care agents track key performance indicators, analyze patient dropouts, monitor cases raised by patients, and understand how long cases remain open. It also provides detailed benefit information relevant to the program. This focused approach ensures care agents have the specific data needed to manage their assigned program effectively.
Patient Engagement Dashboard for Patient Services Rep: Monitor and visualize patient engagement metrics to gain insights into Patient Support and Program (PSP) interaction, empowering patient services reps to customize interventions and provide targeted support. Use real-time patient engagement metrics to monitoring low engagement or adherence, and using tools to personalize communication and follow-ups.
Payer and Benefits: Track essential patient metrics such as total enrolled patients, assessed patients, and response rates. Monitor retention rates, patient adherence, and churn trends to identify at-risk patients. Analyze case status, resolution times, and case aging to optimize workflow and ensure timely patient support.
Program Lead Analytics Dashboards: Use the Program Lead Analytics dashboard to improve your Patient Support Programs (PSPs). Gain comprehensive insights into how patients are involved and how financial assistance works. For Life Sciences cloud, this tool enables program leads monitor consolidated patient engagement metrics and financial benefits across multiple programs, allowing them to quickly identify successes and challenges. Analyze patient adherence, program impact, and service delivery to make data-driven adjustments that improve patient health outcomes, enhance medication adherence, and ensure vital financial support.
Patient Engagement Dashboard for Program Leads: Monitor and visualize patient engagement metrics to gain insights into Patient Support Program (PSP) interaction, empowering program leads to customize interventions and provide targeted support. Use real-time patient engagement metrics to monitor low engagement or adherence, and personalize communication and follow-ups.
Payer and Benefits: Track key programs and patient metrics to optimize patient support. Monitor total programs, enrolled patients, and payer interactions to identify trends. Analyze financial assistance needs and benefit verification statuses to ensure patients receive the necessary support. Evaluate program effectiveness by understanding patient distribution by benefit verification status and payer efficiency.
Generate Component Forecasts Using Flows: You can orchestrate a flow using Flow Builder to run the Data Processing Engine jobs to calculate component forecasts.
Configure a Forecast Set for Program Based Business: Define forecast fact object field mappings, forecast frequencies, and data processing engine definitions for the forecast set. Also define adjustment periods to provide different stakeholders an option to modify forecast data based on their insights into market conditions, growth in either a specific product or industry segment, and any other trends.
Create a Dimension for Program Based Business: Create forecast data for your components across multiple dimensions such as product location, production model, product variant, and product variant component.
Create an Advanced Account Forecast Set Use: Use the Advanced Account Forecast Set Use object to associate the program forecast set with an object record whose data is used when generating forecasts. For example, select a manufacturing program as the Forecast Context to base forecasts on those records. Create two forecast set uses, one for the manufacturing program and one for the program variant. The forecast set use for manufacturing program components is created when your admin runs the Data Processing Engine definitions.
Create a Forecast Set for Program Based Business: Forecast Sets are the primary building blocks required to generate 360-degree forecasts. Forecast sets contain the necessary configuration information to generate manufacturing program forecasts. Create three separate forecast sets for your manufacturing program, manufacturing program variant, and manufacturing program component forecasts.
Create a Period Group for Program Based Business: Before you create forecast sets for Program Based Business, create period groups for your forecasts. Period groups contain details of periods for which forecasts are generated. You can generate forecasts for past or future periods by specifying the start period. Forecast periods can be of month, quarter, or year type. You can also define the number of forecast periods that must be displayed at any given time.
Add Customer and Supplier Products: Add your products and your customer’s products. Program Managers can then create relationships between them using the Product Related Material object.
Create a Program Template: Create program templates to define a structure for your manufacturing programs. Then your account managers can quickly and easily set up customer-specific programs using those templates. Define the template sections with associated forecast sets that contain configuration details for the manufacturing program, the program variants, and related components. Also map the forecast fact object that stores the data for the program, variants, or components to the respective forecast sets. For example, you can create a template called Auto Program Template to generate forecasts for parts and accessories associated with a vehicle manufacturer program.
Create a Template Section: Template sections define the structure of a program template. The associated forecast set contains configuration details for the manufacturing program, the program variants, and related components.
Prepare a CSV File for Program Based Business: Manufacturing suppliers across industries work closely with their customers to supply the products and components needed to manufacture equipment.
Import Data From a .CSV File: Import data from a .csv file into a target object. Use this data to calculate supplier component forecasts, but only after you run data processing engine templates.
Create a .CSV File: Follow these guidelines when you prepare a .csv file for import.
Configure Program Based Business: Ensure that your implementation of program based business meets the needs of your unique organization by configuring period groups, dimensions and forecast sets, and cloning the Data Processing Engine templates.
Key Features of Program Based Business: Program Based Business with Manufacturing Cloud is a comprehensive solution that uses advanced account forecasting capabilities to generate accurate forecasts for your products based on your customers' programs and resulting forecasts. You can then transform your product forecasts into business opportunities based on profitability analysis, and ultimately convert those opportunities into run-rate business. For example, a supplier for headlights for an Original Equipment Manufacturer (OEM), such as a car manufacturer, can derive forecasts based on their OEM’s forecasts.
Forecast Based on a Customer’s Forecast with Program Based Business in Manufacturing Cloud: Manufacturing suppliers across industries work closely with their customers to supply the products and components needed to manufacture equipment. In order to do this successfully, suppliers need to consider their customers' forecasts in order to determine their own. Program based business gives manufacturing suppliers complete visibility into their book of business, by using a program-based model to gain deep insights into their customers’ forecasts.
Learn About Program Based Business: Learn about the key terms, key features, and out-of-the-box forecast fact objects included with Program Based Business.
View the Import Status of a .CSV File: CSV file upload is an asynchronous process. Whenever a user uploads a .csv file, the system creates a Received Document record. By default, the name of the Received Document is same as the name of the file that the user uploaded.
Transform Forecast Data: After you generate the manufacturing program component forecasts, your account managers can use the forecast data to create opportunities. Use the Transformations API with Program Based Business to convert the manufacturing program component forecast fact records to opportunities. You can also use the Transformations API to convert quotes to sales agreements.
View Program Based Business Forecasts: View forecasts for your manufacturing programs. You can view manufacturing program, manufacturing program variant, and manufacturing program component forecasts.
PDF Reporting and Sharing: Use Visual Studio Code-based Modeler to create PDF reports for important sales data, such as product displays or order details. During store visits, sales reps use the Consumer Goods offline mobile app to record data, such as the manufacturer’s product displays, the competitors’ product displays, and orders received. Going through the captured data to find the right information takes much time and effort. So, Salesforce developers and customizers use Visual Studio Code-based Modeler to create contracts and handprint layouts to present the collected data in PDF reports. You can generate and share PDF reports on mobile devices and the simulator app.
Provider Network Management Permission Set: The Health Cloud Provider Network Management permission set grants access to provider management objects so users can manage recruiting, credentialing, networking, and contracting.
Permissions for Community and Guest Users: Users with the community and guest user profiles can run expression sets and decision matrices when the profiles are assigned the permissions to run expression sets and decision matrices.
Plan Your Revenue Management Implementation: Learn how to gather business requirements, sequence feature deployment, set project milestones, import data, and work with your business users to successfully implement Revenue Management (formerly Revenue Cloud).
Post Upgrade Steps for Order Management Spring '23: Customers upgrading to Industries Order Management must follow some steps to get Order Management working as expected. Except when noted otherwise, these steps are valid for both OM Standard and OM Plus environments.
Post Upgrade Steps for Order Management Winter '24: Customers upgrading to Industries Order Management must follow some steps to get Order Management working as expected. Except when noted otherwise, these steps are valid for both OM Standard and OM Plus environments.
CSV File Readiness: Input large amounts of data by preparing it in a CSV file and importing it into Salesforce. You can import data into Salesforce standard objects and custom objects.
Prepare the Report Data: Create business logic methods in Visual Studio Code-based Modeler to define the data that business reports and charts show.
Prerequisites: Before you create PDF reports, install and set up the Consumer Goods Cloud managed package and other apps. Next, create the Displays custom card in Your Day cockpit.
Preserve Asset Status During Metadata Updates: Optimize your Move, Add, Change, Delete (MACD) processes by preventing unnecessary status changes on asset line items. You can now configure Industries CPQ to preserve the Existing status when MACD rules update attribute properties without altering the actual values.
Prevent Duplicate Interaction Records: Use the duplicate record management feature with the Interaction object. Help your users keep their Interaction records free of duplicates by creating duplicate rules and matching rules for the Interaction object.
Prevent Theft of Confidential Data: Organizations must comply with regulations that govern sensitive information. Failure to comply can have serious legal consequences. As a customer service representative (CSR) or contact center agent (CCA), it’s important to verify a customer’s identity before giving out the information that they seek.
Access Your Pricing Information: View your product pricing either in a simple list view or using custom grid components making it easier to analyze and compare data. Use the discount calendar to show all applied discounts for a product.
Calculate Aggregate Prices for Products: Determine the aggregate prices of a group of products by defining aggregation at multiple line item layers and ensuring pricing is calculated at the configured levels.
Attribute-Based Discounts: To calculate a product's price based on its associated attributes, use the Attribute-Based Price element.
Bundle-Based Price: Define and manage bundle-based discounts for a group of products that are sold as a unit.
Add the Calculate Price Button: To make the standard button for pricing action visible on your object’s record page, configure the object’s page layout from Object Manager.
Fetch the List Price of a Product: To get the base price of a product for pricing procedure execution, use the List Price element. The list price serves as a starting point for calculating the final price before applying any discounts or adjustments.
Manually Discount Product Prices: Manual discounts, also known as discretionary discounts, can be applied to products to provide additional price reductions.
Add Products as Price Book Entries: Record each product or service you sell as a product in Revenue Management. These products, also referred to as line items, have a specific selling price and are added as entries to a price book.
Dynamic Pricing With Price Adjustment Matrix: Determine custom discounts and adjustments that go beyond the predefined options provided by Salesforce Pricing using Price Adjustment Matrix element.
Understand the Difference Between Volume and Tier Discounts: Distinguishing between volume and tiered discounts is crucial for applying the most effective pricing strategies to your products. Both methods allow you to offer discounts based on quantity purchased, often within specified date ranges, and can be integrated into your pricing engine.
Volume and Tier Based Discounts: To calculate the price of a product based on discounts configured according to the quantities purchased, use the Volume Discount or the Tier Discount element.
Set Up Advanced Price Logs: Capture input values and exception details for complex pricing elements. Use this diagnostic data to identify and fix performance issues.
Annual Proration Examples: Demonstrates how the system calculates pricing based on a yearly billing cycle.
Annual Proration Examples for Leap Years: Review calculations for annual billing cycles, and learn how the total days adapt to leap years. Salesforce Pricing uses a specific design convention to handle end-of-month anniversary dates. Rather than relying on simple date increments, Salesforce Pricing adjusts period end dates to accommodate the presence or absence of February 29 so that it calculates full periods logically based on date availability.
Best Practices for Apex Pricing Hooks: Follow these best practices when implementing Apex hooks in your pricing procedure plans to optimize performance and avoid unexpected results.
Apply Policy-Driven Price Revisions: Apply policy-driven price changes to respond to market conditions, contract terms, or inflationary trends. Pricing designers can define revision policies, track Consumer Price Index (CPI) data, and enable uplifts at set intervals, optimize revenue, and maintain business performance.
Use the Rounding Values Element: Use the Rounding Values element to ensure that the output of any pricing element in a pricing procedure is rounded to the specified decimal place.
Map Context Tag Data Using Assignment Element: Dynamically set or change the values of pricing variables by mapping data between context tags or from a variable directly into a context tag.
Automate Pricing Data Sync with a Scheduled Flow: Create a scheduled flow that refreshes your pricing decision tables on a regular cadence so that Agentforce Revenue Management always uses current pricing data without requiring a manual sync.
Calculate Attribute-Based Discounts: Determine the price of a product based on the discounts configured for selected price impacting attributes.
Calculate Bundle-Based Discounts: Determine the price of a product based on the discounts configured for a set of products sold as a bundle.
Cumulative Pricing Using Volume or Tier Discount Elements: Customers can apply volume or tier-based discounts to a line item based on aggregated product quantities, whether from past purchases (asset quantity) or multiple line items within the same quote or order.
Example: Calculate Margin by Using a Standard Cost Book: Salesforce Pricing doesn't bring cost data into the quote line or calculate margin automatically. This example shows one way to surface cost on the quote line item and calculate margin from it, using standard Salesforce Pricing building blocks and custom fields.
Calculate the Derived Price of Product: Use the discovery procedure and the derived price element in a pricing procedure, to calculate a product’s price from another product or asset.
Configure Decision Explainer for Price Waterfall: Map expression set message tokens and explainability message templates to pricing elements to customize the decision explanations in the price waterfall.
Configure Decision Tables: Decision tables form the foundation of your pricing logic. Salesforce Pricing evaluates complex rules and looks up specific values, such as list prices, discounts, or volume tiers, based on defined input criteria. Configure standard decision tables that pull data directly from your Salesforce objects.
Customize the Pricing Action Button by Using Lightning Components: Add the Pricing Calculation standard Lightning component to object record pages to make custom pricing actions available across your org and calculate the price of a product directly from the record page.
Configure Pricing Parameters for Standard Objects: To ensure that the standard pricing action button functions properly, define pricing parameters that connect it to a context definition, the context's mapping, and the pricing procedure for calculating product prices.
Configure Your Pricing Procedure: Assemble a pricing procedure using pricing elements and ensure accurate pricing for your products.
Configure a Product Selling Model for Your Products: Product selling models define how products are sold—be it one-time, term-defined, or evergreen subscriptions. They provide flexibility in managing diverse product offerings and streamline how those products are quoted, ordered, and renewed within a revenue management system. These models are crucial for accurately representing different sales approaches for your products.
Configure Proration Settings: Set custom pricing term values to calculate product prices based on your customer's subscription length.
Configure Salesforce Pricing Objects: To optimize Salesforce Pricing, configure the page layouts for Product, Price Book Entry, and Price Adjustment Schedule objects to ensure the proper display and functionality of pricing-related fields and related lists, thereby guaranteeing accurate product and service pricing and streamlining sales processes.
Configure the Price Propagation Element: Define the formulas and execution sequence for your hierarchical pricing logic by using the Price Propagation element.
Considerations for Importing and Exporting Pricing Data: Use a packaged file to import and export pricing metadata from one org to another, including pricing recipes, decision tables, context definitions, and pricing procedures. These metadata components are crucial for pricing processes, where pricing procedures use recipes for accurate calculations.
Contract-Based Pricing: Manage and apply contact-based pricing deals on previously negotiated pricing agreements defined in a contract.
Create a Custom Procedure Plan Definition: Create custom procedure plan definitions that contain only selected types of procedures. You can further filter these definitions by configuring multiple criteria and conditions within a procedure.
Create a Decision Table: To evaluate pricing rules and return specific pricing data such as list prices, discounts, or volume tiers, configure a standard decision table.
Create and Configure a CSV-Based Decision Table: You can use CSV-based decision tables to manage medium-scale pricing logic. After you create them, map these decision tables to a pricing recipe and use them in your pricing procedures.
Create Attribute Based Adjustments: Set up pricing rules that automatically adjust prices and offer discounts based on a product's price-impacting attributes by creating attribute-based adjustment records.
Create Bundle Based Adjustments: Define bundle based adjustments to calculate discounts for products being sold as a bundle.
Create Constant Resources: If your variables lack context tags, create a constant resource to serve as a placeholder for fixed values in your pricing procedures. Constants are used for inputs, outputs, and other values passed from a pricing element.
Context Definitions: Context definitions contain the necessary information to run the pricing process. This includes the relationship between nodes and their structure, attributes, context tags, and mapping. Mapping defines the nodes and attributes with the correct input data from Salesforce objects. The pricing procedure runs with its associated tags and writes the results back to the context definition that the tags belong to. A crucial point to remember is that a context tag can’t have the same name as the decision table's label or API name.
Create a Pricing Recipe: Learn how to create a custom pricing recipe to group and associate your custom decision tables, enabling precise control over pricing calculations in your Salesforce org. This task is essential when the predefined recipe doesn't meet your specific business needs. Use the Subtype field to set up the default pricing recipe and decision tables for each cloud, such as Revenue Cloud or Life Sciences Cloud. While building or editing a pricing procedure, element lookups display only the decision tables linked to the default recipe of that procedure's subtype.
Decision Tables: Decision tables are essential as they match your input values with the input rows in a decision table, returning the matching row’s output pricing element that uses it in a pricing procedure.
Create Price Adjustment Tiers for Volume Discounts: Set up pricing rules that automatically adjust prices and offer discounts based on the quantities purchased by creating price adjustment tier records. You can use them to implement various strategies, including both volume or tiered discounts. This adjustment type enables you to define a product's price based on the number of items being sold.
Create Procedure Plan Definitions by Using Templates: A procedure plan definition template only stores the sequence of the procedure plan sections. You can modify the template to add a context definition and appropriate procedures within the procedure plan section based on your business needs.
Create Procedure Plans: To create a flexible and comprehensive workflow that adapts to your business needs, use a Procedure Plan Definition to combine and sequence individual procedures into a single, unified plan. You can start quickly with a predefined template or customize one from scratch to meet your unique requirements.
Customize Your Procedure Plans With Apex Hooks: To support unique pricing scenarios, add custom Apex logic to your pricing procedure plans. You can use Apex hooks to apply custom business logic that modifies the pricing context after a quote line is configured. Use an Apex prehook to adjust pricing based on product attributes before it's priced, and an Apex posthook to handle pricing changes for groups and other Quote object elements after pricing. When a sales rep configures a product or changes a group of quote line items, the pricing procedure plan changes the pricing based on the instructions in Apex.
Decision Explainer for Salesforce Pricing: Use Decision Explainer to customize the Salesforce Pricing waterfall structure and generate dynamic explanations for the resulting pricing outcomes.
Define Costs in Cost Books: A cost book acts as a detailed expense tracker for your products. Think of it as the place where you record every cost associated with creating or delivering a product or service. Within a cost book, you create individual entries for each specific expense, such as the cost of raw materials, manufacturing, or shipping. These detailed cost entries are then linked directly to the corresponding product in your catalog, giving you a clear, itemized view of what it truly costs to bring that item to market.
Define Prices in Price Books: A price book is essentially your company's master product catalog, containing a complete list of your products and services along with their specific selling prices.
Implement Derived Pricing: To accurately calculate a product’s price from another pricing source, such as a product or an asset, or the overall quote value, use the Derived Price feature.
Discount Distribution Service Limits: Before adding the Discount Distribution Service element to your pricing procedure, keep these points in mind:
Discount Distribution Service: Apply quote-level discounts across each line item ensuring consistent and accurate pricing using the Discount Distribution Service feature in Revenue Management.
Begin Using Salesforce Pricing: Enable Salesforce Pricing to efficiently set up, manage, and implement pricing strategies. Tailor the experience of using Salesforce Pricing for all users using permission sets to give them precise access to what they need.
Discover Pricing Factors: To accurately calculate a product's derived price, discovery procedures gather contributing factors and store them within a defined context definition, ensuring precise data access.
Configure Price Waterfall: Understand the reasons behind every step of your pricing process by using Price Waterfall. By configuring waterfall, you get a detailed breakdown of every addition or deduction, giving you clear understanding of your pricing process.
Salesforce Pricing Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of pricing concepts and helps them navigate the Salesforce Pricing landscape.
Example: Apply Discounts Sequentially for a Product: In this scenario, let's apply discounts to the laptop sequentially. The first discount is calculated from the list price, and each subsequent discount is applied to the previously discounted price.
Fix and Execute Failed Pricing Adjustment Batch Jobs: You can resolve issues with your failed records by making the necessary edits and running the pricing batch job again. For example, a pricing adjustment batch job may fail when an adjustment relies on a product attribute that is missing or invalid.
Set Up Parallel Pricing Element Execution: Run multiple pricing procedures concurrently or use parallel processing within a single pricing procedure to ensure faster and more efficient pricing, especially in complex scenarios.
Export and Import Your Pricing Data: To create a new package with your pricing data to reuse them in another Salesforce org, create a new package and deploy it on another Salesforce org.
Build Pricing Rules with Formula-Based Pricing: Perform functions and mathematical calculations to generate the price of a product. Solve complex pricing scenarios by defining multiple formulas within a single Formula-Based Pricing element.
Prerequisites to Build Pricing Procedures: Before you begin creating pricing procedures and adding elements to them, ensure you have completed these prerequisites. Understanding the fundamentals is crucial for successful implementation and operation of your pricing strategies.
Prerequisites to Build Discovery and Derived Price Pricing Procedures: Before you begin creating discovery procedures to locate pricing data for your products and assets, or to calculate a product’s derived price, ensure you have completed the following prerequisites. A fundamental understanding of these concepts is crucial for the successful implementation and operation of your pricing strategies.
Salesforce Pricing Limits: Review the default limits for Salesforce Pricing’s components and their usage. To modify the set default values, ask your Salesforce administrator to raise a support ticket.
List Group and List Operation: Efficiently process lists of data and implement complex pricing logic and calculations by enabling filtering, value lookups, and various computations on line items.
Map Context Tags: Simplify context tag mapping by using pricing elements to streamline variable mapping, ensuring accurate and straightforward pricing configurations.
Map Line Item: The Map Line Item element is used for precise mapping of variables. It maps variables at the main line item level and sub-line item levels, which are created when multiple transactions occur on the same line item within different pricing elements.
Map Line Item Limits: Before you add the Map Line Item element to a pricing procedure, review these limitations and configuration requirements.
Modify Price Adjustment Matrices: Customize your pricing recipes by associating them with decision tables, allowing you to offer customers discounts based on specific conditions.
Monthly Proration Examples: Demonstrates how the system calculates pricing based on a monthly billing cycle.
Monthly Proration Examples for Leap Years: Review calculations for monthly billing cycles, and learn how the total days adapt to leap years and varying month lengths. For a monthly product selling model, Salesforce Pricing anchors exactly to the numerical start date. If an anniversary subscription starts on the 29th, 30th, or 31st, and that exact date doesn't exist in the following month, Salesforce Pricing uses a design convention: it aligns the next period to the latest available day of that subsequent month. All full periods behave as "month-end to month-end minus one.
Monitor and Troubleshoot Pricing Issues: Using the Revenue Cloud Operations Console, get valuable insights into how your organization uses pricing data and the information generated by pricing operations. Resolve operational issues quickly by viewing price logs to troubleshoot and fix errors caused by pricing APIs.
Salesforce Pricing Editions, Permission Sets, and Personas: Salesforce Pricing uses permission sets to ensure different user roles have the specific access they need. By assigning the right permission set licenses, organizations can securely manage pricing functionalities, giving each user the necessary access to complete their tasks.
Explore Price Adjustment Schedules: Implement dynamic pricing strategies by automating price calculations and adjustments based on various factors like quantity or product attributes. Build flexible pricing models that optimize revenue and adapt to specific market conditions or customer needs.
Price Books and Cost Books: Track the expenses associated with manufacturing a product in a cost book, and record the product's selling price in a price book. You can have multiple price books and cost books in your Salesforce org.
Price Propagation: Enable complex, hierarchical pricing logic by propagating values across different levels of a transaction from line items to groups and back. Use the Price Propagation element to perform sequential calculations and roll up totals from children to parents.
Price Propagation Limits: Before adding the Price Propagation element to your pricing procedure, keep these points in mind:
Track Price Ranges for Products: Ensure transparent pricing policies and comply with regional directives by tracking a product's minimum and maximum prices over time using the Price Tracking element.
Price Tracking Actions: The price tracking element performs actions to help you fetch and record your product’s price range. Based on your business needs you can perform the required action using a pricing procedure.
Pricing Action Parameters: To calculate the price of products directly from any object’s record page, use the Calculate Price button. All pricing actions are associated with a context definition and a pricing procedure so that the pricing data that is processed during the pricing process is stored directly in the Salesforce object.
Pricing Adjustment Batch Jobs: Utilizing pricing adjustment batch jobs is key for efficient, accurate bulk pricing updates. You can initiate these operations directly from the Related List and List View components of Price Book Entry, Attribute Based Adjustment, Bundle Based Adjustment, and Price Adjustment Tier objects.
Pricing Discount Calendar: Pricing analysts can easily see and understand the diverse discounts associated with a product through the pricing discount calendar.
Use Pricing Elements in Pricing Procedures: Pricing elements are the fundamental building blocks used to construct a pricing procedure. Use these elements to define how prices are calculated and applied in Revenue Management (formerly Revenue Cloud).
Understand Your Pricing Data: The Revenue Cloud Operations Console has four sections that show you how your pricing data is used.
Build Your Pricing Procedures Using Salesforce Pricing: Pricing procedures are fundamental to all pricing strategies in Revenue Management (formerly Revenue Cloud), enabling businesses to implement dynamic pricing rules and efficiently calculate a product's final net price. They act as the core engine for pricing calculations in Salesforce Pricing, providing a flexible and powerful way to manage both simple and complex pricing scenarios.
Pricing Recipes Setup: Pricing Recipes in Salesforce Pricing enable you to create and manage detailed pricing strategies. These recipes associate data from selected objects with decision tables to develop comprehensive pricing procedures. Understanding pricing recipes is crucial for successfully leveraging Salesforce Pricing.
Pricing Setting: The Pricing Setting element serves as the initial element for any pricing procedure. They're used to map common variables in a pricing procedure to context tags.
Establish Procedure Output Resolution: To select the definitive price for a product when pricing rules generate multiple outcomes, implement Procedure Output Resolution.
Build and Manage Your Procedure Execution: Use the Procedure Plan Setup framework to set up your procedures, configure the procedure execution settings, and relate them to a context definition in one centralized location. You can use the predefined templates to build your procedure plan definitions or create a custom definition for your unique use cases.
Procedure Plan Limits: Multiple pricing procedures can be stitched together within a single procedure plan. If you need to configure multiple procedures sequentially, consider these limitations.
Promotion Execution Element: To apply promotions, add the Promotion Execution element to your pricing procedure. This element connects Global Promotions Management with Revenue Management, executing applicable promotions for your transaction line items.
Learn About the Proration Multiplier: The proration multiplier is used to adjust the price of a product or service based on a customer’s usage. This multiplier can be calculated when a customer subscribes to a service partway through a pricing period or when there are changes to the service, such as upgrades, downgrades, or cancellations. The multiplier calculation is based on how long the customer uses the service during the pricing period.
Quarterly Proration Examples: Demonstrates how the system calculates pricing based on 3-month billing intervals.
Configure Record Sharing for Salesforce Pricing: For runtime users to access the data created by product designers or catalog admins, set up record sharing for all Salesforce Pricing objects. This configuration is crucial for the seamless execution of pricing processes within Salesforce.
Roll Up Pricing Using the Aggregate Price Element: Calculate the total price of a group of products using the Roll Up Price option using the Aggregate Price element. When you enable roll up price, the element first determines the price of each child product, and then, adds the total to a parent product.
Apply Price Rounding Values: Precisely calculate the price of your product using Rounding Values in your pricing procedure to ensure accurate pricing amounts.
Design Your Pricing Model in Revenue Management: Salesforce Pricing provides a unified platform for consistent, compliant, and accurate pricing for your products. Businesses can define standard prices for their products and apply discounts through price adjustments for a range of scenarios including volume discounts, subscription pricing, bundle pricing, and more.
Select a Pricing Procedure: To apply pricing rules and logic to calculate the final net price of a product, you must first clone a predefined pricing procedure available with Salesforce Pricing or build a custom one. This is necessary because Salesforce ships a predefined template, not an executable procedure, meaning templates can’t be directly configured for use.
Configure Price Tracking History: Track the minimum and maximum prices of a product over a period to help your users make well-informed buying decisions.
Set Price Waterfall Persistence: Enhance transparency and auditability in your pricing processes by enabling Price Waterfall Persistence. This feature stores detailed logs of each pricing calculation step, making it easier to understand and manage your pricing strategies.
Set Up Price Waterfall: To ensure transparency and accuracy in final product price determination, utilize Price Waterfall to understand and verify your pricing calculations at each step. This is particularly valuable when tracking complex pricing structures, including volume discounts and other tiered adjustments.
Salesforce Pricing Basic Setup: Salesforce Pricing provides the key tools to manage your pricing infrastructure. To leverage these tools effectively, you must first complete the basic setup detailed in this section. This process represents our recommended base configuration and is a prerequisite for building any custom solution. It ensures essential pricing configuration can be transferred, procedures can be customized, and data can be synced for accuracy. Complete all of the following steps before continuing on to design your pricing solution.
Configure a Discovery Procedure: To calculate a product's derived price, configure a discovery procedure with the elements required to gather all contributing factors.
Simple Pricing Procedure Example: Let’s configure and simulate a simple pricing procedure using some common pricing elements to calculate discounts for a laptop.
Simulate and Activate Your Pricing Procedure: Test and validate that your pricing rules and values added to your pricing procedure return accurate results. If your procedure doesn’t work as expected, edit your values or variables, and try again. When you’re satisfied, activate your pricing procedure.
Standard Pricing Actions: To view the pricing action button on the object’s record page, edit the page layout of the object.
Stop Pricing: Use the Stop Pricing element to stop the execution of the pricing procedure for a particular line item. This element acts as a conditional flow control mechanism. With it, you can create pricing logic where certain conditions trigger an early exit from the pricing procedure.
Manage Pricing Using Proration and Subscription Elements: Use the Proration and Subscription elements in Salesforce Pricing to apply time-based pricing when a customer starts, cancels, or changes a subscription mid-cycle. These elements ensure customers are charged only for the time they use your product or service.
Common Proration Examples: These examples demonstrate how various proration settings impact the final subscription price for a product with a Selling Model Type of TermDefined.
Sync Pricing Data in Revenue Management: Regularly sync your pricing data in Salesforce Revenue Management to ensure the latest information is available in decision tables that are mapped to a pricing recipe and have their usage type set to Pricing.
Turn On Salesforce Pricing: If you haven’t done it yet, enable Salesforce Pricing to give your users access to Salesforce Pricing’s object and features.
Salesforce Pricing Advanced Setup: Salesforce Pricing provides advanced setup options to customize and extend its core functionalities that is crucial for leveraging the product's full power and tailoring it to specific business needs.
Understand Discount Distribution Service Terms: Familiarize yourself with the variables and terminology you'll encounter when you configure a pricing procedure to calculate discounts using the Discount Distribution Service element.
Understand Price Revisions: Price revisions are adjustments to the price of goods or services. For a sales rep, understanding these changes is crucial, as they provide a clear and logical justification for a new price during a renewal. These changes, whether increases (uplifts) or decreases, help companies respond to market shifts, control costs, and maximize revenue. Revisions aren't random; they're typically triggered by pre-planned schedules, shifts in economic indicators, or contractual terms, which allow a sales rep to frame a price adjustment as a pre-agreed condition rather than a surprise demand.
Understand Pricing Elements: Pricing elements are the primary components that make up a pricing procedure in Salesforce Pricing within Revenue Management. They are the building blocks, where each element represents a step in the calculation of a product's final price. Understanding pricing elements is essential for successfully defining and calculating product prices and creating customized pricing strategies.
Understand the Order of Execution for Place Sales Transaction: When you create or update a quote or order using the Place Sales Transaction API, Revenue Management (formerly Revenue Cloud)processes the request through a defined order of execution. This order describes how configuration, pricing, Apex hooks, and automation run during transaction processing. Understanding this order helps you determine where pricing logic runs and how context data is processed when using Place Sales Transaction.
Understand Your Resolution Variables: When you enable output resolution in your pricing element, you’ll see a new Resolution Variables section that will consume the details of the resolution strategy you’ve created. The variables in the Resolution Variables section must be mapped to accurate context tags.
Unique Pricing Scenarios: Learn how complex pricing scenarios, from product interdependencies to honoring long-term customer agreements, impact sales efficiency and customer satisfaction. Discover how Salesforce Pricing provides the sophisticated capabilities needed to manage these unique challenges and drive revenue.
Update Your Product Price Range Entries Decision Table: For users who previously enabled minimum price tracking, update your decision table to include the newly introduced option for tracking maximum prices. If you enable maximum price in Price Tracking History settings without this update, your pricing procedure will fail during execution.
Use the Aggregate Price Element: Aggregate and show the price of a group of products based on product categories, product types, or other groups of line items.
Use the Discount Distribution Service Element: To calculate discounts that can be spread evenly across all line items or specifically across a subsection of line items, use the Discount Distribution Service element.
Use the Procedure Plan Framework: To ensure your procedures run in the correct order and pricing is applied consistently to a quote, create a new procedure plan.
View Pricing Adjustment Batch Job Logs: After your pricing adjustment batch job record is created, you can check the status and details of the job. If your batch job has failed or partially failed, you can review the generated logs to find out the reason for the failure.
Investigate and Analyze Pricing API Execution Logs: Open price logs to resolve errors by using the log information in the Revenue Cloud Operations Console app. All headless pricing and pricing API executions, including discovery and pricing procedures performed within an API call, are recorded as pricing logs. This includes successful and unsuccessful executions.
Select a Pricing Recipe for Your Salesforce Org: Every Salesforce org requires a pricing recipe to define its pricing strategy. When Salesforce Pricing is activated, your org is automatically set up with a predefined recipe, though you can only have one active pricing recipe at a time. This recipe is essential for managing detailed pricing procedures.
Understand the Setup Objects Used for Price Waterfall: Price Waterfall uses setup objects to capture logs for how a pricing procedure ran, making it easy for your users to explain and check pricing calculations at each step. For example, pricing analysts can check the number of discounts applied at various tiers while calculating volume discounts.
Weekly Proration Examples: Demonstrates how the system calculates pricing based on a 7-day billing cycle, for subscription and consumption products.
Problems: The Reason There's a Care Plan: Problems are health issues that range from a specific diagnosis to more general conditions. Problems are identified through many sources: the primary care physician, a lab test, an issue reported by the patient or member, a diagnosis, or a stage of a disease. A problem can be clinical, such as a chronic bronchitis diagnosis, or non-clinical, such as needing assistance with daily activities in the home. When you assign a priority to problems, they appear in order of priority.
Add Components to a Configurable Product Bundle: You can add multiple groups, multiple product components, or one product classification component under a product group in configurable bundles.
Add Components to a Static Product Bundle: Static products are non-configurable at run time. That means you can’t add or remove child products, alter product quantities, or configure product attributes at run time. You can add product and product group components to a static product bundle. Product Group components are optional.
Assign Attributes to a Product Classification: After you create a Product Classification, assign attributes to it. You can assign individual attributes to a product classification or a collection of attributes through attribute categories.
Working with Product Attribute Fields: Learn more about the fields used in product attribute definitions. Some fields simply define an attributes, while others affect runtime when your sales reps are working with quotes and orders.
Attribute Mapping in Qualification Rule Procedures: In your qualification rule procedures, you must map specific attributes from the context definition to the corresponding decision table fields based on the type of the qualification element. In addition, you must map your custom attributes that must be used to evaluate qualification.
Begin Using Product Catalog Management: Review the supported products, editions, and permission sets for Product Catalog Management (PCM). Tailor the experience of using PCM for all users using permission sets to give them precise access to what they need.
Manage Validations for Product Bundles: As product bundles grow over time, tracking the number of components and ensuring that every component meets the cardinality and structural requirements can become challenging. Validate Product Definition runs on-demand checks against your entire bundled product to ensure compliance. The validations also suggest corrective actions to help maintain the integrity and accuracy of your product configurations.
Group Cardinality Examples: To better understand how group cardinality works in Product Catalog Management, refer to these examples.
Organize Your Products with Catalogs and Categories: A catalog is a collection of the products that you sell, organized into categories for easier browsing. You must create a catalog before you create catalog categories and assign products to the categories.
Change a Configurable Bundle Product to a Static Bundle Product: You can change a configurable bundle product to a static product bundle when you don’t want to configure the bundle during run time. You can't configure products in a static product bundle during run time. Every bundle component is present in the bundle by default and can’t be removed. You can’t change the child component quantity in the run time. Every attribute of every product component has a default value.
Change a Static Bundle Product To a Configurable Bundle Product: You can change a static product bundle to a configurable product bundle when you want to configure the bundle during run time. Configurable product bundles have products under a group. Additionally, the parent product is always configurable in the run time.
Configure Apex Hooks in a Product Discovery Procedure Plan: Use Apex sections in a Product Discovery procedure plan to run custom pricing logic, such as fetching prices from an external system. The order of Apex and Pricing sections determines how prices are applied. You can include multiple Pricing and Apex sections, but only one Qualification section.
Configure Decimal Support for Unit-Level Prices: Improve pricing accuracy by configuring up to six decimal places for unit-level rate and currency fields. Show precise values for unit prices, list prices, and discounts across product discovery, quote, and order pages. Standard summary and total fields retain their default decimal settings.
Configure Dynamic Product Facets: With Dynamic Product Facets, your users can find products faster on the Product Discovery List page. Dynamic Product Facets automatically selects, orders, and shows the most relevant facets, including the category facet.
Configure Filterable Fields & Attributes: Specify the fields and attributes that your sales reps can use as filters on the product discovery product list page. By configuring filterable fields and attributes, you help sales reps quickly narrow down search results to find the products they need.
Configure Partial Search: Find products more efficiently by searching with partial product codes or product SKUs.
Configure the Product Catalog Management Cache: Store frequently requested product details in a dedicated cache for faster retrieval. You can then access product details without reloading them from the source every time. When product details change, the system detects the updates and regenerates the cache. If a user requests information for a product that isn’t in the cache, the system fetches the information from the database and saves it to the cache for future requests.
Configure Product Attributes in Revenue Management: Products that are based on a product classification inherit all the attributes from the product classification. You can configure the inherited attributes to make them product-specific. You can override the configured and inherited attributes in the context of a product bundle.
Configure Product Field Search: Give your users the option to quickly search for catalogs having more than 4 million products.
Configure Searchable Fields & Attributes: Specify the indexed fields and attributes you want to be searchable by sales reps and customers to find relevant products.
Configure the Number of Facets Displayed: You can now define a facet limit to control the number of dynamic facets shown on your Product Discovery list page. In addition, you can also define the number of values shown for each facet. This feature overrides the default display, ensuring only the specified number of facets are visible.
Customize the Product Browsing Experience: To specify the information and options shown to your users during product discovery, override a preconfigured flow or use the Lightning App Builder to customize the experience.
Configure a Context Definition for Qualification Rules: For qualification rules, context definitions pass product or product catagory data to your qualification rule procedures. The qualification procedure then evaluates the qualification of products or product categories and returns the qualification or disqualification results back to the context definition.
Convert Static and Configurable Product Bundles: Change a static bundled product to a configurable bundled product when you want to configure the product bundle during run time. You can also change a configurable bundled product to a static bundled product when you don’t want users to configure the product bundle during run time.
Convert Simple Product to Bundle Product: Change a product’s type to a bundle to update the product definition with bundle-specific features without making duplicates.
Create a Catalog: Define your product offerings in Product Catalog Management with product catalogs. Catalogs enable efficient organization and management of all the products your business sells. You must create at least one product catalog.
Create a Product Classification: A product classification is a template that you use to create products with similar characteristics. Product classifications are the primary tool for assigning attributes to products.
Create a Product Selling Model: Create product selling models for your products from the Product Catalog Management home page.
Create a Product Subclassification: Create and manage product classification hierarchies up to three levels deep to enhance the product catalog’s structure. Subclassifications automatically inherit attributes from their parent, simplifying attribute management and reducing redundant work.
Create Qualification Rule Criteria: Create criteria using field data on your chosen Salesforce object that you want to use for qualification rules. The object can be one that you create, or one of the included qualification or disqualification objects.
Create a Unit of Measure: Capture accurate product quantities by defining the number of decimal places the product supports, with specific rounding methodologies.
Create a Variation Attribute Set in Product Catalog Management: Group product attributes, such as size or color, into an attribute set to apply them to products efficiently. Because a product can have multiple attributes, applying a set to one or more products rather than assigning individual attributes provides consistency across products.
Create a Variation Parent: Group related product variants and simplify your catalog management. The parent variant stores shared attributes across a product’s different variants to eliminate redundant data entry for admins. Sales reps go to this parent variant in product discovery before selecting the exact specifications a customer needs.
Create a Variation Product: Define specific, sellable configurations of a parent product. Each variation product represents a unique set of attribute values and has its own product code.
Create and Deploy Requirement Assessment Forms for Guided Product Selection: For each requirement that you want to provide guidance for, create a set of questions, add the questions to a form, add logic to the form, and deploy the form. When your users (such as sales reps and customers) answer these questions, Guided Product Selection uses the answers to show the most suitable products.
Create Bundled Products: Bundled products are a group of products that are sold together as one unit. You can create static or configurable bundled products.
Create Catalog Categories and Subcategories: Organize and group products in your catalog by creating catalog categories and catalog subcategories. Assign products to more than one catalog category and subcategory.
Create a Decision Table That Uses a Standard Evaluation Object: If you use Product Qualification, Product Disqualification, Product Category Qualification, or Product Category Disqualification objects to store the evaluation criteria, use predefined templates to easily create decision tables.
Create Product Specification Type and Product Specification Record Type: Ensure that your products have the terminology that’s unique to your industry. Use Product Catalog Management to define a specification type for the products that are specific to your industry and create corresponding product record types.
Create Product Variants in Revenue Management: Use product variants to group related products that share a common identity but differ by specific characteristics. Instead of creating separate, disconnected entries in your catalog for every minor difference, variants help you organize these options logically under a single umbrella record.
Create a Qualification Rule Procedure: A qualification rule procedure contains qualification procedure elements that evaluate the rules in a decision table. The procedure accepts a list of categories and products as input and returns the list of products and categories along with their qualification or disqualification information as output.
Create Simple Products: Learn how to create simple products for your product catalog. Simple products are products that aren't bundled with other products. You can create static or configurable simple products.
Create a Bundled Product Structure: After you create a bundled product (static or configurable), use the Structure tab in the bundled product to add child components such as groups, products, and product classifications.
Customize and Extend the Product Catalog Management Home Page: Manage attributes, products, catalogs, and rules on the Product Catalog Management app’s home page. Your admin can use the Lightning App Builder to customize and extend the home page for your users.
Customize Product Discovery in Lightning App Builder: Add product discovery components to supported pages and customize them to show only the information and options that your users need. For example, customize the Product List component to show additional fields that your users are interested in.
Translate Product Catalog Data: Display product catalog data in the user’s configured language with data translation. Localize key Product Catalog Management (PCM) objects so buyers and sales teams can search, filter, and browse in their preferred language, improving accuracy and adoption.
Data Translation Limits: There are limitations to where translated product details appear when you use data translation in Product Catalog Management.
Decimal Quantity Support in Product Catalog Management: Define accurate product quantities for products that support decimal values. Based on the product's unit of measure (UOM), define the number of decimal places the product supports, with specific rounding methodologies.
Decision Tables for Qualification Rules: A decision table contains the criteria used for qualification and disqualification of products and product categories. Create a decision table for every type of qualification and disqualification that you want to configure.
Deep Clone a Product: Create a complete and independent copy of a product, including all related entities such as attributes, child components, and selling models.
Deep Clone Products in Product Catalog Management: Create products by cloning existing products and their related information such as attributes, child components, and selling models. Use deep cloning to reduce manual effort and quickly create products that are similar to the existing products. Leverage context service capabilities to customize the deep clones of custom objects and fields that are not included in the available default context definition.
Create Attribute Categories in Revenue Management: Organize product attributes into logical groups called attribute categories. Attribute categories help users easily find and use the right attributes when they create product classifications. You can assign attributes individually or through an attribute category to product classifications.
Create Product Attributes in Revenue Management: Create attributes to capture the characteristics or properties of products. You can define details such as attribute name, label, data type while creating an attribute.
Create Attribute Picklists: Follow these instructions to create an attribute picklist. You must create your picklists first before you create attributes of type picklist.
Manage Dynamic Attributes in Revenue Management: Attributes are the key characteristics or properties of products. Define your attributes, and then assign them to your products using product classifications.
Edit Group Cardinality: Edit group cardinality to change the minimum and maximum number of distinct components in the group that users can add to the run-time cart.
Edit Local Cardinality: To define the default, minimum, and maximum quantity of a product that’s permissible in the product bundle, edit the local cardinality of the product component and the product classification component.
Write Product Descriptions with Einstein Generative AI: Einstein generative AI uses your instructions to generate revised product descriptions. Product descriptions support instructions only in English but you can generate descriptions in all supported languages. Any user can generate product descriptions by using Einstein but only the Salesforce admin and Product Catalog Designer can accept or reject the recommendations.
Enable Guided Product Selection: Before you configure Guided Product Selection to help users find the right products, you must enable Product Discovery, Discovery Framework, Omnistudio, and Guided Product Selection. Then, deploy a predefined template to create an Omniscript that’s used to configure questionnaires.
Enable Semantic Search for Product Discovery: Enable Einstein semantic search in Product Discovery to interpret search intent and surface relevant results based on synonyms, variations, and attributes.
Explore Product Classification with an Example: Streamline the creation of a car product template by engineering a product classification hierarchy. Create a parent classification to automatically share attributes with child subclassifications, and curate valid options for specific models to reduce data entry errors.
Product Discovery with Constraint Rules: The Product Discovery with constraint rules experience helps you build accurate transactions as you browse the product catalog. You see real-time transaction details in the transaction preview, along with constraint rule outcomes such as disabled products, product recommendations, and rule messages. When you add or remove a product, Product Discovery automatically saves the change to the transaction, you don't pause your browsing or wait for the save to complete. While the save is in progress, you can continue going to a category, searching for more products, or reviewing recommendations. This non-blocking experience keeps the catalog fully interactive always.
Enter Translations Manually in the Translations Tab: Add translations directly on product, category, or attribute records using the Translations tab. Use this method for quick updates or small sets of localized values. After saving translations, reindex the catalog so users see the localized values in product listings and search results.
Override Flow for Product Discovery: Use the Discover Products flow to select a catalog and then add products from the catalog to their associated record pages. The Discover Products flow is readily available with Product Discovery, and you can customize the flow beyond the available capabilities to meet your business needs.
Example: Provide a Localized French Buying Experience: This example shows how data translation changes the runtime experience for French users. See how translated values appear in catalogs, categories, products, and search results. Deliver localized catalogs without duplicate configurations. Buyers benefit from intuitive search and browsing in their preferred language, reducing confusion and improving adoption.
Exclude Bundle Components From Product Selection at Run Time: To make certain products, groups, or classifications unavailable for selection at run time, you can exclude them from the product bundle. This exclusion doesn’t delete the product, it only hides the product from the user at run time. Exclusions are in the context of the root product bundle that you’re in.
Explore Examples of Semantic Search: See how Einstein semantic search improves results across different types of queries, including synonyms, abbreviations, misspellings, and product features.
Faceted Search: Faceted search improves the search experience by allowing users to refine search results using multiple criteria, such as price, brand, or color. This feature lets customers quickly narrow down extensive product catalogs to find exactly what they need with fewer clicks. By simplifying the discovery process, faceted search saves users time and effort, ensuring greater search accuracy and efficiency, particularly in large catalogs.
Manage Group Cardinality: Bundled products are grouped under product groups. You can control the number of components that can be added to the bundle hierarchy in the runtime through product group cardinality.
Guided Product Selection: Close deals faster and smarter with Guided Product Selection. By using a series of targeted questions accessed through the Guide Me button on your product lists, you'll instantly uncover exactly what your customers need.
Include or Exclude Picklist Values in a Product Attribute: A product that’s based on a product classification, inherits all the product classification attributes including any included or excluded picklist values. To include or exclude specific picklist values for product attributes of the data type picklist, use Include or Exclude Picklist Values. The included picklist values are available at run time while excluded picklist values are unavailable at run time.
Include or Exclude Picklist Values in a Product Classification Attribute: For product classification attributes of the data type picklist, all the picklist values are included by default. To exclude specific picklist values and ensure they’re unavailable to products at run time, use Include or Exclude Picklist Values. Use the same functionality to include picklist values when your requirements change.
Include or Exclude Picklist Values in Overridden Product Attributes: Override product attributes to create the override in the context of a product bundle. To include or exclude specific picklist values for overridden product attributes of the data type picklist, use Include or Exclude Picklist Values. The included picklist values are available at run time while excluded picklist values are unavailable at run time.
Product Index and Search in Product Catalog Management: Enable sales reps to find products quickly and easily with an index of all the products available across catalogs. Specify searchable fields and attributes that users can use to search the index for products.
Manage Your Product Index: To utilize product search and discoverability, you must maintain an accurate index of the product fields and attributes in your product catalog.
Configure Search Index Localization: Localize your search by configuring the index settings. Choose supported languages and set the default language for your search index.
Build the Product Index: Rebuild the index every time you add or remove products, change product information, or change search options so that the data accessible to run-time systems is up to date. When the rebuilding is in progress, Product Catalog Management continues to use the existing index. Product Catalog Management uses the updated index only after the index rebuild process is complete.
Product Catalog Index Errors and Troubleshooting: Updating the index can, at times, cause errors in products or even index failures. On the Indexes page of the Index and Search Configuration tile, review the different error scenarios and the corresponding actions you can take when updating the index.
Build Your Product Catalog in Revenue Management: Product Catalog Management enables administrators and designers to create robust catalogs for any business. Accelerate your sales with personalized, browsable product offerings. Simplify complex catalog management, and ensure relevant products reach customers across all channels, from brick-and-mortar stores to ecommerce platforms and beyond.
Manage Local Cardinality: Use local cardinality to define if a product component or products based on a product classification are required, are included in the bundle by default, whether their quantities can be changed, and what the minimum and maximum quantities are.
Define Quantity Limits for Bundled Products: For bundled products businesses can limit, or require, the quantity of items purchased. For example, an airline that offers up to two companion fares for each frequent flyer customer. In Product Catalog Management, use local and group cardinality to create these quantity limitation rules.
Manage and View Constraints for a Product: Maintain a unified user experience for product definitions and constraint rules. Manage, view, and activate all constraints associated with a product from a single location.
Product Catalog Management Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of Product Catalog Management (PCM) concepts and helps them navigate the PCM landscape.
Override Group Cardinality: You can override the group cardinality of groups that are at the second level and beyond in the product hierarchy. When you override the group cardinality, you update the group cardinality while maintaining a record of the original group cardinality. You can revert to the original cardinality by restoring the default cardinality.
Override Local Cardinality: You can override the cardinality of product components and product classification components that are at the second level and beyond in the product hierarchy. When you override the local cardinality, you update the product component or product classification component cardinality while maintaining a record of the original local cardinality. You can revert to the original cardinality by restoring the default cardinality.
Partial Search: Partial search helps you find products by entering an incomplete product code or product SKU. It matches the term that you enter to any part of the product code or product SKU, ignoring special characters such as hyphens, underscores, spaces, periods, and slashes.
Assign Product Discovery Permissions: To provide users access to Product Discovery data and components, assign the necessary permissions and data access.
Manage Attribute Picklists in Revenue Management: Picklists allow you to define multiple values for a given attribute. For example, colors for t-shirts or sizes of pants. To use picklists with your attributes, you must define your picklists first before creating the attributes.
Plan Your Product Catalog: Learn how to plan your product catalog implementation and explore sample catalog configurations.
Preview Transactions While Browsing the Catalog: Use the transaction preview to review product selections, quantities, and pricing in real time without leaving Product Discovery. The preview shows up to the 50 most recently added items in the transaction. For bundled products, the preview displays only the main product.
Product Catalog Management Limits: Before you plan and create products, attributes, and a bundled product hierarchy in Product Catalog Management, make sure that you’re aware of the capabilities and limits.
Product Catalog Management Editions and Permission Sets: Give users access to Product Catalog Management features. Review the supported products, editions, and permission sets for Product Catalog Management. Assign the prebuilt permission sets or custom permission set groups.
Create Product Templates Using Product Classifications: Product classifications are templates that organize your product catalog and streamline product creation. Define attributes once, and let subclassifications automatically inherit them, while still allowing you to manually override attributes as needed. Product classifications help you maintain data consistency and reduce repetitive manual tasks, allowing you to quickly define and launch products with shared characteristics.
Product Discovery and Guided Product Selection: Use Product Discovery to provide a simple, structured product browsing experience for sales reps and customers to efficiently identify the most suitable products. Users can see product information such as images, description, pricing, product bundle details, and product attributes in a single comprehensive view.
Replace Deprecated Permissions Set for Product Discovery: Product Discovery includes a permission set for admins who set up Product Discovery, and a permission set for users who browse products. In Winter '25, the Product Discovery permission set license and permission sets are deprecated. The permissions required to access Product Discovery are available in Product Catalog Management permission set licenses and permission sets. So assign the Product Catalog Management permission sets, and then unassign the Product Discovery permission sets.
Product Field Search in Product Catalog Management: Sales reps can use the Product field search option to quickly locate specific products within large catalogs (millions of products) by searching text-indexed fields such as Product Name, Description, Product Code, and SKU.
Create a Product Ramp Segment: A ramp deal is a type of sales agreement where price and volume vary across time periods. A ramp segment is a specific period within a ramp deal during which certain prices and volume are in effect.
Product Relationship Management in Revenue Management: Bundle products consist of components such as groups, products, and product classifications. These components are related to each other through product relationships.
Create Product Specifications in Revenue Management: With Product Catalog Management, you can define a specification type for the products that are unique to your industry. A product specification type is associated with a product specification record type.
Create Products and Product Bundles in Revenue Management: Products are all the items and services that you sell to customers. There are two types of products: simple products and bundled products. Simple products are single-element products with no dependencies on any other products. Bundled products are a group of products that are sold together as one unit.
Explore a Qualification Rule Example: Qualification rules can be a complex topic to understand. Let's look at an example to see how the components come together to create a fully functional qualification rule.
Manage Qualification Rules for Products in Revenue Management: Use qualification rules to define the customer eligibility and availability for products, or product categories. Configure qualification rules using criteria such as location, account attributes, purchase history, and more.
Record Sharing in Product Catalog Management: Set up record sharing and grant all runtime users of Product Catalog Management read access to all child records and related object records for a given product.
Record Sharing in Product Discovery: Set up record sharing and grant all runtime users of Product Discovery read access to all child records and related object records for a given product.
Reorder Attribute Categories and Attributes: Control the order in which attribute categories and attributes appear when reps configure products. Organize attributes into a logical sequence that matches your business process instead of relying on alphabetical order.
Sample: Apex Class for Product Discovery External Pricing: Use this sample Apex implementation to update product prices in a Product Discovery procedure plan. The class demonstrates how to query pricing data, fetch external values, and update the transaction response when using Apex hooks.
Search Considerations When Using Indexed Data: When users search for a product by using a search term, Product Catalog Management checks for an exact match to the search term. If it can't find an exact match, PCM uses typo correction to help users find the product they're looking for.
Search Options in Product Catalog Management: Product Catalog Management gives your sales reps three search options to quickly find the products in a catalog. They can choose the search option based on its search capabilities and the size of the product catalog.
Semantic Search: Semantic search reduces “no results found” pages, lowers bounce rates, and improves conversions by interpreting search intent. It matches product names, descriptions, categories, and dynamic attributes based on the words that buyers enter in the search bar.
Set a Default Product Catalog: Set a default catalog for your product list page to show the most relevant products for your users. For complex orders, configure your product list page in Lightning App Builder or flows to help users to easily switch catalogs.
Set the Display Order of Catalog Categories: Define the display order of catalog categories by assigning numeric sort order values. Use null, negative, zero, or positive numbers to control which categories appear first, in the middle, or last.
Set Up Data Translation in Product Catalog Management: Enable data translation and add supported languages so you can translate PCM entities into multiple languages. After you enable data translation, you can configure which languages to support and make them available in Product Catalog Management (PCM). Translations appear at runtime only after you configure Index Settings and run a full reindex.
Set Up Enhanced Product Discovery Features: Turn on enhanced Product Discovery features so that Product Discovery can show transaction previews, configuration rule outcomes, and rule-based recommendations, and automatically save product changes while users browse the catalog.
Product Catalog Management Set Up: Product Catalog Management includes different permission sets for users. These users or personas perform various roles in implementing and managing your product portfolio. Configure your users to use Product Catalog Management and assign permission sets so that the users can access catalogs, products, attributes, rules, context definitions, product bundles, and more. To complete the setup of Product Catalog Management, adjust the page layout and field access on the product object.
Set Up Product Deep Cloning: Customize the product deep clone settings to add the appropriate context definition and expression set.
Simulate and Activate a Qualification Rule Procedure: Before you activate your qualification rule procedure, run simulations to test whether the rules you defined in the decision table are accurate and give you the desired output. If your rule procedure doesn’t work as expected, edit the values and simulate again. When you’re satisfied, activate the rule procedure version.
Sort Categories in a Catalog: Make the browsing experience consistent and predictable for your buyers by defining category display order in Product Catalog Management (PCM) at design time. The same order appears in Product Discovery (PD) at runtime.
Bulk Export and Import Translation Files: Export Product Catalog Management (PCM) translation data into STF or XLIFF files, add your localized values, and import the files back into Salesforce. Use this method to update large volumes of product, category, and attribute translations at once. After import, reindex the catalog so users see the localized values in product listings and search results.
Turn On List Price from Cache: To retrieve product details faster, cache list prices from price book entries with the product details.
Turn On Price Book Filtering: Price book filtering addresses incomplete product results in large catalogs when the price book and catalog overlap are minimal. Price book filtering retrieves only the products that are associated with the selected price book, so you see relevant results without going through the entire catalog.
Turn On Product Variants: Enable product variation to create and manage variant products in Product Catalog Management and make them available for product discovery.
Verify the Facets on the Product Discovery Product List Page: Now that we have set up filterable fields and attributes, let's check the facets on the product discovery product list page. We want to see how the search experience has changed with the facets configured.
Product Visibility and Recommendations in Real Time: As you browse the catalog, Product Discovery evaluates the current transaction against configuration rules. Based on the rules you configure, Product Discovery shows messages, disables products, and recommended products directly in the browsing experience.
Custom Configurator Development with First-Party Configurator APIs: As a third-party user, build a custom configurator UI by using the public Configurator APIs. Incorporate the existing first-party configurator UI components for a familiar look and feel, and deliver a personalized experience by using the configurator API functionalities.
Calculate End Quantity and Instance Quantity in Bundled Products: By default, when you calculate the quantity of a child product in a bundle, the constraint engine returns the end quantity, which is the total quantity of the child product across all parent instances. You can also calculate instance quantity, the quantity of the child product per instance of the parent product.
Clone and Customize the Default Product Configurator Flow: Use the Default Product Configurator Flow as a template to design a product configurator flow that determines the layout for presenting customizable product-related information in the user interface.
Define Configuration Rules with Business Rules Engine: When you configure products for sale, make sure that all your products have valid attributes and are compatible with other products in the offering. With configuration rules, make sure that the product configuration aligns with the business needs and standards and that your sales reps select the right set of products.
Configure Bundled Products: Configure a bundled product to update the quantity of products, and view the default options within option groups and the default values of attributes. You can select attributes for the parent bundle and child products.
Configure Products with Product Configurator: Create complex product configurations with ease by using Product Configurator. Define attributes, variants, and metadata. Test and verify your product configurations with the built-in run-time experience. Your users can use the Product Configurator to easily configure the product options during the purchase process and view the relevant pricing.
Configure Simple Products: Configure a simple product to update its quantity and default attribute values.
Save and Reuse Configurations: After you configure simple and bundled products, you can save the configurations and reuse them. You can also edit and delete saved configurations.
Use Constraint Builder With Constraint Rules Engine: Use Constraint Builder to create constraint models that manage complex configuration and validation for your products. Constraint models describe real-world entities and define their relationships with one another. Constraint Builder uses constraints in addition to if-then rules to customize complex products quickly and accurately.
Configure Editable Context Fields for Product Option Cards: Enable sales reps to edit context fields directly from the product option cards during bundle configurations. Context fields are derived from the configured context definition and differ from product attribute fields.
Create a Constraint Model: To create a constraint model, in the Constraint Models app, name the constraint model and specify a context definition.
Define Product Configuration Flows: The product configuration flow provides a layout for configuring the products and previewing the user experience in real time. The flow provides a simple layout for defining attribute details, ensuring a smooth buying experience for your customers.
Data Types for Configurator User Interface: The Apex classes contain data accessible through the user interface. The Configurator’s Data Manager acts as the primary user interface component that exports data to other components. As a third-party user you can pass the data into your own user interface component without the need for separate queries to fetch data.
Enable Product Configurator: Give users the ability to configure products at run time and access all Product Configurator features.
Product Configurator Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of product configurator concepts and helps them navigate the Product Configuration landscape.
Explore the Product Configurator Flow: The product configurator flow outlines the layout for presenting customizable product information in the user interface.
Breadcrumbs: Breadcrumbs shows the navigation path through the product bundle hierarchy in Product Configurator. The component displays clickable breadcrumb links so users can move between levels, such as root product → option group → option. Breadcrumbs has no output properties and doesn’t listen to any events.
Data Manager: Data Manager is the state management and orchestration component for Product Configurator. This component stores product data and uses flow events to propagate the data to other components on the flow screen.
Footer: Footer is the action bar at the bottom of Product Configurator. The component shows validation messages and action buttons. Footer publishes Lightning Message Service (LMS) events to Data Manager when users click these actions. Button visibility depends on context, such as nested product, preview mode, instant pricing, validation, and so on. Footer has no output properties and doesn’t listen to any events.
Header: Header, also called Config Header, is a control panel component that displays the configuration header with toggles, tabs, and informational banners at the top of Product Configurator. The component provides controls for users to toggle instant pricing, validation, and layout modes, and to navigate between multiple root products via tabs. Header has no output properties, and doesn’t listen to any events.
Messages: Messages is a UI display component that renders validation messages to Product Configurator users. The component shows messages in an expandable accordion and filters messages by severity, either Error, Warning, or Info. Messages has no output properties, and doesn’t listen to or fire any events.
Option Groups: Option Groups is the container component that shows child products organized into groups. The component manages option selection, dynamic option addition, cloning, and search navigation. Option Groups has no output properties.
Product Attributes: Product Attributes is the container component that shows product attributes in Product Configurator. The component organizes attributes by category and supports multiple display modes, including tabs, sections, and accordions. Product Attributes has no output properties and doesn’t listen to any events.
Product Header: Product Header shows product information at the top of each product or option in Product Configurator. The component shows product name, description, image, quantity input, pricing, and Product Selling Model (PSM) selection. It's a UI presentation component that publishes user changes via Lightning Message Service (LMS) events. Product Header has no output properties.
Product Configurator Flow Screen Components: Product Configurator provides a sample flow, Default Product Configurator Flow. The default flow contains a screen element with components that collect and display information in Product Configurator. For information on each screen component, including its responsibilities and properties, see the topics linked here.
Summary: Summary is a UI display component that renders the pricing summary section in Product Configurator. The component displays the current product's pricing information, including one-time, monthly, and annual totals, along with a hierarchical breakdown of child products and their prices. Summary has no output properties, and doesn’t listen to or fire any events.
Transaction Header: Transaction Header is a navigation and control component that displays a header with a dynamic Back or Cancel button at the top of Product Configurator. The component allows users to exit the configurator and navigate back to the parent transaction record. Transaction Header has no output properties and doesn’t listen to any events.
Get the Latest Pricing: Use Instant Pricing to control the pricing calls made for each configuration change. When you change product selections, the prices shown in the summary component change immediately.
Get Started with Product Configurator: Enable Product Configurator to set up and customize the product configuration experience efficiently. Then, assign the required permission sets to users to tailor their access.
Import Data from Salesforce Objects to Use in Constraint Models: Import data from a standard or custom Salesforce object to use in a table constraint in a constraint model. The imported data populates the columns and rows in the table constraint in CML, and saves you the step of manually entering the data.
Third-Party Configurator UI Component Integration into First-Party Configurator: As a third-party user, apart from replacing the first-party configurator, you can also create a custom Lightning Flow UI configurator component and integrate the UI component to the first-party configurator UI. This approach provides a functional enhancement to the existing first-party configurator UI.
Configure Your Products in Revenue Management: Use the Product Configurator tool to customize the components and attributes of a product so that the final configured product meets the business requirement expectations. Product configuration entails customizing a product to align with the specific requirements of a customer.
Product Configurator Limits: Review the default limits for Product Configurator before you configure products, define configuration rules, or create constraint models.
Load Product Defaults from PCM to a Constraint Model: Include product defaults defined in Product Catalog Management (PCM), such as attributes, attribute values, and custom and standard fields, when you import products to a Constraint Modeling Language (CML) constraint model.
Consolidation Strategies for Large Catalogs: When you model a large or complex catalog, decide whether to use a single constraint model for many products or several models with distinct product sets. Your choice affects performance, maintainability, and how teams share ownership.
Enable Non-Blocking Behavior in the Configurator: Enable non-blocking behavior so that configurator users can change multiple attribute and option values on a product asynchronously. The configuration page loads the changes without waiting for the constraint engine to process each setting individually. After processing is complete, the user can save the configuration.
Product Configurator Permission Sets: Product Configurator is managed by users with varying roles and expertise. Give users appropriate access by assigning prebuilt permission sets or custom permission set groups.
Validate Product Configuration: Product validation rules enhance the performance and address potential errors before saving a configuration.
Select Context Attributes to Improve Configurator Performance: Select specific context attributes that you want the Configuration API to query and return, instead of it returning all of them by default. Your selection narrows the query and the response to the data that your configurations need, so Product Configurator responds faster, even for large transactions.
Set Up a Custom Dynamic Addition Screen Flow: Build a screen flow that replaces the default add-products experience for a product classification during bundle configurations. When a product classification uses a Dynamic Addition Flow, Product Configurator can open your own flow with a custom interface and logic. Publish the product selections back to the Configurator as an addedNodes payload with Lightning Message Service (LMS) so that your quote or order lines stay in sync.
Set Up Your Product Configuration Flow: Clone the Default Product Configurator Flow and customize it according to your business needs to manage the Product Configurator interface layout and the product information shown on it. Maintain your customized configuration flows and update them with the latest attributes to make sure new features work as expected, and you retain a smooth configuration experience.
Set Up Custom Labels for Run-Time Message Translation: Enable translations for run-time messages defined in your constraint model by creating unique, translatable custom labels for the messages. The labels you set up replace the original static message text in the CML to facilitate translation. During run time, the messages appear in different languages, based on the sales reps’ locale and the translation settings of their Salesforce org. With this support, sales reps can see important configuration information in their local languages, which accelerates troubleshooting and improves usability.
Set Up Product Configurator: Product Configurator provides a framework to define and apply rules and constraints when configuring products. It features two rules engines: Constraint Rules Engine and Business Rules Engine.
Define Rules Engine with Transaction Processing Types: Create Transaction Processing Type records to define the rules engine that you want to use to process configuration rules. Then, specify the default transaction processing type on the Revenue Settings page.
Sync Constraint Models with Product Definitions: Sync product definition changes from Product Catalog Management (PCM) to the constraint modeling language (CML) for a constraint model, to make sure that the CML reflects the latest product definition.
Third-Party Configurator: Revenue Management (formerly Revenue Cloud) provides extensibility options to third-party users seeking to build integrations with the Revenue Management product. Revenue Management supports various third-party use cases. The support includes replacing the first-party configurator with the third-party configurator, integrating third-party UI components into the first-party configurator, and creating custom configurator UI using headless configurator APIs.
Third-Party Configurator Lightning Flows: Third-party users can build a third-party configurator as a replacement to the first-party configurator using the screen-based lightning flows. The screen-based lightning flow is either included in the managed package or custom built in the org.
Create a Third-Party Configurator UI Component: Create a Lighting web component (LWC) to use as a custom third-party configurator UI component and add the custom component to the product configuration flow.
Third-Party Configurator UI Component HTML File: Every UI Lightning web component (LWC) has an HTML file with the root tag <template>. The HTML file follows the naming convention componentName.html, for example, myComponent.html.
Third-Party Configurator UI Component JavaScript File: Every component has a JavaScript file. For the third-party configurator UI component, this file contains all the logic for sending and receiving data and interacting with the configurator.
Lightning Message Service for Third-Party Configurator UI Components: Use Lightning Message Service (LMS) events to enable a third-party component to communicate with the Data Manager component in the product configurator flow. Add LMS events to the JavaScript file for the component to send and receive data.
Define Constraints and Rules with the Visual Builder: In the Constraint Builder, use point-and-click tools in the Visual Builder to define the constraints and rules for a constraint model. Add constraints and rules to easily configure products or product bundles.
Validate Configuration Rules in Business Rules Engine: Rules are complex and can become outdated due to catalog changes. To maintain rule integrity, validate a configuration rule and identify the potential errors caused by catalog changes.
Basic Logic Constraint in the Visual Builder: Enforce a specific condition on a product, product bundle, or attribute with the basic logic constraint. Users must adhere to the defined condition to configure the associated product or product bundle successfully.
Conditional Logic Constraint in the Visual Builder: The conditional logic constraint defines a constraint in which, if one or more conditions are true, another condition is also true. If you define a conditional constraint,users must adhere to the defined conditions in order to configure products successfully.
Constraint and Rule Types in the Visual Builder: The Visual Builder provides point-and-click tools for you to easily define constraints and rules for a constraint model. Use the basic logic constraint, the conditional logic constraint, the message rule, the require rule, the exclude rule, the hide/disable rule, and the preference rule to author complex configurations for products and product bundles in your catalog.
Dynamic Message Rule in the Visual Builder: The dynamic message rule shows a message to users if the specified condition is true. Include a message to provide the user with information about an item, such as a promotional offer on a selected product.
Exclude Rule: The exclude rule excludes an item from a quote or order when certain conditions are true. For example, use an exclude rule to specify that an order with a laptop can’t include a mouse.
Hide/Disable Rule: Hide or disable a component in a bundle, an attribute, or an attribute value when certain conditions are true, to remove the element from view, or to disable selections for it.
Preference Rule: The preference rule applies a constraint when certain conditions are true, but allows the constrainte engine to override the constraint if the user input violates the constraint conditions. For example, use the preference rule to specify that, when laptop display is 2K, the display size should be 15 inch or larger, but allow the configuration to continue without failing if the user selects a smaller display size, and deliver an error message indicating that display size should be 15 inch or larger.
Require Rule in the Visual Builder: The require rule automatically adds a specified product to a configuration if certain conditions are true. Use the require rule to make sure that certain products are sold together.
Product Relationship Details: This guide outlines how to create a product relationship in EPC by providing essential details such as the relationship name, source and related products, and quantity parameters. To link products effectively and manage their product dependencies, refer to the table.
Program and Case Management: Deliver programs that support the health and well-being of the individuals, families, and students that you serve. Respond to concerns reported by members of the community, process requests for referrals, and use care plans to support individuals through life challenges to positive, successful outcomes.
Assessment Generation for Program Management: Automatically generate digital Discovery Framework assessment questions from PDF or DOCX-formatted source documents by using Einstein generative AI. Assessment Generation streamlines program assessment workflows, saves money and time, and reduces the need for administrative assistance.
Care Plan Creation: Create goal definitions to define the objectives for individuals to reach by using a care plan. Create care plan templates for common assistance scenarios to give staff members a head start on creating individualized care plans. For example, create a care plan for individuals who need employment assistance. Add tasks to care plans by using action plan templates, and create a care plan for a specific case.
Create a Care Plan for a Case: Create personalized care plans based on care plan templates to help individuals that you support reach their specific goals.
Create Goal Definitions: Define the milestones and the expected results that you want someone to achieve through care plans, programs, and benefits.
Create Care Plan Tasks: Keep staff members and the individuals that you support accountable and on track by adding tasks to the benefits and goals in a care plan.
Create a Care Plan Template: Create care plan templates with benefits, goals, and tasks that you can easily reuse to connect individuals with standard types of services and support. Use care plan templates to deliver benefits consistently and expediently. Talk to your Salesforce admin about being able to clone care plan templates.
Care Plans Editions and Permissions: Review the supported products, editions, and permissions for Care Plans. Then learn about how your product handles permissions and how to assign them.
Enroll Case Participants in Programs: From a case record, identify the programs that meet the needs of case participants, and enroll the participants in the programs.
Enroll Care Plan Participants in Benefit Sessions: Add care plan participants to benefit sessions according to the participants’ availability and preferences by editing the care plan, or by using the Benefit Disbursements component on the care plan record.
Care Plans Prerequisites: To enable and tailor care plans in Salesforce, turn on the feature and set up custom page layouts, including specific fields for unique needs. Also, create personalized goal names, define picklist values for care barriers, and add a benefit disbursements component for full tracking.
Use a Flow to Clone Care Plan Templates: Create a flow that saves time, enhances consistency and quality in care planning, and makes sure that all essential elements are effectively integrated into your new templates. Your flow, created from the Copy Care Plan Template flow template, copies a care plan template along with its related active or published care plan template goals, care plan template benefits, and action plan template assignments.
View and Manage Care Plans: Keep care plans current so that they stay relevant to the individuals that they serve.
Case Referral Intake: Fulfill your mission to serve your community by effectively processing referral requests to match individuals with support services and social and educational programs provided by your organization or by an external provider. Use guided flows to quickly submit referral requests and create cases for them. And use them to collect information from individuals and determine the programs and services that can help them. Then, create cases from submitted referrals that caseworkers or other staff members can use to refer individuals to providers that offer the programs and services that meet the individuals’ needs.
Case Referral Intake Editions and Permissions: Review the supported products and editions for Case Referral Intake. Then learn about how your product handles permissions and how to assign them.
Case Referral Intake Guided Flows Setup: Help individuals who seek referrals for support services and social and educational programs by configuring the flows that streamline referral requests.
Set Up the Create Case from Referral Flow: Activate the Omniscript flow that creates a case from a referral, and configure the button that users click to start the flow.
Set Up the Edit Referral Flow: Activate the Omniscript for editing a referral by using a guided flow, and configure the button that users click to start the flow.
Set Up the Case Referral Intake Flow: Create assessment questions, grouped into assessment question categories, that capture information about clients who seek a referral to a service, provider, or program. Add the assessment questions to Omniscript forms—one form for each category—and then add the forms to the referral intake Omniscript guided flow. Create a button that intake officers use to start the referral request guided flow. And configure a Flexcard that makes it easy for intake officers or case managers to create accounts and contacts for case participants.
Complaint Management and Incident Tracking: Foster and maintain thriving communities by documenting incidents or concerns reported by individuals about someone’s personal health, safety, behavior, or well-being. Use guided flows to collect information from people who report an incident or a concern, and create cases from complaints so that you can investigate. Create care plans to support individuals with programs, benefits, and services that provide assistance and alleviate hardship.
Create a Case Related to a Public Complaint: Use a guided flow to create a case that you can use to investigate a health, safety, behavior, or well-being incident or concern reported by a member of your community.
Document an Incident by Using the Complaint Intake Guided Flow: Use a guided flow to collect information when someone reports an incident or concern about the health, safety, behavior, or well-being of a member of the community. Add allegations and participants as you learn more.
Complaint Intake Guided Flows for Incident Tracking Setup: Streamline your response to service delivery and coordination of care by configuring flows that allow users to efficiently gather and process information on health, safety, and well-being concerns.
Set Up the Add Allegation Flow: Customize the Omniscript flow that adds allegations to a public complaint, and configure the button that users click to start the flow.
Set Up the Complaint Intake Flow: Create assessment questions, grouped into categories, to capture information from individuals who report a complaint or incident of concern. Add the questions to Omniscript forms—one form for each category—and then add the forms to the complaint intake Omniscript guided flow. Create a button that starts the complaint intake guided flow, as well as buttons to easily add allegations and participants to the complaint, and to create a case from the complaint.
Set Up the Add Complaint Participants Flow: Activate the Omniscript that adds participants to a public complaint, and configure the button that users click to start the flow.
Track and Complete Intake for a Participant: Use the Intake Lightning app to streamline your intake process and manage applications that are in progress. The Intake app helps you submit one application form for multiple programs, collect applicant information, and check applicant eligibility for all the programs in one place.
Create a Program Participant Portal: Create an Experience Cloud site from the Participant Portal template, customize it for your organization, and publish it.
Program Management: Modernize and simplify the everyday tasks that organizations, service and support agencies, institutions, and departments do to maintain safe, healthy, and thriving communities. Break down common administrative silos and roadblocks by using a single system with purpose-built tools and automated workflows to enhance service delivery and coordination.
Agentforce for Program and Case Management: Use generative AI to help case managers and program staff streamline administrative work. Use agent templates, subagents, and actions to create referrals, update participant goals, create benefit disbursements, and prepare notes.
Manage Benefit Schedules and Sessions: Streamline benefit delivery and attendance tracking by scheduling one-time, recurring, irregular, or infrequent benefit sessions. Then, add participants to or remove participants from benefit schedules or benefit sessions.
Assign Participants to Schedules and Sessions: Add participants to all benefit sessions in a schedule, or to selected sessions. To identify the participants added to a benefit schedule and to plan logistics for the schedule, use the list of benefit schedule assignment records. The list also helps you distinguish scheduled participants from the participants added to a benefit session.
Schedule Benefit Sessions: A benefit session is an instance or occurrence within a benefit schedule. A schedule can have one or more benefit sessions based on the benefit selected. Benefit schedules are commonly used for activities such as classes and support groups that meet on a regular recurring schedule. For example, you can create a benefit schedule for a 10-week long class on Tuesday night that consists of 10 benefit sessions—one every Tuesday.
View Additional Benefit Disbursal Fields: To view additional fields when you track attendance and create ad hoc benefit disbursements, select a field set that includes the fields that you want captured on the benefit disbursement for a specific benefit. For example, create a field set that includes the fields to assess the mental health of the participants or to verify whether a participant completed their homework that day. The fields from the field set appear on the Attendance tab on a benefit session and when creating a new ad hoc benefit disbursement.
Track Attendance from the Attendance Tab: Track the attendance status and disbursed quantity of benefits for participants from the Attendance tab on a benefit session record. Salesforce updates these benefit session values in the corresponding benefit disbursement records. Track attendance in the field with the Salesforce mobile app.
Track Benefit Disbursements: Many benefits or services are delivered outside of sessions, but you can track these as benefit disbursements, just like you track delivery via attendance. In Salesforce, these are considered ad hoc benefit disbursements. For example, when a case manager visits a client, she gives the client a bus pass, an hour of job coaching, and 30 minutes of resume review. Anonymous benefit recipients can be people from a flood-affected area who receive emergency help kits as part of a one-time kit distribution benefit. Create individual benefit disbursements from the New Benefit Disbursement page or by using a quick action on an account, contact, or case page. You can also create many disbursements at once using the New Ad Hoc Bulk Disbursement functionality.
Attendance and Benefit Disbursement Tracking: Track attendance and the benefits delivered to participants to know what services were delivered. Also track walk-in, anonymous, or program enrollee benefit disbursements in bulk. Enter this information in Salesforce so that you can report and analyze session attendance. Use this information to determine the participants' engagement and identify trends, adjust upcoming sessions, and consider changes for similar benefits.
Explore the Program Management Console App: To quickly set up and manage programs, benefits, referrals, and benefit schedules and sessions, use the Program Management home page and console app.
Create a Participant Management Agent: Create an Agentforce agent to help case managers and program staff record benefits, prepare notes, create referrals, create tasks, and update goals for participants. Name your agent, define its role, and keep a record of conversations to review agent behavior.
Create Programs, Benefit Types, and Benefits: Create programs for the initiatives that your organization offers and benefits for the activities or services that are part of your programs. To categorize and report on the benefits used across programs, use benefit types and units of measure.
Customize the Participant Summary Subagent: Customize the Participant Summary subagent grounding flow, record limits, and summary format to fit your organization's data model and needs.
Create a Support Program in Education Cloud: Educational institutions use program management to define and disperse benefits to support student success and mentoring initiatives. To assign a success team, add a benefit, and include an intake assessment to a new support program, use an enhanced creation process in Education Cloud.
Program Management Editions and Permissions: Review the supported products and editions for Program Management. Then learn about how your product handles permissions and how to assign them.
Manage Program Cohorts and Cohort Members: Group participants together in a program, and track them as a group—or cohort—over time. Remove a cohort member and retain their history in the cohort.
Enroll Individual Participants in Programs: Use a quick action to add participants to a program. To create a multi-program application or to collect more information from an applicant during the intake process, use the Intake Lightning app instead.
Improve Accuracy and Compliance with Stage Management for Program Management: With Stage Management, automate repetitive tasks, reduce human error, and make sure regulatory compliance for program enrollments. This feature drives efficiency and consistency as program staff move participants through well-defined stages with specific entry and exit criteria.
Take Notes and Track Needs with Interaction Summaries and Interest Tags in Program Management: Use Interaction Summaries to take and store detailed notes of meetings and conversations with students, clients, caseworkers, advisors, partners, and others. Specify the confidentiality level of the notes, add action items or next steps, and quickly search for and filter summaries to find notes from past interactions. Link a person’s interests and needs to interaction notes with Interest Tags.
Participant Management Agent: Create benefit disbursements, referrals, tasks, and interaction summaries, participant summaries, and update participant goals for program management with an assistive AI agent. Deploy the Agent in your Slack workspace.
Stay Apprised of Actions and Tasks with Record Alerts in Program Management: Use Record Alerts to get notified that you must act on a record to process an application or address a constituent concern. Or use record alerts to monitor concerns about grades, attendance, and other areas that affect student success.
Specify Eligibility Criteria for Programs: In Program Management, create eligibility criteria that are unique to each program, and check a participant’s eligibility against their participant record on an application. Intake coordinators can see a participant’s status, which helps them make faster decisions and prevent non-compliant enrollments.
Summaries of Program Participants and Benefit Disbursements: On a Program or Benefit, get a quick view of the participation and disbursements on a program and include the summary fields in your reports. These counts are updated when the Data Processing Engine definition jobs run. Work with your Salesforce admin to schedule these runs to regularly update the counts. For a real-time count, ask your Salesforce admin to manually trigger the run.
Configure and Schedule Program and Benefit Summary Calculations: To summarize program participation and benefit disbursement data, Program Management provides three Data Processing Engine definition templates. Use the Data Processing Engine to calculate attendance rates and to transform and summarize program enrollment and benefit disbursement data into new records. Clone, customize, and activate these templates. The Program Management Data Processing Engine Definitions are not scheduled to run automatically by default. To run them on a schedule, create a schedule-triggered flow.
Track Tasks and Documents with Action Plan Templates and Program and Case Management: Use action plan templates to define repeatable tasks and checklists to help clients and staff stay focused and productive. For example, create tasks to meet the documentation requirements or necessary approvals for your programs and benefits, or for clients to check in with their caseworker on the goals in their care plan. After you create a template that includes tasks and checklist items, publish it and assign it to the appropriate record to create those repeatable tasks from the record.
Example: Counseling Check-In with Caseworker: Create an action plan template with a task for someone who's receiving a counseling benefit to check in with their caseworker every week after attending their counseling session.
Example: Workforce Readiness Program: Organize and standardize a workforce readiness program by using an action plan template. The template includes a task to track budget approval and a document checklist item to track the valid government IDs of providers.
Understand the Intake Checklist: Make sure that intake coordinators collect the right information for each program that your organization manages by setting up the building blocks of your Intake Checklist. An Intake Checklist is a list of forms that enable intake coordinators to collect information efficiently. You can create the forms using flows, Flexcards, or Omniscripts. Intake checklists appear on the Intake Checklist tab of any corresponding application forms. The Intake Checklist uses the Form Overview component from Form Framework to display the forms to the intake coordinator in an organized structure.
Understand Eligibility Criteria for Programs: Eligibility criteria define who can enroll in a program and receive benefits. Set up criteria for each program to help intake coordinators efficiently check an applicant’s status during the intake process. For example, criteria can include age ranges and ZIP codes.
Use the Participant Management Agent: Assigned users of the Participant Management agent can access the agent from any page in the Nonprofit Cloud CRM.
Use the Participant Summary Subagent: Generate a comprehensive overview of a participant and their program engagement to prepare for meetings and review recent activity.
Set Up a Participant Portal: Give program participants a secure self-service site where they can browse programs, submit and track applications, view their enrollments, benefit assignments, and disbursements, and view referrals. Participants engage when and where it’s convenient for them, which drives engagement and frees staff from routine inquiries.
Set Up Program Participant Intake Tracking: Set up your Salesforce org to track participant intake to programs and efficiently manage application forms and follow-ups. Help intake coordinators use the Intake Lightning app to submit one application form for multiple programs, check the applicant’s eligibility for all the programs in one place, and manage in-progress applications. For programs with simpler entry requirements, coordinators can also add a participant to a program with a quick action.
Track Attendance of Programs and Benefit Sessions: Quickly understand participant engagement by viewing attendance rates for benefit sessions and program enrollments. These metrics provide valuable insights into the success of programs and benefit sessions.
Property and Casualty Application with OmniStudio for the Insurance Application Suite: The Insurance Application Suite org for Insurance Property and Casualty Application with Quote, Rate, Issue, and Endorse for Multi-Instance Auto Product and Quoting for Commercial Auto is now updated to the Spring '23 Insurance Package. Also, explore Industries Service Excellence components on our Service Excellence App within the org.
Provide Access to OmniScripts: Give standard users or contact center agents (CCA) access to OmniScripts so that the users can see OmniScripts in the Action Launcher search results.
Provide Access to OmniScripts: Give standard users or agents access to OmniScripts so that they can see an OmniScript in the Actionable List Engagement component.
Assessments and Surveys: Improve quality of care by gathering information that helps you manage your patients’ or members’ health more efficiently. Whether it’s an industry standard screener or a member feedback survey, you have the information you need.
Provide Assessments to Analyze a Patient's Health: Health Cloud Assessments use the power of Discovery Framework and Omnistudio to build more complex questionnaire paths. You can complete assessments in two different formats. A healthcare professional administers assessments such as screeners or questionnaires over the phone or in person. Send an email notification to a patient with a link to access assessments as a guest user on an Experience Cloud site.
Use case: Providing Upselling Assistance: Using the Recommend Products to Upsell action and Product Recommendations topic, a telesales reps can upselling recommendations while they're taking orders. The recommendation are based on the insights from historical visit and order data, and includes the top 10 products, and sales pitch for each of the products.
Create Agent Action: Recommend Products to Upsell: The Provide Upselling Assistance action recommends the top 10 products, which includes each product’s sales pitch. The recommendations are based on the insights from historical visit and order data.
Create Agent Topic: Product Recommendations: The Product Recommendations topic uses the Recommend Products to Upsell action to give telesales reps recommendations for upselling while they're taking orders.
Find a Care Provider: Find the right physician or facility for a patient. You can search from an account record or from the Health Cloud console.
Create an Action Plan for a Dynamic Assessment: Create an action plan from an action plan template that includes omni assessment tasks for a specific business license application, care plan, visit, or other record.
Activate the Benefit Applicant Assessment Omniscripts: After you’ve customized the benefit applicant assessment Omniscript for your benefit program, activate it. Also activate the child Omniscripts that group assessment questions related to expenses and household details.
Activate the Change of Circumstances Integration Procedures: Activate the Integration Procedure that the change of circumstances Omniscript uses when an incomplete application is returned to a constituent. Then, activate the Integration Procedures that the change of circumstances flow uses to add, fetch, or update information.
Activate the Benefit Recertification Integration Procedures: Activate the Integration Procedure that the recertification application Omniscript uses when an incomplete application is returned to a constituent. Then, activate the Integration Procedures that the recertification flow uses to add, fetch, or update information.
Add License and Permit Components to Site Pages: Give constituents the ability to apply for licenses and permits, renew licenses and permits, file complaints, and more by adding dedicated Lightning components to your Experience Cloud site.
Social Program Management in Public Sector: Use programs, benefits, and goals to assist individuals and families who face hardship. Process complaints related to people’s well-being, and conduct assessments to better understand the circumstances. Screen referral requests, and create individualized, comprehensive care plans to help people achieve positive outcomes.
Allow Applicants to Save Forms for Later: Give applicants the option to save a partially completed Omniscript form on an Experience Cloud site and return later to finish it.
Approval Process for Licensing and Permitting: Configure automation features to allow intake agents, compliance officers, and other users to quickly and efficiently review and approve applications for licenses, permits, programs, and services.
Experience Cloud Sites for Public Sector: Create Experience Cloud sites where constituents can apply for licenses, permits, benefits, and programs; engage with government services; and gain insight into processes.
Inspections Setup: Configure inspections for onsite visits to check for regulatory code compliance, record results, and create violations.
Turn on Chatter Feed Tracking in Public Sector: Enable Chatter feed tracking so that users and constituents can collaborate and stay informed about applications, pending tasks, and workflow processes.
Person Accounts in Public Sector: Use person accounts to represent constituents who apply for licenses, permits, programs, benefits, grants, and services.
Discover and Explore Public Sector: See how Public Sector broadly supports agencies engaged in licensing, permitting, inspections, emergency response, social and human services, grants management, and more.
Public Sector Documentation: Transform delivery of public services with flexible, secure e-government tools that support both sides of the service counter.
Omnistudio for Public Sector: Use Omnistudio in Public Sector to create guided interactions and rich user experiences without code.
Industry Common Layer Features: Discover the tools and components that caseworkers, case managers, and others can use to understand constituents and deliver excellent customer service to them.
Create Users for Public Sector: Create user records for the intake officers, inspectors, reviewers, and other department and agency employees who use Public Sector.
Security for Public Sector: Configure user profiles, permissions, sharing settings, and other security features in your Public Sector org.
Set Up Salesforce Calendar in Public Sector: Set up Salesforce Calendar so that compliance officers can schedule visits for inspectors and case workers, who can manage visits as calendar events.
Create a Business Profile: Capture information about the business or individual on a license or permit application by using a business profile in Public Sector.
Show Required Permits for a Business Type: Show your users the licenses and permits, including dependencies, that are required for any type of business in Public Sector.
Configure and Use Timeline in Public Sector: Give caseworkers and other users a chronological view of a constituent's interactions with your agencies. With a timeline, caseworkers can see all past interactions, cases, complaints, referrals, and care plans with a constituent. Visualize the information chronologically, and click any event to see more information and related details.
Field History Tracking in Public Sector: Comply with strict data retention and audit requirements by tracking and auditing data changes. Retain the archived field history data for a longer period by using Field Audit Trail.
Understand What’s Included with Public Sector: Discover how the Salesforce platform, a dedicated data model, and a layer of common components help you to implement a solution that meets your agencies' needs.
Agentforce for Public Sector: Elevate your workflows with Agentforce AI agents. Automate repetitive tasks for your employees. Help them quickly find information and learn about constituent needs. Give them insights into policies, programs, and services to help them make faster, informed decisions. Boost their morale and productivity for improved service delivery and a more positive constituent experience.
Agentforce IT Service for Public Sector: Achieve compliance and reduce risk by standardizing how you deliver IT support services across every channel. Use AI and process automation to optimize IT operations, reduce costs, and improve the efficiency of public services for every government agency.
Agents for Employee Experience: Public Sector agents help complaint officers, hiring managers, and employees complete work directly from the Employee Experience portal.
Alert Applicants When Their Benefit Application Status Changes: Keep applicants informed of the progress of their benefit applications by using a flow to automatically send a desktop notification and an email to applicants when the status of their benefit application changes.
Amazon S3 Integration Setup Workflow: Explore the steps to integrate Amazon S3 with Salesforce to access and upload files. The setup is divided into two key steps: File Access and File Upload. You can assign permissions to control which users can only access files and which users have permission to both access and upload them.
Application Profile Guided Flow Components: Public Sector includes these Omnistudio components for the application profile guided flow. You can create and use custom Omnistudio components to gather additional information from candidates, such as references and work samples.
Application Screening Subagents and Actions: Public Sector includes a subagent for application screening and related agent actions and flows. Add the subagent to your agent to assist recruiters with application screening and sharing.
Application Screening with Agentforce: Help recruiters and HR specialists efficiently screen job applications using an agent that provides them with a quick summary of each application. They can then share the shortlisted applications with hiring managers for further assessment.
Configure a Compliance Status to Automatically Create a Violation: If you’re using Dynamic Assessments to determine regulatory compliance, configure the Fail picklist value on the Compliance Status field to automatically create a regulatory code violation record.
Asset Management in Public Sector: Create a single source of truth for your agency’s physical and digital assets to improve accountability, make sure you follow the rules, and improve service delivery.
Set Up Asset Management: To use Asset Management, a Salesforce admin must first enable the feature and provide users with the required permissions.
Benefit Assistance Agent Actions: Review the actions, flows, and prompt templates that are included with the Benefit Assistance Subagent in Public Sector. These components enable the agent to answer questions and determine benefit eligibility.
Benefit Assistance Site Prerequisites: Before you create a benefit assistance site from the Experience Cloud site template, complete the prerequisites.
Benefit Assistance with Agentforce: Use an AI-powered chatbot on your Experience Cloud site to provide constituents with information about benefit programs, qualification criteria, and application processes.
Automate Eligibility Determinations: Use Business Rules Engine to determine benefit eligibility and the benefit amounts for qualified applicants. First, create a decision matrix that defines the income threshold based on the income and household size. Then build an expression set that uses the matrix to find benefit eligibility and calculate eligible benefit amounts. Use Decision Explainer to share the reasoning behind application decisions, eligibility determinations, and benefit amount calculations with constituents.
Set Up the Benefit Recertification Flow: Enable constituents to recertify for benefits on your Experience Cloud site. Show them benefits that are pending recertification and give them a guided flow to review the information that they previously provided, confirm or update details, upload supporting documents, and submit their recertification application.
Define Recertification Timelines for a Benefit: Specify the frequency at which constituents must recertify for a benefit, and indicate when a constituent can recertify for the benefit as the due date approaches.
Built-In Einstein Generative AI Features: Public Sector includes prompt templates and template-triggered flows for sample Einstein generative AI features. Depending on your use cases, you can embed them in your users’ workflows.
Candidate Sourcing Subagents and Actions: Public Sector includes a subagent for candidate sourcing and related agent actions and flows. Add the subagent to your agent to assist recruiters with candidate sourcing.
Candidate Sourcing with Agentforce: Recruiters can collaborate with an AI agent to identify potential candidates for a job opening. They can also create leads for the candidates to track outreach, and send outreach emails to invite the candidates to apply for the job opening.
Capture Interaction Notes: Take meeting notes; record attendees, the interaction date and time, and other details; add tags; upload documents; and share notes with other users by using a single guided flow.
Managing Investigative Cases in Salesforce Public Sector: Get help to manage all aspects of your investigative process, from complaint filing and case creation, to investigations, results, and outcomes. Use the standard console app for investigative case management to streamline the investigative process. The predefined case record page, also called Casework Overview, offers a centralized hub for managing case critical data and for accessing case details.
Casework Overview in Investigative Case Management: Get a comprehensive view of a case and manage critical case data from the predefined case record page, known as Casework Overview. After you set up Investigative Case Management, Casework Overview is readily available in the Investigative Case Management console app.
Set Up the Benefit Application Review Flow: Configure a guided flow for caseworkers to use to check whether benefit, change of circumstances, and benefit recertification applications are complete and accurate, to determine eligibility, and to assign and adjust benefits and services.
Set Up the Change of Circumstances Application Flow: Set up a guided flow on your Experience Cloud site that constituents can use to report changes of circumstance that affect benefit or service eligibility. Review the changes in an individual application record, and adjust the services or benefits assigned to constituents as necessary.
Add Data to the Searchable Object: Set up a Data Processing Engine definition to collate the data in the searchable object Benefit Provider Searchable Field.
Complaint Intake for Investigative Cases: Enable constituents and their legal representatives to easily file complaints for investigative cases from your benefit assistance portal.
Complaint Intake Subagents and Actions: To help you build an agent to simplify complaint filing for constituents, Public Sector includes a Complaint Intake subagent, related actions, and underlying flows and prompt templates.
Complaint Intake with Agentforce: Provide an Agentforce Service agent on your self-service site to help constituents file complaints easily. Have the agent answer questions about the intake process and guide the constituent to provide all the details needed to triage the complaint and begin a review.
Complaint Resolution Subagents and Agent Actions: To help you build an agent to assist complaint intake officers, Public Sector (formerly Public Sector Solutions) includes a Complaint Resolution subagent, related actions, and underlying flows and prompt templates.
Complaint Resolution Priority: Assign a resolution priority to complaints to help complaint intake officers process the most important ones first. Run a flow and an expression set when a complaint is created or updated to calculate its resolution priority. Use the expression set to define how a complaint’s resolution priority is calculated based on the complaint details.
Complaint Management with Agentforce: Empower complaint intake officers to manage large complaint volumes efficiently and effectively. Prioritize complaints for resolution using rules and expression sets. Convert complaints into investigations by creating new cases or linking to existing ones. Automate the repetitive, time-consuming tasks in processing complaints so that complaint intake officers can focus on the resolution strategy.
Complaint-To-Case Conversion Subagents and Agent Actions: The Complaint-To-Case Conversion subagent helps complaint intake officers to convert a public complaint to a case. It analyzes the complaint and suggests linking it to existing open cases with similar attributes like keywords and perpetrators. If no suitable existing case is found, then it facilitates the creation of a new case, ensuring all relevant information from the original complaint is carried over.
Compliance Management Subagents and Actions: Public Sector Solutions includes a subagent for regulatory compliance and related agent actions. Add the subagent to your agent that automates key compliance management tasks to help the compliance officers focus on key decision-making and complex tasks.
Compliance Management with Agentforce: Compliance officers can use an agent to automate post-visit administrative tasks, allowing them to focus on complex cases. The agent reviews policy documents to identify and summarize violations, suggests appropriate enforcement actions and penalty fees, and emails these details to business owners for their action.
Compliant Data Sharing in Public Sector: Increase collaboration between internal and external users and maintain compliance with regulations and policies associated with the handling of confidential or sensitive information.
Inspections in Public Sector: Configure and use inspections to evaluate regulatory code compliance and record violations through onsite visits.
Licensing and Permitting in Public Sector: Configure regulatory authorities, business regulatory authorization types, training requirements, and fees to use to issue licenses and permits.
Protect Sensitive Data with Salesforce Shield: Safeguard sensitive data, comply with industry regulations, monitor usage, and prevent malicious activity while allowing full functionality in Public Sector Solutions. Make sure that you have the Salesforce Shield add-on to use this feature.
Emergency Program Management in Public Sector: Provide constituents with emergency program information, incident updates, and applications for licenses, permits, and assistance programs during times of crisis.
Conduct Assessments for Investigative Cases: Equip incident managers to perform preliminary assessments, and investigators and caseworkers with a predefined questionnaire to proceed with a case or risk assessment. For example, an investigator can use the checklist-style assessment to ensure that all required preliminary checks on an investigative case are completed.
Configure an Application Record Type for Grantmaking: To use the Individual Application object, you're required to assign individual application usage to Grantmaking. Failure to assign this usage results in errors. This configuration also enables Grantmaking-specific fields and layouts.
Configure the Benefit Assistance Agent: Set up and deploy the Benefit Assistance Agent on your Experience Cloud site. This task guides you through configuring the required licenses, setting up qualification checks, preparing your policy documents, and deploying the agent to your constituent portal.
Configure HR Service Subagents for Platform Users: Set up HR Service subagents for platform users by following the same setup steps that apply to unified employees. No separate Setup preference is required.
Configure the Create Referral Search Result Action for Provider Search: Configure the search criteria configuration that includes the Create Referral search result action as the default provider search configuration. Or add the Create Referral search result action to your search criteria configuration.
Configure Referral Authorization: Use the Authorize Referral for Provider Salesforce flow to enable caseworkers to authorize the service delivery by a provider. The flow updates a referral's authorization status. It also shares the benefit assignment record related to the referral and the account of the benefit assignment enrollee with the provider user. The provider user can then easily track service delivery as benefit disbursements against the benefit assignment. Make sure that caseworkers have the appropriate permissions to run the flow, and configure a custom action to initiate the flow.
Configure and Use Audit Trail in Public Sector: Detect potential fraud and prevent identity theft by monitoring and analyzing constituent identity verification records in Public Sector Solutions.
Configure and Use Discovery Framework in Public Sector: Collect data from constituents and applicants by using Omniscript forms that support conditional logic. Conduct complex evaluations related to regulatory compliance, program and benefit management, grantmaking, investigative case management, and talent recruitment.
Create an Apex Class to Identify Incomes of Removed Household Members: When recertifying for a benefit or reporting a change of circumstances, if constituents remove members from their household, the incomes of the removed members must be omitted from the household income. The TransformIncomeRecords Apex class finds and flags the incomes of removed members in the household income details that the applicant previously declared. The UpdateHouseholdIncomeList Integration Procedure calls the Apex class and uses the flags to create a list of incomes of existing members and a list of incomes of removed members. The guided flow shows the two lists to the applicant so that they can review the information.
Create a Queue for Application Reviewers: Share the workload by creating a queue so that reviewers can access applications that are ready to be processed in Public Sector.
Create Regulatory Code Records: Define regulatory codes, or sets of rules that are required to ensure safety and quality for the issuance of certain licenses and permits, in Public Sector.
Create Application Subtype Definitions: Define the types of applications used in your Decision Explainer entities, such as a licensing application or a permit application.
Create Dynamic Assessment Questions: Create categories for logical groups of questions so that the questions are easy to find and use. Then create the actual questions for the assessment. If you’re setting up Dynamic Assessments for inspections, grantmaking, or investigative case management, relate the questions to regulatory codes and violation types.
Create Assessment Task Definitions: Group assessment indicator definitions into assessment task definitions for inspectors to use during a site visit.
Create Business Types: Define the types of businesses and authorization activities that need a license or a permit in Public Sector.
Create Business Process Type Definitions: Define the types of business processes that are applied in your Public Sector rule, such as approving an application for an individual or for a business.
Record and Track Events Using Case Episodes: Create case episodes to represent events related to legal proceedings, such as remanding a defendant to detention, suspending a driver's license, or temporarily placing a child in foster care for the duration of legal proceedings.
Create a Case Proceeding: Create case proceeding records to track the details of criminal or civil legal proceedings in Public Sector.
Create a Case Proceeding Result: Record and track decisions and rulings of legal proceedings as enforcement actions, episodes, or care plans in Public Sector.
Create Decision Matrices and an Expression Set to Calculate Complaint Resolution Priority: Create a decision matrix to map priority and completeness levels determined by the Calculate Complaint Resolution Score flow to numerical values for calculating the resolution priority of a complaint. Next, create another decision matrix to specify the weights that the expression set assigns to the priority and completeness values when determining the resolution priority of a complaint. Then, create an expression set from the Calculate Public Complaint Score expression set template.
Create Explainability Action Versions: Define and store versions of the explainability actions used by your Decision Explainer business rules in Public Sector.
Create Inspection Types: Represent the various types of inspections required to issue licenses and permits.
Create Interest Tags: To relate interest tags to notes, create tag categories, and then create interest tags in those categories.
Prepare the Omni Assessment Task: Create an omni assessment task that includes your assessment questions. Then, build an Omniscript from the task and add conditional logic to sequence the questions.
Set Up User Profiles for Public Sector: Create profiles for the intake officers, application reviewers, inspectors, and other employees who use Public Sector.
Create Record Types for License and Permit Applications: Create record types so that you can then give business license and individual applications distinct application statuses, categories, and approval processes in Public Sector.
Create Regulatory Authorities: Create records to represent the agencies and departments that have the authority to issue licenses and permits in Public Sector.
Create the Regulatory Code Retriever: Create a retriever in AI Models, formerly Einstein Studio, that returns active regulatory codes so the Complaint Resolution Agent can identify potentially violated codes.
Create Roles for Public Sector Users: Define roles for users to control their access to org data based on job responsibilities and the reporting structure of your agency.
Create a Trigger to Screen Benefit Applications: Create a trigger to call an Integration Procedure when an individual application record is created for a benefit applicant assessment application. The Integration Procedure performs basic screening on the application, such as checking whether the participants named in the application are U.S. citizens. If the application fails the screening, then the Integration Procedure denies the application. If the application passes, then the Integration Procedure queues it for caseworkers to review.
Create Violation Types: Represent the various types of violations recorded during inspections for license and permit applications.
Criteria-Based Search and Filter in Public Sector: Design a search experience that unifies complex sets of data to help caseworkers, recruiters, job seekers, and others find the information they need.
How Provider Search Works: Understand how provider search works so that you can set it up efficiently.
Customize the Benefit Applicant Assessment Omniscript Template: The benefit applicant assessment Omniscript template is designed for a U.S.-based Low Income Home Energy Assistance Program (LIHEAP) application. Customize the template to work for your benefit program applications.
Customize the Pending Recertification List for Constituents: On your Benefits page, customize the Record List component in the Pending Recertification tab. Pin the list view that constituents need and disable list properties and actions that aren’t useful to them.
Customize the Provider Search Experience: To customize the provider search experience for caseworkers, edit the provider search configuration included in Public Sector or define your own configuration based on it.
Enable Object and Field Permissions for Public Sector Objects: To ingest data from your Salesforce org with Public Sector (formerly Public Sector Solutions) into Data 360, add the View All Records and Read permissions for the Public Sector objects and fields to the Data Cloud Salesforce Connector permission set.
External Data Ingestion into Data 360: To ingest constituent data into Data 360, connect your external data source to Data 360. For example, you can bring in past case and complaint data from other agencies and aggregate it with the investigative case and complaint information in Salesforce for efficient analysis and insights.
Set Up and Deploy Public Sector Data Kits: Use Public Sector data kits as a starting point for your Data 360 implementation. Data kits contain data model objects and data streams.
Data 360 for Public Sector: Integrate Public Sector data with external sources to get a comprehensive view of constituents and employees, and gain insights to improve services.
System Permissions for Public Sector Objects: In the Data Cloud Salesforce Connector permission set, enable the system permissions needed to access and ingest data from the Public Sector objects into Data Cloud.
Analytics and AI-Driven Insights with Data 360 for Public Sector: Integrate and unify data from multiple sources and create comprehensive constituent and employee profiles with the Salesforce Data 360 features. With data ingestion, data unification, and real-time processing, streamline case management, benefit applications, and public safety efforts.
Data Kit for Public Sector Prerequisites: For each data kit you plan to use, turn on the required org settings, and edit the system permissions for the Data Cloud Salesforce Connector permission set.
Data Processing Engine in Public Sector: Transform large volumes of data by using a robust calculation engine and data-manipulation rules, then roll up the data to Salesforce records.
Public Sector Data Streams and Data Mapping: The Public Sector data kits contain predefined data streams that map data model objects in Data 360 to similar objects in Public Sector. Data streams enable a flow of near real-time data from your Public Sector org to Data 360.
Define Assessments for Investigative Cases: Work with case managers to develop a comprehensive database of assessments that enables incident managers in preliminary evaluations and supports investigators in case and risk evaluations.
Deploy the Data Streams for Public Sector: To import Public Sector data from your Salesforce org into Data 360, deploy data kits or individual data bundles. A data kit is a collection of data bundles, and each data bundle is a collection of data streams.
Developer Resources for Public Sector: Learn where to find developer resources, including Public Sector data models or entity relationship diagrams (ERDs), object reference, and API details.
Dynamic Assessments Migration: Use Metadata APIs to migrate your Dynamic Assessments from sandbox to production, or from one org to another. Reduce manual effort and avoid the need to recreate the Dynamic Assessment setup in each org.
Generate a Board Version of a Grant Application (Beta): Grant program officers provide their board members with a distilled version of the grant application that the board members can review for final approval. It can be time consuming to summarize a grant application that calls out the information that the board is most interested in. To save time by quickly generating a board version of the application, use the Einstein Board Version of Grant Application feature.
Generate a Funding Award Summary (Beta): Grantmaking program officers often use a funding award summary to determine the health of a specific grant. Officers use this information to decide how much engagement is needed, if additional funding disbursements can be made, and whether to provide future funding to the recipient. Gathering information to make these determinations is an arduous task. Use the Einstein Funding Award Summary to quickly identify if the grant is meeting its milestones and fulfilling its requirements.
Generate a Notes Summary (Beta): Use Einstein Notes Summary to quickly absorb information about constituents, participants, or grantees to provide them with the best service possible. For example, major gift officers must learn about the donor before they make a solicitation call. Case managers must familiarize themselves with notes on the program participant before their next interaction. Quickly identify the actions or tasks that were logged in a note but not completed.
Generate a Program and Benefits Summary (Beta): Use Einstein Program and Benefits Summary to quickly draft a program and benefits summary that accurately describes the program progress to stakeholders. Program managers can save the time spent on creating program updates to share with internal and external stakeholders.
Employee Experience for Public Sector: Provide government employees with as much support as external constituents by using Public Sector functionalities and HR Service. Automate HR, legal, ethics, procurement, and other government processes to enhance employee connectivity, effectiveness, and productivity. Make sure that you have the Employee Experience for Public Sector Solutions add-on.
Employee Experience for Public Sector: Provide government employees with as much support as external constituents by using Public Sector functionalities. Give users access to Employee Experience. Review and assign the prebuilt permission sets.
Employee Portal for Internal Job Applications: Internal employees can search for open positions and apply for jobs from the Employee Experience portal. Hiring managers can review applications and update application stages from the same portal.
Enable Agents for Employee Users: Assign permission sets, enable org-wide preferences, create sharing rules, and activate the Public Sector agents on the Employee Experience portal so platform users can access the Complaint Resolution, Skills-Based Candidate Sourcing, and LPI Assistance agents.
Enable the Complaint Resolution Agent: Set the required org preferences and assign permission sets to platform users so they can use the Complaint Resolution Agent on the Employee Experience portal.
Enable Provider Search Access: Make provider search available to caseworkers from the Benefit Assignment Related List, or add provider search to a Lightning page.
Enable Unified Constituent Profile for Benefit Management: Set up the unified account page experience for benefit management caseworkers. Complete the analytics setup, deploy datakits, turn on the feature with Salesforce Go or manually, and assign permission sets to your users.
Evidence Management for Investigative Cases: Simplify the evidence collection process by using a guided flow in the Custody Items tab in Casework Overview, a predefined case record page. Specify custody item details, custodian details, and select the related regulatory code violations for the custody item, all in a single workflow.
External Storage of Files with Amazon S3 for Public Sector: Connect your Amazon Simple Storage Service (S3) to your Salesforce org to work with large, high-volume files directly from within Salesforce. Public sector organizations can access, search, stream, attach, and upload files without leaving the Salesforce platform.
Set Up File Access in Amazon S3: Set up Amazon S3 and use Files Connect to set up Amazon S3 as an external storage system in Salesforce.
Set Up File Upload to Amazon S3: Let your users upload files to an Amazon S3 bucket from within Salesforce. For a standard configuration, specify the external data source. By default, files are uploaded to predefined file paths in the external data source.
Find and Engage Potential Candidates for a New Job Position: Find applicants who have the skillset that you specify, or find candidates or past application forms that are relevant to the job position that you want to fill. Create leads for the applicants to identify them as potential candidates and track outreach. Then, send emails to the candidate leads to alert them to the job opening and invite them to apply.
Form Framework: Create complex applications and forms with your product's objects and Omnistudio components or flows. Use Form Framework to manage forms and applications in Salesforce or through your Experience Cloud site.
Einstein Generative AI for Public Sector: Embed Einstein generative AI features in your users’ workflows and help users to serve constituents faster and better.
Get Household Overview: On a benefit applicant’s person account record page, get an AI-generated overview of the applicant’s household. Learn about the name, age, and income of household members, and how they’re related to the applicant. Make a note of the benefits that the applicant or any of the household members receives. Use the information to make more informed decisions about their benefit eligibility.
Get Application History Overview: On an individual application record page, get an AI-generated overview of a benefit application. Find the key dates and the application status. Check the outline of the assessments completed by the constituent for the benefit application.
Get Application Version Comparison: On an individual application record page, get an AI-generated comparison of the assessments completed by the constituent for a benefit application. Find the changes in the information provided by the constituent and determine how the changes affect their benefit eligibility.
Get License Compliance Summary: On a business’s account record page, get an AI-generated overview of the business’s licenses and permits. Make note of licenses that are expired, nearing expiry, or pending verification. Identify required licenses and permits that the business hasn’t applied for. Find outstanding regulatory code violations and fees. Use the information to create a plan of action to ensure license compliance.
Get Prior Violation Report: On a visit record page, get an AI-generated overview of regulatory code violations logged during previous inspection visits to a site. Learn about the codes violated and the number of times a violation was reported. Check the status of the violation enforcement actions and use the information to determine the focus areas for the current visit.
Get Started with Public Sector: Discover the myriad ways that Public Sector transforms the delivery of public services. Create dynamic application forms and publish on an Experience Cloud site for constituents. Design automated approval processes to efficiently review applications. Use dynamic assessments to evaluate applications, and create care plans and referrals to help constituents in need. And get trial org to explore the product and prepare for your implementation.
Grantmaking in Public Sector: Manage the complete grant lifecycle. Easily create and manage funding opportunities, create budgets and track spending, and efficiently receive and review applications and disburse funds.
HR Service for Public Sector: HR Service creates a positive work environment and improves employee satisfaction by enabling companies to efficiently address employee queries and service requests.
HR Service Capabilities for Platform Users: Government employees who use a Salesforce Platform user license can manage common HR tasks with HR Service subagents from the Employee Experience portal, Slack, or Microsoft Teams.
Inbound Payments in Public Sector: Collect fees for services such as licenses, permits, and inspections with a fully integrated payments experience.
Manage Fee Adjustments and Refunds: Correct inaccurate fees and address overpayments, duplicate payments, and changes to the underlying service.
Manage Fees and Invoices: Generate invoices, reconcile payments, process adjustments and refunds, and resolve disputes from the Regulatory Transaction Fee record.
Reconcile a Payment Manually: Reconcile a payment by hand when the out-of-the-box subscriber can't process a PaymentIntentEvent.
Set Up Inbound Payments: Configure licenses, org preferences, access, and Experience Cloud components so that agency employees can process fees and constituents can pay them.
Share Records with Constituent Users: Share Regulatory Transaction Fee and Invoice records with constituent users so that they can see and pay their fees.
Set Up Interaction Summaries: Enable interaction summaries and enhanced notes interface. Add the Interaction Summaries component to the Lightning record page of relevant objects, such as Case. Then, give users access to interaction summaries, enable interest tags, and configure field-level security on the Interaction Notes Published field so that users can publish the notes.
Configure and Use Interaction Summaries in Public Sector: Give caseworkers, case managers, and other users the ability to capture and manage interaction notes by using interaction summaries. Users can create interaction notes on cases, care plans, benefits, goals, complaints, referrals, and accounts.
What Employees Can Do on the Employee Portal: Employees can search for open positions, complete and submit job applications, and track the status of their applications from the Employee Experience portal.
What Hiring Managers Can Do on the Employee Portal: Hiring managers can review submitted applications, update application stages with the Path Assistant, and use the Einstein Summary component to quickly understand each application.
Investigative Case Management Prerequisites: Before you set up Investigative Case Management in Public Sector, complete the prerequisites. Enable care plans and program and benefit management settings only if you plan to use care plans and manage investigative cases for social programs. With Salesforce Go, you can set up and configure Investigative Case Management from one streamlined setup location.
Investigative Case Management Workflow: Explore how various personas can use Public Sector through the lifecycle of an investigative case to file a complaint, assess the complaint, create a case, investigate the case, manage evidence, initiate case proceedings, and finally record the resolution of the case.
Job Recommendation Agent Actions: The Job Recommendation Subagent includes several standard actions (flows and prompt templates) that enable its functionality.
Job Recommendation with Agentforce: Help applicants find relevant job openings based on their profile information, preferred location, or specified distance. The Job Recommendation Agent is an AI-powered assistant designed for your Experience Cloud site (Applicant Portal).
Keyword Summary to Match Complaints: From the complaint description, create a comma-separated list of keywords for a complaint and store the keywords in the Complaint Summary field. These keywords are used to search for and find matching complaints.
License and Permit Site Prerequisites: Before you create a license and permit site from the Experience Cloud site template, complete the prerequisites.
Set Up Analytics for Public Sector: Deploy analytics apps by assigning permissions, enabling CRM Analytics, and creating and sharing apps with users.
CRM Analytics for Public Sector: Use CRM Analytics to gain intelligent insights that help licensing and permitting agencies improve departmental productivity and constituent satisfaction, and to gain insights into caseloads, case trends, community impact, and caseworker efficiency.
LPI Assistance Agent on the Employee Experience Portal: Employees can use the LPI Assistance Agent on the Employee Experience portal to find policy information and identify the licenses, permits, and inspections that apply to their situation.
Constituent Agent for LPI Assistance with Agentforce: Use an AI-powered agent on your Public Sector Experience Cloud site to help constituents identify the licenses, permits, and inspections they need for their business or personal goals.
Enable Tableau Next in Public Sector: Turn on Tableau Next in your Salesforce org before you install the Tableau Next app for Licenses, Permits, and Inspections.
Manage Compliance with Agentforce: Work with the agent to determine whether there was a violation. Get a quick summary of the violation, identify the related violation enforcement actions, and violation fees, if any. Finally, send a summary of the visit with all the details to the business owner related to the inspection visit.
Manage Users: Update the existing profiles and user records for compliance officers and inspectors. Give users the permissions they need to complete their tasks.
Payment Management in Public Sector: Collect payments from constituents and disburse payments to providers and beneficiaries. Constituents can pay for services, such as license and permit applications, directly on your public-facing portal, and agency employees get real-time visibility into payment status.
Save Form Data to an Application Record: Create Omnistudio Data Mappers to save data from completed Omniscript forms to a business license application or other record in Public Sector.
Provider Management in Public Sector: Capture details about service providers, their facilities, and their specialties in the Provider Management data model. Map the benefits and services that you administer to constituents to the specialties that providers offer. Search for providers and facilities that offer the benefits and services that constituents need, and make referrals. Build an Experience Cloud site that providers can use to process referrals, manage service delivery, and collaborate effectively and transparently with your agencies.
Provider Referral Guided Flow: The provider referral guided flow streamlines how caseworkers share relevant information with providers, such as the required services, the necessary documentation, and other details to help providers deliver services effectively.
Provider Search: Set up provider search and help caseworkers find suitable providers who can deliver services to constituents and take actions on the providers. The search experience that caseworkers need varies by the provider type, the information they need to act, and the relevant actions that they can take. Use the Criteria-Based Search and Filter features to design varied provider search experiences by configuring the required search criteria, result fields, and actions for each experience. Customize the predefined provider search configuration or create your own configuration based on it.
Enable Chatter Feeds for Providers: Turn on Chatter feed tracking for these objects so that record updates are available in a feed on the record page: Benefit Assignment, Benefit Schedule, Benefit Session, Referral. Also, enable Chatter on the provider site so that providers can view the feeds.
Provider Site Prerequisites: Before you create a provider portal from the Experience Cloud site template in Public Sector, complete the prerequisites.
Publish Interaction Notes: Publish notes in interaction summaries to prevent further edits. For example, publish an interaction note to protect the integrity of your official documentation of a key witness interview. The note can then serve as evidence in an investigation.
Configure the Benefit Recertification Flow Available to Constituents: The Benefit Recertification Flow custom setting determines the Omniscript guided flow that’s available to constituents on your benefit assistance site when they use the Recertify action in the Pending Recertification list view. Update the custom setting and specify the type, subtype, and name of the Omniscript.
Update the Recertification Status When an Application Is in Review: When a recertification application is in review, update the recertification status of the related benefit assignment to In Progress. Define a custom platform event that indicates that a recertification application is in review, and configure an event handler that updates the recertification status of the related benefit assignment when the platform event is published. Subscribe to the platform event by using an Apex trigger.
Record Rollups in Public Sector: Roll up one object’s records and associate them with the record of an unrelated object to consolidate information and make it easy for users to access information from both objects.
Add a Page for Employment Offers: In the Builder workspace, add a page to your career site. Drag the Record List component to the page and configure the component to show Employment Offer records.
Configure the Extracted Data Field: Set field-level security and add the Extracted Data field to the Document Checklist Item page layout so that users can view data that Unstructured Document Processing extracts from documents.
Conduct Vetting Evaluations for a Selected Applicant: For each vetting evaluation, work with the applicant and vetting agencies to complete the vetting assessments, and then record the outcome of the evaluation.
Create an Action Plan Template for a Job Application: Create an action plan template and add intake form sections for each section to include in a job application. Link each intake form section to a relevant application stage definition.
Overview of Application Summary and Review Panes: Recruiters, hiring managers, and interviewers can quickly look at the key details from a job application on the application summary pane. Recruiters, hiring managers, interviewers, and applicants can use the application review pane to check all the information and supporting documents in a job application.
Approve a Job Posting: Review and approve a job posting from a recruiter or HR specialist, after which it’s queued to become available for applicants on the career site.
Approve a Recruitment Requisition: Review and approve a recruitment requisition from a recruiter or HR specialist so that they can proceed with creating the related recruitment postings.
Create and Assign Evaluations: Create application form evaluation records with the hiring manager and interviewers as evaluators. Add action plans to the application form evaluation records to create assessment tasks for the evaluators. Share an application form and the related application form evaluations with the hiring manager and the interviewers.
Recruitment Assistance with Agentforce: Enable constituents to chat with an AI-powered agent to get accurate, timely answers to frequently asked questions (FAQs) about your public sector hiring process, agency culture, and work policies.
Classify Occupations and Positions: Use the Talent Recruitment Management data model to streamline how you classify occupations and positions in your organization. For a position, specify the competency and qualification requirements to efficiently identify the qualified candidates and ensure compliance.
Verify the Document Status Custom Metadata Type: Confirm that the Document Checklist Item (DCI) Status custom metadata type deployed when you enabled the Document AI for Public Sector org setting. If the metadata type is missing, create it manually.
Configure a Document Schema for Resumes: Create a document schema configuration that defines the fields and tables Unstructured Document Processing extracts from applicant resumes.
Review the Resume Upload Component: The RecruitmentResumeUploadContainer FlexCard is preconfigured with the required attributes already set. Review the attributes, and clone the FlexCard only if you want to use a different document schema or document type.
Map Your Job Application Search Configuration to the Search Action: The Search action on the Application Form Relations related list starts the search experience for the Job Application Search configuration. If you created your own search configuration, configure the Search action to use your configuration by updating the Job Application Search custom setting.
Create Your Career Site from the Template: Use the Applicant Site for Recruitment template and quickly set up your career site in Experience Cloud. Configure guest user access, and customize and publish the site.
Create an Employment Record for an Employee: Capture the employment details of an employee in your organization. For example, their employment start date, status, and schedule type.
Create a Job Posting: Create a job posting for an approved recruitment requisition. Add the overview, summary, and duties content that you want to include in the posting.
Create a Recruitment Requisition: Work with the hiring manager to create a recruitment requisition for a vacant job position and submit it for the hiring manager’s approval.
Create Vetting Evaluations for a Selected Applicant: After a selected applicant accepts the tentative offer, create vetting evaluations for them. Add an action plan to a vetting evaluation to include the assessment tasks to be performed for a vetting procedure.
Customize the List Views on Applications Page: Create list views for active and closed application forms. Update the Record List components on the My Applications page to use these list views. Disable list view actions and properties that aren’t useful to applicants.
Define Assessments for Talent Recruitment Management: Collaborate with recruiters and the hiring team to develop a comprehensive database of assessments that enables hiring managers and interviewers in applicant evaluations and supports recruiters in vetting evaluations.
Build an Employee Site for Talent Recruitment Management in Public Sector: Offer your hiring managers and interviewers a user-friendly interface that simplifies the hiring and evaluation process and empowers them to concentrate on securing top talent. Create an Experience Cloud site where hiring managers can easily work with recruiters to review and approve requisitions and job postings; and hiring managers and interviewers can assess the applicants that they’re assigned.
Set Up Unstructured Document Processing: Enable Unstructured Document Processing, then configure the permissions that users need to upload documents and extract data.
Evaluate an Applicant: Assess the qualifications, experience, skills, and potential of an applicant for a job by using Dynamic Assessments.
Filter Job Applications for a Recruitment Requisition: Search for job applications based on criteria such as the applicant’s education qualifications, the stage in the application processing, and the status of the employment offer. Refine search results further to view applications for a particular job position or location, and from a certain applicant.
Finalize the Employment Offer: If the selected applicant passes the vetting evaluations, roll out the final offer to them. Otherwise, revoke the offer.
Job Application Guided Flow Components: Public Sector includes these Omnistudio components for the job application guided flow. You can create and use custom Omnistudio components to gather additional information from candidates, such as references and work samples.
Overview of Job Application Guided Flow: Give job seekers a guided flow to provide their personal, educational, and work experience details, upload supporting documents, and submit their job application. If someone previously applied with your organization or created a profile, prefill their information so that they can quickly review and update details, and complete their job application.
Set Up the Create Recruitment Posting Guided Flow: Give recruiters a guided flow to quickly create recruitment postings for approved requisitions. Recruiters can specify whether the posting is for internal or external use, and the portal where they want to publish it. And create the content to be included in the posting or reuse previously created content.
Make a Hiring Decision: After the hiring team evaluates an applicant, review the team's feedback with the hiring manager and make a hiring decision. Update the status of the application form based on the decision.
Make Employment Offers and Vet Applicants: Create tentative employment offers and conduct vetting evaluations for selected applicants. Confirm offers for applicants who clear the vetting evaluations.
Map Your Omniscript to the New Posting Action: The New Posting quick action on the Recruitment Postings related list runs the Recruitment/CreatePosting - Create Recruitment Posting Omniscript. If you created your own Omniscript, configure the New Posting action to run your Omniscript by using the Create Recruitment Posting Flow custom setting.
Multi-Section Job Applications: Make your application process more flexible, organized, and user-friendly by adding sections to your job applications. Build your job applications with Talent Recruitment Management and Form Framework.
Plan and Design Application Sections: Ask recruiters and hiring managers for the questions to include in application sections. Create Omniscripts for applicants to complete the sections and Omnistudio Flexcards for users to review the information the applicants provide.
Set Up an Approval Process for Recruitment Postings: Create an approval process for recruiters to get recruitment postings reviewed and approved by hiring managers. Define the sequence of steps in the approval process. Automatically update a recruitment posting’s state when a hiring manager approves or rejects it.
Create Recruitment Posting Flow Components: Public Sector includes these components for the Create Recruitment Posting guided flow. You can create and use custom Omniscript components to include additional requirements, such as competencies and qualifications.
Unstructured Document Processing: Agencies process a high volume of unstructured documents, such as applications, invoices, certificates, resumes, and supporting evidence. With Unstructured Document Processing, your agency can automatically extract information from files and convert it into structured data in Salesforce.
Talent Recruitment Management Prerequisites: Before you set up Talent Recruitment Management in Public Sector, complete the prerequisites. With Salesforce Go, you can set up and configure Talent Recruitment Management from one streamlined setup location.
Overview of Applicant Profile Guided Flow: On your career site, give job seekers a guided flow to create and maintain their applicant profile. Use the profiles to personalize job recommendations, build your talent pool, and identify potential candidates for job openings. When job seekers apply for a job, prefill the applications with information from their profile to eliminate repeated data entry and ensure a smooth and easy application process.
Set Up an Approval Process for Recruitment Requisitions: Create an approval process for recruiters to get recruitment requisitions reviewed and approved by hiring managers. Define the sequence of steps in the approval process. Automatically update a recruitment requisition’s approval status when a hiring manager approves or rejects it.
Screen and Evaluate Applicants: Identify job applications that meet the screening criteria. Create assessment tasks for interviewers and the hiring manager to evaluate the applicant. Review interviewers' feedback with the hiring manager and make a hiring decision.
Screen Job Applications: After you search for and filter job applications, review the information provided in the applications based on the screening criteria.
Search and Apply for Jobs: On the career site, find jobs that match your preferences. Review hiring requirements and responsibilities in job postings, and apply to the jobs that interest you.
Search Configurations and Components: Review and customize the sample configurations and components as required, or use them as reference to create your configurations.
Set Up a Flow to Assign Permissions to Applicants: Before job seekers can apply for a job, they must register as applicant users of your career site. Create a flow to assign the required permissions to applicant users following their registration. Start with the Assign Permission Sets to Applicants flow template and customize the flow as required.
Set Up Search Experiences for Recruiters and Job Seekers: On the Talent Recruitment Management app, enable recruiters to search for job applications that match specific hiring criteria. And on your career site, enable job seekers to search for job postings that match their preferences. Design the search experiences by using the Criteria-Based Search and Filter framework in Public Sector.
Use Your Own Flexcard to Preview Recruitment Postings: The Create Recruitment Posting guided flow uses the RecruitmentShowPostingPreview Flexcard to show recruiters how a recruitment posting appears on your Experience Cloud site for job seekers. To use a customized Flexcard for the preview, update the Recruitment Posting Preview custom setting.
Manage Users for Talent Recruitment Management: Create the required roles, profiles, and user records for recruiters and HR specialists, hiring managers, and interviewers. Give users the permissions they need to complete their recruiting and hiring tasks.
Refer Beneficiary Constituents to Providers: Search for suitable providers for a constituent who is assigned benefits. You can select up to three provider and provider facility combinations and start the provider referral flow.
Process Change of Circumstance Applications by Using a Guided Flow: Check whether a change of circumstances application is complete and accurate. Correct details based on supporting documentation and, if necessary, return the application for additional information. When the application is complete and you have confirmed the details, accept or deny the application.
Review and Convert a Complaint to Case with Agentforce: Select a complaint to review based on its resolution priority. Work with the agent to get a quick summary, possible regulatory code breaches, and references to build a resolution strategy. Then, use the agent to efficiently assess and convert incoming complaints into official investigations or cases, and then transfer of participants, regulatory code violations, and evidence from the complaint to the linked case.
Process Benefit Applications by Using a Guided Flow: Check whether an application in review is complete and accurate. Correct details based on evidence and, if necessary, return the application for additional information. When the application is complete, if the applicants are eligible, assign them a benefit amount.
Process Benefit Recertification Applications by Using a Guided Flow: Check whether a recertification application is complete and accurate. Correct details based on supporting documentation and, if necessary, return the application for additional information. When the application is complete and you’ve confirmed the details, accept or deny the application. Renew or adjust the amount of benefits that constituents receive to match their benefit eligibility.
Search for Providers: Search for a provider from the Benefit Assignments related list or from a Lightning page. Specify search criteria, group and sort search results, and then select the best match for your constituent.
Build a Provider Experience Cloud Site in Public Sector: Create an Experience Cloud site where your certified providers can process referral requests, enroll clients in sessions, track service delivery, manage their information, and collaborate effectively and transparently with your agencies.
Set Up Amazon S3: Before you set up Salesforce connection to Amazon S3, make sure that you complete the required setup on Amazon S3.
Set Up Benefit Application Intake: Use Discovery Framework assessment questions and Omniscripts to capture information from constituents who apply for a benefit. Store assessment questions responses in Salesforce objects using Omnistudio Integration Procedures and Omnistudio Data Mappers. Capture effective start and end dates when you store income and expense data. Use Business Rules Engine to automate benefit eligibility determination.
Set Up the Add Case Proceeding Participants Quick Action: Configure a quick action that caseworkers can use to easily find and select case participants, specify their role, and add them to a case proceeding. The quick action uses the Add Participants Omniscript to find existing case participants in your org.
Set Up the Complaint Intake Agent: Create an agent with the Agentforce Service Agent template and ensure that the necessary subagents are enabled. Then, assign permissions to the agent user. To enable the agent’s authority-checking capability, upload your policy manuals to a new data library and connect it to the Complaint Intake subagent. These documents inform the agent's Check Complaint Authority action. Finally, test and activate your agent.
Set Up Data and Search: Prepare your applicant profile data, configure the Einstein Search Retriever, and update the necessary flows and prompt templates.
Set Up Data Cloud for Complaint Resolution: Grant the Data Cloud Salesforce Connector access to complaint and regulatory code records, ingest the records into Data Cloud, and create a search index that the Complaint Resolution Agent can query.
Set Up Data 360 for Complaint Management with Agentforce: Connect your Public Sector org to Data 360 and turn on permissions required to ingest Case, Public Complaint, and Regulatory Code data into Data 360. Set up data streams for the Case, Public Complaint, and Regulatory Code objects. Finally, create hybrid search retrievers to use as resources in prompt templates that the agent actions call.
Set Up Document Checklist Items in Public Sector: Turn on document checklists, assign permissions, customize page layouts, and configure document types to store data extracted from documents submitted by constituents.
Set Up the File a Claim Flow: Activate the Integration Procedure and the Omniscript guided flow that injured workers can use to file workers’ compensation claims.
Set Up Einstein Generative AI for Public Sector: Enable Einstein generative AI and give users the required permissions to configure or access the generative AI capabilities. Add the Einstein Summary component to the record pages to embed the generative AI features in your users’ workflows. Make sure that you have the Agentforce for Public Sector add-on to use the generative AI features.
Set Up the Constituent Agent for LPI Assistance: Set up and deploy the Constituent Agent for LPI Assistance on your Experience Cloud site. Configure the required licenses, prepare your policy manuals, and deploy the agent to your License and Permit portal.
Set Up the Provider Referral Guided Flow: Create your own fillable PDF templates to share information with providers. Enable caseworkers to open the guided flow from a case or referral record page or the provider search results page.
Set Up Provider Search: Run a Data Processing Engine definition to compile provider data in one searchable object, and configure your searchable object setup. Select the fields that constitute your search criteria and that appear in the search results. Define how caseworkers can group and sort results, and specify distance filters to constrain search results to a certain proximity. Configure flows, Omniscripts, or Lightning web components as actions that caseworkers can apply to providers in search results.
Set Up the Recruitment FAQ Agent: Set up and deploy the Recruitment FAQ agent on your Experience Cloud site to assist potential job applicants.
Set Up the Respond to Claim Flow: Activate the Integration Procedures and the Omniscript guided flow that employer representatives use to verify claims and provide required information. Configure the custom setting that makes the flow available on your social insurance Experience Cloud site.
Set Up Similar Complaints Agent Actions: Add the agent actions and prompt templates that let the Complaint Resolution Agent find similar complaints, similar unresolved complaints, and similar complaints against the same perpetrator.
Set Up the Complaint Management Agent: Create an agent with the Agentforce Employee Agent template and add the Complaint Resolution and Complaint-to-Case Conversion subagents to it. Create and assign a permission set to give complaint intake officers access to the agent.
Set Up the Compliance Management Agent: Create an Agentforce Employee Agent and add the Regulatory Compliance subagent to it. Create and assign a permission set to give compliance officers access to the agent.
Set Up the Recruiter Agent: Create an agent with the Agentforce Employee Agent template. If you want to identify potential candidates for a job opening from the pool of past applicants, add the Candidate Sourcing subagent to it. Add the Skill-Based Candidate Sourcing subagent to the agent to identify potential candidates based on their skillset. Create and assign a permission set to give recruiters access to the agent.
Set Up the Recruiter Agent for Application Screening: Create an Agentforce Employee Agent and add the Application Screening subagent to it. Create and assign a permission set to give recruiters access to the agent.
Discover and Set Up Public Sector Features With Salesforce Go: Explore, set up and configure, and monitor usage of Public Sector (formerly Public Sector Solutions) features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more Public Sector features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Dynamic Assessments in Public Sector: Design Dynamic Assessments that provide a responsive and streamlined way to capture information and provide your users with flexibility over onsite or virtual inspections, investigations, and evaluations.
Shared Features in Public Sector: Extend and analyze your Public Sector solutions with features that apply across feature areas, from analytics and dashboards to generative AI and document processing.
Skill-Based Candidate Sourcing Agent Actions and Subagents: Public Sector includes a subagent for skill-based candidate sourcing and related agent actions and flows. Add the subagent to your agent to assist recruiters in finding suitable candidates by sourcing applications based on specific skills and job specializations as mentioned in the request or inferred from a referenced job posting.
Social Insurance: Define social insurance policies that help constituents who experience economic hardship. Enable eligible constituents to enroll into the policies and track contributions. Capture claims, claim items, and claim participants. Record the claim approval status and benefit eligibility, and assign benefits to constituents.
Social Insurance Claim Flows: Constituents can file claims for social insurance benefits through guided flows on your Experience Cloud site. They can provide the required details, upload supporting documents, and preview and submit their claims. They can also track the status of the claims on the site.
Configure Sharing Settings for Social Insurance: To determine the level of access that users have to each others’ data, review and edit the org-wide default sharing settings for the social insurance objects in Public Sector (formerly Public Sector Solutions).
Social Insurance Site Prerequisites: After you set up the social insurance claim flows, prepare your social insurance Experience Cloud portal by completing these prerequisites.
Capture and Fulfill a Service Request for a Case Proceeding: Enable constituents and their legal representatives to request case proceeding deferrals by using a guided flow on the benefit assistance portal, and configure an approval process for caseworkers to easily review the requests.
Summarize and Share Application Forms: Review application forms to shortlist candidates for a job position. Share the application form with hiring managers for further screening and evaluation.
Supplier Management Objects (Pilot): Model your supplier base, the corporate and supply relationships that connect suppliers, product structures, and manufacturing sites to see who supplies what and where.
Supply Chain Resiliency (Pilot): Model your suppliers, assess supply chain risk, and connect both to the programs and contracts they support.
Supply Chain Risk Objects (Pilot): Score supplier risk, record risks and their causes, and track how each risk affects your programs.
Public Sector Editions: Learn about the editions, user interfaces, and add-ons that support Public Sector.
Talent Recruitment Management in Public Sector: Transform your recruitment and hiring process to make it more intuitive, transparent, and efficient. Provide your recruiters and HR specialists with a console app, tools, and workflows to manage activities from position creation to rolling out employment offers. Offer job seekers an engaging career site where they can discover and quickly apply for jobs that interest them. Give hiring managers and interviewers a user-friendly employee site to easily evaluate applicants and collaborate with the recruiters.
Show the Approval History on Application Pages: Let constituents easily see which applications were approved or rejected by adding a related list to application pages on your license and permit site.
Set Up Person Accounts in Public Sector: To store information about constituents from the Account and Contact objects as Person Accounts, enable Person Accounts in Setup.
Customize the Visit Lightning Record Page: Help inspectors, compliance officers, and caseworkers conduct efficient visits with a custom Lightning record page that includes essential actions, important details, and useful tabs and related lists.
Enable Notes in Public Sector: Turn on Salesforce Notes so that inspectors, case workers, and others can use it to write down their findings.
Provider Recruitment: Build and manage a network of providers by capturing details of providers, their facilities, and their specialties in the Provider Management data model.
Get Started with Talent Recruitment Management: Manage the complete recruitment lifecycle for public sector hiring. Create requisitions and postings, launch career sites, evaluate and screen applicants, and onboard new employees.
Unified Constituent Profile for Benefit Management: Bring together constituent benefit information, Einstein-generated summaries, priority alerts, and Data 360 insights on a single account page so your team can work cases from one place.
Update Benefit Assignments for Recertification: Update the recertification due date and the recertification status of benefit assignments based on the recertification timelines that you defined for the benefits. Clone and activate the Data Processing Engine definitions that Public Sector provides to update benefit assignments, and then create flows to run the definitions regularly.
Update the Apex Trigger to Screen Recertification Applications: Update the Apex trigger that runs when an individual application record of the category Benefit is created. Configure the trigger to publish a BMRecertEvent when a recertification application passes the screening and is in review. The event handler for BMRecertEvent updates the recertification status of the benefit assignment related to the application.
Use Case Analytics in Public Sector: Gain insights into how long it takes to process a case and help ensure that you meet service-level agreement requirements.
Manage Complaints in Public Sector: Review public complaints related to inspections and assessments, see their supporting documents, and schedule a visit to investigate the concern.
Action Button Group Considerations: Learn how action button groups behave in the Transaction Line Editor (TLE) and Sales Transaction Line Editor (STLE) to design an efficient experience for your sales team.
Add a Special Term to a Quote: Search the Document Clause Library and insert an active clause as a quote special term. Resolve any placeholder tokens, then save so that the term stays relevant to your quote.
Create and Add Custom Fields for Usage-Based Products: Ensure that your custom fields are visible to users during sales transactions. By default, custom fields aren’t visible on the quote creation, manage usage resource, and asset pages.
Add the Contract Pricing Schedule Component to Lightning Record Pages: Provide sales reps and contract managers with a simple, comprehensive interface for managing contract pricing by adding the Contract Pricing Schedule component to Contract pages. Customize the component to show only the information that your users need.
Adjust Subscription Start Dates: In subscription selling, it’s common to book a sale, but defer the start of the subscription for a future date. To adjust the start date, sales users can amend a subscription, provided the original start date hasn't occurred yet.
Adjustment Type Column: The Adjustment Type column merges multiple adjustment fields into a single column so that sales reps can make pricing adjustments more efficiently.
Advanced Amendment and Renewal Features: Revenue Management provides flexible asset management by helping sales reps to apply negotiated contract pricing to amendments and renewals. You can use specialized features to adjust subscription start and end dates for termed assets, perform field or price-only updates without changing configurations, and use the Rollback tool to reverse the most recent future-dated transactions. These capabilities ensure data integrity and accommodate evolving customer needs throughout the asset lifecycle.
Use Advanced Transaction Detail Line Pricing to Map Custom Fields: Users can update custom fields on sales transaction items or sales transaction item details through pricing procedures by using the Advanced Detail Line Pricing feature. With this feature, users no longer need to use custom triggers or flows to update those fields. This feature is useful for amendment, renewal, and cancellation use cases.
Agentforce for Revenue Quote Management: With the new Revenue Quote Management template, your sales reps can streamline quoting workflows and accelerate the sales cycle. This template comes with a suite of advanced Agentforce actions that automate routine tasks like product selection, quote creation, and management, helping sales reps create and update quotes and line items within minutes. By leveraging simple prompts, sales reps can easily create initial, renewal, and amendment quotes. This allows them to respond to customer needs more quickly and accurately, ultimately improving productivity and driving more meaningful customer interactions.
Set Up Revenue Quote Management: To use additional features relevant to quotes, turn on the required features and assign permissions.
Amend a Usage-Based Product: Change the rates, grants, or quantities of an existing asset to reflect new customer agreements.
Apply Contract Pricing When Amending or Renewing: Apply negotiated contract prices or discounts to amendments and renewals to ensure sales reps honor original customer agreements. Maintaining contracts with contract-based pricing includes these negotiated rates in all subsequent lifecycle transactions.
Change Subscription End Dates of Termed Assets: Modify the subscription end date for termed assets during amendments and renewals to lengthen or shorten a subscription's term. This flexibility helps you accommodate evolving customer needs within the Revenue Management asset lifecycle.
Amend Assets with the Managed Asset Viewer: To meet changing customer needs and optimize revenue, use the asset lifecycle amendment action to modify products your customers purchased. The Managed Asset viewer on your Account or Contract page initiates these changes directly within the asset lifecycle.
Changing Subscription End Dates of Termed Assets Considerations: Understand the requirements and limitations for modifying subscription end dates during amendments and renewals. Familiarizing yourself with these rules helps you accurately lengthen or shorten a subscription's term to meet evolving customer needs.
Usage-Based Assets: Manage rates, grants, and quantities throughout a usage-based asset's lifecycle. Choose whether renewal quotes carry forward negotiated terms or use current catalog values.
Amendment, Renewal, and Cancellation Scenarios: Explore complete amendment, renewal, and cancellation examples from the initial asset state through order decomposition, fulfillment, and billing.
Anchor Product with Monetary Commitments: In a monetary commitment, your customer agrees to spend a specific dollar amount, for example, $1,000 per month. Monetary commitment products are used when your customer wants a discount on the overall spend and doesn’t want the discount to be tied to a specific resource type, such as SMS or storage.
Anchor Product with Quantity Commitments: In a quantity commitment, the customer agrees to consume a specific number of units for a specific resource, for example, 100 GB of storage or 10,000 API calls.
Asset Cancellation Example: Trace an asset cancellation to see how the asset is retired and billing stops.
Manage Asset Lifecycle in Revenue Management: Track purchased products and services to provide excellent support and build your business relationships. Amend assets to meet changing customer needs, renew them for uninterrupted service, and cancel assets that you no longer require.
Asset Lifecycle Considerations: This topic details known limitations for the Asset Lifecycle features of Transaction Management.
Honor Precise Time Zones in Asset Lifecycle Start and End Dates: Specify exact time zone precision for asset lifecycle start and end dates to meet detailed contract requirements and manage complex global subscriptions. Time resolution makes sure that asset state periods (ASPs) and subsequent amend, renew, cancel, transfer, and swap operations start and end exactly as specified, providing parity for noncontiguous changes.
Asset Swap Example: Trace a product swap to see how Revenue Cloud replaces one lifecycle-managed asset with another and orchestrates both sides of the change.
Asset Transfer Considerations: Familiarize yourself with the requirements and limitations for moving assets between accounts to ensure data consistency and compliance. Reviewing these constraints helps you manage quantities, price books, and product types correctly during the transfer process.
Update Assets to Reflect Changes by Using Flows: Update your assets after completing amendment, renewal, or cancellation changes to your quotes or orders. This process ensures that your assets accurately reflect modifications made to the asset lifecycle.
Turn On Auto-Refresh for the Sales Transaction Line Editor and Transaction Summary: Keep your sales reps focused on closing deals instead of reloading pages. To turn on auto-refresh for Sales Transaction Line Editor (STLE) and Transaction Summary, set up Change Data Capture for the quote and order objects. The auto-refresh feature captures changes made outside STLE, including record pages, flows, Apex triggers, and Agentforce actions. After it's turned on, sales reps see accurate line items right away, helping them work with confidence and complete quotes and orders faster.
Automate Asset Creation from Orders: To ensure assets related to an order remain current, use flows to create and update them. When you activate Revenue Management orders, create a record-triggered flow that invokes the Create or Update Asset from Order flow action. Customize the flow or add more conditions to perform other actions.
Backdate Asset Transactions: Apply an amendment, renewal, or cancellation to an asset with a past effective date so that the asset reflects the change from the date it took effect.
Basic Example of Ramp Deals for Groups: See how sales reps can structure a simple, multiyear deal with phased rollouts, segment-specific pricing, and consolidated assets.
Before you Begin: Complete these requirements before configuring your extended transactions:
Cancel Assets with the Managed Asset Viewer: To optimize revenue and manage your product lifecycle, use the asset lifecycle cancellation action to terminate purchased products. The Managed Asset viewer on your Account or Contract page helps you to initiate cancellations and make sure that your records accurately reflect your business relationships.
Clone Quotes and Orders: Duplicate quotes or orders along with their associated line items and groups to save time and ensure data consistency. Cloning reduces manual entry errors by creating an exact draft replica of a source record while leaving the original unchanged.
Transaction Management Features: Manage common Transaction Management features across all sales transaction records for your business. Review these configurations to unify pricing, tax, and currency settings across your organization.
Configure Header-Level Action Buttons in Sales Transaction Line Editor: To provide an intuitive experience for sales reps, you can customize the placement and sequence of action buttons in Sales Transaction Line Editor (STLE). Choose which actions appear as standalone buttons, button groups, or menu items in a dropdown list.
Considerations for Syncing Quotes and Opportunities: Get to know the data differences between quotes and opportunities before you sync quote line items to an opportunity. These differences determine how the quote to opportunity sync handles bundle products, attributes, and term-defined items. Review these behaviors to ensure data consistency between your quotes and related opportunities.
Usage Selling Assets Considerations: Understand the limitations and behaviors of usage-based assets before setting up or selling usage products. Reviewing these requirements ensures accurate grant management, consumption tracking, and account binding throughout the asset lifecycle.
Use Consumer Price Index for Automated Renewal Price Uplifts: Automate the calculation of renewal price increases by using the consumer price index (CPI) and additional negotiated price uplift. With this feature, your pricing keeps pace with market conditions and maximizes your high-margin annual contract value (ACV).
CPI and Renewal Price Uplift Considerations: Familiarize yourself with the supported product types, field behaviors, and system logic for applying Consumer Price Index (CPI) and renewal price uplifts. Understanding these constraints ensures accurate pricing calculations during asset renewal and helps you determine where uplift data appears in the price waterfall.
Contract Management Essentials: Understand the components of Revenue Management contracting to organize customer assets efficiently and maintain accurate pricing agreements throughout the business relationship.
Set Up Contract Pricing Extensibility: Define unique Contract Item Price (CIP) records by using custom fields to bypass default uniqueness checks and record validations. This extensibility helps your business to set flexible contract pricing based on custom parameters that match your specific organizational needs.
Control Access to States and State Transitions: Create custom permissions to restrict or grant access to order states and transitions for specific user groups. Assigning these permissions ensures that only authorized agents move an order to its next supported stage in the fulfillment process.
Considerations for Contract Cotermination: Review the limitations and requirements for aligning subscription end dates with contract end dates to ensure successful sales and renewal processes. Reference these specifics when you build or troubleshoot transactions that use cotermination.
Coterminate Subscription Assets with Contract End Dates: Synchronize subscription end dates with their corresponding contract end dates to improve accuracy and efficiency in sales and renewal processes. Cotermination reduces manual mistakes, simplifies renewals, and minimizes administrative tasks associated with managing subscription lifecycles.
Create a Procedure to Get List Prices for Product Discovery: Use the Product Discovery Pricing Procedure template to create a pricing procedure that fits your company's needs. The Pricing Procedure is used to determine and populate pricing information for Product Discovery.
Create Asset Contract Relationships: Manually link assets to a contract to track which products-specific customer agreements govern. Creating these relationships helps you to review contract details or open related contracts directly from an asset record.
Manage Contract Prices or Discounts Manually: Sales reps manually specify contract prices or discounts when they create a contract. When you create contract item prices and price adjustment schedules, the system applies the negotiated pricing and discounts to future business transactions.
Create a Contract and Application Usage Assignment: Set up a contract to centralize the management of your customers' assets and establish negotiated pricing by assigning a Revenue Management lifecycle usage tag.
Add a New Contract Button: Help your sales reps create contracts directly from finalized records by using the New Contract button on the Quote or Order pages. This configuration streamlines the sales process by automatically copying essential details, such as the account name and start date, from the source record to the New Contract.
Automate Contract Creation from Quotes and Orders: Use flows to automatically create contracts from a quote or an order. Create a flow that invokes the Create Contracts from Quote flow action when Revenue Management quotes are changed to Accepted status. You can also add more conditions or customize the flow to perform other actions. Create contracts from orders by using a similar flow.
Implement an Object State Definition for Order Lifecycle Management: Establish the foundation for managing an order through its lifecycle by defining object state values and valid transitions. Object state definitions help you to control the progression of orders and establish a clear fulfillment process within Revenue Management.
Create Object State Values for Order Lifecycle Management: Define the possible states for the order object to establish the stages of your order lifecycle. Ensure the name of your object state values exactly match the API names of your order status picklist values to maintain data integrity.
Create an Order: Skip the quotation and approval phases for straightforward transactions by generating an order record directly. This process enables you to manage sales that require immediate fulfillment without preliminary quote documentation.
Create an Order from a Quote: Convert an accepted quote into an order with one click to synchronize product, quantity, pricing, and tax data. By using this process, the order record automatically inherits these details directly from the quote record.
Create a Quote Template with Document Builder: Design a template that defines how information appears in quote documents. Use the template to generate customized quotes for your customers. Start with the default quote template or a blank template, and add standard Document Builder components that contain relevant quote details.
Build a Quote for Usage-Based Products: Create quotes for usage-based products that meet your customer’s needs. Review the resources included with the product, including the granted quantity and rates.
Create a Quote: Discover and price products for your customers by creating quotes directly in Revenue Cloud. These records help you organize product selections and apply pricing logic before finalizing a transaction.
Ramp Deals for Usage Products: Use ramp deals for groups for usage products to break down a long-term deal into smaller time-based segments.
Calculate Cumulative Quantity Pricing for Contractual Discounts: Motivate larger purchases by aggregating product quantities across transactions and active assets to apply accurate negotiated price or discount tiers. This approach combines quantities from quote lines with existing active assets to make sure that the system applies the correct tier based on total purchase volume over time.
Required Fields and Related Lists for Transaction Management: Configure your page layouts by adding the fields and related lists necessary for your users to manage revenue transactions effectively. These additions make sure that sales reps can access critical quotes and order data directly from the records they use most.
Pricing Customization for Different Transaction Types: Link custom fields to different pricing procedures to show unique prices based on the transaction type. For example, B2B customers receive volume discounts while B2C customers see standard pricing.
Add and Customize the Transaction Line Editor or Sales Transaction Line Editor: To help sales reps to view and manage quote and order line items efficiently, add the Transaction Line Editor or Sales Transaction Line Editor (STLE) to the page layout and customize the fields that the editor shows. We strongly recommend using STLE because its streamlined, single-grid layout improves performance at scale and provides access to the latest capabilities in Transaction Management. The Transaction Line Editor remains available, but it’s no longer being enhanced.
Customize Transaction Summary: The Transaction Summary component shows a snapshot of key financial details from quote and order records. It provides a scannable overview of pricing, discounts, and total amounts to help users verify transaction accuracy before processing.
Differences Between Calculation Status Field and Validation Result Field: Map the Calculation Status field and Validation Result field to specific tasks within your pricing and orchestration engine to maintain an effective transaction lifecycle and avoid inaccurate business decisions. While both fields track transaction states, each serves a unique purpose based on your business requirements.
Capture Signatures on Web and Mobile App: Add a digital signature to a quote PDF in the office or in the field. Signatures help make quote PDFs legally binding and professional. Capture signatures on the web or in the Salesforce mobile app.
Document Generation for Quotes: Create formatted quote documents that meet your business and customer requirements. Revenue Cloud supports three document generation options: legacy quote PDF generation, Document Builder, and CLM Document Generation. Choose an option based on the document experience, scale, and features that your business requires.
Early Renewal of Ramped Assets: You can renew one or more ramped assets before their scheduled end date to lock in pricing, consolidate contracts, or restructure a large upsell. Early renewal generates cancellation credits for the uncharged portion of the terminated segments and produces a new system-generated ramp structure on the renewal quote.
Einstein Gen AI for Quotes: Einstein Generative AI provides automated overviews and personalized communication to streamline the quote management process. Sales representatives use these features to understand deal status and share proposals with customers efficiently.
Secure Data Access for Pricing with Elevated Permissions: Protect sensitive data from unauthorized access and have business continuity during sales transaction pricing. This feature helps sales users to price quotes and orders without needing field-level security (FLS) to query, view, or modify the underlying sensitive fields.
Use Lot-Based Renewals to Preserve Original Prices: To honor existing prices at renewal time, use lot-based or As-Is renewals to renew asset lot quantities at their original purchase prices. For example, if a sales rep sells an asset across multiple transactions, a lot-based renewal includes both the initial sale and subsequent amendments. The system applies a price uplift individually to each lot based on the renewal uplift.
Example: Automate Order Submission for Fulfillment: Create a record-triggered flow to submit Revenue Management orders to Dynamic Revenue Orchestrator automatically when users activate the orders. Automation makes sure that all eligible records enter the fulfillment pipeline immediately upon meeting specified status criteria.
Example: Extract Products from Opportunity Descriptions: The sales team at QuantumBit wants to streamline quote creation because critical product and pricing discussions often remain buried within the unstructured text of opportunity description fields. To resolve this issue, the Transaction Management Salesforce admin uses the Extract Product Mentions prompt template to automate the identification of these key details. By creating a custom Flex prompt template and deploying it as an agent action, the Salesforce admin enables sales reps to extract product names, quantities, and attributes directly from the opportunity description to expedite the quoting process.
Configure Extract Product Mentions Template: Use the Extract Product Mentions template to identify products and quantities from emails, Slack messages, or call summaries. This automation eliminates manual data entry by extracting product names, quantities, and attributes directly into quotes or transactions.
Future-Dated Amendment Types and Results: Familiarize yourself with the various types of future-dated amendments and their impact on your asset records. Understanding these behaviors ensures that you accurately manage upsells, reductions, and attribute changes within your asset lifecycle.
Field and Price Amendment Considerations: Familiarize yourself with the specific requirements for using Field Amendments and Price Amendments to update asset details and adjust pricing effectively. Understanding these technical mappings and supported fields helps you accurately reflect amendments in asset state periods (ASPs) and audit trails.
Manage Assets with Field and Price Amendments: Update asset details and adjust pricing without changing quantities, attributes, or bundle configurations by using Field Amendments and Price Amendments. Use Field Amendments to modify standard and custom fields, such as billing frequency. Use Price Amendments to update the Sales Price on quote lines or the Unit Price on order lines.
Manage Product Visibility with Filters: Use predefined and advanced filters to control which quote or order line items appear in the line editor. Filtering helps sales representatives manage complex quotes by focusing on specific product groups or line item statuses.
Asset Renewal Automation Templates: Prebuilt flow templates automatically create renewal opportunities for forecasting and renewing assets. Customize these templates to meet specific business needs before activation.
Foundational Setup for Quotes and Orders: Execute these configuration procedures to optimize quote and order performance within Salesforce Revenue Management (formerly Revenue Cloud). Prioritize the setup of the Transaction Line Editor, refine all pricing logic, and stabilize API invocation protocols to ensure seamless system integration.
Future-Dated Changes: To adjust assets that have scheduled future transactions, such as upsells, downsells, renewals, transfers, swaps, or attribute changes, use the Managed Asset viewer. This process updates assets that have more than one subsequent future-dated change recorded as an asset state period (ASP).
General Procedures: Manage products and optimize revenue across your organization by using the asset lifecycle amendment, renewal, and cancellation actions. Use the Managed Asset viewer on your Account or Contract page to initiate these lifecycle changes.
Grant Binding: Grant binding determines how the grants of resources contained in an asset are pooled and consumed. In simpler terms, the binding decides whether a purchased service (like 1,000 text messages) is related to a single asset or shared across a wider group, such as an organization or a specific contract.
Set Up Header Adjustments: Configure header adjustments to help your sales reps to apply discounts to an entire quote or order. Use the Discount Distribution Service (DDS) element in your pricing procedures to support this feature.
Apply Header Adjustments to Quotes and Orders: Provide amount and percent discounts or override the total amount for an entire quote or order. Transaction Management automatically distributes these discounts equally or proportionally among line items based on your selected distribution method. The price waterfall shows the specific discount applied to each line item to ensure pricing transparency.
Add an Order Application Usage Type Automatically in Revenue Management: Simplify order creation by using an Apex trigger to populate the Application Usage Type field . This field establishes the application context for the record. For all new orders, it creates an AppUsageAssignments record of type RevenueLifecycleManagement.
Modify Activated Orders Before Fulfillment in Revenue Management: Use in-flight amendments or supplemental change orders to modify existing orders after activation but before fulfillment. This feature captures changes in a linked order to establish a unified order view, streamline order modification, and improve accuracy.
Invoke the Place Sales Transaction API in a Flow: Invoke the Place Sales Transaction (PST) API to create, update, and delete quotes and orders and price their related products and services. Before you can invoke the action, create and set the values of an Apex-defined variable to use as the graph input for the action. You can use the other inputs to configure how Salesforce prices and validates the quote or order. The action returns the ID of the sales transaction as well as status information.
Transaction Management Considerations: Review essential requirements and behaviors before using Transaction Management to manage your quotes and orders. Understanding these configurations, including page layout updates, pricing synchronization, and field permissions, ensures accurate transaction processing and data integrity.
Transaction Management Limits: Review the record, attribute, and bundle limits for Transaction Management to make sure that your quotes and orders remain within supported thresholds. Understanding these technical specifics helps you optimize performance and avoid process timeouts during asset lifecycle operations.
Amending, Renewing, and Canceling Assets: Use Revenue Management (formerly Revenue Cloud) to manage the products or assets that your customers purchase. With this feature, your sales reps can amend, renew, or cancel assets to meet the needs of your customers.
Contract Pricing Agreements: Negotiate and apply customer-specific prices and discounts to future business transactions by creating contract item prices and adjustment schedules. Managing these agreements makes sure that your sales reps honor negotiated rates consistently across quotes and orders.
Contracts in Revenue Management: Use contracts in Revenue Management (formerly Revenue Cloud) to organize and manage customer assets, products, and services throughout their lifecycle.
Manage Orders in Revenue Management: Orders signify a formal agreement between your business and the customer, detailing the products, services, and pricing. Learn how to create and manage orders effectively.
Set Up Transaction Processing for Complex Product Configurations: To handle complex product configurations, increase the number of product attributes that a sales transaction can support. To control performance, you can also specify the number of records processed in a single transaction.
Map Custom Fields in Context Service: Use Context Service to map custom fields across definitions to make sure that values persist during transactions. If you don’t map custom fields to their corresponding attributes, you can’t update those fields on records.
Advanced Filter Operators: Select an operator to define how the system evaluates field values. Available operators vary by the field's data type.
Order Lifecycle States and Transitions: Familiarize yourself with the specific states and transitions used to manage an order through its lifecycle. Use this example and the accompanying object state definitions to configure valid status changes and establish clear fulfillment milestones in your Salesforce org.
Order Lifecycle Management: Define the possible states and transitions for an order by using order lifecycle. For example, define states such as Submitted, Processing, and Fulfilled. Then specify that an order state changes from Submitted to Processing and from Processing to Fulfilled.
Order Submission to Dynamic Revenue Orchestrator: Submit sales transactions to Dynamic Revenue Orchestrator (DRO) for fulfillment by using the Submit Sales Transaction invocable action in flows or Apex classes. Automating this process via record-triggered flows makes sure that all eligible records enter the fulfillment pipeline immediately upon meeting specified criteria. Customizing order page layouts to include Orchestration Plan and Orchestration Submission Status fields provides users with real-time visibility into the fulfillment progress.
Product Discovery Lightning Components: Product Discovery provides Product List, Product Details, Product Bundle Details, and Product Attribute Details components that you can add to pages on supported Salesforce Lightning Apps and Experience Cloud sites. To provide easy access to these components, some Salesforce Apps also use a tailored version of these components.
Product Discovery Setup: To populate the information that users see when they use Product Discovery, select a context definition, and if necessary, select a qualification procedure and a pricing procedure.
Add Product Variations in Quotes and Orders: Sales reps can search for and add specific product variations to a quote or order by using Browse Catalog or Quick Add. After adding a variation, such as color or size, the side panel includes its attributes. Sales reps can switch to a different variation by using the change action.
Considerations for Custom CSV Template: Download and review the default CSV template headers to determine if a custom version is necessary. If you use custom templates, adhere to these requirements.
Considerations for Customizing the Quote Line Item Import Flow: When users select import lines, Transaction Management uses a flow to provide options for downloading a CSV template and uploading a CSV file for processing. Review these requirements and limits to customize the import flow effectively.
Custom CSV Templates for Quote Line Item Imports: Customize the import process to meet specific business needs by creating a custom CSV template. Custom templates support the addition of unique fields while maintaining the structure required for data processing.
Quote Line Item Import Extension: The default import setup supports data entry for standard, commonly used fields. Customize the import process to meet unique business requirements by adding custom fields, modifying the import flow, or changing the processing logic.
Considerations for Creating a CSV File: Familiarize yourself with recommendations, supported products, required fields, and limits before creating your file.
Import Quote Line Items from a CSV File: Create quotes faster by importing quote line items from CSV files. After the import completes, configure the products and view the prices.
Quantity Amendment Example: Explore a quantity increase (upsell) to see how the updated asset, fulfillment, and billing schedule reflect the change.
Manage Sales Transactions in Revenue Management: Transaction Management is a core component of Revenue Management (formerly Revenue Cloud) that streamlines and automates the entire sales process, from quoting to order capture.
Set Up Quote Summaries: Set up Einstein Generative AI and configure quote page layouts to provide sales reps with digestible quote overviews. By using customer data, Einstein summarizes records so reps quickly see the current state of a deal, customer, or prospect for approval.
Set Up Quote Emails: Use Einstein to help your sales reps draft emails to share quote proposals with their customers.
Quote Line Item Imports: Importing quote line items from a CSV file accelerates the quoting process by eliminating manual data entry for large volumes of products. Revenue Management uses Transaction Management components to process these imports, ensuring data consistency across multiple product types and currency models.
Quote Management Lifecyle: Sales representatives use quotes as preliminary offers to propose products and pricing to customers. This lifecycle involves discovering products, entering quote details, and managing revisions before converting a final proposal into an order.
Map a Flow to Capture Quote Line Pricing on Contracts: Configure a flow to generate contracts from quotes automatically, helping sales reps to capture negotiated prices and discounts as contract item prices. This automation simplifies the contract lifecycle by giving users the choice to include quote line details or create a contract without specific pricing records.
Quotes and Orders in the Revenue Management: Quotes serve as preliminary offers to propose products, services, and their pricing to customers. Sales representatives and partners create and revise multiple quotes before finalizing an order. Orders establish a formal agreement between the business and the customer by detailing the specific products, services, and pricing.
Set Up Ramp Deals with Standard or Compound Price Uplifts: Salesforce admins configure either standard or compound price uplifts for ramp schedule groups so sales reps can quote multi-year deals. The uplift type selection determines a flat annual increase or an increase that builds on the prior segment's net price. Compound uplifts match how many enterprise customers negotiate multi-year contracts. They keep pricing transparent for approvers and remove the manual steps that lead to quoting errors and forecast drift.
Create Ramp Deals with Standard or Compound Price Uplifts: Ramp deals break a multi-year contract into segments so that price, quantity, and terms can change over the life of the deal. Standard uplifts apply to the original list price, which works well for predictable contracts. However, many enterprise customers negotiate agreements where the annual increase applies to the prior year's net price rather than the list price. Compound uplifts reflect the growing value of a subscription over time and are common in multi-year contracts.
Manage a Ramp Deal: After you create a group ramp schedule, use these actions to manage segments and lines.
Ramp Deal Structure for Groups: Ramp deals contain time-bounded segments with distinct pricing, quantities, and discounts. The active structural mode dictates how you organize them.
Ramp Deals in Revenue Management: Use ramp deals for groups to break down a long-term deal into smaller time-based segments, each with different products, quantities, discounts, and price uplifts.
Build Ramp Deals: Learn how to build structured ramp deals for your groups based on your organization's administrative settings. Depending on your configuration, you can use a single global schedule per transaction or build multiple custom schedules.
Renew Assets with the Managed Asset Viewer: To optimize revenue and manage products efficiently, use the asset lifecycle renewal action. The Managed Asset viewer on your Account or Contract page initiates these renewals directly within the asset lifecycle.
Renew Expired Assets: To maintain customer relationships and close deals faster, renew assets and subscriptions after their original end date. Enabling late renewals and trial extensions provides flexibility when customers want to repurchase products.
Renew Expired Usage-Based Assets: Continue a customer's subscription after a usage-based asset expires by setting a new renewal term and negotiating rates and grants.
Renew Usage-Based Assets Early: Change pricing on an active usage-based asset before the asset's end date by setting a new renewal term and negotiating rates and grants.
Negotiate Price Uplifts for Subscription Renewals: Apply renewal price uplifts to subscriptions, including adjustments based on the Consumer Price Index (CPI). Sales reps negotiate renewal price uplifts during the initial sale and modify uplift percentages on assets and line items during renewals to ensure accurate pricing and maintain data integrity.
Reprice All for Quotes and Orders: Refresh and validate prices across an entire transaction by recalculating all quote or order lines.
Retain Negotiated Rates and Grants on Renewal: To keep a customer's negotiated usage terms on a renewal quote, set the asset's Pricing Source to Last Transaction before renewal. This configuration applies separately to each asset. If Pricing Source is blank or uses catalog pricing, the renewal quote uses active catalog rates and grants.
Transaction Rollbacks Considerations: Understand the requirements and limitations of the rollback feature to reverse the most recent transaction on an asset. Familiarizing yourself with these rules ensures data integrity and helps you determine when a transaction is eligible for reversal.
Roll Back the Last Transaction for an Asset: To reverse the most recent future-dated amendment or renewal due to errors or changes in customer plans, use the Rollback feature. This action restores the asset to its original state, eliminating the need for complicated manual workarounds.
Manage Quote and Order Lifecycle Actions: Sales representatives use specialized actions to duplicate records, adjust pricing, and apply negotiated terms to streamline the transaction lifecycle. These tools ensure consistency across proposals and help sales reps manage complex customer requirements efficiently while reducing manual entry errors.
Saving Usage Rates for Quotes and Orders: Automatically save current usage rates by generating rate card entries when you save a quote or order. This process helps maintain rate consistency during the sale, even if the product catalog is updated later.
Select Fields for the Line Editor: Select line-level fields, group fields, and related record fields in the Display Columns to manage which fields appear in the line editor.
Sell Commitment-Based Usage Products: For selling commitment-based usage products, a sales rep must follow a three-step process—creating the anchor product, creating the commitment product, and linking the anchor and commitment products together.
Add the Managed Asset Viewer Page Layouts: To view a consolidated list of lifecycle-managed assets, add the Managed Asset Viewer to your account and contract record pages. The Managed Asset Viewer shows standalone and bundled assets. Users expand bundled assets to view the bundle hierarchy and edit data within the viewer or through a side panel.
Add Usage Components to Usage Object Record Pages: To track consumption, rates, and grant balances, you can use a consolidated view for an object record page. You can also clone the view for your objects in a different app, such as Rate Management.
Set Up Contract Features in Revenue Management: Revenue Management offers capabilities for sales reps and partners to manage contracts. These features ensure data consistency by automatically pulling account and date details from source quotes or orders.
Set Up Document Builder for Quotes: Turn on Document Builder to begin creating customized, dynamic quote templates that align with your business practices.
Set Up Asset Lifecycle Flows: To streamline asset management through their lifecycle and optimize revenue, select a default flow for your assets from the Revenue Settings page. Adding an amend, renew, and cancel flow saves time and money by automating the transition of products through different lifecycle stages.
Multiple Currencies for Transactions: Turn on multiple currencies to help your users to transact in different global units. The system uses the currency code in the Quote or Order Currency fields to determine the transaction's currency.
Quote to Order Conversion: Convert quotes to orders to ensure pricing, product, and tax details transition into your fulfillment and billing workflows. One-click conversion or advanced quote-splitting helps your sales reps maintain data integrity across Revenue Management while segmenting orders based on specific business needs.
Set Up Price Amendments: Sales reps can set a new price when they amend an asset instead of applying only a discount amount or discount percent.
Configure Product Discovery Settings: Select the context definition, qualification procedure, and pricing procedure to populate the information that users see when they use Product Discovery. After you enable qualification and pricing procedures for Product Discovery, you can enable or disable them for the Product List, Product Details, or Product Bundle Details components.
Begin Using Transaction Management: Transaction Management simplifies subscription lifecycles while ensuring the integrity of all sales transactions. You can tailor the Revenue Management (formerly Revenue Cloud) experience by using permission sets and setup instructions to give each user precise access to the features they need.
Manage Quotes in Revenue Management: Run these configuration procedures to optimize the quote management lifecycle and document generation within Revenue Management. Prioritize the setup of quote line item imports and opportunity synchronization to accelerate record creation while maintaining data alignment across your sales pipeline. By stabilizing these foundational dataflows, you make sure that complex elements like bundles and attributes transition accurately from preliminary offers to finalized orders.
Set Up Quote Line Items Import: Turn on the Import Quote Line Items setting and create a Data Processing Engine definition to perform bulk quote creation from CSV files.
Set Up Usage-Based Product and Services: The first step to sell usage-based products is to set up the product structure, its resources, and setting up the grants provided with the sellable product.
Set Up Usage Selling in Revenue Management: Before you begin selling usage-based products and services, make sure that you’ve completed the required set up. You must define usage products, resources, and the grants, commitments, and entitlements offered with the products. Define policies that govern these products and services. Then, set up rates for each of these products and services.
Specialized Asset Considerations: Revenue Management allows you to modify assets with scheduled future transactions, such as upsells, renewals, or swaps, by using specific amendment types. Sales reps can meet precise contract requirements and manage global subscriptions by using exact time zone precision to establish accurate asset state periods. Additionally, users can negotiate and track changes to catalog or negotiated rates and grants through an asset-level audit trail during amendments and renewals
Specialized Transaction Types: Streamline sales operations by transferring asset quantities between accounts or swapping products while maintaining accurate audit trails and relationship labels. Use lot-based renewals to honor original purchase prices across multiple transactions and apply price uplifts to individual lots. You can also renew expired assets and subscriptions by choosing new start and end dates, providing flexibility for late renewals and trial extensions.
Split Quotes into Multiple Orders: Unlock greater flexibility in your sales process by creating multiple, independent orders from a single quote. Segmenting a quote helps streamline downstream operations, such as fulfillment, billing, and invoicing. For example, create separate orders by using quote groups or quote line fields like shipping locations, recipients, or start dates.
Considerations for Creating Multiple Orders from a Quote: Familiarize yourself with these limitations and functional behaviors that use the Advanced Order Creation From Quote feature to create multiple orders from a single quote. This information helps you determine when to use the API versus the user interface and how the system handles pricing and bundled products during the split process.
Generate a Quote or Order from a Contract: Create quotes or orders from an active contract with contract-based pricing to include negotiated contract prices in your new transaction. Sales reps use existing contract-based pricing to ensure financial accuracy for specific customers.
Swap Assets: To maintain accurate records and streamline your sales process, use specific asset actions to capture the relationships between swapped-out and swapped-in assets.
Swap, Upgrade, and Downgrade Amendments Considerations: Familiarize yourself with the requirements and restrictions for processing swaps, upgrades, and downgrades as specialized types of amendments. Understanding these constraints ensures accurate lifecycle management and prevents transaction errors during asset modification.
Anchor Product with Token Commitments: A token acts as a virtual currency, such as Flex credits or Salesforce credits. In the token-commitment model, your user purchases a quantity of tokens that has a standard conversion rate to a dollar for each service, such as SMS and data.
Transfer Assets Between Accounts: To maintain compliance and streamline operations, your users can move asset quantities, product licenses, or subscriptions between different accounts or contracts.
Enabling Revenue Settings: Give your users access to Transaction Management. Also, enable optional features to enhance the sales experience for your reps.
Set Up Rates for Usage-Based Products: When you sell a usage-based product, the rate definitions and the rating discovery procedure that you set up in rate management retrieves the rate for these products. These rates are available with the product details when you browse the product catalog.
Anchor Product with Packs: An anchor product represents the primary usage-based product, such as QuantumBit Database Service. A pack is an add-on product that provides additional quantities of resources or offers different rates for the resources, such as a top-up or booster pack. For a pack to function as a top-up for the anchor, you must either bind the pack to an anchor or bind both the anchor and the pack to the same binding target, such as the same account.
On-Time Renewals: An on-time renewal starts a new term immediately after the current term ends, without a gap between terms.
Sell Usage-Based Products: Sell products that are billed based on the consumption. When you create quotes and orders, you can view, edit, and reprice the rates, commitments, and grants for resources included in the usage-based products to fit your deal.
Usage Selling Advanced Concepts: Determine the scope of resource pooling with grant binding, and manage resource consumption and rating using anchors and packs. You can also define drawdown logic, rate applicability rules, and discounted commitment models.
Configure Record Sharing and Sharing Rules for Usage Selling: For users to access the data created by usage designers or catalog admins, Setup record sharing for all usage-related objects. This configuration is crucial for the seamless execution of usage selling processes within Salesforce.
Use the Default Revenue Management Pricing Procedure: While you can create custom pricing procedures, we strongly recommend using the predefined versions. These predefined procedures bring consistency to your org and deliver accurate calculations.
Set Up Delta Pricing: Improve large transaction performance by enabling Delta Pricing to recalculate only modified quote or order lines and their dependencies.
Set Up Tiered Contract Pricing: Negotiate prices and discounts based on purchase quantities to encourage larger sales and apply customer-specific adjustments to ongoing transactions. Managing these agreements helps you to create volume tiers against a contract item price record and view the calculations in the net unit price waterfall.
User Experience and Customization: Personalize the sales and partner experience by customizing Transaction Management visual elements and actions. Use these steps to refine the interface and streamline workflows.
View and Edit Orders in Revenue Management: The order page lists product and pricing details. Use this workspace to add, remove, and manage products within your transactions.
View and Edit Quotes in Revenue Management: Use the Transaction Line Editor or Sales Transaction Line Editor to add, configure, and price quotes in Revenue Management (formerly Revenue Cloud). These editors provide a centralized workspace to manage product selections, apply discounts, and verify pricing details before final submission.
Manage Assets in Revenue Management: To track and oversee your purchased products, use the Assets tab on account and contract pages to view and edit asset records. From this centralized view, you can perform essential lifecycle tasks like changing renewal terms or enabling auto-renewal. Transaction Management copies the auto-renewal status to subsequent stages, such as copying the status from a contract's assets to corresponding quote line items.
View and Manage Assets in Revenue Management: Use the Assets tab on account and contract pages to track and oversee purchased products and services. This centralized view helps you to perform essential lifecycle tasks, such as changing renewal terms or enabling auto-renewal.
Zero-Quantity Quote Detail Lines Considerations: Zero-quantity quote detail lines appear when the lifecycle transaction state must be preserved even though the effective quantity for a period equals zero.
Ramp Deals for Groups Examples: Explore the following examples to see how ramp deals scale from basic, single-schedule configurations to advanced, multi-schedule scenarios.
Rate Management Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of Rate Management concepts and helps them navigate the Rate Management landscape.
Record Alerts: Record Alerts help users decide what needs attention now or soon. Salesforce users can scan records for notifications that show information from your system or from alerts that are stored in Salesforce. You can create custom severity values for alerts and group similar alerts together.
Grant Access to Record Alerts: Give your Salesforce users access to the Record Alert object and make sure they have access to the objects on which Record Alerts can appear.
Customize Record Alerts With FlexCards: Salesforce uses Omnistudio FlexCard components to display alerts on record pages. Customize your alert FlexCards to give users clickable actions that change based on the information on the card.
Assign OmniStudio Permissions to Users: Give your Salesforce users access to OmniStudio so they can create and execute FlexCards and Integration Procedures.
Create a Record Alert Data Source: Create a data source with record type Business Rules Engine. A Business Rules Engine data source allows a record alert to show in the Alert Flexcard when a record alert is created based on the Business Rules Engine logic.
Set Up Record Alert Categories: Use categories to organize Record Alerts by priority, severity, or type when they appear for the user.
Create a Record Alert: You can generate Record Alerts from data within Salesforce or from an external system.
Create a Record Alert Expression Set: Using Business Rules Engine, build an expression set that triggers the Record Alert Template to show when a record meets the conditions in the expression set. You can also limit showing the alert only to users with a certain profile or role using the Get User Data element.
Create Record Alerts from Salesforce Objects: You can create record alerts based on data in Salesforce. Create alerts using the Record Alert object, or use Business Rules Engine to create alerts based on specified criteria.
Create a Record Alert Template: Create a record alert template that shows in the Alerts FlexCard when a record meets the conditions in the record alert expression set.
Confirm Permissions and User Access: Confirm that the Data Consumption Framework for Record Alerts permission is turned on and provide access to your users.
Show Alerts from Your External System: Turn on the setting to retrieve alerts from your external system using Data Consumption Framework for Record Alerts. Then display the alerts on the Alerts FlexCard component.
Set Up the Record Alert Data Source: If you're including alerts from data in an external system, work with your developer to create an Apex class that makes those alerts available to Record Alerts. Then configure the Record Alert Data Source in Record Alert Settings to reference the Apex class.
Localize Record Alerts: When you localize record alert subject lines, descriptions, and categories, users can view Record Alerts in their preferred language.
Create an Object Field Alias: Create a field alias for the field that triggers the record alert in the expression set. To use object fields as variables in expression sets, the fields must have field aliases defined.
Where Can I Use Record Alerts?: Record Alerts are supported on custom objects and a number of standard Salesforce objects.
Set Up Record Alerts: Set up the components required for Record Alerts, including OmniStudio FlexCard components and integration procedures, custom severity values, and alert categories.
Create Record Alerts Using Business Rules Engine: Use the Business Rules Engine to define the criteria to show a record alert when a record meets specified conditions. To use this feature, first set up the Business Rules Engine.
Customize Severity Values for Record Alerts: Create custom severity values that reflect your company’s preferred severity scale. The default values are Info, Error, and Warning.
Show the Record Alert Tabs: Show the Record Alert Template and Record Alert Data Source Expression Set Definition tabs in Salesforce.
Monitor and Take Action on Record Alerts: Keep tabs on alert notifications that appear in Salesforce records. You can dismiss slerts or snooze them for 24 hours.
Turn on Record Alert Access: Let your users who have access to a What Record see its associated record alerts. Users who have access to a What Record have read access to the Record Alerts associated with the What Record, even if the owner of the record alert didn’t grant the user access to the record alert.
Record Sharing for Rate Management: For runtime users to access the data created by rating designers, managers or catalog admins, set up record sharing for all the Rate Management entities.
Can I Share a Batch Job?: You can share a batch job with other Salesforce orgs. Use change sets, managed packages, and unmanaged packages to share a batch job. Partner and independent software vendors (ISV) can also create and share batch jobs.
Decision Table Capabilities and Limitations: Before you plan and create decision tables in Salesforce, make sure that you’re aware of the capabilities and limitations of decision tables.
Supported Data Types and Operators: Decision tables support specific field types as inputs and outputs. A field’s data type determines the operators that are available for it.
Decision Tables for Developers: Developers in your Salesforce org can employ Decision Tables developer resources to use and extend decision tables.
Custom Object with Product Discount Rules (Example): You can use standard or custom objects to store decision table rules. In this example, an admin creates a custom object to store discount rules for orders. A decision table uses these rules to determine order discounts.
How Many Times Can I Invoke Decision Tables?: You can invoke decision tables up to a maximum of 430,000 times per hour. In addition, you can invoke decision tables that evaluate fewer than 10,000 business rules up to a maximum of 400,000 times per hour. And you can invoke decision tables that evaluate more than 10,000 business rules up to a maximum of 30,000 times per hour. The limits are cumulative for all decision tables in your Salesforce org, and not for each decision table.
Other KPIs References In a Formula: Reference other KPIs as input parameters in a formula, including KPIs of a different time granularity or the total value of a KPI.
Distribute Decision Tables: You can share a decision table with other Salesforce orgs using change sets, managed packages, and unmanaged packages. Independent software vendors (ISV) and partners can distribute a decision table to their customers.
Get Started With Einstein Relationship Insights: Discover critical relationships between people and companies. Identify prospective customers and business opportunities by exploring disparate data sources. Learn about what’s included with Einstein Relationship Insights, what setup we recommend, and how to get ready for your implementation.
Remove Pricing Condition Records for Complex Pricing: Delete old pricing condition records with incorrect IDs from complex pricing condition tables. This step is required only if the you have a trial or an IDO org.
Reset MuleSoft Instance Connection: Resetting the MuleSoft instance connection disconnects the MuleSoft instance from Salesforce, and you’ll no longer be able to view the published integrations in your Salesforce org. After you reset, the deployed integrations are available only in the MuleSoft instance.
Context Service: Use this section for content that is reusable across clouds that use Context Service.
Deploy and Use Analytics for Consumer Goods - Advanced Data Model: Analytics for Consumer Goods - Advanced Data Model gives your sales team actionable insights into your account-level business performance. Sales managers can use the app to increase sales, improve account compliance, identify accounts at risk, and maximize sales rep effectiveness. Sales reps get account-level insights on visits, sales, compliance, and top-selling products.
Deploy and Use Analytics for Consumer Goods: Analytics for Consumer Goods provides sales managers and reps with dashboards that track retail business performance, store compliance, at-risk stores, and top-selling products. Sales reps get store-level visibility into visits, sales, and compliance.
Enable CRM Analytics for Consumer Goods: Before you create an app from the Analytics for Consumer Goods template, enable CRM Analytics in your Salesforce org.
Schedule the Dataflow for the App: The app creation process includes dataflows that import the latest data to CRM Analytics. Schedule the app to refresh every day to ensure that your app uses up-to-date data. The app refresh ensures that the dataflows run in correct order.
Assign a Vehicle to a Rep: Streamline store deliveries by creating vehicle-user assignments for reps. When a vehicle-user assignment is active, no other assignment involving that vehicle or user can be activated. Also, you can add product inventories for vehicles to let reps know the exact inventory. The information about the product inventories help reps meet ad hoc requests from a store.
Get Task Recommendations: Sales managers plan and schedule tasks for visits. To maximize profits and deliver brand value, it’s important to create the right tasks for a visit. Einstein Visit Task Recommendation helps you identify the tasks and the assessment indicator definitions that can be performed on a visit. With a single click, you can schedule tasks and assessment indicator definitions recommended by Einstein. Or, you can choose to review the list and schedule only the most important tasks and assessment indicator definitions.
Einstein Visit Task Recommendations: Einstein Visit Task Recommendations help sales managers and field reps determine which tasks can be performed during a visit. You can create a flow that runs your strategy to recommend tasks. You can also write an Apex class and add it in a flow to get task recommendations.
Implement Record Sharing for Retail Execution: Implement sharing of your private Consumer Goods Cloud object records by using the Salesforce platform sharing mechanisms based on your business process.
Recommend Tasks Using Apex: Create an Apex class to select a list of visits or visit recommendations that Einstein must provide task recommendations for.
Deploy Analytics for Consumer Goods: Before you create an app from the Analytics for Consumer Goods template and use the dashboards, deploy Analytics for Consumer Goods in your Salesforce org.
Set Up Sharing Rules for Retail Stores: Starting Spring ’21, the Retail Store and Account objects share a Master Detail relationship, which allows Retail Store to inherit sharing rules from Account. So, it’s not required to define custom sharing rules separately for Retail Store. We’ve added an attribute, isTopLevelWithMD, to the Retail Store object and made the default sharing model as Controlled by Parent.
Add Inventory to a Vehicle: For an active vehicle-user assignment, delivery reps can see the inventory available in a vehicle if you’ve added inventory to it.
Add Orders to the Retail Store Related List: Add Orders to the Retail Store related list so you can see all the orders that are placed for a store. You can also create orders from the related list. The default fields for the related list are Order ID, Order Amount, and Order Date. You can change the field names to your business requirements.
Add Visits to the Retail Store Related List: With Visits added to the Retail Store related list, you can see all the visit-related information for a retail store. You can also create visits from the related list. The default fields for the related list are VisitID, Visit Date, Visitor, and Visit Priority. You can change the field defaults to your business requirements.
Assign a Vehicle to a Delivery Rep: Assign a vehicle to a delivery rep to create a vehicle-user assignment. A vehicle-user assignment helps you to eliminate assignment-related confusion and ensure smoother and faster deliveries to stores.
Change the Status of a Vehicle User Assignment: When a delivery rep takes an assigned vehicle out for delivery, mark the assignment as Active. When the delivery rep returns the vehicle, mark the assignment as Complete. This way you can ensure that a delivery rep or vehicle has only one active assignment at any point in time.
Create Custom Formula Fields on Consumer Goods Objects: Custom formula fields can help you access and understand data at a glance without any manual calculations. Values in formula fields are automatically calculated based on other fields. You can create custom formula fields on some of the key Consumer Goods objects.
Request a Task Recommendation: Request task recommendations from a visit or visit recommendation record page. You can also request task recommendations when you’re requesting a visit recommendation.
Schedule a Task Recommendation: To add recommended tasks or assessment indicator definitions to a visit, schedule task recommendations. You can schedule recommendations all at once or individually.
Create a Flow to Run Your Task Recommendation Strategy: Create a flow to use as a strategy for Einstein Visit Task Recommendations. If sales managers and field reps have varied requirements for activity recommendations, you can create multiple flows. Sales managers and field reps can select the strategy that fits their requirements.
Set Up Einstein Visit Task Recommendations Using Apex: You can use Apex to select a list of visits or visit recommendations that Einstein must provide task recommendations for. You can then create a flow and add the Apex Class as an Action element.
Use Analytics for Consumer Goods Dashboards: Use Analytics for Consumer Goods dashboards to get detailed insights on your territory, stores, and sales rep performance. Sales managers can use the dashboards to increase sales, improve store compliance, identify stores at risk, and maximize sales rep effectiveness. Sales reps get store-level insights on visits performance, sales, compliance, and top-selling products.
Embedded Dashboards for Consumer Goods Analytics: The Analytics for Consumer Goods app includes dashboards you can embed in Lightning Experience pages. These dashboards provide detailed insights into your store, including account performance, last visit, and the product whitespaces. Your Salesforce admin embeds these dashboards in specific Salesforce pages.
Embedded Dashboards for Consumer Goods Advanced Data Model Analytics: The Analytics for Consumer Goods - Advanced Data Model app includes dashboards you can embed in Lightning Experience pages. These dashboards provide detailed insights into your account, including account performance, and last visit. Your Salesforce admin embeds these dashboards in specific Salesforce pages.
Merchandiser Dashboards for Consumer Goods Analytics: Get actionable insights on store compliance, last store visit, inventory compliance, product performance, and account hierarchy. The dashboards give you easy access to retail execution KPIs that help you perform merchandiser activities effectively.
Agent Topic: Account Compliance: Analyze store compliance by using past visits, audits, and customer tasks to identify ongoing retail execution issues and gaps. This topic helps users track consistency and adherence to promotional, shelf, and display standards.
Agent Topic: Account Performance: Summarize an account’s financial health, retrieve total revenue, analyze performance metrics, and identify top-selling and bottom-selling products within a specified time period. This topic helps users quickly understand sales trends and financial metrics of an account.
Agentforce in Consumer Goods Cloud Mobile App: Agents help sales reps gain key customer insights. They provide valuable information on account revenue, order history, top and bottom-performing products, and compliance data derived from audits. You can work with your agents on a sidebar while using the Consumer Goods Cloud mobile app on your tablet during customer visits. Use platform or custom-built agents to quickly identify upsell opportunities and create personalized sales offerings.
Create a Customer Service Assistance Agent in Retail Execution: Use the standard Employee Agent template to create a Customer Service Assistance agent in Retail Execution. After the agent is created, you can create actions and topics to configure it for the needed use case.
Create an Agent from Retail Execution Visit Assistant Template: Deploy the AI-powered Retail Execution Visit Assistant by using the template in the Consumer Goods Cloud. This agent provides comprehensive account insights, helping you analyze performance, summarize visits, track compliance, and identify upsell opportunities for better decision-making and sales strategies.
Customer Service Assistance: Telesales reps use Agentforce to manage daily customer tasks, such as giving account information, suggesting products to stock and promotions to run, and creating visits.
Agentforce for Retail Execution: Use platform and custom agents on the Consumer Goods Cloud mobile and desktop apps to automate Retail Execution tasks, such as generating account and visit insights, suggesting products and promotions, and creating visits.
Agent Topic: Last Visit Summary: Get a summary of the most recent store visit, including key activities, compliance outcomes, overdue tasks, and associated order data. This topic helps users streamline visit closure and follow-up activities by providing a snapshot of the most recent account interaction.
Limits and Considerations for Retail Execution Visit Assistant: Understand the data volume limits and security considerations while using the Retail Execution Visit Assistant. Salesforce enforces these limits to ensure optimal performance when retrieving and processing data.
Agent Topic: Product Upsell: Summarize product recommendations, personalized sales pitches, and out-of-stock (OOS) analysis based on account history and visit notes. This topic helps users identify growth opportunities and customize their product pitch while in the store.
Set Up Context Passing for Agentforce: Help your agents work faster and with greater accuracy by analyzing contextual data in the Consumer Goods Cloud mobile app. You can define how the app builds and sends this context by setting up process and business logic contracts in your customization project.
Retail Execution Visit Assistant: The Retail Execution Visit Assistant is an autonomous AI agent that helps field reps, supervisors, and other retail execution users access, analyze key data, and perform tasks directly within their workflow. Built on the Agentforce platform, this agent automates data retrieval and handles complex requests regarding account performance, visit history, and order details.
Retail Execution Visit Assistant Template: Use the Retail Execution Visit Assistant agent template to set up your agent with preconfigured topics and actions. This template uses historical data—including orders, visits, customer tasks, and audits—to summarize visit and account performance, analyze compliance trends, and highlight product upsell opportunities.
Retail Execution Visit Assistant Use Cases: The Retail Execution Visit Assistant analyzes account performance data, identifies compliance issues, summarizes visits, and highlights product upsell opportunities. It provides contextual insights and account analysis to sales reps and hybrid users through natural language interactions on the Consumer Goods Cloud desktop or the mobile app.
Account Performance Dashboard: The Account Performance dashboard provides insights into the performance of your accounts based on key performance indicators.
Competitor Analytics Dashboard: Use the Competitor Analytics dashboard to gain data-driven insights into competitor brand, product presence, and their impact during the promotion period.
Use Analytics for Consumer Goods - Advanced Data Model Dashboards: Use Consumer Goods - Advanced Data Model dashboards to get actionable account-level insights to increase sales, improve account compliance, identify accounts at risk, and maximize sales rep effectiveness.
Data Requirements for the Advanced Data Model App: Before you create the Analytics for Consumer Goods - Advanced Data Model app, ensure that your data meets these specific requirements. Otherwise, the data fails the CRM Analytics check and you see an error message.
Deploy Analytics for Consumer Goods - Advanced Data Model: Before you create an app from the Analytics for Consumer Goods - Advanced Data Model template and use the dashboards, deploy Analytics for Consumer Goods - Advanced Data Model in your Salesforce org.
My Territory Dashboard: The My Territory dashboard provides the Sales Managers an overview of their territory’s performance based on region, account, stores, and products to identify the areas that need attention.
Product Performance Dashboard: The Product Performance dashboard provides insight into your business efficiency by analyzing the performance of the product category, brand, product, assortment, and the impact of promotions on performance.
Sales Manager Insights Dashboard: The Sales Manager Insights dashboard analyzes current quarter revenue by territory and identifies stores and products that require attention. Using the dashboard, the sales managers can evaluate their sales executives’ performance and identify product whitespace opportunities in high-potential stores.
Whitespace Analysis Dashboard: The Whitespace Analysis dashboard provides insights to identify opportunities to improve sales and revenue. Use the dashboard to analyze sales data and identify stores with unused sales potential for specific products or categories. You can also get insights into sales trends, rank items based on revenue or quantity sold, and analyze the product performance trend over the years.
Pre-Configured Einstein Discovery Stories: The pre-configured Einstein Discovery stories give you intelligent insights that help you maximize product sales and minimize out-of-stock occurrences in your stores.
Accounts and Contacts in Retail Execution: Use accounts to store information about customers or individuals you do business with. Use contacts to store information about the people you do business with. Contacts are associated with accounts, and each retail store in an account can have a different primary contact.
Action Plan Template: Action plan template is a reusable framework that you can use to schedule visits where the set of activities to be performed in each visit remains constant.
Add Tasks and Flows to Action Plan Template: Add the list of activities that are performed together in a store to an action plan template. You can add both tasks and flows to one action plan template.
Types of Assessment Tasks Definitions: You can create several types of assessment task definitions to capture business data. Inventory checks, planogram checks, in-store surveys, promotion checks, or order creation are provided by Consumer Goods. You can even create custom tasks for your specific business needs. You can add multiple KPI-based tasks to a visit.
Configure Retail Execution Users and Permissions: Let’s learn about the various personas involved in Retail Execution. You can configure your users and assign the Retail Execution permission sets to provide access to visits, tasks, and more.
Create Products for Base Model: Define and configure product records in the base data model of Consumer Goods Cloud. Defining basic product attributes is necessary for retail execution, sales planning, and analytical insights across the platform. You can either create one product at a time in the application or import high-volume product information using Data Loader.
Create Consumer Goods Record Pages: You can create a custom record page in different ways: create it from scratch using a template, clone one of the default pages, clone one of your other custom record pages, or edit an existing page.
Set Up Flows for Retail Execution: To help your sales managers work around the limited list of task types they can assign, you can use your logic and create flows for those activities. Sales managers can then add the new flows for activities such as product demos to their action plan templates, and eventually to visits.
Create Lightning Pages for Consumer Goods: Using the Lightning App Builder, you can build user interfaces for field reps that work perfectly on mobile devices, without writing a single line of code. Create an app page to give your field reps easy access to objects that are the most important to them. You can also create record pages to give field reps a customized view for each object’s records.
Get Recommended Visits: Sales managers are responsible for planning and scheduling visits for stores in the territory they manage. To maximize profits and deliver brand value, it’s important to schedule visits to the right stores at the right time. Einstein Recommended Visits employs rules and prediction insights to give a more focused visit recommendation. At a glance, you can identify stores not recently serviced. And with a single click, you can schedule visits to all the stores recommended by Einstein. You can choose to review the list and schedule only the most important visits.
Enable Features for Retail Execution: To use Retail Execution, you must enable it in your org. Also, configure your org to use action plan templates to assign visit and enable your field reps to use maps and notes.
Create a Location: Location is the physical addresses of the places where your stores operate.
Create Visits: A visit is an act where a field rep goes to a retail store and performs certain tasks.
Objects and Records in Retail Execution: You can use several new Consumer Goods Cloud objects with the existing objects to represent data in the Retail Execution workflow.
Set Up and Maintain Retail Execution (Managed Package and Base Model): Retail Execution in Consumer Goods Cloud helps admins configure store visits, assign optimized routes to field reps, and track in-store activities across mobile and desktop. Set up users, permissions, data models, orders, pricing, and analytics for your retail execution org.
Planogram Set Up: Product placement plays a critical role in attracting consumer attention. Examine the planogram task details, add a reference image, and associate the planogram with an in-store location.
Promotions: Promotions play a significant role in increasing product sales. Promotions can be a part of a larger campaign to spread awareness about a new product or can be a part of a targeted objective.
Types of Promotions: You can run promotions at three levels: product category, individual product, and general promotion.
Retail Store KPI: In Retail Store KPIs, you can define the assessment indicator definition that must be captured for a store group. Because the assessment indicator definition is associated with assessment task definition and store groups to stores, Retail Store KPIs are the link between a store and the tasks to be performed at a store. You can also define the expected values of an assessment indicator definition in Retail Store KPIs.
Sales Agreements: Sales agreements enable you to plan your sales and operations better. They can help make your business transaction, profits, and revenue margins more predictable.
Configure Salesforce Maps for Retail Store Visualization: Configure a Nearby Map Component with an appropriate layer to help your sales managers visualize and track their territories. For example, you can create a component with a layer to display retail stores and add the component to the Promotion record page. When on the Promotion page, sales managers can view the retail stores running the promotion in a map-based interface.
Set Up Your Org for Base Model: To prepare your org and set up Retail Execution for Base model, follow these steps in order. Complete these steps before you can start working with Retail Execution.
Standard Consumer Goods Components: You can drag a standard component onto a page. You can also create your own screen components for the apps that your field reps use frequently and embed them with the Consumer Goods app.
Manage Your Stores Efficiently: Simplify the way you track stores, in-store locations, and the products sold in these stores by grouping. Managing large numbers of individual stores, in-store locations, and products can be time consuming and confusing. It’s hard to track which products are sold in which stores and where products are placed in each store. Grouping creates smaller numbers of store groups, in-store location categories, and assortments, making it easy to manage.
Surveys: Create engaging, easy-to-use surveys with a simple editor to collect feedback and information from your users or customers. You can select different types of questions to gather the data that suits your needs. After you add a question, specify the responses that participants can choose.
User Personas for Retail Execution: Consider the functions of the users in your Salesforce org and the permissions they need. Plan your hierarchy, identify your initial groups of users, and then set them up in your org. We recommend that you create at least two permission sets, one for sales managers and the other for field reps.
Getting Started with Retail Execution: Learn about Retail Execution, including key implementation considerations, its objects and fields, and limitations.
Understand Visit Task Recommendation: The target object of a Visit Task recommendation can be an Assessment Task or an RVKPI. When you schedule an Assessment Task recommendation, a task is created. And when you schedule an RVKPI type recommendation, a KPI is created for an existing task. When you schedule Assessment Task recommendations and the related RVKPI recommendations, both tasks and their KPIs are created.
Assessment Task Definition: While on a store visit, field reps perform certain activities related to the different aspects of retail execution. You can define these activities as assessment task definitions. Assessment Task definition holds information such as name, description, category, and type of task.
Before You Begin: Ensure that your mobile device meets the system prerequisites. Also, familiarize yourself with key product terms for the app.
Custom Tasks: Your manager can create tasks for custom business scenarios. For example, your manager wants you to capture the maintenance records of a refrigerator that was placed in a store to increase beverage sales.
Delivery Task: Delivery the shipments to stores and update the actual delivered quantities.
Retail Execution Planning: You can track and manage the performance of stores in your territory. You can plan visits for your sales reps and assign tasks to be performed in a visit. Salesforce Maps help you to create optimized routes for your field reps. And with the CRM Analytics app, you can increase sales, improve store compliance, identify stores at risk, and maximize field reps’ effectiveness. You can also use Salesforce Surveys to get insights about your business from channel partners.
Retail Execution at Your Fingertips (Managed Package and Base Model): With Retail Execution, you, as a sales manager, can plan store visits for your field reps and analyze your business’s health across stores. You can also use Salesforce Surveys to get insights about your business from channel partners. And, as field rep, while on a visit, you can track inventory, take orders, and capture visit details using the Retail Execution mobile app.
Inventory Checks: You can track products that are on sale at a retail store.
Planogram Checks: Use planograms to track how your products appear to consumers on a shelf and to understand the share-of-shelf percentage of your products at specific in-store locations. Planogram tasks are assigned to a visit by using the action plan template with one or more Retail Store KPIs assigned to a planogram check task.
Prerequisites: To get the most out of your Salesforce mobile app, your device must meet a few requirements.
Prerequisites for Creating an Assessment Task Definition: To enable your field reps to capture required data while performing, you must create and associate relevant records. For example, if you create an inventory check task but don't associate it with an in-store location, field reps wouldn’t know where in the store the task must be performed.
Promotion Check: Use promotion checks to assess the impact of promotions on your sales figures and on customer satisfaction.
Types of Promotion Check: You can check promotions at three levels: product category, individual product, and general promotion.
Assessment Tasks: When you assign an action plan template to a visit, assessment tasks and retail visit KPIs are created. Assessment tasks are created based on the assessment task definitions in your action plan template and the retail visit KPIs are created based on retail store KPIs.
Visit Execution: Execute visits by performing tasks such as check inventory, product placement, and in-store promotions. Or you take orders to restock the inventory or upsell your company’s other product offerings. You conduct surveys to gather feedback from store staff and customers.
Salesforce Maps: With data in a map-based interface, you can visualize and track stores in your territories. Give your field reps the visit routes with minimum travel time and also ensure that the right stores are visited at the right time.
Signatures in Print Layout: Use signature templates to configure the signature flow for an object and to include signatures of multiple roles in the Print Layout of the relevant process.
Signatures: Admins can configure the signature flow for an object with relevant signatures from multiple roles using signature templates. For example, a signature flow that requires a signature from the store manager followed by the signature from the sales rep. Customize the signature flow for processes such as orders, contracts, and daily reports.
Start a Visit: The Visits page shows all assigned visits. And you can create visits.
In-Store Survey: To gather feedback from store staff and customers about promotions, inventory requirements, and product quality use in-store surveys.
What Notes Can You Take?: You can take notes at two levels: the overall visit level or the store level.
Take Charge of Your Day: Launch the Retail Execution app on your mobile to check the visit details of the day. When at a store, you can check the store details and start the assigned tasks.
Configure Retail Execution Invocable Actions: Configure the custom system settings for Apex variables in the out-of-the-box Apex classes shipped with the Consumer Goods Cloud managed package. These settings determine the number of records fetched from the objects and are used by the prompts in the Agent. Perform this task only if you want to modify the default configurations for the variables in the invocable actions.
Considerations and Guidelines for Deep Link Setup: Learn about the URL size limits and external app setup requirements. Deep link events function correctly when the Consumer Goods (CG) Cloud mobile app is running in the background. The CG Cloud mobile app has only a custom URL scheme and uses Base64 encoded JSON payload. Review the setup considerations before you use the CG Cloud mobile app from external apps.
Bi-directional Data Exchange with Deep Links: Connect internal and external mobile apps to the Consumer Goods Cloud mobile app with deep links to exchange data in real time. Use deep links for planogram scenarios, KPI integration, survey data capture, and Data Cloud analytics.
Sample Definition to Shows Success or Failure Message for an Action: Define a function, in this case, to handle incoming mobile links in the Consumer Goods mobile app and show the appropriate message to the user. The showMessageBox function shows a message to the user based on the success or failure of an action.
Lightning Web Components (LWC) Quick Actions in Consumer Goods Cloud Mobile App: Access and interact with Salesforce Lightning Web Components (LWCs) directly from the Consumer Goods (CG) Cloud mobile app in online mode using quick actions. Design customizations for online scenarios easily with LWCs and integrate them with global actions and object-specific quick actions. LWCs appear on the Quick Actions card on all cockpit pages when the mobile app is online.
Considerations for LWC Quick Actions: Lightning Web Components (LWCs) launch and appear on the Quick Actions card in the Consumer Goods (CG) Cloud mobile app. You can model global and object-specific quick actions to integrate LWCs. LWCs are made using Salesforce SDKs so ensure that you understand the LWC offline rules and limits that apply to their integration with CG Cloud mobile app. Understand the Quick Actions card loading behavior, limits, and modeling and localization considerations before you set up and use the Quick Actions card.
Object-Specific Quick Actions Considerations: Object-specific quick actions are supported only for standard and custom objects. Understand the behavior, limits, and modeling options for object-based quick actions.
Quick Actions Card Localization and Modeling Considerations: Before you model the Quick Actions card, review the use of custom icons, access rights, and UI elements. Understand the user profile language and locale settings, custom labels, and message settings to use for the Quick Actions card.
Quick Actions Card Considerations: The Quick Actions card shows on all cockpit pages by default when the Consumer Goods Cloud mobile app is online. Review the limits, quick action naming convention, and visibility considerations for the Quick Actions card.
LWC Quick Actions Considerations: You can open and view an LWC related to quick actions in the Consumer Good Cloud mobile app. LWCs are built using Salesforce SDKs, ensure that you review the LWC offline considerations and limitations that apply to the LWC integration with the CG Cloud mobile app. Use the supported LWC components in the CG Cloud mobile app and desktop app.
Agentforce Setup in Retail Execution: Enable Agentforce in the desktop app from the Setup page and assign permissions to your users. Turn on a sync setting for sales reps to interact with agents from a sidebar on their Consumer Goods Cloud mobile app on tablets.
Associate Delivery Task to Action Plan Template: Add a delivery tasks in an action plan template. So when you use the action plan template for a visit, this task gets associated to the visit.
Associate Flow to Action Plan Template: Your Salesforce Admin can create flows for activities that are specific to your business and not covered as a regular Consumer Goods task type. You can then add these flows in an action plan template and your field reps can perform these activities at a store.
Add Nearby Map Component to a Record Page: Add the nearby map component to an appropriate record page to help your sales manager visualize and track their business.
Assign Retail Execution Permission Sets: Assign the Retail Execution, Action Plan, and Industries Visit permission sets to your users to provide access to visits, tasks, and more.
Associate Delivery Task to Shipments: When you assign an action plan template to a visit, delivery tasks records are created. Associate this delivery task to shipments to define the products that’re required to be delivered during the visit.
Associate an Assortment to a Store, a Store Group, or an Account: As a best practice, associate an assortment to a store group level. If you have an assortment at store group level and another assortment at store level, the store level assortment takes precedence.
Create an Assortment: An assortment is a group of products eligible for sale at a store, store group, or account. An assortment can have products from various product categories and defines product distribution over regions or customers.
Create an App Page for Field Reps: Create an app page for mobile devices to make it easy to use for your field reps to access objects that are important to them.
Create a User Profile for Consumer Goods Objects: Give your users access to the required objects by assigning a user profile. To manage access, you can set and change the standard object permissions.
Manually Create Visits: A visit can be customer-related or non-customer related. Supervisors can create calls for any sales reps in the team, but sales reps can create visits only for themselves.
Create a Promotion: Create a promotion and associate it to promotion check tasks.
Enable Account Hierarchy for Retail Store Products: Enable account hierarchy for product to make a product available to all retail stores of an account hierarchy by associating the product to the parent account of the hierarchy.
Enable Digital Experiences for Retail Execution: Digital experiences are a great way to share information and collaborate with partners and vendors. To create a domain, you first must enable digital experience.
Enable Maps and Addresses for Store Locations: If GPS is enabled on a field rep’s mobile device, they can view map images and store addresses. To generate a map image, always include the required address information such as street and city, and either state, postal code, or country. Also, provide latitude and longitude details for the location.
Enable Sharing for Store Operating Hours: To provide all users access to Operating Hours, update the default access levels for operating hours. By default, the access to operating hours objects is Private.
Enable Surveys for In-Store Data Collection: Enable Surveys to create surveys and send them to field reps. Field reps can use survey invitations to conduct surveys and capture store staff and consumer responses.
Create an In-Store Location: An aisle, a shelf, a payment counter, back room, or some other location within a store layout. You can create an in-store location category to group similar in-store locations.
Create an In-Store Location Category: You can create an in-store location category to group similar in-store locations across a store group. For example, create an in-store location category of Back Rooms. You can then map all back rooms across a store group to the Back Rooms in-store location category.
Create a Nearby Map Component: Create a Nearby Map component with an object to display when added on a record page. When the component is added to an appropriate page, your sales managers can track their business with a glance.
Assign Sales Agreement Permission Sets to Users: A sales agreement provides you insight into products, prices, discounts, and quantities. With an integrated sales experience, you can also track your planned and actual quantities and revenues with real-time updates from orders and contracts. Assign the Sales Agreements permission set to your users to provide access to sales agreements that integrate with orders and contracts.
Set Up Penny Perfect Pricing for Multi-Market: Configure sales organizations with Penny Perfect Pricing to automatically apply market-specific pricing logic based on the customer and order context.
Associate a Product with a Store: Associate products with stores to easily track products sold at a specific store. You can mark the top-selling products as favorites and also enter a display order for each product. Display order determines the sequence of products whose assessment indicators are to be captured when performing a task. When account hierarchy for products is enabled, the products that are assigned to a retail store parent account are automatically available to all stores in that account hierarchy. Besides retail store, you can assign products to an account, or a retail store group.
Create a Product Category: Group products into product categories based on physical attributes or specific purposes. A product category groups products at the highest level of the product hierarchy and dictates the visibility of products in an account plan and in advanced promotions. A Key Account Manager can create promotions and assortments by product categories.
Associate a Product to an Assortment: Associate multiple products to an assortment based on their selling capabilities. While associating a product to an assortment, you can even mark the top-selling products as favorites. You can also enter default quantities for products that are ordered in bulk.
Associate a Promotion to a Product or Product Category: You can associate a promotion to a product, or product categories. You can also add related files such as banners, promotion specifications, pictures, and other detailed documents.
Publish a Template: You need to publish a template before you can use it to create visits. Ensure that you’ve added the required tasks and flows before you publish a template as you can’t edit a published template.
Create a Retail Store: A store is a place of business open to the public whose primary purpose is to sell retail goods or services onsite. This definition includes showrooms, kiosks, pop-ups, and other temporary locations. The store can be leased, owned, and operated by you or through an affiliate. Create retail store records for store locations. You can then create visits for the stores and assign them to field reps. All store-related visit and order records are available on the store’s related list.
Create a Retail Store Group: A group of similar retail stores. You can group stores based on similarities such as store size, store location, and the products sold in the stores.
Create a Retail Store KPI: Create Retail Store KPIs (RSKPIs) to define targets for assessment indicator definitions. Also, associate an assessment indicator definition to a store group and to a product, a promotion, a planogram, or a custom object.
Create Optimized Routes: Generate optimized routes for your field reps with just a few clicks. With constraints such as time period, number of visits, and store operating hours, ensure that reps visit the right stores at the right time.
Create an Order: As a field rep, create orders to ensure that your products are always available at store shelves. You can create orders from the Tasks tab.
Create Survey Invitation: Create a survey invitation for the visit if the action plan template that you associated with the visit has a survey task.
Perform an Inventory Check: Capture the real-time inventory level against the defined targets with minimum clicks.
Launch the Consumer Goods App on Your Mobile: Stay organized with the Consumer Goods mobile app and have all the data you need for your visit at one place. You can visually scan the visit list to identify the high priority visits, visit time, visit sequence, and more.
Perform a Custom Task: Capture the real-time promotion information on your mobile device.
Upload an Image for the Planogram Task: Upload images of products from in-store locations, compare the image with the reference planogram, and audit the differences during visit execution.
Examine the Planogram Details: View the list of planograms to analyze the planograms to be checked by the sales rep during a store visit.
Reorder: Repurpose orders from previous visits to create orders.
Request a Recommendation: When you request a visit recommendation, a visit recommendation request gets created, You can see the recommended visits for the selected stores in the related list of the recommendation request.
Add a Component Task to an Action Plan Template: You can create tasks in an action plan template using Lightning Web Components. Field reps can execute tasks that are customized according to your business needs.
Associate Tasks to an Action Plan Template: Add simple tasks, such as meet the store manager, that are commonly combined in a single action plan template. When you use the action plan template for a visit these tasks get associated with the visit.
Create a Task: While on a visit, if a rep identifies an opportunity to service a store but the task isn’t assigned to them, they can create a task.
Agentforce for Advanced Approval: The Approval Agent brings the full approval lifecycle into the conversation. Sales reps and reviewers can submit records, track pending work, generate summaries and comments, and take action on approvals, all from Salesforce or Slack. When a decision is made, the agent syncs the outcome to the underlying approval record and confirms the action in the conversation.
Subagent: Invoice Line Explanation: Help users understand their invoice lines by providing detailed explanations of each charge, including the reasons and calculation methods.
Agentforce for Revenue Management: Agentforce for Revenue Management is a suite of AI-powered agents designed to streamline product-to-cash operations. These agents help users manage every step of the revenue lifecycle, from quote creation and management to deriving overage consumption and handling billing inquiries with clear invoice line breakdowns. By using generative AI for both reasoning and orchestration, the agents cut down on manual work so that users drive more revenue with greater speed and accuracy.
Subagent: Product Selection: Use Agentforce to power product discovery and filtering with AI-driven assistance. Sales users can use the Product Selection topic to search the product catalog, ask clarifying questions, and refine results based on customer criteria. The topic helps users explore available products, review key details, and receive recommendations that support accurate and complete quote building. You can customize the Product Selection topic to match your catalog, sales workflows, and conversational experience.
Use Case: Search and Filter Products with Agentforce: Use AI-powered Product Selection in the Revenue Quote Management agent to search your catalog with natural language, filter results by customer criteria, ask clarifying questions about product attributes, and generate a shortlist of products to add to a quote.
Set Up Community and Partner Access for Agentforce in Revenue Management: Make an Agentforce for Revenue agent available to customers or partners by configuring community or partner sites and enabling Embedded Messaging. You can create a community site for the Billing Service Assistance agent and a partner site for the Revenue Quote Management agent.
Agent Templates in Revenue Management: Quickly deploy AI-powered agents for your product-to-cash operations using Revenue Management agent templates. All Agentforce templates and topics within Revenue Management are Agentforce Employee Agent (AEA) templates. You must have access to the Revenue solutions to use them.
Subagent: Approval Management: Manage approval work items and submissions by summarizing, approving, rejecting, or recalling requests, with optional comments.
Subagent: Billing Collections Management: Use Agentforce to help teams quickly assess and act on customer account health. The Billing Collections Management subagent provides an at-a-glance view of financial standing, highlighting high-risk invoices based on payment history, disputes, and outstanding balances, along with recommended next actions.
Subagent: Billing Inquiries: Use Agentforce to help internal teams quickly access and understand key billing information. The Billing Inquiries subagent answers questions about account balances, payment plans, upcoming payment dates, invoice details, and downloadable invoice documents. Users can ask about an account or a specific invoice, and the agent automatically identifies the right billing flow to run. The subagent consolidates information from Revenue Management Billing so teams can resolve billing questions efficiently and confidently.
Revenue Subagent Reference: To optimize common revenue use cases, explore the standard agent topics available in Revenue Management. While these agent topics aren't included with a Revenue agent template, you can add them to any Agentforce Employee Agent template.
Subagent: Search Approval Record: Filter and list approval work item or approval submission records based on related record type, date ranges, status, and assignee context.
Subagent: Summarize Multiple Approval Work Items: Filter approval work item records and summarize them in aggregate, providing per-record details so reviewers can quickly understand the context of each approval.
Subagent: Consumption Management: Get consumption details of accounts with resource overages and generate quotes for the resources with overages.
Migrate Asset Data to Revenue Management: Migrate existing asset data to Revenue Management by either generating assets from historical initial-sale orders, or by directly creating asset data. We recommend that you start by migrating orders so that a complete history of all the prior purchases is available in Revenue Management. Having this history enables accurate amendments, renewals, cancellations, and billing after the previous order system is decommissioned.
Create Assets for Orders: After you create the necessary orders, use a Salesforce Flow to automatically generate the corresponding assets.
Create Assets and Related Records: Use the composite API to create multiple Asset records and related records, such as Asset Action, Asset Action Source, Asset State Period, Asset Relationship records.
Method 2: Create Assets Directly: Directly creating asset records, bypassing historical orders, is an alternative approach. Use this method only when recreating transactional history isn't possible or when specific business constraints prevent the use of orders.
Criteria and Process for Direct Asset Creation: Determine whether creating assets directly is better suited for your business scenario rather than the recommended order-led migration path, and understand the process for direct asset creation.
Method 1: Generate Assets from Historical Orders: The recommended method for asset data migration to Revenue Management is to create, backdate, and activate historical initial-sale orders. With this method, the system generates asset data through standard Revenue Management flows, ensuring the highest level of data integrity.
Maintain Data Integrity with Historical Order Migration: Generate assets from historical orders to establish a precise transactional lineage that ensures accurate calculations for future amendments, renewals, and cancellations. This approach uses standard Revenue Management flows to minimize manual record creation while maintaining stable, reconcilable data across the asset lifecycle.
Create Orders and Related Records: Use the composite API to create multiple Order records and related records, including App Usage Assignment, Order Action, Order Item, Order Item Relationship records.
Assign User Permission to Manage Asset Data: Before users can create and manage asset data in Revenue Management, turn on Agentforce Revenue Management and assign your users the required permission.
Create Products and Price Book Entries: Before you migrate asset data, create Product and Price Book Entry records that the asset data references. Use the composite graph and sObject API to create these records.
Migrate Billing Data to Revenue Management: If you were using your legacy system for billing and want to preserve the full billing history in Revenue Management, generate billing schedules and billing schedule groups for the previously billed periods in Revenue Management.
Coexistence of Revenue Management with Salesforce CPQ and Salesforce Billing: Revenue Management, Salesforce CPQ, and Salesforce Billing can coexist in a Salesforce org that has Revenue Management, Salesforce CPQ, and Salesforce Billing provisioned and enabled. This coexistence is applicable for Salesforce orgs with both the Revenue Cloud Advanced license and the Revenue Cloud Billing license, and with Billing in Revenue Management enabled.
Coexistence of Revenue Management with Salesforce CPQ: Revenue Management (formerly Revenue Cloud) and Salesforce CPQ can coexist in a Salesforce org that has both Revenue Management and Salesforce CPQ provisioned. This coexistence is applicable for Salesforce orgs with the Revenue Cloud Advanced license.
Coexistence of Revenue Management with Agentforce Service: Revenue Management and Agentforce Service can coexist in a Salesforce org that has both Revenue Management and Agentforce Service provisioned and enabled. This coexistence is applicable for Salesforce orgs with either the Revenue Cloud Advanced license or the Revenue Cloud Billing license, or both the licenses.
Coexistence of Revenue Management with Sales Force Automation: Revenue Management (formerly Revenue Cloud) and Sales Force Automation can coexist in a Salesforce org that has both Revenue Management and Sales Force Automation provisioned and enabled.
Set Up Revenue Management with Salesforce Go: Salesforce Go simplifies setup by providing an intuitive, streamlined platform to configure and deploy your revenue operations quickly and efficiently. You can leverage Salesforce Go features and feature sets to rapidly configure and deploy your revenue offerings with precision and scale.
Permission Set Licenses for Experience Cloud Site Users: To provide customers and partners access to Revenue Management (formerly Revenue Cloud) functional areas from Experience Cloud sites, assign the necessary permission set licenses or permission sets.
Preconfiguration Steps: Before beginning the configuration of Revenue Management (formerly Revenue Cloud), it’s important to complete the preconfiguration steps to ensure a smooth and successful setup process.
Predefined Context Definitions in Revenue Management: A unified method for applications to access and share information is essential for seamless data integration and operational efficiency throughout the entire revenue lifecycle, from quoting to billing.
Supported Experience Cloud Templates: Create Experience Cloud sites by using one of the supported templates and then add Revenue Management object pages and components to them.
Revenue Management Support for Experience Cloud: Your customers and partners perform tasks in Revenue Management (formerly Revenue Cloud) by using Experience Cloud sites or by accessing APIs. For various Revenue Management functional areas, learn about the required permission set licenses, supported Experience Cloud templates, and supported tasks for partners and customers.
Transaction Management Tasks Supported on LWR Sites: Explore the Transaction Management tasks that are available on Lightning Web Runtime (LWR) sites for users with the Customer Community Plus license. Learn about the additional customizations required for some of these tasks.
Billing: Winter '27 introduces a Billing update. If you have previously enabled and set up Billing, perform the required steps after your Salesforce org upgrades to Winter '27 to ensure business continuity and a smooth transition.
BillingContext Context Definition: From Summer ’25 and onwards, you will not be able to sync existing context definitions that were either cloned or extended from the standard BillingContext context definition. To fix this issue, use the Context Attribute Mapping API to delete duplicate BSGEntitiesMapping attribute mappings.
Debit Memo Tax Treatment ID: Starting Summer ’26, the Tax Treatment Id field must be explicitly mapped when creating Debit Memo and Debit Memo Line records.
Invoice Download in the Self-Service Billing Portal: In Winter '27, add community users to the DocGen Document Template Library so that they can download invoice PDF documents in the Self-Service Billing Portal.
Revenue Standard Tax Engine: If you configured the standard tax engine before Summer ’26, complete this task after your org upgrade.
Billing Suspension Target Date: Starting Winter ’27, Billing evaluates billing suspensions as of the target date, not the run date of the invoice batch run. If you set up suspension periods before Winter ’27, invoice runs that use a target date can generate different invoices than before.
Context Service: Winter ’27 introduces several Context Service updates. If you have previously enabled and set up Context Service, perform the required steps after your Salesforce org upgrades to Winter ’27 to ensure business continuity and a smooth transition.
Discover Products Flow Updates: If your org uses a custom Discover Products flow created before Winter ’27, then update the flow to use the upgraded group ramps to ensure business continuity when using Groups in quotes and orders.
Known Issues for Winter '27: Known issues are defects that impact both existing and newly created Salesforce orgs, regardless of whether the org was upgraded or newly provisioned. This includes bugs in brand-new features and regressions in existing functionality. The known issues identified for Revenue Management in Winter '27 are already known to Salesforce and are being actively investigated — you don't need to log a case for any issue listed on the Known Issues site.
Upgrade of Extended Context Definitions: When extended context definitions don’t work accurately after your Salesforce org upgrades to the Winter ’27 version, it’s because the automatic upgrade of context definition wasn’t completed. During an automatic upgrade, custom artifacts in extended context definitions could conflict with that in a standard context definition.
Transaction Management: If you set up Transaction Management in Winter '27, understand these limitations and workaround, where applicable, to ensure a successful implementation.
Transaction Management: If you've enabled Transaction Management before Winter '27, understand these limitations to maintain business continuity.
Update Data Processing Engine Definitions in Overridden Flows: Starting Winter '27, we’ve updated the standard Usage Management Data Processing Engine (DPE) definitions to version v4. When your org is upgraded, Salesforce automatically updates the DPE definitions to the latest version (v4) and updates the standard Usage Management flows that use them. However, if you’ve overridden the standard Usage Management flows, those overrides still reference the previous DPE version. You must manually update any overridden flow and replace the DPE definitions with the v4 version before running Usage Summary generation. If you don’t update the overridden flows, consumption won’t be processed.
Update Usage Flows: Update or replace the elements that have the deprecated Data Processing Engine definitions with the elements that use the new Data Processing Engine definitions. The Generate Usage Summary flow uses the Create_Usage_Summary_v3 DPE and the Generate Liable Summary flow uses the Create_Liable_Summary_v3 DPE.
Upgrade Guidance for Winter ’27: Upgrade issues are functional regressions or breaking changes, caused by a loss of backward compatibility, that exclusively impact existing Salesforce orgs transitioning to a new release. These issues occur only during or after an upgrade, and don’t affect newly created orgs provisioned directly on the new release. If you set up Revenue Management before Winter ’27, review the upgrade issues and complete the post-upgrade steps after your Salesforce org upgrades to Winter ’27 to ensure business continuity.
Usage Management: If you have previously enabled and set up Usage Management, perform the required steps after your Salesforce org upgrades to Winter '27 to ensure business continuity and a smooth transition.
Usage Management: If you set up Usage Management in Winter '27, understand these limitations and workaround, where applicable, to ensure a successful implementation.
Work Around the V1 API Filter Limitation: If you are using indexed data for product listing and search in Product Catalog Management along with the unified catalog, a known issue affects the UsedFor field in the unified catalog. Specific filter conditions fail to run because the Product Discovery V1 APIs don't recognize empty string values (for example, UsedFor eq ‘ ‘).
Migrate to Revenue Management: Revenue Management (formerly Revenue Cloud) is a native platform that brings together your entire revenue lifecycle. Transitioning from Salesforce CPQ and Salesforce Billing to Revenue Management requires updates to the system architecture that manages your revenue lifecycle. This architecture changes the way you model data, design business processes, and govern data.
Data Dependencies Based on Source System: Data migration requirements for Revenue Management (formerly Revenue Cloud) vary based on your source system and migration path. Before you migrate data, identify and document your migration path because each path carries unique data dependencies and field requirements.
Revenue Management for B2B Commerce: Create products with personalized offerings that cater to your B2B customers with Revenue Management for B2B Commerce. Configure complex product offerings and validate product selections instantly. Handle complex pricing strategies, and provide advanced configuration, pricing, quoting, and subscription management tools.
Choose a Flow Trigger: The Sync Quote to Opportunity Flow controls how often sync runs. Pick a trigger that keeps opportunity data current without adding sync overhead to every quote save.
Clone Behavior for Large Transactions: When you clone a large quote or order, a context-based cloning process is used. Keep these limits and behaviors in mind when you work with cloning large quotes or orders.
Considerations for Large Transactions: Create sales transactions with up to 15,000 lines to accommodate large quantities of products. Use this reference to understand feature support, pricing behavior, and limitations for large transactions.
Context and Save Behavior: Revenue Management speeds up quoting and ordering for large transactions by reusing a single session context instead of creating new context instances repeatedly. This keeps your data consistent and up-to-date as you edit a transaction.
Context Refresh and Save Rules: Refresh the page after a stale-context error, after you convert a quote to a large deal, and after you save in Configurator or Browse Catalog.
Contract Pricing: Revenue Management applies contract pricing when you create quotes or orders. This table outlines how contract pricing behaves for large transactions.
Cumulative Pricing: Cumulative pricing evaluates tier discounts across related lines. This table outlines how evaluation order differs between standard and large transactions.
Custom Field Behavior on Large Transaction: Custom fields behave differently on large transaction quotes than on standard quotes. The following are important considerations when migrating custom fields to large transactions.
Delta Pricing: Delta pricing recalculates only modified lines and their dependent lines instead of repricing the entire transaction. This feature supports transactions with up to 15,000 lines.
Extend the Sales Transaction Context: Add custom fields to the Sales Transaction Context so they're available in the Sales Transaction Line Editor.
Feature Support for Large Transactions: This table outlines the features and operations for standard and large transactions. However, large transactions aren't supported for partner and community users.
Generate Documents for Large Transactions: Generate documents from high-volume transactions, such as large telecom invoices, manufacturing quotes, and insurance schedules by using Context Service to transform datasets that exceed standard processing limits. To use Data Processing Engine (DPE) transformations with large processing, contact your Salesforce account executive to enable the DpeLargeScaleTfrmEnabled permission in your org. This table outlines how document generation behaves for standard and large datasets.
Group Line Items with Batch Identifiers: For transactions with up to 15,000 line items, you can group line items that belong to the same bundle or have associated relationship records using a Batch Identifier field.
How Large Transaction Processing Works: Large transactions process up to 15,000 lines in the background. Compare standard and large processing, convert a quote or order to a large deal, and choose the setup, considerations, or document-generation topic for next steps.
Large Transactions in Revenue Management: Close enterprise-scale deals in Revenue Management with sales transactions of up to 15,000 line items. Large transactions process asynchronously in the background, with a real-time progress bar keeping your sales reps informed as jobs complete. Reps can also clone large-transaction quotes, sync high-volume quotes to opportunities without delays, and generate quote and order documents to share with customers.
Pricing Behavior for Large Transactions: Use procedure plans, delta pricing, contract pricing, and cumulative pricing on Large Transactions, including which capabilities apply and which limitations to plan for.
Pricing Limitations: Review pricing limitations for Large Transactions, including Headless Pricing API, decision tables, and when delta pricing doesn’t improve performance.
Procedure Plans: A procedure plan selects which pricing procedure runs for a transaction. Instant pricing and configurator pricing both use a procedure plan. One plan can cover standard transactions and Large Transactions if you define a separate pricing procedure for each type.
Product Configurator Limits: When you configure products in a large transaction, Product Configurator processes the transaction's line items and attributes together. Keep these limits in mind when you work with large transactions.
Quote to Opportunity Sync Support: Sync quotes with up to 15,000 line items to opportunities asynchronously to maintain performance. Background processing keeps sales reps working without interruption.
Set Up Background Opportunity Sync: Turn on asynchronous quote-to-opportunity sync, create the sync flow, and add the Initiate Sync button so reps can sync quotes with up to 15,000 lines without waiting.
When to Use Large Document Processing: Use large document processing when record volume exceeds standard guardrails. Stay on regular processing, Context Service token mapping, and default routing unless you need higher record or file-size limits.
Architecture Changes and Technical Considerations: The migration from Salesforce CPQ to Revenue Management is an architectural shift. The migration team, including architects, functional leads, and business owners, should understand the data model changes and its impact on contracts, orders, assets, and integrations. Review these system architecture changes and technical considerations to plan your migration, avoid common issues, and ensure data integrity across all components.
Billing Architecture Changes: During migration, assess whether Billing in Revenue Management can replace a separate billing system or manual invoicing. Generate invoices for orders based on configuration in Revenue Management, rather than custom integrations to an external billing platform.
Contracts Architecture Changes: A key question that many customers explore is whether to rearchitect the modeling of contracts in Revenue Management to better use new capabilities.
Data Model Changes: Salesforce CPQ uses custom objects whereas Revenue Management uses standard objects. This shift has several implications.
Dynamic Revenue Orchestrator as the Integration Orchestration Layer: CPQ integrations are typically point-to-point, with direct connections from CPQ to an Enterprise Resource Planning (ERP) system, a billing system, or a provisioning platform. Each connection is independently maintained, monitored, and subject to breaking when there are changes. As part of the Revenue Management migration, treat the integration landscape as a dedicated workstream. Take the opportunity to rethink the architecture rather than just remap the connections.
Key Business Process Changes: Based on pilot learnings and partner implementations, these themes represent the most common process changes that companies make during a Revenue Management migration.
Order Architecture Changes: A key question that many customers consider is whether to rearchitect the modeling of orders in Revenue Management to better use new capabilities.
Pricing Architecture Changes: Pricing is one of the most architecturally significant differences between Salesforce CPQ and Revenue Management. If not explored early, it's one of the areas where complexity can emerge later. We recommend that the migration team develop a clear understanding of the pricing model changes, and its impact on configuration and migration before design decisions are finalized.
Change Management and Organizational Readiness: User adoption is one of the most important factors in a successful deployment. Revenue Management introduces meaningful changes to the work of sales reps, finance teams, legal teams, and operations teams. Treating change management as a planned, parallel workstream from the beginning reduces disruption at go-live and supports adoption after go-live.
Common Issues and Recommended Practices: This table describes issues that commonly arise during a transition from Salesforce CPQ to Revenue Management (formerly Revenue Cloud), along with the underlying causes and recommended practices for avoiding them.
Cutover Planning: Before you commit to a go-live window, decide and document handling for each of these cutover elements. They apply no matter which rollout approach you use.
Migrate Data to Revenue Management: Learn how to migrate specific types of data to Revenue Management (formerly Revenue Cloud). Understand the migration approaches, procedures, and considerations, including related records and their dependencies.
Migration Implementation Considerations: Follow these deployment standards when migrating large volumes of historical records to ensure system stability and data accuracy.
Operational Planning Considerations for Migration: Before any migration work begins, review the operational and licensing considerations. These are not design decisions but practical requirements that apply regardless of your migration strategy. We recommend that the migration project lead, Salesforce admin, and IT or licensing owner review these considerations before any configuration or migration activity starts.
Retain at Least One Active Salesforce CPQ License: Retain at least one active CPQ license throughout the entire migration period in both production and any sandbox where Revenue Management is being configured or tested. Retaining the CPQ license ensures that the team can reference, validate against, or roll back to CPQ data when needed.
Determine Your Deployment Model and Org Strategy: Where you deploy Revenue Management is part of your company's broader strategy for the Salesforce Platform, not just a migration decision. Many companies run multiple Salesforce clouds, including Sales Cloud, Service Cloud, Experience Cloud, and Field Service. Determine the Salesforce org in which you want Revenue Management to deploy within that wider context rather than in isolation. If your company has a defined Salesforce org strategy, such as a plan to consolidate clouds into a single org or a deliberate multi-org model by region or business unit, align the Revenue Management deployment decision to that strategy. Involve your Salesforce account executive and platform architect early in this conversation, as the decision has implications beyond the migration from CPQ to Revenue Management.
Managing Coexistence During the Transition Period: Regardless of whether you choose to use the same org or a new org, there will be a period during which CPQ and Revenue Management are both in active use. This is expected, but it requires deliberate planning.
Phase 1: Understand Your Current State: Complete phase 1 before making any strategic decisions. The outputs from this phase inform strategy selection in phase 2.
Phase 2: Decide Your Migration Strategy: Start phase 2 after finishing the assessment work in phase 1. This phase is where the team selects a migration strategy, defines the future state, and identifies who will help deliver the project.
Phase 3: Build Readiness: Phase 3 prepares your company before execution begins. The goal of this phase isn’t to start the migration, but to make sure that the migration starts successfully.
Prepare to Migrate to Revenue Management: A well-prepared migration team makes better decisions and avoids common pitfalls. Before you begin the migration to Revenue Management (formerly Revenue Cloud), assess your company's readiness in phases. Complete all the tasks of each phase in the mentioned sequence before moving to the next phase. There’s no set time frame. Progress at a pace that fits the business needs and complexity of your company.
Assess Revenue Management Capabilities for Your Migration: Revenue Management (formerly Revenue Cloud) is a unified platform that enables companies to rethink how they manage the entire revenue lifecycle, from product catalogs to invoicing. It's not just the next version of Salesforce CPQ. Migrating to Revenue Management requires careful planning and a clear business case. This topic outlines Revenue Management capabilities to help your team assess where Revenue Management fits in your broader revenue strategy.
Reporting and Analytics After Migration: CPQ and Revenue Management (formerly Revenue Cloud) use different data models and different objects. Reports, dashboards, and analytics built on CPQ objects must be recreated by using Revenue Management's standard objects. Plan for this work early in your migration project to avoid surprises after go-live.
Compare Prior Periods: Prior-period revenue comparisons are a key reporting requirement. During and after migration, reporting on these comparisons depends on your data migration approach.
Reporting Strategy Recommendations: Preserve reporting continuity during your CPQ-to-Revenue Management migration by covering baseline extraction, report prioritization, and unified executive reporting with Data 360 or Tableau.
Rollout Approaches: There's no single correct way to sequence a Revenue Management go-live. The right approach depends on your company's size, complexity, risk tolerance, and the migration strategy. Each of these four approaches represent a different way to migrate to Revenue Management.
Rollout and Cutover Strategy: The way you sequence your go-live is as important as the way you design the solution. Make rollout strategy decisions early in the program. These decisions directly affect your data migration scope, integration design, cutover approach, and change management plan.
Evaluate and Select a Migration Strategy: There’s no single correct migration strategy. The right approach depends on what you found in your assessment in Phase 1, the risk tolerance of your company, and the scope of your future-state design. Use this section to translate your CPQ complexity profile into a strategy that fits your situation.
Select Your Migration Strategy: Use these pointers to identify the right strategy for your company. The goal is to select the strategy that reflects the current state and readiness for change of your company.
Understand Migration Strategies: Whether you're looking for a partial migration or a direct lift-and-shift, learn about the four strategies that show you the migration path from CPQ to Revenue Management. Each strategy reflects a different balance between speed, business disruption, and access to Revenue Management capabilities. Choosing the right strategy early shapes the scope of your catalog design, pricing logic, and data migration effort.
Evaluate Your Salesforce CPQ Org Complexity: The complexity of your Salesforce CPQ org is the most important factor for strategy selection. Use this table to identify where your company falls across each dimension.
Migration Tools and Accelerators: Several tools are available to accelerate the migration from Salesforce CPQ to Revenue Management (formerly Revenue Cloud). These tools help with assessment, data extraction, migration automation, and validation. Keep in mind that tools don't replace human design decisions, particularly for custom logic and integration remapping.
Compare Transactional Data Migration Approaches: Compare four ways to handle transactional data at go-live to weigh simplicity and speed against dual-system work, ongoing effort, and unified reporting.
Automation Scope for Data Components: Use this table to understand the level of automation for each data component during migration, and the data component that requires manual effort or expert review.
Determine Your Data Migration Scope: One of the most strategic decisions in data migration is determining scope. More data isn't always better.
Transactional Data Migration Scope and Approaches: The data models between CPQ and Revenue Management (formerly Revenue Cloud) differ significantly. Migrate object relationships, field mappings, and the business logic governing data validity in a structured manner.
Migrate Products and Product Attributes to Revenue Management: When migrating from Salesforce CPQ to Revenue Management, understanding the way product structures and attributes are defined is critical for a successful transition. Product Catalog Management in Revenue Management enables you to consolidate your catalog while simplifying maintenance through an attribute-driven data model.
Migrate Product Bundles to Revenue Management: When migrating from Salesforce CPQ to Revenue Management, the fundamental concept of bundling, that is selling multiple items together as a single unit, remains. However, Revenue Management shifts configuration from a purely relationship-based model to a structured, component-based model that leverages product classifications for dynamic inclusion.
Migrate Product Data to Revenue Management: Migrating your product catalog from Salesforce CPQ to Revenue Management is more than a data transfer. It's an architectural evolution from a metadata-heavy configuration to an attribute-driven model. By transitioning to Revenue Management, you can eliminate catalog bloat, simplify bundle maintenance, and decouple how a product is defined from how it is sold.
Migrate Product Selling Models to Revenue Management: When migrating from Salesforce CPQ to Revenue Management, the method for defining how a product is sold, such as one-time, subscription, or evergreen, changes significantly. Revenue Management uses product selling models, decoupling the selling method from the product definition. This shift allows a single Product record to support multiple selling strategies simultaneously, reducing catalog duplication.
Amend, Renew, or Cancel Assets: See how promotions apply when you amend, renew, or cancel assets, including eligibility, pricing source, and when discounts appear.
Design and Eligibility: Review the following design and eligibility considerations before configuring promotions in Revenue Management.
Example: Design and Apply Promotions: Follow a pricing designer and a sales rep at Ursa Major Solar through a complete promotions scenario. First, the pricing designer plans and creates promotions. Then, the sales rep applies eligible promotions to a customer quote and reviews the discounts in the price waterfall.
How Promotions Work: Revenue Management uses Global Promotions Management to evaluate and apply promotions. A rule library maps your sales transaction context to the fields that define promotions and eligibility. When a user adds a product to a quote or order, Revenue Management checks the eligible promotions for that product and its categories, and applies the rewards according to your pricing procedure and evaluation method.
Limits: Review promotion limits, including active promotions, child-product promotions per bundle, and eligible promotions shown per product in Browse Catalogs.
Promotion Scope: Define promotions for simple products, bundled products, and all products in a category, based on the product selling model. When you design a promotion for a bundled product, choose whether to discount the root product, child products, or both. Promotions on child products apply only when the customer buys them as part of the bundle.
Promotions with Ramp Deals: Promotions work with ramp deals. Revenue Management treats each product line in each ramp segment as a separate transaction line and checks it for eligible promotions.
Understanding Promotions: A promotion is a rule-based discount that Revenue Management (formerly Revenue Cloud) evaluates and applies to eligible products and categories on a transaction. Pricing designers define what the promotion rewards and who's eligible, and Revenue Management applies the reward during price calculation. Understand these terms and objects before you set up promotions.
Custom Permission Set Groups Update: Starting Winter ’27 release, if you have created a custom permission set group, then a known issue prevents the correct calculation of net aggregate Field-Level Security (FLS) permissions. This problem is related to the CategorySequence field on the ProductClassificationAttr and ProductAttributeDefinition objects.
Product Catalog Management: If you set up Product Catalog Management in Winter '27, understand this limitation and workaround, where applicable, to ensure a successful implementation.
Product Catalog Management: If you've enabled Product Catalog Management before Winter ’27, understand these limitations to maintain business continuity.
Which Revenue Management Product Am I Using?: Learn the differences between Revenue Management(formerly Revenue Cloud), Salesforce CPQ, and Industries CPQ, and find out which one you're using in Salesforce.
Assign Revenue Management Permission Sets to Your Users: This table outlines the recommended permission set assignments for your users. You can customize each user by assigning the appropriate permission sets based on your business requirements.
Revenue Management Glossary: The glossary offers a comprehensive list of terms related to Revenue Management (formerly Revenue Cloud), with clear and concise definitions.
Account Insights (Embedded): Use the embedded Account Insights dashboard on the Account page to view essential customer billing data at a glance. This dashboard provides a real-time snapshot of the customer’s financial standing, helping teams make informed decisions during account interactions.
Use Billing Analytics Dashboards: Billing Analytics dashboards provide a comprehensive view of billing operations within Revenue Management (formerly Revenue Cloud), enabling organizations to monitor invoicing efficiency, payment trends, and account-level billing behavior. Designed to support finance and operations teams, the Overview and Invoices dashboards, grouped under the Billing Central dashboard, offer real-time visibility into revenue recognition, billing health, and outstanding receivables. Access the dashboards from the Billing Central homepage.
Invoices: Use the Invoices dashboard to track invoice health and performance metrics, including invoice statuses, disputes, failures, and credit memos. This dashboard helps billing teams assess the efficiency of invoice creation and settlement processes, identify bottlenecks, and take timely action to ensure smooth billing operations.
Overview: Use the Overview dashboard to track and analyze the overall billing performance, customer behavior, and booked revenue health of your organization. This dashboard provides a high-level view of essential billing metrics such as revenue, net receivables, and invoicing trends.
Customer Analysis: Use the Customer Analysis dashboard to evaluate the financial contribution of key customers to your organization’s overall revenue and margin. Identify your most valuable customers and understand their impact on business performance.
Deploy the Revenue Management Intelligence Data Kit: To view components such as data streams, calculated insights, and data graphs from Data 360, deploy the Revenue Management Intelligence data kits from Data 360 in your Salesforce org.
Install Revenue Management Intelligence Apps: After your Revenue Management Intelligence data is ingested into Data 360, you’re ready to install the apps to help you get insights on all your product-to-cash data generated in Revenue Management (formerly Revenue Cloud).
Use Order Management Analytics Dashboards: Monitor and manage order fulfillment performance, prioritize actions, and proactively address issues across the order lifecycle by using the order management analytics dashboards. Each dashboard is designed for a specific persona and operational need within the fulfillment process. Access the dashboards from the Dynamic Revenue Orchestrator (DRO) homepage.
Order Analysis: Use the Order Analysis dashboard to gain real-time insights into order processing performance. Fulfillment operators can monitor critical KPIs, analyze order and task statuses, and investigate individual orders to ensure timely delivery.
Order Details (Embedded): Use the Embedded Order Details dashboard to monitor the real-time status of a specific order directly within the order screen, enabling quicker order fulfillment and efficient management of fallout.
Price Volume Trend: Use the Price Volume Trend dashboard to analyze how pricing changes affect sales volume over time, helping you make informed decisions on pricing strategy and overall sales performance.
Price Volume Mix (PVM): Use the Price Volume Mix (PVM) dashboard to perform an in-depth analysis of how changes in price, volume, and product mix impact your overall revenue and margin. Identify the key drivers behind shifts in financial performance at the product level and get actionable insights for decision-making.
Price Waterfall: Use the Price Waterfall dashboard offers a comprehensive view of the pricing flow from list price to pocket margin, helping teams understand how much value is retained after all price-related deductions.
Use Pricing Analytics Dashboards: The dashboards in the Pricing Analytics app help finance and analytics teams to make informed, data-driven decisions that optimize pricing strategies. By using these dashboards, businesses gain valuable insights into the impact of pricing decisions, enhance margin management, and align pricing strategies with broader business objectives. Access the dashboards and analytic tools from the Pricing Pulse homepage.
Overview: Use the Overview dashboard to get an overall understanding of your revenue and margin performance across different regions. Monitor key performance indicators like revenue, cost, margin, and margin percentage to identify geographical trends and assess business performance at a glance.
Product Analysis: Use the Product Analysis dashboard to assess the performance of your products and product categories from different financial perspectives. This tool helps you understand the contribution of individual products to your overall revenue, cost, and margin, enabling better product-level decision-making.
Revenue Management Intelligence Dashboards: Use the analytics dashboards for Revenue Management (formerly Revenue Cloud) to gain comprehensive visibility into your revenue operations across billing, pricing, order management, and subscription business models. These dashboards consolidate key performance metrics into actionable visual insights, empowering sales, finance, and operations teams to track trends, optimize revenue processes, and make data-driven decisions. Each analytics app provides targeted dashboards designed to highlight critical data for specific roles and functions within the revenue lifecycle.
Revenue and Margin Forecast: Use the Revenue and Margin Forecast dashboard to forecast future revenue and margin based on historical data and current pricing strategies. This dashboard helps business leaders evaluate whether they are on track to meet their financial goals and adjust strategies accordingly.
Set Up Revenue Management Intelligence: To access dashboards and analytics for all functional areas in Revenue Management (formerly Revenue Cloud) workstreams, set up Revenue Management Intelligence.
Use Subscription and Revenue Lifecycle Analytics Dashboards: The Subscription and Revenue Lifecycle Analytics dashboards offer insights into key metrics such as renewals, churn, and customer engagement. Users can analyze trends, understand retention patterns, and optimize renewal strategies for long-term revenue growth. By providing detailed data on customer behavior and product usage, these dashboards reduce churn and improve subscription success. The dashboards provide a complete view of subscription performance across different customer lifecycle stages. Access the dashboards from the Tableau Next app.
Overview: Use the Overview dashboard to monitor the current state of your subscription business, including monthly recurring revenue (MRR), active subscriptions, booking revenue, and sales rep performance trends. This view offers a consolidated snapshot of key growth metrics to help sales leaders and operations teams track revenue, identify opportunities, and assess rep performance.
Renewals and Churn: Use the Renewals and Churn dashboard to analyze customer retention and understand churn patterns by tracking key subscription renewal metrics, customer/account behaviors, and product performance over time. This tab provides granular insights into renewal trends, helping teams identify gaps in the renewal process, take proactive measures to retain customers, and reduce revenue loss due to cancellations or downgrades.
Revenue Management License Comparison: Your Revenue Management (formerly Revenue Cloud)license determines the functional areas, solutions, and Billing features available in your Salesforce org.
Learn About Revenue Management: Manage your entire revenue lifecycle, from initial sales to recurring subscriptions, on one trusted platform. Empower your business with streamlined operations, and accelerate your time-to-market. Automate tasks with AI agents and free your sales reps to focus on customer relationships.
Get Started with Revenue Management: Explore Revenue Management (formerly Revenue Cloud)documentation, Trailhead modules, hands-on exercises, and support options. Learn about what’s included in Revenue Management, important use cases, setup steps, and how to get ready for your implementation.
Revenue Management Billable Usage Types: Usage of certain Revenue Management (formerly Revenue Cloud) features impacts your event credit consumption. For more information on how usage is billed, refer to your contract or contact your account executive.
Revenue Management Intelligence for Revenue Management: Revenue Management Intelligence offers a comprehensive suite of Tableau Einstein dashboards to assess revenue strategies and achieve cost-effective results. Integrated with Data 360, the dashboards feature detailed data visualizations and analysis of key performance indicators, enhancing the efficiency of revenue strategies. Revenue Management (formerly Revenue Cloud)uses analytics across all functional areas of Revenue Management to create a smarter, more efficient product-to-cash solution.
Revenue Cloud Operations Console: The Revenue Cloud Operations Console app provides insights into pricing operations and configuration behavior. Review performance and errors to ensure optimal performance.
Set Up Product Configuration Logs: Set up configuration logs to monitor and troubleshoot product performance. Create a permission set with the Read and write configuration logs user permission and assign the permission set to users, then select values for Decision Explainer setup objects.
Turn On Configuration Logs: Select a configuration log in the Revenue Cloud Operations Console app to view data on configuration performance.
Create a Rule Library for Promotions in Revenue Management: A rule library maps context definition tags to the fields used to define promotions and eligibility criteria. Create a rule library for your pricing designers to use when they create promotions.
Design a Promotion in Revenue Management: Create a promotion for simple products, bundled products, or all products in a category based on product selling models and other eligibility criteria.
Enable Channels: After you edit the Product Discovery and sales transaction context definitions, update the rule library and enable channels.
Examples of Promotions Based on Selling Models (Beta): Use the Get Discount + Rewards on X (Based on Selling Model) template to offer amount or percentage discounts on products and categories based on a product selling model. When users apply a promotion to a subscription-based product, Revenue Management applies discounts to the entire subscription term.
Promotions in Revenue Management: Use promotions in Revenue Management (formerly Revenue Cloud) to boost sales and influence buying decisions. Pricing designers offer granular discounts on products and categories, define eligibility based on product selling models and channels, and set how multiple eligible promotions combine. Sales reps, partners, and customers then apply eligible promotions when they work with quotes, orders, and assets.
Design Promotions in Revenue Management: Pricing designers offer percentage and amount discounts on simple products, bundled products, and categories. Specify evaluation methods, scope, and application type so rewards align with your business goals.
Set Up Promotions in Revenue Management: Turn on Promotions for Transactions so your pricing designers can create promotions and your sales reps, partners, and customers can apply them to transactions. Complete these steps in order.
Set Up Channel-Based Promotions in Revenue Management: Complete this optional setup so your pricing designers can define promotion eligibility based on channels. After setup, Revenue Management shows promotions to sales reps, partners, and customers only when they transact from an eligible channel. For example, a company that sells in person, by phone, and on its website can offer different promotions based on where the sale occurs.
Create a Custom Field: On the Account object, create a custom field to store channels.
Supported Customizations: Optionally customize promotion eligibility and visibility. Set up channels so designers can show promotions based on sales channels, or customize Product Discovery to show promotions based on transaction currency instead of account currency.
Show Promotions Based on Transaction Currency in Multicurrency Orgs: Complete this optional setup to show promotions based on the transaction's currency. By default, when you use multiple currencies in Salesforce, the Browse Catalogs window shows promotions based on the currency of the account associated with the transaction.
Turn On Promotions in Revenue Management: Turn on promotions so your pricing designers can design promotions and define eligibility rules, and your users can apply promotions on transactions.
Considerations for Promotions: Review these known considerations, limits, and asset-lifecycle behavior before you design and apply promotions.
View or Apply Promotions in Revenue Management: View and apply eligible promotions at different stages of the transaction lifecycle. Promotion availability depends on factors such as product selling models and sales channels.
Reverse Cardinality: Reverse Cardinality enables product designers to specify the number of Source Product instances that can rely on a Target product instance within a Relies On relationship. In reverse cardinality, users can define how many source product instances rely on a target product instance.
Revenue Management Features and Feature Sets: Salesforce Go offers a powerful array of features and preconfigured feature sets designed to accelerate the deployment of Revenue Management.
Use the Revenue Management Subscription Selling Solution: Install a reference configuration and sample data from Salesforce Go in a sandbox. Use the working subscription-selling setup to evaluate your implementation before production.
Clone the Default Rating Discovery Procedure: Clone the predefined rating discovery procedure available with Rate Management and customize it. You can also build a custom rating discovery procedure to meet your business’s unique needs.
Create a Rating Procedure by Cloning the Expression Set Template: Clone a predefined rating procedure template, such as the Default Rating Procedure and the Negotiable Rating Procedure, available with Rate Management. You can also build a custom rating procedure to meet your business’s unique needs.
Commitment Rate Adjustment: The Commitment Rate Adjustment element applies rate adjustments and calculates rates for commitment-based products.
Configure Your Rating Discovery Procedure: To retrieve rate cards, rate card entries, and related adjustments based on the filter criteria for the context input, use Rating discovery procedures.
Create a Rate Card Entry for Base Rate Cards: Define a per-unit rate applicable to the usage resource. When creating a new rate card entry for Base Rate Cards, you define the per-unit rate that will be applied to the usage resource. This per-unit rate specifies the cost or charge for each unit of the resource consumed.
Create a Rate Card: A rate card defines the group of rules that are applicable to rate the usage resources granted with the sold product.
Create a Rate Card Entry For Tier Rate Cards: Define different tiers of consumption for a usage resource and set a rate for each of these tiers. With tier-based adjusted rates, provide discounts to customers who have varying consumptions.
Create Price Book Rate Cards: To determine the rates for a usage resource, map the price book related to the sellable product with a rate card that’s related to the corresponding usage resource. Create a Price Book Rate Card record for each rate card type, such as Base or Tier.
Explore Rate Management in Revenue Management: Learn about the licenses required to use rate management and the personas each license supports. Understand the key terms and things to consider when you implement rate management for your organization.
Assignment: Use the Assignment element to set and change the context tag values of variables.
Add the Rounding Values Element: Use the Rounding Values element to ensure that all rating elements added to the rating procedure work for different currencies in a single currency org.
Base Rate: To calculate the base rate of a usage resource based on the rate card type, use the Base Rate element.
Base Rate Variables: To monitor rates, use the RateManagementContext context definition and associate the Base Rate element with the Rate Card Entries lookup table.
Get Binding Object Rate Adjustment: To retrieve the binding object rate adjustment ID(s) and map the variables to the relevant context tags, use the Binding Object Rate Adjustment Resolution Entries lookup table.
Formula-Based Rating: The Formula-Based Rating element performs functions and mathematical calculations to generate the rate of a usage resource.
Get Binding Object Rate Card Entries: To retrieve the binding object rate card entry IDs and map the variables to the relevant context tags, use the Binding Object Rate Card Entry Resolution Entries 2 lookup table.
Get Rate Card Entries: Select the Rate Card Entry Resolution Entries 2 lookup table to fetch the rate card entries related to the rate card fetched by using the Get Rate Card element. Then, map the variables to the relevant context tags.
Get Rate Cards: Select the Pricebook Rate Card Entries lookup table to fetch the rate card and map the variables to the relevant context tags.
Get Tier-Based Rate Adjustments: Select the Rate Adjustment by Tier Resolution Entries lookup table to fetch the tier-based adjustments, and then map the variables to the relevant context tags.
List Group and List Operation: A list group element filters items in a list based on the filter conditions and then performs further operations on the filtered lists. A list operation is always the first step in the list group and defines how items in the list are filtered.
Manual Rate Discount: The Manual Rate Discount element calculates the final price of a product after you manually enter the external discounts.
Manual Rate Discount Variables: To calculate discounts, use the RateManagementContext context definition and map the variables to the relevant context tags.
Negotiated Base Rate: To calculate the negotiated rates applied on the base rate of the usage resource, use the Negotiated Base Rate element. The negotiated base rate element uses the Asset Rate lookup table to determine if rates were negotiated. If rates weren't negotiated, the element uses base rates.
Negotiated Base Rate for Binding Object: Use the Negotiated Base Rate element to calculate the negotiated target-specific rates. The negotiated base rate element uses the Binding Object Rate lookup table to determine if rates were negotiated. If rates weren't negotiated, the element uses base rates.
Negotiated Rate Card Entries: Use the Negotiated Rate Card Entries element to determine the Rate Card Entry ID from the Asset ID.
Negotiated Tier-Based Rate Adjustment: The Negotiated Tier-Based Rate Adjustment element calculates the negotiated rate for a usage resource based on the defined tiers, applying either a discount or a surcharge.
Negotiated Tier-Based Rate Adjustment for Binding Object: Use the Negotiated Tier-Based Rate Adjustment element to fetch the tier-based rate adjustment with bound range related to the binding object ID specified in the decision table along with other input values.
Negotiated Volume-Based Rate Adjustment for Binding Object: Use the Negotiated Volume-Based Rate Adjustment element to fetch the volume-based rate adjustment related to the binding object ID specified in the decision table along with other input values.
Rate Adjustment Matrix: The Rate Adjustment Matrix element calculates the rate of a usage resource based on the discounts configured for a set of custom conditions.
Rate Adjustment Matrix Variables: To calculate discounts, use the RateManagementContext context definition and relate it to a custom rate adjustment matrix.
Rating Setting: Use the Rating Setting element to map commonly used variables in a rating procedure to context tags.
Rounding Values: The Rounding Values element assists in precisely calculating the rate of a usage resource by using rounding rules.
Stop Rating: Use the Stop Rating element to stop the execution of the rating procedure for a particular line item. During simulation, the Waterfall view shows the element that the rating procedure stopped at.
Tier-Based Rate Discount: The Tier-Based Rate Discount element determines the discount for a usage resource based on the quantity consumed.
Volume-Based Rate Discount: The Volume-Based Rate Discount element calculates the usage resource rate based on the discounts configured for the quantities consumed.
Volume-Based Rate Discount Variables for Non-Negotiable Rates: To calculate non-negotiable rates, use the RateManagementContext context definition and relate the Volume-Based Rate Discount element with the Rate Adjustment by Volume Entries 2 lookup table.
Enable Rate Management: Give your users access to the Rate Management objects and features.
Enable Rating Waterfall Persistence: Waterfall persistence stores the rating logs in a structured manner within the Salesforce database. Rating waterfall logs capture the sequence of rating decisions applied during execution for efficient tracking and retrieval of rating information.
External Objects Used in Rate Management: Rate management is part of a larger suite of products under Revenue Management. Because these products are closely integrated, rate management uses several objects that belong to other products within Industries and Revenue Management.
Key Roles in Rate Management: Multiple users who work in various capacities within an organization can use and manage a usage resource’s rates.
Map Line Item: Use the Map Line Item element for precise mapping of variables. This element maps variables at the level of the main line item and the level of the sub-line items, which are created when multiple transactions occur on the same line item.
Negotiated Volume-Based Rate Adjustment: Ensure consistent surcharges or discounting across all relevant usage with the Negotiated Volume-Based Rate Adjustment element. The Negotiated Volume-Based Rate Adjustment element is similar to the Negotiated Tier-Based Rate Adjustment element. However, in volume-based rate adjustment, negotiated rates are applied uniformly to all quantities of the usage resource so that it's easier to uniformly manage volume-based negotiations.
Rate Card Entries: Use rate card entries to set rates and rate adjustments that are used to calculate and control the final net rate of each usage resource. The setup ensures that your deals are accurately rated. To make sure products are accurately charged during usage selling, define the pricing for your products in both standard currency and tokens.
Rate Cards and Rate Card Entries: Define the rules that are used to rate the consumption of a group of usage resources within a product. If the customer consumes the usage resource beyond the granted limits or period, specific rates are applied.
Configure Rate Pricing Calculations in Revenue Management: Use Rate Management to easily define the rates for usage resources granted with the sellable product. Set up rates based on consumption of a usage resource. Define rate adjustments based on the consumption quantity of a usage resource. Use rating procedures to create precise formulas for calculating the final net rate and use the rating waterfall view to understand the rate breakup steps of the rating calculation process.
Rate Management Permission Set Licenses: Manage the Rate Management functionality easily and securely by using permission set licenses. Add permissions so that specific user personas can complete the work that's assigned to their role.
Rate Management Setup: Rate Management provides the key tools to manage rates for consumption-based products. To leverage these tools effectively, you must first complete the setup detailed in this section. This process represents our recommended base configuration and is a prerequisite for building any custom solution. It ensures essential procedures can be customized and data can be synchronized for accuracy. Complete all of the following steps before continuing to design your rating solution.
Rate Management Limits: Review the default limits for Rate Management components and their usage. To modify the set default values, ask your Salesforce admin to raise a support ticket.
Elements in a Rating Discovery Procedure: Use Rating Discovery Procedure to get rates for your usage resource based on the specified Binding Object ID or Pricebook ID.
Rating Discovery Procedures: Rating discovery procedures fetch the binding objects, rate cards, rate card entries, and rate adjustments associated with multiple sellable products and usage resources related to a price book. Use the retrieved rate information to provide quotes for usage-based products to customers by using Quote and Order Capture and Asset Lifecycle.
Get Rate Cards: Use the Get Rate Cards element to fetch the rate cards that you need for your rating procedure.
Explore Available Rating Elements in Revenue Management: Rating elements are the building blocks of a rating procedure. A new rating procedure is always blank, and each added element forms a step in the rating procedure. Use the available rating elements to form logical steps in the rating procedure.
Rating Procedures: Rating procedures are customizable, ordered stacks of rating elements that are used to calculate the final net rate of a usage resource. Each rating element forms a step in a rating procedure. Rating elements call appropriate lookup tables to perform the rating calculations.
Simulate and Activate Your Rating Procedure: Before you activate your rating procedure, run simulations to test if the variables that you entered are accurate. If your rating procedure doesn’t work as expected, edit the values that you entered and try again. When you’re satisfied, activate the rating procedure version.
Rollup Definitions for Record Rollups: Create record rollup definitions and run them to aggregate records from multiple objects or groups. Use the intuitive UI to create record rollup definitions with just a few clicks. Specify rollup objects, filter conditions, and join conditions when you create record rollup definitions.
Record Rollup Definitions Basics: Get to know rollup objects, join conditions, and filter conditions, which are the key elements of a record rollup definition.
Best Practices for Managing Record Rollup Refresh Operations: On-demand record rollup helps your business executives refresh record rollup results instantly. Scheduled batch runs all the active record rollup definitions according to a predefined schedule refreshing rollup results periodically. Explore the key differences between scheduled batch and on-demand record rollup refresh operations.
Components for Showing Rollup Results: ShowMultipleRecordRollupResults and ShowRecordRollupResults are the prebuilt components available with the record rollup definitions feature. To show record rollup results in a clear and organized format, add one of these components to the rollup target object’s Lightning record page. Review these essential details about these components.
Considerations for Using Record Rollup Definitions: When you set up record rollup definitions, keep in mind these considerations for creating, updating, deleting, and managing record rollup definitions.
Create a Record Rollup Definition and Sync the Definition Details: Create a record rollup definition by specifying rollup objects, filter conditions, and join conditions. Activate the definition, and sync the definition details to generate a Data Processing Engine definition.
Periodically Run Record Rollup Definitions by Using Schedule-Triggered Flows: After you activate and sync record rollup definitions, to get the aggregated records, run the Data Processing Engine associated with active record rollup definitions. To ensure that any recent updates to the record rollup definitions are accounted for, create schedule-triggered flows so that active record rollup definitions are periodically run.
Manage On-Demand Record Rollup for Record Rollup Definitions: Enable or disable on-demand record rollup at the definition level. After you create and activate record rollup definitions, enable on-demand record rollup for one or more rollup definitions based on your business needs. You can always disable on-demand record rollup for these definitions later.
Setup and Configuration of On-Demand Record Rollup: To help your business executives refresh record rollup results instantly, enable on-demand record rollup in your org. Edit the definitions and configure on-demand record rollup.
Set Up Record Rollup Definitions: Assign users the necessary permission sets and object permissions. Create record rollup definitions and activate them. Sync record rollup definition details with Data Processing Engine. Create a schedule-triggered flow for an active record rollup definition and run the flow. The flow executes the Data Processing Engine definition associated with the record rollup definition.
View Record Rollup Results: View record rollup results in a clear and organized format on the record details page of a rollup target object.
Rule Library Mappings: Here's the list of mapping names and the tags in the default ConsumerSalesContext context definition that they map to.
Omnistudio: When your Salesforce instance has Business Rules Engine and Omnistudio enabled, you can call expression sets and decision matrices from Omniscripts and Omnistudio Integration Procedures.
Choose How Sales Agreement Actuals Are Calculated By Default: Define how actuals are calculated and updated by default in all sales agreements in your Salesforce org. Sales agreements actuals can be derived from orders, from orders associated with contracts, or from data imported from external systems. You can also give users the permission to change how the actuals of specific sales agreements are calculated. Users can also manually update the actual quantities of products for every schedule when a sales agreement is active.
Choose How Sales Agreements Are Approved: Key account managers can self-approve sales agreements, submit sales agreements to be approved through an approval process, or both. To prevent key account managers from self-approving sales agreements, enable Approval Process in the Sales Agreement settings in Setup.
Set Up Experience Cloud Sites for Manufacturing: Connect and collaborate with partners and customers by using Experience Cloud sites for Manufacturing. Admins can use Salesforce Experience Cloud to build branded partner portals and customer portals. Manufacturers can collaborate with partners by using partner portals to drive more sales, manage service operations, and help partners track the entire lifecycle of their assets. Manufacturers can use customer portals to connect with customers to give them visibility into their assets, orders, and warranties and to help them get the answers they need. Admins can create multiple sites based on their business needs, create partner and customer users, and control access to the information shared with the partner and customer users.
Manage Metrics for Sales Agreements: Select the metrics that you want to show for sales agreements and group similar metrics. Select the quantity and revenue metrics that you want your key account managers to view in the sales agreements table for a sales agreement. Create metric groups to group similar metrics and help account managers view agreement terms for metrics in a group based on their business needs. Each group can contain up to 10 metrics.
Create Custom Metrics for Sales Agreements: Account managers can use custom metrics to track performance indicators such as territory-based revenue, inventory levels, and average price. To create a custom metric, first create a custom number, currency, or formula field on the Sales Agreement Product and the Sales Agreement Product Schedule objects each. If the metric needs to be aggregated, use a Roll-Up Summary field on the Sales Agreement Product to summarize values from the corresponding field on the Sales Agreement Product Schedule. Then, map the custom field in the Sales Agreement Product to the custom field in the Sales Agreement Product Schedule. To help users view and use the custom metric in sales agreements, add the custom fields to the required page layouts.
Set Up Decimal Metrics for Sales Agreements: Specify the default number of decimal places for quantity metrics for all sales agreements in your Salesforce org. All quantity metric fields in the Sales Agreements table reflect the number of decimal places specified as the decimal scale. You can order the precise quantity of products you want using decimal values.
Define Future Actuals Calculation Schedules: Specify how many future schedules for sales agreements in your Salesforce org must be included in the actuals calculations. You can include a maximum of 24 schedules. When you create a sales agreement, you can change the number of future schedules for that agreement.
Create an Experience Cloud Site for Manufacturing: Create an Experience Cloud site to connect with and collaborate with your partners and customers. To quickly build a site, use the predefined Manufacturing template that includes the Manufacturing objects and features. You can also create a site from scratch or by using another template and adding the Manufacturing objects to the site.
Specify the Contacts Notified About Sales Agreement Processes: Select the users to whom email notifications are sent about the status of sales agreement processes. If an automated process fails, an email with details of the failure and next steps is sent to the primary and secondary contacts that you provide.
Customize Page Layouts for Sales Agreement Foundations: Give users the visibility into key information about sales agreements and help them submit sales agreements for approval by customizing the Sales Agreement and Sales Agreement Product record pages. A page layout controls the placement and organization of buttons, fields, s-controls, Visualforce, custom links, and related lists on an object record page. The page layout also determines which fields are visible, read only, and required.
Manage Long-Term Business with Sales Agreements in Manufacturing Cloud: Track and manage run-rate purchasing negotiations with customers, distributors, and suppliers by using Sales Agreements. Sales agreements give manufacturers a comprehensive view of long-term planned and actual business. Manufacturers get complete visibility into their business opportunities and projects, and can track the performance and compliance of customers and partners. Manufacturers can drive more run-rate business, optimally price deals, and curate the most suitable products for customers by using the revenue management features for sales agreements.
Set Up and Configure Sales Agreements: Manage your run-rate business by setting up Sales Agreements Foundations. Optimally price deals and sell the most suitable products to customers by setting up the revenue management features for sales agreements.
Manage Error Records for Sales Agreement Mass Updates: When a mass update on a sales agreement fails to process, the system log containing the exact failure details is stored within the underlying Batch Management framework. However, because direct access to the RecordFile field on the BatchJobPart entity is restricted by default, administrators and users cannot natively view these failure details. Follow these methods to configure custom components and access paths that restore tracking visibility and help users troubleshoot failed records.
Activate a Sales Agreement: An approved sales agreement gets activated automatically on its start date after the daily process runs at 1:00 AM. If a sales agreement isn’t approved by the start date, the daily automated process doesn’t select the sales agreement for activation. If the activation process fails, you must manually activate the sales agreement.
Manage Products and Categories in a Sales Agreement: Key account managers can add products or categories to a sales agreement based on the product level of the agreement. After you add products or categories to a sales agreement, you must get the agreement approved. You can also update the products or categories that you add to a draft sales agreement. When a new product line or product category is introduced, or an existing line is expanded to include more products, you can add more products or categories to an activated sales agreement.
Approve a Sales Agreement: After you create a sales agreement, you must get it approved before its start date, or it won’t be activated. You must also get a sales agreement approved when you update its terms. If your admin has set up an approval process for sales agreements, you must submit sales agreements for approval. If an approval process isn’t set up, you can self-approve sales agreements.
Cancel a Sales Agreement: You can cancel an approved or activated sales agreement. After a sales agreement is cancelled, it can’t be edited. Actuals for a sales agreement are recalculated after it’s cancelled.
Create Orders Associated with Contracts to Calculate Sales Agreement Actuals: To derive sales agreement actual values from orders associated with contracts, create a sales agreement with the actuals calculation mode as Automatically from orders through contracts. Create orders and contracts that are related to the sales agreement. A daily automated process derives the product quantity fulfilled in each active order, and updates the actual quantity in the sales agreement.
Create a Sales Agreement: Create a sales agreement to get a consolidated view of products, schedules, and associated metrics for long-term business transactions.
Delete a Sales Agreement: You can delete an active, approved, canceled, or expired sales agreement that contains products or categories. You can't delete a sales agreement if it has an order or a contract associated with it.
Create Orders to Calculate Sales Agreement Actuals: If the actual quantities are automatically calculated from direct orders, create orders from the related list of a sales agreement record. A daily run automated process derives the product quantity fulfilled in each activated order, and then updates that quantity in the sales agreement.
Expire a Sales Agreement: An active sales agreement automatically expires on its end date. You can’t edit an expired sales agreement. The status of the sales agreement updates to Expired on the end date after the daily system job runs at 1:00 AM. If the expiration process fails, you can manually change the status of the sales agreement to Expired. You can't expire an agreement before the end date.
Recalculate Actuals for Sales Agreement Terms: Recalculate actuals on the Agreement Terms tab of an active sales agreement with a single click. The recalculation process derives product quantities from all associated orders that are fulfilled from the last recalculation date, and updates the sales agreement.
Create and Work with Sales Agreements: Bring predictability to your business transactions, profitability, and revenue margins with sales agreements. Use sales agreements to negotiate purchase and sale of products over a continued period of time. A sales agreement provides you insight into products, prices, discounts, and quantities. With an integrated sales experience, you can also track your planned and actual quantities and revenues with real time updates from orders and contracts.
Sales Agreement Metrics: Track the key quantity and revenue metrics for long-term business negotiations that matter to your company in sales agreements. You can view metrics for products and categories across all schedules on the Agreement Terms tab of a sales agreement. While some metrics are auto-calculated based on orders and contracts, you can specify values for others.
Renew a Sales Agreement: Renew a sales agreement to create another sales agreement with the same products and attributes. You can renew a sales agreement when it’s active, under revision, or expired. When you renew a sales agreement, all products along with their initial planned quantities are copied into the new sales agreement. You can renew sales agreements based on the renewal period defined by your Salesforce admin.
Update Values in Sales Agreement Terms: Update individual values at a time or simultaneously update multiple values of a single metric in the agreement terms table. For a draft sales agreement, you can update the agreement term values for all the schedules. For an activated or approved sales agreement, you can update the values for the current schedule, the schedule before the current schedule, and future schedules. When you make updates to an activated sales agreement, its status changes to UnderRevision. After you get the updates approved, the sales agreement is reactivated.
Save Assets to Debug Data Cloud App Installation Failures: Save your Data Cloud app assets within the app to maintain access to the assets even if the app installation fails. Use the saved assets to easily debug app installation failures.
Scoring Framework: Easily and quickly build and deploy propensity models for a variety of use cases using clicks instead of code. Build and deploy the models to predict key aspects for the future of your business and make informed decisions.
Get Device Status Overview: From the device details overview page, reset the status of all devices, access the Device KPI Tracing page, access the Device Detail Edit page, and reset the status of devices.
Check Sync History: View, filter, and export sync history logs and KPIs to monitor and troubleshoot mobile app sync performance.
Named Fetch Trees: Configure named fetch trees (NFTs) to link a tracked object to the records you want to sync with it.
Supported SOQL Queries: Review which SOQL query combinations are supported when using named queries for data distribution.
Sync Assignments: Sync assignments map users, profiles, and roles to the sync and tracked object configuration they use.
Sync Concepts: Understand the concepts for syncing data between Salesforce and a mobile device.
Sync Configuration: Use the Sync Configuration tab to configure and monitor the Consumer Goods Cloud offline mobile app.
Sync Config Page: Use this page to configure sync settings and mobile options, and to set limits for configurations.
Sync Management: To configure how data is synced between Salesforce and mobile devices, configure the Sync Management app.
Sync Management App: Monitor sync and configure sync settings, mobile settings, and deployment options for the Consumer Goods Cloud offline mobile app.
Remote Request: Identify issues by requesting and analyzing extended mobile app sync data or logs by triggering remote requests for mobile devices.
Rules for Object Mapping: The sequence in which the configurations are considered depends on how the configurations are mapped with users, roles, and profiles.
Tracked Objects: Configure tracked objects to control which Salesforce object data syncs to mobile devices.
Tracked Objects: A tracked object is a standard or custom object that's synced to mobile devices as a database table.
Monitor Sync Progress: View sync progress and connectivity status on the Sync page of the Consumer Goods mobile app.
Device Details Edit Page: The Device Details Edit page shows a mobile device's general information, API usage, and lets you send remote requests to it.
Device Health Details: The Device Health Details page shows the details of all the sync processes you can run in the Monitor Device Detailed Health Dashboard.
Device KPI Tracing Page: The Device KPI Tracing page shows query execution details for a mobile device in Trace Mode.
Device Status Overview: The Device Status Overview page shows the mobile devices running the Consumer Goods Cloud offline mobile application, and detailed information about those devices.
Downloading Latest Metadata: If you haven’t made metadata changes from the Sync Configurator tab, for example field sets or permission sets, force the update.
Create a Sync Message: To keep users engaged during the sync progress, configure sync messages.
Sync Error and Troubleshooting: To prioritize issues that you encounter in Salesforce or mobile devices, identify and understand the severity of these issues.
Agentforce Sidebar: Users can get agentic insights real time, automate tasks, and run data queries on the Agentforce sidebar in tablets without leaving the current page in the Consumer Goods Cloud mobile app.
Bluetooth Thermal Printer: Configure print layout and print documents from your Consumer Goods Cloud mobile app through Bluetooth thermal printers.
Calculate Sync Time with CPU Time: Protect your system from reaching potential Apex CPU governance limit exceptions by incorporating a buffer in the calculation of sync execution time.
Queue Sync Users at Maximum Limit: Prevent overloading the system and maintain optimal performance when the number of sales reps initiating sync simultaneously from their mobile devices exceeds the configured limit.
Sync History: The Sync History page shows information about sync attempts, sync duration, sync type, user information, sync status, sync KPIs, and all sync-related data that is uploaded and downloaded.
Configure Sync Settings: Use the Sync Config page to configure sync settings and mobile options and to set limits for configurations.
Create a Mobile App Theme: Create a mobile app theme by cloning an existing theme or building one manually, then configure its components, colors, and buttons.
Configure Mobile Settings: Define mobile settings that are applicable to all mobile devices by using the Configure Mobile Settings page.
Configure Named Queries: You can limit the data that is sent to a mobile device by configuring named queries.
Configure Named Fetch Trees: Configure named fetch trees (NFTs) to define the objects, join fields, and filters that the offline mobile app downloads during sync.
Create a Tracked Object: To download data for an object during a sync, create a tracked object.
Evaluate Named Fetch Trees: Evaluate named fetch trees (NFTs) to view query summaries, results, and errors for users and parent or child NFTs.
Export Mobile App Themes: Export a mobile app theme as a .csv file so that you can transfer it to another Salesforce org.
Download Latest Metadata: To reset metadata timestamps and download the latest metadata from the server, force a client metadata update.
Import Mobile App Themes: Import an exported mobile app theme CSV file into a target Salesforce org, optionally overwriting an existing theme.
Initiate a Sync Process: Initiate a sync process for the Consumer Goods offline mobile app, including the Initial Sync performed after installation.
Map Users, Roles, and Profiles: Create assignments between users, profiles, and roles for all levels in the configuration tree by using the Assignment page.
Upload a Deployment Package: Upload the deployment package containing the mobile app customizations to the sync app and then assign users who can use the deployment package.
Select Rating Discovery Procedure: To select a rating discovery procedure, you must first clone the predefined rating discovery procedure available with Salesforce Rate Management. You can also build a custom rating procedure to meet the unique needs of your business.
Select a Dataspace: Select the dataspace containing the required data model object for setting up your scoring model.
Service Process Studio: Service Process Studio helps you design seamless customer service processes quickly and efficiently. Service agents can launch these service processes to get started with their customer service operations.
Service Request Setup: Manage high-volume, low-risk requests, by configuring the Service Request entity. Service requests are designed for standard, repeatable actions where the user’s intent is: I need something.
Set Up Agentforce for Unified Catalog: Set up Einstein Generative AI and Agentforce to get access to the generative AI features and assets provided with Agentforce for Unified Catalog. Configure agents that assist your teams in optimizing their product and service process related tasks. Provide users access to work with agents.
Set up and Configure Consumer Goods Cloud for Service: Set up Consumer Goods Cloud for Service so your service reps can manage accounts, visits, orders, pricing, and engagement history records across the service life cycle.
Set Up Audit Trails for Contact Center Console: Use Audit Trails to monitor and analyze the identity verification audit records of customers and detect potential compliance fraud or identity breaches.
Business Rules Engine Setup: Configure your users to use Business Rules Engine and assign permission sets so that the users can access expression sets and lookup tables.
Set Up Care Observation Triggers: Use process builder to create care observation triggers when a patient’s care observations don’t meet the care metric target conditions. You can create a trigger to post on Chatter or send an email to notify the user about care observations that fall out of range.
Enable Context Services: Simplify the sharing and consumption of business application data using Context Service. Acting as a generic module, Context Service forms a layer between applications and procedures, enabling easy retrieval and use of data across various industry clouds. Context definitions ensure efficient data access at every step of the process. A context definition defines the relationship between the nodes and the attributes within each node.
Set up Digital Experiences: Create a Self-Service Portal from an Experience Cloud template. Set up the newly created site and publish it. Then set a contact as a customer to log in to the Experience Cloud.
Reduce Patient No-Shows with CRM Analytics Prediction: Intelligently highlight the days and times a patient is most likely to attend based on the history of similar people by using the CRM Analytics Prediction for Intelligent Appointment Management add-on. When you identify ideal appointment times up front, you increase the likelihood of patients showing up for their appointments, save your staff from spending time on coordinating reschedules, and maximize your healthcare providers’ time.
Set Up Fields for Search and Verification: The Identity Verification Process Field object enables you to determine what a CSR or CCA sees, such as which fields appear in search results or which fields must be verified. Create an Identity Verification Process Field record for each field that is part of your identity verification process.
Set up Identity Verification for Contact Center Console: Set up Identity Verification to enable service agents to verify the identity of incoming calls, and follow guided processes for assisting new and existing customers.
Intelligent Appointment Management: Scheduling and managing appointments is at the center of key patient engagement processes such as patient intake, cost estimation of services, patient education, and post-visit surveys. With the Health Cloud Intelligent Appointment Management's easy-to-use console, call center agents and care coordinators can efficiently and accurately schedule appointments.
Set Up Net Zero Cloud Users: Configure user profiles, permission sets, and other security features in your Net Zero Cloud org.
Set Up Reciprocal Roles and Relationships for Intelligent Appointment Management (Managed Package Feature): Intelligent Appointment Management uses the relationships between a patient and their providers to surface appointments with existing providers at the top of the search results. Health Cloud uses two objects to represent the relationship between a patient and their assigned provider: the Reciprocal Role object and the Contact-Contact Relationship object. The Intelligent Appointment Management Configuration references the Reciprocal Role object.
Set Up Revenue Management: Use this step-by-step guidance for configuring Revenue Management (formerly Revenue Cloud). It outlines the setup steps for enabling revenue settings, creating profiles and users, assigning permission sets, setting up procedures, setting up all the features available in Revenue Management.
Set Up Scoring Framework: Enable Scoring Framework, and assign users the necessary permission sets and object access.
Set Up Search and the Minimum Number of Additional Verifiers for Identity Verification: When someone contacts a customer service representative (CSR) or a contact center agent (CCA) with a request, the CSR or CCA first searches for the person. To set up how the search works, create an identity verification process detail record. You can also specify the minimum number of additional verifying questions to ask.
Set Up Standard Salesforce Pricing for Communications, Media, and Energy (CME): Salesforce Pricing is a comprehensive, reliable, and user-friendly pricing solution. With Salesforce Pricing, your users can create customized price adjustment methods that define how discounts are applied to your products and services. Pricing procedures help you create precise formulas for calculating the final net price, and provide complete visibility into the pricing calculation process.
Set Up Mastercard Transaction Enrichment: Show rich merchant details for Mastercard transactions by integrating Transaction Dispute Management with Ethoca Consumer Clarity™. This integration provides cardholders with clear, recognizable information from the merchant to add valuable context to their transaction history.
Set up Access for Agent Console: Agent Console is built for the service representative persona. Add the right permission sets for the admin and the service representative permission set groups, and assign them to users to allow access to Agent Console.
Set up Interest Tags: With Interest Tags, your service agents can capture the needs and interests of your customers and then offer services that appeal them the most.
Set Up Ramp Deals: Prepare your system settings, clone required flows, update page layouts, and configure product segments to deploy the full ramp deal experience for sales reps.
Save Assets to Debug Analytics App Installation Failures: Save your CRM Analytics app assets within the app to maintain access to the assets even if the analytics app installation fails. Use the saved assets to easily debug app installation failures.
Extract Contract Details and Clauses with Contracts AI: Use Contracts AI to identify and extract contract details and clauses from a PDF. You can initiate multiple extractions simultaneously. The in-app notification shows the success or failure of the contract extraction and when an extracted clause is added to the clause library.
Advanced Approvals Troubleshooting and FAQ for Salesforce Contracts: Review common challenges related to setup, visibility, and contract lifecycle behavior in advanced approvals. Also, review the specific persona-based permissions and configuration requirements needed to ensure correct contract status updates during recall or cancel actions.
Advanced Approval Workflow for Salesforce Contracts: Use advanced approvals to manage contract review workflows by associating approval flows with contract types and controlling approval actions that update the contract lifecycle.
Actions Available for a Section in Salesforce Contracts: The permissible actions for a section depend on whether the section is locked or not. Contract authors, internal reviewers, and external reviewers can’t edit or delete sections that template designers lock.
Activate Obligations Based on Contract Status: Configure the Activate Obligations Based on Contract Status setting to control when obligations transition from On Hold to Active, Inactive, or Expired. The default value is Activated.
Add Clauses to Draft State or Clause Library: After you are satisfied with the clause drafted by Contracts AI, you can move the clause to the draft state and save the clause to the clause library.
Add Description for User-Defined Fields: Add descriptions for user-defined extraction fields. Each description acts as a prompt for generative AI, so precise and clear descriptions improve extraction accuracy.
Add Non-Standard Clauses to the Clause Library To Ensure Reusability: Clause users can use the intensive review process to submit non-standard clauses, such as clauses drafted by Contracts AI or marked as clauses for the designer's review. Once clauses are added to the library, contract users can then reuse them anytime, across various contract documents and templates.
Add E-Signature Recipients: The recipients are associated with the contacts. You can add the signers also by using Add Recipient.
Add Salesforce Contracts Licenses and Install Omnistudio Package: Add the required Salesforce Contracts licenses to your org. If your implementation uses Omniscript-driven state transitions, Omnistudio document generation, or Data Mapper integrations, also install the Omnistudio package.
Add a Text Watermark to a Document Template: Enhance document security and status visibility by adding a custom watermark to a Microsoft Word template. By using a token inside a text box, you can dynamically display the appropriate label in the generated document. Standard Microsoft Word watermarks found under the Design tab are not supported.
Additional Set Up for Salesforce Contracts: The post installation steps includes a additional setups such as setting up partner communities, reorder contract statuses, integrate docusign with Salesforce Contracts and so on.
Contract Approval Processes in Salesforce Contracts: Salesforce Contracts supports two approval mechanisms, the advanced approvals and the standard Salesforce approval process. The standard approval process is the default and runs when advanced approval isn’t configured.
Attach Additional Documents for Enhanced Contract E-Signature Experience: Contract authors can now elevate their e-signature experience by including supplementary files when they send contract documents for e-signature. DocuSign handles the contract document signing flow and the integration between Salesforce Contracts and DocuSign ensures an efficient e-signing journey for your stakeholders.
Attachments in Salesforce Contracts: The Contract Attachments allow you to upload, delete, search, and download the files from the list of attachments.
Auto Generate Document On Contract Creation: To automatically generate a new contract document version and add it to the object when using the Contract Create action button, you must configure the contract type config settings. You need to set up a few contract type configurations for document generation to be successful. The configurations include the default template name, document file name format, and auto-generate doc file type.
Auto Generate Document On Contract Update: To automatically generate a new contract document version and add it to the object when using the Contract Update action button, you must configure the contract type config settings. You need to set up a few contract type configurations for updating contracts to be successful. The configurations include the default template name, document file name format, and auto-generate doc file type.
Automate Clause Generation and Quickly Modify Clauses with Contracts AI: Use Contracts AI to draft legal clauses based on input parameters or user prompts. Automate clause drafting to reduce manual research, minimize stakeholder collaboration, and enhance consistency in language and format.
B2B Sales Home Dashboard for Salesforce Contracts: Embed the dashboard on the B2B Sales Home page to get a quick view on the top contracts for renewal based on the contract value. You can filter the contracts that are up for renewal based on the days left before expiration.
Billing Considerations for Contract Search: Use of the Summarize Contract Document and Query Contract Document actions impacts credit consumption. These actions rely on Data Cloud for document indexing and querying, and invoke generative AI through Agentforce to deliver summaries and answers.
Build Your Salesforce Contracts Team: Success requires you to have the right people at the table when you prepare, plan, and implement Salesforce for your organization. Growing talent within your company is critical to gaining success with Salesforce.
Compare Bulk and Single Document Extraction: Single-file extraction works well for new contracts that arrive individually. You upload a file directly to Salesforce and extract data from it immediately. Bulk extraction processes documents from an external repository connected through Data Cloud. The documents stay in the external repository and aren’t uploaded to Salesforce storage. Use bulk extraction to digitize a large volume of contracts.
Create a Bulk Extraction Configuration: Define which documents to process in your connected external repository, the data to extract, and where to store the results.
Delete a Bulk Extraction Configuration: To delete a bulk extraction configuration, you must first delete all associated contract extraction results. Deleting a configuration doesn’t remove previously generated extraction results.
Bulk Extraction with Contracts AI: Process documents directly from external repositories without uploading each file individually. Use Data Cloud and Document AI to extract large volumes of contract data and convert unstructured data into structured records. Create templates to define which contract fields and clauses to extract.
Change Ownership of Bulk Extraction Results: As a Salesforce admin managing extractions for a team, assign extraction results to the appropriate users for review and contract creation by changing ownership.
Change in Processing Time to Check In and Save Documents in Microsoft 365 Editor: Now, it takes up to one minute to check in a contract document version and save a document template in the Microsoft 365 editor. The processing time depends on the document’s size and contents. Wait until the processing is complete because closing the document ends the check in and saving process.
Change Obligation Owner: Only the obligation manager who created the obligation or the current obligation manager assigned to the obligation can change the ownership of the obligation to another obligation manager.
Clause Approval Workflow: Set up a clause approval workflow to send your draft clause for approval to your internal stakeholders, such as managers, and the legal team. The Submit for Approval action triggers the approval workflow. Salesforce verifies the list of approvers and automatically initiates the approval request notification via email, based on configuration.
Clause Drafting with Contracts AI: Contracts AI uses generative AI to draft clauses, extract data from legacy contracts, and build a searchable clause library for reuse across future agreements.
Customize Clause Generation in Contracts AI: To tailor the generated clause content, modify the standard prompt template by using Prompt Builder. This step is optional and intended for advanced use cases for using Prompt Builder.
Turn On Clause Generation in Contracts AI: Generate clause content by using Contracts AI. The standard prompt template runs automatically during clause generation and defines how content is generated.
Clone the ContractsExtractionContext Context Definition for Extraction: Create a custom context definition by choosing nodes, defining their relationship, and adding attributes. These custom definitions are available under the Custom Definitions tab. You can create custom definitions by using new, extend, and clone actions. For extraction, Salesforce recommends using the clone feature to clone the default ContractsExtractionContext context definition.
Collaborate with External Users in the Contract Management Process: Collaborate on contract management with a wide range of B2B and B2C external users through an interactive portal. External users can review documents, track e-signature status, and access the signed contract documents.
Compare Two Versions of a Contract Document from the Microsoft 365 Editor: Compare contract document versions directly from the Microsoft 365 editor during negotiations. Check out a document version, open the Salesforce Contracts Connector add-in, select the version to compare against, and review highlighted changes.
Comparing Contract Document Versions: Compare a contract's current version with any previous version to identify differences introduced during redlining. The comparison highlights content modifications and table edits. Initiate comparisons from the contract record page or the Microsoft 365 editor.
Configuration of Fields for Extraction From a File: Custom contract extraction lets you extract specific values from a file for both predefined and user-defined fields. For example, extract a payment method from a document and map it to a custom contract field. Use adaptable extraction templates with tailored prompt instructions for different use cases.
Configure a Microsoft Azure App and Create a SharePoint Site Using Guided Setup: Set up a Microsoft Azure app and create a SharePoint site to prepare for integration with Salesforce. This includes generating a client secret, configuring the necessary permissions, and creating a SharePoint site to enable document storage and sharing.
Configure a Named Credential and External Credential for Industries Einstein AI Extraction: A named credential stores your AWS account information. You can create a named credential in Setup. To extract contract details using Contracts AI, you must first extract values such as access keys, account ID, ARN, and IAM role from your AWS account. Use these AWS values to create an external credential and named credential. Additionally, create and assign a permission set to users.
Configure an Auth Provider for Salesforce Contracts Using Guided Setup: Set up an Auth Provider in Salesforce to establish a secure connection with Microsoft 365 and Azure. This process includes creating or selecting an auth provider, configuring the callback URL, managing email notificatinos, and testing the connection to ensure successful integration.
Configure Clause Category: When creating a clause set, to categorize your clauses, select the category for the clause set. In Setup, the system admin defines the clause categories for clauses.
Configure Context Service to Create and Update Contracts: Context Service provides a mapping interface for creating and updating contracts from standard and custom objects. Context Service replaces the XML field mapping framework with a configurable, point-and-click approach.
Configure Context Use Case Mapping to Create and Update Contracts: Context Use Case Mapping is the setup entity that stores the configuration details for the context service for Salesforce Contracts. It specifies the definition and mapping to be consumed to create and update contracts from any object.
Configure Document Generation Notifications for Salesforce Contracts: You can notify your users with timely email and in-app notifications for server-side document generation. In-app notifications are available by default and you can enable or disable the email notifications.
Configure E-Signature: System admin must integrate DocuSign with Salesforce Contracts for users to be able to email a copy of the document to sign at the recipient's convenience.
Configure Fields for Extraction With Contracts AI: Context Service uses extraction templates to identify and extract required field values from documents. Customizing field prompt descriptions guides generative AI to improve the accuracy of field value extraction based on predefined field mappings. These configurations apply across the Document AI, Multimodal, and Industries Einstein extraction methods.
Obligation Management Configuration: Achieve compliance, fulfill contractual commitments, and proactively mitigate risks by using the Obligation Management feature in Salesforce Contracts.
Configuration of Obligation Notifications: The CLM admin can notify your users with timely email and in-app notifications for obligations. In-app notifications are enabled by default, and you can disable email notifications. The notifications trigger when an obligation is assigned or deleted or when the obligation status or metadata is updated.
Connect with Salesforce Contracts Console App: The Salesforce Contracts Console serves as a one stop solution for contract management features such as homepage, contracts, and clauses.
Considerations for Salesforce Contracts on Lightning Platform Licenses: Lightning Platform Starter and Lightning Platform Plus licenses provide more limited object access than Core CRM licenses, and those restrictions carry over to Salesforce Contracts. Review these object-access limitations before you set up Salesforce Contracts for users with a Lightning Platform license.
Context Definitions to Create and Update Contracts: A context definition defines the relationship between nodes and attributes to access data from a mapped source. Use the predefined ContractsContextDefinition to create and update contracts from an Opportunity, Quote, or Order, or create a custom definition.
Context Use Case Mapping to Create and Update Contracts: Context Use Case Mapping stores the configuration that defines how the context service creates and updates contracts from any object. Default mappings for Opportunity, Order, and Quote are available under ContractsContextDefinitions, and admins can configure additional use case-specific context definitions.
Contract and Clause Extraction with Contracts AI: Use generative AI to automate the extraction of contract fields and clauses from PDF documents. Reduce manual data entry errors, track extractions from a unified interface, and improve clause-extraction precision with thumbs-up or thumbs-down feedback.
Standard Approval Workflow for Salesforce Contracts: A contract approval workflow routes draft contracts to internal stakeholders for review. The workflow triggers when a user selects Submit for Approval and sends email notifications to the configured approvers.
Contract Authoring in Microsoft 365 Editor: You can add clauses from a clause library to simplify the contract authoring and editing process by making it easier to locate and add relevant clauses and to update the existing clauses.
Agentforce for Contract Search: Use Agentforce to power AI-driven contract search. The Contract Document Overview topic lets contract managers and legal analysts summarize documents or ask questions about specific clauses. Customize the topic and prompt templates to match your business needs.
Use Salesforce Contracts Application: Contracts may go through multiple iterations. Each time there is a change, a new version is recorded. Contract document operations can be performed on contract document versions.
Contract Lifecycle Analytics for Contract Administrators: The Contract Lifecycle Analytics dashboard for contract administrators provides a comprehensive analysis of contracts based on status, completion time, renewal date, and clause to quickly identify the areas that need more attention.
Contract Lifecycle Analytics for Sales Operations: The Contract Lifecycle Analytics dashboard for sales operations provides the sales managers insights to analyze the contracts in different stages, identify top sales contract lines by value, and prioritize the contracts based on renewal date.
Contract Line Items: Embed this dashboard on the Contract page to view the average revenue of contract line items and compare them with the average price range and average revenue across all accounts.
Contract Review in Microsoft 365: Salesforce facilitates a seamless internal collaboration and external review process for contract management.
Enable Efficient Contract Reviews with Easy View of Edits at Each Stage: Use the Salesforce Contracts Connector for Word add-in to facilitate collaborative internal online contract reviews and offline external contract reviews. The add-in combines the capabilities of Microsoft 365 Word with Salesforce Contracts for a user-friendly, comprehensive integration.
Deploy the Contract Document Data Kit for Contract Search: Automate contract search setup by deploying the prebuilt Contract Document data kit. With a single click, the data kit provisions Data Cloud components and a hybrid search index, requiring only a few manual access steps.
Manually Configure Contract Search: Set up Contract Search manually to get fast, reliable answers across thousands of contracts. Use natural language to ask questions and receive relevant results along with AI-generated summaries.
Set Up Contract Search By Using Prebuilt Data Kit: Use a home or companion org architecture for centralized search, and deploy all required components in a single click with the prebuilt Contract Document data kit.
Contract Search Limitations: Review the functional and configuration limitations that impact how contract search indexes, retrieves, and processes contract data.
Contract Stage Insights in Salesforce Contracts Analytics: Embed this dashboard on the Contract page to analyze the number of days a contract remained in a specific stage. Compare contract duration with the global average time and get valuable context for performance evaluation.
Contract Type Config Settings: Contract type config settings control behaviors such as document attachment formats and default template associations when contracts are created or updated.
ContractCache and SalesContractLineCache Nodes: Nodes are canonical objects containing the attributes mapped to real data by the consuming application. A structure is defined between the nodes to ensure that the right set of information is passed during each step of the process.
Account Dashboard for Salesforce Contracts Analytics: Embed this dashboard on the Account page to get a quick view on the total revenue from all active contracts and analyze the revenue by each contract stage. You can also filter the contracts based on the days left before expiration to view the contracts due for renewal and their revenue.
Contracts AI: Use generative AI to change how your business handles contracts, clauses, and documents. Contracts AI streamlines the labor-intensive process of drafting clauses for legal agreements and enables the efficient extraction of contract details and clauses from complex PDFs. Einstein boosts your productivity, accuracy, and compliance in the digital age.
Contracts AI Overview: Use generative AI to change how your business handles contracts, clauses, and documents. Contracts AI streamlines the labor-intensive process of drafting clauses for legal agreements and enables the efficient extraction of contract details and clauses from complex PDFs. Einstein boosts your productivity, accuracy, and compliance in the digital age.
Quote Dashboard for Salesforce Contracts Analytics: Embed the dashboard on the Quote page to compare the price and revenue of sales contract line items across all accounts. You can also view the high-value contracts and contract line items.
Create a Contract Extraction Template for Extraction: Create an extraction template to define the attribute mapping, context mapping, and prompt instructions that generative AI uses to extract contract details from a file. Each template must have a unique name and combination of contract object and record type.
Create a Contract from an Opportunity, Order, or Quote: Using the Create Contract action button, you can create a contract directly from any object. The data from the object is copied to the contract object based on the defined field mappings. The field mappings can include both parent-to-parent mappings and child-to-child mappings.
Create a Custom Report Type and Clause History Report: Create a custom report type with the Document Authored Content object to run reports on clause metadata. Add fields from contracts, clauses, and clause sets to customize the report layout, then build a report for detailed clause analysis.
Configure a Microsoft Azure App for Salesforce Contracts: Configure a Microsoft Azure app to establish a connection between Salesforce Contracts and Microsoft 365. To connect Microsoft 365 with other Salesforce products, refer to the Salesforce documentation for that product.
Create a Named Credential for DocuSign: Add a Named Credential using auth provider information to create a secure connection. Omniscripts and Integration Procedures use these credentials to connect with DocuSign.
Create a Record Type for Salesforce Contracts Document Templates: Create a corresponding record type for the document template object, if you have integrated Microsoft 365 Azure account with Salesforce and want to use Microsoft 365 editor to create document templates.
Create an Alternate Document Clause: Alternate clause provide flexible for specific circumstances and can be used to replace a main clause or an another alternate clause. You can create multiple alternate clauses.
Create an Auth Provider for DocuSign: Add an Auth Provider credential for DocuSign in Salesforce to create a secure connection. Omnistudio uses these credentials to fetch document templates from DocuSign.
Create and Update Contracts with Enhanced Parent and Child Mappings: Salesforce Contracts uses field mappings to create and update contracts from standard or custom objects. In addition to parent-to-parent and child-to-child mappings, Salesforce Contracts supports parent-to-child and support-based mapping methods for greater flexibility.
Create Contract Record: After you review the extracted contract details and clauses, create a Salesforce contract record with the extracted contract details. Contract creation deletes the extraction record from the Contract Extraction Results, and the contract data is mapped to the contract fields in Salesforce.
Create Contract Record Type: A contract record type can have only one contract type object as its parent, but a contract type object can have multiple contract record types as its child.
Create Contract Type and Map to a Contract Record Type: Using contract type, you can manage different types of contracts within an org. From Setup, you can create a contract type or clone an existing contract type and modify it and map the contract type to one or more record types.
Create Contract Type Config to Compare Contract Versions: To enable existing customers to compare contract versions, create the Compare Contract Versions Enabled setting in the contract type configuration and set its value to Yes. For new customers, this setting is pre-configured, but its default value is set to No. You must set it to Yes to compare contract versions.
Create Custom Context Definitions to Create and Update Contracts: Create a context definition by choosing nodes, defining their relationship, adding attributes, and applying context tags. To create and update contracts, the Contract admin must ensure that the parent node has these required attributes configured: Account, IsAssociatedWithClm, Status, and the custom source field ID, and that the child node has the ContractId configured.
Create a Document Clause: Add a document clause to a document clause set. The first clause that you create is the main clause.
Create a Version of a Document Clause: You can have multiple versions of a document clause to track changes over time. A draft version is created each time a change is made to an active clause . When you activate the draft version, the previous version is archived, and the changes made in the new version apply only to new contracts.
Create Hydration Mapping to Create and Update Contracts: Data is first fetched from objects through hydration mapping and then temporarily stored in the cache. Within the node, separate structures such as contract cache and sales contract line cache store relevant data such as attribute name, type, and data type.
Create New Contract Document Versions: When a contract document has already been generated, you can generate a new contract document, using the same template or a different template.
Create Obligation Status Picklist Value: The default obligation statuses are Compliant, Non-Compliant, and At Risk. Configure additional custom obligation statuses. These custom obligation statuses are available when you create and update any obligation.
Create Other Versions of Salesforce Contracts Analytics: After the initial instance of Salesforce Contracts Analytics is auto-created, you can create other versions via Analytics Studio so that your team members can use the version that meets their needs. You can create as many versions as you need.
Create Persistence Mapping to Create and Update Contracts: Persistence mapping specifies how data from one object, such as an opportunity or account, is persisted or saved into another object, such as a contract. It defines the relationship between the fields in different objects. Persistence mapping ensures data is correctly synced and updated across the Salesforce environment during the create and update contract actions.
Create a Permission Set for External Credential Principal Access: Create a permission set for the external credential principal access and assign the permission set to the autoproc user and the admin users responsible for initiating the contract extraction.
Create Section in Contract Document: Contract authors can define sections within a document to structure and organize the content more effectively.
Create Section in Document Template: When designing a document template, the template designer can define sections within the document to structure and organize the content more effectively.
Create Templates in Design Document Template With Microsoft Word or Microsoft PowerPoint: To create documents that contain formatted text, including tables of contents, tables, paragraphs, columns, and images, use Microsoft Word or Microsoft PowerPoint. Salesforce recommends that you create templates in Windows. You can also include tokens or variables to replace tokens with object values when you generate the document. To import the data, you can use a Omnistudio Data Mapper to retrieve large amounts of data (for example, over 1,000 records). After you create a document, create a document template and drag the document file into the document template designer.
Create Templates in Design Document Template With Microsoft 365 Word: Use Microsoft 365 Word to create documents that contain formatted text, including tables of contents, tables, paragraphs, columns, and images in the Microsoft 365 editor. You can also include tokens or variables to replace tokens with object values when you generate the document. To import the data, you can use a Omnistudio Data Mapper to retrieve large amounts of data (for example, over 1,000 records). The Document Template object is a container to hold the DOCX or PPTX file.
Custom Context Definitions to Create and Update Contracts: Create a custom context definition by choosing nodes, defining their relationship, and adding attributes. These custom definitions are available on the Custom Definitions tab. You can create custom definitions by using the new, extend, and clone actions.
Use Custom Actions To Change Contract Status: Contract actions perform a predefined action and change the contract’s status between two valid states. Now, you can configure and use custom contract actions along with the predefined dynamic (contract) actions. You can create custom actions by using an Apex Class or Omniscript.
Customize Prompt Templates for Contract Search: Tailor prompt templates to improve the accuracy and relevance of contract search results for your business needs. Using Prompt Builder, select standard templates such as Contract Q&A or Summarize Contract, save them as new versions, and then customize as needed.
Customize the Contract Document Overview Topic for Contract Search: Edit the Contract Document Overview topic to reflect your contract search use case and ensure the content aligns with your organization's compliance, legal, and business standards. Customizing this topic helps surface the most relevant context when users interact with contract search results or ask follow-up questions in Agentforce
Datasets in Salesforce Contracts Analytics: When you create Salesforce Contracts Analytics, CRM Analytics imports your Salesforce data into the app datasets based on your selections. The datasets drive the app’s dashboards and lenses.
Data True-Up Actions and Statuses: Understand the status indicators and available actions in the Data True-Up panel. Learn how each status reflects the state of your token data and what each button does during the Data True-up sync process.
Compare and Sync Token Values in a Document: View the data true-up token values from the document and the Salesforce record side by side, and decide if the values need to be updated to ensure data accuracy.
Enable Data True-Up: Turn on the Data True-Up feature in Setup to allow document and record sync, and provide Field-Level Security (FLS) access to specific fields.
Limitations for Data True-Up: Review the limitations for Data True-Up token naming, template formats, supported features, and editing capabilities before configuring your templates. These restrictions affect token behavior, record updates, and template compatibility.
How to Keep Contract Line Items in Sync with Data True-Up: Data True-Up syncs line item details between a generated document and a Sales Contract Line Item record and its related records. Context Service document templates support Data True-Up line-item tokens.
Nested and Related Record Tokens in Data True-Up: If you have nested object references and lookup fields, you can pull data from the contract record and related objects, such as accounts, opportunities, quotes, and custom lookup records. Context Service document templates support Data True-Up nested tokens.
Keep Data in Sync by Using Data True-Up: Use Data True-Up to keep contract documents and Salesforce records aligned. View token values from both sources, identify differences, and update either the document or the record without losing redlines. This bi-directional sync maintains accuracy throughout the contract lifecycle.
Data True-Up Tokens in Document Templates: Use Data True-Up tokens in DOCX templates to enable two-way syncing between document content and Salesforce record field values.
Use Cases for Data True-Up: Explore common contract lifecycle scenarios where Data True-Up (DT) helps you maintain consistency between the document values and Salesforce record fields. Preserve redlines, minimize manual effort, and make sure that data stays aligned across teams and systems.
Contract Status Picklist Values in Salesforce Contracts: The Contract Status picklist field drives the state model. The ContractManagement license adds default values to this field that map to the Object State Definition.
Default Contract Type Config Settings for E-Signature: Salesforce Contracts application provides a default set of signature settings for the contract such as defining the default reminders and expiry warnings for the envelopes submitted for e-signatures.
Default Object State Definition in Salesforce Contracts: When you enable the ContractManagement license, the system creates a default Object State Definition called "Contract Lifecycle Management" with 11 states and 19 transitions.
Default Obligation Values: The default obligation management includes predefined states, status and supported obligation parties for obligations.
Define a Clause Approval Process Name: Create a clause approval process and define the final approval, final rejection, and recall actions. The clause approval process setup ensures that the clause status reflects the defined action when a clause is approved, rejected, or recalled.
Define a Contract Approval Process: Create a contract approval process that integrates with your contract state model. The approval process controls what happens to the contract status when a contract is approved, rejected, or recalled.
Define Field Mappings to Create and Update Contracts from sObjects with an Intuitive UI: Contract Admins can now use the new user-friendly mapping interface to easily create and update contracts from sObjects. Streamline operations across various use cases by using context service as an integrated method to create and update contracts from any sObject. Users can also benefit from the ContractsContextDefinition mapping that's shipped, which includes mappings for extracting data from Opportunity, Order, and Quote to facilitate contract creation and updates.
Define Sharing Settings for Obligations: To make the obligation records created by your obligation manager accessible to all users within an org, system admins must define the sharing settings.
Delete a Document Clause: You can delete a clause that is in Draft state. Ensure all the alternate clauses are deleted before deleting the last main clause version.
Delete an Obligation: Only the obligation manager assigned to an obligation can delete the obligation.
Design Document Templates in Salesforce: Use Design Document Template to design and generate documents from templates in the Microsoft Word (.docx), Microsoft 365 Word (.docx), and Microsoft PowerPoint (.pptx) formats. Integrate tokens or variables in the template by replacing tokens with object values. You can create templates without a managed package. The Microsoft 365 Word option is only available when you have a ContractManagementAddOn license in your org.
Design Templates and Create and Edit Contract Documents with Microsoft 365 Word Features: The Salesforce Contracts Connector for Word add-in integrates Microsoft 365 Word with Salesforce Contracts. Design and maintain document templates, create and edit contract documents, and insert content such as clauses from the Clause Library directly in the Microsoft 365 editor.
Disable Automatic Synchronization of Username and Email Address Using Guided Setup: By default, when you link Salesforce to Microsoft Azure, Salesforce automatically updates your Salesforce username and email address with your Microsoft Azure account details. You can turn off this automatic update to retain the username and email address that you have used in Salesforce.
Disable Vlocity State Models Trigger: To use the Salesforce Contracts features in an org, the contract admin must disable the Vlocity State Models trigger so that Salesforce Contracts can use the default Contract Lifecycle Management object state definitions. You must disable the trigger in the orgs where Omnistudiio licenses are provisioned first, followed by the installation of the Vlocity managed package (CME or INS).
Tokens in Microsoft Word or Microsoft PowerPoint Documents: You can insert multiple types of tokens in a Microsoft Word or Microsoft PowerPoint document template, such as variables, repeating content, condition evaluation, dynamic images, hyperlinks, and rich text. During document generation, tokens are replaced with actual data in the generated document. To avoid incorrect token replacements, use unique token names for each object level. If both parent and child objects use the same token name (for example, {{IMG_image1}}, and the child token is empty, the system may insert the parent’s value into the child section during document generation.
Assign Document Playbook Licenses and Permission Sets: Assign the permission set license and permission sets that match each user persona. Designers create and manage playbooks. Contract authors consult playbook guidance during risk analysis.
Configure Document Playbook Indexing: Indexing controls how the playbook content is grouped into segments in Data 360 (Data Cloud). During risk analysis, Salesforce matches each contract section against the most relevant segment. Use the index deployed by the data kit, or create a custom index.
Create a Document Playbook and Activate a Version: To iterate on a playbook document before making it live, create the playbook shell first, then add and activate a version, and assign the playbook to a Contract record type. Each action is a separate step, so you can pause between them to review or update the document.
Deploy the Document Playbook Data Kit: Use the Document Playbook Data Kit to create the data streams and hybrid search index that ingest and index playbook content in Data 360. The data kit is a single deployable bundle and is the recommended setup path.
Manually Configure Document Playbook Data Streams: Create and map the data streams that ingest Document Playbook content and file metadata into Data 360 (Data Cloud). Complete this task after you give the Data Cloud Salesforce Connector the required permissions.
Manually Configure Document Playbook Data Streams and Search Index: If you don't want to use the index that the Document Playbook Data Kit creates, manually set up the data streams and search index that ingest and index playbook content in Data 360. Start here to give the Data Cloud Salesforce Connector the required permissions, and then complete the data streams and search index child tasks. The Document Playbook Data Kit deployment remains the recommended configuration.
Manually Create a Document Playbook Search Index: Create the hybrid search index that Salesforce uses to match contract sections against document playbook content during risk analysis. Complete this task after you configure the Document Playbook data streams.
Permission Set Licenses for Document Playbook: The Document Playbook User permission set license provisions Document Playbook for both designers and users. Assign the Document Playbook Add-On with your existing Salesforce Contracts subscription to enable document playbook.
Set Up Document Playbook: Document Playbook gives your legal and contract teams a single reusable source of negotiation guidelines that Salesforce Contracts uses during risk analysis. When a contract author runs risk analysis, Salesforce matches each modified clause against the active playbook version and flags deviations, nonstandard language, fallback positions, and escalation paths so that reviews align with company policy. Set up licenses, Data 360 indexing, and sharing so that designers can create document playbooks and contract authors can use playbook guidance during risk analysis.
Create a Document Playbook Sharing Rule: Only the owner can access a document playbook’s records. To give other users access to a playbook, create sharing rules to provide the appropriate access.
Turn On Document Playbook Management: When you turn on Document Playbook, playbook content is stored and indexed in Data 360 (formerly Data Cloud), so risk analysis can retrieve the most relevant guidance for the record type of the contract under review. Document Playbook requires a Data 360 license.
Create a Document Playbook by Uploading a File: Create a playbook, activate its first version, and assign the playbook to a Contract record type in a single action. Use this task when your playbook document is final and you don't need to iterate on drafts before making the playbook active.
How Document Playbook Works: A document playbook captures the guidelines, acceptable clause language, and fallback positions that legal and contract teams follow during contract negotiations. When a contract author runs a risk analysis on a contract in the Microsoft 365 Word add-in, Salesforce compares the contract against the active playbook and highlights deviations, escalation paths, and nonstandard language. Use document playbooks to manage versioned negotiation guidelines that Contract Risk Analysis uses to evaluate contract changes against your organization's standards.
Document Clauses: A document clause defines the terms of the agreement between the parties, such as the goods or services to be delivered, payment terms, ownership rights, or applicable law. You can use a clause in a variety of documents, such as contracts, document templates, and disclosure responses. To facilitate creating clauses, the Clause Library provides predefined, reusable clauses.
Tokens for Document Clauses and Document Templates: Placeholder and merge tokens mark values that change in clause content. Clause tokens link document templates to specific clause versions in the library.
Document Clause Library: The Document Clause Library is a central repository of preapproved and prebuilt standardized template clauses that you can use to build contracts and other legal documents. Having all legal language in a single repository expedites document creation and enables the sales team to send out contracts without contacting the legal team for every deal.
Document Clause Lifecycle: Each document clause lifecycle includes creation, activation, versioning, and archiving before deletion.
Document Clause Sets: A document clause set groups and organizes related clauses based on their variations and versions. It enables the use of standardized language in documents, ensuring consistency and accuracy.
Document Generation with Omniscript: Customize the Single Doc Core - DOCX Serverside (LWC) Omniscript within the docGenerationSample/CoreSingleDocxLWC type to generate documents from Microsoft Word DOCX or PowerPoint PPTX templates. Use Lightning Web Components (LWC) within the Omniscript to streamline the creation and management of contract documents. You can use this Omniscript only with server-side document generation feature.
Document Management in Salesforce: Design and create document templates directly in Salesforce without needing the Omnistudio managed package. Use an Omniscript to automate the document generation process. This method simplifies the process of generating various types of documents and eliminates the need to install additional packages.
Document Template Filtering for Salesforce Contracts: Using custom logic, you can filter the templates that you want to display for a contract based on the contract type. You can configure a filtering class for each contract type.
DocuSign Job to Poll for Document Signed Status: Salesforce Contracts provides an Apex class called EnvelopeStatusScheduler that you can schedule to poll DocuSign for statuses of envelopes submitted as part of the e-signature process.
Draft Clauses in Microsoft 365 Word Add-In with Contracts AI: Use Contracts AI to draft legal clauses in the Microsoft 365 editor based on input parameters or user queries. Insert drafted clauses into document templates and contract documents, and add reusable clauses to the clause library.
Instantly Draft Clauses in Microsoft 365 Word Add-in with Contracts AI: Use Contracts AI to draft and insert legal clauses directly in the Microsoft 365 editor based on input parameters or user queries. Accelerate clause creation for document templates and contract documents, and add reusable clauses to the clause library.
Draft Clauses with Contracts AI: Use Contracts AI to draft legal clauses based on input parameters or user prompts. Automate clause drafting to reduce manual research and enhance consistency in language and format.
E-Signatures for Salesforce Contracts: Finalize deals from anywhere with electronic signature (e-signature). E-signature integration lets business teams prepare, negotiate, manage, and sign contracts electronically instead of processing physical documents.
E-Signature Workflows: Each e-signature action is available at a specific contract state and transitions the contract to the next state in the lifecycle.
Create and Maintain Document Clauses in a Centralized Library: The Document Clause Library is a central repository of pre-approved and pre-built standardized legal content. Use approved clauses to create document templates and generate legal documents such as contracts. By using the Clause Library, the sales team can create contracts without involving the legal team at every step. The library consolidates and stores all legal language in one place, speeding up the document creation process.
Edit a Draft Clause: Clause designers can edit the draft clause and then add the clause directly to the clause library. You can also delete the draft clause if they don’t want to add the clause to the clause library.
Edit an Obligation: The obligation manager and obligation assignee assigned to an obligation can update the obligation. The obligation assignee can only update the status and the status change reason.
Edit a Document Clause: You can update a main clause or alternate clause in Draft state.
Edit or Delete a Contract Type: You can modify a contract type by associating additional record types or you can replace the existing record type with another record type. You can also delete a contract type from Setup.
Effective Ways to Provide Context for Contracts AI Clause Generation: To enhance user experience and ensure accurate clause results, clause designers must consider specific parameters when entering their queries. The query elaboration is limited to a specific character count. Salesforce recommends implementing these parameters to streamline and improve the efficiency of the generative AI clause-drafting experience.
Effortlessly Digitalize Legacy Contracts and Create Contract Records with Contracts AI: Use generative AI to streamline and automate the process of digitizing PDF contracts, and significantly reduce the time and effort required to identify and extract data such as contract fields and clauses. Contracts AI helps minimize the risk of errors that occur during manual data entry. Track and review multiple extractions from a comprehensive user interface.
Embed Salesforce Contracts Analytics Dashboards: Give more users visibility into the insights in Salesforce Contracts Analytics app by embedding its dashboards in Lightning Experience pages.
Enable Customer Community Plus for Salesforce Contracts Setting: For the Customer Community Plus users to access contracts via APIs, their org must be provisioned with the Customer Community Plus licenses. Also, Salesforce admins must enable the Customer Community Plus for Salesforce Contracts setting.
Enable Design Document Templates in Salesforce: Use the Design Document Template to create DOCX, PPT, and Microsoft 365 Word templates in Salesforce. You can also integrate tokens or variables for data merging from JSON. If you already installed the Omnistudio Document Generation managed package, you can continue to use the default Document Template Designer by not enabling the Design Document Templates in the Salesforce setting.
Enable Salesforce Contracts Analytics: Salesforce Contracts Analytics works seamlessly with existing Salesforce Contracts features. Set up and configure Salesforce Contracts Analytics to access the Salesforce Contracts dashboard and analytics.
Enable Salesforce Contracts Console App: From Setup, the Salesforce admin has to make the Salesforce Contracts Console App visible for profiles. Users can then access the app from the App Launcher.
Enable Salesforce Contracts Setting: Manage contract lifecycles and generate contract documents by using Salesforce Contracts. Salesforce admins must enable the Salesforce Contracts setting for new customers who wish to use Salesforce Contracts features. This setting is enabled by default for existing customers who upgrade to Spring ‘24.
Access Versions of a Template and Filter Templates More Intuitively: The enhanced Design Document Template page lets you view the latest template versions, filter by Template Type, Usage Type, or Clone Only, and access full version history. Click Show All Versions to see all versions in descending order.
E-Signature APIs: You can use the e-signature APIs independently to call the Salesforce Contracts functionalities without using the UI. These APIs are highly customizable. You can send one or more generated documents for e-signature. Your generated documents can be associated with either standard or custom objects.
Export and Import of Document Templates in Salesforce Orgs: Using a managed package to standardize document templates across various Salesforce orgs, including production and sandbox environments. This package facilitates the transfer of document templates by letting users to export them from a source org, such as a sandbox, and subsequently to import them into a target organization, such as production.
Export Document Templates from a Salesforce Org: To export document templates from the source organization, ensure that the Document Templates Export setting is turned on. After enabling the setting, you can include the templates in a managed package for export. To export templates that were created before enabling the Document Templates Export setting, first turn on the setting, and then deactivate or activate, and save the preexisting templates.
External Review in Salesforce Contracts: Contract authors can send documents to external parties for evaluation, feedback, and suggested changes. After external reviewers provide their input, the author incorporates the feedback and checks in the final document version.
Extract the AWS Account ID and Access Keys: The 12-digit number known as the AWS account ID is a unique identifier for your AWS account. The AWS access keys are specific to a user. Create a user, and then use the access keys to create the external credential.
Facilitate Collaborative Negotiations with External Reviewers: Initiate contract reviews directly from the Salesforce Contracts Connector for Word add-in to eliminate document downloads and reduce email reliance. Add or remove editors, monitor individual review status, and track changes and comments from each reviewer.
FLS Requirements for Contract Document Generation: Contract document generation reads and writes fields on several objects during hydration, persistence, and locking. Without Field-Level Security (FLS) on the required fields, generation silently fails or produces incomplete documents. After you set up the community user, grant FLS on the user's profile or on a permission set assigned to them.
Generate Contract Document Versions: When you create a new contract or modify an existing contract, you can create a new document by selecting a document template or by importing a pre existing document or by creating a document in Microsoft 365.
Contract Lifecycle Stages: Every contract moves through a series of stages from creation to activation. The default state model implements these stages as contract statuses with defined transitions between them.
Get Started With Salesforce Contracts Implementation: Salesforce Contracts helps businesses efficiently and collaboratively manage their contracts, from authoring and negotiations through approval, execution, renewal, and amendments. Use these resources to set up, integrate, extend, and analyze your contracts, and ensure a smooth and effective implementation.
Salesforce Contracts Glossary: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of salesforce contract concepts and helps them navigate the Salesforce Contract landscape.
Grant Dataspace, File, and Contract Object Access: Update permission sets to allow users to access contract data in the default dataspace, query non-vetoed contract documents using Fileforce, and read CLM contract entities. These permissions are required to ingest, index, and search contract files in Data Cloud for contract search.
Export and Import Document Templates Between Salesforce Orgs: Deploy document templates across multiple customer orgs through a managed package. The managed package stores the exported document templates from the source org, such as sandbox. You can import the managed package containing document templates into the target org, such as your production org.
Reviewer Actions in External Reviews: An external reviewer can initiate the review process by clicking the review link in the email received from the contract author. This occurs when the reviewer is added in the Initiate External review process.
In Internal Review: A Contract Reviewer can initiate the review process by clicking the review link in the email received from the contract author when the reviewer is added in the Initiate review process.
Incorporate Reviewer Changes from Private External Review: After the external reviewers submit the reviewed document, the updated document with all changes is checked into Salesforce and made accessible only to the contract author. The external review changes are anonymized. The contract author receives an in-app notification and email confirming the completion of the external review and can then review the changes and finalize the updated document.
Initiate Non-Private External Review: Contract authors can initiate an online non-private external review process from the Microsoft 365 add-in. In non-private reviews, the contract author can view all changes and comments made by external reviewers during the review process and can accept or reject them.
Initiate Online External Review: Contract authors can send documents for external review in Private or Non-Private mode. Non-private reviews use the Microsoft 365 add-in with shared visibility. Private reviews create a sanitized document copy that protects internal data, granting ownership only to external reviewers until the review is complete.
Initiate Private External Review: Initiate a private external review and send a sanitized document copy to external reviewers. Internal comments and user details are removed to protect sensitive information. When the review is complete, changes are anonymized and access returns to the author.
Initiate Internal Review: Internal review enables authorized team members to analyze and verify contract information, ensuring accuracy and completeness. Contract authors can initiate an internal review from Salesforce only if the contract version is created by using the Create Contract in Microsoft 365 option.
Insert DocuSign Signature Tags: You must insert the DocuSign signature tags directly into Microsoft Word (.docx) or Microsoft PowerPoint (.pptx) file.
Integrate DocuSign with Salesforce Contracts: You can send documents generated from objects such as a contract, quote, order, opportunity, or any standard or custom objects for e-signature.
Integration of Salesforce Contracts in Vlocity Managed Packages: The contract admin must complete a set of actions to integrate Salesforce Contracts in the orgs where Vlocity managed packages are installed. These actions include removal of Visualforce components from the Vlocity Contracts Page Layout and disabling of the Vlocity Contract State Model trigger.
Ways to Set Up Microsoft 365 and Azure Integration with Salesforce: Salesforce recommends using guided setup to integrate Microsoft 365 and Azure. Guided Setup provides a step-by-step, automated process that simplifies configuration and reduces errors. If you want to set up the integration manually, use the manual setup to configure each step with minimum privileges.
Internal Review in Salesforce Contracts: Internal review enables authorized team members to analyze and verify contract information, ensuring accuracy and completeness.
Invocable Actions for Salesforce Contracts: With invocable actions, create your own Salesforce Flows, triggering various functions within Salesforce Contracts. You can create document versions, create and update contracts, perform various contract actions, and send contracts for e-signature.
Understand the Salesforce Contracts Lifecycle: Salesforce Contracts manages contracts through six lifecycle stages, from initial authoring through compliance. Each stage has features that help your team move contracts forward efficiently.
Implement Salesforce Contracts: Plan your Salesforce Contracts implementation by understanding the product's capabilities, assembling the right team, and mapping your business requirements to features.
Set Up Salesforce Contracts for Lightning Platform Licenses: You can set up users to access Salesforce Contracts with a Lightning Platform Starter or Lightning Platform Plus license. Create a custom profile, assign the required permission sets, and grant read access to the required Contracts objects.
Limitations for Clause and Content Tokens: Review the limits for clause tokens in document templates and content tokens in document clauses before designing clauses or templates.
Limitations of Contract Comparison Previewer: The limitations of the contract comparison feature include support for only DOCX documents. The feature also has a cap on the maximum preview size, default page count limits, and variation in preview generation time. If the document preview fails, especially for larger files, you can download the comparison document to view the differences.
Limitations for Contracts AI: Generative AI sometimes produces clauses resembling user queries, encounters difficulties in detecting bias and irrelevant content, and lacks consistent adherence to standard clause formats.
Limitations of Exporting and Importing Templates: To avoid any issues when you create and install managed package to export and import document templates in Salesforce orgs, you must be mindful of the limitations.
List View In Design Document Template: The Design Document Template lists all the templates created in the designer. It includes templates created in Design Document Template as well as Document Template Designer (Omnistudio). You can directly open any version of the document template and perform supported actions such as Clone, Create New Version, Deactivate, and Delete.
Lock Sections Within a Document: Template designers and contract authors can lock sections when they design the template and author the contract, respectively. Use the section lock feature to prevent unintended users from editing and deleting sections and their associated content, such as marked clauses and standard clauses. When an external or internal review is in progress, you can’t lock sections within that document.
Manage and Test Contract Extraction Instructions: Set up and refine extraction instructions for standard and custom fields. Upload PDF files to test extraction results in the Preview tab, adjust field-level instructions to improve LLM accuracy, and save the validated instructions to extraction templates for runtime use.
Manage Browser-Based Previewer: Configure and use Salesforce’s browser-based file previewer to efficiently view files such as PDFs, DOCX, and PPTs directly within your browser. Seamlessly review contract documents, extracted data, and OmniScript outputs without the need for additional tools.
Manage Custom Fonts: Align your documents with your organization’s branding by using custom fonts to maintain a consistent appearance across your generated documents. Upload, organize, and sync fonts in the custom font library across Hyperforce servers to make sure they’re available during document generation.
Manage Notification Delivery Settings for Obligations: The CLM admin can enable or disable obligation email and in-app notifications from Notification Delivery Settings. The notification is sent for all obligation status changes.
Map Context Definitions to Create and Update Contracts: After you create a context definition, define where data is fetched from by creating hydration and persistence mappings at both the node and attribute levels. Map nodes and attributes to the appropriate object fields to ensure accurate data input.
Limitations of Field Values Extraction Using Contracts AI: This topic outlines the limitations of the Contracts Extraction feature, detailing various field types and their specific challenges. Each limitation requires specific manual adjustments after extraction to ensure data accuracy and integrity.
Considerations When Migrating Microsoft 365 Word Templates Across Environments: When you move Microsoft 365 document templates between Salesforce orgs, such as from a sandbox to a production org, the structure, clause relationships, and section-level access controls are preserved. Before migrating a template, keep these considerations in mind.
Modularize Documents with Sections and Clause Marking: In the Salesforce Contracts Connector for Word add-in, contract authors can easily create sections within document templates and contracts. They can also directly mark content as clauses within a document. Define section names and lock sections to restrict editing. Also, add document clauses within sections. Mark edited document clauses and new content within a document as clauses. The marked clause is mapped to a contract document for each version.
Update Microsoft App Registration to Use Minimum-Privilege Permissions: If you previously set up the Microsoft Add-in by using advanced permissions such as Files.ReadWrite.All and User.ReadWrite.All, you can update your app registration to use Sites.Selected, User.Read, and User.ReadBasic.All. This reduces security risks, limits access to specific SharePoint sites, and supports simplified access management without impacting document generation.
Manual Integration of Microsoft 365 Azure with Salesforce Through Minimum Privilege Setup: Use the Salesforce Contracts Connector for Word add-in to design templates and edit contract documents in Microsoft 365 Word. With manual integration, you control access to specific files or sites, avoiding Global Admin roles and broad write permissions. This approach strengthens security, reduces compliance overhead, and speeds IT approvals.
Create a SharePoint Site Manually Through Minimum Privilege Setup: Create a SharePoint site to store document templates and contract documents. When you create a SharePoint site, use the same user details that you used for creating the Azure app. To use an existing site, make sure you’re following it in SharePoint so it appears in the site list.
New and Changed Salesforce Contracts Connect APIs: Integrate intranet sites, and third-party web applications with Salesforce using Salesforce Contracts Connect REST API. These resources are new or have changes.
New Invocable Actions in Salesforce Contracts: Use the ten new invocable actions in Salesforce Flows to perform actions such as the creation of document versions, contract creation and updates, dynamic contract actions, and e-signature functionalities to manage contract lifecycle.
Render Seamless Multi-Language Fonts in Generated PDFs: By enabling advanced text shaping for specific document processes, you can correct rendering issues for complex scripts in generated PDFs. Use the text shaper flag when you have documents containing non-English text that requires advanced text shaping settings. Doing so prevents unnecessary performance degradation for documents that contain standard English text.
Review a Contract Document in Non-Private External Review Mode: After the contract author sends the contract for external review, reviewers open the document, make tracked changes and comments, and mark their review as complete. The review status updates in Salesforce, where the contract author checks review status and check the document back in when all reviewers complete their review.
Object State Action Definition in Salesforce Contracts: Object State Action Definition contains details of an action, including the type of action Apex or Omniscript and the defined behavior of an action when called. For example, on an activated contract, there is a custom action called Endcontract that is configured to move the contract to terminated.
Object State Transition Action in Salesforce Contracts: Object State Transition Action represents a junction between Object State Transition and Object State Action Definition. State transition determines the valid transition of an object from one state to another and the state action determines which action triggers which state transition.
Obligation Actions: The permissible actions for an obligation depend on the persona. You can use the obligation actions on the Obligations tab on a contract record page.
Obligation Creation: The obligation manager can create an obligation from the Obligations object and then associate it with a contract, or create an obligation directly from the contract's record page. You can create obligations for a contract with any status; however, the obligation state remains as On Hold until the contract is in the status defined in the Activate Obligations Based on Contract Status config value.
Obligation Management: Associate obligations with contracts to track contractual commitments. Assign each obligation to an owner, monitor compliance status, and receive automated notifications when deadlines approach.
Obligation Management Personas and Supported Actions: Obligation personas that support obligation management are obligation manager, obligation assignee, obligation user, digital experience manager, digital experience assignee and digital experience user.
Personas and Permission Set Licenses for Salesforce Contracts: Permission set licenses give users incremental access to features that aren't included in their user licenses. Users can be assigned any number of permission set licenses. Personas define what different types of users can do in Salesforce Contracts. Each persona is mapped to specific responsibilities and permission sets that determine the level of access a user has.
Permission Sets Combination for Salesforce Contracts: Many of the tasks requires that you understand permission set combinations. The section provides a detailed mapping of the Salesforce Contracts personas with the required permissions sets.
Permission Sets For DocuSign: The system admin must assign either the Contract Management (Salesforce Contracts) or DocGen permission set licenses to your user to send documents for e-signature. Non-Salesforce Contracts users must be assigned a DocGen license.
Plan Your Salesforce Contracts Implementation: Gather business requirements, assess your current contracting process, sequence feature deployment, and prepare your team for a successful Salesforce Contracts implementation.
Get Started With Salesforce Contracts: After you enable the ContractManagement license in your org, you must complete the org setup and other admin tasks for the Salesforce Contracts functionalities to be available.
Permission Set Licenses for Salesforce Contracts Analytics: Either Revenue Intelligence PSL or CRM Analytics Plus PSL must be available alongside CLM Analytics PSL, which is bundled with all Industry Analytics SKUs. Your subscription determines which PSLs are accessible for user assignment.
Quickly Design Document Templates Without a Managed Package: Use Design Document Template to design and generate documents from templates in Microsoft Word (.docx), Microsoft 365 Word (.docx), and Microsoft PowerPoint (.pptx) formats. Existing customers who use Omnistudio or Industries managed packages can also use the capabilities of this new template designer.
Quickly Create, and Manage Contracts from Salesforce Contracts Console App: The Salesforce Contracts Console serves as a one-stop solution for contract management. It includes contracts, document clauses, and document clause sets in one app for easy access to all relevant Salesforce Contracts features. Users can choose between the standard contract record page or the new contract record page available in the Salesforce Contracts console app. The console provides a streamlined and intuitive user experience.
Records that Need Attention in Salesforce Contracts Analytics: The Records that Need Attention dashboard highlights incomplete contracts, clauses, and template documents prioritized by value and age. Embed this dashboard on the Sales Administrator Home page.
Redraft Extracted Clause: Clause designers can redraft the extracted clause content with generative AI, and then add the updated clause directly to the clause library.
Relation Between Contract Status and Obligation State: The default state of an obligation is On Hold. The state of the obligations associated with a contract is updated to Active, Inactive, or Expired based on any change in the contract's status and the start and end dates of the obligation.
Restart Private External Review: Restart an external private review to begin the process again with a revised set of reviewers. A fresh document copy is created, previous reviewers and their changes are excluded, and the author must re-add all required reviewers.
Retry Contract Document Generation: Salesforce Contracts allows you to retry or cancel the contract document generation if the generation is incomplete due to any failure or time-out issues in generating the document.
Review a Contract Document in Private External Review Mode: As an external reviewer, access the contract document from your email invitation to edit clauses, add comments, tag co-reviewers, and track changes. When all reviewers finish, one reviewer marks the review as complete to return the document to the contract author.
Review Extracted Clause: Clause designers can directly review the extracted clause content and mark it as reviewed without any modifications. You can edit or delete the extracted clause using the action dropdown next to the clause.
Analyze Contract Risks After a Review: After an internal or external reviewer adds changes to a contract document version, run a risk analysis to see how the modified clauses deviate from your approved playbook. Review the severity, and apply the recommended mitigation content.
How Contract Risk Analysis Works: Contract Risk Analysis compares each modified clause in a contract against your approved playbook. After a reviewer makes changes to a version of the contract, the author runs the analysis using the Microsoft 365 Word add-in. A generative AI model scores each modified clause, explains the risk, and recommends the mitigation content to add to the contract.
Set Up Contract Risk Analysis: Contract Risk Analysis compares each modified clause in a contract against your approved playbook. After a reviewer makes changes to a version of the contract, the author runs the analysis using the Microsoft 365 Word add-in. A generative AI model scores each modified clause, explains the risk, and recommends the mitigation content to add to the contract.
Run Salesforce Contracts Invocable Actions: Leverage invocable actions to enhance the functionality of your applications. These actions can trigger various functions within Salesforce Contracts to manage the contract lifecycle efficiently.
Salesforce Contracts Analytics: Salesforce Contracts Analytics is a CRM Analytics powered solution that provides data-driven dashboards to analyze the data from various contract stages from creation to negotiation and approval.
Salesforce Contracts Analytics Dashboards: Salesforce Contracts Analytics brings in console-based dashboards and embedded analytics to provide a comprehensive overview and analysis of your contracts from the creation to negotiation and approval stages.
Design Document Templates in Microsoft 365 Editor: The Salesforce Contracts Connector for Word add-in provides a quick and efficient way to design and maintain document templates and also, create and edit contract documents by using the Word features in Microsoft 365.
Salesforce Contracts Licenses: Salesforce Contracts requires specific add-on licenses and permission sets to grant users the appropriate level of access.
Learn and Explore Salesforce Contracts: Explore Salesforce Contracts documentation, Trailhead modules, and developer resources. Learn about key capabilities, the contract lifecycle, implementation steps, and how to get started.
Salesforce Contracts: Manage the complete lifecycle of your contracts, from authoring and negotiation through approval, execution, and activation. Salesforce Contracts integrates directly with your sales process so that contracts move forward as deals progress.
Salesforce Contracts Release Notes: Salesforce Contracts application allows customers to manage the complete end-to-end lifecycle of contracts. Contracts can be associated with opportunities, orders, quotes, standard Salesforce objects, and custom objects.
Salesforce Contracts Spring '23 Release Notes: For Spring '23, Salesforce Contracts has introduced custom contract actions, and throttling to maintain the consistency and resilience of Omnistudio server-side document generation service. Salesforce Contracts now supports digital experience partner users.
Salesforce Contracts Spring '24 Release Notes: Use Contracts AI in Salesforce Contracts to create clauses and digitize legacy contracts by using generative AI. Contract authors can now facilitate collaborative external contract reviews. Document template designers can use the new document template designer to create templates. Also, use the several new organizational preference settings to better manage the Salesforce Contracts features.
Salesforce Contracts Summer '23 Release Notes: In Summer '23, Salesforce Contracts introduces a central repository for pre-approved clauses as well as enhanced parent and child mappings to create and update contracts. View and manage contracts in a console app. Use console-based dashboards and embedded analytics to analyze the performance of your contract management process. Edit and manage documents with a Microsoft 365 add-in app.
Salesforce Contracts Winter '24 Release Notes: Salesforce Contracts has introduced obligation and section management. Contract authors can now facilitate collaborative internal contract reviews, and offline external contract reviews. Additionally, your users can attach additional files for contract e-signature and mark content within a document as clauses.
Sample Clause Report: Add fields to your report as columns, group by rows and columns, filter report data, and add a chart. Then customize your report to view the desired clause data.
Sample Code To Update Out-of-Sync Contract Type Mapping: If you delete, add or modify a record type mapping with a contact type, the changes will only apply to the new contracts. To update the out-of-sync contracts, the system admin can run a custom code.
Sample Contract Queries and Follow-Up Questions for AI Interactions: Use the following examples to help you write effective natural-language prompts when using Contract Search with AI. These samples include queries that retrieve relevant contracts and follow-up questions you can ask to explore contract details. The AI maintains context across interactions, so you can continue asking questions without repeating information.
Sample Salesforce Contracts API Sequence: Here’s a sample sequence of Salesforce Contracts API calls, which covers an optimal path for an end-to-end contract lifecycle. The lifecycle starts when you create a contract and the contract is in the draft state to contract activation.
Schedule a DocuSign Job to Poll for Document Signed Status: Salesforce Contracts provides an Apex class called EnvelopeStatusScheduler that you can schedule to poll DocuSign for statuses of envelopes submitted as part of the e-signature process.
Search for Standard Clauses in Clause Library: The Salesforce Contracts for Word add-in enables you to search for clauses and clause sets in Clause Library while editing contract documents in the Microsoft 365. The search results show only the active clauses or clause sets based on the search query.
Search, Summarize, and Interact with Contracts Using AI: Use Contract Search with AI to query and analyze contract documents using natural language. You can view matching contracts, ask questions, summarize content, and preview or download contract documents.
Section Management in Salesforce Contracts: Section management is a crucial aspect of contract document designing, generation, negotiation, and execution. It effectively organizes and controls the content, leading to improved clarity, enforceability, and efficiency of the contract process.
Select a SharePoint Site and Drive Using Guided Setup: Select a SharePoint site and drive to securely store and manage contract documents in Salesforce. This step ensures seamless integration with Microsoft SharePoint, enabling document storage, sharing and version control.
Set Up a Contract Agent: Create and configure a contract by using Agentforce Employee agent template to help your users efficiently find and manage contract-related information. After creating the agent, add essential contract search topics, and assign permissions to ensure the right users have access to relevant contract insights and functionalities.
Set Up Approval Process Detail Page For Contracts: After you create a contract approval process, define at least one approval step before you can activate it. The approval step specifies who receives the approval request and how the contract status changes on approval, rejection, or recall.
Set Up Approval Process Detail Page For Clause: Define at least one approval step and configure the field update settings for approval, rejection, and recall actions to activate the clause approval process.
Optional: Set Up Contract Approval Workflow: You must set up a contract approval workflow so that you can send your draft contract to your internal stakeholders such as managers, and the legal team for review.
Configure Contract Search: If you need fast, reliable answers buried in thousands of contract documents, configure contract search. Ask a question in natural language and get the most relevant search results and AI-generated summaries.
Set Up Contracts AI: Enable generative AI settings and set up use case configurations to activate the standard action flows that extract and generate clauses from your contract.
Set Up Data Governance for Contract Search: Use Data Governance in Data Cloud to secure access to contract document chunks used in vector search. Configure a custom permission to make sure that only authorized access is granted to contract-related data. This setup is optional and required only if you want to replicate your object-level security configurations from the core to Data Cloud.
Set Up External Document Storage for Salesforce Contracts Using Guided Setup: Set up external document storage for Salesforce contract records and templates, which is used for online editing in Microsoft 365. Specify the target object and record type to determine which records use external storage. Doing this ensures proper organization and access to the documents. A target object and record type combination must be unique and can’t be repeated.
Set Up Microsoft 365 and Azure Integration Using Guided Setup: Use the guided setup to integrate Microsoft 365 and Azure with Salesforce Contracts for document storage, online editing, and sharing. Pause and resume the setup at any time without losing saved configurations.
Set Up the Remote Site for Salesforce Contracts E-Signature: To configure DocuSign to work with the Salesforce Contracts application, you must connect Salesforce to a DocuSign account. You set up the DocuSign remote site as one of the websites your Salesforce org can invoke.
Enable Design Document Templates in Salesforce Setting: Use Design Document Template to create DOCX, PPT, and Microsoft 365 Word templates in Salesforce. You can also integrate tokens or variables in the templates by replacing tokens with object values. When you enable the Design Document Templates in Salesforce setting, the application automatically creates the Docgen Document Template Library if not already available. To use Microsoft 365 Word, you need the Microsoft Word 365 PSL, included with the Salesforce Contracts license.
Enable Private Online External Review: If customers use the guided setup for Microsoft 365 and Azure Integration, the admin has to enable the external private review in the Set Up the Auth Provider section. Contract authors can then start private online external reviews.
Configure Private Online External Review: CLM admin must complete a few configurations so that contract authors can initiate private online external reviews. It includes creating a Digital Experience site, setting up a contract-type config setting for external review, and enabling the external review feature from the Microsoft 365 and Azure Integration guided setup.
Context Definitions and Prompts for Document Contract Extraction: A context definition specifies which contract data to extract and how it is structured, and you map attributes to object fields so Salesforce stores the results correctly. A prompt identifies which data to extract from a document, and prompt templates let you reuse prompts and standardize that behavior.
Turn On Document AI for Single Document Contract Extraction: Enable Document AI as the preferred extraction method for contract documents. When enabled, Document AI runs automatically and falls back to other configured methods when limits or conditions aren’t met.
Single Document Extraction Methods Fallback Behavior: Contracts AI provides different extraction methods to identify and pull data from uploaded documents. Each method has specific performance characteristics, and fallback behaviors.
Single Document Extraction with Contracts AI: Identify and extract contract fields and clauses from documents by using context definitions, prompts, and system-applied extraction methods. Use prompts and prompt templates to define the extraction logic.
Customize Multimodal Document Extraction with Prompt Builder: Refine extraction for complex clauses and contract fields by modifying prompts and using a different model. Use Prompt Builder to create a new version of the standard template. This step is optional and not required for standard extraction.
State Models and Transitions in Salesforce Contracts: State models define the stages a contract moves through during its lifecycle and the allowed transitions between those stages. Salesforce Contracts includes a default state model. Extend it with custom states and transitions to match your business process.
Easily Ensure Superior Contract Performance and Compliance: Use Obligation Management to track contractual commitments by status, filter by parties and states, and receive notifications when obligations change. For example, track payment due dates and renewal terms to ensure compliance and reduce risk.
Submit a Contract for E-Signature: DocuSign manages the contract document signature flow. Use the Send for Signature button to initiate the e-signature process.
System Administration and Set Up for Salesforce Contracts: Configure the core components of Salesforce Contracts, including contract types, contract type config settings, state models and transitions, Context Service field mappings, and Microsoft 365 integration.
Tailor Your Default and New Field Prompts for Effective Data Extraction with Contracts AI: Users can modify the default field descriptions by using the enhanced contracts digitization feature. Enhance the accuracy of field value extraction from a file based on predefined fields. Map and extract values for any field in the file by providing precise and clear descriptions for generative AI to extract values. Use Context Definitions to create extraction templates.
Maintain the Consistency and Resilience of Server-Side Document Generation: Use throttling to manage the incoming server-side document generation requests. Throttling also prevents degradation of the document generation service due to the high volume of requests during certain hours. You must be on Spring ‘23 Omnistudio Document Generation release.
Generate a Table of Contents Dynamically: Synchronize heading titles and page numbers automatically within generated DOCX and PDF files. Use a dynamic Table of Contents (ToC) to maintain the navigation structure in documents where pagination fluctuates based on data injection, conditional clauses, or variable text.
Track and Manage Your Contracts Better: Get a highly accurate overview and analysis of your contracts and their lifecycle-related data by using the console-based dashboards and embedded analytics of Salesforce Contracts Analytics. Use these data-driven insights to analyze the performance of your contract management process based on completion time and revenue. Evaluate the contracts in various stages, prioritize renewals, compare product pricing across the organization, and identify and fix the contracts that need attention.
Enable Context Service for Salesforce Contracts: Turn on Context Service for Salesforce Contracts to switch the create and update contract APIs from the XML field mapping framework to the Context Service framework.
Enable Salesforce Contracts: Grant users access to create and manage contracts by using Salesforce Contracts.
Unlock Sections in a Document: Template designers and contract authors can unlock locked sections when they create templates and author contracts, respectively. However, if a template designer locks a section, contract authors, internal reviewers, and external reviewers can't unlock, edit, or delete that section. You can't unlock sections during internal or external reviews.
Update Contracts from Opportunity, Order, or Quote: Sync field changes from an opportunity, order, or quote to associated contracts by using the Update Contracts action. Only contracts in Draft status that were created with the Create Contract action are eligible for updates.
Use Case: Customize the Contract Agent Experience: In this use case, a Salesforce Admin customizes the Contract Agent to help legal and sales teams find and summarize key clauses, then send insights via email. Learn how to tailor prompt templates and agent actions to reflect your internal standards.
Use Case: Extract Key Terms from Contracts Using AI: As a Sales Representative reviewing an agreement with Cloud Kicks, use AI-powered contract tools to locate the MSA, extract renewal, pricing, and termination terms, ask clarifying questions, and share a summary with your team for internal alignment.
Use Context Definitions to Extract Contract Details: A context definition defines the relationship between nodes and attributes to access relevant data from a mapped source. Use the predefined ContractsExtractionContext definition to extract contract details from a file, or clone and customize it for your needs.
Use Custom Document Template Filtering for Salesforce Contracts: Using custom logic, you can filter the templates you want to display for a contract. You can configure a filtering class for each contract type. Only the set of templates that match the custom logic displays in the templates dropdown under the generate action in the Documents tab of a contract.
Create a Salesforce Task for an Obligation: The obligation manager can easily create and associate Salesforce tasks for upcoming obligations within contracts, to track and meet obligations within defined time frames. They can then assign these specific tasks to an obligation assignee. The tasks can be recurring tasks, reminders, or one-time tasks.
Use Suggest More Option to Draft Clauses: Instead of describing your clause, you can define parameters such as jurisdiction, industry, and other relevant factors to guide Contracts AI to draft accurate clauses.
Verify Permissions for Salesforce Contracts Analytics: When you turn on CRM Analytics for your org, a default Analytics Integration User is created. This user accesses the data within Salesforce when the recipe is used to bring data in as datasets to CRM Analytics.
View Associated Clauses: After you check in a document created in the Microsoft 365 editor, you can access the associated clauses. View all clauses associated with the contract version from the Associated Clauses section. The Associated Clauses window includes the clause source (Marked Clause, Contracts AI, and Clause Library), the review status for each clause, and so on.
View Contract Documents: You can preview the contract document for any version of the document.
View 'Is Associated With CLM': The Is Associated With CLM field is associated with the Contract object. It indicates whether the contract record is created using the Salesforce Contracts application. The Is Associated With CLM field is automatically enabled when you create, import, or check out a contract document version from UI or using APIs.
View Obligations Associated with a Contract: Preview the obligations associated with a contract from the contract’s record page. The default obligation statuses are Compliant, Non-Compliant, and At Risk. The obligation manager can also configure additional custom obligation statuses.
View the Standard ContractsContextDefinition Mapping: After you turn on the Context Service for Salesforce Contracts setting, the default ContractsContextDefinition mapping is available. Use the predefined definition to create and update contracts. The definition includes six mappings: three hydration and three persistence mappings for the Opportunity, Order, and Quote standard objects.
View the Standard ContractsExtractionContext Mapping: After you turn on the Context Service for Salesforce Contracts setting, the default ContractsExtractionContext mapping is available. Use the predefined definition to extract contract details from a file. The definition includes a default DocExtrctPersistenceMapping that persists data by pushing the extracted document data from the document into the contract fields.
Workflow to Create a Custom Object State Action Definition: You can create an Object State Definition (state model) with specific Object State Values and Object State Transitions. In the Object State Definition, you can define custom actions that call specific transitions using an Apex Class or Omniscript.
Workflow to Create a New Contract Object State Definition and Map it to a New Record Type: You can create a new Object State Definition with specific Object State Values and Object State Transitions. Then create a record type and edit the picklist values of a record type to include only certain states for a contract. When you create a contract, the contract states only includes states that you kept in the record type status.
Workflow to Setup E-Signature for Contract Object: Integrate DocuSign with Salesforce Contracts for users to be able to email a copy of the document to sign at the recipient’s convenience. DocuSign integration requires an active DocuSign account.
Workflow to Setup E-Signature for Standard and Custom Objects: Send documents generated from a quote, order, opportunity, or other standard and custom objects for e-signature by using e-signature APIs. DocuSign integration and an active DocuSign account are required.
Contracts AI: To customize, and streamline the process of digitizing PDF contracts, leverage the enhanced Einstein generative AI feature. Now, you can significantly reduce the time and effort required to identify and extract the required contract field values.
Add Content in a Rich Text Field in Salesforce Document Generation: After you create a custom rich text field in an object, add and format the content. You can undo, redo, bold, italicize, underline, strike-out, add a hyperlink, modify alignment, add a numbered or non-numbered list, indent, and outdent.
Manage a Salesforce Document Generation Batch Process: You can run, pause, queue, dequeue, and delete a document generation batch process. You can continue adding document generation processes to a batch while it is In Progress or Queued. You can run only one batch at a time. If multiple batches are queued, they run sequentially. You can’t modify a batch after it reaches completed.
Map Hyperlink Tokens in Omnistudio Data Mapper for Salesforce Document Generation: Use hyperlink tokens in Microsoft Word or Microsoft PowerPoint document templates to insert dynamic URLs in the generated DOCX and PDF files. The hyperlink token must start with HYP_. The token format is {{HYP_<hyperlinktokenname>}}, for example, {{HYP_Salesforce Website}}.
Map Image Tokens in the Omnistudio Data Mapper for Server-Side Salesforce Document Generation: Use image tokens in a Microsoft Word or Microsoft PowerPoint document template to insert dynamic images in generated DOCX and PDF files. The image token must start with IMG_, such as {{IMG_header}}. Salesforce supports single-image, multiple-image, and loop-image tokens. Use Data Mappers to extract images from the org and define their height and width.
Retrieve Images During Server-Side Salesforce Document Generation With Sample Custom Class: To retrieve images during server-side document generation, create an Apex class in your org that exposes the getImageContentBlob() method. During Server Side document generation, Salesforce calls this method to retrieve Base64-encoded image data. In your document generation request, pass image token data for each image token. Set the IMG_ token’s src value to a lookup key that matches a key in the imageContentMap returned by getImageContentBlob(). Salesforce uses this mapping to resolve and insert the image during document generation.
Upload Images in Salesforce for Server-Side Salesforce Document Generation: Store images in the Rich Text field, Files, and Notes and Attachments of an object. You can save images in any location; however, for all images to render in the same generated document, make sure you store them in a single repository.
Assign Document Generation Permission Set to your Users: Grant users the required access to design templates and generate documents with Salesforce Document Generation, enabling them to complete document-related tasks efficiently
Compare Salesforce Document Generation with Managed Package Document Generation: Salesforce Document Generation refers to a core-supported feature that eliminates the need for managed packages. Use the Design Document Template feature in Salesforce, for designing and generating documents from templates in Microsoft Word, and Microsoft PowerPoint formats without a managed package. To use the template designer, you must have the DocGen Designer PSL.
Context Definition for Document Generation: Define a reusable data structure for document templates by creating context definitions. These definitions organize Salesforce business data into nodes and attributes, capture relationships such as primary and related objects, and map the information into a structured JSON format. The mapped data provides token values used in document generation.
Context Mapping for Document Generation: Map the structure defined in a context definition to actual data sources so document templates can retrieve values at runtime. A context mapping links each node and attribute to specific Salesforce fields and objects. When editing a context mapping, use Edit SObject Mapping to access and update the appropriate mapping. Make sure to update the input mapping as well to keep it in sync. Make sure the input mapping names match the attribute names. If they don’t match, data for those attributes won’t be hydrated.
Create a Context Mapping for Document Generation: Configure a context mapping to link nodes and attributes from your context definition to Salesforce fields and objects. These mappings allow document templates to populate tokens with runtime values from related records.
Context Service for Document Generation: Starting Winter '26, Context Service is the default token mapping method in Salesforce Document Generation (DocGen). It provides a visual way to extract and organize business data from different sources without an Omnistudio license. It then connects that structure to Salesforce data using context mappings. With Context Service, you define the structure of the data you want to use in your documents, making it easier to generate accurate, personalized content across contracts, quotes, and other business documents. When a document is generated from a document template, Context Service replaces the tokens with real data from the mapped fields.
Enable Context Service and Provide Permissions: To use Context Service for document generation, first enable the Context Service feature in your org and ensure users have the required permissions.
Token Naming Conventions for Context Service: Use naming conventions to correctly insert image, hyperlink, rich text, and data true-up tokens in your document templates. Each token follows a specific format so that Context Service can identify the type of content and process it correctly during document generation.
Limitations of Context Service for Document Generation: Context Service has some functional limitations compared with Omnistudio data mappers. Consider these limitations when using Context Service for document generation.
Example: Generating a Contract Document by Using Context Service: Understand how Context Service can streamline contract document generation by mapping structured Salesforce data to template tokens. This setup supports dynamic content, hyperlinks, images, and live updates using a reusable context definition and mapping. Review the context definition structure, mapping, and JSON output that illustrate how Context Service can support contract document generation. It includes elements such as dynamic content, hyperlinks, images, and live updates by using a reusable context definition.
Example: Generating a Proposal from a Quote by Using Context Service: Review the context definition structure, mapping, and JSON output that illustrate how Context Service can support proposal generation from a Quote record. It includes possible elements such as account details, billing information, product line items, and a company logo.
Apply a Context Filter for Document Generation: Apply a filter to a template to control which data the context service fetches each time the template is used to generate a document. A context filter can refine data by applying defined conditions, sort records by a single attribute, or limit the number of records returned after sorting.
Context Filters for Document Generation: Document generation often pulls data from complex models that return more records than a document requires. To exclude irrelevant data, use filters to control which data the context service fetches before generating a document. When you add a filter to a template, document generation applies the filter every time a document is rendered.
Create a Document Generator Page with Omniscript in a Digital Experience Site: Create and publish a new page in your Digital Experience site to host an Omniscript for document generation. ADE dd the page to the navigation menu to give external users a quick, centralized way to access and generate documents.
Set Up Data Transformation for Document Generation: Convert flat data into hierarchical structures, group records, and calculate values by defining the context and configuring the Data Processing Engine (DPE) structure.
Create a Hierarchy Transformation for Document Generation: Use a parent–child transformation to turn source data from records in your org into a hierarchy for document generation, so repeating sections and tables can show parent and child records the way you model relationships in Salesforce. The structure can follow a single object, for example, a parent record and its child records or a chain of related objects and record relationships such as a header and lines, or region and subordinate levels. The document output reflects that hierarchy instead of a flat list of line items or fields.
Considerations for Context Transformation in Document Generation: Keep these considerations in mind when you design templates, configure Data Processing Engine (DPE), and generate documents. These constraints impact how you structure context definitions, transformation logic, and document templates.
Transform Context Data for Document Generation: A DocGen transformation is how you prepare data before a document is generated. You can reshape flat data into hierarchies, group related records, and derive the values a template should show such as, nesting products under a bundle or calculating totals. The Data Processing Engine (DPE) uses a context definition to run that logic and output structured JSON; document generation then reads that JSON to fill the template. Together, the transformation step closes the gap between source records and a predictable structure for the template.
Salesforce Document Generation Batch Process: The Document Generation Batch Process feature allows you to group and manage many single document generation process requests, all under a unique batch document generation ID.
Identify Your Document Generation Type: Learn how to recognize whether you're using client-side, server-side Document Generation 1.0, or 2.0 by reviewing your Salesforce settings, and the properties of your generated pdf documents. Understanding your current document generation mode is essential for optimizing your document creation process and adhering to any limitations.
Dynamic Content Rendering During Server-Side Document Generation: Elevate your server-side generated documents by integrating dynamic images, hyperlinks, and rich text. This functionality empowers you to produce more interactive and informative outputs by embedding visual elements such as product visuals and charts, providing direct access to web resources through dynamic URLs, and presenting formatted information with varied fonts and styles. To incorporate this dynamic content into your DOCX and PDF outputs, utilize specific token formats: {{IMG_<imagetokenname>}} for images, {{HYP_<hyperlinktokenname>}} for hyperlinks, and {{RTB_<richtexttokenname>}} for rich text. By leveraging these features, you can generate sophisticated and contextually rich documents on the server side.
Dynamic Hyperlinks for Server-Side Document Generation: Use hyperlink tokens in Microsoft Word or Microsoft PowerPoint document templates to insert dynamic URLs in generated DOCX and PDF files. For example, with dynamic hyperlink tokens, you can insert a hyperlink for every product ordered that directs you to the product specification web page.
Dynamic Images in Server-Side Document Generation: Insert images such as product images, barcodes, or pie charts in your generated DOCX and PDF documents by using image tokens in a Microsoft Word or Microsoft PowerPoint document template. An image token format is {{IMG_<imagetokenname>}}, for example, {{IMG_header}}. Use a single image, multiple images, and loop images. Place image tokens anywhere within a document template, such as in paragraphs, tables, and text boxes. Use a token in a header or footer or within a repeating content section to pass an array of images. Define the height and width of the images in Omnistudio Data Mapper Transform. Image tokens are supported within the Token Data and Token Data Content Document fields of the Document Generation Process. You can also use a custom class to load a blob for dynamic image rendering from sources, such as non-contentDocumentId, URL, ObjectID, or other strings and identifiers.
Dynamic Rich Text for Server-Side Document Generation: Use rich text tokens in a Microsoft Word document template to insert rich text content in the generated DOCX and PDFfiles. With dynamic rich text tokens, show product details as a block of information with its original formatting in your generated document. Product details are stored in a rich text field of a Salesforce object.
Enable Server-Side Document Generation Setting for Salesforce Document Generation: Server-Side document generation is an asynchronous process that's built for large and rendering-heavy documents and to generate documents in batches. Server-Side document generation is only supported in customer orgs, and it isn't enabled by default.
Generate Documents by Using the Generate Document Component: Generate and preview documents from a Salesforce record page or Screen Flow by using a reusable component that doesn’t require an Omnistudio license. The Generate Document component is a standalone Lightning Web Component (LWC) that uses configured templates and data mappings to generate documents. Add the component to Lightning record pages or invoke it from Screen Flow. It removes the dependency on Omniscript and supports standard Salesforce implementations.
Add the Generate Document Component to a Screen Flow: Use the Generate Document component in a Screen Flow to generate and optionally merge documents. Customize the flow to filter templates, select files, and control merge behavior. When generation starts, the component processes the request, shows a preview, and provides download options.
Insert and Map Dynamic Hyperlinks in Document Templates: Configure custom hyperlink fields and map them using Omnistudio Data Mapper to render dynamic URLs in generated DOCX and PDF documents. Use HYP_ tokens in Word or PowerPoint templates to insert these hyperlinks.
DocGenPlus Add-On Licenses for Salesforce Document Generation: The DocGenPlus add-on license supports usage-based document generation for standalone Sales Cloud, Service Cloud, and Field Services offerings. The usage-based licensing applies to customers who purchased Revenue Events Starter Pack SKU starting in Winter ‘26. For every document generation request, one Revenue Event is consumed.
Salesforce Document Generation: With Salesforce Document Generation, you can generate documents directly on the Salesforce Platform without a managed package. Design templates, set up permissions, and generate documents using Salesforce data. Embed dynamic content such as images, hyperlinks, and field values. Salesforce Document Generation supports batch processing, server-side generation, and options for troubleshooting blocked or failed requests. Licensing, permission sets, and configuration steps play a key role in enabling these features effectively.
Generate Document Component Properties: Use the Lightning App Builder to add the Generate Document component to a record page, or integrate it into a Screen Flow to create a guided document generation experience for users.
Omnistudio Requirement for Salesforce Document Generation: Managed packages like Omnistudio offer standard capabilities, including a template designer, server-side and client-side generation, and support with Omniscripts and Integration Procedures.
Resolve a Failed Document Generation Request: When your document generation process (DGP) request fails, Salesforce doesn't retry it automatically. Create a new record or clone the failed DocumentGenerationProcess record to generate the document.
Insert and Map Rich Text Content in Document Templates: Create and map custom rich text fields using Omnistudio Data Mapper to render formatted content in generated DOCX and PDF documents. Use RTB_ tokens in Word templates to insert rich text such as styled text, lists, and hyperlinks.
Support Rich Text and Hyperlinks for Server-Side Document Generation for Objects: The Doc Generation API Version Type defines the API version to use for document generation. To support rich text and hyperlink tokens for document generation process records and sObjects, set the Doc Generation API Version Type setting from Basic to Advanced.
Salesforce Document Generation Sample Apex Codes: These Apex code samples demonstrate how to automate and manage document generation in Salesforce. They cover key tasks like server-side and batch document generation, as well as handling blocked requests by retrying them. Tools like the DocGenRetryBlockedBatch class help developers and admins customize and streamline document-related processes.
Salesforce Document Generation Utilities: Salesforce Document Generation Utilities provide tools to help manage and optimize the document generation process. These utilities include the Document Generation Process Cleaner Utility, which permanently deletes old document generation process records and associated data to free up storage space. This utility uses specific Apex classes that can be created and run in the Developer Console to clean up records within a defined timeframe. Additionally, Salesforce offers a feature to run a scheduled job to terminate long-running document generation requests, ensuring system performance by automatically canceling requests that exceed a specified time limit. These utilities help administrators maintain an efficient and performant document generation environment.
Set Up Salesforce Document Generation: Turn on the server-side setting to enable asynchronous document generation, which supports large or batch-generated documents. Also, turn on the Design Document Templates in Salesforce setting to create DOCX, PPT, and Microsoft 365 Word templates with dynamic tokens. When this setting is turned on, Salesforce automatically creates the Docgen Document Template Library if it doesn't already exist. Finally, provide access for users by assigning the Document Generation permission set.
Set Up Digital Experience Users for Salesforce Document Generation: Give Customer Community (CC), Customer Community Plus (CCplus), and Partner Community users access to create documents from their Digital Experience sites. Salesforce Document Generation doesn't support Guest Users.
Transform Token Data with Context Service for Document Generation: Reshape and enrich token data before document generation by using a transform plug-in to apply Apex logic. You can build hierarchies, group related records, or perform custom calculations that the context service alone can’t handle. You can use a transform plug-in in conjunction with a context filter. Document generation applies the template’s context filter before running the transform plug-in.
Associate a Transform Plug-In with a Document Template: Configure a document template to use a custom Apex transform plug-in during document generation. Document generation calls the transform plug-in automatically at run time.
Create a Context Service Transform Plug-In: Build hierarchies, group related records, or perform custom calculations by creating a custom Apex class that transforms token data before document generation.
Turn on Localization for Document Generation: Configure localization settings to generate documents with translated content and locale-specific formatting. Control localization at the document generation request level and refine behavior at the field level.
Generate Documents by Using User Locale Settings: Generate documents that reflect a user’s language and regional settings. Translate token data for objects and fields that support translation. Apply locale-specific currency, date, and time formats based on the current user’s settings. Control translation at the document generation request level and refine behavior at the context definition level.
Understand Document Builder and Document Generation in Salesforce: Salesforce offers multiple ways to generate documents from data, each suited for different use cases and product areas. Understanding these capabilities is crucial for selecting the right tool for your specific business needs. The two primary capabilities are Document Builder (Doc Builder) and Document Generation (DocGen).
What can you do with Salesforce Document Generation?: Salesforce Document Generation enables the creation of various documents, such as contracts, proposals, quotes, and reports directly within Salesforce. Templates built in Microsoft Word (.docx) or PowerPoint (.pptx) serve as the foundation, incorporating data from any JSON-based source, including Salesforce objects. The generated documents can be converted into PDF format, and multiple PDFs can be merged into one using the merge feature. Document Generation operates using the standard runtime permission sets.
Personas and Permission Set Licenses for Salesforce Document Generation: Multiple users can leverage Salesforce Document Generation, depending on their roles and the specific features being used. Permission set licenses give users incremental access to features that aren't included in their user licenses. Users can be assigned any number of permission set licenses. Personas define what different types of users can do with Salesforce Document Generation. Each persona is mapped to specific responsibilities and permission sets that determine the level of access a user has.
Share and Change Ownership of Engagement Interactions: If an engagement interaction you are attending to is better handled by another CSR or CCA, change ownership of the engagement interaction. If you need inputs on an engagement interaction from another CSR or CCA, share the engagement interaction.
Show All Displays on a New Page: To launch a new screen that shows a scrollable list of all the display record, add a button with icon to the Display cockpit card and assign action to the button. The section of the screen that shows the compilation of displays is the master list or parent list.
Details Page for a Display Record: In Visual Studio Code based Modeler, configure a master and detail page linked to the Displays cockpit card. Add a button to launch a new page and show the list of display items on a parent or master page. Additionally, learn how to configure the app to open a details page and load the display item information when you tap a display item from the parent list.
Show Rule Explanations to Users (Example): This example shows how you can configure an expression set version to show step-result explanations to external users. The example also shows how to preview the explanations that your users see.
Simulate and Activate Your Expression Set Version: Before you activate your expression set, run simulations with default and custom test input variables. Different decision matrices or subexpression versions called in an expression set version can have different start date time and end date time values. Test different versions by changing the Effective Date value. If the expression set doesn't work as expected, edit the elements and resimulate. When you're satisfied, activate the expression set version. If the expression set version is related to a context definition, you can simulate it by using the context mappings available in the context definition.
Smart UI: Smart UI lets you configure promotion screens without code and plan an entire promotion, including tactics and products, in a single Edit mode session instead of saving each step separately.
Create a Barrier: When you receive new information about a challenge that a patient or member faces, you capture the information in a barrier card. Within the barrier record, you can select the type of barrier you’re entering. Then, add important information such as the person’s name, the status and priority of the barrier, the related case, and the effective dates. Barriers appear in the component in the order you create them. So the newest barrier appears first.
Create Care Barrier Types: Create a library of standard types or classes of barriers that patients or members encounter. Access to transportation is considered a care determinant. Lack of transportation is a care barrier type. Make sure to modify user permissions so that users have access to these types.
Create Care Determinant Types: Create a library of standard types or classes of determinants that patients or members encounter. Predefined types are Social, Behavior, Genetics, and Medical. Access to transportation is considered a care determinant. Make sure to modify user permissions so that users have access to these types.
Add Care Interventions to Address Barriers to Health: An intervention is a task you create to address one or more aspects of the related barrier. For example, if someone can’t get to the grocery store, you can create a task to sign them up for a meal delivery service. You can assign the task to a person, and set a due date, status, and priority. Optionally, you can add a contact and relate the task to an account.
Use Social Determinants to Assist Patients and Members: Providing great care means having a comprehensive, holistic view of the people you’re managing—including insights into their social and environmental circumstances. If someone with health issues can’t drive to the grocery store or to medical appointments, it’s difficult for them to maintain or pursue optimal health. Health Cloud gives you tools to assess and record barriers to health and address them with interventions that make the difference between struggling and thriving.
Sort and Filter Decision Matrix Rows: You can sort decision matrix rows in ascending or descending order of the values in a column. You can also filter rows based on column values.
Clone Service Process Definitions: Clone existing service process definitions to customize them to meet your business needs. A cloned service process definition retains all the data attributes of the original definition.
Associate a Request Form to an Action Launcher Deployment: After activating a service process definition, link a request form (Omniscript or screen flow) associated with the service process definition to one of the Action Launcher deployments. Agents can search for and launch this Omniscript or screen flow from a record details page using the Action Launcher component.
Create and Activate Service Process Definitions: Create a service process definition in the Service Process Studio and activate it so that service agents can launch it through the Action Launcher component on a record details page.
Service Process Studio Data Attributes: Data attributes store information that a customer provides and later make it available for use in service processes.
Create Data Attributes for Service Process Studio: Create data attributes based on the kind of information to be stored. Data attributes can be of Base or Extended types and can be grouped into sections.
Eligibility Rules and Access Control for Service Processes: Integrate Service Process Studio with Product Catalog Management to enable controlled access for service processes. Configure customer eligibility rules and user access control for service processes so that your users and customers see only the relevant service processes in the Action Launcher.
Service Process Studio Fulfillment Flows: A fulfillment flow represents the automation of the tasks required to complete a service process request after the case is created.
Group the Data Attributes into Sections: When there’s a large set of data attributes to define for a service process, you can create sections and group the related data attributes within these sections. You can also reorder sections and move the data attributes from one section to another.
Service Process Studio Preprocessors: A preprocessor represents business logic that must be run before creating a case for a service process request. For example, business logic for a checkbook request rejects a new request if there's an active request pending.
Prerequisites to Configure Eligibility Rules and User Access Control for Service Processes: To configure eligibility rules and access control for your service processes, you must first make the service processes available as service process products. You can list service processes as products by syncing the service process definitions in Service Process Studio with Product Catalog Management.
Service Process Studio Request Forms: A request form is an intake form that helps service agents to gather information from customers easily. Create a request form and associate it with a service process definition. Service agents can launch this request form from the Action Launcher component and get started with customer service operations quickly and efficiently.
Service Process Studio Basics: Use Service Process Studio to create a service process definition from end to end. The Service Process Studio is a setup framework that helps you to create service process definitions seamlessly. The studio takes you through a set of steps starting from providing the basic details to associating a fulfillment flow.
Assign Permission Sets to Users: Assigning the appropriate permissions is a fundamental setup step for processing service requests. These permissions control access and capabilities for various users, making sure that service designers and reps only have the necessary functions to manage and use service requests.
Stage Management: With Stage Management, you can simplify the implementation of complex business processes with greater visibility and control. Define stage transition criteria, and create a transition plan for each stage of the business process workflow. Use a declarative approach to control parent object stage transitions based on child object criteria, effectively modeling dependent business processes. Your users can have a comprehensive view of the record stage progress by using the Record Stage Overview Lightning web component.
Add an On-Demand Step Definition: Mark a step definition as eligible for on-demand execution so users can run the associated task outside the planned stage transition. Define the name, step type, and the criteria that determine when the step is available.
Stage Management Basics: Use Stage Management to automate and manage business process stages and gain control over the record stage progress.
Clone Stage Definitions: Create stage definitions for similar business processes applicable to different record types by cloning stage definitions. Clone a stage definition and map the stages from the existing definition to the new one.
Configure Criteria and Conditions for Child Objects: Control when parent object stage transitions occur. by evaluating the state of child records before a parent object can advance to the next stage. This evaluation makes sure that transitions align with your business process requirements.
Use Expression Sets to Control Step Execution: Automate complex decision-making processes by using predefined logic in expression sets to determine whether a step definition must be executed or skipped.
Create Stage Assignment Rule Criteria: Use stage assignment rule criteria to dynamically apply different stage definitions to records of the same object and record type. Define conditional logic to match records based on field values, and apply a more relevant stage journey without duplicating objects, record types, or page layouts.
Create a Stage Definition Assignment: Use stage definition assignments to dynamically apply different stage journeys to records of the same object and record type. Customize stage progressions based on field values in the record.
Create a Stage Definition: Stage definitions specify the object and field used to configure Stage Management. Stage definitions form the foundation for Stage Management configurations. Create stage definitions for different record types by using templates.
Experience Cloud Site Access to Record Stage Overview: Guest users can access the Record Stage Overview component on the Experience Cloud site. Create a permission set that grants read-only access to the objects and assign it to the guest users. Establish sharing rules to make sure these users can access the records and step definitions defined in Stage Management.
Add Step Definitions: Use stage transition rules to add user access control and to define a transition plan for each stage and stage transition. Select the type of permissions to specify the users who can perform the stage transition. Add the criteria and conditions to run the step definitions.
Configure Flexible Stage Progressions using Stage Definition Assignment and Stage Assignment Rule Criteria: Assign different stage definitions to the same object and record type based on rule-based conditions by using stage definition assignments. Customize stages dynamically, tailored to each record’s context. Instead of applying a static set of stages to all records of an object, configure multiple stage journeys and automatically apply the most relevant one using stage assignment criteria.
Stage Management Editions Permissions: Review the supported products and editions for Stage Management. Then learn about how your product handles permissions and how to assign them.
Enable Stage Management: To create stage definitions for your business processes, enable the Stage Management setting.
View Record Stage Progress with Stage Management: Add the Record Stage Overview Lightning Component to your record page or Experience Cloud Site to make it available to your external users. The component gives your users a comprehensive view of the business process stages and the tasks to be performed. Control who can view steps in the Record Stage Overview component by using permission sets and standard sharing rules.
Run Tasks On Demand in Stage Management: Select eligible tasks for a record’s current stage, log a reason and comments, and run the tasks immediately. Use this path when a planned stage transition doesn’t cover a regulatory deadline, customer request, or error correction.
Set Up Stage Transitions: Specify the criteria and conditions to facilitate the transition between the business process stages. Use stage transition to configure stage movement from one stage to another. For example, to configure the stage management for customer onboarding, define the stage transition to move from the Application Intake stage to the Risk Screening stage.
Standard Decision Matrices: Standard decision matrices have characteristics, such as input columns, output columns, and versions, that are common to all decision matrices, irrespective of their type. Use standard decision matrices when you don't need the matrix to be part of a group or to be versioned row by row.
Standard Salesforce Pricing for Communications, Media, and Energy (CME): Salesforce Pricing is a unified pricing engine for Salesforce Industries. It allows for faster pricing configuration by enabling real-time updates without the need for compilation jobs. The standard Salesforce Pricing engine offers flexible pricing logic through decision tables, expression sets, and context services, facilitating complex pricing scenarios.
Step Elements to Build Your Expression Sets: Step elements are the building blocks of an expression set. A new expression set version is always blank. Each element forms a step in an expression set. Use the elements in the Expression Set Builder to form logical steps in the expression set. Steps in an expression set run sequentially. Depending on the type of the step element, a step can perform calculations, lookups, or condition evaluations that determine how the next step in the expression set is processed.
Store Predictions in Records: View your generated predictions contextually by storing them in records. To write back a prediction, select a preconfigured output connector and then select an object and field to store the prediction in. You can write back predictions only if you’ve trained and deployed the model for a template configuration.
Submit a Clause for Review: Mark content within a contract as a clause and submit it for review from the Microsoft 365 editor, the contract record page, or the extraction results page. After approval, the clause is added to the clause library for reuse.
Submit an Address Update Request: Complete the address update request form to update addresses in your accounts or financial accounts.
Supported Data Type Fields for Data True-Up: Review the supported data types for use with Data True-Up tokens. It includes compatibility, descriptions, and any known issues or considerations.
Create Email Invitations for Surveys: Create a Survey Email Branding configuration to customize the email that patients or members receive when care coordinators invite them to take a survey.
Send Survey Invitations to Patients: Invite patients to participate in a survey by sending them a link in an email. Create that email using an email template.
Provide Surveys for Gathering Feedback: Health Cloud Surveys help you create easy-to-use forms, such as pre-surgery surveys or member satisfaction surveys, for collecting feedback from your patients and members.
Set Feedback Survey Permissions: To enable users to use surveys, provide permission sets and site member access to the survey-related objects.
Add the Einstein Relationship Insights Component to Page Layouts: To ensure the Einstein Relationship Insights component is displayed to your users, add the component to page layouts. Add the component to the pages that correspond to the selected people object and company object.
Assign Licenses to Users: For your users to access Einstein Relationship Insights, assign a license.
Enable and Configure Einstein Relationship Insights: Enable Einstein Relationship Insights to configure the person record and company record objects. Use the record of interest to see recommended relationships. Enable content sources so that your users can explore relationships. For example, connect with Twitter as a content source and enable your users to search for content on Twitter and view recommended relationships based on the attachments.
Create a Flow to Delete Closed Cases: Create a business flow to automatically delete cases. All closed cases get deleted, except for medium and high priority cases that were escalated.
Delete Batch Job Parts and Failed Records: After a Batch Management job’s run completes or fails, you can delete the batch job parts or the batch job parts' failed records that are created by the run. This way, you delete only the records created by the run and not the run itself.
Delete a Batch Job Run: You can delete batch job runs that are either completed or have failed. When you delete a run, its associated batch job parts and batch job part failed records are also deleted.
Cancel a Batch Job Run: Cancel Batch Management jobs runs that are in progress, including ones running for a long time and using up your Salesforce org’s resources, and ones started by mistake.
Schedule the Batch Job to Run: Now that the Process Closed Cases batch job is created, a scheduled flow must be created to run this batch job. The batch job processes the Deleted Closed Cases flow.
Create a Certificate and a Private Key: Before you integrate Einstein Relationship Insights with Salesforce Files, create a certificate and a private key.
Create a Salesforce Permission Set: After you create a user account for the integration user, create a permission set to give the user permissions to query the files in the Salesforce org. Then, in orgs where Salesforce Files is enabled, use the permission set to give the integration user permissions to list and download files. Assign the permission set to the integration user and the connected app.
Create a Batch Job: Use a batch job to automate the processing of large volumes of records for a business process configured in Salesforce Flow.
Create a Connected App: Create a connected app to request access to Salesforce Files data for Einstein Relationship Insights.
Create Expression Set Message Tokens: Expression set message tokens serve as placeholders for specific values from an expression set version within an explainability message template. Without tokens, the explanation messages would be static and unable to reflect the specific data involved in a particular execution of the rule. Create a token, and then map it to actual resources to dynamically display relevant data in explanation messages.
Create a Decision Table: Create a decision table and select the object or the custom metadata type that contains the business rules. Select the input fields from the business rules object or the custom metadata type for the decision table to read. Select one or more output fields that contain the values that are used to calculate outcomes.
Add Dataset Links to a Decision Table: A decision table determines outcomes based on field values from different source objects. In a dataset link, you can map the decision table’s input fields with fields of different standard or custom objects.
Create a Dataset Link to Map Order Fields (Example): In this example, a decision table is already created to determine the discount percentage for orders. Next, create a dataset link to map the Order and Product object fields with the decision table input fields. The mapping informs the decision table of the Order and Product field values that must be evaluated to decide the discounts.
Design a Flow to Update Order Discounts (Example): Design a flow that allows the decision table to evaluate all the Order records that don’t have a discount. The flow also updates the evaluated Order records with the discount percentage determined by the decision table.
Invoke a Decision Table Without Dataset Link: You can provide specific values that a decision table can use to provide outcomes. You can define separate sets of values for each input field of a decision table.
Connect or Disconnect a Content Source: Einstein searches the content in web and news to recommend relationships. If admin has enabled Slack, Gmail, or Salesforce Files content sources, Einstein Relationship Insights Growth users can add these content sources and get relationship recommendations from these sources.
Create Records: From Einstein’s relationships, create person or company records for the records that don’t exist. For a person or company record that’s incorrectly classified, you can change the record-type.
Delete an Evidence Document: If an evidence document doesn’t adequately support the relationship or isn’t helpful, you can delete it.
Dismiss Recommended Relationships: If the evidence documents imply that a recommended relationship isn’t accurate, you can dismiss the recommended relationship.
Access Web Pages in a Browser: With the Einstein Relationship Insights browser extension installed, you can invite Einstein to any web page that you visit.
Filter Relationship Type: When you explore records, Einstein displays all the recommended and structured relationships. You can filter the relationship type to see Einstein’s recommended relationships from unstructured content like the web and news, structured relationships in Salesforce, or both.
Follow Records and Get Updates on Your Home Page: Admins can add the Einstein Relationship Insights Digest component to your home page so that you can see relationship, news, and job updates on your home page for the contact, lead, and account records that you follow.
Get Notified of Relationship Recommendations: Get notified of relationship recommendations while you’re exploring a record. Explore more records while getting notified of new relationships instead of waiting for Einstein to show relationship recommendations.
Install the Browser Extension: To explore records while browsing any web page, install the Einstein Relationship Insights browser extension.
Invite Einstein to a Web Page: After you invite Einstein to a web page, Einstein analyzes the page and highlights the people and companies of interest.
Open Saved Records: From Einstein’s relationships, open existing records and explore relationships for that record.
Use Keywords to Search for Relationships: Enter keyword queries in the search field to quickly search for specific relationships. The search results include relationships based on the relationship type you’ve selected.
See How Einstein Activity Capture Users Are Connected: Einstein Relationship Insights uses email and calendar metadata from Einstein Activity Capture to show when a colleague is connected with a recommended relationship. Use Einstein Activity Capture to see how you’re connected with Einstein’s relationship recommendations. View the full connection path between you and the record that you want to explore.
View Evidence for Relationships: See documents that support a relationship recommendation. Research the relationship and understand why a recommendation is suggested.
Invoke a Decision Table in a Flow: After a decision table is activated, invoke the decision table from a flow to get and use the output in the flow.
Monitor Your Batch Jobs: Monitor the status and health of your batch jobs using Monitor Workflow Services. You can monitor each instance of a batch job run and drill down to view details about each batch job part.
Refresh Decision Tables in Flows: You can use a Flow action to refresh a decision table asynchronously based on a schedule or when required. You can also use a flow to update multiple decision tables.
Submit Failed Records in Flows: Use a Flow action to submit failed records for processing. You can schedule the flow to submit the failed records automatically after a batch job run is complete with the Completed with Failures status.
Run a Batch Job: A flow is used to run batch jobs. After a batch job is activated, it appears as an action in the Flow Builder. Use the Batch Job action to schedule your batch job's runs.
Submit Failed Records: You can submit records that a Batch Management job run failed to process for processing again. You can resubmit all the records that failed or specific failed records.
Tasks: Primary Drivers of the Care Plan: Tasks help you track and measure the activities associated with your patients or members. From the console, you can ask a caregiver to drive a patient or member to an appointment, remind yourself to follow up on a missed appointment, or send a pre-admission survey to complete.
Test the Maps App Launch Button: Test the button to open third-party apps on a mobile device. Check if Google Maps opens and shows the navigation to the customer’s location when you click the button in Consumer Goods Cloud offline mobile app.
Test the PDF Report Generation: After you configure the store display PDF report in Visual Studio Code-based Modeler and set up its layout, generate the PDF report. Test the generated report on a mobile device.
Action Launcher: Add actions in the Action Launcher Lightning web component so that your users can search for and launch an action easily. Action Launcher helps your users to resolve customer requests and issues quickly and deliver better customer service. For example, users can initiate a fee-reversal flow or launch a service-order action from Action Launcher.
Audit Trail: Use Audit Trail to monitor and analyze the primary and secondary identity verification audit records of customers to detect potential cases of compliance fraud and identity breach.
Engaging with Prospects by Using Outreach List: Help your sales or service reps get the most out of their prospect engagements with Outreach List in the split view. Enable the reps to effortlessly and efficiently cross-sell products, collect outstanding dues, and provide advisory services to prospects, including existing customers.
Third-Party App Launch Button: Create buttons on the display record pages of the Consumer Goods offline mobile app to open third-party apps. When sales reps open other apps along with the CG offline mobile app on their mobile device, they can handle multiple business processes simultaneously. This capability improves their productivity and efficiency. Create business logic methods to determine the button’s visibility and to ensure that you open the desired app. Create an event handler for the button click event and test the results on a mobile device.
Third-Party Workflows: Business Rules Engine business APIs give you the flexibility of calling expression sets and lookup tables in workflows created using third-party tools of your choice.
View Events Using Timeline in Salesforce: The Timeline component shows key events relating to a person or a resource in one place, so your users can see information from a single source of truth.
How Timeline Works in Salesforce: A timeline lets users see data from objects as a sequence of events happening over time. You determine what information shows on the timeline by choosing the base (or primary) object and the related objects. You can use standard objects or custom objects.
Timeline Considerations and Limitations: Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
Add Timeline to a Record Page: To let your Salesforce users see the Timeline and its data, add it to a Lightning record page.
Set Up a Timeline to Show Engagement Events from Data Cloud Data Graph: Configure interactive timelines that show engagement events from a Data Cloud data graph. With a data graph, the timeline can load events faster from data model objects (DMOs), including the Unified Individual DMO. Users, for example contact center agents (CCAs), can go through the consolidated events shown on the timeline to gain comprehensive customer insights and provide better customer support.
View Data Cloud Events: View engagement Data Cloud events on the timeline to enhance information retrieval, get the historical context, and have contextual and concise communication with customers and prospects.
Program Planning: Trade strategies and brand-specific priorities include guidance on distribution, shelf merchandising, and pricing that supports the account-level planning process.
Trade Promotion Effectiveness Analytics Dashboards: Trade Promotion Effectiveness Analytics provides Promotion Analysis and Tactic Analysis dashboards built on a semantic data model in Data 360, with an extended model you can customize with your own parameters and measures.
Abort Export Process: When an export process is running for a longer duration than expected, it consumes resources and blocks the scheduling of new exports. The following Abort Export code snippet unblocks the scheduling by aborting the export process.
Create a Customer Business Plan: Create a Customer Business Plan (CBP) for an account and product category to set the KPIs you want to track for that combination.
Edit a Customer Business Plan: Edit a customer business plan (CBP) to better align your promotions and long-term agreements with your business goals.
Customer Business Plans: To change the editable and editable calculated KPIs in an account plan, a KAM must create a relevant customer business plan (CBP) and change the KPIs in the CBP. The changed KPIs in the CBP then appear in the account plan view.
Create a TPM Account Plan View: Configure filters for time frame, customer, and products into a named account plan view from the Trade Calendar P&L page. You can copy, rename, or edit views afterward.
Download an Account Plan P&L: Share key performance indicator (KPI) values for individual time periods and the total period of the account plan P&L view across product levels.
Long-Term Agreements: A Long Term Agreement (LTA) is a contract between a manufacturer and a retailer over an extended period.
What Can You See in an TPM Account Plan?: In a TPM account plan, a KAM can see a consolidated view for the account’s products and related KPIs at the account, product group, and product levels.
Deployed Accrual Data Components: Use this reference to verify that your data streams, data lake objects, and data transformations are deployed successfully.
TPM Accrual Data Kit: This data kit integrates the generic accrual engine with TPM data.
Accrual Engine Data Model: The Liability Accrual data model contains three layers: Configuration Layer, Input Layer, and Output.
Repair Accrual Engine Deployment: Check whether you deployed the Accrual Engine data kit outside Accrual Setup, and then restore the short component names that the Trade Promotion Management (TPM) accrual process requires.
Example: Accrual Rule Time Granularity: Understand how the system distributes accrual amounts when you select Total or Period as the accrual rule time granularity for a tactic.
Configure Accruals for a Sales Org: Activate accruals for each sales organization individually. You can configure the specific fields that control how accruals are processed.
Configure Templates for Accruals: Enable accruals in your promotion, tactic, and claim templates so that their associated promotions, tactics, and claims are eligible for accrual calculations.
Deploy the TPM Accruals Data Kit: Deploy the TPM accruals data kit to install the required data streams, models, and transformations in Data Cloud.
Accruals in Funds: By using this feature, you can see the liabilities accrued for every tactic in the Funds section of the promotion. The engine updates the Liabilities field on tactics and tactic funds with accruals calculated.
Set Up Your Org: Verify that your org has the required licenses and that both Data Cloud and CRM Analytics are set up and available.
Create Report Metadata: Report metadata is a configuration JSON that controls the behavior of the report. Configure report metadata to define how data is filtered, aggregated, and shown in a report.
Adjust Custom Parameters for the Filtered Tactic Selection Query: Starting in Winter '26, the Filtered Tactic Selection Query includes new custom metadata records that can conflict with existing custom configurations. To prevent conflicts, manually adjust the parameter order if you customized the Link Tactics feature with additional query parameters or conditions.
Considerations Before Predicting Uplift: Before predicting uplift in TPM, consider these limitations related to promotion duration, product count, custom calendar, and custom periods.
Set Up CRM Analytics to Predict Sales Uplift Volume: Get sales uplift predictions to gain insights into how specific promotion plans and KPIs impact sales by comparing them to your initial baseline sales forecast.
Licenses and Permissions: The Analytics for TPE is available only for CG TPM users. It requires either a Revenue Intelligence for CG or CRM Analytics for CG add-on license.
Licenses and Permissions for TPM Revenue Prediction: To predict uplift in TPM ensure that you enable TPM Revenue Prediction and Revenue Intelligence for Consumer Goods or CRM Analytics for Consumer Goods add-on licenses in your Salesforce organization. Additionally, assign the CRM Analytics Plus User permission set to your CG processing services user.
MuleSoft Accelerator for Consumer Goods: MuleSoft Accelerator for Consumer Goods provides pre-built technical assets and blueprints to help customers solve critical integration for TPE.
Salesforce CRM Analytics Connector: The Salesforce CRM Analytics Connector by Mulesoft establishes a connection to the External Data API for TPE.
Trade Promotion Effectiveness with CRMA: Trade Promotion Effectiveness (TPE) is a CRM Analytics solution that provides dashboards for analyzing trade promotion data and evaluating promotion effectiveness.
Uplift Prediction: Use prediction modeling to forecast the impact of a combination of promotions, tactics, and KPIs. Optimize the uplift volume by changing the KPIs and tactics in your promotion.
Apply Security Predicate to Your Datasets: Apply security predicates to the relevant datasets by using Product Manager entity to restrict the users' access only to the products and customers assigned to them.
CRM Analytics App Assets: The CRM Analytics app that you created to predict sales uplift volume contains preconfigured recipes that generate datasets and a model.
CRM Analytics App Assets: The CRM Analytics app that you created to write back forecasted baseline sales units contains preconfigured recipes that generate datasets.
CRM Analytics App Assets: The CRM Analytics app that you create to forecast baseline sales volume contains preconfigured recipes that generate datasets and a model. Use the dashboard to get insights into the forecasted baseline sales.
Input Features: Select input features from a set of calculated values when you create the Forecast Baseline Sales Volume app.
Forecasted Baseline Sales Dashboard: Use the Forecasted Baseline Sales dashboard to view the forecasted baseline sales values for your promotional products.
Before You Begin: Before configuring the app, assign permission sets to administrators and users and activate CRM Analytics and the Scoring Framework.
Before You Begin: Before configuring the app, assign permission sets to administrators and users and activate CRM Analytics and the Scoring Framework.
Before You Begin: Before configuring the Sales Uplift Volume Prediction app, complete the following prerequisites.
Before You Begin: Before configuring the Writeback Forecasted Baseline Sales Units app, complete the following prerequisites.
Account Cluster Insights Dashboard: Use the Account Cluster Insights dashboard to analyze cluster performance based on sales volume metrics. Assess the impact of the volume and metrics on overall sales and view detailed summaries, including account-cluster relationships and key performance indicators.
CRM Analytics App Assets: The CRM Analytics app that you create to cluster the accounts and product categories contains a preconfigured recipe that generates the dataset. Use the Account Clustering Insights dashboard to get insights into the account and product clusters.
Configure Amazon S3: Configure an Amazon S3 connection to write .csv data from CRM Analytics to a S3 bucket.
Configure Tactic Templates for Uplift: Configure the tactic templates that are related to the promotion template, and define the fields required to use Einstein Discovery’s prediction model for predicting uplift.
Create a CRM Analytics Template Configuration: To cluster the accounts and product categories, create a CRM Analytics template configuration in Scoring Framework with Clustering template configuration type.
Create a CRM Analytics Template Configuration: To get the forecast volume of baseline sales, create a CRM Analytics template configuration in Scoring Framework with Forecast Baseline Sales Volume (Trade Promotion Optimization) template configuration type.
Create a CRM Analytics Template Configuration: Create and set up a template configuration in Scoring Framework to install a customizable CRM Analytics app that generates predictions on the sales uplift volume.
Baseline Sales Volume Forecast by Using Scoring Framework: In Trade Promotion Optimization (TPO), the baseline sales volume forecast provides the expected sales or product performance without considering any promotional efforts. Use Scoring Framework to set up a CRM Analytics app for generating baseline sales volume forecasts for products.
Sales Uplift Volume Predictions by Using Scoring Framework: The Sales Uplift Volume Predictions app provides predictions on how specific promotion plans and key performance indicators (KPIs) affect sales by comparing them to the initial baseline sales forecast for products. Use the Scoring Framework to configure an app for predicting sales uplift volume.
Writeback Forecasted Baseline Sales Units: Build a CRM Analytics app from the Writeback Forecasted Baseline Sales Units template to write forecasted baseline sales values, units, and the uplift model ID back to Amazon S3.
Predict Uplift in a Promotion: Improve the effectiveness of trade promotion strategies by predicting the sales uplift volume for each promotion.
Preparing and Uploading External Data: Before configuring the Baseline Sales Volume Forecast app, prepare the external dataset and TPO Calendar as CSV files with the field names and formats the machine learning model requires.
Preparing and Uploading External Data: Before configuring the Clustering app, prepare the external dataset and TPO Calendar as CSV files with the field names and formats the machine learning model requires to cluster accounts and categories.
Set Up a TPM Account Plan: Before your KAMs can create a customer’s account plan view, ensure that you’ve completed the prerequisite tasks.
Promotion API: The Promotion API lets external systems create and mass-load promotions by transforming a simple JSON structure into the platform's Business Object JSON format through configurable workflow steps.
Promotion P&L View Configuration: Configure which KPIs and product levels appear in the Promotion P&L view by setting up a KPI set, KPI definitions, sales org calendar settings, and each key account manager's assigned KPI subsets.
Determine the Promotion Categories Assigned to the Promotion: The system considers the Promotion Access Definition Policy of the sales org and the promotion’s anchor customer or anchor customer set to determine the promotions that a user can access.
Claim KPIs in Promotion P&L: Understand how claim values are read from the Claim Tactic Measure Result tables and shown in the Promotion P&L.
Grant Promotion Access to the User or User Group: Control who can view or edit a promotion through category access: Read on one associated category to view, and Read or Write on all of them to edit.
Log Out of Your Org: After deploying the reports, dashboards, and batches that you need, you can log out of your org.
Skip Product Resolution for a Sales Org: If you don't need product resolution during transfer for a specific sales org, skip it by creating the Skip_Transfer_Prodt_Resol_<salesOrg> system setting for that org with a value of true. The system then transfers promotions from that sales org without any tactic products.
Add Interactive Dashboards to Your Promotions: Add an interactive dashboard to a promotion’s edit page to see interactive visualizations of your promotion's displayed data and related records.
Promotion Filter Variables: Add promotion filter variables to your TPM Promotion Analytics Dashboard to view the data displayed on your page while you’re editing a promotion.
TPM Account Plan Filters: A KAM can adjust the data in the account plan view either by changing values for the existing filters or by adding new filters.
Configurations for Multiple Tactic Templates as Transfer-Relevant: Marking multiple tactic templates as transfer-relevant controls which template's tactics transfer to Retail Execution, unless you enable Allow_Multi_Template_Transfer to transfer from more than one.
Activate Flows: Activate a flow to synchronize the external ID values stored in the account records with those stored in the related account extension records.
Create a Bill of Material: Bundle products that are sold or stored together into a bill of material by adding a parent product's component parts, their quantities, and validity dates.
Edit Totals Derived From Past KPIs: If you enable editing for past KPIs and the edit mode is All or Total, remove the corresponding validation rule for the KPI definition object.
Update Cache Allocation: Set up Platform Cache and update cache allocation as necessary to avoid negative system performance.
Assemble Batches Before Deploying Metadata: Your downloaded metadata zip file contains batches that can’t be deployed with other metadata. To successfully deploy your metadata, remove the unnecessary batches from the zip file.
Change Process Orchestration For Push Promotions: Processes run during different times of the day. Change the process orchestration from batch processing to orchestration for the Push Promotion Process to ensure that the process, which is typically initiated during the day, gets completed faster.
Close a Promotion: Manually close promotions when no further changes, claims, or actuals are expected.
Generate Configuration Records: Run Execute Anonymous scripts in a sandbox or development org to generate starter account, promotion, and tactic templates, metadata wizard configurations, and Business Object API records for testing TPM.
Delete a Promotion: Delete a promotion for an account permanently with all references to products and tactics.
Deploy Reports: Deploy the CG managed package's report source code to your org to customize the out-of-the-box reports or add them to a dashboard.
Install Salesforce CLI: You need Salesforce CLI, which is a Salesforce DX tool, to deploy your source code.
Enable Downloads: Let your KAMs download data from your account plan P&L and customer business plan scenarios and share valuable insights across product hierarchy levels.
Enable Chatter: Chatter is a corporate network that enables users to work together, speak with each other, and share information, all in real time. You can add or remove Chatter features based on user requirement.
Enable Translation Workbench: Enable translation, add supported languages, and then allow translators to maintain translations directly through the workbench.
Ease Restrictions For New Business Years: To create a business year that spans from 360 to 380 days and can start on any day of the month, remove these restrictions on the business year and sales organization objects.
Add the Tenant Substrate Field: Add the Tenant Substrate field to Sales Organization Page Layout and then create a sales organization.
Increase Manual Inputs for Account Plans: By default, you can enter up to 5000 Manual Inputs for an account plan. However, if this limit isn’t sufficient, increase the limit for the manual input for account plans to 1,00,000.
Prevent a Promotion from Being Deleted: Configure the promotion lock status setting to specify which promotion phases block deletion. By default, Committed and For Approval promotions are locked.
Create a Multi-Level Promotion Plan: Create promotions at higher levels in the customer hierarchy and push them to customers at lower planning levels at one go.
Reactivate Custom Calendar After Cloning a Sandbox: When you create or refresh your sandbox without cloning the data, and if your sales organization has custom calendar and business years, then reactivate the custom calendar on Salesforce.
Copy Processing Services Data to a Sandbox: After you clone or refresh a sandbox, copy the CG Processing Services data when no operations occur in the source org. This practice ensures that your sandbox is a replica of the source org.
Schedule Server Processes: Run Apex batch classes from the Developer Console to process large-volume data changes, such as clearing unused attachments, transferring KPI sets, or running the TPM calculation chain.
Set Up Your Sales Org: Sales Org is a four-digit character field. Ensure that users have at least one configured sales org assigned to them.
Define a Unit of Measure for a Product: Define multiple units of measure, such as a sales unit and a consumer unit, for a product so you can plan a separate promotion for each unit.
Upgrade Your Package: Sometimes features aren't set up properly while upgrading the package. Manually perform these steps to ensure that all settings are correctly aligned.
Verify and Configure Metadata: After deploying the metadata, verify and configure the required metadata in your org. The configuration defines the behavior of your org.
Activate Approval Processes: Activate the approval processes that route claims and rate-based funding records for review. Clone the delivered process templates, and then activate the clones rather than the templates.
View Funds: During manual deployment, the system creates the Fund Three Column Lightning, Fund Three Column Lightning, and the Fund Default Two Column Lightning record pages for Funds.
View Claims: Manually assign the custom Lightning Record Page for the Claim, Fund, or Multi-Fund Transaction object to an app, record type, and profile using Lightning App Builder, since this assignment isn't packaged.
Create Other Versions of Trade Promotion Effectiveness: Create other versions of Trade Promotion Effectiveness app using Analytics Studio so that your team members can use the version that meets their needs. You can create as many versions as you need.
Embedded Dashboards: The Trade Promotion Effectiveness app includes dashboards that Salesforce administrators can embed in specific Lightning Experience pages.
Key Performance Indicators: The definitions and calculations of key metrics used in the Trade Promotion Effectiveness Analytics.
Account Participation & Competitor Insights Dashboard: Use this dashboard to analyze account engagement during promotional periods, review product placement compliance, and compare your brand's performance against competitors.
Volume Analysis Dashboard: Analyze the performance of products and various product levels in an account by comparing the actual and planned sales volume and revenue, to identify the areas that need attention.
Update Metadata Wizard: To ensure that the Brand field in the New Promotion page shows the picklist items, update the JSON structure of the NewPromotion metadata wizard record.
Agentforce for Trade Promotion Management: The KAM agent lets key account managers view promotion and account measures, and copy or update existing promotion records through conversational requests.
Assign Permissions: Assign admins the permission sets that they require to set up and use KAM Agent.
Anchor-Based Filtering: The accrual engine uses field values in the referenced anchor, such as Account, Product, and Anchor1-3, to filter which inputs are used to calculate accrual rules.
Automatically Closed Promotions: To automatically close promotions, schedule the Promotion Auto Close Batch process. This process runs for each sales organization and identifies promotions that are due for closure.
Turn On and Open Calculation Insights: Turn on the tool in Custom Settings, and open it from a page for a promotion P&L, an account plan, or a customer business plan.
Customer Business Plan Scenarios: When planning for the current or future financial years, create multiple scenarios for evaluation in your customer business plan (CBP). You can exclude promotions from a scenario and manually adjust editable KPIs in the CBP.
Activate a Scenario: Activating a scenario includes its promotions and LTAs in the CBP's active plan. Once a scenario is activated, the existing promotions and LTAs from the original active plan are not considered in the CBP's calculation, but are saved as a scenario.
Compare Scenarios: Compare KPIs from each scenario to determine which one is suitable. To compare scenarios, you create an RTR configuration.
Copy a Scenario: Create a scenario in your customer business plan (CBP) from an existing scenario’s promotion and KPI data.
Create a Scenario: Create a scenario in your customer business plan (CBP) from the promotion and KPI data of your active CBP. Exclude promotions from a scenario and observe the impact of KPI adjustments in the CBP.
Download a Scenario: Share key performance indicator (KPI) values for individual time periods and the total period of the customer business plan across product levels.
Claim Approval Process: The claim approval process controls when a claim gets approved and can be considered by other processes. Only approved claims are considered by other processes, such as pulling tactic-product payouts into the promotion P&L.
Claim Overspent Check Process: The claim overspent check prevents scenarios where the amount paid for a tactic surpasses the accrued amount. This validation helps make sure that claims don't exceed the amount earned through promotional activities.
Update Claim Template Page Layout: Add new accrual fields to the Claim Template page layout to enable accrual and overspend check configuration for claims.
Close a Promotion: Closing a promotion, manually or through a scheduled batch, finalizes accrual calculations, locks the promotion and its related records, and attaches a KPI Definitions snapshot to the record.
Accrual Engine: The accrual engine calculates the debt you owe for rebate, loyalty, and promotion or claim programs using configurable rules and tiered rate structures. It runs on Data Cloud and consumes Data Cloud credits.
Tier Types: The tier type and values defined for each tier decides how the engine calculates accruals. The output for the same volume can differ based on the tier type you select for the calculation.
Rule Types: You can calculate accruals using rules that you configure. The method you choose depends on your business scenario.
Review Your Sales Targets with TPM Account Plans: In TPM, you can see the aggregated KPI for a customer and product combination for a timeframe by using an account plan, which shows a profit and loss overview of an account.
Configure Add-Ons: Configure the add-ons available for Consumer Goods Trade Promotion Management: Dashboards, Reports, and Batches.
TPM Calculation Chain: TPM calculation chain is a flow of processes that runs all required off-core calculations in a preset order.
Condition Templates: Use condition templates to define customer conditions, product conditions, or customer-specific product conditions. The conditions can be saved for various combinations of products, customers, measure codes, and time frames.
Create a Customer Hierarchy: If your customer has multilevel buying groups or chains of retail outlets, create hierarchies that reflect the structure of these groups. Key account managers (KAMs) can plan promotions for the account that’s at the top of the hierarchy and can easily make the promotion available to all the other accounts in the hierarchy. KAMs can run promotions at an account level as well. Also, when you create a hierarchy, KAMs can view the account plans for individual accounts and also for the parent account that shows the aggregated values for all accounts in the hierarchy.
Main Objects in the Trade Promotion Management Data Model: Find the API names and descriptions of the main TPM objects, such as Advanced Promotions, Claims, Funds, and Tactics, that a Key Account Manager uses to budget, plan, and run promotions.
Track Your Spending with Fund Management: A fund holds a promotion budget, fixed or rate-based, for a customer, customer-category, or customer-brand combination. Finance managers allocate funds that key account managers spend and transfer between accounts.
Post Installation Steps: After you install the managed package, assign permission sets and then upload files to Salesforce.
Pre-Installation Tasks: Before you install the managed packages, enable Translation Workbench and Apex Approval Lock.
Master Data: Master Data includes data related to accounts, products, assortments, and users. Use Master Data to collect, aggregate, and distribute data consistently across business processes, such as promotions, tactics, funds, and claims.
Page Layout Changes for Product and Assortment: You can access advanced product and assortment by changing the page layouts for Product, Assortment, Assortment Product, and Store Assortment objects.
Product Hierarchy: TPM provides default product hierarchy levels that can be adjusted, but any changes that you make must adhere to the product constraints.
Considerations for Product Hierarchy: Before you make changes to the product hierarchy, consider the associated business processes for each hierarchy level.
Create and Organize Products for Promotions: Create and manage products in Salesforce, or use those imported from your ERP, and plan promotions for a full product hierarchy or a specific group.
Set Up Promotions: A promotion is a marketing and communication activity that boosts a product’s sales volume and revenue, and thereby helps enhance the brand’s long-term value.
Supported Languages: Trade Promotion Management uses two-character language codes instead of Salesforce's five-character locale codes. Use the mapping to find the correct locale file to upload from Static Resources.
Apex Sharing Rules: The system uses core APEX sharing rules to determine the promotions that are accessible by a user.
Read BOM Component Writeback Data into Customer Business Plans: Aggregate BOM component writeback values from promotions into their standard products within a Customer Business Plan, so you can see how bundles like display shippers or multipacks affect standard product performance.
Business Object API Transaction Log: The BO API Transaction Log object tracks the status of each promotion created, copied, or updated through an import, mass copy, mass update, or creation transaction.
Calculate Promotions: The system calculates promotions by using a nightly batch process (batch calculation).
Examples of Calculating Cumulative Values: You can configure the Account Plan grid to show the cumulative values of a calculated KPI and by turning on the Total Calculation Cumulative setting in the KPI definition.
Calculation Helper Functions In a Formula: In general, a formula for calculating a KPI can access only the parameters specified in the formula. However, a formula can access a calculation helper without specifying the helper as an input parameter.
Condition Search Algorithms: Trade Promotion Management uses condition search rules within a condition search group to determine conditions. The system uses different combinations of products, customers, and measure codes to determine and apply relevant conditions to account plan or promotions for the required time frame.
Condition Search for Collection Search Type: Understand the conditions returned for different combinations of account and product dimensions when the search type is set to Collection.
Condition Search for First Hit Search Type: Understand the conditions returned for different combinations of account and product dimensions when the search type is set to First_Hit.
Product Hierarchy Conditions: When a condition isn't defined at the product level, the KPI definition can look up values at higher levels of the product hierarchy, saving setup time and letting you set a flexible reference date.
Conditions: Conditions store details about the price of products.
BOM Scope for Editable KPIs: Understand how BOM scope of editable KPIs influences the distribution of manual inputs.
BOM Scope for Read KPIs: Here’s an example to explain how the BOM scope impacts the computations of read KPIs and uses these KPIs to compute values of a calculated KPI.
Rate-Based Funding Conditions: Rate-based funding (RBF) conditions can be created for promotion and account plan calculations. See the steps to create rate-based funding conditions.
Create and Organize Customers: Create a customer record for every retail store, chain, restaurant, wholesaler, or ecommerce entity you run TPM promotions with, then organize related customers into a hierarchy.
Distribution of Lump Sum Conditions: Lump sum conditions distribute a fixed value across the days in their timeframe using a per-day share, so overlapping conditions can be combined into subperiod values for a promotion.
Understanding How Edited KPI Values are Distributed: A KPI’s Distribution Order, Distribution Type (Time Hierarchy), and Distribution Type (Planning Hierarchy) fields determine how an editable or editable calculated KPI value is distributed in the Promotion Summary Sheet.
Dynamic Accrual Calculation: The dynamic or rate per unit method is ideal for promotions with variable costs, like per-case rebates or percentage-based discounts. It calculates the accrual by multiplying a rate that you define by an actual value, such as sales volume.
Example: Calculating KPIs of Subperiod Time Granularity: This example shows how a calculated or editable calculated KPI of time granularity subperiod is calculated when KPIs with time granularity period are included in the KPI formula.
Fields that Support Promotion Sharing: This table provides details on the back-end objects that store details about the products participating in a promotion and the user’s access rights on a product.
Fixed Funds: Set up fixed funds for a customer, customer-category, or customer-brand combination by creating a fund template and generating funds from it.
Fund Transactions: Use fund transactions to add money to your fund or transfer money from one fund to another.
Enable GCP: CG Cloud Processing Services now extends its support beyond Hyperforce to include hosting data on Google Cloud Platform (GCP). You must have the required Google Cloud Platform feature permissions to enable the GCP substrate.
Understanding How KPI Values are Calculated from Sub Accounts: Read measures, such as volume and cost, can be aggregated from lower levels and used in the P&L as one aggregated KPI. Understand how the system reads and calculates the data for the included sub accounts and shows the aggregated data at the KPI level.
Control KPI Distribution with Custom Settings: Use the Fix_EditableCalculatedDistribution and Fix_DistributionMetricZeroNullBehavior custom settings to control how the system distributes totals for editable and editable calculated KPIs across time periods.
Lump Sum Effective Date Accrual Calculation: The Lump Sum Effective Date method is perfect for fixed, one-time costs, such as slotting fees or display setup charges. It applies the entire fixed amount as a single accrual on a specific date you choose.
Lump Sum Equal Split Accrual Calculation: The Lump Sum Equal Split method evenly distributes a total fixed amount over a defined period. This is useful for costs that are incurred over the entire duration of a tactic, such as weekly advertising space.
Manage Your Products: You can add promotion products at the promotion level based on the Product Definition Level setting in the promotion template. When the Product Definition Level is set to Promotion, you can add products at the promotion level and exclude products at the tactic level on the Spend Planning card. You can't add products at the tactic level.
Permission Sets: Understand the permission sets that can be assigned to users.
Permission Sets for TPM Users: Use permissions sets to give users access to specific features and functions without altering the existing profiles of the users.
Promotion Edit Mode: Use Edit mode to plan a full promotion without having to stop and save every few minutes.
User Profiles: Profiles define how users access objects and data and determine the actions that the users can perform while using the app. Create and map specific user profiles during app installation.
Promotion Sharing: Promotion sharing is an add-on feature, provided outside the managed package, that uses Apex to control which promotion records and product categories users can access.
See the Promotion P&L View: The Promotion P&L view shows a promotion's KPI values by week and total, broken down by tactic, product group, and product, with rows for predicted, manually overridden, and effective values.
Promotion Templates: A promotion template defines the type of promotion a key account manager can create. A business admin builds the template before KAMs create promotions from it.
Rate-Based Funds: Rate-based funds (RBFs) generate funding for a customer based on planned volume or revenue, using a rate type such as currency per case, percent of revenue, or fixed distribution.
Sample KPI Set JSON: When a KPI set is changed, the system generates the configuration JSON and sends the JSON to the processing service to transport the details of the KPI set across the deployment stages.
View the Scenario Planning Card: Scenario planning lets key account managers define and compare multiple promotion scenarios, each with its own tactics and adjustment KPIs, and shows what each element of the Scenario Planning card does.
Settle Promotion Costs with Claims Management: After the tactics of a promotion are executed, retailers send payments requests (claims) as compensation for the expenses they incurred for executing the planned tactics. You can either manually create claim records or import these records from a third-party system.
Soft Limits: Consumer Goods Cloud Trade Promotion Management controls some of its processes by using limitations to ensure convenient response times.
Storage of Subperiod Values for Writeback KPIs: When Subperiod Writeback is enabled and a KPI's subperiod is set to Week Splits By Month, the system stores writeback KPI values in structures that support weekly split calculations at the product level.
Sub Accounts Cards: A promotion's sub accounts card, enabled through sub account planning, lists the account's sub accounts that are valid on the promotion date and lets you exclude one or adjust its volume share.
Tactic Funds: Tactic funds are funds that allocate money to a tactic. Tactic funds prepare key values that enable proper calculation, storage, and visibility of fund-specific metrics.
Tactic Product Conditions: Tactic product conditions capture KPI values for a tactic's products at the configured level, and can be created automatically by a nightly batch based on your condition settings.
Consumer Goods Cloud Trade Promotion Management Data Model: The Trade Promotion Management (TPM) data model is used to manage promotions, tactics, funds, and claims for customers and their products. You can use TPM to increase your market share or introduce new products to strengthen your brand.
Understanding How KPI Values are Calculated: Consumer Goods Cloud Trade Promotion Management (TPM) uses key performance indicators (KPIs) to measure performance at the promotion and account plan level.
User Permission Sets and Access: The system applies APEX sharing rules only when the user has the relevant permission or access to the promotion record to be shared.
View the Spend Planning Card: The Spend Planning card appears in the tactic's detail section and shows KPIs that help the key account manager (KAM) define the plan and follow up on the promotion's progress.
View the Volume Planning Card: Opened from a tactic card, the Volume Planning card shows KPIs a KAM can adjust in Edit mode to maximize promotion returns, staying in sync with the Promotion P&L view.
Trade Calendar View: The Trade Calendar view allows you to see events and promotions on a single screen and provides the key account manager (KAM) with a console to plan trade promotions. This calendar helps the KAM plan events or promotions, identify gaps and opportunities, and monitor execution.
Configure Accruals in TPM: If you’re using TPM accrual engine, configure Sales org, and promotion, tactic, and claim templates after setting up your org and enabling the accruals engine.
Create a Data Stream: Transfer data from the Consumer Goods Processing Service to Data 360 by configuring a data stream.
Create a Product Assortment Template: An assortment template is the blueprint to create assortment records. When you create an assortment by using an assortment template, the assortment is available only in the sales organization that the template is assigned to.
Planning Assortment List: Create a planning assortment list from an assortment template so that TPM can build a time-dependent account product list for the customer.
Create a Query Condition: Query conditions are the logic that determines the criteria for filtering records, and represents one of the conditions in the WHERE clause of an SOQL query.
Create a Query Definition: Query definition is the SOQL query, and is the parent record for the other query custom metadata type records. If you configured a dynamic data source for a multi-select picklist, use a query definition as an SOQL subquery.
Create a Query Validation: To perform user input validations and route the appropriate error messages to the specified component if the configured business rule is violated, create query validation.
Customize the Assortment Page: The Products grid of a product assortment shows the products included in the assortment. Based on your requirement, you can customize the grid—add columns, change the order of the columns, and configure search criterion.
Customize the Link Tactic Page: See examples of customizing the Link Tactic page with custom metadata types and the Filtered Tactic Selection Query definition.
Customize Your Lists: Use custom metadata types to customize columns, filters, and the logic to retrieve the data for lists.
Create Streaming Data Transforms: Use a streaming data transform to clean ingested data. The source and target data lake objects (DLO) must be different.
Derive Promotions: Derive a promotion to reuse a promotion to speed up the process of creating promotions. Deriving a promotion in Salesforce involves a structured process where the system automatically determines crucial dates and copies specific components from the source promotion.
Data Lake Object Structure: See the field structure of the Promotion Measures and Account Plan Measures data lake objects exported to Data 360, and how Data 360 matches data types when mapping to a DMO.
Configuration Layer: Use the data lake objects (DLOs) of this layer to define the rules for the accrual engine.
Input Layer: Prepare inputs for the accrual engine by using the data lake objects (DLOs) and fields of the layer.
Output Layer: The outputs of the accrual engine use these data lake object (DLO) and fields of this layer to show the calculated accrual values.
Downloading Claims Data: To use claim tactic KPIs such as payout amount, in third-party systems, use the Payment API to extract KPI values for each product and product level for every claim tactic. You can extract up to 60 KPIs per claim.
Edit Customer Business Plan Page: Show only the fields that key account managers (KAMs) want to see in the Promotions tab. If KAMs aren't using scenario planning, hide the Promotions tab from the Customer Business Plan page.
Enable the Accrual Engine: To enable the accrual engine, a Salesforce admin must activate it from the accruals setup page.
Enable KAM Agent: Turn on Trade Promotion Management Agents in Setup so that your org can use the Key Account Manager (KAM) agent.
Export a Report: You can download a report and view the report in an Excel sheet.
Export KPIs for Third-Party Systems: To use TPM data in downstream systems, such as Trade Promotion Effectiveness, or to store TPM data as backup in a data lake outside of CG Cloud Processing Service, export KPIs as CSV files.
Aggregate BOM Component Values to Standard Products in Promotions: Use the BOM Component Aggregation KPI definition type to aggregate sales and spend data directly from BOM components to their corresponding standard products for improved analysis and planning.
Create Compound KPIs: Group related editable calculated KPIs under a compound KPI so that updating any child KPI automatically recalculates the others, such as linking incremental volume, total volume, and uplift percentage.
Create a Custom Calendar: For better accuracy and consistency in financial reporting and analysis, create custom calendars with tailored weeks, months, or quarters.
Create KPI Definitions: Create KPI definitions, ensuring that each KPI is tailored to specific business needs and accurately reflects performance metrics.
Create KPI Maps: Use KPI maps to link a field in Salesforce with the KPIs stored in CG Cloud Processing Service. Store a KPI value in a promotion or a tactic object field by defining the mapping between the KPI definition and the field.
Create KPI Sets: Create a KPI set and add KPI definitions to the KPI set based on the object scope of the KPI.
Create Validation KPIs: Create validation rules for editable KPIs and editable calculated KPIs.
Calendars: Business years define the annual time frame for your sales organization. You can align your business year with the Gregorian calendar, or have business years range from 360 to 380 days and begin on any chosen day of the month.
KPI Definitions: Use KPI definitions to control how individual KPIs are displayed, aggregated, and calculated in the planning hierarchy, including how their totals are derived.
KPI Maps: KPI maps link Salesforce fields on promotions, tactics, and funds to the KPI values calculated and stored in CG Cloud Processing Service, so those values sync back to your records.
KPI Sets: A KPI set includes KPIs or measures that help evaluate promotions, account plans, funds, rate-based funding, claims, and reporting. Depending on the usage of a KPI, associate one or more KPIs with a KPI set.
Manually Initiate Sync: Manually sync or re-sync selected objects with CG Processing Service, or turn on continuous sync to run the process on a set schedule.
Sync Data with CG Cloud Processing Services: Use SF Data Sync to replicate changed sales org, product, customer, and template data from your Salesforce org to Consumer Goods Cloud Processing Services, as a batch, continuously, or on a schedule.
Schedule a Sync Process: You can schedule the sync process to occur once every 24 hours. If you don’t schedule a sync process, the system syncs data at midnight by default.
View Component Contributions with Debug Mode: When you view a promotion or a customer business plan (CBP), you can identify and analyze aggregated component values. Identify an Aggregation KPI with the info icon that appears next to any KPI that aggregates BOM component values.
Create a Weekday Share Profile: Create a weekday share profile (WDSP) to define the KPI distribution percentage or volume.
Weekday Share Profiles: A weekday share profile (WDSP) distributes KPIs, such as baseline volume, across the days of a week or subperiods, based on how promotions previously performed.
Fund Types: A fund can either be allocated for a customer or for a customer-product combination.
Set Up Trade Promotion Management: Use Trade Promotion Management (TPM) to plan, budget, present, and run promotions. TPM gives you a single view of all active promotions and provides tools for evaluating and refining your promotions to improve performance.
Global Product Lists: Depending on the KPI codes defined in the sales organization of an account, a global list is created for the account. After a product is added to the account’s global list, the product can’t be deleted from the list, unless the product list is deleted.
Growth - Retroactive: The engine calculated accruals based on units sold over the baseline and applies a retroactive-tier logic.
Growth - Stepped: The accruals are calculated based on units sold over the baseline and a stepped-tier logic is applied.
Guidelines for Rounding Within Period Rounding Type: Follow these guidelines when using the Rounding Within Period rounding type, which adjusts KPI values within a period so manual inputs in other periods aren't overridden.
Add a Field to Promotion: Before you add a filter to the Promotion Color filter of Trade Calender, add a field to the Promotion object.
Customize Phases for a Promotion: Customize the phases of a promotion by adding new values, modifying existing values, or deleting entries from the Phase picklist in the Promotion object.
Assign Colors for New Picklist Values: Assign a color to each new phase picklist value so it displays as the correct promotion bar color on the Trade Calendar.
Assign Colors for the New Field Values: After you add a field and its values, and define the color for picklist value sets, assign colors to each value of the field.
Change Color Using Promotion Templates: To change the color of the Gantt bars of Trade Calendar when the Promotion Type filter is selected, change the color defined in the related promotion template.
Change Color Using Phase Picklist: Customize the Phase picklist to change the Gantt bar colors that the Trade Calendar shows for each promotion phase.
Change Colors Using a New Promotion Field: Add a promotion field as an extra filter in the Trade Calendar Promotion Color filter. You can add up to three filters and show or hide them per sales org.
Add Promotion Color Filters: Add the new promotion field as a Promotion Color filter in Trade Calendar. You can add a filter for every sales org.
Change Color of Trade Calendar Promotion Bars: In Trade Calendar, you can change the color and transparency of the Gantt bars that represent promotions. To change color, either select a default option—Promotion Type or Phase—of the Promotion Color filter or add a value to the filter in Trade Calendar settings.
Create a Field to Store a KPI Value: Create a custom number field on an object such as Advanced Promotion, Tactic, or Rate-Based Funding, then map a KPI definition to it to store the KPI's value.
Include Accruals in Funds: Configure tactic templates to see the liabilities accrued in the Tactic Fund card of a promotion.
Gain Insight into P&L Calculations with Calculation Insights: Get full visibility into profit and loss (P&L) calculations across Trade Promotion Management (TPM). You can now view detailed calculation breakdowns for promotion, Customer Business Plan (CBP), account plan, claim, and rate-based funding (RBF) P&Ls.
Get Help for Salesforce Trade Promotion Management: Trade Promotion Management (TPM) helps you plan, execute, and measure promotions for retailers across the full promotion lifecycle, using an architecture that syncs data between Salesforce and a processing service for KPI calculations.
Trade Promotion Management Accrual Engine: Accrue and settle trade promotion liabilities as they're incurred, rather than when claims arrive, so expenses match the revenue and volume they generate in the same period.
Liability Accruals Objects and Fields: Review the data lake objects and fields for liability accruals, including the input-layer fields you populate and the output-layer fields the process returns.
Monitoring Push Promotions: The cgcloud__Promotion_Push_Status__c object records every executed push promotion. It gives administrators a real-time view of all promotions that are currently processing or are still in the queue.
Manage Users: To control a user’s access based on their roles and responsibilities, assign them the appropriate license, permission set license, and permission sets. And to restrict the accounts and products that a user can manage, create user settings.
Example of an Export to Data 360: See an example of how adding a measure code to your Data 360 export configuration resets the watermark and re-exports all data from the start date.
Import Data by Using MuleSoft Direct: Connect accounts, products, and hierarchies from ERP and other third-party systems to Consumer Goods Cloud through the prebuilt APIs in MuleSoft Direct, without leaving Salesforce.
Overspending Funds: If a customer fund doesn’t have enough money for an event, the key account manager (KAM) can overspend the fund. However, overspending is possible for an account only if an overspend percentage is defined in the Customer Extension of the account.
Get Started with Trade Promotion Management: Find links to get oriented to Trade Promotion Management (TPM), learn its core and advanced features, and prepare for your implementation.
Claim Adjustment: To revert a claim already processed by a third-party system, you can adjust a claim. For example, if a duplicate claim record exists, the claim is adjusted as Claim Reversal to make sure that the financial numbers are accurate.
Evaluating and Closing Claims: Evaluate and approve claims by validating costs and linked tactics, then cancel, adjust, or delete claims without disrupting Spend Planning and Promotion P&L data.
Combining and Linking Claims: Combine claims that share a planning anchor into a parent-child record, then link additional matching claims to that parent.
Create a Claim: Based on the Claim Adjustment Process Type in the claim template, claims are either created manually in TPM or imported from a third-party system. Typically, manual claims are credit memos or check requests and interfaced claims are deductions.
Creating Claims: Create claims using claim templates, which represent the claim type.
Adjust Claims: To revert a claim already processed by a third-party system, adjust the claim.
Combine Claims: To help resolvers, such as account managers, resolve claims at one go, combine claims.
Edit Tactic Payouts: After you receive the invoices from the retailers, it’s possible that the tactic payout that you initially calculated is different from the actual amount. Edit the tactic payouts to make sure that every tactic has the correct payout amount.
Link Claims: Link a claim to a valid parent claim with a matching planning anchor so calculations and resolution happen at the parent level.
Submit Claims for Approval: If you’re the owner of a claim record, you can submit the record for approval.
Claim Calculations: Trade Promotion Management considers three main aspects during claim-tactic calculations: the relevant period, the products that are valid during the relevant period, and manual input validation.
Permission Sets: Use permissions sets to give users access to specific features and functions without altering the existing profiles of the users.
Post Upgrade Steps: If you’re using the accrual engine with Trade Promotion Management starting Winter ’26, manually configure the page layouts for sales organization and promotion, tactic, and claim templates.
Consumer Goods Clouds Processing Service Preview: The new versions of Consumer Goods Cloud processing service (CGPS) align with the Salesforce release timelines, and are automatically available in sandbox.
Update Promotion Template Page Layout: Add accrual fields and a related list to the Promotion Template page layout to enable accruals and promotion closure configuration.
Set Up Read KPIs to Use Monthly Writeback Values: To make sure the Customer Business Plan (CBP) and Account Plan KPI grids read month-level values directly from the stored monthly writeback, configure a KPI system setting for Read KPIs with a monthly table.
Calculate Parent and Child Promotions: The system calculates the KPIs of child promotions based on the KPI configuration of the child promotion KPI set. After all the child promotions are calculated, the system calculates the parent promotion by aggregating the KPI values of child promotions.
Repush Promotions: While editing a parent promotion, if a user updates the parent promotion but forgets to push it, the system doesn't update the changes in the child promotion. To resolve this, the system automatically repushes promotions by triggering the push process again.
Soft Limits of Account Plan: Find the recommended soft limits for account plan-related configurations, such as the number of KPIs, planning products, claims, and manual inputs allowed per sales org per year.
Main Objects in Advanced Promotions: Find the API names and descriptions of the core objects, such as Account, Tactic, KPI, and Promotion Templates, that support Advanced Promotions in the TPM data model.
Frequently Asked Questions: Get answers to the most frequently asked questions about Trade Promotion Management.
Main Objects in Claims: Claims represent the value retailers expect as compensation for tactics. To facilitate clearing of the payments within Trade Promotion Management(TPM), Claims integrates with Accounts Receivable (A/R) and Accounts Payable (A/P).
Main Objects in Customer Master: Customer Master objects store information about customer hierarchies, contacts, users, roles, and relationships.
Main Objects in Funds: Funds are budgets allocated for promotional activities. Expand your account, market, or brand by using the objects of Funds to manage and transfer promotional budgets.
Main Objects in Product Assortment: Find the key objects, such as Account, Product Assortment, and Sales Org, used to create and maintain product assortments for stores.
Main Objects in Product Master: Product Master objects contain details of all sellable products, advertising material, and competitor products. Products in a promotion are defined through the product resolution using various product filter expressions.
Main Objects in Rate-Based Funding (RBF): Use the RBF objects to create flexible budgets and facilitate a fair-share distribution of the trade budget to retailers.
Main Objects of Tactics: Use the Tactics objects to run promotions. Tactics are the tasks in a promotion, such as displays, advertisements, consumer price reductions, and allowances.
Trade Promotion Management Permission Set Licenses: Permission set licenses enable users to access features that aren’t included in the users’ licenses. You can assign any number of permission set licenses to users.
Main Objects in User and Substitution: Use the User and Substitution objects to store and manage substitutes for unavailable sales reps. The substitute performs key tasks for the reps’ accounts for specific periods.
Core Business Object API Rule Definitions: Trade Promotion Management includes some methods that are used to create Business Object (BO) API Workflow Steps. These steps are used to create the output JSON that's used during BO API Transaction creation and mass-copy promotion.
Understanding How KPI Values are Determined Using KPI Maps: Understand how the system reads promotion, tactic, and tactic fund KPI field values from Consumer Goods (CG) Cloud Processing Services by using KPI maps. KPI maps link objects in Salesforce with KPIs stored in Processing Services.
Error and Exception Handling during Fund Auto-Determination: Review the errors and exceptions that can occur during fund auto-determination when you save or close Smart UI promotions with the anchor type set to Customer or Customer Product.
Soft Limits of Funds: Lists the soft limits for fund-related objects, such as the number of multi-fund transactions or KPIs allowed per fund, and whether each limit is enforced.
General Soft Limits: See the general soft limits for Consumer Goods Cloud Trade Promotion Management. These soft limits aren’t related to a particular business process, but are required to define the framework.
Limit Example: Promotion: Find example scenarios showing how the products, tactics, KPIs, and weeks soft limits for a promotion combine, and when slightly exceeding one limit is still supported.
Patch Releases: We release patches periodically. Check back here for information about every release.
Soft Limits of Claims: Promotions involve compensating retailers for promotion tactics. This compensation is reflected in TPM as claims linked to the associated tactic.
Soft Limits of Rate-Based Fundings: Rate-based fundings (RBFs) provide an alternative way to handle the management of trade budgets. RBFs ensure a fair distribution of the trade budget and better brand and category management.
Soft Limits of Real-Time Reporting: Find the soft limits for real-time reporting elements, such as scorecard columns and rows, FlatList size, report time frame, and export size.
Tactic Funds Card: The Tactic Funds card on a promotion tactic summarizes linked funds and their KPIs. Its visibility, customization, and refresh behavior depend on the promotion template and fund auto-determination settings.
Soft Limits of Trade Calendar: Review the soft limits that apply to the Trade Calendar, including the maximum customers, promotions, and months that you can select in a view.
Sandbox Testing Recommendations for Consumer Goods Processing Service in Summer ’25: With the changes introduced in Summer ’25, a few areas of the Consumer Goods Processing Service (CGPS) have changed. To make sure that these features work well in production, we recommend that you test them in your sandbox when the CGPS preview is available.
Key Functions and Elements of Trade Calendar View: See how the Trade Calendar view is organized, including the header bar, calendar bar, Gantt chart, legend, and launchpad, and what each area does.
Real-Time Reporting: Real-Time Reporting (RTR) builds fact-based account and promotion reports using the same KPIs and calculation rules as a P&L, giving live visibility during planning, execution, and post-event analysis.
Create a Account Report: Configure the reporting metadata, KPIs, and Lightning page components to build a real-time report that shows planned volume and other measures for an account.
Create a Report Metadata: Create an RTR Report Configuration record and enter a JSON configuration that defines the datasources, attributes, filters, and UI mapping used to filter, aggregate, and display report data.
KPIs for Real-Time Reports: When you plan to use a KPI in a real-time report (RTR), configure the KPI as a read, calculated, or editable (written back) KPIs.
Configure a Real-Time Report: Configure a real-time report by defining KPIs, report dimensions, and metadata, then build a Lightning page to display or embed it.
Examples: Create Reports: Create an account report, and then modify the JSON for that account report to quickly create other reports such as Promotion or Payment reports.
Create a Payment Report: Create a report that shows payment amounts, planned funds, and remaining liability for a tactic and product, and add payment or condition attributes to analyze outstanding versus expected payments.
Create a Promotion Report: To review the revenue or profit for a single promotion, create a promotion report. The promotion report shows detailed information and several aggregated total values in the scorecard.
Create a Promotion Tactic Report: Create a report that combines promotion and tactic KPIs with promotion and tactic attributes, so you can compare actual and planned costs and identify underperforming tactics to adjust.
Configure Report Dimension: For every sales org, you can define only one instance of a specific report dimension. For example, a sales organization can have only one product report dimension.
JSON for Report Dimension: You can define dimensions for a report, and each of these dimensions has a set of attributes. You can define each dimension only one time in a sales organization.
Embed Reports on Promotion Record Page: To see the impact of a promotion on an account plan, embed an account plan real-time report on the Promotion page. The report appears at the top of a promotion record and the KPIs can be filtered—for example, by the promotion record's account and year.
Account Category Report: You can use this JSON structure for configuring an Account Category report. This JSON contains the details to include a chart in the report.
Account Monthly Report: You can use this JSON structure for configuring an Account Monthly report. This JSON contains the details to include a chart in the report.
Account Weekly Report: You can use this JSON structure for configuring an Account Weekly report. This JSON contains the details to include a chart in the report.
Promotion Report: You can use this JSON structure for configuring a Promotion report.
Payment Report: Sample JSON metadata for configuring a payment report that includes additional Tactic Product Condition attributes at the tactic or product level.
Promotion Tactic Report: Sample JSON structure for configuring a Promotion Tactic report, listing the promotion, tactic, and product attributes and KPIs available in the report metadata configuration.
Properties of a Filter: Define the properties of a filter to determine the capability of the filter.
Fund Report: You can use this JSON structure for configuring a Fund report.
JSON for Report Metadata: Datasources, attributes, filters, and UIMapping are the components of the JSON structure of report metadata.
Create a Account Monthly View: In the Account report, the focus is on multiple KPIs for a single time range. To view data in months or weeks to compare the data for planned volume for the current and previous years, create a report to show time as columns.
Preconfigured Report Metadata: You can use preconfigured report metadata to create reports, however you must create the app page and include the report in TPM. To see KPIs of your org in a report, modify a preconfigured report metadata and replace its KPIs with your org’s KPIs.
Design KPIs: With appropriate KPI design, you can view real-time updates in real-time report without any KPI mappings or interfaces involved.
Reports for Custom Months and Quarters: If you set up custom months and quarters for your sales organization, you can create reports for custom weeks by default. However, you must update the report metadata JSON to view reports for the custom months and quarters.
Create a Report to Compare Volumes: See example report metadata JSON configurations that compare planned and prior-year volumes by category, including variations that add product hierarchy levels or quarterly and half-yearly time groupings.
Add Users to a Sales Organization: Add a user to a sales organization to grant access to its data, and set their working hours and days. Key Account Managers are typically assigned to one org, business admins to several.
Create a Business Year: Business years define the annual time level in your sales organization. Creating and activating business years in your sales organization is essential for using features such as customer business plans (CBP) and real-time reporting (RTR) in Consumer Goods Cloud.
Create a Sales Organization: Use a sales organization to segment your data according to geography, product division, or account team. For example, you can create a sales organization for each country that you do business in and define the details, such as currency, language, and products.
Extend a Custom Calendar: To use a custom calendar beyond the dates added during calendar creation, extend the calendar. Create the custom periods before extending the calendar.
Update Sales Organization Page Layout: Add the accruals fields to the Sales Organization page layout to enable accrual configuration at the sales org level. Create an Accrual Settings section for better visibility.
Manage Multiple Markets: Use sales organizations to segment data, business processes, and configurations by market, such as by geography or account team, without creating separate Salesforce orgs.
Schedule Server Processes: To fulfill business processes, run the batch server processes available with the Trade Promotion Management package. These server processes manage recalculations for updates in interfaced data and require that the master data be loaded into the system. When you schedule the TPM Calculation chain, the server process runs Promotion Reorganization—cleaning up deleted or inactive promotions, Promotion Calculation, Account Product List, and Account Plan Add-Ons.
Turn On Picklist Search in Promotion Wizards: Find values quickly in promotion wizards by enabling picklist search. Search is off by default, but you can turn it on for specific picklists, including standard fields and custom attributes.
Set Up Your Org: Your org must have the necessary licenses, and both Data 360 and Trade Promotion Management must be set up and available.
Set Up Accrual Engine: Set up your org and enable accrual engine. If you’re not using the engine with the Trade Promotion Management (TPM) solution, customize the scheduling because you can’t use the TPM Accruals Data Kit.
Set Up Global Product Lists: Configure a sales organization to ensure that when the AccountProductListWorker batch process runs, the system creates a global product list for the account in the sales organization.
Create Reports: Create reports to see the output of the accrual engine.
Create the Retrieve Account Measures Action: Create a custom agent action so the KAM Agent can retrieve account performance measures, filtered by business year and products.
Create the Get Business Year Timeframe Action: Create a custom action that returns the start and end dates for a business year. This action helps the agent filter data within the right timeframe.
Create the Get Products Action: Create a custom action that gets product records. The agent can filter information by products or product levels.
Create the Retrieve Promotion Measures Action: Create a custom action that gets all measures for a promotion across its products. This lets the agent give performance data for a promotion.
Create the Retrieve Promotions Measures Action: Create a custom action that gets all measures for promotions associated with a specific account. This action allows the agent to filter data based on products, product levels, and other criteria to answer user questions about promotion performance.
Create the Read Promotions Available Measures Action: Create a custom action that returns a list of all measures for promotions. The agent uses this list to know which measures it can request when analyzing promotions.
Create the Read User Sales Organization Action: Create a custom action that helps the agent identify the user's sales organization. This information gives the TPM agent context to get the right data.
Create the Validate TPM Account Action: Create a custom action that validates if the user has access for a specific Trade Promotion Management (TPM) account. This action makes sure the agent only works on authorized records.
Add a Fund to a Tactic: Manually link one or more funds to a tactic using the Tactic Funds card, when fund auto-determination is disabled for your sales org.
Use Filters to Add Products: The product filters that appear in the promotion depend on the sales org that you selected in the promotion template.
Customize the Product Grid: Based on your requirement, you can customize the product grid—add columns, change the order of the columns, and configure search criterion.
Assign a Parent to a Customer: Manually assign a parent customer to a customer, and set how long the relationship is valid, to build your customer hierarchy.
Assign a Parent to a Product: Assign a parent to a product or product group node to build the product hierarchy, and set the time period the relationship is valid for.
Update Product Levels: You can change the labels in the product level picklist, which is used when you create or edit a product or product group.
Add Product Conditions: Add a product condition from a condition template to set a product's price type, price list, and value for order value calculations, with a defined validity period.
Assign a Product Manager to a Product: A product manager can plan and run promotions for their accounts and products. When filtering products on the trade calendar, a product manager sees only the products and customers that are assigned to them.
Create Condition Templates: Create condition templates that define the behavior of conditions with reference to customers, products, or both. Depending on the reference, you can create customer conditions, product conditions, or customer-specific product conditions.
Create a Customer: When you create a customer by using a customer template, they inherit the metadata of the sales organization associated that’s with the template.
Create a Customer Set: Make administration easy by grouping customers into customer sets. For example, to associate a promotion with a large number of customers, create a customer set, and then assign the promotion to the set.
Create Customer Templates: A customer template is the blueprint to create customer records. A customer template has reference to a sales organization, and therefore contains the metadata that defines the specifics of a process for the sales organization.
Create a Product Template: Create a product template to control which sales organization can use a product or product group, and whether entering a price is required.
Create a Product: Create a product or product group, assign its level to place it correctly in the product hierarchy, and provide the details needed for filtering, fund allocation, and promotion planning.
Create User Settings: Create a user setting to control which customers and product categories an individual user can view or edit, and at what access level.
Create Account-Specific Product Lists: An account-specific product list, either global or time-dependent with up to 1,000 products, limits an account plan or customer business plan to only the products relevant to that account.
Assign a Fund Template to a Tactic Template: View the list of all fund templates that are assigned to a tactic template from the Fund Templates related list. When adding a record or editing an existing record, you can configure one of the assigned templates as the default fund template.
Assign a Promotion Template to a Tactic Template: The Promotion Templates related list shows the list of promotion templates that are assigned to the tactic template. To create tactics while creating promotions by using a promotion template, you can use only those tactic templates that are assigned to a promotion template.
Assign a Tactic Template to a Promotion Template: The Tactic Templates related list shows the list of tactic templates that are assigned to a promotion template. To create tactics while creating promotions using the promotion template, you can use only the tactic templates that are assigned to a promotion template.
Create and Assign the Custom Permission Set for Custom Fields: Create a permission set that grants the Promotion Calculation Batch user access to custom fields used in your promotions, required when push promotions run entirely in CG Processing Services.
Grant Agent Access to a User: To let users interact with the KAM Agent, add the agent to a new or existing permission set.
Map the Hierarchy Levels to the Criterion Information Fields: Map the hierarchy levels to the criterion fields in the product or product group, or to a custom unmanaged field if additional levels are added. For example, you can insert a new level between Sub-Category and Brand, and store the product value in Criterion_6_Product__c.
Configure Your Batch Processes: You can specify the custom settings that control the automatic scheduling of batch processes.
Copy a Promotion: Copy an existing promotion to quickly create a new one, carrying over the components defined in the promotion hierarchy, such as manually adjusted period data.
Create a Fund: Use a fund template to create a fund. Depending on whether a template is anchored to customer or customer products, create the associated fund for a customer or a customer-product combination.
Create a Fund Template: Fund templates determine whether the funds are anchored to a customer or customer-product combination.
Create a Fund Transaction Template: A fund transaction template determines the transaction type of the funds that are created by using the template.
Create a Promotion: Create a promotion from an active promotion template, or from the Trade Calendar, and add tactics to populate its promoted products and pricing details.
Create a Tactic Template: You can create a tactic template by cloning an existing tactic template.
TPM Agent Actions: An agent uses a large language model to choose its actions. Configure the inputs and outputs of each action to control the information it uses and returns.
Agent Topics: An agent topic groups the related tasks that an agent can handle. Test and refine a topic with a preview conversation in Agentforce Builder.
Create a Rate-Based Fund Template: A rate-based fund (RBF) template is the blueprint to create a rate-based fund, and determines the fund type of the associated RBF.
Create the Business Object API Entity: Use the Business Object API Entity to hold the entity definitions for the Business Object APIs that are used in workflows and in input and output entities.
Create Business Object API Workflow Steps: Create a Business Object API Workflow Step record to specify the Apex class, method, and other details that the Promotion API uses to transform incoming data.
Create Business Object API Workflows: Create a Business Object (BO) API Workflow record to define the steps applied to an object or sales org, such as transforming promotion JSON into the BO structure.
Create a Rate-Based Fund: A rate-based fund (RBF) is a flexible amount that is allocated to an account based on the volume or revenue planned for the customer.
Create Subaccounts: Create a subaccount and allocate the percentage of an account's promotion volume it's responsible for, so you can track performance below the account level.
Create Business Object APIs: Use the Business Object API to hold the header information for Business Object APIs for sales orgs.
Define Your Trade Calendar View: When you access Trade Calendar for the first time, the system prompts you to define a view. You can either edit the filters included in the view or create views to adjust the data that the Trade Calendar view shows.
Derive a Promotion: You can derive only committed promotions. Child promotions that are derived from a promotion contain a parent link to the promotion from which they were derived.
Distribute a Rate-Based Fund: Distribute a rate-based fund from the top of a customer hierarchy to create matching funds and copy rates to every account beneath it, instead of creating one RBF per customer.
Download Promotion Data: You can download promotion data if your admin enables the Download button for promotions.
Enable Account Teams: Multiple managers can access account teams and edit an account and the account data. To collaborate better on accounts, Account Teams can define a role for each team member, set record-level access individually, and view teams in list views and reports.
Enable Promotion Data Download: Key account managers can download promotion data as CSV files when you add the Download button in the Promotion P&L grid.
Enable Copying Manual Inputs: Select Copy Manual Input on a tactic template so manual inputs, which aren't copied by default, are included when tactics that use the template are duplicated.
Enable Dynamic Streaming Channels: To ensure events and push notifications reach the client app when the events occur, enable the creation of dynamic streaming channels. When creating a Sandbox, these channels aren’t created by default.
Enable Push Promotions to Run Entirely in CG Processing Services: You can isolate push promotions from other Apex batch processes by running them in a dedicated process in Consumer Goods Cloud Processing Services. You can schedule to push parent promotions with up to 10,000 child promotions at a time.
Freeze or Unfreeze Promotions: Freeze a promotion to lock in its dynamically resolved product list before a cutoff date, or unfreeze it to resume automatic updates as master data changes.
Fund Auto-Determination: You can automate the process of assigning funds to tactics via fund auto-determination. Fund auto-determination provides more accurate results, reduces the human effort and time involved, improves the user experience, and makes the process less error-prone.
List View Controls: Create, copy, rename, or delete a Trade Calendar list view, and edit its filters, using the List View Controls icon.
Override a Distributed Rate-Based Fund: If the rate-based fund (RBF) rates for an account within a customer hierarchy differ from the other accounts in the hierarchy, you can override the rate. Overriding the RBF rate is possible only if the Manual Override check box is selected for the parent RBF.
Mass Copy Promotions: Mass copy promotions to reduce the effort and time involved, minimize errors, and increase the efficiency and accuracy of the planning process.
Multi-Level Promotion Planning (MLPP): Use multi-level promotion planning (MLPP) to create promotions at higher levels in the customer hierarchy and push them, at once, to planning customers.
Push a National Promotion: Push a promotion anchored to a customer or customer set at a higher hierarchy level down to eligible customers at lower planning levels, creating or syncing a child promotion for each.
Schedule Your Batch Processes: Schedule batch processes such as Promotion Loader and Customer Segmentation for a sales org by configuring the Batch Process Configuration custom setting once for each worker.
Schedule an Apex Class: Run batch processes to perform various actions. Before you run the processes, ensure that you load the master data.
Create the TPM BOAPI Promotion Topic: Create an agent topic so the KAM Agent can create, update, copy, or derive promotion records using the promotion BO API workflow action.
Create the TPM Measures Account Topic: Create an agent topic that handles user requests for Trade Promotion Management (TPM) measures for accounts. The agent can answer questions about account key performance indicators (KPIs).
Create the TPM Measures Promotion Topic: Create an agent topic so the KAM Agent can look up and summarize performance measures for a single promotion by name or slogan.
Create the TPM Measures Promotions Topic: Create an agent topic that handles user requests to find, compare, or rank promotions. It uses performance measures for promotions of an account.
Translate Promotion Breadcrumbs for Building Blocks: Translate promotion breadcrumbs for building blocks to show building blocks that don’t have the word Promotion in the label. You can translate the labels in the breadcrumbs in Promotion Detail and Promotion P&L.
Update Sharing Settings: Update the sharing settings to enhance security and grant object access only to relevant users.
Update the Product Filter Cache: To manually trigger a web service request from the promotion template page to refresh the product filter, your system admin can update the product filter cache.
View Tactic Product Conditions: View the tactic product conditions that the system generates for a tactic's configured products, including any time constraints applied during calculation.
Tiered - Retroactive: The engine calculates the accrual value for the entire volume referencing the value of the highest tier achieved. Only one output is generated per day.
Tiered - Stepped: In a stepped tier, the accrual rate increases as cumulative volume crosses tier thresholds, producing multiple output records per day when a boundary is crossed.
Time-Dependent Product Lists: A time-dependent product list contains products that are relevant for an account for a specific period. For example, if you plan to run a promotion for a product only for a specific period for an account, add the product to a time-dependent product list.
TPE Analytics DMOs, Parameters, and Calculated Measures: Use this reference when you configure Data Cloud mappings, validate KPI values, or plan a semantic model extension. This topic lists only the artifacts that are unique to the Trade Promotion Effectiveness Analytics semantic data model such as data model objects, KPI parameters, and KPI calculated measures.
Trade Promotion Effectiveness Analytics with Tableau Next: Trade Promotion Effectiveness Analytics with Tableau Next uses a unified semantic data model in Data 360 to compare planned versus actual promotion KPIs, helping Key Account Managers, Finance, and Sales optimize future promotion planning.
Promotion Analysis Dashboard: Analyze promotion-level performance to identify the top and bottom-performing promotions, products, and product categories. Use these insights to develop effective promotions during planning and track progress during execution.
Trade Promotion Effectiveness Semantic Data Model: The Trade Promotion Effectiveness (TPE) Analytics app installs a semantic data model (SDM) on top of the Customer 360 (C360) base model. The SDM uses Consumer Goods-specific Data Model Objects (DMOs) and adds calculated measures that help you dynamically analyze trade promotion performance. The model powers the Promotion Analysis and Tactic Analysis dashboards.
Extend the TPE Analytics Semantic Data Model: To add a KPI that isn't in the included selector lists, add your own parameter and calculated measure directly to the Extended_Trade_Promotion_Management_Analytics model. Salesforce doesn't upgrade this model on app releases, so your additions are preserved. Then clone the included Promotion Analysis or Tactic Analysis dashboard and bind your new parameter to a selector and your calculated measure to a chart. Don't modify the included dashboards, clone them and modify the clone.
Set Up Trade Promotion Effectiveness Analytics: Install the Trade Promotion Management Analytics app, a Tableau Next Intelligent app, to get prebuilt analytics, insights, and dashboards for promotion effectiveness analysis.
Tactic Analysis Dashboard: Analyze tactic-level performance across multiple promotions to identify the most effective tactic types. Use these insights to compare spend effectiveness and optimize tactic selection for future promotions.
TPM Trade Planning Component Configuration and Customization: Use the TPM Trade Planning component to tailor the Trade Calendar and Account Plan pages. It’s available as part of the Trade Promotion Management (TPM) managed package. Add the TPM Trade Planning component to a Lightning page and configure it with no code, or wrap its exposed Lightning web component to customize it with code.
Edit and Access Rights for Toolbar Buttons: Show, hide, or disable toolbar buttons in the TPM Trade Planning Lightning web component (LWC) by reading and overriding their edit and access rights (EAR) codes. An EAR override can't enable a button that the component disables for other reasons, such as missing promotion create access.
Events for Listening to Page State: Respond to state changes in the TPM Trade Planning Lightning web component (LWC), such as status, view, filter, and grid updates, by binding handlers to the change events that it dispatches.
Page-State API for Reading and Writing Properties: For advanced cases, read or write reactive properties on the active business object in the TPM Trade Planning Lightning web component (LWC) with getProperty() and setProperty().
Slots for Custom Toolbar and Header Content: Customize toolbar buttons and header elements in the TPM Trade Planning Lightning web component (LWC) by placing your own content in its named slots.
Trigger Exports: You can trigger the export by making an Apex call.
Troubleshoot the Configuration: Check the possible causes and resolutions if the BOM component aggregation KPI wasn't detected when you updated the configuration.
Troubleshoot Processes: Troubleshoot errors and fix issues that prevent your business processes from completing.
Post Upgrade Steps for Trade Promotion Management Winter ’24: Customers upgrading to Trade Promotion Management Winter ’24 or later must follow these steps to be able to compare scenarios in a customer business plan and to add product attribute dimension meta data in real-time reporting.
Post Upgrade Steps for Trade Promotion Management Spring ’24: Customers upgrading to Trade Promotion Management Spring ’24 or later must follow additional steps to be able to use these new enhancements added to Trade Promotion Management Spring ’24.
User Profiles: Profiles define how users access objects and data and determine the actions that the users can perform while using the app. Create and map specific user profiles during app installation.
User Personas: Consider the functions of the users in your Salesforce org and the permissions they need. Plan your hierarchy, identify your initial groups of users, and then set them up in your org.
View Aggregated BOM Component Values: To view the aggregated BOM component volumes and direct sales for standard products, review the customer business plan.
Trade Calendar and Account Plan Views: Configure which promotion phases appear in the trade calendar and account plan views for each sales organization, and set product selection options such as static or dynamic products per sales org.
Transaction Management Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of transaction management concepts and helps them navigate the Transaction Management landscape.
Import CSV Data into Multiple Salesforce Objects Simultaneously: Use the advanced CSV data import feature to import data into multiple Salesforce objects in a single process. Perform complex data transformations on the CSV file, and then import the transformed data into one or more Salesforce objects. You can insert, update, or upsert data into Salesforce objects.
Translate Picklist Values: Manage the translation of picklist values by using the picklist repository to make sure that all languages are covered. The CSV files contain picklist translations and can be used to import the languages that are defined in the sales organization setup.
Action Plans and Service Processes: Action Plans provide predefined tasks, deadlines, and owners for Unified Catalog service processes. When an action plan template is linked to a service process, the configured action plan generates the work required to resolve or fulfill a request.
Activate Your Service Process: Review and activate a service process to make it available to requestors through configured channels.
Agentforce for Unified Catalog: Build trusted, intelligent AI agents for your business with Agentforce. Bring your agentic workflows to life with Agentforce assets that are provided with Agentforce for Unified Catalog.
Assign Permission Sets to Users: Assigning the appropriate permissions is a fundamental setup step for Unified Catalog. These permissions control access and capabilities for various users, making sure that service designers, reps, and external requestors only have the necessary functions to manage and use catalog items and service processes.
Associate Context Definitions with Unified Catalog: Associate active context definitions with Unified Catalog to make their predefined attributes available when you build service processes for Case, Incident, or Service Request. If a flow sends custom context data to an invocable action, configure Apex-defined resources in Flow Builder.
Billing Considerations for Agentforce for Unified Catalog: Agentforce for Unified Catalog actions use Flex Credits to call generative AI. Use of Agentforce for Unified Catalog impacts the consumption of credits used for billing in the Standard Action usage type.
Check Product Eligibility with Agentforce: The Check Product Eligibility Agentforce action verifies whether accounts, contacts, and users are eligible for products associated with service processes. The action uses a predefined criteria to assess requestor eligibility. The built-in checks make sure that you offer the right products to the right audience without any human intervention.
Configure Process Attributes and Products: Define the information that a service process collects from requestors and the products available for selection. Organize attributes and product collections on pages in the request intake form.
Configure Request Fulfillment: Associate a flow with a service process to automate work after a Case, Incident, or Service Request record is created.
Context Definitions for Unified Catalog: Use context definitions to collect data for objects other than the primary process type: Case, Incident, or Service Request. Context definitions make detailed information available for fulfillment and reporting on the appropriate related records.
Unified Catalog Process Types: Case, Incident, and Service Request: Case, Incident, and Service Request provide distinct process type objects for tracking and managing interactions in Unified Catalog. The appropriate process type depends on the requestor’s intent and the work required to resolve or fulfill the interaction.
Create a Service Process in Unified Catalog: Create a service process to collect request information and initiate work for a Case, Incident, or Service Request. The process type determines how Unified Catalog tracks the interaction, and the configured routing, fulfillment, and service-level agreement settings determine how teams process the request.
Associate an Agent Action with a Service Process: Add an existing agent action to a service process or create an action for submitting a service catalog request through Agentforce. At runtime, the action creates a Case, Incident, or Service Request record based on the process type configured for the service process.
Manage Knowledge Articles for Service Requests: Create and publish a knowledge article from a Service Request record, or link an existing article to the record. Service reps use linked articles while working on the request.
Create Service Catalog Requests Using the Create Catalog Request Event Action: Build a screen flow that collects request information and submits a service catalog request with the generic Create Catalog Request Event action. Use this action for a custom intake form that assembles the service process definition request in the flow.
Custom Context Definitions for Request Intake Forms: Custom context definitions support objects, relationships, and fields that aren’t available in the existing context definition and mappings for a request intake form. Their mappings determine which context attributes appear on request records.
Configure Advanced Service Process Options: Run business logic before creating a process type record with a preprocessor, or connect service process automation to an external endpoint with an integration definition.
Example Flow to Create and Update Service Catalog Requests: Design a screen flow that creates service catalog requests and updates existing requests from supported record pages. The flow retrieves existing service process details, controls which attributes a user can update, submits the request, and returns the result to the record page.
Example Omniscript to Update Service Catalog Requests: Configure an existing service catalog request intake Omniscript to retrieve an existing request, prefill its attribute values, control which attributes a user can edit, submit the changes, and display the result.
Add an Action Plan to a Unified Catalog Record: Create an action plan from a template on an existing Case, Incident, or Service Request record. The action plan provides the assigned team with predefined tasks and deadlines for resolving or fulfilling the request.
Install Service Process Templates: Start with predefined service processes by reviewing, configuring, and installing templates individually or in bulk.
Add Knowledge Articles to a Service Process: Add existing knowledge articles to a service process so that requestors can review relevant information during request intake before submitting a service catalog request.
Map Status Code Values: Keep automation and system fields synchronized with the status values that users see by mapping the related Service Request fields.
Permissions for Community Users: Users with the community user profiles can access the Unified Catalog app at runtime to find, manage, and reuse catalog items.
Service Process Builder Components: Understand the components that define how a service process collects request information, presents products, controls access, and manages fulfillment.
Service Process Agent Action Considerations and Limitations: Review the supported service process attributes, generated flow behavior, and requestor experience before creating an agent action for a service process. Agent actions don’t support list-of-maps attributes, context variables, picklist values as a distinct data type, or service processes that include product selections.
Service Process Templates: Start with predefined service processes and their associated data, metadata, and dependencies instead of building them from scratch.
Set Up Service Process Launch Management: Add the Agentforce Service Process Launch Management subagent to an Agentforce Employee Agent, and then configure service process matching, site access, user access, and usage tracking. In some interfaces, Service Process Launch Management is called Product Launch Management.
Use Unified Catalog on LWR Sites: Add the Unified Catalog component to your Lightning Web Runtime (LWR) Experience Cloud sites to provide self-service catalog experiences.
Unified Catalog Setup: Prepare Unified Catalog for admins, service designers, service reps, and requestors. Review access requirements, assign permissions, understand the data model, and configure the catalog experience for your users.
What Happens After You Activate a Service Process: An active service process is available to requestors through its configured channels. At runtime, the service process collects request information, creates a process type record, supports editing during specified fulfillment statuses, and runs the associated automation.
UI Controls: A UI control is any interface component displayed to the user that includes a range from simple labels to complex map or camera controls. UI controls define related elements such as touch events for buttons or text change events for text fields.
Add Wallet Components to Record Pages: Configure record layouts in Experience Cloud to show wallet balances, usage, and entitlement data for your customers.
Anchor Product Drawdowns: An anchor product is the base purchase, such as a basic mobile plan that offers 4,000 text messages. When this anchor product is sold, the initial entitlement of 4,000 text messages is granted and is placed into a child bucket.
Buckets and Drawdowns: A bucket acts as a digital wallet that holds a customer's available grants or entitlements. Consumption Management creates usage entitlement buckets after the product is sold and assetized. When usage summaries are created, Consumption Management performs a drawdown to deduct the consumed units from these buckets. If the usage exceeds the available bucket balance, the remaining quantity is accounted as overage.
Consumption Management Lifecycle: Consumption management lifecycle is the structured process that tracks, monitors, and processes consumption data for consumption-based products and services. The process also manages grants and entitlements that help your users understand how the drawdowns take place for each usage resource and identify the overages.
Commitment Product Drawdowns: In a commitment product, the customer commits to consuming a specific quantity, token amount, or monetary spend in exchange for discounted rates. Commitments are applied by associating the commitment product with an anchor product.
Communicate the Decision: The clinical professionals and supporting specialists communicate decisions to the patient or member and their medical providers.
Configure a Usage-Based Product with Guided Workflow: Follow the guided workflow to create the related records required for your usage-based product. These records complete the product setup so that you can start selling quickly.
Configure Usage Management Records Manually: Use manual configuration when your setup requires direct control over individual records or involves product types that the guided workflow doesn't support.
Usage Product Validator Considerations: The validator checks only the records that are effective and active. Before you use this feature, understand the validation rules, warning thresholds, and the different types of logic that the validator applies.
Manage Consumption for Usage-Based Products: Track and manage consumption data, rate consumption accurately, and generate invoice-ready summaries for billing. Consumption management provides standard flows that you can schedule to run. You can also create usage and ratable summaries as needed. The ad hoc summary generation helps account executives generate reports to forecast consumption of a resource or resolve customer disputes.
Consumption Management Flows: To process consumption data and generate invoice-ready summaries, the consumption management process uses schedule-triggered flows.
Consumption Proration Calculations: Proration is used to ensure that customers are only billed or granted resources for the fraction of a billing period that a product was active. Consumption Management uses a proration engine that performs the calculation and provides accurate billing.
Create a Product Usage Resource: Associate existing usage resources with products, with a limit of one token resource per product.
Create a Usage Commitment Asset Related Object: Apply discounted rates and additional grants available for the commitment product to the resources consumed by an anchor product. To provide these benefits, link the commitment product to the anchor product.
Create a Product Usage Resource Policy: Define the policies that apply when a usage resource is associated with a sellable product. After the product is sold, these rules automatically apply to the resource. The policies you select here override the policies defined in the individual usage resource policy record.
Create Rating Frequency Policy: The rating frequency policy defines how often the rating for a sellable product and a usage resource is computed.
Create a Unit of Measure Class: Unit of measure class defines the groupings of units of measure (UOM). For example, the Currency unit of measure class groups various currencies, such as euros, dollars, and rupees.
Create Units of Measure: A unit of measure quantifies the consumption of a usage resource. You can define units of measure to support a wide range of usage resources. For example, a unit of measure can be time-based, volume-based, transaction-based, or count-based.
Create Usage Grant Refresh Policy: Define whether the grants provided with the usage resource can be refreshed and the frequency of the grant refresh.
Create Usage Grant Rollover Policy: Each grant provided with the product has a validity period. Usage grant rollover policies define whether the usage resource’s grants expire or can be rolled over after the initial validity period is completed.
Create a Usage Overage Policy: Define the set of rules that determine how units consumed beyond the granted limit are managed for a usage resource.
Create a Usage Resource: Usage resource is an entitlement or service that you grant your customers along with a product that you sell. Before you define rates and rate adjustments for usage resources, create usage resources for your products.
Create a Usage Resource Policy: Define the policies applicable to a usage resource, regardless of whether it's associated with a sellable product.
Create a Product Usage Grant: Define the details of a grant associated with a resource, product, or service, such as the granted quantity, renewal and rollover policy, and the grant's validity period.
Begin Using Usage Management: Turn on Usage Management to efficiently set up, track and manage consumption-based products. Customize the experience of using Usage Management for all users using permission sets to give them precise access to what they need.
Enable Usage Management: Give your users access to the Usage Management objects and features.
Gather Medical Information: When a request is received for a plan member, clinical professionals and support staff gather and review the member's medical information from the provider. Health Cloud puts all the information in one convenient place for you to work with.
Consumption Management Records: Usage Management creates certain object records that the Consumption Management process uses to track and manage the grant consumption. You can use these records to view and understand how the process manages the provided grants.
Manage Consumption-Related Summaries: While the consumption management process automatically generates and updates consumption-related summaries, you can also generate them manually. Generate and view ad hoc summaries to support customer investigations or audits.
Determine Medical Necessity: Review the drugs, devices, procedures, treatment plans, or other therapies and decide whether each is essential for addressing the patient or member's condition.
Pack Product Drawdowns: Pack products are add-ons purchases that supplement an existing anchor product, such as adding a temporary international roaming pack or extra data.
Set Up Wallet View for Experience Cloud: Give your customers a way to independently track their balances, usage, and entitlements. To set up the wallet interface, configure the required Experience Cloud security settings and add the Wallet view to your site’s navigation menu. This feature is available to users with Customer Community or Partner Community licenses.
Set Up Navigation for Wallets: By using the Billing self-service portal, configure the navigation menu to include the Wallets page.
Consumption Management Lifecycle Statuses: The successful processing of consumption data involves status changes across the interlinked summaries—Usage Summary, Usage Ratable Summary, and Liable Summary. The entire flow, from raw usage data in the transaction journal to the calculation of net unit rates and the creation of invoice-ready data, is managed through these coordinated summaries.
Token Commitment Drawdowns: The consumption process for token commitments uses a two-step rating procedure. The process in the first step converts usage to tokens, and then in the second step, tokens to currency.
Token Commitment Drawdown Use Cases: The relationship between commitments and anchors, and how their consumption is processed varies depending on the binding target and the number of active products.
Track Usage Components with Unified Usage Dashboard: After an order is activated, assetized, and entitlements are granted, you can use the dashboard to track wallet balances, monitor overages, and verify applicable rates.
Manage and Track Usage-Based Products in Revenue Management: With a consumption-based product, a customer pays based on usage rather than a fixed subscription or upfront fee. Usage Management provides a comprehensive solution to define, rate, sell, track, and bill consumption-based products.
Usage Management Limits: Before you plan and set up usage management, sell consumption-based products, or process their consumption, review the supported limits and features.
Permission Set Licenses, Personas, and User Permissions: Manage the Usage Management functionality securely with permission set licenses. Assign user permissions to specific user personas to enable them to complete the work that's assigned to their role.
Set Up Usage Management in Revenue Management: Usage Management provides the essential components for tracking and managing the consumption of your usage-based products. To implement this framework effectively, first set up usage management objects, such as usage resources, product usage grants, and their units of measure. This setup represents the foundational layer of your configuration and is a prerequisite for creating usage management policies. The policies ensure that consumption data can be accurately aggregated, grant policies can be correctly applied, and overall usage can be managed with efficiency.
Usage-Based Product Setup with Guided Workflow: A logical, sequential workflow guides you through a structured journey—creating a base product and resource definition, defining policy, linking Product Usage Grant (PUG), and setting rates. Finally, you can activate all records created through the journey with one click. It also simplifies the setup by providing preselected, out-of-the-box default policies.
Validate Your Usage Product Setup: Run the product validator after you complete your usage management setup by using the guided workflow or manual configuration. The validator checks your configuration for errors and identifies the specific record to resolve before you activate them.
View Liable Summaries: The Orchestrate Usage Management flow automatically creates the liable summaries by processing the aggregated usage consumption logs and the rates applicable from the usage ratable summaries.
Unified Usage Dashboard: A single, consolidated source of truth for post-sale usage management. Track consumption, negotiated rates, and grant balances, and ensure data integrity across your records. Depending on how your products are structured, you can access this unified experience from either an accounts or an asset record page.
Understanding Ramp Deals: A ramp deal is a long-term sales agreement where price, quantity, and discounts vary across defined time periods called segments. Instead of quoting a flat rate across the entire contract, you break the deal into multiple segments—each with its own pricing, quantities, and discounts. This gives your customers clear, upfront visibility into how costs evolve over the life of the contract.
Unified Catalog: Unified Catalog centralizes product and service data to make it easier for users and processes to find, manage, and reuse catalog items. Self-service features help users solve problems and send service requests.
Use Unified Health Scoring: Unified Health Scoring gives you a holistic view of your patients’ health profiles. Let’s call this view the unified health profile. Your admin defines a unified health profile for your organization that shows you everything concerning your patients’ health. Based on how your admin implements Unified Health Scoring, the feature prompts you to intervene in your patients’ healthcare when certain conditions are met. This multidimensional view together with contextual prompts helps you plan your interventions better for improved health outcomes, greater patient engagement, and reduced healthcare costs.
Update Integrations to the Latest Version: Enable integrations access to multiple Industry Clouds that you are subscribed to, without resetting the MuleSoft instance connection.
Update Appointment Prediction Model Records: The CRM Analytics Prediction add-on uses Health Cloud records to create an appointment prediction model. The data model can use records up to 730 days old. To keep the model up to date, run a dataflow to refresh the model with new records.
Upgrade Revenue Management: Winter ’27 introduces several updates. Review the upgrade and known issues to understand the changes and support a smooth transition.
Create Prompt Template: Recommend Products to Upsell: The Provide Upselling Assistance prompt template recommends top 10 products that a telesales rep can upsell. The recommendation also includes sales pitch for each product.
Usage Management Essentials: Browse through this collection of terms, key objects, and key concepts. This collection is designed to give Salesforce admins, sales reps, and developers a clear and consistent understanding of usage management concepts and helps them navigate the Usage Management landscape.
Enable Rating Waterfall: Rating Waterfall provides insights and reasons for every step of the rating process. Let's say that while calculating the final net rate of a usage resource, you find out that the discount is less than anticipated. With Waterfall View, you can view the rate breakups at every step along with the reason for the addition or deduction.
Use Contact Center for Health Cloud: Health Cloud’s Contact Center personalizes the healthcare call center and helps you quickly respond to members’ queries, resolve issues, and raise requests.
Create or Modify Decision Matrices by Using CSV Files: Use CSV files to create or update decision matrices to save time and effort, especially if you're dealing with sizable data. Create the CSV file in the specified format to successfully add data to a decision matrix version.
Use Data from Previously Submitted Responses in a Discovery Framework Omniscript: Save your respondents the time and effort of entering responses to the same questions on different assessment forms. By adding the prefill integration procedure to an Omniscript, the form can access data from previously submitted assessments. Customize the prefill integration procedure to suit your needs.
Show Rule Explanations to Users: When Decision Explainer is available in your Salesforce org, you can show your users the explanations for expression set version step results. The explanations are stored in explainability message templates that your admin creates and maintains.
Use External Data for Identity Verification: If the data required to verify a caller resides outside of Salesforce, configure the identity verification process to use data from an external source.
Use a Standard Action Launcher Deployment: Save the time and effort to configure Action Launcher for your contact center agents. The deployments come preconfigured with context objects, actions, and frequently used actions that you can easily modify to meet your business requirements.
Add a QR Code to an Assessment Form: Include a QR code on a form to let respondents open the URL or application from their mobile device. For example, respondents can scan the QR code to open a third-party application and upload documents for identity verification and screening.
Use Case: View Account and Promotion Measures: When you request to see measures, the TPM agent checks if you have read access for the relevant accounts and at least one product category.
Use Case: Update and Copy Promotion: The KAM agent can copy promotions and update fields on existing promotions by running Promotion BO API workflows. This pilot doesn't support creating or deriving promotions.
Change an Account Manager Target’s Owner: You can change the owner of an account manager target. If a user other than the record creator needs to modify the Target Value, you must first change the record's owner to that user.
Assign an Account Manager Target: You can assign an account manager target to your immediate team members. Your team members are derived based on the hierarchy type selected by your admin. If Manager Hierarchy is selected, your direct reports are identified by the Manager field on their individual User records.
Clone an Account Manager Target: You can clone account manager targets. When you clone an account manager target, the target assignments aren’t cloned for the new account manager target. You must assign and distribute the targets.
Create an Account Manager Target: Create an account manager target to help your organization achieve business demands. Account manager targets can be used to manage the sales targets for your organization. You can create targets for yourself or assign targets to your team members.
Delete an Account Manager Target: You can delete account manager targets. When you delete an account manager target, all the associated child targets, that is, all the targets that are created as part of that target’s assignments or subsequent assignments, are deleted.
Distribute Account Manager Targets: You can distribute target assignments by accounts and products. You can also distribute an overall target by time period, or a target assignment for a product or an account by time period.
Manage Invalid Account Manager Target Assignments: Targets can become invalid for various reasons including a team member leaving the organization, updates to the Manager field on a team member's user record (when using Manager Hierarchy), and a new team member with existing targets. Changes in the configuration of the team member hierarchy can also invalidate target assignments. Manage an invalid assignment by reassigning it to another member, moving it to the parent target, changing the assignment’s owner, or deleting it.
Create and Work with Account Manager Targets: Create targets for a fiscal year with currency or non-currency measure types. Assign specific percentages of the targets to your immediate team members. Distribute targets by product and account, and by time period. Update the target value anytime and propagate these updates to that target’s assignment values, if necessary. Manage an invalid assignment by reassigning it to another team member, changing the owner, moving it to the parent target, or deleting it.
Propagate Account Manager Target Changes to Assignments: When you change the value of an account manager target, the assignment values aren’t automatically updated to reflect these changes. You must propagate the target values manually.
Create a Document Checklist Item: To encourage your customers to provide required documents, create document checklist items that help manage file uploads and approvals.
Business Rules Engine in Workflows (Example): Use Business Rules Engine components and features in your workflows to simplify complex lookups and to automate business decisions. Here's an example of how Business Rules Engine components work with a workflow.
Handle Care Requests with Utilization Management: Utilization Management (UM) is a health plan's way of working with plan members and medical providers to influence decisions via case-by-case review of the appropriateness of care.
Artificial Intelligence for Utilization Management: Payers can see the predicted service-level agreement (SLA) breach scores for prior authorization review requests and the top factors that possibly contribute to SLA breaches on the Prior-Authorization Review SLA Breach Prediction dashboard. They can see services that they are likely to receive from providers and previously submitted services authorization requests for a member on the Recommended Services Pathway dashboard. Providers can see services that they are likely to request on the Recommended Services Bundling dashboard.
CRM Analytics Dashboards for Utilization Management: Use the analytics dashboards, including the Care Requests dashboards and the Approval Rate dashboard, to streamline care request management, prioritize prior authorization requests based on due dates, and get a consolidated view of key attributes associated with prior authorization requests. The personalized care requests dashboards for each user role offer quick insights to monitor and assess outstanding care request authorizations and reviews. The Approval Rate insight cards support quicker clinical reviews and decisions by providing relevant insights during the review process.
Manage Authorization Requests in a Payer’s Office: Authorization for care requests typically requires a significant amount of administrative work, both by payers and providers. The review process can be tiresome and time-consuming, with multiple screen switches and data from various sources. To simplify and streamline this process, Utilization Management includes a number of guided workflows to help you handle authorizations efficiently.
Review Care Requests: The Health Cloud Utilization Management features let you work with plan members and contracted medical providers to interpret, administer, and explain the medical policies of the health plan. You can influence member care decision-making via case-by-case review of the appropriateness of care before it is provided.
Simplify Authorization Request Reviews with the Utilization Management for Payers App: The Utilization Management for Payers app provides a comprehensive view of authorization requests that are most important to you. The app shows all open cases, so that you can easily identify high priority and urgent requests, and take appropriate action effectively.
Conduct a Peer-to-Peer Review: As a medical director, clarify clinical information and explain review outcome decisions to the requesting provider by conducting timely peer-to-peer discussions.
Authorization Request Process Flow in a Payer’s Office: Utilization management’s comprehensive approach ensures that patients receive optimal medical care that’s delivered in the appropriate setting at the necessary time, while helping you properly manage high-cost care and hospitalizations.
Create and Submit Authorization Requests for Review: As an intake coordinator, you often create and review care requests for need assessment. With information coming in from various sources—member plan details, provider information, care request details, and more—there’s increased chances of administrative errors.
Link a Concurrent Review to an Existing Request: Ensure members continue to get timely and cost-effective care by performing concurrent reviews for an existing request during the course of a member’s treatment.
Conduct a Medical Director Review of the Authorization Request: As a medical director, you’ve the final say on an authorization request. Similar to the utilization management nurse, you determine the medical appropriateness of inpatient, outpatient, and pharmacy services by reviewing clinical information and applying evidence-based guidelines.
Conduct a Nurse Review of the Authorization Request: As a nurse, you’re responsible for performing an effective clinical review of an authorization request to ensure healthcare services are compliant and are delivered with quality and cost efficiency.
Manage Authorization Requests in a Provider’s Office: Health Cloud’s Utilization Management ensures ease of access to information and smoother collaboration on authorization requests between payers, providers, and the Electronic Health Record (EHR) systems. This connected platform, with its highly refined OmniScript process workflows and uninterrupted information exchange, enhances payers' and providers' ability to expedite the authorization request process. Providers can now deliver timely and optimal medical care to patients by gathering necessary clinical information from the EHR system and submitting authorization requests to the payer system.
Authorization Request Overview: Medications, surgeries, personalized therapies, and healthcare treatments can all lead to huge bills for payers and patients. Many of these expensive procedures can be avoided or replaced by simpler, cost-effective alternatives that take place in outpatient settings. To verify cost of care and medical necessity of procedures and treatments, payers must conduct authorization reviews of the care requests that providers raise.
Manage Peer-to-Peer Reviews: Peer-to-Peer review is the process where the medical director connects with the requesting provider to discuss the actual or potential reason for denial of an authorization request. These discussions provide transparency, help the medical director justify reasoning, and direct the provider towards appropriate care delivery, while avoiding lengthy dispute and appeal processes.
Add Provider Details to the Authorization Request: Enter information about the requesting provider, servicing provider, and the servicing facility where the service will occur. You can automatically see if the provider is inside or outside the payer network.
Add Care Request Details to the Authorization Request: Authorizations require that you add details about the requested service. The details you enter depend on whether the care request is new or existing, and inpatient or outpatient.
Review the Authorization Request: Before submitting an authorization request, you see an overview where you can override the document status and add notes or observations.
Schedule Peer-to-Peer Review Meetings: As a nurse, help resolve conflicting opinions, allow open communication, and ensure a complete review process by scheduling peer-to-peer discussions between the medical director and the requesting provider.
Upload Supporting Documents for the Authorization Request: Authorization requests often require supporting clinical documents. In the Authorization Intake process, the Upload Clinical Documents window provides a checklist of required documents.
Create and Submit Authorization Requests to Payers: As an authorization coordinator at the provider’s office, you play a central role in handling the end-to-end authorization process for a patient’s services. But, manually gathering information from the EHR system and passing it on to the payer system can be time consuming and result in unintended errors. Utilization Management’s centralized, guided workflow for request submission, with seamless integration to EHR and payer systems, helps you to easily create and submit error-free requests.
Authorization Request Process Flow in a Provider’s Office: Utilization Management’s solution for providers gathers necessary clinical information from the Electronic Health Record (EHR) system and establishes a connection with the clearing house or payer system. With this seamless integration, provider users can efficiently create and submit authorization requests and deliver timely care to patients.
Inquire About the Status of an Authorization Request: As an authorization coordinator at the provider’s office, your responsibility doesn’t end with submitting a request to the payer. Utilization Management’s OmniStudio-based guided workflow for the Inquiry process is integrated with payer systems, so you can quickly get updates on submitted requests that help you make informed decisions about a patient’s treatment.
Add Documentation and Submit an Authorization Request: Add clinical documentation to support the authorization request. Before submitting the authorization request, review the details to ensure everything is correct.
Care Request Review Types: Care requests can be reviewed before, during, or after the care is provided. The timing of a review can affect how you use Health Cloud to manage the process.
Add a Case to a Premises: You can view or add trouble tickets, or cases, from a Premises record.
Add a New Child Premises: A premises might have child premises. For example, an apartment complex can have multiple buildings, each with its own assets, accounts, and cases. Add all Child Premises records from the parent Premises record.
Add a New Premises Relationship: From a Premises record detail page, you can see a list of associated accounts and a relationship graph displaying a list of accounts and contacts related to the premises. In addition to linking accounts to a premises, you can visualize account, contact, and household relationships in the premises relationship graph.
Add Attributes to Content: To identify the key themes or information included in the material, you can add Attributes to content. You can then match customers with content by identifying Attributes that are common to the two.
Add Attributes to Page Layouts: Vlocity includes a Visualforce component that lets you add Attributes to the page layouts of some objects.
Add Fields to a Relationship Graph Node: Administrators can enable relationship graph nodes to display additional fields, such as age or address. The displayed fields can vary based on the object type—Contact, Account, and Household.
Add Vlocity Package Licenses to a Group of Users: To add licenses to users, you create a record in the Salesforce UserPackageLicense object. To remove a license from a user, you must delete the UserPackageLicense record for that user.
Add your Salesforce Instance to the Remote Site Settings List: To generate classes, Vlocity applications use the SFDC Tooling API, a web service that requires a callout. Your organization has a unique Salesforce instance—for example, na17.salesforce.com or na18.salesforce.com—that you must add to the Remote Site Settings list.
Adding Product Attributes to an Object: Product Attributes are designed for use with objects related to CPQ. However, you can add Product Attributes to any custom object by adding the JSONAttribute field and configuring the DRJSONAttributeSObjects setting. You must be in Lightning Experience to follow these instructions.
Adjust Sharing Settings: Sharing settings for almost all objects can be configured for your organization's needs. After configuring organization-wide defaults, you can grant people access to records they do not own through role hierarchies and other sharing rules.
Allocate Space in the Platform Cache Partitions: If Platform Cache partitions that Vlocity features use, such as VlocityMetadata and VlocityAPIResponse, don't exist, you can create them. Even if they exist, you must allocate space in them to enable caching.
Assign Vlocity Licenses to Users Automatically: To reduce administrative overhead, configure a flow and a process to automatically assign a Vlocity license to a user based on selected criteria. This approach is recommended when you must license a high number of users on a regular basis.
Attribute Categories: Before you create attributes, you must create attribute categories to group those attributes. For example, profile attribute categories may include Family, Interests, Service Lines, or Noted Concern.
Attribute Data Types: Vlocity uses different data types for attributes and picklists used in attributes.
Build Reports for Vlocity Attributes: You can create and display reports on Vlocity Attributes. For example, to see what concerns are trending for your customers, you can display a chart of all attributes under the Noted Concerns category.
Build the Vlocity License ID Flow: In order to automatically assign Vlocity licenses to a user, you must configure a Flow and configure the license ID.
CLM Guest User Changes: Guest users can generate documents, such as a draft quote, and document generation has been enhanced to maintain data security.
Configure a Sandbox after a Refresh: When you refresh a sandbox, its metadata is reset to match the org from which it was generated. Data that is normally copied when the post-install scripts run is unavailable.
Configure Attribute Rules: You can display attributes and attribute values that correspond to specific product configurations. Product compatibility rules support attribute configuration. Configuration evaluations are server-side and actions are client-side. Changing an attribute triggers attribute configurations.
Configure the Party Model Custom Setting: The relationship graph requires system administrators to manually set a custom setting to specify whether Party modelSalesforce Industries Communications, Media, and Energy Party Model records are created.
Constrain Product Attributes Using a Format Mask: You can constrain attribute values using a format mask. By applying a format mask, you ensure that a user can type only in a predetermined pattern. The format mask is a part of setting up product attributes on a product.
Create a New Group: You can associate multiple businesses or accounts using groups.
Create a New Household From a Contact Record: You can create new households or groups from the Household tab or from a Contact record. After creating a household, you can add people to the household.
Create a New Product Attribute: Product attributes further define products. For example, an iPhone might have attributes for model, color, storage capacity, and so on. You add attributes to attribute categories that you have previously defined.
Create a Product Attribute Template: If you have a set of attributes that you can apply to multiple products, create a product attribute template to speed the assignment of attributes to a product. You can create templates using attribute settings that you have already defined on a product.
Create New Product Attribute Categories: Attribute categories group attributes. They also appear as headings at run time in Vlocity Cart’s Filter and Configuration windows. Attribute categories are required to create product attributes. The type of attribute is defined at the Attribute Category level. You must create Attributes Categories before adding new attributes to the category.
Create New Profile Attribute Categories: The type of attribute is defined at the Attribute Category level. Attributes Categories must created before you can add attributes to the category. Typically, Profile Attributes are used with Vlocity Intelligence and can be automatically assigned.
Create New Profile Attributes: Attributes act like tags that provide more information about the entity in the profile. Typically, Profile Attributes are used with Vlocity Intelligence and can use attribute assignment rules.
Custom Apex and Implementation with Guest Users: Custom code, if well written, would have user-mode most of the time. But with a guest user, you won’t be able to update records without system mode. All APIs used by the guest user should be tested to make sure they are working. Even custom Apex inside an Integration Procedure or implementing VlocityOpenInterface may require solution change and refactoring.
Custom Encryption (Override Vlocity Encryption): The Vlocity encryption is required to interact with Vlocity solutions that use encryption (for example, Guest User calling CPQ APIs, INS APIs, CLM, etc.). But you can implement your encryption solution and hook to the Vlocity encryption so both Vlocity and your APIs use the same encryption.
Custom Object Permissions: Here is a list of Vlocity custom objects to which you might need to grant user access.
Data Mapper Guest User Changes: Extract Data Mapper only work with a guest user if the record has been shared with the guest user. If you need to read a record that is not shared with the guest user, you must write custom Apex to run in system mode (without sharing).
Display Attributes on an Object Page: You can add an Attributes component to the Visualforce page for any object that supports attributes. For example, you can display Attributes that capture information about Opportunities.
Display Vlocity End-User Tabs by Default: Salesforce Industries Communications, Media, and Energy is preconfigured to display Vlocity tabs meant for end users and hide tabs meant for admins. Salesforce Industries Communications, Media, and Energy default tab settings will not overwrite any default tab settings you set in profiles.
Edit a Product Attribute Template: Product attribute templates are displayed in the products list. You can edit them in the same way that you edit product attributes on a Product record detail page.
Edit Party Relationships: To edit party relationships, a user must have at least read access to the PartyId__c field on the Account object.
Enable and Disable Selected Vlocity Triggers: You can disable all or selected Vlocity triggers through Salesforce Custom Settings. For example, to use the standard Salesforce Opportunity Product features, you must disable the Vlocity Opportunity Product trigger. To do this, ensure all Telco triggers are enabled, then create a record for each trigger that you want to disable.
Enable Apex Class and Visualforce Page Access: Apex classes are part of the underlying code for Salesforce Industries Communications, Media, and Energy. Apex classes also control Visualforce pages, which are used throughout Salesforce Industries Communications, Media, and Energy. Apex classes and Visualforce pages are critical to Salesforce Industries Communications, Media, and Energy and must be enabled for all profiles.
Enable Premises Relationships: To add premises relationships, set up the premises object as an available party type. For more information about party relationship types, see Create a New Party Relationship Type.
Enable the Enhanced Lookups Search Setting: Enhanced Lookups is a search setting that provides an updated lookup dialog interface that gives users the ability to filter, sort, and page through results as well as customize columns. It also returns more comprehensive search results from Lookup pages.
Export Profile Attributes: You can export Account or Contact records by attribute. Records are exported to a .csv file.
Go to the Relationship Graph: To view relationships, go to a Contact, Account, or Household record. Scroll down to the Relationships section to see the relationship graph.
Grant Access to Vlocity Record Types: For users to view or create accounts, contacts, contracts, assessment questions, benefit case party relationships, households, operating hours and exceptions, and calculation procedures, they must have access to Vlocity record types.
Guest User Enhancements with Vlocity Products: The guest user is part of several use cases in Vlocity, from anonymous e-commerce to insurance quotes. Vlocity products have been enhanced to follow Salesforce guidance.
Guest User Setup for Vlocity Products: Guest user profiles must be configured to allow access to the namespace.ITrigger class. Because this class is used across Vlocity products, use the appropriate product namespace, such as vlocity_cmt or vlocity_ins.
Guest User Technical Details: To implement guest user support, review the security considerations and requirements for rule sharing and using the system mode.
Households: Vlocity helps you keep track of clients' relationships using households. Households associate family members with one another and enable you to see the connections on a relationship graph.
Limit the Levels Within the Relationship Graph: The Relationship Graph shows a graph of all party model records associated with accounts and contacts. You can limit the levels displayed to display the relationship graph only at certain levels, regardless of the party records with the record.
Link an Account to a Premises: From a Premises record detail page, you can see a list of associated accounts and a relationship graph displaying a list of accounts and contacts related to the premises. There may be accounts connected to the property, such as property managers, installers, or residents. From the Account detail page, you can link the account to a premises. You can then view a list of all related accounts in the Accounts related list of a Premises record.
Merge Profile Attributes: To eliminate duplicate and misspelled attributes, you can merge them to a selected attribute. After merging to a master attribute, all other merged attributes become inactive.
Overview of Attributes: Attributes describe objects. Vlocity offers two types of attributes, Profile Attributes and Product Attributes.
Overview of Profiles and Security for Vlocity: Vlocity includes profiles pre-configured with access to custom objects and features. During installation, you can map these pre-configured profiles to your existing profiles.
Party-Bound Relationship Graphs: It's important to understand your clients' key relationships. Using the Vlocity party model, you can build a relationship graph to visualize important connections between any person, organization, or household. You can make connections between customers, partners, and prospects to identify key people and new business.
Party Creation Error Logging: Party creation can fail silently if the logged-in user does not have write access to the Party object. To detect this problem, enable logging of party creation. When logging is enabled and party creation fails, an error containing the details is logged in the VlocitySystemLogEntry__c custom object.
Premises: Vlocity CMT enables you to track premises and assets at a premises. A premises is a physical location and its associated assets. You can capture prospect interest by premises. You can also execute premises-based campaigns.
Private Profile Attributes: If a profile attribute category's User Attributes Created Private checkbox is checked, any user-created attributes in that category are set to private. The attributes are only visible to the user who created them.
Product Attributes in EPC: Product attributes define product characteristics and can be categorized. You can use attributes to filter products. Pricing is based on product attributes.
Profile Attributes: Attributes describe objects. Vlocity supports two types of attributes: profile attributes and product attributes. Profile attributes are like tags that provide more information about the entity in the profile. For example, you might have different customer tiers, or you want to note customer interests for future sales opportunities.
Rebuild the Relationship Graph Party Records: A customer that installs the Vlocity applications package in an existing org must run the Vlocity party maintenance job to create Party records for each account and contact that already exists. When it creates the Party records, the party maintenance job also updates each account or contact to identify it as the party it created.
Relationships Between Objects: You can build a Relationship Graph to visualize important connections between people, organizations, and other Salesforce objects.
Select the User Interface for Profiles: Salesforce provides two different user interfaces for creating and editing profiles: the Original Profile Interface and the Enhanced Profile User Interface. Which interface is more efficient for editing Vlocity profiles depends on which settings you're editing. The topics that describe how to edit these settings tell you which interface to use.
Set Up Multiple Relationship Graphs: Administrators can set up multiple types of relationship graphs. Users can toggle between relationship graphs.
Set Up Product Attributes: After creating attribute categories and attributes, you can apply those attributes to products. End users can find and filter products based on attribute values.
System Administration and Set Up: Depending on how you use Vlocity, you might need to perform additional tasks after installation, such as user licensing, attribute configuration, security configuration, data migration, and configuration of core features.
Add a Relationship Graph Traversal: In some graphs, the same two object types can have more than one type of relationship. For example, two Contacts can be friends, relatives, coworkers, a manager and a subordinate, and so on. You can add parallel traversals to the same two nodes.
Add a Task: One of the Event actions in the center area of the Campaign Call List Record Page lets you add a task.
Add an Event: One of the Event actions in the center area of the Campaign Call List Record Page lets you add an event.
Add Campaign Members: One of the Campaign actions in the top right area of the Campaign Call List Record Page lets you add members to a Campaign.
Any-Object Relationship Graphs: A Relationship Graph is a dynamically generated visual representation of relationships between people, organizations, and any other Salesforce objects related to them. It includes nodes, which are shapes that represent Contacts, Accounts, and other sObjects, and edges, which are lines or flows that represent the relationships between them.
Campaign Actions: Using the Campaign actions in the Campaign Call List Record Page, you can add members to the campaign, create a mass email to Campaign members, and view Campaign results.
Campaign Call List: You can replace the default record page for Campaigns with a Vlocity-specific Campaign Call List page. Vlocity provides this page as an alternative Lightning Record Page, which contains a Visualforce Page, Card Templates, and Cards that you can customize as needed.
Campaign Call List Record Page Component Reference: The Campaign Call List Record Page is comprised of numerous Visualforce pages and Card layouts. You can modify these components or clone them and modify the clones.
Campaign Call List Record Page Features: The Campaign Call List Record Page has six screen areas for data display and actions. You can manage members, manage events, and view campaign results.
Configure a One-to-Many Traversal: Some graph types, such as hierarchy graphs, support only one-to-many relationships. To configure a one-to-many traversal, you must specify the object types, the field that defines the relationship between them, and a default value representing the strength of the relationship.
Configure a Party Relationship Traversal: To configure a Party Relationship traversal, you must specify the Relationship Type, a name, a default strength value, and object fields.
Configure the Strength Field for Party Relationships: The Strength__c field of PartyRelationship__c objects is important for radial graphs and Sankey diagrams. However, by default it's hidden on the Party Relationships tab and configured as a two-digit integer. You can display and reconfigure the Strength__c field.
Create a Mass Email: One of the Campaign actions in the top right area of the Campaign Call List Record Page lets you create a mass email.
Create the Campaign Call List Record Page: If you use Salesforce Industries Communications, Media, and Energy, you don't get the Vlocity Campaign Record Page by default. However, you can create it after you install the base Cards and assign the user profiles.
Custom Junction Object Field Mapping: A Custom Junction object is a customer-specific custom object that defines a many-to-many relationship between two other objects. To use a Custom Junction object in a Relationship Graph, you must map its fields to the fields of a Relationship Graph Traversal object. You can include any additional fields that you need.
Edit User Profiles to Enable Relationship Graph Access: Salesforce enforces user profile restrictions for Apex classes that Aura and Lightning Web Components use. To access Relationship Graphs, users must have permission in their profiles or permission sets to access the APIGraphV1Controller and RelationshipGraphController Apex classes.
Event, Note, and Task Actions: You can add events, notes, and tasks related to the selected Campaign member. These events, notes, and tasks appear in the Customer Story after you save them. To view or update an entry in the Customer Story, click the name link of the entry. The record for the entry opens in a new tab.
Example Custom Record Id Class: When you configure a Relationship Graph Use the Vlocity Graph Component Editor, by default the Vlocity Graph component uses the Id of the record associated with the page as the root object. You can use an Apex class to provide a different record Id.
Filter Objects and Relationships in the Graph Using JSON: Advanced users can add filters to the Relationship Graph JSON. If you add filters, then for each specified field and record type, any data that isn't specified is omitted from the graph.
Include Related Object Fields in a Relationship Graph: Although a Relationship Graph node retrieves from a single object type, and a traversal from two objects types, you can select specific fields in other related objects. For example, in a Contact node, you can retrieve the Name of the Account associated with the Contact.
Install the Campaign Base Cards: The Campaign Call List page is comprised of the Campaign Base Cards, which you must install.
JavaScript refreshGraph Method for Lightning Web Components: If you embed a Relationship Graph in another Lightning Web Component, you can use the JavaScript refreshGraph method to refresh the Relationship Graph. For example, if another embedded Lightning Web Component lets you change data that might affect the graph, that Lightning Web Component component can refresh the graph after any such change.
Member Actions: In the Member Detail area, you can view member information, pick a call date, send an email, use a call script, and set the member's status.
Member Status: You can set the status of the current member to indicate where you are in email or phone communication with them.
Party Relationship Settings: You must define the characteristics of a specific relationship, including the Ids of the related object records, their roles, and a value representing the strength of the relationship.
Party Relationship Type Settings: Party Relationship Types are templates for Party Relationships. You must define the objects in the relationship and the role for each object.
Pick a Call Date: One of the Member actions in the center area of the Campaign Call List Record Page lets you pick a call date.
Relationship Graph Traversal Object Fields and Mappings: When you create a Relationship Graph traversal, you must map a few required traversal fields to relationship fields. For Party Relationship and Custom Junction objects, many more traversal field mappings are optional.
Send an Email: One of the Member actions in the center area of the Campaign Call List Record Page lets you send an email.
Settings for Editing Within a Relationship Graph: You can make some changes to a Relationship Graph and its underlying data from within the graph itself. These editing options do not apply to Timeline graphs.
Settings for Hierarchy Graphs: The following Relationship Graph Admin Config tool settings apply to hierarchy graphs.
Settings for Radial Graphs: The following Relationship Graph Admin Config tool settings apply to radial graphs.
Settings for Sankey Diagrams: The following Relationship Graph Admin Config tool settings apply to Sankey diagrams.
Types of Object Relationships: You can include almost any Salesforce object types in a Relationship Graph as long as they are related. Choosing which object types to include and which fields to use to match them before you start building your Relationship graph is a best practice.
Use a Call Script: One of the Member actions in the center area of the Campaign Call List Record Page lets you use a call script.
Use the Member List: In the Member List, you can sort and filter members and view member details.
Use the Vlocity Graph Component Editor: When you add a Relationship Graph component to a page, you can edit some Relationship Graph settings when you edit the page.
View Campaign Results: One of the Campaign actions in the top right area of the Campaign Call List Record Page lets you view Campaign results.
Vlocity Graph Component Editor Settings: Settings in the Vlocity Graph Component Editor that you can change are listed here, including the number of nodes and the number of relationship degrees.
Workflow for Creating a Relationship Graph: Creating a Relationship Graph involves creating the data for the relationships that the graph displays and for the graph itself.
Workflow for Creating a Relationship Graph Template: Creating a relationship graph involves creating the graph metadata, nodes, and traversals. A node represents an object. A traversal represents a relationship between objects.
Workflow for Editing a Relationship Graph: After you create a Relationship Graph, you can choose its type, change its appearance, add it to a page, and edit some node and relationship data.
Telco Triggers: Salesforce Industries Communications, Media, and Energy provides a set of Telco triggers.
Upgrading the Attribute Schema: After reviewing the Attribute Schema Upgrade ConsiderationsJSONAttribute v2 Schema Upgrade Considerations, choose one of the two upgrade options. The first option is recommended for orgs with smaller data sets that are able to have downtime while performing the upgrade. The second option is recommended for orgs that cannot have downtime while performing the upgrade.
UserSecurity Class: Decrypts and encrypts data strings for guest users. The class encrypts using AES-256 and returns it URL-safe encoded.
View Assets Belonging to a Premises: A premises can have assets, for example, satellite dishes, cable, or broadband. You can view a list of the assets for a premises by scrolling to the Assets list on a Premises or Child Premises record.
View Party Relationship Details: To see details for a relationship, hover over the relationship label—for example, Attorney. A sentence appears, describing the relationship—for example, "Andrew Henry is an Attorney for Reed Flowers."
View Profiles: You can view a user profile in either profile interface.
Vlocity Encryption Solution: Vlocity provides an encryption solution that follows Salesforce recommendations and that customers can leverage in their custom implementation. You don’t need to understand encryption, encoding, key management, and other technical aspects because Vlocity abstracted all that for you.
Vlocity Triggers: A trigger is Apex code that runs before or after a specific data manipulation language (DML) event occurs, such as before the insertion or after the deletion of records in a database. Triggers are stored as metadata in Salesforce.
Why Using Person Accounts with Vlocity Is Discouraged: Vlocity discourages the use of PersonAccount objects for tracking customer relationships. In Salesforce, Contacts cannot be directly associated with a PersonAccount. In addition, Contacts without a direct Account are considered Private Contacts and are only visible to the user that created them.
1. EnterObject step: Vlocity uses ObjectID to capture the Salesforce ID of the object on which the document needs to be generated. You can enter 15 or 18 digits. This ObjectID is referenced in Step 5 "Set Values for the setup of ContextID and QID.
2. Pick a Template Type step: Vlocity uses two different types of templates: Vlocity Web Templates or the Vlocity Microsoft Templates (DOCX and PPTX).
3. Get Document Templates Omnistudio Data Mapper Extract action: Vlocity Omnistudio Data Mapper extracts templates based on the selection in Step 2. Note that Vlocity Data Mapper extracts JSON-based document templates by default. You can modify the Data Mapper filters based on your requirements.
4. Pick Templates step: The Vlocity Omnistudio Data Mapper displays all the extracted templates in the selectable template. The Selectable step is associated with the Templates.html template. See the HTML and JSON code in Script Configuration in the "Custom HTML Templates" and "Custom JavaScript" sections.
5. Set Values step: The type of values are set according to whether the Vlocity Web templates or the DOCX and PPTX templates are set up.
6. CreateObjDocument remote action: This is a remote action to create a document on objects. Vlocity uses the input parameters set up in Step 5 for the remote action.
Access to Contract Documents: The Contract Document Access Control custom setting indicates a user’s access to contract sections and contract redlining (redlining is a feature that is supported only for internal use at your company). You can set the Contract Document Access Control custom setting at the org, profile, or user levels.
Activating Vlocity Locale Code Values: The Vlocity Locale Code picklist stores all possible locale codes for translation. You can activate only three locale values at a time.
Add Client-Side Fonts in CLM: Complete these steps to add fonts, or follow the instructions in the Vlocity Installation Assistant on the Diagnostics tab for the Add Extended Font step.
Add Content in the Rich Text Field: After you’ve created a custom rich text field in your desired object, you can add and format the content. You can undo, redo, bold, italicize, underline, strike-out, add a hyperlink, modify alignment, add a numbered or non-numbered list, indent, and outdent.
Add Hyperlink in Text Field: After you’ve created a custom text field in your desired object, you must add the hyperlink to the custom text field. Using Omnistudio Data Mapper you can render the hyperlink in the generated document.
Add New General Terms: After you create Product Categories and Product Attributes, you can create general terms.
Add Other Permission Sets: If you want to use tokens in document templates for extracting data, you can add Read permission in the permission sets of the guest user.
Add Profile to a Library: Provide Vlocity Document Template Library access to a profile to view all the generated documents.
Amending Frame Agreements: If you want to make changes to an existing frame agreement with an Active status, you can easily amend it. After your initial amendment, you can make updates to the amendment if necessary.
Attaching a Document to a Contract Document: The contents of an attached contract document must always be synchronized with the checked in, online version. Every document version must have a system-generated document attached to it. When an online contract document is finalized—checked in, generated, or imported—Vlocity CLM automatically generates a document in Microsoft Word, PDF, or both and attaches it to the latest contract version.
Attaching a File to a Contract: You can attach one or more files to a contract document version. Drag the file from its original location to the Vlocity CLM Contract Document Visualforce page.
Available Settings According to Template Type: The table lists the availability of Salesforce PDF Rendering Service and Vlocity Client-Side Converter settings for Web templates, Microsoft Word, and Microsoft PowerPoint based on template type.
Batch Generation Example Class: This Apex code illustrates a basic implementation of the methods required to support the batch generation of contracts with a large number of line items (more than 100).
Clauses: Clauses specify a contract’s legal language and provisions, such as payment and warranty information. A clause typically contains one or more paragraphs of text, which is the clause content. For example, a payment clause may contain text that describes the terms of payment.
CLM and DocGen Organization-Wide Sharing Defaults: You can define the default access level for an object’s records with organization-wide sharing settings. Organization-wide sharing settings can be set separately for custom objects and some standard objects. You can set different levels of access for internal and external users for CLM and DocGen.
CLM and DocGen Permission Set Combinations with Other Permission Sets for CME: Many of the tasks require that you understand permission set combinations. The table below provides a detailed mapping of the sample personas with the required managed permissions sets and sample permission sets. The table lists CLM and DocGen specific permission sets along with additional permission sets required for certain features.
CLM and DocGen Permission Set Combinations with Other Permission Sets for HINS: Many of the tasks require that you understand permission set combinations. The table below provides a detailed mapping of the sample personas with the required managed permissions sets and sample permission sets. The table lists CLM and DocGen specific permission sets along with additional permission sets required for certain features.
CLM and DocGen Permission Set Licenses and for HINS: Permission set licenses give users incremental access to features that aren't included in their user licenses. Users can be assigned any number of permission set licenses. CLM and DocGen make a number of permission set licenses available for HINS.
CLM and DocGen Permission Set Licenses and Permission Sets: Permission set licenses incrementally provide user-level functionality for individual users. Permission sets are a collection of settings and permissions that give users access to various tools and functions.
CLM and DocGen Permission Set Licenses for CME: Permission set licenses incrementally provide user-level functionality for individual users. By assigning PSLs to users, administrators can extend a user’s entitlements. CLM and DocGen make a number of permission set licenses available for CME.
CLM and DocGen Personas: Depending on the CLM and DocGen persona, the user has the ability to generate and design documents.
CLM and DocGen Sample Permission Set Groups for CME: A permission set group streamlines permissions assignment and management. Use a permission set group to bundle permission sets together based on user job functions. In CLM and DocGen, we recommend these sample permission sets and sample permission set groups for CME.
CLM and DocGen Sample Permission Set Reference for HINS: Use CLM and DocGen permission sets to extend the features and functionalities of your user licenses. Use the sample permission sets, a recommended set of minimum permissions that cover only the basic features, to quickly give the required access to your users. Some permission sets provide read-only access, while others grant the ability to create and edit records. Each permission set grants a different level of access to a different set of objects and fields.
CLM and DocGen Sample Permission Sets for CME: Users don’t require access to all the features to perform their role’s tasks. For example, a runtime user doesn't need access to docusign setup and contract setup entities to run contract document generation, create versions, compare versions, reconcile contract documents, checkout, lock and unlock, and submit for contract approval. Use sample permission sets to give your users access to only the features that they require to complete their tasks.
CLM and DocGen Sample Permission Sets for HINS: Users don’t require access to all the features to perform their role’s tasks. For example, a runtime user doesn't need access to docusign setup and contract setup entities to run contract document generation, create versions, compare versions, reconcile contract documents, checkout, lock and unlock, and submit for contract approval. Use sample permission sets to give your users access to only the features that they require to complete their tasks.
CLMInd Admin All: Allows admin users to monitor, maintain, configure, and manage contract lifecycles. For example, you can set up entities, configure contract clauses, templates, and terms.
CLMInd Admin All Sample Permission Set: Allows admin users to monitor, maintain, configure, and manage contract lifecycles. For example, you can set up entities, configure contract clauses, templates, and terms.
CLMInd DocuSign Runtime All: Allows users to perform e-signature functions. For example, you can send a contract document for e-signature.
CLMInd Runtime All: Allows users to generate contract documents and manage contract lifecycles. For example, you can run contract document generation, version creation, version comparison, and contract document reconciliation.
CLMInd Runtime All Sample Permission Set: Allows users to generate contract documents and manage contract lifecycles. For example, you can run contract document generation, version creation, version comparison, and contract document reconciliation.
clmOSGenericSelectableItems Lightning Web Component: This Lightning Web Component is an OmniscriptBaseMixin that returns a list of generic objects. In this case, the LWC lists documents for sending eSignatures to DocuSign. These documents are attached to an object.
clmOsSelectRecipients Lightning Web Component: This Lightning Web Component is an OmniscriptBaseMixin that returns a list of contacts, and adds the routing number, recipient role, and recipient type for sending eSignatures to DocuSign.
Cloning a Contract Type: When creating a new contract type, Vlocity recommends cloning an existing contract type to start the process.
Comparing Contract Document Versions: You can compare two versions of a contract document side-by-side. The Compare Versions button is available on every contract document version. Click Compare Versions to open the side-by-side comparison window. Newer versions appear in the left side panel, while older versions appear in the left side panel.
Configure Access to Contract Documents for Org: The Contract Document Access Control custom setting indicates a user’s access to contract sections and contract redlining (redlining is a feature that is supported only for internal use at your company). You can configure the Contract Document Access Control custom setting for the entire org using this procedure.
Configure Access to Contract Documents for Profile: The Contract Document Access Control custom setting indicates a user’s access to contract sections and contract redlining (redlining is a feature that is supported only for internal use at your company). You can configure the Contract Document Access Control custom setting for profiles using this procedure.
Configure the Contract State Model: Contracts may have stringent compliance requirements. Therefore, you must follow specific rules regarding the Contract object. Certain actions can be performed by certain users, in certain states, and only certain state transitions are allowed. A Contract State Model defines the life cycle states for a contract of a specific Contract Type, as well as the valid state transitions. Use Vlocity Actions to move the contract between two valid states.
Configure the PDF Conversion Custom Option: You can set the PDF Conversion option from the PDFGenerationSource custom setting. What you select and the template type you're using, affects the availability of the documents that you can download and attach after generating documents.
Configuring a Custom Type Setting for Shorter File Names: If your generated file names will not exceed 80 characters, you must configure a new Contract Type Setting to set up a custom file name format. This example shows how to generate file names with the format <ContractNumber>_<ContractVersionName>.doc, for example: 1434242_Version_1.doc. In this case, the generated file name will never exceed 80 characters.
Configure the Contract Approval Process: When configuring the Vlocity Contract State Model, you must configure the Field Update Action in both the Final Approval Actions and the Final Rejection Actions. Then, the contract status will reflect the settings when the contract is approved or rejected.
Configuring the PDF Document Template Custom Setting: The PDF Document Template custom setting controls the active template name for an object. This document provides Vlocity CLM with a template when a contract is created. You can create a PDF Document Template setting for any object from which you make contracts.
Continuing to Customize a Contract Document: If you started to customize a contract, but were interrupted and could not check in the document, you can continue the customization.
Contract Administration Example: In the example in the procedure, you want to create a new contract type named Nondisclosure Agreement that allows the Salesperson profile to create Nondisclosure Agreements and allows the Legal Analyst profile to create clauses and document templates that are applicable only to the Nondisclosure Agreement Contract Type.
Contract Authoring Concepts: Using Vlocity CLM, contract authoring is a standardized and repeatable process. Contracts are based on document templates, which are based on clauses from the clause library. The clause library is a collection of pre-approved legal language and terms. Once created, a template can be used to build multiple contracts, ensuring that only legally approved terms appear in the contract. Vlocity CLM tracks any changes a user makes to a contract, indicating the individual’s name. Approvals are obtained before a contract is sent to a customer.
Contract Creation: Vlocity supports contracts on opportunities, orders, and quotes. If the contract was created from an opportunity, when the opportunity becomes a quote, Vlocity CLM copies the contract reference from the opportunity to the quote.
Contract Document Management: Contracts require negotiation. Changes in a contract may require that it be sent for approvals and signatures. The administrator can configure which types of changes require approval. For example, if a change to the contract affects pricing, approvals or signatures are required. However, if a change does not affect pricing, such as a typo or name misspelling, approvals or signatures are not required.
Contract Generation in Batch Mode: Contract generation can handle up to approximately 100 line items with good performance. To create documents with more than 100 line items, generate the contract in batch mode. Batch mode is available for object- or JSON-based Vlocity Web Templates, provided a Custom Section is used to fetch and format lines. This topic tells you how to create the custom Apex class and template required for batch generation, and how to batch-generate topics.
Contract Lifecycle Concepts: Each contract has a life cycle to progress through. For example, a contract could start in Draft status, where the contract author drafts the contract. Salesforce CLM generates a contract document. The contract requires internal approvals, so the status changes to In Approval. Then, the contract is negotiated, so the status becomes In Negotiation. When the contract is signed, the status becomes Signed. After the customer signs the contract, there may be a need for additional internal approvals. Finally, Salesforce CLM activates the contract and places in the Active status.
Contract Lifecycle Management Overview: Using Vlocity Contract Lifecycle Management (CLM), you can create and maintain the entire life cycle of contracts associated with opportunities, orders, quotes or other Salesforce custom objects. Vlocity CLM integrates contract creation with the sales process, which means contracts are carried forward through the different stages of a sale from opportunity to quote to order. You can also create standalone contracts that are not part of any sales process. For example, you can create non-transactional contracts such as NDAs or partner agreements.
Contract Objects: Vlocity CLM is native and additive to Salesforce. Vlocity CLM uses the standard Contract objectContractLineItem__c and extends it to integrate with the Opportunity, Order, Quote, Product, and Account objects.
Contract Types: Contract Type is a custom object that specifies the type of the contract document. Using the Contract Type object, you can manage different types of contracts within one org. You can configure each contract type to provide access to the appropriate users, define stages and approvals for contracts, define clauses and templates specific to each contract type, and specify other parameters, such as DocuSign reminders. You can have different types of contracts with different state models, templates, clauses, DocuSign, such as nondisclosure agreements, sales contracts, and so on.
Contracts Concepts: Contracts formalize the terms and obligations of a business relationship; for example, the process and other terms and conditions under which a customer is buying products and services from a provider. Vlocity centralizes contract management in a single repository built on Salesforce, and enforces the life cycle of each individual contract and its associated documents.
Create a Community: In Setup, you can create a community site for your end users.
Create a Community: In Setup, you can create a community site for your end users.
Create a Custom Setting for Named Credentials: This configuration is for the named credential that Vlocity uses to create the content distribution. To create a custom setting for your named credentials, complete the following.
Create Custom Hyperlink Fields in your Object: You can create a custom text field in any object (standard or custom). You must map the text field in your object using Omnistudio Data Mappers to render the hyperlinks in the generated document.
Create Custom Image Fields in your Object: Create a custom text field in any object (standard or custom) from where you want to fetch your image. You must map the image API name from your object using Omnistudio Data Mapper to render the image in the generated document.
Create Custom Rich Text Fields in your Object: You can create a custom rich text field in any object (standard or custom). You must map the rich text field in your object using Omnistudio Data Mappers to render the rich text content in the generated document.
Creating a Clause: Typically, contract administrators, legal analysts, business analysts, or product managers create templates and clauses.
Creating a Contract from a Custom Object: When a customer is using custom objects or a CPQ application that is not Vlocity CPQ, the customer may configure Vlocity CLM to create contracts from other object pages. This application could also use the Field Mapper.
Creating a Contract from an Opportunity, Order, or Quote: When you create a contract from an opportunity, order, or quote, Vlocity CLM automatically links the contract record to the parent object record from which it was created. For example, Vlocity CLM automatically links the contract record to the opportunity.
Creating a Custom Section in a Contract Template: To create a custom section in a contract template that you intend to generate using batch mode, edit the template using the Document Template Designer.
Creating a Frame Agreement: Frame agreements give you the ability to set up the pricing terms and general terms for future sales. However, unlike a sales contract, this frame agreement does not necessarily mean a customer is promising to buy products but is interested in locking down prices and terms for orders that may be placed in the future.
Creating a New Contract Record Page Layout: The Contract page layout must contain these two Visualforce pages: ContractActionBar displays the action buttons at the top of the contract and ContractDocumentNewDisplay displays the contract document management component. The default Contract record detail page includes these sections actions, contract documents, contract line items, approval history, replacement contract, sub contract, amendment contracts, contract document envelopes.
Creating a New Microsoft Word Template: You can use your own Microsoft Word template to include header and footer information, logos, and watermarks, and to change the default fonts and formatting.
Creating a New Version of a Contract Document: You click Generate to generate the first version of a contract document. When a contract document has already been generated, you can generate a new contract document, using the same template or a different template. The new generated contract document reflects changes to the contract data and template.
Creating Contract and Contract Line Items Based on Custom Objects: You can map custom objects to Contract objects. In this example, Custom_Object1__c is the parent object, which maps to Contract, and Custom_Object2__c is the child object, which maps to ContractLineItem.
Creating General Terms: For sales contracts or frame agreements, contract administrators can define General Terms. General Terms are non-pricing terms, such as payment period, termination notice period, warranty duration, and so on.
Customizing a Contract Document: Customize a contract by changing the contract document. You can start a contract with a document template, but you usually need to edit, or customize, the specific contract. You check out a contract to customize it, ensuring that versions are managed properly. When you check out a contract document, sections that appear in gray are restricted. You cannot change them. When you are finished customizing a contract document, you save it and check it in.
Customizing the Generic Document Generation Omniscript: The Generic Document Generation Omniscript applies to JSON-based templates only. Read about each step and how Vlocity designed the Omniscript to work. You can clone and modify it as needed, and launch it from any page or from any record.
Deactivate a Rule: You can deactivate rules. You want to deactivate rules when migrating Vlocity CLM to another org, for example.
Define Short Names for Clauses: To use tokens for document clauses in Microsoft Word files, the first task is to define short names for the clauses.
Defining a Contract Type: When you define a contract type, you configure it. When you create a contract that uses that contract type, the contract document inherits the configuration. You can configure the following options on the Contract Type object:
Defining Vlocity Actions for Contracts: Document actions are Vlocity Actions of link type Document. You can configure all document actions. You can add more filter conditions, change the validation classes and methods, and invoke classes or methods. The actions are defined with the Is Seed Action option is true. You cannot delete or clear them, but you can set them as inactive. You must ensure that any combined filters are valid SOQL.
Delete Client-Side Fonts in CLM: Complete these steps to manually delete fonts, or follow the instructions in the Vlocity Installation Assistant on the Diagnostics tab for the Delete Extended Font step.
Deleting Document Versions: You can delete document versions of your contracts by editing the page layout of the contract.
Document Generation 2.0 for Managed Packages: The document generation application helps you generate various types of documents such as quotes, proposals, and contracts by using Salesforce data. To use Document Generation 2.0, customers on the Industries Communications, Media, Energy & Utilities (CME), Insurance (INS), Vlocity Government (PS), and Omnistudio managed packages must provide in-app consent.
DocGenInd Design All: Allows users to create and edit document templates. For example, you can configure document clauses and templates.
Document Generation for Community Guest Users Overview: Guest users can only use the docGenerationSample/singleDocxLwcGuestUser Omniscript to generate documents for opportunities, quotes, orders, or contracts. You must complete additional setup tasks and configuration to use the Omniscript.
Dynamic Hyperlinks for Client-Side Document Generation: Using hyperlink tokens in Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic URLs in generated .docx and .pdf files. For example, with dynamic hyperlink tokens, you can insert a hyperlink for every product ordered that directs you to the product specification web page.
Dynamic Images for Client-Side Document Generation: Using image tokens in a Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic images in generated .docx and .pdf files. With dynamic image tokens you can insert images such as product images, barcodes, pie charts in your document.
Dynamic Rich Text for Client-Side Document Generation: Using rich text tokens in a Microsoft Word document template, you can insert rich text content in generated .docx and .pdf files. With dynamic rich text tokens, you can display the product details as a block of information with its original formatting in your generated document. The product details are stored in a rich text field of a Salesforce object.
Edit the Connected App: After you set up the connected app, you must make the following changes to it.
Editing the Default Microsoft Word Template: Using Vlocity CLM, you can generate contracts in Microsoft Word format. The Microsoft Word contract document can include headers and footers, repeating logos, and page numbering.
Add Line Breaks in Generated Documents: You can use the Add Space After Content document template setting to add line breaks in the generated DOCX and PDF documents. By default, this setting is disabled. In Web Templates, enabling this setting adds line breaks between sentences within a section in the generated DOCX and PDF documents.
Enable Append Space After Element Contract Type Setting: In Winter ‘24 and Summer ‘23, for Vlocity Web Templates, you can use the AppendSpaceAfterElement contract type setting to add space between paragraphs in the generated .docx and .pdf documents.
Enabling or Disabling Contract Redlining at the Org Level: To enable contract redlining, the Contract Management Configuration custom setting, TrackContractRedlines must have the Setup Value Yes. If this custom setting is No, contract redlining is disabled for the entire org.
Improve the Readability and Overall Look of Contract Documents: Add line breaks in the generated contract documents by enabling the new Add Space After Content setting. The previously introduced Add Space After Content Setting in the Default document template setting is no longer applicable to add line breaks.
Exporting Vlocity Actions for Contracts: To export an Action, ycheck out an Action and edit the layout, add a custom Import/Export button, and export the action in a DataPack.
Exporting Vlocity Layouts and Cards: When migrating to a new org, you must export any applicable Vlocity Cards framework components, particularly those that you modified. The Vlocity Cards Framework supports versioning for all components (layouts, cards and templates). Only active versions are exported.
Exporting Vlocity Templates: When migrating to a new org, you must export any Vlocity Templates you are using, especially if you modified them.
Frame Agreements: You can use frame agreements to set up product-level, category-level, and account-level discounts and use them to drive pricing of future sales. Frame agreements can also hold general terms (non-pricing terms such as payment period, warranty duration, and so on).
Generating a Contract Document: Vlocity CLM generates a contract document from a document template associated with the contract. Vlocity CLM stores the contract document in HTML format, but you can create Microsoft Word or PDF contract documents.
Generic DocuSign API: You can use the Generic DocuSign API to send one or more generated documents for eSignature. Your generated documents can be associated with either standard or custom objects.
getDocuments Method: This method delegates the task, by default, to the VOI class DefaultDocuSignDocumentSelector that queries from both the ContentVersion and Attachment objects. The class expects an input parameter objectId that refers to the object whose documents are to be fetched.
getNotificationSettings Method: This method returns reminder and expiration notification settings for a specific standard (Order, Opportunity, and Quote) or custom object configured to use the generic DocuSign feature.
getRecipients Method: This method delegates the task, by default, to the Vlocity Open Interface (VOI) class DefaultDocuSignRecipientSelector that queries from the Contact object and returns a list of recipients.
Hide Document Template Designer tab or Vlocity Document Template tab: If you installed the Omnistudio package before installing the Salesforce Industry package in your org, the Document Template Designer and Vlocity Document Template options appear in the App Launcher. When you select either of the two options, the application navigates you to the Select the Document Templates window to choose the document template type.
Importing a DataPack: Before importing a DataPack, go to Vlocity Cards and Vlocity Omniscript Designer to deactivate any layouts that could be affected by the import. You may also need to deactivate any Vlocity Templates that could be affected by the import.
Large Quotes to Contracts Overview: When you have large quotes with several lines or a large quote with several child quotes, you can asynchronously create contracts for those quotes.
Map Fields In Field Mapper for Vlocity CLM: Vlocity CLM uses Field Mapper to create contracts. You can map fields from opportunities, orders, and quotes to fields in contracts. Field Mapper maps data to move it between custom objects and Vlocity Contract and Contract Line Item objects. Both the create contract and renew contract processes use field mappings.
Map Hyperlink Tokens in the Omnistudio Data Mappers: Using hyperlink tokens in the Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic URLs in the generated .docx and .pdf files.
Map Image Name to Custom Image Field in Your Object: After you’ve uploaded an image to your org and created a custom field in your object, map the image name in the object's custom field. Using Omnistudio Data Mapper you can render the image in the generated document.
Map Image Tokens in the Omnistudio Data Mappers: Using image tokens in the Microsoft Word or Microsoft PowerPoint document templates, you can insert dynamic images in the generated .docx and .pdf files. The image token must start with IMG_, for example, {{IMG_header}}. Salesforce supports the use of single image, multiple image, and loop image tokens. Using Omnistudio Data Mappers you can extract the images from the org and also define the height and width of the images.
Map Rich Text Tokens in the Omnistudio Data Mappers: Using rich text tokens in the Microsoft Word document templates, you can insert rich text content in the generated .docx and .pdf files. The rich text token format is {{RTB_<richtexttokenname>}}, for example, {{RTB_Header}}.
Metering and Throttling: Metering measures resource utilization levels and throttling controls resource access and use based on defined rules.
Modify String Translations in Vlocity Product Console: Product administrators who are responsible for product catalog administration and life cycle or contract generation configure the base language and can modify the translated strings in the Vlocity Product Console.
Industries Vlocity Documentation Locations: As part of the Salesforce acquisition of Vlocity, the documentation previously at Vlocity Help Center is available on Salesforce Help and Training under Additional Products.
Multi-Site Delete API: Deletes the Contract and child records to the Contract and related record. The API uses configurable Integration Procedures and Omnistudio Data Mappers in an asynchronous call for the processing of a large amount of data.
Multi-Site Quote to Contract API: Converts the specified quote and it child records to a contract and related record. The API uses configurable Integration Procedures and Omnistudio Data Mappers in an asynchronous call for the processing of a large amount of data.
Omnistudio Package and Salesforce Industries Package: You can now install both the Omnistudio package and Salesforce Industry package in the same org. If you install the Omnistudio package first, this dual installation feature lets you choose the required document generation capabilities. With enhanced document generation capabilities, you get seamless guided workflows to design templates and generate documents.
Optional: Create CLM and DocGen Sample Permission Sets for CME Spring '22: You can also optionally deploy and install sample permission sets. The sample permission sets provide object, class, and page access. You can use these samples with either Managed Package Licenses or Permission Set Licenses.
Optional: Create CLM and DocGen Sample Permission Sets for CME Summer '22: You can also optionally deploy and install sample permission sets. The sample permission sets provide object, class, and page access. You can use these samples with either Managed Package Licenses or Permission Set Licenses.
Optional: Create CLM and DocGen Sample Permission Sets for HINS Spring '22: You can also optionally deploy and install sample permission sets. The sample permission sets provide object, class, and page access. You can use these samples with either Managed Package Licenses or Permission Set Licenses.
Optional: Create CLM and DocGen Sample Permission Sets for HINS Summer '22: You can also optionally deploy and install sample permission sets. The sample permission sets provide object, class, and page access. You can use these samples with either Managed Package Licenses or Permission Set Licenses.
Optional: Guest Users for CME Spring '22: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript.
Optional: Guest Users for CME Summer '22: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript.
Optional: Guest Users for CME Winter '22: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript. To set up guest users, see Document Generation for Community Guest Users Overview.
Optional: Partner Communities for CME Winter '22: You can set up your partner community user to access the same CLM functionality as your internal end users. To set up Partner Communities, see Partner Communities Overview.
Optional: RollbackDRChanges Setting for CME Spring '22: If the Omnistudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the Omniscript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: RollbackDRChanges Setting for CME Summer '22: If the Omnistudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the Omniscript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: RollbackDRChanges Setting for CME Winter '23 and Later Releases: If the Omnistudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the Omniscript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: Set the Contract Line Item Trigger for CME Spring '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set the Contract Line Item Trigger for CME Summer '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set the Contract Line Item Trigger for CME Winter '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set the Contract Line Item Trigger for CME Winter '23 and Later Releases: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set Up Guest Users for CME Spring '22: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript.
Optional: Set Up Guest Users for CME Summer '22: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript.
Optional: Set Up Guest Users for CME Winter '22: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript.
Optional: RollbackDRChanges Setting for HINS Spring '22: If the Omnistudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the Omniscript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: RollbackDRChanges Setting for HINS Summer '22: If the Omnistudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the Omniscript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: Set the Contract Line Item Trigger for HINS Spring '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set the Contract Line Item Trigger for HINS Summer '22: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Optional: Set the Contract Line Item Trigger for HINS Winter '22: If the contract line item trigger is off, contract line items can have different Start date and End date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Overview of New and Enhanced Features in Fall '20: This release of Contract Lifecycle Management includes the following new features: DocuSign functionality enhancements, document reconciliation enhancements, web template enhancements, asynchronous quote to contract creation process, extended fonts support, document templates for community users.
Overview of New and Enhanced Features in Spring '22: This section provides a summary of new features and enhancements in the Spring '22 release of Contract Lifecycle Management. It includes enable server-side document generation, provide CLM and DocGen users more access with permission set licenses for Vlocity Insurance and Vlocity Health, sample permission sets for Vlocity Insurance and Vlocity Health, provide users more access with permission set licenses for Salesforce Industries Communications, Media, and Energy, and sample permission sets and permission set groups for Salesforce Industries Communications, Media, and Energy.
Overview of New and Enhanced Features in Spring '20: This release of Contract Lifecycle Management includes the following new features related to lightning web components for Omniscript use, clmOSDocxGenerateDocument, clmDocumentPreviewer, clmPdfConverter, and clmShowPdfThumbnail.
Overview of New and Enhanced Features in Summer '22: This section provides a summary of new features and enhancements in the Summer '22 release of Document Generation. It includes using image, hyperlink, and rich text tokens in a document template, to insert dynamic images, hyperlinks, and rich text in generated .docx and .pdf files. Customer Community Plus, Customer Community, and Partner Community users can now generate documents using client-side and server-side Omniscripts.
Overview of New and Enhanced Features in Summer '19: This release of Contract Lifecycle Management includes the following new features: Vlocity Installation Assistant, Vlocity Client-Side PDF Converter, Embedded Document Viewer, Document Attachments, and Contract Documents Automatically Created For DOCX Templates.
Overview of New and Enhanced Features in Winter '19: New features and enhancements have been added to Vlocity Contract Lifecycle Management in the Winter '19, specifically related to Frame Agreements, Document Clauses, General Terms, and Attachment Download Configuration.
Overview of New and Enhanced Features in Winter '20: This release of Contract Lifecycle Management includes the following new features related to CLM for partners, single document generation Omniscript (LWC), multiple document generation Omniscript, single document generation Omniscript, and document generation plus (Beta).
Overview of New and Enhanced Features in Winter '22: This release of Contract Lifecycle Management includes the following new features. It includes: Test Template Functionality, VF and LWC Omniscripts, and Install Omnistudio Foundation and Salesforce Industry Packages.
Page Layouts: You create a new page layout and use that for the page layout for the Partner Community Login User profile.
Page Layouts: You can customize the page layout for the Partner Community Login User profile.
Partner Communities Overview: You can set up your partner community user to access the same CLM functionality as your internal end users. For server-side document generation to work, the execution mode for Integration Procedure must be set to Synchronous. Otherwise, document generation will fail for digital experience users.
PDFTron Legal Licensing: PDFTron legal licensing is required for saving Contracts in PDF format.
Optional: RollbackDRChanges Setting for HINS Winter '23 and Later Releases: If the Omnistudio Perm is enabled in your org, then you need to configure the RollbackDRChanges setting. With the RollbackDRChanges value set to true, while generating the document, the Omniscript pulls the Omnistudio Data Mapper Transform values and maps the tokens with actual data in the document template.
Optional: Set the Contract Line Item Trigger for HINS Winter '23 and Later Releases: If the contract line item trigger is off, contract line items can have different start date and end date values than the contract. If the contract line item trigger is on, contract line items automatically have the same Start Date and End date as the contract.
Post-Installation and Post-Upgrade Steps for Vlocity Contract Lifecycle Management: After you install or upgrade to a new release of Salesforce Industries Communications, Media, and Energy, or Vlocity Health, Vlocity Insurance, or Vlocity Government you must complete post-installation or post-upgrade steps for Vlocity Contract Lifecycle Management.
Post-Installation Steps for Vlocity Contract Lifecycle Management: After you install a new release of Salesforce Industries Communications, Media, and Energy, Vlocity Health, or Vlocity Government, you must complete post-installation steps for Vlocity Contract Lifecycle Management.
Post-Upgrade Steps for Vlocity Contract Lifecycle Management: After you upgrade to a new release of Salesforce Industries Communications, Media, and Energy, Vlocity Health, or Vlocity Government, you must complete post-upgrade steps for Vlocity Contract Lifecycle Management.
Previewing a Contract: You can preview a contract in HTML format. You can also generate a PDF or Microsoft Word document from the HTML document and attach that document to the Contract object. You can do this for both active and inactive versions of the contract document.
Process Dynamic Hyperlinks During Client-Side Document Generation: Using hyperlink tokens in a Microsoft Word or Microsoft PowerPoint document templates, you can now insert dynamic URLs in generated .docx and .pdf files. For example, with dynamic hyperlink tokens, you can insert a hyperlink for every product ordered that directs you to the product specification web page. The hyperlink token format is {{HYP_<hyperlinktokenname>}}, for example, {{HYP_Salesforce Website}}.
Process Dynamic Images During Client-Side Document Generation: Using image tokens in a Microsoft Word or Microsoft PowerPoint document templates, you can now insert dynamic images in generated .docx and .pdf files. With dynamic image tokens you can insert images such as product images, barcodes, pie charts in your document. An image token format is {{IMG_<imagetokenname>}}, for example, {{IMG_header}}.
Process Dynamic Rich Text During Client-Side Document Generation: Using rich text tokens in a Microsoft Word document template, you can now insert rich text content in generated .docx and .pdf files. With dynamic rich text tokens, you can display the product details as a block of information with its original formatting in your generated document. The rich text token format is {{RTB_<richtexttokenname>}}, for example, {{RTB_Header}}.
Optional: Guest Users for CME Winter '23 and Later Releases: For guest users to use an Omniscript that generates documents for opportunities, quotes, orders, or contracts, you must complete additional setup tasks and configuration of the Omniscript.
Reconciling Contract Documents: You can use Vlocity CLM to generate a Microsoft Word document. After that, you can download that document, edit it, send it to others in your organization, and have them edit it as well. When you receive the edited document, you can import the document into Vlocity CLM and reconcile the changed Microsoft Word document with the online contract document. Note that restricted sections are not modified.
Redlining a Contract Document for Web Templates: Vlocity CLM tracks changes using redlines for internal use at your company. This helps you track changes that have been made to a contract while you are internally customizing the contract. Vlocity CLM tracks every change that anyone at your company makes to any contract.
Renewing a Contract: Vlocity CLM can generate renewal notifications before contract expiration.
Replace the Contracts Action Toolbar: You can replace an existing Contracts action toolbar (a Visualforce page) with a Vlocity Action toolbar (a Lightning component).
Replace the Opportunity Action Toolbar: You can replace an existing Opportunity action toolbar (a Visualforce page) with a Vlocity Action toolbar (a Lightning component).
Replace the Order Action Toolbar: You can replace an existing Order action toolbar (a Visualforce page) with a Vlocity Action toolbar (a Lightning component).
Replace the Quote Action Toolbar: You can replace an existing Quote action toolbar (a Visualforce page) with a Vlocity Action toolbar (a Lightning component).
Replacing Action Toolbars with the Vlocity Action Toolbar: You can replace your existing action toolbars (a Visualforce page) with the Vlocity Action toolbar (a Lightning component) so that you no longer need to manually refresh the page.
Retrieve and Reprocess Blocked Requests: After creating an Apex class, run the code for retrieving blocked requests in the Developer Console. Ensure that the start time and end time are defined in the sample code to retrieve blocked requests.
Run Apex Code for Customer Community User: Run the apex code to enable customer community users to generate documents. Before running the Apex code, you must make a note of the customer community name from the All Sites, and replace the community name place holder in the code.
Salesforce PDF Rendering Service: CLM is required to use this option for Web templates run in non-batch mode and uses this option for these Web templates regardless of what you enter in the PDFGenerationSource custom setting. Salesforce PDF Rendering service has its limitations.
Sample Custom Class for Hyperlinks and Rich Text: Using the getTokenData method in a custom class, you can pull the hyperlink and rich text data. You must include these elements when you create a custom class to use in a Microsoft Word or Microsoft PowerPoint document template.
Sample Custom Class To Retrieve Images: You can retrieve an image using custom logic with a custom class implementation. Instead of uploading an image to files, or static resources, you can use custom logic to retrieve an image using an image ID.
Sample Permission Sets for Vlocity Insurance and Vlocity Health: Use the sample permission sets to give your users access to only those features that are essential for performing their tasks, such as read-only access or create and edit record access. Each permission set grants a different level of access to a different set of objects and fields. You can customize the permission sets. Salesforce recommends sample permission sets for Vlocity Insurance and Vlocity Health to easily grant the right access to your users.
Scheduling a DocuSign Job to Poll for Document Signed Status: Vlocity Contract Lifecycle Management provides an Apex class called ContractEnvelopeStatusScheduler that you can schedule to poll DocuSign for statuses of envelopes submitted as part of the eSignature process. If you schedule this class from the Salesforce UI, it can only be scheduled every hour (this is intended Salesforce behavior). However, you can schedule the class from the Developer Console at more frequent intervals. Since DocuSign places its own 15-minute minimum interval requirement in between two successive calls, the following example shows how to schedule using schedulers that run 15 minutes apart, so that four jobs are run every hour. You can run this with less number of schedulers if you want to poll DocuSign less frequently.
Select Templates for CLM or Foundation DocGen: If you installed the Omnistudio package before installing the Salesforce Industry package in your org, selecting either the Vlocity Document Templates or Document Template Designer tab asks you which template type you want to create. You’re redirected to the appropriate tab for your choice. The Vlocity Document Templates lets you create CLM templates. The Document Template Designer tab lets you create Foundation Document Generation templates.
Selecting Your Locale Settings: The Salesforce settings for language, locale, and time zone affect how objects, such as Accounts, Contracts, Leads, or Opportunities, are displayed.
sendEnvelope Method: This method enables a new DocuSign transaction. When a contract document is available to send for eSignature, the org can programmatically send it to DocuSign. Vlocity CLM notifies the recipients and can include a message. You can configure who the recipients are, where in the contract they sign, and label and other text used.
Set Up a Connected App: You must set up a connected app first in order to allow guest users to download PDFs.
Set Up a Document Selector: Complete this procedure to return a list of documents to be attached to an envelope to be sent to DocuSign for eSignature for a custom object.
Set Up a Generic Recipient Translator: Complete this procedure to translate a recipient’s email notification to a specific language using a provided locale code.
Set Up a Recipient Selector: Complete this procedure to create a list of recipients that will receive the DocuSign envelope for signing or viewing for a custom Generic DocuSign APIGeneric DocuSign APIobject.
Set Up Apex Trigger for Customer Community User: To support document generation for customer community users, you must set up an apex trigger. The apex trigger checks for changes when you upload or replace a document in the template or when you create a document template.
Set Up Customer Community Plus User for Salesforce Industries: Perform these tasks to set up the customer community plus (digital experience) user in Salesforce Industries for document generation. For server-side document generation to work, the execution mode for Integration Procedure must be set to Synchronous. Otherwise, document generation will fail for digital experience users.
Set Up Customer Community User for Salesforce Industries: Perform these tasks to set up the customer community (digital experience) user in Salesforce Industries for document generation. For server-side document generation to work, the execution mode for Integration Procedure must be set to Synchronous. Otherwise, document generation will fail for digital experience users.
Set Up Named Credentials: Complete the following procedure to set up named credentials for the connected app. Vlocity uses the named credential to create the content distribution record and respective URL to download the document.
Set Up Object Permissions for Document Generation: Vlocity recommends that you set up a permission set for document generation, and assign it to the guest user profile. This is the best practice instead of adding these configurations directly to a profile.
Set Up Sharing Rules: Sharing rules grants guest users read access to records, according to the rule.
Set Up the Default Owner for Records: If you don’t set up a default owner and the security feature is enabled, the user who created the community is automatically assigned as the record owner.
Setting a Contract For Auto Renewal: You can save time by setting a contract for auto renewal using a scheduled apex job. The RenewContractBatchJobScheduler job can be initiated towards the end of a contract's current term to automatically extend the term. An email notification is sent to the customer based on the renewal notification setting.
Setting a Default Contract Record Type: You can set a default contract record type for a profile. When a user with that profile creates a new contract, the contract is based on the default record type.
Setting Up Custom File Name Formats: For Microsoft Word and PDF documents generated in CLM, you can specify a custom file name format for the generated files. For example, you could define the format for your file names as follows:
Setting Up the DocuSign System User: Each customer must have its own DocuSign account. The account may include multiple DocuSign users. Among the users, one is the Vlocity CLM API user. The DocuSign integration uses the DocuSign Send On Behalf Of (SOBO) feature. A single user in an account can authenticate for other account members.
Setting Up the DocuSign User Account: To integrate with DocuSign, a user must be a valid DocuSign user within the same DocuSign account as the Vlocity CLM user.
Setting Up the Remote Site: To configure DocuSign to work with Contract Lifecycle Management, you must connect Salesforce to a DocuSign account. You set up the DocuSign remote site as one of the websites your Salesforce org can invoke.
Sharing or Sending a Contract Document for Review: To send a contract document for review, you download it as a Microsoft Word or PDF file. Sending a contract for review is not the same as sending it for approval.
Submitting a Contract for Approval: Use the Contract State Model for approval and its transitions. Approvals can happen using email, the Vlocity web app, or the Vlocity mobile app.
Submitting a Contract for eSignature: DocuSign manages the contract document signature flow. After DocuSign gathers the signatures, DocuSign sends the signed contract document back. Vlocity CLM can automatically attach the signed contract document to the latest version of the contract. Vlocity CLM and DocuSign are integrated to use eSignatures.
Activating a Contract Document Template: You must save a contract document template before you can activate it. When you use a document template in a contract, you cannot deactivate the template. You must create a new document template version.
Client-Side Document Generation in CLM: Client-Side document generation is a synchronous process that results in a downloadable preview of the generated documents. You can generate documents from Microsoft Word (.docx), Microsoft PowerPoint (.pptx), and Web templates. These templates can include values from any JSON-based data in the text, including data from any Salesforce object. You can optionally convert the resulting documents to .pdf format.
CLM Omniscripts Overview: By using Vlocity Omniscripts, you can streamline your setup and workflow.
clmDocumentPreviewer LWC: Use this Lightning web component to show the previewer for Microsoft Word and Microsoft PowerPoint documents. This component is referenced in the clmDocxPreviewDocument LWC parent component. This CLM Lightning Web component can be used for showing the previewer with the download buttons. If a document is already attached, the component can either query for the document or access the contentVersionId provided as input.
clmOsDocxGenerateDocument Lightning Web Component: Use clmOsDocxGenerateDocument top-level Lightning Web Component (LWC) to generate and attach a Microsoft Word document and .pdf document for a given sObject.
clmOsDocxGenerateWordDocument Lightning Web Component: Use this top-level Lightning Web Component to generate and attach a Microsoft Word DOCX document or Microsoft PowerPoint PPTX document for any Salesforce object, including contracts, opportunities, quotes, and orders. This LWC contains the following components:
clmOsWebGenerateDocument Lightning Web Component: Use clmOsWebGenerateDocument top-level Lightning Web Component to generate and attach a Microsoft Word document and PDF document for a given sObject.
clmPdfConverter Lightning Web Component: Use this Lightning Web Component to convert Microsoft Word DOCX documents and Microsoft PowerPoint PPTX documents to PDF documents, and attach them to sObjects.
clmSelectableItems Lightning Web Component: Use this Lightning Web Component (LWC) to list all the Microsoft Word DOCX document templates or Microsoft PowerPoint PPTX document templates as a selectable item and fire an event when a template is selected.
clmUtils Lightning Web Component: This Lightning Web Component is used in other Vlocity CLM Lightning Web Components. However, the clmUtils LWC is a service Lightning Web Component. Unlike other LWCs, this LWC has only a configuration and JS files.If you plan to extend any Vlocity CLM LWCs or create your own LWCs to use in Vlocity CLM Omniscripts, you can use the following utilities.
Cloning a Document Template: You can clone an active template to create a new template. How you clone a template depends on which Vlocity application and version you are using.
Conditionalizing a Section Using Entity Filters: You can include a Vlocity Web Template section in a contract only if certain criteria are met using entity filters. The entity filter operates on the Contract Line Item object.
Conditionalizing a Section Using Product Lists: You can conditionalize a section to appear only if one or more products appear in the header item. Basic conditions include or exclude sections based on products.
Conditionalizing Line Items Using Formulas: You can include line items in a repeating content section or an item section in a contract only if certain criteria are met. In JSON-based mapping document templates, you can use formulas to display or hide line items in a repeating content or in an item section.
Configure Contract Type Settings: You must change the setup value to Yes for certain contract type settings for reconciling Microsoft Word documents from Microsoft DOCX Word templates.
Configuring Contract Document Settings: Contract settings such as signature required, restrictions on editing ,and auto-numbering can be configured at the document template level or the template section level.
Context Section Considerations: These guidelines for reconciling documents based on Microsoft Word DOCX templates can help you avoid errors when you create templates with context sections.
Contract Document Templates: A contract document template defines the structure, content, and format of a contract document. Document template content can come from predefined clauses in the clause library, Salesforce objects such as Contract and Contract Line Item, or input JSON data. Content is merged into the contract document during document generation.
Create a Context Section: Use context sections to mark and track changes to text areas in a Microsoft Word document. By setting up these context sections, you can see when reviewers make changes in later versions of the document.
Creating a Context Section in Document Template Designer: In a context section, you can include any text confined to this Vlocity Web Template. Context sections specify text to insert in a contract document based on context, for example, a contract header or a definitions section. You can type and format text in context sections.
Creating a Custom Section for Vlocity Web Templates: Custom sections in Vlocity Web Templates enable you to implement custom logic. If none of the other contract section types meets your business needs, you can define a custom section using an Apex class. You can define the class to do anything you need it to do, but the output must be HTML. The Apex class queries and formats data, and then returns an HTML response that is embedded into the document template.
Creating a Microsoft Word or Microsoft PowerPoint Template: Using Microsoft Word or Microsoft PowerPoint, create documents that contain formatted text, including tables of contents, tables, paragraphs, columns, and images. You can also include tokens, or variables, to merge data from a JSON source when you generate the document.
Creating a New Document Template Version: When you create a new version of a contract document template, contracts that use the previous template version will not change. Changes apply only to new contracts created using the new document template version.
Creating a New JSON-Based Template: In JSON-based document templates, data in JSON format can come from any source and can be mapped to tokens using Omnistudio Data Mapper, Omniscript, Apex code, or other available tools. The data is merged into the document when you generate the document.
Creating a New Object-Based Template: In an object-based document template, each token is mapped to a Salesforce object field. The object data is merged into the document when the document is generated. Object-based templates apply only to specific objects, such as Contract, Opportunity, Order, and Quote.
Creating a Repeating Content Section in the Document Template Designer: In a JSON-based mapping Vlocity Web Template, you can create the repeating content section. Use a repeating content section to display any type of repeating content. For example, you can use a repeating content section to display each line item in an order separately with its own formatting, its own unique attributes, and so on. Use the rich text editor to format the repeating content.
Creating a Signature Section: Signature sections indicate the place to obtain contract document signatures. The signature tokens, a part of the DocuSign integration, can be inserted into the signature section as part of the text. DocuSign recognizes these tokens when the contract document is sent to DocuSign to manage the eSignature process.
Creating an Embedded Template Section in Document Template Designer: Embedded templates are useful when creating product-specific terms and conditions. You can create a Vlocity Web Template to use within another Vlocity Web Template. The template that contains the embedded template is the parent template.
Creating an Image Section in the Document Template Designer: An image section can include text, but provides special processing for images. Image sections insert images into the body of the contract document. You can also add text with the image. Image sections are useful for including company logos and product images.
Creating an Item Section in the Document Template Designer: An item section in a Vlocity Web Template gets data from the contract line items. Item sections specify which columns from contract line items appear in the contract document. Item sections always appear in tables.
Customize CLM Templates: Use the CLM templates as a starting point for your own templates. You can clone the templates, and customize the details.
Document Generation and CLM Post Installation and Post Upgrade Steps: Post Install: After you install a new release of Salesforce Industries Communications, Media, and Energy, Vlocity Health, or Vlocity Government, you must complete post-installation steps for Vlocity Contract Lifecycle Management.
Document Generation Overview: With Document Generation, you can generate contracts, proposals, quotes, reports, non-disclosure agreements, service agreements, and so on. You can generate documents using the specified sample client-side or server-side Omniscripts. You can also create your own Omniscripts by cloning and customizing the sample Omniscript to generate documents.
Document Template Basics: In this section, you will see how to create, clone, map, update, activate document templates.
Document Template Designer: The Document Template Designer enables you to assemble the template and define the relationship between clauses and sections and the document template. You design templates in the HTML-based Document Template Designer.
Embedding Fonts in a Microsoft Word or PowerPoint Document: When you generate PDF documents using the Vlocity Client-Converter as your setting, you must embed fonts in Microsoft Word or PowerPoint. When you embed fonts, the document saves those fonts and the user will see those fonts regardless of whether the fonts are installed on their own computer.
Enable Server-Side Document Generation Setting for the Salesforce Industries Package: Server-Side document generation is an asynchronous process that's built for large and rendering-heavy documents and to generate documents in batches. Server-Side document generation is only supported in customer orgs, and it isn't enabled by default.
Formatting a Web Template: In Vlocity Web Templates, there are three levels of headings available in a contract document based, and you can choose how to format them. You can also change the font for the contract document body.
Inserting DocuSign Signature Tags: In Vlocity Web Templates, you can create signature sections. In Vlocity Document Templates based on Microsoft Word or Microsoft PowerPoint documents, you must insert the DocuSign signature tags directly into the Microsoft Word (.docx) or Microsoft PowerPoint (.pptx) file.
Install CLM Templates: Install and activate the templates to receive the latest versions if you did not already do that as part of your post-install or post-upgrade steps.
Mapping Tokens in a Section: Tokens, also known as variables, contain are placeholders for information from Salesforce fields or an input JSON source data structure. For example, you can insert a contact token that retrieves data from the Contract Name field or from a Omnistudio Data Mapper. Vlocity CLM generates the contract document by merging mapped contract data into the template, replacing tokens, and applying conditional logic to each contract section in the template.
multiDocxLwc Omniscript Steps: You can use the multiDocxLwc Omniscript to generate documents from more than one document template at a time. It supports both Microsoft Word templates and Microsoft PowerPoint templates.
multiDocxLwc Omniscript Structure: Review these properties in the multiDocxLwc Omniscript. If you want to customize the Omniscript, cloning and renaming a copy of this Omniscript is recommended.
multiPDFConvertLwc Omniscript Steps: The end user can use the multiPDFConvertLwc Omniscript to convert a generated Microsoft Word (.docx) or Microsoft PowerPoint (.pptx) document into a .pdf.
multiPDFConvertLwc Omniscript Structure: Review these properties in this Omniscript. If you want to customize the Omniscript, cloning and renaming a copy of this Omniscript is recommended.
Reconcile Documents for Microsoft Word DOCX Templates: To track changes in documents for Microsoft Word DOCX templates, you must configure custom settings, contract type settings, and set up context sections or clause sections.
Search for Docx Content Version IDs from Developer Console: The PDFConvertLwc Omniscript uses the ID of either a previously generated .docx or .pptx document to convert Microsoft Word and Microsoft PowerPoint documents into .pdf files.
Server-Side Document Generation in CLM: Server-Side document generation is available in both the Omnistudio Foundation and Salesforce Industries packages. Server-Side document generation is an asynchronous process that's built for large and rendering-heavy documents and for document generation in batches. The Server-Side document generation service is secure and scalable and is hosted on Salesforce Hyperforce. The generated document is stored in your Salesforce org, and is attached to the object for which it's generated. You can submit up to 1,000 server-side document generation requests per hour, per org.
Server-Side Document Generation Integration Procedures in CLM: The docGenerationSample/singleDocxServersideLwc Omniscript calls one of three Integration Procedures depending on its Service Function setting. Each of these Integration Procedures calls a different method of the DocumentServiceGateway Apex class by using different parameters.
Test a Web Template by Using Data: Test Template lets you quickly preview the Web template by using actual data. Ensure that you specify the mapping Omnistudio Data Mapper and extract Data Mapper or Custom Class in the document template. The Test Template button opens the docGenerationSample/singleWebLwc Omniscript. The singleWebLwc Omniscript requires either an object ID, Account ID, Contract ID, or Quote ID.
Understanding JSON-Based Mapping Contract Templates: Tokens, also known as variables, defined in the document template sections or inherited from clauses, can be bound to Salesforce object fields or input JSON data. The data is merged into document template sections when the final contract document is generated.
Updating a Document Template: Templates are versioned and only one version can be active at a time. You can’t update an active template. To update an active template, you must either deactivate it or create a new version.
Using Object-Based or JSON-Based Document Templates: There are two types of contract document templates, based on how token mapping occurs: object-based and JSON-based. Templates based on Microsoft Word and Microsoft PowerPoint documents must be JSON-based.
Using the docGenerationSample/multiDocxLwc Omniscript: The multiDocxLwc Omniscript supports generation of documents from more than one document template at a time. It supports both Microsoft Word templates and Microsoft PowerPoint templates. You enter the Object ID, pick templates, select different options for generating, and CLM generates the document.
Using the docGenerationSample/multiDocxVF Omniscript: This Omniscript generates documents from your Microsoft Word templates or your Microsoft PowerPoint templates. In addition, this Omniscript can generate documents from more than one document template at a time. You enter the Object ID, pick a template, select different options for generating, and CLM generates the document.
Using the docGenerationSample/multiPDFConvertLwc Omniscript: The multiPDFConvertLwc Omniscript converts a generated Microsoft Word (.docx) or Microsoft PowerPoint (.pptx) document into a .pdf. In addition, this Omniscript can convert more than one document at a time into .pdf files. You enter the Object ID, select different options for generating, and the Omniscript generates the .pdf documents.
Using the docGenerationSample/singleDocxLwc Omniscript: This Omniscript generates one document from your Microsoft Word DOCX document templates or your Microsoft PowerPoint PPTX document templates. You enter the Object ID, pick a template, select different options for generating, and CLM generates the document.
Using the docGenerationSample/singleDocxServersideLwc Omniscript: This Omniscript generates documents from your Microsoft Word DOCX or Microsoft PowerPoint PPTX templates using server-side generation. You enter the Object ID, pick a template, select different options for generating, and the Omniscript generates the document. There’s no preview. The resulting document is attached to the object for which it's generated.
Using the docGenerationSample/singleDocxVF Omniscript: This Omniscript generates documents from your Microsoft Word DOCX templates or your Microsoft PowerPoint PPTX templates. You enter the Object ID, pick a template, select different options for generating, and the Omniscript generates the document.
Using the docGenerationSample/singleWebLwc Omniscript: This Omniscript generates documents from Web templates. You enter the Object ID, pick a template, and the Omniscript generates the document, which you can download or email as a Microsoft Word file or PDF file.
Using the docGenerationSample/singleWebVF Omniscript: This Omniscript generates documents from your Web templates. You enter the Object ID, pick a template, and the Omniscript generates the document, which you can download or email as a Microsoft Word file or PDF file.
Using the Generic Document Generation Omniscript: This Omniscript generates documents from your Web document templates, Microsoft Word document templates, or your Microsoft PowerPoint document templates. In addition, this Omniscript can generate documents from more than one document template at a time. You enter the Object ID, pick a template, and CLM generates the document.
Vlocity Web Templates: When you create a document template in the Template Designer, the template is stored in Salesforce tables in HTML format. You can map tokens, or variables, in the document template to data from a Salesforce object or a JSON data structure. This data is merged into the document when the document is generated.
Terminating a Contract: You can terminate a contract for reasons that the contract administrator specifies.
Maintain the Consistency and Resilience of Server-Side Document Generation: Use throttling to manage the incoming server-side document generation requests. Throttling also prevents degradation of the document generation service due to the high volume of requests during certain hours. You must be on Spring ‘23 Document Generation release.
To Amend Frame Agreements: If you want to make changes to an existing frame agreement with an Active status, you can easily amend it. When you amend a Frame Agreement, the system does not automatically copy General Terms from the original contract to the amended contract. It also doesn’t apply standard terms defined by the contract type. This is expected behavior. The amendment flow carries forward only pricing and quote-related data. If needed, you must manually add or update General Terms in the amended contract.
To Update Frame Amendments: After your initial amendment, you can make updates to the amendment if necessary.
Tokens in Microsoft Word or Microsoft PowerPoint Documents: You can insert multiple types of tokens in a Microsoft Word or Microsoft PowerPoint document template, such as variables, repeating content, condition evaluation, dynamic images, hyperlinks, and rich text. During document generation, tokens are replaced with actual data in the generated document.
Why Can’t I Access the Industry DocGen Runtime Service?: An error appears during document generation if you don’t have access to the Industry DocGen Runtime Service. This issue occurs when the required managed package license for Industry Document Generation isn’t assigned. When you assign the managed package license, Salesforce grants the required permissions automatically, and no additional permission sets are required for document generation.
Understanding PDF Conversion in CLM: Starting with Summer '19, CLM converts generated files to .pdf format using conversion options based on the type of template. CLM uses the PDFGenerationSource custom setting to control what conversion option to use. Based on what you select and the template type you're using, this affects the availability of the documents that you can download and attach after generating documents.
updateEnvelope Method: This method lets you query for updates to an envelope/envelopes in intervals under 15 minutes. A scheduled job periodically polls DocuSign for updates made on all the envelopes sent and persists them on the organization’s envelope and recipient objects. These scheduled jobs can be set to poll at a minimum of only 15 minute intervals. To set shorter intervals for polling, use this method.
Upgrade to OAuth 2.0 Required to Manage DocuSign Integration: DocuSign has deprecated OAuth 1.0 authentication for the more secure OAuth 2.0. Industries Managed Package License users on Winter '23, released on January 10, 2023 (240.11) or later, must configure authentication provider credentials and add named credentials for DocuSign OAuth 2.0 by March 2024 to allow Document Generation to continue using DocuSign in Insurance, Communications, Media, and Energy and Public Sector managed packages.
Upload Images in your Salesforce Org: You can store the images in Static Resources, the Files, the Documents tab, or the Notes and Attachments of an object. You can store the images in any location. You must ensure that all the images that you want to render in the same generated document must be stored in a single repository.
Using Contract Lifecycle Management: Typically, a business administrator creates contract document templates and clauses. Other users can create and edit actual contract documents. Typically, you create contracts from Opportunities, Orders, or Quotes as a part of the CPQ flow.
Using the clm/asyncQuoteToContract Omniscript: This Omniscript creates contracts based on large quotes. Using the Object ID, you pick a template, and the Omniscript generates the document, which you can download or email as a Microsoft Word file or PDF file.
Using the GenericDocuSign/sendEsignature Omniscript: The sendEsignature Omniscript sends one or more generic documents (not generated from contracts) to DocuSign for eSignatures. You can send documents generated from other objects, such as quote, order, or opportunity, or send documents from custom objects.
Verify the Document Template Picklist for CME Spring '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Verify the Document Template Picklist for CME Summer '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Verify the Document Template Picklist for CME Winter '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Verify the Document Template Picklist for HINS Spring '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Verify the Document Template Picklist for HINS Summer '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Verify the Document Template Picklist for HINS Winter '22: Most likely you already have document template picklist set up with these values. From the type column check to make sure that you do have the appropriate picklist values configured, and if not add them.
Visualforce-Based Document Generation Omniscripts Are Being Retired: Starting Spring ’25, we’re retiring four Visualforce-based Document Generation Omniscripts from the Industries Communications, Media, Energy & Utilities, and Insurance managed packages. The affected Omniscripts are generic document generation, singleDocxVF, multiDocxVF, and singleWebVF. These Omniscripts and their clones are no longer supported by Salesforce and won’t receive any future updates. To continue using Omniscripts for document generation, transition to Lightning Web Component-based Omniscripts instead. Sample Lightning Web Component-based Omniscripts, such as singleDocxLwc, multiDocxLwc, and singleWebLwc, are already available in the Industries Communications, Media, Energy & Utilities, and Insurance managed packages. This change helps you take advantage of the latest features and functionalities from Salesforce, and create the documents that you need, when you need them.
Viewing a Contract Document by Section View or Page View: When you check out to customize a contract document, you can view the contract in sections or by pages. If the contract is several pages long, you can quickly access the different parts by viewing section by section. When you review a contract document, you can review the redlines much faster if you view it by sections.
Vlocity Action Buttons: You can edit the properties of Vlocity Action buttons according to your organization's needs.
Vlocity Client-Side Converter: With Vlocity Client-Side Converter option, you can take advantage of using more fonts. You can use default fonts, and also install certain extended fonts and custom fonts. For details, see Fonts for Client-Side Document Generation in CLM.
Vlocity CLM Custom Settings: There are two types of custom settings—those you set for the entire org and those you set at the Contract Type level. This table summarizes the Vlocity CLM Custom Settings.
Vlocity CLM Interface Implementations: The core of the Vlocity open architecture is the interface and implementation paradigm. An interface is a call out to business logic. The implementation is that business logic. Vlocity CLM uses several interfaces and implementations. Using the interfaces and implementations paradigm, you can change Vlocity CLM business logic. For example, you can control the default document template for any contract type, specify which lines from the parent object appear in the contract, and so on.
Vlocity Contract Lifecycle Management: Vlocity Contract Lifecycle Management (CLM) allows businesses to create and maintain accurate contracts associated with opportunities, orders, and quotes.
Vlocity Contract Lifecycle Management for Government: You can use features of Vlocity Lifecycle Management (CLM) for generic document generation for Vlocity Government. For example, you can generate dynamic documents for other purposes, such as proposals, order documents, and other agreements. These documents are typically generated as part of an Omniscript flow.
Vlocity Contract Lifecycle Management for Vlocity Insurance and Vlocity Health: You can use features of Vlocity Lifecycle Management (CLM) for generic document generation for Vlocity Vlocity Insurance and Vlocity Health. For example, you can generate dynamic documents for other purposes, such as proposals, order documents, and other agreements. These documents are typically generated as part of an Omniscript flow.
voidEnvelope Method: You can use this method to expire or void an envelope in DocuSign that has had no action taken on it. This method manually expires an envelope/envelopes associated with an object.
What's New in CLM and Document Generation: This section provides a summary of the new features and enhancements for Contract Lifecycle Management and Document Generation. Check back frequently as this page is updated after major releases.
Why Can’t I View Contract Documents Generated by Another User?: By default, from the Files tab, you can only view the documents you generated or the documents that are shared with you. To allow other users to view the documents generated by you, there are a few workarounds. You can share a document with a specific user, or provide a profile or user access to the Vlocity Document Template Library to view all the generated documents in the library.
Why Do I Receive Apex Errors When Changing a Contract Status?: The Vlocity State Model (also referred to as the Vlocity Contract Model) is a feature that allows organizations to implement contract status transitional validation to ensure that contracts comply with complex processes and industry regulations.
Why Do I See a License Required Error?: If you see a license required error message when you try to perform an action in the org that is part of a managed package, such as generate documents, run Omniscripts, create Omnistudio Data Mappers and so forth, check if the managed package license is assigned to you.
About Entity Relationship Diagram Notation: An entity relationship diagram (ERD), also known as an entity relationship model, is a graphical representation of an information system that depicts the relationships among people, objects, places, concepts, and events in that system.
Energy & Utilities Cloud Data Model: The Energy & Utilities Cloud data model is a comprehensive data model covering everything needed for a cloud front-office system for energy and utilities marketing, sales and service in both competitive and regulated markets.
Object Model Types: This topic explains the types of objects described in the object list for each vertical application.
Product Pricing ERD: A subset of the Industries Communications data model represents pricing, promotions, and discounts.
Business Customer ERD: A subset of the Industries Communications data model represents the business customer.
Cases in Communications, Media and Energy: With Communications, you can create different Case records depending on the type of issue a customer is having. Create billing cases for customers with billing complaints. Create service cases if there is something wrong with the service provided or a product associated with that service.
Context Discounts ERD: A subset of the Industries Communications data model represents context discounts.
Contracts ERD: A subset of the Industries Communications data model represents contracts.
Enterprise Quoting ERD: A subset of the Industries Communications data model represents quotes.
Order Management ERD: A subset of the Industries Communications data model represents order management.
Industries Communications Data Model: The Industries Communications data model is a comprehensive data model covering everything needed for a cloud BSS system across all communication markets (B2B, B2C, B2B2C) and all product lines (mobile, broadband, TV, fixed-line services, and other subscription services).
Salesforce Industries Communications, Media, and Energy Party Model: Any entity with which a customer does business is considered a party. All parties have a record in the Party__c object. Party relationships are useful for alternate relationships, such as contact-to-contact, account-to-account that are not partners, family relationships, and other relationships that do not fit the standard Salesforce relationship paradigm. The party model is proprietary intellectual property.
Industries Data Models for Communications, Media, Energy, Government, Health, and Insurance: Salesforce Industries provides industry-specific data models, built on top of the Salesforce object model, for each of the industries served by each cloud. The logical entity relationship diagrams (ERDs) provided in this section illustrate the important entities and relationships for a given topic. The ERDs illustrate how Salesforce extends the standard Salesforce object model to tailor it to the needs of each industry.
Vlocity Government Data Model: The Vlocity Government data model supports a range of social assistance programs, helping agencies and non-profit organizations to effectively deliver service to people and households. It is a comprehensive data model covering a range of services like housing program administration, health, human services case management, foster care administration, and program performance management.
Vlocity Health Data Model: The Vlocity Health Insurance data model is a comprehensive data model covering everything needed for a cloud front and middle office system across all health and health insurance businesses (large group, small group, individual (ACA), and Medicare Advantage).
Insurance and Financial Services Data Model: The Industries Insurance and Financial Services data model is a comprehensive data model covering everything needed to address the complexities and challenges faced by cloud based insurance and financial services systems across all insurance markets. The model covers concepts including customer management, producer management, insurance product management, policy rating and quoting, policy issuance and administration, claims management, and much more. The Insurance and Financial Services data model is a 100% additive extension of the standard Salesforce data model and is designed to work with Salesforce Financial Services Cloud. Each ERD page in this section illustrates the important entities, relationships, and extensions to the Salesforce object model. For a list of the data, system, and integration objects for the Insurance and Financial Services data model, see the object list below. To understand the notation used in these diagrams, see About Entity Relationship Diagram Notation.
Media and Entertainment Data Model: The Media and Entertainment data model is a comprehensive data model covering everything needed to address the complexities and challenges faced by cloud-based media and entertainment systems serving all markets (B2B, B2C, B2B2C) and product lines. The data model covers concepts including product catalog management with pricing and promotions, selling with opportunities, quotes and orders, contract lifecycle management, and much more. The Media and Entertainment data model is a 100% additive extension of the standard Salesforce data model that leverages all the relevant Salesforce objects. Each ERD in this section illustrates the important entities and relationships including the extensions to the Salesforce object model for a given functional area. For a list of the data, system and integration objects for the Media and Entertainment data model, see the object list below.
Advanced Use of the Async Engine: The Async Engine is a general-purpose engine that can execute any code or process that is provided. It also allows customization in several places to allow you to create a Turin Complete solution.
Async Engine APIs: You can use either REST APIs or Apex with the Async Engine APIs.
Async Engine Architecture: The Async Engine calls custom processes called async processes, which contain all the details to execute an API request. The Async Engine has important parameters, such as itemsToProcessList and additionalData.
Best Practices for the Async Engine: Return user-friendly message to display to an end-user and technical message to debug - Make sure your custom process return messages that can be shown to end-users (normally business error messages) and technical messages with the stack trace to help with debugging. If you don’t catch the error the Async Engine will and will log it.
Types of Custom Process: The Async Engine can call many different types of custom processes. Use any of the several available processes in your solutions that use the Async Engine.
Custom Async Engine Processes: The Async Engine creates custom processes to the custom VIPs or Apexes: StartProcess, ExecuteProcess, and FinishProcess. Each custom process has a specific and required input and output payload.
Data Model of the Async Engine: The architecture of the Async Engine is a solution that uses Apex Queueable jobs to call custom processes (VIP or Apex) and platform events to orchestrate or coordinate the execution of these processes or jobs. To use the engine, understanding the design of the engine is not required.
Delete Async Processes: Delete old Async processes in your org to free up storage. You can specify either a date range or a list of record IDs when running this API.
ExecuteProcess: This is the most important part of a Step. This code can be called 1000s of times, so ensure that it is extremely efficient and robust. The main business logic or process must be in this process. Use the StartProcess and FinishProcess as hooks to ensure that this process is efficient. We recommend that the ExecuteProcess be the first code, solution or process that you design or develop for your solution.
FinishProcess: This is an optional process that you can use to:
Limitations with the Async Engine: The Asynch Engine has some restrictions, such as API payload, processing, and maximum thread limits.
Bulk Async Engine For Cart APIs: Salesforce Asynchronous Apex offers multiple ways for running your Apex code asynchronously. However, creating complex processes that run efficiently on Apex can be time-consuming and difficult. The Async Engine abstracts the complexities of Apex to easily process long transactions and complex solutions. Developers can use the engine to create complex processes that are asynchronous and multi-threaded. Using the engine allows developers to increase throughput and reduce execution time. The Async Engine and its abstraction allows you to focus on business process and implementation.
Async Process Tracking and Debugging: To track and debug processes, add the Async_Engine_Develop_and_Manage_Design permission set to your user. With this permission set, you can use the Async Process tab. Before adding permission sets to users, ensure that you're aware of the security implications.
Async Engine Recommendations: We recommend using the Async Engine for several use cases, such as processing a large amount of data or using complex processes.
Security of the Async Engine: This section provides an overview of the security design of the Async Engine and how to create solutions that are secure by design.
StartProcess: This is an optional process in the Step. Use this process to:
Async Process Details: Click an Async Process to view detailed information about that process.
Async Process Job Details: To track and debug processes, you can review the job details for an async process, such as the status code for errors, error messages, and processed items.
Async Process Step Details: To view the process step details, click the specific step under the Async Process Details section.
Developer Documentation: Developer documentation includes descriptions of Apex interfaces, implementations, and services primarily used in Salesforce Industries Communications, Media, and Energy; and Vlocity Omnichannel Web REST APIs.
ABOAssetInterface: Line item objects include the AssetReferenceId__c field. For new orders, the AssetReferenceId__c field is initialized to be the order ID. The field is copied from the asset when the order is created. The ABOAssetInterface implementation determines whether to create a new asset or update an existing asset based on the value of the AssetReferenceId__c field.
AccountContextInterface: Handles evaluation of an account context map by merging all the individual context keys.
AccountContextParser: Handles evaluation of an account context map by merging all the individual context keys.
AccountTypeProductEligibilityImplementation: AccountTypeProductEligibilityImplementation looks up the Account service-level agreement (SLA) and record type associated with an opportunity, order, or quote and checks them against the Product Eligibility related list. Eligibility rules are defined as exceptions—they are exclusions instead of inclusions.
Action API: Return a list of actions of type VlocityAction__c.
Add a New Interface: Salesforce Industries supports many predefined interfaces and releases more interfaces with each upgrade. You can also add your own custom interfaces.
Adding a New Interface Implementation: After you have created a new implementation and associated Apex class, you can add that implementation to the appropriate interface.
AddPricebookEntryInterface: AddPricebookEntryInterface prevents an error from occurring when a child product, which has already been added as part of a parent product, does not have a price book entry. It is used especially for bundled child products.
AddressValidatorImpl: Returns a list of counties when a list of addresses are provided. The Validate method calls to SmartyStreets to validate whether the address passed in is valid and if it is valid, return the county to which this address belongs.
ApplicationScreeningBaseImpl: Calls validation on an application and populates the screening result and summary on the Application object.
ApprovalProcessInterface: Handles the submission of one or more cart-added discount records for approval.
ApprovalStatusInterface: Sets the initial value of the ApprovalStatus field for discount records in the cart.
AssetFilterInterface: The AssetFilterInterface provides a way to filter assets. Assets can be filtered based on billing assets, service assets, no contract assets, and more.
AssetsContextInterface: Handles evaluation of an asset context map by merging all the individual context keys.
AssetsContextParser: Handles evaluation of an asset context map by merging all the individual context keys.
Attribute Objects APIs: The Attribute Objects APIs control attributes and attribute categories. Attributes, formerly known as segments, describe objects.
AttributeAssignmentRuleService: Run attribute assignment rules for a specific record or as a batch job for an sObject type.
Availability and Eligibility Interface Implementations: Use the Availability and Eligibility interfaces to interrupt a flow to return specific items. For example, when you create a quote, you want Vlocity to return the available and eligible offers.
AvailabilityFlowOpenImplementation: The AvailabilityFlowOpenImplementation uses the Availability Rules flow to evaluate defined availability rules. The method getAllAvailabilityProducts returns all products with the reasons for availability or unavailability. The AvailabilityFlowOpenImplementation and availability rules flow are included in the unmanaged package.
AvailabilityRulesFlowImplementation: The AvailabilityRulesFlowImplementation runs the active availability rules that are defined in the Availability Rules flow. The AvailabilityRulesFlowImplementation and the Availability Rules flow are included in the unmanaged package.
Base URL Structure and Namespaces: All URLs in Vlocity Omnichannel Web APIs are relative to https://instance.salesforce.com/services/apexrest/namespace/
BundleContextInterface: Provides an optimized Map<String, Object> or List<Object> derived from the input.
CacheableFDOImplementation: Create and cache baskets during an asset-to-basket operation for use with Digital Commerce (Cacheable) APIs. CacheableFDOImplementation implements CacheableFDOInterface, which implements VlocityOpenInterface.
CacheableFDOInterface: Create and cache baskets that are created during MACD of assets based on the GroupContext. The next time MACD occurs with the same contextShape, it can be fetched from the cached object to reduce processing time.
CalculateUnitPriceImplementation: The CalculateUnitPriceImplementation calculates and updates the unit price for a set of line items based on the number of contracted months, which is passed in (NumberOfContractedMonths). The unit price (UnitPrice) drives the rollup to the opportunity amount (Opportunity.Amount), which drives the forecast amount, especially for customizable forecasts.
Calculation Procedure: The Calculation Procedure API is an end point to get the calculation procedure result based on one set of data.
Callable Implementations: Vlocity Apex classes and the Remote Actions of OmniScripts and Integration Procedures support the Callable interface beginning in the Summer '21 release.
Campaign APIs: Vlocity Relationship Manager enables sales advisors to create a call list campaign from customer contacts that Vlocity IQ has identified as potentially interested in a [document]. The Campaign APIs enable you to create and interact with these campaigns. POSTing to the /campaign resource streamlines creating the call list campaigns, with interested contacts and relevant documents attached in one API call. PUT updates the campaign status and members. GET accesses one or more campaigns that the current user has created from a given document.
CardCanvasController: The CardCanvasController implementation provides the Vlocity Cards framework and applications leveraging it with all of the methods required to perform any necessary operations within the Vlocity application.
CartContextInterface: Takes List<Strings> as input and converts it to an optimized List<Object> for generating a cart context key.
CatalogsOpenInterface: The CatalogsOpenInterface gets the children catalog IDs of a given parent catalog ID. You may want to modify the set of child catalogs that is returned, such as filtering out catalogs with zero products, or filtering based on other variables.
ConfigurePriceQuoteControllerInterface: Create objects at run time depending on the parentItem type. It creates quotes, orders, or assets and also syncs a quote to an opportunity. Any future syncing operations between opportunity, quote, order, and asset must be done by implementing the ConfigurePriceQuoteControllerInterface.
ContextDimensionMapper: Bridges service between Cart-Based and Digital Commerce context rules. Supports multiple scope evaluation for context rules.
ContextDimensionMapperInterface: Bridges service between Cart-Based and Digital Commerce context rules. Supports multiple scope evaluation for context rules.
ContextEligibilityBatchJobRecord: Runs the EcomDataProfileGenerator and RuleSetCombinationGenerator batch jobs and populates the cache with the results: eligible offers for individual context combinations.
ContextEligibilityBatchJobRecord: Runs the EcomDataProfileGenerator and RuleSetCombinationGenerator batch jobs and populates the cache with the results: eligible offers for individual context combinations.
ContextInputParser: Acts as a bridge between a context parser (which usually generates a context map) and a context key generator. Using this interface, users can write hook extensions for context parsers.
ContextInputParserInterface: Acts as a bridge between a context parser (which usually generates a context map) and a context key generator. Depending on the object type, this interface invokes the AccountContextInterfaceAccountContextInterface, AssetsContextInterfaceAssetsContextInterface, ContractContextInterfaceContractContextInterface, GroupContextInterfaceGroupContextInterface, or UserContextInterfaceUserContextInterface to parse context information for the object.
ContextRuleService: Evaluate rule conditions through the FormulaParser to qualify objects like Promotions and Products or to identify action sets when a penalty action occurs.
ContextService: Set the current user context so rules can be evaluated based on the current value of the context dimensions.
ContractContextInterface: Handles evaluation of a contract context map by merging all the individual context keys.
ContractContextParser: Handles evaluation of a contract context map by merging all the individual context keys.
CPQCartCheckoutMessages Interface: Allows you to customize the checkout experience by providing a way to override the various checkout-related flags and messages.
CPQCartCheckoutMessagesImpl:canCheckOutMessages Method: Allows you to customize the checkout experience by providing a way to override the various checkout-related flags and messages. This method returns the list of messages along with the Boolean value for each message.
CPQCartCheckoutMessagesImpl Class: Allows you to customize the checkout experience by providing a way to override the various checkout-related flags and messages.
CPQSubmitFlowImplementation: CPQSubmitFlowImplementation creates a quote, order, or asset based on the input object ID and action. CPQSubmitFlow executes a CPQSubmit action, which relies on the implementation defined for the ObjectCopierInterfaceObjectCopierInterface to copy and create the new objects.
Create a Customized Implementation: You can create an entirely new implementation or edit an existing implementation. In the following example, the ExtendedProductValidationImplementation implements the ProductValidationInterface.
Create Campaign: Create a campaign. Create a custom campaign member status. Return campaign members with default status and a campaign content document, if provided. The primary content document is also stamped at the campaign level.
CreateAsset: CreateAsset is a virtual class that creates an order with the listed account ID.
CreateOrder: CreateOrder is a virtual class that creates orders and order line items from the associated quotes and quote line items. The new order is associated with the account ID in the associated quote.
CreateQuote: CreateQuote is a virtual class that creates quotes and quote line items from the associated opportunity and opportunity line items.
Creating a Custom Context Parser: Depending on the object type, ContextInputParserInterfaceContextInputParserInterface invokes one of five interfaces to parse context information for the object. You can create custom context parsers for additional objects.
CtxRulesPriceElementsOpenImplementation: The CtxRulesPriceElementsOpenImplementation gets the qualified pricing elements based on the current context and the rule sets defined for a set of pricing elements.
CtxRulesPriceListsOpenImplementation: The CtxRulesPriceListsOpenImplementation get the qualified price lists based on the current context and the rule sets defined for a set of price lists.
CtxRulesProductsOpenImplementation: Gets the qualified products based on the current context and the rule sets defined for a set of products.
CtxRulesPromotionsOpenImplementation: Gets the qualified promotions based on the current context and the rule sets defined for a set of promotions.
Customer Stories and Story Quick Actions APIs: A story is a timeline of anything Salesforce logs for each customer or account. For a specified parent object, stories show the child objects in chronological order on one page. The Stories APIs get that information to display. Without these APIs, you would have to run multiple queries to get all of the child objects.
CustomPricingPlanStepImplementation: Given a set of line items and attributes, use the pricing matrix to determine their prices. Called using VlocityOpenInterface.
DataPacks APIs: The Vlocity DataPack APIs are not meant for general use.
DataProfileBatchJobRecord: Generates Products, Promotions, and PCIMap data for existing products related to each catalog.
DataProfileBatchJobRecord: Generates Products, Promotions, and PCIMap data for existing products related to each catalog.
DefaultAddPricebookEntryImplementation: Adds necessary price book entry values when they are null for the product. It is used especially for bundled children.
DefaultApprovalProcessImplementation: Submits one or more discount records for approval through Salesforce's approval process. If a record’s submission to the approval process fails, the record is auto-approved, which sets the ApprovalStatus to Approved. If the approval is successful, the ApprovalStatus is set to Pending.
DefaultApprovalStatusImplementation: If the Cart Level Discount Approval Required CPQ configuration settingCPQ Configuration Settings Reference is set to true, new or edited discount records have an ApprovalStatus value of Not Submitted. Discount records must be submitted to the approval process.
DefaultAvailabilityOpenImplementation: The DefaultAvailabilityOpenImplementation provides availability in a loosely typed interface. The DefaultAvailabilityOpenImplementation is nonoperative; it returns the input as output without modification. This default implementation returns the list of Price Book Entry values that was passed in the inputMap. Each output entry is enclosed in an ItemWrapper object using the itemWrapperList parameter outputMap. Availability messages are not associated with the items because availability rulesAvailability and Eligibility Rules are not evaluated.
DefaultBundleContextImplementation: Converts each product, promotion, or offer within a given bundle into optimized hash keys and returns a list of hash keys for the entire bundle.
DefaultCartContextImplementation: Returns the input as output without modification (nonoperative) to provide cart context in a loosely typed interface.
DefaultCatalogsOpenImplementation: DefaultCatalogsOpenImplementation currently has one method—getChildCatalogIds—that gets all the child catalog IDs of a parent catalog ID. This default implementation gets all child catalogs that have a Catalogrelatonship__c with the given parent catalog. You may want to modify the set of child catalogs that is returned, such as filtering out catalogs with zero products, or filtering based on other variables.
DefaultCloneFieldListImplementation: Generates the field list that a subsequent clone call uses. It uses getDescribe to get all fields in the object.
DefaultContractRenewalProcess: Creates opportunity, order, and quote line items based on the AutoRenewObjectCreation__c configuration.
DefaultCPQSubmitFlowImplementation: DefaultCPQSubmitFlowImplementation is nonoperative. It does not invoke the CPQ Flow. It provides a code example.
DefaultDiscountActivationImplementation: Activates cart-added discounts on checkout, activation of a Frame Contract, or both. Changes the value of the discount’s Status__c field to Activated.
DefaultEffectiveAssetImplementation: Provides a way to filter disconnected assets based on any field to indicate the disconnected assets and the disconnected dates.
DefaultEligibilityContextImplementation: Returns the input as output without modification (nonoperative) to provide context eligibility in a loosely typed interface.
DefaultGetConditionalTemplateSections: Pulls conditional sections based on the products in contract line items and pulls in all non-conditional sections.
DefaultGetContractTemplateNameImpl: Checks if the Contract Type AutoGenerateDocOnContractCreation option is true. If AutoGenerateDocOnContractCreation is true, the implementation gets the DefaultTemplateName from the contract type to use. The template must have an active version to use.
DefaultGetDocTemplateNameImplementation: Reads the PDF Template Name custom setting to get the template name for the opportunity, order, or quote PDF generation.
DefaultGetItemsImplementation: When a contract is created for an opportunity, order, or quote, the line items are copied to contract line items. The DefaultGetItemsImplmplementation copies all opportunity, order, or quote line items to contract line items.
DefaultGetPriceAdjDetailsImplementation: The DefaultGetPriceAdjDetailsImplementation provides a way to get all the price adjustments applied on any line item. It also provides a way to get these details through various filters, such as line item type, adjustment type, status of promotion, monthly recurring charge for a specific period, and so on.
DefaultGetProductListImplementation: The DefaultGetProductListImplementation gets up to 10,000 products to choose as conditions for template sections.
DefaultIsContractDocumentEditableImpl: Change contracts if the contract status is draft and the contract document status is active. Users can switch the template, remove the template, and customize the document.
DefaultMarginRangeLoaderImplementation: Default implementation for loading margin range data from a calculation procedure and returning the data in an output map.
DefaultMarginValidationImplementation: Default implementation for loading margin range data from a calculation procedure and returning the data in an output map.
DefaultObjectCopierImplementation: Copies over objects and their children. The input is a parentItemId and an action that must be taken on the parentItemId. It returns an ObjectCopier object that has the newObjectId and the copy status.
DefaultOdinNotifFldFormatImplementation Class: Formats the field values passed in the notification map from Vlocity Order Management with updateMethod specified as directfieldupdate.
DefaultOpptyScheduleImplementation: Creates the number of rows specified in the Opportunity.NumberOfContractedMonths. The value in the first month is the one time total for the line item plus the monthly recurring total. For subsequent months, the value is the monthly recurring total.
DefaultPricingPlanImplementation: Implements the pricing steps in the default pricing plan. The following sequence of steps is executed by this default implementation.
DefaultProdCatalogInfoOpenImplementation: This default implementation gets the catalog hierarchy JSON data that is stored in the Product2 table in field Product2.CategoryData__c. You can change this to get catalog data from another cache if necessary.
DefaultProductAvailabilityImplementation: The DefaultProductAvailabilityImplementation handles product availability by returning different outputs depending on the presence of PriceBookEntry (PBE) records in the input.
DefaultProductContextRulesImplementation: Get the qualified products based on the current context and the rule sets defined for a set of products. This implementation returns the disqualified list as well.
DefaultProductDefinitionImplementation: Used for all create, replace, update, and delete actions on each line item for an Opportunity, Order, and Quote.
DefaultProductEligibilityImplementation: The DefaultProductEligibilityImplementation handles product eligibility by returning different outputs based on the presence of PriceBookEntry (PBE) records in the input.
DefaultProductValidationImplementation: The DefaultProductValidationImplementation is nonoperative. It returns the input as output without modification.
DefaultPromotionExpirationImplementation: Process expiring promotions for manual opt-in and follow-on promotions. Used by the PromotionExpirationBatch class. The qualifiedPromos parameter is required and must be specified as a list of AccountAppliedPromotion__c objects.
DefaultResolveRefDateImplementation Class: Fetches the reference date at runtime with respect to a specified order, opportunity, quote, or line item. The reference date determines the correct version of products to be referenced from the cart.
DefaultResolveRefDateImplementation:getReferenceDate Method: Fetches the reference date at runtime with respect to a specified order, opportunity, quote, or line item. The reference date determines the correct version of products to be referenced from the cart.
DefaultRESTCPQInterfaceImplementation: The DefaultRESTCPQInterfaceImplementation is nonoperative. It returns the input as output without modification.
DefaultSplitProductImplementation: Split a line item with a quantity greater than one into individual line items. This implementation is necessary to separately configure each instance of the line item.
DefaultTimePolicyImplementation: Calculate start and end dates for certain records based on the context and input. For example, when adding a promotion to an order, this implementation calculates and sets the start date and end date for all order applied promotion and order pricing adjustment records according to the Time Policy and Time Plan that were set on the promotion.
DefaultTrxnCtxImplementation: Expose Digital Commerce API transaction data so users can reuse existing objects in the current transaction.
DiscountActivation: Activates cart-added discounts on checkout, activation of a frame contract, or both. Changes the value of the discount’s Status__c field to Activated.
DocuSignRecipientTranslator: This interface enables you to override the default email translator to translate the email subject and message to a specified locale.
EligibilityContextInterface: Returns an optimized Map<String, Object>, which will help the context framework to generate a key.
EligibilityFlowOpenImplementation: The EligibilityFlowOpenImplementation uses the Eligibility Rules flow, which executes defined eligibility rules. The method getAllEligibilityProducts returns all products with the reasons for eligibility or ineligibility. The EligibilityFlowOpenImplementation and the Eligibility Rules flow are included in the unmanaged package.
EligibilityMatrixFlowImplementation: The EligibilityMatrixFlowImplementation calls the Eligibility Matrix flow, which executes defined eligibility rules. The EligibilityMatrixFlowImplementation and the Eligibility Matrix flow are part of the unmanaged package. To use the EligibilityMatrixFlowImplementation, the Eligibility Matrix flow must exist in the org.
EligibilityRulesFlowImplementation: Filter products based on eligibility rules. It invokes the Eligibility Rules flow, which has rule actions that invoke eligibility rules. The EligibilityRulesFlowImplementation and the Eligibility Rules flow are included in the unmanaged package. To use the EligibilityRulesFlowImplementation, the Eligibility Rules flow must exist in the org.
Enabling the Pricing Plan Service: To configure the service, you must import the default pricing plan DataPack, enable the custom setting, and set the implementation:
EntityFilterSupport: Run a set of Vlocity entity filters against a set of objects.
Explore Implementations: The unmanaged package code provides sample starting points for custom business logic.
ExternalUserSelfRegistration: Facilitates creating a new external user using OmniScript. This implementation calls Site.CreateExternalUser with information passed in. It is then called within OmniScript through a remote action. The user ID, account ID, and contact ID are created and written to the output map. This information can be used in later steps. There are two optional remote options:
FilterAvailabilityImplementation: Runs all active availability rules for the header object type. Price book entries are passed to the availability rules that correspond to the header object—Opportunity, Order, or Quote. The availability rules determine whether products are available to the user. For more information about availability rules, see Availability and Eligibility RulesAvailability and Eligibility Rules.
FilterEligibilityImplementation: Run all active eligibility rules for the header object type. Price book entries are passed to the eligibility rules that correspond to the header object—Opportunity, Order, or Quote. The eligibility rules determine whether products are displayed to the user. For more information about eligibility rules, see Availability and Eligibility RulesAvailability and Eligibility Rules.
Get Attribute ID: Get the attribute assignment for the given ID where the ID could be an Account or a Contact ID.
Get Campaign: Given the content document and the owner, return a list of campaign IDs and campaign names that already have content documents attached.
Get Interest Attribute Count: Get a count of uniquely tagged objects, such as Accounts or Contacts, for another object, such as a content document or Product.
Get Interest Attributes: Get uniquely tagged target objects, such as an account or a contact, for another object, such as a content document or product.
Get Next Stories: Get the next page or list of stories for a Contact, Account, or any top-level object.
Get Stories: Get an initial list of stories for a Contact, Account, or any top-level object. Give it a top-level object ID and it returns the child objects for that ID.
Get Stories for Days: Get a list of stories for a user or an Account, Contact, or any top-level object. If days is a negative number, such as -7, get the stories between Today-7 and Today—past stories.
Get Stories of Type: Get a list of stories for a specified story object associated with a Contact, an Account, or any parent object.
Get Story Quick Actions: The Get Story Quick Actions API gets a list of story parent object ID.
GetConditionalTemplateSectionsInterface: Contract template sections can have conditions or products associated with them. When applying a template to a contract document, the system can dynamically get those sections using the GetConditionalTemplateSectionsInterface.
GetContractSignatureRequiredInterface: If a quote has contracts associated with it, the GetContractSignatureRequiredInterface determines if an order can be created or if contracts must be signed first.
GetContractTemplateNameInterface: Get the template name to apply to the first version of the contract document. The template must have an active version to use.
GetContractTermInterface: When a contract is created and the contract term is not specified, the GetContractTermInterface can dynamically assign the contract term.
GetDocTemplateNameInterface: Get the template name for opportunity, order, or quote PDF file generation. The template must have an active version to use.
GetDocumentTemplateListInterface: Enable a user to choose a template to attach to a contract document in the run time user interface. The template list varies based on the interface implementation.
GetItemsListInterface: When a contract is created for an opportunity, order, or quote, the GetItemsListInterface selectively copies the opportunity, order, or quote line items to the contract line items.
GetNBARecommendations Method: A method of the IndustryNBA class used to integrate with Einstein Strategies and Next Best Actions. The method returns NBA Recommendations as a flat JSON structure.
GetObjectFromInteraction Class: Get Account and Contact information from the Customer Interaction record and return it as a flat JSON structure.
GetObjectIdFromInteractionObject Method: A method of the GetObjectFromInteraction class that gets Account and Contact information from the Customer Interaction record, the GetObjectIdFromInteractionObject returns the information as a flat JSON structure.
GetOfferDetailsBatchJobRecord: Populates the cache with the details of individual offers (both products and promotions).
GetOfferDetailsBatchJobRecord: Populate the cache with the details of individual offers (both products and promotions).
GetOffersBatchJobRecord: Populates the cache with the list of offers for individual context combinations.
GetOffersBatchJobRecord: Populate the cache with the list of offers for individual context combinations.
GetOffersHierarchyBatchJobRecord: Populates the cache with the hierarchy of bundles. This data is used in the GetOfferDetails Job.
GetOffersHierarchyBatchJobRecord: Populate the cache with the hierarchy of bundles. This data is used in the GetOfferDetails job.
GetUpdateContractListInterface: When an opportunity, order, or quote is updated by adding or removing line items, contracts can be updated by clicking the Update Contract button. The GetUpdateContractListInterface gets the list of contracts to be updated.
GroupContextInterface: Handles evaluation of a group context map by merging all the individual context keys.
GroupContextParser: Handle evaluation of a group context map by merging all the individual context keys.
IAutoTask: The IAutoTask interface is an interface for the Apex implementation of an Order Management auto task, an Order Management calculation.
IDeferredUpdater: Allow system interface Apex classes to get notified when it is safe to perform data a DML manipulation. Any system interface that makes changes to the database should implement IDeferredUpdater.
Implementations Reference: Implementations are Apex classes that implement interfaces. Implementation descriptions include the implemented interface, other implementations of the same interface, and often sample code. Some implementation descriptions include the type, signature, methods, input parameters, and output parameters. For implementation descriptions that don't, see the interface descriptions.
IndustryNBA Class: Use to integrate with Einstein Strategies and Next Best Actions.
Integration Procedure APIs: Call the specified Integration Procedure. You can call an Integration Procedure using GET or POST. For a POST call, the POST body is sent to the Integration Procedure as the input, and HTTP headers are sent in the "options" JSON node.
Integration Procedure Invocation from Apex: Starting with Summer’ 25, use the ConnectAPI.OmniDesignerConnect.integrationProcedureExecute(ipName, apexInput) Connect API for Integration Procedure calls from the IntegrationProcedureService Apex class.
Interface and Implementation Workflows: Each Vlocity process has several components, including a trigger event, interface, implementation, flow, filter, and action.
Interface Packages, Types, and Default Implementations: Vlocity provides two packages: managed and unmanaged. The unmanaged package includes examples of interfaces, implementations, classes, and flows that provide starting points for custom business logic.
Interfaces Reference: Interface descriptions include the type, signature, default implementation, methods, input parameters, output parameters, and other information.
Interfaces, Implementations, and Services: Vlocity applications use interchangeable, reusable interfaces and implementations. You can customize the interfaces, replace them, or preserve your existing business logic. Vlocity offers multiple implementations for each interface. You can choose the implementation that best fits your needs or you can create your own implementation.
ISystemBatchInterface: ISystemBatchInterface is another version of an interface for Apex implementations between Order Management and external systems. It uses a batch mechanism instead of individual requests like ISystemInterface.
ISystemInterface: ISystemInterface is an interface for Apex implementations between Order Management and external systems.
JSONAttributeSupport: JSONAttributeSupport is a service implementation that enables users to apply multiple types of actions to the attributes JSON string.
JSONAttributeSupport (v2 Schema): JSONAttributeSupport is a service implementation that enables users to apply multiple types of actions to the attributes JSON string. This page details the implementation if you've enabled the upgraded v2 schema. The upgraded attribute schema provides multiple performance and storage enhancements. For example, the new schema extracts values from the vlocity_cmt__JSONAttribute__c field into separate fields: Metadata components, default runtime values, and metadata changes.
LoadConfiguration Interface: Loads the configuration for VersionAwareCatalogService, defined in Version Aware Object Relationship metadata (VersionAwareObjectRelationship__mdt).
LocaleProductAvailability: Filters line items based on the account postal code and state. When a list of products is passed in, the LocaleProductAvailability implementation checks the postal code and state entries against the Products Not Available related list. Availability rules are defined as exceptions—they are exclusions instead of inclusions.
MarginRangeLoader: Load margin range data from a calculation procedure and return the data in an output map. You can pass the calculation procedure name through a pricing plan step parameter:
MarginValidation: Validates OneTimeMargin__c and RecurringMargin__c data and puts any error message in the CpqPricingMessage__c field.
MemberObjectSelector Class: Supports writing custom query logic for different member types that are configured in the MultiSite Group Management UI. The default implementation reads the field values configured in CPQ Group Member Type records and uses that to query for member records.
MSMemberObjectSelector Interface: Supports writing custom query logic for different member types that are configured in the MultiSite Group Management UI. The default implementation reads the field values configured in CPQ Group Member Type records and uses that to query for member records.
MultiSiteOrderUtilities: Enable multi-site ordering. Using multi-site ordering, one order can include multiple shipping sites.
ObjectCopierInterface: Initiate creating or updating the header record and its child items in the quote process.
OdinAPIAutoAssetizeHandler: OdinAPIAutoAssetizeHandler is the default implementation supported by the OdinAPIHandler interface. It will always assetize a submitted order and can be used for CPQ testing.
OdinAPIHandler: The OdinAPIHandler interface calls the OdinStandardAPIHandler implementation and specifies the behavior of the following Cart-Based APIs:
OdinNotifFldFormat Interface: Formats the field values passed in the notification map from Vlocity Order Management with updateMethod specified as directfieldupdate.
OdinStandardAPIHandler: OdinStandardAPIHandler is one of the implementations supported by the OdinAPIHandler interface. It helps to manage the synchronous communication between CPQ and the order management system. It is used in the following Cart-Based APIs:
Omnichannel API Authentication and Security: Apex REST supports two authentication mechanisms: OAuth 2.0 or Session ID. Usually, you will use Session ID authentication only for testing purposes during development. OAuth 2.0 is recommended. For more information, see the following topics in the Force.com REST API Developer Guide:
Omnichannel API Limits: To maintain optimum performance and ensure that the Force.com API is available to all customers, Salesforce imposes two types of API limits: concurrent API request limits and total API request limits. When a call exceeds a request limit, an error is returned. The actual limit depends on the type of Salesforce edition org you are using, the number of user licenses you have purchased, and the number of additional API calls you may have purchased.
Omnichannel API Versioning: Vlocity Omnichannel Web API URLs contain a version number (/v1, /v2, or /v3) after the base path. For example, https://instance.salesforce.com/services/apexrest/namespace/vx/….
Omnichannel Web APIs: Vlocity Omnichannel Web APIs are enterprise-scale web application programming interfaces (APIs) that extend Vlocity Industry Cloud Application functionality to other applications, devices, and channels. These APIs operate at a higher level of functionality than the object level Salesforce REST APIs, which makes them easier for web and mobile developers to use. They also provide better overall performance for devices interacting with Vlocity Apps over the Internet because more is achieved with each request and response. Because they are built on the Force.com platform using Apex REST, they provide the reliable, fine-grained security that you expect from the leading CRM platform.
OmniCPQServiceWrapper: The OmniCPQServiceWrapper implementation is a class for OmniScript that supports named methods used in guided selling. The createOrder method expects an account ID, order ID, or context ID as input. The context ID is either an account ID or an order ID. The other methods work on the order ID in the input.
OmniFDOWrapper: The OmniFDOWrapper implementation implements the change to order, or asset to order, process.
OpportunityContractFlagRollupInterface: Determine when to flag the Opportunity as contract-required. If there is no implementation for this interface, the Opportunity is not flagged.
OpptyScheduleInterface: Calculate and populate all schedule rows for the line items in an opportunity—the Opportunity Line Item Schedule objects.
OrderContractFlagRollupInterface: Determine when to flag an Order as contract-required. If there is no implementation for this interface, the Order is not flagged.
Pricing Logic: A flow drives pricing. Each step in the flow follows a natural language layout. The flow includes Rule Actions and Rule Filters.
PricingComponentSelector: Query for associated Opportunity, Quote, Order, or Account Pricing records related to the cart line items or asset records. These records adjust the base price based on effectivity dates during pricing or repricing.
PricingElementServiceImplementation: Uses pricing element pricing capabilities to retrieve the charges and adjustments for products in an opportunity, order, or quote from price lists administered in the Vlocity Product Console. PricingElementServiceImplementation also calculates price adjustments based on promotions also defined in Vlocity Product Console.
PricingElementServiceImplementationH: PricingElementServiceImplementationH is an event hook interface that enables pre- and post-invoke interception of PricingElementServiceImplementation methods.
PricingInitialization: The PricingInitialization implementation is a wrapper class that calls the default pricing implementation through the custom action in flows.
PricingInterface: The PricingInterface prices products for an opportunity, order, or quote. The pricing process ranges from simple to complex, depending on customer requirements.
PricingMatrixCalculationService: Invoke calculation procedures. It is the default service that OmniScript uses for calculation actions. You can also use it as part of any Apex class in which you want to call a pricing calculation.
PricingPlanService: Executes pricing steps that are defined as methods in VlocityOpenInterface implementations. The default pricing steps are implemented by the default implementation (DefaultPricingPlanImplementationDefaultPricingPlanImplementation).
PricingRulesFlowImplementation: Calls the Pricing Rules flow to price line items. The Pricing Rules flow includes custom rule actions that invoke defined pricing rules. Pricing rules may, in turn, invoke classes or calculation procedures that set prices on the line items of the parent sObject passed into the flow.
PricingRulesImplementation: Runs all of the active rules for the line item type after running the default pricing implementation. The pricing rules include actions that could invoke classes or calculation procedures that set prices on line items of the parent sObject passed into the implementation.
PricingSelectorInterface: Queries for associated Opportunity, Quote, Order, or Account Pricing records related to the cart line items or asset records. These records adjust the base price based on effectivity dates during pricing or repricing.
ProductAvailabilityInterface: The ProductAvailabilityInterface returns a filtered list of available products, usually based on the geographical address for an account.
ProductEligibilityInterface: The ProductEligibilityInterface returns a filtered list of eligible products based on eligibility rules, which are usually based on account characteristics.
ProductEligibilityOpenInterface: The ProductEligibilityOpenInterface returns the items in the product list with a qualification flag and a message for each disqualified item. The interface accepts the header object and a list of price book entries and returns a list of item wrappers.
ProductRelationshipValidationImpl: Validates line items based on defined product relationships. The implementation checks for required or excluded products when a product is added to the list of line items.
ProductValidationInterface: The ProductValidationInterface implements compatibility rules, also known as configuration rules or validation rules. Compatibility rules specify the relationships between products. For example, one product could require, recommend, or exclude another product. The ProductValidationInterface validates the compatibility of the products in an opportunity, order, or quote. For more information about compatibility rules, see Compatibility RulesCompatibility Rules.
QueuedOrderSelector: This interface is used in the Submit Order batch job. The implementation returns a list of orders. The returned order list is processed by batch jobs.
QuoteContractFlagRollupInterface: Determine when to flag a Quote as contract-required. If there is no implementation for this interface, the Quote is not flagged.
RepricingInterface: This service can reprice several object types related to Orders, Quotes, and Opportunities.
ResolveRefDate Interface: Fetches the reference date at runtime with respect to a specified order, opportunity, quote, or line item. The reference date determines the correct version of products to be referenced from the cart.
RESTCPQChanger: Builds the command structure from the REST request, which is in JSON format. From the command structure, the system can get the command that is used in RESTResource.
RESTCPQInterface: The RESTCPQInterface builds the command structure from the Representational State Transfer (REST) request, which is in JavaScript Object Notation (JSON) format.
RetireABOAssetImplementation: Change the provisioning status of the existing asset to Retired and creates a new asset with the Active provisioning status.
RuleSetCombinationBatchJobRecord: This Interface generates RuleSet context combinations. The batch size is one or more and depends on the average number of rules in each rule set.
RuleSetCombinationBatchJobRecord: Generate RuleSet context combinations. The batch size is one or more and depends on the average number of rules in each ruleset.
RuleSupport: Run a set of rules against a set of objects. These objects are defined in the flowMap parameter.
SendSubmitToOM: SendSubmitToOM is a Vlocity open interface that is required to send Submit requests to the order management system using an invokeMethod() call and the sendRequest method.
SetCartItemExternalPriceService: The SetCartItemExternalPriceService is a VlocityOpenInterface implementation. You can use it only when the PricingElementServiceImplementation is the active pricing implementation associated with the PricingInterface. SetCartItemExternalPriceService sets prices that come from a process or service external to pricing elements. Setting recurring and one-time charges using this service enables the advanced pricing module to track and manage prices that do not come from a price list. The SetCartItemExternalPriceService is instantiated and invoked directly in the PricingElementServiceImplementation hook custom Apex code to set the external prices before the PricingElementServiceImplementation priceLineItems method is invoked.
Setting an Implementation: Your Vlocity package comes set with the default implementations. You can change an interface implementation setting to another provided implementation or to an implementation that you create. You only need to set the implementation once.
Setting includeineligible: The includeineligible custom setting controls the eligibility implementation and indicates whether to return all items or only qualified items. The includeineligible custom setting is automatically installed with the Salesforce Industries Communications, Media, and Energy package. The default setting is false. If the org does not include includeineligible, the behavior is as if the setting were false.
SplitProductInterface: SplitProductInterface enables customers to split one line item into multiple lines. When a line item—either a single line item or a bundle—has a quantity greater than one, you can clone the line item into multiple individual lines to customize them.
SyncToOpportunity: Synchronize the line items of a quote to its parent opportunity, deleting existing opportunity line items and copying existing quote line items.
The Order Process: A customer wants to buy a product. You use the Vlocity application to determine what you can offer that customer.
TimePolicyInterface: The TimePolicyInterface calculates the start and end dates for certain records based on the context and given input.
TransactionContextInterface: Exposes Digital Commerce API transaction data so users can reuse existing objects in the current transaction.
TranslationService: Returns string translations and translations for specified Salesforce object fields. To create string translations, go to the Vlocity Product ConsoleCreate Products in the Product Console. To define translations for object fields, go to the Vlocity CMT Administration tab.
UOWSupportedInterface: UOWSupportedInterface supports custom validation and pricing implementations by handling certain Data Manipulation Language (DML) transactions related to sObjects when the UOWMode configuration setting is set to true. It indicates that the custom validation and pricing implementations are compatible with UOWMode.
Update Campaign: Given a campaign, a user can update member status, contacts, and content documents associated with the campaign.
UserContextInterface: Handles evaluation of a user context map by merging all the individual context keys.
UserContextParser: Handle evaluation of a user context map by merging all the individual context keys.
UserNotifier Implementation: Abstracts the notification framework used when sending notifications. You can invoke this implementation to send job completion or alert notification to the users.
ValidationRulesFlowImplementation: Run the active compatibility rules that are defined in the Validation Rules flow. The flow includes rule actions that invoke compatibility rules. The ValidationRulesFlowImplementation and the Validation Rules flow are included in the managed package.
ValidationRulesImplementation: ValidationRulesImplementation runs all active compatibility rulesCompatibility Rules for the object type in the item list.
VersionAwareCatalogConfigLoader Class: Loads the configuration for VersionAwareCatalogService, defined in Version Aware Object Relationship metadata (VersionAwareObjectRelationship__mdt).
VersionAwareCatalogConfigLoader:loadConfig Method: Loads the configuration for the VersionAwareCatalog service, defined in the Version Aware Object Relationship metadata (VersionAwareObjectRelationship__mdt).
Omnistudio Data Mapper APIs: A Data Mapper is a flexible, yet powerful data loading and extraction engine that greatly simplifies importing and exporting relational data. With Data Mappers, you can map denormalized data exported from legacy and product-centric systems into Salesforce's customer-centric relational schema. You can map fields from interface objects to standard and custom objects, including defining foreign key relationships. Data Mappers support lookup mappings, which map data in existing objects to new fields, as well as linked mappings, which map data created in previous mapping steps to new fields. Data Mappers can also use a preprocessor Apex class to manipulate data before mapping. Detailed error logging is available to assist administrators in resolving import issues.
Vlocity Omnichannel Web APIs: The Vlocity Omnichannel Web API Reference provides information about the Apex Representational State Transfer (REST) application programming interfaces (APIs) in Vlocity applications.
Vlocity Order Management REST APIs: The following is a list of REST APIs usable for automated testing. Most controller methods in Salesforce are annotated with @RemoteAction, allowing JavaScript to call these methods from their respective classes, instead of the typical REST controllers commonly seen in RESTful applications.
Vlocity Platform APIs: Client applications use Platform APIs to access other data and functionality from Vlocity Industry Cloud applications. They provide programmatic access to customer data, such as profile attributes and customer stories, campaign data for call lists and associated members and documents, as well as access to system extensions such as the Vlocity Action framework.
VlocityOpenInterface2: VlocityOpenInterface2 supports normal remote calls and remote calls that use the Continuation object. It differs slightly due to the return time of the invokeMethod on an object. In VlocityOpenInterface, the invokeMethod returns a Boolean. In VlocityOpenInterface2, the invokeMethod returns an object.
VlocityOpenInterface: The VlocityOpenInterface is a general-purpose interface class upon which you can create implementations across application domains, including pricing, merge, and so on. Using the VlocityOpenInterface, all implementation and method names are data-driven. You can add new delegates without breaking interfaces or requiring upgrades. You can delegate reuse and extend the interface.
Which Salesforce API to Use When: Salesforce APIs provide programmatic access to information. Vlocity Omnichannel Web APIs augment the many other APIs that the Salesforce platform provides. Many client applications will leverage some native Salesforce APIs in addition to Vlocity Web APIs to build a complete application.
Working with Implementations: An interface interrupts a process; the implementation includes the code that the application executes during that interruption.
Working with Interfaces: Interfaces and implementations are interchangeable parts that implement business logic in Vlocity applications. An interface is a call out to business logic; the implementation is that business logic. An interface does not contain business logic, the implementation does. The interface asks the question and the implementation provides the answer. The interface describes what the application is supposed to do and the implementation executes the action.
Working with Services: Services are Apex classes that implement interfaces. Service descriptions include the implemented interface, other implementations of the same interface, and often sample code. Some service descriptions include the type, signature, methods, input parameters, and output parameters. For service descriptions that don't, see the interface descriptions.
XLIAvailabilityValidationService: The XLIAvailabilityValidationService invokes availability rules to validate line items in the input list (parentList) of opportunities, orders, and quotes.
XLIBatchValidationConfiguration: Configure the batch validation process. It defines the object to validate (Opportunity, Order, or Quote), where to get the data, the validation services to use, and which merge service to execute after validation.
XLIBatchValidationNotification: Send an email message with the validation results to the user who executed the batch validation process. It also updates the parent objects—Opportunity, Order, or Quote—on the validation results.
XLIConfigurationValidationService: Invoke compatibility rules to validate line items in the input list (parentList) of opportunities, orders, and quotes.
XLIEligibilityValidationService: Invoke eligibility rules to validate line items in the input list (parentList) of opportunities, orders, and quotes.
XLIMergeService: Merge opportunity, order, and quote line items. The XLIMergeService implementation supports mergeRoots, mergeItemsToRoot, mergeFromParent, and mergeRootsInParent.
XLIPricingValidationService: Invoke pricing rules to validate line items in the input list (parentList) of Opportunities, Orders, and Quotes.
XOMAutoTaskAssetizer: Create assets from the corresponding order at the end of processing.
Industries Vlocity Documentation Locations: As part of the Salesforce acquisition of Vlocity, the documentation previously at Vlocity Help Center is available on Salesforce Help and Training under Additional Products.
Vlocity Government: Salesforce public sector products support a range of social assistance programs, helping agencies and external providers to effectively deliver services to people and households. Which products apply to you depends on your initial purchase date.
Vlocity Health: Connect frontline agents, back-office teams, and customers with flexible components that support policy administration, benefit administration, and billing. Highly configurable tools in Vlocity Health let you tailor the end-to-end processes vital to the strength of your business. The platform puts customers and users at the center of each interaction, enabling personalized service and timely product innovations in an ever-evolving marketplace.
Expression Set Resources: Expression set versions can have these resource types: variables, constants, and local list variables. Local list variables are hierarchical resources (you can create parent and child hierarchies with them), while variables and constants are flat resources. Define and use variables—the placeholders for dynamic values—and constants—the placeholders for fixed values—in expression sets for inputs, outputs, and values passed between steps. Numeric variables and constants follow specific assignment rules.
Verify a Customer and Their Representative: Verify a customer’s identity before processing their requests involving sensitive information, and store details about the interaction. If an engagement is about someone other than the customer, you can perform verification for both people.
Virtual Calls: With Virtual Calls, you can enable communication from anywhere.
Add Video Appointment Types: To differentiate video calls from other types of service appointments, add Video picklist values to the Default Appointment Type Picklist.
Amazon Account Requirements: Virtual Calls uses Amazon EventBridge API Destinations to connect events from Amazon Chime SDK to Salesforce Platform Events. Use your own Amazon Account to set up Virtual Calls.
Configure Virtual Calls: Now that you have connected the AWS account to Salesforce, you can configure the Virtual Calls utility. Input the appointment types that use the video feature, choose a transcription type, and provide the storage place for transcripts.
Configure External Video Service: Virtual Calls integrates with Amazon Web Services (AWS) Chime SDK to offer your users an easy-to-use, feature-rich video platform. You must work with your AWS admin to complete the integration.
Connect Amazon to Salesforce: Create a connected app to connect Amazon to Salesforce. A connected app is a framework that enables an external application to integrate with Salesforce using APIs and standard protocols such as OAuth.
Connect Appointment Reasons to Engagement Channel Types: Create engagement channels, such as in-person, video, and phone, that service resources can add to their shifts and work types. For self-service video appointment scheduling it’s necessary to create Engagement Channel Type records in addition to adding video to the Service Appointment default appointment.
Create a Named Credential for Virtual Calls: Create a named credential to specify the URL of an AWS Chime callout endpoint and its required authentication parameters. Then specify the named credential as a callout endpoint to let Salesforce handle all authentication to AWS Chime.
Set Up an Email Appointment Link for Guest Users: Confirm a guest user’s appointment with an automated email that includes a button to access your Experience Cloud site where they can access their video visit.
Enable Video Calls: Enable Video Calls so that you can set up video appointments.
Virtual Calls Self Service: Make Virtual Calls even more convenient for customers by creating an Experience site with self-scheduling. Provide an intuitive video platform, automated appointment notifications, and easy access links for authenticated and guest users.
Get Your Org Ready for Virtual Calls Self-Service: Virtual Calls Self-Service uses OmniStudio, Salesforce Scheduler, and Virtual Calls. Verify that all of these features are enabled and configured.
Enable Transcription of Virtual Calls: Virtual Calls use Amazon Transcribe or Amazon Transcribe Medical to provide real-time audio transcriptions. These text captions can be displayed in the video interface to improve accessibility.
View Actionable List Members: Manage your agents and business efficiently by using the Actionable List Members component. Select an actionable list to view the associated prospects in the Actionable List Members component.
View Prospects: Prioritize your tasks for the day by looking at Outreach List. It’s a prioritized and consolidated list of active prospects that you must contact. Click a prospect in Outreach List to view the record details next to Outreach List.
View the Status of Your Batch Run: Monitor server batch processes on the Batch Run Status page, which shows the state, progress, and runtime of each process. The page is available only if you enabled monitoring in Processing Services.
Use case: Visit Management: Using the Schedule Visit action and Visit Management topic, telesales reps can schedule and manage visits for an account while talking to a customer.
Welcome Control: The Welcome element defines special welcome message UI control that consists of a welcome message, user name and image.
Understand Tactics: A tactic describes an action or procedure as a step while executing a promotion. Tactics are executable parts of promotions and the lowest items that you can implement within a campaign.
What's New in Industries Order Management for Winter '24: This section provides a summary about the new features and enhancements for Industries Order Management. This section provides a summary about the new features and enhancements for Industries Order Management. Check back frequently as this page is updated on a regular basis, in between releases.
Work with Document Tracking and Approvals: Loans, insurance coverage, social services benefits, and other business services and processes often require specific types of supporting documentation from customers or applicants. Create document checklist items for commonly required documents.
Working With Agentforce for TPM: After the TPM Agentforce is set up, key account managers can use the TPM agent to view account and promotion measures. They can also create or update promotions.
Create the Omnistudio Data Mapper Bundle: migrate OrchestrationItemDefinition components, create the Vlocity Data Bundles for the Google Ad Manager orchestration items to work.
