Work with Other Omnistudio Components and Agentforce
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how Flexcards use Integration Procedures for data and actions.
- Describe how Omniscripts initiate and interact with Integration Procedures.
- Explain how Data Mappers work with Integration Procedures to retrieve, manipulate, and update data.
- Explain how data flows through an Integration Procedure.
- Explain how Integration Procedures work with Agentforce to simplify agent workflows.
Enhance Flexcards with Integration Procedures
As you learned earlier, you use Integration Procedures to build server-side processes, fetch data from multiple sources, and execute multiple actions in a single call. Omnistudio Integration Procedures provide this service for Omnistudio Omniscripts, Flexcards, and Data Mappers to create comprehensive and efficient solutions. In this unit, you learn how Integration Procedures work with each Omnistudio component.
Let’s start with Flexcards.
Flexcards often show information that comes from various sources: Salesforce objects, external systems, or even complex calculations. Instead of having a Flexcard directly query multiple sources, you configure it to use an Integration Procedure as its data source. Integration Procedures handle all the complex data retrieval, aggregation, and transformation on the server side, then pass a simplified, ready-to-display JSON output to the Flexcard. This makes Flexcard setup cleaner and improves performance.
Flexcards can be highly interactive. Configure actions on elements within a Flexcard like buttons, links, or even changes in input fields to directly trigger an Integration Procedure. With an Integration Procedure, you perform server-side operations like updating records, calling external APIs, and other complex calculations in response to a user's click or data entry on the Flexcard.
Flexcards can also trigger Integration Procedures conditionally, based on the data currently displayed or other contextual information. For instance, if a Status field on a Flexcard changes from New to Pending Review, an Integration Procedure is automatically invoked to start an approval process or send a notification.
Call Integration Procedures with Omniscripts
Omniscripts are guided, step-by-step business processes that you use to create interactive user experiences to complete complex tasks, collect information, and automate actions.
Omniscripts call Integration Procedures to execute complex business logic, retrieve or update data, and perform actions on the server without requiring user interaction. For example, an Omniscript for New Customer Onboarding collects personal details. When the user clicks Submit, the Omniscript calls an Integration Procedure. This Integration Procedure then creates the Account and Contact records, makes a call to an external credit check system, updates a custom object with onboarding status, and returns a success message to the Omniscript, all in one go.
In the Omniscript Designer, use an Integration Procedure Action element to invoke Integration Procedures to perform multiple operations. You can call Integration Procedures from various points within an Omniscript.
Handle Data Operations with Integration Procedures and Data Mappers
Data Mappers handle the transfer and transformation of data between Salesforce and the other Omnistudio components. Data Mappers are specialized tools for specific data operations. There are four types of Data Mappers.
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Extract: Fetch data from Salesforce objects or even external JSON or XML data.
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Turbo Extract: Defines the exact data to be retrieved, the fields to be updated, or how data is mapped from one structure to another. This is a faster version of Extract for single-object retrieval.
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Load: Write data to Salesforce objects to create, update, or delete records.
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Transform: Restructure, reformat, or manipulate data without necessarily interacting with Salesforce directly.
Integration Procedures and Data Mappers work together to handle data operations, especially for complex scenarios. Integration Procedures act as orchestrators. They call Data Mappers to perform the actual data operations as part of a larger, multistep process.
Data Flow Through an Integration Procedure
Now that you understand how other Omnistudio components use Integration Procedures, review a simple example of how an Integration Procedure helps to perform data operations for those other Omnistudio components.
In this example, a Flexcard and Omniscript need data to show current weather conditions and weather forecasts based on a user’s location. The weather forecast depends on the number of days the user provides, such as a 7-day forecast.
Here’s what happens in the workflow.
- The Flexcard and Omniscript send a request to an Integration Procedure to get a user’s account and weather information. The Flexcard also captures the number of days the user provides to get the weather forecast.
- The Data Mapper Extract Action element uses the AccountId to get the account's Postal Code from the Salesforce database.
- A HTTP Action element shares the Postal Code with the external weather website to get the current weather information for the postal code.
- Another HTTP Action element shares the Postal Code and the number of days with the weather website to get the weather forecast.
- A selection of the JSON results is shared with a Data Mapper Transform, which trims and remaps the weather data.
- The Response Action shares the remapped weather data with the Flexcard and Omniscript that called it, so that they can show the information
Now you can see how powerful and multipurpose an Integration Procedure is.
Automate Workflow with Agentforce
Combine Integration Procedures with Agentforce to streamline workflow automation and customer service operations. This integration simplifies workflows, automates data movement, and enhances efficiency. It gives reps access to real-time data and the ability to execute server-side processes without leaving their workspace.
Using Integration Procedures with Agentforce helps industries such as healthcare, insurance, and utilities manage high volumes of cases. It improves case management through features like smart routing, instant data access, and automated routine tasks. For example, an insurance service rep instantly initiates an Integration Procedure to check a policy's status, generate a claim form PDF, and send it to the customer, all with a single click from their Agentforce dashboard. This eliminates manual data entry, reduces human error, and helps the service rep focus on solving the customer's problem rather than navigating complex systems. The end result is a faster, more productive, and less frustrating experience for both the service rep and the customer.
To make Integration Procedures available as a new action type within Agent Actions, consider these steps.
- Open an Integration Procedure.
- Click Preview.
- Click Configure Agentforce.
- Define the input data for the Integration Procedure in JSON format.
- Click Verify Data.
- Click Next.
This process automatically updates the Integration Procedure Data JSON into a format compatible with Agentforce. Now, you can create an Agent Action, set up the Agent and the Topic, and activate the embedded Integration Procedure within Agentforce to begin the conversation. Note that you can’t configure Agentforce for a file-based Integration Procedure or an Out-Of-The-Box Integration Procedure.
Wrap Up
In this module, you learned about the basics of Omnistudio Integration Procedures and its capabilities. You learned how Integration Procedures get data from multiple data sources, explored the Omnistudio Integration Procedure Designer and its features, got to know the best practices for Integration Procedures, and discovered how Integration Procedures work with other Omnistudio components and Agentforce.
You're now ready to start building your own Integration Procedures and experience their capabilities. Think about how you can use Integration Procedures to build server-side processes and data integrations for your business needs. How can you use this tool to get data from multiple data sources, including external sources, and execute multiple actions in a single call?