Financial Services Cloud Specialist

Pre-work and Notes

• Refer to this help document for detailed resources and documentation.

• Some of the terminology used in this superbadge is descriptive and may not match the name as it appears in the UI. This is to test your knowledge of Salesforce features and to find the correct one to satisfy a business need.

Sign up for a Developer Edition org with Financial Services Cloud

To complete this superbadge, you need a special Developer Edition org that contains Salesforce Financial Services Cloud, a special configuration, and sample data. Even if you've recently signed up for a special Financial Services Cloud-enabled Developer Edition org, sign up for a new one now. Also note that the managed package expires after 30 days.

1. Sign up for a free Developer Edition org with Salesforce Financial Services Cloud.

2. Fill out the form. For Email, enter an active email address.

3. After you fill out the form, click Sign me up.

4. When you receive the activation email (this might take a few minutes), open it and click Verify Account.

5. Complete your registration by setting your password and challenge question. Tip: Save your username, password, and login URL in a secure place—such as a password manager—for easy access later.

6. You are logged in to your special Financial Services Cloud-enabled Developer Edition.

7. Make sure you don't create a namespace in this org.

8. Enable Multiple Relationship Groups.

Now, connect your new Developer Edition org to Trailhead.

1. Make sure you're logged in to your Trailhead account.

2. In the Challenge section at the bottom of this page, select Connect Org from the picklist.

3. On the login screen, enter the username and password for the Developer Edition you just set up.

4. On the Allow Access? screen, click Allow.

5. On the Want to connect this org for hands-on challenges? screen, click Yes! Save it. You are redirected back to the challenge page and ready to use your new Developer Edition to earn this superbadge.

6. Now that you have a Salesforce org with these managed packages installed and enabled, you're good to go.

Notes

Before you begin the challenges, review Financial Services Cloud Specialist Superbadge: Trailhead Challenge Help . This document will help you find useful resources to complete this superbadge and assist with frequently asked questions.

Do not add a namespace to the org you are using.

Copy and paste values when they are provided for metadata and record data. This will reduce the chances of typos and misspellings that cause challenge failures.

Review Superbadge Challenge Help for information about the Salesforce Certification Program information and Superbadge Code of Conduct.

Use Case

Cumulus Global Bank (CGB) is a leader in personalized banking. The bank has gone to great lengths to understand its customers and refine its processes to provide a high-touch client experience. The bank recently implemented Salesforce Financial Services Cloud (FSC) to support its efforts and promote continued growth.

CGB is really impressed with the way FSC empowers the bank's team to provide the personalized, proactive services its clients expect. Even more importantly, CGB needs to ensure appropriate access to information, while improving client engagement. CGB also wants to streamline manual processes and create better insights.

You are an FSC specialist at CGB (a Salesforce admin with FSC experience). You are responsible for ensuring that the Salesforce instance, featuring Financial Services Cloud, provides the functionality CGB needs. In addition, you are often hands-on helping wealth advisors, personal bankers, and mortgage officers complete their work. In such cases, you log in as each persona as needed to complete the requirements.

Key Stakeholders

• Ryan Dobson - Wealth advisor

• Hank Burton - Personal banker

• Sue Berry - Mortgage officer

• Rachel Adams - Customer

• Scott Adams - Customer

• Vivian Torres - Customer

Business Requirements

Update Configuration

Your first goal is to set up appropriate access to information for your team members. Create a new FSC Personal Banker profile by cloning the existing FSC Admin profile. Ensure the FSC Personal Banker profile has full access to Financial Account Transactions. Next, create a new FSC Mortgage Officer profile by cloning the FSC Admin profile. This profile should not have any access to Financial Account Transactions but should have full access to Loan Application Liabilities & Loan Applicant Liabilities.

Set up users for Hank Burton and Sue Berry and assign the appropriate profiles to each of the users. (Note that a user for Ryan and a custom FSC Wealth Advisor profile already exist.) After creating users, apply the following permission sets to Hank and Sue:

• Document Checklist

• ActionPlans

• Financial Services Cloud Standard

• Relationship Manager Access

• FSC Insurance

Hank wants to have specific information and components visible on a client record for high net worth individuals. As an admin, you know you'll be adding in different page layouts at a later time to help Hank. For now, you know you can accomplish this by creating a new Record Type for Person Accounts, called Gold Client and appropriately mapping the new record type with Custom Metadata Types.

Lightning Apps and Pages

Your next task is to configure a Lightning app for the wealth managers. This app will help the team build client trust with collaboration and productivity tools for advisory teams. Create a new app with the name FSC Wealth Management, and ensure the app includes the same tabs as the standard Wealth Management app.

The Wealth Advisor team wants to see who their top referrers are, right on the Wealth Management Home page. Create a custom FSC Wealth Home page based on the standard Wealth Home page. The team wants to see their top referrers on the page whenever they launch the app. Add the Referrals Top Referrers custom Lightning web component to the FSC Wealth Home page. Make sure this new page is the app home page and is accessible to custom FSC profiles.

The team wants to see a new FSC Lending app accessible to FSC profiles and the System Administrator. The new app should display the following tabs:

• Home

• Accounts

• Contacts

• Leads and Referrals

• Assets and Liabilities

• Analytics

• Financial Accounts

• Financial Goals

• Financial Holdings

• Loan Applicants

• Residential Loan Applications

• Reports

Create a custom FSC Lending Home page. Make sure it's the FSC Lending app home page and accessible to custom FSC profiles. The home page should display the following:

• Referrals Made Summary

• Referrals Assigned List

• Task Card

• Opportunity Card

The team also wants to deliver personal, timely customer engagement by capturing and visualizing important life events on the Account record page. Clone the ClientRecordPage4 Lightning record page, name it FSC Client Record Page and make the appropriate adjustments. Assign the record page as App Default for FSC Wealth Management, FSC Retail Banking, FSC Retail Banking Console, and FSC Lending apps.

The team's next request is to streamline the process of address updates for bankers. As a savvy FSC specialist, you know there's out-of-the-box Flow functionality to make this process easy! Review and activate automation to handle address update requests efficiently. Make sure there's a Quick Action button on the appropriate account page layout.

Work with Person Accounts

With setup complete, you're now able to dive in and help the team work their magic.

Rachel Adams has been banking with CGB for over 15 years. Rachel wants to open a joint checking account with her son, Scott Adams. Rachel meets with Banker Hank Burton to open up the checking account for her son. Logged in as Hank, create a new Person Account for Scott, Type Customer - Direct and add him to the Adams household. Hank creates a new Financial Account Primary Checking Account (under Bank Accounts) for Scott Adams with an amount of $10,000. Add Rachel Adams as a Joint Owner.

Scott is planning his future with his partner, Vivian Torres. He refers Vivian as a new customer to Hank. In order to better support their banking needs, Hank creates a new Torres-Adams Household record and a Person Account record for Vivian. Make sure the Torres-Adams Household is the Primary Group for both Vivian and Scott. Make sure Vivian is the Primary Member of the household.

Hank sets up a meeting to learn more about Vivian's retirement plans. Hank refers Vivian to financial advisor Ryan Dobson to discuss investments for her retirement. Ryan plans to meet with Vivian to discuss her retirement goals. Logged in as Ryan Dobson, set up a new goal Vivian's Retirement. This goal should not be started and the type should be Retirement.

Along with the other future planning they are doing, Vivian and Scott want to buy a house. They both have bank accounts to contribute to their new home together. As the FSC specialist, you know that it's possible to show Vivian and Scott's accounts aggregated on the Torres-Adams Household record. This information will help Vivian and Scott know how much they can put down for a mortgage. Ryan Dobson creates a bank account for Vivian called Vivian Savings Account with a Balance of $25,000 and sets Type to Savings. Make sure Vivian's bank account and Scott's checking account automatically roll up to Total Bank Deposits.

The bank is going to hire an associate, Kotori Mizono. As an associate, Kotori can manage all the Financial Accounts, but she should not see certain aspects of the Relationships. Create an FSC Associate Banker profile by cloning the Personal Banker profile. Clone the ClientRecordPage4 Lightning record page, name it FSC AB Client Record Page, and make sure that Related Accounts and Related Contacts (in the Relationship Map component) are restricted for the FSC Associate Banker profile in all the FSC apps. Create a new user for Kotori, and complete the following configuration:

• Assign Salesforce User license and FSC Associate Banker profile.

• Assign Permission Set License Financial Services Cloud Standard.

• Assign Permission Sets Financial Services Cloud Standard and Personal Banker Access.

Log in as Kotori Mizono and test that Related Contacts or Related Accounts are not visible in the Relationship Map and Group Builder.

Scott and Vivian's plans for purchasing a home are moving quickly! Hank wants to add their Realtor, Caroline Kane, so Sue Berry can quickly see key account players. Using the Relationship Map display the Realtor, Caroline. Create an Account - Account Relationship between the Torres-Adams Household and the Lakeshore Realty firm with the name Caroline Kane - Lakeshore Realty. The related role should be Realtor with Customer as the inverse role.

Scott and Vivian will also need a lawyer to help them with the house purchase, and Scott's mom, Rachel Adams, wants them to work with her lawyer, Ivan M. Kohl. Vivian retains Ivan as her lawyer to close the property deal. Add Ivan as a contact related to the Torres-Adams Household and set up reciprocal roles to show Ivan's role as Lawyer. Notice the contact Ivan and the related role Lawyer are already created.

Life Events

Scott and Vivian's new house is on a lake, and they want to make plans to buy a boat. Create a new Person Life Event Type Boat. Then upload an image for the new Person Life Event Type. Download the SVG file for the Boat Life Event here boat.zip.

Now Ryan can create a new Life Event. Log in as Ryan and create a new Life Event for Scott Adams called Ski Boat (the Event Date can be any date).

Action Plans

Action Plans let you deliver consistent and compliant customer engagement for processes like onboarding financial accounts and resolving cases. As the FSC specialist, make sure Action Plans, Document Checklist, and Financial Services Cloud standard permission sets are assigned to the CGB FSC users. Wealth Advisors should not be able to make changes to the templates but can assign the Action Plan to an Account or Opportunity. Ensure the Action Plans Template tab is visible in the FSC Wealth Management app and that the Action Plan List Lightning component is visible on the Person Account page assigned to the app.

Ryan wants to be able to create an Action Plan directly from Scott's "Boat" Life Event. As the FSC specialist, create an Action Plan Template named Bank Loan Opportunity with recurring tasks. Include the following tasks for the new template:

Logged in as Ryan, create a new Action Plan named Bank Loan Opportunity directly from the "Boat" Life Event on Scott Adams' Person Account record.

Leads and Referrals

As the FSC specialist, you'll help the team leverage referrals. Begin by creating a queue for lead loan referral assignments called Loan Referral Queue and add Hank Burton as Queue Member. Next, create a Lead Assignment Rule called Assign Loan Referrals. This assignment rule should have rule entry criteria checking that the Expressed Interest field is Personal Loan. Assign entries to the queue you created. You can use the Loan Referral Assignment Template for the email template.

Using the FSC Lending app, Ryan should log a referral for Scott's personal loan. Logged in as advisor Ryan Dobson, create a new Expressed Interest referral for a Personal Loan. Make sure the Internal Referrer is Ryan Dobson.

Logged in as Hank, view the referral on the Loan Referral Queue and accept the Lead. Hank reaches out to Scott to make sure he has the details to begin the loan. Log a call (Subject "Call") to Scott to capture information from this conversation. Still logged in as Hank, convert the Lead, using the existing Scott Adams account and create a new Opportunity named Scott Adams-Boat Loan.

Document Tracking and Approvals

A document type defines commonly required documentation for completing a business process. Create a Document Checklist Item that lists each file required from a customer for a personal bank loan. Our banker, Hank Burton, then can create relevant checklist files for his loan customers and track the files through an approval process. Customers like Scott Adams can upload documents, see if a document is rejected or accepted, and track the progress of the uploaded documentation from submission to approval.

Add the Document Checklist Items component as a related list on the Opportunity and Person Account page layouts.

Define the required document types for a personal bank loan to associate a new document checklist item with a document type.

Set up the following document types:

• Employer Tax Form

• Pay Stub

• Driver License

• Vehicle Title

Ensure the FSC Personal Banker, FSC Mortgage Officer, and FSC Wealth Advisor profiles only have create, read, and edit access to Document Checklist Items (ensure no Data Administration privileges are applied).

Hank Burton has to create a document checklist for Scott Adams’ personal loan application for the boat purchase. Logged in as Hank, create a checklist that includes Employer Tax Form, Pay Stub, Driver License, and Vehicle Title.

Reports

Finally, mortgage officers want to track referral activity. Sue Berry is excited to see an increase in her close rate and she wants to know more about her top referrers. She wants to know where the referrals come from and who send the best referrals. Clone the FSC Wealth Home lightning page and name it FSC Retail Banking Console Home. Add two report charts to the page: [Internal] Referrals Made and [Internal] Referrer Score. Ensure the FSC Retail Banking Console displays this information by assigning the newly created home page as app default.