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Get Started with Insurance Agent Console

Learning Objectives

After completing this unit, you’ll be able to:
  • Sign up for a Developer Edition org with Financial Services Cloud.
  • Describe the Insurance Agent Console.
  • List ways the Insurance Agent Console can help sales and service teams.

Sign Up for a Developer Edition Org with Financial Services Cloud

To complete this module, you need a special Developer Edition org that contains [Product Name] and our sample data. Get the free Developer Edition and connect it to Trailhead now so you can complete the challenges in this module. Note that this Developer Edition is designed to work with the challenges in this badge, and may not work for other badges. Always check that you’re using the Trailhead Playground or special Developer Edition org that we recommend.

  1. Sign up for a free Developer Edition org with Financial Services Cloud.
  2. Fill out the form.
    1. For Email, enter an active email address.
    2. For Username, enter a username that looks like an email address and is unique, but it doesn't need to be a valid email account (for example, yourname@fsc4evah.com).
  3. After you fill out the form, click Sign me up. A confirmation message appears.
  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: Write down your username, password, and login URL for easy access later.
  6. You are logged in to your Developer Edition.

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, click the playground name and then click Connect Org.
  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 badge.

Now that you have a Financial Services Cloud-enabled org, you’re ready to blaze new trails with your clients!

The Insurance Industry Today

The insurance industry today is in the throes of a digital disruption. Customers demand exceptional experiences—and they will do business only with companies that offer them. That means companies large and small need to pivot fast and rethink how they’re connecting with their customers at every touchpoint. They need to make digital investments that enable first-rate customer experiences.

Meet Cumulus Insurance

Consider Cumulus Insurance, a nationwide insurance company that’s struggling to efficiently serve high-net-worth customers like Rachel Adams.

Rachel is unhappy because she recently filed an online claim three times before it was finally submitted. Each time she tried to file her claim and it wasn't submitted, she reached out to a Cumulus service rep to get help. And each time, she had a frustrating and fragmented experience. Every time she talked to a new rep, she had to explain her problem from scratch. None of the reps had up-to-date information about her conversations with previous service reps, nor did they have a full picture of her as a customer. They had no idea she held multiple policies with the company.

Rachel expressed her unhappiness to Zeynep Aksoy, a Cumulus sales agent. It was around the same time that Zeynep came across Salesforce’s Insurance Agent Console, a powerful industry-focused CRM platform that helps insurance companies better connect with and serve their customers.

What Insurance Agent Console Can Do

Zeynep learns that with Insurance Agent Console, she can:
  • Get a snapshot of her client’s past, present, and future life events.
  • Get seamless access to household relationships, coverage, claims, and interaction information from a single window.
  • Use out-of-the-box metrics and charts to help deliver on business goals.
  • Slice and dice data on the go.
  • Upsell and cross-sell with ease.
She writes an excited email to Zaw Aung, her colleague in customer service. Zeynep explains to Zaw that his service reps can benefit from the Insurance Agent Console. With it, they can:
  • Get a single view of any client’s coverage, claims, and interaction information.
  • Use prebuilt custom metrics and charts to guide client interactions.
  • Close claims and reduce case turnaround times.
  • Execute client service requests using predefined service flows.
Note

Note

The Insurance Agent Console UI is fully customizable. While the product comes with user-friendly, and fully functional screens out of the box, you can also build out custom UIs for your specific business needs.

Cumulus decides to make the investment and rolls out the Salesforce Insurance Agent Console to all the sales agents and services reps in the organization. Let’s take a look at how this new technology has changed business for the company.