Familiarize Yourself with the Basics
After completing this unit, you’ll be able to:
- Navigate around the system.
- View your daily tasks, leads, and referrals on your home page.
- Display details about a client or customer.
Finding Your Way Around
Financial Services Cloud is built on the Salesforce Platform, and that means that it’s customizable. Your admin can design page layouts that are optimized for your business and help you work more efficiently. If your admin has customized Financial Services Cloud, some of the sample pages you see in this trail won’t look the same as your pages.
Follow the instructions provided by your Salesforce admin to get started. Your instructions might be similar to Kotori’s, but they might not. Here’s what Kotori does to get to her home page in the Wealth Management app. If you’re a client associate or a financial advisor, follow along in your own application.
- Log in using the credentials provided by your Salesforce admin.
- From the App Launcher (), find and select Wealth Management.
Let’s look at the header. The header is always available when you’re working in Wealth Management or Retail Banking. Read on to learn more about the parts of the header.
- Global search (1)—Type here to find records, files, and groups. For example, type in Rachel Adams to find Rachel’s client record. (Rachel Adams is included in the sample data installed with the Financial Services Cloud trial org, so we use her for our examples. Your org probably won’t have Rachel Adams.)
- App Launcher (2)—Click to view and switch between apps, such as Wealth Management or Retail Banking Console. The App Launcher is your gateway into your Salesforce apps, third-party apps, and custom apps. Your admin might have you start there. Click it now to see what you have to work with. To see all of your apps and items, click the View All link.
- The navigation bar (3)—Here’s the primary way to access objects and features. The items displayed in the navigation bar change depending on what you’ve recently accessed. Additional menus are available under More. Pull down some menus to get an idea for things you can do. It’s a lot, but don’t get overwhelmed. We go through many of your daily tasks in more detail in the Client Management with Financial Services Cloud module. To personalize the navigation bar, select the pencil icon.
Done exploring? Let’s learn more about the header icons.
- Favorites (1)—Create shortcuts to navigate to records, lists, groups, and other pages that you use regularly. For example, when you’re viewing an important client record or dashboard, click the star to add it to the favorites list. Now you can quickly access that page later. You can always edit the list to add or delete your favorites.
- Global actions (2)—Use for quick access to basic actions, such as creating a referral or logging a call. Your admin can add actions here to customize this list.
- Help (3)—Access help and training resources, including walkthroughs, videos, and Trailhead. It’s a giant map of the entire world of Salesforce and everything in it. Don’t be afraid to explore it!
- Setup (4)—Set up, maintain, and customize your org (if you have admin permissions).
- Notifications (5)—See your notifications here, including task reminders, Chatter post mentions, and approval requests.
- Profile and personal settings (6)—Access your Chatter profile and view or update your personal settings. Your profile is also where you change your password and update your picture.
There’s No Place Like Home
Your home page is the first thing you see when you start your workday. Remember, your Salesforce admin might have optimized your home page for your company. If so, your home page might not look the same as our standard home page.
Let’s scroll down through the rest of Kotori’s home page.
First off, she sees a lot of cards on her home page that deal with referrals. Referrals are a key part of any business. We cover them in more detail in the Client List Growth with Financial Services Cloud module. For now, look at how the home page has everything Kotori needs to track her referrals.
- She can view her referral performance across time (1).
- She can show referrals assigned to her (2) and (3). This way she can quickly follow up with her most qualified referrals to bring them onboard. Scroll down to see a list of her Top Referrers.
- What else is on Kotori’s home page? Productivity cards to organize her day. An assistant card (4) shows her leads and opportunities that she must attend to soon.
More cards remind Kotori of upcoming birthdays, RMDs (Required Minimum Distributions), and tasks. She’s thrilled to see how Wealth Management works with her to provide clients the best possible service.
Your home page is fully customizable, but only a Salesforce admin can do the customizing. Kotori makes a note to ask her admin to move a few things around to match her priorities.
Dig into Client Profiles
Now let’s look at a client or customer profile page. That’s where you view details about a client or customer, such as their address or financial account information. Remember, your admin might have modified the client or customer page so that it looks a little different from this page.
Here’s a video that walks you through the basics of viewing client data.
It’s Bob’s turn to be in the spotlight, so we’ll look at one of his customer profiles. If you’re in retail banking, follow along.
- Log in to the application using the credentials provided by your Salesforce admin.
- From the App Launcher (), find and select Retail Banking Console.
- Select Accounts in the navigation bar.
Bob’s uses the Retail Banking app, so his home page is different from Kotori’s. Bob’s home page takes him straight to the Accounts page by default. Kotori uses the Wealth Management app, so she has to click the Accounts tab in the navigation bar to get here. Here’s Bob’s screen.
By default, the page displays the most recently viewed accounts. Since Bob hasn’t displayed any accounts yet, it’s blank.
- Instead of Recently Viewed, choose My Accounts from the Account dropdown.
- Click an account name. Bob clicks Rachel Adams.
Here are the details about Rachel’s account.
- Customer name (1)—In this example, it’s Rachel Adams. (Rachel’s record is sample data that’s included when you sign up for a trial edition of Financial Services Cloud.)
- Summary (2)—Displays high-level information about the accounts owned by Rachel Adams. This summary includes the total of her financials accounts, her combined Assets Under Management at Bob’s firm, and her category. This section also lists the dates of the next scheduled interaction with Rachel and her most recent interaction with someone at Bob’s firm.
- Views into customer information (3)—Bob clicks the Activity tab to view more information about activity on Rachel’s account. The Financial Accounts tab lists all her financial accounts and their amounts. The Relationships tab shows who’s in her household. The Referrals tab shows her referral history. He clicks More and sees options for Goals and Chatter. The Goals tab lists her financial goals and shows how close she is to meeting them. Bob clicks the Chatter tab to see interactions about her there.
- Create a customer interaction (4)—Click a tab to create a customer interaction. For example, Bob creates a task to call Rachel about transferring her checking account to his bank.
- Activity timeline (5)—A timeline displaying information about the firm’s interactions with Rachel, including both upcoming and past interactions. It’s a quick way to see things like who called Rachel and why. Bob is happy to see customer interactions displayed in such an easy-to-read form. It’s the kind of information that used to get lost in his old system.
- Details (6)—Specific information about Rachel, like her name, marketing segment, and status. Scroll down to see even more details, including her address, a financial summary, client service information, and specifics about her personal interests. It’s a good place to get to know Rachel.
Now you understand what Financial Services Cloud is and how it works. Check out the Client Management with Financial Services Cloud module to learn how to use it to nurture your existing clients.