Explore Omnistudio Use Cases
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how Omnistudio components work together.
- Describe how Omnistudio supports Industry Clouds.
Omnistudio Components in Action
So how do all of the Omnistudio layers, components, and services work together? Consider an example where a customer contacts a call center to update their address details and check other account details.
The call center rep uses an interaction screen to open a console page that shows information about the caller and their account. The page displays a set of Flexcards, which present relevant information and actions for a specific context and render data received from multiple sources. Some of the data is internal from the Salesforce database and some is from an external system, such as a billing system.
An Integration Procedure connected to the Billing Details Flexcard makes API calls to the billing system. It uses the HTTP Action to fetch the relevant data from the billing system. The Integration Procedure then sends that data to the Billing Details Flexcard, which shows the billing charges and due date.
Meanwhile, another Integration Procedure makes API calls to a weather website and sends the data to the Weather Flexcard, which shows the current temperature for the customer’s location. To get the customer’s current location, the same Integration Procedure uses a Data Mapper Extract to fetch the location data from the customer account.
Now, the Account Details Flexcard shows the current address of the customer. It also has an Update Address action that launches a process to update the customer’s current address. Clicking the Update Address action opens a page with steps and guidelines for changing the address. This page is an Omniscript.
Most of the address details in the Omniscript are prefilled, courtesy of a Data Mapper Extract pulling this data from the Salesforce Account object. When the rep changes the address and completes the guided process, a Data Mapper Load saves the changed data back to the Account object.
When the address changes, the new address appears on the Account Details Flexcard, and the weather forecast information adapts to the caller’s new location.
Impressive, isn’t it?
That’s a high-level look at Omnistudio’s overall workflow.
Omnistudio in Industry Clouds and Services
Omnistudio powers key features of many Industry Clouds and services, such as Media Cloud, Energy & Utilities Cloud, Financial Services Cloud, Education Cloud, Public Sector Solutions, Health Cloud, Communications Cloud, Contract Lifecycle Management, and more.
If you use one of these clouds, you already have access to Omnistudio, and it powers some of the features you love.
Here’s how Omnistudio supports some of these Industry Clouds.
Financial Services Cloud
-
Create assessments for your customers: Design a guided form using the Omnistudio-powered Discovery Framework tool to collect data from customers and implement business logic using objects and external data.
-
Manage digital lending: Omnistudio components power Financial Services Cloud’s digital lending platform and help you customize the end-to-end loan process for self-service users and customer service reps.
-
Beautify your layout: Build your own layout and create great experiences for your customers using multiple styling options and components.
-
Deploy across channels: Make assessment forms available to customers across channels such as mobile and desktop.
Communications Cloud
-
Simplify complex quote-to-order process: Handle large, complex, quote-to-order transactions using prebuilt Omnistudio components.
-
Make processes easier with an intuitive UI: Create a guided flow to easily select a location, store addresses, choose a product category, and see a catalog of relevant offerings. Add those offerings to the cart based on customer conversations.
-
Minimize manual work: Create a proposal based on your selections and share it via email with customers using a guided flow.
Contracts Lifecycle Management
-
Save time in agreement generation: Update predefined document templates and generate contracts without having to type details manually.
-
Add data into a document: Extract relevant data for a particular customer case using Omnistudio tools and put it in a document.
-
Download and review: Download a contract and review the terms and details before sharing it with the stakeholders.
Insurance Cloud
-
File insurance claims: Enhance your insurance claim process by creating claim requests through a guided flow.
-
Save time and resources: Store all your data in relevant Salesforce objects and focus on growing your business.
Public Sector Solutions
-
Simplify benefit search, enrollment, and management: Guide users through prescreening, application, and reenrollment processes.
-
Automate eligibility determination and benefit disbursement: Reduce errors with rules-based logic and guided workflows.
-
Empower grantseekers: Create a secure portal for grantseeking teams to search, apply, and manage government funding.
-
Streamline grants lifecycle: Connect grantseekers and agencies on a single system of record.
These are just some examples of how Omnistudio enhances business processes in Industry Clouds. Check out your cloud’s documentation to understand how Omnistudio tools power customer service for your industry.
Wrap Up
In this module, you learned what Omnistudio is and why businesses and customers need it. You discovered the benefits of Omnistudio, explored the Omnistudio digital suite and its components, and got to know how Omnistudio tools work together and how Industry Clouds use it.
Now, consider your own business needs. What complex processes can you simplify with Omnistudio? Where do you want to integrate data from? How can you accelerate time-to-value with reusable, declarative components?
Whatever your answers, you now know that Omnistudio has the tools to help you create personalized and dynamic digital interactions.