Hello there! We are designing a new FSC (front-office) Architecture and would like to have it integrated with our back-office systems. What would be the recommended way of doing this according to FSC/SSC best practices? A bit of context:
- We have multiple lines of business
- We want the new Architecture to be Customer-Centric (So when the customers contact us we will know who she/he is and then see all the products/cases they have with us)
- We want the Front-Office stack and Back Office staff to be different teams
- Time to resolution should be optimized
- Front-office team members should easily know the status of a case (if the case is now being handled by the back office team)
- We want to keep FSC as standard as possible
- If recommended we can use DPA and Salesforce Workflow capabilities for automation.
I would like to know what's the line between what should be handled by FSC and what should be better handled by our existing Back Office systems (that are going to be refactored as well).
Any help would be much appreciated.
Hello,
Within Financial Services Cloud Salesforce provides a number of different objects for the Financial Services Industry.
For your back office systems I would recommend using some of the objects provided at the box for;
- Fininicial Accounts
- Finanical Account Transactions
- Fininicial Account Role
- Charges and Fees etc.
This should cover the traditional 'banking use cases' and you should be able to integrate with your back office systems to show the necessary information within Salesforce.
For the 'Service' element Fininicial Services Cloud comes with features of "Service Cloud" which allows you to model cases relates to Accounts and other Salesforce Object.
The idea/goal behind a system such as FSC is to provide a source of truth meaning when you go to a Account Record you'd be able to see one customer, their related accounts, cases, contacts etc.
As the system is built on Salesforce you could use automations to trigger emails, create records, send reminders to users etc. and create different sets of profiles to grant different permissions for Back and Front of house staff.
There is a lot to take in here and if you are just starting your journery (as a partner myself) I'd suggest engaging with a Salesforce Partner who is versed in FSC who can help you with this implementation and give you some examples/pointers on what other similiar organisations have done.
I created a video to explain how FSC works a while back that you can review here;
https://www.youtube.com/watch?v=a8pdMv0VfIg
Thanks, Tom
