Modernize Growth and Onboarding

Learning Objectives

After completing this unit, you’ll be able to:

Explain how Branch Management helps track branch efficiency.
Describe how Actionable Segmentation helps advisors find leads and grow their business.
Explain how Financial Plans and Goals help advisors personalize advice based on a client’s wants and needs.
Identify tools that simplify document collection and management.

Step Into the Shoes of a Financial Advisor

As a business analyst or Salesforce admin, you’re completing this badge to learn how features work together to serve wealth advisors. You learned the basics of the features in the previous unit. Now, follow an example to see how everything works together to serve an advisor.

Meet Ryan Dobson, a financial advisor at Cumulus Wealth, which is a division of the large financial services institution Cumulus Cloud Bank.

Ryan Dobson.

Ryan has a passion for helping clients reach their financial goals, much like the advisors you work with. Ryan wants to spend his day delivering personalized advice to his clients, but instead he spends too much of his time chasing data and insights across disparate systems.

Fortunately, Cumulus recently adopted Agentforce Financial Services. Now, the institution’s client data and financial planning tools are in one unified workspace and Ryan can use AI and automation to speed up his work. He’s no longer wrangling tiresome administrative work. He’s ready to scale his portfolio of clients and assets under management.

In this unit and the next, follow along with Ryan to learn how Agentforce Financial Services helps him every day.

Check In to Your Branch

Ryan works across several Cumulus branches to meet his clients close to where they live and work. Today, he’s at the firm’s MG Road branch.

As Ryan starts his day, he logs in to Salesforce, goes to the Wealth Management console app, and checks into his branch with Branch Management.

Branch Management helps financial institutions organize advisor productivity and track performance across different locations and territories. After Ryan selects his branch, Record Association Builder works in the background to attribute his work to his branch. Admins use Record Association Builder to define criteria for automatically linking new or changed records directly to branches for tracking and reporting.

As advisors work, Branch Management provides data that managers can use to track performance and distribute advisors to the branches where they’re most needed.

See Branch Management in Agentforce Financial Services in Trailhead for details about this feature.

Fuel Growth and Acquisition

Ryan is always looking to grow his portfolio, so his first task of the day is prospecting for new clients. Fortunately, he has a list of prospects ready to call in Actionable Segmentation.

An actionable list of top leads with a top lead selected and showing account details.

Actionable Segmentation helps advisors identify high-potential prospects using profile data. Your team defines criteria that segments potential clients so that they appear on an actionable list. Then, your team can build highly relevant journeys to convert the members of that segment to clients. With configuration, Actionable Segmentation swaps generic outreach to personalized offers so that each potential client feels understood.

By using Actionable Segmentation, Ryan finds a new high-net-worth prospect for his portfolio of clients: Rose Lucio, a successful CEO who has accounts with Cumulus’s retail banking division.

Understand a Client’s Needs

Ryan sets up an introductory call with Rose to understand her needs and goals.

To collect details efficiently, Ryan starts with the included Fact Finding template form for Discovery Framework, which helps advisors understand the financial needs, aspirations, and risk tolerances of clients. The sample template is available in Agentforce Financial Services and ready for admins to customize.

As Ryan begins to better understand Rose’s aspirations, he tracks her goals by using the Financial Plans and Goals feature. This feature helps advisors and their clients plan for short- and long-term financial objectives. The feature uses two key objects.

Financial Plan collects and groups a client's individual financial goals. For example, a client may have a financial plan for buying a home.
Financial Goal tracks each component piece of a financial plan. For example, a plan for buying a home may have goals for saving for a down payment, improving a credit score, and so on.

By using the included Omnistudio Flexcard components on a client's account or household record, advisors get a quick view into vital plan details, such as its estimated success percentage. Advisors can also quickly check the priority, status, and target dates of each goal, so they can focus on the milestones that matter most to clients.

This goals component shows goals for buying a car and buying a rental property.

For the most accurate view of each goal, advisors link a client's financial accounts directly to goals and establish how each goal is funded. This connection helps advisors monitor real-time progress, such as tracking a retirement goal’s feasibility of success as a client makes contributions.

With this level of personalized, transparent tracking, advisors build deeper client trust by understanding a client’s progress toward achieving their goals.

Simplify the Paper Trail

Ryan’s journey with Rose is just getting started, though, and a long way from achieving Rose’s goals. Fortunately for Ryan, Rose decides to become a client, so it’s time for onboarding.

For Ryan and other advisors at Cumulus, the biggest pain point in onboarding was once document collection. Agentforce Financial Services made those tasks simpler.

To start, Document Checklist Items standardize the collection of required client files. Pair document checklist items with Action Plans to standardize onboarding with a set of assigned tasks for advisors to complete. To make things even easier, the Document Matrix component in Discovery Framework automatically identifies the exact document checklist items required for each portfolio type and client profile.

All those features work together to save Ryan from back-and-forth emails and phone calls collecting the correct documentation. The experience is simpler now for both Ryan and his new client Rose.

There are many more steps to onboarding, of course. Onboarding is a significant topic, and Agentforce Financial Services has several features to support it. Check out Customer Onboarding in Agentforce Financial Services for more details.

What’s Next?

In this unit, you learned how Agentforce Financial Services helps advisors modernize growth and onboarding by following the example of advisor Ryan. You learned about features to track advisor work, improve client acquisition, and follow personalized progress toward goals. Finally, you learned about tools to accelerate client onboarding by simplifying the collection of required files.

Ryan’s work with Rose is just getting started. In the next unit, you follow Ryan as he takes the next steps to monitor Rose’s financial health, provide personalized advice, and deepen their relationship.

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