Learn the Fundamentals of Omniscript
Learning Objectives
After completing this unit, you’ll be able to:
- Explain what Omnistudio Omniscripts are and why you use them.
- Describe the key capabilities of Omniscripts in Omnistudio for Managed Packages
This module covers Omnistudio for Managed Packages, which uses the managed package runtime and custom objects. For details about Omnistudio on standard runtime, see Omnistudio in Salesforce Help.
See Which Version of Omnistudio Do You Have? for help deciding if this badge is right for you.
Meet Omniscripts
In each industry, customers must accomplish tasks that are complex from a backend standpoint.
For example, consider if a customer wants to:
- View and update their contact information, which is stored in Salesforce.
- View their service plan, which is stored in a legacy database.
- View their bill, which is stored in a billing system, then select a specific way to pay it.
How can customers accomplish these tasks easily and efficiently, without lots of complicated coding on the backend? Easy! With Omniscripts in Omnistudio for Managed Packaged.
Omniscripts help customers complete a business process. They also help businesses create a smooth customer experience, which is always a good thing.
In this image, you see an Omniscript that guides a customer through several steps to select an insurance policy.
First, they provide home details, then they select standard coverage packages. They’re then prompted to select customizations for the packages. Then they view their proposal for coverage. If they accept the proposal, they can complete the transaction and start their coverage.
Here are a few other instances where Omniscripts are helpful.
- A customer service rep adds a new customer and captures details for a service implementation, such as network configuration requirements.
- A customer steps through a selling process, such as choosing a new insurance plan.
- An insurance rep updates a policy.
- A customer completes a self-service interaction such as troubleshooting a service outage.
- A customer completes forms for different services, such as government benefits, insurance policies, and healthcare coverage.
With an Omniscript, you configure interactive business processes that are easy to use, yet have complex functionality occurring behind the scenes. Omniscripts also have built-in branching capability, which means they show different pages and groups of fields based on choices the user makes. For the customer, this translates into a dynamic and personalized experience.
Sounds pretty great, right? In this module, you learn more about the capabilities of Omniscipts in Omnistudio for Managed Packages.
Key Capabilities
Build Omniscripts Quickly with Low-to-No Code
Omniscript is a declarative scripting tool you create with clicks, not code. You use the Omniscript Designer—which you learn about later in this module—to drag items to build the Omniscript. Then, you can see and fix problems with your work using the built-in troubleshooting tools.
This means you can quickly create and easily maintain Omniscripts, which saves lots of time.
Use Omniscripts on Any Device and Any Channel
Omniscripts aren't restricted to Omnistudio Interaction Consoles for your sales and service reps to use. You can deploy them on any device and any channel, such as a mobile device or a consumer portal, for your customers to use.
Here’s what an Omniscript looks like when viewed on a mobile device and online.
Being able to view the same Omniscript on multiple channels without having to change the configuration is another time-saver!
Omniscripts Have Modular Architecture
An Omniscript’s look and feel (frontend) is separated from its functionality (backend).
Omniscripts separate the JSON metadata structure (1), the stylesheets (2), and the data (3) from each other.
This modular architecture supports prototyping and building user experiences quickly. It also promotes using data from anywhere, reuse of JSON metadata, and ease in applying your brand standards.
Display Data from Multiple Data Sources
An Omniscript can show both internal data from Salesforce and external data from a website or a third-party legacy system.
Omniscript's Actions elements use APIs, Omnistudio Integration Procedures, and other tools to access data from anywhere. You integrate data from multiple Salesforce or third-party sources, manipulate the data, and send it back to its source, all from within an Omniscript. The data is captured in a standard JSON format.
In this example, the first Integration Procedure pulls data from Salesforce for the Omniscript (1). The second Integration Procedure sends Salesforce data and an API key to an external site and returns external weather data to the Omniscript (2).
Rebrand Omniscripts to Suit Your Customers
You can control both the style and appearance of Omniscripts in two ways.
First, by using custom Lightning stylesheets to determine whether the guided interaction has a horizontal or vertical mode, branding, or any other aspects you want to see.
Second, by using the Newport Design System (NDS). NDS includes a complete set of customizable, global styles and is a Cascading Style Sheets (CSS) framework. It helps designers and web developers easily restyle all of their Omnistudio components in a single place and generate a custom, optimized CSS file that can be used in all future pages. It can even be used for non-Omnistudio and non-Salesforce pages.
Manage Signed Documents with Omniscripts
Omniscripts can create and modify documents, too.
Start with interactive documents from templates like MS Word, PDF, and HTML. Then, combine data from any data source, like Salesforce objects, or user inputs like sales quotes, order forms, and contracts. With Omniscripts, you can attach these documents to Salesforce records and email them to recipients, plus delegate to DocuSign for eSignatures. The signed document received from DocuSign is automatically attached back to the latest version of the contract.
Omniscripts help craft more engaging and meaningful customer experiences. Next up, let’s dig a little deeper and explore the role Omniscript guided interactions play in those experiences.