Get Started with Omnistudio
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the demand for omnichannel service and the challenges businesses face.
- Describe Omnistudio and its benefits.
- Describe when to use Omnistudio.
The Demand for Omnichannel Service
Most consumers today want anytime, anywhere access to a company. They expect businesses to know who they are and what products they have. Consumers also expect to have access to online shopping and services 24/7 from any device.
In a connected world and with the ever-changing needs of consumers, businesses like yours need solutions that help you deliver seamless digital experiences. You want to engage with consumers across different channels and devices. You want omnichannel solutions for your employees as well, so that they can have an effective interaction with customers.
For instance, customer service representatives want to have all the relevant caller information in an easy-to-understand format so they can have an effective conversation with the caller.
Yet most businesses struggle to meet these demands because of:
- Technologies that work only on specific channels.
- Constantly evolving products and promotions.
- High and volatile volumes of transactions.
- Complex rules and usability obstacles.
- Disparate legacy systems.
As businesses focus on accelerating technological changes to keep up with the needs of employees and customers, digital transformation has become imperative.
The solution? Salesforce’s Omnistudio. In this module, find out how Omnistudio helps businesses achieve their digital transformation goals.
Say Hello to Omnistudio
Omnistudio enables organizations to create personalized digital-first consumer experiences in any customer relationship management (CRM) process. It simplifies and accelerates digital transformation so your organization can be more agile, flexible, and ready to meet any challenge. Let’s go over some of its features to find out how it helps you achieve this.
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Rapid low-code, declarative platform: Craft consumer-grade dynamic guided interactions with little to no code through an easy to use drag-and-drop, What You See Is What You Get (WYSIWYG) interface. Personalize these interactions to match your brand’s standards and delight users and customers.
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Faster time-to-value: Create and deploy solutions faster. Use prebuilt and reusable components to quickly set up and launch your applications without starting from scratch. Iterate faster using prebuilt designs and platform integrations that speed up your development time.
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No-code workflow design: Use the no-code declarative Omnistudio component designers to design and deploy workflows independently, without relying heavily on IT resources. Omnistudio integrates Salesforce automation capabilities across Platform, Einstein, MuleSoft, Industries, and AppExchange to deliver an efficient end-to-end workflow platform.
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An integrated solution: Extract, transform, and load data from multiple sources. Serve your customers and internal reps across multiple channels with secure, scalable processes.
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Enterprise readiness: Handle large amounts of data without any timeout. Omnistudio components are flexible and scale up to large customer groups with ease. Plus, if you're a Salesforce Industries Cloud customer, you already have access to Omnistudio.
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Better customer reach: Reach customers across multiple devices with guided interactions in Salesforce, an Experience Cloud site, or another online site.
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Continuous innovation: Take advantage of new or updated features to lead your business transformation. Omnistudio gets updates three times a year. These updates can include new functionality or data and integration capabilities.
When to Use Omnistudio
Omnistudio is the best choice to make complex processes easier and show relevant data to your employees and customers. It excels with high-volume, well-defined tasks where a consistent and efficient user journey is crucial. Here are some scenarios where you can use Omnistudio.
Scenario |
Omnistudio Capability |
|---|---|
You want a user experience that goes beyond standard Salesforce layouts. |
Omnistudio has a powerful user interface tool called Flexcards. Flexcards show important information quickly in a card-like format. You can design and style the Flexcards as you want. |
You want to create step-by-step guidance for processes such as applications or service flows to ensure compliance and minimize errors. |
Omnistudio includes Omniscripts that feature guided interactions. They help you complete complex tasks, collect information, and automate actions. |
You want your applications and processes to be agile. |
Omnistudio gives you complete control and flexibility to customize each component’s behavior, appearance, and data integration to fit your business needs. |
You need your solutions to be accessible across multiple devices and channels with a consistent experience. |
Omnistudio's omnichannel capabilities enable you to deploy Omnistudio across websites, mobile apps, and external platforms. |
You want faster development and deployment. |
Omnistudio's low-code platform can be significantly faster and more cost-effective than custom coding. Build components quickly and program data operations with declarative designers. Use those same components in many different Omnistudio projects. Industry Clouds use Omnistudio to build prebuilt solutions that you can use directly or customize them to your specific needs. |
You want to better track the performance of your components and processes. |
Omnistudio provides an integrated analytics tool that helps you monitor the performance of your components. Check real-time and historical data on user interactions, system performance, and other key metrics. Find out specific areas that need attention. |
What’s Next
In this unit, you learned about the challenges businesses face and how Omnistudio helps them overcome those obstacles. You also learned about the benefits of Omnistudio and when to use it. In the next unit, explore Omnistudio’s layers and components.