Roll Out Your Customer Experience

Learning Objectives

After completing this unit, you’ll be able to:
  • Test an orchestration and fix errors.
  • Check the status of all monitored devices.
  • Understand how Salesforce IoT can keep customers engaged at scale.

Test It First

Just like testing out a new pair of walking shoes before you commit to taking them on a 10-mile jaunt, test your orchestration before you deploy it and depend on it. When you test the orchestration, you can make sure it’s working as you intended. This is especially important if your orchestration is creating objects in Salesforce or sending emails or other types of messages to your customers. (Mistakes here can be hard to correct.)

Here are a few handy tools to use when you’re testing orchestrations:
  • IoT Player (available from the gear drop-down in Salesforce IoT Scale Edition), lets you send events to test input streams and orchestrations.
  • Mockaroo, a third-party web app, lets you create mock context data that you can upload.
  • Postman, a third-party HTTP client for testing web services, lets you send event data to your event stream, so you can test your orchestration.
  • Salesforce developer orgs let you make sure the connections between your orchestrations and Salesforce are working properly.

Salesforce IoT makes it easy to iterate and modify your orchestrations as necessary to get the results you want.

Set the Wheels in Motion

We’re ready to hit the ground running. We’ve tested everything and all is working as planned. Let’s hit that Deploy button to put our orchestration into action.

When the orchestration is deployed, you can use the Traffic view to monitor the status of your routers. The bubbles that represent the states change size depending on how many routers are in each state. You can see the details of how many instances (routers) are in each state on the left. Our orchestration starts with all routers in the Healthy state, then one router moves to the Warning state, and then to the Error state.

Animation of instances flowing through the states in the Traffic view.

When a router enters the Error state, a case gets created in Service Cloud. Not only that, but the contextual data associated with the router automatically populates the case based on the field matching you set up in the Salesforce output action.

You can see below that the case created by Salesforce IoT is automatically populated with the device ID in the subject field.

Case with device ID in subject field and correct name and email.

Because the device ID field (1) ties together the event data with the context data for the device, the contact name and email are also automatically populated in the case with the correct name (2) and email (3) for the owner associated with the device.

Pretty cool...or should we say, “radical”?

But Wait...There’s More!

We used a simple use case to show you how easy it is to get started using Salesforce IoT for proactive service. But what we’ve shown you is just the beginning of what you can do. Salesforce IoT is built to be flexible and can handle simple and complex business logic. You can create orchestrations with any level of complexity, with any number of states, actions, conditions, and transitions. You can also create separate orchestrations for separate types of actions that act on the same data.

In our Radical Routers orchestration, the only action we used was creating a service case. There are many other actions you can implement. For example, you can automatically close the service case if the router changes states, send emails to your customers to let them know that there’s a problem and you’re addressing it, and post information from the event to Chatter.

Salesforce IoT is an amazing tool that lets you address your customers’ needs at scale. It’s not just about giving Awhina Oahu an amazing customer experience. It’s about giving all your customers an amazing experience simultaneously with the same implementation. By using Salesforce IoT to proactively address service needs, your routers are radical, and so are your company and your customer experiences.

Happy customer.

Awesome! It’s been fun taking this radical route through Salesforce IoT.

Resources

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