Get Started with Customer Onboarding

Learning Objectives

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

Summarize how Agentforce Financial Services improves client onboarding and customer satisfaction.
Explain how to use data, integrations, and automation to simplify onboarding.
Identify the key features and benefits of the Onboarding app.

This badge covers features available in standard Agentforce Financial Services, and not the managed package.

If you’re a new Agentforce Financial Services user, we recommend that you use the standard features and objects.

Before You Start

Before you start this badge, consider completing this recommended content.

Agentforce Financial Services Basics

Overcome Onboarding Challenges

Client onboarding in the financial services industry is a critical first phase in building a lasting relationship with your customer. While this process serves to collect and verify client information and meet important regulatory requirements prior to account setup, it also provides an opportunity to showcase your institution’s efficiency to new clients.

The client onboarding process typically follows a set of stages.

As shown in this flowchart, you start with the intake stage, where you collect information about the client. Then you verify that information and evaluate the potential client for risk and eligibility. Finally, if the client is approved, you create new financial accounts.

The customer onboarding process.

Sure, the neat summary and flow chart make client onboarding seem simple, but it’s a complex process, made even more complex by disconnected systems and data. Bankers, service reps, and clients sometimes repeat tasks, providing and processing the same information several times. Teams frequently switch between different systems. Plus, there’s the potential IT spend to integrate that internal and external data.

Fortunately, Agentforce Financial Services—formerly called Financial Services Cloud—helps your institution overcome these challenges. It gives you the tools to tailor your onboarding processes to your clients and products, reducing client and staff effort. It also provides your team with transparency around a client’s data, plus ways to quickly set up third-party integrations so that all of the information the team needs is in Salesforce.

In this badge, you learn about the features that help you improve client onboarding, and simplifying complex processes with flexible tools.

Explore Onboarding in Agentforce Financial Services

Agentforce Financial Services modernizes client onboarding with Integrated Onboarding. This feature, along with specialized tools and components, helps onboard clients faster, shorten time-to-revenue, and reduce attrition, all while maintaining regulatory compliance. Integrated Onboarding includes self-service options, features to pre-fill forms with existing data, and ways to minimize client effort with personalized assistance.

How does it do this? Here are a few of the underlying tools included in the solution.

Discovery Framework, Document Matrices, and Document Checklist Items make it easy to create and launch applications and assessments. They also facilitate collecting information and documentation directly from users and reps across channels.
Document Validation helps you quickly verify client documents by comparing uploaded documents against Know Your Customer (KYC) and Know Your Business (KYB) data in Salesforce.
Stage Management coordinates complex external verification processes and guides your team through the onboarding workflow with the stage transition criteria you define.
Integration Definitions and Integration Orchestration work with Stage Management to give your reps information from other systems to complete each step.
Compliant Data Sharing works with Stage Management to configure advanced data sharing rules and improve compliance and data visibility controls without complex code.

Now that you understand the solution and its features, explore how they all come together in a single app.

Start with the Onboarding Sample App

The Onboarding sample app gives you a headstart on designing your end-to-end customer onboarding process, from data collection and digital assessments to KYC verification and financial account setup.

This sample app includes prebuilt templates for Omniscripts, Flows, Integration Procedures, and Omnistudio Data Mappers that you can customize and deploy to fit your needs. Plus, it includes an assisted application experience and an example Stage Management workflow to guide your processes. With some setup and configuration, build a self-service site in Experience Cloud to collect customer information.

How does this simplified onboarding experience work for your clients and reps?

When you convert a lead to an opportunity, a series of prebuilt flows and orchestrations trigger and automatically create application forms, applicants, party profiles, and assessments. These orchestrations then manage identity verification, risk evaluation, and screening checks with integrated third-party providers.

Together, these automations improve the customer experience by providing an easier application process. For example, automations prefill application forms with details you already know about clients, then give those clients easy ways to upload documents, provide digital signatures, and consent to disclosures.

For internal users, the app boosts efficiency, reduces manual effort, and cuts development costs through automation and low-code configuration. The sample app enhances compliance, transparency, and accuracy with AI-powered processes and embedded controls, helping employees to focus on high-value tasks and cultivate stronger client relationships. Plus, many of these same tools can power Agentforce that help your reps work even faster.

See Set Up Integrated Onboarding for Agentforce Financial Services for basic steps and requirements.

The features covered in this badge help all types of financial services onboarding processes. If you need specialized intake and onboarding features for lending, add Digital Lending or Digital Lending—India.

What’s Next

In this unit, you learned that Agentforce Financial Services simplifies customer onboarding by addressing challenges such as disconnected systems. It offers a flexible, integrated solution that uses tools including Discovery Framework and Stage Management to improve processes, reduce client effort, and ensure compliance. The Onboarding sample app further provides prebuilt components and automations to boost efficiency and improve client relationships.

Now that you know the basics, continue on to dive deeper into the features that help you start the onboarding process with easier intake and verification.

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