OmniStudio for Salesforce: An Industry Specific Use Case

Salesforce OmniStudio can benefit your business processes, improve customer experiences, solve industry-specific use cases, and take the load off developers. 

This article unpacks what OmniStudio is and takes a look at some key components, whilst also diving into a use case specific to the insurance industry, including the set up for an admin, and how OmniStudio can be improved and extended.

What is Salesforce OmniStudio?

OmniStudio, available to Salesforce Industry Cloud customers, is a suite of tools that integrate with your customer and experience websites to provide unique and guided digital experiences for users. OmniStudio is part of Einstein Automate and aims to answer the needs of businesses to be fully accessible to customers 24 hours a day, 7 days a week…on any channel! 

OmniStudio makes Omnichannel service a reality, fast-tracking development time and enabling service providers to interact with customers in more efficient and personalized ways.

OmniStudio empowers you to craft experiences that complement the look and feel of your brand. It also gives you the freedom to create experiences for the web, mobile, or any other platform while working with multiple objects and complex mapping. 

There are several key components that give you the capabilities to extract and transform data, pull together customer information, build LWC, and integrate with systems external to Salesforce.

OmniStudio Components: A Quick Overview

OmniScripts

OmniScripts enable you to create smooth, interactive, and guided journeys for users. Similar to Salesforce Flow but with more flexibility (these are dedicated to creating the UI/ UX setting). You can use declarative tools to configure conditional logic, trigger actions, and improve the UI.

FlexCards

These give you the ability to display data across different device types. And they can be deployed to communities or an app builder quickly. With FlexCards you can:

• Present data from Salesforce or a third-party system
• Update records in Salesforce 
• Create records in Salesforce

DataRaptors

This robust component empowers you to extract Salesforce data and transform it via OmniScripts and FlexCards using no code. 

Integration procedures

This component connects your Salesforce to external systems. It ramps up data processing speeds and is a lot easier to work with than Apex only. It can be called from an Apex method, an API or, of course, an OmniScript. 

Salesforce OmniStudio Use Case: Insurance Industry

OmniStudio tools are particularly strong when it comes to solving industry-specific use cases.

A potential customer has contacted an insurance agency and asked for a quote. An opportunity has been created in Salesforce, and in this instance, the insurance agent wants to generate a quote to send to the client.

A variety of OmniStudio features can be used to set up FlexCards for the agent to view the prospective customer’s information, and to configure an OmniScript to guide the agent and the customer through the process.

Here is how the FlexCard looks on the opportunity record in Salesforce (the section on the left). It displays information from the account that is associated with this opportunity record:

When the agent clicks the “Generate Quote” button on the FlexCard, it launches the OmniScript, which will guide the agent and customer through the process.

OmniScript Setup

Before you set up your OmniScript, there are some important things to consider. 

• Make sure that the necessary integration procedures are working and that you have the DataRaptor to use throughout the process of the OmniScript. 
• Your OmniScript only works with one version, so ensure you are publishing the right one. 
• Sketch and plan the structure of your OmniScript and the UI/UX before getting started.

Check out the OmniScript for this use case below:

So what actually occurs in this OmniScript? 

• An integration procedure fetches data from the opportunity and related records.
• A step process opens, for the agent to enter relevant information.
• Once the agent is finished, a second integration procedure saves the entered data, adds products to the opportunity record in Salesforce, and creates an associated quote record.
• A third integration procedure executes and sends an email to the prospective customer with links to complete the OmniScript.
• The prospective customer clicks on the links and goes through their own process to verify their data and accept the quote.

In this example, the agent first selects a “Price Book”, then a “Product”, and enters the price, quantity, and discount information.

The agent then confirms the selected options, and the OmniScript continues to the next steps. Subsequently, the potential customer gets an email containing a link where the prospect can open a page and continue filling information on the OmniScripts. This enables the potential customer to confirm their information and also sign the quote.

How Does an Admin Set This Up? 

Let’s take a quick look at how the FlexCard in this use case is set up to give you an idea of how OmniStudio works to streamline Salesforce for insurance.

The purpose of a FlexCard is to display Salesforce record information and allow the user to view relevant data. In this simple use case, we use the FlexCard to display account information on a related opportunity record.

In order to display dynamic data, a FlexCard requires a data source. The data source can be a SOQL query, a SOSL search, Apex, a DataRaptor, a REST API call, an integration procedure, the Streaming API, Custom JSON, or an SDK.  In this example, we use a DataRaptor.

1. Configure the DataRaptor to extract data from the opportunity object and its related records. We create a variable “InputId”, which will receive the opportunity ID of the appropriate record.

2. Select the relevant fields to be included in the extract: opportunity ID, account name, account number, phone, mobile phone, email, and the mailing address fields.

3. When finished, the JSON produced by the DataRaptor looks like this:

4. Next, create a new FlexCard and select the DataRaptor (that was just created) as the data source. We configure the Input Map to pass the value {!recordId} to the “InputId” variable.

5. In the FlexCard designer, add the necessary controls and elements to the card, and map the data from the DataRaptor accordingly. For example, the element labeled “Account Number” is an output element that is mapped to the “AccountNumber” tag from the DataRaptor’s JSON response.

That’s it! FlexCards may be very powerful, but they are quite easy to set up.

Can OmniStudio Be Extended?

OmniStudio is a powerful suite of tools and can solve many use cases, such as the one explored above. However, it does have limitations. The biggest is that its declarative approach means that you can’t always build apps with the same freedom and flexibility that you would be able to enjoy with custom development.

There are also other minor glitches to think about, namely that certain components can become obsolete and that finding and fixing bugs in more complex projects may be time-consuming. So, before you get going with a project, it is a good idea to fully scope it out to see if OmniStudio’s tools will be enough.

One option is extending Salesforce OmniStudio using Titan Web. Titan Web is an all-in-one digital experience platform where you can generate docs, build apps, and craft highly personalized experiences using absolutely zero code. It’s capable of increasing the power of many different Salesforce products, for example, Experience Cloud and OmniStudio.

Using Titan’s Salesforce Website Builder, you can experience all the power of OmniStudio, with fewer limitations. Here are some of the top features:

• Pull data from Salesforce and send it back in real-time
• Real-time OmniStudio integration
• Declarative interface even when handling custom use cases
• Branded digital experiences
• Generate personalized documents with real-time Salesforce data
• Set up customized workflows to improve speed and efficiency in your organization
• Get the power of CMS integration by connecting with the system that suits you
• Create industry-specific experiences
• Dynamically pre-fill forms and surveys by extracting Salesforce data
• Automatically manage leads

If you want to find out more, visit the Titan Homepage.

Summary

We hope you enjoyed this article on Salesforce OmniStudio and learned more about how these tools can benefit your business processes, improve customer experiences, solve industry-specific use cases and take the load off developers.