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Common Capabilities in Financial Services Cloud
Set up and manage Financial Services Cloud features that aren’t specific to a line of business.
Note For information about Action Plans, Actionable Segmentation, Discovery Framework, Business
Rule Engine, Record Alerts, Service Process Studio, Document Generation, OmniStudio, and
other features that are available in Financial Services Cloud as well as other Salesforce
Industries clouds, check out Extend Your Industries Cloud with
Common Features.
Set up the common capabilities that are useful for your org.
- Actionable Segmentation
Actionable Segmentation enables you to segment similar client profiles, curate them, and design timely and personalized client outreach programs. Actionable list definitions and actionable lists are the key elements of the Actionable Segmentation feature. - Action Launcher
By using the Action Launcher component, service agents can resolve customer queries more quickly and efficiently. They can use the Action Launcher component to search for and launch quick actions, OmniScripts, Screen flows, Field Service Mobile flows, and Autolaunched flows. - Action Plans
Capture repeatable tasks in templates and then automate the task sequences with an action plan. Enhance collaboration and productivity by automatically assigning task owners and deadlines for specific client engagement, such as account openings, loan approvals, and claims processing. Create reports and dashboards to monitor progress and ensure compliance. - Actionable Relationship Center (ARC) in Financial Services Cloud
The Actionable Relationship Center (ARC) lets you view your customers’ relationships in an easy-to-navigate graph. ARC helps you understand relationships among people and businesses by presenting them in interactive components. Build graphs with standard and custom objects, then add the ARC Relationship Graph component to page layouts to show your graphs. Customize node names, show fields, and object and record actions so that your users can easily view, edit, delete, and create records during customer interactions. - Aggregate Records Using API
Use Household API Setup to retrieve household details and related records, such as Financial Accounts, Financial Holdings, Assets and Liabilities, and Members with Connect API calls. You don’t have to be a Salesforce developer. Show the retrieved household details in your third-party financial planning tool when connected using financial planning integration for wealth management. Your financial planning tool analyzes the data from the Connect API to show financial data about your customers, such as financial goals, credit risk assessment, and household members. - Ensure Privacy of Customers With Audit Trail
Audit Trail lets service agents inspect customer identity verification logs, detect potential cases of identity fraud, and meet audit compliance standards. Audit Trail works with customer identity verification records, which are created when the CSRs use the Verify Customer Identity flow to verify the customer’s identity. - Branch Management
Track branch performance and productivity with Branch Management. - Business Client Engagement
Use the Onboarding and Know Your Customer data models to bring business clients on board. Drive compliance and efficiency in business client onboarding by capturing details, such as beneficial owners, controlling parties, and business structure. - Business Relationship Plan
Use Business Relationship Plan to give your relationship team a more efficient, strategic, and collaborative approach to client planning. Business Relationship Plan captures all essential details of the client accounts, providing your relationship team the information needed to strategically prepare objective-driven client plans. With AI-powered summaries, your relationship team can easily understand the current dynamics of client relationships. Effectively manage and improve client relationships by offering customized solutions and implementing proactive engagement strategies. - Business Rules Engine
Simplify the process of determining eligibility or qualification and automate complex decision-making to find solutions faster using Business Rules Engine. - Caller Identity Verification
Verify the identity of a caller before you share any sensitive information with them. Organizations across the world are required to comply with regulations that help to ascertain the customer’s identity and provide protection from losses and fraud. Failure to follow these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access. - Capture Income and Expenses
Show cash flow trends to bankers and financial advisors, help them assess client financial health, and provide recommendations to achieve financial goals. - Collections and Financial Recovery
Collections and Recovery helps financial institutions and corporations streamline their collection processes, reduce delinquencies, and maintain positive customer relationships. - Compliant Data Sharing for Financial Services
The Compliant Data Sharing feature lets Financial Services admins and compliance managers configure advanced data sharing rules, so that they can improve compliance with regulations and company policies. They can control and monitor what data gets shared with whom, without writing complex code. - Console Apps for Financial Services Cloud
Use the standard console apps for retail banking, wealth management, and commercial banking to streamline client interaction and service management. You can use these apps without installing the Financial Services Cloud managed package. These console apps have a set of prebuilt functionalities that help your bankers and customer service representatives (CSR) manage their end-to-end service interactions all in one place. - Contextual Alerts
Boost employee efficiency and minimize cognitive strain by equipping bankers, agents, and advisors with contextual alerts that highlight customer priorities and opportunities. Use the guided setup experience to configure and activate these alerts effortlessly. Tailor record alerts for your organization, explore preconfigured contextual alerts, and create Data Cloud actions for the alerts you want to activate. - Cross-Object Field History
Identify updates across multiple objects with complex data models. For example, you can see updates for the features Know Your Customer or Business Relationship Plan. Audit record changes across multiple related objects and discovery changes made by different users in a single view. - Data Consumption Framework
With Data Consumption Framework, your agents can access complete and current data from external systems without leaving Salesforce. The framework extends the Continuations framework in FlexCards and OmniScripts by providing them with integration definition capabilities for better real-time performance. In addition, agents can use the framework to initiate asynchronous flows that call APIs at scale to support more simultaneous users. - Discovery Framework
With the Discovery Framework, your users can create digital forms to collect and validate data and avoid time-consuming and error-prone manual methods. The Discovery Framework data model and the power of Omnistudio enable your users to create digital forms and manage every aspect of questionnaire-driven data collection in compliance with your policies. - Document Generation
With Document Generation, you can generate contracts, proposals, quotes, reports, non-disclosure agreements, service agreements, and more. - Document Checklist Items in Financial Services Cloud
Manage your document approval process in Financial Services Cloud. Define document types for commonly required documentation. Then create a document checklist item for each file required from a customer. A customer or user then uploads a relevant file for the document checklist item, and the files are tracked through your approval process. Customers can track the progress of their uploaded documentation from submission to approval. - Document Validation
Standardize compliance reviews by comparing multi-level record hierarchies directly against uploaded files within Financial Services Cloud. - Engagement
Use the engagement data model to store details about an engagement between a customer and a service agent. - Events and Milestones for Financial Services Cloud
With the Events and Milestones component, get an at-a-glance view of your customers’ life events or milestones. Use the details to understand the needs of the individual, household, or business to identify upcoming opportunities and devise timely personalized offers and engagement. The Events and Milestones component shows life events for a person account or contact record and business milestones for an account record. - Fact Finding for Wealth Managers
Use the Fact Finding questionnaire to gather comprehensive and accurate information about your client's financial situation, goals, risk tolerance, and preferences. Tailor personalized financial strategies, identify potential opportunities and risks, and ensure that your advice aligns with your client's unique needs and circumstances. Build trust, create achievable financial plans, and deliver value to clients through informed and strategic decision-making. - Provide a Comprehensive View of Customer Financial Account Details
Using the FSCFinancialAccountsSummary component, service agents can view financial accounts, transactions, and record alerts associated with accounts in one place. The financial account details show information stored in Salesforce. The comprehensive view of financial account details helps agents to resolve customer queries quickly and efficiently. - Financial Deal Management
Track and manage a financial deal lifecycle. By using the Financial Deal Management data model, deal teams can manage every aspect of deal-related information and take advantage of compliant, role-based data sharing options. They can create new financial deal records that specify a deal’s stage, status, probability of deal success, and more. And to maintain compliance, they can share deal records that contain confidential information only with relevant stakeholders. - Financial Plans and Goals
Help your clients plan for and reach their short and long-term financial objectives using the Financial Goals and Financial Plans objects. These objects are available with your Financial Services Cloud license. Financial plans and goals use OmniStudio for added customization. - Flexible Hierarchies
Visualize and manage complex business structures with Flexible Hierarchies. Unlike rigid, one-size-fits-all structures, this feature helps you to model data through a multi-layered approach that adapts to different business needs. Whether you’re mapping global corporate conglomerates, intricate banking branch networks, or cross-object sales territories, Flexible Hierarchies gives you the tools to transform flat data into useful insights. - Intelligent Need-Based Referrals and Scoring
Source referrals internally and externally across lines of business. Users create and automatically route referrals based on a customer’s expressed interest, from savings accounts to home loans. Build processes to create automatic email notifications that keep users up-to-date. The dashboards and reports make it a snap to identify and reward top referrers. - Intelligent Document Automation for Consent and Disclosures
Manage consent and disclosure documents, generate authorization request forms, and track user responses by using Intelligent Document Automation features. - Streamline Your Customer Onboarding Experience
Give your users access to a prebuilt sample app that streamlines the customer onboarding process. The sample app includes Omniscripts, Flows, Integration Procedures, Omnistudio Data Mappers, and other components that can be deployed to your Salesforce org and customized to meet your unique onboarding needs. - Interaction Summaries
Capture and share interaction summaries. - Interest Tags for Financial Services Cloud
Let your users add custom Interest Tags to client records to capture client needs, interests, and prospecting opportunities. Having clients' interests in mind during client interactions helps deepen relationships. Organize interest tags into tag categories, which group similar interest tags so that you can easily create reports and dashboards showing common themes and interests across clients. - Know Your Customers
By using the Know Your Customer (KYC) data model, your users can perform identity verification, risk assessment, and screening checks of parties with ease. Parties can be accounts, contacts, or leads. - Omnistudio for Financial Services Cloud
Use Omnistudio to create guided interactions and other rich user experiences without code. You can even create applications and workflows using data from Financial Services Cloud and from external sources. - Process Compliance Navigator
Make sure that your company follows internal policies and meets regulatory requirements and industry standards by using Process Compliance Navigator. - Record Alerts
Alert your agents to changes in client records that require action. Using Record Alerts, agents can scan records for notifications that show information from your core banking system or from alerts that are stored in Salesforce. - Record Association Builder
Define criteria for linking new or changed records with the branches that work with them. - Service Process Automation
Service Process Automation streamlines and automates your service operations. Design case-driven service processes from request intake to fulfillment by using either the Unified Catalog or Service Process Studio. Both the frameworks use Omniscripts to capture request details across assisted and self-service channels. They also use prebuilt flows to automate fulfillment steps and record updates. - Stage Management
Use Stage Management to define business process stages, transitions, and the criteria required to complete each stage of a complex business process such as transaction dispute management and customer onboarding. Restrict stage transitions based on user access. Define your own rules for transition by specifying a criterion, and add step definitions to run integration definitions, flows, or Omniscripts. - Tear Sheet Generation
Summarize information from objects in a tear sheet. By using the Summary Document component, your users can quickly generate a tear sheet that summarizes the information they need from one or more objects. To quickly access the document, your users can attach the document to an Account, Contact, or Financial Deal record page layout where the component is added. - Timeline in Financial Services Cloud
Timeline provides a comprehensive and chronological view of customer interactions, showing key events relating to a person or a resource in one place. - Transaction Dispute Management for Financial Services Cloud
Use Transaction Dispute Management to process disputes for credit cards, debit cards, and Automated Clearing House (ACH) transactions. Manage the entire dispute lifecycle, from initial intake to final resolution by integrating with payment networks.
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