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The Individual Model

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The Individual Model

The individual model uses a combination of the standard Account and Contact objects, coupled in a unified object view of a person. The standard objects have been extended with custom fields, record types, and more.

Note
Note Salesforce supports the individual model for FSC orgs with existing individual model implementations only. For legacy information about how to set up the individual model, see the Individual Model Setup in Agentforce Financial Services section of the Spring '21 (API version 51.0) Agentforce Financial Services Administrator Guide.
Object Standard or Custom Purpose Record Types
Account Standard
  • Represents aspects of the person that pertain to dealings with your organization, such as review frequency or service tier
  • Related to opportunities, cases, and other Salesforce transactions
 Individual
Contact Standard
  • Represents aspects of the person that pertain to personhood regardless of the person’s relationship with your organization, such as birth date or tax ID number
  • Related to events, tasks, calls, and other Salesforce communications
 Individual
Note
Note Use the Individual record type when a client is a person. Use the Business record type when a client is a business or an institution.

When you create an individual record, Salesforce creates an account record and a contact record. The account item then records the contact item ID in the Primary Contact field to record the relationship between the two records. In addition, an Individual ID is added to Account and Contact, which enables you to reference the person with a single ID.

Usually, with the unified object view, individual records appear in Salesforce as a person, not as separate account and contact records. But not always. The structure under the hood sometimes surfaces in an account-only context or a contact-only context, such as in list views of accounts or contacts. In global search results, it can appear as though one individual record is a duplicate account and contact. Keep this structure in mind as you help your users get accustomed to working in Agentforce Financial Services.

Important
Important Make sure that no required fields are on the Contact object. To add required fields in the individual model, create the fields on the Account object.
 
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