 Okay. Going live. Okay. Hello everyone. I am Sanjay Gupta. I welcome you back on Sanjay Gupta Tech School. So today we are having one more session on Salesforce Omni Studio. And for the same, I have Abhishek with me. So welcome Abhishek on the platform. Abhishek will be demonstrating you how we can implement a project in Omni Studio. So basically he delivered 12 sessions. Those were based on scenario implementation. So now we have one end-to-end use case where we have a business requirement and we'll discuss that business requirement in terms of like layman terms, then we'll discuss those business requirement like how we can convert that into technical solutioning. And with the help of that technical solutioning, a part of that solution we'll be implementing in today's session. Okay. So this is the idea for today's session. And with this, I want to jump on to the next slide. So Abhishek, if you can talk a little bit about yourself. Sure, Sanjay. So hi everyone. Myself Abhishek and I'm working as a Salesforce Velocity Developer in Salesforce Community. And I have overall of five plus of years of experience now and I have done some certifications around Velocity as well as Salesforce and some of the certifications on Velocity slash Omni Studio is like, first one is like obviously for Omni Studio Developer then I have one industry's PQ developer on Velocity side and also I have one health insurance coating developer also and few certification listed on the screen that also have done. So yeah, that's all about it. Okay. Thank you Abhishek. So if you want to become part of a community where lots of folks are connected and they're having lots of discussions about Salesforce, whatever is going on currently in the market and any technical discussions if you want to do. So you can scan this QR code and you can become part of the telegram group. And if you want to share some feedback, whatever we are doing for you, so you can feel free to share a review or feedback about the bootcamp. So you can share those in the comment section of this YouTube video or you can share those on LinkedIn. If you want to share information about this bootcamp with other folks, so that is also welcome because everything is available free of cost on YouTube in a sequential manner. So if you go through that, you will learn Omni Studio. You can clear certification. And if you are an experienced candidate, so upscalement of Omni Studio if you do. So you can apply for job as like Salesforce developer plus Omni Studio or Velocity developer. So it will like like upskill your career as well. So it will be beneficial for whatever folks if you share the information. Okay. So with this note, let's jump on to the project implementation. Not implementation. First we'll be discussing the business requirement. Okay. So just a second, I'm just sharing the information with the community. So okay. So now let's discuss about the business requirement. So basically the problem or the use case which we have, it is basically related to case management system. So we have a requirement from a client. So you can consider like me and Abhishek, we both are like a consulting firm, right? We are running a consulting firm and there is another organization who have their product, right? They have their sales process in place. They have their service process in place. And to implement their service module, they need to manage their cases, right? And for that case management system, they need some help from a consulting firm so that we can build some solution around Omni Studio so that their cases can be managed properly. And they are using Salesforce to manage their sales and service, right? So they have sales cloud, they have service cloud. Now they need a case management system to be placed with the help of Omni Studio. So this is a business requirement which is in front of you. So before understanding this project implementation, right? And the technical solution, you need to go through each line whatever is written over here, okay? So we have, suppose we have a business process outsourcing in place that is our company which I am talking about. So they raise the requirement like they need to manage their cases, right? So they need a system. So what they need, they need a UI for their service agents, right? So whenever any service agent is like interacting with the UI, they should be able to see all available accounts, whatever customer they have. So all those list of account they will be having. And if they click on any particular account, right? So once they click on that particular account, so the information related to that account should be unfolded, right? So in short, you can see, you can say like on a screen, they should be able to see list of account if we click any account. So related to that particular account, all the information should be available on the same page, right? Then in the last paragraph, few more requirements are mentioned. So which says like a dedicated card layout to display all related cases associated with the account. So if we, if service agent is choosing any account, so along with the account information, they should be able to see all the related case information, whatever cases are associated with the particular account, okay? So maybe service agent is talking with a customer on phone call, they receive their account name, they are clicking on that account name and they are seeing like what all cases are associated. And those cases should be available in a tabular format, featuring an edit button so that if you want to modify any information on the case and if you click on the button so it should open a model and populating all the existing case information automatically, right? So these sort of information should be available and once service agent is updating any case information, so upon click off save, those information should be saved in the database also, right? So we need to get the information, we need to view the information, we need to edit the information, we need to save the information. So all those sort of activities we need to do as per the requirement. So this is the first part of the requirement, right? Now if you go on to the next slide, so we have another part of requirement which says like we need email notifications as well, right? So whenever like service agent wants to communicate with the customer, so there should be some email notification that we need to send. And apart from that, like we, in the previous slide I discussed, like there will be account and existing cases will be associated. Now suppose service agent is discussing something with the client or customer and they say like we need to create one more case, right? So they were encountering one problem for that they already raised the case. Now they need to open a new case. So there should be a new case creation button available and if service isn't clicks on that button, so a new case should be created automatically, right? So all these requirements basically we need to fulfill for a BPO, whereas like sales and service streams are already implemented with the help of clouds. And this for managing their case, they have this requirement that requirement they need a solution for this requirement with the help of Omni Studio, right? We can implement solution through flows as well, we can implement solution through Lightning Web Component, but they already did market research and they want to implement the solution with the help of Omni Studio. So as part of consulting firm like Abhishek, I'm considering him an architect. So based on this requirement, so let's say I'm a business analyst. I gathered this requirement and I passed this requirement to the architect who is Abhishek, right? So Abhishek analyzed these requirements like whatever the requirement of the BPO and now he will be telling you like how these business requirements can be converted into a technical specification or technical solutioning. So with the help of that solutioning, you will be able to implement a solution in Omni Studio, right? So over to Abhishek. So a requirement I explained now just discuss the technical solutioning, like what all steps a developer need to apply to build a solution for this requirement. Over to you. Thank you so much, Sanjay, for explaining the requirement in detail. So on to the next slide, we have summarized the technical solutioning as well for the particular use case that we are mentioning over here or the scenario. So basically, in the first scenario, what a BPO expect is a call from the customer, right? That there is something that I want to do with my account or let's say to my record into the Salesforce. So in this scenario, what we are trying to do is we are just trying to see all the cases which have been created for that particular customer or the customer wants to create a new case or not. OK, so typically what happens whenever let's say when I am calling to any call center for some sort of complaint to I mean, I need to file some some sort of complaint. So first of all, they asked me about the name, my name and also after I have given my name, they just tell us to give some more more information about me, let's say the date of birth or the email ID, right? So that they can confirm that the account that I am trying to reach out is for me only. So if we go on to the technical solutioning, we are going with the Umi Studio solution for sure. So we will be, I mean, like this is a kind of a user guided flow. So whenever we talk about user guided flow, Umi Scripts comes into the picture whenever we are trying to create some sort of step by step process. So in the first step of the Umi Script, what we want to do is we want to take the account name as an input, right? So basically, I will, I mean, let's say I am a call center agent, I am getting some call from the customer, I need to ask them what is your name. So the Umi Script which we are building is for the call center agent. It's not for the customer, it's for the call center agent, which is working for that BPU. So that call center agent will ask for the name from the customer, then they will be able to enter it. And after that, they, I mean, like account records or account details will be fetched. And so basically for that, we are going to call the data actor with the help of that entered account name. And in the third, in the second step, what we're going to do is we're going to show the account details to verify the identity of the customer, like phone number, website or etc. So in the first step, we'll take the account name in the second step, we're going to call the data actor to fetch the account details. And in the third one, which is kind of a second step for the Umi Script, we will show the information of the fetched account to the call center agent. And then call center agent will ask customer what is your phone number so that they can verify the identity of that customer, right? And then in the third step, what we're going to do is we're going to show all the previously created cases for that account. So basically, on the third step or on the third screen, we're going to say, we're going to fetch all the case records related to that account, which was created previously. And we will show all that cases into a tabular format with the help of Flexcard, right? And what we're going to do is we're going to pass the account ID, which we have fetched into the Umi Script. So we're going to pass the account ID from the Umi Script to the Flexcard. And in the Flexcard, we're going to get all the case related to the account ID passed from the Umi Script and show into the table format. So this is the third point, fifth point, use DR to get all the case record, which will be called from the Flexcard. So what exactly we need to do is we're going to pass the account ID from the Umi Script to the Flexcard. And in that Flexcard, we're going to call a data rector and with the help of the data rector, we're going to fetch all the cases related to that account, which was created previously. Now, if you go to the next screen, then on the fourth step, we're going to ask user, which is your call center agent to create a new case. So basically, call center agent will ask the customer that you want to create a new case. If they will say yes, then call center agent will check a checkbox. And after that, we're going to show some input fields for the cases like subjects, severity, descriptions, status and origin. So these are the some standard fields which Salesforce provides. And we're going to ask the details from the customer and call center agent will enter the values into it. And finally, after that, what we're going to do is we're going to create a case with the help of an IP. In that IP, firstly, we'll create the case with the help of the DR. And after that, send the email, after that, we will send an email onto the account's email ID saying that your case has been created. So why we are using the IP over here? Because in the single transaction, we want to do two functionalities. First is to create the case and second is to send the email. So that is why we are using the IP over here. And at last, we're going to navigate the user to the account record. I mean, call center will get navigated to the account record so that they can verify that new case has been created. So one thing I want to highlight, so due to copy paste, this first of all line is repeating here. So guys, just ignore this heading because it is from the last slide. And these steps are in continuation of with the previous slide. So if you go back, yeah, yeah, so we have five steps here. And if we go into the next slide, so next, these three steps are like number six, number seven, number eight, right? So these are in continuation with those steps. Yep. So this is the technical solutioning we will be building around the scenario that we have created for you guys. And as part of today's session, I mean, like these all requirements cannot be completed into one single session. So that is why we will be delivering this requirement into, I don't know, I mean, like three to four sessions. So this is the first part where we have given you the scenario, which we're going to implement what will be the technical solutioning for that. And in today's session, what we're going to do is we're going to just complete only first, second and third point, which is in the first step, we're going to get the account name. Then in the second step, we're going to call the data actor. And in the third one, we're going to show the all the account details to the call center agent to verify with the customer. Okay. So let's jump on to the org. And I mean, like whenever, when we were discussing, I mean, like in the first season, we explained all the functionalities around Omni Studios. And in the second season, we explained to you all about, you know, what can be the scenarios to implement in this example. Also, we're going to use, you use the same elements. For example, if I go to the first step again, for taking an account input and so how we can do that with the help of type ahead block, right? So these sort of things, if you are following all the things from the previous sessions, you will be able to relate around this real time implementation. So I'm going to create the ordnance script and select, oh, sorry, this is the I2. So we're going to call it as case management. Onto the first, onto the first step, what we're going to, what we are trying to do here is get the account information. So let's say we're going to call it as a found info information and we're going to label it. I mean, like this is the real time practical scenario. So what I mean, like we're going to keep the labels and all these things as as real as that. So let's say we're going to call it and enter account name for the user. So this is your step name. And what we want to do is we want, we want, how are we going to search for the account with the help of type ahead blocks? And let's say not account name, we're going to say account information and this type ahead block, we're going to name it account name. And here we're going to say enter name and in the help options, we're going to give the user the message as well. Enter account name for fetching details. So basically this icon information, icon will appear with the type ahead block. And when we will preview it, we will be able to see this message. And there are some options as well, what position you want, top to left, bottom to left. So you can keep anything you want. Then we're going to, okay, then as we have already, I mean, like if you are following the all the sessions, you know, we're going to call, I mean, like for fetching the information with the help of type ahead block, we can always use a data rector extract action or IP as well. So I'm going to go with the data rector for now. And let's say I'm going to call it as data rector extract case management. And you're going to create a new data rector. Okay. Let's go to the data rectors and new data rector strategies and reason and click save. And whenever we are using the data rector with the type ahead block, we always use the like operator. So this is the object name and all the records will be coming into this. Then we want to search on the name and we're going to say like and whatever parameter we will be passing from the Omniscript. Let's call it as name parameter. And as output, what we're going to have first will be the name. Then we can have the phone number also. I'm not sure if we have email. No, we don't have preview. And let's say name param, I'm going to patch with the help of test. These all records we have with the test. Okay. Let's call it SGTS. So these are the records that we have with the SGTS name in it. And okay. So I mean, just for the example, I'm going to populate the website also in this record. So that will be fetched. And maybe we can we can fill the website detail also. Yeah, I mean like this is the thing I'm like on this account. I'm going to fill the website details. Yes. And you can fill new website domain of SGTS. It is live. I have not marketed it. So it is there, but I would love to have it here. Yeah, short thing. SGTS.org. It's SGTS.org. Okay. So that's the new thing for you guys. Yeah, it is live, but like I have not marketed it. So I'm building a plan for it. So we'll do its marketing in a proper way. Yeah. That's nice. I'm going to execute again. And yeah, so now this one is coming. So let's go back to our openness. So let's go back to our omniscript. And in that omniscript, we're going to select this data which is data account. Record. Record account underscore case management might be I have to refresh this. You will be whatever parameter name that you have in your data actor and from here, we're going to pass the accounting which will be coming from here. Okay. And now if I go to preview just to check whether the data is coming or not. I'm going to search with SGTS. Yeah. So the JSON is coming. Pulled JSON is coming right now because we haven't given the... So we have to give the type ahead key names. What you... I mean like from the result, what you want to see onto the list. So I'm going to give the name and then if I search for SGTS. So this is Abhishek SGTS. Test three is coming. And as soon as I click on this one, the name, the website and the phone number, all the things are coming. Right? So if I go to the next step, so I mean like as part of part one, today's session, we have completed the first step and the second step. Now onto the third step, what we're going to do is we're going to create one more step into the Omniscript and we're going to show all the details which is coming from the records. So I'm going to go to build. Just I'm going to drag and drop one more step and let's say we're going to call it as information. Show account information. And let's say we're going to call it account details. And in there, what we can do is we can take one text block, drag and drop this one. And let's name it as account. Okay. Let's name this step as account information and this text block as account details. Okay. And if I click on this one, then here, I mean like this text blocks will open, open a rich text editor for you. And in this one, what we can do is we can, I mean like if you want to create some sort of HTML that also you can do. So that's what I'm going to do is first I'm going to say account name. Then let's use the hyphen and in the percent percent. Okay. I have all my information from the data JSON that I have copied. Okay. Yeah. So now this is how we're going to map the values. Account information, percent, percent colon, then then from here this account block, then we have again colon, then we have the name. And this is how let's say we're going to call it as account phone. This will be your phone and website. So this will be your website. Click on this one source code. As you can see this have, I mean like this rich text editor automatically will create a HTML. Like this, this is contained into a P tag. Then again the next, we have the break line, then we have the account phone number in the P tag again. So this is how it's going to do that. And if you want to do something, some sort of styling that also you can do here. Right. And also we can do one more thing. We can pass some message to the cold call center agent. Let's say please confirm. Below details with customer to proceed ahead. This management and this is it. And okay, let's do. Some sort of styling over here as well. Some sort of color so that it will be popped up. Save it. And now if I go to preview, it's and want to gain search for that account as the key is this. And if I click next, here you can see this message is coming. Then we are seeing account name. Then what what call center agent will do on the call they're going to ask the customer whether this is the this information is correct for with your name. So they can ask, can you tell me your phone number or can you tell me the website that you have registered with that by that they can verify the information with the customer. Then I mean, like, this is not mentioned into the scenarios, but what we can do here is we can just for the, you know, compliances purposes. What we can do, we can just do the dragon robin checkbox and we can say verified and let's label it as verified information. Okay. And I will like on to that. I will like I'll just go back to the scenario in the third step. What we want to do is we want to show all the cases records. So I'm just going to give you the sneak peek of the next at the next part. But what we're going to do is you want to drag and drop one step. And here we're going to say show records, case records. And on this step, we can do one thing on the conditional view. We can say if this verified checkbox is equals to true, then only this step will be visible. Otherwise this step will not be visible. We want to show the cases into the next session. But like if I go to preview and I click on the okay. And if I click next, now call center agent will verify the details and as soon as they verify the details and if the details are correct, they cannot click this checkbox. And as soon as you click on this checkbox, one step is adding into the step chart automatically. If I deselect this, this is coming going back. So this will be a kind of compliance monitoring for call center agents. So this is the first part that we are like by this we are like we are completed with the first part of this scenario implementation. For the next one, we're going to show all the case records with the help of Lex cards. Yeah, that's it. Okay, so I think it was good like people were waiting for this project implementation session. So I am happy like we we at least started with the requirement. We explained them all the technical and first part of implementation we did. So guys, we'll be implementing the whole solution in two to three sessions. So that you can follow whatever Abhishek is demonstrating. So following whole only studio boot camp cities. So just understand the requirement properly and once you understand the requirement properly, then try to relate how technical solutioning is being done. So don't think like you are a developer only try to become business analyst than to think like an architect and then try to act as a developer, right? So don't just think like technical solution is there and we just need to understand the solution, right? That is not the way. So that's why we planned this project implementation in such a way so that you can think like how business analyst will be having the requirement in layman terms and how technical architect will be converting those requirements into technical terminologies and once you understand that then only try to build a solution so that whenever you will be facing any interviewer, so the same way you will be able to explain the answer, right? And you can do this for any of the project that you are working upon. So don't just focus on the build as a developer, try to see like what was the business requirement, how architect implemented solutioning for that and then try to build those things. So the same way we are applying here and this first part is implemented right now and we will be having next session soon so I will update you as per the availability of Abhishek scheduling that and I am sure like in this month you will be having all the session delivered so that you will be implementing all the solutioning all together. Right? And yep, so thank you Abhishek for taking out time on weekend and sharing your knowledge. So I am sure soon people will be quoting this project in their CV like as part of learning they have implemented this piece of implementation and I think with the project explanation it will help them to showcase their skill set around Omnis Studio. Okay? Any other suggestions that you want to give because we are in the end of this bootcamp so any experience that you want to share from your side? So I mean like I just have only one one thing in my mind I mean like I don't want to decourage all the you know new learners who don't have experience on to the Salesforce components like LWC and Aura components and some sort of that but Whomsoever is already working in Salesforce or they are having knowledge on LWC Aura components, PF pages all the UI components that Salesforce provides so whatever projects or whatever scenarios you have completed on to the LWC or the Salesforce Aura components just try to think how you can dissolve all these things with the help of Omnis Studio. So I mean like we will be delivering only one scenario two scenarios not all the things that we can cover but you have I mean like on site experience of whatever you have implemented for the client on to the Salesforce components like LWC and all these things so just for your practice purpose what you can do is whatever you have implemented into the LWC try to implement with the help of these Omnis Studio tools that will really help you to learn Omnis Studio in a depth Yeah very well said and I think in if they do so so they don't need any other use cases because those use cases they have already implemented so they just need to re-implement them with the help of Omnis Studio Yeah Okay so thank you for this suggestion Abhishek and I can see lots of people are asking for AI sessions so we are preparing for that so soon you will hear from us and soon I am going to plan some cloud specific sessions so I will let you know that plan also so I can see few folks are saying like I am not consistent this year so I also feel that last year I did lots of sessions consistently but I also observed this so from next month I will be doing sessions consistently because of busy schedule I was not able to do that but now I am going to fix one hour slot every day so that any sort of session will be delivering at that time so that you have enough content related to Salesforce and you can continue your learning Okay so thank you guys for joining this session I saw like lots of people joined this live I notified you in late hour but still you joined and I hope lots of people will be watching this and will be waiting for the part 2 so that is it for today thank you Abhishek and thank you guys see you in the next session Bye everyone