Vlocity Facts By Gowtham

In Salesforce OmniStudio, we can fetch the data, create records or perform update operations by exposing an Integration Procedure to third-party applications. Instead of relying on Apex classes or methods, the Integration Procedure handles the data processing and record creation, allowing us to seamlessly create, fetch, update records in Salesforce from external systems. In this post will show how to create, update a Account, Case and user records by using Integration Procedure as REST API. Follow these Steps to implement the use case. To create records we need to get all the required the fields. In Integration procedure by using set values we can identify whether we got all required fields to create, update the records. For this example I'm going to use below mentioned json. {      "accountDetails" : {          "FirstName" :  "Community" ,          "LastName" :  "User6" , ...

When customers raise cases via a portal, Knowledge Articles help provide quick, relevant solutions. By suggesting articles related to the issue, customers can often resolve problems themselves. This improves self-service, reduces support load, and enhances overall efficiency. Knowledge Articles also ensure consistent and accurate solutions. Continuous updates keep the knowledge base relevant and helpful. Refer this link for setting up the Knowledge Article in OmniScript :  Omniscript to Display Knowledge Article Once you have successfully configured the Knowledge Articles in OmniScript, follow the steps below to fully implement the business use case. 1. In Omniscript navigate to the step and configure the fields according to your requirement. 2. Navigate to the knowledge options properties of the step element. 3. Copy the 'Subject' Element name and paste it in the "Keywords'. 4. If Customer/User was not satisficed with the knowledge article ask them to create the case ...

In the previous post we have seen how to launch Knowledge article from Omniscript. 3 ways to launch the Articles in omniscript. Eye icon - if we click on "Eye icon"  it will display those details in omniscript step. To open in modal dialog click the "Arrow icon" If you click on title link of the knowledge article it should navigate to knowledge article record. But currently in this release it is not working as expected. Salesforce team was looking into that issue in the mean we can have a work around to navigate to knowledge article record. The product team of salesforce has logged a bug on the issue which have been reported. Please find the known issue article attached below. Link: https://issues.salesforce.com/issue/a028c000010FqVf/ 1. Workaround for Navigating to Knowledge Article: 1. Create a custom formula button with data type as text in knowledge__Kav object. 2. In that custom formula field use this formula with alternative text. HYPERLINK("/" &...

We'll be configuring a simple omniscript step that incorporates Salesforce Knowledge. Before starting the steps, in your org you need to have knowledge articles created and published.  Configuring OmniScript 1.  Create a New OmniScript: Navigate to OmniStudio in Salesforce. Under OmniScripts , click New to create a new OmniScript. Name your OmniScript and configure its basic details, such as the type and sub-type (choose "OmniScript" for most use cases). 2. Add a Step for Salesforce Knowledge: Once the OmniScript is created, open it in the OmniScript Designer . Add a New Step by clicking the + button in the Steps panel. Navigate to "Step" Properties. Select the Salesforce Knowledge step to display Knowledge articles or data. In above screenshot you can see Language, Publish Status, Keyword, Data Category Criteria, Record Type Filter. Language: You can select the language based on the user experience while configuring. Publish Status: You should mention ...

Consider one scenario where we need to show confirmation screen when user proceeding to next steps after updating details.  To achieve this, you'll need to use a custom button: when a user clicks it, a pop-up screen will appear, which can be implemented using LWC. Create LWC component  1. HTML code 2. JS code import { LightningElement , track } from 'lwc' ; import { OmniscriptBaseMixin } from "omnistudio/omniscriptBaseMixin" ; export default class ConfirmationScreenLWC extends OmniscriptBaseMixin ( LightningElement ) { @ track isOpen = false ;   handleShowPopUp() {         this .isOpen = true ;     }     handleOk() {         this .omniNextStep();     }    handleClose() {         this .isOpen = false ;     } } Enable a custom Lightning web component to interact with OmniScript by extending the OmniScriptBaseMixin component. The OmniScriptBaseMixin include...