S-2 | EP - 15 | Learn Salesforce OmniStudio Project with Sanjay & Abhishek | OmniScript Scenarios

going live hello everyone I'm Sanjay Gupta I welcome you on Sanjay Gupta tech school so uh we are back so I'm having Abhishek with me and uh probably uh this will be the third session of uh our om Studio project implementation and uh final session of this uh Boot Camp season 2 where in the beginning uh abishek explained you different different use cases of uh different uh tools those are available in om Studio like data reptor integration procedures omniscript and uh Flex cards and uh like two parts he already explained and uh uh like third part he he's going to explain today uh I I received lots of requests abishek like people are waiting like can can we can you invite abishek and so that he can complete part three so I know like we both are uh doing regular job as well so due to that uh I was unable to plan this session but thank you like you are here so uh first of all I I want to welcome you on the platform and uh yep so uh I think we can start with the session and um before uh before starting um I just want to recall like what uh business requirement we were implementing right so uh basically we were working on the case man mement right and U in two parts few uh technical solutioning you implemented so it was like uh few service cases will be there and through uh om studio uh different features we are going to implement the solution so that a case can be managed properly right so I think we can jump onto the uh solutioning directly so if you can explain like what you have already implemented and what parts are remaining so that those you can Implement and people who are following this project implementation they can complete the implementation yeah sure s so uh just to give you a uh give you all a recap so basically what we were implementing was uh like uh it's a uh simple tool for call management Cas case management system to the BPO we can say where a customer calls in and then a customer service agent will tell uh will ask some information from the customer like what is your account name then uh the call center agent will enter the account name then on onto the next screen uh we're going to populate some values of the account like phone number website email ID and then agent can confirm with the customer that are these all informations are correct so that the customer can be verified and when the C uh the call center agent will proceed further then we will show all the cases related to that account that were created previously and also uh C uh call center agent can create a new case as well for that customer whomsoever is calling to the call call center so this is a simple application that we were developing with the help of om studio and Omni Studio tools so into the part one and part two what we have completed till now is create a omniscript which will take the account name as an input then get the information with the help of data reptor and then in the second step we show we are showing all the information related to that account so that call center agent can confirm all the or verify all the details with the customer so that customer can be verified onto the second into the second part what we discussed or we implemented that uh we created One Flex Flex card and with the with the help of that Flex card we were uh fetching all the cases related to that account that that that were created previously and uh the account ID was getting passed from the omniscript to the flex card so basically first step we enter the account name second step we verify the details third step we send the Account Details to the flex card which is your account ID if I talk about Technical solutioning and then in that Flex card the account ID has been received and with the help of flex card we are calling a data reptor which will get all the uh information related to that uh all the records of the cases related to that account and we were showing all those cases into a data table into the flex card and into the part three which is the today's session what we're going to do is um we going to uh we're going to give a button to the customer or sorry the call center agent uh call center call center agent can ask the customer if you want to create a new case if the customer says yes then he that agent can click on that button and from that button we're going to launch a omniscript so basically on the button we will be having onto the flex card and from that Flex card we're going to call another omniscript which will create our case so this is the final piece of our project implementation so let's just uh go into the OR and let's see the implementation so I'll just give you the technical implementation as well what we did till till uh till now so this is the omis script that we were creating from the scratch so in the first step we were using a um a type ahead block to search for an account and after that uh onto the second step we were showing some details of the account like account name phone number website so that a customer can be verified and then call center agent will click on this verified information but uh check box then only we were showing the third step which is the showing all the cases related to that account and for for that we are using a flex card and that Flex card is embeded into our omniscript with the help of custom lightning web component properties basically this is element of the OM script by which we are calling our Flex card so and how we are passing the account ID from here we use this parent hyphen attribute if you are following the previous sessions you must be knowing what is the what is this keyword and in this we are providing all the account information which which was set into the this set this set value and if you if I give you a sneak peek of the flex card what till now what we have done is so if I go to the setup this is this page ID this is your account ID which is coming from your omniscript we are passing and uh this parameter we are passing to this data reptor and from this data reptor we are fetching all the cases related to the account ID which is which was get which was passed from the omniscript so just to show you from the UI perspective or from the implementation perspective what we have done so this is the final piece like we are searching for an account let's say s force then onto the Second Step customer call center agent will ask customer can you confirm your mobile number then customer will tell the mobile number then call center agent can click this check box and uh if I click next then all the cases related to that account which was which was created previously can be can we can see over here right now comes the third part where we will be giving a button to the call center agent uh which will be used to create a new case if customer wants to create a new case so if I go to the flex card and I'm going to create a new version for it or let's let's do one thing we will create the uh we will create the OM script first which will be a new om script uh so the flow will be from our OS case man management we we are calling this Flex card and from this Flex card we will be calling another omniscript which will create a new case for that from that Flex card so let me create a new omniscript we're going to call it OS let's take case and uh yeah in uh in the first step what we can do here is we can ask some some of the information related to case like let's call it case information and uh I think for case I think we uh the fields that we have which is I think uh subject uh case information required fields or any yeah so case origin and Status these two are required and U okay yeah other than that you can have any other fields as well so I think for origin we can take the pick list right yes origin origon and Status also we need to take a pick list yeah um so this is the origin let's okay let's call it case origin and let's take the values from the case only so case dot origin I think so that is correct yes and uh then we going to have one more which is the uh status status yes and again for this one we're going to say P status I think then let's keep the subject as well or we we're going to call it description yeah description and if we just just for confirmation if we preview it um all the things should be here yeah phone email web it is coming status is coming new working escalated and description we can give anything then we have to call a data reptor post section to create a case record right so we're going to call it DRP insert case and I think we don't have anything for the case so let's create a new one new dataor and and uh this is I mean like these all things are very simple because uh the this sort of things we have done for multiple times so yeah I'm not giving much thing here so now we will copy the input let's say it is phone let's say status and uh my new case and and then we going to from the action debugger let's copy the request so that we can map our values I think till here copy this then we're going to put it this into this input Json going to click on quick match and um yeah so cas origin will be we're going to match it with case origin here then case status would go with the status and we're going to description we're going to send it to the subject and You Must Be Wondering the the trickiest part here is we want to relate this case to that account ID correct yes so what we're going to do here is from our Flex card when we click on that new create case button we're going to pass the account ID okay and we will pass that account ID into a variable called let's say account ID okay so and that account ID variable will be available into our om script right now it is not there but when we pass from the flex card then it will be there so we're going to call that we're going to call that U varable as let's say this account ID when we will be passing it and we're going to map it with the account ID field let's go back to our omniscript and finally what we can do here is we can navigate to the account back I'm going to use a navigate action for this uh let's call it navigate account and it will be record object will be our account and this will be our account ID which we will be passing it from the flex card let's activate this omniscript if you if I'm like if you are confused right now I'll come back to this omniscript when we we will integrate this omniscript with the flex card so that it will it will all make sense so let's go to our Flex card back Let me refresh it once I think I have to refresh it all and uh yeah this is the this is the version that we created so for calling for calling a omis script from the flex card there is a element called into our Flex card called action okay so we're going to drag and drop this okay I think what we can do is first we let's take a block so that it will be separated from the uh data table above and then we going to drop drag and drop the action here okay now we're going to name it name the section let's say um create case we can give anything and we're going to label it as new case then we will say say display this action as a button show only the icon uh no I think we um yeah we want to show the icon and icon we can change so let's take some case icon let's take this one new case Okay save so this will get changed right so this is just a properties for the action which will work as a button now if I go into the action part for this okay what we have to do is we can use a fly out so what is a fly out fly out is nothing but it's kind of a model so if you have worked upon onto the lwc component or let's say a simple HTML page as well if you click any sort of button then there is a pop comes up similar to similar to I'll show you um similar to kind of this when I click on this this is a popup correct so fly out is same thing it's a popup thing and fly out type we're going to say we we want to call a omniscript and uh now here we will we will be searching for our omniscript which is create case this one OS create case which we just created right and if you want to launch it into the lightning or New Port we will use lightning fly out type it should be a popover or model model popover that means the it will open into a new tab and model it will open as a model I mean like into a popup right and now the final part so if you remember from our parent omniscript which is OS case management we are passing the account ID into the parent. ID if I go back here if I go into the setup this is this is the variable which is getting passed from our parent omniscript which is OS case management and this is the this is the variable that we want to pass to our second omniscript which will be creating the case so if I'll go back to the s and so for passing the variables I have to add an attribute and into into the attribute we're going to name the uh name the variable which we used into our data rtor okay and uh so let me let me rrate once back so basically what we are doing is from this case management which is our parent omniscript we are calling this uh Flex card and in this Flex card we are passing the account information if I go come back here into the setup we are getting that account ID from our omniscript we are passing it to a data Raptor and data raptor is giving us the case related information which is which created previously with the help of this action we are calling this omniscript which is create case which we just created and into that om script we are passing a account ID variable and in that account ID variable we are passing the parent. ID again which is coming from our parent omniscript so parent omniscript then your Flex card in from your Flex card you are calling another omniscript and in that another omniscript you are passing that account ID which is coming from your parent omniscript and this oh sorry this account ID variable we are using into this omniscript and in this omniscript we are calling this data reptor and in this data we have this account ID so this account ID key uh keyword and this keyword should be the same because this is the variable that is that we are using into this omniscript now correct so this is done this is done and let me activate this Flex card now and there is a problem here is okay I'll show you so let's execute the whole flow again from the omniscript I'm going to click on preview s fors next so till now this part it was the same now here comes the new part new case so from this Flex card we have added one button which is your action and from that action we are calling our new omniscript which is this OS create case and in this OS create case we are passing this p. ID which is nothing but your account ID which is coming from this om script only but when I click this new case button from here as you can see that omniscript is get got launched into into a model right correct so I mean like to see this okay what we can do here is let me create a case phone let's say new my new case one okay next but if you remember from the omniscript um omniscript uh scenario session navigate action never works into the preview for check checking the navigate navigate action we need to activate which we have yeah no we already have this activated but we have to add this omniscript onto a homepage or somewhere okay okay in into the real life experience correct so but till till this step till this step our uh data reptor which which is into our second omis script should get called if I go to the de action debugger as you can see um I think that debug will not come here but what we can do is we can go to the accounts and we can check from the S Force if Case got created or not let me open this s force account and uh yeah as you can see my new case one is there correct it is created now let's see it from the homepage because uh I mean like I'm not sure if you remember or not but this case management omniscript we have already added onto the homepage so this is our om script let's do it from here as for next I have verified the information as you can see now this my new case is also coming right correct now when I click on this one this model is getting launched which is nothing but our new omniscript let's create a new case new let's go let's call it my new case 2 right and now my navigate action will work because this is a real lightning experience and as soon as I click on this one I will be able to navigate to the newly create uh I will be able to navigate to the account record and RK should get created as you can see I am navigated to that account automatically and I think this is not getting refreshed if I refresh it as you can see my new case 2 is coming now right right so this is kind of a um this is kind of a you know um and okay I have one more thing to show I'll just take few more minutes so basically when we created a new case right um s force next verified the this case also came new let's own status let's call it three and I'm going to click next I'm going to get navigated to the account and my new case is here but if I go back to the homepage again my model didn't got closed it is still open right so we can configure that as well so if I go back to the flex card and let's create a new version here and onto this action there is a configuration called reset component on close preload fly out fly out component so I think we can click on this one reset component on close and it will reset it and it let me activate this if I go what I did refresh let's do one more time as Force this next let's create a new case again phone status or next I'm navigated to that account my other another case got created and if I go back and if I click on this one I think it didn't work but what actually uh supposed to happen here is this list should get uh refreshed automatically but I think because I tried that uh before as well but it didn't work so I mean like we can skip that part but coming to the Crux again uh I'm just just going to give you a overview again from here so basically from this omniscript which is our parent omniscript or we can call it omniscript 1 we are searching for an account then we are showing the details for that account and after that we are calling that Flex card to show the case related to it let's go back to our Flex card in this Flex card what we are doing is sorry yeah we are showing the all the cases related to that account and for fetching that information we are using a data reptor and to that data reptor we are passing this pn. ID which is coming from our omniscript one right then this is a action element of the flex card and in this action element we are calling a fly out and fly out Ty type is omniscript then we have selected our omniscript and to the omniscript 2 we are passing again the parent. ID which is coming from your omniscript one and which is your account ID and we are passing that account ID into this omniscript now if I go back to the go to the omniscript to we are taking some uh information related to case I'm not oh yeah we are taking some information related to that case origion status description then we are calling a data reptor and in this data reptor we are passing these information from the screen and this account ID which is coming from your Flex card and finally then we are using a navigate action and we are using this account ID which is again coming from your Flex card and to your Flex card it is coming from your omniscript one so this is a simple application for a case management tool where a call center agent would work with a client to create a new case or if he wants or that call center agent wants to show some uh see some details later to that customer that also that caller agent can do okay I think that is the one yep so uh related to this uh one quick question uh uh SMY Rea asked so you implemented fly out and uh you use navigation option to navigate to the account right so she's asking uh can we can can we do one thing like can we automatically close it without using navigation option so is it possible like if we don't use navigation and uh it will be like uh uh once uh case is created automatically and that fly out model will be closed automatically is it possible I think it should be um there should be something here into the configurations only but I mean like I we haven't tried it but it should be possible I think so so yeah so shriti I think you need to explore this thing if you want to do so this can be doable but you need to do some research generally we use navigation because whenever we create new records we we generally try navigation because uh if you don't use the navigation then U like uh your process will be stuck there only you need to click and you need to redirect so generally uh to fulfill the business requirement we use navigation to particular record it can be account or it can be newly created case so anything we can use correct correct okay she's saying she already tried uh out the close event with popup but it didn't work so yeah maybe you can uh you can reach out to abishek uh through Linkedin and maybe you can discuss yeah I mean like I will also do some sort of research on this closing that model but yeah I'll I'm going to get back to okay so I think here um this implementation if we summarize so uh initially omniscript then omniscript is calling the flex card through Flex card again we are calling omniscript and data raptor is working in the background to fetch the data to create the record so that that way I think it is uh built totally right correct so Flex card is working as a bridge between script one and two one and two right correct yep so I think this is very good implementation and uh uh those those who are following this boot camp from last year I hope uh like this is this is a proper end of this boot camp because uh if you follow both the playlist season 1 and season 2 so you will be able to understand all the concepts you will be able to do all the scenario practice and uh as a final outcome you will be able to implement one end to- end scenario which can improve your practical knowledge and I think if you go before any interview if you implement this scenario it will brush up all your om Studio skill set okay definitely yeah so I think uh we are good so u i I want to express my gratitude to abishek like he uh spared a lot of time uh we discussed lot of uh things together uh in preparing this whole boot camp so uh like I can see lots of people are Learning omness Studio they upskilling uh their knowledge uh I saw a few folks uh cleared certifications as well so whenever anybody will be like uh getting knowledge or doing any certification so like uh as I always say like all credit will go to abishek only because uh uh he uh singleand single-handedly explained everything in detail and uh help helping the community right so thank you abishek for um like sharing all your knowledge with the community uh one challenge we are facing right now like uh org is not available free so uh newcomers are not able to do practice but uh I think uh trail head or Salesforce will do something for that so that new folks can also do practice uh yeah yep okay so I like something something we can't uh yes we cannot control you it's totally un but but those those who are like associated with any organization if you are working professional and if your organization is partner of Salesforce then you can request for a free org because Partners can have free om Studio org so you can request for that and you can do proper practice Yeah okay and uh uh like one more request if you like uh the videos or if you U share this boot camp with anybody so ask them to like the uh sessions so that uh like more it can reach to more people and more people can get benefit out of it okay so and one more thing U I'm planning with abishek to do some sort of mock interview sessions so people are asking for om Studio interview question and answer so I'm planning to do some mock sessions for end to end Salesforce starting from admin then we'll go to development then om Studio integration then cloud related stuff so uh I'm going to launch that series soon so recently like we launched our automation testing boot camp and from next week onwards I will be starting sales Cloud boot camp so maybe um in June or July we'll start more interview series as well so keep following and U yep so anything abishek that you want to add uh because this is last session and uh if you want to sum up anything about uh Omni Studio any suggestions that you want to give yeah sure thing s so first of all uh I mean like from the season one and season 2 I mean like this is my first time delivering any sort of sessions online or live so thanks to you for that giving this opportunity because it gave some sort of I mean like not some sort of it gave a lot of confidence to me as well if I can if I can go and take take some sort of session a live session from for 50 or 100 plus audience I can do it confidently now so that's a plus or benefit for me and another thing is all the folks who are watching this um I I mean like if you think that um you are struggling to learn Apex s soql lwc components I mean like I don't I don't um suggest folks to skip those things apx SQL lwcs or components but if you are struggling to uh learn these learn those Concepts then you can definitely switch to Omni Studio where all these things can be can be done with the configurations with the click and click and point tool right so and right now in the market this Omni studio and all the velocity clouds like uh health cating insurance communication all these things are getting uh I mean like these things are in demand right now so for learning those clouds the first very first step is to is learning Omni studio so if you learn this concepts of omni Studio then definitely you will be a uh you will be you will be having an extra Talent on onto your CV that you can apply to any any sort of company so it's a good thing to yeah yep so once again thank you abishek for doing all the stuff for the community and U thank you everyone everybody for being a a wonderful audience and uh those who are following these sessions please uh utilize uh whatever knowledge is available and try to complete this project and once you complete this project if you if you can showcase that on LinkedIn so that would that would be appreciable okay so thank you so much those who joined live and thank you those who are watching the recordings um see you in the uh another session thank you thank you abishek bye everyone thanks