Salesforce OmniStudio is a tool to build digital customer experiences tailored to any industry and can deliver automation for any business use case with its No-Code and Low-Code features. It provides automation with No-Code Low-Code feature only with configuration.

Salesforce OmniStudio is a great tool to create guided interactions that integrate into any industry-specific process. Admins can easily develop guided user experiences without code.

In that process, by only dragging components, the admin can integrate a component with external data. Imagine a developer or administrator consuming external system data in no time and a scalable manner without writing any code.

Show that data from Salesforce or external sources in a contextual screen for a full view of relevant data in a single place.

Why use OmniStudio

A Low Code No Code Platform enables customers to create guided brand experiences specific to their industry with clicks.

Drag-and-drop configuration capabilities

Effortlessly meet the demands of omnichannel service by deploying and updating these interactions across multiple devices and channels.

OmniStudio is part of Einstein Automate, which integrates Salesforce automation capabilities across Platform, Einstein, MuleSoft, Industries, and AppExchange to deliver an efficient end-to-end workflow platform.

Advantages of Omni Studio

• Build a guided user flow that is highly customizable by configuration – The power of OmniScripts
• Build customizable UI to show relevant data in a single screen from multiple data sources just by using clicked-based elements – Flexcards
• Declarative ETL tool that extracts, transforms and loads data in Salesforce without writing code; operates behind the OmniScripts and Flexcards – DataRaptors
• Declarative way to retrieve data from Salesforce/third-party services without any additional user interaction; run server-side for greater performance – Integration Procedures

Components of OmniStudio

FlexCards: Cards that display contextual information and actions in an at-a-glance format for a customer. A Datasource Wizard populates a FlexCard with data from one or more sources via point-click integration.

OmniScripts: A guided path to complete a business process. It’s a Modular Architecture in nature. A developer can integrate data from multiple sources (Salesforce or third-party), manipulate it, and send it back to its source, all from within the OmniScript. The data is captured in the standard JSON format.

OmniScripts has a great feature to dynamically generate documents from templates (MS Word, PDF, and HTML outputs), merge data from any data source, and then create and operate on these documents, like attaching them to Salesforce records and emailing them to recipients, plus delegate to DocuSign for eSignatures.

DataRaptors: Configurable services for retrieving, transforming, and updating data. A DataRaptor mapping tool enables you to read, transform, and write Salesforce data. There are four types of DataRaptor: Turbo Extract, Extract, Load, and Transform.

Integration Procedures: Declarative features and server-side processes that execute multiple actions in a single service call. An Integration Procedure is also recommended when you need fast processing of complex data from multiple sources. Server-side processing enables faster performance since, in most cases, the server is faster than the client at processing data. Combining multiple actions in a single server call prevents round trips to the server. Minimizing client/server calls is beneficial, as more round trips mean slower performance.

DataRaptors and Integration Procedures deliver data to and from UI components. They orchestrate calls to Apex classes, calculation engines, and external application programming interfaces (APIs) to execute whatever business logic is required.

Omni Scripts Vs Screen Flow: When to Use What

How to get an Omni Studio Developer Org

Signup for a Developer Edition org that has OmniStudio pre-installed. The org has all the data you need for hands-on practice in the OmniStudio Trailhead modules. This special org has a 180-day license

https://trailhead.salesforce.com/promo/orgs/omnistudiotrails

OmniStudio License

OmniStudio is included with specific Industries subscriptions: Financial Service, Health Cloud, Manufacturing, and Vlocity Clouds(Communications, Media, Energy and utilities, Public Sector, and Insurance)

Stay tuned for Omni Out

Explore more at https://twirltech.in/architect-blogs/

Salesforce has recently released Hyperforce to host the Salesforce App in a public server of your choice. Hyperforce is an entirely new infrastructure architecture that unifies the foundations of the various clouds and allows Salesforce to scale rapidly and securely using Public Cloud Partners, including Microsoft Azure, Amazon Web Services, and Google Cloud Platform.

Hyperforce is currently available in India, Australia, Canada, Japan, Singapore, Germany, France, and Brazil for Salesforce Core Services (“Core”). Customer 360 Audiences (CDP) is live on Hyperforce in the US and Germany

https://www.salesforce.com/in/products/platform/hyperforce/

Need for Hyperforce:

Countries like China, Russia, and others have strict data policies. Many Countries impose laws on what data can be hosted outside their borders and what data can’t go outside the country. In those customer requirements, Hyperforce comes to the rescue and supports local data storage, meaning customer data will not be transferred outside that country. Hyperforce means that data is stored at rest in the country. Data can be transmitted out of the country through standard interfaces.

Hyper-scalable: Implement faster with a super flexible infrastructure, Protect sensitive data
with the built-in trust of Salesforce.

Hyperforce uses modern, cloud-based technologies that require you to adopt technical best practices in order to maintain connectivity with Salesforce. On Hyperforce, there are mandatory best practices:

• Don’t use hard-coded instance references
• Don’t use hard-coded IP allowlists.
• Use HTTP1.1 or higher to call Salesforce API endpoints
• Include a Service Name Indicator (SNI) in your TLS ClientHello message when connecting to a Salesforce service

What products are currently available on Hyperforce?

• Core Salesforce Services (the services branded as Sales Cloud, Service Cloud, Experience Cloud, Chatter, and Lightning Platform)
• Tableau CRM (including Einstein Discovery), Consumer Goods Cloud, Manufacturing Cloud, Service Cloud Voice
• Customer 360 Audiences (CDP)
• Managed packages branded as Salesforce CPQ and Salesforce Billing (together formerly branded as Salesforce Quote-to-Cash), Health Cloud, Financial Services Cloud, Sustainability Cloud, Salesforce Maps, and the Field Service managed package (“FSMP”), which is a feature of Service Cloud

Licensing
Currently, there is no cost for applications to run on Hyperforce.

Hyperforce Assistant: Salesforce provides tools and assistance to migrate the current Salesforce Org to Hyperforce. Salesforce provides Org Readiness Check; very similar to Lightning Migration Readiness Check to perform Hyperforce Specific Checks like

1. Hard coded URLs
2. IP Allowlist
3. HTTP 1.0

During the plan migration, the existing Salesforce Org will be made read-only.

Find more at https://twirltech.in/architect-blogs/

Turn social network posts into cases or leads with Social Customer Service. Service Agents can reply to social network posts from the Service Console. Salesforce Social Customer Service capability is delivered by Marketing Cloud Social Studio which is integrated with Salesforce Platform seamlessly.

Channels supported as of now:

1. Facebook
2. Twitter
3. Instagram
4. YouTube

There are two solutions to implement Social Customer Service, Basically, both are delivered by MC Social Studio.

1. Social Customer Service Starter Pack: Comes with Service Cloud License, General limits are:
   1. Two or fewer social accounts can be tracked. So f you add one Twitter account, you can only add another Twitter account or one Facebook account
   2. No moderation rule, all posts become cases
   3. Instagram and YouTube aren’t available
   4. Can’t customize the default Apex code. The default Apex class creates a social post, social persona, case, and contact, and supports common use cases which can be customizable if you have Social Studio accounts

• Social Studio accounts Marketing Cloud Social Studio implementation. Connector in Service cloud to integrate with MC Social Studio.

The features are:

• Create Cases or leads from Social network posts and Assignment Rule to assign the cases to agents
• Agents can directly respond back to customers to the Social Channels from the Service Console
• Inbound and outbound social posts appear in case histories
• Track customer sentiments and keywords” and help agents offer to take public conversations private
• Send service requests directly to the Service Console, where agents can switch the conversations to the best channels for customers at any time.
• Bring sales, service, and marketing teams together on social platforms to collaborate on the customer experience

Does the customer wants a few specific agents who are assigned to handle social posts from customers:

Admin can control the access via the permission set and profile permissions to access the social accounts.

If there is a governance requirement to review and approve responses from agents to social posts before making them public:

Admin can create an approval process for social services in which to assign service managers or marketers. Enable approvals for social posts in Social Customer Service Setup.

Can the agent share a file to the posts on social platforms for customers:

Send the attachment/file link to the post. Give the Run Apex As User in Social Customer Service Setup permission to Create Public Links.

Does the customer wants to moderate and triage incoming posts and only create cases for posts that have actionable requests:

Not available in the Social Customer Service Starter Pack. Social Studio account and its Social Studio Automate rule to turn off automatic case creation and enable moderation.

Read more at https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5

https://twirltech.in/architect-blogs/

To render Google Map in Salesforce LWC we have a couple of options, let’s discuss those first:

• MAP Base Component in LWC

Out of the Box in Salesforce, no need for additional Google MAP API; Only Plots the traverse points in the map, no route information

https://developer.salesforce.com/docs/component-library/bundle/lightning-map/documentation

• Google MAP API implementation ONLY in LWC

Technically, this is not possible at this moment due to Security with Lightning Locker Services which prevents to run a script from a different domain/CDN

• Google MAP API implementation with LWC + VF

The only possible design currently is placing a VF inside an LWC to render the Google Map and show the route. All logic is inside the LWC- VF is only for rendering

• Buy Field Service Lighting or SALESFORCE MAPS licenses

We will only discuss the Google MAP API implementation with LWC + VF solution in this block. This is the only possible solution that needs customization in LWC, VF and APEX.

Prerequisite: Google MAP API License key for commercial use

The solution and Implementation steps are:

1. A Quick Action to add a Lightning LWC Button to a page layout to access google form.
2. Clicking on the button will open an LWC Component, LWC component will get the current record id and will call the apex controller to get the data.
3. Get all required field information from the Apex controller class.
4. Pass the Information info to the VF page to render the Google Map.
5. Google Map is dynamically rendered based on the JSON input received from the LWC component.

• It has one iframe to host the VF page that will render the Google Map by using the google map javascript library.
  • This solution has one unique challenge – to communicate data from the LWC component to the VF page and from the VF page to send the data to the Google Javascript library. All event sequences need to be followed properly.
  • LWC component will read data from the salesforce object and send the location data to google Map.

• It plots all the locations to Map with the route.
• The right-hand side panel shows the distance between each point. All Data is dynamically populated from google maps.

VF code to render Google MAP

<apex:page showHeader="false" >
    <apex:includeLightning />
    <div id="rcontainer">
    </div>   
    <head>
        <meta http-equiv="content-type" content="text/html; charset=UTF-8"/>
        <title>Google Maps API v3 Directions Example</title>
        <script type="text/javascript" src="//maps.google.com/maps/api/js?key=GOOGLE API KEY"></script>
    </head>
    
    <body style="font-family: Arial; font-size: 12px;">
        
        
         <script >
                
            /*** EventListener to GET response from LWC  ***/
                   /*** EventListener to GET response from LWC  ***/
window.addEventListener("message", function(event) {
    var directionsService = new google.maps.DirectionsService();
    var directionsDisplay = new google.maps.DirectionsRenderer();
    
    var map = new google.maps.Map(document.getElementById('map'), {
            zoom:7,
            mapTypeId: google.maps.MapTypeId.ROADMAP,
        	mapTypeControl: true,
        disableDefaultUI: false,
        

    });
    directionsDisplay.setMap(map);

    directionsDisplay.setPanel(document.getElementById('panel'));
    console.log('vf page data'+event.data);
    var request = {
        origin: '',
        destination: '',
        waypoints: [],   
        travelMode: google.maps.DirectionsTravelMode.DRIVING
    };
        console.log('request1'+request);
    let counter=0;
    for (let i = 0; i < event.data.length; i++) {
        console.log('Check_In_Location__Latitude__s'+event.data[i].Check_In_Location__Latitude__s);
         console.log('Check_In_Location__Longitude__s'+event.data[i].Check_In_Location__Longitude__s);
        if(i==0){
            var StartLocationA = new google.maps.LatLng(event.data[i].Check_In_Location__Latitude__s, event.data[0].Check_In_Location__Longitude__s);
            request.origin=StartLocationA;
            console.log('request2'+request);
        }
        else if(i==event.data.length-1){
            var EndLocationB = new google.maps.LatLng(event.data[i].Check_In_Location__Latitude__s, event.data[0].Check_In_Location__Longitude__s);
            request.destination=EndLocationB;
            console.log('request3'+request);
        }
        else{
            
            var StopOver1 = new google.maps.LatLng(event.data[i].Check_In_Location__Latitude__s, event.data[0].Check_In_Location__Longitude__s);
            var waypointjson={
                          location: StopOver1,
                          stopover: true,
                        };
            request.waypoints[counter]=waypointjson;
            counter++;
            console.log('request4'+request);
        }
    }
    
    
    directionsService.route(request, function(response, status) {
        if (status == google.maps.DirectionsStatus.OK) {
            directionsDisplay.setDirections(response);
           	hideDetail();
            
        }
    });
});
        //This is a POC code, Loading div needs to implemented for actual implementation
        function hideDetail() {
  			
            setTimeout(
    			function() {
      				for (let i = 0; i < document.getElementsByClassName('adp-directions').length; i++) {
  						document.getElementsByClassName('adp-directions')[i].style.display='None';
					}
    			}, 100);
            setTimeout(
    			function() {
      				for (let i = 0; i < document.getElementsByClassName('adp-directions').length; i++) {
  						document.getElementsByClassName('adp-directions')[i].style.display='None';
					}
    			}, 500);
            setTimeout(
    			function() {
      				for (let i = 0; i < document.getElementsByClassName('adp-directions').length; i++) {
  						document.getElementsByClassName('adp-directions')[i].style.display='None';
					}
    			}, 1000);
			}
        
             const contentString =     				;

  			const infowindow = new google.maps.InfoWindow({
    			content: contentString,
  			});

        </script>
    </body>
</apex:page>

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