How to Create Digital-First Experiences with Salesforce OmniStudio

Salesforce OmniStudio is a suite of digital engagement tools that simplify the creation of complex, industry-specific experiences on Salesforce1. These configuration-first tools enable designers to create a guided brand experience resembling a flow, with the UI and styling flexibility of Lightning Web Components2.

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 platform3.

In this blog, we will explore the key features and benefits of OmniStudio, and how you can use it to build digital-first experiences for your customers, partners, and employees.

What is OmniStudio?

OmniStudio is a digital engagement suite that consists of four main components14:

OmniScript: A declarative tool that allows you to design guided interactions for any channel or device. You can use OmniScript to create forms, surveys, wizards, and more, with dynamic logic and data validation.

FlexCard: A reusable UI component that displays contextual data and actions at a glance. You can use FlexCard to create dashboards, summaries, and cards that show relevant information from multiple sources.

DataRaptor: A data integration tool that enables you to read, transform, and write data from Salesforce and external systems. You can use DataRaptor to map complex data structures, perform CRUD operations, and call REST APIs with drag-and-drop configuration.

Integration Procedure: A process orchestration tool that allows you to design workflows that integrate data from multiple sources. You can use Integration Procedure to execute DataRaptors, OmniScripts, Apex classes, and other actions in a sequence.

What are the benefits of OmniStudio?

OmniStudio offers several advantages for creating digital-first experiences on Salesforce14:

Go digital fast: You can quickly deploy business and industry-specific processes to automate interactions with your customers and partners. You can also simplify integrations using drag-and-drop configuration with a modular, microservice-oriented approach.

Build flexible, branded interfaces: You can create rich, responsive, and consistent UIs with low-code, WYSIWYG configuration. You can also customize the look and feel of your interfaces with themes, stylesheets, and custom components.

Automate the agent and customer service experience: You can streamline and optimize business processes by displaying only the data you need, right when you need it. You can also guide your users through sales and service processes with fast, personalized responses.

Unlock business agility: You can craft guided user experiences without code, using declarative tools that accelerate innovation. You can also leverage the power of Salesforce Platform, Einstein AI, MuleSoft Anypoint Platform, and AppExchange solutions to enhance your digital engagements.

How to get started with OmniStudio?

To get started with OmniStudio, you need to install the OmniStudio package from AppExchange in your Salesforce org. The package includes all the OmniStudio components, as well as some sample projects and templates that you can use as a reference.

You also need to enable some settings in your org to activate OmniStudio features. For example, you need to enable My Domain, Lightning Experience, Lightning Web Components (LWC), Lightning Message Service (LMS), Custom Metadata Types (CMDT), Platform Events (PE), Platform Cache (PC), etc.

Once you have installed and configured OmniStudio in your org, you can access the OmniStudio tools from the App Launcher or the Setup menu. You can also use the IDX Workbench desktop app to migrate changes and their dependencies between orgs.

How to use OmniStudio tools to create digital-first experiences on Salesforce?

To use OmniStudio tools to create digital-first experiences on Salesforce, you need to follow these general steps12:

Define your business requirements: Identify the use cases, scenarios, and personas that you want to address with your digital engagements. For example, you may want to create a guided experience for customers to apply for a loan, or for agents to handle service requests.

Design your data model: Define the data sources, objects, fields, and relationships that you need to support your digital engagements. You can use Salesforce objects, external objects, custom objects, or Apex classes as data sources. You can also use DataRaptors to map and transform data from different sources.

Design your user interface: Define the layout, style, and behavior of your UI components that you want to display on different channels and devices. You can use OmniScripts to create guided interactions, FlexCards to display contextual data and actions, and custom components to extend the functionality of OmniStudio.

Design your business logic: Define the rules, conditions, validations, and actions that you want to execute as part of your digital engagements. You can use Integration Procedures to orchestrate workflows that integrate data from multiple sources. You can also use Apex classes or REST APIs to perform custom logic or call external services.

Test and deploy your digital engagements: Test your digital engagements in a sandbox or developer org before deploying them to production. You can use IDX Workbench to migrate changes and their dependencies between orgs. You can also use Omni Analytics to monitor and optimize the performance of your digital engagements.

What are some examples of OmniStudio in action?

OmniStudio can be used to create digital-first experiences for various industries and use cases. Here are some examples of how OmniStudio can help you deliver better customer outcomes34:

Financial Services: You can create a guided experience for customers to apply for a loan, check their eligibility, upload documents, sign contracts, and track their loan status. You can also create a dashboard for agents to view customer profiles, offer personalized recommendations, and manage loan applications.

Healthcare: You can create a guided experience for patients to book appointments, fill out forms, access health records, and receive care plans. You can also create a dashboard for providers to view patient information, prescribe medications, and coordinate care with other providers.

Manufacturing: You can create a guided experience for customers to configure products, request quotes, place orders, and track shipments. You can also create a dashboard for sales reps to view customer insights, generate proposals, and close deals.

Public Sector: You can create a guided experience for citizens to apply for benefits, submit requests, report issues, and access services. You can also create a dashboard for caseworkers to view citizen profiles, verify eligibility, and manage cases.

Conclusion

OmniStudio is a powerful suite of digital engagement tools that enable you