In 2020 Salesforce acquired Vlocity, which became now part of Salesforce industries offering (SFI). This session will be deep dive into the core components of the SFI package for insurance are and how it works together with the Financial Services Cloud specifically focusing on the Insurance vertical. You will learn: What is Ommistudio and its main components What is OmniScript how it differ from Flow What is DataRaptor and how to use it What is Integration Procedure and how it differ from Salesforce APIs What are calculation procedures and matrices and how it differs from formulas What is Flex Card and how does it differentiate from LWC What is Product Admin in SFI and how differs from Product2 object in Salesforce What is Policy Admin and where to use it What is Quote and how differs from Salesforce CPQ process How SFI leverages Experience Cloud How to design an Insurance model in FSC Main highlights for implementing SFI in Insurance

1. Salesforce Industries – Insurance
Intro for Architects & Developers
by Jiří Krám, Accenture

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- 17 years experience with
Salesforce
- Specialty: Financial Services
(Banking & Insurance)
- Core focus: Cloud & Multi-cloud
architecture
Jiří Krám
My position: Manager, Accenture

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Content
Salesforce vs Salesforce Industries
 Salesforce Financial Services Cloud for Insurance
Salesforce Industries – Omnistudio (Shared across all industries)
 Omnistudio – FlexCard
 Omnistudio – OmniScript
 Omnistudio – Integration Procedure
 Omnistudio – DataRaptor
 Omnistudio – Calculation Procedure & Calculation Matrix
Salesforce Industries – Insurance (Core modules)
 Insurance – Product Catalogue
 Insurance – Quote, Rate & Apply
 Insurance – Policy Admin
 Insurance – Contract & Enroll
 Insurance – Billing & Payments
 Insurance – Claims & FNOL
Salesforce Industries - Lessons learned (Q&A)

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CHAPTER ONE
SALESFORCE & INSURANCE

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Salesforce vs Salesforce Industries
Salesforce
 Generic data model / requires building
custom objects
 Integration has to be developed custom
 No pre-built industry specific processes
 No product catalogue, no embedded
industry standards
 Flows – generic requires customization
per industry
Salesforce Industries
 Industry data model / reuse standard objects
vs building own
 Optimized for integration with industry specific
backend systems
 Pre-built common industry specific processes
 Product catalogue optimized per industry
standards
 Omnistudio – Guided omnichannel flows

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Salesforce Insurance (High level view)

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Salesforce Insurance – Building Blocks
Salesforce Financial Service Cloud – Insurance
 Insurance specific data model / standard objects
 Insurance 360 customer view
 Bridge between Salesforce core (Sales, Service, Marketing) and SFI (Industries)
Salesforce Industries – Insurance
 Extends FSC Insurance and Salesforce (Sales / Service) data model
 Pre-built insurance specific processes and objects extending FSC
 Modular architecture: Quoting, Rating, Policy Admin, Claims, FNOL
 Insurance specific product model: Insured item, Insured party, Coverage

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FSC Insurance – Data Model

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When to use what?
Salesforce Financial Service Cloud Insurance
 You want to build Insurance CRM (Customer 360, Marketing, Generic service)
 You don’t want to do product & policy related tasks: Manage policies, Quoting, Rating, Claims, FNOL
Salesforce Financial Service Cloud Insurance + Industries
 You want to build Insurance Applications (Quoting, Policy Admin, Claims Management)
 You want insurance product model with all building blocks (product specs, insured items, insured parties,
coverages, rating facts…etc.)
 You need to create & manage insurance rules (underwriting, rating, claims)

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CHAPTER TWO
SALESFORCE INDUSTRIES - CORE

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Omnistudio – layered architecture

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FlexCard
• Graphical Data Presentation and Launch Framework
• Dynamic Presentation with Multiple Cards & Card
States
• Integrated with Vlocity Actions for Dynamic Link
Generation
• Ability to Fetch Data Independently from Salesforce,
REST or Custom Data Sources
• Deployable to Console, LEX, Community, Mobile &
External Web

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OmniScript

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Integration Procedure

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DataRaptor + IP + FlexCard + LWC

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DataRaptor + IP + OmniScript

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Calculation Matrix & Procedure

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CHAPTER THREE
SALESFORCE INDUSTRIES
INSURANCE

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Salesforce Insurance (FSC/FSI)

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Product Catalogue
• Innovation-Driven Product Catalog
Supports Coverages, Insured Items,
Rates & Rules
• Digital-Ready Policy Administration
75+ API-enabled Transactions and
Pre-Configured Portals and Apps.
• Comprehensive Claims Management
FNOL, to Auto-Adjudication to
All Claims Financials
• Seamless Customer-Centric Journeys
Lead through Issue on the Salesforce C360
• Automation-enabled Workflows
Low/No-Code Straight-Through Processing

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API DRIVEN CORE FUNCTION DESIGN

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Insurance Customer Data Model

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Insurance Customer Data Model
 Reusing Accounts & Contacts, Account Contact Relationship from CRM
 Repurposes Asset for insurance specific record types
 Introduces Party model for financial services
 Adds Insurance Policy & Insured / Insurable Items
 Adds Products & Services (held and non-held)
 Adds Financial Accounts, Statements, Billing Accounts
 Adds Attributes model

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Policy Administration
• Complete system of record with Full Policy Lifecycle Support
• Metadata-based Product Management, including Rules and
Rating, for Easy Code-Free Maintenance
• Pro-Rata Endorsement and Cancelling Pricing, including Out-
Of-Sequence Endorsements
• Automated Renewals and Payment Plan Processing
• Earned Premium Schedule and Reporting
• Policy Transaction Posting
• Guided, omnichannel user experiences
• Native Support for Salesforce FSC Object Model

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Policy Data Model

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Policy Data Model
 Extends Insurance Policy & Insured / Insurable Item data model from FSC
 Allow manage Policy Member Assets including difference between insured person and beneficiary
 Creates Product / Product Spec / Coverage / Policy / Plan relationships
 Maintains Policy Transactions, Revenue Schedules and Surcharges
 Introduces Partner (Tied Agent, Broker) model including Carrier / Writing company / Producer / Commission
relationship
 Leverages SFI Insurance Product Catalogue: Product Specs / Coverage Spec / Insured Item Specs / Rating
Facts…etc.

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Quote, Rate & Apply
• Guided, omnichannel quotes and applications
• Based on Salesforce Opportunity, Quote and Product
Objects
• Real-time Call-Outs for Data Enrichment
• Attribute-driven Policy Configuration with Real-Time
Repricing
• Automated Underwriting and Referral Rules
• Underwriter Workstation for Approval andAdjustments
• Template-driven Proposal Generation

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Quote Data Model

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Quote Data Model
 Extends Salesforce’s Quote / Quote Line Item / Opportunity / Product2 model
 Adds Attributes (JSON) from SFI Product Catalogue (beyond SF Fields in Product2 object)
 Combines multiple SFI & FSC object to Quoted Insurance: Coverage / Insured Item / Insured Party / Quoted
Policy / Quote Item Relationships
 Product Availability & Eligibility driven by rules set in SFI Product Catalogue
 Deals with Product Taxes / Fees / Adjustments
 Deals with Commission / Producer / Carrier / Writing company relationships

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Claims Management
• Peril-based Omnichannel FNOL
• Data Capture and Rules based on Policy or Peril
• Automated Adjudication and WorkflowRules
• Claims Adjuster Workstation embedded within Salesforce CRM
• Coverage Assignment, Verification and Payout Calculations,
including Limit and Deductibles
• Salesforce Approvals for Reserve and Payments
• Integrated Document and Image management, including
Rules-based Document Placeholders

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Claims Management Data Model

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Claims Management Data Model
 Reuses data in Policy Admin (Coverage / Product / Insured Item / Insured Party)
 Establishes relationships between Claims Participant (e.g., Driver / Other Driver / Witness /
Adjustor)
 Deals with Adjustment of Reserves & Payments
 Link to Claim evidence adjustors (images, documents, videos) from multiple sources
(email / call center / FNOL)
 Deals with Claims related to partners / brokers / tied agents (e.g., negotiating on behalf of the
client)

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CHAPTER FOUR
SALESFORCE INDUSTRIES
LESSONS LEARNED

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SFI INSURANCE – LESSONS LEARNED
1. Product is the King – everything starts and ends with the product, do a lot homework before you start building
your product.
2. Rule is the Queen – every product comes with the rules, when, how and to whom you can offer it, rules will
take a lot effort.
3. Know Omniscript in and out – this is the area you will spend most of your time, well designed Omniscript
means your products and rules are clear.
4. Use Integration Procedure when you can – think first about IP before thinking about any other way to
integrate, and reuse IP if you can.
5. Simplify processes and products when possible – often firms have processes wrapped around legacy
systems, SFI can help rethink and simplify.
6. Don’t forget SFI is not standard Salesforce – many classic SF developers can get confused from
DataRaptors and other concepts

35. Thank you! #CD22