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All contents © MuleSoft, LLC
Operational ease with MuleSoft and
Salesforce Service Cloud Solution
15th June, 2024
Kochi MuleSoft Meetup - 18
All contents © MuleSoft, LLC
Safe Harbor Statement
● Both the speaker and host are organizing this meet up in individual capacity
only. We are not representing our companies here.
● This presentation is strictly for learning purpose only. Organizer/Presenter do
not hold any responsibility that same solution will work for your business
requirements also.
● This presentation is not meant for any promotional activities.
All contents © MuleSoft, LLC
A recording of this meetup will be uploaded to events page within 24 hours.
Questions can be submitted/asked at any time in the Chat/Questions & Answers Tab.
Make it more Interactive!!!
Give us feedback! Rate this meetup session by filling feedback form at the end of the day.
We Love Feedbacks!!! They are highly valued for Meetup.
Housekeeping
3
All contents © MuleSoft, LLC
Organizers
⮚ Kochi MuleSoft Meetup Leader | 10+ Years of Experience in Integrations and
API Technologies.
⮚ Certified MuleSoft Developer, Integration Architect and platform Architect
⮚ Kochi Mulesoft Meetup Leader |Technical Instructor | Integration Lead
⮚ 15+ years of Integration Experience. Certified Mulesoft Developer, Integration
Architect & Platform Architect
Sandeep Krishnan
Supriya Pawar
All contents © MuleSoft, LLC
Speaker
⮚ Data & Integration architect with over 16+ years of experience
⮚ Working with Brenntag Netherlands as Data and Integrations Senior
Manager
⮚ Come with experience spread across different Integration products ,
iPaaS ,
Data and Integrations
⮚ Tech Enthusiast with strong passion for integrations , data ,
AI and deep learning model
Siddamma Tigadi
Data and Integrations - Senior Manager
Brenntag
All contents © MuleSoft, LLC
Agenda
6
Intangibles of
opeartional use
Problem
statement
Solution Use Cases Demo What's next? Q&A References
All contents © MuleSoft, LLC
Intangibles of operational
ease
All contents © MuleSoft, LLC
Intangibles of operational ease
8
● "Intangibles of operational ease" refers to those aspects of a system, process, or tool
that contribute to its ease of use, efficiency, and effectiveness, but are not easily
quantifiable or tangible. These intangibles often play a significant role in the success of
operations within organizations
● Why do we need it and how does it benefit
All contents © MuleSoft, LLC
Problem Statement
All contents © MuleSoft, LLC
Problem statement
10
Service agents are toggling between 10 different tabs to resolve a case for a customer.
Imagine - what if the information in those 10+ systems was available from within Service
Cloud? Join this session to see a demo of the MuleSoft Accelerator for Service Cloud, a joint
MuleSoft and Salesforce solution to ease integration between Service Cloud and other
systems taking an API-led approach. Hear how in partnership with MuleSoft and Salesforce,
Deluxe supercharged their service agent effectiveness.
The goal of MuleSoft Accelerator for Salesforce Service Cloud is to provide service agents
with direct access to critical data they need to service the customer, all within Salesforce
Service Cloud. We'll also provide them with the ability to trigger actions in other relevant
applications they may not have access to but need to be connected with.
All contents © MuleSoft, LLC
Solution
All contents © MuleSoft, LLC 12
Anatomy of Accelerators
1.Service Cloud requests order history for a given customer/account number
2.Determine OMS to call, based on configuration.
3.Call OMS and transform order data into a standard format.
4.Return order information to API Client.
5.In case of error, return proper error code to Service Cloud.
All contents © MuleSoft, LLC 13
Solution Overview
All contents © MuleSoft, LLC 14
Use case 1- Order history
1.Service Cloud requests order history for a given
customer/account number
2.Determine OMS to call, based on configuration.
3.Call OMS and transform order data into a standard
format.
4.Return order information to API Client.
5.In case of error, return proper error code to Service
Cloud.
All contents © MuleSoft, LLC 15
Use case 2 – Create issues or incidents
1.When a case with ServiceNow or Jira synchronization
checkbox selected is created in Service Cloud, it
pushes an event to Salesforce PushTopic
2.Mule streams that event with caseId and pushes it
into Anypoint MQ
3.Mule further consumes that message from Anypoint
MQ and retrieves required case details from Service
Cloud
4.Mule transforms the case details from Service Cloud
and creates an incident in ServiceNow or issue in Jira
All contents © MuleSoft, LLC 16
Use case 3 – Update to issues or incidents
1.Trigger an event from ServiceNow/Jira when there is an update to the
incident/issue
2.Mule consumes the event and pulls the update record from ServiceNow/Jira
3.Mule calls the Salesforce System API to synchronize the updates on the
All contents © MuleSoft, LLC
Operational ease Benefits
01
Value
Improved
user
satisfaction
02
Reliability
Accuracy
03
Reduce Cost
Saving
04
Accelerate
Speed
response time
05
Complaince
Governance
All contents © MuleSoft, LLC
Key Notes
18
• Improved employee satisfaction
• Productivity
• Reliability
• Consistency + Accuracy
• Governance
• Compliance eliminating all human error
• Speed and faster response time
Benefits
• Integrated experience for Salesforce service agents with direct access to critical data they need to service
the customer lays the foundation for greater customer experience. Further down the line the data metrics
from this use case solution can be leveraged to enhance the framework with intelligent AI capabilities for
higher adoption of the service cloud
What next
All contents © MuleSoft, LLC 19
https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-cloud/
https://www.salesforce.com/video/7810694/
https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-
cloud/minor/1.5/pages/Use%20case%201%20-%20Order%20history/
https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-
cloud/minor/1.5/pages/Use%20case%202%20-%20Create%20issues%20or%20incidents/
https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-
cloud/minor/1.5/pages/Use%20case%203%20-%20Updates%20to%20issues%20or%20incidents/
https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-
cloud/minor/1.5/pages/ServiceNow%20setup%20guide/
https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-cloud/
References
All contents © MuleSoft, LLC
Q & A Session
All contents © MuleSoft, LLC 21
● Share:
○ Tweet using the hashtag #MuleSoftMeetups
○ Invite your network to join: https://meetups.mulesoft.com/kochi/
● Feedback:
○ Fill out the survey feedback and suggest topics for upcoming events
○ Contact MuleSoft at meetups@mulesoft.com for ways to improve the program
What’s next?
All contents © MuleSoft, LLC
See you next time
All contents © MuleSoft, LLC
Appendix
All contents © MuleSoft, LLC
Demo

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Operational ease MuleSoft and Salesforce Service Cloud Solution v1.0.pptx

  • 1. All contents © MuleSoft, LLC Operational ease with MuleSoft and Salesforce Service Cloud Solution 15th June, 2024 Kochi MuleSoft Meetup - 18
  • 2. All contents © MuleSoft, LLC Safe Harbor Statement ● Both the speaker and host are organizing this meet up in individual capacity only. We are not representing our companies here. ● This presentation is strictly for learning purpose only. Organizer/Presenter do not hold any responsibility that same solution will work for your business requirements also. ● This presentation is not meant for any promotional activities.
  • 3. All contents © MuleSoft, LLC A recording of this meetup will be uploaded to events page within 24 hours. Questions can be submitted/asked at any time in the Chat/Questions & Answers Tab. Make it more Interactive!!! Give us feedback! Rate this meetup session by filling feedback form at the end of the day. We Love Feedbacks!!! They are highly valued for Meetup. Housekeeping 3
  • 4. All contents © MuleSoft, LLC Organizers ⮚ Kochi MuleSoft Meetup Leader | 10+ Years of Experience in Integrations and API Technologies. ⮚ Certified MuleSoft Developer, Integration Architect and platform Architect ⮚ Kochi Mulesoft Meetup Leader |Technical Instructor | Integration Lead ⮚ 15+ years of Integration Experience. Certified Mulesoft Developer, Integration Architect & Platform Architect Sandeep Krishnan Supriya Pawar
  • 5. All contents © MuleSoft, LLC Speaker ⮚ Data & Integration architect with over 16+ years of experience ⮚ Working with Brenntag Netherlands as Data and Integrations Senior Manager ⮚ Come with experience spread across different Integration products , iPaaS , Data and Integrations ⮚ Tech Enthusiast with strong passion for integrations , data , AI and deep learning model Siddamma Tigadi Data and Integrations - Senior Manager Brenntag
  • 6. All contents © MuleSoft, LLC Agenda 6 Intangibles of opeartional use Problem statement Solution Use Cases Demo What's next? Q&A References
  • 7. All contents © MuleSoft, LLC Intangibles of operational ease
  • 8. All contents © MuleSoft, LLC Intangibles of operational ease 8 ● "Intangibles of operational ease" refers to those aspects of a system, process, or tool that contribute to its ease of use, efficiency, and effectiveness, but are not easily quantifiable or tangible. These intangibles often play a significant role in the success of operations within organizations ● Why do we need it and how does it benefit
  • 9. All contents © MuleSoft, LLC Problem Statement
  • 10. All contents © MuleSoft, LLC Problem statement 10 Service agents are toggling between 10 different tabs to resolve a case for a customer. Imagine - what if the information in those 10+ systems was available from within Service Cloud? Join this session to see a demo of the MuleSoft Accelerator for Service Cloud, a joint MuleSoft and Salesforce solution to ease integration between Service Cloud and other systems taking an API-led approach. Hear how in partnership with MuleSoft and Salesforce, Deluxe supercharged their service agent effectiveness. The goal of MuleSoft Accelerator for Salesforce Service Cloud is to provide service agents with direct access to critical data they need to service the customer, all within Salesforce Service Cloud. We'll also provide them with the ability to trigger actions in other relevant applications they may not have access to but need to be connected with.
  • 11. All contents © MuleSoft, LLC Solution
  • 12. All contents © MuleSoft, LLC 12 Anatomy of Accelerators 1.Service Cloud requests order history for a given customer/account number 2.Determine OMS to call, based on configuration. 3.Call OMS and transform order data into a standard format. 4.Return order information to API Client. 5.In case of error, return proper error code to Service Cloud.
  • 13. All contents © MuleSoft, LLC 13 Solution Overview
  • 14. All contents © MuleSoft, LLC 14 Use case 1- Order history 1.Service Cloud requests order history for a given customer/account number 2.Determine OMS to call, based on configuration. 3.Call OMS and transform order data into a standard format. 4.Return order information to API Client. 5.In case of error, return proper error code to Service Cloud.
  • 15. All contents © MuleSoft, LLC 15 Use case 2 – Create issues or incidents 1.When a case with ServiceNow or Jira synchronization checkbox selected is created in Service Cloud, it pushes an event to Salesforce PushTopic 2.Mule streams that event with caseId and pushes it into Anypoint MQ 3.Mule further consumes that message from Anypoint MQ and retrieves required case details from Service Cloud 4.Mule transforms the case details from Service Cloud and creates an incident in ServiceNow or issue in Jira
  • 16. All contents © MuleSoft, LLC 16 Use case 3 – Update to issues or incidents 1.Trigger an event from ServiceNow/Jira when there is an update to the incident/issue 2.Mule consumes the event and pulls the update record from ServiceNow/Jira 3.Mule calls the Salesforce System API to synchronize the updates on the
  • 17. All contents © MuleSoft, LLC Operational ease Benefits 01 Value Improved user satisfaction 02 Reliability Accuracy 03 Reduce Cost Saving 04 Accelerate Speed response time 05 Complaince Governance
  • 18. All contents © MuleSoft, LLC Key Notes 18 • Improved employee satisfaction • Productivity • Reliability • Consistency + Accuracy • Governance • Compliance eliminating all human error • Speed and faster response time Benefits • Integrated experience for Salesforce service agents with direct access to critical data they need to service the customer lays the foundation for greater customer experience. Further down the line the data metrics from this use case solution can be leveraged to enhance the framework with intelligent AI capabilities for higher adoption of the service cloud What next
  • 19. All contents © MuleSoft, LLC 19 https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-cloud/ https://www.salesforce.com/video/7810694/ https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service- cloud/minor/1.5/pages/Use%20case%201%20-%20Order%20history/ https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service- cloud/minor/1.5/pages/Use%20case%202%20-%20Create%20issues%20or%20incidents/ https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service- cloud/minor/1.5/pages/Use%20case%203%20-%20Updates%20to%20issues%20or%20incidents/ https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service- cloud/minor/1.5/pages/ServiceNow%20setup%20guide/ https://anypoint.mulesoft.com/exchange/org.mule.examples/mulesoft-accelerator-for-salesforce-service-cloud/ References
  • 20. All contents © MuleSoft, LLC Q & A Session
  • 21. All contents © MuleSoft, LLC 21 ● Share: ○ Tweet using the hashtag #MuleSoftMeetups ○ Invite your network to join: https://meetups.mulesoft.com/kochi/ ● Feedback: ○ Fill out the survey feedback and suggest topics for upcoming events ○ Contact MuleSoft at meetups@mulesoft.com for ways to improve the program What’s next?
  • 22. All contents © MuleSoft, LLC See you next time
  • 23. All contents © MuleSoft, LLC Appendix
  • 24. All contents © MuleSoft, LLC Demo