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

Operational ease MuleSoft and Salesforce Service Cloud Solution v1.0

1. Operational ease with MuleSoft and Salesforce Service Cloud Solution 15 th June, 2024 Kochi MuleSoft Meetup - 18

2. 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. 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. 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. 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. Agenda 6 Intangibles of opeartional use Problem statement Solution Use Cases Demo What's next? Q&A References

7. Intangibles of operational ease

8. 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. Problem Statement

10. 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. Solution

12. 12 Anatomy of Accelerators Service Cloud requests order history for a given customer/account number Determine OMS to call, based on configuration. Call OMS and transform order data into a standard format. Return order information to API Client. In case of error, return proper error code to Service Cloud.

13. 13 Solution Overview

14. 14 Use case 1- Order history Service Cloud requests order history for a given customer/account number Determine OMS to call, based on configuration. Call OMS and transform order data into a standard format. Return order information to API Client. In case of error, return proper error code to Service Cloud.

15. 15 Use case 2 – Create issues or incidents When a case with ServiceNow or Jira synchronization checkbox selected is created in Service Cloud, it pushes an event to Salesforce PushTopic Mule streams that event with caseId and pushes it into Anypoint MQ Mule further consumes that message from Anypoint MQ and retrieves required case details from Service Cloud Mule transforms the case details from Service Cloud and creates an incident in ServiceNow or issue in Jira

16. 16 Use case 3 – Update to issues or incidents Trigger an event from ServiceNow/Jira when there is an update to the incident/issue Mule consumes the event and pulls the update record from ServiceNow/Jira Mule calls the Salesforce System API to synchronize the updates on the Service Cloud case.

17. Operational ease Benefits 01 Value Improved user satisfaction 02 Reliability Accuracy 03 Reduce Cost Saving 04 Accelerate Speed response time 05 Complaince Governance

18. 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. 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. Q & A Session

21. 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 [email protected] for ways to improve the program What’s next?

22. See you next time

23. Appendix

24. Demo