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Automate tasks and manage collaboration across teams across sales, marketing, and advertising teams.
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Poppy Coutinho
Senior Manager, Product & Technology
Senior Manager, Product & Technology
What would you like to automate? Explore our top three workflows for communications and media.
Bundled Orders
Simplify bundle ordering from configuration and payment verification to the customer’s website experience. Workflows can make it easy for B2B and B2C customers to bundle up.
Attribute and Volume-Based Pricing
Use prebuilt flows to accurately calculate the price for every quote or order. Adjust pricing based on any attribute and automatically display the updated price.
Customer Troubleshooting and Account Updates
Help representatives resolve issues easier with guidance from templated workflows. Provide self-service recommendations and let customers update their account and billing info automatically.
Get started with prebuilt automations for communications and media.
Communications
| Sample Permission Sets and Permission Set Groups | Sample Permission Sets and Permission Set Groups for Communications Cloud. | |
| Start Customer Interaction | Package includes components to run and launch an interaction Launcher by searching and verifying a caller's account or contact and creating a customer interaction. | |
| Verify Caller — Contact Information | The Verify Caller — Contact Information flow simplifies the customer service rep search experience with a type ahead lookup on the account and contact name. | |
| Technical Order Review | A manual task that allows the fulfillment operator to review the order details from a technical perspective and approve/reject the order. |
| Report: % Cases Received by Channel Type | Business metric report for measuring % Cases Received by Channel Type. | |
| Report: % Customer Contacts Received by Channel Type | Business metric report for measuring % Customer Contacts Received by Channel Type TM Forum Frameworx 27. | |
| Report: % Orders Received by Channel Type | Business metric report for measuring % Orders Received by Channel Type. | |
| Report: Activations Failed Today | Business metric report for measuring Failed Activations. Note that this gives the customer service rep the option to get immediate feedback on the state for the order allowing for proper cancellation and generate a new order for the customer without duplicating orders. | |
| Report: Average Handle Time | Business metric report for measuring Average Handle Time. Note that this gives the care team and customer service reps immediate feedback on the time spent in servicing customers requests and interactions. | |
| Report: Average Revenue per User (ARPU) | Business metric report for Total Sales Today. | |
| Report: Case Type Handling by Channel | Business metric report for Tracking Case Type Handling by Channel. | |
| Report: Customers Churning One or More Products | Business metric report for measuring % Customers Churning One or More Products immediate feedback on the customers churning. | |
| Report: First Call Resolution (FCR) | Business metric report for measuring customers calls or assisted interactions resolved on the first attempt. | |
| Report: Prepaid Customers Acquired this Month | Business metric report for Prepaid Customers Acquired This Month. | |
| Report: Sales by Agent | Business metric report for Sales by Agent. | |
| Report: Total Sales Abandoned Today | Business metric report for Total Sales Abandoned Today. | |
| Report: Total Sales Today | Business metric report for Total Sales Today. | |
| Report:% Order Actions Performed for Customers | Business metric report for measuring % Order Actions Performed for Customers immediate feedback on the customers order action. | |
| Report: Total Sales with Products | Business metric report for measuring how many sales have there been of product offering in the catalogue. Total Sales with Products. | |
| Industries OM: Sample Reports and Dashboards | This deliverable contains a list of sample OM reports and dashboards to track and monitor the progress of orders submitted to Industries Order Management | |
| Report: # Product Offerings in Product Catalog | Business metric report for measuring # product offerings in Product Catalog 2597. | |
| Report: $ Average Top-Up Value | Business metric report for total sales today. | |
| Report: # Hours per Pricing Change | Business metric report for measuring # Hours per Pricing Change (103). | |
| Report: Average Handle Time | Business metric report for measuring Average Handle Time. Note that this gives the care team and customer service reps immediate feedback on the time spent in servicing customers requests and interactions. | |
| Report: First Call Resolution (FCR) | Business metric report for measuring customers calls or assisted interactions resolved on the first attempt. | |
| Report: # Days Time to Market per New Product | Business metric report for measuring # Days Time to Market per New Product Offering 2599 (TTM). | |
| Report: Case Type Handling by Channel | Business metric Report for Tracking Case Type Handling by Channel. | |
| Report: Sales by Agent | Business metric report for Sales by Agent. | |
| Report: Total Sales Today | Business metric report for Total Sales Today. | |
| Report: # Hours per Order, from Ordering to Activation | Business metric report for measuring fulfilment time of an order. | |
| Report: % Accounts with Refunds | Business metric report for measuring % Accounts with Refunds. Note that this gives the care team immediate sense of the amount of payment errors that affect customer experience. Keeps track of thresholds set by business. | |
| Report: Activations Failed Today | Business metric report for measuring Failed Activations. Note that this gives the customer service rep the option to get immediate feedback on the state for the order allowing for proper cancelation and generate a new order for the customer without duplicating orders. | |
| Report: Average Number of Days for New Product Configuration | Business metric report for measuring Average Number of Days for New Product Offering Configuration. | |
| Report: Average Revenue per User (ARPU) | Business metric report for Total Sales Today | |
| Report: Customers Churning One or More Products | Business metric report for measuring % Customers Churning One or More Products immediate feedback on the customers churning. | |
| Report: Number of Product Sold from Catalog | Business metric report for measuring all Product Sold in the Commercial Catalog how many have actually sold. | |
| Report: Prepaid Customers Acquired This Month | Business metric report for Prepaid Customers Acquired This Month. | |
| Report: Total Sales Abandoned Today | Business metric report for Total Sales Abandoned Today. | |
| Report:% Order Actions Performed for Customers | Business metric report for measuring % Order Actions Performed for Customers immediate feedback on the customers order action. | |
| Report: % Cases received by Channel Type | Business metric report for measuring % Cases Received by Channel Type. | |
| Report: % Customer Contacts Received by Channel Type | Business metric report for measuring % Customer Contacts Received by Channel Type TM Forum Frameworx 27. | |
| Report: % Orders received by Channel Type | Business metric report for measuring % Orders received by Channel Type. | |
| Report: Months Tenure per Customer | Business metric report for measuring Months Tenure per Customer TM Forum Frameworx 2606. Note that this gives the Care Team the option to get immediate feedback on time the customer has spent with the service provider. |
| Amend Contract (Add Product or Service) | Amend Contract Add Product or Service | |
| Terminate Contract | Terminate Contract |
| Explore and Checkout using Digital Commerce | A digital commerce guided process that allows users to browse, configure, and add offers to a basket followed by a checkout process. | |
| Explore and Checkout using Digital Commerce | This process contains Digital Commerce Lightning Web Components to allow users to browse, configure, and add offers to a basket followed by a checkout process. | |
| Explore and Checkout for Off-Platform Usage | This process provides off-platform support to allow users to browse, configure, and add offers to a basket followed by a checkout process. | |
| Communications and Media Industry Toolkit for B2C | We have introduced a toolkit between B2C Commerce Cloud and Communication Cloud and Media Cloud to jumpstart development on deploying digital commerce for the communications and media |
| Quote Document: Quote Detail Template | Document template to generate a quote with repeating content sections to group product lines by product type. Conditional logic at line item level. Display of line item attributes in the document. | |
| Contract Document: Telecom Services Agreement | Document template to generate a contract with line items and conditional section using entity filter. | |
| Quote Document: MultiSite Quote Template | Document template to generate a quote that displays multisite quotes with the top level items in a separate table. A product specific term section is conditionally displayed if the product exists on the quote lines. | |
| Contract Document: Contracts for an Account | DOCX document template to generate a document that displays all contracts tied to an account and contract lines under each of them. Line items of contracts are displayed uniquely where the second level of products are indented in the display table. | |
| Contract Document: Subscription Agreement Template | DOCX document template to generate a Contract document (subscription agreement) dynamically. The template contains contract clauses, terms, contract lines and a DocuSign signature section. Items with non zero prices are not displayed. | |
| Contract Document: Subscription Agreement | Document template to generate a contract with line items and conditional clause using formula. |
| Attribute- and Volume-Based Pricing | Implement attribute-based pricing using pricing plans, calculation procedures, and calculation matrices. | |
| Create Promotion | Create Promotion process allows a business user to create new promotion(s), associate the promotion to a product and add adjustments, overrides, context rules, and penalties. |
| Product Ordering TMF622 — Submit Order | This deliverable is part of the Salesforce Industries implementation of TMF OpenAPIs. This specific deliverable only provides an implementation of the TMF622 Product Ordering API and specifically for the "create product order" API operation (POST /productOrder). |
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| TMF 620 Product Catalog Management — Product Offerings | Provides an implementation of the TMF 620 Product Catalog Management, for version 19.0.1 of the API specifications. It provides REST endpoints to read product specifications and product offerings (per the specifications) out of Salesforce Industries’s Product Catalog. | |
| TMF 620 Product Catalog Management — Product Specifications | This item provides an implementation of the TMF 620 Product Catalog Management, for version 19.0.1 of the API specifications. it provides REST endpoints to read product specifications and product offerings (per the specifications) out of Salesforce Industries’s Product. | |
| Add Subscription | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to add a Salesforce Industries subscription to Matrixx (the result is a subscriber in Matrixx). |
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| Summer ’19 Multipack | This deliverable is a data pack that contains multiple components of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. | |
| Purchase Plan | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to sync a purchase of a plan by a subscriber between Salesforce Industries and Matrixx. |
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| Catalog and Promotions Alignment | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS.It provides a set of Salesforce Industries Integration Procedures (VIPs), Omniscripts and Data Raptors (DRs) to support the process of aligning catalog items between Salesforce Industries and Matrixx. | |
| Add Device | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to add a purchased device to Matrixx. |
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| Subscription Balances | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to display balances for a subscriber or a group. |
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| Subscription Management Multipack | This deliverable is a data pack that contains multiple components of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. | |
| Create Group | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to create a sharing group. |
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| Group Management Multipack | This deliverable is a data pack that contains multiple components of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. | |
| Add Subscription to Group | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to add a subscriber to a group. |
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| Operational Multipack | This deliverable is a data pack that contains multiple components of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. | |
| Cancel Subscription | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to cancel a subscription in Matrixx. |
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| Remove Device | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to remove (deactivate) a device in Salesforce Industries and Matrixx. |
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| Balance Top-Up | This specific deliverable provides an integration procedure to top up a balance in Matrixx using the Matrixx dedicated top up API. | |
| Group Members | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to display members of a sharing group. |
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| Remove Subscription From Group | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to remove a given subscriber from a sharing group. |
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| Events | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to display Matrixx events in Salesforce Industries. |
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| Balance Management | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides a set of Salesforce Industries Integration Procedures (VIPs) exposed as TMF OpenAPI endpoints to support balance management. |
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| Balance Adjustment | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to perform a balance adjustment in Matrixx. | |
| Balance Thresholds | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to display and update thresholds and credit limits in Matrixx via Vlcity. |
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| Modify Subscription | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure modify a subscription (subscriber) in Matrixx. |
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| Balance Transfer | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to perform a balance transfer. |
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| Main Balance Recharge | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to perform a ‘recharge’ in Matrixx. | |
| Meters IBB | This deliverable is part of the GoDigital Salesforce Industries integrated solution with Matrixx OCS. This specific deliverable provides an integration procedure to display values of Matrixx meters for a subscription. |
| Lead Conversion — B2C | Convert a lead in Salesforce into a consumer account and contact. |
Media
| Paused OmniScript Card | A Salesforce Industries Card for showing all previously saved/paused OmniScripts. | |
| Purchase Confirmation Template | The template displays the summary of the product/service purchase to the user. | |
| CPQ Promotions Badge Notification | Enables display of promotion indicator on CPQ cart. | |
| Customer Feedback Survey Dashboard | Einstein Analytics dashboard to gain deeper insights into the feedback received from customer surveys. | |
| Lead Conversion — B2C | Convert a lead in Salesforce into a consumer account and contact. | |
| Sample Permission Sets and Permission Set Groups | Sample Permission Sets and Permission Set Groups for Media Cloud. |
| Resume Paused OmniScript | Resume a previously saved OmniScript. | |
| CAPTCHA Challenge | Challenge the user of an OmniScript with a CAPTCHA widget to make sure they are human. | |
| Send Push Notification | A Salesforce Industries Integration Procedure to send a push notification to an app built using the Salesforce Industries Mobile Framework. | |
| Communications and Media Industry Toolkit for B2C | We have introduced a toolkit between B2C Commerce Cloud and Communication Cloud and Media Cloud to jumpstart development on deploying digital commerce for the communications and media |
| Start Customer Interaction | Package includes components to run and launch an interaction launcher by searching and verifying a caller's account or contact and creating a customer interaction. | |
| Verify Caller — Contact Information | The Verify Caller — Contact Information flow simplifies the customer service rep search experience with a type ahead lookup on the Account and Contact Name. | |
| Manage Billing Dispute | The manage billing dispute flow guides the customer service rep to help the customer in case of misunderstanding or disagreement about an invoice or a single line invoice item or traffic detail. | |
| B2C TV — Troubleshoot | A troubleshooting experience for a TV service. | |
| Make A Complaint | Allow a customer to lodge a complaint about a service. | |
| Create Case — Reusable | Create Case — Reusable. | |
| Customer — View Services | Salesforce Industries Industry Console: Customer — View Services. | |
| Reusable Read Account Status | A reusable process to display status of an account. | |
| Create Task | Create Task. | |
| Read Account Details — Reusable | A reusable process to display details of an account. | |
| Read Asset — Reusable | A reusable process to display details of an asset. |
| Suspend Subscription | The Suspend Subscription flow guides the customer service rep to help the customer in suspending their subscription. | |
| Request Subscription Termination | The Terminate Subscription flow guides the customer service rep to help the customer in terminating hisher subscription. | |
| Update Account Information | Update account details, contacts details, shipping and billing address and related billing account details of an account. | |
| Add Contact Information | A generic process for a customer to add his/her contact information. | |
| Update Billing Profile Information | Guides the customer service rep and customer to update the billing profile information. |
Explore automation resources for communications and media.
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