Actionable Segmentation (Generally Available)

• Outreach List - Sales and service agents can now create their own segmentations of customers and prospects for outreach. Actionable lists can be grouped by priority, and prospects can be grouped by their engagement status.

• Actionable Segmentation Enhancements - List creators now have the option to bulk select when creating an actionable list and custom filter logic to filter the records. These lists can be shared with other users.

• Actionable List Members - List creators can now update the engagement status of prospects and perform bulk actions on prospect records.

Marketing Cloud Engagement for FSC

Organizations with Marketing Cloud Engagement for Industries add-on licenses will now have email templates that will aid them in setting up email campaigns to promote services to prospects and clients. Users in Financial Services Cloud can sync data between Financial Services Cloud and Marketing Cloud and send Marketing Cloud emails directly in Financial Services Cloud.

ARC Enhancements

• Zooming Enhancements - Users can now zoom an ARC graph out to 40% and in to 160%. This will make working with large ARC graphs easier to deal with. 

• Hide Card Fields - In a similar vein to the enhanced zoom, users can now hide fields on cards so only the names show,  in effect collapsing cards down to their smallest possible size. Doing this will make large graphs more easily scannable. To hide card fields, slide the Show fields on cards toggle off on the top left of the ARC.

• Identify Child  - To speed up navigating deep hierarchical ARCs, users will now see a hierarchy icon on cards with child cards. Users no longer need to click on each card to see if that card has children.

Service Process Studio for FSC

Users can now clone service process definitions in Service Process Studio. They can also group related data attributes, add lookup data attributes and view all attributes from the Case Details component. Users will need to have the Industry Service Excellence permission set to use this feature.

Discovery Framework Enhancements

Enhanced support is now available for those who have the FSC Starter license. In addition, users can now edit a signature on an assessment form before submitting and access Discovery Framework OmniScripts on Experience Cloud sites.

Scoring Framework for FSC

The Scoring Framework in Financial Services Cloud allows organizations to use AI to predict who will purchase financial products. It can also reduce customer attrition. To use the Scoring Framework, the FSC org needs to have CRM Analytics for FSC, AI Accelerator and Scoring Framework enabled, and users must have the Revenue Intelligence for Financial Services license assigned. Once that setup is complete, users can generate predictions by creating a CRM Analytics template configuration and selecting Prediction Scores (FSC) or Prediction Scores for Accounts or Contacts (FSC) as the template type.

Action Plans for FSC

Users are now able to design more complex business processes with an increased task dependency limit in action plan templates. Action plan templates can now support up to 24 task dependencies in a sequence. 

Record Alerts Enhancements

• Record Alert Access - You can now give your users access to record alerts that are relevant to them in the Record Alert Access settings. 

• Record Alerts Using Business Rules Engine - Record alerts can now be refined using Business Rules Engine. When a record meets specified conditions, an alert will appear to your users.

• Show Alerts from an External System - You can now see alerts from external systems using Data Consumption Framework instead of APEX files.

Branch Management

Quickly access branch management features in the Branch Console app. Now, you can add bankers and assign them directly to a branch and Branch Unit Business Member will be created for you automatically. To do this, check that your Banker record page layout includes these fields: Current Branch Start Date and Current Branch. Then click New on the Bankers tab or the Bankers related list of a Branch Unit record and specify the branch in the Current Branch field.

Updated FSC Objects

Salesforce has updated and added a plethora of new object fields, including new fields on Party Profiles, Group Census Members, and Insurance Policies.

Brighter Days Ahead in Summer '23

The Summer '23 release of Financial Services Cloud has plenty of sunshine for all types of users. If you wish to learn more about these updates or the others included in the release, please check out the official Salesforce Financial Services Cloud Summer '23 release notes. If you have any questions about Salesforce Financial Services Cloud or want to talk about your Salesforce needs, contact DB Services!