Systems of record and integration touchpoints in financial services system flows
Key Takeaway
Any Agentforce Financial Services integration with an external system can start with Data Consumption Framework. Choose a Service integration when the agent waits for the external system's response. Choose a Process integration when the agent moves on while a paused flow waits.
A financial institution's client data lives in many systems, such as core banking systems and third-party service providers. Agentforce Financial Services offers integration tools that connect those systems to Salesforce, so reps get a complete, current view of each client without leaving Salesforce. To outline a system flow, you need to know where each touchpoint sits and which tool connects it.
Where integration touchpoints appear
Integrations bring data from other systems together in one platform to give a complete view of each customer. For example, integrations can populate and update the Financial Account and Financial Account Transaction objects with real-time data from a core banking system. Reps then always see the most accurate view of a client's finances.
Touchpoints appear across the client lifecycle, in stages such as these:
- Finding client needs
- Opening financial accounts
- Providing customer service
- Assessing client financial wellness
Third-party providers are common touchpoints too. Examples include the checks below.
| Process | Third-party touchpoints |
|---|---|
| Integrated onboarding | Risk assessment and screening |
| Loan origination in Digital Origination for Lending | Bank account verification, employment verification, and anti-money laundering risk screening |