Referral management on the Lead object
Key Takeaway
In Agentforce Financial Services, referrals are Lead records. They use referral record types, store the referrer in ReferredByUser__c (internal user) or ReferredByContact__c (external contact), and route automatically based on the client's expressed interest (ExpressedInterest__c).
A referral starts when a client-facing employee, such as a branch banker, spots a financial need and connects the client with a specialist, such as a mortgage advisor. In financial services, referrals convert at higher rates than standard online leads. Most institutions still lose them to informal processes like emails and spreadsheets. Agentforce Financial Services tracks referrals on the Lead object with referral record types and referral fields. Two features capture and route referrals: Intelligent Need-Based Referrals and Scoring (Managed Package) and Intelligent Referral Management for Financial Services.
Referral record types on the Lead object
Agentforce Financial Services tracks referrals as Lead records that use referral record types, such as Person Referrals.
To create a lead, a user goes to the Leads list view and clicks New. The user then selects the lead record type, clicks Next and enters details such as name, company name and lead status.
To add a new type of referral, create a custom record type on the Lead object. Then map the new record type to the standard Referral record type from Agentforce Financial Services with the ReferralRecordTypeMapper custom metadata type.
Harbor Bank wants referrals for small-business owners to have their own record type, separate from Person Referrals. The admin creates a custom Lead record type called Business Owner Referral. Next, the admin maps Business Owner Referral to the Agentforce Financial Services Referral record type in ReferralRecordTypeMapper. Business Owner Referral now represents a new type of referral on the Lead object.