1

ABOUT THE WORKBOOK 4

Section 1: Org Set-Up 5

Section 1.1. Get Your 30-Day Trial Org 5
Set Up My Domain 5
Section 1.2. Review Org and Set-Up Users 7
Review FSC Package 7
Set-Up Users 8
Set Up User Permissions 10

Section 2: Person Accounts 12

Section 2.1.Test Person Account Settings 13
Let’s create a Person Account 13

Section 3: Relationship Management 14

Section 3.1. Work with Household and the Group Builder 15
Section 3.2. Roll-Up Summaries 16
How are Roll-Up Summaries defined for Person Account/Client and Groups? 16
Test Roll-Ups 16
Defining What Gets Rolled Up to the Primary Group 19
Section 3.3. Enable or Disable Multiple Relationship Groups: 20
Section 3.4. Control Who Sees What on Relationship Map and Group Builder 20
Section 3.5. Create a brand new Household Group 22
Section 3.6. Create a Contact-Contact Relationship with a Reciprocal Role 24

Section 4: Life Events and Business Milestones 25

Section 4.1.Display Life Events on a Person Account record page 26
Section 4.3. Add or Remove Person Life Event Types 28
Hide Sensitive Life Event Types 28
Section 4.4. Choose the Life Event Details to Show on Hover 29
Section 4.5. Personalize Life Events with Custom Icons 29
Section 4.6. Associate a Life Events with an Opportunity 30

Section 5: Financial Goals 31

Section 5.1. Add the Goals Tab to the person Account page layout 31
Section 5.2. Create a Financial Goal for buying a Vacation Home 32

Section 6: Action Plans 33

Section 6.1. Action Plan Templates 34
Create a Live Event and a Retirement Account 34
Add an Action Plan Templates Tab 35

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 Add Action Plans to Account Object Lightning Page Layout 36
Create Action Plan Template 37
Section 6.2. Create Action Plans from Life Events 39
Section 6.3. Action Plans & Document Checklist Items 42

Section 7: Intelligent Need-Based Referrals 43

Section 7.1. Update Trial Org to work with Referrals 45
Section 7.2. Customize Referral Assignment 47
Email Template for Mortgage Referral Assignments 48
Set up a Queue for Mortgage Referral Assignments 48
Set up a Lead Assignment Rule for Mortgage Referrals 49
Section 7.3. Create a Referral 50
Section 7.4. Convert a Referral 55
Section 7.5. Identify Top Referrers 56
Section 7.6. Track Referral Activity 58
Section 7.7. Customize Referral Path 59

Section 8: Actionable Relationship Center (ARC) 61

Section 8. 1. Assign ARC Licenses & Permissions to Users 62
Section 8. 2. Add Actionable Relationship Center to Page Layouts 65
Section 8. 3. Configure Fields on ARC Record Cards 67
Section 8. 4. Configure ARC Related Lists 68
Section 8. 5. Create and Edit Account Relationships with ARC 69
Section 8. 6. Add a new Opportunity directly from the Record Card 71
Section 8. 7. Compliant Data Sharing 72
Section 8. 8. Considerations and Limitations for ARC 73

Tip:​ Click any section to go directly to that page.

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ABOUT THE WORKBOOK

Welcome to Salesforce!
We’ve designed this Financial Services Cloud Workbook to help you get off to a great start. Now
you can gain the knowledge you need to fast-track your Financial Services Cloud (FSC)
projects.

Use this workbook for hands-on exercises on financial services business use cases in Wealth
Management, Banking, Insurance and Mortgage.

Ready to begin? Visit our Partner Learning Camp, your online hub for the courses you need to take
to build your Financial Services Cloud competency skills.

● Let’s take the conversation to our ​FSC Academy Chatter Group​ in

the partner community
● Getting Started Videos​:You can also watch the Getting Started
series as on-demand videos.

Tip:​ Visit the ​FSC Learning Path​ to access all resources available to help you get started, achieve
business objectives, or solve challenges. You can browse resources by area of interest, like
Discover, Optimize, Hear from Customers and Read the Headlines.
Note:​ you must log into the ​Partner Community​ first, before navigating to the ​FSC Learning Path​.

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Section 1: Org Set-Up​
We will use a 30-day FSC Trial Org for all hands-on exercises.

Note: This Trial Org is valid for only 30 days. If you break anything, get an error or the org expires,
you will need to spin up a new Trial Org.

Follow the steps below:

Section 1.1. Get Your 30-Day Trial Org

1. Go to ​https://www.salesforce.com/form/signup/financial-services-cloud-trial/
2. Fill out the ​form​ for Trial Org.
3. Check your email inbox for a “​Welcome to Salesforce: Verify your account” email and verify your
account.
4. Follow the instructions to change your password and enter the security question.
5. Register your mobile phone.

Set Up My Domain

A “My Domain” showcases your company's brand and keep your data more secure by making your
Salesforce org's URL customer-specific. Financial Services Cloud leverages Lightning components
to enhance users' productivity, and ​My Domain ​is required before you can use Lightning
components.

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The current FSC Trail Org has My Domain already set up. You have the option to customize your
Domain Name.

Steps to customize My Domain in your Trial Org

1. Click on Set-up.

2. From Setup, enter ​My Domain​ in the Quick Find box, then select ​My Domain​.

3. Click ​Edit ​if you want to change your Domain name.

4. Test the new subdomain by going to the App Launcher and open the Wealth Management App.
In the browser address bar, notice that the URLs to all your pages will display your new
subdomain.

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Section 1.2. Review Org and Set-Up Users

We are going to follow ​Wealth Advisor, Ryan Dobson​ and ​Personal Banker, Hank Burton​.

Our Advisor, Ryan wants to get a 360-degree view of his customers to act as a great customer
advisor, so he can help them to achieve their financial goals.

Our Banker, Hank wants to have full insight into his customers’ portfolios and their financial situation
and wants to be able to capture important customer conversations. Hank also wants to monitor the
customer and partner referrals that come in.

In the Trial Org we have a user set up for Ryan Dobson (Advisor). We will create a new user for
Hank Burton (Personal Banker). Before we get started in our roles as Ryan and Hank, let’s take a
tour of the org and verify the app is installed correctly with proper licenses provisioned.

In Step 1, you created a Trial org, now let’s ensure the org is ready for users. Follow the steps
below:

Review FSC Package

1. Click and select Setup.

2. Enter “​Installed Packages​” in the Quick Find box, then select ​Installed Packages​ and verify
FSC package is installed correctly.

3. Next enter “​Company Information​” in the Quick Find box and review what licenses we have in
the system. Confirm Salesforce License and Permission Set Licenses for: Financial Services

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 Cloud, Action Plans, Document Checklist, FSC Insurance, Mortgage and Financial Services
Community.

Set-Up Users

Now that you have your org up and running, let’s see what users we already have:

1. Click and select Setup.

2. Enter “​User​” in the Quick Find box, then select ​Users.
3. See ​one Admin User and one Advisor User.
4. Activate​ the user ​Ryan Dobson.

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Before we set up a new user let’s review the Roles and Profiles that are already in this org and what
object permissions are assigned to these profiles.

5. Enter “​Profiles​” in the Quick Find box, then select ​Profiles.

6. See ​Advisor​, ​Personal Banker​ and ​Relationship Manager​ Profiles.

Steps to Create a New User

Let’s create a new user for our ​Banker, Hank Burton​ and assign the right permissions to access
FSC.
1. Click and select Setup.
2. Enter “Users” in the Quick Find box, then select ​Users​.
3. Click ​New User​.
4. For First Name, enter ​Hank.
5. For Last Name ​Burton.
6. For email, enter the user’s email address ​(use a personal email address different from your
Admin users email address).​
7. For username, you can enter a different email address or use the email address you just
entered.
8. For ​Role​, select None Specified.
9. For ​User License​, select ​Salesforce​.

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10. For ​Profile​, select ​Personal Banker​ (will need later in the next course for Home Page config).
11. Leave all other defaults as is and click ​Save​.

Set Up User Permissions

Assign the correct permission set licenses and give the user access to the correct permission sets.

Permission Set License Assignments

12. Click and select ​Setup​.

13. In the Quick Find box, enter ​Users​, then select ​Users​.
14. Click the user that you created in the previous step.
15. Hover over ​Permission Set License Assignments​ and then click ​Edit Assignments​.

16. Enable the ​Financial Services Cloud Standard License, Actions Plans, Document
Checklist Items ​and​ Save​ your changes.

Permission Set Assignments

With Permission Sets you can control App settings and System Permissions.

1. On the user page, hover over ​Permission Set Assignments​ and then click ​Edit Assignments​.
2. From Available Permission Sets, select: ​Action Plans, Document Checklist, Personal Banker
​ ave​ your changes.
Access, Financial Services Cloud Standard​ and then click​ Add​ and S
3. Repeat the process for ​Ryan Dobson​ and make sure he has A
​ dvisor Access, Action Plans,
Document Checklist, Financial Services Cloud Standard​ permissions and the ​Financial
Services Cloud Standard License, Actions Plans, Document Checklist ​permission set
licenses! Please also check the Admin user Permissions!

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Let’s Recap:

● We added a ​new use​r Hank Burton

● We assigned him a ​CRM License​ and the ​Personal Banker​ Profile
● We activated ​Ryan​ as a user
● Assigned​ Permission Set Licenses​ to Hank, Ryan and the Admin (yourself): Financial
Services Cloud Standard, Action Plans and Document Checklist Items
● Assigned​ Permission Sets​ to Hank (Banker), Ryan (Advisor) and the Admin (yourself):
○ Hank (Banker) - Personal Banker Access, Action Plans, Document Checklist,
Financial Services Cloud Standard
○ Ryan (Advisor) - Advisor Access, Action Plans, Document Checklist and Financial
Services Cloud Standard

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Section 2: Person Accounts
Our Trial org comes with Person Accounts already set-up.
To enable Person Accounts in a regular org, ​please follow these instructions​.
Before making the decision to move to Person Accounts, always consult with your client.

Person Account (Client)​: Represents the individual consumer or a prospect doing business with
the financial institution (prospects, active/inactive customers, spouses/partners, and dependents).

Person Account vs Business Account

● A person account is useful when you’re doing business with a person (B2C). A person account
combines account and contact information into one record.
● Whereas; a business account stores information in an account object and a contact object. The
account object contains information about the business. The contact object contains information
about the person you work with at that business.

Under the hood, a person account is both the contact and account object. Person accounts bring
together fields from account and contact in a single record to provide a completely streamlined,
customizable, and simplified user experience in Financial Services Cloud.

Usually, you see the Person Account as a single object, but sometimes she appears as both an
account and a contact, such as in global search. Don’t worry—they’re always part of one person
account and both parts appear when you click either one.

Understanding Person Account Record Type

Use the​ Person Account Record Type​ when a client is a person. For example, if you want to add
Rachel’s husband, Nigel into her household, you use the Person Account Record Type to first
create him as a Person Account then you relate his account to Rachel’s Household using the
Relationship Mapping (you will learn about household further down).

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Section 2.1.Test Person Account Settings

Let’s create a Person Account

1. Navigate to the ​Wealth Management App​ via the App Launcher​ ( )

2. Click on the ​Account Tab​ and change the List View to “All Accounts”
3. Create a new Account by clicking the “New” button on the upper right
4. Review available record types for a new Account and select the Record Ty​pe ​“Person
Account​”
5. Create one ​Person Account Record​ called ​Scott Adams​ and click ​Save​.

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Section 3: Relationship Management
Relationship groups let you group closely related accounts together so you can manage them
easier. Accounts added to a Relationship Group become the members of that group. For example,
a relationship group might be medical practice or a law firm, while the individual doctors or lawyers
would be the group members.

Relationship groups ​are custom object records used to store collections of accounts.
You can use relationship groups to manage the following:

● A household of people who reside at the same address

● An extended family consisting of multiple generations of relatives
● A professional group such as a medical practice or a law firm
● The trustees and beneficiaries of a trust

A client’s data can also be summarized with the data of others by making a client part of a group.
When a group is a client’s ​Primary group​, all the client’s financial information is usually rolled up
into that group.​ ​For example, the Adams Household is Rachel Adams’s primary group. It is also her
husband Nigel’s primary group. Because they are in the same group, Nigel and Rachel’s
information is rolled up together. Having that data in one place makes it easy to understand
Rachel’s financial information in context with the rest of her household.

Household:
A household represents a group of clients and businesses whose financials are summarized at the
household level.

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Section 3.1. Work with Household and the Group Builder

Let’s take a drive through Relationship within a Household and the Group Builder
1. Navigate to the ​Wealth Management App​ via the App Launcher​ ( )
2. Click on the ​Account Tab ​and select the Person Account​ Rachel Adams (Sample)
3. Click on the ​Relationship Tab
4. Under ​Adam’s Household​ click​ Add Relationship​ and add ​Scott Adams.

5. To make this the ​Primary Group​ for ​Scott Adams​ in the Trial Org, click the drop-down next to
Scott Adams​ and click ​Edit Relationship

6. Confirm that the ​Active box ​is checked and select​ Primary Group
7. Assign the​ Role of Dependant​ to S ​ cott Adams​ and choose​ All ​for​ Roll-Ups
8. Click ​Save

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Section 3.2. Roll-Up Summaries

How are Roll-Up Summaries defined for Person Account/Client and Groups?

In Financial Services Cloud client data like Tasks, Events, and Financial Accounts is aggregated or
“rolled up” into the client’s financial summary. The summarized data makes it easy to see a client’s
complete financial picture
We are using the custom objects ​Rollup By Lookup Config​ and ​Rollup By Lookup Filter
Criteria​.
These objects enable calculation of rollup summaries based on lookup field relationships between
objects, rather than master-detail relationships. You can check them out in the Object Manager.

While you can’t customize rollup configurations, Financial Services Cloud provides several
out-of-the-box rollup summaries​ at the person and group levels, including the following.

● Total Financial Accounts

● Total Bank Accounts
● Total Investment Accounts
● Total Insurance Policies
● Assets Under Management
● Wallet Share
● Total Assets
● Total Liabilities

Note:​ You can only set rollups to the primary group. If the Primary Group field is not enabled, the
option to roll up is restricted.

Test Roll-Ups

1. Navigate to the ​Wealth Management App​ via the App Launcher​ ( )

2. Click on the ​Account Tab
3. Select the​ Adams Household ​ Account
4. Take a note of the total ​Total Financial Accounts​ value in the ​Adam’s Household
($1,778,911.21)

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Now let's give Scott Adams some money…

5. Click on the​ Account Tab​, open the​ Scott Adams​ Account Record
6. Click the ​Financial Account Tab​ under​ Bank Accounts​ and create ​Scott’s Savings Account
for ​Scott Adams​ with a $6,000,000.00 balance.
7. Make ​Rachel​ the ​Joint Owner​ of Scott’s Account and click​ Save

Now let’s navigate back to the ​Adams Household Account​ via the Account Tab and check the
Total Financial Accounts​ Balance. Now you should see that the Account Balance for the Adams
Household has increased to $7,778,911.21.

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18
Defining What Gets Rolled Up to the Primary Group

1. Click the ​Relationships tab ​in ​Adams Household (Sample)​ on the Account object
2. Scroll down to the ​Group Members ​Related List​ ​to view who are the members of the​ Adams
Household group​ and click ​Edit

3. Now let’s review the Roll-ups options.

4. To make changes to the Roll-ups you can change the selection of ​Activities & Objects to Roll
Up​ right here or go to the ​Group Member Card ​and click ​Edit Account Contact Relationship​.

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Section 3.3. Enable or Disable Multiple Relationship Groups:

Financial Services Cloud comes with ​Multiple Relationship Groups​ enabled. This lets advisors
add a person to more than one relationship group. For data security reasons some clients may want
to disable this feature. Here’s how:

1. From Setup, enter custom in the Quick Find box, then select ​Custom Settings​.
2. Next to​ Industries Application Config​, click ​Manage​.

3. Click ​Edit​.
4. Check or Uncheck ​Multiple Relationship Groups​.
5. Save your changes.
6. Note:​ If you ​Uncheck​ ​Multiple Relationship Groups​ checkbox, you will not be able to add a
person to 2 different households and later in the Workbook you will have to come back here and
check the box. So it will be best to leave this box checked.

Section 3.4. Control Who Sees What on Relationship Map and Group Builder

The ​Relationship Map and Group Builder​ can be used to manage visibility to the right level of
Account & Contact data for the user. This is controlled by the users’ ​Profiles​ (e.g. Advisor, Banker,
Teller, etc.).

By default ​Related Accounts and Show Related Contacts​ are enabled for all new FSC Orgs. ​You
will need to edit Lightning pages to show or hide Related Accounts and Related Contacts. Let’s edit
the ​data visibility on the Relationship Map and Group Builder ​via the​ Lightning Page​:

1. From ​Setup​, enter ​Lightning App Builder​ in the Quick Find box, and then select ​Lightning
App Builder​.
2. Find the ​ClientRecordPage1​ (Name not Label) and select ​Edit​ next to it.
3. On the page select the ​Relationships​ ​Tab​ and click into the​ Relationship Map​.
4. In the right panel, you can see that ​Show Related Accounts​ and ​Show Related Contacts​ are
enabled by default.

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5. To hide ​Related Accounts​ or ​Related Contacts​, you would deselect the appropriate checkbox.
But for this exercise, we are keeping the boxes checked.

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Section 3.5. C​reate a brand new Household Group

For the last 6 months, ​Scott Adams​ has been in a relationship with ​Vivian Torres​ and they
decided to move in together. Our Personal Banker ​Hank Burton​ was made aware of the new
circumstances and now wants to capture that change in FSC. Banker Hank needs to move ​Scott
Adams​ and his financial holdings from the ​Adams’ Family Household​ over to his new girlfriend,
Vivian’s household​.
The first step is to create a new Household for Vivian Torres.

● Click the App Launcher ( ) in the upper left corner and select​ Wealth Management.
● From the ​Accounts​ tab, click​ New.
● Select ​Household​ as the record type and click ​Next​.
● Enter ​Vivian Torres Household​ as the Account Name and click ​Save​.

The Vivian Torres Household is now created. Let’s add members and relationships to the
household.

1. On the ​Vivian Torres Household​ record page click the R ​ elationships tab​.
2. Under Vivian Torres Household, click ​Add Relationship​.
3. Under ​Member Name​ select ​New Account​ and create a ​Person Account​ for ​Vivian Torres
4. Set up Vivian Torres as the ​Primary Member​ of the group.
5. Set this Household as Vivian’s ​Primary Group
6. In ​Activities & Objects to Roll Up ​select​ All ​and click ​Save.

Now we have a basic household, but it only has one member.

If Vivian was single and lived alone, you’d be finished, but she doesn’t live alone.

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Let’s add Scott Adams as her Domestic Partner and roll up his Financial Accounts and his Financial
Goals to the Vivian Torres Household. The Adams Household is currently Scott’s Primary Group.
We need to go to Adam's Household and change his Primary Group Status so that Vivian Torres
Household can become Scott’s Primary Group.

Let’s see if you learned enough to do this without detailed instructions. (5 min)
This is what you should see after you changed Scott’s Group Membership:

Let’s Recap:
● We created a brand new Household Account record and a Person Account for Vivian Torres
● We mapped Vivian Torres Person Account record to her Household
● We added Scott to Vivian’s household, but we were not able to make this his primary group just
yet.
● Scott Adams Person Account is now a member of 2 groups - Adam’s Household and Vivian
Torres Household.
● We edited the Adam’s Household Group and disable the Primary Group for Scott and enabled
“Primary Group” for Scott in Vivian Torres Household.
● Now let’s see what happened to his money….
● When we disabled the Adams Household to be Scott’s Primary Group, Scott’s money was
removed from the Adam’s Household’s “Total Financial Accounts”
● We changed Scott’s Rollups in the Vivian Torres Household to make his money roll up there.

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Section 3.6. Create a Contact-Contact Relationship with a Reciprocal Role
Groups or Households sometimes have relationships with people who don’t live in the same household.
For example, Vivian Torres has a lawyer in her household named Ivan M. Kohl.

Financial Services Cloud provides several reciprocal roles, including lawyer/client, accountant/client,
parent/dependent, business/proprietor, and more. If those roles don’t cover your business needs, it’s easy to
add new roles.

Let’s see how Reciprocal Role works when we create a relationship for Vivian’s lawyer, Ivan.

1. In the Accounts view for the ​Vivian Torres Household​, click ​Relationships​.
2. Under ​Related Contacts​, click +​Add Contact​ (the contact is filled with Vivian Torres).
3. Click ​Related Contact​ and choose ​Ivan M Kohl​.
4. Click ​Related Role ​and type ​Lawyer.
5. Select ​Lawyer ​and ​Save​ the new Contact-Contact relationship.

Ivan M. Kohl is now listed on Vivian Torres’s Relationship tab as her Lawyer.

6. Now let's take a look at the ​Reciprocal Role​ functionality on the Lawyers contact record page related list.
We should see Vivian as a client

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Section 4: Life Events and Business Milestones
Financial Services Cloud comes with​ Life Events or Business Milestones Lightning component
that can be displayed on the Account record page to create a more personal, need-based customer
engagement by capturing and visualizing important life events, such as having a baby, changing
jobs, or buying a home. It shows Life Events for a person account record page and business
milestones for a business account record page.

If you add the component to a Person Account record page to show Life Events.

If you add the component to a Business Account record page to show business milestones.

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Section 4.1.Display Life Events on a Person Account record page

1. Click and select ​Setup.

2. In the Quick Find box, enter ​Lightning App Builde​r, then select ​Lightning App Builder​.
3. Next to the ​Wealth Client Record​ page, click ​Edit​.
4. Drag the ​Life Events or Business Milestones​ component under the ​Account Summary section

5. Click ​Save​.
6. On the Page Saved dialog, click ​Activation​.
7. In the Activation dialog, click​ APP, RECORD TYPE, AND PROF​ to define where this page is used.

8. Click​ Add Assignment

9. Under App Name select ​Wealth Management
10. Click ​Next​ and click​ Next ​again under “​Select a Form Factor”
11. Under ​Record Type​ select​ Business and Person Account Record Types
12. Click ​Next
13. Under ​Profile​ select ​Advisor, Personal Banker and System Administrator
14. Click ​Next​ and click ​Save​.

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15. Now navigate back to the​ Wealth Management App​ and to the ​Rachel Adams Person Account​ and
refresh the page and you will see ​Person Life Events.

16. Now navigate to the Account​ Smith, Kohl and Company (Sample) ​and you will see ​Business
Milestones.

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Section 4.3. Add or Remove Person Life Event Types

1. From ​Setup​, open ​Object Manager​.

2. In the Quick Find box, enter ​Life Event​. You will see 2 options pop up.
The option ​Life Event (​FinServ__LifeEvent__c ) should not be used for new Orgs - it is a remnant of the
old object model. ​We are using a ​Person Life Event​.
3. Select ​Person Life Event​. and c​lick ​Fields & Relationships​, and then select ​Event Type​.

4. Under ​Event Type Picklist Values​ you can ​Create, Edit, Deactivate or Delete ​Event Types
5. Click ​New​ and create one called ​1 Year Vacation.
6. You can capture​ Once-in-a-Lifetime Events ​with ​Unique Event Types​ t​o prevent users from
accidentally creating more than one event of such an event type.
7. Click ​Edit​ next to the Event Type ​1 Year Vacation​ and select the ​Unique ​checkbox and ​save​ your
changes.
8. Now navigate back to the​ Wealth Management App​ and to the ​Rachel Adams Person Account​ and
find the event ​1 Year Vacation ​on the timeline greyed out​.
9. Click on it and enter the event name ​Sabbatical​, enter a date and click ​Save​.
10. Try to enter a second event of that kind and you will receive an error message.

Hide Sensitive Life Event Types

At times, mentioning a life event is inappropriate because the person hasn’t yet experienced or isn’t likely to
experience that life event. When you hide a life event type, it doesn’t appear on the component until you add
a life event of that type for the person's Life Event Timeline.

Note:​ This functionality is not supported in the Trial Org

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Section 4.4. Choose the Life Event Details to Show on Hover

When you hover over a life event, an expanded lookup card displays the key fields from the event record. You
can customize the associated compact layout and choose the fields that you want to show in the expanded
lookup card.

1. From Setup, open ​Object Manager​.

2. Click ​Person Life Event​, and select ​Compact Layouts​.
3. Clone the ​System Default​ layout, or click ​New​ to create a compact layout.
4. Enter label​ New Compact Layout​, and add the fields you want to include.
5. Sort ​the fields in the order that you want them displayed by clicking ​Up​ or ​Down​.
6. Save​ the Layout.
7. Click the ​Compact Layout Assignment​, and then click ​Edit Assignment​.
8. From the ​Primary Compact Layout​ list, select your compact layout and ​Save​ your changes.
9. Go to the Rachel Adams Person Account record and create a new Life Event “​Move to Boston​” with
Event Type = Relocation.
10. Enter a date and click​ Save.

Note: You can add a flow or Action Plan after you create a new Life Event

Section 4.5. Personalize Life Events with Custom Icons

You can change the default icon associated with a life event type. Upload an SVG file to replace the icon.

1. From Setup, in the Quick Find box, enter ​Icons​, and then select ​Icons​.
2. For the Icon that you want to change, click , and select ​Change Icon​.
​ pload Files​, and select the SVG file for the icon. The SVG file must be a single path SVG file.
3. Click U
4. Click S​ ave​.

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Section 4.6. Associate a Life Events with an Opportunity

Now that we added​ Life Events​ to the Account record pages, our​ Personal Banker Hank Burton ​can
quickly create a related record and associate the record with a Life Event or Business Milestone without
leaving the page. It’s super easy to create related Opportunities, Cases, Events or even Action Plans.

For example, when viewing a house purchase event, the advisor can quickly create an opportunity for a
Mortgage or when adding a Car to Life Events, the agent can quickly create an Opportunity for selling an auto
insurance policy. The Opportunity record is automatically associated with the life event.

Let’s give it a try:

1. Go to the ​Life Event​ for ​Home

2. Hover over the event card and in the drop-down select ​New Opportunity

3. Create an Opportunity called ​Mortgage for Rachel

4. Fill out the required fields and click ​Save​.

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Section 5: Financial Goals
Create a financial goal to track a client’s progress toward major purchases, retirement savings, or
other life goals. You can only create savings-oriented goals. You can’t create a goal for paying
down a debt. You also can’t associate a goal with a specific financial account.

Section 5.1. Add the Goals Tab to the person Account page layout

Add the Goals Tab to the person Account page layout for the Wealth Management App.

1. Go to the ​Rachel Adams ​account > click ​Edit Page​ in the upper right
2. Add the ​Goals tab​ next to the Relationship tab by creating a ​Custom Tab Label called “Goals”.
3. Drag the “​Financial Goals​” Custom Management Component onto the Goals Tab

4. Activate & Save​ the new page.

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Section 5.2. Create a Financial Goal for buying a Vacation Home

1. On the ​Goals tab​ of the Rachel Adams Person Account, click ​New​.
2. Enter the name “​Vacation Home​”.
3. Select the ​Adams Household​ in the Household field.
4. Enter the relevant information and ​save​ the record.
5. Now go to the ​Adams Household ​account record >​ Goals tab​ and check if the new Goal is
summarized at the household level.

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Section 6: Action Plans
Action Plans are ideal to deliver consistent and compliant customer engagement for processes like
onboarding Financial Accounts and resolving Cases. An Action Plan Template defines the tasks
needed for completing a repeatable business process. Each task is given a priority, assigned to a
user and given a completion date (date offset). Tasks are then managed through the standard
Salesforce interface..

You can ​create action plans for tasks associated with Account, Campaign, Case, Contact, Contract,
Lead, or Opportunity records​. You can also create Action Plans for tasks associated with custom objects
with Activities enabled.

You have to assign the permission set licenses to the profiles of users that need access to Action Plans. The
Permission Set licenses come with the FSC Trial Org installation. Admins and users with the right
permissions are able to create Action Plan Templates. Other users (i.e. Advisors, Insurance Agents, Bankers)
should not be able to make changes to the templates but can assign the Action Plan to an Account or
Opportunity, ect..
You can activate the Action Plan via Process Builder.

Our ​Personal Banker Hank Burton​ heard from his client ​Rachel Adams ​that she is changing jobs by the
end of this month. He captured that information as a ​Life Event on Rachel’s Person Account.​ Hank
recommended to Rachel to​ roll over her old employer’s Retirement Account to a Retirement Savings
Account ​at Hank’s Bank. We want to help Hank Burton to​ use Actions Plans to streamline this process.

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Section 6.1. Action Plan Templates

An action plan template defines the tasks and other items needed to complete a business process.
In a template, each task is given a priority, the number of days in which it must be completed (date offset),
and who is responsible.

Create a Live Event and a Retirement Account

1. Create a new ​Life Event​ called ​Job Change​ with the ​Event Type “Job”​ on Rachel’s Person Account
and set the ​Event Date​ to 2 weeks out.

2. Create ​Retirement Account for Rachel Adams

3. Go to the ​Financial Accounts Tab​ on Rachels Person Account Record
4. Find the ​Mutual Fund Investment (Sample)​ account and ​clone it
5. Rename that account to ​Rachel’s Retirement Account ​and click ​Save

34
First we have to create our ​Action Plan Template ​for Opportunities, then we will add Tasks to this template
and lastly we designate which tasks are required. Once all tasks are entered, we will publish the template.
We will assign Tasks to the Advisor ​Ryan Dobson​ and Personal Banker ​Hank Burton​.
Check the Action Plans Permission Set License and Permission Set
We use permission set licenses and permission sets to give your users access to Action Plans.

1. Our ​Personal Banker Hank Burton​ and our ​Wealth Advisor Ryan Dobson​ both need the Action Plans
Permission Set License assigned.
2. Go to ​Hank’s and to Ryan’s User records​ and make adjustments if needed.

Add an Action Plan Templates Tab

To give users convenient access to create Action Plan Templates we can add a navigation bar tab.
NOTE You can’t add navigation bar tabs to Community or Connected apps.
In the Trial org The Wealth Management App already has the Action Plan Tab, but the​ Insurance Agent
Console​, which we will use later, does not - so let's add it to that one.

1. Click and select ​Setup​, enter ​App Manager​ in the Quick Find box, then select ​App Manage​r.
2. Let's add it to the ​Insurance Agent Console​, select ​Edit​ from the dropdown list.

35
3. Under ​App Settings​, click​ Navigation Items​.
​ vailable Items​ list, select ​Action Plan Templates​ and add it to ​Selected Items​.
4. In the A

5. Save ​your changes.

Add Action Plans to Account Object Lightning Page Layout

To create action plans, the Action Plans list must be available on the supported object page layouts. Let’s add
Action Plans to Rachel’s Person Account Page Layout.

1. Go To ​Rachel’s Person Account ​and click and select ​Edit Page​,to modify the Lightning Page.

2. In the​ Lightning App Builder​ move the “​Action Plans List - Financial Services Cloud​“ Lightning
Component onto the right sidebar of the page layout.
3. Activate​ them for the ​Wealth Management App​, all Record Types and the Advisor, Personal Banker
and System Admin Profiles and ​Save y​ our changes.

36
Create Action Plan Template

1. On the ​ Wealth Management​ App under “More” click Action Plan Templates.

2. Click ​New ​and create a new ​Template ​called R

​ etirement Account Opening Process​.
3. As ​Target Object​ assign ​Person Life Event​ and click Save.

4. Create the following​ Tasks ​for the new Template​:

Tasks: Assign to User: Days to Complete: Required

Send Account Forms to client Ryan Dobson 1 Yes
Review client documents Hank Burton 6 Yes
Open Retirement Account Ryan Dobson 8 Yes
Transfer Funds to new Account Hank Burton 10 Yes

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5. Publish the Template

38
Section 6.2. Create Action Plans from Life Events

Let’s create an Action Plan from a Life Event on Rachel Adam’s Person Account.

1. On the ​Wealth Management​ App go to A ​ ccounts​ open ​Rachel Adams (Sample) ​Person Account
2. Find the ​Life Event​ for ​Job Change and select Action Plan

3. Enter ​the Name ​Rachel’s Retirement Account​ and select a ​Start Date​ TODAY
4. Select the Action Plan Template ​Retirement Account Opening Process
5. Check the box “​Skip Non Work Days” ​and click​ Next​ and click​ Next​.
6. Confirm the task assignments and click ​Save​.

To ​test it,​ you can​ log in as Hank​ to see the correct Task assignment on their Homepage.

39
Note:​ This step might cause an error message - the issue has been reported to support and should
be fixed soon.

40
1. Go back to the Action Plan Templates Tab and click ​NEW​.
2. Name the new ​Template ​called ​Retirement Account Opening Process V2​.
​ arget Object, assign​ A
3. As T ​ ccount​ and click Save.

4. Create the following​ Tasks ​for the new Template​:

Tasks: Assign to User: Days to Complete: Required

Send Account Forms to client Ryan Dobson 1 Yes
Open Retirement Account Hank Burton 2 Yes

5. Publish​ the Template

6. Go back to Rachels’ Person Account and create an Action Plan from the Action Plan Component.

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Section 6.3. Action Plans & Document Checklist Items

With the ​Spring’20 Release​ you can now create an action plan template from an existing template.
This feature simplifies template creation when your business process changes by eliminating the
need to start from scratch. Users can also use an existing template as a reference to create a
different version for their own use.

With action plan template packaging, you can create an action plan template in one organization and
deploy it in a different organization. Create and test an action plan template in a sandbox environment
and deploy in production when the template is ready. To use a packaged action plan template, clone
the packaged template, make any necessary changes, and then publish it.

Action plan templates can now include document checklist items. An action plan template can have
tasks, document checklist items, or a combination of both.

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Section 7: Intelligent Need-Based Referrals
Intelligent Need-Based Referrals and Scoring is a referral management workflow that helps source
referrals internally and externally across lines of business. Users create and automatically route
referrals based on a customer’s expressed interest, from savings accounts to home loans.
Automatic email notifications keep users up to date. The dashboards and reports make it a snap to
identify and reward top referrers.
Referrals are modeled on the new Lead object, which has been extended and renamed. All the
Lead features like Einstein Lead Scoring, Lead Routing, and Lead Assignment, also work for
Referrals.

● Referrals Trail Module

● Intelligent Need-Based Referrals and Scoring - Admin Guide
● Financial Services Cloud Implementation / Developer Guide
● Financial Services Cloud Admin Guide

Once you identify a customer need or interest, you can capture it as a referral within Financial
Services Cloud. A referral from one advisor to another is fairly straightforward. With Financial
Services Cloud, referrals that cross lines of business are easy to manage, too.

Use Case Story:

Our client ​Rachel Adams ​indicated to Ryan Dobson, her Financial Advisor that she is relocating for a
new job and therefore she has to look for a new house. As a result of that conversation, we want to
create a Referral for the Mortgage Department of Rachel’s Bank and share it across lines of
business.

Let’s analyze the situation:

● Customer need: ​Mortgage

● Problem: We can’t help directly, because our department doesn’t provide Mortgages.
● Solution: Create a referral. We know that Hank is also a top mortgage broker in the retail
banking branch, so we want to create a referral and send it on to Hank.

Here are the recommended process steps:

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In Financial Services Cloud we added custom fields for managing and tracking referrals, in addition to
the standard lead fields. Details can be found ​ Financial Services Developer Guide

● Capture a client’s expressed interest and its value.

● Track the needs and referrals of existing clients.
● Score your referrers based on the quality of their referrals.
● Report on your top referrers.

Let’s view each step of the process in more detail:

Step in the How to complete the step Example

referral
flow

Create To meet a customer need, someone creates a referral. Ryan in wealth management creates a referral
referral for a client interested in getting a mortgage.

Assign Salesforce automatically notifies the referral recipient via The mortgage referral goes to Hank in the
referral email, thanks to routing rules the admin set up based on mortgage department in retail banking.
expressed interest, city, state, or other factors.

Accept The recipient of the referral accepts, rejects, or reassigns Hank accepts the referral.
referral it.

Prioritize The recipient prioritizes the referral based on its Einstein Hank looks at Ryan’s referral score. Because
referral lead score, the referrer score (more on this in a minute), Ryan’s referrals often convert, his referral has a
and the current workload. high score.

Convert If the customer is interested and qualified, the recipient Hank works with Rachel. He makes sure she’s
referral converts the referral into an opportunity. If necessary, interested and qualified to purchase a mortgage.
Financial Services Cloud creates an account and contact She is, so Hank converts the referral to an
record for the customer and assigns the customer to a opportunity. Because the referral converted,
household. If the customer doesn’t want to move forward, Ryan’s referrer score goes up.
the recipient closes the referral.

Track and Using reports and dashboards, users can track existing Jackie is a manager for Cumulus Bank. She
analyze and past referrals. tracks existing and closed referrals, the
referral progress on referrals, and the referral scores of
the referrers. She’s happy to see that Hank has a
new opportunity and makes a note to thank Ryan
for creating so many good referrals.

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Section 7.1. Update Trial Org to work with Referrals

Before we start creating Referrals - we need to make some updates to the Trial Org. We need to
make the​ Expressed Interest​ field required and we need to update the Page Layout / Record Type
Assignments.

1. Add ​Related Leads​ to the Related List of the ​Person Account Page Layout:
Set-up > Object Manager > Person Account > Page Layout

2. Make the ​Expressed Interest​ field required on the ​Lead (Referral) Page Layout:
Set-up > Object Manager > Lead and Referral > Page Layout

3. Update available Lead Record Types for our 3 profiles

Go to: ​Profiles > System Administrator > Object Settings> Leads > Record Type
Settings > Leads > Edit​ and select Business Referral, General Referral, Person Referral,
and Retirement Planning as Assigned Record Types and make Person Referral the Default
Record Type and click Save.

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4. Repeat for the Advisor and Personal Banker Profile.

5. Update the Record Type - Page Layout Assignment on the Lead and Referral Object by
setting all Assignments for all Record Types to the ​Lead (Referral) Page Layout:
Set-up > Object Manager > Page Layouts > Page Layout Assignment

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Section 7.2. Customize Referral Assignment

Before we create our first referral, we have to make sure it will be assigned to the right person.
We determine where referrals go after they’re created by setting up ​Assignment Rules​ to automate
the assignment of a referral to either a specific person or a queue.

It is best practice to assign referrals to a queue, so managers can assign each referral to the
employee with the most time and experience. You can create an approval process to automate the
way referrals are approved. For our use case scenario we will need a ​Mortgage Queue​ - so
customers that are interested in a mortgage go to the Mortgage department. We will also need to add
users to the queue​ and create email​ templates ​for that queue.

Let’s start with the email template.

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Email Template for Mortgage Referral Assignments

1. Click and select ​Setup​.

2. In the Quick Find box, enter ​Email Template​, then select ​Classic Email Templates​.
3. Find the template “​Leads: New assignment notification (SAMPLE)​” and clone it.
4. Call the new template ​Mortgage Lead Assignment Template​ and click ​Save​.

NOTE:​ Ensure the correct fields are pulled in the email template so users can see adequate
information about the lead in their email notification. Leverage “Send Test and Verify Merge Fields”
to test the email template.

Set up a Queue for Mortgage Referral Assignments

1. Go to ​Setup​ and in the Quick Find box, enter ​Queues​, then select ​Queues​.
2. We can see that the Trail Org already has a Mortgage Queue set up.
3. Click ​Edit​ to review and update the settings.

4. Add your personal email address​ as Queue Email and check “​Send Email to Members​”

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 5. Using the​ Add button,​ make Personal Banker and Mortgage Expert ​Hank Burton​ a member
of the Mortgage Queue. And click ​Save​.

Set up a Lead Assignment Rule for Mortgage Referrals

1. Click and select ​Setup​.

2. In the Quick Find box, enter ​Lead​ and select ​Lead Assignment Rules​.
3. The Trail Org already has a ​Lead Assignment Rule​ called ​Assign Mortgage Referrals​, but
the Rule Entries are missing.
4. Select the ​Assign Mortgage Referrals​ Lead Assignment Rule and click ​New​ under ​Rule
Entries​.

5. Create a rule to filter leads by record field values

6. Step 1:​ rule entry ​Sort order : 1
7. Step 2:​ select ​criteria are met

set rule entry criteria:

- Field: ​Lead: Expressed Interest
- Operator: ​equals
- Value: ​Mortgage

8. Step 3:​ Select ​Queue​ and lookup ​Mortgage Queue

9. In the field ​Email Template​ lookup and select: ​Mortgage Lead Assignment ​template
10. Save​ and ​Activate​ the Assignment Rule.

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Make sure​ Assign using active assignment rules​ is ​checked by default​ when
creating a referral.
1. Go to ​Setup​> ​Object Manager
2. Select ​Lead and Referral​ Object and click ​Page Layouts​ on the left
3. Edit the ​Lead (Referral) ​layout
4. On the Layout console click ​Layout Properties
5. Check the ​Lead Assignment Checkbox​ and the ​Default​ checkbox
6. Save​ the changes to the Page Layout

Section 7.3. Create a Referral

Let’s create a Referral
1. Via the App Launcher ( ) select ​Wealth Management App
2. Go to ​Rachel Adams​ Person Account Record and go to the​ Referrals ​tab
3. Find the ​Referrals Made​ and click ​New

4. The ​New Lead and Referral​ form should show the Record Type ​Person Referral

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 5. Fill out the form

6. For ​Expressed Interest​ select ​Mortgage

7. In the ​Referral Information​ section add ​Ryan Dobson​ ​as ​Internal Referrer ​(you will need to
activate Ryan Dobson in ​User​ settings to show up as a user in this field)

8. Under ​Related Account​ lookup and select ​Rachel​ ​Adams

9. Clear the field ​External Referrer

10. Add a short description and click​ Save.

Customize Referral Acceptance

After Financial Services Cloud assigns a referral the recipient does one of the following:
● Accepts the referral and gets to work
● Rejects the referral and sends it back to the referrer for more information

In our case, the Referral was assigned to the Mortgage Queue. Let’s take a look.
1. Go to the​ Leads and Referrals Tab​ and open the List View ​All Open Leads and Referrals
2. Edit the ​Fields to Display​ by moving ​Owner Alias​ field in and find the Referral that we just
created

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At this point the Manager could manually assign the Lead to Personal Banker Hank Burton or Hank,
who is a member of the Mortgage Queue, can grab the lead from the Queue.

1. Go to ​Setup​ and log in as ​Hank Burton

2. On the​ Retail Banking App​ find the ​Leads and Referrals​ tab
3. Switch to the List View ​Mortgage Queue​ and find the ​Rachel Adams ​Referral
4. Use the ​Change Owner ​button to assign the Referral to ​Hank Burton​ and click​ Submit

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The Referral is removed from the Queue and added to​ Hanks Home Page​.

To customize how recipients accept referrals, you can set up an ​approval process​.

Prioritize a Referral
The referral is moving along nicely. It’s been created, assigned, and accepted and Hank, our personal
banker is ready to get to work on it. But the referral is just one of many. How do you know which
referral to work on first?

Einstein Lead Scoring​ can help Hank to determine which one is most likely to convert. This feature
calculates how likely a referral is to convert based on similar referrals in the past. The more referrals
you have, the more the system learns, so the lead score just keeps getting better and better.

You can view the referral score, from 0 to 100, in the list view. Here’s an example - but this is not
configured in the Trial Org yet.

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When you look at a referral more closely on the Lead and Referral page, you see detailed information
about the score. The Lead Score tile shows you why the referral received its score. For example, a
referral with complete information that comes from a top referrer has a high score. An incomplete
referral from an unknown source has a low one.

Note:

This feature requires a Sales Cloud Einstein license, which is available for an extra cost in Enterprise,
Performance, and Unlimited Editions. The Trial Org used for this training does not have the required
Einstein licenses or the needed data volume to make this work.

54
Section 7.4. Convert a Referral

When a referral is qualified, it’s ready to be converted. The specific steps a referral goes through to
be ready to convert depending on the requirements of your business. Common qualifying steps
include confirming client interest, completing all client information, or pre-qualifying the client for a
mortgage.

Here is how you can convert a referral to an opportunity or to a new client.

1. Go to ​Setup​ and log in as ​Hank Burton

2. On the​ Retail Banking App​ find the new Referral on ​Hank’s Home Page ​and ​open it
3. You can p​ rogress the steps on the timeline​ by logging a call on the ​Activities Tab​ and
changing the ​Lead and Referral Status​ to “​Working - Contacted​” for example. Now the
lead is qualified and can be converted.
4. On the drop-down (upper right), select ​Convert​ from the picklist.

5. If the customer already has an ​Account​, click ​Choose Existing​ and search for Rachel’s
Account.
6. In the section below select ​Create New​ Opportunity
7. Review the ​Record Owner​ and ​Converted Status​ field and click ​Convert​.

55
Fantastic! You followed the steps to customize the referral process from creation to conversion,
including accepting, assigning, prioritizing, and converting it. Now, let’s learn how to track all the
referrals and referrers in his system to see things in a bigger context.

(NOTE: there is currently an issue with Lead conversion in the Trial org - I’m getting that fixed. If you
see an error message after this step - just move on)

Section 7.5. Identify Top Referrers

Your top referrers are a key part of your business. A referrer is someone who creates a referral, and
your top referrers are the ones who create the referrals that are most likely to convert. Go to your
home page - it lists your Top Referrers.

CONFIGURATION CHALLENGE​:

1. Add an ​External Referral​: Rachel Adams is referring her son Scott Adams to Personal
Banker Hank Burton. Scott is looking for a Credit Card.
2. Add an ​Internal Referral​: Send a referral coming from Ryan Dobson to refer Vivian Torres to
Personal Banker Hank Burton. Vivian is looking for a Savings Account.
3. Acting as ​Hank Burton​, add an ​Internal Referral​: Banker Hank Burton is referring “​Mr. Nigel
Adams (Sample)”​ to Wealth Advisor Ryan Dobson. Nigel is looking for an Investment
Account.

Log in​ as Personal Banker ​Hank Burton​ and check the Top Referrers.

Rachel Adams is the top external referrer in your Financial Services Cloud trial org.
To find out more about Rachel Adams’s referrals, click her name and click Referrals.

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The Referrals view shows details about the number of referrals, the number converted and rejected,
the conversion rate, and a list of people referred. To keep your top referrers happy, consider creating
an incentive program to reward them with financial or other incentives. The important thing is to make
sure that they know how valuable they are to you and your business.

57
Section 7.6. Track Referral Activity
Jackie, the branch manager at Cumulus Bank, is excited to see the rise in her department’s close
rate. The new referral system gets the credit. Jackie wants details about the referrals—where they
come from and how many of them close. We have her some built-in dashboards.

1. From the home page, click the ​Dashboards Tab​.

​ ll Dashboards​ and select R
2. Click A ​ eferral Performance by User​.

You can also go to Hank’s Home Page to get details on his Top Referrers and on the performance of
the Referrals he made:

Now we know how to track referrals and referrers from the home page, the client page, dashboards,
and reports and we are ready to make intelligent need-based referrals work for Cumulus Bank.

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Section 7.7. Customize Referral Path

Path keeps users focused on what's most important to complete processes fast. By guiding users to
the right fields and content at the right time, Path enforces and ensures adoption of your company's
process. When you create paths, you choose:

● Which fields and content appear for your users at each step in the process.
● What good advice, helpful reminders, useful links, and best practices to include at each step.
● When paths are available to your users.

In the Trial Org, ​Path​ is already Activated, in new Orgs Path has to be enabled.

Get started with Path

1. Go to ​Setup​ and enter “​Path​” in the Quick Find box, then select ​Path Settings
2. Here you can create a new Path or edit an existing one.
3. Since we can’t change the Object or Record Type and an existing Path, we need to create a
new one.
4. Click ​New Path

5. In Step 1 we select the following:

○ Path Name = Lead and Referral Path
○ Object = Lead and Referral
○ Record type = Person Referral
○ Picklist = Lead and Referral Status

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6. In​ Step 2​ you can select fields that you want to appear for your users to provide guidance for
success. You can add things like Tips, links to Chatter groups or Files, best practices, or
policy reminders. The ​Record Type​ and picklist values selected in Step 1 determine the
Stages on the Path. Lets Add a couple of fields to each stage and also little messages to
provide ​Guidance for Success.

7. Save​ and ​Activate​ your Path

8. Open an existing Lead with the Record Type ​Person Referral ​and click on one of the stages.
9. On the upper left corner of the Path Component toggle down and the Key Fields you just
configured and the Guidance for Success will appear.

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Section 8: Actionable Relationship Center (ARC)
Actionable Relationship Center (ARC) gives you a whole new look at relationships.
The ARC interface shows account, contacts, and related records in one view, letting users navigate
among related records. ARC supports B2C and B2B relationships.

With using ARC you can:

- Get a 360 degree view of the client

- Explore complex business hierarchical relationships
- See related information such as Financial Accounts, Opportunities, Cases, etc.
- Create new visualization UIs and associated experiences
- Discover new areas of opportunity and influence
- Take quick action on records (Add / Edit / Remove )
- Expand hierarchy and Account relationships to allow group to group relationships
- Model those Account to Account relationships

Let’s dive into some configuration exercises...

The Admin for Cumulus Bank wants to display ARC for Financial Advisors and Bankers, so they
can get a deeper understanding of who their customers are, what they have and what do they need.

The Admin is so excited about this new tool and can’t wait to set up ARC for the Advisors so they
can easily access more data and trigger contextual actions on the fly.
ARC will make it easy for Advisors and Bankers to navigate their customer relationships &
connections, whether it’s a business or person. They can quickly identify areas for upsell/cross sell
and take the right actions to support their clients’ needs.

The Admin will need to assign the appropriate permissions to Advisors and Bankers and add the
ARC Lightning Component to the Account and Contact page layouts.
Let’s walk through the steps the Admin needs to take to set up ARC for the Advisors:

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Section 8.1. Assign ARC Licenses & Permissions to Users

To allow users the ability to view Actionable Relationship Manager, assign them appropriate
permissions. To get access to ARC users will need the following permissions enabled:

- Financial Services Cloud Extension ​Permission Set License Assignment ​and

- Financial Services Cloud Extension ​Permission Set

If you are adding ARC to an existing org​, you can use ​Manage Assignments​ to assign the
Financial Services Cloud Extension permission set to all the users that need​ ​access to ARC. You
can use Data Loader to​ mass assign permission set ​to multiple users.

Let’s assign the ARC permissions to Banker Hank Burton, Advisor Ryan Dobson and the System
Admin.

1. Click and select Setup.

2. Enter “Users” in the Quick Find box, then select ​Users​.
3. Find ​User Hank Burton.
4. Click ​Permission Set Assignments​, and then click ​Edit Assignments​.
5. Add the ​Financial Services Cloud Extension​ and ​Save.
6. Click ​Permission Set License Assignments​, and then click ​Edit Assignments​.
7. Add ​Financial Services Cloud Extension​.
8. Save your changes.
9. Repeat for your own ​Salesforce Admin user ​and for ​Ryan Dobson​.

62
63
Next we need to create a ​Permission Set for granting access to the ARC - Financial Services
Cloud Lightning component​.

1. From Setup, in the Quick Find box, enter Permission Sets, and then click ​Permission Sets​.
2. Click ​New​.
3. Enter a label, API name, and description for your permission set. To keep it simple, use ARC.
4. Click ​Save​.
5. In the Find Settings box, enter ARC, and select ​Access ARC - Financial Services Cloud
Component​ under System Permissions.
6. Click ​Edit​.
7. Under System Permissions, enable ​Access ARC - Financial Services Cloud Component​ and
click ​Save​.
8.

To assign the permission set license to users go to:

1. From Setup, in the Quick Find box, enter Permission Sets, and then click ​Permission Sets​.
2. Click Financial Services Cloud Extension.
3. Click ​Manage Assignments​, and then click ​Add Assignments​.
4. Select the checkbox for each user who must view Actionable Relationship Center, and then
click ​Assign​.

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Section 8.2. Add Actionable Relationship Center to Page Layouts

In the FSC Trial Org, the ​Actionable Relationship Center​ has already been added to the Tabs
Page for the Wealth Management App.
There is also already the ​Open Relationship Center​ button on the Account page layout.

In a production org you would use the Lightning App Builder to add ARC to page layouts. To test
this you can use the ​Retail Banking App​ to add the ARC Lightning Component to the Lightning
page.

Here are the steps:

1. Click and select ​Setup.

2. In the Quick Find box, enter ​Lightning App Builde​r, then select ​Lightning App Builder​.
3. Next to the ​Banking Person Account Page - Two Column​, click ​Edit​.
4. Highlight the ​Tabs​ and click ​Add Tab​ on the right.

65
5. Select ​Tab Label “Custom”​ and enter ARC as the Custom Label name.
6. Push Enter and click ​Done​.

7. Now click on the ​ARC Tab​ and add the ​ARC Lightning Component​.

8. Optionally you can add filters to limit users’ ability to view the component.
9. Activate​ and ​Save​ your changes.

Note:​ You can only add the ARC Lightning Component to page layouts for Account or Contact
objects.

The button "​Open Relationship Center​" can be added as a quick action to Accounts and Contacts
by editing the page layout. In the Trail Org the button is already there.

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Section 8.3. Configure Fields on ARC Record Cards

To see fields on ARC record cards, you need to add the respective fields to the Compact layout of
that entity and Record Type.

Let’s select fields for a Household Account:

1. Go to​ Setup​ > Object Manager > Account

2. Now select ​Compact Layout​ > ​Household Compact Layout​.
3. Click on ​Edit​ and drag and drop the field ​“Last Review​” from the Available Fields on to the
Selected fields

4. Note: ​only top 2 fields on compact layout can be visualized on ARC

5. Click ​Save.

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Section 8.4. Configure ARC Related Lists

For performance reasons, ARC displays a limited number of related lists per object.
Account objects, including the Person, Group, and Business record types, display up to 12 related
lists. Objects that are not Accounts only display up to 5 related lists in ARC.

Admins can e​dit the page layout for an object to control which related lists are visible in ARC. ​ARC
displays related lists in the same order they’re shown in the page layout defined for the
associated object.

To test this, let's make a change to the Account (Household) Layout.

1. Go to ​Setup​ > Object Manager > Account

2. Now select ​Page Layout​ > Account (Household) Layout
3. Click on ​Related Lists​ and move the Cases Related List to the top
4. Save ​your changes

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Now you will see Cases listed above Household Opportunities in

Section 8.5. Create and Edit Account Relationships with ARC

The Actionable Relationship Center (ARC) interface lets you create, edit, and remove
account-account and account-contact relationships. The ARC shows both Financial Services Cloud
relationships and related list relationships in one view and it lets users navigate among related
records.

Users can act on the information they see in the ARC interface in many ways:
● Create account-contact relationships, like adding a member to a household account.
● Create account-account relationships, like relating an accounting firm in an Advisor role to a
business account.
● Edit account-account and account-contact relationships.
● Create related records for an account, such as a new Financial Account for a person, or a new
Opportunity for a business account.

Rachel Adams has a new Accountant, Steve Smith from Smith, Kohl and Company. The Advisor
wants to capture that information in ARC.

69
Let’s add her new Accountant’s firm via the ARC Related Account card as an Account-Account
Relationship and let’s add Steve Smith as a Contact-Contact relationship.

1. Open Rachel Adam’s Person Account record and go to the ​ARC Ta​b.
2. Click ​New ​on the Related Accounts Card and enter ​Smith, Kohl and Company (Sample)
3. Click ​New​ on the Related Contacts Card and enter​ Steve Smith
4. Under Related Role click ​+ New Reciprocal Role
5. Select Record Type ​Contact Role ​and click N
​ ext
6. Enter Accountant / Client for Role / Inverse Role

7. Click ​Save ​and the new business account relationship will appear in the ARC interface.
If the relationship does not show in the list immediately, refresh the page to load it.

On the right hand panel you can see how the records are related to each other.
Select the Related Contact card for Steve Smith and see the Accountant role and Client inverse role
for the relationship as well as other important details to get quick context.

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Section 8.6. Add a new Opportunity directly from the Record Card

The Actionable Relationship Center (ARC) interface lets you new Opportunities directly from the
Record Card.

Let’s create an opportunity for Scott Adams Retirement Savings Plan directly from the Actionable
Relationship Center Card. You will see how easy and quick it is to create an opportunity without
leaving the page. Let’s get started.

1. Click ​New​ from the ​Adams Household Opportunities​ card

2. Create an Opportunity name: ​Scott Adam’s Retirement Plan
3. Enter any date in the ​Close Date​ and select ​Discovery​ in ​Stage​ field

4. Click ​Save ​and review the Relationship Map in ARC to ensure that Scott’s opportunity is
displayed in the Opportunity Card sections.

Way to go! You did a lot without leaving the page. Let’s recap what you did:
● You created a new Business Account and Contact for Rachel’s new Accountant
● You created a Reciprocal Role (Accountant/Client inverse Role) for Rachel and Steve Smith
● You mapped Rachel’s new Accountant to her relationship card
● You created a new Opportunity for Scott Adams’ Retirement Plan

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Section 8.7. Compliant Data Sharing

Compliant Data Sharing: Advanced Data Sharing Configuration to Improve Compliance

Financial services firms want to follow privacy regulations and company data sharing policies when
sharing client or deal data that contains confidential or material nonpublic information. Such data
should only be accessible by users who need it based on their role regarding a specific client or
deal.

Compliant Data Sharing features make it easier to control who can access specific records.​ CDS
works seamlessly with existing Salesforce data sharing features. It provides extra access
rules, but otherwise does not override sharing behavior from existing features.

To implement CDS clone the Financial Services Cloud Extension permission set.

Add the user permissions Configure Compliant Data Sharing and Use Compliant Data Sharing to
the cloned permission set. Assign the permission set to users or user profiles that require access to
Compliant Data Sharing.

To ​enable CDS features for specific Objects​, go to Compliant Data Sharing > Object Enablement
Settings in Setup. Select the objects that would benefit from enhanced data sharing rules. As of the
Winter ’21 release, ​CDS can be applied to Account and Opportunity​ objects.

Also in Setup, define Participant Roles for each object. A Participant Role defines the access level
for any user assigned to that role for a specific record. For example, a Senior Banker role can get
full Read/Write access to an opportunity record, while an Associate role gets Read Only access.

Add the Account Participant related list to account page layouts, and the Opportunity Participant
related list to opportunity page layouts. Manage sharing assignments in the participant related list
for each object. For example, the Account Participant related list lets users assign people to roles
for a specific account record. When a user is assigned to a role, they get record access based on
the role’s default access level.

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Section 8.8. Considerations and Limitations for ARC

There’s no limit to the number of relationship columns you can display in ARC.

ARC isn’t certified to work with Salesforce Mobile.

Record cards only show the first two fields that appear on the associated record’s compact layout.

● ARC cards show actions based on available actions in the record page layout.
● Custom actions can be added to record previews, but not to record cards.
● The ARC - Financial Services Cloud component isn’t available in Salesforce Communities.
● The ARC - Financial Services Cloud component isn’t extensible to packages.

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