AgentOne Release Notes

AgentOne October 2020 Release Notes

UAT Release: October 14, 2020 ~noon ET
Production Release: October 23, 2020  ~10:00pm ET
version 22.x

The contents of the release notes are directed to orgs that are being upgraded directly from the immediate previous release of AgentOne to this new release of AgentOne.  For more details or for complete information for a new implementation, refer to the AgentOne Implementation Guide.

Features

Copy for Relative Insurance Tool for Financial Services Cloud Household Members and Relations
​​​​​​Description:

As an insurance agent, I want to be efficent when selling to someone who is related to an existing customer, so that I can maximize my productivity and provide a good experience for my customers.
As an agent user using the Salesforce Financial Services Cloud, I want to add a new Insurance Case for the related person from an existing Insurance Case or Opportunity, so that I don’t need to ask all of the questions and re-configure the case to match the first one when selling to a related person of my client.

The current Copy Case capability is only available to copy cases for the same insured. That feature cannot be used to copy cases for a different insured, due to the customer-centric nature of AgentOne and Salesforce. Client details would sync back to the wrong client record.

Salesforce Financial Services Cloud has an inherent business-to-consumer business model, which includes both Households and Relations of Person Accounts. ​

Solution:

This feature is available for Financial Services Cloud customers who are leveraging FSC Relations or Households only. The AgentOne product now includes an updated AgentOne – Insurance Tools Lightning Web Component, with a Copy for Relative button that is available for Opportunity or Insurance Case record home pages. There are multiple ways to expose this functionality as shown below.

What contacts are shown in the list?
The contacts that will show up for this feature are configured by the settings in AgentOne’s custom metadata named Rules for Copy Case for Relative.
It will only search for records of type Person Account.
Review the following configurations in your org and use it to decide what type of relatives you would like to make visible when Copy for Relative is clicked.
  • Financial Service Cloud Group Types
  • Household Member Roles
  • Relationship Roles

Criteria for which relatives to show are described as follows:

  • Search groups that are configured in Add for Related Group Types.  ​The default and most common group in FSC is Household​.  The group name should match exactly one of the entries in the FSC Custom Metadata Type – Group Record Type Mapper (FinServ__GroupRecordTypeMapper__mdt).
  • Search contacts with roles that are configured in Group Roles for Copy for Relative.  e.g. Spouse, Child, Dependent
  • Search contacts with roles that are configured in Relationship Roles for Copy for Relative. ​ e.g. Best Friend, Partner
​This workflow details the following important information based on the Sharing and Permissions settings in the Org:
  • Based on On Behalf Of (OBO) settings, it will determine which relatives should be selectable for copy.  (INTERNAL ONLY – LLD I plan to follow-up with Linna about this.  OBO is related to iGO but this feature is not.)
  • Based on whether Opp Integration is On and Account sharing model, it will determine the who owns the newly created Insurance Case.
  • The logged in user always owns the new Opportunity.
For example,: if the configuration is the below,
  • Household: dependent, spouse, domestic partner [red boxes below]
  • Relationship Roles: Spouse [green boxes below]
then we should pull the following contacts associated households and relationships.

What gets copied to new Insurance Case?

  • The new Insurance Case will have a status of New.
  • If the phase of the Insurance Case being copied is after Application phase, the new case will be set to No Phase, otherwise it matches the original Insurance Case.
  • Participants – copy all unless if it is the same as the new primary insured.
  • The following related objects are copied: Agents, Coverages, Insurance Case Participants
  • The following related objects are NOT copied: Alerts, Requirements, Illustrations, Insureds, Case Carrier Notes, Open Activities, Activity History, Notes & Attachments
  • The following is the field Copy Logic
  • Fields to be Copied that deriv​​ed from Prefill settings to iGO:
    • Coverage Amount (CoverageAmount__c)
    • Benefit Amount (Disability_BenefitAmount__c)
    • Benefit Mode (Disability_BenefitMode__c)
    • Benefit Period (Disability_Benefit_Period_Acc__c)
    • Death Benefit Amount (DeathBenefitAmount__c)
    • Elimination Period (Disability_Elimination_Period_Acc__c)

​​​​​Risk Analysis: Medium

Affects which Fea​tures / Functionality:  Opportunity Integration, Insurance Cases, Insurance Tools Lightning Components

Availability: Optional, only for FSC customers leveraging Households or Relations.  If Opportunity Integration is enabled, it is only available on Opportunity.
If Opportunity Integration is disabled, it is only available on Insurance Case. ​

Implementation Steps

Permissions
Your Agent Users needs to be granted permissions via profiles or permission sets to create/edit participants and/or coverages if your org is configured and expected to have participants and/or coverages.  If the agent is missing the permissions and the Insurance Case/Opportunity have child records, the Copy will fail.

Configuring the Button/Action on Record Home Page
There are three ways to add the button (the numbers here matches the numbers in the image above)
1. To add it as a button in AgentOne insurance Tool

  • Edit the Insurance Case or Opportunity Record Home page
  • Edit AgentOne Insurance Tool Lightning Component,
  • Enable R: Copy for Relative.

2. To add it as a stand-alone button:

  • Edit the Insurance Case or Opportunity Record Home page
  • Drag the Lightning component anywhere on the page AgentOne – Copy for Relative (FSC Only)​.

3. To ​​​create as a ‘Lightning Action’:

Navigate to Setup –> Object Manager

  • Search and open Insurance Case or Opportunity object
  • Click on Buttons, Links, and Actions
  • Click New Action and enter the below.
    • Action Type = Lightning Component
    • ​Lightning Component = CopyRelatedAction
    • Label = Copy for Relative (or any custom label you’d like)
    • Name = <leave system generated name as is>
  • ​Edit the page layout and add the new lightning action to the ‘Salesforce Mobile and Lightning Experience Actions’

If you would like to prefill the values from child objects such as participants, coverages, etc., it is a prerequisite that
1. Your Agent Users has permissions to create/edit participants and
2. The prefill settings must be setup in AgentOne Admin App.

To configure which relatives will appear, refer to sub-section Copy Case for Relative in the Insurance Tools Configuration​ section of the AgentOne Implementation Guide.

How To Test

From Insurance Case or Opportunity:

  1. ​Add the desired Lightning Component or Lightning Action per the Implementation Steps above.
  2. Create a new record where the component is leveraged (Insurance Case, Opp, etc.).
  3. Start an iGO case, complete the e-App with owners, payors, beneficiaries, etc.
  4. Lock the case and trigger a sync back to AgentOne.
  5. Ensure that the primary insured has at least one FSC Relation or Household.
  6. Open the insurance case record from step 2 and click the Copy for Relative button.
  7. Select one of the related household or Relations as the primary insured of the added case.
  8. Click OK to proceed, then wait for the success toast message (for the new Opp or IC).
  9. Confirm that the insurance case related to the new record is in a new status and that most non-personal fields are copied form the original insurance case to it.
  10. Start iGO from the new record.
  11. Confirm that the selected primary insured is attached to the case and that the personal information about that new primary insured are pre-filled into the iGO case.

 

Enhancements

AgentOne Permission Set Group
​​​​​​Description:

Managing updates to AgentOne permission sets was very manual if the subscriber org was using a cloned version of the packaged AgentOne Agent permission set.

​​​​​​Solution:

Permission Set Groups becaume generally available in Salesforce Summer ’20. Users assigned a permission set group receive the combined permissions of all the permission sets in the group.

You can read more about it here from Salesforce help – https://help.salesforce.com/articleView?id=perm_set_groups.htm&type=5.

The new AgentOne Agent Permission Set Group contains the AgentOne Agent Permission Set.

The intention of use for this permission set is to allow administrators to assign the permission set group to their agent users rather than assigning permission sets one at a time.

The benefits of using Permission Set Groups instead of Permission Sets:*

  • any additional changes from AgentOne package will automatically be applied on update to the AgentOne Agent permission set which is inherently assigned if they are assigned the Permission Set Group.
  • Admininstrators can modify the permissions to add permissions by creating a new permission set and adding it to the AgentOne Agent Permission Set Group.
  • Admininstrators can modify the permissions to remove permissions by creating a muting permission set and adding it to the AgentOne Agent Permission Set Group.​

For contrast and comparison, the previous way of doing this was to clone the AgentOne Agent permission set and to make the desired modifications. The issue with this approach was that orgs using a cloned permission set were not able to get any updates from AgentOne upgrades automatically. They would manually need to apply the updates to the cloned permission set with each AgentOne release, which are targeted for a monthly cadence at this time.

​*Note: administrators can choose to create their own Permission Set Group and achieve the same benefits.

Risk Analysis: Low

Affects which Fea​tures / Functionality:  Administration & Security

Availability: Optional

​​

Implementation Steps
  1. In Setup –> Search Permission Set Group
  2. Click on AgentOne Agent Permission Set Group.
  3. Click on Permission Sets in Group
  4. Add all the permission sets that the agent needs.  Make a note of this list.
  5. Click Manage Assignments and assign to your agents.
  6. Optional for cleanup: Unassign all the individual permission sets that have been added to the permission set group from the agent users.
How To Test
  1. Assign the AgentOne Agent Permission Set Group created in implementation steps to Agent users.
  2. Confirm all AgentOne functionality works as expected.
Improve Performance of iGO Case Start or Open

​​​​Description:

Launching iGO from AgentOne needs to be optimized for better performance.

Solution:

Move all the backend logic into one apex method, rather than making multiple sequential apex calls. This will address the performance issues in the AgentOne Salesforce portion of the single sign-on, and there are other requested improvements to other portions of the process.  Testing in QA shows a minor performance improvement.

​​​​​Risk Analysis: Low

Affects which Fea​tures / Functionality:  IGO Integration, Illustration Integration

Availability: Automatic

Implementation Steps

N/A

How To Test
  1. Log in as an agent that has sharing access to an Opp or Insurance Case owned by another agent.
  2. Launch iGO and update the iGO e-App.
  3. The iGO Case Last Updated By field on the Insurance Case should reflect the IGO user that last updated the iGO e-App.

 

 

 

 

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