UAT Release: October 14, 2020 ~noon ET
Production Release: October 23, 2020 ~10:00pm ET
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.
Copy for Relative Insurance Tool for Financial Services Cloud Household Members and Relations
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.
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.
- 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
- 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.
- Household: dependent, spouse, domestic partner [red boxes below]
- Relationship Roles: Spouse [green boxes below]
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 derived 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
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.
AgentOne Permission Set Group
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.
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 Features / Functionality: Administration & Security
Improve Performance of iGO Case Start or Open
Launching iGO from AgentOne needs to be optimized for better performance.
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