Infosys and Salesforce accelerate enterprises in their journey to be a cloud-based customer centric organization. We deliver engaging customer experiences, drive smarter business decisions and co-create new business opportunities.

August 9, 2019

Delete Files Generic Lightning Component for All sObjects

ü  When to use?

Scenario 1: There are two users called Reviewer and SalesRep. SalesRep created a contract and uploaded a supporting file. Now the Reviewer was reviewing the contract and he/she finds the relevant uploaded file by SalesRep is not a valid file. Hence, he/she wanted to delete that file but he/she is not able to do that because he is not a Admin user and also Not the owner of the file because of lighting limitation.

Scenario 2: There is one single file called City Map which was linked to both Account and Contracts. The account city got changed. Hence a new city map uploaded and linked to both Account and Contracts. Now, the old city map supposed to be deleted by the end user to avoid confusion but he/she is not the owner of the file and not able to delete it. He/She first delink the file from the Account record and then from the Contract record but still the unused old city map file is in system and killing the file storage. That mean when it is last delink the customer wants to remove the file from the system to save file storage space.

ü  Where to use?

Any sObject record detail page like Account, Contact, Custom Object page as a Lightning Action button where file delete functionality by non admin user is required.

ü  How to use?

1. Create the Lightning component in your developer console as per the source code attached.

blog.PNG

2. Create the lightning action for the Objects you want to use it.

blog2.PNG

3. Add it to the page layout for the Objects you want to use it.

blog3.PNG

4. Demo Output Screen

blog4.PNGClone the source code of DeleteFiles lightning component code. You can extend the code or customize it as per your requirement. 

July 29, 2019

Salesforce Event Driven Architecture

Salesforce Event Driven Architecture is the new way of implementing business logic by leveraging High Volume Platform Event. The Event Driven Architecture is also called as a publisher/subscriber model where the publishers and the subscribers are not known to each other and can co-exist independently. Here Event is the core of the communication and the data an event can carry with it is called a message.

Publishers are responsible for generating or publishing the events. Whereas the subscribers who are interested in particular events need to subscribe to the corresponding channels to get the event notification probably in near real time. Underneath this publisher/subscriber model is a push notification framework where the subscriber doesn't need to check for the notification or doesn't need to query for the event bus in certain intervals.

The communication between the publisher and the subscriber established through a subscription channel. That means each entity are fully independent of joining or leaving the subscription channel. Because of the loosely coupling nature it's also easier for the developer to develop each component independently.


temp2.jpg

When a publisher publishes an event it went to the Event Bus and available for subscription through a subscription channel and can pass on to the subscribers who already subscribe to the corresponding channel.  

The "High Volume Platform Event" which is the core of the Salesforce Event Driven Architecture can be publish or subscribe either programmatic (Trigger) or declarative (Process Builder). For external integration the Platform Event can be published just by creating a record in Salesforce Platform Event object using either SOAP/REST API. Even though Salesforce is having out of the box solution to subscribe platform event but for external application like Java need to have a streaming API Bayeux - CometD protocol setup. 


July 20, 2019

Game Changers - How to adapt to the Key disruptors of the status quo in the Retail Energy market?

Digital Revolution in the Energy & Utilities sector has always been viewed as a threat to their current business model. Bringing the digital revolution to the power industry has quite a few hurdles such as alternative energy sources, market regulations, and constant cost pressure. Many utilities see the digital revolution as a threat to their business model, but massive opportunities await those able to transform themselves ahead of the curve. But, today, it is time to re-think the strategy and understand the need to innovate faster to cope with the consumerization this industry is going through. 

What are the key trends driving this industry?

Demand Surge and Alternate Energy sources: Soaring demand in emerging markets and the quest for new energy sources have created ripples the complex network of stakeholders governing the energy sector. Industry revolution in the 19th century relied only on coal, but in today's economy, the abundant choices raise new dilemmas in pricing and choices of fuel. In the last 2 decades, there are more energy sources identified and added for fuel the demand of the domestic market - including solar, wind, nuclear and tidal energy. Though the traditional fossil fuels and hydroelectric renewable energy sources will still be part of the mix, the growing concerns on pollution, environment changes and cost reduction will make renewable energy more competitive and increase the demand.

The emergence of Retail Energy Providers: While regulatory constructs vary, utilities around the world are generally being disrupted by government policy, economics, changing customer habits and expectations, and of course, by technology. The latter in particular is upending business as usual by lowering competitive barriers to entry. Especially within the wider expanses of deregulated markets, many new entrants are using digitization and disruptive technologies to challenge established business models. As a result, a whole new breed of companies have emerged that more closely resembles an online consumer retailer rather than a traditional retail power provider

Ecosystem Convergence - In today's market, there are alternative energy sources, nationalized power grids, smart cities and other key programs that require ecosystem convergence. However, because there is no single ecosystem right now, platforms and configurations have yet to be standardized. Thus, offering integrated solutions to customers generally comes at a high cost.

What is the impact on the customer experience?

Until recently, the retail power sector had been relatively insulated from consumer pressure to innovate faster and had not been directly affected by exponential technology shifts. Thus, it is generally less mature in its innovation capabilities than industries that felt the brunt of these forces earlier, such as automotive, retail, financial services, and technology, media, and telecommunications. Though every organization is different, many retail power companies still think of innovation in terms of updated software and systems, meaning many are focused on improving administrative efficiency and enhancing the customer experience, often by adding mobility and other digital capabilities.

The following are the key expectation and innovation in the customer experience in the retail energy world
    • Human-centric design: Call center agents are constantly supporting customers who need help with their usage, new products, billing and other value-added services such as green energy and help required to save energy. The domestic market has become a key growth area where the supporting retail energy companies should have simplified human-centric applications which help the call center agents get a customer 360 along with the contextual and proactive insights of the customer's usage pattern.
    • Omnichannel engagement and commerce - The cornerstone of consumerization is self-service and omnichannel communication, customers today would want to communicate through a smart app, an intuitive website, social channels or all the above. The solution's design should not only be mobile-first but should be omnichannel supporting E2E commerce
    • Product management and Order Management - The retail energy product base has expanded over the last decade, which has given birth to the need for guided selling for cross / upselling services to the end customer

How can we leverage Smart Enterprise platforms like Vlocity to build comprehensive Cx solutions?

Vlocity provides a verticalized CRM solution on the Salesforce.com platform for Utility and Energy Retailer companies. I found the following key features from the platform very useful to build effective Cx solutions in this space.

    • Energy Console - Vlocity provides a human-centric console that provides a 360-degree view of the customer records and related insights and contextual information. This helps the customer support agent to get a complete history of the customer and also helps them to a guided process
    
    • Process Library - There are several enhancements in the Vlocity Energy Process Library with key processes such as Transfer service, management of Outages, management payment plan and Master Data Sync
    
    • Back-office Integration - As an architect, I feel this is one key area which we need to consider. Vlocity has a native integration blueprint for CIS Utility billing which is key to get the contextual information on the customer's usage and billing
    
    • Vlocity Assistant - This is yet another useful Cx enhancement which gives a good guided selling framework which is essential for Retail Energy providers to upsell/cross-sell products and services to the end customers.

Apart from these, there are quite a few functionalities of the platform such as customized data model, product catalog and a comprehensive contract management module tailored for this industry. 

Conclusion

It is estimated, by 2050, electric power, which would be generated primarily by low-carbon energy sources such as tidal, nuclear, wind and solar and may account for a quarter of global energy demand. A rapidly evolving retail power market is forcing companies to either disrupt or be disrupted to achieve the right customer experience. A holistic approach to customer experience would help Retail Energy providers to keep up with the consumer demands and cope with the disruptors that require a deliberate and systematic innovation to their Cx applications. This includes leveraging new platforms such as Vlocity Energy & Utilities, as well as digital enablers such as smart meters, blockchain, and Next Best action through AI platforms like Salesforce Einstein. By innovating across the enterprise with the help of new technologies,  companies can lessen the probabilities of being blindsided while improving the odds of finding new ways to improve the customer experience in both B2B and B2B space.

References and Further Reading:

Vlocity Energy & Utilities Product Release Updates, July 2019
https://www.mckinsey.com/industries/electric-power-and-natural-gas/our-insights/the-digital-utility-new-opportunities-and-challenges

November 20, 2018

Unleashing the power of Enterprise IoT-Safety, Health, Environment and Quality platform

At the advent Internet of Things was as simple as a toaster created by John Romkey which could be controlled over the Internet. Today, Internet of things is at a place where 127 new devices connect to the Internet every second. As IoT expands, so does its role to fit into diversified scenarios/ sectors.

Reports by McKinsey state that the Internet of things offer a potential economic impact of $4 trillion to $11 trillion a year in 2025.

                                     Source: McKinsey Global Institute analysis

With the above mentioned potential impact Enterprise Safety, Health, Environment and Quality has a wide scope to be covered. International Labour Organization reports that every 15 seconds, 151 workers have work related accidents. Each year 321000 people die each year from occupational accidents. This gives an opportunity to unleash the power of IoT -creating a connected network which keeps the worker safe. Now, we have a worker who is better connected, more aware of and sensed by the environment thus is inherently safer. 


How do we ensure safety?

If I ask myself what is 'safety' for me at work-

Do I understand my surrounding and associated risks?  

 Will there be something that will warn me in situations of danger?

·       Will I be guided and provided necessary support to deal with Hazard situation?

·       Am I fit for doing the kind of work I am supposed to?

How will these questions be answered? Is it within human reach to answer these questions? This gives us an opportunity to unleash the power of IoT -creating a connected network which keeps the worker safe. Now, we have a worker who is better connected, more aware of and sensed by the environment thus is inherently safer. 

 

How does it work

Wearable and embedded sensors make it possible to constantly monitor worker to ensure safety and prevent injury. Devices help to tackle risk of fall, overexertion, claustrophobia, vertigo and other health conditions. The wearable devices tap into Internet of Things for gathering, integrating and analysing sensor data. This information when coupled with innovative cognitive capabilities along with the surrounding data will lead a long way to effectively manage health, wellness and safety to completely transform the way one lives or work.

 

Spotting the right fit

We have n number of sensors that can be connected but what next? Let us consider a scenario of a manufacturing plant with controlled environmental conditions, a simple temperature/humidity sensor when combine with IoT can do wonders here. A worker's skin body temperature can be monitored along with heart rate and galvanic skin response this wearable data can then be correlated with data from ambient temperature/humidity sensor and a feedback can be generated which can trigger intervention when required. This efficient feedback loop can accumulate huge volume of that which further can be analysed to establish trends. This cognitive feedback loop creates increased awareness of heat stress and exertion injuries thereby providing a solid foundation to increased worker safety.  

 

Conclusion

There is plethora of problems to be solved at enterprise level when it comes to individual's health and safety at work. IoT provides a strong playground to build a futuristic platform to combat occupational safety issues. One just needs to follow the right approach and technology to get the devices connected over the internet of things to do wonders and create a safer ecosystem to work in.

 

November 15, 2018

De-mystifying Metadata to design a secure Salesforce Org


Continue reading "De-mystifying Metadata to design a secure Salesforce Org " »

Subscribe to this blog's feed

Follow us on

Blogger Profiles

Infosys on Twitter


Categories