Deep Dive: MuleSoft Direct for Financial Services Cloud

Aridam Kumar (00:04):
There's no question that integration is at the center of building your Customer 360. Our customers interact with us through a variety of channels. In person, web and mobile, social media, and even email. And despite all these disjointed touchpoints, customers expect a consistent experience and they expect us to be up to date on their latest needs.

(00:29):
At Salesforce, we recognize the urgency around integration and that's why we've built a new connectivity solution called MuleSoft Direct for Industry Clouds.

(00:37):
MuleSoft Direct includes packaged integrations for your industry's top use cases so that everyone can connect Salesforce to critical industry systems in an easier and more standardized way. These integrations are easier to implement where Salesforce administrators can log into their Salesforce account and enable and deploy integrations directly inside Salesforce.

(00:59):
Developers can then customize those on the backend. This helps accelerate time-to-value with pre-built integrations that already adhere to industry specific standards, and they are compatible with Salesforce's data model. This means that your organization can now start smaller and faster.

(01:16):
You don't need to implement a whole new integration strategy all at once. You can start with a few key integrations and then build on our foundation, reuse APIs, and unlock capabilities as your organization evolves.

(01:28):
Let's take a closer look at an example for the Financial Services Cloud. First, we need to understand what that integration actually results in. What is the benefit to the customer and the business?

Sonia Ishida (01:39):
Let me start by telling you a story about Julia's experience banking with Cumulus Bank, a fictional financial services institution. We'll talk about the tools and capabilities that are driving this amazing experience. Julia is calling Cumulus Bank customer service since she just saw an overdraft charge on her bank account statement and she knows she has overdraft protection.

(02:01):
Andy, a customer service agent, is picking up the call. Andy can immediately pull up Julia's profile information on his Retail Banking Console in the bank's Financial Services Cloud instance. Here he can see Julia's details, recent activity, account balance, and transaction history all from one screen.

(02:21):
Andy understands that Julia was charged an overdraft fee of $15, even though she shouldn't have been. So he offers to reverse that fee for Julia. On the top of the page, Andy can use the Action Launcher to quickly start the process. The Action Launcher streamlines this task for Andy by presenting only the relevant processes based on the context of the call, enabling him to resolve the customer's issue faster.

(02:45):
Andy picks the fee reversal option and selects Julia's checking account. Here Andy can select the type of fee, in this case, overdraft fee, and see a list of all fees that were charged to Julia's account. The list is retrieved directly from Cumulus Bank's core banking system, Thought Machine, in real time. Andy selects the overdraft fee of $15 and clicks to reverse it.

(03:12):
This creates a case for auditing purposes. Andy then switches over to that case, and here he can execute the fee reversal action itself directly from the Work Guide widget. This triggers an automatic update to the core banking system, in this case, Thought Machine, and we can see the instructions posted here. As simple as that, the fee was reversed. We can see Julia's account was credited $15 in the core banking system and the case is closed. Julia could not be happier.

(03:44):
Now let's see how to make this story a reality Ari is a Salesforce administrator at Cumulus Bank. He can easily initiate those integrations we just saw to get the transactions and credit the account by connecting to MuleSoft Anypoint Platform with a few simple clicks.

(04:04):
From Setup, Ari can connect between Salesforce and Anypoint Platform orgs by entering his username and password to his Anypoint Platform instance. We do all the heavy lifting in the background by creating the connected apps, name credentials, and anything else needed to set it up. Once connected, we also query the public Anypoint Exchange and show Ari the integrations that are relevant to his industry, in this case, financial services. Ari can enable the app and after he enables the integration app for financial services, we can automatically download all required assets and deploy the integration app to the instance of Anypoint Runtime.

(04:48):
You should note at this time, the deployed app is only a reference implementation and is not fully connected to any core banking system. We do offer several connectors in Anypoint Exchange, such as the recently added Thought Machine connector. We'll show you how to customize this in just a second.

(05:08):
Now that the integration app is deployed in Financial Services Cloud, the entire end-to-end fee reversal flow is connected. This experience you just saw in the Service console is built using OmniStudio and Flow Orchestration. And as you can see here, to get the transactions from the core banking system, we're using an integration procedure that is eventually calling the MuleSoft API we just deployed.

Aridam Kumar (00:04):
There's no question that integration is at the center of building your Customer 360. Our customers interact with us through a variety of channels. In person, web and mobile, social media, and even email. And despite all these disjointed touchpoints, customers expect a consistent experience and they expect us to be up to date on their latest needs.

(00:29):
At Salesforce, we recognize the urgency around integration and that's why we've built a new connectivity solution called MuleSoft Direct for Industry Clouds.

(00:37):
MuleSoft Direct includes packaged integrations for your industry's top use cases so that everyone can connect Salesforce to critical industry systems in an easier and more standardized way. These integrations are easier to implement where Salesforce administrators can log into their Salesforce account and enable and deploy integrations directly inside Salesforce.

(00:59):
Developers can then customize those on the backend. This helps accelerate time-to-value with pre-built integrations that already adhere to industry specific standards, and they are compatible with Salesforce's data model. This means that your organization can now start smaller and faster.

(01:16):
You don't need to implement a whole new integration strategy all at once. You can start with a few key integrations and then build on our foundation, reuse APIs, and unlock capabilities as your organization evolves.

(01:28):
Let's take a closer look at an example for the Financial Services Cloud. First, we need to understand what that integration actually results in. What is the benefit to the customer and the business?

Sonia Ishida (01:39):
Let me start by telling you a story about Julia's experience banking with Cumulus Bank, a fictional financial services institution. We'll talk about the tools and capabilities that are driving this amazing experience. Julia is calling Cumulus Bank customer service since she just saw an overdraft charge on her bank account statement and she knows she has overdraft protection.

(02:01):
Andy, a customer service agent, is picking up the call. Andy can immediately pull up Julia's profile information on his Retail Banking Console in the bank's Financial Services Cloud instance. Here he can see Julia's details, recent activity, account balance, and transaction history all from one screen.

(02:21):
Andy understands that Julia was charged an overdraft fee of $15, even though she shouldn't have been. So he offers to reverse that fee for Julia. On the top of the page, Andy can use the Action Launcher to quickly start the process. The Action Launcher streamlines this task for Andy by presenting only the relevant processes based on the context of the call, enabling him to resolve the customer's issue faster.

(02:45):
Andy picks the fee reversal option and selects Julia's checking account. Here Andy can select the type of fee, in this case, overdraft fee, and see a list of all fees that were charged to Julia's account. The list is retrieved directly from Cumulus Bank's core banking system, Thought Machine, in real time. Andy selects the overdraft fee of $15 and clicks to reverse it.

(03:12):
This creates a case for auditing purposes. Andy then switches over to that case, and here he can execute the fee reversal action itself directly from the Work Guide widget. This triggers an automatic update to the core banking system, in this case, Thought Machine, and we can see the instructions posted here. As simple as that, the fee was reversed. We can see Julia's account was credited $15 in the core banking system and the case is closed. Julia could not be happier.

(03:44):
Now let's see how to make this story a reality Ari is a Salesforce administrator at Cumulus Bank. He can easily initiate those integrations we just saw to get the transactions and credit the account by connecting to MuleSoft Anypoint Platform with a few simple clicks.

(04:04):
From Setup, Ari can connect between Salesforce and Anypoint Platform orgs by entering his username and password to his Anypoint Platform instance. We do all the heavy lifting in the background by creating the connected apps, name credentials, and anything else needed to set it up. Once connected, we also query the public Anypoint Exchange and show Ari the integrations that are relevant to his industry, in this case, financial services. Ari can enable the app and after he enables the integration app for financial services, we can automatically download all required assets and deploy the integration app to the instance of Anypoint Runtime.

(04:48):
You should note at this time, the deployed app is only a reference implementation and is not fully connected to any core banking system. We do offer several connectors in Anypoint Exchange, such as the recently added Thought Machine connector. We'll show you how to customize this in just a second.

(05:08):
Now that the integration app is deployed in Financial Services Cloud, the entire end-to-end fee reversal flow is connected. This experience you just saw in the Service console is built using OmniStudio and Flow Orchestration. And as you can see here, to get the transactions from the core banking system, we're using an integration procedure that is eventually calling the MuleSoft API we just deployed.

(05:34):
To implement the fee reversal action itself in the case record, we're using Flow Orchestration and Flow Builder, which is calling a MuleSoft action to attempt the fee reversal directly in the core banking system. All of this is pre-configured in your Salesforce org, but it can be customized to your specific needs.

(05:54):
Now let's take a look at how the MuleSoft integration app we just deployed can be customized to connect to your core banking system. At this point, we expect a MuleSoft developer to step in. So let's see how Jola, a seasoned MuleSoft developer at Cumulus Bank, is implementing this last mile of connectivity.

(06:14):
Jola goes into Anypoint Runtime and here she can download the deployed JAR file. She clicks to download the JAR file. And after that is downloaded, Jola can open it in Anypoint Studio. Here she can see that the design and structure of the fee reversal app is already in place.

(06:38):
To customize this integration and connect it to our core banking system, Thought Machine, Jola can then search for the Thought Machine connector and she can add it to her integration framework. You can see that she can select relevant operations. So for example, get transactions and post account credit.

(07:03):
Jola can add this operation to the existing workflow, and she can also do some additional data transformations and make other adjustments based on Cumulus Bank's specific implementation requirements. Then Jola can redeploy this app, which is already connected to FSC or Financial Services Cloud.

(07:24):
Now the fee reversal integration is fully implemented end-to-end, allowing service agents like Andy to fulfill customer requests directly in Financial Services Cloud and update Cumulus Bank's core banking system, Thought Machine, all in one place.

Aridam Kumar (07:40):
And just like that, with MuleSoft Direct, admins and developers can come together to deliver industry-leading connectivity and implement the Customer 360 faster. We give admins a centralized hub to initiate industry cloud connectivity with built-in data and system interoperability. Admins are able to connect outside information directly in Salesforce using packaged integrations that can be customized using MuleSoft on the backend.

(08:08):
Because every company has different systems and unique business logic, MuleSoft Direct makes it easy to start with a pre-packaged solution and customize as needed.