June 11, 2023

What Is OmniScript and how to use it in Salesforce

Explore the ins and outs of OmniScript, how it simplifies complex tasks, enhances productivity, and optimizes workflows in Salesforce.

I. Introduction

Customers complete tasks that are difficult from a backend perspective in every business. Consider, for instance, if a client wishes to:

  • access and modify the contact details they have in Salesforce;
  • look up their service plan from a legacy database;
  • view their bill, which is kept in a billing system, and choose a preferred method of payment.

How can clients complete these things quickly and simply without having to deal with a lot of intricate backend coding? The answer lies in the use of OmniScript.

At its core, OmniScript is a declarative tool built on the Salesforce platform that helps create complex, multi-step journeys, adapted to changing customer needs and preferences. Marketers and customer service teams can easily create and manage scripts that span email, SMS, voice, and chat channels, with the ability to personalize content based on customer attributes, behaviors, and intent. Users can drag and drop message components onto a timeline, and set conditions and triggers to determine the time of sending.

OmniScripts have lots of merits, such as the ability to

  • integrate with the CRM and marketing automation platform delivering a full-featured environment to track customer behaviors across multiple touchpoints and provide real-time insights into their preferences;
  • eliminate the need for coding, thus reducing the potential for errors and bugs that can arise when working with complex code;
  • create custom elements particularly valuable in complex or highly regulated industries, where workflows may need to comply with strict guidelines and regulations.

OmniScript delivers an innovative way of building responsive UI elements that entirely rely on a script-based system. A wide range of pre-built components combined help create complex and sophisticated content with ease. Whether it's a mobile phone, tablet, or desktop computer, it remains consistent, fluid, and visually appealing.

II. Understanding Omniscript

Several major system components comprise a unified system and help streamline complex business processes in a lightning-fast manner. Let’s delve into their roles and functionalities.

  1. Script. The script is the essence of the OmniScript system combining all the necessary information and logic for the creation of customized process flow. The script acts as the control center guiding users through the steps needed to complete a business process. Salesforce has made it easier to create and modify scripts via drag-and-drop functions, which let users focus on creating powerful scripts that deliver value to the business.
  2. Steps. Steps are the different stages or actions within the OmniScript process. They are the building blocks of a business process and define the specific user interactions that are required to move from one step to another. Depending on the design of the script, steps can range from simple data collection forms to complex multi-stage user interfaces. The logic of a step can be customized based on a series of rules used to determine which one will be next. Steps can be easily added, modified, and deleted to fine-tune the flow.
  3. Elements. Elements are the building blocks of a step. They help create a seamless user experience and can range from simple text fields to complex UI components. They include input fields, picklists, images, and buttons, among others. Elements can be customized by adjusting the field type, size, and visibility. Salesforce provides a wide range of pre-built elements, with the option to create custom elements as well.

Omniscript brings together the capabilities of Salesforce Lightning and other Salesforce tools to offer a comprehensive, all-in-one solution that is easy to manage, customize, and deploy. Businesses can work more efficiently, minimize the risk of human error, and provide a better customer experience overall. They can add custom CSS, JavaScript, and other assets to their custom forms so that they look and feel like a natural extension of their website or application.

Salesforce OmniScript features

  • Drag-and-drop interface to easily build out complex workflows and processes.
  • Customizable templates to quickly and easily create custom workflows without requiring extensive programming or development skills.
  • Multi-step processes that guide users through complex workflows and tasks, ensuring that all necessary steps are completed in the correct order.
  • Conditional logic creates custom rules and conditions that determine how a workflow or process should proceed based on user input or other variables.
  • Real-time updates and notifications ensure that users are always aware of the status of their workflows and processes.
  • Reports and analytics enable businesses to track the performance of their workflows and processes, identify any bottlenecks or areas for improvement, and make data-driven decisions.

III. Benefits of Using OmniScript in Salesforce

The tool offers immense benefits that cannot be ignored. One of the primary benefits of using OmniScripts in Salesforce is to enhance the user interface. With OmniScripts, Sales reps can now access critical information through custom pages and user-friendly forms, making the entire process smoother and more efficient. These forms are easy to navigate and provide users with a seamless experience, which translates to a lower risk of error when entering sales data.

The primary aim of OmniScript is to enhance user experience, and the approach definitely pays off. By centralizing complex business processes into a single interface, sales reps can access all the information they need to make informed decisions quickly. This results in better user engagement and a substantial reduction in errors, time spent on data entry, and the overall sales cycle.

OmniScripts streamline the development processes by eliminating the need for complex coding. This speeds up the process of developing and deploying complex business processes as well as reduces the cost of development. With a drag-and-drop interface, it is easy to create engaging, responsive pages and custom forms that meet the needs of sales teams.

IV. How to Create OmniScripts in Salesforce

Follow these step-by-step instructions to create a basic OmniScript:

Step 1:

Open OmniStudio Console App. Click on the dropdown menu to select “OmniScripts” from the list of options.

Step 2:

Once in the OmniScripts area, select the "New" button in the upper-right corner of the screen. You will then be prompted to design a new OmniScript.

Step 3:

Give your new OmniScript a name that appropriately conveys its intended use.

Step 4:

Define the Language, Type, and SubType to provide your OmniScript with a unique identity.

These fields will also help you categorize and organize your OmniScripts. Set the following fields accordingly:

  • Language: This will determine the language your OmniScript will be written in. Choose “English” unless you want to create an OmniScript in a different language.
  • Type: Choose a type that best describes the purpose of your OmniScript. You can choose from a variety of options such as “create”, “update”, “search”, or “delete”.
  • SubType: This field will further specify the purpose of your OmniScript. For example, if you chose “update” as your Type, you could choose “accountDetails” as your SubType.

Step 5:

Once you've filled out all the required fields, click on the “Save” button to create your new OmniScript.

Step 6:

In the Build Panel, use the drag-and-drop builder located within the OmniStudio console app. Select the sections you want to include, such as forms, fields, and interactions. You can customize them to meet your specific needs by adding logic and validation.

Step 7:

Test thoroughly before publishing. You can do this by running simulation tests within the OmniStudio console app. When you're ready, click on the “Publish” button to make your OmniScript available to your users.

Adding Fields to OmniScript

Adding fields to OmniScript in Salesforce helps collect and store user data in a structured format for various business operations. Here are the step-by-step instructions on adding fields:

  • Begin by expanding the INPUTS section in the side panel of the OmniScript builder. It contains all the different types of input elements you can use to collect data from users.
  • Find the Text element and drag it onto the desired step in the canvas.
  • Alter the default values to match the field you want to capture data for. You can do this in the Properties Panel for the Text element. While the Name field must remain unique throughout the whole OmniScript, the field label may be set to any value.
  • Repeat the steps above to add additional fields to your OmniScript, such as a Phone element. You can drag and drop other input elements, such as Number or Date, depending on the type of data you want to collect.

Drag a Select element in the Build Panel. element to your form. This element allows you to pull select values from any selected field on an SObject. Set the Name and Field Label to match the name of the field you are creating, and configure the Option Source and Source settings to specify the object and field you want to use.

V. Integrating OmniScript into Salesforce

Integration Procedures and migrated OmniScripts don't require separate activation. The target org automatically activates OmniScripts and Integration Procedures that were migrated using IDX Workbench. Salesforce administrators can move things across orgs and Git repositories using IDX Workbench. This is what Chrome does by default. You have to set up this activation if you use a browser other than Chrome.

OmniScript's compatibility with the Salesforce Professional edition is particularly noteworthy. It includes the ability to create custom actions, execute user-defined workflows, and integrate with third-party applications through API integration. The Enterprise edition provides more customization options than the Professional edition, and OmniScript can help expedite processes for users, reducing manual workload. OmniScript is fully compatible with the Unlimited edition, enabling businesses with particularly demanding or complex operations to take advantage of all of the powerful capabilities of both OmniScript and Salesforce. The edition allows for advanced customization options and can handle high volumes of data and complex workflows, making it an ideal choice for larger businesses with more specialized needs.

Integrated workflows are the backbone of business activities in an organization. The implementation of new solutions often calls for the integration of processes and systems to ensure optimal performance. OmniScript is a promising addition to any business looking to enhance their workflows. However, it also brings potential risks and challenges that need to be identified and addressed to achieve seamless integration.

  1. Businesses often have unique workflows and data management requirements, and OmniScript might not necessarily meet those requirements out of the box. Customizing the workflow to fit with the specific business needs can be a daunting task, especially for businesses without an experienced development team. To solve this issue, businesses can leverage the vast resources available in Salesforce's Trailhead community to learn about customizing solutions on the platform or employ the services of experienced Salesforce developers to streamline their processes.
  2. A company's data is vital to the success of its various workflows. The integration of OmniScript needs to ensure that data quality is maintained throughout the entire business ecosystem. Data mapping, data transformation, and data cleaning are some of the important considerations that need to be made to ensure the accuracy and consistency of data. To overcome this challenge, businesses can invest in testing scenarios to ensure that data integrity is maintained during the OmniScript integration process.
  3. Confidentiality and privacy of sensitive data must be maintained throughout the integration process. If not taken care of adequately, this could lead to data breaches, resulting in significant losses. Strong password management, role-based access control, and encryption are some of the measures that businesses can implement to strengthen their security posture.
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