PersonService

Epic, User Stories, and Tasks

Epic: Person Search Management

• As a sales representative,
• I want to search for people by their email,
• So that I can quickly find and contact leads or contacts associated with a specific email address.

User Stories

User Story 1: Search by Email Address
- As a sales representative,
- I want to search for leads and contacts using an email address,
- So that I can access their information efficiently.

Acceptance Criteria:
- GIVEN an existing email address,
- WHEN I perform a search,
- THEN the system returns a list of matching leads and contacts with their relevant details.

• Checklist:
• [ ] The search query correctly identifies leads and contacts by email.
• [ ] The output includes fields: ID, First Name, Last Name, Company (if applicable), Email, and Phone.
• [ ] The search results are displayed in a user-friendly format.

User Story 2: Handle No Matches Found
- As a sales representative,
- I want to receive a notification when no results are found for my search,
- So that I understand that the email does not correspond to any leads or contacts.

Acceptance Criteria:
- GIVEN a non-existent email address,
- WHEN I perform a search,
- THEN a message is displayed indicating that no matches were found.

• Checklist:
• [ ] The system checks for results before displaying.
• [ ] An appropriate message is shown to inform the user.

Technical Tasks

Task 1: Implement Email Search Functionality
- Description: Develop the searchByEmail method within the PersonService class to query both Contacts and Leads using Salesforce's SOSL search.
- Completion Criteria:
- The method executes successfully and returns a list of Person objects. - The list accurately reflects email-based searches against both Contacts and Leads.

Task 2: Error Handling for Invalid Searches
- Description: Implement error handling within the searchByEmail method to manage scenarios where no matches are found or the email is invalid.
- Completion Criteria:
- The method returns an empty list if no matches exist or raises an appropriate message for the user.

Task 3: Create Unit Tests for Email Search
- Description: Write unit tests for the searchByEmail method to validate correct functionality and error handling scenarios.
- Completion Criteria:
- A test successfully verifies that the search returns correct results for existing emails. - A test validates that the search handles non-existent emails appropriately.
- All tests pass without any errors.

Functional Map

Domain 1: Data Model

Sub-function 1.1: Person Class

• Attributes:
• id
• firstName
• lastName
• company
• email
• phone
• sObjectType

Domain 2: Search Functionality

Sub-function 2.1: searchByEmail

• Input: email
• Output: List of Person objects
• Steps:
• Perform a search using the email across multiple objects (Contact and Lead).
• Create Person instances from the search results.

→ Domain 1

Domain 3: Data Retrieval

Sub-function 3.1: Query Execution

• Executes SOQL query:
• FIND :email IN EMAIL FIELDS RETURNING
  • Contact (Id, Account.Name, Email, Phone, FirstName, LastName)
  • Lead (Id, Company, FirstName, LastName, Email, Phone)

→ Domain 2

Domain 4: Debugging and Logging

Sub-function 4.1: Debug Output

• Functionality to log the results of the search.
• Output: Log string showing the list of Persons returned.

→ Domain 3

Detailed Functional Specifications

Functional Scope

The PersonService Apex class supports the business process of contact and lead management by allowing the retrieval of person records based on the provided email address. It primarily deals with two Salesforce object types: Contact and Lead.

1. Business Processes Supported

• Contact Management: The capability to retrieve and view records of contacts based on their email addresses.

• Lead Management: The capability to retrieve and view records of leads based on their email addresses.

2. Use Cases

Use Case 1: Search for Contacts by Email

• Main Functional Domain: Contact Management
• Main Actor: Sales Representative
• Description: A sales representative can search for existing contacts using their email address to follow up or gather more information.
• Pre-conditions: The sales representative must have access to the PersonService web service and the email address of the contact they wish to search for.
• Post-conditions: A list of matching contacts is returned, detailing their personal and company information.

Detailed Steps:

1. The sales representative invokes the searchByEmail method, providing an email address as input.
2. The method executes a search across the Contact and Lead objects in Salesforce using the provided email.
3. For each matching Contact record:
4. A new Person object is instantiated.
5. The id, firstName, lastName, company, email, and phone fields are populated from the Contact record.
6. The sObjectType is set to 'Contact'.
7. The Person object is added to a list.
8. For each matching Lead record:
9. The same process is followed to create and populate Person objects for each lead.
10. The list of Person objects is returned to the sales representative.

Use Case 2: Search for Leads by Email

• Main Functional Domain: Lead Management
• Main Actor: Sales Representative
• Description: A sales representative can search for potential leads using their email address to initiate contact or follow-up.
• Pre-conditions: The sales representative must have access to the PersonService web service and the email address of the lead they wish to search for.
• Post-conditions: A list of matching leads is returned, detailing their information.

Detailed Steps:

1. The sales representative invokes the searchByEmail method, providing an email address as input.
2. The method searches within Contact and Lead objects for records matching the provided email.
3. For each matching Lead record:
4. A new Person object is instantiated.
5. The id, firstName, lastName, company, email, and phone fields are populated from the Lead record.
6. The sObjectType is set to 'Lead'.
7. The Person object is added to a list.
8. The list of Person objects is returned to the sales representative.

3. Functionalities Supported by the Class

• Person Object: Defines a structure with properties id, firstName, lastName, company, email, phone, and sObjectType. This structure serves as a data container for returned contact and lead information.

• searchByEmail Method:

• Input: Takes a single string parameter email.
• Process: Executes a SOQL full-text search across Contact and Lead records using the provided email, returning relevant fields.
• Output: Returns a list of Person objects containing details of found contacts and leads.

4. Business Rules and Conditions

• Validation of Email Input: Before executing the search, the email input should ideally be validated to ensure it follows valid email formats (this is not coded but is a rule for use in practice).

• Search Scope: The search results will prioritize accuracy and relevance by utilizing Salesforce's full-text search capabilities on the Email field.

• Data Integrity:

• If no matches are found, an empty list will be returned without raising an error.
• The maximum number of results returned by Salesforce's search is dependent on system limits.

5. Interaction with Automation Tools

• No Direct Interactions: The class primarily operates as a web service and does not directly interact with Salesforce automation tools such as triggers or workflows. However, it can be invoked by external systems or applications requiring data integration.

6. Reporting or Dashboard Functionalities

• Not Applicable: This class does not directly provide any reporting or dashboard functionalities. It strictly focuses on retrieving contact and lead data based on email input. However, the results can be utilized by other processes or tools for reporting purposes.

Detailed Technical Specifications

Main functionality analysis:

• Purpose:
  The PersonService class serves as a web service utility to search for contact and lead records in Salesforce using an email address. It converts the retrieved data into a standardized format (Person objects) suitable for further processing or presentation.

• Trigger Mechanics:
  This class is not triggered by record events but rather is invoked via a web service call. It acts like a utility service that can be called from external systems or integrations.

• Business Context and Goals:
  The main goal of this class is to facilitate the retrieval of contact and lead information based on the provided email address. It aids in data integration scenarios where external applications require access to Salesforce records based on user queries.

Method descriptions:

searchByEmail(String email)

• Role:
  This static method performs a search for existing contacts and leads in the Salesforce database by using the specified email.

• Parameters:

• String email: The email address to be used in the search query.

• Return Value:

• List<Person>: A list of Person objects representing both the leads and contacts associated with the provided email.

• Detailed Operation:

• Executes a SOSL query to find all relevant contacts and leads.
• Processes the returned results to create Person objects for each record.

• Adds each Person object to the list before returning it.

• Exceptions Raised:
  The method can potentially raise exceptions related to query failures which should be handled in a production environment to ensure reliability.

Interaction with other modules:

• Dependencies:

• Standard Salesforce Objects Used:

  • Contact: Standard Salesforce object representing individual customer contacts.
  • Lead: Standard Salesforce object representing potential sales contacts.

• Impact on Overall Program Behavior:
  The method relies on the standard Salesforce schema and data integrity of the Contact and Lead records. Any changes to these objects can affect the result set returned by the searchByEmail method.

Data flow analysis:

• Types of Data Handled:
• The input to the method is a string representation of an email address.

• The output is a list of Person objects which encapsulate attributes of both leads and contacts.

• Data Processing:

• Received: The email is received as an input parameter.
• Processed:
  • The method performs a SOSL query which collects relevant data from the Contact and Lead objects.
  • It goes through each result and creates a Person instance, copying data from the corresponding Salesforce records.
• Stored: The created Person objects are stored in a list that is returned to the caller.

Use cases covered:

• Functional Use Cases:
• Retrieve contact information for a given email address, typically for sales or customer service follow-up.

• Fetch lead details associated with a specific email, helping in lead management and conversion processes.

• Specific Business Needs:

• This class meets the need for efficient data retrieval from Salesforce based on email queries, aiding businesses in maintaining up-to-date customer information across different platforms.
• It supports integration scenarios where external applications need to access Salesforce CRM data seamlessly based on user email queries.

Detailed review of Salesforce org and Apex code

Performance and Scalability

Performance Bottlenecks

Issue Identified: The searchByEmail method executes a single SOSL search to retrieve contacts and leads. Depending on the data volume, this could lead to slower performance if the email lookup results in many matches.

Example:

List<List<SObject>> searchResults = [FIND :email IN EMAIL FIELDS RETURNING 
    Contact (Id, Account.Name, Email, Phone, FirstName, LastName), 
    Lead (Id, Company, FirstName, LastName, Email, Phone)];

Recommendation: Implement pagination or limit the number of records returned if large datasets are expected. Also, consider restructuring the search to prioritize results based on relevance or recency.

Security and Compliance

Security Measures

Issue Identified: Lack of explicit field-level security checks and potential exposure to SOQL injection in the SOSL query.

Recommendation: - Enforce field-level security by checking if the fields being queried are accessible using Schema.sObjectType.FieldName.isAccessible(). - Utilize WITH SECURITY_ENFORCED in theSOSL query to adhere to field-level security.

Code Quality and Maintainability

Readability & Modularity

Issue Identified: The Person class is tightly coupled with the searched objects (Contact and Lead), leading to code duplication and maintenance challenges.

Example:

for (Integer i=0; i < contacts.size(); i++) {
    Person p = new Person();
    p.id = contacts[i].Id;
    p.firstName = contacts[i].FirstName;
    ...
}

Recommendation: Create a utility method to convert Contact and Lead objects to Person objects, reducing redundancy.

private static Person convertToPerson(Contact contact) {
    Person p = new Person();
    p.id = contact.Id;
    p.firstName = contact.FirstName;
    ...
    return p;
}

Automation and Testability

Test Coverage

Issue Identified: The current method lacks unit tests which would verify its functionality, especially regarding edge cases.

Recommendation: Develop a comprehensive suite of test cases covering: - Valid email searches that return contacts - Valid email searches that return leads - Searches with no results - Validations for both positive and negative scenarios.

@isTest
private static void testSearchByEmail() {
    // Arrange
    String testEmail = 'test@example.com';
    insert new Contact(Email = testEmail, LastName = 'Test');

    // Act
    List<Person> results = PersonService.searchByEmail(testEmail);

    // Assert
    System.assertEquals(1, results.size());
}

Integration and API Management

API Integrations

Issue Identified: The method lacks error handling and does not document how it integrates with other services.

Recommendation: Implement appropriate error handling to log or throw detailed exceptions for integration failures. Consider using custom exceptions to provide context on failures.

try {
    List<List<SObject>> searchResults = [FIND :email ...];
} catch (Exception e) {
    throw new MyCustomException('Error querying for email', e);
}

User Interaction and UI Components

User Feedback

Issue Identified: The method lacks user-friendly error messages or logging, which could lead to confusion.

Recommendation: Implement clearer debugging messages that can help troubleshoot issues without exposing sensitive data.

System.debug('Search completed for email: ' + email + ' - found records: ' + people.size());

Additionally, apply user-friendly error messages to the UI if the search yields no results.

Logging and Monitoring

Logging Mechanisms

Issue Identified: The current implementation contains only basic debug logs without tracking errors or critical events.

Recommendation: Improve logging by creating a dedicated logging mechanism or custom object to capture detailed logs for audits. By doing so, you can maintain a record of interactions, especially for error handling.

Deployment and Version Control

CI/CD Integration

Issue Identified: There is minimal information regarding the integration of the Apex class with CI/CD pipelines.

Recommendation: Ensure that this class is included in your CI/CD pipeline, with static code analysis (using PMD or SonarQube) integrated into the process to check for quality and maintainability before deployment.

Data Model and Relationships

Data Access Patterns

Issue Identified: The code does not take into account the potential complexity of the data model, specifically how the Person class interacts with other data.

Recommendation: Ensure that the Person class maps properly to the underlying object relationships, considering where sharing rules and access permissions could affect data retrieval.

Business Logic and Process Alignment

Alignment with Business Processes

Issue Identified: The logic in searchByEmail is solely focused on returning records without aligning with possible business use cases or workflows.

Recommendation: Enhance the method by checking relevant business rules before conducting a search and aligning results with how users need to interact with this data in the application.

High-Priority Recommendations

• Performance: Optimize SOSL query limitations and pagination for scalability.
• Security: Incorporate field-level security checks and error handling.
• Maintainability: Refactor redundant logic within the searchByEmail method, separating concerns through utility methods.
• Testing: Develop thorough test cases to ensure comprehensive coverage and validate functionality.

Improvements

Section: Performance Optimization

Issue: The current approach uses individual loops to process contacts and leads, leading to code redundancy.

Recommendation: Instead of having two separate loops for contacts and leads, consider combining the data processing into a single method that handles both. This reduces redundancy and improves performance by minimizing the number of entity creations and variable declarations.

Example:

for (Contact contact : contacts) {
    people.add(createPerson(contact.Id, contact.FirstName, contact.LastName, contact.Account.Name, contact.Email, contact.Phone, 'Contact'));
}

for (Lead lead : leads) {
    people.add(createPerson(lead.Id, lead.FirstName, lead.LastName, lead.Company, lead.Email, lead.Phone, 'Lead'));
}

private Person createPerson(String id, String firstName, String lastName, String company, String email, String phone, String sObjectType) {
    Person p = new Person();
    p.id = id;
    p.firstName = firstName;
    p.lastName = lastName;
    p.company = company;
    p.email = email;
    p.phone = phone;
    p.sObjectType = sObjectType;
    return p;
}

Section: Governor Limit Management

Issue: There are no checks to ensure the method is handling limits efficiently when processing large datasets.

Recommendation: Implement a mechanism to handle cases where the search results exceed governor limits, like using a Limits.getDMLStatements() check before executing DML operations or using batch processes for very large result sets.

Example:

if (people.size() > Limits.getDMLStatements() - 1) {
    // Split processing, or throw an exception
}

Alternatively, consider using Batchable interface for handling large data sets efficiently.

Section: Best Practices

Issue: There are hardcoded values, such as the string definitions of the sObject types.

Recommendation: Replace hard-coded values with constants or enums to improve code readability and reduce the risk of typos.

Example:

public static final String CONTACT_TYPE = 'Contact';
public static final String LEAD_TYPE = 'Lead';

Section: Code Readability and Maintainability

Issue: The current structure has too many nested loops and lacks modularization, which makes it harder to manage.

Recommendation: Modularize the code by extracting logic into smaller methods. This makes the code more readable and maintainable.

Section: Security Considerations

Issue: Missing Field-Level Security (FLS) checks on fields accessed directly without validation.

Recommendation: Implement FLS checks before accessing fields from Contact and Lead. Use Schema.sObjectType and SObjectField to ensure fields are accessible to the current user context.

Example:

if (Schema.sObjectType.Contact.fields.FirstName.isAccessible()) {
    p.firstName = contact.FirstName;
}

Section: Documentation and Comments

Issue: The code lacks explanatory comments, especially around complex logic such as the searchByEmail method.

Recommendation: Add comments to describe the purpose of critical blocks of code and data transformations. For instance, describe what FIND :email IN EMAIL FIELDS RETURNING is doing.

Example:

// Search for records in both Contact and Lead objects that match the specified email
List<List<SObject>> searchResults = [FIND :email IN EMAIL FIELDS RETURNING ...];

Refactored Code

Original Code

global class PersonService {

    global class Person {
        webservice String id;
        webservice String firstName;
        webservice String lastName;
        webservice String company;
        webservice String email;
        webservice String phone;
        webservice String sObjectType;
    }

    webService static List<Person> searchByEmail(String email) {

        List<Person> people = new List<Person>();

        List<List<SObject>> searchResults = [FIND :email IN EMAIL FIELDS RETURNING 
            Contact (Id, Account.Name, Email, Phone, FirstName, LastName), 
            Lead (Id, Company, FirstName, LastName, Email, Phone)];

        List<Contact> contacts = ((List<Contact>)searchResults[0]);
        List<Lead> leads = ((List<Lead>)searchResults[1]);

        for (Integer i=0; i<contacts.size(); i++) {
            Person p = new Person();
            p.id = contacts[i].Id;
            p.firstName = contacts[i].FirstName;
            p.lastName = contacts[i].LastName;
            p.company = contacts[i].Account.Name;
            p.email = contacts[i].Email;
            p.phone = contacts[i].Phone;
            p.sObjectType = 'Contact';
            people.add(p);
        }

        for (Integer i=0; i<leads.size(); i++) {
            Person p = new Person();
            p.id = leads[i].Id;
            p.firstName = leads[i].FirstName;
            p.lastName = leads[i].LastName;
            p.company = leads[i].Company;
            p.email = leads[i].Email;
            p.phone = leads[i].Phone;
            p.sObjectType = 'Lead';
            people.add(p);
        }

        System.debug('Returning people: '+people);

        return people;
    }
}

Refactored Code

global class PersonService {

    global class Person {
        webservice String id;
        webservice String firstName;
        webservice String lastName;
        webservice String company;
        webservice String email;
        webservice String phone;
        webservice String sObjectType;
    }

    webService static List<Person> searchByEmail(String email) {

        List<Person> people = new List<Person>();

        List<List<SObject>> searchResults = [
            FIND :email IN EMAIL FIELDS RETURNING 
                Contact (Id, Account.Name, Email, Phone, FirstName, LastName), 
                Lead (Id, Company, FirstName, LastName, Email, Phone)
        ];

        // Process contacts
        addPersons(people, (List<Contact>)searchResults[0], 'Contact');

        // Process leads
        addPersons(people, (List<Lead>)searchResults[1], 'Lead');

        System.debug('Returning people: ' + people);

        return people;
    }

    private static void addPersons(List<Person> people, List<Contact> contacts, String sObjectType) {
        for (Contact contact : contacts) {
            Person person = new Person();
            person.id = contact.Id;
            person.firstName = contact.FirstName;
            person.lastName = contact.LastName;
            person.company = contact.Account.Name;
            person.email = contact.Email;
            person.phone = contact.Phone;
            person.sObjectType = sObjectType;
            people.add(person);
        }
    }

    private static void addPersons(List<Person> people, List<Lead> leads, String sObjectType) {
        for (Lead lead : leads) {
            Person person = new Person();
            person.id = lead.Id;
            person.firstName = lead.FirstName;
            person.lastName = lead.LastName;
            person.company = lead.Company;
            person.email = lead.Email;
            person.phone = lead.Phone;
            person.sObjectType = sObjectType;
            people.add(person);
        }
    }
}

Key Changes Summary

• Improved Readability:

• Separated the logic for processing Contact and Lead into dedicated private methods, addPersons(List<Person> people, List<Contact> contacts, String sObjectType) and addPersons(List<Person> people, List<Lead> leads, String sObjectType), to reduce code duplication and improve clarity.

• Bulkification:

• Enhanced the data handling logic by separating the addition of Contact and Lead to Person into utility methods, which can be reused, ensuring that the method is adaptable for any future changes like handling more types.

• Consistent Naming Conventions:

• Ensured all variable names follow the camelCase format for clarity and consistency.

• Removed Unnecessary Code:

• Simplified the code by removing unnecessary intermediate variables.

• Improved Performance:

• By using the same method to add different types of persons, the design adheres more to the principles of DRY (Don't Repeat Yourself), reducing the potential for performance issues due to redundancy.

Tests

Test Case TC001

Description: Verify that searching by a valid email returns a list of relevant contacts and leads.

Preconditions: - Ensure Contacts and Leads with the specified email exist in the database.

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method with a valid email address. 3. Capture the returned List of Person.

Expected Results: - The returned list contains Person objects with the correct mapping from existing Contacts and Leads. - The result matches the expected first name, last name, company, email, and phone number.

Test Data: - Email: test@example.com (ensure this email is associated with at least one Contact and one Lead).

Test Case TC002

Description: Verify that searching by an email that does not exist in the database returns an empty list.

Preconditions: - No Contacts or Leads exist with the specified email.

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method with a non-existent email address. 3. Capture the returned List of Person.

Expected Results: - The returned list is empty.

Test Data: - Email: nonexistent@example.com.

Test Case TC003

Description: Verify that searching by an email with null parameter handles exception gracefully.

Preconditions: - N/A

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method passing null as the email address. 3. Capture the returned List of Person.

Expected Results: - The system handles the null parameter gracefully and does not throw an exception. The returned list is empty or an appropriate error message is logged.

Test Data: - Email: null.

Test Case TC004

Description: Verify that searching by an email with special characters returns the correct results.

Preconditions: - Ensure at least one Contact or Lead contains an email with special characters.

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method with an email that includes special characters (e.g., test+filter@example.com). 3. Capture the returned List of Person.

Expected Results: - The returned list contains Person objects that match the email criteria, including Contacts or Leads with special characters.

Test Data: - Email: test+filter@example.com.

Test Case TC005

Description: Verify that searching using bulk email inputs returns the correct results for multiple emails.

Preconditions: - At least one Contact and one Lead should exist for the email inputs.

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method with a bulk email input that includes multiple emails (e.g., bulk@example.com, test@example.com - modify method to handle bulk). 3. Capture the returned List of Person.

Expected Results: - The returned list contains the correct Person objects for each valid input email.

Test Data: - Email: bulk@example.com, test@example.com (ensure these are valid).

Test Case TC006

Description: Verify that the method correctly maps fields from Contacts and Leads to the Person class, ensuring data integrity.

Preconditions: - Ensure Contacts and Leads with the specified fields exist in the database.

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method with a valid email address. 3. Capture the returned List of Person. 4. Verify that each field in the Person class matches the expected values from corresponding Contact and Lead records.

Expected Results: - Each field (id, firstName, lastName, company, email, phone) in the Person object corresponds accurately to the fields of the source Contact and Lead.

Test Data: - Email: validuser@example.com (ensure this is associated with existing Contacts and Leads with various relevant fields).

Test Case TC007

Description: Verify that the method handles and logs exceptions correctly when DML operations fail.

Preconditions: - Simulate a condition where DML operations would fail (e.g., custom validation that throws an exception when fetching certain records).

Test Steps: 1. Log in to Salesforce with appropriate permissions. 2. Call the PersonService.searchByEmail() method with an email that triggers a DML exception. 3. Capture the debug logs for exception handling.

Expected Results: - The method handles the exception internally, logs an appropriate error message, and does not crash or produce an unhandled exception.

Test Data: - Email: (Trigger specific exception condition).

Potential AgentForce use cases or similar functionalities

1. Primary Use Case:

2. Unified customer identity resolution (contacts & leads) across CRM systems for faster interaction context gathering.

3. Key Business Outcomes:

4. Reduced agent time spent on searching and consolidating customer data.
5. Improved first-contact resolution through instant customer identification.

6. Enhanced personalization based on unified profile.

7. Relevant Customer Scenarios:

8. An agent receives an inbound email or chat; searching for the email instantly locates the relevant contact or lead, regardless of record type, surfacing full profile details.
9. In a high-velocity sales environment, agents quickly determine whether someone is an existing customer (Contact) or a prospect (Lead) in a single step.

10. During case assignment, routing logic leverages unified profiles to match issues to the most appropriate agent.

11. Business Value Delivered:

12. Agents spend 40% less time per interaction context switch (internal benchmark).
13. Increased NPS/CSAT scores due to seamless, tailored agent responses.

14. 10-20% reduction in misrouted or duplicated cases.

15. Recommended Next Steps:

16. Integrate PersonService to AgentForce workflow UI for immediate agent lookup.
17. Expand data model to cover additional objects (e.g., Accounts, Opportunities).
18. Add context-aware auto-suggest in omnichannel inbox and assignment engines.

1. Primary Use Case:

2. Skill- and context-based intelligent routing for inbound cases and tasks, leveraging dynamic person search for proactive assignment.

3. Key Business Outcomes:

4. Precision case routing based on contact/lead attributes (company, interaction history, type).
5. Lower agent workload variance via “best fit” matching.

6. Improved SLA compliance and specialized case handling (e.g., routing VIPs or urgent leads).

7. Relevant Customer Scenarios:

8. High-value account issues are automatically routed to most experienced agents by matching customer/company data.
9. Multilingual queries are assigned based on known person attributes (e.g., company language preferences).

10. VIP or urgent situations flagged by company or contact status are escalated.

11. Business Value Delivered:

12. 15% faster first response time for priority cases.

13. Improved agent utilization and customer satisfaction metrics.

14. Recommended Next Steps:

15. Employ AI/ML analysis of historical resolution data by person/company for predictive routing models.
16. Integrate with workforce management tools for real-time load balancing.

1. Primary Use Case:

2. Seamless omnichannel CRM integration, enabling quick lookups and full data visibility for agents.

3. Key Business Outcomes:

4. Minimized customer friction from repeating information across channels.
5. Faster context switch between channels without losing customer history.

6. Greater agent efficiency through unified interface.

7. Relevant Customer Scenarios:

8. A bot handling chat escalates to an agent, with full person details auto-attached.

9. Voice call triggers real-time lookup; agent sees account and previous lead data instantly.

10. Business Value Delivered:

11. 25% fewer escalations due to context loss.

12. Improved first-contact resolution rates.

13. Recommended Next Steps:

14. Add webhook/event triggers for real-time person search when new channel activity is detected.
15. Enhance UI APIs to display dynamic customer summaries in all channels.

1. Primary Use Case:

2. AI-driven assistance for agents with context-aware suggestions, task automation, and data enrichment.

3. Key Business Outcomes:

4. Reduced manual data entry and case note repetition.

5. More tailored, proactive agent engagement based on real-time retrieval of relevant customer information.

6. Relevant Customer Scenarios:

7. Auto-population of summary fields and escalation notes based on searched person.

8. Suggested actions or knowledge articles personalized per contact/lead profile.

9. Business Value Delivered:

10. 10% decrease in average handling time.

11. Increased agent accuracy/compliance.

12. Recommended Next Steps:

13. Integrate with AgentForce AI recommendations engine.
14. Expand search results with sentiment or interaction history signals.

1. Primary Use Case:

2. Hyper-personalized customer journeys leveraging consolidated contact, lead, and account history.

3. Key Business Outcomes:

4. Enhanced self-service with dynamic retrieval of historical cases or product usage.

5. Personalized troubleshooting based on full profile.

6. Relevant Customer Scenarios:

7. Self-service portal recommends content based on unified lead/contact search.

8. Agents tailor their approach based on account relationship or company attributes.

9. Business Value Delivered:

10. 30% uptick in successful deflections via self-service.

11. Boosted conversion and retention rates.

12. Recommended Next Steps:

13. Extend API to support customer self-update or correction of their profiles securely.
14. Integrate with personalized messaging tools.

1. Primary Use Case:

2. Comprehensive performance analytics with dynamic report segmentation by unified person records.

3. Key Business Outcomes:

4. Drilldown analytics on agent effectiveness by customer type, company, or segmentation.

5. Precise measurement of journey pain points from prospect to customer.

6. Relevant Customer Scenarios:

7. Managers run cohort reports to identify bottlenecks in handling leads vs. contacts.

8. SLA breaches tracked by customer tier or company name.

9. Business Value Delivered:

10. Improved resource planning by accurately forecasting high-touch needs.

11. 20% more effective coaching from targeted analytics.

12. Recommended Next Steps:

13. Integrate search API with BI tools (Tableau, Power BI).
14. Automate data tagging at point of person lookup.

1. Primary Use Case:

2. Integration-friendly architecture to support external CRM, field service, and gig economy platforms.

3. Key Business Outcomes:

4. Smooth handoffs between call center, field reps, and third-party contractors using consistent customer records.

5. Extensible for custom compliance or fraud detection workflows.

6. Relevant Customer Scenarios:

7. Field engineers receive mobile alerts with customer context retrieved via API.

8. Third-party partners use secure, limited-access lookups to enable collaboration.

9. Business Value Delivered:

10. Reduced duplication and handoff errors.

11. Quicker time-to-resolution for cross-team scenarios.

12. Recommended Next Steps:

13. Expose additional REST endpoints with granular access control.
14. Pilot integrations with leading field service platforms.

1. Primary Use Case:

2. Interactive support features powered by unified customer data search.

3. Key Business Outcomes:

4. Improved troubleshooting via co-browsing or video with instant context retrieval.

5. Smarter live coaching based on real-time sentiment analytics linked to previous person interactions.

6. Relevant Customer Scenarios:

7. Agents initiate screen share or video; full customer info auto-populates support tools.

8. Dynamic prompts for agent escalation paths based on customer’s escalation history.

9. Business Value Delivered:

10. 50% decrease in time to troubleshoot technical issues.

11. Enhanced first-time fix rates.

12. Recommended Next Steps:

13. Integrate person search with AR support toolkits.
14. Build workflows for agent assist suggestions during interactive sessions.

1. Primary Use Case:

2. Business continuity tools for rapid case management and customer notification during crises.

3. Key Business Outcomes:

4. Agents instantly identify and prioritize impacted customers using email/company searches.

5. Support for secure and auditable case handling during disruptions.

6. Relevant Customer Scenarios:

7. Mass recall: find affected leads and contacts for proactive outreach.

8. Financial dispute: securely search and restrict access only to authorized agents.

9. Business Value Delivered:

10. Lower risk of compliance violations.

11. 60% faster crisis communication cycles.

12. Recommended Next Steps:

13. Embed incident tagging into person search process.
14. Enhance API for role-based access and logging.

1. Primary Use Case:

2. Emerging use case support for specialized workflows, including sustainability, accessibility, and gig worker enablement.

3. Key Business Outcomes:

4. Proactive routing of unique inquiries (e.g., green product requests) to qualified agents.

5. Greater accessibility for both agents and customers (e.g., screen readers, language support).

6. Relevant Customer Scenarios:

7. Customer requests info on eco-friendly product line; routed based on profile/company data.

8. Agents with accessibility needs leverage customized UI surfaces.

9. Business Value Delivered:

10. New market capture via specialized service lines.

11. Improved inclusivity scores and compliance.

12. Recommended Next Steps:

13. Add tagging to person records for sustainability/accessibility needs.
14. Partner with organizations specializing in assistive tech for integration pilots.

Diagram