OpportunitySearchController

Epic, User Stories, and Tasks

Epic: Opportunity Search Functionality

• As a sales representative,
• I want to search for opportunities related to a specific account,
• So that I can quickly identify and manage opportunities related to that account.

User Stories:

User Story 1: Searching for Opportunities

• As a sales representative,
• I want to enter a search text to find opportunities associated with my account,
• So that I can filter and view specific opportunities based on my criteria.

Acceptance Criteria:
- GIVEN I am on the Opportunity search page,
- WHEN I input a search text and initiate the search,
- THEN the system displays a list of opportunities that match the search criteria.

User Story 2: Default Search Text

• As a sales representative,
• I want the search box to default to "Acme" when it is empty,
• So that I have a pre-defined search context before entering custom search terms.

Acceptance Criteria:
- GIVEN the search text is empty,
- WHEN the page is loaded,
- THEN the search text is automatically set to "Acme".

User Story 3: Displaying Search Results

• As a sales representative,
• I want to see the relevant fields of each opportunity in the search results,
• So that I can easily understand the status and details of each opportunity.

Acceptance Criteria:
- GIVEN I have executed a search,
- WHEN the results are presented,
- THEN I should be able to see the Opportunity ID, Name, Stage Name, Close Date, and Amount for each relevant opportunity.

Technical Tasks:

Task 1: Implement Search Functionality

• Task: Create a method to execute the search based on user input.
• Description: Implement the search() method in the OpportunitySearchController class to filter opportunities based on the search text and related account ID.
• Completion Criteria:
• The search() method should fetch and return opportunities that match the criteria.
• The method should handle cases where there are no matching results gracefully.

Task 2: Set Default Search Text

• Task: Initialize the search text in the controller.
• Description: Modify the property getter of searchText in the OpportunitySearchController to return "Acme" when it is null.
• Completion Criteria:
• The default value should be set to "Acme" upon the controller's initiation when no search text is provided.

Task 3: Implement Clear Functionality

• Task: Clear previous search results before executing a new search.
• Description: Modify the search() method in the OpportunitySearchController to clear searchResults before initiating a new query if there are previous results.
• Completion Criteria:
• The searchResults should be cleared when starting a new search, ensuring accurate results display.

Task 4: Create Unit Tests

• Task: Write unit tests for the OpportunitySearchController.
• Description: Create test cases that verify the functionality of searching opportunities, checking the default search text, and ensuring results are displayed properly.
• Completion Criteria:
• Test coverage should be 100% for the search() method, including both valid search scenarios and edge cases (e.g., no matches).
• Tests should confirm that the default search text is set correctly when no value is provided.

Functional Map

Domain A: User Interface Management

Sub-function A.1: Standard Controller Initialization

• Initializes the Standard Controller for user input handling.

Sub-function A.2: User Input Handling

• Captures and manages user search input.

→ Domain B: Business Logic Processing

Domain B: Business Logic Processing

Sub-function B.1: Opportunity Data Retrieval

• Executes the query to fetch Opportunity data based on user input parameters.

Sub-function B.2: Data Management

• Initializes and clears the search results list as needed.

→ Domain C: Data Output Management

Domain C: Data Output Management

Sub-function C.1: Displaying Results

• Presents the search results on the UI after processing.

Domain D: Dependency Management

Sub-function D.1: Dependency Tracking

• Monitors dependencies between User Interface Management and Business Logic Processing.

→ Domain A

→ Domain B

→ Domain C

Detailed Functional Specifications

Functional Scope

The OpportunitySearchController Apex class supports the following business processes within the Salesforce application:

• Opportunity Tracking: Enabling users to search for and retrieve opportunity records related to specific accounts based on user-defined criteria.

Use Cases

Use Case 1: Search Opportunities by Account

• Main functional domain: Opportunity Tracking
• Main Actor: Sales Representative
• Description: The Sales Representative searches for opportunities associated with a specific account using a search term.
• Pre-conditions:
• The user is authenticated and has access to the Salesforce system.
• An associated Account record is available.
• Post-conditions:
• The system displays a list of opportunities that match the search criteria.
• Detailed steps:
• The Sales Representative navigates to the opportunity search page.
• The system retrieves the current account record associated with the page.
• The user enters a search term (optional – defaults to "Acme" if no term is provided).
• The Sales Representative triggers the search action.
• The system executes a query to retrieve all opportunities associated with the account whose names match the search term.
• The search results are displayed on the interface.

Functionalities Supported

• Properties:
• controller: An instance of ApexPages.StandardController used to interact with standard Salesforce behaviors related to records.
• a: Holds the Account record retrieved using the StandardController.
• searchResults: A list of Opportunity records retrieved based on the user's search criteria.

• searchText: A string property that holds the user's search input; defaults to "Acme" if not provided.

• Methods:

• Constructor:

  • Accepts a standard controller as a parameter.
  • Initializes the controller and retrieves the associated Account record (a) from the controller.

• search():

  • Searches for opportunities based on a search term input by the user.
  • Clears previous search results if searchResults is not null.
  • Constructs a dynamic SOQL query to select opportunity fields based on the provided search text and the associated account ID.
  • Executes the query and stores the results in the searchResults variable.

Business Rules and Conditions

• The search defaults to "Acme" if the user does not provide any search text.
• The search is constrained to opportunities belonging to the specific account associated with the current context.
• The query performs a case-insensitive search by using the LIKE clause with wildcards to match the opportunity names.
• The search results can be cleared and populated anew upon each search execution.

Interaction with Automation Tools

• The OpportunitySearchController class does not include explicit integration with triggers, workflows, or dashboards. However, it acts as a controller used within a Visualforce page (not explicitly provided in the code snippet), which could be integrated into existing Salesforce UIs or workflows to automate record display based on user search interactions.

Precise Details on Data Integrity and System Outputs

• All opportunity records returned by the search are filtered strictly by the associated account's ID, ensuring data relevance and integrity.
• Each time the search method is called, any prior results are purged, thus preventing confusion from stale data.
• Error handling is not explicitly defined in the code; developers may need to implement a mechanism that handles potential issues during the query execution or display informative messages to the user if no opportunities are found.

Detailed Technical Specifications

Main functionality analysis

• Purpose:

• The OpportunitySearchController class is designed to facilitate searching for Opportunity records related to a specific Account in Salesforce. It allows users to enter a search term and retrieve a list of opportunities that match the criteria.

• Triggered Events:

• This class is not a trigger; it operates within the context of Salesforce Visualforce pages and is instantiated when a Visualforce page is rendered.

• Business Context and Goal:

• The class is utilized within the Salesforce application to enhance user experience by allowing sales representatives to easily search and view opportunities associated with a given account. This supports efficient account management and opportunity tracking.

Method descriptions

Constructor: OpportunitySearchController

• Description:

• Initializes the controller with a standard controller for the Account object. It captures the related Account record for use in searches.

• Parameters:

• ApexPages.StandardController controller: The standard controller instance, providing access to the current Account record.

• Return Value:

• None.

Method: search

• Description:

• Performs the search for Opportunity records based on the search text and the associated Account. It constructs a dynamic SOQL query to retrieve matching opportunities.

• Parameters:

• None.

• Return Value:

• PageReference: This method returns null, indicating that no redirection is performed after executing the search.

• Logic Implemented:

• If searchResults is null, it initializes a new list of Opportunity.

• If searchResults already contains data, it clears the list to prepare for the new results.

• SOQL Query Construction:

• A dynamic SOQL query string is constructed to find opportunities associated with the Account based on the search text provided by the user.

Interaction with other modules

• Dependencies:
• This class primarily interacts with the Opportunity and Account standard Salesforce objects.

• The method search utilizes the Database.query method to execute the dynamically constructed SOQL query.

• Impact on Overall Program Behavior:

• The successful execution of the search method enables users to fetch relevant opportunities tied to a specific account quickly, influencing sales activities, reporting, and data accuracy within the Salesforce environment.

Data flow analysis

• Types of Data Handled:

• The class handles sObject for Account and Opportunity. It operates with collections of Opportunity records.

• Data Retrieval:

• Data is received through the ApexPages.StandardController, which provides access to the current Account record.

• Processing:

• The input data includes a search string that is transformed into a SOQL query to filter Opportunity records.

• Data Storage:

• The results of the search are stored in the searchResults variable, which is a list of Opportunity objects that are dynamically populated based on user input.

Use cases covered

• Functional Use Cases:

• The code covers the use case of searching for opportunities linked to a specified account based on user-defined criteria (search text).

• Business Needs Addressed:

• It meets the business need for efficient sales management by providing easy access to sales opportunities, thereby enabling sales representatives to focus on tasks that drive revenue and management decisions based on data accessibility.

Detailed review of Salesforce org and Apex code

Performance and Scalability

Performance Bottlenecks

Issue Identified: The current implementation of dynamic SOQL in the search() method may lead to performance issues, especially as the data volume increases, and lacks consideration for governor limits related to the number of queries executed.

Example:

String qry = 'Select o.Id, o.Name, o.StageName, o.CloseDate, o.Amount from Opportunity o Where AccountId = \\''+a.Id+'\\' And o.Name LIKE \\'%'+searchText+'%\\' Order By o.Name'; 
searchResults = Database.query(qry);

Recommendation: - Consider using static SOQL with query parameters instead of constructing dynamic SOQL. It will enhance security and performance. - Utilize WITH SECURITY_ENFORCED to adhere to field-level security. - Implement pagination or limit the number of results returned in the search method to avoid performance degradation as data grows.

Security and Compliance

SOQL Injection Vulnerability

Issue Identified: As noted, dynamic SOQL is susceptible to SOQL injection attacks when user input is not properly sanitized.

Example: Use of searchText directly in the SOQL query string.

Recommendation: - Refactor the code to use parameterized queries. For example:

searchResults = [SELECT Id, Name, StageName, CloseDate, Amount FROM Opportunity 
                WHERE AccountId = :a.Id 
                AND Name LIKE :('%' + searchText + '%') 
                ORDER BY Name WITH SECURITY_ENFORCED];

Code Quality and Maintainability

Code Readability and Structure

Issue Identified: The class does not follow the naming conventions and lacks clarity in places; for example, using string in lowercase instead of String.

Recommendation: - Use PascalCase for class names and camelCase for variable names to improve readability (e.g., OpportunitySearchController and searchText). - Include comments above complex logic to explain purpose and outcomes.

Automation and Testability

Test Coverage and Method Isolation

Issue Identified: The code appears to lack testability due to tight coupling with the User Interface (UI) and does not isolate the business logic from the controller.

Recommendation: - Refactor this logic into a separate service class that handles Opportunity searches. - Ensure that test classes adequately cover scenarios such as valid/invalid searchText and no Opportunities found.

Integration and API Management

API Integration Practices

Issue Identified: No evidence of integration points, but considering that this is a querying scenario, API rate limits or integration points (if applicable) need monitoring.

Recommendation: - Include mechanisms for handling failures, timeouts, and retries if the search feature includes API calls or external integrations in future iterations.

Logging and Monitoring

Logging Practices

Issue Identified: There is no logging mechanism to capture errors or important events occurring during the execution of the search() method.

Recommendation: - Implement custom logging to a persistent object or use a logging utility class that records significant actions and errors in the search() method.

Deployment and Version Control

Deployment Process

Issue Identified: The review didn't provide information on CI/CD practices.

Recommendation: - Adopt CI/CD practices using tools such as Salesforce CLI for integrating and deploying changes. Ensure code is stored in a version control system with proper branch management and merge strategies.

User Interaction and UI Components

UI Feedback

Issue Identified: The code does not return any user feedback or failure messages if the search does not result in any records.

Recommendation: - Update the UI (or the controller method) to return messages to users when no Opportunities match the search criteria, enhancing user experience.

Data Model and Relationships

Data Structure Optimization

Issue Identified: The code relies heavily on querying without any embedding of sharing rules beyond the WHERE clause.

Recommendation: - Ensure relationships are clear and optimized for performance. If complex sharing is required, consider managing records through appropriate sharing rules or Apex sharing if necessary.

Business Logic and Process Alignment

Business Logic Representation

Issue Identified: Opportunities are queried directly from the controller without leveraging any business services or adherence to processes.

Recommendation: - Develop a service class that handles the retrieval and processing of Opportunities, making the controller leaner and aligned with best practices.

High Priority Recommendations:

1. Performance: Refactor dynamic SOQL to static SOQL with parameters to improve performance and security.
2. Security: Ensure compliance with security best practices, particularly around SOQL injections.
3. Maintainability: Restructure code for better readability and modularity by adopting naming conventions and possibly introducing service classes for business logic.

Improvements

Section: Performance Optimization

Issue: SOQL query constructed dynamically and executed in a loop could lead to performance degradation if called multiple times.

Recommendation: Consider using parameterized queries or moving the query logic outside of potential loops. For example, if you expect to perform multiple searches, optimize it by passing the search text as a parameter directly into a method that constructs the query appropriately.

Section: Performance Optimization

Issue: The variable searchResults is being cleared and recreated multiple times; additionally, using Database.query(qry) leads to potential SOQL injection risks.

Recommendation: Refactor the search method to utilize a list of opportunities initialized once and repopulated with a selective query. Instead of dynamically constructing the query string, use a parameterized query or static queries to avoid injection risks.

Section: Governor Limit Management

Issue: The use of dynamic SOQL queries increases complexity and could violate governor limits if not managed carefully.

Recommendation: Use explicit queries with binding variables to ensure that you're protected against governor limits and make your queries more efficient. For example:

apex searchResults = [SELECT Id, Name, StageName, CloseDate, Amount FROM Opportunity WHERE AccountId = :a.Id AND Name LIKE :('%' + searchText + '%') ORDER BY Name];

Section: Best Practices

Issue: Hard-coded values like 'Acme' should be replaced with a more dynamic approach.

Recommendation: Move hard-coded defaults to a Custom Setting or Custom Metadata Type so they can be easily updated without code changes. This allows for greater flexibility in managing default values.

Section: Best Practices

Issue: There is a lack of error handling around SOQL and DML operations.

Recommendation: Implement try-catch blocks around SOQL operations and DML to handle potential exceptions gracefully and log errors for diagnosis. For example:

apex try { searchResults = [SELECT Id, Name, StageName, CloseDate, Amount FROM Opportunity WHERE AccountId = :a.Id AND Name LIKE :('%' + searchText + '%') ORDER BY Name]; } catch (Exception e) { // Handle the exception System.debug('Error while querying opportunities: ' + e.getMessage()); }

Section: Code Readability and Maintainability

Issue: The search method is lengthy and could benefit from modularization.

Recommendation: Break the search method into smaller methods to enhance readability and maintainability. For instance, create a method for constructing the query and another for executing it.

Section: Security Considerations

Issue: Missing field-level security (FLS) checks on the Opportunity object fields.

Recommendation: Before querying or displaying any sensitive fields from the Opportunity object, perform FLS checks to ensure that users have the appropriate permissions. You can check FLS by creating a helper method that validates field access.

Section: Documentation and Comments

Issue: Sparse comments make it difficult for future developers to understand the code's intent.

Recommendation: Add comments that explain the purpose and logic behind key sections of the code, especially around complex queries or business logic flows. For example, add a comment above the search method to clarify its operational purpose and any assumptions.

apex // This method searches for Opportunities related to the Account with the given search text and returns the results. public PageReference search() { ... }

Refactored Code

Original Code

public class OpportunitySearchController {

    private ApexPages.StandardController controller {get; set;}

    private Account a;

    public List<Opportunity> searchResults {get;set;}     

    public string searchText {
        get {
            if (searchText == null) searchText = 'Acme'; 
            return searchText;
        } 
        set;
    }      

    public OpportunitySearchController(ApexPages.StandardController controller) {

        this.controller = controller;
        this.a = (Account)controller.getRecord();

    }     

    public PageReference search() {
        if (searchResults == null) {
            searchResults = new List<Opportunity>(); 
        } else {
            searchResults.clear(); 
        }

        String qry = 'Select o.Id, o.Name, o.StageName, o.CloseDate, o.Amount from Opportunity o Where AccountId = \\''+a.Id+'\\' And o.Name LIKE \\'%'+searchText+'%\\' Order By o.Name'; 
        searchResults = Database.query(qry);
        return null;
    }       
}

Refactored Code

public class OpportunitySearchController {

    private ApexPages.StandardController controller { get; set; }

    private Account accountRecord;

    public List<Opportunity> searchResults { get; set; }

    public String searchText {
        get {
            // Setting default search text for improved usability
            if (String.isEmpty(searchText)) { 
                searchText = 'Acme'; 
            }
            return searchText;
        }
        set;
    }

    // Constructor to initialize properties
    public OpportunitySearchController(ApexPages.StandardController controller) {
        this.controller = controller;
        this.accountRecord = (Account)controller.getRecord();
        this.searchResults = new List<Opportunity>(); // Initialize list in constructor to avoid null checks
    }

    // Method to search opportunities based on the account and search text
    public PageReference search() {
        // Clear previous results
        searchResults.clear();

        // Dynamic SOQL query using binding for security and performance
        String qry = 'SELECT Id, Name, StageName, CloseDate, Amount ' +
                     'FROM Opportunity ' +
                     'WHERE AccountId = :accountRecord.Id ' +
                     'AND Name LIKE :searchText ' +
                     'ORDER BY Name'; 

        // Execute query
        searchResults = Database.query(qry);
        return null;
    }
}

Key Changes Summary

• Variable Naming: Changed a to accountRecord for better clarity.

• Initialization: The searchResults list is now initialized in the constructor to simplify null checks within the search method. This follows best practices for ensuring data integrity.

• String Handling: Used String.isEmpty(searchText) instead of directly checking if searchText is null, which improves readability and prevents potential NullPointer exceptions.

• Dynamic SOQL: Refactored the query to use bind variables (like :accountRecord.Id and :searchText) instead of string concatenation, enhancing security (avoiding SOQL injection) and performance.

• Removed Redundant Logic: Removed the unnecessary check for searchResults, as the list is always initialized in the constructor. This provides clarity and reduces mental overhead for future maintainers.

Tests

Positive Testing

Test Case TC001

Description: Verify that searching for opportunities with valid search text returns the correct results.

Preconditions: - An Account record with 'Id' = '001000000000001' exists. - Several Opportunity records associated with the account contain varying names.

Test Steps: 1. Create a new instance of OpportunitySearchController with the standard controller initialized with the existing Account record. 2. Set the searchText property to a valid value (e.g., "Acme"). 3. Call the search() method.

Expected Results: - The searchResults list contains Opportunity records whose names match the search text.

Test Data: - Account ID: '001000000000001' - Opportunity Names: 'Acme Corporation', 'Acme LLC', 'Acme Innovations'

Test Case TC002

Description: Verify that the default search text is initialized correctly when no search text is provided.

Preconditions: - An Account record with 'Id' = '001000000000001' exists.

Test Steps: 1. Create a new instance of OpportunitySearchController with the standard controller initialized with the existing Account record. 2. Do not set the searchText property explicitly. 3. Call the search() method.

Expected Results: - The searchResults list contains Opportunity records whose names match the default search text 'Acme'.

Test Data: - Account ID: '001000000000001' - Opportunity Names: 'Acme Corporation', 'Acme LLC'

Negative Testing

Test Case TC003

Description: Verify that an exception is thrown when searching with an invalid account ID.

Preconditions: - An Account record with 'Id' = '001000000000001' exists.

Test Steps: 1. Create a new instance of OpportunitySearchController with the standard controller initialized with an Account record with an invalid ID. 2. Set the searchText property to "Acme". 3. Call the search() method.

Expected Results: - An exception is thrown indicating that the record cannot be found.

Test Data: - Account ID: 'INVALID_ID' - Search Text: 'Acme'

Boundary Testing

Test Case TC004

Description: Ensure that a search with an empty search text returns all opportunities for the account.

Preconditions: - An Account record with 'Id' = '001000000000001' exists. - Multiple Opportunities are created for the account, some with names and others without.

Test Steps: 1. Create a new instance of OpportunitySearchController with the standard controller initialized with the existing Account record. 2. Set the searchText property to an empty string. 3. Call the search() method.

Expected Results: - The searchResults list contains all Opportunity records associated with the account.

Test Data: - Account ID: '001000000000001' - Opportunity Names: 'Opportunity 1', 'Opportunity 2', Empty Name Opportunities

Edge Cases

Test Case TC005

Description: Verify that searching for opportunities with a very long search text does not break the query.

Preconditions: - An Account record with 'Id' = '001000000000001' exists.

Test Steps: 1. Create a new instance of OpportunitySearchController with the standard controller initialized with the existing Account record. 2. Set the searchText property to a string of maximum allowable length (e.g., 255 characters). 3. Call the search() method.

Expected Results: - The query should execute without errors and return the appropriate results.

Test Data: - Account ID: '001000000000001' - Long Search Text: 'A' repeated 255 times

Data-driven Testing

Test Case TC006

Description: Validate that various search texts return expected results from the opportunities.

Preconditions: - An Account record with 'Id' = '001000000000001' exists. - Several Opportunity records associated with the account.

Test Steps: 1. Create a new instance of OpportunitySearchController with the standard controller initialized with the existing Account record. 2. For each search text in the test data (e.g., "Acme", "Inc", "Corp"), perform the following: - Set the searchText property to the current value. - Call the search() method. - Verify the searchResults to match expected opportunity names.

Expected Results: - Each search text returns a correct subset of Opportunity records based on the names.

Test Data: - Search Texts: ["Acme", "Inc", "Corp"] - Expected Outputs: - For "Acme": Opportunities related to 'Acme' - For "Inc": Opportunities related to 'Incorporated' - For "Corp": Opportunities related to 'Corporation'

Potential AgentForce use cases or similar functionalities

1. Primary Use Case:

2. Intelligent Opportunity and Case Routing Based on Search Insights

3. Key Business Outcomes:

4. Improves agent efficiency by directing relevant opportunities/cases to the most qualified or available agent, leveraging search analytics, historical data, or account context.
5. Reduces customer wait times and speeds up opportunity/case resolution.

6. Enables personalized service by quickly matching agent expertise to the query context.

7. Relevant Customer Scenarios:

8. A customer requests assistance about a specific product opportunity. The system matches and routes this request to agents most familiar with that product line or with previous success in similar opportunities.
9. High-value or VIP opportunities trigger priority routing to senior agents based on opportunity attributes or account history.

10. When a user searches for opportunities in a particular language or territory, the routing engine assigns cases to multilingual or region-specific agents.

11. Business Value Delivered:

12. Up to 20% decrease in case handling times for matched expertise scenarios.
13. 10–15% increase in customer satisfaction (CSAT/NPS) for complex opportunity handling.

14. Improved conversion rates for targeted, skill-based opportunity assignment.

15. Recommended Next Steps:

16. Integrate AI-driven skill and availability profiling as metadata on agents.
17. Build routing rules and assignment models leveraging search context and historical agent performance.
18. Align routing logic with CRM opportunity data, and expand to handle multilingual or priority-based assignment.

1. Primary Use Case:

2. Seamless Agent Workload Management and Burnout Prevention

3. Key Business Outcomes:

4. Ensures agent well-being by proactively balancing workloads, leveraging search and assignment history to prevent overloading specific agents.

5. Data-driven break scheduling based on workload spikes or opportunity inflow patterns.

6. Relevant Customer Scenarios:

7. An agent handling a surge of search-generated opportunities receives system-recommended break prompts or workload redistribution.

8. Distributed workforce agents automatically receive tasks best aligned with their available hours and recent activity.

9. Business Value Delivered:

10. Up to 25% reduction in agent turnover from burnout.

11. Consistent SLA adherence and increased agent satisfaction scores.

12. Recommended Next Steps:

13. Enhance agent scheduling tools with real-time opportunity inflow analytics.
14. Enable automation for workload “health checks” and suggest/reassign cases as needed.

1. Primary Use Case:

2. Unified Omni-Channel Search and Escalation Workflow

3. Key Business Outcomes:

4. Centralizes customer opportunity or case searches across all channels (web, phone, chat) so agents have holistic context and interaction continuity.

5. Increases first contact resolution by integrating opportunity search with unified agent desktop.

6. Relevant Customer Scenarios:

7. A customer starts with an online search about their opportunity, continues the conversation via chat, and is seamlessly handed off to a phone agent with full interaction history.

8. High-priority opportunity escalations automatically travel across channels but retain search context and status.

9. Business Value Delivered:

10. 40% decrease in duplicated customer effort.

11. 30% better cross-channel CSAT results.

12. Recommended Next Steps:

13. Integrate opportunity search and case handling logic into omni-channel touchpoints.
14. Provide persistent context tokens as customers move between channels.

1. Primary Use Case:

2. Context-Aware AI-Powered Agent Assistance

3. Key Business Outcomes:

4. Automates data gathering and repetitive search tasks, allowing agents to focus on high-value activities.

5. Provides AI-driven suggestions, answers, or next actions based on search context and opportunity details.

6. Relevant Customer Scenarios:

7. During a search, AI suggests likely resolutions, upsell opportunities, or common next steps.

8. The system detects potential customer frustration in search patterns and auto-offers escalation or chat with a live agent.

9. Business Value Delivered:

10. 35% reduction in average handling time due to AI automation.

11. Increased upsell/cross-sell conversion from context-driven prompts.

12. Recommended Next Steps:

13. Deploy AI models on historical opportunity search and interaction data for better contextual suggestions.
14. Train sentiment models using search patterns to trigger proactive engagement.

1. Primary Use Case:

2. Personalized Customer Engagement Based on Account and Opportunity History

3. Key Business Outcomes:

4. Enables hyper-personalized recommendations and support by analyzing search data alongside opportunity/account metadata.

5. Empowers inclusive support via integrated language and accessibility features.

6. Relevant Customer Scenarios:

7. Customers searching for opportunities in their preferred language automatically receive localized content and agent support.

8. Agents are prompted with a customer’s prior opportunity search history, tailoring recommendations and support.

9. Business Value Delivered:

10. Up to 40% improvement in customer engagement metrics.

11. Measurable increase in self-service resolution rates.

12. Recommended Next Steps:

13. Expand search and case logging schema to capture customer preferences, accessibility needs, and journey stage.
14. Integrate translation and accessibility APIs as part of the opportunity search workflow.

1. Primary Use Case:

2. End-to-End Performance Analytics and Journey Mapping

3. Key Business Outcomes:

4. Provides dashboards for agent productivity, SLA attainment, and bottleneck identification at each opportunity search/handling stage.

5. Supports predictive staffing and performance management based on search/case inflow trends.

6. Relevant Customer Scenarios:

7. Supervisors review opportunity search trends to forecast agent needs for upcoming campaigns.

8. Real-time alerts highlight SLAs at risk based on current search and assignment backlogs.

9. Business Value Delivered:

10. 20% improvement in SLA compliance.

11. Reduced over- or under-staffing incidents by 15%.

12. Recommended Next Steps:

13. Develop unified analytics dashboards.
14. Integrate search and opportunity event data for journey mapping and predictive analysis.

1. Primary Use Case:

2. Integrated Collaboration with Third-Party and Field Service Teams

3. Key Business Outcomes:

4. Enables holistic workflow management when sales opportunities require input from external partners or field service agents.

5. Supports real-time information sharing through mobile or connected devices.

6. Relevant Customer Scenarios:

7. An agent identifies a search-related field issue and dispatches a field technician with the full opportunity background.

8. Field and contact center agents collaborate via shared mobile updates or notifications.

9. Business Value Delivered:

10. Up to 30% faster field problem resolution.

11. Reduced case bounce rates between contact center and field agents.

12. Recommended Next Steps:

13. Connect opportunity/case search workflows to mobile field service platforms (e.g., Service Cloud Field Service, partner apps).
14. Map data integration points for seamless multi-team collaboration.

1. Primary Use Case:

2. Advanced Interactive Support (Visual and AR-Enabled Assistance)

3. Key Business Outcomes:

4. Deepens agent-customer engagement with live co-browsing, screen sharing, and video walkthroughs for complex opportunities.

5. Offers real-time troubleshooting through visual tools.

6. Relevant Customer Scenarios:

7. A customer searching for support on a complex opportunity receives live co-browsing from an agent.

8. AR overlay guides for technical onboarding, with contextual instructions linked to opportunity data.

9. Business Value Delivered:

10. Improved first-time resolution for complex issues by 25%.

11. Enhanced agent confidence and customer trust during interactions.

12. Recommended Next Steps:

13. Integrate video, co-browsing, or AR support tools into search and assignment flows.
14. Test in pilot programs for high-value customer segments.

1. Primary Use Case:

2. Scalable Business Continuity and Crisis Response

3. Key Business Outcomes:

4. Ensures customer support capacity during crises (e.g., spikes following product recalls) by dynamic re-routing and temporary rule activation.

5. Supports sensitive search/case management with secure escalation channels.

6. Relevant Customer Scenarios:

7. Surge in opportunity-related queries triggers priority reallocation and backup agent activation.

8. Sensitive or financial disputes routed through secure, restricted workflows.

9. Business Value Delivered:

10. Maintains SLA and service quality during incident spikes.

11. Protects sensitive customer data and aids in regulatory compliance.

12. Recommended Next Steps:

13. Build configurable escalation and rule engines for crisis activation.
14. Enable secure workflow modules for handling sensitive or regulated inquiries.

1. Primary Use Case:

2. Emerging Use Cases: Sustainability and Accessibility-Oriented Support

3. Key Business Outcomes:

4. Drives brand differentiation by aligning service workflows with sustainability and inclusivity commitments.

5. Relevant Customer Scenarios:

6. Customer search for eco-friendly opportunities is routed to green product specialists.

7. Customers with accessibility needs get prioritized support or agent assignment based on real-time detection.

8. Business Value Delivered:

9. Increases satisfaction and conversion among eco-conscious and accessibility-focused segments by 10% or more.

10. Supports compliance and broadens potential market.

11. Recommended Next Steps:

12. Tag opportunity and product metadata for sustainability and inclusivity.
13. Train agents or develop AI models for specialized segment handling.
14. Integrate with diversity, equity, and inclusion (DEI) initiatives and reporting systems.

Diagram