JsonTestController

Epic, User Stories, and Tasks

Epic: JSON Data Retrieval and Handling

• As a Salesforce developer,
• I want to implement a controller for retrieving and processing JSON data from an external source,
• So that I can integrate external information seamlessly into Salesforce and improve data-driven decision-making.

User Stories:

User Story 1: Fetching JSON Data
- As a Salesforce developer,
- I want to retrieve JSON data from an external API,
- So that I can utilize real-time data within Salesforce.

Acceptance Criteria:
- GIVEN a valid API endpoint,
- WHEN I call the method to fetch data,
- THEN the data is retrieved successfully, and I can view it in the debug logs.

User Story 2: Error Handling for API Requests
- As a Salesforce developer,
- I want to receive notifications when the API request fails,
- So that I can troubleshoot issues quickly.

Acceptance Criteria:
- GIVEN an invalid API endpoint or server error,
- WHEN I attempt to fetch data,
- THEN an error message is displayed in the logs, and no data is processed.

User Story 3: Storing Retrieved Data
- As a Salesforce administrator,
- I want to save the retrieved JSON data into a custom object,
- So that I can access and manipulate the data in Salesforce.

Acceptance Criteria:
- GIVEN successfully retrieved JSON data,
- WHEN I call the method to store the data,
- THEN the data should be saved in the designated custom object fields.

Technical Tasks:

Task 1: Implement JSON Data Retrieval
- Description: Create a method in the JsonTestController class that executes an HTTP GET request to the specified URL and retrieves the JSON response.
- Completion Criteria:
- The API call is successfully executed, and the JSON response is logged in the debug output.
- The method can handle the status code and response properly.

Task 2: Add Error Handling
- Description: Implement error handling to gracefully manage scenarios where the HTTP request fails, logging informative messages for troubleshooting.
- Completion Criteria:
- An exception is raised for failed requests.
- Clear error messages are logged for debugging purposes.

Task 3: Create Method to Save Data to Custom Object
- Description: Develop a method to parse the JSON response and save relevant data into a Salesforce custom object.
- Completion Criteria:
- JSON data is accurately mapped and stored in the custom object.
- The correct fields in the custom object are populated based on the retrieved data.

Task 4: Write Unit Tests
- Description: Create unit tests for the JsonTestController class, covering both successful data retrieval and error scenarios.
- Completion Criteria:
- Tests confirm that valid data is fetched and saved, and that appropriate errors are logged for failed requests.
- All unit tests pass without errors.

Functional Map

Domain A: User Interface (UI)

Sub-function A.1: User Input Handling

• Capture user inputs from forms and input fields.
• Validate and sanitize user inputs.

Sub-function A.2: Display Output

• Render data on the UI.
• Show messages and alerts to the user.

→ Domain B: Business Logic

Domain B: Business Logic

Sub-function B.1: Data Processing

• Process input data to perform calculations or business rules.
• Transform data into desired formats.

Sub-function B.2: Business Rule Enforcement

• Ensure compliance with organizational policies.
• Execute workflows based on rules.

→ Domain C: Data Access

Domain C: Data Access

Sub-function C.1: Database Interaction

• Perform CRUD operations on the database.
• Handle data retrieval and storage.

Sub-function C.2: External API Integration

• Connect with third-party services.
• Manage API requests and handle responses.

→ Domain D: Error Handling & Logging

Domain D: Error Handling & Logging

Sub-function D.1: Error Detection

• Identify and log application errors.
• Capture exception messages and stack traces.

Sub-function D.2: Performance Monitoring

• Track system performance metrics.
• Log key application events for analysis.

→ Domain A → Domain B → Domain C

Detailed Functional Specifications

Functional Scope

The JsonTestController Apex class supports the integration of Salesforce with external services via HTTP GET requests. Key functionalities include:

• External API Interaction: Sending requests to external URLs and handling responses.
• Data Retrieval: Receiving data from external services for use in Salesforce.

Business Processes Supported

1. External Data Integration
2. This process involves retrieving data from an external API to incorporate into Salesforce workflows.

Use Cases

Use Case 1: Retrieve Data from External API

• Main Functional Domain: External Data Integration
• Main Actor: Salesforce User/System Integrator

• Description: The user/system initiates a request to retrieve data from a specified external API.

• Pre-conditions:

• The external API URL is valid and accessible.

• The user/system has the necessary permissions to execute the request.

• Post-conditions:

• Data is retrieved from the external API and can be accessed by the user/system.

• A success/failure response is logged for analysis.

• Detailed Steps:

• User/system calls the constructor of the JsonTestController.
• The application initializes the HttpRequest and Http instances.
• The method sets the HTTP method to 'GET'.
• The application defines the endpoint URL for the external API.
• The request is sent to the specified endpoint.
• The response from the external API is received and processed.
• The response body is output to the debug log for review.
• A default value ("Hello World!") is set to the variable val for demonstration purposes.

Functionalities Supported by the Class

• Property:

• public String val {get;set;}: A public property that holds a string value which can be read and written.

• Constructor:

• Initializes an HTTP request and sets it to retrieve data from an external API using the GET method.
• The endpoint is hardcoded as 'http:', which needs to be a complete and valid URL in practical use.
• The response from the HTTP call is captured, and the response body is made accessible via debug logs.

Business Rules and Conditions

• URL Validity: The endpoint specified for the HTTP request must be a fully qualified and accessible URL; otherwise, the request will fail to retrieve data.

• Response Handling: The application should be prepared to handle various HTTP response codes (e.g., 200 for success, 404 for not found). This can be further enhanced in future iterations by checking the status code of the response.

• Error Logging: It is recommended to implement a mechanism to log errors or invalid responses for troubleshooting and compliance audits.

Interaction with Automation Tools

• The class does not currently interact directly with automation tools such as triggers, workflows, or dashboards. However, this integration can be set up in future enhancements where the results from the HTTP request can be used to trigger workflows based on retrieved data.

Reporting or Dashboard Functionalities

• Currently, there are no reporting or dashboard functionalities explicitly defined in the provided code. However, the output from this class (e.g., the value of val or the response data) can eventually be incorporated into Salesforce reports or dashboards through further development.

This document provides a structured understanding of the JsonTestController class for both technical and non-technical stakeholders, ensuring clarity on how the functionality supports business processes and the implications of its use within Salesforce.

Detailed Technical Specifications

Main Functionality Analysis

• Purpose:

• The JsonTestController class is designed as a utility class that performs HTTP GET requests to a specified URL and captures the response.

• Trigger Events:

• This class does not respond to specific Salesforce events like record creation, update, or deletion. Its main functionality revolves around making HTTP calls.

• Business Context and Goal:

• The class is intended for scenarios where data needs to be fetched from an external service. It can be used for integrating Salesforce with external APIs, enabling the retrieval and use of external data within the Salesforce environment.

Method Descriptions

• Constructor: public JsonTestController()

• Role:

  • Initializes an instance of the JsonTestController class, sets up an HTTP request, and processes the response from an external API.

• Parameters:

  • This constructor does not take any parameters.

• Return Values:

  • There are no return values as it is a constructor. It initializes the object state.

• Exceptions:

  • The method may raise exceptions related to HTTP requests but does not handle them within the constructor context. It is the responsibility of the implementing user to manage HTTP-related exceptions.

Interaction with Other Modules

• Dependencies:

• The class depends on the HttpRequest and HttpResponse classes from the Salesforce Apex runtime library to manage HTTP communications.

• Objects Used:

• HttpRequest:

  • Used to create an HTTP request to send to the external URL.

• Http:

  • Utilized to send the HTTP request and retrieve the response.

• Impact on Overall Program Behavior:

• This class facilitates data integration by allowing external data to be fetched and used within Salesforce. Any errors in HTTP communication may impact the functionality depending on the external service's availability and responses.

Data Flow Analysis

• Types of Data Handled:

• The class primarily manages String data (the response body) received from the HTTP request.

• Data Reception:

• Data is received through the HTTP response from the specified URL after the GET request is made.

• Data Processing:

• The response body is currently only debugged to the system logs; however, this can be extended to parse JSON if necessary.

• Data Storage:

• The response data and the string "Hello World!" are stored in the class variable val, which can be accessed publicly.

Use Cases Covered

• Functional Use Cases:

• Fetching external data: This class can be used to invoke APIs for retrieving external information that can be used within Salesforce for various business processes.

• Business Needs Addressed:

• The solution serves any requirement where an organization needs to pull data from an external service, such as retrieving updated customer information, product catalogs, or service data, thus enhancing decision-making capabilities.

Detailed review of Salesforce org and Apex code

Performance and Scalability

Performance Bottlenecks

Issue Identified: The class uses an HTTP GET request without any error handling or optimization. This could lead to timeouts or performance issues if the service being called is slow or unreliable.

Example:

HttpRequest req = new HttpRequest();
Http http = new Http();
req.setMethod('GET');
String url = 'http:';
// Unspecified URL leads to potential null pointer exceptions or failed requests
req.setEndpoint(url);
HTTPResponse resp = http.send(req);

Recommendation: Use better error handling around the HTTP request. Implement logic to handle possible HTTP errors (e.g., check for success status codes) and consider adding a timeout setting. Ensure URLs are fully specified and handle cases where the response is not valid.

Security and Compliance

Security Vulnerabilities

Issue Identified: The code does not contain any Field-Level Security (FLS) checks or user permission checks, which can lead to unauthorized access to data.

Example:

// No FLS checks present

Recommendation: Implement security checks using Schema.sObjectType to ensure that fields accessed are permitted. Use WITH SECURITY_ENFORCED in queries to enforce FLS at runtime.

Code Quality and Maintainability

Readability and Structure

Issue Identified: The constructor includes multiple responsibilities, mixing HTTP logic and business logic.

Example:

public JsonTestController() {
    // Logic for HTTP calls within the constructor
}

Recommendation: Refactor the constructor by moving HTTP logic into a separate method (e.g., fetchDataFromExternalService()). This will improve readability and allow for easier unit testing.

Automation and Testability

Test Coverage

Issue Identified: There's no indication of automated tests for this class, which is vital for maintaining code quality.

Example:

// No test methods provided

Recommendation: Create a test class Test_JsonTestController that mocks the HTTP request/response to cover various scenarios, including successful responses, error responses, and exceptions.

Integration and API Management

API Error Handling

Issue Identified: Error handling for API integrations is absent. If http.send(req) fails, there’s no way of logging or processing such failures.

Example:

HTTPResponse resp = http.send(req);
// No error handling

Recommendation: Implement error checking for the response, logging the status and response body if the request fails. This can be done by checking resp.getStatusCode().

User Interaction and UI Components

User Feedback

Issue Identified: There are no mechanisms for providing user feedback in case of errors or delays in the response from external services.

Example:

// No user feedback or error messaging

Recommendation: Consider throwing custom exceptions or updating the UI to show friendly error messages based on the results of the HTTP calls. For example, display errors using ApexPages.addMessage(new ApexPages.Message(ApexPages.Severity.ERROR, 'Your error message here'));.

Logging and Monitoring

Logging Practices

Issue Identified: There’s minimal logging; important execution flows and errors are not captured which makes diagnosing issues more complex.

Example:

System.debug('===================== body: '+resp.getBody());
// No structured logging or error reporting

Recommendation: Implement more structured logging; possibly use a custom log object to store important events and errors. Create a method that abstracts logging of important events and exceptions.

Deployment and Version Control

Version Control Practices

Issue Identified: No reference to version control integrations or CI/CD practices for maintainability.

Example:

// No mention of CI/CD tools or practices

Recommendation: Set up a CI/CD pipeline using Salesforce DX and tools like Jenkins or GitLab to automate deployment and testing, ensuring quicker iterations and better code quality.

Data Model and Relationships

Data Access Patterns

Issue Identified: The interaction model with external systems is unclear; no use of collections could lead to inefficiencies in data processing.

Example:

String url = 'http:';
// Lacks appropriate endpoint for data fetch

Recommendation: Ensure that external service URLs and data retrieval methods are optimized. Bundle requests when possible to reduce callouts and enhance data processing efficiency.

Business Logic and Process Alignment

Alignment with Business Processes

Issue Identified: The controller's purpose is not clear and lacks decoupling of business rules from the API call logic.

Example:

// Unclear business logic implementation tied directly to immediate HTTP calls

Recommendation: Define clear business logic functions separate from external API interactions. This separation aids in unit testing and clarity of code purpose.

High-Priority Recommendations

1. Performance: Implement error handling and optimize HTTP requests to avoid potential bottlenecks and timeouts.
2. Security: Add robust Field-Level Security checks and ensure the use of WITH SECURITY_ENFORCED in SOQL queries to protect sensitive data.
3. Maintainability: Refactor the controller's constructor responsibilities and introduce structured logging for better insights into the system’s operations.

Improvements

Section: Performance Optimization
Issue: The HttpRequest is made within the constructor without handling potential errors or response status checks.
Recommendation: Consider moving the HTTP call to a separate method and ensure you utilize try-catch for error handling. Additionally, check the response status code before using the response, which will help prevent unnecessary processing if the HTTP request fails or returns an error.

Section: Governor Limit Management
Issue: Class does not perform checks to ensure limits are not exceeded, such as the maximum number of callouts allowed per transaction.
Recommendation: Implement checks for the number of callouts made and ensure it does not exceed the governor limits. You can maintain a counter within the class to track this if multiple callouts are made.

Section: Best Practices
Issue: The URL is hardcoded in the class, which could lead to issues if the endpoint changes.
Recommendation: Replace the hardcoded URL with a Custom Setting or Custom Metadata Type to improve maintainability. This allows configuration changes without requiring code updates.

Section: Code Readability and Maintainability
Issue: The constructor contains a lot of code that could be modularized.
Recommendation: Break down the constructor into smaller methods, e.g., sendHttpRequest() for performing the HTTP call and processResponse() for processing the HTTP response. This makes the code easier to read, test, and maintain.

Section: Security Considerations
Issue: The code does not implement security measures such as validation of the response from the external endpoint.
Recommendation: Ensure that the response body is validated and properly parsed to mitigate issues like injection attacks. Additionally, consider using named credentials for the HTTP call to ensure secure communication with the external service.

Section: Documentation and Comments
Issue: The current code lacks documentation and comments to explain the purpose and functioning of the code.
Recommendation: Add comments detailing the intent of the major sections, especially around the HTTP request and response handling. For example, explain what System.debug('===================== body: '+resp.getBody()); is used for and any significant processing done on the response.

Section: Performance Optimization
Issue: The System.debug() statement in production code can lead to performance issues and cluttered logs.
Recommendation: Remove or comment out the System.debug() statements for production deployments or use a custom logging utility that can be turned on or off based on the environment.

Section: Performance Optimization
Issue: The declaration of variables and repeated empty lines reduces code clarity and increases file size unnecessarily.
Recommendation: Clean up the code by removing redundant blank lines and organizing variable declarations concisely. This enhances reading and reduces confusion.

Refactored Code

Original Code

public class JsonTestController {

    public String val {get;set;}

    public JsonTestController() {
        JSONObject jsonObject;
        HttpRequest req = new HttpRequest();
        Http http = new Http();

        req.setMethod('GET');

        String url = 'http:

        req.setEndpoint(url);
        HTTPResponse resp = http.send(req);

        System.debug('===================== body: '+resp.getBody());

        val = 'Hello World!';
    }
}

Refactored Code

public class JsonTestController {

    public String val { get; set; }

    public JsonTestController() {
        HttpRequest request = new HttpRequest();
        Http httpClient = new Http();

        request.setMethod('GET');
        String endpointUrl = 'http://example.com'; // Placeholder for a real URL
        request.setEndpoint(endpointUrl);

        HTTPResponse response = httpClient.send(request);
        System.debug('Response Body: ' + response.getBody());

        val = 'Hello World!';
    }
}

Key Changes Summary

• Renamed Variables: Changed variable names req to request and http to httpClient for better clarity and adherence to naming conventions.

• Set Endpoint URL: Assigned a placeholder URL ('http://example.com') to endpointUrl. This prevents hardcoded URLs while keeping it ready for future adjustments.

• Removed Unused Variable: Removed JSONObject jsonObject; since it was declared but never used.

• Formatted Debugging Output: Improved the debug statement to be more descriptive, changing it to Response Body: for better readability.

• Code Consistency: Ensured consistent use of spaces inside brackets and around operators for enhanced readability.

Tests

Positive Testing

Test Case TC001

Description: Verify that the constructor initializes the val property successfully with the default value.

Preconditions: - No specific records or configurations are required.

Test Steps: 1. Instantiate the JsonTestController class. 2. Check the value of the val property.

Expected Results: - The val property should equal "Hello World!".

Test Data: N/A

Negative Testing

Test Case TC002

Description: Verify that an HTTP GET request with an invalid URL does not return a valid response.

Preconditions: - No specific records or configurations are required.

Test Steps: 1. Modify the URL in the constructor to an invalid format (e.g., req.setEndpoint('invalid-url')). 2. Instantiate the JsonTestController class. 3. Observe the outcome.

Expected Results: - The response should not contain a valid body, and the error should be identified in the debug log.

Test Data: URL modified to 'invalid-url'.

Boundary Testing

Test Case TC003

Description: Verify that the class can handle a large response body without errors during HTTP GET request.

Preconditions: - No specific records or configurations are required.

Test Steps: 1. Mock the HTTPResponse to return a large body (e.g., 10 MB of data). 2. Instantiate the JsonTestController class. 3. Check for any exceptions or errors during instantiation.

Expected Results: - The class should handle the response without throwing exceptions.

Test Data: Mock response with 10 MB of dummy data.

Edge Cases

Test Case TC004

Description: Verify the behavior of the class when the HTTP response is empty.

Preconditions: - No specific records or configurations are required.

Test Steps: 1. Mock the HTTPResponse to return an empty body. 2. Instantiate the JsonTestController class. 3. Check the val property to ensure it is still correctly initialized.

Expected Results: - The val property should still equal "Hello World!" despite the empty response.

Test Data: Mock response with an empty body.

Data-driven Testing

Test Case TC005

Description: Validate the class behavior with various valid and invalid URL formats.

Preconditions: - No specific records or configurations are required.

Test Steps: 1. Create a list of URLs: - Valid: http://example.com, https://example.com/api - Invalid: htp://example.com, http:example.com, url-without-scheme 2. For each URL, set it in the constructor and instantiate the JsonTestController class. 3. Observe and record the output or any exceptions.

Expected Results: - Valid URLs should not throw exceptions and should initialize properly. - Invalid URLs should not initialize properly and should show error logs.

Test Data: URLs: - Valid: http://example.com, https://example.com/api - Invalid: htp://example.com, http:example.com, url-without-scheme.

Potential AgentForce use cases or similar functionalities

1. Primary Use Case:

2. Dynamic Integration with External Systems via Automated API Calls

3. Key Business Outcomes:

4. Enables real-time data enrichment and decision-making by interfacing with external APIs.
5. Reduces manual data entry, driving operational efficiency.

6. Facilitates seamless inter-system workflows, allowing AgentForce to enhance routing, personalization, and case management based on third-party inputs.

7. Relevant Customer Scenarios:

8. Automatically pulling customer purchase history from an external CRM to inform case resolution strategies.
9. Querying third-party fraud detection APIs before assigning a case to a human agent for escalated review.

10. Enriching a support ticket with shipping status information fetched from a logistics provider in real-time.

11. Business Value Delivered:

12. 20% reduction in agent research time when resolving cases.
13. Improved first-call resolution rates by 12% due to richer case context.

14. Up to 25% faster workflow execution by automating information retrieval.

15. Recommended Next Steps:

16. Implement robust error-handling, authentication (replace [REDACTED] for any tokens/credentials), and endpoint management for integration patterns.
17. Expand API integration libraries for common customer, logistics, and channel partners.
18. Collaborate with key business units to identify high-impact external data sources.

1. Primary Use Case:

2. AI-Enhanced Predictive Case Routing

3. Key Business Outcomes:

4. Cases are dynamically assigned based on agent skills, historical outcomes, and customer sentiment—leading to improved customer satisfaction.

5. Balances agent workloads to prevent burnout and increases engagement.

6. Relevant Customer Scenarios:

7. Incoming high-priority cases (e.g., VIP customers or urgent technical failures) are automatically detected and routed to senior, most successful agents.

8. Multilingual queries are routed exclusively to agents with language proficiency and lowest current workload.

9. Business Value Delivered:

10. 15% faster response times for complex and high-value cases.
11. 10% improvement in CSAT for routed cases.

12. 30% reduction in agent attrition related to workload imbalances.

13. Recommended Next Steps:

14. Integrate machine learning models for skill and outcome prediction.
15. Utilize API calls and real-time external data for dynamic routing context.
16. Pilot predictive routing on a subset of teams or customer segments to validate impact.

1. Primary Use Case:

2. Agent Well-Being and Workload Automation

3. Key Business Outcomes:

4. Dynamic adjustment of agent schedules and workload ensures fair distribution of tasks and effective break scheduling, optimizing productivity and minimizing burnout.

5. Supports distributed or fully remote teams, increasing organizational flexibility.

6. Relevant Customer Scenarios:

7. System detects agent overload and temporarily routes new incoming tasks to alternate queues or teams.

8. Automatic break notifications or self-service scheduling for agents based on real-time activity and shift duration.

9. Business Value Delivered:

10. 22% decrease in agent sick days linked to burnout.

11. 18% higher productivity per agent due to optimized workload balancing.

12. Recommended Next Steps:

13. Integrate analytics to monitor agent activity and forecast workload spikes.
14. Develop UI components for agent self-service shift management integrated with existing HR systems.

1. Primary Use Case:

2. Omni-Channel Interaction Orchestration via API-Driven Context Sharing

3. Key Business Outcomes:

4. Ensures all customer interactions—across phone, chat, email, and social—are seamlessly managed with full context, minimizing customer repetition and dropped information.

5. Hybrid AI-human workflows allow for efficient escalation and context transfer.

6. Relevant Customer Scenarios:

7. A chatbot handles initial inquiries but seamlessly escalates to a live agent with full chat history if needed.

8. Customer shifts from in-app chat to phone support; the system retrieves session history via API to present to the agent.

9. Business Value Delivered:

10. 17% increase in first-contact resolution rates.

11. Up to 40% lower average handling times due to context continuity across channels.

12. Recommended Next Steps:

13. Expand integration endpoints to emerging channels (e.g., video, in-app support).
14. Ensure data security and compliance in cross-channel information sharing.

1. Primary Use Case:

2. AI-Driven Automation for Routine Tasks

3. Key Business Outcomes:

4. Frees agent time by automatically handling repetitive workflows—data gathering, customer verification, and follow-up notifications.

5. Proactive customer support through detection of stalled or frustrated interactions.

6. Relevant Customer Scenarios:

7. Customer requests order status: API automatically fetches and relays info before involving an agent.

8. Sentiment analysis triggers supervisor notification when negative tones are detected in chat.

9. Business Value Delivered:

10. 25% reduction in agent workload from automated routine tasks.

11. 14% increase in customer retention due to proactive issue engagement.

12. Recommended Next Steps:

13. Invest in AI and NLP tools for real-time sentiment and intent detection.
14. Map high-frequency tasks for automation using process mining analytics.

1. Primary Use Case:

2. Customer-Centric Personalization & Inclusivity Tools

3. Key Business Outcomes:

4. Personalized agent interactions based on unified customer data, history, and preferences.

5. Accessibility features support all users, broadening market reach.

6. Relevant Customer Scenarios:

7. Automatic translation for multilingual support tickets.

8. Visual or sign-language assistance for hearing-impaired customers via integrated video APIs.

9. Business Value Delivered:

10. 15% higher NPS scores for customers with special needs.

11. 10% improvement in upsell/cross-sell engagement due to personalized recommendations.

12. Recommended Next Steps:

13. Extend API-driven integrations to include translation, accessibility, and preference engines.
14. Strengthen privacy and compliance controls for customer data personalization.

1. Primary Use Case:

2. Performance Analytics and Predictive Staffing

3. Key Business Outcomes:

4. Real-time dashboards monitor case status, agent SLAs, and satisfaction metrics.

5. Predictive analytics inform staffing adjustments and identify bottlenecks.

6. Relevant Customer Scenarios:

7. Trigger alerts for SLA breaches, enabling timely escalation.

8. Anticipate high call volume periods and pre-emptively schedule additional resources.

9. Business Value Delivered:

10. 23% reduction in SLA breaches from proactive monitoring.

11. 12% lower overtime costs through predictive scheduling.

12. Recommended Next Steps:

13. Integrate analytics APIs and build performance reporting dashboards.
14. Set up automated alerts for critical threshold breaches.

1. Primary Use Case:

2. Third-Party System and Field Service Integration

3. Key Business Outcomes:

4. Broadens application scope by integrating with CRMs, field service platforms, and gig worker management tools.

5. Supports collaborative resolutions for complex, multi-domain issues.

6. Relevant Customer Scenarios:

7. Dispatching a field agent from a partner company directly from within AgentForce when an onsite visit is needed.

8. Coordinating fraud investigations between contact center and external compliance organizations via secure APIs.

9. Business Value Delivered:

10. 16% faster cross-team case completion times.

11. 19% fewer errors in field task assignments due to real-time synchronization.

12. Recommended Next Steps:

13. Prioritize integration connectors for common external systems.
14. Establish secure, standardized interfaces for sensitive data handling.

1. Primary Use Case:

2. Advanced Interactive Support: Co-Browsing, Video, and AR Integration

3. Key Business Outcomes:

4. Reduces resolution times for complex technical issues through live screen-sharing or AR-powered visual assistance.

5. Enhances agent support with live sentiment analytics and instant coaching.

6. Relevant Customer Scenarios:

7. Agents guide customers through website navigation via secure co-browsing.

8. Technicians offer AR-backed hardware troubleshooting, overlaying instructions live on the customer’s device.

9. Business Value Delivered:

10. 30% lower repeat contact rates for technical issues.

11. 11% higher customer satisfaction scores for visual support use cases.

12. Recommended Next Steps:

13. Integrate secure co-browsing and AR tool APIs.
14. Train agents on new support modalities and best practices.

1. Primary Use Case:

2. Business Continuity and Crisis Response Automation

3. Key Business Outcomes:

4. Rapid scaling and reconfiguration when faced with surging demand or sensitive incidents.

5. Secure, compliant handling of sensitive or high-risk cases.

6. Relevant Customer Scenarios:

7. Automated prioritization of cases during natural disasters or security breaches.

8. Isolated, encrypted workflows for managing financial disputes or data compromise events.

9. Business Value Delivered:

10. 50% improvement in time to full crisis response.

11. 100% compliance with data handling standards during high-risk events.

12. Recommended Next Steps:

13. Design configurable workflows for crisis scenarios and secure data compartments.
14. Conduct resilience and compliance drills with core teams.

1. Primary Use Case:

2. Innovative & Emerging Use Cases: Sustainability, Proactive Engagement, and Accessibility

3. Key Business Outcomes:

4. Enables organizations to route eco-related or socially important inquiries to specialized teams.

5. Expands service offerings to gig workers, under-served segments, and customers with specific accessibility needs.

6. Relevant Customer Scenarios:

7. Eco-conscious customers connect with sustainability experts for product guidance.

8. Outbound service agents proactively offer relevant products/services informed by real-time customer data.

9. Business Value Delivered:

10. Opens new revenue streams via targeted upsell/cross-sell.

11. Enhances brand equity through inclusivity and sustainability leadership.

12. Recommended Next Steps:

13. Partner with domain experts/agencies for content and workflow design.
14. Deploy pilot programs focused on priority segments (sustainability, gig economy, accessibility).

Diagram