ActionFunctionDemoController

Epic, User Stories, and Tasks

Epic: Cat3 Record Management

• As a Salesforce user,
• I want to create and save Cat3 records,
• So that I can manage and track these records effectively in the system.

User Stories:

User Story 1: Creating a Cat3 Record

• As a Salesforce user,
• I want to create a new Cat3 record with a provided name and Cat2 relationship,
• So that I can store relevant information for future use.

Acceptance Criteria:

• GIVEN I am on the Cat3 creation page,
• WHEN I fill out the necessary fields and submit,

• THEN a new Cat3 record should be created successfully.

• [ ] The Cat3 record is saved to the database.

• [ ] A success message is displayed with the new record's ID.

User Story 2: Handling Errors During Record Creation

• As a Salesforce user,
• I want to be notified if an error occurs during the creation of a Cat3 record,
• So that I can correct any issues immediately.

Acceptance Criteria:

• GIVEN I attempt to create a Cat3 record with invalid data,
• WHEN the record creation fails,

• THEN an appropriate error message should be displayed.

• [ ] The error message clearly explains the issue.

• [ ] No partial record is created in the database.

Technical Tasks:

Task 1: Implement Cat3 Record Creation Logic

• Description: Develop the save method in ActionFunctionDemoController to insert Cat3 records based on user input.

• Completion Criteria:

• The save() method successfully inserts a new Cat3 record.

• A success message is generated displaying the record ID.

Task 2: Implement Exception Handling for Errors

• Description: Enhance the save() method to catch exceptions and provide meaningful feedback to the user when an error occurs.

• Completion Criteria:

• An exception is properly caught and handled.

• An error message is displayed to the user on the interface.

Task 3: Create Unit Tests for Cat3 Record Functionality

• Description: Write unit tests for the ActionFunctionDemoController to ensure the logic for creating records and error handling works as intended.

• Completion Criteria:

• A test case verifies that a Cat3 record can be created with valid input.

• A test case ensures an error is raised and handled correctly when invalid data is provided.

Functional Map

Domain A: Data Management

Sub-function A.1: Object Creation

Sub-function A.2: Object Insertion

→ Domain B: User Interface

Domain B: User Interface

Sub-function B.1: Display Messages

Sub-function B.2: Handle User Inputs

→ Domain C: Error Handling

Domain C: Error Handling

Sub-function C.1: Capture Exceptions

Sub-function C.2: Display Error Messages

→ Domain A (Feedback Loop)

Domain D: Business Logic

Sub-function D.1: Validate Data

Sub-function D.2: Process Business Rules

→ Domain A (Dependency for Data Management)

→ Domain B (Dependency for User Interface)

→ Domain C (Dependency for Error Handling)

Detailed Functional Specifications

Functional Scope

• Business Processes Supported:
• Data Management: The class primarily handles the creation of custom object records (in this case, Cat3__c) within Salesforce.

Use Cases

Use Case 1: Create a New Cat3 Record

• Main Functional Domain: Data Management
• Main Actor: User (Salesforce Admin or Opportunity Manager)
• Description: This use case describes the process of creating a new record for the Cat3__c object using the controller's save() method.
• Pre-conditions:
• The user has permission to create records in the Cat3__c object.

• Necessary fields in the Cat3__c object have been correctly initialized.

• Post-conditions:

• A new Cat3__c record is created and inserted into the Salesforce database.

• A success message or error message is generated based on the operation's outcome.

• Detailed Steps:

• The user interacts with the user interface to initiate the save action.
• The save() method is called.
• The system attempts to insert the cat object (instance of Cat3__c).
• If the insertion is successful:
  • A success message is generated including the ID of the newly created record.
• If the insertion fails:
  • An error message is generated indicating the nature of the error.
• The method returns null which keeps the user on the current page.

Functionalities Supported by the Class

• Properties:
• public Cat3__c cat {get;set;}: This property represents the instance of the Cat3__c object to be created.

• public String message {get;set;}: This property holds feedback messages (either success or error) related to the create operation.

• Methods:

• public ActionFunctionDemoController(): Constructor that initializes the cat object and sets a default message.
  • Function: Prepares the initial state of the controller.
• public PageReference save(): Method responsible for saving the cat object to the Salesforce database.
  • Operation:
  • Attempts to insert the cat object. If successful, it generates a success message. If there’s an exception, it captures the error and sets the message property accordingly.

Business Rules and Conditions

• A record of Cat3__c must include required fields that are defined in the Salesforce schema.
• The system must handle exceptions during the insert operation gracefully, ensuring that users receive relevant error messages.
• Proper user permissions must be enforced before performing the insert operation (defined by Salesforce sharing rules).

Interaction with Automation Tools

• Exception Handling:
• The ApexPages.addMessages(e) method is used for displaying error messages to users seamlessly. This ensures that users are informed of any issues encountered during the save operation without disrupting the user experience.

Reporting or Dashboard Functionalities

• The class does not directly interact with reporting or dashboards, but the successful creation of Cat3__c records can potentially be used in various reporting tools available within Salesforce by leveraging the newly inserted records. The handling of messages can help in tracking whether the save operation was successful or failed.

By documenting these specifications with the detail and clarity provided, both technical and non-technical stakeholders can effectively understand and maintain the system.

Detailed Technical Specifications

Main functionality analysis:

• This class, ActionFunctionDemoController, is a Salesforce Apex controller designed to facilitate actions related to the custom Salesforce object Cat3__c.

• It serves as a utility controller for a Visualforce page, enabling the creation of Cat3__c records and displaying messages to users based on the outcome of the operations.

• The main business goal of this class is to streamline the process of inserting new records for the Cat3__c object while providing immediate feedback to users regarding the success or failure of the operation.

Method descriptions:

Constructor: ActionFunctionDemoController()

• Purpose:

• Initializes a new instance of the controller by creating a new Cat3__c record with default values.

• Details:

• cat: This is an instance of the custom object Cat3__c, initialized with a name of 'Some Value' and a reference to another object identified by Cat2__c='a0B70000002PuK2EAK'.

• message: Initialized with the default message 'Try again!!'.

Method: save()

• Purpose:

• Handles the functionality to insert the Cat3__c object created during initialization into the database.

• Parameters:

• None.

• Return Value:

• Returns a PageReference, which is null in this instance, meaning it reloads the current page without redirecting.

• Exception Handling:

• If an exception occurs during the insertion process, it captures the exception via the catch block, adds error messages to the page, and updates the message property with a descriptive error message derived from the caught exception.

Interaction with other modules:

• The class directly interacts with:
• The custom object Cat3__c, which is critical for the functionality it provides.

• Salesforce's ApexPages class to add messages to the user interface, allowing for user feedback based on success or failure of the insert operation.

• Dependencies:

• This class relies on the existence of the Cat3__c object and its schema, as well as the method ApexPages.addMessages() for user message display.

Data flow analysis:

• Data Types:

• The code handles the custom object Cat3__c, which represents a Salesforce object containing attributes defined in its schema.

• Data Processing:

• Insertion: The cat object is created with default values and then attempted to be inserted into the database within the save() method.

• Validation:

  • Salesforce automatically handles validation rules and triggers defined on the Cat3__c object during the insertion.

• Storage:

• If the insertion is successful, the cat.id is utilized to inform the user of the successful record creation. Otherwise, an error message is generated based on the exception encountered.

Use cases covered:

• This controller addresses the business need of allowing users to create new instances of the custom object Cat3__c directly from a Visualforce page.

• Specifically, it meets the following functional use cases:

• Creation of Cat3__c records with predefined values.

• Providing feedback to users on both successful creation (insert success message) and error scenarios (error message when insertion fails).

• Overall, this functionality enhances user interaction by facilitating efficient record creation while offering immediate feedback to guide users through their actions.

Detailed review of Salesforce org and Apex code

Performance and Scalability

Performance Bottlenecks

Issue Identified: The save() method directly performs an insert operation without checking for bulk operations, which can lead to performance issues and exceed governor limits when handling multiple requests simultaneously.

Example:

public PageReference save() { 
    try {
        insert cat; // Single insert without bulk handling
    } catch (Exception e) {
        ApexPages.addMessages(e);
        message = 'Whoops! An error occurred -- ' + e.getMessage();
    }
    return null;
}

Recommendation: - Refactor the save() method to handle a collection of Cat3__c records instead of a single instance. - Implement bulkification to support multiple records in a single transaction. For example, change the method to accept a list of Cat3__c objects and process them in bulk:

public PageReference save(List<Cat3__c> cats) {
    try {
        insert cats; // Bulk insert
        message = 'Insert successful! -- Records inserted: ' + cats.size();
    } catch (Exception e) {
        ApexPages.addMessages(e);
        message = 'Whoops! An error occurred -- ' + e.getMessage();
    }
    return null;
}

Security and Compliance

Data Security

Issue Identified: The current code does not enforce field-level security (FLS) or object-level security to ensure that users can only modify fields they have access to.

Example:

insert cat; // No FLS checks before DML operation

Recommendation: - Implement CRUD/FLS checks to ensure that only users with the necessary permissions can insert or update Cat3__c records. For instance, check:

if (Schema.sObjectType.Cat3__c.fields.Name.isUpdateable()) {
    cat.Name = 'Some Value'; // Only proceed if the field is updatable
}

Code Quality and Maintainability

Readability and Standards

Issue Identified: The code lacks comments and structured naming conventions, making it less maintainable and lowering readability.

Recommendation: - Ensure consistency with naming conventions and add comments to describe the purpose of the methods and class. - Refactor the class name to indicate its purpose better. Example:

public with sharing class Cat3Controller {
    // Class to handle Cat3__c actions
}

• Add method-level documentation:

/**
 * Saves Cat3__c records to the database.
 * 
 * @return PageReference indicating the outcome.
 */
public PageReference save() { 
    // Implementation
}

Automation and Testability

Test Coverage

Issue Identified: There is no evidence of unit tests for the save() method, which may indicate insufficient testing coverage.

Recommendation: - Implement unit tests for various scenarios, including successful inserts and handling exceptions. Ensure comprehensive coverage of all paths. Example test method:

@isTest
static void testSaveCat3() {
    Test.startTest();
    Cat3Controller controller = new Cat3Controller();
    controller.cat = new Cat3__c(Name='Test Cat');

    PageReference result = controller.save();

    // Assert the expected results
    System.assertEquals('Insert successful!', controller.message);
    Test.stopTest();
}

Integration and API Management

API Integration Check

Issue Identified: There is no integration with Named Credentials or any external services, limiting the capabilities of the current implementation.

Recommendation: - Utilize Named Credentials for external API calls and follow best practices for secure integrations. For example:

HttpRequest req = new HttpRequest();
req.setEndpoint('callout:MyNamedCredential/resource');
req.setMethod('GET');
Http http = new Http();
HttpResponse res = http.send(req);

Deployment and Version Control

CI/CD Pipeline

Issue Identified: There is no information provided related to CI/CD practices, which can lead to inconsistencies and deployment challenges.

Recommendation: - Implement a CI/CD pipeline using tools like Salesforce DX and utilize version control systems such as Git. Test the code in various environments before proceeding to production. - Ensure that all code is properly versioned and follows the change management process.

User Interaction and UI Components

User Experience

Issue Identified: Error messages provided to users are not user-friendly, potentially causing confusion.

Recommendation: - Improve the clarity of error messages and provide actionable feedback. Instead of showing raw exception messages, create more user-friendly error notifications:

message = 'An unexpected error occurred. Please contact support.';

Priority Recommendations

1. Performance and Scalability: Refactor the save() method for bulk operations.
2. Security and Compliance: Enforce CRUD/FLS checks to secure data access.
3. Code Quality and Maintainability: Improve naming conventions and code readability, along with documentation.
4. Automation and Testability: Implement comprehensive unit tests for all methods to ensure reliability.

Improvements

Section: Performance Optimization
Issue: The DML operation insert cat; in the save method could lead to performance issues if the method is called frequently, especially with a large number of records.
Recommendation: Consider bulkifying the method to handle multiple records in a single transaction, such as accepting a list of Cat3__c records as a parameter. This can significantly reduce the number of DML statements and improve overall performance.

Section: Governor Limit Management
Issue: The insert cat; operation is not structured to handle governor limits appropriately if called in bulk.
Recommendation: Implement a mechanism to handle bulk inserts. Instead of inserting a single cat record, modify the save method to take a list of Cat3__c objects. This will allow you to insert multiple records in one transaction, reducing the risk of hitting governor limits.

Section: Best Practices
Issue: The class uses hard-coded values such as Cat2__c='a0B70000002PuK2EAK', which can lead to potential issues if the underlying values change.
Recommendation: Replace hard-coded values with custom settings or custom metadata types to improve configurability and maintainability. This approach allows administrators to modify values without changing the code.

Section: Code Readability and Maintainability
Issue: The save method is relatively short but could benefit from improved error handling and modularity.
Recommendation: Extract the DML operation and error handling into a separate private method to keep the save method clean and improve readability. For example:

private void insertCat() {
    try {
        insert cat;
        message = 'Insert successful! -- ' + cat.id;
    } catch (Exception e) {
        ApexPages.addMessages(e);
        message = 'Whoops! An error occurred -- ' + e.getMessage();
    }
}

Section: Security Considerations
Issue: The class lacks field-level security (FLS) checks before performing operations on the Cat3__c object.
Recommendation: Add checks to ensure that the user has the necessary permissions on the fields of Cat3__c before performing the insert operation. You can use the Schema.sObjectType method to verify FLS.

Section: Documentation and Comments
Issue: Code lacks sufficient comments and documentation to explain the purpose and functionality of methods and variables.
Recommendation: Add comments before methods and critical logic to increase code clarity. For example, you might add a comment above the save method to explain its purpose and the flow of the logic inside it:

// This method saves a Cat3__c record and provides feedback on success or failure.
public PageReference save() {
    ...
}

Refactored Code

Original Code

public with sharing class ActionFunctionDemoController {

    public Cat3__c cat {get;set;}
    public String message {get;set;}

    public ActionFunctionDemoController() {
        cat = new Cat3__c(name='Some Value',Cat2__c='a0B70000002PuK2EAK');
        message = 'Try again!!'; 
    }

    public PageReference save() { 
        try {
            insert cat;
            message = 'Insert successful! -- ' + cat.id;
        } catch (Exception e) {
            ApexPages.addMessages(e);
            message = 'Whoops! An error occurred -- ' + e.getMessage();      
        }
        return null;
    }
}

Refactored Code

public with sharing class ActionFunctionDemoController {

    public Cat3__c cat {get; set;}
    public String message {get; set;}

    public ActionFunctionDemoController() {
        cat = new Cat3__c(Name = 'Some Value', Cat2__c = 'a0B70000002PuK2EAK'); // Use proper field name casing
        message = 'Try again!!'; 
    }

    public PageReference save() {
        // Preparing for DML operation and capturing success or error messages
        try {
            insert cat;
            message = 'Insert successful! -- ' + cat.Id; // Use Id instead of id for proper field reference
        } catch (DmlException e) { // Catch more specific exception type
            ApexPages.addMessage(new ApexPages.Message(ApexPages.Severity.ERROR, e.getMessage())); // Log the error
            message = 'Whoops! An error occurred -- ' + e.getMessage();      
        }
        return null;
    }
}

Key Changes Summary

• Field Naming Consistency: Change cat.id to cat.Id for adherence to Salesforce naming conventions.
• Specific Exception Handling: Changed the catch block from a generic Exception to DmlException for more precise error handling related to DML operations.
• Error Logging Enhancement: Used ApexPages.addMessage to add an error message instead of using the generic catch, enhancing error visibility in UI.
• Code Readability Improvements: Added inline comments to clarify the purpose of code sections, improving maintainability.

Tests

Test Case TC001

Description: Verify that creating a record with valid input values saves successfully.

Preconditions: - The user is logged in with appropriate permissions to create Cat3__c records.

Test Steps: 1. Instantiate ActionFunctionDemoController. 2. Call the save method.

Expected Results: - Record is saved without error. - message is set to "Insert successful! -- [valid cat.id]".

Test Data: - Cat3__c record with Name field set to "Some Value" and a valid Cat2__c reference.

Test Case TC002

Description: Verify that the proper error message is displayed when a DML exception occurs while saving a record.

Preconditions: - Ensure the Cat3__c object has a uniqueness constraint that could trigger an exception, such as a duplicate name.

Test Steps: 1. Create an existing Cat3__c record with Name as "Some Value". 2. Instantiate ActionFunctionDemoController. 3. Call the save method.

Expected Results: - message is set to "Whoops! An error occurred -- [specific error message]".

Test Data: - Existing Cat3__c record with Name "Some Value".

Test Case TC003

Description: Verify that saving a record without required fields throws an appropriate error message.

Preconditions: - Ensure that the Cat3__c object's fields are correctly configured with required constraints.

Test Steps: 1. Instantiates ActionFunctionDemoController, but manually set fields to null. 2. Call the save method.

Expected Results: - message reflects that a required field is missing.

Test Data: - Cat3__c record with required fields intentionally left as null.

Test Case TC004

Description: Verify that modifying the cat property values and saving works correctly.

Preconditions: - The user is logged in with create permissions.

Test Steps: 1. Instantiate ActionFunctionDemoController. 2. Modify cat.name to "New Value". 3. Call the save method.

Expected Results: - Record is saved with the updated name "New Value". - message is set to "Insert successful! -- [valid cat.id]".

Test Data: - Initial Cat3__c record with valid fields modified.

Test Case TC005

Description: Test boundary conditions by using an empty string for the Name field.

Preconditions: - Ensure that the Cat3__c object allows validation for a blank Name.

Test Steps: 1. Instantiate ActionFunctionDemoController. 2. Set cat.name to an empty string. 3. Call the save method.

Expected Results: - message accurately reflects the error: "Whoops! An error occurred -- [specific error message about Name being required]".

Test Data: - Cat3__c with Name field as an empty string.

Test Case TC006

Description: Validate that changing the Cat2__c reference field to an invalid ID returns the correct message.

Preconditions: - The Cat2__c field on Cat3__c requires a valid reference.

Test Steps: 1. Instantiate ActionFunctionDemoController. 2. Set cat.Cat2__c to an invalid ID (e.g., 'invalid_id'). 3. Call the save method.

Expected Results: - message should indicate that the record could not be saved due to an invalid Cat2__c reference.

Test Data: - Cat3__c with Cat2__c set to an invalid ID format.

Test Case TC007

Description: Verify response when save operation is attempted multiple times in succession.

Preconditions: - User has the necessary permissions to save records.

Test Steps: 1. Instantiate ActionFunctionDemoController. 2. Call the save method 10 consecutive times in a loop.

Expected Results: - Each call does not throw an exception if valid entries, with the last message confirming the last successful save.

Test Data: - Maintain valid values for cat object properties.

Test Case TC008

Description: Test with data-driven approach using multiple valid sets of Cat3__c records.

Preconditions: - Possess a dataset with multiple variations of valid Cat3__c records.

Test Steps: 1. For each dataset entry: 1. Instantiate ActionFunctionDemoController. 2. Set cat properties according to current dataset entry. 3. Call the save method.

Expected Results: - All records should be saved without error. - Corresponding success messages reflecting each saved ID.

Test Data: - Array of valid Cat3__c record information to run through.

Potential AgentForce use cases or similar functionalities

1. Primary Use Case:

2. Streamlined data entry and workflow automation for frontline agents, reducing manual effort in creating and updating records.

3. Key Business Outcomes:

4. Increased agent productivity by automating repetitive data capture and submission tasks.

5. Reduced manual errors during record creation.

6. Faster onboarding for new agents due to simplified interfaces.

7. Relevant Customer Scenarios:

8. Customer service agents quickly creating new case, product, or customer records during live interactions without having to switch contexts.

9. Field agents logging equipment information or incident details via mobile interfaces with real-time validation and minimal training.

10. Business Value Delivered:

11. Estimated 10–20% reduction in average handle time for common service processes.

12. Fewer data integrity issues, leading to a potential 30% decrease in follow-up corrections.

13. Improved SLA compliance due to faster case initiation and routing.

14. Recommended Next Steps:

15. Integrate AI-driven validation to pre-fill or auto-suggest key record fields based on context or recent interaction history.

16. Expand automated record creation capabilities to additional object types (e.g., Cases, Work Orders, Service Appointments).
17. Align with business stakeholders to identify high-frequency flows that would benefit most from streamlined automation.

1. Primary Use Case:

2. Real-time error handling and feedback for agents when submitting data, enhancing quality and confidence in service delivery.

3. Key Business Outcomes:

4. Improved first-time data accuracy via immediate feedback.

5. Enhanced agent experience with clear, actionable error messages.

6. Faster issue resolution due to less back-and-forth caused by incomplete or incorrect information.

7. Relevant Customer Scenarios:

8. Agent attempts to submit a case or update a customer record; system instantly highlights missing required information or format errors.

9. Agents can correct errors on the fly, preventing escalation or customer dissatisfaction.

10. Business Value Delivered:

11. Reduction in error-related escalations by up to 25%.

12. Improved NPS (Net Promoter Scores) as customers receive faster, more accurate service.

13. Fewer internal support tickets related to data quality.

14. Recommended Next Steps:

15. Deploy UI enhancements to display contextual error messages and correction tips.

16. Integrate with bot frameworks for proactive agent coaching during high-frequency error scenarios.
17. Review commonly encountered data errors and refine validation logic.

1. Primary Use Case:

2. Modular reusable controller logic supporting rapid deployment of dynamic agent tools in omni-channel CRM environments.

3. Key Business Outcomes:

4. Faster deployment of new agent workflows or service flows.

5. Reusability of controller code reduces development cost and maintenance overhead.

6. Enables quick response to changing business requirements or new product launches.

7. Relevant Customer Scenarios:

8. Service teams launching a new product line and requiring quick adaptation of in-app agent tools.

9. Contact center leaders rolling out targeted workflows by region or customer segment on short notice.

10. Business Value Delivered:

11. 30–50% faster time-to-market for new service flows.

12. Lower cost per new workflow implemented.

13. Enhanced agility and innovation in customer operations.

14. Recommended Next Steps:

15. Standardize commonly needed controller patterns and wrap in a template library.

16. Train admins and developers on extending the controller for varying business use cases.
17. Pilot a rapid-prototyping program to test new service flows in controlled environments.

1. Primary Use Case:

2. Secure data handling and privacy-preserving operations for sensitive customer or business data.

3. Key Business Outcomes:

4. Compliance with regulatory standards (GDPR, HIPAA, PCI) via enforced sharing and secure error handling.

5. Minimized risk of data leakage or unauthorized access during agent-driven processes.

6. Relevant Customer Scenarios:

7. Agents capturing personally identifiable information (PII) during account opening or financial transactions.

8. Back-office staff recording sensitive case notes related to healthcare or insurance claims.

9. Business Value Delivered:

10. Stronger audit trails and reduced compliance risk.

11. Enhanced customer trust for regulated industries.

12. Lower costs related to potential data breaches or violations.

13. Recommended Next Steps:

14. Partner with compliance teams to review controller logic for risk points and necessary logging.

15. Integrate additional encryption or redaction mechanisms at data entry points.
16. Periodically audit code and data flows for continued regulatory alignment.

1. Primary Use Case:

2. Foundation for AI-powered workflow enhancements, such as predictive field population or smart escalation recommendations.

3. Key Business Outcomes:

4. Highly personalized agent experiences through adaptive UIs.

5. Time savings via context-aware auto-filling and intelligent next-best-action prompts.

6. Smoother escalations through bot/agent hybrid systems sharing structured data.

7. Relevant Customer Scenarios:

8. Agent console auto-suggests frequently used values or predicted next fields based on case history.

9. Routine queries are handled by AI, which invokes controller logic for complex exceptions, with full context for human review.

10. Business Value Delivered:

11. 15%+ reduction in average agent training time.

12. Upsurge in first-contact resolution metrics.

13. Sharper differentiation in customer service levels for competitive advantage.

14. Recommended Next Steps:

15. Evaluate integration points for existing AI/ML tooling to enhance controller logic.

16. Partner with AI experts to blueprint predictive UI enhancements.
17. Test hybrid handoff flows in targeted business units for fast validation.

1. Primary Use Case:

2. Low-code toolkit for continuous improvement—empowering business operations teams to adapt and extend agent workflows with minimal developer intervention.

3. Key Business Outcomes:

4. Reduced IT backlog for operational change requests.

5. Empowered business users driving process innovation.

6. Shorter feedback cycles between frontline users and developers.

7. Relevant Customer Scenarios:

8. Supervisors or team leads configuring new data capture fields or workflows on demand.

9. Decentralized business units experimenting with process changes to optimize performance.

10. Business Value Delivered:

11. Measurable reduction in time from requirement to deployment (potentially 2–4x faster).

12. Higher adoption rates for agent tools due to closer alignment with frontline needs.

13. Improved operational flexibility during high-growth or crisis periods.

14. Recommended Next Steps:

15. Develop training and documentation for semi-technical users.

16. Establish governance for reviewed and approved workflow/configuration edits.
17. Integrate with process analytics tools for continuous optimization.

Note:
- Replace any sensitive code samples, hardcoded credentials, or environment-specific data with [REDACTED] in any customer-facing documentation, as per the guideline.
- For non-core use case inspiration, review competitor features such as Genesys Predictive Routing, NICE Enlighten AI, and Twilio Flex extensibility for ideas on expanding capability breadth or depth.

Diagram