Project Compass
Solution overview
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
How Hampton Bank will use Service Cloud, Financial Services Cloud and Compass Assist, one process at a time. Each tile describes a use in our own words and links to the Salesforce page behind it.
- Process 5 states the Q-05 answer as fact: Compass Assist may draft written complaint responses; the complaints officer must edit and send; drafts are labelled. Updated v0.2 from T5
- The Compass Assist guardrails sign-off gate is Fri 9 Apr 2027, moved from Fri 26 Mar (change C-3). Updated v0.2 from T5
- Business bankers: Compass Assist is off at go-live and opt-in in week 3 after go-live; each banker's pipeline is pre-loaded before training (change C-4). Updated v0.2 from T4
- Q-07 on bankers' client notes is flagged on process 3. Q-04 stays open and is flagged on processes 1 and 4.
Contact centre enquiry and case handling
Service Cloud with the Financial Services Cloud customer view, used by 350 agents and team leaders. Compass Assist suggests answers and drafts notes.
Route the contact
Contacts join queues by type and go to an available agent.
Source: Trailhead: queue-based routing
Open the console
Agents keep customer, case and articles in one console window.
See the customer
One view shows accounts, household and open cases.
Source: Trailhead: households and groups
Find the answer
Knowledge articles sit beside the case and go into a reply.
Source: Trailhead: Knowledge articles
Compass Assist suggests
It proposes a reply from approved articles and the agent edits it.
Draft the case note
Compass Assist drafts the note and the agent edits and saves it.
Close with an outcome
The case closes with an outcome chosen from a list.
Source: Trailhead: case record types
Read the dashboard
Team leaders see volumes, resolution time and repeat contacts.
Branch customer servicing and onboarding
Financial Services Cloud, used by 600 branch staff across 60 branches. Guided onboarding and referrals with an owner.
Search once
One search shows accounts, household and the last staff member.
Source: Trailhead: households and groups
See the household
People who live together are linked as one group.
Source: Trailhead: households and groups
Open the guided form
A guided flow replaces the paper form and asks for each detail once.
Source: Trailhead: Flow for Service
Work the checklist
Identity checks are ticked on screen and ID images stay in the document store.
TBC: document store for ID images
Source: Trailhead: Flow for Service
Open the account
The account is opened in core banking and the reference is written back.
Source: Trailhead: households and groups
Create the referral
The teller records a referral for a named banker or team.
Banker accepts or returns
The banker accepts the referral or returns it with a reason.
Watch open referrals
A dashboard shows each branch's open referrals and waiting time.
Business banking pipeline
Financial Services Cloud, used by 80 business bankers (VIC 45, NSW 35). A shared pipeline, pre-loaded for each banker.
Pre-load each pipeline
The CRM platform team loads each banker's spreadsheet before the first session. Updated v0.2 from T4
Source: Trailhead: data management tools
Check the load
Bankers check the loaded pipeline in the 7:30am session; target is 90 percent loaded by Fri 9 Apr 2027.
Source: Trailhead: data management tools
Client notes
Whether free-text client notes load is not confirmed.
Q-07 not confirmedSource: Trailhead: data management tools
Receive a lead
Branch referrals arrive as leads with an owner.
Move along the stage path
A shared stage path shows where each deal is.
Source: Trailhead: opportunity record
Review as a team
The team opens one pipeline view in the weekly meeting.
Complaints and advocacy
Service Cloud complaint case type with categories, timers and reporting, used by 40 complaints officers.
Create a complaint case
A complaint from any channel becomes a case with the time of receipt.
Choose the category
The officer picks a category that sets the owner and time rule.
TBC: final category list, due Fri 5 Feb 2027
Route to the queue
Whether complaints have their own queue is not confirmed.
Q-04 not confirmedSource: Trailhead: queue-based routing
Start the timers
Timers count down to the acknowledgement and response limits.
TBC: time limits, from the complaints policy
Escalate before the limit
A case near its limit moves to the complaints manager.
Source: Trailhead: case escalation rule
Investigate on the case
Requests to branches go out as tasks on the case.
Draft the response
Compass Assist may draft a written complaint response, labelled as a draft.
Edit and send
The complaints officer must edit the draft and send it.
Record and report
Outcome, remedy and cause are recorded and dashboards report them.
AI assistant use and approval
Compass Assist, built on Salesforce AI assistant features. Rules, guardrails and the approval gate with Risk and compliance (25 people).
Access by role
Contact centre, branch, complaints and CRM platform staff have it at go-live.
Business bankers wait
It is off for bankers at go-live; they opt in during week 3. Updated v0.2 from T4
Complaint drafts are allowed
It may draft complaint responses; the officer edits and sends, and drafts are labelled. Updated v0.2 from T5
Review before saving
A person reads and edits every suggestion before it is saved or sent.
Personal data stays inside
No customer data goes into a prompt outside Salesforce.
Source: Trailhead: Einstein Trust Layer
Use is logged
The platform records who used it, where and what was saved.
Prompt changes
Changes after go-live need an owner and approver, neither named yet.
Q-02 not confirmedBuild and test the set
A test set runs in a sandbox with masked data.
TBC: masking tool for sandbox data
Source: Salesforce Help: Data Mask
Guardrails sign-off: Fri 9 Apr 2027
Fatima Haddad signs in writing ten days before go-live; it moved from Fri 26 Mar 2027. Updated v0.2 from T5
Train on approved guardrails
The training demo shows only the approved guardrails.
Source: Trailhead: sandboxes
Each tile summarises public Salesforce documentation in our own words; check the original for current wording. Summaries are on the Salesforce documentation page. Red-ringed tiles link to an open question.
Next page: Process and learning plan. For the current-to-future comparison see As-is, to-be and impact.
Sources: Salesforce documentation summaries (original links on every tile), T2, T3, T4, T5. How the bank will configure each feature is demo data; no Salesforce configuration workbook exists for this fictional project.