Source
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
The public Salesforce pages used to describe how Hampton Bank will use Service Cloud, Financial Services Cloud and Compass Assist. Each topic has our own summary and a link to the original.
The Service Console is a single workspace for case work. Customer, case and related records open as tabs and subtabs, so an agent does not move between windows. Knowledge articles sit beside the case and can be placed into a reply.
Used in: Process 1 in the solution overview: open the console, find the answer.
Original pages (open in a new tab):
A record type decides which statuses, picklist values and page layout a case shows. Each record type is linked to a support process that holds its own status list. Hampton Bank uses this idea to keep general enquiries and complaints as different kinds of case.
Used in: Processes 1 and 4: enquiry and complaint case types.
Original pages (open in a new tab):
Omni-Channel offers incoming work to agents by queue, priority, capacity and availability. Queue-based routing is the simpler option and skills-based routing is for larger or more varied teams. The developer guide also notes that the original version is being replaced by an enhanced version, so the implementation partner confirms which one applies.
Used in: Process 1: route the contact. Process 4: the complaint queue (Q-04).
Original pages (open in a new tab):
An escalation rule moves a case to another owner and sends a message when it has not been handled by a set time. Entitlements and milestones add countdown timers for service targets, such as a first response or a resolution. Together they give the complaints team a visible clock on each case.
Used in: Process 1: escalate. Process 4: keep time (risk R-08).
Original pages (open in a new tab):
People can be linked into a group, for example a household, so staff see related customers and a rolled-up view of their finances. A person can belong to more than one group. Members and related contacts are modelled differently, and the documentation describes the standard model, which differs from the managed package.
Used in: Processes 1 and 2: see the customer, see the household.
Original pages (open in a new tab):
A referral records a customer need so that it is passed to the right person and tracked until it is met. It is built on the lead object with its own record type. The Help article covers the managed package, so the partner checks it against the version the bank installs.
Used in: Process 2: refer to a banker. Process 3: receive a lead.
Original pages (open in a new tab):
An opportunity tracks a deal through stages, shown as a path across the top of the record. Moving a deal forward is a click, and guidance can appear at each stage. The pipeline module explains the stages from first contact through to follow-up.
Used in: Process 3: open an opportunity, move along the stage path.
Original pages (open in a new tab):
Salesforce describes a complaint as a case with extra fields for category, cause and status, with AI help for summaries and titles. The developer reference lists the fields behind a complaint record. Hampton Bank uses the idea of a dedicated complaint case with categories and does not copy the sample values.
Used in: Process 4: create a complaint case, choose the category.
Original pages (open in a new tab):
Flows let an administrator build guided screens and scripts that walk a user through a task with required fields. The data management module explains how a spreadsheet saved as a file is mapped to fields and loaded. The first idea supports guided onboarding. The second supports loading each banker's pipeline.
Used in: Process 2: guided onboarding. Process 3: pre-load the pipeline.
Original pages (open in a new tab):
A report lists records that meet a set of conditions and a dashboard shows reports as charts. Folders and a running user decide who sees what. Team leaders, branch managers and the complaints manager use dashboards instead of weekly spreadsheets.
Used in: Processes 1 to 4: read the dashboard.
Original pages (open in a new tab):
Work summaries draft a case summary, the issue and the resolution from a conversation, and the agent reviews and saves them. Service replies draft an answer from approved knowledge. In both, the person decides what is kept, which is the rule Hampton Bank applies to Compass Assist.
Used in: Process 1: suggest and draft. Process 4: draft the response.
Original pages (open in a new tab):
The Trust Layer sits between Salesforce and the language model. It masks sensitive data in a prompt, applies agreements that stop model providers keeping the data, and records what was asked. Risk and compliance use this to judge what can go to the model at all.
Used in: Process 5: personal data stays inside Salesforce.
Original pages (open in a new tab):
These pages describe guardrails for AI agents: clear limits on what they may do, human oversight, monitoring, transparency to customers, and testing before release. They also explain an acceptable use policy and red-team testing. The Hampton Bank approval gate is built from the same ideas. The workshop page shows that Salesforce also offers agents that talk to customers, which the bank has not asked for.
Used in: Process 5: rules in everyday use, approval gate.
Original pages (open in a new tab):
A sandbox is a copy of the platform where changes and tests are made without touching live data. Data Mask replaces sensitive values in a sandbox copy so testers do not see real customer data. The Help page says service for the original Data Mask package ends on 31 December 2026, so the bank's partner confirms the current masking option.
Used in: Process 5: test set and sandbox. Also UAT.
Original pages (open in a new tab):
A licence decides which features a user can be given. Profiles and permission sets then decide what that user can see and do. The training form lists the same roles that the permission sets will use, plus a role not assigned yet.
Used in: Training form and process 5 access by role.
Original pages (open in a new tab):
Two Trailhead modules cover how people take up a new system. One sets out six levers (leadership, ecosystem, values, enablement, rewards and structure). The other stresses sponsor backing, early manager support and super users. They inform the champions, the training plan and the 90 percent training-completion criterion.
Used in: Learning plan and the change plan.
Original pages (open in a new tab):
Salesforce product names change between releases. This demo uses the names Service Cloud, Financial Services Cloud and Salesforce AI assistant features. The assistant inside Hampton Bank is called Compass Assist, a name the bank chose. Salesforce does not use it.
Sources: Solution overview, As-is, to-be and impact, Process and learning plan. Original pages on trailhead.salesforce.com, help.salesforce.com, developer.salesforce.com and salesforce.com.