Streamline Customer Interactions with Salesforce Omniscript


Salesforce Omniscript, formerly known as Vlocity, is a powerful tool that enables organizations to create dynamic and guided customer experiences. It provides a visual interface for designing and implementing custom processes and workflows, streamlining customer interactions across multiple channels. In this article, we will explore the features and benefits of Salesforce Omniscript, and how it empowers businesses to deliver personalized and efficient customer experiences.

Enhancing Customer Interactions with Salesforce Omniscript:

  • Streamlined Processes: Salesforce Omniscript allows businesses to design and automate complex processes and workflows, providing a guided experience for both customers and employees. By defining step-by-step interactions, businesses can streamline processes such as sales, onboarding, support, and service requests, ensuring consistency and efficiency.
  • Personalization and Customization: Omniscript enables businesses to create personalized experiences by dynamically presenting relevant content and data based on customer inputs. It allows for conditional logic, data-driven decision-making, and tailored recommendations, resulting in a more engaging and customer-centric interaction.
  • Multichannel Support: With Salesforce Omniscript, businesses can deliver consistent experiences across multiple channels, including web, mobile, and call center. This ensures that customers have a seamless experience regardless of their preferred communication channel, leading to improved customer satisfaction and loyalty.
  • Drag-and-Drop Interface: Salesforce Omniscript provides a user-friendly, drag-and-drop interface for designing customer interactions. This allows business users to create and modify OmniScripts without the need for extensive coding knowledge, reducing dependency on IT resources and enabling faster time-to-market.
  • Integration Capabilities: Omniscript seamlessly integrates with other Salesforce products and third-party applications, allowing businesses to leverage existing data and systems. This enables a unified view of customer information and facilitates a holistic and comprehensive customer interaction.

Benefits of Salesforce Omniscript:

  • Consistency and Compliance: By providing a guided experience, Omniscript ensures that customers and employees follow predefined processes consistently. This minimizes errors, improves compliance with regulations, and reduces the risk of non-compliance.
  • Increased Efficiency: Omniscript automates repetitive tasks and provides relevant information to customers and employees at each step of the interaction. This improves efficiency, reduces manual effort, and allows employees to focus on high-value activities.
  • Enhanced Customer Satisfaction: The personalized and guided experience offered by Omniscript leads to increased customer satisfaction. Customers feel supported, their needs are addressed more effectively, and their interactions with the business are smoother and more efficient.
  • Agility and Scalability: Salesforce Omniscript is highly scalable and can adapt to changing business requirements. As processes evolve, businesses can easily modify and update their Omniscripts, ensuring agility in responding to market dynamics and customer demands.

Implementing Salesforce Omniscript:

Implementing Salesforce Omniscript involves the following steps:

  • Design the Customer Interaction: Use the intuitive interface to create structure of the customer interaction. Define the steps, screens, questions, and actions that customers will encounter.

    Design the Customer Interaction

    Figure 1: Design the Customer Interaction

  • Take Input From the user: Omniscript has built in Element “INPUT” which helps to take inputs from the user according to their need.example ,email,currency,checkbox,text etc.

    Input from the user

    Figure 2: Input from the user

  • Integrate Data and Systems: Connect Omniscript with relevant data sources and systems, such as Salesforce CRM or external databases, to access and present customer information in real-time.

    Select Integration Procedure Action

    Figure 3: Select Integration Procedure Action

    Define integration Action

    Figure 4: Define integration Action

  • Display Element: Omni-script has Display Element to display output to the user after processing the inputs.

    Display Element

    Figure 5: Display Element

  • Action Element:Omniscript has Action Element which can perform action as per the requirement such as ,Email Action,Delete Action,Docusign Signature action,Dataraptor action etc.

    Action Element in Omniscript

    Figure 6: Action Element in Omniscript

  • Preview And Test : Thoroughly Preview and test the Omniscript to ensure a seamless and error-free customer experience. Gather feedback from customers and stakeholders, and make iterative improvements based on their input.

    Test Omniscript

    Figure 7: Test Omniscript


Salesforce Omniscript empowers businesses to deliver personalized and efficient customer interactions across multiple channels. By streamlining processes, providing guided experiences, and integrating with existing systems, Omniscript enhances customer satisfaction, improves operational efficiency, and drives business growth. With its user-friendly interface and powerful capabilities, Salesforce Omniscript is a valuable tool for organizations looking to optimize and differentiate their customer experiences in today's competitive landscape.