Service agents must confirm customer contact information in the first step of a payment OmniScript. Contact information includes name, telephone number, mobile number, and email. None of the contact information on first step is required.
On the last step, after taking payment, the agent can optionally email the receipt to the customer. If the customer says yes, the agent selects a checkbox. If the agent selects the box but the email address field is empty, the process must require the user to return to the first step and enter the customer's email address.
What should the consultant recommend to meet this requirement?
A. Add a Set Errors element
B. Add a DataRaptor to retrieve the email address
C. Add a Validation Rule to the Contact object
D. Add a Conditional View to the last step
A. Add a Set Errors element
Explanation:
To ensure that agents provide an email address when requesting a receipt, the OmniScript must enforce dynamic validation during the payment process. Since the email field is optional in the first step but becomes mandatory if a receipt is requested, the solution requires real-time error handling without disrupting the user experience. The best approach is to use the Set Errors element, which can validate conditions mid-flow and prevent progression until the email is supplied. This method keeps validation within the OmniScript, eliminating the need for backend rules or complex data retrievals.
Why "Set Errors" is the Right Choice:
Real-Time Validation → The element checks conditions (e.g., "receipt requested but email missing") and displays errors immediately.
User-Friendly → Agents are guided back to the first step seamlessly, avoiding system errors or failed transactions.
No Backend Changes → Unlike Validation Rules or DataRaptors, this requires no modifications to Salesforce objects or integrations.
Why Other Options Fail:
B (DataRaptor): Overkill for simple validation.
C (Validation Rule): Only triggers on record save, not OmniScript navigation.
D (Conditional View): Hides elements but doesn’t enforce rules.