Cloud Kicks' service agents frequently receive requests for order updates. All order
information is managed by a separate cloud-based enterprise resource planning (ERP)
system.
Agents currently jump between applications to search for these details and have asked if
this process
can be improved.
Which approach should the consultant recommend to streamline the process?
A. Create a batch integration process that runs hourly to pull all order updates into
Salesforce
B. Create a dynamic action that launches the ERP system with a deep link to the order
locator.
C. Use Salesforce Connect and External Objects to represent this information in
Salesforce.
C. Use Salesforce Connect and External Objects to represent this information in
Salesforce.
Explanation:
Salesforce Connect and External Objects are the ideal solution for this scenario. They allow Salesforce to display data from an external system (like the ERP) in real-time, without having to copy or store that data within Salesforce. This provides agents with a unified view of the customer and their order information directly on the Salesforce record, eliminating the need to switch between applications. It's a much more efficient and user-friendly solution for agents.
Create a batch integration process (A) would be inefficient and lead to outdated information. An hourly sync would mean that an order's status could be up to an hour old, which isn't suitable for real-time requests.
Create a dynamic action that launches the ERP system (B) is a slight improvement over the current process, as it might pre-populate a search field. However, it still requires the agent to leave Salesforce and navigate a separate application, which doesn't fully streamline the process and maintain a single view for the agent. This approach doesn't provide the embedded, real-time data view that Salesforce Connect does.