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Case types and workflows

Updated on October 7, 2021

This section describes the standard case types that are included with Sales Automation for Financial Services and are available for selection within the New Application wizard when you create your Sales Automation application. Depending on your organization\'s needs, you may include all or a subset of these case types in your application.

Example case types

The examples shown here represent some of the key features of Sales Automation for Financial Services.

Example 1: Opportunity

The opportunity provides a quantitative way to understand the efforts put in by a sales rep towards closing deals. It contains important information such as size of the deal, status of the deal, activities logged by the sales rep, etc. This data helps in forecasting the sales pipeline for a business.

Example 2: Appointment

The appointment case type helps the sales rep setup meetings with contacts and leads. These meetings usually provide the starting point towards closing of deals. The appointment case seamlessly captures the vital information such as action items, meeting notes etc.

Example 3: Contact

The contact case type is the single-source-of-truth for details about prospects and existing customers. The contact case is associated with all the major case-types in Sales Automation (organizations, opportunities, accounts, and leads) as it provides important end user information to the sales rep.

Standard case types


OrganizationAn organization represents the levels of the customer business hierarchy. The organization can be a specific business, holding company, or corporation and has one or more organizations or accounts as a child entity.
AccountAn account is an economic decision-making unit. It Is a logical or physical group to which a product or service is sold. This would typically be used for Commercial Banking.
ContactA contact is a person that is a prospect or customer. For business selling, they are usually employees of the organization to whom you are selling. For Individual selling, they are the person interested in making a personal purchase.
HouseholdA household is a grouping of contacts with the ability to identify a contact as the head of household.
LeadA lead contains details of a prospect who has shown some interest in the products or services offered. It is usually the name of a person. Sales Automation supports B2B leads when selling to businesses and B2C leads when selling to individual consumers.
OpportunityAn opportunity is a potential sale of a product to a customer or prospect. This is the most vital component of a sales funnel as it provides a snapshot view of the status of the sale. Sales Automation supports B2B opportunities when selling to businesses and B2C opportunities when selling to individual consumers. Opportunity processes are provided for Retail Banking and Small Business Banking which can be extended for other market segments.
Close plansWeekly updates summarizing accomplishments for the current week, and plans for the coming week.
ActivityActivities capture interactions with customers, such as phone calls, meetings, and co-browse sessions.
TaskTasks are to-dos for the sales team on which to follow up.
Partner organizationA partner organization is used to create a partner organization for the respective partner sellers.
Partner contactA partner contact captures information about the partner sellers who do not have access to the portal.
AppointmentAn appointment provides a way to track the meeting action items along with the details of the meeting.
Knowledge articleA knowledge article facilitates seamless sharing of useful marketing collateral, training, and onboarding content across the organization.

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