MuleSoft Accelerator for Financial Services

Customer account sync enables a 360 view of your customer’s financial information. It delivers accurate account balance data and transaction history to enable your tellers and support representatives to effectively engage with customers.

Overview

• Description
• Glossary
• Solution overview
• Business requirements
• Technical constraints
• High-level architecture
• Sequence diagrams
• Systems involved

Customer accounts sync views

• Customer view
• Customer service representative (CSR) view

This use case leverages Salesforce Financial Services Cloud as the system of engagement and FIS as the core banking platform. The APIs and templates enable you to accelerate time to value. Use the assets as they are, or extend them to suit the needs of your own organization. For example, you can reuse the APIs provided to expose data to additional channels, such as mobile applications, and consumers.

Description

The use case covered in this version of the solution allows for the display of a customer’s financial summary from multiple systems. There are two views supported in this solution:

1. Customer view
2. Customer Service Representative (CSR) view

Glossary

Solution overview

The purpose of this solution is to get a holistic view of the financial summary of the customer, either from a mobile application or from Salesforce Financial Services Cloud. While the assets built for this solution will be relevant for many different banking and financial industries, we will focus specifically on Retail Banking to ensure we are building and testing against a set of real use cases.

Before you begin

The Accelerators setup guide provides general information on getting started with the accelerator components. This includes instructions on setting up your local workstation for configuring and deploying the applications.

Goals

• Support for viewing Demand Deposit accounts associated with a customer (e.g., savings and checking) from FIS and FSC.
• Support for viewing credit card information associated with a customer.
• Orchestrate controlled updates from FIS to FSC and the Credit Card system.

Use case considerations

• Must support a comprehensive view of Accounts for a given customer.
• Must be able to retrieve transactions for a given account.
• Must provide support for a customer to dispute a transaction.

Technical considerations

• Use CIM as the canonical model, where applicable (e.g., for Customers).
• A canonical model for banking accounts will be created.

Business requirements

1. Synchronize data from FIS to FSC.
2. View the account information of a customer related to bank accounts and credit cards in FSC.
3. Dispute a transaction.
4. Resolve a disputed transaction.

Technical constraints

1. We currently have only read access to the FIS Global system.
2. FIS must be polled to pick up changes to customer and account information.
3. FIS does not support querying customers and accounts by date ranges.
4. The customer is only able to view the banking summary and credit card information.
5. With this release, the CSR may change data in FSC but this will not be synced back to FIS.
6. A generic MySQL database will be used as the credit card back-end.

High-level architecture

Sequence diagrams

Data synchronization sequence diagram

The following sequence diagram shows the process behind synchronizing customers and accounts from FIS to FSC. The process can be triggered via a scheduler or invoked manually via an API:

Mobile application interaction sequence diagram

The following diagram illustrates the sequence of processing customer requests from a mobile application.

Systems involved

• Salesforce Financial Services Cloud (FSC)
• FIS Global System
• Credit Card System (generic)

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Customer accounts sync views

Customer view

End-to-end scenario

• A customer logs into the Mobile App to check their balance and transaction history.
• The customer views their account information across multiple products from the Bank.
• The customer reviews transactions for an account and chooses to dispute one.
• The customer calls the Bank to talk to their Customer Service Representative.

Workflow

This view allows customers to:

• view their latest financial summary.
• retrieve account transactions.
• dispute a transaction.

Successful outcome

1. Customer logs into the Mobile App to check their balance and credits.
2. Customer selects an account to view transactions
3. Customer chooses to dispute a transaction

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Customer service representative view

End-to-end scenario

• The Customer Service Representative (CSR) pulls up the single view of the Customer from within the Financial Services Cloud.
• The CSR performs an action to sync the latest data from the underlying systems (including FIS, Credit Card System API).
• The CSR extracts information on the disputed transaction and discusses it with the customer.
• The CSR resolves the disputed transaction and ends the call.

Workflow

This view allows CSRs to:

• view the customer’s financial summary.
• refresh the customer's financial information from back-end systems.
• resolve a disputed transaction.

Successful outcome

1. CSR logs into FSC to lookup a particular customer.
2. CSR selects financial accounts to display financial summary for the customer including bank accounts and credit cards.
3. CSR chooses to refresh the information from back-end systems.
4. CSR views transactions for an account.
5. CSR resolves a disputed transaction and saves it.

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