Uni e sidade do Minho
Escola de Engenha ia
Luis Manuel Mon ei o Ba boza
How can we boos sales and
pe sonalize he cus ome
expe ience
June 2022
How can we boos sales and pe sonalize he
cus ome expe ience
Luis Ba boza
UMinho |
202X
Luis Manuel Mon ei o Ba boza
(83702)
How can we boos sales and pe sonalize he
cus ome expe ience
June 2022
MSc Disse a ion
[in eg a ed] Mas e ’s in Enginee ing and Managemen
o In o ma ion Sys ems
Thesis pe o med unde supe ision o
P o esso Vaibha Heman kuma Shah
P o esso José Luís Mo a Pe ei a
COPYRIGHT
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ACKNOWLEDGEMENTS
Fi s and o emos , I would like o exp ess my g a i ude o P o esso José Pe ei a and
P o esso Vaibha Shah, who se ed as my supe iso s, o hei unwa e ing suppo ,
ole ance, and a ailabili y du ing his esea ch. Thanks, in especially o P o esso Vaibha Shah
o his unending assis ance, e en du ing his busies hou s, in helping o c ea e and w i e he
heme.
My sis e and pa en s come in second because hey ga e me all I needed o g ow as a
pe son and po en ial employee, wi hou whom I would no be who o whe e I am now.
Addi ionally, I wan o hank my uncle Adalbe o Cos a o his encou agemen and conce n
h oughou my academic ca ee .
Deloi e belie es i is because o hem ha his concep was c ea ed. I would especially
like o hank my wo k eam o all he ime, a posi i e wo k a mosphe e, guidance, and
suppo hey ha e p o ided.
Thanks o my closes iends o hei pa ience, daily cha s, amusing momen s,
suppo , and enjoymen no only his yea bu also in yea s pas and ones ye o come ha
will las a li e ime.
To Chinelos, Texas, and many o he s o all he imes we we e in ouch and con e sing
cons an ly, e en when we we e apa du ing school hou s. Thank you o he calls du ing
pandemics, he yea ly summe aca ions, and he e e yday happiness. I will ca y you o li e.

i
DECLARATION OF INTEGRITY
I he eby decla e ha ing conduc ed his academic wo k wi h in eg i y. I con i m ha I ha e no
used plagia ism o any o m o undue use o in o ma ion o alsi ica ion o esul s along he
p ocess leading o i s elabo a ion.
I u he decla e ha I ha e ully acknowledged he Code o E hical Conduc o he Uni e si y
o Minho.
ii
ABSTRACT
How we can boos sales and pe sonalize he cus ome expe ience
Cu en ly, he e is a la ge numbe o consume s mo i a ed by medioc e quali y o ca e/se ice
seeking new se ice p o ide s. Consequen ly, he e is a g ea need o o ganiza ions o in es
in cus ome ela ionship managemen , seeking a combina ion be ween business s a egies
and echnology ha esul in ac ion plans di ec ed and cus omized o he a ge audience.
Wi h he e olu ion o he digi al, cus ome ela ionship managemen akes pa icula
impo ance in keeping and a ac ing cus ome s. The high demand o he mode n consume ,
as well as he quick and agile in e changeabili y o hei p e e ences, ha e led o an u gen
s a egic need in he adop ion o o ganiza ional so wa e ha esponds o cu en comme cial
imposi ions and b ings compe i i e ad an ages by i s adop ion.
So, i is necessa y o supply cus ome sa is ac ion, which is bene icial o companies. In his
way, CRM (Cus ome Rela ionship Managemen ) sys em is o high impo ance in oday's
o ganiza ions.
Conside ing his, he p esen ed disse a ion epo s on a consul ing p ojec by Deloi e o a
inancial ins i u ion, mo e speci ically a CRM implemen a ion. Sales o ce is a cloud compu ing
echnology wi h a high g ow h a e in he IT indus y. I is a ailable in he cloud, wi h no need
o ins all any so wa e o ha dwa e. Toge he wi h Sales o ce, Deloi e is cu en ly de eloping
and implemen ing a CRM solu ion using Sales o ce echnology in a inancial ins i u ion in a
eal en i onmen . In his way, i is possible o enhance a be e ela ionship and comme cial
e ec i eness be ween he ins i u ion and he clien .
Mo e speci ically, he disse a ion will ocus on a Sales o ce implemen a ion de eloped by he
au ho and a mul idisciplina y eam. Business, echnology, and design skills in ol ed in he
concep ion o his solu ion om i s s a a e co e ed. Also, he phases o i s p oduc ion, om
idea ion, equi emen s iden i ica ion, solu ion design, implemen a ion, and es ing, a e
p esen ed.
Keywo ds: Cus ome Rela ionship Managemen ; Sales o ce; In o ma ion Technology.
iii
RESUMO
Como podemos impulsiona as endas e pe sonaliza a expe iência do clien e
A ualmen e, exis e um g ande núme o de consumido es que p ocu am no os o necedo es
de se iços mo i ados pela aca qualidade de a endimen o/se iço. Consequen emen e,
exis e uma g ande necessidade po pa e das o ganizações em in es i em na ges ão da sua
elação com os clien es, p ocu ando uma combinação en e es a égias de negócio e
ecnologia que esul em em planos de ação di ecionados e pe sonalizados ao público-al o.
Com a e olução do digi al, a ges ão de elação com o clien e assume pa icula impo ância
na e enção e cap ação de clien es. A ele ada exigência do consumido mode no, assim como,
a ápida e ágil pe mu abilidade das suas p e e ências, le ou a uma necessidade es a égica
u gen e na adoção de so wa es o ganizacionais que espondam às imposições come ciais
co en es e agam an agens compe i i as pela sua adoção.
Assim, é necessá io p opo ciona uma sa is ação po pa e do clien e, o que é bené ico pa a
as emp esas. Des e modo, o sis ema de CRM (Cus ome Rela ionship Managemen ) em uma
ele ada impo ância nas o ganizações a uais.
Pe an e is o, a p esen e disse ação ela a um p oje o de consul o ia da Deloi e pa a uma
ins i uição inancei a, mais especi icamen e uma implemen ação de um CRM. O Sales o ce é
uma ecnologia de compu ação em nu em com um ele ado c escimen o na indús ia de TI.
Encon a-se disponí el na nu em, sem necessidade de ins ala qualque so wa e nem
ha dwa e. Jun amen e com a Sales o ce, a Deloi e encon a-se na ase de desen ol imen o
e implemen ação de uma solução CRM em ecnologia Sales o ce numa ins i uição inancei a
em ambien e eal. Des a o ma, é possí el po encia uma melho elação e e icácia come cial
en e a ins i uição e o clien e.
De o ma mais especi ica, a disse ação i á incidi numa implemen ação Sales o ce
desen ol ida pelo au o e po uma equipa mul idisciplina . Es ão englobadas compe ências
de negócio, ecnologia e design, en ol idos na conceção des a solução desde o seu início.
Também es ão p esen es as ases da sua p odução, desde a ideação, iden i icação de
equisi os, desenho da solução, implemen ação e es es.
Pala as-cha e: Cus ome Rela ionship Managemen ; Sales o ce; Tecnologia de In o mação.
ix
INDEX
Copy igh ................................................................................................................................... i
Acknowledgemen s ....................................................................................................................
Decla a ion o in eg i y ............................................................................................................. i
Abs ac .................................................................................................................................... ii
Resumo .................................................................................................................................... iii
Lis o abb e ia ions/Ac onyms ................................................................................................ xi
Lis o igu es ............................................................................................................................ xii
Lis o ables ............................................................................................................................. xi
1. In oduc ion ........................................................................................................................ 1
1.1 Cus ome Rela ionship Managemen .......................................................................... 1
1.2 Deloi e ......................................................................................................................... 1
1.3 O e all P ojec Objec i es ............................................................................................ 2
1.4 Me hodology ................................................................................................................ 3
1.5 S uc u e ...................................................................................................................... 4
2. Li e a u e Re iew ................................................................................................................ 5
2.1 In o ma ion Technology Re olu ion ............................................................................ 5
2.2 Cloud Compu ing.......................................................................................................... 6
2.3 Ad ances & Ad an ages o Cus ome Rela ionship Managemen .............................. 7
2.4 Cus ome Sa is ac ion .................................................................................................. 9
2.5 Cloud based CRM ......................................................................................................... 9
2.6 E-CRM ......................................................................................................................... 10
2.7 Sales o ce ................................................................................................................... 11
2.8 Resea ch Me hodology .............................................................................................. 13
2
1.3 O e all P ojec Objec i es
Deloi e's goal is o p o ide lawless solu ions by combining echnological and human
esou ces. Deloi e used a Sales o ce solu ion o c ea e a aluable and e icien deli e y o a
banking ins i u ion in his case. The p ojec 's main goal is o implemen a CRM ha mee s all
o he banking ins i u ion's needs, whe he he clien o Deloi e's abili y and knowledge can
mee hem.
• C ea ing a Clien 360° View o a clien ha inco po a es all a ailable ela ionship da a.
• Adap a ion o a ious modes o communica ion - oice, cha , SMS, email, elec onic
messages exchanged h ough in e ne banking/App, and o he s - o cus ome
p e e ences and he complexi y o issues add essed.
• Abili y o mo e closely ack cus ome jou neys and quali y hei eedback.
• Possibili y o inc easing cus ome - o-manage a ios while main aining high le els o
con ac pe sonaliza ion, e en o cus ome g oups wi h ewe ela ionships.
• Comme cial S uc u e's o ganiza ion is mo e e icien , allowing specializa ion in
con ac ac i i ies e sus o he se ice ac i i ies e sus back-o ice ac i i ies.
• Abili y o make p oac i e con ac s a he app op ia e ime and in he app op ia e
o ma , p omo ing he Banking Ins i u ion's commi men o i s cus ome s and
inc easing i s ele ance as a inancial pa ne .
• The need o e icien ly selec clien s o be con ac ed wi h p oac i e con ac s in o de
o sell o enhance he ela ionship on a la ge scale, wi h a dynamic capable o
maximizing he e u n on in es men in con ac s, in o de o mee he Banking
Ins i u ion's commi men o g ow he business mo e e icien ly be o e o he
s akeholde s.
Due o he ime limi a ion in ealiza ion o disse a ion wo k (implemen a ion and
documen ing), i was no possible o achie e all o he objec i es lis ed abo e. Howe e , he
goals ha a e achie ed we e de e mined by wo ac o s: he impo ance o he goal in
achie ing a success ul implemen a ion; and he ime equi ed o comple e and implemen
ha goal in he p ojec . The implemen ed solu ion was de eloped by me in a sandbox
en i onmen p o ided by Sales o ce. The p ojec con ains mo e unc ionali ies bu only he
ones I was di ec ly in ol ed wi h will be de eloped.

3
1.4 Me hodology
Since he goal o his p ojec is o implemen a CRM, i is necessa y o conduc ho ough and
ocused esea ch abou he sys em's a ious unc ionali ies. Hence, he Design Science
Resea ch (DSR) me hod is he mos app op ia e among he exis ing esea ch me hods o he
p esen ed wo k. Also, DSR was de eloped speci ically o he In o ma ion Sys ems domain,
hus mo e sui able o his disse a ion’s opic. This me hod is known o include no only he
de elopmen o he solu ion, bu also he esea ch behind his de elopmen . I is egula ed
by some guidelines, in his case o a disse a ion, because i is a igo ous esea ch me hod
ha is widely ci ed and used in his ype o solu ion de elopmen [3], [4]:
1. P oblem iden i ica ion and mo i a ion - De ining he esea ch p oblem and elabo a ing on
he signi icance o he p oposed solu ion.
2. De ining solu ion goals - Based on he de ined p oblem and an unde s anding o wha is
alid and achie able, iden i y and p opose solu ion objec i es.
3. Designing and de eloping he solu ion - De eloping he solu ion, which include igu ing ou
he sys em's a chi ec u e, unc ionali y, and design equi emen s.
4. Demons a ion - Using he answe in es s and expe imen s o de e mine whe he o no i
is app op ia e o he issue a hand.
5. E alua ion - To e alua e and de e mine how well he solu ion i s he si ua ion, compa e
he a ge ed goals wi h he ou comes ob ained. A his s age, i migh be essen ial o go back
o s ep h ee and pu some imp o emen s a egies in place.
6. Communica ion - In o m he public abou he p oblem and he impo ance o esol ing i ,
as well as he de eloped solu ion and i s applicabili y.
This ype o in es iga ion me hod is hen ep esen ed in Figu e 1 [3].
Figu e 1: DSR P ocess Model (adap a ion om [3])
4
1.5 S uc u e
I was o ganized in a ch onological o de o e en s o ensu e a be e unde s anding o he
heme and, as a esul , o he indi idual p ojec .
The backg ound and need o he de elopmen o a CRM sys em capable o mee ing he needs
o he banking ins i u ion a e p esen ed in Chap e 1, which is he in oduc ion.
The li e a u e e iew in Chap e 2 ocuses on he main incen i es o he au ho 's p oposed
solu ion. To begin, a his o ical o e iew o he In o ma ion Technology Re olu ion is p o ided,
as well as all o he o ganiza ional e ec s ha digi al mig a ions ha e b ough .
The clien 's cu en business eali y and he u u e o i s Cus ome Rela ionship Managemen
uni a e desc ibed in Chap e 3.
Chap e 4 discusses he model ha will be used as a solu ion o he p oposed heme, as well
as p e ious wo k.
Chap e 5 w aps up he disse a ion wi h a discussion o he p ojec 's impo ance, bo h om
he clien 's pe spec i e and in e ms o he company's lessons lea ned. The majo d awbacks
o he p oposed solu ion a e also discussed, as well as u u e di ec ions o imp o emen .
5
2. LITERATURE REVIEW
2.1 In o ma ion Technology Re olu ion
Due o an inno a i e explosion o economic, echnological, and poli ical ac o s in he 1980s,
he IT e olu ion e up ed, esul ing in a dis up i e his o ical e en compa able o he
Indus ial Re olu ion in e ms o u u e business oppo uni ies.
This e olu ion had se e al pi o al momen s, he i s o which was when IT solu ions wen
om being ega ded as a luxu y i em o being ega ded as a cos -e ec i e i em. The bina y
language hen appea s, emo ing many ba ie s and allowing da a sha ing. The las c i ical
poin eme ges in he co po a e and coope a i e sec o as a esul o coun ies' e o s o de-
egula e and p i a ize some public monopolies, esul ing in an inc ease in compe i o s in he
ma ke and making i mo e compe i i e. Companies made e o s o imp o e he quali y o
hei p oduc s, esul ing in an inc ease in IT in eg a ions in he business model [5].
Fo compe i i e easons, oday's businesses mus i ualize e e y hing. IT is iewed by
ins i u ions as a ool o achie ing be e esul s, p omo ing inno a ion, and gene a ing
p og ess in o e bu dened indus ies. Se e al ends and s a egies, such as E-Business, ha e
eme ged o e ime.
Di e en s a egic app oaches conside ing he company's goals and p inciples can esul in
elec onic business (E-Business) mig a ions. E-business allows o mo e global, i ual, and
e icien business en i onmen s o be c ea ed. Ins i u ions can explo e and imp o e hei
p ocesses based on he cons ain s and capabili ies in ol ed [6].
Tha in a highly demanding wo ld, he IT Re olu ion has ab up ly changed he cu en business
eali y.
The IT e olu ion has had a signi ican impac on businesses, imp o ing p o i abili y, quali y,
and e iciency, bu i has also c ea ed some challenges.
A well-implemen ed IT sys em can be expec ed o boos p oduc i i y by making mo e e icien
use o capi al and esou ces, as well as making wo ke s mo e p oduc i e. I boos s g ow h
indi ec ly by p o iding access o global ma ke s and allowing quick decisions.
6
I allows o mo e e icien alloca ion o goods and se ices, as well as highe business quali y,
inno a ion, and economic ull capabili y pe o mance.
The ans o ma ion o he business model may p esen some challenges. SPAM, cybe -a acks,
and legi ima e e-mail a e examples o addi ional economic cos s associa ed wi h i s
main enance and pu chase. Can expe ience IT ailu es pu he p i acy o he company's
communi y a isk by allowing co po a e and go e nmen acking [7].
2.2 Cloud Compu ing
Cloud compu ing is a s aigh o wa d app oach ha o e s on-demand access o a sha ed
ne wo k o cus omizable compu ing esou ces such as ne wo ks, se e s, s o age,
applica ions, and se ices ha can be ins an ly made accessible and used wi h minimal
adminis a ion e o . The cloud model is made up o a ew key cha ac e is ics, se ice models,
and deploymen models.
The cloud compu ing a chi ec u e includes se e al cloud componen s. The cloud a chi ec u e
is sepa a ed in o wo pa s: he on end and he back end, which a e linked ia a ne wo k,
o en he In e ne . The F on -End componen o he cloud compu ing sys em is conce ned
wi h he sys em's clien side and comp ises in e aces and applica ions needed o use cloud
compu ing pla o ms. The back end is p ima ily conce ned wi h he cloud in gene al, as well
as all he esou ces needed o deli e cloud compu ing se ices. The back end includes la ge
da a s o age, i ual machines, se ices, secu i y measu es, se e s, deploymen
me hodologies, and o he back-end componen s [8].
In o he e ms, cloud compu ing e e s o accessing so wa e and da a s o age h ough he
in e ne as opposed o a local se e o compu e ha d d i e. The ad an ages o cloud
compu ing o e adi ional sys ems include:
Bene i s
Desc ip ion
Ope a ing Cos s
Cloud-based so wa e wo ks in a way ha you only pay o he s o age
space and p ocessing powe ha you use. A cloud-based se ice can be
hos ed and ha e i s undamen al componen s main ained by a hi d-
pa y se ice p o ide .
7
Flexibili y and
Scalabili y
The po en ial o limi less esou ces and s o age space exis s on cloud-
based sys ems. Consequen ly, you company can keep g owing. Scaling
is possible wi hou wo ying abou how you se e will manage and
s o e addi ional da a.
Du abili y
The bene i o cloud-based s o age is ha he da a is eplica ed ac oss
nume ous se e s. An au oma ed load balance connec s and con ols
hem all. This indica es ha no da a o se ice would be los i one se e
ailed, o he connec ion was los . As a esul , down ime is au oma ically
a oided.
Accessibili y
The main ad an age o cloud compu ing o e adi ional IT in as uc u e
is he accessibili y o i a any ime and om any loca ion. I you ha e an
in e ne connec ion and a login.
Table 1: Ad an ages & disad an ages o Cloud Compu ing
2.3 Ad ances & Ad an ages o Cus ome Rela ionship Managemen
The acquisi ion o cus ome s is he p ima y goal o adi ional ma ke ing. CRM, on he o he
hand, has a b oade ocus, wi h he goal o gaining and keeping cus ome s. CRM has ushe ed
in a new e a o ma ke ing. I became necessa y o e ol e business p ocesses, wi h a ocus on
imp o ing cus ome e en ion h ough e ec i e cus ome ela ionship managemen . CRM is
a s a egy o main aining a posi i e ela ionship wi h cus ome s, inc easing cus ome loyal y,
and inc easing he li e ime alue o a cus ome . CRM analyzes cus ome beha io in dep h,
collec ing da a using in o ma ion and communica ions echnology (ICT) ha can hen be
analyzed and p ocessed o s eamline cus ome in e ac ions by ha ing mo e cus ome
in o ma ion [9].
S a egic CRM, analy ical CRM, and ope a ional CRM a e he h ee ypes o CRM. The s a egic
aspec o CRM deno es he app oach aken o iden i y p o i able cus ome s and con e hem
in o long- e m cus ome s. The ope a ional pa o CRM includes sales, ma ke ing, and
cus ome se ice au oma ion. Analy ical CRM is he ans o ma ion o cus ome da a in o a
o ma ha can be used o s a egic o ope a ional CRM pu poses [10].
In sa u a ed ma ke s, a CRM is he mos impo an me hod o gaining and main aining
s a egic ad an ages.

8
CRMs a e implemen ed wi h he goal o maximizing alue o bo h cus ome s and businesses,
while simul aneously inc easing hei indi idual bene i s. Gi en he inc easing demand o
esou ces in oday's in o ma ion sys ems, cloud compu ing has eme ged as a new me hod o
deli e ing IT se ices, esul ing in new business oppo uni ies o IT companies and allowing
cus ome s o cu cos s while imp o ing se ice quali y.
Ra he han in es ing in a adi ional and s anda d compu ing in as uc u e, mos
o ganiza ions will p e e o hi e companies ha p o ide cloud compu ing se ices hese days.
P ocessing powe , s o age, and business applica ions a e he mos common se ices
eques ed by hese businesses. As a esul , he mos widely used model is So wa e as a
Se ice (SaaS). The e a e nume ous bene i s o hi ing an ou side endo o manage a
company's cloud compu ing, including no ha ing o in es in ha dwa e, so wa e, o
in as uc u e, as well as keeping so wa e and solu ions cen alized.
A CRM is mo e han jus an in o ma ion sys em; i 's also a business ool and a ma ke ing
s a egy. I p o ides in o ma ion abou wha a cus ome wan s and how he buys, allowing o
a s onge cus ome -company ela ionship. CRM p o ides a comp ehensi e iew o he
cus ome . Communica ion and ac ions wi h cus ome s become delibe a e and consis en
when using a CRM. Cus ome ela ionship managemen 's sole pu pose is o showcase a
company's ( i ual) side. I is possible o de e mine a cus ome 's alue o a company, which
includes bo h immedia e alue and u u e bene i s ha his cus ome /company ela ionship
may b ing [1]. When looking a Figu e 2, i 's clea ha Sales o ce is he CRM ha s ands ou
abo e he es [11].
Figu e 2: Ga ne boa d o CRM p o ide s (May 2021)
9
2.4 Cus ome Sa is ac ion
Cus ome happiness is conside ed o be one o , i no he, key goals o any i m. Cus ome s
a e sa is ied when hei equi emen s a e add essed. They assess i ems and se ices in ligh
o hei expec a ions. When a p oduc o se ice mee s hei expec a ions, hey a e sa is ied.
Cus ome s e alua e he quali y o a se ice hey ecei e by compa ing hei imp essions o
he pe o mance o he p oduc o se ice o hei expec a ions. Cus ome s do no all ha e
expec a ions; a he , hey assess i ems and se ices based on hei alues, o hei needs and
desi es, a he han hei expec a ions. Finally, in ansac ional in e ac ions, cus ome s
e alua e i ems and se ices by compa ing ne gains o hose o a con ol g oup.
Cus ome sa is ac ion is a cus ome 's o e all e alua ion o a p oduc o se ice.
Cus ome sa is ac ion could be de ined in he con ex o CRM by de e mining he ex en o
which cus ome needs a e me h ough CRM ac i i ies [10].
2.5 Cloud based CRM
CRM sys ems a e ypically in e nal applica ions, meaning hey a e ins alled and un on se e s
wi hin an o ganiza ion. The new CRM sys em models a e cloud-based, which means ha he
applica ion and da a a e bo h s o ed on he CRM p o ide 's se e s in a da a cen e ha can
be accessed ia a web b owse .
SaaS CRM, online CRM, and Web CRM a e all e ms used o desc ibe cloud CRM. This ype o
CRM has nume ous echnical and inancial bene i s. Because Cloud CRM does no equi e a
local se e o un, he e a e no in as uc u e, se e so wa e, o main enance cos s, and
upda es, backups, and main enance a e all gua an eed by he Cloud p o ide .
Use s can access he sys em ia he In e ne om any loca ion, including hei home, o ice,
o sma phone. The se ice is paid o mon hly a he han in ad ance, lowe ing he inancial
isk o hese p ojec s and imp o ing he o ganiza ion's cash low.
Nowadays, ha ing a good CRM is c i ical o a company's ela ionship wi h i s cus ome s; as a
esul , i necessi a es g ea cau ion when en us ing his asse o an ou side se ice p o ide
[1].
10
2.6 E-CRM
E-CRM is a ype o cus ome ela ionship managemen sys em (CRM) ha e e s o ma ke ing
ac i i ies, ools, and echniques deli e ed ia he In e ne . Using echnologies like Web si es
and e-mail, as well as da a cap u e, wa ehousing, and mining. E-CRM, like any o he CRM,
ocuses on inding, building, and imp o ing long- e m cus ome ela ionships in o de o
maximize hei indi idual po en ial. Cus ome loyal y is impo an in e-comme ce; a
cus ome 's online loyal y o an online se ice may be s onge han a cus ome 's adi ional
loyal y o a adi ional se ice [12].
e-CRM ma ke s, e-CRM business models, e-CRM knowledge managemen , e-CRM echnology,
and e-CRM human ac o s a e he i e majo non-exclusi e e-CRM esea ch a eas [9].
Each o he i e esea ch a eas has an impac on e-CRM esea ch and p ac ice. Some opics
a e mo e closely ela ed han o he s. Ma ke s, o example, a e mo e likely han knowledge
managemen o echnology o be in luenced and ha e a g ea e impac on human ac o s and
business models. Simila ly, echnology and ma ke s ha e a g ea e impac on human ac o s
han business models o knowledge managemen . In some way, all a eas in luence each o he ,
ei he di ec ly o indi ec ly.
Figu e 3 p esen s he inpu -p ocess-ou pu model ha se es as he heo e ical amewo k
o s udying some o he a iables ha in luence e-CRM p ocesses and esul s. This amewo k
is help ul because he ields and associa ed cons uc s, a iables, and measu es ha can be
ob ained om hem can se e o guide u u e esea ch on e-CRM [13].
Figu e 3: e-CRM esea ch amewo k (adap a ion)
11
2.7 Sales o ce
Sales o ce is a Cali o nia-based so wa e company wi h headqua e s in San F ancisco. I
p o ides cus ome ela ionship managemen (CRM) se ices as well as cus ome se ice,
ma ke ing au oma ion, analy ics, and applica ion de elopmen business applica ions. Ma c
Benio , Da e Moellenho , and F ank Dominguez ounded he company on Feb ua y 3, 1999.
They s a ed ou as a so wa e-as-a-se ice (SaaS) company. The company was lis ed as a CRM
on he New Yo k S ock Exchange in 2004 and was alued a $110 million US dolla s.
Sales o ce now o e s se e al ypes o cus ome ela ionship managemen (CRM) se ices,
including: Comme ce Cloud, Sales Cloud, Se ice Cloud, and Da a Cloud a e all examples o
cloud compu ing. Ma ke ing Cloud, Communi y Cloud, Manu ac u ing Cloud, Analy ics Cloud,
App Cloud, Vaccine Cloud, and IoT Cloud a e all examples o cloud se ices. And collabo a e
wi h mo e han 100,000 cus ome s.
Sales o ce's main se ices a e case managemen , ask managemen , and issue managemen
ools. I also p o ides cus ome s wi h case acking capabili ies and social ne wo king si e cha
ea u es, as well as analy ical ools and o he se ices such as email ale s, Google sea ches,
and access o cus ome en i lemen and con ac s. They also collabo a e wi h businesses like
IBM, Accen u e, and Saggezza o help hem in eg a e Sales o ce's cloud-based se ices in o
hei ope a ions.
Cus ome 360 is hei main p oduc , which gi es use s a 360-deg ee iew o hei business,
wi h a single, sha ed iew o e e y cus ome ac oss all depa men s o help manage and
pe ec he cus ome expe ience. Fo he pu pose o inc easing sales p oduc i i y and
pe o mance, he CRM is capable o inc easing sales p oduc i i y and pe o mance, c ea ing
sma e ma ke ing jou neys ha deli e "Re u n On In es men (ROI), p o iding mo e
e ec i e cus ome se ice, and allowing cus ome s o build cus om apps in jus a ew clicks.
Sales o ce is he as es g owing op 10 so wa e company in he wo ld and has been anked
as one o he wo ld’s mos inno a i e companies by Fo bes o eigh yea s in a ow [14].
Sales o ce is a cloud p o ide ha specializes in CRM so wa e. The se ice cloud, he
ma ke ing cloud, and he sales cloud a e all suppo ed [15].
18
3.3 Sales o ce Solu ion
The in-p og ess Sales o ce solu ion aims o be he inancial ins i u ion only ool o cus ome
manage . The key unc ional equi emen s o be achie ed un il he end o he p ojec :
• Cha ac e ising and p io i ising Clien s and la ge-scale con ac s (e.g., cus ome , con ac ,
accoun , e c.).
• Combine he use o comme cial le e s, such as e en s, wi h in o ma ion gene a ed by
he solu ion i sel based on cus ome beha iou and jou neys (e.g., sales o ecas ing
and analy ics, oppo uni y managemen , lead sco ing, e c.).
• Au oma e as many cus ome in e ac ions and less p oduc i e, epe i i e asks as
possible o ee up sales s a ime o highe alue-added in e ac ions wi h a g ea e
impac on sales and cus ome sa is ac ion (e.g., au oma ed mails, sales and ollow-up
unnels, au oma ed asks, p oduc knowledge, e c.).
• Moni o and p omo e a pe o mance comme cial (e.g., eam pe o mance e alua ion,
KPI, sales ange, e c.).
Wi h he objec i e: o inc ease he capaci y and e iciency o dis ance manage s, inc easing
he e ec i eness o daily sales, while signi ican ly inc easing he a io o Cus ome s pe
Comme cial. This said, o ensu e he achie emen o hese objec i es, Deloi e deli e ed an
o e ha in es iga e accoun wo p incipal manage ial laye s.
Fi s ly, on he unc ional side, he ecommended solu ion should mee a se o gene al
equi emen s:
• Cus ome Managemen : p o ides a 360º iew o he Cus ome ha concen a es
con ac and comme cial managemen in o ma ion and mechanisms o assess hei
needs and sa is ac ion.
• Con ac Managemen : Cus ome con ac channels and media managemen . C ea e,
sha e and upda e con ac lis s, make appoin men s, es ablish con ac schedules and
he acking o asks, e en s and con ac s made o ye o be made. Enable he
implemen a ion o a cus ome communica ion p o ile wi h he inancial ins i u ion,
wi h con ac p e e ences, consen indica o s, eques s o cus ome in o ma ion.

19
• Accoun Managemen : Comple e iew o cus ome ela ionship, including con ac s,
con ac , his o y, comple ed ansac ions, cu en o de s, enqui ies, se ice his o y,
oppo uni ies and p oposals.
• Ac i i y Managemen : All ac i i ies, comple e o pending, ela ed o a cus ome ,
con ac o oppo uni y, es ablishing ask lis s, se ing p io i ies, moni o ing p og ess
and scheduling ale s.
• Con ac Managemen : C ea e p oposals, ollow up, make p og ess and accele a e,
moni o and con ol he con ac ing o p oduc s and se ices wi h cus ome s.
• E en Managemen : Manage igge s and asks based on cus ome e en s, hei
ac i i y o p oduc s in po olio (e.g.: bi hday, p oduc expi a ion, e c.).
• Oppo uni y Managemen : Managemen o sales oppo uni ies eco ds and hei
moni o ing.
• Documen managemen : Cap u e, ce i ica ion and o ganisa ion o sales p ocess
documen s, acili a ing hei eceip and/o submission o he clien and ensu ing ha
i is always he mos up- o-da e e sion.
Finally, on he echnical side, he ecommended solu ion mus mee a se o gene al
equi emen s:
• F amewo k o apid de elopmen and deploymen in a Cloud and/o on-p emises
en i onmen .
• Compa ibili y wi h he bank's in eg a ion en i onmen and wi h APIs (e.g.,
REST/SOAP), as well as he acili y o in eg a e da a iles (excel, x ...).
• Wo k me hodology should ollow agile p ac ices and include De Ops ools / solu ions.
• Solu ion mus ha e high a ailabili y (24x7x365) and be lexible, s able and obus o be
adequa e o he high olumes o in o ma ion ha cha ac e ise he bank's channels.
• Pla o m and componen s mus con o m o he bes ma ke p ac ices and s anda ds.
20
3.4 Sales o ce Solu ion P oblem
Financial Se ice is a package p o ided by Sales o ce o inancial se ices. I 's a solu ion
c ea ed o assis you in managing and enhancing you in e ac ions wi h clien s and cus ome s.
The Financial Se ice Cloud is he op cus ome in e ac ion pla o m in he wo ld ha has been
edesigned o he inancial se ices indus y. I is he ideal en y-le el solu ion o businesses
ha p o ide weal h managemen , banking, and insu ance.
The essen ial capabili ies o he Sales and Se ice Cloud a e enhanced and expanded by he
da a model. Howe e , he da a model is cus omized o you indus y and includes a sepa a e
B2C model so you company may communica e wi h cus ome s di ec ly.
Cus om objec s make i easie o manage cus ome goals, p o ide inancial in o ma ion o
cus ome s and g oups, and use he inancial accoun s model.
The inancial se ices bundle om Sales o ce o e s mo e unc ionali y han he s anda d
Sales o ce package. Al hough no all inancial businesses a e he same, he Sales o ce inancial
se ices sui e is an excellen place o s a o inancial se ices CRM. Ne e heless, ce ain
imp o emen s s ill need o be done. The mos signi ican Financial Se ices conce ns a e
included in he ollowing able.
Conce ns
Desc ip ion
Objec
Fields, picklis s, layou s, and o he elemen s equi ed o
suppo you business ope a ions mus be modi ied.
Accoun s
The eco d ype pe son accoun will now be used by all
accoun s, no suppo ing en e p ise clien s.
New Pe mission Se
To ul ill he demands o each use , i is necessa y o e iew
he pe missions and c ea e new ones.
Cus omiza ion
Cus omiza ion o any kind is mo e challenging o comple e.
The package includes non-edi able ea u es, ields, and
ules.
Table 2: Conce ns o Financial Se ices Cloud Implemen a ion
21
4. IMPLEMENTED SOLUTION
As p e iously s a ed, i will no be possible o implemen all he banking ins i u ion's
unc ionali ies, so we will concen a e on he mos impo an p ojec equi emen s. The Co e
unc ionali y g oup, he Financial Accoun & Oppo uni y unc ionali y g oup, and he Repo s
& Dashboa ds unc ionali y g oup a e he h ee g oups. Ou goal is o implemen a leas one
ea u e om each g oup, wi h a ocus on he Co e g oup, which con ains he mos c i ical
ea u es.
4.1 Co e
The sys em is made up o a ious modules, which a e linked o each o he h ough
ela ionships c ea ed be ween hem. I is possible o add modules wi hou comp omising he
sys em. The sys em is called Financial Ins i u ion, in Figu e 12 we can see he App Homepage,
wha he use sees when en e ing he sys em.
We can iew a a ie y o i ems on he homepage, including a ew dashboa ds, All
Oppo uni ies, Open Tasks, Con ac s wi h Bi hdays wi hin he nex week, All Financial
Accoun s, Recen ly Opened Accoun s, and a panel showing he s ages o Oppo uni ies. To
enhance he use expe ience, a d opdown menu was made wi h he Na iga ion I ems so ha
i would be simple o swi ch be ween he a ious modules, as we can see in he Figu e 13.
Figu e 5: Financial Ins i u ion App
22
When opening an accoun , we ha e an idea o he Clien 360º View. Fo his o happen, you
need o gene a e new cus ome s, and he e a e h ee di e en ypes o accoun s you can
c ea e. Household o a g ouping o ela ed pe sons and ins i u ions. Business o a company
o an o ganisa ion. Pe son Accoun o indi idual accoun s, which will be ou ocus (Figu e 14:
New Accoun Figu e 14). The h ee eco d ypes ha e di e en ields, di e en layou s and
di e en ways o handling he in o ma ion. Figu e 15 shows he ields needed o c ea e a
Pe son Accoun . A Clien 360° View, which con ains he clien 's inancial condi ion, accoun
in o ma ion, li e e en s, connec ions o o he accoun s, in e ac ions, and accoun no es, is
a ailable o us once he accoun has been opened.
The Financial Accoun s ab allows you o examine he pe son's exis ing inancial accoun s and
es ablish new ones, he e a e wo ypes o accoun s he Passi e Accoun s (Figu e 16) and he
O he Accoun s (Figu e 17), you may also iew all Financial Accoun s. The De ails page shows
he da a ha was supplied when he accoun was es ablished and le s you change i i i 's
inaccu a e (Figu e 18).
The Li e E en s page allows he cus ome o en e and iew some o hei mos majo inancial
li e e en s, such as hei wedding, ca pu chase, and child's bi h, among o he s (Figu e
6,Figu e 19, Figu e 20 & Figu e 21).
I is possible o a ange new in e ac ions on he In e ac ions page, whe e you may iew
upcoming and pas -due e en s, asks, and calls (Figu e 22). The Rela ed page se es as a lis
o all he cus ome 's accoun s, he g oups o which he belongs, and he con ac in o ma ion
o hose wi h whom he has sha ed accoun s (Figu e 23). The las i em is he No es ab, whe e
you may see a his o y o p e ious accoun changes and lea e a no e o la e use (Figu e 24).
Fi e o he componen s a e also isible on he Accoun page. The i s one, Accoun Compac
Layou , is a he op o he page and allows a maximum o six Accoun ields o be displayed;
he ields canno be edi ed.
Figu e 6: Li e E en s
23
The second componen is a ligh ning web componen , which was de eloped using HTML and
Ja aSc ip and allows you o display wha e e ield you desi e (Figu e 50,Figu e 51,Figu e 52
& Figu e 53).
Figu e 7: LWC Accoun
Depending on he cus ome 's in o ma ion, he wa ning sign's colou may change (Figu e 25).
You can access he clien 's name and phone numbe in he Accoun De ails componen in case
you need o ge in ouch wi h hem igh away. You can examine and add he clien 's
documen s, including hei ci izen ca d, d i e 's license, and o he ypes, unde he
Iden i ica ion Documen componen (Figu e 26 & Figu e 27). The oppo uni ies componen
displays he accoun - ela ed oppo uni ies.
By de eloping a ious p o iles, he inancial ins i u ion will be able o egula e he deg ee o
isibili y o each use . Two dis inc p o iles ha e been c ea ed o FI Ad iso s and FI Senio
Ad iso s. Sue Be y has he FI Ad iso p o ile, and Hank Bu on has he FI Senio Ad iso p o ile
(Figu e 43). Bo h iden i ies es ablished o e i y he pe missions o each p o ile can log in using
he sys em adminis a o p o ile. A ba a he op o he sc een ha shows which use is logged
in and he op ion o log ou appea s when he adminis a o logs in using a di e en accoun
(Figu e 44). FI Ad iso s ha e mo e es ic ions han FI Senio Ad iso s. Financial Ad iso s can
only ead and iew all oppo uni ies, hey canno dele e any Financial Accoun s (Figu e 45 &
Figu e 46) o any Accoun , canno c ea e o edi oppo uni ies (Figu e 47).
As a Senio FI Ad iso you can pe o m any ope a ion o c ea ing, eading, upda ing and
dele ing (CRUD) any objec such as Financial Accoun s (Figu e 48) and Oppo uni ies (Figu e
49).
4.2 Financial Accoun & Oppo uni y
Financial Accoun unc ionali ies a e ela ed o all inancial accoun eco d ypes and
oppo uni ies in o de o app oach a clien wi h he igh in o ma ion and inc easing he
chances o success.

24
On he Accoun page o he Financial Accoun s page, whe e you can es ablish new Financial
Accoun s and iew all Financial Accoun s, a e he wo si es whe e Financial Accoun s can be
c ea ed. An accoun mus be linked o a inancial accoun . Financial Accoun s ha e ou
di e en eco d kinds (Figu e 28). Bank Accoun , bank accoun such as sa ings, checking, and
c edi . Checking Accoun , ep esen s a deposi accoun o wi hd awals and deposi s (Figu e
29). C edi Ca d ep esen s a ype o paymen ca d issued wi h a line o c edi (Figu e 30).
In es men Accoun , in es men accoun s such as b oke age accoun s. The wo main ones a e
Checking Accoun (Figu e 31) and C edi Ca d (Figu e 32).
One o mo e Financial Accoun Ca ds may o may no ela e o each o hese ca ds.
Compa able o a ca d, he Financial Accoun Ca d pe o ms simila ope a ions, has a BIN
numbe , and may o may no be ac i e. I also indica es he inancial accoun i belongs o
(Figu e 33 & Figu e 34). Financial Accoun s come wi h a a ie y o capabili ies depending on
he ype o eco d ype, bu hey all suppo ile a achmen s and ha e ields o Name,
Owne ship, S a us, and Desc ip ion, among o he s.
Oppo uni ies a e ongoing ansac ions. Deal in o ma ion, such as which accoun s, hey a e
o , who he pa icipan s a e, and he p ospec i e e enue, is acked in oppo uni y eco ds.
Fo accoun s you a e wo king on, oppo uni ies can be c ea ed di ec ly om he Oppo uni ies
page (Figu e 35).
Figu e 8: C edi Ca d Accoun
Figu e 9: Oppo uni y
25
The e a e wo ypes o oppo uni ies, Gene al (Figu e 36 & Figu e 38) and Oppo uni y (Walle
Sha e) (Figu e 37 & Figu e 39). Oppo uni ies ha e a s a us ba ha shows he oppo uni y's
s age. The s age a ies om eco d ype o eco d ype, i is no possible o e u n o a pas
s age (Figu e 40) his happens because a alida ion ule has been c ea ed ha does no allow
o selec a s a e be o e he cu en one.
The oppo uni ies page addi ionally has an Accoun De ails componen ha pulls in o ma ion
abou he accoun associa ed wi h he oppo uni y; his componen allows use s o upda e
he in o ma ion p esen ed abou he accoun wi hou en e ing he accoun i sel . A con ac is
connec ed o an oppo uni y ia he Con ac Role.
4.3 Repo s & Dashboa ds
The goal o he Repo s & Dashboa ds g oup is o imp o e he bank's comme cial ac ions by
p epa ing, moni o ing, and acing epo s and dashboa ds ela ed unc ions.
A epo is a well-o ganized, ho oughly esea ched documen ha educa es a speci ic g oup
on a gi en issue o subjec . The aim o a epo is o p o ide in o ma ion, p o ide di ec ion, o
a ec decision-making and/o he esul o a cou se o ac ion. A dashboa d's p ima y unc ion
is o p o ide a ho ough o e iew o da a om epo s. Dashboa ds can be used o ack,
measu e, and analyse pe inen da a in impo an a eas.
In Sales o ce, ou di e en epo ypes a e a ailable. Summa y, Ma ix, Tabula , and Joined.
Depending on wha you wan om a epo , each one is ideally sui ed o display a ious ypes
o da a.
The epo is mean o gi e he use a mo e comp ehensi e unde s anding o he company o
a single clien . The use ge s he abili y o design hei own epo and, i hey so choose,
expo i o Mic oso Excel. As he use can c ea e and modi y epo s o see he desi ed
in o ma ion, he in o ma ion o e ed by he epo will depend on wha he use wan s o see.
I may be a epo abou he s a us o Oppo uni ies o abou a speci ic clien .
The eco ds ha ul il he c i e ia you speci y a e lis ed in a epo . I can be so ed, g ouped,
o shown as a g aphical cha in Sales o ce, whe e i is displayed in ows and columns. Each
epo is kep in i s own olde . Folde s can be ead-only o ead/w i e and can be made public,
26
hidden, o sha ed. An easy sample epo is displayed in he Figu e 42, whe e you can iew all
he oppo uni ies in he "Clien P esen a ion" s age.
Oppo uni ies S ages is a Ligh ning Web Componen ha can be ound on he homepage
(Figu e 54,Figu e 55,Figu e 56 & Figu e 57).
I allows you o selec he s a us o an oppo uni y and iew he ele an epo o each s ep
o ge an indica ion o how many oppo uni ies a e in each s age.
In Figu e 41, an illus a ion o a epo designed o show how many open cases he e we e by
accoun . The dashboa d is depic ed in he same illus a ion. Sales o ce dashboa ds a e isual
ep esen a ions o epo s. I displays g aphic elemen s made om da a om he ci ed
epo s. These elemen s gi e a quick o e iew o impo an me ics and pe o mance
indica o s. Mos ou comes and ac i i ies will be shown in a g aphical way on dashboa ds.
The e a e plen y de eloped dashboa d examples on he homepage (Figu e 12).
4.4 P ocess Imp o emen
The solu ion was implemen ed in a Sales o ce sandbox en i onmen ollowing he se up o
he inancial se ices cloud package. Impo an unc ionali y was added o he solu ion by he
cloud package o inancial se ices. The poin s in he nex able a e hose ha made he
p e ious sec ions' solu ion be e .
Figu e 10: LWC Oppo uni y
Figu e 11: Dashboa ds
27
Fea u es
Desc ip ion
Co e
The c ea ion o he "Financial Ins i u ion" applica ion
wi hin Sales o ce included he de ini ion o he homepage
and he choice o objec s o be shown in he na iga ion ba .
The eco d ypes ha would be p esen ed in he Accoun
objec we e chosen and cons uc ed wi h hei app op ia e
layou s and ields, u ilizing ea u es om he inancial
se ice cloud package like he "li e e en s" and " ela ed"
abs. Addi ionally, connec ions we e made be ween he
objec s ha a e shown in he ela ed lis .
Di e en pe missions on a ious objec s we e used when
c ea ing he p o iles FI Ad iso and FI Senio Ad iso .
Financial Accoun &
Oppo uni y
The eco d ypes ha would be displayed in he Financial
Accoun and Oppo uni y objec s, as well as hei
co esponding layou s and ields, we e chosen and buil .
A ule was de ined in he Oppo uni y objec u ilizing na i e
Sales o ce echnology called Valida ion Rules, which
p ohibi s changing he s a us o a p e ious s a e.
Repo s & Dashboa ds
To display as dashboa ds on he homepage, many Repo
ypes ha e been de eloped.
Ligh ning Web Componen s
In o de o ake ull use o Sales o ce's le el o
cus omiza ion, wo Ligh ning Web Componen s ha e been
de eloped.
Table 3: P ocess Imp o emen Fea u es
Due o some use s’ esis ance o change, he solu ion adop ed was no immedia ely
bene icial. To educe esis ance, a se ies o p esen a ions we e gi en o consume s o explain
how he echnology wo ked.
A numbe o epo s and dashboa ds we e de eloped, bu only boa d membe s had access o
hem. The epo s p o ide in o ma ion on how he pla o m is being used, including da a on
34
ANNEX I
Figu e 12: Financial Ins i u ion App Homepage

35
Figu e 13: Financial Ins i u ion App Na iga ion I ems
Figu e 14: New Accoun
36
Figu e 15: New Pe son Accoun
37
Figu e 16: Accoun -Financial Accoun s Tab e . o Passi e Accoun s
Figu e 17: Accoun -Financial Accoun s Tab e . o O he Accoun s
38
Figu e 18: Accoun -De ails Tab
39
Figu e 19: Accoun -Li e E en s Tab
Figu e 20: Accoun -Li e E en s Tab (Mo e E en s)

40
Figu e 21: Accoun -New Li e E en
41
Figu e 22: Accoun -In e ac ions Tab
Figu e 23: Accoun - Rela ed Tab
42
Figu e 24: Accoun -No es Tab
Figu e 25: Ligh ning Web Componen
43
Figu e 26: Accoun -Iden i ica ion Documen
Figu e 27: Accoun -New Iden i ica ion Documen
50
Figu e 40: Oppo uni y-Canno Selec a Pas S age
Figu e 41: Repo -Cases Cu en ly Open by Accoun

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Figu e 42: Repo -Oppo uni ies Clien P esen a ion
Figu e 43: Use s-P o iles
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Figu e 44: FI Ad iso P o ile
Figu e 45: FI Ad iso P o ile – Dele e
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Figu e 46: FI Ad iso P o ile - Dele e Wa ning
Figu e 47: FI Ad iso P o ile – Edi
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Figu e 48: FI Senio Ad iso – Dele e
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Figu e 49: FI Senio Ad iso -Edi

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APPENDIX I
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< empla e>
<ligh ning-ca d>
<ligh ning-layou ho izon al-align="space">
<ligh ning-layou -i em padding="a ound-small">
<di class="heade -column">
<p class=" ield- i le" i le="Accoun Name">Accoun
Name : </p>
<p>{ esul .Name}</p>
</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="heade -column">
<p class=" ield- i le" i le="NIF">NIF : </p>
<p> { esul .NIF__c}</p>
</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="heade -column">
<p class=" ield- i le" i le="Re u ned
Cheques">Re u ned Cheques : </p>
<ligh ning-inpu ype="checkbox"
onchange={handleChange} checked={ esul .Re u ned_Cheques__c}
disabled></ligh ning-inpu >
</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="heade -column">
<p class=" ield- i le" i le="Inciden s">Inciden s :
</p>
<ligh ning-icon i : alse={ esul .Inciden s__c} icon-
name="u ili y:wa ning"
al e na i e- ex ="Wa ning!" i le="No
Inciden s">
</ligh ning-icon>
<ligh ning-icon i : ue={ esul .Inciden s__c} icon-
name="u ili y:wa ning"
al e na i e- ex ="Wa ning!" a ian ="e o "
i le="Inciden s">
</ligh ning-icon>
</di >
</ligh ning-layou -i em>
</ligh ning-layou >
</ligh ning-ca d></ empla e>
Figu e 50: lwc_Accoun .h ml
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.c-con aine {
bo de : 1px solid #d8dde6;
ma gin: 10px 0 20px 0;
}
.heade -column {
padding: 0 2 em;
}
. ield- i le {
on -size: .75 em;
line-heigh : 1.25;
colo : #54698d;
ma gin-bo om: .25 em;
}
.cus om-box {
ex -align: cen e ;
backg ound-colo : # 4 6 9;
padding: 1 em;
bo de : 1px solid #d8dde6;
}
.da k-backg ound {
backg ound-colo : #16325c;
padding: 12px;
colo : # ;
}
. ow {
ma gin: 10px 0 10px;
}
Figu e 51: lwc_Accoun .css
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impo { api, Ligh ningElemen , wi e } om 'lwc';
impo { ge Reco d } om 'ligh ning/uiReco dApi';
impo NAME_FIELD om '@sales o ce/schema/Accoun .Name';
impo NIF_FIELD om '@sales o ce/schema/Accoun .NIF__c';
impo RETURNED_CHEQUES om '@sales o ce/schema/Accoun .Re u ned_Cheques__c';
impo INCIDENTS om '@sales o ce/schema/Accoun .Inciden s__c';
expo de aul class Lwc_Accoun ex ends Ligh ningElemen {
@api eco dId;
esul = []
@wi e(ge Reco d, { eco dId: '$ eco dId', ields: [NAME_FIELD, NIF_FIELD,
RETURNED_CHEQUES, INCIDENTS] })
wi edReco d({ da a, e o }) {
i (da a) {
cons { ields } = da a
Objec .keys( ields). o Each(i em => {
le alue = ields[i em] && ields[i em].displayValue ?
ields[i em].displayValue : ields[i em]. alue
his. esul = { ... his. esul , [i em]: alue }
})
console.log(JSON.s ingi y(da a))
}
i (e o ) {
console.e o (e o )
}
}
}
Figu e 52: lwc_Accoun .js
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<?xml e sion="1.0" encoding="UTF-8"?>
<Ligh ningComponen Bundle
xmlns="h p://soap.s o ce.com/2006/04/me ada a">
<apiVe sion>55.0</apiVe sion>
<isExposed> ue</isExposed>
< a ge s>
< a ge >ligh ning__AppPage</ a ge >
< a ge >ligh ning__HomePage</ a ge >
< a ge >ligh ning__Reco dPage</ a ge >
</ a ge s>
</Ligh ningComponen Bundle>
Figu e 53: lwc_Accoun .js-me a.xml
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< empla e>
<ligh ning-ca d i le="Oppo uni ies S ages">
<ligh ning-layou ho izon al-align="sp ead">
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">Oppo uni ies Quali ica ion</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">
<a h e ="/ligh ning/ /Repo /00O7Q000005PnbjUAC/ iew">
<ligh ning-bu on a ian ="b and-ou line" label="View Repo "
class="slds-m-le _x-small">
</ligh ning-bu on>
</a>
</di >
</ligh ning-layou -i em>
</ligh ning-layou >
<ligh ning-layou ho izon al-align="sp ead">
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">Oppo uni ies Disco e y</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">
<a h e ="/ligh ning/ /Repo /00O7Q000005PngLUAS/ iew">
<ligh ning-bu on a ian ="b and-ou line" label="View Repo "
class="slds-m-le _x-small">
</ligh ning-bu on>
</a>
</di >
</ligh ning-layou -i em>
</ligh ning-layou >
<ligh ning-layou ho izon al-align="sp ead">
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">Oppo uni ies De elop P oposal</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">
<a h e ="/ligh ning/ /Repo /00O7Q000005PngGUAS/ iew">
<ligh ning-bu on a ian ="b and-ou line" label="View Repo "
class="slds-m-le _x-small">
</ligh ning-bu on>
</a>
</di >
</ligh ning-layou -i em>
</ligh ning-layou >
<ligh ning-layou ho izon al-align="sp ead">
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">Oppo uni ies Clien P esen a ion</di >
</ligh ning-layou -i em>
<ligh ning-layou -i em padding="a ound-small">
<di class="cus om-box">
<a h e ="/ligh ning/ /Repo /00O7Q000005Pnc3UAC/ iew">