What is the purpose of an OmniScript in Vlocity?

• A. To enhance the customer service experience
• B. To allow customization of Salesforce flows
• C. To guide users through a series of prompts for service changes
• D. To integrate external APIs into Salesforce

Answer: (C)

An OmniScript is designed specifically to guide users through a series of prompts or steps, which allows for a streamlined and user-friendly experience when interacting with Vlocity applications. This functionality is particularly beneficial in scenarios where service changes or complex data entry is involved, as it ensures that users follow a structured path while receiving the necessary instructions or information relevant to the process they are engaged in.

By using OmniScripts, organizations can enhance their customer interactions by providing clear, guided experiences that can be easily customized to meet specific business needs. This feature not only improves efficiency by minimizing user error but also helps in gathering essential information systematically.

While enhancing the customer service experience is a broader benefit of OmniScripts, the key purpose focuses on directing users through specific interactions, such as service changes, in a coherent manner. Integration of external APIs or customization of Salesforce flows are not the primary functions of OmniScripts, so those options, although valuable in their own right within the broader context of Salesforce and Vlocity development, do not capture the core purpose of OmniScripts.