TL;DR
- Multi-step, pausable wizard captures documents and qualifiers without context switching.
- Async verification results (via platform events) update records and resume the flow when safe.
- Preview-before-commit pattern reduces rework and data defects.
Context
Regulated fintech with IDV/KYC checks across multiple regions and document types. Activation lag and rework created churn risk.
Problem
Missing/incorrect documents and manual verification steps caused long activation times and frequent ping-pong with customers.
Intervention
• Pausable wizard — Users can save progress; resume links gated by auth.
• Async callbacks — External KYC provider posts results to a platform event; a consumer subflow updates status and resumes.
• Doc checklist — Dynamic sections by region/KYC level; validation ensures completeness before submission.
• Preview → Commit — Changes staged and summarized before a single commit, enabling clear audit logs.
• Ops visibility — Status dashboard and exception queue with chatter notifications.
Outcomes
| Window | 90 days pre vs 90 days post go-live |
| Industry | Fintech |
| Clouds | Sales Cloud |
| Flow Types | Screen Flow, Record-Triggered |
Time measured from record creation to activation. Defects are missing/invalid docs per 100 cases. First-pass completion excludes regulatory exceptions.
Timeline
2 sprints + 1 hardening week with ops playbooks.
Stack
Sales Cloud, Platform Events, External KYC provider callbacks.
Artifacts
- Wizard step screenshots (redacted)
- Verification/resume sequence diagram
- Before/after activation time distribution
FAQ
How do you handle timeouts or abandoned sessions?
Paused Flows store progress; scheduled nudges remind users. Abandoned sessions fall into an exception queue for outreach.
What if verification fails?
The exception subflow surfaces remediation steps and loops users back to only the required sections.