Experience Cloud, Analytics & AI

1// Experience Cloud & Analytics Development
2
3// 1. Experience Cloud — Guest User handling
4public without sharing class GuestUserService {
5    
6    // Methods for guest (unauthenticated) users need 'without sharing'
7    // because guest users have minimal permissions
8    
9    @AuraEnabled
10    public static Case submitSupportCase(
11        String name, String email, String subject, String description
12    ) {
13        // Create case from portal
14        Case newCase = new Case(
15            Subject = subject,
16            Description = description,
17            SuppliedName = name,
18            SuppliedEmail = email,
19            Status = 'New',
20            Origin = 'Portal',
21            RecordTypeId = getRecordTypeId('Case', 'Portal_Case')
22        );
23        insert newCase;
24        return newCase;
25    }
26    
27    @AuraEnabled(cacheable=true)
28    public static List<Knowledge__kav> searchKnowledge(String searchTerm) {
29        if (String.isBlank(searchTerm) || searchTerm.length() < 3) {
30            return new List<Knowledge__kav>();
31        }
32        
33        String search = '%' + searchTerm + '%';
34        return [
35            SELECT Id, Title, Summary, UrlName, ArticleNumber
36            FROM Knowledge__kav
37            WHERE PublishStatus = 'Online'
38            AND Language = 'en_US'
39            AND (Title LIKE :search OR Summary LIKE :search)
40            LIMIT 10
41        ];
42    }
43    
44    private static Id getRecordTypeId(String obj, String devName) {
45        return Schema.getGlobalDescribe().get(obj)
46            .getDescribe().getRecordTypeInfosByDeveloperName()
47            .get(devName).getRecordTypeId();
48    }
49}
50
51// 2. Einstein Prediction — Custom predictions via API
52public class EinsteinPredictionService {
53    
54    // Call Einstein Prediction Builder predictions
55    @AuraEnabled
56    public static Decimal getChurnProbability(Id accountId) {
57        // Einstein Prediction Builder creates fields on the object
58        Account acc = [
59            SELECT Id, Name, Churn_Prediction__c, Churn_Score__c
60            FROM Account WHERE Id = :accountId
61        ];
62        
63        return acc.Churn_Score__c; // 0-100 probability
64    }
65    
66    // Einstein Next Best Action
67    @AuraEnabled(cacheable=true)
68    public static List<Map<String, String>> getRecommendations(Id recordId) {
69        // Recommendations are configured declaratively
70        // Access programmatically via ConnectApi
71        
72        // Simplified example
73        List<Map<String, String>> recommendations = new List<Map<String, String>>();
74        
75        Account acc = [
76            SELECT Industry, AnnualRevenue, Last_Contact_Date__c
77            FROM Account WHERE Id = :recordId
78        ];
79        
80        if (acc.Last_Contact_Date__c < Date.today().addDays(-90)) {
81            recommendations.add(new Map<String, String>{
82                'action' => 'Schedule Check-in',
83                'reason' => 'No contact in 90+ days',
84                'priority' => 'High'
85            });
86        }
87        
88        if (acc.AnnualRevenue > 1000000 && acc.Industry == 'Technology') {
89            recommendations.add(new Map<String, String>{
90                'action' => 'Offer Enterprise Package',
91                'reason' => 'High-value tech account',
92                'priority' => 'Medium'
93            });
94        }
95        
96        return recommendations;
97    }
98}
99
100// 3. CRM Analytics — SAQL query example
101// SAQL (Salesforce Analytics Query Language)
102// Used in CRM Analytics (Tableau CRM) dashboards
103//
104// q = load "Opportunities";
105// q = filter q by 'StageName' in ["Closed Won", "Negotiation"];
106// q = group q by 'Account.Industry';
107// q = foreach q generate 'Account.Industry' as 'Industry',
108//     sum('Amount') as 'Total_Revenue',
109//     count() as 'Deal_Count',
110//     avg('Amount') as 'Avg_Deal_Size';
111// q = order q by 'Total_Revenue' desc;
112// q = limit q 20;