To uphold its internal security policies and maintain employee trust, the bank/credit union prohibits unauthorized monitoring of employee bank accounts. However, there are rare instances where an employee may need to access another employee's banking information (e.g., for approved investigations, transactions, or support).

To ensure compliance with the policy, Co-Pilot implements a controlled visibility feature to protect sensitive data while still enabling necessary access under strict acknowledgment and logging procedures.

Trigger:

• A bank/credit union employee attempts to view a customer record flagged as a Bank Employee.

Co-Pilot Workflow:

1. Detecting a Flagged Record:

   • When the customer’s profile includes a "Bank Employee" flag , the system automatically applies the data protection workflow.

2. Screen Blurring and Disclaimer Screen:

   • The Salesforce page loads with the background blurred, obscuring all account details.

   • A overlay window appears in the foreground containing the following elements:

     • Title: "Sensitive Record: Employee Account"

     • Disclaimer Text:
       "You are attempting to access the bank account of a fellow employee. Accessing this information is strictly monitored and must comply with the bank’s security policies. Please review the policy before proceeding."

     • Policy Link: A link to the full policy document for review.

     • Checkbox:

       • Label: "I acknowledge that accessing this record is in compliance with the bank’s policies."

     • Confirm Button: "Acknowledge and Proceed"

3. Acknowledgment Required:

   • Until the checkbox is selected and the acknowledgment confirmed, the blurred view remains in effect.

   • If the user does not acknowledge the policy, they are prevented from accessing the record.

4. Removing the Blur:

   • Once acknowledgment is confirmed, the blurred screen disappears, and the record details become visible.

5. Activity Logging:

   • The following details are automatically logged:

     • Employee name accessing the record.

     • Date and time of acknowledgment.

     • Record ID and customer name of the accessed profile.

   • Logged data is stored in a restricted custom object for audit purposes and tied to the corresponding case or record.

Technical Configuration in Salesforce

Field/Trigger Configuration

1. Customer Object Field:

   • Is_Bank_Employee__c (Checkbox): Identifies flagged accounts.

2. Page Setup:

   • Blur Effect: applied to blur record details upon loading.

   • Modal Window: Custom Lightning Web Component (LWC) for policy acknowledgment.

3. Workflow Rule:

   • Name: Bank_Employee_Record_Access

   • Evaluation Criteria: Triggered when Is_Bank_Employee__c = TRUE.

   • Immediate Actions: Display modal and blur background.

Audit Tracking Custom Object

Object Name: Employee_Access_Log__c
Fields:

• Accessed_By__c: User who accessed the record.

• Accessed_Record__c: Reference to the customer record.

• Access_Date__c: Date and time of access.

• Acknowledgment_Confirmed__c: Checkbox to verify acknowledgment.

Example Policy Acknowledgment Modal Text

Title: Sensitive Record: Employee Account
Body:
You are attempting to view an account flagged as belonging to a bank employee. Accessing this record is subject to strict compliance with the bank’s security and privacy policies. Unauthorized access or misuse of this data is prohibited and may result in disciplinary action. By proceeding, you acknowledge understanding and adherence to these policies.

• Data Privacy Compliance: Ensures the bank adheres to internal privacy and security policies.

• Transparency: Tracks and audits every instance of employee record access, creating accountability.

• Proactive Protection: Prevents unauthorized access by requiring acknowledgment before revealing sensitive data.

• Trust Building: Maintains employee confidence in the bank’s commitment to their privacy.

• Scalability: Supports both high-volume, routine processes and rare, complex cases with equal efficiency.

• Reduced Training Costs: Enables new agents to handle inquiries confidently without extended onboarding or frequent manual intervention.

• Operational Continuity: Eliminates downtime by delivering real-time updates and process changes directly into the agent's workflow.

1. Automated Fraud Detection and Alerts:

   • Use Co-Pilot to alert on patterns of fraud in customer records and alert agents when suspicious activities are flagged. Workflow rules deliver alerts, reducing the need for manual intervention and accelerating resolution times.

2. Loan Approval Process (Automated Risk Assessment):

   • Leverage loan application criteria to automatically deliver next best actions on loan applications based on pre-set risk criteria (e.g., credit score, loan-to-value ratio) and provide the agent with steps to verify and process approvals.

3. Ad-Hoc Campaigns (e.g., Special Loan Offers or Member Engagement Promotions):

   • Create criteria based agent alerts for special offers and incentives to upsell opportunities, incentivizing cross-selling, or notifying agents when a customer qualifies for a special promotional loan rate.

4. Regulatory Compliance Updates and Alerts:

   • Drive compliance with regulatory changes by automatically delivering updates to agents based on new requirements. This helps prevent errors and ensures the bank or credit union stays compliant with legal standards.

5. Ad-Hoc Referral Programs:

   • Create on the fly referral campaigns by delivering targeted alerts to agents when a customer’s record matches referral criteria (e.g., existing customers referring new mortgage applicants).

   • Workflow Example:

     • Trigger alerts when Referral Source is empty, but the customer opts into a referral incentive program.

     • Display step-by-step referral program benefits and how to document referrals properly.

6. Incentives for Referrals:

   • Notify Agents via Co-Pilot

   • Guide Example:

     • “This customer referred John Doe for a new auto loan. Apply a $50 statement credit to their account.”

7. Centralized Knowledge Base for Customer Service:

   • Co-Pilot’s knowledge base centralizes unstructured data such as FAQs, policy documents, and branch-specific procedures. For example:

     • During an inquiry about courtesy pay adjustments, agents can quickly search “Courtesy Pay Rules” in the knowledge base, reducing resolution time and improving accuracy.

8. Experience Cloud - Onboarding and Incentives for New Accounts:

   • Automate personalized onboarding guides for new customers with step-by-step instructions for activating online banking, enrolling in banking services like Bill Pay and eStatements, linking external accounts, and downloading the mobile app.

9. Service Recovery Programs:

   • Trigger Co-Pilot workflows to alert and guide agents on customers eligible for compensation for service disruptions (e.g., waiving overdraft fees after system outages).

By adding Co-Pilot to your Financial Services Cloud implementation, banks and credit unions can streamline their service operations, reduce friction in complex workflows, and ensure consistent, high-quality customer interactions. With Co-Pilot’s ability to provide real-time, contextual guidance, automate workflows, and manage knowledge, institutions can foster greater customer/member loyalty, improve operational efficiency, and stay agile in an increasingly competitive financial landscape. Co-Pilot empowers service teams to provide better service, faster resolutions, and a more personalized customer/member experience.