Wealth360 — FSC Powered Implementation Accelerator (India)

RM-led Wealth Management CRM for HNI/UHNI segments — built on Salesforce Financial Services Cloud (FSC) + Sales Cloud + Service Cloud, with Einstein/Agentforce AI, and deep backoffice integration (e.g., Miles, Wealth Spectrum) for holdings, transactions, orders, statements, and servicing straight-through processing.

Who this is for

Wealth360 is built for Indian wealth management and investment distribution businesses that run RM-led growth and need a modern engagement layer across: acquisition → onboarding → suitability → portfolio operations → consent → execution updates → reporting and governance.

Primary Users

• Relationship Managers (RMs), Investment Counsellors, Sales Teams
• RM Managers / Business Heads
• Operations (Onboarding, Transactions, Service ops)
• Product & Investment teams
• Compliance / Risk teams

A single Salesforce FSC-based wealth platform that delivers:

• Lead → Opportunity → Client lifecycle for RM-led acquisition and relationship growth
• Customer 360: Household mapping, relationship graphs, interaction timeline, preferences, risk profile, mandates
• RM 360 + Book of Business: AUM, revenue, net flows, product mix, client health, tasks, pipeline, servicing load
• Holdings Analytics: deep portfolio insights across MF/ETF/equity/bonds/PMS/structured/alternates
• Model Portfolios: centrally defined models + suitability mapping + drift detection
• Recommendations & Rebalancing: portfolio review workflows, proposal packs, approvals, and execution handoff
• Omni-channel Servicing: governed service requests across email/CTI/WhatsApp/web/app/chatbot with SLAs
• Backoffice Integration: holdings/transactions/ledger/order status/statement generation via Miles/Wealth Spectrum
• AI-first Productivity: Einstein/Agentforce for scoring, summarization, next-best-actions, and assisted servicing
• Analytics & Governance: MIS dashboards for AUM, flows, pipeline, adherence, service SLAs, and compliance

Most wealth firms face a mix of: fragmented RM tools, manual onboarding, scattered approvals/consents, weak household context, limited operational visibility, and heavy dependence on spreadsheets/email for portfolio ops and reporting.

Wealth360 standardizes those workflows into an enterprise Salesforce foundation with:

• Controlled stage gates + audit trails
• Scalable data model aligned to FSC
• Integration-ready architecture for India ecosystem (KYC, bank verification, back-office/RTA/custodian feeds, eSign)

• Core: Salesforce Financial Services Cloud (FSC)
• Client portal: Experience Cloud
• AI layer: Agentforce
• Build: Apex, LWC, Visualforce, APIs, Flows
• Storage/Integration: AWS S3, Lambda, Twilio, AWS Textract

Salesforce FSC + Sales Cloud + Service Cloud is the system-of-work for client engagement and servicing, supported by:

1. FSC Core Data Model

• Person Accounts, Households/Groups, Relationships, Interaction Summaries
• Financial Account / Holdings context (read/replicated or virtualized based on design)

2. Sales Cloud Workflows

• Lead & Opportunity management, activities, pipeline governance, campaign influence

3. Service Cloud Workflows

• Case management, omni-channel routing, SLAs, escalations, Knowledge base

4. Backoffice / System-of-Record Integrations (Miles / Wealth Spectrum / OMS/DP/Payments)

• Holdings, transactions, valuations, ledger, order status, statements, corporate actions, KYC status

5. Einstein + Agentforce AI Layer

• RM assist, Sales agent, Service agent automations with guardrails and audit trail

6. Analytics Layer

• RM dashboards, Branch dashboards, Leadership MIS; optional Data Cloud for advanced segmentation/propensity

Wealth360 supports multi-asset advisory and distribution journeys across:

• Equity, Debt, Gold, Cash
• Subtypes such as Mutual Funds, Equities, ETFs, PMS, AIF, Bonds, Structured Products, Wealth Strategy, Fixed Deposits

• Lead & Opportunity: capture intent, engagement, pipeline governance
• Client profile & Risk Profiling: suitability-ready profiles with audit history
• Digital onboarding & Account opening: KYC, bank verification, FATCA/nominee, checklist, eSign readiness
• Investment path (two tracks):
  1. HNI/UHNI: model portfolio selection and allocation
  2. Mass affluent: goal-based planning and recommendations
• Transaction request & consent: validations + secure approval/consent before execution
• Back-office / RTA updates: execution + holdings refresh ingested into Salesforce with controls
• RM 360 / Manager 360: prioritization, book of business, governance, escalations

A) Customer 360 (Individual, Business, Household)

What it enables

• Individual & business account summaries
• Portfolio overview KPIs (AUM, holdings, goals, etc.)
• KYC/FATCA/linked contact context embedded in client profile views

B) RM 360 (Advisor workstation)

What it enables

• Daily productivity dashboard (leads, tasks, opportunities, meetings)
• Client book segmentation, alerts, and next actions
• Meeting preparation toolkit and servicing helpers

C) Manager 360 (Manager / BU Head console)

What it enables

• Manager book of business: RM performance + AUM + pipeline
• Team book insights, client transfer support patterns, drilldowns
• Business dashboards for oversight and governance

D) Product, Scheme & Market Data Management

What it enables

• Structured product and scheme metadata
• Historical NAV/price management and daily price viewer patterns
• Market data file ingestion readiness

E) Digital Onboarding & Account Opening

What it enables

• PAN/Aadhaar/mobile/email verification (API-driven)
• Bank validation + penny-drop
• Document upload + FATCA capture + eSign readiness
• RM + client onboarding status dashboards

F) Risk Profiling & Suitability

What it enables

• Digital questionnaires + scoring
• Auto-classification (Conservative / Balanced / Aggressive)
• Versioned risk profile history and reassessment logs

G) Transaction Management + Consent + Tracking

What it enables

• Purchase/redemption/switch instruction initiation with validations
• Secure digital consent workflow
• Back-office integration patterns for order execution + reconciliation
• Status tracking end-to-end

H) Holdings & Portfolio Management

What it enables

• Real-time (or near real-time) holdings/valuation views (dependent on feeds)
• Asset allocation and performance insights
• Transaction history and cash flows
• Deviation/risk signals for RM/manager oversight

I) Model Portfolio Management & Rebalancing

What it enables

• Model portfolio definition with weights and version control
• Governance for MP changes (review/approve)
• Identify impacted clients, generate RM workflows, and capture client consent
• Track execution and holdings update post consent

J) Financial Planning + Goals (Agentforce-ready)

What it enables

• Structured financial plan lifecycle; RM-editable outputs
• Goals creation, funding linkages, progress dashboards
• Alerts for underfunded/overdue goals
• AI-assisted plan drafts and recommendations (optional, governed)

K) SIP Lifecycle Management

What it enables

• SIP origination by the RM or by the client through self-service, with an active eNACH mandate required before submission.
• Governed lifecycle from draft through review, approval and execution, with mandatory reason codes on pause, cancel and failure.
• Daily installment engine that raises a transaction request for each due debit and auto-cancels the SIP after 3 repeated failures.
• Book of business views covering SIP inventory, committed versus forecast, and SIPs or mandates falling due for renewal.
• File-based back-office exchange with registration status written back, and every run booked to a batch record for audit.

L) eNACH Mandate Management & e-Sign

What it enables

• Mandate capture against a client bank account, covering fixed or maximum debit, frequency, and until-cancelled or dated expiry.
• Client-facing digital consent with Aadhaar OTP e-Sign, capturing the e-signed flag and consent date as audit evidence.
• NPCI-format mandate PDF generated from the record and attached automatically, with amounts rendered in words and character boxes.
• Mandate status tracked from consent pending through to active, with upcoming expiry surfaced to the RM ninety days ahead.

M) Financial Calculator & Advisory Explainers

What it enables

• Five calculators covering SIP growth, goal planning, asset comparison, inflation impact and retirement corpus planning.
• Launched from the client record with age, existing corpus pre-filled, so nothing is re-keyed in the meeting.
• FD calculator that carries a modelled deposit straight through into a product transaction request against the chosen account.
• Plain-language AI explanations grounded in the actual calculated figures, governed to exclude generic advice and selling.

N) Reporting, Dashboards & Business Metrics

What it enables

• Standard report and dashboard starter pack (examples: ~20 reports, ~10 dashboards)
• AUM, portfolio, RM productivity, book-of-business reporting
• Export/scheduling and dynamic filters patterns

O) Mobile Enablement

What it enables

• RM mobile access patterns (tasks, pipeline, client views)
• Manager mobile access patterns (team dashboards and oversight)

The RM Workspace combines customer insights, portfolio analytics, opportunity tracking, servicing, and AI assistance into a single platform, organized across the full wealth lifecycle.

1. Lead Management

• Capture leads across multiple channels: Website, Campaigns, Referrals, Walk-ins, Bulk Uploads
• Qualify leads on income & investment potential, customer segmentation (Mass Affluent/HNI/UHNI), financial need assessment, discovery notes, activity timeline, lead scoring, and qualification stage gates
• Receive leads through intelligent assignment based on round robin distribution, geography, RM capacity, product expertise, and language preference
• On qualification, the system automatically creates an Individual or Household Account, assigns the RM, creates a Financial Planning Profile, creates an Investment Opportunity, initializes RM Planning Assumptions, and sends the customer welcome communication

2. Customer & Household Management

Build a complete financial relationship around every individual, family, and business customer

• Manage Individual Customers, Business Customers, and Household Relationships
• Maintain Family Tree, Joint Holders, Nominees, and Financial Relationships

3. Digital Onboarding

• Initiate document collection/upload, KYC verification, PAN/Aadhaar validation, FATCA declaration, bank verification, consent management, eSign, and nominee registration
• Send account-opening consent requests and customer welcome communication

4. Financial Planning

• Supports Comprehensive, Retirement, Tax Optimization and Wealth Accumulation financial plan types
• Build goal-based financial plans — retirement, education, wealth creation, estate planning, and cash flow management
• Set, review, and update financial planning assumptions, including inflation rates, expected returns, life expectancy, liquidity needs, and tax considerations
• Map customer goals to investment products and recommend asset allocation strategies aligned with the financial plan

5. Opportunity & Investment Management

• Manage opportunity types: New, Upsell and Cross-sell
• Investment Preference: New Investments, Additional Investments, Portfolio Rebalancing, Wallet Share Expansion, External Asset Consolidation, Retirement Planning, Goal Funding, Cross-Sell, Retention Opportunities
• Run discovery and needs analysis
• Recommend products across mutual funds, equity, bonds, PMS, structured products, AIFs, and alternative investments
• Generate proposals and validate suitability, risk alignment, and product eligibility
• Route recommendations through approval workflows and customer communication
• Obtain customer consent and track account opening through investment execution
• Manage the full opportunity lifecycle: Prospecting → Discovery → Needs Analysis → Product Recommendation → Proposal → Negotiation → Suitability Validation → Customer Consent → Account Opening → Investment Execution → Portfolio Update → Opportunity Closure

6. Portfolio Management & Advisory

• Review financial accounts, holdings, transactions, and consolidated portfolio performance, including XIRR
• Monitor asset allocation, sector exposure, concentration risk, portfolio drift, and AUM tracking
• Consolidate external assets held outside the platform
• Manage model portfolios and recommend rebalancing
• Generate proposal packs and track execution

7. Continuous Servicing & Market Intelligence

• Conduct portfolio reviews, goal reviews, and financial plan updates
• Generate and send statements, and track customer satisfaction
• Engage customers on birthdays and life events, and maintain ongoing customer communications
• Resolve service requests
• Monitor market news, corporate actions, regulatory circulars, and product changes; automatically identify affected customers and notify the RM to initiate timely engagement on portfolio impact

8. Intelligent Workbench (Auto-Generated Work Items)

The system automatically surfaces prioritized work items, including:

• Birthday greetings and portfolio reviews
• Pending KYC and consent renewals
• Dormant customer re-engagement
• Goal deviations and portfolio drift
• Account opening delays
• High customer activity and churn risk alerts

9. AI-Assisted Productivity (Agentforce)

Agentforce AI is embedded across the RM workflow to support:

• Lead scoring and prioritization
• Meeting preparation, book of business summary, and client briefing intelligence
• Email drafting and conversation summaries
• Financial plan assistance, portfolio analysis, and rebalancing recommendations
• Next-best-action recommendations and customer prioritization
• Customer churn prediction and market event alerts
• Service request assistance and knowledge-based responses
• RM Productivity Scorecard is calculated based on 15 criteria
• All AI recommendations remain human-reviewed, ensuring governance, explainability, and compliance

10. RM 360, Book of Business & Performance

RMs get a consolidated view of their book and performance, including:

• Customer portfolio, household relationships, AUM, revenue, and net flows
• Pipeline, opportunities, service requests, client health, and tasks & activities
• Performance measured on opportunity conversion, AUM growth, revenue, customer retention, productivity, service quality, SLA compliance, and customer engagement

11. Market Monitoring Actions Against Aligned Portfolio

• Review real-time alerts on market movements, economic indicators, corporate actions, sector developments, regulatory changes, and macro events
• Check the list of affected customers automatically identified in own book of business for each event
• Review impacted holdings and recommended engagement context per customer
• Read AI-generated, book-specific market impact summaries
• Act on suggested proactive outreach — client call, trigger portfolio review, or initiate rebalancing recommendation
• Action market-signal work items surfaced in the Intelligent Workbench

12. Equity Research Agent

• Request equity research reports on demand — Gladiator Stocks (3M), Momentum Picks (14D), Yearly Technical (1Y), Fundamental Deep Dive (12–18M)
• Respond to automated pre-market watchlist alerts when a stock enters its configured buy zone
• Review the generated research (technical analysis, price target/stop loss, fundamentals, sector view, macro/tariff analysis, risk register, investment thesis) before using it in client conversations
• Track open buy/sell calls and act on target-hit / stop-breach alerts
• Distribute the finalized branded PDF report to clients and coordinate with the dealing desk
• Use pre-market research (before 9:15 AM open) to prep client calls for the trading day

13. Book of Business

• Review consolidated book: customer portfolios, household relationships, AUM, revenue, and net flows
• Track pipeline, opportunities, and service requests across the book
• Monitor client health indicators and churn risk across customers
• Manage tasks & activities generated for the book
• Review performance against opportunity conversion, AUM growth, revenue, retention, productivity, service quality, and SLA compliance
• Use Agentforce for book summaries, client briefing intelligence, and customer prioritization
• Action items surfaced via the Intelligent Workbench (renewals, dormant customers, drift, delays, churn alerts)
• Escalate/report book performance to Branch/Regional Manager or Business Leadership as needed

14. SIP Book of Business

• View SIP Book across the role-hierarchy-scoped book: Book View, Forecast, Due & Renewals, Reminders
• Monitor inflow forecast split as Committed (active) vs In-setup, by month/quarter/year, sliced by RM/scheme/ticket band
• Check SIPs due to debit in the next 3 days
• Track SIPs and mandates due for renewal; action renewal candidates (Renew SIP — extends active-until date and mandate validity)
• Monitor failed installments and follow up on at-risk/failed SIPs
• Pause or Cancel a SIP (only allowed when no debit is due within the next 7 days)
• Respond to auto-raised Tasks: due-soon debits, renewal reminders, and auto-cancellation notices (after 3 consecutive failures)
• Ask free-text questions about the SIP book via chat and get fact-bound answers
• Initiate a fresh SIP registration on a new bank mandate for a customer

Customer-facing actions span onboarding, financial planning, investment decisions, and ongoing engagement and servicing.

1. Onboarding

• Upload required documents
• Complete KYC verification (PAN/Aadhaar)
• Provide FATCA declaration
• Complete bank account verification
• Provide digital consent / eSign
• Register nominees

2. Financial Planning

• Provide inputs for risk profiling
• Define financial goals — retirement, education, wealth creation, estate planning, cash flow management
• Share relevant financial details needed to build the plan (income, liquidity needs, life expectancy/tax considerations as requested by the RM)
• Review the goal-based financial plan prepared by the RM
• Confirm/approve financial planning assumptions (inflation rate, expected returns, liquidity needs, etc.)
• Review and approve the recommended asset allocation mapped to each goal
• Communicate any changes in financial situation or goals so the plan can be updated

3. Investment Decisions

• Review product recommendations and proposals
• Provide suitability-related information
• Give consent/approval for investment execution
• Approve account opening

4. Ongoing Engagement

• Participate in portfolio and goal reviews
• Review statements and portfolio performance
• Raise service requests
• Respond to RM outreach on life events, birthdays, and market notifications
• Periodically refresh KYC and renew consent

5. Servicing & Feedback

• Report issues or requests for resolution
• Provide satisfaction feedback
• Communicate changes in financial situation or goals

6. SIP Book of Business

• Provide consent and eSign to set up a new SIP bank mandate (eNACH)
• Authorize the recurring auto-debit per the agreed amount, frequency, and scheme
• Choose (optionally) a tenure/“active until” date, or opt for a perpetual SIP that runs until cancelled
• Respond to RM outreach regarding upcoming renewals or mandate expiry
• Request pause/cancellation of a SIP (typically routed through the RM)
• Ensure sufficient bank balance on scheduled debit dates to avoid failed installments
• Get notified/updated on installment status (paid/failed) and renewal status via the RM

Wealth360 includes well-defined AI use cases that remain human-in-the-loop (RM review/edit) and governed:

1. Market Monitoring Agent

• Scans market data across sources (news, SEBI/RBI/AMFI circulars, NSE/BSE notices, corporate actions) on scheduled pre-market and post-close runs, plus on-demand and fresh-news-triggered checks, to catch material signals.
• Maps each signal to the specific clients holding the affected security and quantifies the rupee impact on their portfolios.
• Delivers grounded news context, ready-to-use dealer call scripts, and prioritized advisory memos to RMs before the market opens.
• Logs every alert and action to a compliance audit trail, removing 20–30 minutes of manual multi-source scanning each day.

2. Equity Research Report Generation Agent

• Turns a locked ticker into a full research report in 5–10 minutes instead of 3–6 analyst hours, across report types (momentum, gladiator, yearly technical, fundamental deep-dive).
• Pre-computes technical indicators from ~3 years of price data, then layers on fundamental analysis, a risk register, and an investment thesis.
• Derives the price target from three independent valuation methods (PE, EV/EBITDA, 3-year EPS growth), checks their convergence, and validates against a risk/reward threshold.
• Outputs a SEBI-compliant report with the approved disclaimer, drafted for research-head review and pre-market publishing.

3. AI Goal & Recommendation Generation

• Uses client context (assets, income, liabilities, goals, risk profile)
• Proposes goals (short/medium/long), target corpus, time horizon
• Generates goal-wise investment recommendations + SIP/lumpsum suggestions with rationale
• RM reviews/edits before finalization
• Runs a live feedback loop (RM adjusts goals, plan regenerates) and stages goal records for RM review and approval before client presentation.

4. Portfolio Monitoring Agent (Portfolio Q&A)

• Answers an RM's portfolio questions in seconds — pulling AUM, holdings, asset mix, goals, SIPs, model portfolio, and KYC in one call, with no tab-switching.
• Computes a composite Portfolio Health Score in deterministic Apex across five weighted dimensions — goal funding (30%), model-portfolio alignment (25%), SIP adherence (20%), concentration (15%), pending rebalancing (10%) — rated on a six-band scale from Critical to Excellent.
• The AI layer only reads and formats the Apex-computed figures (all arithmetic done in code), so no number is ever hallucinated.
• Built India-native (INR lakhs/crores, eNACH SIPs, FATCA/PEP/KYC) and generates pre-meeting briefs on request.

5. AI Rebalancing Support (Model Portfolio Rebalance Agent)

• Detects drift vs latest MP version and allocation deviations
• Suggests buy/sell actions with rationale and suitability score
• Can factor tax impacts (LTCG/STCG), exit load, and goal impact (where enabled)
• Produces structured output to create rebalancing action records

6. Book of Business Agent (Copilot)

• A conversational copilot embedded on the RM home page that answers plain-English questions about the RM's client book.
• Converts each question into a structured query plan, then safe SOQL scoped strictly to the RM's book-of-business.
• Computes derived metrics SOQL alone can't express (percentages, gaps, counts, recency, trends) and presents each answer in the most suitable response format.
• Supports drill-down and follow-up questions within a conversation, built entirely on existing FSC data with no new objects required.

7. Voice Interaction Assistant

• Captures and transcribes client-RM conversations accurately, including Hinglish speech.
• Turns spoken conversations into structured, searchable interaction records without manual note-taking.
• Automatically produces a clear summary of each conversation for the RM.
• Built for Indian data residency, keeping conversation recordings within India.

8. Client Briefing Intelligence Agent (RM Talking Points)

• Acts as a meeting-preparation assistant that goes beyond a simple client summary.
• Aggregates holdings, goals, compliance tasks, pending transactions, and interaction history.
• Surfaces portfolio issues, rebalancing needs, goal-funding gaps, pending actions, and upsell opportunities.
• Equips RMs to run structured advisory conversations instead of reactive discussions.

9. RM Daily Morning Briefing Agent (Good Morning Email)

• Delivers a prioritized briefing to every RM's inbox at the start of the day.
• Scores each item — meetings, tasks, cases, opportunities, and leads — into URGENT / IMPORTANT / OPTIONAL tiers.
• Ranks by urgency (overdue, due-today, escalations, staleness) so the RM sees what matters first.
• Replaces 20–30 minutes of manual Salesforce scanning every morning.

10. RM Performance Scorecard Agent

• Scores each RM across 15 weighted criteria spanning CRM usage, client activity, pipeline, and AUM growth.
• Produces a 0–10 score over a configurable period (7D/15D/30D/90D/180D), ranks RMs within their peer group, and tracks trend direction (UP/DOWN/FLAT).
• Generates AI insights — summary, action items, weekly plan, and manager talk track — with performance-status flags that highlight who needs coaching or intervention.
• Replaces 2–3 hours of manual report-building per review cycle.

11. Agentforce-Generated Email Drafting Agent

• Drafts client-facing emails across multiple email types in under two minutes.
• Pulls client data through an intelligence and reasoning layer with a compliance filter step.
• Replaces manual drafting that produced inconsistent tone and missed outreach.
• Hands the RM a ready-to-send draft inside Salesforce.

12. Client Summary Generation Agent

• Assembles a structured, on-demand client summary ahead of an interaction.
• Covers current portfolio position, financial goals, and recent activity.
• Reads straight from existing FSC records, with no manual data gathering.
• Lets the RM start every conversation already briefed.

13. AI Interaction Summary Generation

• Summarizes activities (emails, meetings, chatter, tasks)
• Extracts key points, decisions, action items, and next steps
• Stores in a structured Interaction Summary object

• Role-based access: RM, SRM, branch head, service agents, product desk, compliance
• PII controls, audit trails for approvals and communications
• Suitability disclosures and “reason capture” for exceptions (especially structured/alternates)
• Controlled content approvals (research notes, pitch decks, templates, KB)

Wealth360 is designed to integrate with typical wealth/back-office ecosystems, including:

• KYC and bank verification services (PAN/Aadhaar/mobile/email, penny-drop)
• Back office / RTA / custodian systems for orders, execution updates, holdings refresh, and reconciliation
• Market data feeds (NAV/price ingestion and historical price storage)
• eSign and document services (hook points)

Wealth360 is built with enterprise governance patterns:

• Role-based access model (RM/Manager/Ops/Risk/Admin)
• Controlled stage gates and approvals (onboarding, consent, MP changes)
• Document + consent audit trail across lifecycle
• Integration monitoring patterns (exception queue, retries, reconciliation readiness)

Wealth360 is not just a feature list—it is an implementation-ready accelerator package with:

• FSC-aligned data model enablement for India wealth use cases
• Pre-defined journeys (RM-led onboarding, risk profiling, transactions, consent, MP governance)
• Starter dashboards and reporting structure
• Agentforce-ready prompts and workflow entry points (optional)

• Wealth360 capability baseline (Customer 360, RM 360, Manager 360, onboarding, transactions, holdings, reporting)
• Product/scheme and market data management foundations
• Model portfolio governance + rebalancing workflow patterns
• Financial planning + goals workflow + (optional) AI accelerators
• Experience Cloud portal patterns for onboarding + consent + visibility
• Integration-ready architecture patterns for KYC/bank verification and back-office feeds

• Faster onboarding and reduced RM/Ops follow-ups via controlled workflows and dashboards
• Better client servicing via 360 views + household context + interaction trails
• Improved compliance posture through versioned risk profiling and consent audit trails
• Stronger governance for model portfolio changes with impacted-client routing and approvals
• Leadership visibility through RM/Manager book dashboards and operational controls