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Developer’s Dilemma: OmniScript vs. Salesforce Flow�A Deep-Dive on When, Why, and How to Choose�

This is just a beginning of something big.

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https://www.salesforce.com/trailblazer/kbudukh
/kedar-budukh-75136312/

Kedar Budukh

Principal Architect at Synechron (previously Cloobees), TOGAF-certified and a Telecom industry thought leader. Specialises in Lead-to-Cash transformation, Product Catalog rationalisation, CPQ, and Order Management. A Data Cloud and Agentforce enthusiast, blending AI-driven innovation with best practices to deliver scalable, future-ready Salesforce solutions. Proud to speak at London’s Calling 2025 and French Touch Dreaming 2025.

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Introduction & Agenda

Agenda:

Overview of OmniScript & Salesforce Flow

Key Architectural Differences

Strengths of Each Tool

Real-life Use Cases – Quiz

Unique Features Callout

Decision Framework for Choosing the Right Tool

Key Takeaways

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Automated Enterprise Deal Approval�

Business Context

A global B2B organization sells enterprise software subscriptions.

When a Sales Rep submits an Opportunity for approval, the system must automatically:

Validate discount thresholds
Route approvals based on deal size and region
Create multiple approval steps
Notify approvers via Slack/email
Update Opportunity fields when approved/rejected
Trigger contract generation when final approval completes

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Telecom Customer Plan Upgrade Journey�

Business Context

A telecom company allows customers to upgrade their mobile plan online.

The upgrade process must:

Authenticate the customer
Display eligible upgrade offers
Allow device selection
Show add-ons (insurance, roaming packs)
Validate eligibility in real time
Calculate pricing dynamically
Check inventory availability
Run credit validation
Confirm order

All within one guided digital journey.

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Automated Enterprise Deal Approval�How Salesforce Flow help automate the scenario?�

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Telecom Customer Plan Upgrade Journey�How OmniScript Solves the Telecom Customer Plan Upgrade�

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Salesforce Flow vs. OmniScript Overview�What Are Salesforce Flow & OmniScript?

Core Salesforce platform

Vlocity / OmniStudio (Industries)

Admin‑friendly automation & simple UIs for internal users

Rich, responsive, branded guided journeys, especially for Customers/Partners

Record automation, approvals, internal screen flows, orchestrations

Multi‑step Sales/Service journeys, external portals, call‑centre guided scripts

Standard across all orgs, growing every release

Strong in Industries (Comms, Media, Insurance, Public Sector, etc.)

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Key Architectural Differences�Runtime

Runtime ?

Flow Runtime :
Server Driven
Platform Execution
Backend Processing
Centralized Logic

OmniScript Runtime :
Browser Driven
Client Side
Frontend Focus
Optimised Integrations

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Key Architectural Differences�Data Access & Security Model

Flow Data Access & Security :
Native Data Access
Direct Object CRUD
Platform Security
Record Lifecycle

User → Flow → Salesforce Object

OmniScript Data Access & Security :
Service Layer Access
DataRaptor Integration
UI Decoupled Data Access
Service Security

User → OmniScript (LWC) → Integration Procedure → DataRaptor/Apex → Salesforce Object

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Key Architectural Differences�UI & UX Capabilities

Salesforce Flow :
Lightning Components
Standard UI
Internal Focus
Guided Workflows

OmniScript :
Dynamic Journeys
Responsive Design
Custom Branding
Rich Experiences

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Key Architectural Differences�AI & Ecosystem Positioning

Salesforce Flow :
Runs AI driven Operations
Process Automation
Executes AI-driven decisions
Workflow Triggering

OmniScript :
Surface AI Insights
Journey Guidance
Real-time Insights
Delivers AI driven Experience

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Key Architectural Differences�Portability Profile

Salesforce Flow :
Platform Bound
Salesforce Runtime
CRM Coupling
Internal Automation

OmniScript :
External Capable
Multi-Channel
Experience Portability
External Journeys

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Choose the Right Tool for Your Scenario�Salesforce Flow or OmniScript�

A broadband provider needs a single, responsive journey for customers to check availability, configure packages, see real‑time pricing, and submit orders.

A SaaS company needs a flexible approval process for high‑value opportunities and discounts, with multiple stages, parallel approvals, and clear tracking.

A telecom contact centre needs Partners to follow a dynamic script for complaint resolution, integrating with outage APIs and showing different paths for billing vs technical issues.

Salesforce Flow

OmniScript

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Choose the Right Tool for Your Scenario�Salesforce Flow or OmniScript�

Salesforce Flow

OmniScript

Support managers want a single internal “Case Action” wizard: reclassify a case, log follow‑up tasks, send emails, and trigger SLAs, all in one guided experience.

A healthcare or wealth‑management provider needs a complex onboarding flow: multi‑tab forms, regulatory disclosures, KYC/AML checks, document generation and signatures.

Marketing and CX teams want to trigger retention and upsell journeys when Data Cloud detects at‑risk customers (e.g. high usage + low NPS).

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Salesforce Flow & OmniScript�Unique Feature Callout

Aggregation & Reshaping of Data

OmniScript : DataRaptor Transformations and Multi-Source Aggregation

Flow : Basic Data Aggregation, but Apex Transformations Needed for complex reshaping.

Performance-tuned Variants

OmniScript : Turbo DataRaptor Access with Optimized Read Performance

Flow : Design-Driven Performance with Apex Optimization Patterns

Server-side Orchestration

OmniScript : IP orchestrate server-side logic, backend processes execute as a single service call

Flow : Flow-Driven Orchestration, extended using Invocable Apex and integrations

Documents & Signatures

OmniScript : Native PDF Action with Built-in DocuSign Actions

Flow : Third-Party Integrations with Apex / Package Based

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Decision Framework For Choosing The Right Tool�Salesforce Flow & OmniScript�

Internal only → Flow until proven otherwise

External or mixed, strong UX/branding requirements

Standard Salesforce look and feel is acceptable

Pixel‑perfect, marketing‑driven layout, multi‑device first

0–2 APIs, simple CRUD in Salesforce → Flow + HTTP/ External Services.

Multiple APIs, complex orchestration and transformations per interaction

No OmniStudio footprint, strong admin Flow skills

Existing OmniStudio assets, industry templates, trained team

Will this process be maintained primarily by admins?

Will this be maintained by an OmniStudio‑skilled product team?

Low to moderate volume, internal processes only

High‑volume, customer‑facing journeys

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Final Words…

There is no universal winner.�Salesforce Flow and Salesforce OmniScript are complementary tools, designed for different architectural purposes.

Start with Flow by default.�For most Salesforce implementations, Flow is the primary automation layer for internal processes and platform-driven orchestration.

Use OmniScript for guided digital journeys.�When you need rich, multi-step experiences, especially in OmniStudio or Industries contexts, OmniScript becomes the stronger choice.

Choose based on architecture, not familiarity.�Apply a decision framework considering:�• Audience • UX complexity • Integration profile • Team skills • Long-term ownership

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Thank You!

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https://www.salesforce.com/trailblazer/kbudukh
/kedar-budukh-75136312/

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About Me

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