Introduction
En un contexto de creciente regulación y constante digitalización, el proceso de onboarding digital en Salesforce permite a las empresas realizar tareas de verificación de identidad por video y comunicaciones certificadas para departamentos comerciales, operativos, atención al cliente,…
Through Salesforce Ready connectors and the use ofqualified trusted service providers , companies can automate customer and user registrations in Salesforce with traceability, regulatory compliance and legal evidentiary value, without the need to rely on disconnected external systems.
What is the digital onboarding process in Salesforce?
The digital onboarding process in Salesforce includes a set of tasks and activities that enable a customer, user, or citizen to be100% digitally onboarded.
While in the Video Identification task , the activities seek to confirm who the person is, in the Certified Communications task, the activities seek to demonstrate what was sent, when and if it was received.
This approach is especially relevant in sectors such as Financial Institutions (banking, insurance, …), Utilities (energy, telecommunications, …) and Public Administrations (public agencies and entities, local administration, …), where identity, traceability and regulatory compliance are critical requirements.
Why is digital onboarding a strategic process?
Onboarding is no longer just an entry point, it has a direct impact on:
- Conversion and time-to-value.
- Legal and regulatory risk.
- Operating cost.
- Customer experience and confidence.
Organizations need processes that combine speed and security without slowing growth or overburdening internal teams.
Salesforce as an orchestration platform
Salesforce acts as the orchestrating platform for digital onboarding, centralizing information and workflows in:
- Sales Cloud (recruitment and hiring),
- Service Cloud (management and post-discharge care),
- Marketing Cloud (communications and consents).
However, Salesforce does not replace the regulated figures needed to give legal value to these processes. Its strength lies in integrating them natively.
What functionality does Salesforce not cover natively?
Although Salesforce allows complex flow modeling, it does not come standard with capabilities such as:
- Certified video identification.
- Reliable communications.
- Qualified or advanced electronic signature.
- Legal custody of evidence.
These functions must be supported by qualified trust service providers, in accordance with the European eIDAS framework.
What is an eIDAS (eIDAS) qualified trust service provider?
A qualified trust service provider is a regulated entity that can provide legal evidentiary validity to digital processes such as:
- Certified notifications,
- Electronic identification.
- Electronic signature.
- Temporary sealing and custody of evidence.
Integrating these capabilities within Salesforce allows you to meet Legal, Compliance, Security and Audit requirements without creating parallel processes.
Salesforce Ready Connectors: Video Identification and Certified Communications
Salesforce Ready connectors enable frictionless:
- Security
- Governance
- Consistency of the data model.
- User experience.
With this approach, organizations can run critical legal processes directly from Salesforce, without complex custom development or external dependencies.
Video Identification Connector from Salesforce
Video identification makes it possible to verify a person’s identity remotely, securely and in compliance with regulations.
Natively in Salesforce, it offers:
- Identity verification linked to customer registration.
- Automated document validation.
- Fraud reduction.
- Regulatory compliance (KYC / AML),
- Auditable evidence.
It is a key component for discharge processes in regulated sectors.
Connector Certified communications from Salesforce
Certified communications allow legal proof that information was sent, received and accepted.
Natively in Salesforce, they allow:
- Send notifications with probative value,
- Manage acceptance of conditions,
- Sign contracts or annexes,
- Automatically record evidence in standard CRM objects.
This eliminates operational silos and reduces risks derived from manual processes or disconnected platforms.
Use cases
- Financial Entities (banking, insurance, …)
- Customer registration.
- Product contracting.
- Acceptance of general and particular conditions.
- Consent management.
- Utilities (energy, telecommunications, …)
- Contracting of supplies and services.
- Changes of ownership.
- Portability.
- Certified contractual communications.
- Public Administrations (public agencies and entities, local administration, …),
- Citizen registration.
- Processing of procedures.
- Reliable notifications.
- Electronic signatures of applications.
How does the digital onboarding process work in Salesforce?
The onboarding process in Salesforce usually follows these phases:
- Data capture and documentation.
- Video identity verification.
- Certified communication of conditions.
- Electronic signature of the agreement.
- Generation and custody of evidence.
The result is a fast, safe and legally defensible process.
Key benefits for the organization
Implementing the digital onboarding process with video-identification tasks and activities and certified communications in Salesforce enables:
- Reduce discharge times.
- Minimize errors and fraud.
- Improve customer experience.
- Comply with frictionless regulation.
- Centralize traceability and evidence.
- Scale operations without increasing complexity.
To whom this approach brings value
- Management and business: efficiency and risk control.
- IT and systems: clean and scalable integration.
- Legal and compliance: legal guarantees.
- Salesforce teams: operational simplicity and functional consistency.
Conclusion
The digital onboarding process in Salesforce is evolving to a model where identity, communication and legality are part of the standard process, not external systems.
Integrating video identification and certified communications tasks and activities enables organizations to operate with greater confidence, agility and control, especially in regulated industries.
Companies that adopt this approach will be better prepared to grow in digital environments, without sacrificing compliance and security.
At Unified Comms we help organizations securely, reliably and scalably power Digital Onboarding Processes in Salesforce with Salesforce Ready connectors for Video Identification and Certified Communications.
