The Low-Code
Playbook
Build apps and automate fast. Let's go.
Introduction
Business success today depends greatly on whether IT can provide seamless and
highly personalized connections with customers. Efficiency, productivity, and cost
savings are top priorities for IT leaders – and ultimately these tech-driven decisions
can impact every facet of your company. The right tools can help your company
position itself to thrive. Building secure, cost-effective experiences with low-code application development
and process automation is critical for businesses looking to do more with less.
Intense global competition and increased cybersecurity threats re-emphasize
the need to deliver these powerful customer experiences quickly. Lean into low
code to increase efficiency, accelerate productivity, and realize cost savings. This will
both support your employees and create better experiences for your customers.
Section 1
Build Multiexperience Apps Fast ............................................................................ 3
Section 2
Boost Productivity with Automation & AI ................................................................ 7
Section 3
Deploy with Security, Scale & Governance ....................................................... 10
section 1
Build Multiexperience Apps Fast
Create apps that transform your organization.
Low code is a robust set of tools to help you build seamless digital experiences across devices and
touchpoints. Organizations and teams can use low code to work more efficiently, increase
productivity, and realize cost savings.
Ramp up faster with a growing talent pool.
90%
30%
80%
potential reduction
of custom apps
of technology products
in development time with a
low code/no-code solution.
are built by employees with
either limited or no technical
development skills.
will be built outside the IT
department by 2024.
AI Multiple
451 Research
Reworked
The gap between the demand for apps and what IT can deliver makes it difficult for teams to focus
on business-driving innovation.* IT leaders want their teams to spend time on ideas because 88%
of customers say the experience a company provides is as important as its product or service.
Driving customer success means greatly reducing backlogs and long development cycles. Get ahead
of demand with a component-based app development architecture like low code.
* Salesforce 2019 Emerging Technology Trends Report
By 2025, 70% of new applications developed by enterprises will use
low-code or no-code technologies, up from less than 25% in 2020. Gartner LCAP Report 2021
3 | The Low-Code PlayBook | 2022
How do I make my apps more dynamic?
Low-code apps allow you to build reusable components so you don't have to custom-code an entire
experience. A component can be a standard UI element, an automated business process, or a
custom extension. Component-based apps are compelling because they break up experiences into
modularized building blocks. You can quickly create new experiences that meet the business goals
and know that what you build is flexible enough to carry you into the future.
Consider component-based apps for your business.
Reusable:
A component’s functionality is self-contained and can be reused across multiple
applications.
Extensible:
By breaking down custom-coded experiences into components, it’s easy to
extend the capability of your app by simply adding components for additional
functionality, instead of rewriting.
Maintainable:
Compartmentalized blocks can be efficiently maintained and debugged by
different developers.
Create fully branded apps to fit your business needs.
Build fast across one unified CRM platform with Salesforce’s low-code, component-based
architecture. Specifically, two tools can drive rich, dynamic app experiences. Lightning App Builder
provides point-and-click tools to quickly create custom apps for desktop and mobile. Mobile
Publisher makes it easy to distribute a branded version of the Salesforce mobile app or Experience
Cloud sites and list them in the Google Play and Apple App Stores.
4 | The Low-Code PlayBook | 2022

Drive users to take action fast.
Everyone in your organization needs different sources of information for their roles. For instance,
sales reps need to see their new opportunities to know which ones to pursue. If you can make it
easy for teams to access information and take action fast, you can improve the employee and
customer experiences.
Lightning App Builder makes it easy to create and customize apps so users across the organization
can surface the information they need. By adding component visibility and logic, you can transform
static data entry forms into dynamic experiences that are intuitive and easy to use. Simply drag and
drop fields and components to create responsive pages that update based on the user and device.
You can guide employees by controlling the next steps or actions they can take by setting rules
based on field values or user information. Now, teams see only the most relevant information and
services at the right place and time.
84
%
of enterprises have turned toward low code for its ability to
reduce strain on IT resources, increase speed-to-market, and
involve the business in digital asset development.
32 Low-Code Development Statistics to Know Before Adopting, g2.com, 2021
Extend and update your apps as your business needs change.
Have developer resources?
Extend your app with custom Lightning Web Components built by your developers. The best part is
that these components are reusable.
No developer? No worries.
There’s a marketplace of packages containing preconfigured, ready-to-use, third-party components
on AppExchange that work with Lightning App Builder.
5 | The Low-Code PlayBook | 2022
CUSTOMER STORY
T-Mobile unlearns outdated business practices to serve
their customer.
In 2013, T-Mobile US disrupted the wireless industry with a major shift: giving customers exactly
what they wanted.
Unlike its competitors at the time, T-Mobile dropped annual service contracts, overage fees, and
roaming fees, and focused on improving customer service and delivering more value. And today,
T-Mobile’s 5G network is the largest, fastest, and most-awarded 5G network in the country.*
To streamline sales and service processes across more than 5,000 stores nationwide, T-Mobile
equipped its in-store employees with the sales tools they needed to serve customers faster.
Through a custom app, sales representatives can capture in-store consultation data to create a
unique profile for each prospect. With this single source of truth, other T-Mobile teams can
reference and update this data as prospects move through the sales funnel.
With a more connected picture of its customers, T-Mobile had to put this data into action. The
company used the Salesforce Platform’s custom app-building features to help employees serve
customers more efficiently. For instance, sales representatives can now aggregate leads and
deliver more personalized customer care inside and outside of the store.
“​​We’ve leveraged the low-code aspect to build secure and powerful products, which increases
agility,” Poppy Coutinho, Senior Manager of Digital Architecture, said. “For example, we’ve used
the out-of-the-box approval process to enable auto approvals. And the UI for our products is
built using Salesforce App Builder, which significantly reduces development time. We also used
screen flows to create a guided user experience for key business processes.”
The ability to build low-code and no-code workflows has transformed internal operations for sales
and service teams. With Salesforce Customer 360, the company continues to propel innovations
built around a unified view of customer — and employee — needs.
With Salesforce Platform, T-Mobile’s teams can reduce duplicate data entry and
busywork, giving employees more time for personalized customer support resulting in:
7
hrs
reduction in weekly
work effort
6 | The Low-Code PlayBook | 2022
93
%
fewer clicks in sales
process
85 %
faster renewal
process
section 2
Boost Productivity with Automation & AI
Low-code automation tools deliver business value fast.
Building apps and automating processes are no longer two different worlds thanks to the introduction
of low-code and multiexperience app development. Eager to accelerate productivity and deepen
customer relationships, business users now call upon low-code tools to help employees work smarter,
not harder. And with real-time data from Genie, you can have a 360-degree view of the customer and
make intelligent decisions based on in-the-moment customer behavior.
By using Salesforce Flow, service agents can now
automatically route work across global teams and
digital channels to deliver personalized service for
high-value clients. Wealth managers can focus on
client outcomes by automating repetitive data entry
and streamlining data-heavy processes such as cash
and stock reconciliation. Healthcare providers can
improve the patient experience by automating
referral processes and billing management to get
patients the care they need quickly. And supply
chain managers can unify data and integrate
disparate legacy systems to streamline order
fulfillment and vendor management.
7
|
T h e L o w- C o d e P l ay B o o k | 2 0 2 2
Old Way
new way
Legacy systems and siloed
data
Real-time, integrated systems bring teams
together faster.
Broken, manual processes
Employees have tools to streamline processes and
deliver value to customers faster.
Fragmented customer
experiences
Personalized customer experiences are connected
across channels.
Improve both employee and customer experiences.
Use Flow to integrate intelligence into automated experiences from the first moment the customer
engages. Make your customers’ experience more seamless with AI-powered chatbots and provide
critical insights to your employees – all of which leads to increased revenue. Incorporate low-code
tools, such as Einstein Next Best Action and Einstein Recommendation Builder, into your apps to
create better, faster, personalized service to customers. With Einstein, you can create intelligent,
streamlined workflows across the entire Customer 360, all while improving the day-to-day
experience for everyone.
93
%
of organizations see automation as a means to create
better connected customer experiences and to improve
operational efficiency.
IT & Business Alignment Barometer 2021
8 | The Low-Code PlayBook | 2022
CUSTOMER STORY
RBC Wealth Management reimagines personalized
service by creating custom digital experiences for
wealth management.
24
min.
average
onboarding time
The wealth management industry’s traditional process-driven approach to business hasn’t always
resulted in the best client experiences. Onboarding is a prime example when new clients typically
receive a 100-page physical document with sticky notes indicating where to sign.
RBC Wealth Management wanted to remove that friction. So, using low-code automation, extending
it with custom functionality, and pairing it with a customer-first digital experience, the company was
able to automate its case management workflows for a better client onboarding experience. As a
result, onboarding time has been reduced from weeks to just 24 minutes on average.
A powerful platform strategy elevates advisors and clients.
With the new customer-first digital experience, RBC Wealth Management was able to create a new
portal for clients that gives them full visibility of all their accounts. In addition, it gave financial
advisors access to an analytics dashboard, allowing them to quickly view their portfolio and cases
on their own time. Now financial advisors have the flexibility and freedom to create their own
“secret sauce” and manage client relationships within Salesforce. The platform has enabled a
connected advisor-client experience so that with a click of a single button, advisors are able to
integrate and gather all data in one shot. Advisors can quickly prepare for client meetings and
always know the real-time status of any portfolio.
The scalability of the platform helps our admins and developers
build the automations and tools that really help the advisors
serve their clients’ needs.
Rohit Gupta, Director, RBC Wealth Management – U.S.
RBC Wealth Management continues to reimagine financial solutions.
The firm is just getting started on its wealth management transformation journey. The company is
using Tableau to build a data culture that connects analytics to the next best action to take. Advisors
can now spot trends, predict outcomes, and give end-user clients next-level service with enhanced
capabilities. RBC Wealth Management has embraced the industry’s digital imperative and is poised
to innovate for what’s next in financial services.
9 | The Low-Code PlayBook | 2022
section 3
Deploy with Security, Scale, & Governance
Build automated apps fast upon a solid foundation of trust.
Your business needs to move fast while keeping customer trust and cost-savings top of mind. With
Genie and Salesforce Platform, you have built-in privacy and compliance to help you protect
sensitive data, prevent unauthorized access, and keep sandboxes secure.
Now more than ever companies need to proactively protect customer data as their
teams build and test, because not complying with increasing regulations is simply too
expensive and risky.
14.8M
$
average cost for failing
increase in data
to comply with data
breaches since
privacy regulations
+
71%
Global Scape
March 2020
increase in phishing
+
667%
Performance
attacks since March
2020
Forbes
Improvement Partners
Using Salesforce Platform keeps your apps secure while providing
your customers with productive, powerful, and reliable experiences.
An effective app development process meets these requirements:

Strict measures for guarding privacy

Permission sets for appropriate access
 A secure development environment for testing

Governance processes and policies supported by tools that make app
management easy
10
|
The Low-Code Pl ayBook | 2022
Security and Privacy Products
Expected Outcome
Data Mask
Protect sensitive data as you build in your sandboxes.
Salesforce Shield
Monitor threats and automatically encrypt data to keep
apps compliant and prevent data loss.
Security Center
View all of your security permissions in one place.
Privacy Center
Control privacy management to ensure always-on
compliance.
Customize, build, and test while protecting personal information.
More customer data is available than ever before, whether that data is coming in through your apps
or third-party systems. Misuse of customer data is one of the biggest challenges faced by companies
working to protect their systems from internal or external threats. To compound this challenge,
more third parties are being utilized by companies to build cost-effective solutions that add value
back to their customers.
Protecting everyone’s personal information is vital to maintaining trust. Companies and institutions
need to be sure sensitive information isn’t seen by the wrong parties (employees included) and
doesn't leave their platform during the testing process. Salesforce Data Mask addresses data privacy
and confidentiality while letting you develop with the power of sandboxes.
Improve the customer experience by testing before pushing apps to production. Sandboxes allow
you to democratize app development and increase productivity without breaking things. Our
secure, standards-based tools keep your development environment safe and compliant, so you can
build with trust and protect sensitive data when testing apps.
11 | The Low-Code PlayBook | 2022
ake trust and compliance to a new level.
T
ith more sensitive data in the cloud, security and compliance requirements also become
increasingly complex. Salesforce Shield helps address these requirements while allowing you to
monitor user activity and enforce security policies. Protect your enterprise with point­-and-click
tools that enhance trust, transparency, compliance, and governance across all of your businesscritical apps.
W

Platform Encryption
Natively encrypt your most sensitive data while retaining critical app functionality,
including search, workflow, and validation rules.

Event Monitoring
Build flexible, customizable security policies that give IT the power to identify and prevent
malicious activity in real time.

Field Audit Trail
Track changes to your data for up to 10 years. Report on its value for forensic-level
compliance and more significant operational insights into your business.

Einstein Data Detect
Find and classify your sensitive data quickly with pattern matching that detects,
categorizes, and flags data for swift action.
Have the full picture at all times.
Salesforce Security Center helps you manage all of your security controls across multiple orgs in one
place so that you can gain visibility into key security metrics everywhere. This data helps drive
critical business decisions and faster responses to threats and anomalies.
Security Center
Summary
ashboard
D
uthentication by Type
Configuration
ermission
U
A
P
12 | The Low-Code PlayBook | 2022
ser
CUSTOMER STORY
Humana takes on security and privacy so customers
can achieve their best health.
Over the decades, Humana has undergone a culture change from focusing on nursing homes,
hospitals, and insurance to primary care services. But one aspect continues to be front and center —
keeping its customer data safe and secure. Previously, Humana stored its data on-premises, but a shifting workforce and increased demand for
services required the company to accelerate its cloud adoption journey. With Salesforce as a key
partner, Humana could scale infrastructure quickly to meet its commitments.
Humana’s digital transformation included building out a continuous improvement process
regarding developers, security operations, data security, and IT support and monitoring. Hendy
Wiebe, Cloud Services Management Fellow at Humana, explained, “Continuous improvement in
monitoring is at the center of everything we do,” and “We leverage every piece of data we get from
Salesforce.” An integrated model makes sure that across all Salesforce event monitor logs, Heroku,
MuleSoft, and even Tableau are captured and leveraged.
Similarly, data security is handled through
Salesforce Shield. Humana built encryption
and introduced bring your own key (BYOK)
solutions to help the company move away
from costly middleware and opened it to
new compliance capabilities. “We don’t just
buy a product with Salesforce. We have a
partner, who is like our extended support
team and monitoring team,” said Wiebe.
$
6M
saved yearly in
overall costs
Humana
Forecasts
By partnering with Salesforce on Shield,
Humana was able to save $6 million a year in
overall costs, while still meeting its needs. As
Humana takes leaps and bounds in its cloud
adoption journey, Salesforce is there every
step of the way to help Humana deliver not
just healthcare, but human care.
These 28 patients are at high risk.
13 | The Low-Code PlayBook | 2022
Governance is vital, so it should be easy to enforce.
ow-code platforms are appealing because they allow admins and developers to quickly push secure
applications into production without impacting IT’s enterprise projects. But to ensure data security
and proper use of IT’s assistance, you’ll need a governance plan tailored to your organization.
L
Use these tips to build a governance framework that works for you.
 Define a training and certification process for your developers and admins with opportunities
to be certified as experts in anything from automating business processes to creating helpful
reporting dashboards.
 Set up standard workflow protocols for low-code development: sandboxes, testing, validation,
audit, integration, and deployment.
 Determine who the approvers are for each of the steps in the development cycle.
 Create an evaluation process for admitting projects into either the IT backlog or the low-code
backlog.
 If using a low-code backlog, create a standard set of requirements that apply to any project
to ensure each app aligns with compliance and security measures outlined in your
governance policies.

o need to reinvent the wheel. If you already have a general governance model in place, use
that as a starting point, making adjustments to provide IT oversight or an approval workflow.
N
reate a complete privacy compliance solution.
C
anage your sensitive data and protect privacy with a suite of simple, easy-to-use tools that provide
everything you need to take control of your privacy management.
M

mprove data protection.
I
Anonymize and minimize
sensitive data in your org with
ease. Use masking to keep data
secure and further protect it by
moving it to storage and
keeping only what is required.
14 | The Low-Code PlayBook | 2022


ain insights and
track changes.
uild trust with customers.
G
B
uickly create policies to
compile and securely transfer all PII from your org to your
customer. Monitor the progress
or see a history of a customer’s
past and ongoing requests.
Q
isualize how customer data is
being used, who has access to
data, and the amount and status
of requests. Receive notifications
about changes to consent or
contact information.
V
The bottom line: Low code is secure and agile.
While business challenges can be increasingly complex, the solutions are actually simple. Process
automation is essential because you need to work as efficiently and effectively as possible.
Empower your team with smart and dynamic apps that boost efficiency, increase productivity, and
provide cost savings. And since trust is more important than ever, you can take every measure to
preserve that trust as you scale app development with confidence.
Ready to start building the apps
and automation you need fast
on Salesforce?
Sign up for a free trial, or learn more in our
guided tour.
Try for free Take guided tour
or call 1-800-667-6389.
Resources:
section 1
section 2
section 3
App Building for Salesforce Admins
Salesforce Flow Press Release
The IT Guide to Data Security and Governance
Lightning App Builder Trail
Salesforce Flow Trail
Salesforce Shield Trail
Mobile Publisher Trail
Learn More About Einstein
Security Center Datasheet Learn More About Low Code
1.3 Trillion Reasons to Love Automation
Sandbox Datasheet
AppExchange Components
Learn More About Salesforce Flow
Learn More About Security
15 | The Low-Code PlayBook | 2022