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📚 OpenMethods Terminology & Feature Overview

Welcome! Below is a quick reference guide to key terms used across OpenMethods.

🏗 Platform

• Experience Cloud is a platform designed to enhance customer service experiences by integrating real-time workflows and automations directly into CRM systems like Zendesk and Oracle Service Cloud. It serves as a no-code automation and integration layer that connects contact center tools (such as voice, chat, and digital channels) with CRM systems, orchestrating contextual workflows, unifying data, and presenting the right actions at the right time within the CRM agent desktop.

🌟 Key Features

• Experience Client: Embedded app for agents that delivers real-time workflows, screen pops, and guided interactions inside the CRM.
  

• Experience Designer: Visual tool for building and managing agent workflows without coding.
  

• AppConnector: Secure connector for linking external systems (like order management or billing) with your CRM via OpenMethods.
  

• OpenConnect: Real-time integration interface that pulls or pushes data between OpenMethods and external APIs or databases.

• Popflow: Engine that drives automated screen pops, modals, and workflow guidance triggered by CRM events or external actions.
  

⚙️ Generic Platform Features

• SSO (Single Sign-On): Authenticate once to access OpenMethods securely via your CRM login.
  

• UserManagement: Manage user accounts, permissions, and roles inside the OpenMethods platform.

• EnvironmentManagement: Manage multiple platform environments (development, staging, production) for safe build and deployment practices.
  

• EncryptionKey: Security keys used to encrypt and protect data moving between OpenMethods, CRMs, and external systems.
  

💬 Need Help?

If you're unsure about any of the terms or features while setting up your environment, contact OpenMethods Support — we're here to help!