- gettectonic.com
Customer Satisfaction
31May

10 Essential Customer Service Skills & How to Master Them

At Tectonic, we focus heavily on Salesforce tools—but technology alone isn’t enough. Exceptional customer service hinges on the right mix of human skills and smart automation. Ever called customer support only to be met with indifference or incompetence? Poor service doesn’t just frustrate—it erodes trust and drives customers away. In today’s competitive market, outstanding service is a differentiator. It boosts satisfaction, retention, and revenue while building brand loyalty. Whether you’re a leader refining your team or an agent honing your craft, mastering both hard and soft skills is key. What Is Customer Service? Customer service is the support businesses provide before, during, and after a purchase. It includes:✔ Resolving issues✔ Answering questions✔ Offering guidance✔ Ensuring satisfaction The goal? Stronger relationships, happier customers, and business growth. Why Do Customer Service Skills Matter? It’s not just about fixing problems—it’s about listening, empathizing, and exceeding expectations. Top Customer Service Skills 1. Continuity 2. Omnichannel Support 3. Automation How to Improve Customer Service Skills For Teams: For Agents: Hard Skills Every Agent Needs 🔹 Product Knowledge – Know features, fixes, and FAQs inside out.🔹 Technical Expertise – Navigate service consoles & CRMs with ease.🔹 AI Proficiency – Leverage chatbots and automation smartly.🔹 Omnichannel Etiquette – Adjust tone for email, chat, and phone.🔹 Multilingual Ability – Serve diverse customers better. Soft Skills That Build Trust 🔸 Effective Communication – Be clear, concise, and customer-focused.🔸 Active Listening – Hear the real issue behind complaints.🔸 Empathy – Show genuine care (e.g., “I understand how frustrating this must be.”).🔸 Adaptability – Stay calm under pressure and pivot when needed.🔸 Time Management – Balance speed and quality. Mastering Customer Service in the AI Era Customer service is evolving fast. The best teams combine:✅ Human touch (empathy, problem-solving)✅ Smart tech (AI, automation, CRM insights) For leaders: Use this checklist when hiring and training.For agents: Sharpen these skills to deliver standout experiences—and grow your career. Pro Tip: Pair skills with the right tools. Salesforce’s My Service Journey helps align service with business goals. Final Thought Great service isn’t just about solving issues—it’s about making customers feel valued. Invest in these skills, and your team (and bottom line) will thrive. 🚀 Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 31, 2021in Salesforce, Technology
Salesforce CDP Explained
29May

Salesforce CDP Explained

What is a Customer Data Platform (CDP)? A Customer Data Platform (CDP) is one of the most transformative tools in modern marketing. Salesforce CDP Explained. If you’re exploring whether your business needs a CDP and how to begin using one, this guide will walk you through the essentials. CDPs have quickly become a go-to solution in marketing, popping up in reports and strategies everywhere. According to the 2020 State of Marketing Report, 86% of marketers who use CDPs are maintaining or increasing their usage, making many companies wonder: Do we need a CDP too? This insight serves as your step-by-step guide to help you determine whether your business should invest in a CDP, and how to successfully implement one for smarter marketing. What is a CDP? A Customer Data Platform (CDP) is a sophisticated piece of marketing technology designed to collect and organize customer data from various sources into centralized profiles. It helps businesses manage and draw actionable insights from data in real time, making it easier to personalize customer interactions. A typical CDP includes tools for customer data management, marketing automation, multichannel campaign execution, and real-time interaction management. It’s particularly useful when businesses need a database of user-level data to understand customer behaviors across touchpoints. Why Does Your Business Need a CDP? Salesforce CDP Explained CDPs excel in four core tasks: collecting, unifying, activating, and analyzing data. Introducing Salesforce’s CDP: Data Cloud Salesforce’s Data Cloud is a powerful CDP that integrates with Customer 360 to provide real-time customer profiles. It collects and unifies customer data in real time, ensuring businesses can deliver personalized customer experiences and foster stronger relationships. Data Cloud is scalable and designed for businesses of all sizes, with built-in security, compliance, and privacy features through Hyperforce. Benefits of a CDP Beyond basic segmentation, CDPs offer three major benefits: CDPs vs. CRM vs. DMP It’s important to understand the distinction between different data tools. While CRMs focus on managing customer relationships and interactions, and Data Management Platforms (DMPs) handle anonymous data for targeted advertising, CDPs are designed to unify and activate first-party data for personalized marketing. How to Choose a CDP When selecting a CDP, focus on two key areas: insights and engagement. Some CDPs specialize in integrating and analyzing customer data (insights), while others focus on delivering real-time personalized experiences (engagement). Salesforce’s Data Cloud combines both capabilities, offering real-time insights and activation to power personalized experiences across channels. To choose the right CDP for your business, ask these questions: Success Stories with CDPs CDPs have transformed the way businesses engage with their customers. One example involves a regional food and convenience store chain that implemented a CDP to enhance personalized digital experiences. By using customer data to tailor marketing emails and online interactions, the business saw a 16% increase in conversion rates on one of its key products. Getting Started with a CDP CDPs are essential tools for businesses looking to unify customer data, personalize marketing, and drive smarter marketing strategies. To get started, consider building a business case for CDP adoption, assembling a cross-functional team, and researching the right CDP to fit your organization’s needs. The journey to smarter, data-driven marketing begins with the right CDP. Make sure to explore Salesforce’s Data Cloud and other leading platforms to find the best fit for your organization’s growth and success. Content updated April 2023. Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 29, 2021in Data, Hyperforce, Marketing Automation, Salesforce, Salesforce Data Cloud, Technology
Cloud Managed Services
27May

Page Layout in Salesforce

Page layouts in Salesforce are essential for controlling the arrangement and organization of various elements on object record pages in Salesforce. These elements include buttons, fields, s-controls, Visualforce, custom links, and related lists. Page layouts play a crucial role in determining the visibility, read-only status, and required fields, allowing customization of record pages tailored to user preferences. Required Editions: Page layouts can incorporate s-controls and Visualforce pages, adjusting their size and deciding whether to display labels and scroll bars. Salesforce provides two tools for editing page layouts: the original page layout editor and an enhanced page layout editor. The enhanced editor, enabled by default, offers additional functionality and a user-friendly interface compared to the original editor. Within a page layout, users can access a mini page layout, defining hover details when mousing over a field in the Agent console or Recent Items section in Salesforce Classic. Salesforce automatically generates a default page layout for custom objects, and if unused, Lightning Platform API can still interact with the object or build a custom user interface. Create Page Layouts: Utilize the enhanced page layout editor to tailor record page layouts to meet user needs effectively. Enhanced Page Layout Editor: This tool, enabled by default, enhances the customization of page layouts in Salesforce, the Self-Service Portal, and the Salesforce Customer Portal. It combines the functionality of the original editor with additional features and an improved interface. Assign Page Layouts to Profiles or Record Types: Define which page layouts users see by assigning them based on profiles or record types. Profiles determine the page layout for a user, while the combination of profile and record type determines the displayed layout for a specific object. Edit Multi-Line Layouts for Opportunity Products: Customize columns for displaying or editing items in the Products related list on an opportunity detail page. Configure Fields on Multi-Line Layouts for Opportunity Products: Ensure fields are visible on the Opportunity Product page layout before adding them to the multi-line layout, achieved through the Product related list on an Opportunity object page layout. Customize Related Lists: Tailor buttons, columns, order, and record sort order of related lists on record detail pages in Salesforce and the Salesforce Customer Portal. Customize Standard and Custom Buttons on Page Layouts: When customizing page layouts, control the display and order of both standard and custom buttons. How Page Layout Elements Display in Lightning Experience: Customizations made in Salesforce Classic affect object record pages in Lightning Experience. However, the page elements display differently, with some elements not supported in Lightning Experience. Page Layout Tips: Keep page layouts organized and user-friendly. How Page Layouts Work in the Salesforce Mobile App: Use the enhanced page layout editor to customize object record detail pages, configure actions, and determine field and related list visibility in the Salesforce mobile app. Manage Mobile Cards in the Enhanced Page Layout Editor: Enhance the Mobile Cards section of your page layout with expanded lookups, components, and Visualforce pages to display them as mobile cards in the Salesforce mobile app. Feed-Based Layouts in Salesforce Classic: Feed-based page layouts simplify record work by offering separate views for the record’s feed and its details, including related lists. Salesforce Classic Home Tab Page Layouts: Customize the Home tab in Salesforce Classic by including components like sidebar links, a company logo, a dashboard snapshot, or custom components. Different home page layouts can be assigned to users based on their profiles. Customize Page Layouts with the Original Page Layout Editor: Use the original page layout editor for customizing page layouts in Salesforce, the Self-Service Portal, and the Salesforce Customer Portal. Like1 Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 27, 2021in Salesforce, Salesforce Development Services
Collecting customer data
26May

Customer Journey Mapping

Based on a Salesforce study, 51% of marketing leaders measure success with revenue growth.  22% look at customer satisfaction. While only 18% look at customer retention.  Customer journey mapping addresses retention, satisfaction, and revenue growth.  Taking a customer-centric approach to designing your customer journey map puts your focus on the customer improving customer satisfaction and retention, in addition to revenue. Your customer journey map coordinates all your marketing efforts. Maximize the Advantages of Customer Journey Mapping To maximize the advantages of customer journey mapping, it’s critical to take a comprehensive approach that integrates each of the following steps: Your Customer Journey Map is a Diagram of Touchpoints The customer journey map becomes a diagram of all the touchpoints a customer has with your company. While every customer’s experience with your company will be slightly, or greatly, different the customer journey map will outline potential journeys and touchpoints. Understanding how, when, and why your customer is interacting with your company is key to improving your customer experiences. The Salesforce team at Tectonic looks forward to assisting you in implementing your customer journey throughout the entire Salesforce ecosystem. Like1 Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 26, 2021in Salesforce Sales Cloud
Salesforce Sales Cloud
25May

Salesforce Sales Cloud Process Flow

Salesforce Sales Cloud, a fully adaptable CRM solution, consolidates customer information into an integrated platform that encompasses marketing, lead generation, sales, customer service, and business analytics. Salesforce Sales Cloud Process Flow saves time. Additionally, it offers access to a myriad of applications through the AppExchange. Here’s a guide on how to set up a Salesforce Sales Cloud process flow: Understanding the Salesforce standard object architecture is necessary when setting up a sales process: Mapping your selling path involves: Establishing an activity tracking process: Building a Salesforce sales process requires time and effort but provides a robust framework for sustained growth. Organizations that can define and map their unique selling path, have clear sales stages, and ensure strong adoption being more efficient in reaching revenue goals. Need help? Contact Tectonic today. Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 25, 2021in Salesforce Optimization, Salesforce Sales Cloud
Journey Builder Wait Until API Event
24May

Journey Builder Wait Until API Event

Introducing the Journey Builder Wait Until API Event Activity, a cutting-edge addition to Journey Builder unveiled in the April 2021 Salesforce Marketing Cloud Release. This feature revolutionizes customer engagement by enabling real-time experiences through external event triggers within a journey. By strategically placing the Wait Until API Event activity within your journey, you can suspend customer progression until a specified event occurs, ensuring seamless transitions to the next activity. Journey Builder Wait Until API Event Key Features: Use Cases: Configuration Steps: API Event Configuration: Additional Considerations: Use Case Example: In summary, the Wait Until API Event Activity empowers marketers to orchestrate dynamic, real-time journeys tailored to individual customer actions, driving enhanced engagement and conversion rates across multiple touchpoints. Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 24, 2021in Salesforce, Salesforce Marketing Cloud
Marketing Cloud Connect
20May

Account, Edition, and Other Marketing Cloud Connect Compatibility FAQs

Understanding Marketing Cloud Connect Compatibility. Which Marketing Cloud Editions are Compatible with Marketing Cloud Connect? All editions of Marketing Cloud are compatible with Marketing Cloud Connect. For a comprehensive list of compatibility, refer to the product features documentation. Which Salesforce Editions are Compatible with Marketing Cloud Connect? Marketing Cloud Connect is compatible with Salesforce Performance, Unlimited, Enterprise, and Developer Edition Sandbox accounts. However, it is not currently compatible with Professional Edition. Check the product features documentation for a detailed list of compatibility. Is Marketing Cloud Connect compatible with Lightning Experience? The Marketing Cloud Connect User Interface integrated into Sales/Service Cloud is built using Visualforce and is considered a Salesforce Classic experience. While Visualforce pages can be utilized within Lightning Experience, clicking on Marketing Cloud Connect tabs redirects users to Salesforce Classic Experiences. Which Languages are Supported? Versions 5.494.1 (January 2016 Release) and earlier support English, French, and Japanese. Versions 5.495.1 (March 2016 Release) and later support English, French, Japanese, Spanish, Spanish (Mexico), Portuguese (Brazil), Italian, and German. What are the requirements for Marketing Cloud connect? Marketing Cloud Connect requires a relationship between a single Marketing Cloud account and one or more Salesforce orgs. Your Marketing Cloud account must be provisioned and enabled for use with Marketing Cloud Connect before connection. Subscriber Key is required for Marketing Cloud Connect. Is Marketing Cloud Connect Supported in the Salesforce Mobile App? No. Understanding Marketing Cloud Connect compatibility can be challenging. Contact Tectonic today. Like3 Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce Data Studio Data Studio Overview Salesforce Data Studio is Salesforce’s premier solution for audience discovery, data acquisition, and data provisioning, offering access Read more How Travel Companies Are Using Big Data and Analytics In today’s hyper-competitive business world, travel and hospitality consumers have more choices than ever before. With hundreds of hotel chains Read more Integration of Salesforce Sales Cloud to Google Analytics 360 Announced In November 2017, Google unveiled a groundbreaking partnership with Salesforce, outlining their commitment to develop innovative integrations between Google Analytics Read more

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May 20, 2021in Salesforce Marketing Cloud
Case Management in Salesforce
19May

Case Management in Salesforce

What does Salesforce Case Management entail? Salesforce Case Management, as explained in the Service Cloud Introduction session, provides a platform for recording, tracking, and resolving customer issues across sales, service, and support. Advantages of utilizing a case management system: Case Management in Salesforce Salesforce Case Management allows the automatic collection of cases from various sources like email, social media, support centers, or web forms. It provides tools for categorizing, filtering, and adding notes to cases stored in the database. How can I establish case management in Salesforce? Utilize queues and automated rules to assign cases to your team without constant monitoring. By assigning cases to a queue, specific team members can select cases from a list, helping prioritize work. Auto-assign cases to queues or team members based on conditional rules. Distinguishing case management from CRM: While both case management and CRM assist in managing customer data and interactions, the key distinction lies in the fact that case management is tailored to monitor the progress of individual cases. Visibility of cases in Salesforce: If the organization-wide sharing default access for Cases is set to ‘Private,’ and ‘Grant Access Using Hierarchies’ is enabled, only the Case owner, the owner’s managers in the role hierarchy, Salesforce admins, and user profiles with the ‘View All’ object permission on Cases can view a Case. Can leads have cases in Salesforce? To associate a Lead with a Case, create a custom lookup field on Cases to the Leads object. This allows for a Cases related list on the Lead record. Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 19, 2021in Data, Salesforce, Salesforce Service Cloud
Salesforce Automated Case Routing
17May

Salesforce Automated Case Routing

What is Omni-Channel Routing in Salesforce? Salesforce Automated Case Routing is a time-saving automation, and Omni-Channel is one way to do it. Omni-Channel is a feature within Salesforce’s Customer Service and Console that facilitates the automatic routing of various work items, such as Leads and Cases, to agents. It intelligently assigns work items to agents based on factors like agent capacity, priority, skillset, and more. Automate Case Routing with Omni-Channel Accelerate and streamline the process of authorization approval by automating workflows through routing configurations. Omni-Channel enables rapid routing of cases to the appropriate users, ensuring timely review of authorization requests. Required Editions: With Omni-Channel’s adaptable and customizable framework, you can effectively manage your users’ capacity for conducting authorization request reviews. Utilize queues or skills to specify which users handle which types of requests. Routing Strategies: Salesforce Automated Case Routing How to Automate a Case in Salesforce: Create Predefined Case Teams: Different Routing Types in Salesforce: Automated Case Assignment Options in Salesforce: Creating a Routing Configuration in Salesforce: Automation Flow Creation in Salesforce: Difference Between Routing and Dynamic Routing: Automated Case User in Salesforce: Case Auto-Response in Salesforce: Creating a Case Auto-Response in Salesforce: Like1 Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 17, 2021in Salesforce
implementation
14May

Improve Email Deliverability Rates

Enhancing email deliverability doesn’t have to be hard. By taking these simple steps, you can boost customer engagement and trim unnecessary email expenses, by improving email deliverability rates. Litmus and Salesforce have collaborated to craft a comprehensive four-part guide, empowering you to nail email deliverability intricacies and develop a proactive and all-encompassing strategy for your email marketing, ensuring the optimization of every campaign for success. When sending an email, it passes two checkpoints: delivery and deliverability. Delivery determines whether the email reaches the subscriber’s inbox provider’s servers. If accepted, the email is marked as delivered; otherwise, it faces classification as a hard or soft bounce. Deliverability follows delivery, gauging the rate at which emails land in subscribers’ inboxes instead of being relegated to spam or the junk folder. Each of these factors effect email deliverability. To improve email deliverability rates, implementing preventive measures and monitoring your efforts is paramount. A pivotal step involves confirming your authentication and infrastructure. Ensure that your infrastructure is correctly configured and exclusively sent from authenticated domains. Establish the three primary frameworks: SPF, DKIM, and DMARC. For those sending emails from a new IP address, consider IP warming. IP warming entails gradually dispatching emails from a new IP address or domain name. Progressively increasing the send volume over time is crucial. This method verifies your legitimacy as a sender, particularly challenging when dealing with a new dedicated IP address, a new domain, a new subdomain from a warm domain, or transitioning to a new ESP. Implementing these recommendations from Tectonic will significantly improve email deliverability rates within Salesforce Marketing Cloud Account Engagement (formerly known as Pardot). Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 14, 2021in Salesforce
CloudAlly Backups and Recovery for Salesforce
13May

CloudAlly Backups and Recovery for Salesforce

Salesforce Backup Solution Since 2011 – CloudAlly Backups and Recovery for Salesforce. Our enterprise-grade automated Salesforce backup and recovery solution has been safeguarding all your Salesforce organizational data, metadata, and Chatter feeds. With features like Anomaly Detection, Sandbox Seeding, and Salesforce Data Comparison, optimize your data protection strategy with us. Protect Your Business-Critical Salesforce Data Rely on our enterprise-ready Salesforce Data Protection, backed by the pioneers of SaaS Backup. Secure your Salesforce Drive data with our automated or on-demand backup services covering all your Salesforce data, metadata, and Chatter feeds. Benefit from single repository backups and support for Salesforce sandbox seeding, including data anonymization and data/metadata comparison. Flexible Recovery Options Our flexible recovery options include point-in-time, granular, and cross-org restore functionalities, complemented by sandbox seeding. Export Salesforce data in CSV format compatible with the Salesforce Import Wizard and Data Loader. Enjoy unlimited data storage and retention for added peace of mind. Exceptional Customer Service Access real-person customer service 365x24x7 to address all your Salesforce backup queries promptly. Navigate through our dedicated Customer Hub, featuring video tutorials and a comprehensive knowledge base for self-service support. Secure and Certified Rest assured with our secure and certified backup solution, featuring OAuth and MFA/2FA support. Compliant with ISO 27001, HIPAA, and GDPR regulations, our global data centers ensure data security. Benefit from secure Amazon AWS S3 Encryption for added protection. Closing the Cybersecurity Gap When considering the potential for employee errors and the prevalence of malware attacks and security breaches, it becomes evident that there’s a significant cybersecurity gap. This gap can lead to business-critical data loss without the possibility of recovery. Native Salesforce Backup and Recovery Limitations While Salesforce is undeniably powerful, its native backup options, like the Export backup function, fall short in several aspects. Weekly or monthly backups, lack of sandbox support, and a limited download window of 48 hours restrict their effectiveness. Similarly, native recovery options, such as the Data Loader, are cumbersome and time-consuming. Taking Responsibility for Data Protection While Salesforce hosts your data, ensuring control and protection against security threats or accidental deletion ultimately falls on your company’s shoulders. Salesforce itself recommends developing a data backup and recovery strategy as part of your overall data management and security model. This recommendation is echoed by industry leaders like Gartner and Forrester, as well as regulatory bodies such as GDPR and HIPAA, which mandate demonstrable recoverability. *Newsweek – Top Business Tools CloudAlly Backups and Recovery for Salesforce Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 13, 2021in Salesforce
Salesforce Health Cloud
13May

Salesforce Health Cloud for Payers

Utilization Management (UM) has been a familiar term since the 1970s, but its significance has grown considerably as a tool for managing medical costs. The pressure to contain costs amid overutilization and resource waste has intensified, prompting health insurers (payers) and employers to seek ways to control premiums and claims trends. Salesforce Health Cloud for Payers explained. What started as a rudimentary pre-hospitalization check has evolved into a multifaceted utilization review process involving prospective, concurrent, and retrospective evaluations. Modernizing a decades-old process, addressing fragmented UM systems, and establishing a unified source of truth for care management pose significant challenges. Enter Salesforce Health Cloud. Salesforce Health Cloud streamlines care requests, enabling payers to manage precertification and prior authorization efficiently. The Care Request feature in Health Cloud supports various payer UM processes, including prescription drug preauthorizations, service preauthorizations, and admissions review, facilitating informed decision-making and ensuring patients receive necessary care. How Tectonic can help: Tectonic specializes in providing solutions to payers facing UM challenges. Leveraging Salesforce products, we assist health and life sciences clients in maximizing authorizations, creating member service solutions, and deriving actionable insights from captured data. With our industry expertise and tailored consultation, we offer a blueprint for success across all functional areas within payer organizations. Discover how Tectonic can empower your organization to overcome UM challenges and achieve operational excellence. Contact us today. Like1 Related Posts Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Salesforce Government Cloud: Ensuring Compliance and Security Salesforce Government Cloud public sector solutions offer dedicated instances known as Government Cloud Plus and Government Cloud Plus – Defense. Read more PII Explained Personal Identifiable Information (PII) is defined as: Any representation of information that permits the identity of an individual to whom Read more Case Study: Health Payer/Provider Onboarding/Network Growth After doing their initial Sales Cloud implementation and SAP integration over 12 years ago, this company was only leveraging Salesforce Read more

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May 13, 2021in Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud
Salesforce CDP Innovations
12May

Salesforce CDP Innovations

New Salesforce CDP Innovations: Smarter, Faster, and More Personalized Customer Interactions Salesforce has launched new innovations for its Customer Data Platform (CDP), designed to help businesses leverage first-party data for more personalized customer experiences. Leading brands like Bank of Montreal and convenience store retailer Casey’s are already using Salesforce CDP to create a unified source of customer truth, streamlining interactions and providing frictionless customer experiences. The world is gradually recovering from the pandemic, and consumer behavior is shifting as shops, hotels, restaurants, and other establishments reopen. While customers are eager to engage in the experiences they’ve missed, companies recognize that digital innovations, such as curbside pickup and direct-to-consumer websites, which fueled pandemic-era growth, are here to stay. As expectations for personalized, connected experiences grow—with 70% of customers demanding this—many businesses struggle to unify customer data across systems, teams, and devices. This data fragmentation makes it difficult to create a single source of truth for customers. Salesforce CDP: Built on the World’s Leading CRM Salesforce CDP solves this challenge by capturing, unifying, and activating customer data across various touchpoints to drive more personalized experiences. Today’s new CDP features make data smarter, more connected, and easier to activate securely. Built on Salesforce’s #1 CRM platform, the CDP unifies data from sales, service, marketing, loyalty, and commerce systems, creating a comprehensive single source of truth. Businesses can then leverage this unified view for personalized marketing, advertising, analytics, and relationship-building strategies that increase customer loyalty and revenue. New Innovations in Salesforce CDP Include: How Businesses Are Using Salesforce CDP Availability of New Features: This insight helped you learn more about these innovations and how Salesforce CDP can enhance customer engagement from anywhere. Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 12, 2021in Data, Mulesoft, Salesforce, Technology
11May

Salesforce Sales Acronyms

Here is a helpful glossary of sales terminology you may hear when discussing Salesforce sales. Salesforce Sales Acronyms Acronym Meaning Defintion BANT Budget, Authority, Need, Time A framework that helps sales reps judge how qualified a lead is/their propensity to purchase (how likely they are to purchase). From there, sales reps can focus their attention on the most promising prospects. This is more closely related to sales qualified leads than marketing qualified leads. CQ Calendar Quarter A period of three months that is used by organizations in order to calculate their budgets, profits, losses, and sales quotas. The calendar quarters start in January/April/July/October, whereas the fiscal quarters can start at any month (according to the organization), for example, Salesforce themselves start their fiscal year in February, which means their second fiscal quarter starts in May. Salesforce Admins and users will come across this when filtering date fields in the Salesforce report builder. CY Calendar Year A period of twelve months that is used by organizations in order to calculate their budgets, profits, losses, and sales quotas. The calendar year starts in January, whereas the fiscal year can start at any month (according to the organization). ECC Einstein Call Coaching Einstein Call Coaching gives users insights and trends from sales calls – taking the rich fabric of a conversation and splicing it into key moments. ECC is ‘product within a product’ of High Velocity Sales (HVS). ECI Einstein Conversation Insights Gives users insights and trends from sales calls – taking the rich fabric of a conversation and splicing it into key moments. Never before have sales managers and reps been able to analyze their conversations like this – at scale and at speed – which would be impossible without the help of AI. (Formerly known as Einstein Call Coaching). EEI Einstein Email Insights Einstein will surface contextual sales information while writing emails, so you ultimately send the best response, at the best time.Available with Sales Cloud Einstein, Inbox, High Velocity Sales, or Revenue Intelligence, which come at an additional cost. It’s available (at an extra cost) for Salesforce Enterprise, Performance, and Unlimited editions. FQ Fiscal Quarter A period of three months that is used by organizations in order to calculate their budgets, profits, losses, and sales quotas. Salesforce Admins and users will come across this when filtering date fields in the Salesforce report builder. FY Fiscal Year “A period of twelve months, used by organizations in order to calculate their budgets, profits, and losses.” (and sales quotas)(source).Salesforce Admins and users will come across this when filtering date fields in the Salesforce report builder. HVS High-velocity Sales High-velocity Sales was developed for inside sales/sales development teams that process a high-volume of activities, especially calls. Now called Sales Engagement, the product includes: Sales Cadences, Work Queue, Einstein Lead Score, Salesforce Inbox, Call Scripts and Einstein Call Coaching. YOY Year-on-year Comparing the performance in one period of time with the same time period the previous year. For example, comparing January 2022 to January 2021 to see if trends have increased or decreased. Like Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 11, 2021in Salesforce, Salesforce Commerce Cloud, Salesforce CPQ, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Sales Cloud
Salesforce Sales Cloud
11May

Merging Duplicate Sales Cloud Leads in Salesforce Classic

This is the process for merging duplicate Sales Cloud leads in Salesforce Classic How do I make a field non editable in Salesforce? Add field level security to the service territory object because this profile should not be able to edit any fields on it. Only should be able to add and remove the related object. The readonly attribute makes a form control non-editable (or “read only”). A read-only field can’t be modified, but, unlike disabled , you can tab into it, highlight it, and copy its contents. Setting the value to null does not remove the effects of the attribute. Instead use removeAttribute(‘readonly’) . Why can’t I edit permission sets in Salesforce? In Group and Professional Edition organizations, you can’t create or edit custom permissions, but you can install them as part of a managed package. From Setup, enter Custom Permissions in the Quick Find box, then select Custom Permissions. Like1 Related Posts AI Automated Offers with Marketing Cloud Personalization AI-Powered Offers Elevate the relevance of each customer interaction on your website and app through Einstein Decisions. Driven by a Read more Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more

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May 11, 2021in Salesforce Sales Cloud

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