September, 2021 - gettectonic.com
Salesforce Omni-Channel
28Sep

Salesforce Omni-Channel

Omni-Channel in Salesforce is a feature embedded within the Customer Service and Console, facilitating the automated routing of various work items like Leads and Cases to agents. This feature intelligently distributes work items based on agent capacity, priority, skillset, and other factors. The multichannel approach emphasizes customer engagement, whereas the omnichannel strategy prioritizes customer experience. Multichannel endeavors to engage customers across various channels to enhance interaction, a fundamental metric in this approach. Routing Work with Omni-Channel: Omni-Channel is a versatile, customizable feature that can be configured without coding. It enables the management of work item priorities, ensuring prompt assignment of critical tasks to agents. Agents’ workload can be optimized to match their capacity, ensuring they handle an appropriate number of assignments. Moreover, agents can be designated for specific types of tasks, streamlining workflows. Omni-Channel routes work requests to available and qualified support agents within the application. Real-time operational insights are provided to supervisors through Omni Supervisor, eliminating the need for manual assignment selection. This efficiency saves time, effort, and enhances productivity, enabling agents to assist customers promptly and effectively. Important Note: Routing logic is applied upon work item assignment, and subsequent changes to field values do not trigger reapplication of routing logic. Omni-Channel is compatible with both Lightning Experience (preferred) and Salesforce Classic, functioning seamlessly in standard and console apps. Enhanced Omni-Channel is recommended over Standard Omni-Channel due to its superior features and ongoing development focus. It offers enhanced experiences for agents and supervisors, aligning with future Omni-Channel advancements. Set Up and Testing: Utilize Omni-Channel to route work items to queues, agents, skills, and Einstein Bots (on supported channels). Configuration options include Omni-Channel flows, catering to diverse business needs. Ensure successful implementation by setting up Omni-Channel to route incoming work items to qualified and available support agents seamlessly across console and standard apps. Subsequently, test the implementation to verify its functionality. Agent and Supervisor Management: Leverage Omni Supervisor to manage agents, queues, and skills efficiently. This tool provides comprehensive oversight, optimizing resource allocation and performance tracking. Customer Support and Benefits: Deliver real-time customer support across preferred communication channels, such as phone, messaging, or chat. Omni-Channel enhances customer insights, satisfaction, agent productivity, and operational cost-effectiveness, differentiating your business in the competitive landscape. Limitation Awareness: In instances where Omni-Channel agents encounter “LIMIT_EXCEEDED” errors, it may indicate queue capacity constraints. Monitoring queue load and managing work item volume is essential to prevent disruptions in routing and ensure uninterrupted service delivery. Like Related Posts 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 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

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September 28, 2021in Salesforce
Salesforce Updates Sustainability Cloud with Slack
23Sep

Salesforce Updates Sustainability Cloud with Slack

Salesforce has unveiled its updated Sustainability Cloud, integrating the newly acquired Slack, alongside the achievement of net zero emissions across its entire value chain and the transition to 100% renewable energy for its operations. Salesforce Updates Sustainability Cloud with Slack. The company’s climate action plan sets out priorities for advancing towards a 1.5°C future, highlighted by the launch of Sustainability Cloud 2.0. This updated platform empowers organizations to monitor and mitigate carbon emissions effectively. Sustainability Cloud is now known as Netzero Cloud. Marc Benioff, CEO and Chair of Salesforce, emphasized the urgent need to address climate change, underscoring Salesforce’s pride in achieving net zero emissions and renewable energy utilization. However, Benioff stressed the importance of continued efforts to engage all businesses in sustainable practices. These initiatives build upon Salesforce’s ongoing sustainability commitments, including the integration of climate obligations into supplier contracts and the introduction of tools to streamline supply chain emissions tracking. Salesforce also advocates for science-based climate policies and calls for mandatory climate reporting by companies. What is the Net Zero policy? Net Zero policy is that you reduce greenhouse gas emissions as much as possible. Then, any remaining emissions will be re-absorbed by things like the ocean or forests. What is Sustainability Cloud? Initially launched in 2019, Sustainability Cloud offers businesses a comprehensive view of their environmental impact, facilitating data-driven strategies to minimize carbon footprints. With the release of Sustainability Cloud 2.0, Salesforce integrates Slack, enhancing collaboration with suppliers post its acquisition. The updated platform includes features such as a carbon-offset ecosystem and tailored climate action plans. Salesforce credits its own net zero milestone to Sustainability Cloud, which identified impactful opportunities to reduce emissions effectively. Suzanne DiBianca, Chief Impact Officer and EVP of Corporate Relations, emphasized the transformative potential of Sustainability Cloud in empowering customers to combat climate change and reduce carbon emissions. UN Sustainable Development Goals To overcome the challenges and achieve the UN Sustainable Development Goals (SDGs) related to climate change, several key obstacles must be addressed: By addressing these obstacles through collective efforts and innovative approaches, we can accelerate progress towards achieving the UN SDGs related to climate action and sustainable development, securing a more sustainable and resilient future for all. Salesforce Updates Sustainability Cloud with Slack The Net Zero by Salesforce initiative helps customers manage their environmental footprints and track progress toward net zero. Organizations of all sizes can use this platform to achieve their sustainability goals. The Net Zero Cloud by Salesforce is a powerful cloud-based platform designed to assist organizations in managing their environmental impacts and achieving net zero goals. Here’s an overview of its features and potential uses: Key Features: Tools Offered: Pros: Cons: Overall, the Net Zero Cloud offers a comprehensive suite of tools to support organizations in their sustainability journeys, from emissions reduction to waste management. While it has notable benefits, such as advanced data management and supplier engagement, potential users should consider the associated costs and support limitations before implementation. Content updated November 2023. Like Related Posts 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 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

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September 23, 2021in Salesforce, Salesforce Manufacturing Automotive Energy, Salesforce Net Zero Cloud, Salesforce Slack
Salesforce and Checkmarx
20Sep

What is Checkmarx in Salesforce?

Checkmarx SCA is a tool designed to provide a comprehensive scan of all open source components used within the Salesforce deployment. As a public sector and education solution, Checkmarx is highly rated. Checkmarx CxSAST is a highly accurate and flexible Static Code Analysis Tool that allows organizations to automatically scan un-compiled / un-built code and identify hundreds of security vulnerabilities in the most prevalent coding languages. Checkmarx is an accurate static analysis solution that helps identify different types of security vulnerabilities in your code. Developers can use it in the early stages of the SDLC as it identifies bugs and errors and provides practical solutions on how to address them. From the Checkmarx Site: Checkmarx for Salesforce is the leading application security provider, offering the industry’s most comprehensive cloud-native platform, Checkmarx One™, and services. With Checkmarx One™ you can reduce risk across all components of modern software — proprietary code, open source code, APIs, and infrastructure as code. Checkmarx takes pride in innovating comprehensive application security solutions to protect American public-sector organizations. Federal, state and local U.S. government agencies and educational institutions fortify their security, streamline DevSecOps methodologies, meet deadlines and compliance requirements, and accelerate ATO with Checkmarx’s developer-centric, unified Application Security Platform™. Civilian, DoD, and intelligence agencies can uphold compliance requirements while strengthening their software security posture throughout the SDLC to mitigate cyber supply chain risks. Federal customers can use Checkmarx unified platform to scan early and often in both legacy and next-gen cloud native application development tools. Checkmarx industry-leading application security platform enables agencies to consolidate and optimize DevSecOps. Quickly deliver secure digital services to constituents, manage cybersecurity risks, and develop scalable cloud strategies for modern application development, all while working within budget constraints. Like Related Posts 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 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

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September 20, 2021in Salesforce, Salesforce Implementation Services, Salesforce Public Sector Solutions
Salesforce Digital Transformation
17Sep

Salesforce CTI Explained

Open CTI is a JavaScript API designed to facilitate the development and integration of third-party computer-telephony integration (CTI) systems with Salesforce Call Center. Utilize the browser-based JavaScript API to build and seamlessly integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. Salesforce telephony, also known as Computer Telephony Integration, is a feature that allows the integration of your telephone system with your Salesforce account. This integration empowers users to make and receive calls, access call history, and log call information directly within the Salesforce platform. To enable CTI in Salesforce, navigate to Setup in the Salesforce org, enter “Call Centers” in the Quick Find box, and click on Call Centers. Then, click Edit next to the Demo Call Center Adapter, ensuring that the CTI Adapter URL is configured to the specified URL. The distinction between Call Center and Open CTI in Salesforce lies in their functionalities. Call Center is a Salesforce feature that integrates the platform with call systems developed by developers or partners. On the other hand, Open CTI is a JavaScript API that provides developers or partners with the capability to build cloud-based call systems for use with Salesforce’s Call Center. Salesforce CTI offers immediate access to customer information in real time for representatives. This eliminates the need for manual information retrieval, such as asking colleagues for details or searching through files and folders. Content updated September 2022. Like Related Posts 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 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

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September 17, 2021in Salesforce
Salesforce
07Sep

Salesforce and Quickbooks

The QuickBooks Salesforce integration syncs your QuickBooks customer list with Salesforce accounts. You can then view customer details, such as their open balance, sales history, credit limit, existing estimates, invoices, and sales orders, in Salesforce without having to launch QuickBooks Online Advanced. Integrating QuickBooks with Salesforce gives full visibility into how your business is running and where it can be improved. Accounting software and CRM work together to share data between sales and accounting, including customer information, sales orders, expenses, and invoicing. Connecting with QuickBooks reduces duplicate data entry, increases productivity, and drives more insights for better forecasting. With QuickBooks, accounting in Salesforce becomes easy. Seamless integration allows you to share financial data metrics with your sales team, so you can focus on what matters most and drive results. Even better, both QuickBooks and Salesforce are extremely scalable, allowing them to follow you as you grow. From small businesses to medium-sized organizations and even international corporations, learn how accounting and Salesforce go together with the QuickBooks integration below. The recommended solution for QuickBooks integrations is MuleSoft, Salesforce’s integration and automation technology. MuleSoft provides a QuickBooks connector for MuleSoft Composer. Learn how to connect your Salesforce and Quickbooks account and import opportunities. In QuickBooks Online Advanced, you can automatically download Salesforce opportunities as estimates, invoices, or sales receipts. Use the Salesforce Connector by QuickBooks app to connect your accounts. QuickBooks will start automatically downloading closed opportunities in Salesforce and create draft sales forms. All you have to do is approve the drafts to add them to QuickBooks. This speeds up the sales cycle and keeps all of your info organized. Here’s how to set everything up and get opportunities into QuickBooks. Note: You may only have either Wholesale discount or Salesforce Connector by QuickBooks app enabled on your company. Salesforce does not provide accounting services. While many accounting processes are used within Salesforce, small business owners must invest in native accounting software add-ons to better streamline their accounting processes. Salesforce is a CRM software platform that specializes in managing customer relationships by keeping track of sales, storing client contact information, and so forth. While some features touch on accounting, such as the ability to track sales or export data to spreadsheets, it doesn’t actually perform accounting. Here are some things to keep in mind as you set up your custom mapping: Having a CRM platform to enhance productivity, manage customer accounts, and improve workplace collaboration is essential. Salesforce CRM is one of the top CRM software, as it’s customizable, comes with a variety of features, and has a host of integrations. If your business uses Salesforce to track sales, having an accounting system that integrates seamlessly with Salesforce should be a top priority. If you need assistance connecting your Salesforce instance with QuickBooks, contact Tectonic today. Like2 Related Posts 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 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

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September 7, 2021in Mulesoft, Salesforce
Salesforce Stakeholders
02Sep

Who Are Your Salesforce Stakeholders?

Understanding the intricacies of Salesforce and using it effectively to support business processes is crucial for admins and developers. However, the significance of communication skills is often overlooked in technical training. Beyond technical expertise, vital non-technical skills, such as active listening and extracting relevant information from business stakeholders, play a pivotal role in addressing Salesforce users’ true needs. Here is an approach that enables working more efficiently in a proactive mode rather than reactive. Once you identify your key salesforce stakeholders, here are some great ways to keep the doorways of communication open. Start by putting yourself in your stakeholders’ shoes, be it business users, customers, or consulting clients. Transitioning into Salesforce there is a need to gather information, empathize, and build a compelling case for change. Following are insights and strategies for effectively collaborating with stakeholders to understand business requirements, pain points, and objectives. If you’re keen on enhancing these skills, read on! Importance of Stakeholders As a Salesforce Administrator, collecting information from diverse stakeholders with varying knowledge levels is inevitable. It’s essential to recognize that the required information may not be thoroughly documented or held by a single individual. Engaging with individuals beyond primary users, such as those in supply chain and training, broadens the understanding of business processes. Maximizing the value of every interaction is crucial, considering the time constraints of both yourself and stakeholders. Determining Stakeholder Numbers The number of stakeholders to engage with depends on the project’s scope. Successful benchmarks have demonstrated varying needs: Identifying Stakeholder Groups Consider speaking with stakeholders in four directions: upwards, downwards, inside, and outside. Each group includes: The 3 Types of Stakeholders to Involve Locating Stakeholders Establishing a network within the organization is beneficial. For newcomers or consultants, navigating the terrain may be challenging. Start with the project sponsor for direction and inquire about additional contacts after each conversation. Preparation and Respecting Stakeholders’ Time Request meetings based on stakeholders’ availability, typically ranging from 15 to 45 minutes. Allocate an hour in your calendar to accommodate potential extensions. Prepare thoroughly, understanding whom you’re speaking to and having insights into the discussed system or process. Leaving the Door Open: Saying Thank You Upon closing a meeting, express gratitude and leave the door open for future conversations. Encourage stakeholders to contact you if they have further thoughts, and reciprocate by offering to send a quick note if additional insights emerge. Send a follow-up email expressing thanks and summarizing key takeaways. Incorporating these practices ensures effective communication with stakeholders, facilitating a more successful and collaborative Salesforce implementation. Like Related Posts 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 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

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September 2, 2021in Salesforce

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