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Why BANT Isn’t Always Enough
31May

BANT

Why BANT Isn’t Always Enough: Rethinking Lead Qualification for Modern Sales In the world of sales, the BANT framework (Budget, Authority, Need, Timing) has long been a go-to method for qualifying leads. For companies selling familiar or low-complexity products where price is the primary differentiator, BANT can be an effective tool for identifying prospects ready for aggressive sales pursuit. However, in today’s rapidly evolving business landscape—particularly for B2B tech companies offering innovative or paradigm-shifting solutions—relying solely on BANT can actually do more harm than good. In this article, we’ll explore the limitations of the BANT framework, why it falls short in certain scenarios, and how you can adapt your lead qualification process to better align with modern sales challenges. What is BANT, and Why is it Popular? BANT, a framework popularized by companies like IBM, is designed to help sales teams quickly assess whether a prospect is worth pursuing. The acronym stands for: For straightforward sales scenarios, BANT works well. It helps sales teams prioritize leads that are most likely to convert, saving time and resources. However, as sales environments become more complex—especially in B2B tech—the limitations of BANT become increasingly apparent. The Limitations of BANT in Modern Sales While BANT is a useful starting point, it has several inherent limitations that can hinder your sales efforts, particularly when selling innovative or high-complexity solutions. Here’s why: When BANT Falls Short: Real-World Scenarios Let’s look at a few scenarios where BANT might not be the best fit: How to Overcome BANT’s Limitations The good news is that you don’t have to abandon BANT entirely. Instead, you can augment it with additional strategies to create a more holistic lead qualification process. Here’s how: Conclusion: Evolving Beyond BANT While BANT remains a useful tool for certain sales scenarios, it’s not a one-size-fits-all solution. For B2B tech companies selling innovative or high-complexity offerings, a more nuanced approach to lead qualification is essential. By addressing the limitations of BANT and incorporating strategies like value-based selling, stakeholder mapping, and relationship building, you can better align your sales process with the realities of modern B2B buying. In a world where customer needs and decision-making processes are constantly evolving, the ability to adapt and think beyond traditional frameworks like BANT will set you apart from the competition. So, the next time you’re qualifying leads, ask yourself: Is BANT enough, or is it time to rethink your approach? 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 31, 2022in Enterprise, Technology
Salesforce Slack Integration
30May

Salesforce Slack Integration

Salesforce Slack Integration gives you a powerful collaboration tool fully integrated with the Salesforce platform. Which Salesforce Slack App Is Right for Me? Salesforce for Slack apps bring Salesforce data and collaboration together in powerful new ways. But which apps best meet your use case? Refer here. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 30, 2022in Salesforce, Salesforce Slack
AWS Salesforce
27May

AWS Salesforce

The world’s leading cloud provider and foremost CRM platform are joining forces to empower customers in the efficient and secure management of their data across Salesforce CRM and Amazon Web Services. This collaboration ensures the responsible integration of cutting-edge generative artificial intelligence (AI) technologies into applications and workflows. Enhanced integrations between AWS technologies and Salesforce products include unified data management, seamless deployment of AWS’s voice, video, and AI services, and simplified purchasing options through AWS Marketplace. AWS Salesforce The collaborative innovations between Salesforce CRM and AWS aim to elevate data management, enhance customer experiences, and empower AI-driven applications. Salesforce is adopting an AWS-native approach for its Salesforce Data Cloud, expanding its use of AWS across its entire portfolio. Simultaneously, AWS is broadening its adoption of Salesforce CRM offerings company-wide, including the utilization of Data Cloud for managing unified customer profiles. Trusted, Integrated Platforms Salesforce announces it is now accessible on AWS Marketplace, streamlining the deployment of Salesforce products for joint customers through seamless buying and billing experiences. This partnership signifies a significant milestone, uniting the top AI CRM provider with the leading cloud provider to deliver a trusted, open, integrated data, and AI platform. Customers can securely leverage Amazon Bedrock within Salesforce Einstein Copilot Studio to develop generative AI-powered skills, apps, and experiences across the Salesforce Customer 360. The seamless and secure unification of data across Salesforce Data Cloud and Amazon Web services like Amazon Redshift and Amazon EMR allows the utilization of foundation models in Amazon Bedrock and Amazon SageMaker. Salesforce Service Cloud Voice seamlessly integrates with Amazon connect, empowering contact center agents with comprehensive tools within their workspace to deliver enhanced customer service. Amazon Connect is chosen as Salesforce’s preferred contact center technology, available through its new offering, Service Cloud Voice. The collaboration between Tableau and AWS leverages resources, technical expertise, and data knowledge to maximize the value of end-to-end data and analytics investments. This collaboration facilitates the secure deployment and scaling of cloud analytics, resulting in faster time to value and reduced costs. The partnership between Mulesoft and AWS accelerates cloud adoption and facilitates seamless connection with data and workflows from various systems. Out-of-the-box connectors for key AWS services and business systems overcome data silos, allowing builders to focus on innovation rather than integration. Slack, powered by AWS, serves as the digital headquarters for engineering, providing an integrated ChatOps environment. IT professionals can enhance cloud-centric workflows by monitoring and managing AWS environments from Slack, bringing together tools and professionals for faster code deployment, reduced incident response time, and increased visibility. Additionally, the partnership enables the virtualization of data from AWS services in Salesforce objects for low-code development. Users can sign into AWS from Salesforce Setup or into Salesforce from the Amazon Management Console, simplifying service authorization, user identity, security, and governance between Salesforce and AWS. Content updated December 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 27, 2022in Salesforce
Different Ways to Create Cases in Salesforce
26May

Salesforce Email to Case

Configure your Email to Case settings to tailor Salesforce’s handling and case creation from incoming emails. If you’ve completed the Guided Setup flow, some settings may already be populated. Salesforce email to case provides a quick creation of cases when emails are sent in. Salesforce employs logic to match the ‘From’ field email address in incoming emails to a Contact’s email address. If a match is found, the system associates the created Case with the corresponding Contact record. To enable Email-to-Case, follow these steps: Click on Setup, enter “Email-To-Case” in Quick Find, select Email-to-Case, and click the edit button. By default, Email-to-Case creates Cases and associates them with a Contact if the sender’s email address exists on one Contact. However, automatic association doesn’t occur if the email exists on multiple Contacts. Benefits of Email-to-Case in Salesforce include faster response times, allowing organizations to prioritize and promptly assign cases. Case assignment rules based on specific criteria help automate assignments to appropriate support agents or teams. Access Email-to-Case settings through Setup, then enter “Email-to-Case” in the Quick Find box. We recommend selecting all settings. Some key settings include enabling Email-to-Case, notifying case owners on new email, enabling HTML email, setting case source to email, and more. Configure additional settings like saving Email-to-Case attachments as Salesforce files, eliminating duplicate email attachments, invoking triggers on status change, and replying with new content only. Enable on-demand service to allow Salesforce to process incoming emails unless using a custom solution. Set actions for emails exceeding the organization’s daily processing limit and unauthorized sender actions. Customize Email-to-Case in Salesforce from Setup by entering “Email-to-Case” in the Quick Find box. In the Routing Addresses list, edit the routing address created in the Email-to-Case guided setup flow and select the case record type. Limitations of Email-to-Case include a default limit of 2500 cases created within an organization, which cannot be increased and resets at midnight GMT. Email-to-Case in Salesforce is unique to each instance, and when a sandbox is refreshed, the email service addresses in the Email-to-Case section must be manually enabled and created again. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 26, 2022in Salesforce
formula fields
25May

Bucket Field in Salesforce

The Bucket Field in Salesforce feature facilitates rapid categorization of values for a field in a report without requiring the creation of a custom formula field at the object level. In reporting, a bucket represents a customized category crafted by users and serves as a tool within Salesforce for reporting and documentation purposes. What is the purpose of the Bucket Field tool? The Bucket Field tool simplifies the process of organizing data and enhances reporting capabilities. By grouping records based on specific criteria, users can delve deeper into their data, enabling them to make more informed decisions. Is it possible to bucket a formula field in Salesforce? To utilize in another report, a Bucket Field must be recreated for each additional report, or a separate formula field must be created for the object depending on the bucket. Custom Summary Formulas cannot be applied to Bucket Fields. Limitations of Bucket Fields Each Bucket Field allows a maximum of 20 buckets. Bucket Fields cannot be created against Custom Summary Formulas. Reports can incorporate a total of 5 bucket fields. Can you filter on a bucket field in Salesforce? Bucketing can be utilized to group, filter, or organize report data. When creating a bucket field, users define multiple categories (buckets) used to group values in the report. Like1 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 25, 2022in Salesforce
Salesforce the Pioneer of CRM
24May

Salesforce – The Pioneer of CRM

Salesforce was one of the pioneers in offering a cloud-based CRM solution. This means that users can access the platform anywhere, anytime, with an internet connection. Not only does this reduce technical debt in terms of IT software management, but it saves technical debt in hardware as well. This cloud-based design enables teams to collaborate effectively from different locations, increasing efficiency and productivity. Salesforce – The Pioneer of CRM. The platform provides a highly customizable solution that allows you to tailor CRM to your specific requirements and is renowned for its flexibility, offering users a wide range of customizable features and functionalities. The key aspect of Salesforce’s flexibility is its extensive customization options. Salesforce – The Pioneer of CRM Salesforce services allow businesses to use cloud technology to better connect with partners, customers, and potential customers. Using the Salesforce CRM, companies can track customer activity, market to customers, and many more services. Like1 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 24, 2022in Salesforce, Salesforce Optimization
Salesforce Slack Integration
23May

Slack and Salesforce Announce Industry Specific Solutions

As the pace of digital transformation accelerates, businesses seek solutions to enhance productivity, foster connection and collaboration, and automate workflows in an increasingly digital-centric environment. Slack and Salesforce Industry Specific Solutions are leading the charge. Every company, regardless of size, can benefit from a digital platform that dismantles silos, fostering connectivity among people, tools, and customers—an approach we refer to as a digital HQ. However, embarking on digital transformation is a complex undertaking, demanding expertise and a profound understanding of trends shaping the business landscape and workforce. To address these challenges, we have collaborated with Slack and Salesforce consulting partners to introduce the initial phase of Slack Partner Industry Solutions. Slack and Salesforce Industry Solutions is the result! Earlier this year, we expanded Slack’s global consulting partner ecosystem. As the adoption of Slack continues to grow, our partners have invested in crafting solutions tailored to meet specific industry requirements, seamlessly integrating Slack into diverse work methodologies. Today, a broader array of solutions and services is available, empowering Slack and Salesforce customers to optimize their digital tools further. For those seeking a personalized solution aligned with their industry’s unique characteristics, Slack-certified consulting partners have developed tailored solutions for industries such as financial services, manufacturing, communications, retail, media, technology, and more. This development is particularly advantageous for Slack customers aiming to establish a digital HQ that aligns with the specific needs of their businesses. Customers will benefit from cutting-edge technologies offered by Slack and Salesforce’s Customer 360, complemented by invaluable services from our partners, encompassing advisory, strategy, organizational transformation, and change management. This collaborative effort aims to dismantle data silos, enabling organizations to collaborate productively in a work-from-anywhere paradigm. Our partners also provide strategic guidance, helping create digital HQs that address industry-specific challenges, such as intelligent case swarming for lapsing insurance policies, predicting customer churn in wealth management, streamlining manufacturing supplier onboarding and management, transforming contact centers for retail and consumer goods companies, or enhancing advertisement sales for communications and media businesses. “The world’s largest and most influential consultancies have recognized that every customer needs a digital HQ. Slack and Salesforce are a key enabler to make that happen. Having these partners engaged and primed to deliver these industry solutions is a big step in our ability to bring the digital HQ to market.” Richard Hasslacher, VP of Slack Alliances & Channels 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 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 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

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May 23, 2022in Salesforce Financial Services Solutions, Salesforce for Nonprofits, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Implementation Services, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Slack
Salesforce and Healthcare
21May

Personalized Experiences in Healthcare

Customization plays a pivotal role in elevating engagement and fostering trust between healthcare providers and patients. By crafting personalized communications and experiences grounded in patient demographics, health status, and preferences, healthcare organizations can position themselves as reliable partners in their patients’ health journeys. The arrival of Salesforce Personalization brings a whole new set of tools to create engaging, personalized experiences in healthcare. Salesforce Health Cloud extends Service Cloud’s capabilities by allowing healthcare practitioners to form Care Teams composed of patients’ care community members. Primary care physicians, specialists, household caregivers, and anybody involved in a patient’s healthcare journey could make up this group. Personalized Healthcare Experiences with Salesforce 360-Degree Customer View An effective approach to achieve personalization involves leveraging data insights to access comprehensive audience information, optimize physician relationships, and enhance acquisition. Salesforce’s Health Cloud facilitates the connection of disparate systems, enabling healthcare providers to establish a 360-degree view of their patients and deliver more individualized care. Furthermore, marketing automation tools can efficiently deliver personalized communications to the physician community at scale. Tailoring journeys, employing omni-channel communication, and automating workflows emerge as effective strategies for personalizing the healthcare experience. Through the utilization of these methods, healthcare providers can enhance trust and customer retention, ultimately leading to improved health and business outcomes. In essence, personalization stands as a key tool for healthcare providers to cultivate trust and enhance patient outcomes. The ideal digitally supported personalized patient experience includes: Patients’ care needs are clearly identified based on their demographic, clinical, and psychosocial data as well as past behaviors, so that they are matched with the right set of services. Connect everyone in the ecosystem around the patient to increase efficiencies. Surface insights by integrating data silos across R&D, manufacturing, and supply chain to deliver therapies. Create, scale, and track therapy-specific support programs with personalized experiences and real-time analytics. Research shows that personalized care does indeed improve patient experience and outcomes. The same study showed that as much as one-third of high-cost unplanned follow-up care was preventable. What is personalization in healthcare? A personalized approach requires a dynamic customization of care that is specifically relevant to the individual, based on factors such as medical conditions, genome, needs, values, and circumstances. Today’s most innovative providers personalize every facet of patient care at every stage of the wellness journey. Here’s how you can deliver personalized experiences that are secure, compliant, agile, and interoperable — for every moment that matters. Get patients on therapy faster. Raise trial awareness and create trusted relationships through personalized interactions. Collaborate to improve outcomes. Connect teams to improve productivity and efficiency as you ensure compliance with trusted and advanced integrations. Make data-driven improvements and drive cross-team efficiencies. Find new opportunities to make program improvements with valuable patient and healthcare provider insights. Book coordinated appointments easily. Built-in lead times and site capacity information let you schedule apheresis, manufacturing entry, and infusion appointments smoothly. Reschedule full appointment chains effortlessly. Respond to adjustments in manufacturing turnaround times and the patient’s availability to keep development and administration progressing. Configure multiple therapies on one flexible platform. Allow multiple organizations to configure, deliver, and scale various therapies, while maintaining regulatory compliance. Contact Tectonic today to discover how Salesforce can improve your personalized experiences in health care and life sciences. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 21, 2022in Life Sciences Cloud, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Personalization
Salesforce Queues
20May

Salesforce Queues Explained

A Comprehensive Guide to Salesforce Queues Salesforce Queues play a pivotal role in streamlining the prioritization, distribution, and assignment of records among teams with shared workloads. This guide provides step-by-step instructions for setting up your initial queue. For utilizing queues for distribution. Read on for Salesforce Queues. Understanding Salesforce Queues Role Salesforce Queues enable users to prioritize, distribute, and assign records, making them ideal for teams sharing workloads. By bringing together groups of users, queues effectively manage shared work and ensure visibility into pending tasks, even during team members’ absences. Records are held in queues until a team member claims ownership, either individually or on behalf of another user. This is a powerful way that Salesforce prevents leads and cases from falling through the cracks. Key Features of a Salesforce Queue Components of a Salesforce Queue Salesforce Queues consist of several elements to ensure seamless operation: Adding Salesforce Records to Queues Records are added to queues by updating the record owner, utilizing automatic assignment rules, or through manual updates. These assignment rules, whether automatic or manual, define criteria for routing records based on their attributes. Queues vs. Groups in Salesforce Salesforce Queues and Groups serve distinct purposes: Creating a Salesforce Queue: Lead Queue Example Here’s how to create a lead queue for EMEA Leads: Testing and Reporting with Salesforce Queues Expanding Usage to Various Teams Salesforce Queues can manage various record types, including cases, leads, tasks, contact requests, orders, service contracts, knowledge articles, and custom objects. Different teams can benefit from queues for high-priority cases, new projects, webinar follow-up tasks, and more. Limitations and Summary While Salesforce Queues offer flexibility with multiple queues, it’s essential to avoid overwhelming users. They provide collaborative benefits and versatile applications across diverse teams, making them a valuable tool for managing shared workloads and enhancing productivity. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 20, 2022in Salesforce
CRM analytics
19May

Advertising Cloud

Advertising Cloud is an Adobe product. Often times confused with Salesforce Advertising Studio. What is Adobe advertising Cloud do? Adobe Advertising Cloud is a cross-channel platform which offers customers the ability to plan, buy, manage, and optimize: DSP, Search and TV advertising campaigns, and to leverage dynamic ad templates to deliver relevant ad content to end users. Is Adobe ad cloud a DSP? The Adobe Advertising Cloud Demand-Side Platform (DSP) destination allows you to share authenticated first-party audiences with approved advertisers and users for campaign activation with DSP. Definitions (A) The (1) creation of one new Template, and (2) performance of all services required to create one new Campaign that utilizes such new Template; (B) The (1) creation of one new Template for use with an existing Campaign, and (2) performance of all services required to insert such new Template into the existing Campaign; (C) The performance of all services required to create one new Campaign that uses (1) one existing Template, and (2) a new collection(s) of Advertising Materials; or (D) The performance of all services required to bring a new collection(s) of Advertising Materials into an existing Campaign that utilizes an existing Template(s). (A) the actual amount of media spend in Accounts owned by Customer where Customer is responsible for contracting with and paying a Media Partner(s), including allocations for billing discrepancies; or (B) the costs associated with media buys purchased for Customer via Accounts owned by Adobe where Adobe is responsible for contracting with and paying a Media Partner(s), including allocations for billing discrepancies. Like Related Posts 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 Alphabet Soup of Cloud Terminology As with any technology, the cloud brings its own alphabet soup of terms. This insight will hopefully help you navigate Read more Guide to Creating a Working Sales Plan Creating a sales plan is a pivotal step in reaching your revenue objectives. To ensure its longevity and adaptability to Read more Salesforce Artificial Intelligence Is artificial intelligence integrated into Salesforce? Salesforce Einstein stands as an intelligent layer embedded within the Lightning Platform, bringing robust Read more

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May 19, 2022in Salesforce Marketing Cloud
Tectonic Salesforce Services
18May

Kanban View in Salesforce

What is a Kanban view in Salesforce? Kanban views show records in a graphical way that helps you monitor your work and keep deals moving ahead. Kanban views are available for most objects, with exceptions such as tasks. What are the limitations of Kanban view in Salesforce? You can’t activate a contract in a Kanban view. Kanban views don’t show columns for the standard contract status of Activated. You can’t group contracts by the Owner Expiration Notice field in a Kanban view. What are the disadvantages of Kanban? One of the key advantages of Kanban is its flexibility and adaptability, which allows teams to quickly respond to changing requirements and priorities. However, this lack of formal structure can also be a double-edged sword, leading to ambiguity, miscommunication, and a lack of clarity on roles and responsibilities. What is the purpose of a Kanban? A kanban board is an agile project management tool designed to help visualize work, limit work-in-progress, and maximize efficiency (or flow). Arrange a kanban view to show a graphical view of records in a list view. Each kanban view is based on a list view, and kanban view settings are applied separately for each list view. If you use kanban views, review considerations for using them with certain objects and other features. Editing (All Objects) Currency (All Objects) Contracts Knowledge Leads Opportunities 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 18, 2022in Salesforce
What is Omni-Channel Salesforce
17May

What is Omni-Channel Salesforce?

What is Omni-Channel Salesforce? Omni-Channel is a Salesforce feature designed for Customer Service and Console applications that automates the routing of various work items, such as Leads and Cases, to agents. It ensures that work items are assigned to agents based on their capacity, priority, skill set, and other criteria. Features of Omni-Channel Benefits Omni-Channel in Salesforce Enhanced Omni-Channel Setting Up and Using Omni-Channel Key Differences: Multichannel vs. Omni-Channel Route Work with Omni-Channel Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions. Omni-Channel routes work requests to the most available and qualified support agents in the app. You can also provide real-time operational intelligence to support supervisors with Omni Supervisor. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly. Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps. Route Work with Omni-Channel Use Omni-Channel to route work items to queues, agents, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. Omni-Channel routes work based on the defined routing logic. When an agent is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the agent’s capacity consumed by the work item. But the declined work item remains owned by the declining agent until the work is routed again. If the agent declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that agent again. If an agent accepts the work, they can transfer the work to another agent. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Set Up Omni-Channel Set up Omni-Channel to route any type of incoming work item to the most qualified, available support agents in your call center. Omni-Channel integrates seamlessly into both console and standard apps. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Test Your Omni-Channel Implementation Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. To test your implementation, route a work item to yourself. Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds. Manage Agents, Queues, and Skills with Omni Supervisor Manage agents, queues, and skills in Omni Supervisor. Get to Know the Omni Supervisor TabsSupervisors can check the health of their call center in real time using the Agents, Queues Backlog, Assigned Work, and Skills Backlog tabs in Omni Supervisor. These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers. Provide Customer Support for Real-Time Channels with Omni-Channel Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. Use the Omni-Channel Component to Work with CustomersTo begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. Use the Omni-Channel Component to Work with Customers To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. When you mark your status as available in Omni-Channel, you begin receiving work requests, like phone calls. Work items assigned to you appear in Omni-Channel until you complete, transfer, or decline them. TIP By default, phone calls are taken through the same speakers and microphone your system device uses. To take calls through different audio devices, click the Settings icon on the Omni-Channel component and choose your preferred devices under Input and Output. The devices you choose are only set only for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in Apple Safari browser. If you set up a service channel to use the tab-based capacity model, Omni-Channel determines agent capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases an agent’s capacity

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May 17, 2022in Data, Enterprise, Google, Salesforce, Salesforce Implementation Services, Salesforce Service Cloud
Salesforce Sales Cloud
17May

What is the Difference Between Salesforce Sales Cloud and Salesforce Marketing Cloud?

The Primary Difference Between Salesforce Sales Cloud and Salesforce Marketing Cloud. They work together. But they serve different purposes. Salesforce Marketing Cloud is built to identify leads and guide them toward your product or service. Salesforce Sales Cloud is built to close deals and bring in revenue. Salesforce Marketing Cloud is a customer relationship management (CRM) platform for marketers that allows them to create and manage marketing relationships and campaigns with customers. Sales Cloud and Marketing Cloud are two distinct cloud-based software platforms offered by Salesforce, each tailored for specific functions within a business. Salesforce Marketing Cloud is Salesforce’s “umbrella” brand name for a family of related products capable of supporting many marketing processes, including multi-channel campaign execution, dynamic customer journeys, marketing performance analysis, personalization, digital advertising, and data management. What comes under Marketing Cloud in Salesforce? Marketing Cloud includes tools to manage all of your assets, and support workflows, approvals, and even versioning. Create, manage, and track content across all your digital channels from a single location to make searching, categorizing, and filtering your content easier than ever. What comes under Sales Cloud in Salesforce? Sales Cloud is a fully customizable product that brings all the customer information together in an integrated platform that incorporates marketing, lead generation, sales, customer service and business analytics and provides access to thousands of applications through the AppExchange. Like1 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 17, 2022in Salesforce Marketing Cloud, Salesforce Sales Cloud
Salesforce Integration
16May

Salesforce Integration Capabilities

Exploring Salesforce Integration Capabilities Salesforce provides a robust set of integration capabilities essential for building effective integrations. Here are eight key capabilities you should be aware of: Salesforce Integration Patterns: Patterns guide integration strategies based on requirements: Understanding these capabilities and patterns is crucial for determining the optimal integration strategy based on timing, direction, and type requirements. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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May 16, 2022in Salesforce
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