- gettectonic.com
Slack for Financial Services
28Sep

How Slack Works with Financial Services Cloud

The financial services industry is fiercely competitive, demanding quick access to customer data, seamless collaboration, and well-informed decision-making for growth and staying ahead. Slack and Salesforce Financial Services Cloud (FSC) serve as instrumental tools in achieving these objectives. By synergizing these two robust platforms, organizations in the financial sector can enhance efficiency and organizational structure. How Slack Works with Financial Services Cloud. Salesforce FSC, a cloud-based platform, offers an encompassing suite of applications tailored for financial services. It streamlines processes like sales, marketing, compliance, and customer service. Real-time access to customer data empowers finance professionals, enabling them to make informed decisions efficiently. Slack, an instant messaging platform, facilitates faster and secure communication, fostering collaboration among team members. It simplifies file-sharing across devices, ensuring universal access to essential information. Slack’s user-friendly interface organizes conversations, mitigating the challenge of managing communication across various platforms. The integration of Slack and FSC revolutionizes finance teams’ operations, providing unprecedented speed, efficiency, and collaboration capabilities. Real-time notifications from FSC within Slack enable swift responses to changes in customer databases or workflow processes. Collaborative efforts are further streamlined, as documents from both platforms can be seamlessly shared in Slack conversations, eliminating the need to toggle between platforms or search for files in different locations. In summary, the synergy between Salesforce Financial Services Cloud and Slack empowers finance teams to work smarter, faster, and more effectively, maintaining a competitive edge. Leveraging FSC’s robust features alongside Slack’s user-friendly interface equips financial services organizations with the essential tools needed for success in today’s highly competitive marketplace. Implementing both systems promises a significant boost for your business – are you ready to enhance your operations? Start integrating these systems today! 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, 2023in Salesforce Financial Cloud, Salesforce Financial Services Solutions, Salesforce Implementation Services, Salesforce Slack
Generative AI Glossary
27Sep

The Salesforce Generative AI Glossary

Salesforce has built and maintains a fairly definitive glossary of generative Artificial Intelligence terminology, Tectonic thought was good enough to share in our insights. Salesforce Generative AI Glossary. Help everyone in your company understand key generative AI terms, and what they mean for your customer relationships. Fun fact: This article was (partially) written using generative AI. Bookmark this! This generative AI glossary will be updated regularly. Does it seem like everyone around you is casually tossing around terms like “generative AI,” “large language models,” or “deep learning”? Salesforce has created a primer on everything you need to know to understand the newest, most impactful technology that’s come along in decades. Let’s dive into the world of generative AI. Salesforce has built a list of the most essential terms that will help everyone in your company — no matter their technical background – understand the power of generative AI. Each term is defined based on how it impacts both your customers and your team. And to highlight the real-world applications of generative AI, we put it to work for this article. Salesforce experts weighed in on the key terms, and then let a generative AI tool lay the groundwork for this glossary. Each definition needed a human touch to get it ready for publication, but it saved loads of time. Anthropomorphism The tendency for people to attribute human motivation, emotions, characteristics or behavior to AI systems. For example, you may think the model or output is ‘mean’ based on its answers, even though it is not capable of having emotions, or you potentially believe that AI is sentient because it is very good at mimicking human language. While it might resemble something familiar, it’s essential to remember that AI, however advanced, doesn’t possess feelings or consciousness. It’s a brilliant tool, not a human being. Artificial intelligence (AI) AI is the broad concept of having machines think and act like humans. Generative AI is a specific type of AI (more on that below). Artificial neural network (ANN) An Artificial Neural Network (ANN) is a computer program that mimics the way human brains process information. Our brains have billions of neurons connected together, and an ANN (also referred to as a “neural network”) has lots of tiny processing units working together. Think of it like a team all working to solve the same problem. Every team member does their part, then passes their results on. In the end, you get the answer you need. Augmented intelligence Think of augmented intelligence as a melding of people and computers to get the best of both worlds. Computers are great at handling lots of data and doing complex calculations quickly. Humans are great at understanding context, finding connections between things even with incomplete data, and making decisions on instinct. Augmented intelligence combines these two skill sets. It’s not about computers replacing people or doing all the work for us. It’s more like hiring a really smart, well-organized assistant.  Customer Relationship Management (CRM) with Generative AI CRM is a technology that keeps customer records in one place to serve as the single source of truth for every department, which helps companies manage current and potential customer relationships. Generative AI can make CRM even more powerful — think personalized emails pre-written for sales teams, e-commerce product descriptions written based on the product name, contextual customer service ticket replies, and more. Deep learning Deep learning is an advanced form of AI that helps computers become really good at recognizing complex patterns in data. It mimics the way our brain works by using what’s called layered neural networks, where each layer is a pattern (like features of an animal) that then lets you make predictions based on the patterns you’ve learned before (ex: identifying new animals based on recognized features). It’s really useful for things like image recognition, speech processing, and natural-language understanding. Discriminator (in a GAN) In a Generative Adversarial Network (GAN), the discriminator is like a detective. When it’s shown pictures (or other data), it has to guess which are real and which are fake. The “real” pictures are from a dataset, while the “fake” ones are created by the other part of the GAN, called the generator (see generator below). The discriminator’s job is to get better at telling real from fake, while the generator tries to get better at creating fakes. This is the software version of continuously building a better mousetrap. Ethical AI maturity model An Ethical AI maturity model is a framework that helps organizations assess and enhance their ethical practices in using AI technologies. It maps out the ways organizations can evaluate their current ethical AI practices, then progress toward more responsible and trustworthy AI usage. It covers issues related to transparency, fairness, data privacy, accountability, and bias in predictions.  Explainable AI (XAI) Remember being asked to show your work in math class? That’s what we’re asking AI to do. Explainable AI (XAI) should provide insight into what influenced the AI’s results, which will help users to interpret (and trust!) its outputs. This kind of transparency is always important, but particularly so when dealing with sensitive systems like healthcare or finance, where explanations are required to ensure fairness, accountability, and in some cases, regulatory compliance. Generative AI Generative AI is the field of artificial intelligence that focuses on creating new content based on existing data. For a CRM system, generative AI can be used to create a range of helpful outputs, from writing personalized marketing content, to generating synthetic data to test new features or strategies. Generative adversarial network (GAN) One of two deep learning models, GANs are made up of two neural networks: a generator and a discriminator. The two networks compete with each other, with the generator creating an output based on some input, and the discriminator trying to determine if the output is real or fake. The generator then fine-tunes its output based on the discriminator’s feedback, and the cycle continues until it stumps the discriminator. Generative pre-trained transformer

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September 27, 2023in Generative AI, Salesforce Einstein
Salesforce Success Story
26Sep

Case Study: Large Restaurant Entity-Salesforce Sales/Service/Experience Clouds

An American chain store of bakery-cafe fast food restaurants with over 2,000 locations, all of which operate in 48 states, the District of Columbia and Canada. The restaurant offers a sit-down restaurants (some with drive-throughs) where customers can enjoy a variety of freshly made sandwiches on your choice of bread, accompanied by soup or salad. Salesforce Case Study: Transforming  a Large Restaurant Entity by leveraging Salesforce. Sales Cloud Service Cloud Experience Cloud Implementation PROBLEM SOLUTION RESULTS . 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 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more

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September 26, 2023in Salesforce Experience Cloud, Salesforce Implementation Services, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Success Stories
Salesforce Tableau Pulse
25Sep

Tableau Pulse and Tableau GPT

Most of us are quite familiar with Chat GPT, the revolutionary Large Language Model from Open AI that is transforming the world of AI interactions far beyond research labs. Recently, Tableau unveiled Tableau GPT at TC 2023, a new tool leveraging generative AI. But what is Tableau GPT, and how does it integrate with Tableau’s current array of product offerings? Tableau Pulse and Tableau GPT work together. Complementing Tableau GPT’s natural language capabilities is the newly launched user interface, Tableau Pulse. Designed as a personal data guide, Pulse presents you with a curated, ‘newsfeed’-like view of your key metrics, a game changer for business leaders needing to keep a close eye on performance indicators. So Tableau AI is a suite of capabilities that brings trusted predictive and generative AI to the entire Tableau Platform to simplify and democratize data analysis and insight consumption at scale. Tableau GPT: Tableau GPT is an assistant utilizing advanced generative AI to streamline and democratize the data analysis process. Developed in collaboration with OpenAI, it is derived from Einstein GPT, a recently introduced Salesforce product. Tableau GPT seamlessly incorporates generative AI into Tableau’s user experience, aiming to enhance productivity, accelerate learning, and improve communication. During the TC keynote’s Devs on Stage segment, Matthew Miller, Senior Director of Product Management, showcased Tableau GPT’s ability to generate calculations. With a prompt like “Extract email addresses from JSON,” Tableau GPT swiftly provided a calculation that could be easily integrated into the calculation window. Tableau Pulse: Additionally, Tableau GPT also powers the new Tableau tool named Tableau Pulse, enabling users to generate powerful insights rapidly. In this tool, Tableau Pulse offers “data digests” on the user’s personalized metrics homepage, allowing customization. Users can have a curated, ‘newsfeed’-like experience of key KPIs, personalized over time as Pulse learns user preferences. Tableau Pulse provides metrics to pay attention to, based on recent data trends recognized by Tableau GPT. Users can follow KPIs and receive the latest values, visual trends, and AI-generated insights. Moreover, Tableau Pulse responds to natural language queries about data. For instance, when asked, “What is driving change in Appliance Sales?” Tableau Pulse provides a quick answer with a visualization. Tableau Pulse helps everyone in your organization integrate data into their daily jobs to make better, faster decisions. Without having to learn a new tool or build comprehensive visualizations, Tableau Pulse helps you go beyond the how and what and shows you the why behind your data. After obtaining insights from Tableau Pulse, users can drill down further by asking follow-up questions. For example, asking, “What else should I know about air fryers?” reveals an insight that the “inventory fill rate” for air fryers is forecasted to fall below the predetermined threshold. Knowing where, when, and why to pay attention to your business has never been easier. Within Tableau Pulse, the Insights platform automatically detects drivers, trends, contributors, and outliers for the metrics you follow. It proactively flags changes that matter to you. Using natural language and supporting visual explanations, Now Tableau Pulse summarizes the insights so you can make appropriate and timely decisions. Tableau Pulse and Tableau GPT Tableau GPT and Pulse are poised to transform the interaction with Tableau products. These tools will expedite the creation of visualizations, a hallmark of Tableau, and provide non-technical users with quick data comprehension without additional development time. Users access Tableau Pulse from the Tableau Cloud navigation menu, but the metrics in Tableau Pulse aren’t part of the project content hierarchy in Tableau Cloud or governed by project-based permissions. The ability to create or see metrics is based on permission to connect to and access data in a data source. 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 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 25, 2023in Salesforce
EPHI and PHI Explained
23Sep

EPHI and PHI Explained

Lately, there’s been a lot of buzz about Protected Health Information (PHI), especially with concerns arising over what’s permissible to disclose. (Think vaccine status, anyone?) Let’s delve into precisely what constitutes protected health information and what doesn’t. Additionally, as technology progresses and electronic medical records become prevalent, a new category called electronic PHI (ePHI) has emerged, warranting exploration. PHI: Under HIPAA regulations, PHI encompasses “any identifiable health information utilized, maintained, stored, or transmitted by a HIPAA-covered entity.” These entities typically include healthcare providers, insurance providers, or associates of HIPAA-covered entities, such as subcontracted services like medical coding companies. As a result, any data linked to your health—whether it’s test results, medical history, or personal identifiers like your name or social security number—is classified as PHI. The inclusion of one or more of these identifiers renders the information PHI, necessitating adherence to HIPAA Privacy Rules for its security. There are 18 specific categories of patient identifiers: ePHI: ePHI functions similarly to PHI but encompasses information created, stored, or transmitted electronically. This includes systems operating with cloud databases or transmitting patient information via email. To ensure protection, specialized security measures such as encryption and secure backup are imperative. Several high-profile breaches of ePHI in recent years have resulted in substantial financial penalties ranging from six to seven figures. Exceptions: Certain types of information do not fall under HIPAA rules as PHI or ePHI, and it’s crucial to recognize these exceptions. Sometimes, any medical-related information is erroneously grouped under PHI when it shouldn’t be. To ascertain whether information qualifies as PHI, consider the following guidelines: The healthcare landscape relies heavily on information—comprising records, histories, forms, demographics, and reports. Managing HIPAA-compliant electronic forms can be a daunting task without the right partner. With virtual and telehealth communications becoming increasingly common, the electronic handling of sensitive ePHI is more vital than ever. Tectonic works with our health and life sciences customers to ensure that such data is safeguarded, user-friendly, and consistently secure. 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 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 Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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September 23, 2023in Life Sciences Cloud, Salesforce Health and Life Sciences Solutions
AI Project Planning by Workflows
22Sep

AI Project Planning by Workflows

Starting with Workflows-AI Project Planning by Workflows Step 1: Identify Key Business Processes Begin by listing out the most critical and repetitive processes in the business. This includes: Step 2: Pinpoint AI Integration Opportunities Break down each business process to identify specific decision points where AI can add value. Examples include: Step 3: Determine Relevant Data Sources Next, brainstorm the types of data that could help solve these problems. Organize potential data sources by factors such as: Step 4: Evaluate Data Viability Once you’ve matched problems with potential data sources, assess the practicality of using that data. Investigate the quality, accessibility, and relevance of the data to ensure it aligns with the business use case. AI Project Planning by Workflows. 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 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 Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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September 22, 2023in Data

Reshaping the Automotive Industry With Salesforce

Changing customer expectations are reshaping the automotive industry, compelling dealerships to reevaluate their approach to business. With only 1% of buyers fully satisfied with their vehicle purchase experience, dealerships face a significant barrier to fostering loyalty. This dissatisfaction jeopardizes long-term profitability, as customers may turn elsewhere for future service or vehicle needs. Delivering exceptional customer experiences has become more critical than ever. However, rising operational costs present the challenge of achieving more with fewer resources — and doing so quickly. To drive sustainable growth, dealerships must prioritize relationship-building alongside achieving sales goals. Central to this effort is creating personalized digital touchpoints, especially for millennial and Gen Z shoppers, who now dominate the market. These younger consumers seek seamless, consistent experiences — from online browsing to in-person showroom visits. Turning them into lifelong customers requires a unified view of customer data, encompassing their digital shopping habits, service requests, and communications across all platforms. Fortunately, new tools can help dealerships meet these changing demands while reducing costs and improving productivity. To succeed, however, dealerships must adopt a mindset shift, moving beyond transactional practices to focus on customer-centric strategies. Digital Storefronts Are Falling Short Research reveals that fewer than 20% of original equipment manufacturers (OEMs) and retailers consider their digital storefronts engaging and mobile-friendly. For more insights into the industry’s challenges and opportunities, check out the “Trends in Automotive” report, based on feedback from 500 industry leaders. Beyond 30-Day Sales Goals: Building Lasting Relationships Dealerships have long operated in 30-day cycles, dictated by monthly sales goals from OEMs. However, successful dealerships now balance these targets with efforts to nurture long-term relationships. This involves more than sporadic emails about promotions or tune-ups. Instead, it’s about providing consistent, valuable interactions that address customer needs year-round. For example, keeping customers informed with personalized communications—such as alerts about service offers or recommendations for vehicle upgrades—can enhance their overall experience and build trust. Four Steps to Build Customer Loyalty The Path to Loyalty: A 360-Degree Customer View Sustaining long-term profitability hinges on extending customer loyalty beyond individual car sales. With Americans now keeping vehicles for an average of 12 years, dealerships must create enduring relationships across the vehicle’s lifecycle. Salesforce Automotive Cloud empowers dealerships with a 360-degree view of customer data, enabling teams to deliver personalized, seamless experiences. This unified approach helps sales teams close deals faster and service teams provide tailored consultations, ultimately fostering loyalty. Salesforce Sales and Service Cloud provide the same 360-degree view with powerful sales and service tools, including automated agents. The goal? To ensure customers think of your dealership first—whether for service, upgrades, or their next vehicle purchase. By placing the customer at the center of your business and leveraging advanced technology, dealerships can adapt to the evolving landscape and thrive in the future. 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 22, 2023in Agentforce Platform, Artificial Intelligence, Data, Salesforce, Salesforce Automotive Cloud, Technology
Sending Emails Through Salesforce
22Sep

Email List Building

Creating Your Dream Email List-Email List Building Imagine a marketer confidently standing atop a laptop, proudly showcasing her meticulously curated email list. With access to email addresses, you unlock the power to segment your audiences and deliver personalized experiences that resonate deeply with your prospects. Crafting compelling messages that resonate with recipients is just the beginning. Let’s explore in this insight how you can expand upon that foundation to organically grow your subscriber list and keep them actively engaged. “If you build it, they will come,” echoes the famous line from Field of Dreams, and while it originally referred to a baseball field for spirits, it holds true for email lists as well. Research consistently shows that email remains the most effective tool for connecting with customers. A robust email list not only attracts new prospects but also fosters stronger engagement within your community. Moreover, it equips you with invaluable customer insights and performance data to continually refine your strategies. However, building such a list requires strategic planning, the right tools, and flawless execution. Let’s dive into the fundamentals of email list building: why it’s crucial and how to kickstart the process. Understanding Email Lists Your email list comprises the addresses you’ve amassed through various channels like your website, ecommerce platform, live events, blog, or social media campaigns. These individuals have willingly opted in, expressing their desire to receive communications from you via email. This permission-based approach empowers you to deliver targeted messages, blending promotions with valuable content directly to subscribers’ inboxes. Email lists are invaluable because they signify genuine interest in your brand. Having direct access to a pool of interested prospects enables you to deliver content tailored to their preferences, fostering a sense of trust from the outset. The Importance of Building an Email List Effective marketers recognize the indispensability of email lists in today’s highly digital world. With access to email addresses, you can segment your audience and craft personalized experiences that make each subscriber feel valued. Incorporating personalization tactics, such as addressing recipients by name in the subject line, enhances engagement and fosters a deeper connection with your brand. The magic of email lists lies in their ability to nurture relationships through consistent, value-driven communication. By leveraging first-party data obtained directly from your customers, you can tailor content to align with their preferences, demographics, and purchasing behaviors. This personalized approach not only strengthens bonds but also enables you to refine your audience segments for targeted marketing initiatives. Maximizing Email List Value To extract maximum value from your email list, leverage marketing platforms equipped with real-time personalization capabilities. These platforms serve as virtual assistants, enabling you to deliver tailored messages based on individual behaviors and preferences. By automating list management tasks and deploying dynamic content, you can ensure that each email resonates with recipients, prompting higher engagement and conversion rates. Transitioning from basic email sends to multifaceted campaigns requires a strategic approach. Implementing AI-driven automation tools can streamline processes, allowing you to deliver timely, relevant messages across various touchpoints. From welcome sequences to targeted follow-ups, automation enhances efficiency while fostering meaningful interactions with your audience. Avoiding Common Mistakes Successful email list management hinges on adherence to regulatory guidelines and ethical practices. Failure to comply with regulations such as the CAN-SPAM Act or GDPR can result in severe penalties and damage to your brand’s reputation. Transparency and consent are paramount, as they promote positive user experiences and foster trust between you and your audience. Furthermore, prioritize organic growth strategies over shortcuts like purchasing email lists. Authentic engagement cannot be bought; it must be earned through value-driven content and genuine interactions. By focusing on compelling opt-in forms, content marketing initiatives, and thought leadership, you can attract subscribers who are genuinely interested in what your brand has to offer. What tools should be utilized for constructing and expanding your email roster efficiently? Ensuring streamlined lists is crucial for effective communication. Customer Relationship Management (CRM) systems serve as indispensable aids in storing customer data, tracking communication history, and evaluating email campaign performance. A CRM proves invaluable in the process of nurturing an email list. Through segmentation features, you can categorize your audience based on diverse criteria, such as active customers, lapsed customers, geographic-based customers, demographic-based customers, or recent email openers. This segmentation facilitates targeted campaigns, allowing for personalized outreach to re-engage inactive subscribers or reward loyal customers with exclusive offerings. Moreover, CRM systems maintain comprehensive interaction records, detailing customer email engagements, purchases, and inquiries. This wealth of historical data provides insights into customer preferences and behaviors, enabling tailored content delivery. For instance, if a customer exhibits a preference for fitness-related emails over nutrition content, future communications can be adjusted accordingly. Furthermore, CRMs facilitate the upkeep of email lists by simplifying the process of updating customer details centrally. When a customer’s information changes—such as obtaining a new email address or job title—CRMs ensure swift updates, maintaining list accuracy. Seamless integration with contact forms on websites enables automatic synchronization of changes, aiding compliance with opt-out requests. Several platforms offer easy setup of automated welcome emails and follow-up sequences, enhancing subscriber engagement. These tools often feature automation for lead magnet delivery, providing downloadable resources upon sign-up, thereby enriching the user experience and stimulating list growth. 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 22, 2023in Salesforce
Shield
21Sep

Salesforce Shield Explained

Salesforce Shield Explained: It is tailored for companies with heightened security and compliance considerations. Comprising four products that layer onto existing Salesforce products, it provides additional protection. These components include: Salesforce Shield is best explained is a encryption and event monitoring and field audit trail tool for your business. Block Unauthorized or Unlawful ActivityCreate real-time security rules in an org to prevent undesired events with Event Monitoring.Find and Classify Sensitive Data QuicklyDiscover and classify sensitive data in just a few clicks with Data Detect.Add Additional Security to Sensitive DataEncrypt sensitive data at rest and manage keys with Platform Encryption.Meet Compliance and Industry RegulationsView data as far back as a decade with Field Audit Trail. Protect critical information at scale. Identify, categorize and encrypt data to mitigate threats and avoid costs associated with data loss. Three Reasons to Use Data Detect1 Integrates Seamlessly With native Salesforce software for ease of implementation and cost savings.2 Identifies Sensitive Data regardless of what field it is in, so you can take the necessary steps to obfuscate or protect it3 Classifies Sensitive Fields Use convenient UI to update data classifications as you discover fields with sensitive data Like1 Related Posts Heroku and Go Heroku makes it easy to deploy and scale Go apps. Whether you prefer frameworks like Negroni or Gin, or getting Read more Salesforce Shield Safeguarding your most sensitive data and proactively addressing evolving compliance and industry regulations through the implementation of Salesforce Shield can Read more Salesforce Shield Salesforce Shield is tailored for companies with heightened security and compliance considerations. Comprising four products that layer onto existing Salesforce Read more The Zero Trust Architecture Mandate President Biden’s recent executive directive, mandating “all federal agencies and executive departments [to] transition to a zero trust architecture to Read more

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September 21, 2023in Salesforce Shield
What is a Customer Portal in Salesforce
20Sep

What is a Customer Portal in Salesforce?

A Salesforce Customer Portal serves as an online support platform for your customers, empowering them to address inquiries independently without needing to contact a customer service representative. Through a Customer Portal, you can personalize and deliver a visually engaging user interface tailored to your customers’ needs. The primary distinction between a website and a customer portal lies in the audience access. While a website is open to all and attracts traffic from diverse sources, a customer portal is restricted to your customers, prospects, or individuals who create personal accounts with your company. Also referred to as a client portal, a customer portal is a software interface that provides customers with comprehensive visibility into their interactions with your company. Within the portal, customers can monitor key metrics, track support requests, and easily access reference documents, facilitating seamless collaboration and information sharing. In Salesforce, both customer portals and communities are built using the Experience Cloud (formerly known as Salesforce Community Cloud), a platform within the Salesforce ecosystem designed for creating CRM-connected websites. The Salesforce Experience Cloud enables the creation of digital communities tailored for customers, partners, or employees, fostering engagement and interaction with your target audiences. Key features of Salesforce Experience Cloud include: Customer Community Use Cases: Differences Between Communities and Portals in Salesforce: Communities Portals Salesforce Experience Cloud incorporates various tools such as Help Center, Authenticated Portal, Customer Community, Einstein Bots, Knowledge, and Experience Builder to enhance self-service capabilities, automate workflows, and deliver personalized support experiences across different channels. 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, 2023in Salesforce Experience Cloud
Communicating With Machines
20Sep

Communicating With Machines

For as long as machines have existed, humans have struggled to communicate effectively with them. The rise of large language models (LLMs) has transformed this dynamic, making “prompting” the bridge between our intentions and AI’s actions. By providing pre-trained models with clear instructions and context, we can ensure they understand and respond correctly. As UX practitioners, we now play a key role in facilitating this interaction, helping humans and machines truly connect. The UX discipline was born alongside graphical user interfaces (GUIs), offering a way for the average person to interact with computers without needing to write code. We introduced familiar concepts like desktops, trash cans, and save icons to align with users’ mental models, while complex code ran behind the scenes. Now, with the power of AI and the transformer architecture, a new form of interaction has emerged—natural language communication. This shift has changed the design landscape, moving us from pure graphical interfaces to an era where text-based interactions dominate. As designers, we must reconsider where our focus should lie in this evolving environment. A Mental Shift In the era of command-based design, we focused on breaking down complex user problems, mapping out customer journeys, and creating deterministic flows. Now, with AI at the forefront, our challenge is to provide models with the right context for optimal output and refine the responses through iteration. Shifting Complexity to the Edges Successful communication, whether with a person or a machine, hinges on context. Just as you would clearly explain your needs to a salesperson to get the right product, AI models also need clear instructions. Expecting users to input all the necessary information in their prompts won’t lead to widespread adoption of these models. Here, UX practitioners play a critical role. We can design user experiences that integrate context—some visible to users, others hidden—shaping how AI interacts with them. This ensures that users can seamlessly communicate with machines without the burden of detailed, manual prompts. The Craft of Prompting As designers, our role in crafting prompts falls into three main areas: Even if your team isn’t building custom models, there’s still plenty of work to be done. You can help select pre-trained models that align with user goals and design a seamless experience around them. Understanding the Context Window A key concept for UX designers to understand is the “context window“—the information a model can process to generate an output. Think of it as the amount of memory the model retains during a conversation. Companies can use this to include hidden prompts, helping guide AI responses to align with brand values and user intent. Context windows are measured in tokens, not time, so even if you return to a conversation weeks later, the model remembers previous interactions, provided they fit within the token limit. With innovations like Gemini’s 2-million-token context window, AI models are moving toward infinite memory, which will bring new design challenges for UX practitioners. How to Approach Prompting Prompting is an iterative process where you craft an instruction, test it with the model, and refine it based on the results. Some effective techniques include: Depending on the scenario, you’ll either use direct, simple prompts (for user-facing interactions) or broader, more structured system prompts (for behind-the-scenes guidance). Get Organized As prompting becomes more common, teams need a unified approach to avoid conflicting instructions. Proper documentation on system prompting is crucial, especially in larger teams. This helps prevent errors and hallucinations in model responses. Prompt experimentation may reveal limitations in AI models, and there are several ways to address these: Looking Ahead The UX landscape is evolving rapidly. Many organizations, particularly smaller ones, have yet to realize the importance of UX in AI prompting. Others may not allocate enough resources, underestimating the complexity and importance of UX in shaping AI interactions. As John Culkin said, “We shape our tools, and thereafter, our tools shape us.” The responsibility of integrating UX into AI development goes beyond just individual organizations—it’s shaping the future of human-computer interaction. This is a pivotal moment for UX, and how we adapt will define the next generation of design. Content updated October 2024. 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 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 Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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September 20, 2023in Data
Salesforce Nonprofit Cloud
19Sep

Easily Refer Constituents to Providers by Using a Guided Flow

Facilitate constituent referrals to service providers effortlessly by utilizing a guided flow. This streamlined process enables the inclusion of comprehensive information about individuals or households, providers, and other essential details. Enhance the effectiveness of service delivery by sharing the referral record and additional information directly with the service provider. Your caseworkers can easily refer constituents to providers using guided flow. Implementation of this feature is relevant in Lightning Experience within Enterprise, Performance, Unlimited, and Developer editions where Public Sector Solutions are enabled. Provider Referral The provider referral guided flow optimizes how caseworkers communicate pertinent information to service providers, encompassing details such as required services, necessary documentation, and other crucial information for efficient service delivery. Government agencies often become aware of constituents in need when they apply for benefits or when concerns are reported or referred to the agency. Caseworkers play a vital role in understanding constituent issues, identifying suitable benefits and services to enhance well-being, and referring constituents to other agencies or providers as necessary. Caseworkers carry out various tasks when referring constituents to providers, including reviewing benefit applications, assigning benefits to eligible constituents, and searching for certified providers to deliver the required benefits. If certified providers are not available, caseworkers may refer constituents to another agency or provider offering the necessary services. Refer constituents to providers using guided flow The provider referral guided flow assists caseworkers in efficiently sharing pertinent information with providers during the referral process. This flow facilitates tasks such as including constituent and provider information from records, entering referral details, describing required services, attaching relevant documents, and sharing additional information through service-specific PDF templates for customization by the provider or agency. Upon completion of the flow, a referral is created, and documents, along with filled PDF templates, are attached and shared with selected providers or agencies. Providers and agencies then utilize the shared information to determine their capacity to serve referred constituents. The Provider Referral flow is presented as an OmniScript guided flow, allowing customization of the OmniScript and associated OmniStudio components to align with specific programs and processes. Additionally, create fillable PDF templates to share tailored information with providers for the services delivered to constituents. By Tectonic’s Salesforce Marketing Consultant, Shannan Hearne Like1 Related Posts 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 Public Sector Salesforce Solutions Public Sector Solutions revolutionize public service delivery through flexible and secure e-government tools supporting both service providers and constituents. Designing Read more Salesforce Accelerator Salesforce Accelerators encompass specialized tools, applications, and services crafted to expedite the adoption and effectiveness of Salesforce within organizations. Tailored Read more Acronyms for Quote-to-Cash Here is a helpful glossary of quote-to-cash acronyms you will hear in the Salesforce Ecosystem. AcronymMeaningDefintionACVAnnual Contract ValueThe annual revenue Read more

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September 19, 2023in Salesforce Public Sector Solutions

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