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Salesforce the Pioneer of CRM

What Does Salesforce Do?

You might have glimpsed CEO Marc Benioff on CNBC or CNN or come across Salesforce’s cloud logo, friendly characters, or the distinctive headquarters dominating San Francisco. However, due to the diverse nature of theirr work, a common question arises: What does Salesforce do? In essence, Salesforce provides technology and services to help cultivate robust, enduring customer relationships, positioning itself as the customer company. The following sections will delve into what this entails. What does Salesforce do? For businesses with customers, managing customer data is a crucial challenge. Salesforce addresses this by offering customer relationship management (CRM) software. This software serves as a centralized hub for storing, tracking, and managing customer information, breaking down silos between different departments. Referred to as Customer 360, this portfolio encompasses products and services that unite various teams—sales, service, marketing, commerce, and IT—around a shared, AI-driven, real-time view of customers. The result is a seamless flow of customer information, enabling personalized experiences and fostering trust. Customer 360 contributes to lowering costs, increasing productivity, and driving efficient growth across organizations. It is adaptable to every industry and business size, providing flexibility for customization and integration with third-party partners. How does Salesforce work? Salesforce’s CRM operates in the cloud, facilitating online connectivity for teams, regardless of their physical locations. The cloud infrastructure, known as Hyperforce, allows Salesforce applications to scale rapidly and run globally. The cloud-based approach reduces maintenance costs, facilitates remote work, and opens up pay-as-you-go business opportunities. Harnessing the power of data is integral to modern business, yet many companies struggle with scattered data across numerous applications. Salesforce’s Data Cloud addresses this issue by providing access to and harmonization of various data sources, enabling a comprehensive view of customers and their histories. This clean data, coupled with Einstein AI, facilitates personalized customer interactions and creates a foundation for AI applications. How do you use Salesforce for sales? How Does Salesforce assist with sales? Originally designed for sales teams, Salesforce’s Sales Cloud aims to reduce costs, boost productivity, and increase deal success rates. By automating and scaling manual sales processes, Sales Cloud streamlines the entire sales cycle. Einstein for Sales integrates AI into sales workflows, automating tasks such as composing emails and scheduling meetings. Real-time insights and recommendations empower sellers, and integration with other departments enhances opportunities and customer experiences. What about customer service? Are there Salesforce tools for that? How Does Salesforce help customer service? Service Cloud, another facet of Salesforce, helps customers decrease support costs while enhancing service interactions. AI-driven tools, like Einstein, expedite service interactions by delivering knowledge articles and generating chat replies. Service Cloud covers critical touchpoints, from traditional customer service to self-service channels, field service, and digital channels like chat and SMS. How can you use Salesforce for marketing? How Does Salesforce work with marketing? Marketing Cloud is designed to save time, increase efficiency, and engage customers across various channels. Unified analytics and AI insights optimize campaign performance, leading to increased customer engagement and reduced acquisition costs. Marketing Cloud Customer Data Platform provides real-time data for understanding customers, while Einstein AI for Marketing dynamically generates personalized content for optimal customer engagement. Can Salesforce also be used for B2C and B2B shopping and commerce? Certainly. Commerce Cloud caters to both business-to-consumer (B2C) and business-to-business (B2B) commerce experiences. It simplifies the creation of personalized shopping experiences, maximizing revenue and removing friction from the buying process. Commerce Cloud users experience decreased order placement costs and increased online revenue. What about IT? Salesforce’s integrated IT tools assist organizations in automating processes, building intelligent apps, and securing data across Customer 360. This leads to increased productivity by improving scale, transparency, and security, resulting in a 19% decrease in IT costs for organizations. See an example of Salesforce at work A notable example is L’Oréal, the world’s leading beauty company, which utilizes Salesforce Customer 360 to deepen customer relationships through personalized beauty journeys. By integrating Marketing Cloud Personalization and Commerce Cloud with Einstein AI, L’Oréal achieves double-digit increases in average order value and improves agent satisfaction scores by 70%. What is Salesforce best known for? Salesforce pioneered placing business software in the cloud, eliminating the need for expensive custom-built computer infrastructures. It has since evolved into the world’s #1 CRM, continually innovating CRM with generative AI and real-time data to redefine customer-company connections. Why is Salesforce obsessed with customers? As the customer company, Salesforce has always been customer-obsessed, considering customer success as one of its core values. Recognizing that customer experience is as crucial as products and services, Salesforce focuses on helping businesses become customer-centric. 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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Why Do We Use OmniStudio in Salesforce

Why Do We Use OmniStudio in Salesforce?

OmniStudio in Salesforce offers significant advantages over traditional custom code and Lightning Web Components (LWC), providing a low-code development platform that accelerates application development, simplifies maintenance, and reduces costs. Why Do We Use OmniStudio in Salesforce? OmniStudio enables Salesforce organizations to achieve the following: Moreover, OmniStudio facilitates integration with enterprise data and external applications, simplifying the incorporation of diverse data sources into Salesforce environments. OmniStudio Action in Salesforce refers to its capability to rapidly develop and deploy digital-first experiences tailored to specific industries and channels. It enhances Salesforce’s ecosystem by extending functionality through its suite of tools. Differences Between OmniStudio and Vlocity: OmniStudio is developed by Salesforce and serves as an integrated low-code development environment within Salesforce’s platform. In contrast, Vlocity was a separate company offering industry-specific cloud and mobile software solutions built on the Salesforce platform before its acquisition by Salesforce. Vlocity solutions were deeply integrated but maintained a distinct focus on specific industry needs. Differences Between LWC and OmniStudio: While LWC involves traditional coding for building applications, providing flexibility and control over customization, OmniStudio operates within a visual development environment that emphasizes rapid application development without extensive coding. OmniStudio thus prioritizes speed and ease of use over the granular control offered by LWC. Disadvantages of OmniStudio: While OmniStudio simplifies development and maintenance, organizations must carefully manage project architecture and component naming conventions to avoid complexity and ensure project clarity. Additionally, older component versions may become obsolete if not managed properly within Salesforce’s development lifecycle tools. In summary, OmniStudio in Salesforce represents a robust toolset for organizations seeking agile application development and enhanced digital experiences without the overhead of extensive custom coding. 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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Marketing Cloud Tik Tok

Marketing Cloud Tik Tok

TikTok Introduces No-Code Integration for Salesforce Marketing Cloud TikTok has launched a no-code integration for Salesforce Marketing Cloud, designed to help advertisers transfer leads generated by their campaigns to Salesforce in real-time. This new integration ensures that leads captured on TikTok are automatically synced to Salesforce Marketing Cloud, eliminating the need for manual lead downloads by advertisers. Benefits of the Integration: Salesforce first enabled Commerce Cloud users to sell through TikTok in July 2022, positioning TikTok alongside other major social media channels like Facebook, Instagram, and Snapchat. This broadened the marketing and sales avenues for merchants. The new TikTok integration is available on Salesforce’s enterprise cloud marketplace, AppExchange, for businesses utilizing the Salesforce Marketing Cloud. Why This Integration Matters: Introducing TikTok AdZ: Filling the Gap in Salesforce Marketing Cloud Salesforce Marketing Cloud’s Advertising Studio did not previously integrate with TikTok, leaving a significant gap in the market. The new app, TikTok AdZ, created by Cezium, fills this gap by integrating TikTok advertising with marketing and CRM data, adding value in four key ways: 1. Acquisition: 2. Nurturing: 3. Retention: 4. Media Bidding Optimization: Key Features of TikTok AdZ: Target Using First-Party Data:With third-party cookies depreciating, TikTok AdZ allows advertisers to use first and second-party data for targeted ads, ensuring compliance with consumer privacy laws. Growth of Brand Awareness:Build a strong follower base on TikTok by creating custom audiences from existing customers or email subscribers and targeting them with exclusive promotions, influencer campaigns, and product demos. Audience Matching:Utilize TikTok’s lookalike audience feature to target users similar to your existing audience, increasing the likelihood of conversion. Audience Suppression:Optimize advertising spend by suppressing ads for unsatisfied customers or recent complainers, focusing on audiences more likely to convert. Use TikTok in Journey Builder:Leverage unified data to create personalized, contextual, and human engagements across marketing, commerce, service, and sales through multi-step automation in Journey Builder. Hyper-Personalization:Enhance personalization efforts with features like geotargeting, upselling and cross-selling, seasonal promotions, abandoned browse retargeting, and abandoned cart recovery. Summary As one of the largest social platforms globally, TikTok is essential for modern advertising strategies. TikTok AdZ streamlines the process, offering the tools needed to create personalized and effective ads that target the right audience on TikTok. Embrace this powerful integration to stay ahead of the competition, streamline lead generation, and watch your conversion rates soar. Reach out to your TikTok Rep or Salesforce Account Executive to get started 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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Google Search Goes AI

Google Search Secrets

Google is a veritable plethora of information. It likely doubles weekly. But getting the best search results occasionally requires knowing some Google search secrets. There are times when a story needs to be prefaced by a story. This is one of those times. I’m old. I’m so old that I remember card catalogs and going to a physical library to do research. I also remember phones hardwired to walls and a quarter being sufficient to call someone who cares. But I digress. I began using the internet as a research tool in 1992. Let me tell you, folks, in 1992 you didn’t “tell” a search engine what you were looking for an it auto-completed your query and found you results. Very often you did your searching using Boolean search. Boolean search is a structured search process that uses words and symbols to limit, broaden, or define search results. These words and symbols are called Boolean operators, and the most common ones are AND, OR, and NOT. Boolean search can be used in search engines and databases to produce more relevant and accurate results. Sounds pretty simple, right? But if I’m looking for resumes of Oracle DBAs who don’t work at Oracle, never worked at IBM, either graduated from Yale or Dartmouth, and are currently in the job market I’m writing one heck of a Boolean search string. I won’t bore you with what that looks like, my point is just that search and search engines have come a long way. Without further ado, here are some of my favorite Google search secrets. You can narrow your search by file type. If you only want to see spreadsheets or pdfs, you can add filetype:excel or filetype:pdf to your query. Then your search results only include the desired file type. What if you only want to cite resources from before a certain date? Use ‘before” to find results before a certain date. You can do this in a year-month-day or year only format. Add before:2024 to your search string. Likewise if you only want to see results after a specific date you can use the same logic with after:2024 in your search string. You might even use both if you were layering your resources by time period such as year or decade. Or you can actually search by date range. Use ‘..’. Oracle DBA 2019..2024. You can ask Google to provide results only from one specific website. If you don’t want to see everything everyone wrote about Salesforce, and only want to see a Tectonic resource add site:gettectonic.com to your search query. More and more Google is using some fuzzy logic. Essentially this means it is infering what it thinks you want to know. Just like the auto-complete feature when you begin typing in a query, that fuzzy logic will question your selection if there is a typing error or misspelling, or even if Google just thinks it is smarter than you. You can create your own variation of fuzzy logic with the OR operator. In the example above of our DBA resume we would type Yale OR Dartmouth. You can also use a wild card in your search. If you aren’t sure about a word that might be in your search phrase, you can replace ith with ‘*’. Maybe I’m looking for who makes 5G phones. I might search for 5G cell phone by *. When you want results meeting an exact search term, add quotation marks. Such as “Tectonic Solution Architects” to only see solution architects at Tectonic. Good old AND from the Boolean days still is around. If you want to see results that combine two search topics use AND in your search. Such as Solution Architect AND Tectonic AND Salesforce. What if after you run your Google search you find a lot of information you weren’t looking for? You can use ‘-‘ to signify a negative word you don’t want to see in the results. Going back to our resume example, you can use the negative operator to deal with not currently working at Oracle and never having worked at IBM. If you’ve ever read or written an IT resume you recognize that Oracle and/or IBM may very well exist other than as employment. What are your favorite Google search secrets? Comment below. Written by Tectonic Salesforce Architect, Shannan Hearne. 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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multi-channel campaigns

Multi-Channel Campaigns

Leveraging Salesforce for Multi-Channel Campaign Management with Tectonic In today’s dynamic marketing landscape, businesses need to connect with their audience across multiple channels—email, social media, web, and beyond. Managing these campaigns effectively can feel like juggling too many balls at once, especially when aiming to maintain consistent messaging, track performance, and maximize ROI. That’s where Salesforce, paired with expertise from Tectonic, makes all the difference. Salesforce simplifies multi-channel campaign management, helping businesses stay organized, boost engagement, and achieve measurable results. Let’s dive into how this powerful platform, supported by Tectonic’s expertise, takes campaign management to the next level. The Challenge Marketing teams often face obstacles like: The Solution: Streamlined Multi-Channel Campaign Management Salesforce, with Tectonic as your trusted partner, transforms the complexity of multi-channel campaigns into a streamlined and effective process. By integrating channels, automating workflows, and delivering real-time insights, businesses can engage their audience and achieve exceptional results. 1. Centralized Campaign Planning Salesforce Marketing Cloud provides a centralized platform for planning and managing campaigns across channels—email, SMS, social media, and paid ads—all from one dashboard. This unified view ensures messaging and branding stay consistent while fostering seamless collaboration across teams. Tectonic enhances this process by ensuring your Salesforce environment is optimized for your specific needs. 2. Personalized Messaging at Scale Salesforce’s AI-powered tools, such as Einstein AI, analyze customer data to craft personalized content for every audience segment. These tools allow businesses to create tailored emails, ads, and social media posts that resonate with specific groups. With Tectonic’s guidance, you can implement personalization strategies that drive engagement and conversions to new heights. 3. Real-Time Performance Tracking Salesforce consolidates campaign performance data into a single platform, providing real-time metrics like open rates, click-through rates, social engagement, and conversions. Customizable dashboards allow your team to monitor results at a glance, enabling quick adjustments for maximum impact. Tectonic can help design these dashboards for clarity and actionable insights. 4. Automation for Efficiency Managing multi-channel campaigns involves countless tasks, but Salesforce automates processes such as scheduling, triggering emails, and personalizing messaging based on user behavior. By streamlining these repetitive tasks, your team can focus on creativity and strategy. Tectonic’s expertise ensures these automations are tailored to fit your business workflows perfectly. 5. Seamless Integration Across Channels Salesforce integrates with platforms like Google Ads, Facebook, LinkedIn, and Instagram, consolidating data into one ecosystem. This eliminates the need for manual data collection, saving time and improving accuracy. Tectonic ensures these integrations are set up seamlessly, so you can focus on running impactful campaigns. Strategies for Success with Salesforce Why Tectonic + Salesforce? Tectonic combines deep Salesforce expertise with a keen understanding of marketing challenges to help you fully unlock the platform’s potential. Together, Salesforce and Tectonic empower businesses to achieve more efficient, impactful, and ROI-driven campaigns. Ready to revolutionize your multi-channel marketing strategy? Let Tectonic guide you to Salesforce success. Content updated December 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 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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Record Triggered Automation

Record Triggered Automation

Record Triggered Automation – Key Takeaways: Additional Insights: By adhering to these takeaways and insights, organizations can streamline their automation processes and enhance overall efficiency within the Salesforce platform. High-Performance Batch Processing For intricate batch processing requiring high performance and complex logic evaluation, Apex stands out with its configurable nature and robust debugging capabilities. Here’s why Apex is recommended for such scenarios: While before-save flow triggers might not match the performance of Apex triggers in simplistic speed comparisons, their overhead impact is mitigated within broader transactions. Before-save flow triggers still offer significant performance advantages over Workflow Rules, making them suitable for most non-complex batch scenarios, especially for same-record field updates. For batch processing that doesn’t require immediate execution during the initial transaction, Flow provides some capabilities, albeit less feature-rich compared to Apex. Scheduled Flows and Scheduled Paths in record-triggered flows offer options for batch operations, albeit with certain limitations. However, for extensive batch processing needs, Apex remains the preferred choice due to its flexibility and performance capabilities. Cross-Object CRUD Performing CRUD operations on different records necessitates database operations, making Apex triggers the go-to option for such cross-object operations. While Flow triggers support cross-object CRUD post-save, they lack support in the before-save context. Apex outperforms Flow in raw database operation speed, ensuring quicker preparation, execution, and processing of database calls. However, optimizing user implementations, such as consolidating multiple DML statements, often yields more significant performance improvements than solely focusing on lower-level operations. Efficiently managing DML operations and minimizing unnecessary database transactions are crucial for optimizing performance. Strategies like consolidating DML operations, using temporary record variables, and adhering to design standards aid in enhancing performance and maintaining data integrity across complex use cases. Complex List Processing Flow presents limitations in list processing capabilities, hindering tasks like in-place data transforms, sorts, and filters, which are more efficiently achieved in Apex. Flow’s basic list processing operations and serial execution of loops contribute to challenges in handling complex lists effectively. Extending flows with invocable Apex allows leveraging Apex’s robust list processing functionalities while retaining the usability of Flow for business-facing users. Apex developers can create efficient, modular list processing methods, making them accessible to Flow users through invocable actions. When implementing invocable Apex methods, ensuring proper bulkification and handling multiple invocations in a batch scenario is essential. Leveraging generic sObject inputs and dynamic Apex facilitates reusable and elegant implementations across multiple triggers and sObjects. While Flow has introduced some list processing capabilities, it still lags behind Apex in functionality, emphasizing the continued relevance of Apex for complex list processing tasks. Asynchronous Processing Asynchronous processing offers flexibility in executing logic outside the initial transaction context, providing benefits like minimal database transactions and consistent rollbacks. Both Flow and Apex offer solutions for asynchronous processing, catering to use cases requiring separate transactions, external callouts, or prolonged processing times. Flow’s After-Save Flow Trigger and Apex triggers support asynchronous processing, enabling the execution of logic independently from the initial transaction. While Flow offers a low-code solution through the Run Asynchronously path, Apex provides more control and customization options, especially regarding callouts and error handling. When choosing between Flow and Apex for asynchronous processing, consider factors like control over callouts, error handling customization, and the complexity of the solution. Apex’s more extensive error handling capabilities and direct control over callouts may be advantageous for complex scenarios requiring meticulous error management. Testing asynchronous solutions, particularly those involving callouts, necessitates careful consideration of error handling and edge cases. Apex’s advanced error handling features and flexibility in managing callouts make it suitable for handling complex scenarios effectively. In summary, both Flow and Apex offer viable options for asynchronous processing, with the choice depending on factors like control requirements, error handling preferences, and the complexity of the solution. Record Triggered Automation Exploring Other Solutions In the realm of low-code administration, administrators have historically employed various methods, often considered “hacks,” to achieve asynchronous processing. One such method involved setting up time-based workflows in Workflow Rules, scheduled actions in Process Builder, or Scheduled Paths in Flow to run immediately after a trigger execution. While effective, these approaches had their limitations. The introduction of dedicated paths, like the Run Asynchronously path in Flow, offers distinct advantages over these makeshift solutions. The “zero-wait pause” technique, another common workaround, entailed adding a Pause element with a zero-minute wait time through an autolaunched subflow, triggered by Process Builder. Although this method effectively separated transactions, its scalability and performance were compromised, leading to potential issues with flow interview limits and performance degradation over time. Consequently, it’s not recommended, especially for subflows called from record-triggered flows. Data Transfer and State Management Between Processes An enticing aspect of the “zero-wait pause” approach was the perceived ability to maintain a stateful relationship between synchronous and asynchronous processing. However, this method contradicts the underlying principles of asynchronous processing, which aim for flexibility and performance control by separating processes. While flow variables may persist before and after the pause, relying on them for extended periods risks data inconsistency. To ensure data integrity, particularly across independent processes, it’s advisable to store relevant information in persistent storage, such as custom fields on the triggering record. Summary Asynchronous processing introduces complexities in designing record-triggered automation, especially concerning external callouts or state persistence between processes. While the Run Asynchronously path in Flow addresses many low-code requirements, scenarios involving custom errors or configurable retries may necessitate Apex. It’s crucial to consider the specific needs of your organization and weigh the benefits of each solution accordingly. Custom Validation Errors Flow currently lacks native support for preventing DML operations or throwing custom errors, although upcoming releases are expected to address this limitation. Until then, Validation Rules and Apex triggers remain viable options for handling complex validation scenarios. Designing Record-Triggered Automation Designing effective record-triggered automation involves considering various best practices and organizational needs. Performance, troubleshooting, ordering, and orchestration are key aspects to address, each offering its own set of challenges and solutions. Striking a balance between consolidation and modularization of automation components is essential

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Benefits of Salesforce Experience Cloud

Benefits of Salesforce Experience Cloud

Salesforce Experience Cloud: Transforming Digital Customer Engagement To understand the Benefits of Salesforce Experience Cloud we must understand what a customer or partner portal is intended to do. Salesforce Experience Cloud, previously known as Community Cloud, is a powerful digital experience platform (DXP) designed to help organizations create and deliver exceptional, customer-centric experiences across multiple channels. This platform goes beyond community management, offering tools for building and managing websites, portals, mobile apps, and integrating social media. Benefits of Salesforce Experience Cloud explored. Built on Salesforce Customer 360, Experience Cloud gives businesses a comprehensive view of their customers by connecting data from various sources. With these insights, businesses can create personalized experiences tailored to each customer’s preferences and needs. Organizations can use Experience Cloud to design portals, websites, and communities, providing seamless access to relevant information, collaboration tools, and resources. The platform’s flexibility allows businesses to enhance customer satisfaction, improve partner collaboration, and boost employee productivity. Key Benefits of Salesforce Experience Cloud Salesforce Experience Cloud offers numerous benefits that help businesses deliver seamless experiences across the customer journey. Here are some of its key advantages: 1. Seamless Integration Experience Cloud integrates effortlessly with other Salesforce products like Sales Cloud and Service Cloud, providing a unified platform for comprehensive customer management. 2. Scalability and Customization The platform is highly scalable, allowing businesses to expand their communities as they grow. With extensive customization options, businesses can tailor the platform to meet their specific needs and branding requirements. 3. Security and Trust Salesforce is known for its robust security features, ensuring customer data is protected at all times. Businesses can confidently manage sensitive customer information within Experience Cloud. 4. Extensive AppExchange Ecosystem Salesforce’s AppExchange marketplace provides access to a wide range of pre-built integrations and apps that enhance the functionality of Experience Cloud, allowing businesses to customize and extend their platform capabilities. Real-World Uses of Salesforce Experience Cloud Salesforce Experience Cloud is used by businesses across various industries to improve customer engagement, enhance collaboration, and boost productivity. Some key use cases include: 1. Partner Portals Experience Cloud enables businesses to create dedicated partner portals where partners can collaborate with internal teams, access resources, and share leads. This accelerates partner engagement and streamlines business processes. 2. Self-Service Portals Businesses can offer 24/7 self-service portals, allowing customers to access product information, troubleshoot common issues, and track their interactions. These portals help reduce the workload on support teams and enhance customer satisfaction. 3. Customer Communities Experience Cloud allows businesses to create customer communities where users can find personalized content, engage with other users, and access self-service resources. This promotes collaboration and reduces the strain on customer support teams. 4. Employee Communities Internal employee communities serve as hubs for company-wide communication, training, and collaboration. Employees can access resources, share knowledge, and seek support, ultimately boosting engagement and productivity. 5. Branded Mobile Apps Businesses can use Experience Cloud to develop branded mobile apps that give customers, partners, and employees convenient access to services, resources, and information on the go. 6. Social Media Integration Experience Cloud integrates with popular social media platforms, allowing businesses to engage with customers directly, share content, and respond to inquiries. Top Features of Salesforce Experience Cloud Salesforce Experience Cloud is packed with features that enhance customer engagement, streamline operations, and improve overall efficiency: Companies Using Salesforce Experience Cloud Nike and PUMA leverage Experience Cloud for personalization. Nike’s loyalty program and Puma’s mobile shopping experience are enhanced by the platform’s built-in mobile UX design and technical architecture, resulting in better customer engagement and increased sales. Bank of America and Wells Fargo use Experience Cloud to offer customer support through self-service portals and community forums, improving customer satisfaction and gathering valuable feedback. IBM uses the platform to create collaborative communities for employees and customers alike. With integrated tools like Salesforce Einstein and IBM Watson, the company has enhanced internal collaboration and customer service. Hulu uses Salesforce to power its Help Center, where customers can find answers, engage with other viewers, and leave feedback that shapes Hulu’s content. OpenTable relies on Experience Cloud for its Diner Help portal, a one-stop shop for dining-related queries, enhancing the user experience and operational efficiency. Choosing the Right Salesforce Experience Cloud Partner for Implementation When implementing Salesforce Experience Cloud, choosing the right partner is crucial to ensure success. Look for a partner with: With the right partner, like Tectonic, businesses can fully grasp the power of Salesforce Experience Cloud to deliver exceptional digital experiences that foster customer loyalty, drive business growth, and improve operational efficiency. 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 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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can-spam act

CAN-SPAM Act

Do you use email for your business? The CAN-SPAM Act, a law that regulates commercial email, sets requirements for these messages, grants recipients the right to stop receiving emails, and imposes significant penalties for non-compliance. The FTC enforces the CAN-SPAM Act and the associated CAN-SPAM Rule. Contrary to what its name might suggest, the CAN-SPAM Act isn’t limited to bulk email. It applies to all commercial messages, which are defined as any electronic mail message primarily intended to advertise or promote a commercial product or service, including emails that promote content on commercial websites. The law also applies to business-to-business email, meaning every email, such as one announcing a new product line to former customers, must adhere to CAN-SPAM regulations. Each individual email that violates the CAN-SPAM Act can result in penalties of up to $51,744, making compliance crucial. Fortunately, following the law is straightforward. Here’s an overview of CAN-SPAM’s key requirements: Frequently Asked Questions: Q: How do I know if the CAN-SPAM Act applies to the emails my business sends? A: The law applies based on the “primary purpose” of the message. An email can contain three types of content: If the message’s primary purpose is commercial, it must comply with CAN-SPAM. If it’s transactional or relationship-based, it must still avoid false or misleading routing information but is otherwise exempt from most CAN-SPAM requirements. Q: How can I determine if an email is a transactional or relationship message? A: An email is transactional or relationship-focused if it: These categories are interpreted narrowly, so be careful when assuming that any message sent to subscribers or members is transactional or relationship-based. Consider whether a reasonable recipient would view the email’s primary purpose as fitting into one of these categories. If not, the email must comply with CAN-SPAM. Q: What if an email combines commercial and transactional/relationship content? A: When an email includes both commercial and transactional/relationship content, the primary purpose determines its status. If the subject line leads a recipient to believe the message is primarily commercial or if the transactional/relationship content isn’t prominent at the beginning, the email is considered commercial and must comply with CAN-SPAM. Need More Information? For more detailed guidance on CAN-SPAM compliance, refer to the full CAN-SPAM Act or consult the FTC’s resources. Q: What if a message contains both commercial content and content classified as “other”? A: If a message includes both commercial content and other types of content, the CAN-SPAM Act applies if the primary purpose of the message is commercial. This determination is made if: Factors that influence this interpretation include the placement of the commercial content (e.g., whether it appears at the beginning of the message), the proportion of the message dedicated to commercial content, and how elements like color, graphics, and text style are used to emphasize the commercial aspects. Q: What if an email includes content from more than one company? Who is responsible for CAN-SPAM compliance? A: When an email promotes the products, services, or websites of multiple marketers, the responsible “sender” under the CAN-SPAM Act is typically determined by agreement among the marketers. The designated sender must: If the designated sender fails to meet these obligations, all marketers involved may be held liable as senders. Q: My company sends emails with a “Forward to a Friend” feature. Who is responsible for CAN-SPAM compliance for these forwarded messages? A: Whether a seller or forwarder is considered a “sender” or “initiator” under the CAN-SPAM Act depends on the situation. Typically, the Act applies if the seller offers an incentive for forwarding the message, such as money, discounts, or sweepstakes entries. In such cases, the seller is likely responsible for compliance. If a seller provides any benefit in exchange for forwarding an email or generating traffic, they are likely subject to CAN-SPAM regulations. Q: What are the penalties for violating the CAN-SPAM Act? A: Each email that violates the CAN-SPAM Act can result in penalties of up to $51,744, with the possibility of multiple parties being held responsible. Both the company whose product is promoted and the company that sent the message can be liable. Additionally, emails that contain misleading claims may be subject to other laws, like Section 5 of the FTC Act, which prohibits deceptive advertising. The CAN-SPAM Act also includes aggravated violations that could lead to additional fines and even criminal penalties, including imprisonment, for: Civil penalties may also require restitution to consumers under Section 19 of the FTC Act, covering not just what consumers paid, but also the value of their lost time. Q: Are there specific rules for sexually explicit marketing emails? A: Yes, the FTC has rules under the CAN-SPAM Act for emails with sexually explicit content. These emails must start with “SEXUALLY-EXPLICIT:” in the subject line. The body of the email must initially display only this warning and the standard CAN-SPAM information: the message’s commercial nature, the sender’s physical address, and an opt-out method. No images or graphics are allowed in this part of the message, ensuring that sexually explicit content isn’t viewable without an affirmative action, like scrolling or clicking. This requirement doesn’t apply if the recipient has previously given consent to receive such messages. About the FTC The FTC is dedicated to preventing fraudulent, deceptive, and unfair practices affecting businesses and consumers. You can report scams and unethical business practices at ReportFraud.ftc.gov. For guidance on legal compliance, visit business.ftc.gov. Understanding and fulfilling your compliance obligations is smart business practice, regardless of your organization’s size or industry. For updates on cases and initiatives, subscribe to the FTC’s Business Blog. Your Opportunity to Comment The National Small Business Ombudsman and 10 Regional Fairness Boards collect feedback from small businesses regarding federal compliance and enforcement activities. The Ombudsman evaluates these activities annually and rates each agency’s responsiveness to small businesses. Comments can be submitted without fear of reprisal by calling 1-888-REGFAIR (1-888-734-3247) or visiting www.sba.gov/ombudsman. Content updated January 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a

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Useful ChatGPT Techniques

Useful ChatGPT Techniques

Let’s embark on a journey through the intricate world of prompt engineering, guided by the tales of seasoned explorers who have braved the highs and lows of AI interactions. Picture these individuals as a daring voyager, charting unexplored territories to uncover the secrets of prompt mastery, all so that others may navigate these waters with ease. Useful ChatGPT Techniques. In this epic insight, our intrepid explorers shars a treasure trove of insights gleaned from their odyssey—a veritable “best of” plethora chronicling their conquests and not-so-conquests. From the peaks of success to the valleys of failure, every twist and turn in their adventure has led to the refinement of their craft. Prepare to be enthralled as they unravel the enigma of prompt design, revealing its pivotal role in shaping AI interactions. With each revelation, they unveil the power of perfect prompt design to elevate solutions, enchant customers, and conquer the myriad challenges that lie in wait. But this is no ordinary tale of technical prowess—no, dear reader, it is a grand odyssey teeming with intrigue and excitement. From the bustling streets of AI-powered applications to the untamed wilderness of off-topic queries, hallucinations, flat-out lies, and toxic language, our heroes navigate it all with cunning and finesse. Along the way, they impart their hard-earned wisdom, offering practical advice and cunning strategies to fellow travelers eager to tread the same path. With each chapter, they peel back the layers of mystery surrounding prompt engineering, illuminating the way forward for those brave enough to follow. So, dear reader, strap in and prepare for an adventure like no other. With our intrepid explorers as your guide, you’ll embark on a thrilling quest to unlock the secrets of prompt mastery and harness the full potential of AI-powered interactions. Why Prompt Design Matters Prompt design plays a crucial role in optimizing various aspects of your solution. A well-crafted prompt can: Let’s dive into the essential prompting approaches with the following table of contents: Prompts can be quite long and complex. Often, long, and carefully crafted prompts with the right ingredients can lead to a huge reduction in incorrectly processed user utterances. But always keep in mind that most prompt tokens have a price, i.e. the longer the prompt, the more expensive it is to call the API. Recently, however, there have been attempts to make prompt input tokens cheaper than output tokens. By mastering these prompting techniques, you can create prompts that not only enhance performance but also deliver exceptional customer experiences. Like Related Posts 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 Salesforce’s Quest for AI for the Masses The software engine, Optimus Prime (not to be confused with the Autobot leader), originated in a basement beneath a West 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 Sales Cloud Einstein Forecasting Salesforce, the global leader in CRM, recently unveiled the next generation of Sales Cloud Einstein, Sales Cloud Einstein Forecasting, incorporating Read more

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Salesforce Einstein and Einstein Automate

Einstein Trust

Generative AI, Salesforce, and the Commitment to Trust The excitement surrounding generative AI is palpable as it unlocks new dimensions of creativity for individuals and promises significant productivity gains for businesses. Engaging with generative AI can be a great experience, whether creating superhero versions of your pets with Midjourney or crafting pirate-themed poems using ChatGPT. According to Salesforce research, employees anticipate saving an average of 5 hours per week through the adoption of generative AI, translating to a substantial monthly time gain for full-time workers. Whether designing content for sales and marketing or creating a cute version of a beloved story, generative AI is a tool that helps users create content faster. However, amidst the enthusiasm, questions arise, including concerns about the security and privacy of data. Users ponder how to leverage generative AI tools while safeguarding their own and their customers’ data. Questions also revolve around the transparency of data collection practices by different generative AI providers and ensuring that personal or company data is not inadvertently used to train AI models. Additionally, there’s a need for assurance regarding the accuracy, impartiality, and reliability of AI-generated responses. Salesforce has been at the forefront of addressing these concerns, having embraced artificial intelligence for nearly a decade. The Einstein platform, introduced in 2016, marked Salesforce’s foray into predictive AI, followed by investments in large language models (LLMs) in 2018. The company has diligently worked on generative AI solutions to enhance data utilization and productivity for their customers. The Einstein Trust Layer is designed with private, zero-retention architecture. Emphasizing the value of Trust, Salesforce aims to deliver not just technological capabilities but also a responsible, accountable, transparent, empowering, and inclusive approach. The Einstein Trust Layer represents a pivotal development in ensuring the security of generative AI within Salesforce’s offerings. The Einstein Trust Layer is designed to enhance the security of generative AI by seamlessly integrating data and privacy controls into the end-user experience. These controls, forming gateways and retrieval mechanisms, enable the delivery of AI securely grounded in customer and company data, mitigating potential security risks. The Trust Layer incorporates features such as secure data retrieval, dynamic grounding, data masking, zero data retention, toxic language detection, and an audit trail, all aimed at protecting data and ensuring the appropriateness and accuracy of AI-generated content. Salesforce proactively provided the ability for any admin to control how prompt inputs and outputs are generated, including reassurance over data privacy and reducing toxicity. This innovative approach allows customers to leverage the benefits of generative AI without compromising data security and privacy controls. The Trust Layer acts as a safeguard, facilitating secure access to various LLMs, both within and outside Salesforce, for diverse business use cases, including sales emails, work summaries, and service replies in contact centers. Through these measures, Salesforce underscores its commitment to building the most secure generative AI in the industry. Generating content within Salesforce can be achieved through three methods: CRM Solutions: Einstein Copilot Studio: Einstein LLM Generations API: An overarching feature of these AI capabilities is that every Language Model (LLM) generation is meticulously crafted through the Trust Layer, ensuring reliability and security. At Tectonic, we look forward to helping you embrace and utilize generative AI with Einstein save time. 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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Salesforce Chat GPT

What’s Happening with ChatGPT and Salesforce

ChatGPT and Salesforce The integration of ChatGPT with Salesforce presents an opportunity to streamline organizational processes, resulting in significant time savings. This integration not only enhances CRM data management with generative AI but also takes the customer experience to new heights. Integration Process: To integrate ChatGPT with Salesforce, the typical process involves creating an account on the OpenAI platform and generating an API key. These steps ensure successful integration by providing API access and authentication credentials. It’s crucial to treat the API key with the same security measures as a password to safeguard the integration. Salesforce and OpenAI Collaboration: While Salesforce offers access to AI through its Einstein GPT suite of products, Salesforce Admins and Developers have also begun directly integrating with OpenAI’s APIs and various AppExchange apps. They are incorporating these tools into their offerings to introduce new AI-powered features, enhancing their platforms’ capabilities. Role of ChatGPT and Salesforce Admins: ChatGPT does not aim to replace Salesforce Admins but rather to augment their effectiveness and productivity. Admins with strong analytical and administrative skills can leverage ChatGPT to expedite configuration tasks. However, mastering the collaboration with ChatGPT is essential to enhance the quality of results. Understanding ChatGPT: ChatGPT, developed by OpenAI, represents a breakthrough in AI beyond conventional chatbots. It operates on the OpenAI GPT-3.5 family of large language models, incorporating both supervised and reinforcement learning techniques. Backed by OpenAI, ChatGPT employs natural language processing (NLP) to interact conversationally, mirroring human dialogue. OpenAI, founded in San Francisco, boasts substantial support from industry leaders like Microsoft. OpenAI and GPT-4: OpenAI recently unveiled GPT-4, the latest iteration of its popular ChatGPT model. GPT-4 boasts enhanced capabilities, including image processing and increased word processing capacity. With millions of users since its launch, ChatGPT continues to evolve, offering unparalleled NLP functionality. Top Use Cases for ChatGPT in Salesforce: Explore the potential of ChatGPT and Salesforce with features and scenarios, including natural language processing, chatbots, predictive sales, personalized communication, and analysis of conversational data. Einstein GPT: Salesforce introduces Einstein GPT, the world’s first generative AI for CRM. Einstein GPT enables the generation of tailored content from CRM data, ensuring relevance in every interaction, be it emails, reports, knowledge articles, or code snippets. Community Insights: As the AI landscape, particularly ChatGPT, continues to evolve, it’s essential to understand its implications for the Salesforce ecosystem. The Salesforce community acknowledges the power of ChatGPT as a sophisticated chatbot built on advanced AI technology, poised to revolutionize various Salesforce roles and experiences. What is Salesforce doing with ChatGPT? The integration between ChatGPT and Salesforce can optimize a significant portion of organizational processes, resulting in considerable time savings. This not only enhances CRM data management, now powered by generative AI, but also elevates the customer experience to a new level. Can we integrate ChatGPT with Salesforce? This typically involves creating an account on the OpenAI platform and generating an API key. To set up your API access and authentication credentials for a successful ChatGPT for Salesforce integration, follow the steps below. Treat your API key like a password to protect the security of your integration. Is Salesforce using OpenAI? While Salesforce enables customers to access it via its Einstein GPT suite of products, Salesforce Admins and Developers have also started integrating directly with OpenAI’s APIs and the many AppExchange apps. They are now embedding it into their offerings to deliver new AI-powered features. ChatGPT has shown the world the potential of AI beyond simple chatbots. Join Tectonic on the AI journey and learn about How to use ChatGPT for Salesforce, Its use cases, Integration and how you can implement it in Salesforce. Salesforce’s new marketing message is AI + Data + CRM. It all adds up to customer magic. At the heart of this magic is Generative AI or GPT, not ChatGPT. Of course, AI advancements will mean very different things across the wide variety of Salesforce roles and day-to-day experiences. With more and more “GPT” tools being launched each week, how is the Salesforce community using the Chat variety in their day-to-day roles, and how do they see it evolving over the coming months and years? ChatGPT is nothing more than a chatbot, akin to Einstein bots. However, it’s a powerful one! Built on the OpenAI GPT-3.5 family of large language models and both supervised and reinforcement learning techniques, ChatGPT was trained on a vast amount of internet text with a cutoff in January 2022. It has been optimized for natural language processing tasks such as text generation, question answering, translation, and text classification. The technology behind ChatGPT is advanced and continues to evolve, relying on machine learning and deep learning techniques. 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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Salesforce Einstein Copilot

Salesforce Einstein Copilot – Spring ’24

Salesforce introduces the latest iteration of Einstein, introducing a Conversational AI Assistant to integrate seamlessly into every CRM application and enhance the overall customer experience. The new Einstein Copilot, powered by generative AI, is designed to boost productivity by seamlessly integrating into the workflow. Additionally, organizations can tailor Einstein Copilot to meet their specific business requirements using Einstein Copilot Studio. The inclusion of the Einstein Trust Layer ensures the protection of sensitive data while allowing companies to leverage their trusted data to enhance generative AI responses within the platform. The reality is every company will undergo an AI transformation to increase productivity, drive efficiency, and deliver incredible customer and employee experiences. With Einstein Copilot and Data Cloud we’re making it easy to create powerful AI assistants and infuse trusted AI into the flow of work across every job, business, and industry. In this new world, everyone can now be an Einstein. Marc Benioff, Chair and CEO, Salesforce Einstein Copilot is designed to generate reliable and precise recommendations and content for specific tasks such as constructing digital storefronts, crafting custom code, creating data visualizations, and guiding sales associates in closing deals efficiently. Grounded securely with customer data from Salesforce Data Cloud, encompassing customer data, enterprise content, telemetry data, Slack conversations, and other structured and unstructured data, Einstein Copilot ensures informed and accurate decision-making. In contrast to previous generative AI copilot solutions that operated as separate applications, Einstein Copilot is natively integrated within the world’s leading AI CRM. It taps into data from any Salesforce application, enhancing the generation of more accurate AI-powered recommendations and content. Employing natural language prompts, Einstein Copilot can perform various tasks in sales, service, marketing, commerce, development, Tableau, and industry-specific scenarios: Sales: Service: Marketing: Commerce: Developers: Tableau: Industry-specific: 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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Having An Effective AI Strategy

Having An Effective AI Strategy

It All Begins with Strategy A robust AI strategy is the cornerstone of successful AI implementation. It provides clarity on vision, purpose, short and long-term goals, and necessary steps for the entire organization. Rooted in data, this strategy should include measurable objectives and KPIs to foster seamless collaboration across teams. As with any strategic initiative, it starts with trustworthy data. Having An Effective AI Strategy. Keys to Having An Effective AI Strategy Prepare Your Data Define Business Goals Identify and Prioritize Use Cases Establish Data Governance Policies Check Your Technology Stack Emphasize Continuous Improvement Start Small 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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