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Unified Knowledge for Service Agents
04May

Unified Knowledge for Service Agents

Salesforce has introduced a new intelligence source for service agents called Unified Knowledge. This solution aggregates information from third-party sources and integrates it into Salesforce, enhancing the customer data available in Data Cloud. Unified Knowledge Overview Enhanced Service with Unified Knowledge Unified Knowledge aggregates data from sources like SharePoint, Confluence, Google Drive, and brand websites, making it accessible within Salesforce Service Cloud. While Service Cloud has primarily utilized data from Data Cloud via Einstein for Service to assist service agents, Unified Knowledge expands this by including additional third-party information. Broader Integration Across Salesforce Although Service Cloud is a primary focus, Unified Knowledge will also integrate with Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud. This solution was developed in partnership with Zoomin Software. Technical Approach and Future Plans The initial version of Unified Knowledge does not utilize Data Cloud. Instead, it stores third-party knowledge in the KnowledgeArticle object on Core and uses Zoomin for integration. Salesforce plans to eventually transition this solution to Data Cloud for both storage and integration. This transition involves multiple dependencies and significant refactoring of the Knowledge product. For now, the current approach allows for quicker market entry. Once moved to Data Cloud, customers will need Data Cloud credits to use Unified Knowledge. Response by email from Salesforce: “The beta version of Unified Knowledge does not leverage Data Cloud. The third-party Knowledge is stored on Core in the KnowledgeArticle object, and Salesforce uses ZoomIn to integrate with third-party systems. Salesforce’s long-term vision is to move to Data Cloud — initially for the storage of third-party knowledge, and eventually for the connector/integration piece as well. This involves multiple dependencies on Data Cloud however and significant refactoring of the Knowledge product, so in order to get this solution to market more quickly, this initial version is built on Core. Once we move Unified Knowledge to Data Cloud, customers will have to purchase Data Cloud credits to use the product.” Benefits and Features of Unified Knowledge Unified Knowledge enhances the information available to service agents, potentially leading to better service experiences. Its generative AI capabilities include: By expanding the data available to service agents, Unified Knowledge aims to improve service quality and efficiency. 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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May 4, 2024in Generative AI, Salesforce Service Cloud, Unified Knowledge
Slack Fuels Productivity
04May

Slack Fuels Productivity

In today’s fast-paced marketing landscape, organizations are navigating a dynamic environment characterized by automation, advanced technology tools, and readily available data. These resources enable businesses to gain deeper insights into customer needs and engage with them effectively across various touchpoints. However, technological advancements, coupled with increasing acquisition costs, necessitate a reimagining of interactions both internally and with customers throughout the buyer journey. Slack Fuels Productivity of marketers worldwide. This insight addresses how. Enterprises leverage Slack to streamline their marketing efforts and accelerate time-to-market. By harnessing the power of Slack, Salesforce marketers enhance productivity and collaboration within their teams. According to Salesforce’s State of Marketing report, 90% of CMOs emphasize the importance of ongoing innovation to maintain competitiveness in the market. Slack empowers marketers in several ways: At Salesforce, marketing is a collaborative effort involving creative leads, field marketing managers, product marketers, and campaign specialists. From content creation to sales enablement and event planning, seamless cross-functional collaboration is essential for driving messaging and demand for the business. Slack serves as the intelligent productivity platform for unifying team members and accelerating work across the entire marketing organization. By leveraging automation and integrations, Salesforce marketers focus on strategic initiatives rather than daily tasks. Slack’s Workflow Builder enables teams to automate routine tasks, freeing up time for more impactful work. Moreover, channels in Slack serve as a central hub for aligning marketing teams, facilitating brainstorming, decision-making, and collaboration. Slack Fuels Productivity by connecting the teams and the processes. Slack’s upcoming AI features, including channel recaps and search answers, will further empower teams to make informed decisions efficiently. By centralizing knowledge and facilitating communication, Slack plays a pivotal role in driving alignment, improving productivity, and fostering stronger partnerships within the marketing ecosystem. Slack revolutionizes marketing operations by providing a platform for seamless collaboration, automation, and knowledge sharing. Salesforce’s use of Slack exemplifies how organizations can leverage intelligent productivity tools to stay agile, drive innovation, and achieve marketing success in today’s competitive landscape. 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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May 4, 2024in Mulesoft, Salesforce, Salesforce Slack
beyond inc leverages salesforce
03May

Salesforce Takes Beyond Inc Beyond Personalized Shopping Experiences

Beyond, Inc., the parent company of renowned e-commerce brands such as Bed Bath and Beyond, Overstock, and Zulily, has unveiled an expanded commitment to leveraging Salesforce’s cutting-edge data and marketing solutions. Beyond Inc leverages Salesforce is to foster customer loyalty and deliver deeply personalized shopping experiences across all its brand portfolios. Beyond will now utilize Salesforce Data Cloud, powered by the Einstein 1 Platform, to unify customer data across multiple brands and enterprise data systems. This unified data will provide invaluable insights into customer behavior, preferences, and engagement patterns across Beyond’s diverse brand ecosystem. Marcus Lemonis, Executive Chairman of the Beyond, Inc. Board of Directors, underscored the company’s commitment to revolutionizing its approach to customer data management, emphasizing the importance of adopting a profit-oriented mindset and investing in customers who demonstrate a propensity for repeat purchases and loyalty. Lemonis previously implemented Salesforce solutions at Camping World Holdings. Lemonis is also the host of CNBC’s The Profit. Beyond Inc Leverages Salesforce Carlisha Robinson, Chief Customer Officer at Beyond, hailed the collaboration with Salesforce as a pivotal moment ushering in a new era of growth for the company. She emphasized the pivotal role of digital technologies in driving Beyond’s growth agenda, highlighting the company’s strategic utilization of the Einstein 1 Platform to unlock the full potential of AI and data-driven insights. Through this expanded collaboration, Beyond aims to execute personalized journeys using Salesforce Marketing Cloud, thereby increasing customer loyalty and spend across its brands. Ariel Kelman, Chief Marketing Officer at Salesforce, lauded Beyond’s adoption of Salesforce’s AI, Data Cloud, and integration technologies as instrumental in fostering deeply engaging and personalized interactions with customers. Kelman emphasized that providing personalized experiences is paramount in today’s customer-connected world, and Beyond’s initiatives will help drive revenue growth and enhance customer relationships in a whole new way. 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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May 3, 2024in Einstein 1 Platform, Salesforce, Salesforce Data Cloud, Salesforce Marketing Cloud, Salesforce Optimization
Salesforce Data Cloud
03May

Tracking Money Flows with Data Cloud

In the digital era, banks face a significant challenge: obtaining a clear, reliable, and accurate understanding of their customers amidst a vast amount of fragmented data spread across different systems. Tracking Money Flows with Data Cloud. Despite the abundance of data, it often fails to provide a complete or accurate narrative. Simple questions like “Did a customer’s funds remain within the bank or exit entirely?” can be surprisingly challenging to answer due to this fragmented data. This disjointed view of customer behavior obstructs banks from leveraging valuable data to make informed decisions and enhance client engagement. Data Cloud and Data Strategy The solution lies not just in the data itself but in developing a robust strategy to consolidate customer data and make it actionable. By breaking down data silos and constructing comprehensive customer profiles, banks can unlock the true potential of their information. This leads to a deeper comprehension of their clients, enabling them to make intelligent decisions that drive engagement, predict customer needs, and manage attrition risks effectively. In today’s intricate economic landscape, this data-driven approach isn’t merely advantageous—it’s essential for banks to stay competitive and achieve sustained success. Tracking Money and Money Flows with Data Cloud Consider the case of William to illustrate the impact of data analytics. William, a sophisticated investor, continuously shifted his funds seeking the best returns. This presented a challenge for his bank, whose legacy systems were ill-equipped to track his dynamic financial activities effectively. The bank’s inability to follow William’s money hindered marketing and attrition management efforts. They needed to understand if funds were truly leaving the institution or just relocating within its ecosystem. The introduction of Data Cloud transformed the bank’s capabilities. By consolidating disparate data sources, they gained real-time insights into William’s financial activities, allowing them to understand his relationship with the bank better and make more reliable attrition predictions. Armed with this knowledge, the bank personalized their approach to William, showcasing tailored offerings aligned with his financial objectives. This personalized engagement transformed their relationship from transactional to collaborative, reducing attrition risk and maximizing mutual benefit. William’s case became a model for the bank, demonstrating the power of unifying data silos to understand customers’ financial behavior comprehensively. In today’s financial environment, overcoming fragmented data is paramount. Data Cloud offers a winning solution: Harnessing the abundance of data is crucial. By leveraging tools like Data Cloud, banks can unravel the mysteries of customer behavior and optimize their operations effectively. 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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May 3, 2024in Salesforce, Salesforce Data Cloud, Salesforce Financial Services Solutions, Salesforce Implementation Services
Slack Sales Elevate
02May

Slack Sales Elevate

Rochester Electronics, a prominent global semiconductor distributor and manufacturer, has long relied on various Salesforce solutions, including Slack and Sales Cloud. Recently, their sales team adopted Slack Sales Elevate, a dedicated sales workspace that seamlessly integrates Sales Cloud with Slack. This integration aims to enhance efficiency and collaboration among sales professionals by centralizing Salesforce insights and automating opportunity tasks. Significance: Previously, Rochester Electronics faced challenges such as administrative burdens, communication gaps, and the manual extraction of insights from Sales Cloud into disparate tools. These obstacles hindered effective collaboration on deals and the timely execution of opportunities. There was also a pressing need for sales leaders to gain real-time visibility into deal progress to drive customer success effectively. Impact: With the implementation of Sales Elevate, Rochester Electronics has transformed its sales operations: Overall, Sales Elevate has enabled Rochester Electronics to optimize sales processes, improve collaboration across teams, and enhance real-time visibility into deal progression, ultimately driving greater efficiency and customer satisfaction. Customer perspective: “Slack Sales Elevate is a game changer for our business and our customers. Our team is now able to work more collaboratively on opportunities and projects, increasing the speed of response, while also allowing me and other leaders to communicate greater efficiency and effectiveness,” said Colin Strother, Executive Vice President, Rochester Electronics Slack Sales Elevate is a game changer for our business and our customers. Colin Strother, Executive Vice President, Rochester Electronics 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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May 2, 2024in Salesforce, Salesforce Slack
2024 Changes in Salesforce for Nonprofits
02May

2024 Changes in Salesforce for Nonprofits

The past year brought substantial changes to the Salesforce ecosystem for nonprofits,charities, and ngos. 2024 Changes in Salesforce for Nonprofits include a new cloud, new tools, and more. Whether you’re a casual observer or actively engaged in the nonprofit sector, staying current may feel challenging. As a Salesforce partner deeply involved in helping nonprofits navigate Salesforce, Tectonic provides insights into the current state of Salesforce for nonprofits across three key areas: Platform, Partners, and Community. Understanding the Platform Other Changes Understanding Your Partners Understanding the Community After a year of significant changes, navigating Salesforce for nonprofits has become a bit more complex. Despite these challenges, the ecosystem continues to offer vast possibilities for leveraging technology in service of nonprofit missions. Any content that you come across prior to March 2023 will be about the older generation of Salesforce nonprofit products. They may no longer be relevant. Tectonic is please to announce our Nonprofit Cloud Salesforce Implementation Solutions. 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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May 2, 2024in Salesforce, Salesforce for Nonprofits, Salesforce Tableau
Security Identity and Privacy Summer 24 Release Notes
02May

Internal Design System Architecture Updates Go Live in Summer 24

If you’re an admin of an org with an Experience Cloud site, Lightning pages, or both. Starting in Summer ’24, we’re modifying the design system architecture to support future product innovations. Internal Design System Architecture Updates Go Live in Summer 24. The changes Salesforce are making aren’t visible to most customers. If you customize the visual design of your pages or sites by using supported techniques, they expect these changes to have little to no impact on your customizations. However, if your org customizes Lightning pages or Experience Cloud sites by targeting Salesforce components and CSS styles that change with the architecture updates, some visual regressions are possible. These visual regressions can range from a UI component displaying a slightly different color to layout changes in your UI. For more details, review the SLDS Architecture Updates FAQs below. During the Summer ’24 Release Sandbox Preview on May 10, 2024, work with your site development team or Tectonic to review the user interface. If you notice visual regressions, refer to the SLDS Architecture Updates FAQs to learn how to update the customized CSS and resolve the regressions. Why take this action? If you customized Lightning pages or Experience Cloud sites by using unsupported techniques, visual regressions are possible. Internal Design System Architecture Updates Go Live in Summer 24 Starting with the Summer ‘24 Release, Salesforce is modifying the internal implementations of our Lightning components, Salesforce Lightning Design System (SLDS) styles, and custom properties to support future UI changes (safe harbor). These internal changes don’t cause visible UI changes for most customers. However, if you’ve used unsupported CSS overrides to customize an Experience Cloud site or Lightning pages, those customizations may lead to undesirable visual changes as we continue to update our architecture. Internal Design System Architecture Updates Go Live in Summer 24 Frequently Asked Questions: What is the Salesforce Lightning Design System? Why is Salesforce changing SLDS? How can the changes affect my Salesforce pages and sites? Where is it documented that overriding CSS to customize Salesforce components is not supported? What are the supported techniques for customizing the styling in my Lightning components? What are the unsupported techniques that might cause visual regressions? What visual regressions should I look for? What should I do if my site or page has visual regressions? Who can make the changes? What resources do you have to help resolve the CSS overrides? What if styling hooks are not available for the desired customization? Where can I get help for updating my customizations? Can I disable the SLDS architecture updates? What are the benefits of updating customizations? What is the impact if I don’t update the customizations? How can I prepare Experience Cloud sites for the SLDS architecture updates? 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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May 2, 2024in Salesforce, Salesforce Experience Cloud
Public Sector Einstein 1 for Service
01May

Public Sector Einstein 1 for Service

Salesforce, a prominent provider of cloud-based software solutions, has unveiled the introduction of Public Sector Einstein 1 for Service, a specialized software platform tailored explicitly for government employees. Salesforce is targeting governmental customer service improvements with the launch of the Public Sector Einstein 1 for Service. This latest offering, built on Salesforce’s Einstein 1 platform, integrates a variety of artificial intelligence-driven capabilities aimed at streamlining administrative tasks within the public sector. Public Sector Einstein 1 for Service.  Built on Salesforce’s Einstein 1 platform, the offering is designed to leverage data and automation to improve worker efficiency, reduce or eliminate repetitive tasks, and improve the ability of workers to interact with systems, data, and the people they serve.  Public Sector Einstein 1 for Service presents a suite of AI-powered features crafted to enhance efficiency and productivity for government entities. These encompass Caseworker Narrative Generation, utilizing generative AI to synthesize data summaries; Service Cloud Voice, enabling real-time transcription of conversations; and Einstein Activity Capture for Public Sector, facilitating documentation of case interactions through natural language processing. Additionally, the platform incorporates Data Cloud for Public Sector and Interaction Notes for Public Sector, providing comprehensive note-taking functionalities. Salesforce’s Executive Vice President and General Manager for the Public Sector, Nasi Jazayeri, underscored the significance of harnessing trusted AI to enhance operational effectiveness, data management, and service delivery for government agencies, empowering employees to better serve constituents. Having previously provided tools for other FEDramp-compliant products – including Field Service and Security Center – Salesforce’s newest solution utilizes trusted conversational and generative AI (GenAI) to improve agent efficiency. The solution also promises public sector organizations the ability to swiftly generate case reports, record real-time call transcriptions, and document and format case interactions—all through a single unified solution. Another key aspect of the tool is the inclusion of Salesforce’s Data Cloud system, which allows users to consolidate data from various sources – including benefits, education, and healthcare – into a standardized data model. Public Sector Einstein 1 for Service also includes Data Cloud, which is designed to capture, connect, and harmonize an organization’s entire corpus of data into a common data model. This can be used to create unified constituent profiles that serve as a single source of truth for the organization, enabling the organization to personalize outreach and interactions. A new feature being offered is Interaction Notes for Public Sector, which allows caseworkers to take detailed notes of their meetings and conversations with constituents or other case participants, specify the confidentiality level of the notes, add action items or next steps, and then search for and filter summaries to find notes from previous interactions, all in one place. This feature takes a common practice deployed at many public sector agencies and helps to organize information that can often be lost when managed through manual processes. Of course this also brings in the Salesforce Vector Database. In doing so, public service organizations are able to create specific profiles for their constituents and personalize their customer service offerings accordingly. If you have contemplated adding Salesforce Nonprofit Cloud, check out this new offering from Tectonic – Salesforce Imploementation Solutions. 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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May 1, 2024in Einstein 1 Platform, Salesforce, Salesforce Implementation Services, Salesforce Public Sector Solutions
AWS Salesforce
01May

AWS AppFabric Supports Salesforce

Today, AWS AppFabric announces support for three new data sources: Salesforce, Azure Monitor, and Google Analytics. Starting now, IT administrators and security analysts can use AppFabric to quickly integrate with 29 supported SaaS applications, aggregate enriched and normalized SaaS audit logs, and audit end-user access across their SaaS apps.  AWS AppFabric Supports Salesforce. AWS AppFabric quickly connects SaaS applications with security tools like Barracuda XDR, Dynatrace, Logz.io, Netskope, NetWitness, Rapid7, and Splunk, or data lakes like Amazon Security Lake. With AppFabric, IT and security teams can more easily manage and secure SaaS applications by aggregating and normalizing log data into a central repository, and employees can soon complete everyday tasks faster using generative artificial intelligence (AI). With today’s announcement, IT and security analysts can improve their SaaS security posture across 29 SaaS applications without managing application specific API integrations. AWS AppFabric is generally available in the following AWS Regions: US East (N. Virginia), Asia Pacific (Tokyo), and Europe (Ireland). AWS AppFabric Supports Salesforce What is AWS AppFabric? AppFabric quickly connects software-as-a-service (SaaS) applications across your organization. IT and security teams can then easily manage and secure applications using a standard schema, and employees can complete everyday tasks faster using generative artificial intelligence (AI). The core of the data fabric architecture is a data management platform that enables the full breadth of integrated data management capabilities including discovery, governance, curation, and orchestration . 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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May 1, 2024in Google Analytics, Salesforce, Salesforce Implementation Services

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