July, 2024 - gettectonic.com
AI Data Cloud and Integration
31Jul

AI Data Cloud and Integration

The enterprise has transitioned from merely speculating about artificial intelligence to actively implementing it. In doing so, companies must determine the optimal combination of ancillary technologies that, when strategically paired with AI, can drive relevant use cases and business outcomes. With AI Data Cloud and Integration, your data-driven decisions happen in real-time. Salesforce Inc. is leveraging a powerful trio — its Data Cloud, automation, and AI — to deliver what it considers transformative outcomes for organizations. “AI has such wonderful capability today from predictive to generative, [but] it’s not new to Salesforce,” said Param Kahlon, executive vice president and general manager at Salesforce. “Salesforce has been doing predictive AI for almost 10 years now. But what is great is that generative AI now gives the ability to process these large language models on large amounts of unstructured, semi-structured content to generate great content that can be used by salespeople to send relevant emails and marketing people to create personalized landing pages.” Kahlon spoke with theCUBE Research Senior Analyst George Gilbert during a recent “The Road to Intelligent Data Apps” podcast series. They discussed how Salesforce is revolutionizing business operations in the digital age by harnessing AI-driven insights, contextualizing data with the company’s Data Cloud, and enabling real-time actions. Gen AI and Data Cloud for Contextualization In today’s business environment, intelligence is the cornerstone of success. Salesforce’s AI platform empowers companies with predictive and generative AI capabilities, enabling them to make insightful decisions and craft personalized experiences for their customers. Businesses can now process vast amounts of unstructured data and generate compelling content. “For this AI to be meaningful and for companies to harness the full value of AI, you want to make sure that you’re grounding the data that’s being used to generate those predictions with some things that are relevant to the current business process, to the current transaction, to the current context of interaction you’re happening with the customer,” Kahlon said. Salesforce’s Data Cloud acts as the AI foundation, enriching existing data models with relevant contextual data tailored to the specific needs of each business and their interactions with customers. “When we talk to our large Salesforce customers, they all tell us that AI is really important for them,” Kahlon said. “That is something that they want to drive, but they’re also saying that the data for them is spread out across the enterprise. Some of them tell us that they have more than 900 different business systems in which data is stored, and they want the ability to bring that data together in a seamless way so it can be processed by AI through Data Cloud.” Automation and Integration for Real-Time Action The combination of AI and Data Cloud generates actionable insights, but these insights alone aren’t enough. Businesses need to act swiftly on these predictions, driving real-time actions to capitalize on opportunities. This is where integration and automation come into play, according to Kahlon. “[Customers are] essentially telling us that data is spread across the enterprise and they want the data in real time to be available to customers,” he said. “With MuleSoft and Salesforce integration capabilities, we’ve focused on the real-time nature of making sure that you can take real-time business transactions in the context of the process that is happening, and that’s what’s differentiated in our approach to making sure that we can collect the data in real time and make actions happen in real time.” Integration is the glue that brings together data from various sources, allowing AI to derive meaningful insights. Salesforce’s integration capabilities, powered by MuleSoft, focus on real-time data processing, ensuring that businesses can act on insights as they occur. This low-latency approach enables not only Salesforce applications but also other third-party applications to contribute to the data ecosystem, Kahlon explained. “We’ve got a very large North American airline that has built their entire customer experience, from booking an airline ticket to checking into your flight and ordering special meals for your flight, all of that on an API-based platform — and we’re able to process that scale of transactions,” he said. “As you get into AI, all of that becomes extremely relevant to drive that real-time throughput, and that’s where our customers are finding value in our technology.” When the customer experience is the driver, the experience is always stellar. 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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July 31, 2024in Generative AI, Mulesoft
Box and Slack AI Integration
31Jul

Box and Slack AI Integration

Box and Slack Enhance Collaboration with New AI Integration Box, Inc. (NYSE: BOX), the leader in Intelligent Content Cloud solutions, and Slack, a Salesforce company (NYSE: CRM), have announced an expanded partnership that integrates Box AI into Slack, aiming to transform how organizations collaborate. Starting today, customers can leverage unlimited Box AI queries directly within Slack, enabling them to extract critical insights and streamline workflows seamlessly within their existing work environment. Key Features of the Enhanced Integration: Pricing and Availability Unlimited end-user queries in the Box AI for Slack integration are available now for all Slack customers with Box Enterprise Plus plans. The additional integration features are also available immediately for all Box and Slack customers. Customers can add the Box for Slack integration from the Slack App Directory. Quotes from Leadership: Aaron Levie, Co-Founder and CEO of Box, stated, “Enterprises recognize AI’s potential to unlock valuable insights from their content. With thousands of customers already using Box and Slack together, this expanded partnership brings a new level of AI-driven efficiency. Whether working on presentations, contracts, or spreadsheets, you can now leverage Box AI to gain insights directly within Slack.” Denise Dresser, CEO of Slack, added, “Slack’s integration with Box allows companies to intelligently surface insights from critical business content right where their work happens. This partnership exemplifies how Slack can serve as an AI-powered work operating system for the future of work.” Real-World Applications of Box AI in Slack: About Box Box (NYSE: BOX) is the Intelligent Content Cloud, providing a single platform that fuels collaboration, manages the entire content lifecycle, secures critical content, and transforms business workflows with enterprise AI. Founded in 2005, Box simplifies work for leading global organizations, including AstraZeneca, JLL, Morgan Stanley, and Nationwide. Headquartered in Redwood City, CA, Box has offices across the United States, Europe, and Asia. Visit box.com to learn more. For information on how Box supports nonprofits, visit box.org. About Slack Slack is where work happens for millions every day, helping organizations in all industries move faster and achieve their missions. As an AI-powered work operating system, Slack centralizes conversations and collaboration, automates business processes, and delivers trusted generative AI that enhances productivity and drives real outcomes. As a Salesforce company, Slack integrates deeply with Salesforce solutions, bringing rich data and insights directly into the workflow, boosting sales, service, and marketing productivity. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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July 31, 2024in Generative AI
Salesforce Campaign Flows
30Jul

Salesforce Campaign Flows: A New Era of Automation

Salesforce’s Flow has long been a powerful automation tool, democratizing access to sophisticated automation for non-coders. It also drives the automation behind Marketing Cloud Growth Edition, including email dispatch. Salesforce Campaign Flows mark a significant step toward making automation more accessible for marketers. For the first time, Salesforce introduces what are termed “non-admin flows,” which offer a streamlined interface for managing Flow automation without dealing with complex nodes and elements. This marks a significant development, as no other Salesforce products currently feature this simplified approach. Marketers now have direct access to Flow’s capabilities. Introduction to Salesforce Campaign Flows Campaign Flows in Salesforce provide a user-friendly interface for setting up email content, applying actions to records triggered by events, and more. This functionality closely parallels tools like Engagement Studio in Account Engagement and Journey Builder in Marketing Cloud. However, the timeline for incorporating features such as Journey Builder’s goals and exit criteria into Campaign Flows remains undisclosed. Flow now supports shorter wait periods, a sought-after feature for orchestrating marketing journeys more effectively. Branching logic with Decision elements allows users to create “yes/no” paths based on lead or contact criteria, adding flexibility to the marketing automation process. Types of Campaign Flows Currently, there are two types of Campaign Flows: Segment-triggered Flows and Form-triggered Flows. The key differences between these Campaign Flows and traditional Salesforce Flows include: Available Elements Campaign Flows are a simplified version of Salesforce Flows, with some elements unavailable in this reduced interface. Key elements such as Wait and Decision elements are included, which are essential for marketing use cases. The following table compares available elements: Element Name Salesforce Flow Segment-triggered Flows Form-triggered Flows Action ✅ ❌ ❌ Add Prompt Instructions ✅ ❌ ❌ Apex Action ✅ ❌ ❌ Assignment ✅ ✅ ✅ Collection Filter ✅ ✅ ✅ Collection Sort ✅ ✅ ✅ Create Records ✅ ✅ ✅ Custom Error ✅ ❌ ❌ Decision ✅ ✅ ✅ Delete Records ✅ ✅ ✅ Email Alert ✅ ❌ ❌ Get Records ✅ ✅ ✅ Loop ✅ ✅ ✅ Recommendation Assignment ✅ ❌ ❌ Screen ✅ ❌ ❌ Send Email Message * ✅ ❌ Send SMS Message * ✅ ❌ Start ✅ ✅ ✅ Subflow ✅ ❌ ❌ Transform ✅ ❌ ❌ Update Records ✅ ✅ ❌ Wait ✅ ✅ ✅ Wait Until Event * ✅ ✅ *Only with Marketing Cloud Growth Wait vs. Wait Until Event Elements The “Wait” element allows for fixed pauses, such as waiting for three days. The “Wait Until Event” element, available in Marketing Cloud Growth, holds Leads/Contacts until a specified event makes them eligible to proceed. This mirrors functionality found in Engagement Studio. User Access and Capabilities In Marketing Cloud Growth, Campaign Flow sharing is set to private by default, with visibility influenced by associated records, sharing rules, and manual sharing settings. This means Campaign Flows are generally private unless additional sharing rules are established. Creating and Editing Campaign Flows Campaign Flows in Marketing Cloud Growth have a simplified user interface compared to Salesforce’s traditional flows. Summary The introduction of non-admin flows in Salesforce marks a significant step toward making automation more accessible for marketers. These simplified interfaces enable the creation of effective marketing campaigns while maintaining the option to integrate with more complex flows in Marketing Cloud Growth Edition. Future developments will likely expand the use cases and capabilities of these streamlined flows. 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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July 30, 2024in Marketing Automation

Winter 25

The Salesforce Winter ’25 release is coming soon. Use your sandbox to get early access to new features and test your configurations before the production upgrade. Here’s how: If you still have questions about your sandbox options for Winter ’25, open a support case via Salesforce Help. The sandbox preview window for Winter ’25 begins August 30, 2024. You must have an active sandbox on a preview instance by August 29, 2024 (the day before sandbox preview) to take advantage of the preview. Here’s how… First, decide whether you want to: After you decide:  Usually, no action is required because your sandbox is already on a preview instance.   How Does The Sandbox Preview Work? The sandbox preview is a 6-week window ahead of a major Salesforce release when all preview sandboxes are upgraded to the next major Salesforce release. It’s your first chance to test your configurations on the new release. Sandboxes are updated in groups based on the instance where they’re located. All sandboxes on a preview instance get upgraded together, and all sandboxes on non-preview instances remain on the current release. The only way to change the upgrade status of a sandbox is to move it to another instance by refreshing it. If you want to move it to a preview instance, you must do so before the cutoff date. Between now and August 29, 2024, we route all sandbox requests to preview instances. If your sandbox request is complete in time, we upgrade it to Winter ’25. On August 30, 2024, we reset all incomplete sandbox requests to a non-preview instance.  All pending and new sandbox requests are routed to non-preview instances until your production instance is upgraded to Winter ’25. We can create sandboxes only on the same major release version of Salesforce as production. For the Winter ’25 Release, we upgrade the preview instances to Winter ’25 on August 30 and August 31, 2024, and non-preview instances to Winter ’25 on October 11 and October 12, 2024. Follow the basic process below if you want your sandbox to participate in the Winter ’25 preview.  1. Find your sandbox details.In production, from Setup, in the Quick Find box, enter Sandbox, and then select Sandbox. Use the Release Type column to determine if your sandbox is on a preview or non-preview instance. You can also use the Sandbox Preview Guide to determine if each of your sandboxes is on a preview or non-preview instance. Enter your sandbox instance name(s). The guide tells you if it’s preview or non-preview and what to do to either move to the next release (Winter ’25) or stay on the current release (Summer ’24). You can also check multiple sandboxes and view the full list of preview and non-preview instances. 2. Understand the cutoff date. Every release, we give you a cutoff date for sandbox refresh completions, and usually, it’s the day before the preview starts. For Winter ’25, the cutoff date is August 29, 2024. Any sandbox created after the cutoff isn’t a preview sandbox. If you have a sandbox on a preview instance and refresh it after the cutoff, your sandbox is routed to a non-preview instance and reverts to Summer ’24. Resolution Should I Refresh my Sandbox? Here are the most common scenarios:   It’s important to plan ahead. The popularity of the sandbox preview program often means backlogs in sandbox create and refresh requests, especially closer to the cutoff date. Remember, if it’s a full sandbox it can take some time to copy. All incomplete sandboxes are reset to a non-preview instance before the sandbox preview starts on August 30, 2024, so we recommend that you request your sandbox at least a week before the deadline to improve your chances of getting a completed sandbox on a preview instance.  We aim to process each request on time, but we can’t guarantee the completion of your sandbox before the deadline.  I Want to Create a New Sandbox — What Are My Options? Create a new sandbox that goes to a preview instance and gets the Winter ’25 preview Create a new sandbox that goes to a non-preview instance and stays on Summer ’24 Submit your sandbox request well ahead of the 6:00 PM PT cutoff on August 29, 2024 (01:00 UTC on August 30, 2024) so that the sandbox copy is completed before the sandbox release.  Plan ahead. If you submit your request too close to the deadline and the copy isn’t completed, or if your request is after the deadline, your Sandbox is built on a non-preview instance. Wait to submit your request to create a sandbox until after 6:00 PM PT on August 29, 2024 (01:00 UTC on August 30, 2024). If you submit your request before then, your Sandbox can be built on a Preview Instance. I Have a Sandbox — What Are My Options? If the Release Type of your sandbox is: You want to try Winer ’25 in your sandbox You want the sandbox on Summer ’24 Preview No action needed. Your sandbox is already on a preview instance and gets upgraded to Winter ’25 on August 30, 2024. If you must refresh your sandbox for other reasons, do so well in advance of 6:00 PM PT on August 29, 2024 (01:00 UTC on August 30, 2024) to make sure that your sandbox is completed before the cutoff date.If you refresh your sandbox after the deadline or your sandbox isn’t completed in time, it is built on a non-preview instance. Refresh to a non-preview instance after the cutoff date to keep your sandbox on Summer ’24.To do so, wait to refresh after 6:00 PM PT on August 29, 2024 (01:00 UTC on August 30, 2024). If you refresh your sandbox sooner, it can be built on a Preview Instance.Refreshing a sandbox deletes it and recreates it as a new copy of production. Be sure to save any configurations or data unique to the sandbox elsewhere before refreshing it. Non-Preview Your sandbox is on a non-preview instance.  Refresh it between now and 6:00 PM PT on August 29, 2024 (01:00 UTC on August

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July 30, 2024in Salesforce
New Service Cloud Tools
30Jul

New Service Cloud Tools

Salesforce has unveiled new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, designed to help agents resolve customer cases faster and enable companies to scale their support operations efficiently. New Service Cloud Tools are here. Why It Matters: With 69% of agents reporting that balancing speed and quality is a challenge, and as the volume and complexity of cases increase, there is a growing need for tools that enhance efficiency without compromising service quality. Salesforce Service Cloud: Deliver Value Across Every Customer Touchpoint with Service Cloud Built on the Einstein 1 Platform. New Tools and Features: Service Cloud customers now have access to a suite of efficiency tools aimed at automating processes and identifying the best product capabilities to enhance service delivery. These new features allow customers to maximize their Service Cloud investment and improve their return on investment. Salesforce Perspective: Kishan Chetan, EVP & GM of Service Cloud, emphasized that the new efficiency tools help companies of all sizes increase service team productivity and better serve their customers. Industry Reaction: Rebecca Wettemann, CEO & Principal Analyst at Valoir, noted that these innovations offer service teams quick wins, enhancing operational efficiency and maximizing technology investments. Fast Facts: 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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July 30, 2024in Salesforce Service Cloud
360 SMS Salesforce Chatbot
30Jul

360 SMS Salesforce Chatbot

360 SMS Salesforce Chatbot vs. Traditional Customer Support: An Analysis In the evolving tech space of customer service, businesses continue to seek ways to enhance customer satisfaction while optimizing costs. One notable resource in recent years is the increasing reliance on chatbots, with the 360 SMS chatbot emerging as a powerful SMS tool for efficient customer support. But how does it measure up against traditional customer support methods? This comparative analysis explores the effectiveness and efficiency of the 360 SMS SFDC Chatbot in contrast to conventional approaches. Understanding Traditional Customer Support Traditional customer support involves human interaction where agents handle inquiries via phone calls, emails, or in-person interactions. These methods are valued for their personalized service and ability to handle complex queries effectively. However, they come with some challenges: Introducing the 360 SMS SFDC Chatbot The 360 SMS SFDC chatbot automates business conversations independently within Salesforce environments without extensive coding. This no-code solution integrates seamlessly with Salesforce, accessing customer data to provide personalized interactions and streamline customer support processes. Key Advantages of the 360 SMS Salesforce Chatbot: Traditional Customer Support: 360 SMS SFDC Chatbot: Traditional Customer Support: 360 SMS Chatbot: Traditional Customer Support: 360 SMS Salesforce Chatbot: Traditional Customer Support: 360 SMS Salesforce Chatbot: Traditional Customer Support: 360 SMS Salesforce Chatbot: Traditional Customer Support: 360 SMS Salesforce Chatbot: Traditional Customer Support: 360 SMS Salesforce Chatbot: While traditional customer support offers personalized service and handles complex queries effectively, the 360 SMS SFDC chatbot provides 24/7 availability, scalability, and cost-effectiveness. By combining both approaches, businesses can enhance customer experiences, optimize operational costs, and meet evolving market demands effectively. Embracing innovative solutions like the 360 SMS Salesforce chatbot is crucial for staying competitive, meeting customer expectations, and transforming organizational efficiency in today’s dynamic business environment. 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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July 30, 2024in Salesforce
Enhance Payer Patient Education
30Jul

Enhance Payer Patient Education

Data and Technology Strategies Enhance Payer Patient Education Analytics platforms, omnichannel engagement tools, telehealth, and other technological advancements have become essential in driving successful, enhanced payer patient education. Cathy Moffitt, MD, a pediatrician with 15 years of experience in the pediatric emergency department and now the senior vice president and Aetna chief medical officer at CVS Health, understands the critical role of patient education. “Education is empowerment. It is engagement. It is very critical to making patients more equipped to handle their healthcare journey,” Moffitt said in an episode of Healthcare Strategies. “Even overseeing a large payer like Aetna, I still believe tremendously in health education.” Enhance Payer Patient Education For large payers, effective patient education begins with data analytics and a deep understanding of their member population. Through data, payers can identify key insights, including when members are most receptive to educational materials. “People are more open to hear you and to be educated and empowered when they need help right then,” Moffitt explained. Timing is crucial—offering educational resources when they’re most relevant to a member’s immediate needs increases the likelihood that the information will be absorbed and acted upon. Aetna’s Next Best Action initiative, launched in 2018, exemplifies this approach. Through this program, Aetna employees reach out to members with specific conditions, offering guidance on the next best steps for managing their health. By providing education at a time when members are most open to it, the initiative ensures that patient education is both timely and impactful. In addition to timing, payer data can shape patient education by providing insights into a member’s demographics, including race, sexual orientation, gender identity, ethnicity, and location. Tailoring educational efforts to these factors ensures that communication is accessible and resonates with members. To better connect with a diverse member base, Aetna has integrated translator services into its customer support and trained representatives on sensitivity to sexual orientation and gender identity. Additionally, updating the provider directory to reflect demographic data is crucial. When members see providers who share their language, culture, and experiences, they are more likely to engage with and retain the educational materials provided. “Understanding, in a multicultural and multifactorial way, who our members are and trying to help understand what they need…as well as understanding both acute and chronic illness from an actionability standpoint, where we can best engage to good effect as we reach out to people—that’s the cornerstone of our intent and our philosophy around how we scrub data,” Moffitt shared. With over 20 years in the healthcare industry, both as a provider and now in a payer role, Moffitt has observed key trends and identified strengths and weaknesses in patient education efforts. She noted that the most successful patient education initiatives have been in mental health and preventive care, with technology playing a crucial role in both areas. Patient education has significantly reduced the stigma around mental healthcare and highlighted the importance of mental wellness. Telemedicine has vastly improved access to care, particularly in mental health, Moffitt noted. In preventive care, more people are now aware of the benefits of cancer screenings, vaccines, wellness visits, and other preventive measures. Moffitt suggested that the increased use of home health visits and retail clinics has contributed to these improvements, particularly among Aetna’s members. Looking ahead, Moffitt predicted that customized engagement is the next frontier for patient education. Members increasingly want educational materials delivered in a personalized and streamlined manner that suits their preferences. Omnichannel engagement solutions will be vital in meeting this demand. While significant progress has been made in enabling members to receive educational materials through various channels such as email, text, and phone calls, Moffitt anticipates even more advancements in the future. “I can’t tell you exactly where we’re going to be in 10 years because I wouldn’t have been able to tell you 10 years ago where we are now, but we will continue to respond and meet the demands with the technological commitments that we’re making,” Moffitt said. 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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July 30, 2024in Life Sciences Cloud, Public Sector Solutions, Salesforce Health and Life Sciences Solutions, Salesforce Implementation Services
Salesforce in Ecommerce
30Jul

Salesforce in Ecommerce

In Q2 2024, Salesforce Inc. filed 12 patents in the e-commerce sector, focusing on various innovative technologies. filed a patent for methods, systems, and computer program products that retrieve connection and membership information-these patents include methods for generating engagement recommendations for users in group-based communication platforms, techniques for generating user profile data based on user interactions, systems for recommending next actions based on behavior patterns, a recommendation service to boost historical electronic activity of products, and database systems that automatically generate records in a configurable and customizable manner. GlobalData’s comprehensive report on Salesforce provides an in-depth analysis of the company’s patenting strategy. You can purchase the report here. Despite these filings, Salesforce had no granted patents in e-commerce during Q2 2024. Recent Patent Salesforce in Ecommerce Application: Organizational Collaboration Connection Recommendations (Patent ID: US20240212005A1) Salesforce Inc. has filed a patent for methods, systems, and computer program products that retrieve connection and membership information of users in a group-based communication platform. This information is used to generate a graphical data structure comprising user nodes, communication channel nodes, group nodes, and edges representing the connections and memberships. Based on this data, the system creates engagement recommendations for users in one group to interact with users in another group. The method also includes generating communication connection strength values and group connection strength values to enhance the engagement recommendation process. The patent outlines a method for data processing that involves: The apparatus for data processing includes a processor, memory, and instructions to execute the method steps. Additionally, a non-transitory computer-readable medium is described, storing code for data processing with instructions for retrieving information, generating a graphical data structure, and providing engagement recommendations. The code also includes instructions for calculating communication and group connection strength values to improve engagement recommendations. 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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July 30, 2024in Salesforce Commerce Cloud, Salesforce Optimization
Cloud PBX
30Jul

Cloud PBX

The Clock is Ticking on the Big UK Traditional Telephony Switch-Off As the UK approaches the traditional telephony switch-off, millions of small businesses are prioritizing the digitization of their voice communications. The move to cloud-powered replacements – Cloud PBX – is not just about meeting the January 2027 deadline; it’s an opportunity to modernize and leverage the benefits of cloud-based communications. The switch-off represents a chance for businesses to embrace a mobile-first, omnichannel approach to communication, unifying voice, video, emails, messaging, webchat, and more. This integration empowers employees to work smarter and enhances the customer experience. For small businesses and their IT service provider partners, modernization depends on deploying feature-rich, affordable technology that simplifies complexity and delivers tangible efficiency gains. Choosing the right product and vendor is crucial. “Cloud-powered, unified communication is no longer just for larger enterprises; small businesses must also embrace transformational change to keep pace with modern work trends. What may seem like a major undertaking can be easier than they think,” says Arya Zhou, Head of Global Sales at Yeastar. Yeastar’s recently launched P520 IPPBX digitizes voice calling and seamlessly integrates it with video, messaging, and customer experience into one platform. Discover the Yeastar P520 The Yeastar P520, part of the P-Series Appliance Edition, supports up to 20 users and 10 concurrent calls. It combines a compact, lightweight hardware body with powerful software capabilities. It supports Yeastar’s Linkus UC Client for various platforms, integrates with Microsoft Teams, and provides comprehensive call analytics and graphical call reports to improve communication efficiency and productivity. The P520 offers advanced call center features, including: Additionally, it includes team chat with presence and file sharing, integrated lightweight video conferencing, PBX-native external contacts management, extension groups, and ready-made integrations with popular CRMs and helpdesks. All these features come with single-point configuration and enterprise-grade security. “The Yeastar P520 is ideal for smaller teams looking to enhance their communication infrastructure,” says Zhou. “It delivers advanced communication capabilities and improved productivity tailored for SMBs and startups, without high costs.” 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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July 30, 2024in Salesforce
Generative AI Replaces Legacy Systems
29Jul

Securing AI for Efficiency and Building Customer Trust

As businesses increasingly adopt AI to enhance automation, decision-making, customer support, and growth, they face crucial security and privacy considerations. The Salesforce Platform, with its integrated Einstein Trust Layer, enables organizations to leverage AI securely by ensuring robust data protection, privacy compliance, transparent AI functionality, strict access controls, and detailed audit trails. Why Secure AI Workflows Matter AI technology empowers systems to mimic human-like behaviors, such as learning and problem-solving, through advanced algorithms and large datasets that leverage machine learning. As the volume of data grows, securing sensitive information used in AI systems becomes more challenging. A recent Salesforce study found that 68% of Analytics and IT teams expect data volumes to increase over the next 12 months, underscoring the need for secure AI implementations. AI for Business: Predictive and Generative Models In business, AI depends on trusted data to provide actionable recommendations. Two primary types of AI models support various business functions: Addressing Key LLM Risks Salesforce’s Einstein Trust Layer addresses common risks associated with large language models (LLMs) and offers guidance for secure Generative AI deployment. This includes ensuring data security, managing access, and maintaining transparency and accountability in AI-driven decisions. Leveraging AI to Boost Efficiency Businesses gain a competitive edge with AI by improving efficiency and customer experience through: Four Strategies for Secure AI Implementation To ensure data protection in AI workflows, businesses should consider: The Einstein Trust Layer: Protecting AI-Driven Data The Einstein Trust Layer in Salesforce safeguards generative AI data by providing: Salesforce’s Einstein Trust Layer addresses the security and privacy challenges of adopting AI in business, offering reliable data security, privacy protection, transparent AI operations, and robust access controls. Through this secure approach, businesses can maximize AI benefits while safeguarding customer trust and meeting compliance requirements. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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July 29, 2024in Data, Generative AI, Laws, Salesforce, Technology
Managing Data Quality in an AI World
29Jul

Managing Data Quality in an AI World

Each year, Monte Carlo surveys real data professionals about the state of their data quality. This year, we turned our gaze to the shadow of AI—and the message was clear. Managing Data Quality in an AI World is getting harder. Data quality risks are evolving — and data quality management isn’t. Among the 200 data professionals polled about the state of enterprise AI, a staggering 91% said they were actively building AI applications, but two out of three admitted to not completely trusting the data these applications are built on. And “not completely” leaves a lot of room for error in the world of AI. Far from pushing the industry toward better habits and more trustworthy outputs, the introduction of GenAI seems to have exacerbated the scope and severity of data quality problems. The Core Issue Why is this happening, and what can we do about it? 2024 State of Reliable AI Survey The Wakefield Research survey, commissioned by Monte Carlo in April 2024, polled 200 data leaders and professionals. It comes as data teams grapple with the adoption of generative AI. The findings highlight several key statistics that indicate the current state of the AI race and professional sentiment about the technology: While AI is widely expected to be among the most transformative technological advancements of the last decade, these findings suggest a troubling disconnect between data teams and business stakeholders. More importantly, they suggest a risk of downward pressure toward AI initiatives without a clear understanding of the data and infrastructure that power them. Managing Data Quality in an AI World. The State of AI Infrastructure—and the Risks It’s Hiding Even before the advent of GenAI, organizations were dealing with exponentially greater volumes of data than in decades past. Since adopting GenAI programs, 91% of data leaders report that both applications and the number of critical data sources have increased even further, deepening the complexity and scale of their data estates in the process. There’s no clear solution for a successful enterprise AI architecture. Survey results reveal how data teams are approaching AI: As the complexity of AI’s architecture and the data that powers it continues to expand, one perennial problem is expanding with it: data quality issues. The Modern Data Quality Problem While data quality has always been a challenge for data teams, this year’s survey results suggest the introduction of GenAI has exacerbated both the scope and severity of the problem. More than half of respondents reported experiencing a data incident that cost their organization more than $100K. And we didn’t even ask how many they experienced. Previous surveys suggest an average of 67 data incidents per month of varying severity. This is a shocking figure when you consider that 70% of data leaders surveyed also reported that it takes longer than four hours to find a data incident—and at least another four hours to resolve it. Managing Data Quality in an AI World But the real deal breaker is this: even with 91% of teams reporting that their critical data sources are expanding, an alarming 54% of teams surveyed still rely on manual testing or have no initiative in place at all to address data quality in their AI. This anemic approach to data quality will have a demonstrable impact on enterprise AI applications and data products in the coming months—allowing more data incidents to slip through the cracks, multiplying hallucinations, diminishing the safety of outputs, and eroding confidence in both the AI and the companies that build them. Is Your Data AI-Ready? While a lot has certainly changed over the last 12 months, one thing remains absolutely clear: if AI is going to succeed, data quality needs to be front and center. “Data is the lifeblood of all AI — without secure, compliant, and reliable data, enterprise AI initiatives will fail before they get off the ground. The most advanced AI projects will prioritize data reliability at each stage of the model development life cycle, from ingestion in the database to fine-tuning or RAG.” Lior Solomon, VP of Data at Drata, The success of AI depends on the data—and the success of the data depends on your team’s ability to efficiently detect and resolve the data quality issues that impact it. By curating and pairing your own first-party context data with modern data quality management solutions like data observability, your team can mitigate the risks of building fast and deliver reliable business value for your stakeholders at every stage of your AI adventure. What can you do to improve data quality management in your organization? 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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July 29, 2024in Generative AI
ChatBots in Medical Diagnostics
28Jul

ChatBots in Medical Diagnostics

Researchers from the National Institutes of Health (NIH) have demonstrated that a multimodal AI can achieve high accuracy on a medical diagnostic quiz, yet struggles to describe medical images and explain the reasoning behind its answers. ChatBots in Medical Diagnostics may not be ready for prime time. To evaluate AI’s potential in clinical settings, the research team tasked Generative Pre-trained Transformer 4 with Vision (GPT-4V) with answering 207 questions from the New England Journal of Medicine (NEJM) Image Challenge. This challenge, designed to help healthcare professionals test their diagnostic abilities, prompts users to select a diagnosis from multiple-choice options after reviewing clinical images and a text-based description of patient symptoms. The researchers asked the AI to both answer the questions and provide a rationale for each answer, including a description of the image presented, a summary of current, relevant clinical knowledge, and step-by-step reasoning for how GPT-4V arrived at its answer. Nine clinicians from various specialties were also tasked with answering the same questions, first in a closed-book environment with no access to external resources, then in an open-book setting where they could refer to external sources. The research team then provided the clinicians with the correct answers and the AI’s responses, asking them to score GPT-4V’s ability to describe the images, summarize medical knowledge, and provide step-by-step reasoning. The analysis revealed that both clinicians and the AI scored highly in choosing the correct diagnosis. In closed-book settings, the AI outperformed the clinicians, whereas humans outperformed the model in open-book settings. Moreover, GPT-4V frequently made mistakes when explaining its reasoning and describing medical images, even in cases where it selected the correct answer. Despite the study’s small sample size, the researchers noted that their findings highlight how multimodal AI could be used to provide clinical decision support. “This technology has the potential to help clinicians augment their capabilities with data-driven insights that may lead to improved clinical decision-making,” said Zhiyong Lu, Ph.D., corresponding author of the study and senior investigator at NIH’s National Library of Medicine (NLM), in a press release. “Understanding the risks and limitations of this technology is essential to harnessing its potential in medicine.” However, the research team emphasized the importance of assessing AI-based clinical decision support tools. “Integration of AI into healthcare holds great promise as a tool to help medical professionals diagnose patients faster, allowing them to start treatment sooner,” explained Stephen Sherry, Ph.D., NLM acting director. “However, as this study shows, AI is not advanced enough yet to replace human experience, which is crucial for accurate diagnosis.” 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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July 28, 2024in Salesforce
Dynamically Assign Approvers
28Jul

Dynamically Assign Approvers

Dynamically Assign Approvers Based on Criteria You can configure approvers based on specific criteria or formulas. Dynamically Assign Approvers to save timeFor instance, if you want the approver to be the regional manager associated with a sales rep’s opportunity, the system will automatically update to reference the new manager if there’s a change. Required Editions to Dynamically Assign Approvers Setting Up Dynamic Approvers Important: Dynamic approvals require a single approver record and do not support delegated approvers. 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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July 28, 2024in Salesforce CPQ
Leeds and Other Heatmap Solutions
28Jul

Leeds and Other Heatmap Solutions

With over 80% of people shopping online – and the numbers are bound to rise – it’s important to know how your would-be customers behave on your website: where they click, how they scroll, and what motivates them to take specific actions. Heatmap analytics does it, allowing you to dominate CRO and UX through effective behavior data interpretation. This insight will look at Leeds and Other Heatmap Solutions. Powered by heatmap software and heatmap tools, heatmap analytics can help you convert customers at scale by optimizing their on-site and mobile experience. Make no mistake: the quality of user behavior tracking can make a difference between a closed sale and a bounce. Leads Heatmap Software is an innovative tool that transforms complex lead data into easy-to-understand, color-coded heatmaps within Salesforce CRM. This solution uses advanced data visualization techniques, enabling users to quickly identify high-potential leads. Interactive Heatmaps Leverage dynamic, real-time heatmaps to visualize lead density and quality, making it easier to pinpoint high-potential areas. Real-Time Updates Stay up-to-date with the latest information as heatmaps automatically refresh with new leads or changes to existing data, ensuring you always have the most current view. Enhanced Analytics Dive deeper into lead behavior and trends with comprehensive analytics tools that provide detailed reports and predictive insights. Detailed Lead Profiles Access in-depth lead profiles directly from the heatmap, including contact details, engagement history, and quick shortcuts for a complete view of each lead. Online Chat Integration Interact with leads instantly using integrated online chat, facilitating immediate and personalized communication. All website pages have a purpose, whether that purpose is to drive further clicks, qualify visitors, provide a solution, or even a mix of all of those things. Heatmaps and recorded user sessions allow you to see if your page is serving that purpose or going against it. What Is a Heatmap? Generally speaking, heatmaps are graphical representations of data that highlight value with color. On a website heatmap, the most popular areas are showcased in red (hot) and the least popular are in blue (cold). The colors range on a scale from red to blue. Heatmaps are an excellent method of collecting user behavior data and converting it into a deep analysis of how visitors engage with your website pages. It can analyze: That information will help you identify user trends and key into what should be optimized to up engagement. Setting up website heatmapping software is a great start to refining your website design process and understanding your users. When to Use Heatmaps The truth is that heatmaps can actually be invaluable when testing and optimizing user experiences and conversion opportunities. There are many times you should be using them. Redesigning Your Website Updating, or even upgrading, your website isn’t just a task on your to do list. Careful thought, attention, and creativity should be put into the revamp if you want it to be worth the time and resources. Heatmaps can help with studying your current design to identify what your visitors are engaging with and what they’re ignoring. You’ll be tapped into what makes your visitors tick so that you can build a site meant specifically for your unique audience. Analyzing Webpage Conversions Trying to figure out why certain pages aren’t converting the way you thought they would? Use a heatmap. You’ll be able to identify exactly what’s attracting attention and deduce why. The same goes for buttons and pages that are showing a higher rate of conversion than anticipated. By keying into the design, copy, and other elements that are working for you, you’ll know exactly how to optimize your under-performing webpages. Testing New Updates As your business grows and you develop new ideas, naturally you’ll want to test them. A/B testing allows you to measure and analyze visitor response to a project or design, but you can take it a step further with heatmapping. Leverage the data graph by examining exactly what captures your visitors’ attention. At the end of the testing period, you may be able to pull designs or elements that received high levels of engagement from the page that didn’t perform as well into the successful one. How To Analyze Visually Using the color-coded visualizations, you can read your webpage for engagement levels and attention “hot spots.” Where the map reads red, that’s where visitors are showing the highest points of interactivity. Blue reflects low numbers. You can spot design issues or opportunities to move buttons, forms, and the like with a visual read. Data Points Reviewing raw data tables will give you more specific insights into your page’s performance. You can examine HTML elements and pixel locations of clicks to really understand what’s drawing people in. You can even filter your clicks and views in order of popularity with certain software. This takes the guessing out of your redesign and testing efforts. Tableau has instant, real-time reporting in place for users looking for actionable insights. With smart dashboards and a drag and drop interface, navigating the product is easy. Their cloud storage means omni-channel data access from anywhere. You can perform ad hoc analyses whenever it’s convenient for you. You can also share your reports with anyone to boost business impact. With built in A/B testing and consolidated heatmaps, Freshmarketer puts in the extra effort to plot out visitor interactions. Recorded in real time, you can analyze heatmaps based by device, which the software automatically detects. Offering scrollmaps and click maps, Freshmarketer strives to “go beyond traditional heatmaps.” Looker offers similar services to the other software options listed, but they also supply a unique security management feature to protect your data. Also partnered with Google Cloud, you’ll have access to reporting from anywhere in the world. Primarily a data analysis solution, you’ll have access to other data intelligence and visualization features as well. Hotjar is one of the most popular website analytics software suites, offering free heatmaps for desktop, mobile, and tablet within its basic subscription plan. You can create heatmaps and synergize them with other free features like user session recordings, surveys, and

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July 28, 2024in Google Analytics

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