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Salesforce Text Messaging
12Aug

Salesforce Text Messaging

Salesforce Text Messaging: Boost Customer Engagement Directly from Your CRM In this insight, we’ll explore why Salesforce SMS is a powerful tool for your business, how to make your SMS campaigns stand out, and how to send messages through Salesforce with minimal technical complexity. Salesforce Text Messaging. What is Salesforce Text Messaging? Salesforce SMS is a feature that enables users to send SMS messages directly from Salesforce. By integrating SMS with Salesforce, businesses can communicate efficiently with their customers, enhancing engagement and streamlining operations. Benefits and Use Cases of Salesforce SMS Effective customer engagement is crucial for every business, and Salesforce SMS offers an efficient way to connect with your audience. Here are some of the top advantages: 1. Enhanced Customer Engagement SMS boasts a 99% open rate, making it one of the most effective communication channels. Salesforce SMS helps businesses: 2. Real-Time Communication Timely communication is essential in customer service. Salesforce SMS enables businesses to send relevant, real-time information such as: 3. Automation and Efficiency Salesforce SMS allows for automated messaging, saving time and reducing errors. Benefits include: 4. Personalized SMS Messaging Leverage customer data in Salesforce to create personalized, targeted messages that resonate with recipients. Use Salesforce SMS to: 5. Employee Ease of Use Integrating SMS into Salesforce means employees can manage communication through a familiar platform. Benefits include: Additional Advantages of SMS in Salesforce Best Practices for Salesforce SMS Campaigns To ensure successful SMS campaigns, follow these best practices: 1. Obtain Explicit Consent It’s important to get clear consent from customers before sending SMS messages. This builds trust and ensures compliance with regulations like TCPA in the U.S. and GDPR in the EU. 2. Make Opt-in Easy Simplify the process for customers to opt-in and clarify the types and frequency of messages they will receive. 3. Provide Opt-out Options Make it easy for customers to unsubscribe at any time to maintain trust. 4. Use Clear Calls to Action (CTA) Each SMS should guide the recipient on what to do next, using actionable language such as “Click here” or “Buy now” to prompt immediate responses. 5. Monitor and Analyze Performance Regularly assess the success of your campaigns by tracking key metrics like open rates and opt-outs. Use A/B testing to optimize performance and customer feedback to refine your approach. LINK Mobility Integration with Salesforce SMS LINK Mobility‘s SMS integration (one Salesforce SMS tool) enhances your Salesforce SMS campaigns with powerful features: Enhance Customer Engagement and Efficiency with Salesforce SMS Salesforce SMS enables businesses to engage customers in real-time, enhancing relationships and operational efficiency. Whether sending order updates, appointment reminders, or personalized promotions, Salesforce SMS creates a strong foundation for meaningful communication with your customer base. Need help with Salesforce SMS? If you’re looking for assistance in configuring SMS within Salesforce or need expert guidance, Tectonic is here to help you maximize the benefits of SMS integration for your business. Contact us 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 12, 2024in Data, Salesforce
Rubrick and Salesforce
11Aug

Rubrick and Salesforce

According to Gartner®, by 2028, 75% of enterprises will view the backup of SaaS applications as a critical necessity, up from just 15% in 2024. Salesforce, a key CRM tool for many of the world’s largest organizations, plays a pivotal role in driving business operations and accelerating revenue growth. Given its central role as the single source of truth for many financial applications, Salesforce users must safeguard against costly downtime caused by accidental errors or cyber events, which can have a cascading impact on interconnected systems. To support these organizations, Rubrik is launching Salesforce Data Protection. Rubrik’s Data Protection Capabilities The new Salesforce Data Protection solution by Rubrik leverages robust security features from Rubrik Security Cloud—a unified platform that integrates data protection across SaaS, cloud, and on-premises environments. This advanced offering builds on Rubrik’s existing data protection solutions for SaaS tools like M365 and Jira. Key Features of Rubrik’s Salesforce Data Protection: Rubrik’s Salesforce Data Protection is now available on the AppExchange and will be showcased at Dreamforce 2024, scheduled for September 17-19 in San Francisco. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 11, 2024in Salesforce
AI Strategy and Tectonic
11Aug

AI Strategy and Tectonic

AI Strategy and Tectonic Recent advancements in artificial intelligence (AI) have showcased the immense potential of this technology to transform both business and society. However, as organizations scale AI systems, they must ensure these systems are structured and governed responsibly to prevent bias and errors. The widespread use of AI can have significant implications, and without proper safeguards, businesses risk costly outcomes. As your organization leverages diverse datasets to apply machine learning and automate workflows, it’s critical to implement strong guardrails to maintain data quality, ensure compliance, and promote transparency within AI systems. Tectonic is here to help you implement AI responsibly, focusing on areas where it can quickly and ethically deliver real business benefits. Our comprehensive portfolio of enterprise-grade AI products and analytics solutions is designed to minimize the challenges of AI adoption, establish a solid data foundation, and optimize for positive outcomes while ensuring responsible AI use. Global enterprises turn to Tectonic as a trusted partner in their AI transformation journeys. As a leading AI consulting firm, we enhance the value of AI and cloud technologies in driving business transformation. By working with our own advanced AI technologies and an open ecosystem of partners, we deliver AI models on any cloud, all guided by the principles of ethics and trust. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 11, 2024in Artificial Intelligence, Data, Enterprise, Technology
AI Adoption Rates
11Aug

AI Adoption Rates

Businesses Eager to Embrace AI, Yet Concerned About Trust, Data, and Ethics in AI Adoption Rates As AI adoption rates are projected to surge, only 10% of people currently have full trust in AI for making informed decisions. According to Salesforce’s latest research, nearly half of customer service teams, over 40% of salespeople, and a third of marketers have fully integrated AI to enhance their work. However, 77% of business leaders express concerns about trusted data and ethics that could potentially stall their AI initiatives. The “Trends in AI for CRM” report highlights that companies fear missing out on the benefits of generative AI if the data supporting large language models (LLMs) is not based on their own reliable customer records. Additionally, respondents are worried about the lack of clear company policies governing the ethical use of AI and the complex landscape of LLM vendors, with 80% of companies currently using multiple models. Data Trust Issues Stymie AI Progress Despite expectations for a dramatic increase in AI adoption, only 10% of individuals fully trust AI to make informed decisions. The report reveals that 59% of organizations lack unified data strategies essential for ensuring AI reliability and accuracy. While 80% of employees using AI at work report increased productivity—a key driver for rapid AI adoption—only 21% of surveyed workers said their company has established clear policies on approved AI tools and use cases. Many employees, undeterred by the absence of formal policies, continue to use unapproved (55%) or explicitly banned (40%) tools. Furthermore, 69% of respondents noted that their employers have not provided training on AI usage. Critical Focus Areas: Trust, Data Security, and Transparency The report also underscores that 74% of the general public is concerned about the unethical use of AI. Companies that emphasize end-user control are better positioned to build customer trust in their AI strategies, with 56% of survey respondents expressing openness to AI under these conditions. Key factors for deepening trust in AI include increased visibility into AI use, human validation of outputs, and enhanced user control. “This is a pivotal moment as business leaders across various industries look to AI to drive growth, efficiency, and customer loyalty,” said Clara Shih, CEO of Salesforce AI. “Success with AI requires more than just deploying LLMs. It demands trusted data, user access control, vector search capabilities, audit trails, citations, data masking, low-code builders, and seamless UI integration to truly succeed,” Shih added. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 11, 2024in Generative AI
APIs and Software Development
11Aug

APIs and Software Development

The Role of APIs in Modern Software Development APIs (Application Programming Interfaces) are central to modern software development, enabling teams to integrate external features into their products, including advanced third-party AI systems. For instance, you can use an API to allow users to generate 3D models from prompts on MatchboxXR. The Rise of AI-Powered Applications Many startups focus exclusively on AI, but often they are essentially wrappers around existing technologies like ChatGPT. These applications provide specialized user interfaces for interacting with OpenAI’s GPT models rather than developing new AI from scratch. Some branding might make it seem like they’re creating groundbreaking technology, when in reality, they’re leveraging pre-built AI solutions. Solopreneur-Driven Wrappers Large Language Models (LLMs) enable individuals and small teams to create lightweight apps and websites with AI features quickly. A quick search on Reddit reveals numerous small-scale startups offering: Such features can often be built using ChatGPT or Gemini within minutes for free. Well-Funded Ventures Larger operations invest heavily in polished platforms but may allocate significant budgets to marketing and design. This raises questions about whether these ventures are also just sophisticated wrappers. Examples include: While these products offer interesting functionalities, they often rely on APIs to interact with LLMs, which brings its own set of challenges. The Impact of AI-First, API-Second Approaches Design Considerations Looking Ahead Developer Experience: As AI technologies like LLMs become mainstream, focusing on developer experience (DevEx) will be crucial. Good DevEx involves well-structured schemas, flexible functions, up-to-date documentation, and ample testing data. Future Trends: The future of AI will likely involve more integrations. Imagine: AI is powerful, but the real innovation lies in integrating hardware, data, and interactions 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 11, 2024in Salesforce
Licensing and Permitting with Salesforce Public Sector Solutions
11Aug

Licensing and Permitting with Salesforce Public Sector Solutions

Licensing, Permitting, and Inspections Inspections are a crucial part of the licensing and permitting process, whether they involve a new home, a business seeking to open, or a follow-up based on a public complaint. Licensing and Permitting with Salesforce Public Sector Solutions aids in the critical steps in the process. Inspections can also be used independently for other assessments related to regulatory requirements, safety, and auditing. Assignments Inspections can be assigned with just a few clicks. The application reviewer or inspection dispatcher can quickly designate an inspector and schedule the visit. Mobile Inspections Public Sector Mobile Inspection automatically notifies inspectors of their daily visit plans on their mobile devices. Inspectors can use filters to view other days or prioritize tasks based on urgency and status. Inspector Checklists Configurable inspection checklists help ensure that inspectors don’t miss any steps during their onsite visits, enhancing community safety and reducing the need for follow-up inspections. Assessment Indicators Inspectors document compliance or violations against regulatory codes using configurable fields. They can also upload files, videos, or pictures from their mobile devices to support their assessments. Regulatory Codes Inspectors can easily reference relevant regulatory codes to verify their assessments, ensuring accuracy and compliance. Digital Signatures Digital signatures are captured on-site, eliminating the need for additional paperwork and streamlining the inspection process. No more emails, stamps, or standing in line. Enforcement Compliance officers can follow up on violations and create enforcement actions to ensure that stakeholders address any oustanding issues. Unified View Government agencies can access a unified 360 degree view of all relevant information in one place, enabling them to track resolution progress and assess final compliance. Experience Portal Throughout the process, stakeholders can stay informed about the status of their inspection and communicate with agency employees to ask questions or provide updates. Salesforce Experience Cloud provides an easy to apply solution to a constituent portal. Licensing and Permitting with Salesforce Public Sector Solutions With Salesforce Licensing and Permitting you can download and install process libraries that contain components for automating licensing and permitting workflows saving more time.  Public Sector Solutions provides OmniScript flows and components that automate these licensing and permitting workflows. Some components are available directly in Public Sector Solutions; others are not built-in and require that you download them from GitHub. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 11, 2024in Public Sector Solutions, Salesforce Public Sector Solutions
AI All Grown Up
10Aug

Generative AI Tools

One of the most significant use cases for generative AI in business is customer service and support. Most of us have likely experienced the frustration of dealing with traditional automated systems. However, today’s advanced AI, powered by large language models and natural language chatbots, is rapidly improving these interactions. While many still prefer human agents for complex or sensitive issues, AI is proving highly capable of handling routine inquiries efficiently. Here’s an overview of some of the top AI-powered tools for automating customer service. Although the human element will always be essential in customer experience, these tools free up human agents from repetitive tasks, allowing them to focus on more complex challenges requiring empathy and creativity. Cognigy Cognigy is an AI platform designed to automate customer service voice and chat channels. It goes beyond simply reading FAQ responses by delivering personalized, context-sensitive answers in multiple languages. Cognigy’s AI Copilot feature enhances human contact center workers by offering real-time AI assistance during interactions, making both fully automated and human-augmented support possible. IBM WatsonX Assistant IBM’s WatsonX Assistant helps businesses create AI-powered personal assistants to streamline tasks, including customer support. With its drag-and-drop configuration, companies can set up seamless self-service experiences. The platform uses retrieval-augmented generation (RAG) to ensure that responses are accurate and up-to-date, continuously improving as it learns from customer interactions. Salesforce Einstein Service Cloud Einstein Service Cloud, part of the Salesforce platform, automates routine and complex customer service tasks. Its AI-powered Agentforce bots manage “low-touch” interactions, while “high-touch” cases are overseen by human agents supported by AI. Fully customizable, Einstein ensures that responses align with your brand’s tone and voice, all while leveraging enterprise data securely. Zendesk AI Zendesk, a leader in customer support, integrates generative AI to boost its service offerings. By using machine learning and natural language processing, Zendesk understands customer sentiment and intent, generates personalized responses, and automatically routes inquiries to the most suitable agent—be it human or machine. It also provides human agents with real-time guidance on resolving issues efficiently. Ada Ada is a conversational AI platform built for large-scale customer service automation. Its no-code interface allows businesses to create custom bots, reducing the cost of handling inquiries by up to 78% per ticket. By integrating domain-specific data, Ada helps improve both support efficiency and customer experience across omnichannel support environments. More AI Tools for Customer Service There are numerous other AI tools designed to enhance automated customer support: While AI tools are transforming customer service, the key lies in using them to complement human agents, allowing for a balance of efficiency and personalized care. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 10, 2024in AI Tools, Data, Enterprise, Generative AI, Salesforce, Salesforce Einstein
Small Language Models
10Aug

Small Language Models

Large language models (LLMs) like OpenAI’s GPT-4 have gained acclaim for their versatility across various tasks, but they come with significant resource demands. In response, the AI industry is shifting focus towards smaller, task-specific models designed to be more efficient. Microsoft, alongside other tech giants, is investing in these smaller models. Science often involves breaking complex systems down into their simplest forms to understand their behavior. This reductionist approach is now being applied to AI, with the goal of creating smaller models tailored for specific functions. Sébastien Bubeck, Microsoft’s VP of generative AI, highlights this trend: “You have this miraculous object, but what exactly was needed for this miracle to happen; what are the basic ingredients that are necessary?” In recent years, the proliferation of LLMs like ChatGPT, Gemini, and Claude has been remarkable. However, smaller language models (SLMs) are gaining traction as a more resource-efficient alternative. Despite their smaller size, SLMs promise substantial benefits to businesses. Microsoft introduced Phi-1 in June last year, a smaller model aimed at aiding Python coding. This was followed by Phi-2 and Phi-3, which, though larger than Phi-1, are still much smaller than leading LLMs. For comparison, Phi-3-medium has 14 billion parameters, while GPT-4 is estimated to have 1.76 trillion parameters—about 125 times more. Microsoft touts the Phi-3 models as “the most capable and cost-effective small language models available.” Microsoft’s shift towards SLMs reflects a belief that the dominance of a few large models will give way to a more diverse ecosystem of smaller, specialized models. For instance, an SLM designed specifically for analyzing consumer behavior might be more effective for targeted advertising than a broad, general-purpose model trained on the entire internet. SLMs excel in their focused training on specific domains. “The whole fine-tuning process … is highly specialized for specific use-cases,” explains Silvio Savarese, Chief Scientist at Salesforce, another company advancing SLMs. To illustrate, using a specialized screwdriver for a home repair project is more practical than a multifunction tool that’s more expensive and less focused. This trend towards SLMs reflects a broader shift in the AI industry from hype to practical application. As Brian Yamada of VLM notes, “As we move into the operationalization phase of this AI era, small will be the new big.” Smaller, specialized models or combinations of models will address specific needs, saving time and resources. Some voices express concern over the dominance of a few large models, with figures like Jack Dorsey advocating for a diverse marketplace of algorithms. Philippe Krakowski of IPG also worries that relying on the same models might stifle creativity. SLMs offer the advantage of lower costs, both in development and operation. Microsoft’s Bubeck emphasizes that SLMs are “several orders of magnitude cheaper” than larger models. Typically, SLMs operate with around three to four billion parameters, making them feasible for deployment on devices like smartphones. However, smaller models come with trade-offs. Fewer parameters mean reduced capabilities. “You have to find the right balance between the intelligence that you need versus the cost,” Bubeck acknowledges. Salesforce’s Savarese views SLMs as a step towards a new form of AI, characterized by “agents” capable of performing specific tasks and executing plans autonomously. This vision of AI agents goes beyond today’s chatbots, which can generate travel itineraries but not take action on your behalf. Salesforce recently introduced a 1 billion-parameter SLM that reportedly outperforms some LLMs on targeted tasks. Salesforce CEO Mark Benioff celebrated this advancement, proclaiming, “On-device agentic AI is here!” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 10, 2024in Generative AI
Chatbots in Healthcare
10Aug

Chatbots in Healthcare

Not all medical chatbots are created equal, as a recent JAMA Network Open study reveals. The study found that some chatbots are better at tailoring health information to patient health literacy than others. Chatbots in Healthcare may not be ready for prime time. The report compared the free and paid versions of ChatGPT, showing that while the paid version initially provided more readable health information, the difference was minimal once researchers asked the chatbots to explain things at a sixth-grade reading level. The findings suggest that both versions of ChatGPT could potentially widen health disparities in terms of information access and literacy. Chatbots like ChatGPT are becoming increasingly prominent in healthcare, showing potential in improving patient access to health information. However, their quality can vary. The study evaluated the free and paid versions of ChatGPT using the Flesch Reading Ease score for readability and the DISCERN instrument for consumer health information quality. Researchers tested both versions using the five most popular cancer-related queries from 2021 to 2023. They found that while the paid version had slightly higher readability scores (52.6) compared to the free version (62.48) on a 100-point scale, both scores were deemed suboptimal. The study revealed that prompting the free version of ChatGPT to explain concepts at a sixth-grade reading level improved its readability score to 71.55, outperforming the paid version under similar conditions. Even so, when both versions were asked to simplify answers to a sixth-grade reading level, the paid version scored slightly higher at 75.64. Despite these improvements, the overall readability of responses was still problematic. Without the simplification prompt, responses were roughly at a 12th-grade reading level. Even with the prompt, they remained closer to an eighth- or tenth-grade level, possibly due to chatbot confusion about the request. The study raises concerns about health equity. If the paid version of ChatGPT provides more accessible information, individuals with the means to purchase it might have a clear advantage. This disparity could exacerbate existing health inequities, especially for those using the free version. The researchers concluded that until chatbots consistently provide information at a lower reading level, clinicians should guide patients on how to effectively use these tools and encourage them to request information at simpler reading levels. Like Related Posts 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 Alphabet Soup of Cloud Terminology As with any technology, the cloud brings its own alphabet soup of terms. This insight will hopefully help you navigate Read more 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 Guide to Creating a Working Sales Plan Creating a sales plan is a pivotal step in reaching your revenue objectives. To ensure its longevity and adaptability to Read more

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August 10, 2024in Generative AI, Salesforce Health and Life Sciences Solutions, Salesforce Optimization
What is a CRM
09Aug

What is a CRM?

Ask ten small and midsize business (SMB) owners to define a customer relationship management (CRM) system, and you’ll likely receive ten different answers. For some, a CRM supports their sales process; for others, it measures sales or stores customer histories. However, the true value of a CRM lies beyond these basic functions, according to Adam Alfano, EVP of Small Business Sales at Salesforce. “Unlocking the real enterprise value comes when the CRM becomes a front office platform that leverages one of your business’s most valuable assets—your data,” Alfano explains. An effective CRM with comprehensive capabilities helps your front office team, those interacting directly with customers, serve clients more efficiently. It also aids sales teams in automating and refining their processes. By understanding the full potential of today’s CRM solutions, you can harness data to: These elements can lead to transformative results for your business. Here’s how: Building a Solid Data Foundation Most business leaders acknowledge the importance of data, but making meaningful use of it can be challenging. According to a global AWS survey, over half (53 percent) of SMBs are unsure what insights their data could reveal. A common problem is data siloing, where information is scattered across different platforms, making it difficult to gain a comprehensive view and derive actionable insights. The most valuable CRMs integrate back-office and front-office processes, providing a unified platform. Salesforce CRM, powered by Salesforce’s Data Cloud, connects all your CRM data and integrates other data sources, eliminating silos that hinder productivity and growth. “When all your data is centralized, your employees can deliver better customer experiences with a unified view of customers and business,” Alfano says. Quick Wins with AI A 2024 survey by Inc. and Salesforce reveals that 91 percent of CEOs are optimistic about AI’s potential. However, impactful AI applications don’t need to be complex or grand. Alfano suggests starting with simple AI applications to boost efficiency. “Successful companies often create a checklist of tasks they can automate,” Alfano notes. Identify friction points and repetitive tasks that can be automated. A robust CRM will include integrated AI to handle functions such as: By automating routine tasks, salespeople can focus on more strategic activities, like engaging with customers and having value-driven conversations. Salesforce’s Sales Cloud, for instance, features AI technology that includes predictive AI for accurate forecasting and recommendations on the “next best action” to close deals and build relationships. Partnering for Success The most successful CRM implementations involve stakeholders from across the organization, along with gathering feedback from employees and customers to refine processes and explore new use cases. Choosing a technology provider that acts as a true partner is also crucial. They should offer guidance on leveraging the platform to achieve your goals. With the right CRM, SMBs can operate more efficiently, boost sales, enhance customer and employee experiences, and compete effectively with larger enterprises. “You can accomplish more with fewer resources and scale your processes without needing a larger workforce,” Alfano explains. “SMBs are already demonstrating impressive competitive and operational capabilities, largely due to these advanced tools.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 9, 2024in Salesforce
Salesforce Enhances Nonprofit Cloud
09Aug

Salesforce Enhances Nonprofit Cloud

Salesforce Enhances Nonprofit Cloud with AI and Data Tools Salesforce has introduced new artificial intelligence (AI) and data capabilities to its Nonprofit Cloud, aimed at helping organizations boost efficiency, personalize donor engagement, and increase funding. Learn how Salesforce Enhances Nonprofit Cloud. Among the new features are AI tools that generate personalized gift proposals and concise summaries of program success, grant details, donor histories, and more. Additionally, Salesforce announced the launch of Data Cloud for Nonprofits, which unifies and harmonizes data to provide a comprehensive view of donors, volunteers, and program participants. Key new features include: “Every nonprofit strives to deliver the best experience for donors, volunteers, board members, staff, and, most importantly, the people and causes they serve. However, they often face the challenge of doing more with limited resources,” said Lori Freeman, Vice President and Global General Manager of Nonprofit at Salesforce. “With industry-specific AI and data tools, Salesforce empowers nonprofits to enhance productivity by augmenting staff with AI, use data more effectively to build deeper relationships with stakeholders, and ultimately raise the funds needed to fulfill their mission.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 9, 2024in Generative AI, Salesforce for Nonprofits, Salesforce Implementation Services, Salesforce Optimization
Einstein Chatbot
09Aug

Einstein Chatbot

Businesses have increasingly adopted “chatbots” to provide quick answers to customer queries outside regular business hours or to route customers to the appropriate department after answering preliminary questions. While these chatbots can be useful, they often fall short in delivering the same level of value as human interaction, sometimes leading to frustration. Today, chatbots are advancing significantly, with Salesforce’s Einstein Service Agent leading this evolution. This technology offers notable benefits but also presents challenges that businesses must address for effective implementation. Advantages of Einstein Service Agent Seamless Integration with Salesforce: Unlike standalone AI tools, Einstein Service Agent leverages comprehensive customer profiles, purchase histories, and previous interactions to offer personalized responses. Its integration within established Salesforce workflows allows for rapid deployment, reducing both time and cost associated with implementation. Experience has shown that selecting technologies with built-in CRM or ERP integration is a significant advantage over those requiring separate integration efforts. Built on Salesforce’s Trust Layer: Einstein Service Agent ensures secure handling of customer data, adhering to relevant regulations. This enhances trust among businesses and their customers, facilitating smoother adoption. GenAI Capabilities: The AI can manage complex, multi-step tasks like processing returns or refunds, and deliver tailored responses based on specific customer needs, enhancing the overall customer experience. Scalability Across Salesforce Clouds: Einstein Service Agent is adaptable to various business needs and can evolve as those needs change. Whether a company expands, introduces new services, or shifts its customer service strategy, the agent can be scaled and customized to maintain long-term value and utility. Challenges in Implementing AI Agents Data Quality and Integration: The effectiveness of AI tools relies heavily on the quality of the data they access. Incomplete, outdated, or poorly maintained data can lead to inaccurate or ineffective responses. To address this, businesses should prioritize data quality through regular audits and ensure comprehensive and up-to-date customer information. Change Management and Employee Training: The introduction of AI can lead to resistance from employees concerned about job displacement or unfamiliarity with new technology. Businesses should invest in change management strategies, including clear communication about AI as a complement to, not a replacement for, human agents. Training programs should focus on helping employees work alongside AI tools, enhancing skills where human judgment and empathy are crucial. Balancing Customer Service: Over-reliance on AI may diminish the personal touch essential in customer service. AI should handle straightforward and repetitive inquiries, while more complex or sensitive issues should be escalated to human agents who can provide personalized responses. Considerations for a Successful Deployment Customization and Flexibility: Tailoring the AI to fit unique processes and customer service requirements may require additional configuration or custom development to align with the company’s goals and service expectations. Ethical and Bias Concerns: AI systems can unintentionally perpetuate biases present in their training data, leading to unfair interactions. Businesses must actively identify and mitigate biases, ensuring that their AI operates fairly and equitably. This includes regularly reviewing training data for biases, implementing safeguards, and maintaining a commitment to ethical AI practices. Customer Acceptance and User Experience: Some customers may be hesitant to interact with AI or have negative perceptions of automated service. To improve acceptance, businesses should design user-friendly AI interactions, ensure transparency, and provide clear options for escalating issues to human agents. Einstein Chatbot Implementing AI agents like Salesforce’s Einstein Service Agent can significantly enhance customer service efficiency, personalization, and scalability. However, businesses must carefully navigate challenges related to data quality, change management, and maintaining trust. A thoughtful approach to AI deployment can transform customer service operations and drive business growth. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 9, 2024in Salesforce Einstein, Salesforce Marketing Automation
Salesforce Bulk API Mappings
09Aug

Salesforce Bulk API Mappings

Using Salesforce Bulk API and Bulk API 2.0 in Mappings and Mapping Tasks The Salesforce Bulk API and Bulk API 2.0 allow you to efficiently process and retrieve large datasets from Salesforce sources with minimal API calls. These APIs are particularly useful for handling extensive data loads in mappings and mapping tasks. Salesforce Bulk API The Salesforce Bulk API processes large volumes of data by dividing it into manageable batches. Key limitations to consider: Salesforce Bulk API 2.0 Bulk API 2.0 offers enhanced scalability and automation for even larger datasets: Recommendations for Bulk API 2.0 To take full advantage of Bulk API 2.0: By leveraging these APIs, you can seamlessly manage and process large-scale Salesforce data, optimizing performance and minimizing API call overhead. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 9, 2024in Data
Gearset Flow Navigator
09Aug

Gearset Flow Navigator

Salesforce Flow enables teams to create complex business automations with clicks, not code. This approach allows admins to manage more of the business logic, reducing the dependency on developers and increasing project velocity, thus delivering value to the business more quickly. However, deploying Salesforce Flows often poses significant challenges. In this article, we’ll explore why deploying Flows can be tricky and how Gearset Flow Navigator simplifies the process with visual comparison tools for easy, declarative deployments. Join us to learn about tackling Flow deployments. Challenges in Deploying Salesforce Flows Deploying Salesforce Flows can be complex, particularly when using change sets, due to several issues: While tools using the Metadata API offer an alternative, they typically represent Flows as XML, which has its drawbacks: A New Solution for Salesforce Flow Deployments Despite Flow Builder’s user-friendly design for no-code admins, deployment can still be a challenging and frustrating experience. This affects the entire team and the broader business. Gearset’s new Flow Navigator addresses these pain points with industry-first functionality designed to simplify Flow deployments. Key Features of Flow Navigator Visualize Differences in Flows Between Environments:Gearset’s Flow Navigator offers a visual interface to compare source and target environments, such as Salesforce orgs or Git branches. The tool highlights new or changed elements in the Flow, making it easy to identify changes. A sidebar provides a detailed breakdown of changes, allowing users to quickly spot any unintended modifications. Detailed Breakdown of Changes:Users can drill down into specific Flow elements to review changes in a simple, tabular format. This ensures that only the intended changes are deployed. Switch Versions with a Click:The tool allows users to compare different versions of a Flow, which is particularly useful if the latest version includes in-progress work that shouldn’t be deployed. Automatic Flow Activation:Gearset can automatically activate Flows post-deployment, eliminating the need for manual activation steps and reducing the chance of errors. Flow Deployments that Resemble Flow Builder:Flow Navigator provides a more familiar and accessible deployment experience for no-code developers, avoiding the complexity of XML. Gearset offers a 30-day trial, allowing users to explore the platform and its Flow Navigator feature at no cost. By addressing these common challenges, Gearset’s Flow Navigator ensures smoother and more reliable Flow deployments, enhancing the overall efficiency and productivity of teams working with Salesforce. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 9, 2024in Salesforce
Demandbase One for Sales iFrame
09Aug

Demandbase One for Sales iFrame

Understanding the Demandbase One for Sales iFrame in Salesforce The Demandbase One for Sales iFrame (formerly known as Sales Intelligence) allows sales teams to access deep, actionable insights directly within Salesforce. This feature provides account-level and people-level details, including engagement data, technographics, intent signals, and even relevant news, social media posts, and email communications. By offering this level of visibility, sales professionals can make informed decisions and take the most effective next steps on accounts. Key Points: Overview of the Demandbase One for Sales iFrame The iFrame is divided into several key sections: Account, People, Engagement, and Insights tabs. Each of these provides critical information to help you better understand and engage with the companies and people you’re researching. Account Tab People Tab Engagement Tab Final Notes: The Demandbase One for Sales iFrame is a powerful tool that provides a complete view of account activity, helping sales teams make informed decisions and drive results. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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August 9, 2024in Data

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