, Author at gettectonic.com - Page 38
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

Read More
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

Read More
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

Read More
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

Read More
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

Read More
July 28, 2024in Google Analytics
Salesforce Model Tester
28Jul

Salesforce Model Tester

Salesforce is taking steps to ensure its AI models perform accurately, even with unexpected data. The company recently filed a patent for an “automated testing pipeline for neural network models.” This technology helps developers predict whether their AI models will maintain accuracy when dealing with “unseen queries,” using customer service bots as a primary example. Salesforce Model Tester Typically, developers test their AI models using a subset of the original training data. However, Salesforce notes that this approach may not be ideal for smaller datasets or when real-time data differs significantly from the training set. To address this, Salesforce’s system creates both easy and hard evaluation datasets from real-time customer data. The “hard” datasets contain queries significantly different from the training data, while the “easy” datasets are more similar. The system begins by passing customer data through a “dependency parser,” which filters out specific actions or verbs representing meaningful commands. Then, a pre-trained language model ranks the queries based on their similarity to the training data. A “bag of words” classifier removes queries that are too similar, ensuring the testing data is diverse. These curated datasets are used to evaluate the model’s performance. The pipeline also includes a “human-in-the-loop” feedback mechanism to notify developers when a model isn’t performing well, allowing for adjustments. Salesforce’s primary AI product, Einstein, enables customers to create generative AI experiences using their data. Unlike some companies that focus on building massive AI models, Salesforce aims to empower enterprise clients to develop their own models, according to Bob Rogers, Ph.D., co-founder of BeeKeeperAI and CEO of Oii.ai. This patent could enhance Salesforce’s offerings by ensuring the AI models built under its platform function as intended. “I think Salesforce wants Einstein to generate more leads and faster. And if that’s not happening, it could be a miss for Salesforce,” Rogers said. The patent’s emphasis on improving customer service chatbots suggests Salesforce is focusing on AI-driven customer interactions. This is in line with the company’s recent unveiling of its fully-autonomous Einstein Service Agent, highlighting where Salesforce believes the most traction for Einstein might be. Rogers noted that while creating tools for customers to build their own AI models is challenging, Salesforce’s approach stands out in a market dominated by companies like Google, Microsoft, and OpenAI, which offer ready-to-use AI services. “At the end of the day, most AI utilization is still people saying, ‘solve my problem for me,’” Rogers 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 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

Read More
July 28, 2024in Generative AI
Impact of Generative AI on Workforce
28Jul

Impact of Generative AI on Workforce

The Impact of Generative AI on the Future of Work Automation has long been a source of concern and hope for the future of work. Now, generative AI is the latest technology fueling both fear and optimism. AI’s Role in Job Augmentation and Replacement While AI is expected to enhance many jobs, there’s a growing argument that job augmentation for some might lead to job replacement for others. For instance, if AI makes a worker’s tasks ten times easier, the roles created to support that job could become redundant. A June 2023 McKinsey report highlighted that generative AI (GenAI) could automate 60% to 70% of employee workloads. In fact, AI has already begun replacing jobs, contributing to nearly 4,000 job cuts in May 2023 alone, according to Challenger, Gray & Christmas Inc. OpenAI, the creator of ChatGPT, estimates that 80% of the U.S. workforce could see at least 10% of their jobs impacted by large language models (LLMs). Examples of AI Job Replacement One notable example involves a writer at a tech startup who was let go without explanation, only to later discover references to her as “Olivia/ChatGPT” in internal communications. Managers had discussed how ChatGPT was a cheaper alternative to employing a writer. This scenario, while not officially confirmed, strongly suggested that AI had replaced her role. The Writers Guild of America also went on strike, seeking not only higher wages and more residuals from streaming platforms but also more regulation of AI. Research from the Frank Hawkins Kenan Institute of Private Enterprise indicates that GenAI might disproportionately affect women, with 79% of working women holding positions susceptible to automation compared to 58% of working men. Unlike past automation that typically targeted repetitive tasks, GenAI is different—it automates creative work such as writing, coding, and even music production. For example, Paul McCartney used AI to partially generate his late bandmate John Lennon’s voice to create a posthumous Beatles song. In this case, AI enhanced creativity, but the broader implications could be more complex. Other Impacts of AI on Jobs AI’s impact on jobs goes beyond replacement. Human-machine collaboration presents a more positive angle, where AI helps improve the work experience by automating repetitive tasks. This could lead to a rise in AI-related jobs and a growing demand for AI skills. AI systems require significant human feedback, particularly in training processes like reinforcement learning, where models are fine-tuned based on human input. A May 2023 paper also warned about the risk of “model collapse,” where LLMs deteriorate without continuous human data. However, there’s also the risk that AI collaboration could hinder productivity. For example, generative AI might produce an overabundance of low-quality content, forcing editors to spend more time refining it, which could deprioritize more original work. Jobs Most Affected by AI AI Legislation and Regulation Despite the rapid advancement of AI, comprehensive federal regulation in the U.S. remains elusive. However, several states have introduced or passed AI-focused laws, and New York City has enacted regulations for AI in recruitment. On the global stage, the European Union has introduced the AI Act, setting a common legal framework for AI. Meanwhile, U.S. leaders, including Senate Majority Leader Chuck Schumer, have begun outlining plans for AI regulation, emphasizing the need to protect workers, national security, and intellectual property. In October 2023, President Joe Biden signed an executive order on AI, aiming to protect consumer privacy, support workers, and advance equity and civil rights in the justice system. AI regulation is becoming increasingly urgent, and it’s a question of when, not if, comprehensive laws will be enacted. As AI continues to evolve, its impact on the workforce will be profound and multifaceted, requiring careful consideration and regulation to ensure it benefits society as a whole. 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

Read More
July 28, 2024in Generative AI
Google Says I'm Sorry
27Jul

Google Says I’m Sorry

Google Apologizes for Chrome Password Manager Bug Affecting Windows Users Google has issued an apology after a bug prevented many Windows users from accessing or saving their passwords through Chrome’s password manager. The issue, which began on July 24 and lasted for nearly 18 hours before being resolved on July 25, was attributed to “a change in product behavior without proper feature guard.” This explanation may sound familiar to those affected by recent disruptions in similar services. The bug affected Chrome users globally, rendering previously saved passwords invisible and preventing the storage of new passwords. Google clarified that the problem was limited to the M127 version of Chrome Browser on the Windows platform. Impact of the Bug on Users The exact number of users affected by this bug is challenging to determine. However, given that Chrome has over 3 billion users worldwide, with a significant portion using Windows, a considerable number were impacted. Google stated that 25% of users were subjected to the configuration change, equating to roughly 750 million people. Of these, around 2%, or approximately 15 million users, experienced the password manager issue. Resolution and Interim Measures Google provided an interim workaround that required users to start Chrome with the command line flag “–enable-features=SkipUndecryptablePasswords.” However, a more user-friendly fix has since been deployed, which simply requires users to restart their Chrome browser. Google thanked users for their patience and apologized for the inconvenience caused by the disruption. They advised users experiencing additional issues to contact Google Workspace Support. Using Google’s Chrome Password Manager To access Google’s Chrome password manager, users can go to the browser’s three-dot menu and select Passwords and Autofill, then Google Password Manager. Alternatively, the password manager Chrome app can be installed from the settings, allowing direct access from the Google apps menu. Users prompted to autofill a password can also select “manage passwords” to reach the manager. For those considering switching from a standalone password manager to Google’s service, the process is straightforward. Users can export passwords from their current manager in a .CSV file, ensuring it is correctly formatted. They can then import this file into Google’s system through passwords.google.com, choosing Settings|Import. After importing, users should delete the .CSV file to protect their data. While Google’s Chrome password manager is convenient, it may not offer the same level of security as dedicated password managers, which often include features like two-factor authentication, secure password generation, and more robust encryption methods. For instance, services like 1Password use end-to-end encryption, 256-bit AES encryption, and other advanced security features to protect user data. Recent Google Security Issues In addition to the Chrome password manager issue, Google has recently addressed another security lapse involving email verification for new Google Workspace accounts. According to cybersecurity reporter Brian Krebs, this flaw allowed bad actors to bypass email verification during account setup, potentially leading to impersonation attacks. Google fixed this vulnerability within 72 hours of it being reported, ensuring no domains previously associated with Workspace accounts were affected. 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

Read More
July 27, 2024in Salesforce
Standards in Healthcare Cybersecurity
27Jul

Standards in Healthcare Cybersecurity

The Change Healthcare cyberattack was a significant incident with widespread ramifications across the healthcare industry, with effects that are likely to persist for months or even longer. Standards in Healthcare Cybersecurity will change as a result. Since the ransomware attack on UnitedHealth Group’s (UHG) subsidiary, Change Healthcare, providers have faced financial and operational challenges due to disruptions in claims processing and other essential services. Change Healthcare, which processes 15 billion transactions annually and interacts with one in every three patient records in the U.S., is undergoing a complex and lengthy recovery process, with long-term implications for the industry. The attack was first reported on February 21st when Optum, another UHG subsidiary, alerted customers about the unavailability of some applications due to a cybersecurity issue. It was later confirmed that the BlackCat ransomware gang was responsible for the attack, which led to a $22 million ransom payment by UHG. The scale of the attack caused significant operational disruptions across the healthcare system, affecting entities ranging from large pharmacy chains to small, independently owned practices. In the weeks following the attack, UHG began restoring services, but the recovery process remains ongoing. UHG CEO Andrew Witty testified before Congress that the cybercriminals had gained access to Change Healthcare systems nine days before deploying the ransomware, using compromised credentials to access a Citrix portal without multi-factor authentication. The decision to pay the ransom was described as one of the hardest Witty has ever had to make. The incident has highlighted the vulnerabilities in healthcare cybersecurity, particularly for large organizations like UHG that handle vast amounts of sensitive data. It has also fueled the debate over whether ransomware payments should be made illegal, with arguments on both sides regarding the implications for victims and the broader cybersecurity landscape. The attack has prompted a strong response from industry groups and the federal government. The American Hospital Association (AHA) and the American Medical Association (AMA) have been vocal about the impact on providers, with the AHA calling it “the most significant and consequential cyberattack on the U.S. healthcare system in American history.” The federal government, through the Department of Health and Human Services (HHS), has provided guidance to Medicare providers and launched a formal investigation into the breach. As the healthcare industry continues to recover, the long-term impacts of the Change Healthcare cyberattack are expected to shape future cybersecurity strategies. The incident has underscored the importance of robust third-party risk management, the implementation of security measures like multi-factor authentication, and the potential need for more stringent regulatory standards in healthcare cybersecurity. The full extent of the breach, including the number of individuals affected, remains to be seen, but it is already clear that this event will have lasting repercussions for the industry. 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

Read More
July 27, 2024in Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Optimization
My Service Journey is Here
26Jul

My Service Journey is Here

Salesforce Launches My Service Journey: A New Product Discovery Tool for Customer Service Salesforce has introduced My Service Journey, its inaugural product discovery solution tailored for customer service. Currently in open beta, this tool assists users in exploring the features available in Service Cloud, ensuring that contact centers fully understand the resources at their disposal. This launch is noteworthy because discovering product capabilities within comprehensive platforms like Service Cloud can often be fragmented and challenging. While webinars, support documents, release notes, communities, and social media offer valuable insights, navigating 15 years’ worth of content to grasp the full extent of Service Cloud’s capabilities can be overwhelming. My Service Journey aims to streamline and personalize this discovery process, making it easier for users to find and utilize the features that matter most to them. Key Features of My Service Journey The Benefits and Future Plans for My Service Journey My Service Journey is designed to foster continuous innovation in contact centers, which is crucial as service leaders often struggle to advance transformation projects due to daily operational challenges. This tool provides a solid foundation for advancing transformation efforts, particularly for organizations using a comprehensive platform like Service Cloud. Currently, My Service Journey is available only in English and remains in beta, but Salesforce has ambitious plans for its future. According to Matt Kravitz, VP of Product Management at Salesforce: “We’re considering literal roadmaps based on specific business outcomes, with plans for a 20-step roadmap to guide users through different stages of adoption.” Salesforce also plans to introduce a generative conversational experience based on the solution’s one-pagers, allowing users to interactively query the tool for more information. Additional Service Cloud Innovations Alongside My Service Journey, Salesforce has launched two other noteworthy solutions for Service Cloud: Both the Service Innovations suite and the Business Rules Engine are available with a permissions set license for Salesforce Service Cloud. 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

Read More
July 26, 2024in Salesforce Service Cloud
Auto-Enablement of the new Maps experience in October
26Jul

Auto-Enablement of the new Maps experience in October

To ensure a smooth transition and enhance your experience in Salesforce Maps, the new features currently available in all environments will be auto-enabled in the Winter ’25 release this October. We encourage you to enable the new experience now and share your feedback to help us meet your needs and expectations. Instructions on activating the new experience can be found 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 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

Read More
July 26, 2024in Salesforce
UKI Trust in AI
26Jul

UKI Trust in AI

A recent study by Salesforce reveals that 67% of workers in the UKI Trust in AI to operate autonomously. Currently, AI handles almost half of their work tasks, reflecting a growing reliance on artificial intelligence. Despite a preference for AI-human collaboration, the data indicates a notable shift towards trusting AI to operate independently. Presently, workers trust AI to manage about 29% of their tasks. However, Senior Managers and Directors show greater confidence, using AI for 78% of their tasks, compared to 67% among general employees. UKI Trust in AI Only 7% of workers currently trust AI to function independently, with 14% predicting they will trust AI within three years, and 46% in over three years. The research also highlights a preference for human oversight in tasks such as onboarding, training, and data security. Paula Goldman, Salesforce’s Chief Ethical and Humane Use Officer, stated, “Workers are excited about an AI-powered future, and the research shows us that human engagement can help us get there. By empowering humans at the helm of today’s AI systems, we can build trust and drive adoption – enabling workers to unlock all that AI has to offer.” This comes as Kelly Thacker, Salesforce CMO and Global Senior Vice President of Product Marketing, emphasized the importance of trust when launching AI tools. Speaking to Mobile Marketing Magazine at the 2024 Salesforce World Tour in London, Thacker said, “Trust is a core value at Salesforce, especially with AI. We’ve been incorporating AI for over 12 years, and trust has always been integral.” 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

Read More
July 26, 2024in Salesforce
Salesforce Data Cloud Pioneer
25Jul

Salesforce Data Cloud Pioneer

While many organizations are still building their data platforms, Salesforce Data Cloud Pioneer has made a significant leap forward. By seamlessly incorporating metadata integration, Salesforce has transformed the modern data stack into a comprehensive application platform known as the Einstein 1 Platform. Led by Muralidhar Krishnaprasad, executive vice president of engineering at Salesforce, the Einstein 1 Platform is built on the company’s metadata framework. This platform harmonizes metadata and integrates it with AI and automation, marking a new era of data utilization. The Einstein 1 Platform: Innovations and Capabilities Salesforce’s goal with the Einstein 1 Platform is to empower all business users—salespeople, service engineers, marketers, and analysts—to access, use, and act on all their data, regardless of its location, according to Krishnaprasad. The open, extensible platform not only unlocks trapped data but also equips organizations with generative AI functionality, enabling personalized experiences for employees and customers. “Analytics is very important to know how your business is doing, but you also want to make sure all that data and insights are actionable,” Krishnaprasad said. “Our goal is to blend AI, automation, and analytics together, with the metadata layer being the secret sauce.” Salesforce Data Cloud Pioneer In a conversation with George Gilbert, senior analyst at theCUBE Research, Krishnaprasad discussed the platform’s metadata integration, open-API technology, and key features. They explored how its extensibility and interoperability enhance usability across various data formats and sources. Metadata Integration: Accommodating Any IT Environment The Einstein 1 Platform is built on Trino, the federated open-source query engine, and Spark for data processing. It offers a rich set of connectors and an open, extensible environment, enabling organizations to share data between warehouses, lake houses, and other systems. “We use a hyper-engine for sub-second response times in Tableau and other data explorations,” Krishnaprasad explained. “This in-memory overlap engine ensures efficient data processing.” The platform supports various machine learning options and allows users to integrate their own large language models. Whether using Salesforce Einstein, Databricks, Vertex, SageMaker, or other solutions, users can operate without copying data. The platform includes three levels of extensibility, enabling organizations to standardize and extend their customer journey models. Users can start with basic reference models, customize them, and then generate insights, including AI-driven insights. Finally, they can introduce their own functions or triggers to act on these insights. The platform continuously performs unification, allowing users to create different unified graphs based on their needs. “We’re a multimodal system, considering your entire customer journey,” Krishnaprasad said. “We provide flexibility at all levels of the stack to create the right experience for your business.” The Triad of AI, Automation, and Analytics The platform’s foundation ingests, harmonizes, and unifies data, resulting in a standardized metadata model that offers a 360-degree view of customer interactions. This approach unlocks siloed data, much of which is in unstructured forms like conversations, documents, emails, audio, and video. “What we’ve done with this customer 360-degree model is to use unified data to generate insights and make these accessible across application surfaces, enabling reactions to these insights,” Krishnaprasad said. “This unlocks a comprehensive customer journey.” For instance, when a customer views an ad and visits the website, salespeople know what they’re interested in, service personnel understand their concerns, and analysts have the information needed for business insights. These capabilities enhance customer engagement. “Couple this with generative AI, and we enable a lot of self-service,” Krishnaprasad added. “We aim to provide accurate answers, elevating data to create a unified model and powering a unified experience across the entire customer journey.” 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

Read More
July 25, 2024in Einstein 1 Platform, Generative AI, Salesforce Data Cloud, Salesforce Einstein
Implementing Salesforce Education Cloud
25Jul

Implementing Salesforce Education Cloud

Client OverviewThe client is a leading educational institution offering a wide array of programs, from undergraduate degrees to continuing education. With around 15,000 students and a global alumni network of over 50,000, they are dedicated to delivering a holistic educational experience while nurturing lifelong relationships with their alumni. ChallengesBefore implementing Salesforce Education Cloud, the client faced several large challenges: ObjectivesThe institution sought to achieve the following with Salesforce Education Cloud: Solution: Salesforce Education Expertise Strategy and Planning Design and Wireframing Development Testing Deployment Results: Before and After Aspect Before After Data Management Fragmented across multiple systems Centralized in Salesforce Education Cloud Communication Disjointed communication processes Streamlined internal and external channels Alumni Engagement Outdated tools for managing alumni relationships Modern tools for enhanced engagement Before and after Salesforce Education Cloud Quantifiable OutcomesWith Salesforce Education Cloud, the client achieved: Implementing Salesforce Education CloudBy implementing Salesforce Education Cloud, the Salesforce partner delivered a transformative solution that surpassed the institution’s objectives. The integration of centralized data, enhanced communication processes, and modern alumni management tools led to: These impressive results highlight Tectonic’s commitment to providing expert Salesforce solutions that aid education clients achieve their strategic goals. 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 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

Read More
July 25, 2024in Data, Salesforce Education Cloud, Salesforce Implementation Services

Subscribe to our mailing list. Join our mail list to receive our newsletter

We'll keep you up to date with our latest news, insights, free resources, and much more.
Don't worry, we won't spam you.
gettectonic.com