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Salesforce for Travel, Transportation, and Hospitality

Hotel Salesforce CRM for Hospitality

Salesforce offers hospitality professionals the tools to address marketing, sales, and customer support needs through the Marketing, Service, and Sales Cloud. Hotel Salesforce CRM for Hospitality. Customer Relationship Management (CRM) software tailored for hotels assists in engaging guests, managing reservations, coordinating projects, and streamlining communications. Hotel CRM software simplifies operations within the hospitality sector. Salesforce for Hospitality Customer Experience In the travel industry, particularly in hotels, customer experience reigns supreme. Hotels serve as temporary homes for guests, making their experience pivotal in determining future patronage. However, with the surge in travel and advancements in technology, the demand for personalized experiences has escalated. Meeting these expectations is essential not only for standing out in a competitive market but also for maintaining a positive online reputation. As travel becomes more accessible and prices decrease, managing a large volume of customers while delivering personalized experiences presents a significant challenge. Hotels must deepen their understanding of customers to avoid losing them amid the crowd. This is where CRM comes into play. CRMs for Hospitality CRM entails managing customer expectations, interactions, and loyalty to provide the most personalized journey possible. Modern CRM solutions, often cloud-based and mobile-compatible, leverage AI and big data to comprehend customers better and deliver proactive solutions, ensuring timely and relevant interactions. Hotel CRMs are specifically designed to address the unique needs of the hospitality industry. They assist in monitoring online reviews and social media chatter, enabling prompt responses to maintain a positive online reputation. Quick problem-solving is crucial in hotels, and CRM tools streamline issue resolution by providing relevant customer information promptly. Moreover, hotel CRMs enhance guest experiences by facilitating personalized journeys from initial contact to post-stay interactions. Mobile access is essential for guests, and many CRM platforms offer tools for building mobile apps and portals to enhance convenience. Hotel Salesforce CRM for Hospitality Ultimately, CRM systems empower hotels to manage customer loyalty effectively, offering better communication, multi-channel advertising, and useful employee tools. For hotels seeking these benefits, choosing the right CRM is crucial. Salesforce stands out as a top platform for hotel CRM, providing comprehensive solutions to meet diverse industry needs. In today’s travel and hospitality industry, efficiency and exceptional guest experiences are paramount. To achieve this, companies must focus on automating routine tasks, unifying data, and leveraging AI for insights. Exceptional experiences remain the best way to attract and retain customers, driving efficient growth even in challenging times. If your hotel or hospitality destination is looking to increase guest satisfaction, contact Tectonic about Salesforce today. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Service and Generative AI

Embark on Your AI Journey

Everywhere you turn, there’s talk of Artificial Intelligence (AI)! Whether you’re just dipping your toes into the AI waters or steadily increasing your knowledge, one thing remains clear: AI is the future of work, and we’re here to guide you through mastering AI skills on Trailhead, Salesforce’s free online learning platform. Embark on Your AI Journey Amidst the buzz about how AI advancements will revolutionize our lives, it’s natural to harbor concerns about what the future holds or if your job might be at risk. However, the outlook is optimistic. Successful AI implementation means augmenting, not replacing, the human workforce. According to IDC, the Salesforce economy, fueled by AI, is projected to generate a net gain of $2.02 trillion in worldwide business revenues and create 11.6 million jobs globally between 2022 and 2028. AI is undoubtedly the future of work, and learning AI skills on Trailhead can empower you to thrive in this evolving landscape. Whether you’re interested in Machine Learning, Generative AI, Ethical AI Use, Data Management, Critical Thinking, or Problem-Solving, Trailhead offers comprehensive resources to equip you with the necessary expertise. Trailblazers who commit to mastering AI skills now will navigate the impending AI revolution with ease across various sectors and industries. Moreover, they’ll be well-positioned to seize the abundant opportunities AI brings. The potential applications of AI in the workplace are immense, with 60% of global workers expressing excitement about leveraging Generative AI for their roles. Imagine the productivity boost AI could provide by handling mundane tasks! Executives predict that 40% of workers will need to reskill in the next three years due to AI, yet 62% feel they lack the necessary AI skills. The challenge lies in discerning which tools and skills to prioritize. AI isn’t exclusive to developers or data scientists; it has implications for all business professionals. Salespeople can craft compelling prospecting emails, service reps can expedite issue resolution through case swarming, and marketers can craft personalized customer journeys—all with the aid of AI. AI is not someone else’s concern; it’s for anyone in business. Meet Einstein Copilot, your conversational AI assistant for CRM, revolutionizing productivity across your organization. As more companies recognize AI’s value, the demand for skilled professionals to implement AI-based systems is skyrocketing. However, the scarcity of experts presents an opportunity for individuals to upskill and position themselves as indispensable AI champions within their companies. Now is the time to embark on your AI journey. To help you navigate the complex AI landscape, we’ve identified five key areas of expertise sought after by employers: Regardless of your focus area, investing time in learning about AI promises substantial returns. By deepening your understanding of AI, you’re not only enhancing your value to your company but also future-proofing your career in an AI-driven world. Discover how Salesforce is revolutionizing business with generative AI technology, and explore the Salesforce AI Associate Certification to validate your foundational AI skills. Join the Be a Trailblazer with AI Skills Quest on Trailhead for a fun and engaging learning experience. Spread the word to your friends and colleagues—everyone can embark on their AI learning journey on Trailhead. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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LLM Knowledge Test

LLM Knowledge Test

Large Language Models. How much do you know about them? Take the LLM Knowledge Test to find out. Question 1Do you need to have a vector store for all your text-based LLM use cases? A. Yes B. No Correct Answer: B ExplanationA vector store is used to store the vector representation of a word or sentence. These vector representations capture the semantic meaning of the words or sentences and are used in various NLP tasks. However, not all text-based LLM use cases require a vector store. Some tasks, such as summarization, sentiment analysis, and translation, do not need context augmentation. Here is why: Question 2Which technique helps mitigate bias in prompt-based learning? A. Fine-tuning B. Data augmentation C. Prompt calibration D. Gradient clipping Correct Answer: C ExplanationPrompt calibration involves adjusting prompts to minimize bias in the generated outputs. Fine-tuning modifies the model itself, while data augmentation expands the training data. Gradient clipping prevents exploding gradients during training. Question 3Which of the following is NOT a technique specifically used for aligning Large Language Models (LLMs) with human values and preferences? A. RLHF B. Direct Preference Optimization C. Data Augmentation Correct Answer: C ExplanationData Augmentation is a general machine learning technique that involves expanding the training data with variations or modifications of existing data. While it can indirectly impact LLM alignment by influencing the model’s learning patterns, it’s not specifically designed for human value alignment. Incorrect Options: A) Reinforcement Learning from Human Feedback (RLHF) is a technique where human feedback is used to refine the LLM’s reward function, guiding it towards generating outputs that align with human preferences. B) Direct Preference Optimization (DPO) is another technique that directly compares different LLM outputs based on human preferences to guide the learning process. Question 4In Reinforcement Learning from Human Feedback (RLHF), what describes “reward hacking”? A. Optimizes for desired behavior B. Exploits reward function Correct Answer: B ExplanationReward hacking refers to a situation in RLHF where the agent discovers unintended loopholes or biases in the reward function to achieve high rewards without actually following the desired behavior. The agent essentially “games the system” to maximize its reward metric. Why Option A is Incorrect:While optimizing for the desired behavior is the intended outcome of RLHF, it doesn’t represent reward hacking. Option A describes a successful training process. In reward hacking, the agent deviates from the desired behavior and finds an unintended way to maximize the reward. Question 5Fine-tuning GenAI model for a task (e.g., Creative writing), which factor significantly impacts the model’s ability to adapt to the target task? A. Size of fine-tuning dataset B. Pre-trained model architecture Correct Answer: B ExplanationThe architecture of the pre-trained model acts as the foundation for fine-tuning. A complex and versatile architecture like those used in large models (e.g., GPT-3) allows for greater adaptation to diverse tasks. The size of the fine-tuning dataset plays a role, but it’s secondary. A well-architected pre-trained model can learn from a relatively small dataset and generalize effectively to the target task. Why A is Incorrect:While the size of the fine-tuning dataset can enhance performance, it’s not the most crucial factor. Even a massive dataset cannot compensate for limitations in the pre-trained model’s architecture. A well-designed pre-trained model can extract relevant patterns from a smaller dataset and outperform a less sophisticated model with a larger dataset. Question 6What does the self-attention mechanism in transformer architecture allow the model to do? A. Weigh word importance B. Predict next word C. Automatic summarization Correct Answer: A ExplanationThe self-attention mechanism in transformers acts as a spotlight, illuminating the relative importance of words within a sentence. In essence, self-attention allows transformers to dynamically adjust the focus based on the current word being processed. Words with higher similarity scores contribute more significantly, leading to a richer understanding of word importance and sentence structure. This empowers transformers for various NLP tasks that heavily rely on context-aware analysis. Incorrect Options: Question 7What is one advantage of using subword algorithms like BPE or WordPiece in Large Language Models (LLMs)? A. Limit vocabulary size B. Reduce amount of training data C. Make computationally efficient Correct Answer: A ExplanationLLMs deal with massive amounts of text, leading to a very large vocabulary if you consider every single word. Subword algorithms like Byte Pair Encoding (BPE) and WordPiece break down words into smaller meaningful units (subwords) which are then used as the vocabulary. This significantly reduces the vocabulary size while still capturing the meaning of most words, making the model more efficient to train and use. Incorrect Answer Explanations: Question 8Compared to Softmax, how does Adaptive Softmax speed up large language models? A. Sparse word reps B. Zipf’s law exploit C. Pre-trained embedding Correct Answer: B ExplanationStandard Softmax struggles with vast vocabularies, requiring expensive calculations for every word. Imagine a large language model predicting the next word in a sentence. Softmax multiplies massive matrices for each word in the vocabulary, leading to billions of operations! Adaptive Softmax leverages Zipf’s law (common words are frequent, rare words are infrequent) to group words by frequency. Frequent words get precise calculations in smaller groups, while rare words are grouped together for more efficient computations. This significantly reduces the cost of training large language models. Incorrect Answer Explanations: Question 9Which configuration parameter for inference can be adjusted to either increase or decrease randomness within the model output layer? A. Max new tokens B. Top-k sampling C. Temperature Correct Answer: C ExplanationDuring text generation, large language models (LLMs) rely on a softmax layer to assign probabilities to potential next words. Temperature acts as a key parameter influencing the randomness of these probability distributions. Why other options are incorrect: Question 10What transformer model uses masking & bi-directional context for masked token prediction? A. Autoencoder B. Autoregressive C. Sequence-to-sequence Correct Answer: A ExplanationAutoencoder models are pre-trained using masked language modeling. They use randomly masked tokens in the input sequence, and the pretraining objective is to predict the masked tokens to reconstruct the original sentence. Question 11What technique allows you to scale model

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Einstein Copilot for Tableau in Public Beta

Einstein Copilot for Tableau in Public Beta

Salesforce Introduces Einstein Copilot for Tableau in Public Beta In early April, Salesforce unveiled the public beta availability of Einstein Copilot for Tableau, an innovative AI-powered assistant aimed at assisting users across various roles and functions in exploring and interacting with data within Tableau. This groundbreaking tool enables deep dives into data by leveraging Tableau’s analytical engine through natural language queries, accessing data from spreadsheets, cloud and on-premises data warehouses, and Salesforce Data Cloud. The public release of Copilot for Tableau is anticipated to be widely available to customers by summer 2024. Key Features of Einstein Copilot for Tableau Einstein Copilot for Tableau offers several features tailored to enhance user experience and streamline data exploration: Recommended Questions: The assistant automatically analyzes data and suggests relevant questions, allowing users to interact with data effortlessly without the need for specialized data analysis skills. Conversational Data Exploration: Users can iterate and refine their data exploration process seamlessly while maintaining context, enabling them to ask follow-up questions and delve deeper into insights as if they were engaging in a conversation with their data. Guided Calculation Creation: Copilot guides users through the process of creating calculations and parsing information, simplifying complex tasks such as extracting specific data elements from text fields. Enhancing Accuracy and Trust To ensure accuracy and contextual relevance, Einstein Copilot for Tableau leverages trusted company data from Data Cloud, fostering trust among users by delivering precise and relevant outputs based on internal data sources. Future Outlook Salesforce’s approach to introducing generative AI assistants for specific product types and use cases underscores the importance of function-specific training to meet users’ specific needs. As the technology matures, vendors may transition from premium license fees to consumption-based models, reflecting the evolving landscape of AI assistant technology adoption. The rollout of Einstein Copilot for Tableau represents a significant step forward in making data analysis accessible to a broader audience, reinforcing Salesforce’s commitment to innovation and customer-centric solutions in the realm of AI-powered analytics. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce Einstein

Einstein Opportunity Scoring Explained

Utilize Artificial Intelligence to Optimize Opportunity Management: Einstein Opportunity Scoring Explained Let artificial intelligence (AI) empower you and your team to focus on the most promising opportunities and maximize deal closure rates. Each opportunity is assigned a score ranging from 1 to 99, providing valuable insights into its potential outcome. These scores are readily available on opportunity records and list views, ensuring easy access to critical information. Moreover, if you utilize Collaborative Forecasts, opportunity scores are also integrated into the forecasts page, enhancing visibility and forecasting accuracy. Einstein Opportunity Scoring is a versatile tool accessible to users with or without a Sales Cloud Einstein license. It provides a predictive assessment of the likelihood that an opportunity will result in a successful deal. For each opportunity score generated by Einstein, users gain visibility into the key factors influencing the score, both positively and negatively. In the Lightning Experience interface, opportunity scores are conveniently displayed on the compact layout of opportunity records or on the Details tab. Hovering over the score reveals a breakdown of the contributing factors, allowing users to understand why a particular score was assigned. For instance, a high score may indicate that the opportunity is progressing rapidly through the sales stages compared to others. For users navigating Salesforce Classic, the opportunity score is presented on the record detail of opportunity records, accompanied by the contributing factors. Customizing Opportunity Management with Opportunity Scores: Admins have the flexibility to incorporate the Opportunity Score field into various opportunity list views, empowering users to prioritize and manage opportunities effectively. In Lightning Experience, hovering over the score in list views provides insights into the factors influencing the score. However, in Salesforce Classic, users need to navigate to the opportunity record detail page to access this information. Furthermore, for organizations leveraging Collaborative Forecasts, admins can seamlessly integrate opportunity scores into the opportunity list on the forecasts page, enhancing forecasting accuracy and sales planning. Understanding Opportunity Score Criteria: The opportunity score is derived from a comprehensive analysis of various factors, including market demand, competitive landscape, potential return on investment, and resource requirements. By considering these criteria, Einstein Opportunity Scoring provides actionable insights to guide decision-making and resource allocation. Exploring Einstein Lead Scoring Criteria: In addition to opportunity scoring, Einstein offers lead scoring functionality to identify high-quality leads. By analyzing past leads, Einstein determines which current leads share similarities with those that have previously converted. Admins can customize lead scoring criteria by including or excluding specific lead fields based on their relevance to lead quality. Sales Cloud Einstein Scoring Hierarchy: Einstein Opportunity Scoring is part of Sales Cloud Einstein Scoring, which encompasses both opportunity and lead scoring capabilities. In this hierarchy, Einstein Lead Scoring falls under the broader umbrella of Salesforce’s Sales Cloud Einstein model. Together, these scoring mechanisms empower sales teams with predictive insights to optimize their sales processes and drive success. Einstein Opportunity Scoring equips sales professionals with predictive analytics to assess opportunity viability accurately. By leveraging AI-driven scoring, organizations can streamline opportunity management, prioritize resources effectively, and ultimately, enhance sales performance and revenue growth. Like1 Related Posts Salesforce Artificial Intelligence Is artificial intelligence integrated into Salesforce? Salesforce Einstein stands as an intelligent layer embedded within the Lightning Platform, bringing robust Read more Salesforce’s Quest for AI for the Masses The software engine, Optimus Prime (not to be confused with the Autobot leader), originated in a basement beneath a West Read more How Travel Companies Are Using Big Data and Analytics In today’s hyper-competitive business world, travel and hospitality consumers have more choices than ever before. With hundreds of hotel chains Read more Sales Cloud Einstein Forecasting Salesforce, the global leader in CRM, recently unveiled the next generation of Sales Cloud Einstein, Sales Cloud Einstein Forecasting, incorporating Read more

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Build a Culture of Data

Build a Culture of Data

What is a Data Culture? A Data Culture is the collective behaviors and beliefs of people who value, practice, and encourage the use of data to improve decision-making. As a result, data is woven into the operations, mindset, and identity of an organization. Why is a data culture important?  It enables more informed decision-making. With a data culture in place, decisions at all levels of the organization are based on data-driven insights rather than intuition or guesswork. This leads to more effective strategies and better outcomes. What is the difference in data culture and data strategy? Gartner defines data strategy as “a highly dynamic process employed to support the acquisition, organization, analysis, and delivery of data in support of business objectives.” In contrast, the culture around data comes together with data talent, data literacy, and data tools. Build a Culture of Data Building a data culture is crucial for companies to unlock valuable insights and make smarter, more strategic decisions. Here’s what leaders need to know to foster a data-driven environment: By following these steps and prioritizing the development of a data culture, leaders can empower their organizations to make informed decisions, drive growth, and stay ahead of the competition in today’s data-driven world. Data Maturity Understanding data maturity is crucial for organizations as it provides a framework for assessing their current state of data management and analytics capabilities. It serves as a tool to guide decision-making and prioritize initiatives aimed at advancing the organization’s data capabilities. By evaluating data maturity, organizations can identify gaps, set goals, and determine the necessary steps to progress along their data journey. Data maturity assessment typically involves evaluating various aspects of data management, including data governance, data quality, data infrastructure, analytics capabilities, and organizational culture around data. Based on the assessment, organizations can identify areas of strength and weakness and develop a roadmap for improvement. Furthermore, understanding data maturity enables organizations to track their progress over time. By periodically reassessing data maturity, organizations can measure how much they have advanced and identify areas that still require attention. This iterative process allows organizations to continuously improve their data capabilities and adapt to evolving business needs and technological advancements. In summary, understanding data maturity allows organizations to: Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce Generative AI

Is Slack Secure?

Slack and AI are here. Seems Promising, but Is Slack Secure? At Slack and Salesforce, trust is paramount. When it comes to AI, security is the top concern voiced by their customers. They are dedicated to developing AI products that are safe, responsible, and ethical. Their decision-making is guided by a set of product values aimed at upholding your trust. Is slack secure? You Maintain Control Over Your Data In a landscape where some companies view customer data as a commodity, Salesforce and Slack prioritize user safety and data privacy. Their new AI features are integrated within Slack’s secure infrastructure, ensuring that your data remains under your control. They neither sell, rent, nor utilize your information for commercial purposes because they firmly believe that your trust cannot be bought. Slack does not share customer data with large language model (LLM) providers nor utilize customer data to train LLMs. Slack AI operates on Slack’s infrastructure, adhering to the same stringent security practices and compliance standards expected from Slack itself. The entire ecosystem upholds a high level of security and compliance, including features like Enterprise Key Management, which empowers customers to manage their encryption keys independently. You Can Verify Results Tectonic recognizes that trust in technology hinges on its integrity. Slack AI features are designed to be transparent, allowing you to delve into the results and independently verify them. AI should complement, not replace, human judgment, and our aim is to provide tools that empower users to make informed decisions. Explore More AI Tools in Slack Today Slack’s AI capabilities are both subtle and powerful, complemented by a growing array of third-party AI apps vetted for reliability. One such app is Claude, a conversational chatbot from Anthropic available to Slack Enterprise Grid users. Claude functions as a knowledgeable personal assistant, adept at tasks like account planning, contract reviews, and strategy generation, all while maintaining privacy. Using Claude is straightforward; simply tag @Claude in channels or group messages to initiate tasks visible to your team. Additionally, Slack offers integration with other AI-powered apps such as Box, PagerDuty, Perplexity, and Notion, enhancing collaboration and efficiency. This Is Just the Beginning As Salesforce and Slack introduce user-friendly AI tools in Slack, they’re opening doors to limitless possibilities. Starting with robust features designed to simplify and streamline work processes, they plan to unveil more intelligent features aimed at helping teams maximize their organizational impact. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce donations platform

Salesforce Donations Platform

Achieve Success Now with Salesforce for Nonprofits and the Salesforce donations platform: “The ability to use Salesforce to gain a full view and understanding of the multiple ways that people come to us – that is what ultimately spoke to how we wanted to achieve our mission” Jeffrey Klein, COO How Nonprofits Harness Salesforce for Fundraising: Success Story: Atlanta Mission’s Digital Fundraising Transformation: Atlanta Mission, with over 80 years of experience in homelessness eradication, transformed its fundraising strategy: Embracing Salesforce for Nonprofits empowers organizations to navigate challenges, engage donors effectively, and drive impactful fundraising initiatives. The result has been savings of nearly $10,000 annually. “The tech stack that we’ve implemented through Salesforce has enabled us to know our donors better and to respond relationally to their concerns, needs, and interests. As a result, since the implementation of our new systems, we’ve seen revenue growth in our digital channels of 26% year over year.” James Barrell and Bonnie Beauchamp, Atlanta Mission team members Like2 Related Posts 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more How Travel Companies Are Using Big Data and Analytics In today’s hyper-competitive business world, travel and hospitality consumers have more choices than ever before. With hundreds of hotel chains Read more Integration of Salesforce Sales Cloud to Google Analytics 360 Announced In November 2017, Google unveiled a groundbreaking partnership with Salesforce, outlining their commitment to develop innovative integrations between Google Analytics Read more Best CPQ for Salesforce Many businesses, once they select the best Salesforce CPQ tool for their business, turn to an implementation partner like Tectonic Read more

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Ethical and Responsible AI

Ethical and Responsible AI

Responsible AI and ethical AI are closely connected, with each offering complementary yet distinct principles for the development and use of AI systems. Organizations that aim for success must integrate both frameworks, as they are mutually reinforcing. Responsible AI emphasizes accountability, transparency, and adherence to regulations. Ethical AI—sometimes called AI ethics—focuses on broader moral values like fairness, privacy, and societal impact. In recent discussions, the significance of both has come to the forefront, encouraging organizations to explore the unique advantages of integrating these frameworks. While Responsible AI provides the practical tools for implementation, ethical AI offers the guiding principles. Without clear ethical grounding, responsible AI initiatives can lack purpose, while ethical aspirations cannot be realized without concrete actions. Moreover, ethical AI concerns often shape the regulatory frameworks responsible AI must comply with, showing how deeply interwoven they are. By combining ethical and responsible AI, organizations can build systems that are not only compliant with legal requirements but also aligned with human values, minimizing potential harm. The Need for Ethical AI Ethical AI is about ensuring that AI systems adhere to values and moral expectations. These principles evolve over time and can vary by culture or region. Nonetheless, core principles—like fairness, transparency, and harm reduction—remain consistent across geographies. Many organizations have recognized the importance of ethical AI and have taken initial steps to create ethical frameworks. This is essential, as AI technologies have the potential to disrupt societal norms, potentially necessitating an updated social contract—the implicit understanding of how society functions. Ethical AI helps drive discussions about this evolving social contract, establishing boundaries for acceptable AI use. In fact, many ethical AI frameworks have influenced regulatory efforts, though some regulations are being developed alongside or ahead of these ethical standards. Shaping this landscape requires collaboration among diverse stakeholders: consumers, activists, researchers, lawmakers, and technologists. Power dynamics also play a role, with certain groups exerting more influence over how ethical AI takes shape. Ethical AI vs. Responsible AI Ethical AI is aspirational, considering AI’s long-term impact on society. Many ethical issues have emerged, especially with the rise of generative AI. For instance, machine learning bias—when AI outputs are skewed due to flawed or biased training data—can perpetuate inequalities in high-stakes areas like loan approvals or law enforcement. Other concerns, like AI hallucinations and deepfakes, further underscore the potential risks to human values like safety and equality. Responsible AI, on the other hand, bridges ethical concerns with business realities. It addresses issues like data security, transparency, and regulatory compliance. Responsible AI offers practical methods to embed ethical aspirations into each phase of the AI lifecycle—from development to deployment and beyond. The relationship between the two is akin to a company’s vision versus its operational strategy. Ethical AI defines the high-level values, while responsible AI offers the actionable steps needed to implement those values. Challenges in Practice For modern organizations, efficiency and consistency are key, and standardized processes are the norm. This applies to AI development as well. Ethical AI, while often discussed in the context of broader societal impacts, must be integrated into existing business processes through responsible AI frameworks. These frameworks often include user-friendly checklists, evaluation guides, and templates to help operationalize ethical principles across the organization. Implementing Responsible AI To fully embed ethical AI within responsible AI frameworks, organizations should focus on the following areas: By effectively combining ethical and responsible AI, organizations can create AI systems that are not only technically and legally sound but also morally aligned and socially responsible. Content edited October 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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Salesforce Success Story

Case Study: Manufacturing – Sales/ Service/Revenue/Commerce/Experience Clouds

After doing their initial Sales Cloud implementation and SAP integration over 12 years ago, this company was only leveraging Salesforce in a basic capacity, being a predominantly SAP and Microsoft shop. Fast forward to about a year ago, with a change in leadership, Salesforce became the desired platform to build and expand on. With the need to support multiple lines of business, provide more accurate forecasting and quoting and close the gap between sales and supply chain there was a lot to tackle both immediately and long term.

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Salesforce Success Story

Case Study: Grants Management-Public Sector Utility-Salesforce Public Sector Solutions and Experience Cloud

Leading provider of branded, designed solutions (laminate) for commercial and residential customers worldwide.  The company has been surfacing spaces for 110 years. Client struggled with no real ability to see a 360 degree view of the business.

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Salesforce's Get Ready for AI Report

Salesforce’s Get Ready for AI Report

Welcome to the future of business – Get Ready for AI is for analytics and data leaders. The tools for those who are interested in positioning themselves for AI success. From strategy to governance, you’ll learn what’s top-of-mind with other thought leaders, and see what actions you can take to be a more effective leader in a rapidly changing technology and business environment.  Salesforce’s Get Ready for AI Report This insight introduces four topics that are essential for data leaders beginning their AI journey: Access the full report here. Salesforce’s Get Ready for AI Report Data is at the center of any AI initiative, and organizations that are leading the way are focused on ensuring their data sources are current, authoritative, and complete. From talent, to strategy, to infrastructure, organizations that are prioritizing data across every business unit are ready to ride the AI wave. Positioning themselves for a significant competitive advantage over their peers. Salesforce’s Get Ready for AI Report As with any digital transformation, success depends on an enterprise-wide commitment. Data leaders are in a unique position to help guide their organizations through this transition, and achieve the benefits that AI can deliver. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Data Cloud and Snowflake Bidrectional Data Sharing

Data Cloud and Snowflake Bidrectional Data Sharing

Salesforce Data Cloud and Snowflake are excited to announce that bidirectional data sharing between Snowflake, the Data Cloud company, and Salesforce Data Cloud is now generally available. In September, we introduced the ability for organizations to leverage Salesforce data directly in Snowflake via zero-ETL data sharing, enabling unified customer and business data, accelerating decision-making, and streamlining business processes. Today, we’re thrilled to share that customers can now also share Snowflake data into the Salesforce Data Cloud, using the same zero-ETL innovation to reduce friction and quickly surface powerful insights across sales, service, marketing, and commerce applications. Data Cloud and Snowflake Bidrectional Data Sharing. Data Cloud and Snowflake Bidrectional Data Sharing Enterprises generate valuable customer data within Salesforce applications, while increasingly relying on Snowflake as their preferred data platform for storing, modeling, and analyzing their full data estate. This integration between Salesforce and Snowflake minimizes friction, data latency, scale limitations, and data engineering costs associated with using these two leading platforms. The Snowflake Marketplace also offers customers the opportunity to acquire new data sets to enhance or fill gaps in their existing business data, driving innovation. By combining enterprise data and third-party data from Snowflake Marketplace with valuable customer data from Salesforce applications, organizations can unify their data and build powerful AI solutions to surface rich insights, driving superior and differentiated customer experiences. “Zero-ETL data sharing between Salesforce Data Cloud and Snowflake is game-changing. It has opened up new frontiers of data collaboration. We’re excited to see how customers are powering their customer data analytics and developing innovative AI solutions with near real-time data from Salesforce and Snowflake, generating incredible business value. Now that this integration is generally available, this kind of innovation will be broadly accessible,” says Christian Kleinerman, SVP of Product, Snowflake. Power Personalized Experiences with Salesforce and Snowflake Data sharing between Salesforce Data Cloud and Snowflake brings together holistic insights, empowering multiple customer-facing departments within any organization to create a truly robust customer 360. As Snowflake’s Chief Marketing Officer, Denise Persson, often states, a true, enterprise-wide customer 360 is the beating heart of a modern, customer-facing organization. The applicability of this integration spans various industries and unlocks new growth opportunities. For example: The bidirectional integration enables data sharing across business systems, Salesforce clouds, and operational systems, facilitating data set analysis and future action planning. This brings actionable insights and drives actions, unleashing a new level of customer experience and business productivity. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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WhatsApp Integration Brings Service and Marketing Together

WhatsApp Integration Brings Service and Marketing Together

Salesforce has announced the general availability of Unified Conversations for WhatsApp, transforming one-way marketing promotions and service requests into dynamic, two-way conversations from a single WhatsApp number. WhatsApp Integration Brings Service and Marketing Together. Now, instead of managing separate threads for promotions and support, customers can receive personalized opt-in marketing promotions and individual support all within a single WhatsApp chat. This unified approach allows companies like Agibank to leverage Salesforce data from over 900 hubs within WhatsApp to deliver personalized loan proposals, resolve issues faster, and better support customers in a single conversation. Why It Matters A significant 79% of customers expect consistent interactions across departments, and 75% prefer to communicate with brands through messaging. However, businesses often fail to meet these expectations, with disconnected experiences being a top customer frustration. Salesforce Perspective “With over two billion people using WhatsApp, Salesforce’s Unified Conversations for WhatsApp enables brands to connect with customers in a unified, trusted manner,” said Steve Hammond, EVP and GM of Salesforce Marketing Cloud. “This helps brands break down internal barriers and build stronger relationships throughout the customer journey, ensuring personalized engagement at the right time and context.” Go Deeper Unified Conversations for WhatsApp is powered by Salesforce Data Cloud, allowing companies to consolidate data into Salesforce and create a unified customer profile. This shared profile provides marketers and service agents with the relevant context to deliver trusted experiences in a single chat thread. Innovation in Action Unified Conversations for WhatsApp combines marketing and service conversations, enabling: Customer Perspective Matheus Girardi, Chief Marketing and Customer Officer at Agibank, shared, “Our customers rely on WhatsApp to engage with us. Unifying our data in Salesforce for WhatsApp has improved our user experience by personalizing loan proposals, resolving concerns, and supporting customers. Salesforce’s previous integration with WhatsApp tripled our digital sales, and we are excited to do more.” Roberto Maia, Chief Information Officer at YDUQS, added, “WhatsApp is the preferred messaging app for our students across Brazil. We look forward to utilizing Unified Conversations to better engage and serve them and convert leads faster.” Availability Unified Conversations for WhatsApp is now generally available. More Information Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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