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why join the salesforce trailblazers
30Apr

New Marketing Cloud Login

New login process for Salesforce Help On 5/3 Salesforce Help will support the Trailblazer account login for all Marketing Cloud customers. With this update, the current login experience for Marketing Cloud customers will be deprecated.  New Marketing Cloud Login The Trailblazer account unites your experience with SSO across more than 30 Salesforce digital properties. By logging into Salesforce Help with your Trailblazer account, you have a simplified way to create and manage open cases regardless of what Salesforce products you use. Follow these steps to prepare your Trailblazer account and log in to the Salesforce Help portal. This improved log in experience for Marketing Cloud users is a time saver you will really enjoy! From getting started to realizing value to resolving issues, Salesforce Help has the support resources you need to achieve success now. Trailblazer Account Setup for Salesforce Help Page Option 1: Use your Existing Trailblazer Account to Connect your Marketing Cloud accountIf you already use Salesforce Help for product support or Trailhead, you already have a Trailblazer profile, and there is no need to set up a new Trailblazer account. Option 2: Create a Trailblazer account using your Marketing Cloud accountIf you don’t have a Trailblazer account, you can create a Trailblazer account by using your Marketing Cloud account: Salesforce Help Portal Logging in to Salesforce Help using your Trailblazer accountSigning up or logging in to Trailblazer account with an email address means that you never set a password. Instead, you verify your identity with a single-use code sent to your email address. Let’s walk through the steps for using a single-use code. Notes: To keep your account secure, Trailblazer prompts you to verify any unverified email addresses or socials. If you see a prompt to verify them when logging in, or from your Trailblazer.me account settings page, there are some possible reasons. How to submit a Support Case on the Salesforce Help Portal Note: If you logged into Salesforce Help directly, you may be asked to manually input your Marketing Cloud account’s MID. Follow these steps to locate your Marketing Cloud account MID: Tip: If you navigate to Salesforce Help from within your Marketing Cloud account, your Marketing Cloud account MID will automatically be populated within the case submission form. 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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April 30, 2024in Salesforce
Why Use Marketing Cloud Mobile Connect
28Apr

Mobile Marketing Strategy

In today’s multitasking digital landscape, customers are constantly engaged in various activities like texting, searching with Google, browsing social media, and ordering lunch, all on the same screen. Their usage requires you to develop a Mobile Marketing Strategy. To effectively reach these customers, mobile marketing must seamlessly integrate into their current mobile experience. This requires a unified platform that aligns with their digital habits. According to the Insider Intelligence 2023 Research, email remains the most preferred communication method among customers, with a whopping 93% preference rate. However, customer preferences vary significantly across different channels, presenting a challenge for marketers who need to choose the right channels for each context. To deliver the best customer experience, marketers need to bring together multiple channels by adhering to changing data sources and evolving customer expectations. As data sources for targeting shift towards digital identities and declared preferences, marketers must adapt their strategies accordingly. Here are guiding principles for an effective mobile marketing strategy: Understanding Mobile Channels: Push Notifications: SMS Messaging: Chat Apps: Key Takeaways: 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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April 28, 2024in Marketing Automation, Salesforce, Salesforce Einstein, Salesforce Marketing Cloud, Salesforce Sales Cloud
Salesforce Summer 24 Sales Release Notes
25Apr

Salesforce Summer 24 Sales Release Notes

Changes are afoot for Salesforce Sales Cloud. Salesforce Summer 24 Sales Release Notes. Salesforce Summer 24 Sales Release Notes 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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April 25, 2024in Einstein Insights, Generative AI, Salesforce, Salesforce Development Services, Salesforce Sales Cloud
Salesforce Spiff Announced
25Apr

Salesforce Spiff Announced

Salesforce unveiled Salesforce Spiff yesterday, introducing incentive compensation management directly into the world’s leading AI CRM to automate commissions and boost seller motivation. With this enhancement, Sales Cloud now offers sellers and sales leaders a comprehensive growth platform covering the entire journey from pipeline development to paycheck delivery. Recently integrated into Salesforce’s ecosystem through acquisition, Spiff empowers organizations to increase revenue by aiding sales leaders in managing intricate incentive compensation plans and understanding the multiple factors influencing revenue performance. This product boasts an intuitive user interface, real-time visibility, transparency into critical financial data, comprehensive analytics and reporting capabilities, and seamless integration with other Salesforce applications. Significance of Salesforce Spiff: Many organizations struggle with setting accurate quotas for sales compensation programs, with 64% citing this as a major challenge. Incentive-based pay is a fundamental component of total compensation, with 90% of top-performing companies employing incentive programs to reward sales associates. Overcoming these hurdles is vital for optimizing sales performance and achieving organizational objectives. Additionally, incentive packages often vary by level and business objective, posing manual management challenges without compensation management technology. Innovative Features of Salesforce Spiff: Salesforce Spiff Commission Estimator: Sales reps can view estimated commissions and align them with business objectives while creating customer quotes in Sales Cloud. Salesforce Spiff Rep Dashboards & Mobile App: Real-time dashboards allow sales reps to track commission trajectories seamlessly within their workflows. Time-saving Tools for Commission Administrators: Salesforce Spiff Commission Designer: Employ a low-code commission builder to visualize the potential impact of various plan amendments. Salesforce Spiff Assistant: Leverage a conversational AI assistant to gain quick insights into sales plans, rules, and calculations. This tool provides logic, error, and filter explanations as well as formula optimization in natural language, simplifying plan building and management. Salesforce’s Perspective on Spiff: “Sales leaders understand the critical role of compensation in driving sales rep behavior. The challenge lies in aligning compensation plans with desired outcomes while navigating data across fragmented point solutions,” stated Ketan Karkhanis, EVP & GM of Sales Cloud. “Spiff bridges the gap between what sellers desire—transparent compensation—and what sales leaders seek—compensation planning integrated into CRM that aligns behaviors with strategic outcomes.” “One of our biggest challenges was engaging our sales reps with their compensation plans to motivate them to achieve their goals. Spiff has provided us with a platform to showcase our commitment to our culture and employees. Spiff has truly transformed our commission program,” Lindsey Sanford, Senior Director of Sales and Marketing at RadNet Availability: Salesforce Spiff will be accessible as an add-on for Sales Cloud customers in the upcoming months. Non-Salesforce customers can also purchase the product by visiting Salesforce.com/salesforcespiff. 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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April 25, 2024in Salesforce, Salesforce Sales Cloud
Salesforce Service Summer 24 Release Notes
24Apr

Salesforce Service Summer 24 Release Notes

Check out new features that enable customer service agents to work faster and more productively across customer service channels. Salesforce Service Summer 24 Release Notes. 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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April 24, 2024in Salesforce, Salesforce Einstein, Salesforce Service Cloud, Unified Knowledge
Generative AI Prompts with Retrieval Augmented Generation
21Apr

Generative AI Prompts with Retrieval Augmented Generation

By now, you’ve likely experimented with generative AI language models (LLMs) such as OpenAI’s ChatGPT or Google’s Gemini to aid in composing emails or crafting social media content. Yet, achieving optimal results can be challenging—particularly if you haven’t mastered the art and science of formulating effective prompts. Generative AI Prompts with Retrieval Augmented Generation. The effectiveness of an AI model hinges on its training data. To excel, it requires precise context and substantial factual information, rather than generic details. This is where Retrieval Augmented Generation (RAG) comes into play, enabling you to seamlessly integrate your most current and pertinent proprietary data directly into your LLM prompt. Here’s a closer look at how RAG operates and the benefits it can offer your business. Generative AI Prompts with Retrieval Augmented Generation Why RAG Matters: An AI model’s efficacy is determined by the quality of its training data. For optimal performance, it needs specific context and substantial factual information, not just generic data. An off-the-shelf LLM lacks the real-time updates and trustworthy access to proprietary data essential for precise responses. RAG addresses this gap by embedding up-to-date and pertinent proprietary data directly into LLM prompts, enhancing response accuracy. How RAG Works: RAG leverages powerful semantic search technologies within Salesforce to retrieve relevant information from internal data sources like emails, documents, and customer records. This retrieved data is then fed into a generative AI model (such as CodeT5 or Einstein Language), which uses its language understanding capabilities to craft a tailored response based on the retrieved facts and the specific context of the user’s query or task. Case Study: Algo Communications In 2023, Canada-based Algo Communications faced the challenge of rapidly onboarding customer service representatives (CSRs) to support its growth. Seeking a robust solution, the company turned to generative AI, adopting an LLM enhanced with RAG for training CSRs to accurately respond to complex customer inquiries. Algo integrated extensive unstructured data, including chat logs and email history, into its vector database, enhancing the effectiveness of RAG. Within just two months of adopting RAG, Algo’s CSRs exhibited greater confidence and efficiency in addressing inquiries, resulting in a 67% faster resolution of cases. Key Benefits of RAG for Algo Communications: Efficiency Improvement: RAG enabled CSRs to complete cases more quickly, allowing them to address new inquiries at an accelerated pace. Enhanced Onboarding: RAG reduced onboarding time by half, facilitating Algo’s rapid growth trajectory. Brand Consistency: RAG empowered CSRs to maintain the company’s brand identity and ethos while providing AI-assisted responses. Human-Centric Customer Interactions: RAG freed up CSRs to focus on adding a human touch to customer interactions, improving overall service quality and customer satisfaction. Retrieval Augmented Generation (RAG) enhances the capabilities of generative AI models by integrating current and relevant proprietary data directly into LLM prompts, resulting in more accurate and tailored responses. This technology not only improves efficiency and onboarding but also enables organizations to maintain brand consistency and deliver exceptional customer experiences. 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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April 21, 2024in Generative AI, Salesforce
Salesforce Slack and AI
18Apr

Salesforce Slack and AI

Salesforce, the customer relationship management software giant, has announced the availability of Slack AI to all paid Slack customers with expanded language support. Slack AI utilizes a company’s conversational data to assist end users and employees in quickly grasping processes and communications. It generates summaries and introduces new search capabilities based on the client company’s conversations. Slack, a workplace messaging and productivity app, was acquired by Salesforce for approximately $28 billion in 2021. It competes directly with Microsoft’s Teams and Google Chat. The Slack AI add-on is now available for all paid Slack plans (Pro and Business+) at $10 per user per month. It supports English, Spanish, and Japanese languages initially, with more languages coming soon. This development allows businesses of all sizes to leverage an intuitive AI experience seamlessly integrated with Slack, enhancing productivity within the platform. Previously, Slack AI was accessible only to large enterprises paying for Slack. The latest features of Slack AI include a recap feature providing daily morning digests with channel summaries, personalized search answers, and conversation summaries. According to internal analysis, customers using Slack AI in pilot programs are saving an average of 97 minutes per user each week by leveraging AI to find answers, distill knowledge, and generate ideas. One of Slack’s customers, Beyond Better Foods, a healthy dessert brand, uses Slack AI extensively for logistics planning. Their operations team benefits from enhanced search capabilities and channel recaps, saving time and improving focus. Andy Kung, Vice President of Operations at Beyond Better Foods, shared his experience: “When I need to get my CEO a fast answer at 2 pm on a Friday, I can use Slack AI’s search function. I’ve only been using Slack AI for about a month, but it’s already helped me quickly find answers countless times, and AI is saving me at least 30 minutes a day.” This announcement marks a significant step in making Slack AI accessible to a broader range of businesses, empowering them to work smarter and more efficiently within the Slack platform. 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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April 18, 2024in Salesforce, Salesforce Slack
Summer 24 Release Updates
18Apr

Summer 24 Release Flow Enhancements

Summer ’24 is approaching fast! Discover the latest enhancements in Flow Builder, such as the Automation App, Action Button (beta), and more. Dive into Be Release Ready for additional resources to help you prepare for Summer ’24. Curious to see these features in action? Join Salesforce product manager Sam Reynard and me as we showcase some of these capabilities live on the May 30 episode of “Automate This!” Summer 24 Release Flow Enhancements Screen Flows Summer ’24 introduces significant advancements in screen flow functionality, including the general availability (GA) of the Repeater component and the new Action Button, enabling dynamic and responsive screens. Create Multiple Records with Repeaters (GA) One of the most anticipated screen flow features is now generally available! With Repeaters, you can effortlessly create multiple records on a single screen. For instance, use a Repeater component to gather information about beneficiaries on an insurance policy. Users can add as many beneficiaries as needed during the flow execution. The Repeater component now supports most standard GA screen components as child components. Additionally, Repeaters offer features like conditional field visibility, input validation, and help text, providing enhanced flexibility and usability. Amplify Reactive Screens with Action Buttons (beta) Integrate an Action Button component into your screen to execute an autolaunched flow, fetching and making data available for other screen components. This empowers you to create truly dynamic single-page applications. The Action Button enables various use cases, such as generating data tables based on selected parent records, retrieving external data for user selection, creating dependent picklist fields, or summarizing record selections. Set Conditional Disabled and Read-Only States Conditionally disable or set components to read-only mode to protect users from interacting with specific fields based on business logic. This feature enhances form usability and ensures data integrity by preventing unwanted modifications. Address Component Improvements Enhancements to the Address component include Google Address Lookup, reactive options for field requirements and disabling, and proper support for State and Country picklists. Reactivity Improvements Reactive components like Collection Choice Sets and Display Text now offer enhanced capabilities, improving the responsiveness and usability of screen flows. Flow Builder Enhancements Transform Element (GA) Seamlessly map and optimize data with the Transform element, replacing loops and optimizing flow performance significantly. Update Existing Records with Matching Criteria When creating records, specify matching criteria to update existing records instead of creating duplicates, improving data quality. Is Blank and Is Empty Operators Easily check for Null or Empty values with the new Is Blank and Is Empty operators, simplifying logic and improving flow readability. Flow Management Automation App Manage flows efficiently through a dedicated Lightning app, offering advanced filtering, searching, and list view creation capabilities. Actions Enhancements include default values and placeholder text for Invocable Actions, and the new Lock/Unlock Record action. Improved User Experience Actions and Subflow configuration now reside in a side panel, featuring UX improvements like displaying full Apex class names. Schedule-Triggered Flows Debug scheduled flows with specific records, enhancing debugging capabilities and flexibility. Flow Orchestration Pause, resume, and recover failed orchestration runs, and create orchestration run dashboards for better visibility and management. The Summer ’24 release brings a wealth of new features to Flow Builder, empowering admins and developers to create powerful, responsive, and dynamic experiences for users. Stay tuned for more insights on these enhancements in upcoming blog posts and webinars! 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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April 18, 2024in Marketing Automation, Salesforce, Salesforce Optimization
Approvers and Approver Groups in Salesforce
17Apr

Approvers and Approver Groups in Salesforce

Approvers and Approver Groups in Salesforce. An approver in Salesforce CPQ Advanced Approvals is a user who receives approval request emails and can either approve or reject the request. An approver record can represent an individual user or a group of users. Utilizing approver groups (like Salesforce queues) is beneficial when you need to route approvals to all members of a specific team. REQUIRED Salesforce CPQ EDITIONSAvailable in: Salesforce CPQ Summer ‘16 and later with Advanced Approvals 3.1 and later For instance, you can create an approver group that includes all managers in the accounting department. This group can then be associated with an approval rule triggered by a quote with a net total of $750,000 or more. Consequently, each accounting manager will receive an email notification regarding the request. Assign Approvers Dynamically Based on Criteria You can specify an approver dynamically based on a formula or specific criteria. For instance, you might want the approver to be the regional manager associated with a sales rep’s opportunity. If the regional manager changes, the approval will automatically reference the new manager. To set up a dynamic approver: Add a custom formula field to your quote or opportunity that references the ID of the approver’s user record.Include this formula field in your approval rule setup.Delegate Approvers Delegated approvers are designated users who receive approval requests on behalf of another user for a predefined period, typically during the original approver’s absence. To delegate approvers: Specify the user to whom you want to delegate in the “Delegated Approver” field.Set the start and end dates for the delegation period.Ensure that delegated approvers have the necessary permissions and access to the approval objects page layout, including the ability to approve or reject requests. Approver Fields Depending on page layouts and field-level security settings, not all approver fields may be visible or editable. Delegated Approver: This field designates the user receiving approval requests instead of the primary approver for a limited time. Delegation End: Specifies the date after which delegated approvers no longer receive requests.Delegation Start: Specifies the date from which delegated approvers start receiving requests.Group ID: If the approver represents a group, this field references the Group record’s ID.Unanimous: Indicates that approval from all group members is required for the request to be considered approved.User: If the approver is an individual user, this field references the User record. Approval Rules Approval rules dictate which users or groups receive approval requests and the email templates used for notifications upon approval or rejection. When a sales rep submits a record for approval, Salesforce CPQ evaluates all active approval rules associated with that record’s object. If the approval conditions are met, the corresponding rule triggers, and Salesforce CPQ sends an approval request email to the designated approver(s) as defined in the rule. Each approval rule can optionally include lookups to request templates, approval templates, and rejection templates, allowing for customized email notifications based on specific conditions. Interested in creating automated approvals or approver groups in your Salesforce org? Contact Tectonic 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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April 17, 2024in Marketing Automation, Salesforce, Salesforce CPQ, Salesforce Development Services
Harnessing Sales Data
12Apr

Harnessing Sales Data

Harnessing Sales Data for Better Insights and Rapid Deal Closure Sales data is a critical asset for gaining insights and closing deals swiftly. With the ever-expanding data footprint, including customer response rates, leads in the pipeline, and quota attainment, tracking these metrics is essential. Ignoring them can be detrimental, as nearly all sales professionals recognize the importance of real-time data in meeting customer expectations, according to the Trends in Data and Analytics for Sales Report. However, concerns about data setup for generative AI and data accuracy persist. Sixty-three percent of sales professionals report that their company’s data isn’t optimized for AI, and only 42% are confident in their data’s accuracy. The demand for sales data has become a focal point for sales leaders and representatives, who increasingly rely on data to enhance customer engagement and productivity through trusted sources and AI integration. What is Sales Data? Sales data encompasses two main categories: external data, which includes information about prospects such as demographics, interests, behavior, and engagement; and internal sales data, including deal attributes and sales performance metrics. This data helps inform deal actions, assess progress toward sales targets or key performance indicators (KPIs), and supports tools like AI to enhance efficiency. Why is Sales Data Important? Sales data provides a measurable framework for all sales activities, enabling the setting of performance benchmarks and targets. It helps identify risks in the pipeline and highlights opportunities for upselling or fostering competition among sales reps. The data is also crucial for leveraging generative AI, which can automate tasks such as email drafting and sales pitch creation, provided the data is accurate and well-organized. Types of Sales Data Collecting and Utilizing Sales Data To effectively collect and utilize sales data, invest in a CRM system that serves as a centralized data repository with analytics capabilities. Automate data collection within the CRM, integrate data from other tools, and prioritize the security of sensitive information. Visualizing data through dashboards can help track progress toward business goals and make informed decisions. Real-Life Application: A Case Study A global consulting firm used sales data to enhance win rates and accelerate deal velocity. By integrating CRM analytics with data from various sources, the firm identified key deal attributes impacting success and adjusted strategies accordingly. The use of AI-driven “opportunity scores” further enabled the firm to monitor deal health and optimize resource allocation. Essential Tools for Harnessing Sales Data Turning Sales Data into Actionable Insights Regularly reviewing CRM-generated insights and adjusting strategies based on these insights is crucial for closing more deals and delivering consistent value to customers. By focusing on data-driven decision-making, sales teams can stay competitive and meet evolving customer needs. 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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April 12, 2024in Generative AI
Constituent Service Toolkit in Public Sector Solutions
10Apr

Constituent Service Toolkit in Public Sector Solutions

Explore the array of tools and components tailored for caseworkers, case managers, and other professionals to comprehend constituents’ needs and deliver exceptional customer service. Constituent Service Toolkit in Public Sector Solutions Public Sector Solutions offers a comprehensive suite of components, tools, and features designed to enhance the efficiency of caseworkers and other staff in addressing constituents’ concerns and issues. These tools provide valuable context for interactions with constituents and streamline actionable tasks, offering flexibility for customization to address diverse scenarios. Constituent Service Toolkit in Public Sector Solutions Whether handling inquiries about business license applications, social service benefits, or managing complaints and child welfare concerns, these tools empower users to efficiently navigate and resolve constituent service issues. Public Sector Solutions goes a step further by presenting a curated selection of these tools on a dedicated Lightning record page, facilitating a seamless start for users in utilizing these resources. Customize the page according to your agency’s specific needs, with limitless possibilities. Constituent Service Toolkit: Elevate customer service for constituents by providing tools that enhance the efficiency and effectiveness of caseworkers, case managers, and other users. Complete Common Service Tasks in Context with Action Launcher: Empower intake agents, caseworkers, and other users to access common service tasks through the Action Launcher Lightning web component. This tool allows users to perform tasks such as identity verification, referral intake, email communication, or call logging with a simple menu selection. Tailor the Action Launcher to meet specific needs and integrate it into frequently accessed record detail pages for quick and context-aware responses to constituent concerns. Protect Constituent Privacy and Reduce Fraud with Identity Verification and Audit Trail: Prioritize constituent privacy by implementing a flow to verify their identity before sharing sensitive information. Agents and service representatives can initiate this flow during phone calls, through messaging channels, or in person. Utilize the Audit Trail to monitor engagement interactions, analyze patterns, and detect potential fraud associated with identity verification. Receive Alerts on Records That Need Action: Stay informed about account and application records requiring attention with the Record Alerts component. Caseworkers, application reviewers, and other users receive notifications about person accounts, business accounts, or individual application records that demand action. The component organizes alerts by categories like type, priority, and severity, allowing users to dismiss or snooze alerts as needed. Deliver Service to Constituents from a Dedicated Account Lightning Record Page: Enhance caseworkers’ efficiency by providing relevant information and service tools through a dedicated Lightning record page for accounts. Key details about constituents are showcased through the Account card and Timeline component. The Action Launcher and Alerts components enable users to initiate common service actions and address pending record alerts. The Interaction Summary tab allows users to document notes from conversations and engagements with constituents. Create Start-to-Finish Automation to Address Service Requests from Constituents with Service Process Studio: Leverage Service Process Studio to design automated processes that efficiently respond to service requests from constituents, from intake to resolution. Utilize data attributes, OmniScript forms, Apex classes, and record-triggered flows to create automation for processing service requests, including tasks like updating a constituent’s address. Integration definitions enable seamless connectivity between service processes and external systems. 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 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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April 10, 2024in Public Sector Solutions, Salesforce Implementation Services

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