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Generative AI for Channel Sales Teams

Generative AI for Channel Sales Teams

Salesforce unveiled new AI, CRM, and Slack sales enhancements tailored for its Partner Relationship Management (PRM) solution. Generative AI for Channel Sales Teams. The latest generative and predictive AI is now accessible to channel managers, third-party resellers, brokers, and various indirect sellers. Generative AI introduces advanced capabilities to streamline channel management and expedite partner sales. Moreover, the AI seamlessly integrated into the CRM aids channel managers and partners in maintaining focus and alignment on top-priority opportunities. This announcement expands Einstein for Sales directly into the workflows of channel managers and their partners. Einstein Copilot streamlines operations and enables channel managers to focus on scalability by automating administrative tasks and sharing proactive insights on promising leads and opportunities. Furthermore, the integration of Slack AI and PRM for Slack facilitates swift collaboration and data sharing among internal and external partners. Why it’s significant: What’s new: Salesforce perspective: “New generative AI, data, and automation capabilities in a Slack-first PRM will offer channel sales teams practical tools to enhance partner and internal processes. This will help Salesforce partners and sellers increase collaboration, improve seller productivity on both sides, deepen relationships, and enable growth.” – Ryan Nunez, VP, Industry Solutions Customer perspective: “Thanks to Partner Relationship Management, our team can help our partners get up and running faster, and they can automate a lot of what they used to do previously. We’re also excited to see how the AI insights – such as lead scoring – will give our partners clear guidance on what to focus on much faster.” – Hooman Shahidi, Chief Executive Officer and Co-Founder, EVPassport Availability: Disclaimer: Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available. 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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Zero Copy from Salesforce

Zero Copy from Salesforce

When was the last time you relocated? Remember the hassle of packing up all your stuff, loading it onto a truck, and unpacking everything at your new digs, hoping it all survived the journey? Now, imagine if your furniture and possessions could simply teleport to your new location in perfect condition. While this may not be possible (yet) in the physical world, the concept of zero copy integration offers a similar seamless experience for handling customer data. Zero Copy from Salesforce. Zero copy integration, also known as zero ETL (extract-transform-load), allows data to be shared among multiple data stores without the need for actual movement or duplication. This is particularly advantageous for companies utilizing cloud data warehouses like Snowflake or Google BigQuery. Some companies hesitate to adopt a customer data platform (CDP) due to concerns about duplicating data. However, with zero copy integration, users can leverage the benefits of a CDP—such as data harmonization, identity management, built-in analytics, and activation—without the drawbacks of physical data movement. Some functions related to data have advanced with astonishing speed: generation, dissemination, storage, even security (and yes, that one still has many challenges). But there are others still mired in the stone age—call it the 80s—of the digital era. For example, think copies. How many business professionals still make multiple copies of sensitive data, just as it’s been done for the last four decades? What does this endless duplication do for regulatory risk, security threats and privacy liabilities? This is a symptom of a larger problem: Far from the data-centric universe we all envisioned, we’re beholden instead to the apps used to create, store, and distribute data. There’s an app for everything, but also a database for every app, leading to dozens of data silos undergoing hundreds of integrations, increasing fragmentation, complexity, and costs. The basic idea, according to Dan DeMers, Cinchy’s CEO, is that the framework aims to remove application data silos by using access-based data collaboration versus standard API-base data integration that involves copying data and branding it with complex app-specific coding. This would be done by access controls set in the data layer. It would also involve: What is Zero Copy Integration? Zero copy integration enables access to data stored in multiple databases simultaneously without the need to move, copy, or reformat the data. This approach not only facilitates faster and easier access to data but also reduces costs and minimizes the risk of errors associated with data movement or transformation. Comparing Traditional Methods with Zero Copy Integration: Traditional Methods: Zero Copy Integration: How It Works: From CDP to Data Warehouse In this scenario, data is accessed from the CDP and shared with the data warehouse, a process known as data sharing. The steps typically involve: How It Works: From Data Warehouse to CDP Conversely, in this scenario, data is accessed from the data warehouse and integrated into the CDP, a process referred to as data federation. The steps typically involve: Real-World Application: How Buyers Edge Utilizes Zero Copy Technology Buyers Edge, a leading procurement optimization company in the food service industry, leverages zero copy technology to access purchase data stored in a data warehouse while building a unified customer profile in a CDP. This allows them to provide better customer insights to their sales and marketing teams. By eliminating the need for data movement, duplication, or reformatting, zero copy technology streamlines data access, harmonizes data for insights and analytics, and provides a real-time holistic view of customers. As data volumes continue to grow exponentially, technologies like zero copy integration will play a crucial role in simplifying data management and facilitating seamless access to valuable insights. Whether it’s optimizing business processes or enhancing customer experiences, zero copy integration empowers organizations to navigate the data landscape with agility and efficiency. Be a zero copy hero and unlock the full potential of your data management strategy. “In today’s digital landscape, companies struggle with islands of data spread across various systems. With this global ecosystem of partners, companies can access all of their data, no matter where it resides, and unlock the power of all of that data within Salesforce — creating more personalized customer interactions and establishing a foundation for trusted AI, in less time and at lower cost.” Brian Millham, President and Chief Operating Officer at Salesforce The Zero Copy Partner Network features initial partners Amazon Web Services (AWS), Databricks, Google Cloud, and Snowflake, and adds Microsoft, all committed to zero copy integrations with Salesforce that give customers a secure and cost-effective way to connect and take action on all of their data New zero copy support for data warehouses and data lakehouses built on open table formats, like Apache Iceberg, with Salesforce Data Cloud, removes the need to copy or move data, so customers can unlock their data, powering Customer 360 experiences with AI, automation, and analytics The network includes Salesforce ISV partners, building new Zero Copy Data Kits to bring valuable new datasets to Salesforce Data Cloud, and Salesforce SI partners including Accenture, Cognizant, Deloitte Digital, and PwC, helping customers with zero copy Salesforce Data Cloud implementations. 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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mulesoft and healthcare

MuleSoft and Healthcare

Driving Innovation in Healthcare Through Data Interoperability Healthcare organizations are navigating an unprecedented surge in patient data, which is critical for communication, research, and management. This data plays a pivotal role in modernizing healthcare and improving outcomes, particularly with the shift toward a Value-Based Care Model. However, 81% of IT leaders report that much of this data remains trapped in silos, hindering innovation and negatively impacting patient satisfaction. The Importance of Interoperability in Healthcare Improving Patient Outcomes and Managing RiskLeading healthcare organizations understand that achieving interoperability—seamless data exchange across clinical and non-clinical systems—is vital. Beyond supporting Value-Based Care, interoperability drives patient satisfaction, loyalty, and cost-efficiency. By enabling accurate data sharing, healthcare providers can: Interoperability also supports proactive preventative care, reducing long-term healthcare costs and boosting life expectancy. Regulatory Mandates: The Interoperability and Patient Access Final RuleSince May 1, 2020, the Centers for Medicare & Medicaid Services (CMS) have mandated interoperability through the Interoperability and Patient Access Final Rule. This legislation holds U.S. healthcare providers accountable for: Non-compliance can result in significant fines and public reporting of violations, further emphasizing the criticality of achieving interoperability. The Challenge of ImplementationDespite its clear benefits—improved patient outcomes, compliance, and cost savings—achieving interoperability poses challenges. Technological complexities and siloed data structures hinder seamless integration. This is where MuleSoft, a Salesforce company, provides a powerful solution. How MuleSoft Enables Interoperability in Healthcare Breaking Down Silos with API-Led IntegrationMuleSoft is a trusted partner for leading healthcare organizations, offering secure, scalable solutions to eliminate data silos. Recognized as a Leader in Gartner’s Magic Quadrant for iPaaS, MuleSoft empowers providers with its HIPAA-compliant Anypoint Platform, facilitating interoperability through API-led integration. Key Features and Benefits Transforming Healthcare with MuleSoft The digital transformation of healthcare is accelerating, driven by evolving regulations, patient expectations, and a dynamic global environment. MuleSoft stands at the forefront of this shift, empowering healthcare organizations to: By partnering with MuleSoft, healthcare organizations can embrace innovation and build healthier connections—one integration at a time. Contact Tectonic today to get started. 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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Education Cloud AI Innovations

Education Cloud AI Innovations

Salesforce AI Innovations: Empowering Student Success and Faculty Efficiency Salesforce is introducing new Education Cloud AI Innovations, AI-powered tools designed to streamline the educational journey, enabling students to chart clear paths to graduation, translate their coursework into resume-ready skills, and connect with mentors who can guide them toward their career goals. Enhancing Faculty and Staff Efficiency with AI New generative AI capabilities are set to automate time-consuming tasks for faculty and staff, allowing them to focus on what matters most—driving student success. Personalizing Student Experiences with AI Institutions like the University of Nevada Las Vegas and Texas Tech are leveraging Salesforce for Education to create personalized student experiences and improve staff efficiency through AI-driven solutions. Salesforce Introduces AI-Powered Student Success Tools for Education Cloud Today, Salesforce unveiled cutting-edge AI tools for Education Cloud, including Intelligent Degree Planning and Skills Generator. These innovations are designed to help institutions craft personalized graduation pathways, translate coursework into tangible skills, and facilitate impactful mentorship programs. Additionally, Salesforce introduced Data Cloud for Education and Einstein Copilot Recruitment & Admissions Actions. These tools will enable institutions to automate routine tasks, enhance recruitment and enrollment processes, and bolster student support. Why It Matters Education professionals face the highest burnout rates across industries, and students are feeling the impact—only 11% of college students believe they are workforce-ready. As the education sector approaches an enrollment cliff, confidence in the value of a college degree is declining, and educators are leaving the profession in significant numbers. Schools must find ways to reduce staff workload while improving student experiences and outcomes. Explore Education Cloud Elevate the educational experience with the #1 AI CRM for learner and institution success. DIVE IN AI Innovation for Lifelong Student Success The new AI capabilities for Education Cloud, built on Salesforce’s Einstein 1 Platform, will help higher education and K-12 institutions unlock the power of their data to deliver trusted AI solutions. These innovations are designed to improve staff efficiency while enhancing student experiences and learning outcomes. Key features include: AI in Action for Faculty and Staff Salesforce is delivering new AI and data tools to automate tasks related to recruitment, enrollment, and student experience management. New features include: With these industry-specific AI and data tools, Education Cloud is poised to help K-12 and higher education institutions offer more individualized support to every student while increasing operational efficiency and reducing staff burnout. The Salesforce Perspective “Every institution wants to provide the best possible experiences for their students and staff. With industry-specific AI and data tools, Education Cloud will help K-12 and higher ed institutions offer more personalized support to every student while increasing efficiency and helping to reduce staff burnout. This will free educators and staff to focus on improving student outcomes, such as career readiness, well-being, and graduation rates.”— Bala Subramanian, VP & GM of Education 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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Salesforce CMS Summer 24 Release Notes

Summer 24 Salesforce Release is Coming

The Summer 24 Salesforce release is coming, so here’s some information to help you get ready. Important Information for Summer ’24 Release The 5-minute release window applies only to major release upgrades to non-hyperforce orgs. System maintenance windows haven’t changed. ResourcesFor easy reference to this information, bookmark status.salesforce.com. To learn more about our new Summer ’24 features, see Summer ’24 Preview Release Notes and Release Notes Changelog. Tectonic Summer 24 Release is Coming Resources See how the Summer ’24 release helps teams work smarter with new product innovations built on CRM + AI + Data + Trust. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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Public Sector Approval Process Queue

Public Sector Approval Process Queue

Share the workload effectively by establishing queues in Public Sector Solutions to enable reviewers to access ready-to-process applications. This involves creating queues with assigned members based on user roles, such as a queue for application reviewers managing initial approval steps. Multiple queues, like those for compliance officers handling onsite inspections, can be created. During the approval process, the queue takes ownership of the application record, allowing any member to advance the approval steps. In Salesforce, a public sector approval process queue allows multiple approvers to manage a backlog of applications. The queue owns the application record during the approval process, and any member of the queue can take action to complete a step. Here’s a step-by-step guide to creating a queue: To enhance communication, create an email template and enable email approval responses in Setup’s Process Automation Settings. Now, your reps can efficiently manage activities through the Cadences tab, where details and targets for each cadence are visible. Cadences in Salesforce guide reps through prospecting steps, streamlining outreach and ensuring timely logging of activities. To create a branched cadence for varied outreach based on call or email outcomes, utilize the Cadence Builder. This tool enables the addition of email, call, wait periods, or custom steps. Branching is achieved through call or listener branch steps, ensuring tailored outreach steps based on outcomes. Finally, Salesforce users can activate cadences after creation, and both reps and managers can add prospects directly from lead, contact, or person account detail pages. The Sales Engagements component on these pages enhances visibility, allowing reps to act on the next sales step conveniently. In summary, Salesforce’s Cadence Builder Classic streamlines prospecting and opportunity nurturing, while queues optimize workload distribution in Public Sector Solutions. Effective use of cadences and queues contributes to a well-organized and responsive sales process. 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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App Engagement With Human-Centered Design

App Engagement With Human-Centered Design

In 2022, when Fordham University revamped its student advising app, appointment bookings doubled, thanks to a human-centered design approach. Anand Padmanabhan, Fordham University VP and CIO, emphasized the shift towards involving users in the design process, which led to enhanced app adoption and shared trust among stakeholders. App Engagement With Human-Centered Design was achieved by putting students first. The Fordham Student Success Hub app underwent significant changes to replace inefficient processes like long email chains for scheduling appointments. The new app facilitated over 15,000 appointment bookings, demonstrating its effectiveness. App Engagement With Human-Centered Design prioritizes identifying user needs and crafting solutions that address those needs directly. For Fordham University’s project, the team engaged with a diverse user group, including over 2,000 freshmen, 400 advisors, and support staff. This approach led to clear objectives: students wanted easy appointment booking, while advisors sought tools to identify at-risk students based on specific criteria. Katherine Gomez, Fordham’s assistant director of core applications, applied the Jobs to Be Done framework to understand user goals. Leveraging the Student Success App in Education Cloud and partnering with Attain Partners, enhancements were made to advisor assignment, alert management, and success analytics. Integration of Service Cloud, Experience Cloud, and Marketing Cloud streamlined app efficiency. Business rules were established to ensure an intuitive user experience with minimal custom coding. Visual design was driven by common use cases, ensuring critical features were accessible on the first page. Sara Sapienza, Fordham University Digital Campus Experience Manager, utilized Salesforce Lightning Design System Figma library to design the user interface and iteratively refined the design based on user feedback. The app was tailored to address specific user needs: Continuous user feedback guided UX optimizations, including language clarity, button formatting, and personalized greetings upon login. Emojis were incorporated into notifications to engage Gen Z users effectively. The success of the app extended beyond appointments, attracting interest from other academic departments like Prestigious Awards and Campus Ministry. In summary, Fordham University’s success story underscores the importance of human-centered design in creating user-friendly apps that meet diverse user needs and foster broader engagement across academic services. The journey continues with plans to expand app access to all undergraduates and graduate students, driving student success and organizational efficiency. 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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Why Education Cloud

Why Education Cloud

Salesforce Education Cloud is a comprehensive solution designed for higher education institutions, offering powerful tools to manage every aspect of the student lifecycle—from recruitment and admissions to student success and alumni engagement. However, to fully maximize the benefits of Salesforce Education Cloud, institutions need a partner that understands the unique challenges and needs of higher education. Our team specializes in implementing Salesforce Education Cloud, ensuring that your institution has the right tools to drive success at every stage of the student journey. Student 360 Customization We can help tailor Salesforce’s Student 360 to fit your institution’s specific needs, providing a unified, comprehensive view of each student. By integrating all your data sources seamlessly, we empower your staff with actionable insights that enhance student success and support. Customized Solutions for Your Institution Our Tectonic team focuses on delivering custom configurations aligned with your institution’s unique processes and goals. This tailored approach ensures you have the precise tools needed to support and optimize every stage of the student lifecycle. Continuous Optimization As your institution evolves, so should your Salesforce Education Cloud solution. We’re committed to helping your system grow with you, optimizing it to meet changing demands and driving ongoing success and improvement. AI and Automation to Streamline Processes From automating admissions workflows to using predictive analytics for student retention, Salesforce’s AI and automation features keep your institution ahead of the curve. We collaborate closely with your team to streamline repetitive tasks, set up AI-driven insights, and ensure your staff can leverage these tools to improve efficiency and make data-informed decisions. Alumni Engagement and Fundraising Salesforce Education Cloud offers advanced tools to foster alumni relationships and manage donor relations. We help you customize these tools to segment alumni databases, execute targeted outreach campaigns, and strengthen fundraising efforts, ensuring lasting engagement with graduates. By partnering with Tectonic, your institution will harness the full potential of Salesforce Education Cloud, driving student success and strengthening alumni connections for the long term. Content updated August 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 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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Gen AI Role in Healthcare

Gen AI Role in Healthcare

Generative AI’s Growing Role in Healthcare: Potential and Challenges The rapid advancements in large language models (LLMs) have introduced generative AI tools into nearly every business sector, including healthcare. As defined by the Government Accountability Office, generative AI is “a technology that can create content, including text, images, audio, or video, when prompted by a user.” These systems learn patterns and relationships from vast datasets, enabling them to generate new content that resembles but is not identical to the original training data. This capability is powered by machine learning algorithms and statistical models. In healthcare, generative AI is being utilized for various applications, including clinical documentation, patient communication, and clinical text summarization. Streamlining Clinical Documentation Excessive documentation is a leading cause of clinician burnout, as highlighted by a 2022 athenahealth survey conducted by the Harris Poll. Generative AI shows promise in easing these documentation burdens, potentially improving clinician satisfaction and reducing burnout. A 2024 study published in NEJM Catalyst explored the use of ambient AI scribes within The Permanente Medical Group (TPMG). This technology employs smartphone microphones and generative AI to transcribe patient encounters in real-time, providing clinicians with draft documentation for review. In October 2023, TPMG deployed this ambient AI technology across various settings, benefiting 10,000 physicians and staff. Physicians who used the ambient AI scribe reported positive outcomes, including more personal and meaningful patient interactions and reduced after-hours electronic health record (EHR) documentation. Early patient feedback was also favorable, with improved provider interactions noted. Additionally, ambient AI produced high-quality clinical documentation for clinician review. However, a 2023 study in the Journal of the American Medical Informatics Association (JAMIA) cautioned that ambient AI might struggle with non-lexical conversational sounds (NLCSes), such as “mm-hm” or “uh-uh,” which can convey clinically relevant information. The study found that while the ambient AI tools had a word error rate of about 12% for all words, the error rate for NLCSes was significantly higher, reaching up to 98.7% for those conveying critical information. Misinterpretation of these sounds could lead to inaccuracies in clinical documentation and potential patient safety issues. Enhancing Patient Communication With the digital transformation in healthcare, patient portal messages have surged. A 2021 study in JAMIA reported a 157% increase in patient portal inbox messages since 2020. In response, some healthcare organizations are exploring the use of generative AI to draft replies to these messages. A 2024 study published in JAMA Network Open evaluated the adoption of AI-generated draft replies to patient messages at an academic medical center. After five weeks, clinicians used the AI-generated drafts 20% of the time, a notable rate considering the LLMs were not fine-tuned for patient communication. Clinicians reported reduced task load and emotional exhaustion, suggesting that AI-generated replies could help alleviate burnout. However, the study found no significant changes in reply time, read time, or write time between the pre-pilot and pilot periods. Despite this, clinicians expressed optimism about time savings, indicating that the cognitive ease of editing drafts rather than writing from scratch might not be fully captured by time metrics. Summarizing Clinical Data Summarizing information within patient records is a time-consuming task for clinicians, and errors in this process can negatively impact clinical decision support. Generative AI has shown potential in this area, with a 2023 study finding that LLM-generated summaries could outperform human expert summaries in terms of conciseness, completeness, and correctness. However, using generative AI for clinical data summarization presents risks. A viewpoint in JAMA argued that LLMs performing summarization tasks might not fall under FDA medical device oversight, as they provide language-based outputs rather than disease predictions or numerical estimates. Without statutory changes, the FDA’s authority to regulate these LLMs remains unclear. The authors also noted that differences in summary length, organization, and tone could influence clinician interpretations and subsequent decision-making. Furthermore, LLMs might exhibit biases, such as sycophancy, where responses are tailored to user expectations. To address these concerns, the authors called for comprehensive standards for LLM-generated summaries, including testing for biases and errors, as well as clinical trials to quantify potential harms and benefits. The Path Forward Generative AI holds significant promise for transforming healthcare and reducing clinician burnout, but realizing this potential requires comprehensive standards and regulatory clarity. A 2024 study published in npj Digital Medicine emphasized the need for defined leadership, adoption incentives, and ongoing regulation to deliver on the promise of generative AI in healthcare. Leadership should focus on establishing guidelines for LLM performance and identifying optimal clinical settings for AI tool trials. The study suggested that a subcommittee within the FDA, comprising physicians, healthcare administrators, developers, and investors, could effectively lead this effort. Additionally, widespread deployment of generative AI will likely require payer incentives, as most providers view these tools as capital expenses. With the right leadership, incentives, and regulatory framework, generative AI can be effectively implemented across the healthcare continuum to streamline clinical workflows and improve patient care. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more 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 and Loop

Salesforce and Loop

Loop, the premier returns and reverse logistics platform, has extended its acclaimed returns management software to merchants using Salesforce Commerce Cloud, marking a significant expansion beyond Shopify’s realm. This integration offers enterprise merchants on Salesforce Commerce Cloud access to Loop’s renowned returns management solution, effectively easing the complexities associated with customer returns. Merchants leveraging Salesforce Commerce Cloud will now have the advantage of Loop’s user-friendly returns management software, facilitating streamlined reverse logistics processes. This integration aims to bolster profit margins by reducing the costs associated with returns and providing customers with a modern, exchange-centric returns experience. Key benefits for merchants include: Jonathan Poma, CEO of Loop, expressed enthusiasm about extending Loop’s acclaimed returns solution to Salesforce Commerce Cloud merchants, citing the increasing demand from brands outside the Shopify ecosystem. He highlighted Loop’s commitment to delivering a seamless experience characterized by ease of use, operational efficiency, and cost savings. Loop’s integration with Salesforce Commerce Cloud enables merchants to effortlessly manage item exchanges, synchronize order data, automate returns processes, leverage analytics for continuous improvement, and more. Merchants operating on Salesforce Commerce Cloud can explore early adoption opportunities by scheduling a demo with Loop’s team. Loop will also be present at Salesforce Connections 2024 in Chicago, inviting interested parties to schedule meetings to discover how Loop can streamline reverse logistics processes and reduce costs associated with returns. About Loop: Loop is a leading post-purchase platform specializing in returns, exchanges, and reverse logistics for over 3,500 renowned brands worldwide. With innovative features like Workflows, Instant Exchanges, Shop Now, and Bonus Credit, Loop empowers brands to unlock cost savings, enhance customer lifetime value, and retain more revenue. Having processed over 40 million returns to date, Loop continues to redefine post-purchase experiences. Learn more at www.loopreturns.com. 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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Salesforce Legacy Chat Service Retirement

Salesforce Legacy Chat Service Retirement

Salesforce is retiring their legacy Chat service (formerly Live Agent) including LiveAgent, Salesforce Chat, Embedded Chat and Service Chat; on February 14, 2026. Salesforce Legacy Chat Service Retirement. On February 14, 2026, Salesforce will sunset their legacy Chat features and functionality, and the feature set will no longer be available. Additionally, legacy Chat will no longer receive new features leading up to the retirement date but we will continue to deliver critical trust updates until the retirement date. Why is Salesforce Legacy Chat Service Retiring? In Summer ’22, Salesforce released a new first-party chat product and feature set. Messaging for In-App and Web, the new product, is built on Hyperforce and offers many of the Chat features that customers love. It also supports asynchronous and persistent conversations that can be picked back up at any time. You can continue using your current Chat services and implementations through the announced retirement date. However, all customers will need to migrate to Salesforce’s new Messaging for In-App and Web service before the announced retirement date. Affected Salesforce Clouds Service Cloud Unlimited + Edition Service Cloud – Unlimited Edition Service Cloud – Performance Edition Service Cloud – Performance Edition 1 Service Cloud – Einstein 1 Edition Sales and Service Cloud Unlimited Edition All Industry Cloud Unlimited Edition Service Cloud Enterprise Edition + Digital Engagement Sales Cloud Enterprise Edition + Digital Engagement Sales Cloud Unlimited Edition + Digital Engagement Sales and Service Cloud Enterprise Edition Edition + Digital Engagement Contact Tectonic if you need assistance preparing for these changes. Review the benefits of Messaging for In-App and Web, and compare the modernized channel to Salesforce’s legacy chat product. FEATURE CHAT MESSAGING FOR IN-APP MESSAGING FOR WEB Persistent Conversations Persistent Conversation History (with User Verification) No Yes Yes Asynchronous Conversations (with User Verification) No Yes Yes Cross-device conversations (with User Verification) No Yes Yes Session Continuity Across Tabs Yes N/A Yes Session Continuity Across Subdomains Yes N/A Yes Settings Route to Agent, Queue, Bot, or Skills Yes Yes Yes Automated Proactive Messaging No Yes No Proactive Messaging by Agents No Yes No Keyword-Based Automation Yes Yes Yes Omni-Channel Sidebar Support No Yes Yes Pre-Chat Form – Visible and Hidden Fields Yes Yes Yes Terms and Conditions Acceptance in Pre-Chat Yes Yes Yes Customize Pre-Chat with Lightning Web Components Yes Yes Yes Populate Pre-Chat API No Yes Yes Einstein Bot Support Yes Yes Yes Business Hours No Yes Yes Custom Branding and UI Labels Yes Yes Yes Multi-Language Support Yes Yes Yes Auto-Response: Conversation started/ended, agent joined, and so on. No Yes Yes Post-Chat URL Yes Yes Yes Salesforce Surveys Yes Yes Yes Estimated Wait Time No Yes Yes Idle Customer Timeout Yes Yes Yes Queue Position Yes No No Public REST API Yes No No Channel Menu Support Yes No Yes IP Blocking Yes No No Sensitive Data Rules Yes Yes Yes Agent Alias No Yes Yes Delete Data (API) No Yes Yes Individual-Object Linking Flow Template No Yes Yes Clone Mobile Deployment No Yes N/A Sneak Peek Yes No No Supervisor and Agent Experience Service Console Integration Yes Yes Yes Supervisor Monitoring Yes Yes Yes Flag Raise and Whisper Yes Yes Yes Transfer to Agent, Queue, or Skills Yes Yes Yes Browser Notification for Assigned Conversation Yes Yes Yes Outbound File Attachments No Yes Yes Einstein Reply Recommendations Support Yes Yes Yes Einstein Work Summaries Support Yes Yes Yes Actions and Recommendations Sidebar Support Yes Yes Yes Right-to-Left Language Support for Agents Yes Yes Yes Customer Experience Inbound File Attachments Yes Yes Yes Emoji Support No Yes Yes Read and Delivery Receipts No Yes Yes Push Notifications No Yes N/A Save Transcript Yes No No Message Search No Yes No Right-to-Left Language Support for End-Users Yes Yes Yes Supported Sites External Website Yes N/A Yes Experience Site Templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer Service Yes N/A Yes LWR Experience Site Templates: Build Your Own (LWR) and Microsite (LWR) No N/A Yes Commerce Cloud Templates: B2B and B2B2C Commerce templates No N/A Yes Mobile Publisher Yes N/A Yes 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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Net Promoter Score Explained

Net Promoter Score Explained

When a friend or colleague takes the time to tell you about a product or service, you probably pay attention. Your friend is more reliable than a Yelp review, right? Word of mouth is the most common way people hear about brands. But how can you tell if your existing customers like your company enough to recommend it to their friends? One way is by tracking your Net Promoter Score (NPS). Is NPS really the best way to measure customer loyalty? Some service leaders aren’t convinced. We wanted to explore the pros and cons of this popular (and sometimes controversial) metric by reviewing what it is, why it’s important, and why some Service Trailblazers choose to measure loyalty in other ways. What is a Net Promoter Score? The Net Promoter Score is a customer experience metric that captures how likely a customer is to recommend your products, services, or brand. Created by Fred Reichheld in 2003, NPS has since been widely adopted. To find NPS, businesses ask customers: “On a scale from 0 to 10, how likely would you be to recommend our company to a friend or colleague?” Typically, companies follow up with an open-ended question to understand why a customer chose their score. Customers are categorized as promoters, passives, or detractors based on their scores: By understanding these categories, businesses can gain insights into customer loyalty and take action to improve customer experiences and foster stronger relationships. How to Calculate Net Promoter Score A company’s NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. For instance, if you have responses from 100 customers, with 30 promoters and 18 detractors, your NPS would be 12. Why is the Net Promoter Score Important? Companies use NPS to gain insights into individual customer experiences and understand the overall perception of their products, services, and brand. NPS feedback helps address individual issues, enhance product offerings, and apply customer service principles effectively. An improving NPS indicates positive changes that matter to customers, while a sudden drop signals potential issues that need attention. What is a Good Net Promoter Score? NPS can range from -100 to +100. While anything above 0 indicates more promoters than detractors, industry-specific benchmarks provide a more nuanced view. For example, the average NPS in the insurance industry is 74, whereas in healthcare, it’s only 45. According to Bain & Company, the creators of NPS, a score above 0 is considered good. Scores over 20 are favorable, over 50 are excellent, and above 80 are world-class. Comparing your NPS to industry benchmarks helps gauge your customer experience relative to competitors, though it’s important to consider the context, such as company size and market scope. What is a Bad Net Promoter Score? Any NPS below zero is considered bad, as it means more customers are dissatisfied than satisfied. A significantly lower NPS compared to competitors may indicate the need to re-evaluate your customer service experience and address gaps that cause dissatisfaction. What Can You Measure Using NPS? NPS provides insights into: Bain & Company’s data shows that companies with long-term profitable growth have an NPS twice as high as the average company. How to Run Surveys and Collect Feedback Running an NPS survey involves asking a single question, collecting responses, and calculating your NPS. Surveys can be distributed via email, text, in-store, or online at checkout, using a survey builder or NPS app for automation. When to Run NPS Surveys The timing of NPS surveys varies: Staggering surveys over time can provide a more organic picture of customer satisfaction. How to Collect NPS Feedback Following up with an open-ended question like, “What’s the primary reason for your score?” helps gather actionable insights. This feedback can highlight areas for improvement and strengths to build on. How to Improve Your Net Promoter Score Improving NPS requires both individual and broad strategies: Implementing Net Promoter Score Invest in NPS survey software that integrates with your CRM platform. Automate survey distribution and workflows to manage responses efficiently. Designate responsibilities for customer follow-ups and NPS analysis. Measuring Your NPS is Just the Beginning Your NPS provides valuable insights into customer loyalty and satisfaction. However, the follow-through on these insights is crucial for engaging customers and delivering better experiences. Measuring your NPS is the first step towards enhancing your overall customer experience. 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 AI

Salesforce AI

Salesforce AI is the cornerstone of our Einstein 1 Platform, offering reliable and adaptable AI solutions seamlessly integrated into your customer data. With Einstein, you can craft tailored, predictive, and generative AI experiences to address all your business requirements securely. Einstein brings conversational AI to every facet of your operations, from workflows and users to departments and industries. Here’s what Einstein can do for you: Sales AI: Accelerate sales cycles with trusted AI capabilities. Einstein can compose emails enriched with customer insights, summarize sales calls, and provide real-time predictions to guide sellers towards successful deals. Customer Service AI: Enhance customer service experiences while boosting agent efficiency. Einstein surfaces relevant information during support interactions, automates case resolutions, and empowers agents with a knowledge base. Marketing AI: Drive personalized and efficient marketing campaigns at scale. Einstein provides insights to enhance engagement, create personalized customer journeys, and automate outreach efforts. Commerce AI: Personalize every buyer and merchant interaction with flexible ecommerce AI tools. Einstein generates product descriptions, recommends relevant products, and optimizes buying experiences. Einstein 1 Studio: Customize and extend AI for CRM with ease. Configure actions, prompts, and models to tailor Einstein Copilot to your specific business needs. Copilot Builder: Extend Einstein Copilot with familiar platform features to streamline workflows and monitor interactions seamlessly. Prompt Builder: Create prompt templates to expedite tasks and generate content grounded in your business data, ensuring relevance across Einstein Copilot, Lightning pages, and flows. Model Builder: Build or import predictive AI models into Salesforce and the Einstein Trust Layer, seamlessly managing AI models in a unified control plane. Deploy AI you can trust with the Einstein Trust Layer, ensuring privacy, security, and responsible use across your organization. Features like Dynamic Grounding, Sensitive Data Masking, and Ethics and Inclusivity policies uphold ethical AI principles while optimizing accuracy and relevance. Join companies like General Mills and Riley Children’s Health in leveraging the power of Salesforce AI to drive personalized experiences and optimize operations for greater impact and efficiency. 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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MuleSoft Certifications Now Unified with Salesforce Certifications

MuleSoft Certifications Now Unified with Salesforce Certifications

MuleSoft Certifications Now Unified with Salesforce Certifications As of May 6, 2024, MuleSoft certifications have been officially integrated into the Salesforce Certification program, with management now handled through Webassessor. This move simplifies the certification process, enabling professionals to manage both their Salesforce and MuleSoft credentials within a single platform, streamlining maintenance and tracking. This article delves into the merging of MuleSoft certifications with Salesforce’s Trailhead platform, highlighting what this means for professionals in both ecosystems. The update offers a significant improvement in managing certifications, particularly for those working across both platforms, as Salesforce has owned MuleSoft since 2018. We’ll cover what this change entails for current certification holders, key dates in the transition, and the new opportunities this unified platform brings—including new certifications. What is MuleSoft? MuleSoft is a leading integration platform that enables businesses to connect applications, data, and devices seamlessly. As an Integration Platform as a Service (iPaaS), MuleSoft facilitates the integration of cloud-based and on-premise applications, ensuring smooth workflows across various systems. Acquired by Salesforce in 2018, MuleSoft powers the integration layer of the Salesforce ecosystem, playing a crucial role in enabling businesses to unify their systems and create connected experiences. With the increasing demand for digital transformation and connected systems, MuleSoft expertise is becoming ever more valuable in the job market. MuleSoft Certifications and Training MuleSoft certifications validate expertise in designing, building, and managing integrations using the Anypoint Platform. Prior to this transition, MuleSoft certifications were handled through the MuleSoft Training portal, which was separate from Salesforce’s broader certification system. While this independent platform was functional, it required separate accounts and processes, making exam registration and certification management more cumbersome. By integrating MuleSoft certifications into Trailhead, Salesforce has simplified this process, offering a unified, more user-friendly experience for managing certifications. Transition Timeline The following key dates marked the transition: What This Means for Current MuleSoft Certification Holders For those already certified through MuleSoft, the migration to Salesforce’s certification system should have occurred automatically. MuleSoft credentials were transferred to their Trailblazer profiles for anyone with existing Webassessor accounts. A confirmation email was sent to ensure that the transition was successful. For those without a Webassessor account, one was created on their behalf, with login details provided via email by April 2024. Certification Maintenance MuleSoft certification holders with maintenance pending as of January 1, 2024, are not required to complete additional tasks through the old system. The expectation is that certification holders will have ample time to familiarize themselves with the new Trailhead process before maintenance requirements are introduced in 2025. New Certifications on Trailhead With the migration, certifications such as the MuleSoft Certified Catalyst Specialist and MuleSoft Certified Hyperautomation Specialist have also been integrated into Trailhead. Though not entirely new, these certifications were part of the legacy MuleSoft program, originally launched in late 2022 and early 2023. Summary The integration of MuleSoft certifications into Salesforce’s Trailhead platform marks a significant step towards a unified, more efficient credentialing process. This transition simplifies certification management, making it easier for professionals to stay current across both platforms. By merging these certifications, Salesforce is empowering professionals to fully leverage the combined capabilities of Salesforce and MuleSoft, further enhancing their skill sets in an increasingly interconnected digital landscape. Content updated September 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 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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