Salesforce Service Cloud Archives

06Mar

Google and Salesforce Expand Partnership

Google and Salesforce Expand Partnership to Enhance AI Agent Capabilities Google and Salesforce are deepening their collaboration to provide customers with greater flexibility in AI agent deployment. This expanded partnership will integrate Google Gemini within Salesforce’s Agentforce platform, enabling AI agents to process images, audio, and video with advanced multimodal capabilities. Enhanced AI Functionality with Gemini Through this integration, AI agents will gain access to Gemini’s powerful models, allowing them to handle complex tasks with extended context windows and leverage real-time insights from Google Search via Vertex AI. This collaboration aims to empower businesses with AI solutions that are not limited to a single model provider, offering crucial flexibility in AI customization. Srini Tallapragada, Salesforce’s President and Chief Engineering and Customer Success Officer, emphasized that the integration offers customers the ability to choose the applications and models that best suit their needs. “Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities quickly and realize business value fast. Google Cloud is a pioneer in enterprise agentic AI, offering some of the most powerful models, agents, and AI development tools on the planet. Together, we are creating the best place for businesses to scale with digital labor.” Key Benefits of the Integration The partnership is set to deliver significant advantages for businesses, as outlined in the official announcement: Thomas Kurian, CEO of Google Cloud, highlighted the benefits of this collaboration: “Our mutual customers have asked for seamless integration across Salesforce and Google Cloud. This expanded partnership enables them to accelerate AI transformations with state-of-the-art AI models, agentic AI, and advanced data analytics.” Strengthening Customer Service Integrations The partnership will also enhance the connection between Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite, providing AI-driven improvements to customer support. Key upcoming features include: Expanding AI-Powered Decision-Making Beyond Gemini, Agentforce will integrate Google Search through Vertex AI, leveraging secure connections between Salesforce Data Cloud and Google BigQuery. This will enable AI agents to access real-time information for improved accuracy and decision-making. For example, in supply chain management, AI can track shipments, monitor inventory in Salesforce Commerce Cloud, and anticipate disruptions using real-time data on weather, port congestion, and geopolitical events. Additionally, joint customers will be able to utilize Salesforce’s unified platform—including Agentforce, Data Cloud, and Customer 360—on Google Cloud’s AI-optimized infrastructure. This integration ensures enhanced security through dynamic grounding, zero data retention, and toxicity detection via the Einstein Trust Layer. Businesses will also soon have the option to purchase Salesforce products via the Google Cloud Marketplace. More AI Innovations from Google and Salesforce Google recently announced the development of a personalized AI-powered chatbot that will be integrated into its devices, including smartphones, laptops, and tablets. This tool will automatically answer calls, process requests, and respond on behalf of users. Meanwhile, Salesforce’s Service Assistant—formerly known as Salesforce Service Planner—has launched on Service Cloud. Designed to support live agents, it generates step-by-step plans for resolving customer inquiries by analyzing intent, case history, and customer context. For optimal performance, Salesforce recommends integrating it with Data Cloud and the contact center knowledge base. With this expanded partnership, Google and Salesforce are setting the stage for businesses to leverage cutting-edge AI technology, driving innovation and operational efficiency across industries. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 6, 2025in Agentforce Platform, Agentic AI, Data, Enterprise, Google, Salesforce, Salesforce Commerce Cloud, Salesforce Data Cloud, Salesforce Service Cloud, Technology0 Comments

24Feb

Salesforce and Google Announcement

Salesforce (NYSE:CRM) has entered into a deal with Google (NASDAQ:GOOGL) to offer its customer relations management software, Agentforce artificial intelligence assistants, and Data Cloud offerings through Google Cloud, the companies announced today. Google and Salesforce already have many of the same clients, and this new deal will allow for more product integration between Google Workspace and Salesforce’s customer relationship management and AI offerings. Salesforce already uses Amazon (AMZN) Web Services for much of its cloud computing. “Our mutual customers have asked us to be able to work more seamlessly across Salesforce and Google Cloud, and this expanded partnership will help them accelerate their AI transformations with agentic AI, state-of-the-art AI models, data analytics, and more,” said Thomas Kurian, CEO of Google Cloud. The deal is expected to total $2.5B over the next seven years, according to a report by Bloomberg. Salesforce and Google today announced a major expansion of their strategic partnership, delivering choice in the models and capabilities businesses use to build and deploy AI-powered agents. In today’s constantly evolving AI landscape, innovations like autonomous agents are emerging so quickly that businesses struggle to keep pace. This expanded partnership provides crucial flexibility, empowering customers to develop tailored AI solutions that meet their specific needs, rather than being locked into a single model provider. Google Cloud is at the forefront of enterprise AI innovation with millions of developers building with Google’s cutting-edge Gemini models and on Google Cloud’s AI-optimized infrastructure. This expanded partnership will empower Salesforce customers to build Agentforce agents using Gemini and to deploy Salesforce on Google Cloud. This is an expansion of the existing partnership that allows customers to use data from Data Cloud and Google BigQuery bi-directionally via zero-copy technology—further equipping customers with the data, AI, trust, and actions they need to bring autonomous agents into their businesses. Additionally, this integration empowers Agentforce agents with the ability to reference up-to-the-minute data, news, current events, and credible citations, substantially enhancing their contextual awareness and ability to deliver accurate, evidence-backed responses. For example, in supply chain management and logistics, an agent built with Agentforce could track shipments and monitor inventory levels in Salesforce Commerce Cloud and proactively identify potential disruptions using real-time data from Google Search, including weather conditions, port congestion, and geopolitical events. Availability is expected in the coming months. AI: Unlocking the Power of Choice and Flexibility with Gemini and Agentforce Businesses need the freedom to choose the best models for their needs rather than be locked into one vendor. In 2025, Google’s Gemini models will also be available for prompt building and reasoning directly within Agentforce. With Gemini and Agentforce, businesses will benefit from: For example, an insurance customer can submit a claim with photos of the damage and an audio voicemail from a witness. Agentforce, using Gemini, can then help the insurance provider deliver better customer experiences by processing all these inputs, assessing the claim’s validity, and even using text-to-speech to contact the customer with a resolution, streamlining the traditionally lengthy claims process. Availability is expected this year. Trust: Salesforce Platform deployed on Google Cloud Customers will be able to use Salesforce’s unified platform (Agentforce, Data Cloud, Customer 360) on Google Cloud’s highly secure, AI-optimized infrastructure, benefiting from features like dynamic grounding, zero data retention, and toxicity detection provided by the Einstein Trust Layer. Once Salesforce products are available on Google Cloud, customers will also have the ability to procure Salesforce offerings through the Google Cloud Marketplace, opening up new possibilities for global businesses to optimize their investments across Salesforce and Google Cloud and benefiting thousands of existing joint customers. Action: Enhanced Employee Productivity and Customer Service with AI-Powered Integrations Millions use Salesforce and Google Cloud daily. This partnership prioritizes choice and flexibility, enabling seamless cross-platform work. New and deeper connections between platforms like Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite, as well as Slack and Google Workspace, will empower AI agents and service representatives with unified data access, streamlined workflows, and advanced AI capabilities, regardless of platform. Salesforce and Google Cloud are deeply integrating their customer service platforms—Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite—to create a seamless and intelligent support experience. Expected later this year, this unified approach empowers AI agents in Service Cloud with: Salesforce and Google Cloud are also exploring deeper integrations between Slack and Google Workspace, boosting productivity and creating a more cohesive digital workspace for teams and organizations. The companies are currently exploring use cases such as: Expanding Partnership Capabilities and Integrations This partnership goes beyond core product integrations to deliver a more connected and intelligent data foundation for businesses. Expected availability throughout 2025: This landmark partnership between Salesforce and Google represents a strategic paradigm shift in enterprise AI deployment, emphasizing infrastructure innovation, AI capability enhancement, and enterprise value. The integration of Google Search grounding provides a unique competitive advantage, offering real-time, factual responses backed by the world’s most comprehensive search engine. The companies are committed to ongoing innovation and deeper collaboration to empower businesses with even more powerful solutions. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

February 24, 2025in Agentic AI, Artificial Intelligence, Data, Enterprise, Google, Salesforce, Salesforce Commerce Cloud, Salesforce Service Cloud, Technology0 Comments

Amadeus and Salesforce Expand Partnership

Amadeus and Salesforce Expand Partnership to Transform Hotel Service Centers Amadeus is deepening its collaboration with Salesforce to develop a next-generation hotel service center, designed to tackle key challenges in hospitality reservations and customer service. Currently in development, this innovative solution integrates Salesforce Service Cloud with Amadeus’ Central Reservations Systems and Guest Interaction solutions, targeting the global hospitality market. Enhancing the Guest Experience and Driving Revenue At its core, the new service center will elevate the Amadeus Central Reservations System (ACRS™) and iHotelier® by streamlining booking experiences and transforming how call center agents assist travelers. Key benefits include: By leveraging intelligent automation and real-time guest insights, hotels can enhance customer interactions, drive incremental revenue, and deliver more tailored experiences. A Flexible, Scalable Solution for All Hotel Operators The new service center is designed for maximum adaptability, enabling hoteliers to seamlessly integrate with Salesforce Service Cloud while scaling from entry-level solutions to advanced implementations. Capabilities range from basic booking and guest profile management to advanced features such as: ✔ Agent task automation for improved efficiency.✔ Ongoing case management to ensure seamless guest support.✔ Omnichannel communications for a unified guest experience. From boutique hotels to global chains, operators can now access enterprise-grade technology tailored to their needs, boosting both service quality and operational efficiency. Leveraging AI and Automation to Empower Hotel Agents Recognizing the potential of Agentforce to enhance productivity, Amadeus is exploring AI-driven automation and intelligent case management to further streamline workflows and optimize customer service operations. Brian Landsman, EVP, Global Business Development and Partnerships at Salesforce, stated: “Building on the success of Amadeus Delphi® on Salesforce, Amadeus has chosen the Salesforce Platform and Agentforce to scale its new Service Center offering. This collaboration empowers customer service representatives with the combined power of Salesforce Service Cloud and Amadeus’ ACRS and iHotelier solutions. We see incredible potential in continuing to bring innovations to our mutual customers.” Peter Waters, Executive Vice President, Hotel IT Solutions at Amadeus, added: “We’re thrilled to expand our partnership with Salesforce to deliver an end-to-end solution that enhances hotel guest services while driving bookings and revenue. By optimizing guest management and service workflows, this next-generation service center will redefine hospitality operations.” Tectonic has additional implemented Salesforce Marketing Cloud Engagement with Amadeus for marketing automation. About Amadeus Amadeus powers personalized, seamless travel experiences, helping hospitality providers attract, serve, and retain guests. With over 30 years of expertise, Amadeus develops cutting-edge, open software solutions that drive operational efficiency and customer satisfaction. With a presence in 175+ countries, Amadeus is committed to enabling hotels to create unforgettable guest experiences while maximizing revenue opportunities. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

February 21, 2025in Data, Enterprise, Salesforce, Salesforce Service Cloud, Technology0 Comments

17Feb

Salesforce Service Assistant Now Generally Available

Salesforce Service Assistant Now Generally Available in Service Cloud Salesforce has officially launched Service Assistant in Service Cloud, bringing AI-powered agent guidance to customer service teams. The assistant creates step-by-step action plans to help agents resolve queries efficiently by analyzing intent, case history, and customer context. Previously known as Salesforce Service Planner, the solution entered a pilot phase in October 2024 and is now live just four months later. Enhancing Accuracy with Data Cloud Integration To maximize accuracy, Salesforce recommends integrating Service Assistant with Data Cloud and the contact center knowledge base. This connection enables the assistant to access critical business processes and customer history across service, sales, marketing, and more. Key Features of Service Assistant Beyond real-time agent guidance, Service Assistant introduces two standout capabilities: This continuous learning cycle improves agent proficiency, enhances customer satisfaction, and reduces Average Handling Time (AHT). What’s Next for Service Assistant? Despite these capabilities, Salesforce plans to further enhance Service Assistant. In a recent webinar, Kevin Qi, Associate Product Manager at Salesforce, revealed upcoming enhancements in the Summer ’25 release (June 2025): “The next phase of Service Assistant involves actionable plans. It will not only guide service reps but also automate steps like looking up orders and checking eligibility to speed up case resolution.” Beyond summer, Salesforce aims to make Service Assistant more adaptive, supporting additional channels such as messaging and voice while dynamically adjusting to case context changes. Expanding AI & Agentforce Capabilities in Service Cloud Alongside Service Assistant, Salesforce has introduced several AI and Agentforce capabilities across Service Cloud. Highlighted features include: What’s Coming in the Summer ’25 Release? One of the most anticipated features in June 2025 is Agentforce: Service Actions in Slack. Salesforce already enables case swarming in Slack, allowing agents to collaborate with external teams. Now, this guidance will be automatically recorded in the case summary and converted into knowledge articles for future reference. Other upcoming knowledge management features include: Custom AI with Agentforce Beyond prebuilt AI solutions, Agentforce enables brands to create AI-powered workflows tailored to their needs. Service teams can: By integrating Agentforce with Data Cloud, businesses can connect cross-platform workflows and automate enterprise-wide operations. Content updated March 2025. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

February 17, 2025in Data, Enterprise, Salesforce, Salesforce Service Cloud0 Comments

07Jan

Why Choose Salesforce as Your Mortgage CRM?

Centralized Data Storage & Management Salesforce Mortgage CRM consolidates all your mortgage data into a single platform, offering a unified view of client information, loan details, and transaction history. This eliminates the confusion of scattered data, ensuring brokers have quick access to crucial information. For instance, if a client calls with questions about their loan, brokers can immediately retrieve accurate details, enhancing trust and improving the client experience. Accurate Loan Forecasting With AI-driven data analytics, Salesforce provides actionable insights into future loan opportunities, potential risks, and projected income. By analyzing historical data, brokers can predict client behavior, such as the likelihood of refinancing. This proactive approach allows brokers to deliver tailored offers, increasing conversions and client satisfaction. Seamless Collaboration & Secure Data Sharing Effective communication within an organization is essential, and Salesforce Mortgage CRM excels at connecting team members across locations and devices. Features like document management ensure efficient workflows through version control, rights management, and advanced search capabilities. Brokers can also share select records or documents securely with external stakeholders by granting limited access, ensuring confidentiality while streamlining the lending process. Top-Notch Security Salesforce Mortgage CRM prioritizes data security with multi-level protocols, including multi-factor authentication, data encryption, 24/7 monitoring, and an advanced Trust Layer. These features ensure that sensitive client information, such as financial and personal data, is safeguarded, fostering confidence among potential borrowers. Personalized Client Interactions Every client’s journey is unique, and Salesforce empowers brokers to deliver personalized experiences. For example, if a client’s fixed-rate term is nearing its end, Salesforce can automate outreach with refinancing options. This level of personalization improves client satisfaction and strengthens retention strategies. In-Depth Analytics and Visualization Salesforce offers robust analytics tools to provide mortgage professionals with insights into client behavior, market trends, operational performance, and risk factors. Interactive dashboards and customizable reports enable brokers to visualize metrics like loan-to-value ratios, debt-to-income ratios, and delinquency rates. These insights help streamline operations, improve profitability, and mitigate risks. Automation and AI-Powered Assistance Salesforce integrates cutting-edge AI tools to automate routine tasks, segment clients, and deliver tailored recommendations. Brokers can use these tools to identify refinancing opportunities, streamline workflows, and increase efficiency. While advanced AI features may require premium subscriptions, Salesforce also provides no-code automation capabilities. Tools like Salesforce Flow allow users to create automated workflows for tasks such as data entry, follow-ups, and approvals. For complex workflows, Flow Orchestrator enables brokers to coordinate multi-step processes seamlessly. These automation features eliminate manual tasks, freeing brokers to focus on high-value activities. Streamline Your Lending Process with Salesforce Mortgage CRM Whether you’re looking to centralize your data, enhance client relationships, or improve operational efficiency, Salesforce Mortgage CRM offers a comprehensive solution. Its combination of AI, analytics, and automation ensures that your team can work smarter, not harder. Ready to transform your mortgage business? Let Salesforce help you achieve greater efficiency and client satisfaction today. Unlock the Full Potential of Mortgage Lending with Salesforce Mortgage CRM Automation Without AI Salesforce Mortgage CRM streamlines repetitive tasks through its no-code automation capabilities, removing the need for AI. Salesforce Flow allows brokers to create automated workflows triggered by specific events, such as follow-up tasks, reminders, or status updates. For more intricate workflows, Flow Orchestrator provides seamless coordination for multi-step processes, including approvals, ensuring a smooth lending experience. Whether sending monthly statements or routing documents between stakeholders in the approval process, Salesforce Mortgage CRM automates these tasks based on your predefined rules. For enterprises, Financial Services Cloud (FSC) offers pre-built templates to manage mortgage applications. For SMBs, building tailored flows from scratch can be a more efficient and cost-effective solution, offering greater customization without overpaying for unused FSC features. An excellent example of Salesforce’s versatility is integrating scheduling tools like Calendly with borrower portals built in Experience Cloud. These portals allow clients to book appointments while considering time zone differences and send automated reminders, ensuring seamless borrower engagement. Platform Customization and Scalability Salesforce is an agile platform that adapts to your business needs. Need custom fields for underwriting criteria? A new object to track loan pipeline opportunities? Or automated workflows to manage approvals? Salesforce’s intuitive point-and-click configuration tools empower you to customize your system without complex coding, making it a perfect fit for businesses of any size. Seamless Integration with Third-Party Tools Salesforce’s vast ecosystem, powered by the AppExchange, offers over 7,000 add-ons to enhance your CRM’s functionality. From digital signature solutions to mortgage rate comparison tools, these integrations eliminate the need for extensive custom development. If your unique needs aren’t met by existing options, Salesforce’s certified AppExchange partners can help create tailored solutions. Salesforce Products Tailored for Mortgage Lending Firms 1. Financial Services Cloud (FSC) FSC is purpose-built for the financial services industry, including mortgage lending. It provides a 360-degree view of clients, integrating their financial holdings, activities, and loan details. With FSC, lenders can offer personalized recommendations, streamline the underwriting process, and stay compliant with industry regulations using built-in risk management tools. 2. Marketing Cloud Account Engagement (Pardot) Pardot empowers lenders to engage potential borrowers effectively. For example, a mortgage firm targeting first-time homebuyers can use Pardot to create automated, personalized email campaigns, nurturing leads with tailored content about loans, interest rates, and homebuying tips.Real-time insights and Einstein-powered predictive lead scoring help mortgage professionals prioritize high-value leads and track engagement through detailed campaign performance metrics, such as Multi-Touch Attribution Reports. 3. Experience Cloud For mortgage firms looking to provide a self-service option, Experience Cloud allows for building custom portals and websites. Borrowers can use these portals to upload documents, track application statuses, and access loan details. The drag-and-drop design tools and pre-built templates make it easy to create branded, user-friendly interfaces without requiring extensive coding. 4. Service Cloud Customer service is critical in the mortgage process, and Salesforce Service Cloud enhances this experience with omnichannel support across email, chat, and phone. Borrowers can quickly get answers to questions about their applications, while automation retrieves and shares relevant data instantly. This improves response times, reduces manual effort, and ensures borrowers receive

January 7, 2025in AI Tools, Data, Enterprise, Salesforce, Salesforce Development Services, Salesforce Experience Cloud, Salesforce Financial Services Solutions, Salesforce Flow, Salesforce Marketing Cloud, Salesforce Service Cloud

Service Cloud or Sales Cloud for Service

4 Reasons to Use Salesforce Service Cloud Over Sales Cloud’s Standard Case Functionality When businesses aim to elevate their customer support operations, Salesforce is often their platform of choice. While Sales Cloud and Service Cloud both help manage customer interactions, their core purposes differ. Sales Cloud focuses on managing the sales pipeline, whereas Service Cloud is specifically designed to optimize customer service and support processes. Here are four compelling reasons to choose Service Cloud for your customer support needs. 1. Advanced Case Management Features Service Cloud offers robust tools to manage customer cases with efficiency, far surpassing the basic case functionality available in Sales Cloud. Key Service Cloud Features: While Sales Cloud does support basic case management, it lacks these advanced features. Attempting to replicate them in Sales Cloud often requires extensive customization and development. 2. Omni-Channel Support for Seamless Customer Communication Modern customer service spans multiple channels, including chat, email, phone, and social media. Service Cloud provides powerful omni-channel capabilities to unify communication across all these touchpoints—something Sales Cloud does not offer. Key Service Cloud Features: Sales Cloud’s functionality centers on sales processes, leaving it without native support for omni-channel routing or social media integrations for customer support. 3. Knowledge Base for Self-Service and Agent Efficiency Service Cloud enables organizations to build and maintain a knowledge base, empowering both customers and agents with quick access to solutions. Key Service Cloud Features: Sales Cloud does not include tools for creating a knowledge base, self-service portals, or case deflection, as it is designed primarily for sales teams. 4. Entitlements and Service Contracts for Enhanced Customer Support Service Cloud provides specialized tools for managing entitlements and service contracts, ensuring customers receive the level of support they’re entitled to. Key Service Cloud Features: Sales Cloud does not offer dedicated features for managing entitlements or service contracts, limiting its utility for businesses focused on structured customer support. Why Service Cloud is the Better Choice for Customer Support While Sales Cloud is a powerful tool for managing sales pipelines, it falls short in addressing the complex needs of modern customer support. Service Cloud provides: If your priority is delivering exceptional customer support and enhancing customer satisfaction, Service Cloud is the clear choice. With its comprehensive features, your support team will be empowered to work more efficiently, resolve issues faster, and provide outstanding service across all channels. Invest in Service Cloud to transform your support operations and create seamless, satisfying experiences for your customers. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

January 6, 2025in Salesforce, Salesforce Service Cloud

16Dec

Innovate Vacation Ownership with Salesforce

As the vacation ownership industry grows, focus on innovation, personalization, and partnerships sets Salesforce apart. By leveraging Salesforce and Tableau, the company ensures its systems, teams, and customer experiences evolve to meet the expectations of modern travelers, delivering on its promise of unforgettable vacations.

December 16, 2024in Data, Enterprise, Mulesoft, Salesforce, Salesforce Experience Cloud, Salesforce Hospitality Travel and Transportation, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement (Pardot), Salesforce Optimization, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Tableau, Salesforce Timeshare

salesforce government digital transformation

11Dec

Salesforce Drives Digital Transformation in Governmental Agencies

How Salesforce Drives Digital Transformation in Governmental Agencies in 2025 In the evolving digital age, government agencies face an increasing demand to modernize their services, improve citizen engagement, and deliver seamless digital experiences. These organizations require transformational technologies that not only streamline internal operations but also adopt a citizen-first approach. Salesforce emerges as a key enabler of this transformation, empowering government agencies with tools to build unified, transparent platforms while fostering efficiency and enhancing citizen interaction. Leveraging Salesforce Commerce Cloud and Salesforce CRM, agencies can overcome common challenges and embrace a more digitally enabled public sector. Let’s explore the pressing challenges government agencies face and how Salesforce provides practical, scalable solutions to address them. 1. Citizen Engagement and Accessibility: Bridging the Digital Divide Challenge: Citizens now expect government services to be as user-friendly and accessible as private-sector experiences. Lengthy response times, disconnected platforms, and inconsistent experiences across digital and physical touchpoints erode trust and hinder accessibility. Solution: 2. Data Security and Compliance: Safeguarding Citizen Trust Challenge: Handling sensitive citizen data requires robust security and strict compliance with regulations like GDPR, CCPA, and other local data privacy laws. Solution: 3. Legacy Systems and Integration: Modernizing Infrastructure Challenge: Legacy systems often limit agility, making it difficult to integrate new technologies and slowing the pace of digital transformation. Solution: 4. Budget Constraints: Implementing Cost-Effective Solutions Challenge: Budget limitations often hinder the adoption of new technologies, especially those requiring significant upfront investment. Solution: 5. Efficient Service Delivery: Streamlining Workflows Challenge: Paper-heavy, bureaucratic processes delay service delivery and frustrate both staff and citizens. Solution: 6. Data-Driven Decision-Making: Analytics for Informed Policies Challenge: Generating actionable insights from vast amounts of data is challenging, affecting policymaking and government efficiency. Solution: 7. Enhancing Collaboration: A Unified Workforce Challenge: Siloed departments hinder collaboration and reduce overall productivity, making it difficult to provide cohesive citizen services. Solution: 8. Real-Time Responsiveness: Meeting Citizen Expectations Challenge: Citizens expect real-time support and proactive communication from government agencies. Delays lead to frustration and diminished trust. Solution: Transforming Government Services with Salesforce Salesforce Commerce Cloud and Salesforce CRM are tailored to address public sector challenges in 2025. By leveraging these tools, government agencies can: Salesforce offers a clear path to a digitally empowered future, enabling government agencies to meet today’s demands while laying the foundation for innovation. Ready to Transform?If your agency is ready to embrace digital transformation, streamline operations, and enhance citizen services, Salesforce can help you get there. Let’s discuss how Salesforce solutions, supported by expert implementation, can drive meaningful change for your organization and your citizens. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

December 11, 2024in Data, Laws, Mulesoft, Public Sector Solutions, Salesforce, Salesforce Commerce Cloud, Salesforce Government Cloud, Salesforce Service Cloud, Salesforce Shield

11Dec

Leverage AI to Enhance Customer Retention

Leverage AI to Enhance Customer Retention and Reduce Churn Customer churn is among the most expensive challenges businesses face—and one of the hardest to tackle. Predictive and generative AI technologies offer an immediate opportunity to boost retention rates. When applied strategically, these tools can revolutionize how customer service and support teams operate, creating measurable improvements in retention and overall customer satisfaction. A recent McKinsey & Company study highlights the impact of AI in customer service. One company reported a 14% increase in issue resolution and a 9% reduction in issue handling time with generative AI. Requests to escalate to a manager dropped by 25%, and employee retention in service roles improved. When every percentage point matters, AI’s ability to engage and retain customers (and employees) can significantly affect your bottom line and business success. The Cost of Poor Customer Service on Retention Retaining existing customers is far more cost-effective than acquiring new ones. Happy, long-term customers are also more likely to purchase additional products or services, making upselling and cross-selling efforts easier. However, poor customer service experiences—such as lengthy hold times, repeating information, or unhelpful chatbot interactions—can damage customer relationships and lead to churn. As Salesforce points out, these four signs indicate broken customer service: To address these challenges, a seamless, data-driven approach to customer service is essential. Prevent Churn with CRM + AI Customer data spans multiple touchpoints, from website visits to call center interactions. Without a unified view, even the most skilled service teams struggle to deliver exceptional experiences. A solution like Salesforce Service Cloud, enhanced by AI tools such as Agentforce Service Agents, empowers teams to: By combining predictive analytics with a unified customer experience platform, businesses can deliver personalized, proactive service that fosters loyalty. Retention Agent: The AI Solution for Customer Retention Retention Agent, part of Tectonic’s Agentforce suite, leverages AI to identify at-risk customers and equip sales, service, and support teams with actionable insights. It provides recommendations for re-engagement strategies, personalized offers, and targeted communications to prevent costly churn. Here’s how Retention Agent works: By integrating AI into customer service operations, businesses can stay ahead of churn, improve satisfaction, and build stronger, longer-lasting customer relationships. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

December 11, 2024in AI Tools, Data, Generative AI, Salesforce, Salesforce Service Cloud

02Dec

Salesforce for Manufacturing

Salesforce for Manufacturing: Field Service Spark that Fuels Operational Excellence Traffic control ensures vehicles stay on course, avoid disruptions, and arrive safely, safeguarding travelers. Similarly, Salesforce Field Service (formerly known as Salesforce Field Service Lightning) acts as the traffic cop for effective field service management, ensuring seamless operations. It assigns the right tasks to the right technicians with real-time updates and provides essential tools for optimal efficiency. This comprehensive platform addresses routing needs while streamlining processes to boost operational outcomes. “The key is not to prioritize what’s on your schedule, but to schedule your priorities.” – Stephen Covey Salesforce Field Service eliminates guesswork in scheduling. By leveraging data-driven strategies, it enhances operational efficiency and integrates effortlessly into manufacturing workflows. Implementation of this platform results in a 32% increase in mobile worker productivity, making it an essential solution for manufacturers today. To unlock its full potential, partnering with a Salesforce consulting expert like Tectonic ensures the solution is tailored to your specific needs. In this insight, we’ll explore how Salesforce Field Service can optimize manufacturing operations, improve productivity, and transform field service management into a streamlined and efficient process. Understanding Salesforce for Manufacturing Traffic control’s efforts to ensure smooth operations mirror the complexity of managing manufacturing field service tasks. Manufacturers often face challenges such as technician scheduling difficulties and communication breakdowns. Salesforce Field Service effectively addresses these issues with features like: With Salesforce Field Service, manufacturers achieve control, visibility, and operational efficiency, transforming chaos into coordinated success. 90% of decision-makers say their company invests in specialized technology to improve mobile worker productivity. – Salesforce Benefits of Salesforce Field Service in Manufacturing Salesforce Use Cases for Manufacturing Real-Life Success Stories with Salesforce Field Service Why Tectonic is the Ideal Partner for Salesforce Field Service Implementation Problem Statement: A leading electrical appliance manufacturer struggled with outdated manual scheduling, inefficient workflows, and excessive field visits, negatively impacting efficiency and customer satisfaction. Solution Offered: Salesforce implemented Salesforce Service Cloud integrated with Field Service, optimizing scheduling, dispatching, and field operations for enhanced productivity and superior customer service. Results Achieved: Your Path to Field Service Excellence Just as traffic control ensures safe and timely travelts, Salesforce Field Service organizes and streamlines field operations. With its capabilities for real-time scheduling, proactive maintenance, and optimized routing, it becomes an invaluable resource for manufacturers. Tectonic’s Salesforce consulting expertise ensures your manufacturing needs are met with precision. By implementing a tailored solution, you’ll unlock operational efficiency, enhance customer satisfaction, and drive business growth. Contact us now to take your manufacturing success to the next level! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

December 2, 2024in Data, Salesforce, Salesforce Service Cloud, Technology

26Nov

Is Your LLM Agent Enterprise-Ready?

Customer Relationship Management (CRM) systems are the backbone of modern business operations, orchestrating customer interactions, data management, and process automation. As businesses embrace advanced AI, the potential for transformative growth is clear—automating workflows, personalizing customer experiences, and enhancing operational efficiency. However, deploying large language model (LLM) agents in CRM systems demands rigorous, real-world evaluations to ensure they meet the complexity and dynamic needs of professional environments.

November 26, 2024in Data, Enterprise, Salesforce, Salesforce Service Cloud

22Nov

Energy and Utilities with Salesforce Winter 25 Updates

If you’re ready to embrace these innovations, reach out to Tectonic for expert guidance on optimizing your Salesforce instance. Together, we can help your organization harness the full potential of these game-changing features.

November 22, 2024in Data, Salesforce, Salesforce Development Services, Salesforce Einstein, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Sales Cloud, Salesforce Service Cloud, Technology

09Nov

New Era of Unified CX

AWS has unveiled a preview of its latest CX offering: Salesforce Contact Center with Amazon Connect. This solution integrates Amazon Connect’s channels directly within Salesforce Service Cloud, offering businesses a seamless, unified platform for Contact Center as a Service (CCaaS) and CRM.

November 9, 2024in Data, Enterprise, Salesforce, Salesforce Data Cloud, Salesforce Service Cloud

21Oct

How Skechers Solved Its Ecommerce Challenges

Skechers Boosts Direct-to-Consumer Sales with Ecommerce Platform Upgrades Skechers, now a global brand in 2024, credits its recent ecommerce platform upgrades for saving time and increasing direct-to-consumer sales. However, it wasn’t always equipped with the right technology to support its massive growth. During Salesforce’s Dreamforce conference in San Francisco, Eric Cheng, Skechers USA Inc.’s director of ecommerce architecture, shared insights into how key technology decisions helped the brand expand and enhance its website and content capabilities. “Today, we’re present in over 180 countries worldwide,” Cheng said, speaking on stage at the Moscone Center. Skechers’ journey began in 1992, and its expansion has taken the brand across borders, reaching millions of customers worldwide. “We connect hundreds of millions of customers through our retail stores and ecommerce platform to deliver a unique experience,” Cheng noted, emphasizing the need to meet the diverse demands of each market. Skechers ranks No. 273 in the Top 1000, Digital Commerce 360’s ranking of the largest North American e-retailers by online sales, where it is categorized as an Apparel & Accessories retailer. Digital Commerce 360 projects that Skechers will reach 0.65 million in online sales by 2024. Ecommerce Platform Challenges Cheng acknowledged that Skechers’ digital transformation wasn’t immediate: “The journey did not just happen overnight; it took time and effort.” Skechers faced challenges in three key areas: content management, scalability, and customer experience. The legacy system was inadequate, lacking robust tools for efficient content delivery, previewing scheduled content, and handling localization. As Cheng described, launching a marketing page often required the content team to be on standby at midnight—an unsustainable approach for 17 countries. How Skechers Solved Its Ecommerce Challenges To overcome these hurdles, Skechers partnered with Astound Digital. Together, they implemented Salesforce Service Cloud and Manhattan Active Omni for order management. Kyle Montgomery, senior vice president of commerce at Astound Digital, joined Cheng on stage and highlighted the goal: “Their vision was to unify, supply, and scale.” This transformation enabled Skechers to bring 17 countries in Europe, Japan, and North America onto a single platform. Jennifer Lane, Salesforce’s director of success guides, also emphasized the flexibility achieved using Salesforce’s Page Designer and localization solutions from Salesforce’s AppExchange. Integrations with Thomson Reuters for tax, CyberSource for payments, and Salesforce Marketing Cloud for personalization further enhanced Skechers’ capabilities. The Results Cheng highlighted three key improvements after the ecommerce overhaul. First, content creation and localization tools improved operational efficiency by over 500%. The time to launch in new markets was dramatically reduced from five months to just a few weeks. Additionally, Skechers saw a notable sales boost, with a 24.5% increase in its direct-to-consumer segment during Q1 2023. Skechers’ success demonstrates the significant impact of a well-executed ecommerce platform upgrade, allowing the brand to scale globally while improving customer experience and operational efficiency. Contact Tectonic to learn what Salesforce can do for you. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 21, 2024in Google, Salesforce, Salesforce Marketing Cloud, Salesforce Service Cloud, Technology

12Oct

Salesforce Powering EVPassport

EVPassport, a global leader in EV charging networks, announced an expanded partnership with Salesforce to enhance its customer experience through the deployment of Salesforce Service Cloud. This initiative solidifies EVPassport’s standing as a top provider in the EV charging space, recognized for customer satisfaction, loyalty, and reliability. With Salesforce Service Cloud, EVPassport can deliver more personalized, efficient service and support to its enterprise, commercial customers, and electric vehicle drivers. The platform enables deeper insights into each driver’s journey, resulting in a seamless, tailored experience. Hooman Shahidi, co-founder and CEO of EVPassport, highlighted the significance of Salesforce in driving the company’s next-generation mobility experience, stating, “As we build the mobility experience of tomorrow, having the right partners is crucial. Salesforce’s innovative solutions will help us exceed the evolving needs of our customers, sites, and communities.” By leveraging Salesforce’s AI, data, and CRM capabilities, EVPassport aims to strengthen customer connections and improve operational efficiency, ensuring a forward-thinking approach to EV charging for years to come. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

October 12, 2024in Data, Enterprise, Salesforce, Salesforce Service Cloud

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