Google Archives - gettectonic.com

11Aug

Multi-Channel Campaigns

Leveraging Salesforce for Multi-Channel Campaign Management with Tectonic In today’s dynamic marketing landscape, businesses need to connect with their audience across multiple channels—email, social media, web, and beyond. Managing these campaigns effectively can feel like juggling too many balls at once, especially when aiming to maintain consistent messaging, track performance, and maximize ROI. That’s where Salesforce, paired with expertise from Tectonic, makes all the difference. Salesforce simplifies multi-channel campaign management, helping businesses stay organized, boost engagement, and achieve measurable results. Let’s dive into how this powerful platform, supported by Tectonic’s expertise, takes campaign management to the next level. The Challenge Marketing teams often face obstacles like: The Solution: Streamlined Multi-Channel Campaign Management Salesforce, with Tectonic as your trusted partner, transforms the complexity of multi-channel campaigns into a streamlined and effective process. By integrating channels, automating workflows, and delivering real-time insights, businesses can engage their audience and achieve exceptional results. 1. Centralized Campaign Planning Salesforce Marketing Cloud provides a centralized platform for planning and managing campaigns across channels—email, SMS, social media, and paid ads—all from one dashboard. This unified view ensures messaging and branding stay consistent while fostering seamless collaboration across teams. Tectonic enhances this process by ensuring your Salesforce environment is optimized for your specific needs. 2. Personalized Messaging at Scale Salesforce’s AI-powered tools, such as Einstein AI, analyze customer data to craft personalized content for every audience segment. These tools allow businesses to create tailored emails, ads, and social media posts that resonate with specific groups. With Tectonic’s guidance, you can implement personalization strategies that drive engagement and conversions to new heights. 3. Real-Time Performance Tracking Salesforce consolidates campaign performance data into a single platform, providing real-time metrics like open rates, click-through rates, social engagement, and conversions. Customizable dashboards allow your team to monitor results at a glance, enabling quick adjustments for maximum impact. Tectonic can help design these dashboards for clarity and actionable insights. 4. Automation for Efficiency Managing multi-channel campaigns involves countless tasks, but Salesforce automates processes such as scheduling, triggering emails, and personalizing messaging based on user behavior. By streamlining these repetitive tasks, your team can focus on creativity and strategy. Tectonic’s expertise ensures these automations are tailored to fit your business workflows perfectly. 5. Seamless Integration Across Channels Salesforce integrates with platforms like Google Ads, Facebook, LinkedIn, and Instagram, consolidating data into one ecosystem. This eliminates the need for manual data collection, saving time and improving accuracy. Tectonic ensures these integrations are set up seamlessly, so you can focus on running impactful campaigns. Strategies for Success with Salesforce Why Tectonic + Salesforce? Tectonic combines deep Salesforce expertise with a keen understanding of marketing challenges to help you fully unlock the platform’s potential. Together, Salesforce and Tectonic empower businesses to achieve more efficient, impactful, and ROI-driven campaigns. Ready to revolutionize your multi-channel marketing strategy? Let Tectonic guide you to Salesforce success. Content updated December 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

August 11, 2023in AI Tools, Data, Google, Salesforce, Salesforce Marketing Cloud

Salesforce Marketing Cloud Journey Builder

13Jul

Journey Builder Explained

In B2C marketing, the focus on Journey Builder within the Marketing Cloud framework is essential to take customers on journeys with personalized interactions depending on where they are at in the buying cycle. This tool empowers marketers to craft intricate marketing journeys that deliver personalized experiences to customers. Operating within Marketing Cloud, the journey tool orchestrates comprehensive customer journeys, facilitating interactions across multiple platforms such as email, mobile, advertising, and websites. It stands as a foundational element of Marketing Cloud, primarily tailored for B2C initiatives. Salesforce Journey Builder facilitates a deeper understanding of customers by triggering actions based on their unique behaviors and ensuring consistent messaging across channels. As consumers navigate seamlessly between platforms and devices, brands must offer personalized and seamless journeys to maximize customer lifetime value. To achieve this, marketers must address key questions: Answering these questions requires a comprehensive view of the customer journey, with actions aligned to evolving customer expectations. With Salesforce Marketing Cloud Journey Builder, marketers can attain a unified view of all customer interactions, optimizing end-to-end journeys. Journey Builder provides visibility into consumer interactions across marketing channels, including email, mobile, social ads, and more. By connecting these interactions, marketers gain insights for improved message crafting, campaign design, and automation, fostering seamless customer experiences and fostering loyalty. Interactions a customer may have with the brand throughout their journey include clicking on an ad, opening an email, making a purchase, conversing with customer support, and more. Journey Builder, as an event-driven tool, initiates conversations based on customer history, preferences, and real-time behavior, supporting visual mapping of simple or complex journeys. However, Journey Builder operates within Marketing Cloud and utilizes content and audiences from Email Studio, Mobile Studio, Advertising Studio, Content Builder, and Audience Builder. It leverages event-driven triggers to react to customer actions, such as downloading an app or leaving a shopping cart abandoned, thus enabling timely and relevant responses. Key features of Journey Builder include a user-friendly drag-and-drop interface, entry and filter criteria for swift actions, and powerful add-ons for enhanced functionality. Ultimately, Salesforce Journey Builder facilitates a seamless customer experience by guiding journeys, ensuring consistent messaging, adapting to evolving needs, and maintaining brand consistency across channels. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 13, 2023in Data, Google, Salesforce, Salesforce Marketing Cloud

30Mar

Data Cloud and Marketing Cloud Personalization

Choosing the correct Customer Data Platform (CDP) for your organization is crucial for adapting to challenges and capitalizing on opportunities in the evolving marketing technology landscape. While AI, behavioral patterns, and infrastructure play pivotal roles in this decision-making process, it’s essential to understand the landscape. However, the same factors, including AI, behavioral habits, and infrastructure, can influence this decision. Data Cloud and Marketing Cloud Personalization together capture and utilize customer data. Selecting the right tools makes it easier to know and cater to your prospects and customers. Without them, you are firing into the darkness. You must understand the necessary infrastructure for a marketing technology team to meet challenges and leverage new opportunities. It integrates four essential AdTech (Advertising Technology) principles applicable to MarTech in the evolving landscape. The external market poses challenges, notably the discontinuation of third-party cookies by major browsers like Google. This shift impacts prospecting and underscores the significance of first-party data. The rise of AI, exemplified by technologies like ChatGPT and integrated into platforms like Salesforce’s Einstein, further complicates the landscape. The AI era raises concerns about data usage and collection, employment risks, and the ethical consideratins. Organizations rush to incorporate AI, with Salesforce introducing Einstein GPT shortly after the emergence of ChatGPT. In this dynamic environment, organizations grapple with managing diverse data sources, implementing AI/ML, and ensuring privacy. AdTech principles become imperative in MarTech for effective targeting, personalization, and measurement. The focus shifts to the role of a Customer Data Platform (CDP) within the MarTech stack. Distinguishing between Data Management Platforms (DMPs), CDPs, Data Warehouses, and Data Lakes sets the stage. The article explores three CDP types: Enterprise, Event-Based, and Real-Time Personalization. The significance of a Customer Data Platform (CDP) like Salesforce’s Data Cloud cannot be stressed enough. Bear in mind there are differences between DMPs, CDPs, Data Warehouses, and Data Lakes, each with their own use cases. And for your situation a DMP, Data Warehouse, or Data Lake might be required. Salesforce’s CDP platform undergoes scrutiny, aligning its features with AdTech principles. Read more about Tectonic’s thoughts on Data Cloud here. The CDP’s contribution to targeting, personalization, and both deterministic and probabilistic measurement is detailed. Salesforce’s Data Cloud and Marketing Cloud Personalization (Interaction Studio) emerge as solutions catering to distinct needs. In conclusion we must underscore the criticality of choosing the right CDP for organizational resilience, superior customer experiences, and addressing privacy concerns. A robust infrastructure facilitates efficient data management, collaboration, and scalability, empowering organizations to make informed decisions with AI/ML and business intelligence. #data-cloud-and-marketing-cloud-personalization Like2 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

March 30, 2023in Data, Enterprise, Google, Salesforce, Salesforce Data Cloud, Salesforce Marketing Cloud, Technology

28Nov

CPQ Revenue Cloud Billing Salesforce

Unleash the Power of Salesforce CPQ for Seamless Product Configuration: CPQ Revenue Cloud Billing Salesforce Maximize the potential of Salesforce CPQ to effortlessly configure all your products. Empower sales representatives with the knowledge to provide accurate quotes through guided product discovery, solution selling, and advanced configuration logic. Boost sales productivity by seamlessly integrating configure, price, and quote capabilities into your CRM system. Quickly generate quotes with guided selling flows, product bundles, and discounting rules while ensuring business risk mitigation through built-in controls, approval workflows, and compliance measures. CPQ Revenue Cloud Billing Salesforce: Elevate your sales operations with Salesforce CPQ and Revenue Cloud, driving growth and efficiency across all sales channels while ensuring seamless customer interactions and comprehensive revenue management. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

November 28, 2022in Google, Salesforce, Salesforce CPQ, Salesforce Manufacturing Automotive Energy, Salesforce Revenue Cloud, Salesforce Sales Cloud

16Nov

CDP Salesforce

What is a CDP in Salesforce? A customer data platform (CDP) is an application that gathers, organizes and enriches data from multiple sources, while being marketer-centric, versus sales/service-centric like a CRM. It is a key enabler to organizations that want to maximize return on all the data they have collected and own around their customers. The CDP combines all the data from all the sources in real time so you can make hyper-personalized offers and experiences that feel like magic. This means connecting all the customer data back to email engines, demand-side platforms, and content management systems. What is the difference between Salesforce Genie and CDP? SFDC CDP follows the audience segmentation + data activation protocols. Salesforce Genie allows for data unification and identity resolution. Is CDP same as data cloud? Data Cloud shares the same purpose and benefits that CDPs deliver – however Data Cloud is not the same as the technology that was formerly Salesforce CDP. Data Cloud takes CDP’s capabilities, and extends the benefits right across the “Customer 360” (i.e. Salesforce’s product portfolio). What can a Customer Data Platform do for your brand? CDPs connect customer data so every team has insight into how a customer interacts with you on every platform. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

November 16, 2022in Data, Google, Salesforce, Salesforce Hospitality Travel and Transportation, Salesforce Implementation Services, Technology

09Sep

Salesforce Customer 360

Salesforce Customer 360 is a family of Salesforce products and services that help businesses manage and connect with their customers across all touchpoints. With Customer 360, businesses can access a comprehensive view of their customers, including all their interactions and data, in one unified platform. This centralized data model allows businesses to deliver personalized and connected experiences to their customers across all channels and platforms. Customer 360 fully integrates marketing, sales, commerce, service, IT, and analytics into one unified platform, enabling businesses to streamline processes, improve decision-making, automate workflows, and enhance communication and collaboration. With the help of Salesforce solutions partners like Tectonic, businesses can customize Customer 360 to fit their specific needs and business model. Customer 360 is a framework that consolidates all existing customer insights from various tables and models within your data warehouse. In addition, Customer 360 provides real-time insights and metrics through customizable dashboards and reports, helping businesses track key performance indicators and make data-driven decisions. Salesforce Customer 360 can help businesses drive innovation, increase efficiency, and deliver a better customer experience, enabling them to digitally transform their operations. 85% of customers expect consistent interactions across all departments. With Salesforce’s Customer 360, important customer data from every step of their journey is captured and stored in one place. Adding more than one app to your Customer 360 solution has measurable benefits: Salesforce and Tectonic will kickstart your business’s digital transformation in 2023. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 9, 2022in Data, Google, Salesforce, Salesforce Hospitality Travel and Transportation, Salesforce Implementation Services, Salesforce Manufacturing Automotive Energy

12Aug

Permission-Based Marketing

What Does Permission-Based Marketing Mean for Your Email Lists? At its core, permission-based marketing is about obtaining explicit consent before emailing your prospects. Whether you’re new to this concept or need a refresher, this guide answers frequently asked questions about email list sourcing and ensures compliance with Marketing Cloud Account Engagement’s (formerly Pardot) policies. Common Email List Source Questions 1. I purchased a list from a third party that claims it’s opted-in. Can I email it with Account Engagement?NO. Using purchased lists violates our permission-based marketing policy and constitutes spam. Sending unsolicited bulk emails damages your sender reputation and risks your company’s credibility. 2. I got a list from a membership directory of my industry group. Can I email it?NO. Third-party lists are prohibited, regardless of source. To use this list, solicit explicit permission via one-to-one outreach (outside Account Engagement) or phone campaigns. 3. Someone followed my business on LinkedIn or social media. Does that mean they opted in?NO. Social media follows or connections don’t equal consent to receive marketing emails. Without explicit permission, they didn’t opt-in. 4. CAN-SPAM only requires an unsubscribe link. Can I email any list through Account Engagement?NO. Compliance with CAN-SPAM is not enough. Account Engagement mandates explicit consent as part of its terms of service. Including an unsubscribe link does not override this requirement. 5. I got a tradeshow attendee list from the organizers. Can I email them?MAYBE. Attendee lists may not include explicit consent. You can send an initial email referencing how you obtained their details and asking them to opt-in for future communications. Without their opt-in, do not email them again. 6. I collected these prospects over a year ago. Can I email them now?MAYBE. A stale list may lead to high spam complaints. Use a “Permission Pass” email to re-confirm interest. Prospects must explicitly opt-in to receive further communications. 7. My customers opted into marketing emails when buying my product. Is emailing them okay?YES! Customers who explicitly opted in are fair game. Always document and honor their preferences. 8. Tradeshow prospects filled out opt-in forms at my booth. Can I email them?YES! Opt-in forms provide explicit consent. For additional assurance, consider a “Confirmed Opt-In” process to verify their request and email validity. 9. Prospects verbally opted in. Can I use their information?Yes, but proceed carefully. Follow up with an email thanking them for opting in, reinforcing their consent to avoid spam complaints. 10. I found potential prospects on Hoovers and guessed their email addresses. Can I email them?NO. Email guessing (or appending) violates permission-based marketing policies. It’s risky for your reputation and can lead to bounces and complaints. Understanding Operational Emails vs. Marketing Emails Email communications fall into two categories: 1. Marketing Emails: Promote your business (e.g., newsletters, product updates, eBooks). These require explicit opt-in consent.2. Operational Emails: Convey critical information (e.g., legal notices, service updates) regardless of opt-in status. These emails should never include marketing content. Important Notes: Tips to Improve Email Deliverability in MCAE Why Monitoring Email Deliverability Matters Deliverability is not a one-time effort. Regularly review your lists, monitor performance metrics, and ensure compliance with email policies to maintain a strong sender reputation and maximize campaign ROI. By adhering to permission-based marketing principles, you not only protect your brand but also foster trust and build meaningful connections with your audience. Looking for more insights? Download the Expert’s Guide to Great Pardot Email Marketing today. How to Validate Salesforce and Pardot User Mappings Ensuring your Salesforce and Pardot users are correctly mapped is essential for seamless synchronization and optimal functionality. Here’s how to validate your mappings: Step 1: Verify Active Users in Salesforce Step 2: Check Pardot-to-Salesforce Role Mappings Step 3: Review Unassigned Prospects in Pardot Step 4: Sync Missing Users Result Properly mapped users ensure Salesforce and Pardot remain in sync. This enables precise segmentation, assignment, and timely notifications via email or Slack. Solution 2: Create an Identity User for Pardot Email Sender Backup Using a dedicated Salesforce Identity User can save time and reduce errors when handling email sender backups. Here’s how: Static vs. Dynamic Email Sender Types Dynamic sender options require a backup sender to avoid errors if a Prospect lacks an assigned user. Steps to Create a Salesforce Identity User Solution 3: Update User Records and Validate Tokens for Email Signatures When personalizing email signatures using Handlebars Merge Language (HML), ensure user details are up to date: Key Tokens to Use Solution 4: Handle Prospects Owned by Queues Queues cannot provide personal information (e.g., names, job titles) for dynamic sender options. To address this: Solution 5: Set Global and Default Field Values for HML in Emails Prevent empty fields in emails by: Key Takeaway To maximize the capabilities of Salesforce and Pardot, ensure user mappings are validated, backups are in place, and data flows are optimized. As always, test thoroughly to avoid surprises in your campaigns. For further assistance or questions, feel free to reach out! 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

August 12, 2022in Data, Google, Salesforce

29Jun

Forecasting Tools

Leveraging Technology and AI for Accurate Sales Forecasting Sales forecasting is essential for business success, helping organizations allocate resources, set goals, and anticipate challenges. However, forecasting is inherently complex, involving uncertainty, variability, and vast datasets. By leveraging modern tools and AI-powered technologies, businesses can streamline this process, improve forecast accuracy, and drive better decision-making. This section explores the benefits of using technology for sales forecasting, highlights key tools available in the market, and discusses how AI enhances forecasting and analytics for B2B sales. Benefits of Technology in Sales Forecasting Tools for Enhanced Sales Forecasting AI’s Role in Revolutionizing Sales Forecasting AI-driven tools enable businesses to overcome traditional forecasting limitations, offering several advantages: AI Tools for Sales Forecasting Conclusion Harnessing technology and AI for sales forecasting transforms the process from a time-consuming challenge to a strategic advantage. By adopting visualization tools, automation, and AI-powered insights, businesses can generate reliable projections, optimize decision-making, and position themselves for success in dynamic markets. Content updated November 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

June 29, 2022in AI Tools, Data, Google, Salesforce, Salesforce Einstein, Technology

01Jun

Salesforce Marketing Cloud Intelligence Explained

What is Marketing Cloud Intelligence? Salesforce’s Marketing Cloud Intelligence, formerly known as Datorama, is an analytics tool designed to integrate and visualize marketing performance data across various platforms. It caters to analytically driven marketers and seasoned analysts, providing an easy-to-use interface while offering connections to traditional BI tools like Tableau. Marketing efforts generate extensive data across multiple platforms, and Marketing Cloud Intelligence consolidates all these marketing tools into a centralized source. It serves as a comprehensive solution for reporting, measurement, and optimization. Market intelligence involves gathering real-time data from the market to understand customers, trends, behaviors, and more, enabling a company to stay competitive and meet market demands. By leveraging out-of-the-box connections, Marketing Cloud Intelligence seamlessly links platforms like Google, YouTube, Instagram, and others without the need for complex coding. The tool, now known as Marketing Cloud Intelligence, reveals trends, tracks progress against goals, and quantifies the ROI of marketing initiatives once connected. The system features a connected library of over 170 connectors for acquiring data from major advertising, commerce, CRM, and database vendors. The unique universal connector, powered by AI, allows effortless connection of any data stream within minutes, even from sources lacking an API connection. Marketing Cloud Intelligence addresses the challenge of data consistency by providing an out-of-the-box marketing data model. It helps organize data into a clear and consistent taxonomy, enriching it with naming conventions, data classification, and automated maintenance alerts for trustworthy decision-making. Beyond reporting and dashboards, Marketing Cloud Intelligence, with the assistance of Einstein, provides actionable insights. Marketers can select a KPI to improve and create a perpetual pipeline of AI insights, addressing overarching questions or specific areas like reducing spend or analyzing creative impacts. What can marketers do with Marketing Cloud Intelligence? Marketers can efficiently compile multiple sources of data in Marketing Cloud using various KPIs, creating at-a-glance and visually appealing dashboards and reports. Marketing Cloud Intelligence, powered by Datorama, facilitates the organization and analysis of diverse data within Marketing Cloud. What does Marketing Cloud Intelligence do? Marketing Cloud Intelligence integrates data from marketing and advertising platforms, web analytics, CRM, e-commerce, and more. It offers a unified view for optimizing campaign performance and real-time insights. The tool optimizes marketing spend and customer engagement with unified performance data, automated reporting, and AI-driven insights. Why is marketing intelligence important in Salesforce? Marketing intelligence tools help businesses gather and analyze market data. CRM and CDP tools, such as Salesforce Marketing Cloud Intelligence, unite data from disparate sources to provide a fuller picture of their customers and the marketplace. 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

June 1, 2022in Data, Google, Salesforce, Salesforce Marketing Cloud, Technology

17May

What is Omni-Channel Salesforce?

What is Omni-Channel Salesforce? Omni-Channel is a Salesforce feature designed for Customer Service and Console applications that automates the routing of various work items, such as Leads and Cases, to agents. It ensures that work items are assigned to agents based on their capacity, priority, skill set, and other criteria. Features of Omni-Channel Benefits Omni-Channel in Salesforce Enhanced Omni-Channel Setting Up and Using Omni-Channel Key Differences: Multichannel vs. Omni-Channel Route Work with Omni-Channel Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions. Omni-Channel routes work requests to the most available and qualified support agents in the app. You can also provide real-time operational intelligence to support supervisors with Omni Supervisor. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly. Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps. Route Work with Omni-Channel Use Omni-Channel to route work items to queues, agents, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. Omni-Channel routes work based on the defined routing logic. When an agent is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the agent’s capacity consumed by the work item. But the declined work item remains owned by the declining agent until the work is routed again. If the agent declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that agent again. If an agent accepts the work, they can transfer the work to another agent. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Set Up Omni-Channel Set up Omni-Channel to route any type of incoming work item to the most qualified, available support agents in your call center. Omni-Channel integrates seamlessly into both console and standard apps. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Test Your Omni-Channel Implementation Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. To test your implementation, route a work item to yourself. Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds. Manage Agents, Queues, and Skills with Omni Supervisor Manage agents, queues, and skills in Omni Supervisor. Get to Know the Omni Supervisor TabsSupervisors can check the health of their call center in real time using the Agents, Queues Backlog, Assigned Work, and Skills Backlog tabs in Omni Supervisor. These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers. Provide Customer Support for Real-Time Channels with Omni-Channel Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. Use the Omni-Channel Component to Work with CustomersTo begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. Use the Omni-Channel Component to Work with Customers To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. When you mark your status as available in Omni-Channel, you begin receiving work requests, like phone calls. Work items assigned to you appear in Omni-Channel until you complete, transfer, or decline them. TIP By default, phone calls are taken through the same speakers and microphone your system device uses. To take calls through different audio devices, click the Settings icon on the Omni-Channel component and choose your preferred devices under Input and Output. The devices you choose are only set only for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in Apple Safari browser. If you set up a service channel to use the tab-based capacity model, Omni-Channel determines agent capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases an agent’s capacity

May 17, 2022in Data, Enterprise, Google, Salesforce, Salesforce Implementation Services, Salesforce Service Cloud

27Apr

Slack Process Automation

Salesforce’s Slack team collaboration tool extends beyond facilitating communication across channels; it empowers users to automate routine processes seamlessly through the Workflow Builder tool. This feature, available in Slack, offers a range of tools to streamline processes both within and outside Slack, all without the need for coding. Slack process automation improves the power and usage of the collaboration tool. The versatility of workflows is vast, accommodating simple to complex processes that can connect with various apps and services, not limited to Slack and Salesforce alone. With over 2,400 apps in the Slack App Directory, integration possibilities are extensive. Should a pre-built app fall short, customization options allow tailoring to specific business needs without the necessity for coding expertise. Building a workflow primarily requires identifying routine business processes suitable for automation, whether through app installation or custom Workflow Builder creation. The absence of coding prerequisites makes this accessible to a broader audience. Workflow Builder considers any series of sequential, repeatable tasks aimed at achieving a specific goal as a viable process for automation. Since Salesforce’s acquisition of Slack in 2021, the platform has become a pivotal collaboration tool within and beyond the Salesforce ecosystem. Its popularity has surged, particularly in remote-based work environments, where integrations with various applications synchronize data into Slack, providing a single, accurate source accessible to all team members. This, coupled with automation features directly accessible from the Slack app, significantly reduces manual task durations. Eight highly recommended Slack automations, facilitated through pre-built templates, cover various aspects, including recruiting, lead management, deal alerts, quote-to-invoice processes, project status tracking, time tracking, support case management, and even creative applications like hue light automation. Tectonic offers expertise in custom Slack integrations with Salesforce projects. Companies can explore how Slack enhances team collaboration and process automation by connecting with us. Slack Workflows Importantly, Slack workflows extend beyond Salesforce integration, working seamlessly with other platforms such as Zapier, Centro, Google Sheets, AttendanceBot, Polly, Datadog, Fellow, Automate.io, BirthdayBot, Jira, Workstreams, ToDoBot, Workast, Simple Poll, and more. The Workflow Builder feature enables the creation of predefined triggers and steps to automate processes directly within the Slack app. Triggers can be manually selected, initiated by emoticon selections, or set to run automatically. Once triggered, the workflow’s steps unfold in the selected order, allowing the seamless execution of various tasks. Process Automation in Slack The possibilities for automation using Workflow Builder in Slack are extensive, ranging from employee onboarding, customer support, content and communication review, to sales lead and marketing campaign management, request approval processes, and beyond. Slack, in conjunction with Tectonic, stands ready to bring these envisioned automations to life for organizations seeking enhanced efficiency and collaboration. 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

April 27, 2022in Data, Google, Mulesoft, Salesforce, Salesforce Implementation Services, Salesforce Managed Services, Salesforce Slack

26Apr

Cloud Based Managed Services

At Tectonic, our aim is to enable you to concentrate on your business operations while we handle the intricacies of technology. Our team oversees all technology assets and evaluates your IT systems to ensure your employees have the necessary equipment to support their work. We work diligently in the background to maintain the seamless functioning of your business, encompassing tasks such as consistent backups, 24/7 server monitoring, event logging, and more. Cloud Based Managed Services. Managed Cloud Cloud managed services, or managed cloud, refer to applications, services, or ecosystems in the cloud managed by a third-party organization. These services include IT tasks like engineering on demand, operations management, 24/7 help desk support, hosting, and implementation. Cloud-based service involves the organized administration of cloud computing products and services. It encompasses processes, strategies, policies, and technology used to control and maintain public and private clouds, hybrid clouds, or multicloud environments. Cloud infrastructure managed services involve companies like Microsoft, AWS, HubSpot, IBM, and Google Cloud. This allows businesses to receive personalized tech support from specialists in specific software providers. Examples of cloud-based services include file storage and backup, web-based email, and project management tools. SaaS cloud service providers include Dropbox, G Suite, Microsoft Office 365, and Slack. While cloud service providers are cost-effective, they lack the robustness of fully managed IT services. With Tectonic, managed cloud services provide scalable solutions, offering benefits like consistent backups, disaster recovery, and flexibility to adapt to changing business requirements without downtime. Managed services differ from SaaS as they go beyond software provision, often handling networking and hardware requirements. Managed cloud services offer hybrid IT and cloud administration, with providers offering unique values in areas like migration, optimization, security, and configuration. Advantages of Managed Cloud Service Providers (MCSPs) include resource optimization, cloud service integration, and predictable spending. However, potential drawbacks include high costs, optimization impacting performance, and security risks due to multi-tenancy. Amid the global COVID-19 pandemic, cloud adoption has surged, with companies embracing remote work models. Businesses increasingly partner with cloud managed service providers to optimize IT infrastructure, address regulatory compliance, and ensure security in the cloud environment. Local servers, physically located on-premises or in private data centers, are not considered cloud services. They host applications, websites, or services within a specific organization’s infrastructure. 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

April 26, 2022in Data, Google, Salesforce, Salesforce Managed Services, Technology

13Apr

Salesforce Einstein AI

Salesforce Artificial Intelligence: Salesforce AI provides a reliable and scalable AI experience embedded in the foundation of their Einstein Platform. Leverage Salesforce’s AI capabilities within your customer data to create tailored, predictive, and generative AI solutions that cater to your diverse business requirements securely. Integrate conversational AI seamlessly into any workflow, user interface, department, or industry with Einstein. Salesforce Einstein AI is artificial intelligence for the CRM. Is Salesforce Einstein an AI? Salesforce Einstein is a comprehensive suite of CRM AI technologies designed to facilitate personalized and predictive experiences, enhancing the professionalism and appeal of your company. Since its inception in 2016, it has stood at the forefront of AI technology within the CRM domain. Is Einstein GPT available in Salesforce? Introduced at TrailblazerDX 2023, Salesforce unveiled Einstein GPT to provide auto-generated AI content directly within the Salesforce platform. Einstein GPT finds applications in Slack, sales, service, marketing, commerce, and app development, presenting numerous use cases. Salesforce’s Venture into AI: In 2016, Salesforce embraced artificial intelligence (AI) with the announcement of Salesforce Einstein. Rather than a standalone product, Einstein serves as a technology layer intricately woven into the Salesforce Lightning platform and various cloud products, addressing complex organizational structures, growing databases, and heightened customer expectations. Sales AI: Customer Service AI: Marketing AI: Commerce AI: Einstein Copilot: Einstein Copilot is a trusted generative-AI powered assistant seamlessly integrated into every Salesforce application. Whether employee-facing or customer-facing, Einstein Copilot automates tasks based on pre-built skills, utilizing prompts, APIs, Apex, and more to customize your own AI assistant. Driving Productivity with Einstein: Utilize Salesforce Einstein to drive productivity and personalization across the Customer 360. Create and deploy assistive AI experiences natively in Salesforce, allowing customers and employees to interact directly with Einstein for faster issue resolution and smarter work practices. Einstein GPT vs. ChatGPT: Differentiating between Einstein GPT and ChatGPT revolves around their specialization and versatility. Einstein GPT excels in specific areas, akin to a specialized sprinter, while ChatGPT, like a decathlete, demonstrates proficiency across various tasks. Einstein for Sales – Key Features: Einstein for Service – Key Features: Einstein for Marketing – Key Features: This comprehensive overview provides insights into the diverse functionalities of Salesforce Einstein across sales, service, and marketing, offering a range of AI-powered features tailored to specific business needs. Content updated August, 2023. Like2 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

April 13, 2022in AI Tools, Artificial Intelligence, Data, Einstein 1 Platform, Enterprise, Generative AI, Google, Mulesoft, Salesforce, Salesforce Einstein, Technology

04Apr

Salesforce Integrations for Sales and Marketing Teams

First Understand Salesforce Integrations Salesforce integrations involve establishing seamless connections between Salesforce and diverse third-party applications. These applications range from marketing automation tools and customer service software to accounting programs. The purpose is to facilitate a smooth exchange of data, ultimately enhancing Salesforce’s overall functionality. Salesforce integrations for sales and marketing teams brings all the applications needed for the relationship with prospects into one place. Salesforce’s Integration Ecosystem While Salesforce boasts a robust integration ecosystem, featuring over 3,000 integrations available on its AppExchange marketplace. Users can leverage various integration approaches: Salesforce Integrations for Sales and Marketing While there’s no complete universal list of essential Salesforce integrations for sales and marketing, several widely-used integrations cater to diverse needs: No-code Data Automation Integrations: Analytics and Reporting Integrations: Email Marketing Automation Integration: Data Storage Integration: Communications Apps Integrations: Project Management Tools Integration: Account Management Integration: CRM Tools Integration: Helpdesk Integrations: Feedback Tools Integration: These integrations facilitate efficient data handling, analytics, communication, project management, and more within sales and marketing teams. Integrations for Sales and Marketing Tools Salesforce seamlessly integrates with various tools relevant to Sales and Marketing teams, including but not limited to: Salesforce Integration with Teams and Workday The Salesforce AppExchange Salesforce’s Role in Sales and Marketing Salesforce Marketing Cloud Salesforce and ERP Integration Digital Marketing and Salesforce Salesforce’s Role in Marketing Automation Content updated November 2023. 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

April 4, 2022in Data, Enterprise, Google, Marketing Automation, Mulesoft, Salesforce, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Marketing Cloud, Salesforce Optimization, Salesforce Public Sector Solutions, Salesforce Slack

11Mar

What is Slack?

Chances are a co-worker has at least once offered to “Slack” you something—whether it’s a file, a work order, or a phone number. The first time I heard this phrase, I was concerned about potential physical harm, only to learn that “Slack” refers to a messaging application for businesses and much more. This insight takes a deep dive into Salesforce’s collaborative tool. Slack is a messaging app for businesses that connects people to the information they need. Many companies utilize Slack from Salesforce as a centralized hub for various purposes. From project collaboration to casual “water cooler” conversations. This is especially vital for remote teams spread across different locations and time zones. At Tectonic, we’ve integrated Slack channels for accounts and Salesforce tools. For projects, events, webinars, and training, fostering seamless communication. Slack is becoming increasingly popular for its compatibility with Salesforce and numerous applications, across diverse workplaces. As opposed to text messaging or emails, Slack is an efficient messaging app making it easier to communicate and organize conversations. To understand Slack, it’s helpful to distinguish between its two primary communication forms. Channels and direct messages (DMs). Slack channels are tailored by users to bring the right people together. By facilitating the sharing of information, files, thoughts, and project details. In contrast, direct messages are private, one-off conversations ideal for topics outside specific channels. Conversations within the channels are transparent and accessible to everyone, except for private channels, marked with a lock symbol. Direct messages, on the other hand, are suited for smaller, individual conversations. Starting a new conversation in the platform is as simple as clicking the compose button and drafting a message. It can be for a specific channel or individual. Mentioning a team member using @team-members-name ensures that they see your message and are notified when it is posted. Emojis Slack’s wide variety of emoji reactions add a fun element, with commonly used emojis like eyes or check marks indicating engagement or task completion. Custom emojis can be created for personalized use or to trigger automated workflows within your Salesforce project. The eyes emoji, for example, typically means the message reader is taking at a look at whatever was referenced in the post. Slack customization is a key aspect of its effectiveness. Updating your profile, integrating with your calendar for availability status, and setting relevant notifications. Utilizing shortcuts, apps, and integrations can enhance collaboration efficiency. Tectonic conducts a comprehensive discovery of your organization’s processes to recommend tailored ways this tool can boost your overall efficiency. Sharing files is easy, with seamless integration with popular file storage tools like Dropbox and Google Drive. Slack’s scheduling feature allows you to compose messages and schedule delivery at more appropriate times, making it a valuable organizational time management tool. Users can set their in and out of office times. Thus silencing notifications outside working hours. Slack also has a mobile app so users can stay connected from anywhere. Chat-based Collaboration Comparisons This chat-based collaboration tool that emphasizes communication. Whereas Microsoft Teams is a comprehensive collaboration suite that offers chat, video conference, and integrated document management. Teams is a part of the Microsoft ecosystem, while Slack is a standalone tool from Salesforce with robust third party integrations. The primary difference between Google Chat and Slack includes search and customization options and the amount of storage offered. Slack offers more customization options, Google Chat offers unlimited storage in Business and Enterprise plans. Slack differs from Skype in that it takes communication to the level of collaboration by bringing together teams, tools, and workflows in a single platform. The sweet spot for Slack seems to be in companies with 20-50 employees. Many businesses are moving away from email and into channels, Away from legacy suites and onto customizable platforms that can connect more easily. In 2019 the platform broke the 12 million user daily activity level and continues to grow by about 37% every year. Cross-channel Integrations Slack offers thousands of cross-channel integrations with other apps, not just email and Salesforce. This collaborative tool was developed by Slack Technologies, owned by Salesforce. It offers freemium and paid subscription services, and offers text messaging, file and media sharing, voice and video calls, and group chat for team collaboration. Slack has the capacity to support an unlimited number of users per organization, channels per workspace, and over 100,000 users on a channel. All content in the channels is searchable. Thereby making it an easy repository for conversations which ultimately contain a lot of information users want to reference back to. Slack also offers bookmarking of content, pinning of content and other assorted features for information organization. Default Slack settings encrypt data at rest and data in transit. Data is further protected with tools like Slack Enterprise Key Management, audit logs, and integrations with top data loss prevention providers. Slack received its official name in 2012 from Stewart Butterfield. He replaced the product codename of linefeed with the communication tool which he said was derived from Searchable Log of All Conversation and Knowledge. If you’re curious about how Slack can enhance your Salesforce experience, reach out to Tectonic for a free quote or demo today. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

March 11, 2022in Data, Enterprise, Google, Salesforce, Salesforce Slack

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