CRM Archives - gettectonic.com - Page 12
Cloud PBX
30Jul

Cloud PBX

The Clock is Ticking on the Big UK Traditional Telephony Switch-Off As the UK approaches the traditional telephony switch-off, millions of small businesses are prioritizing the digitization of their voice communications. The move to cloud-powered replacements – Cloud PBX – is not just about meeting the January 2027 deadline; it’s an opportunity to modernize and leverage the benefits of cloud-based communications. The switch-off represents a chance for businesses to embrace a mobile-first, omnichannel approach to communication, unifying voice, video, emails, messaging, webchat, and more. This integration empowers employees to work smarter and enhances the customer experience. For small businesses and their IT service provider partners, modernization depends on deploying feature-rich, affordable technology that simplifies complexity and delivers tangible efficiency gains. Choosing the right product and vendor is crucial. “Cloud-powered, unified communication is no longer just for larger enterprises; small businesses must also embrace transformational change to keep pace with modern work trends. What may seem like a major undertaking can be easier than they think,” says Arya Zhou, Head of Global Sales at Yeastar. Yeastar’s recently launched P520 IPPBX digitizes voice calling and seamlessly integrates it with video, messaging, and customer experience into one platform. Discover the Yeastar P520 The Yeastar P520, part of the P-Series Appliance Edition, supports up to 20 users and 10 concurrent calls. It combines a compact, lightweight hardware body with powerful software capabilities. It supports Yeastar’s Linkus UC Client for various platforms, integrates with Microsoft Teams, and provides comprehensive call analytics and graphical call reports to improve communication efficiency and productivity. The P520 offers advanced call center features, including: Additionally, it includes team chat with presence and file sharing, integrated lightweight video conferencing, PBX-native external contacts management, extension groups, and ready-made integrations with popular CRMs and helpdesks. All these features come with single-point configuration and enterprise-grade security. “The Yeastar P520 is ideal for smaller teams looking to enhance their communication infrastructure,” says Zhou. “It delivers advanced communication capabilities and improved productivity tailored for SMBs and startups, without high costs.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 30, 2024in Salesforce
Auto-Enablement of the new Maps experience in October
26Jul

Auto-Enablement of the new Maps experience in October

To ensure a smooth transition and enhance your experience in Salesforce Maps, the new features currently available in all environments will be auto-enabled in the Winter ’25 release this October. We encourage you to enable the new experience now and share your feedback to help us meet your needs and expectations. Instructions on activating the new experience can be found here. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 26, 2024in Salesforce
Workday and Salesforce Unveil New AI Employee Service Agent
24Jul

Workday and Salesforce Unveil New AI Employee Service Agent

In a Wednesday interview with CNBC’s Jim Cramer, the CEOs of Salesforce and Workday, Marc Benioff and Carl Eschenbach, announced their companies’ new partnership to develop an artificial intelligence assistant. Workday and Salesforce Unveil New AI Employee Service Agent. This collaboration aims to enhance onboarding, human resources, and other business processes. Salesforce Chair and CEO Marc Benioff and Workday CEO Carl Eschenbach join ‘Mad Money’ host Jim Cramer to talk their AI partnership. Both CEOs emphasized that the strength of their partnership lies in the integration of their extensive data sets. Benioff stated, “AI is all about data, and having access to extensive data enables us to deliver exceptional AI capabilities. This partnership exemplifies two companies coming together to ensure our customers have the data they need to realize the full potential of artificial intelligence.” Partnership will deliver a personalized, AI-powered assistant for employee service use cases such as onboarding, health benefits, and career development within Salesforce and Workday The two companies will establish a common data foundation that unifies HR and financial data from Workday with CRM data from Salesforce, enabling AI-powered use cases that boost productivity, lower costs, and improve the employee experience Workday will be natively integrated inside of Slack with deeper automation, so employees can seamlessly collaborate around worker, job, candidate, and similar records using AI Salesforce and Workday are both cloud-based software companies. Salesforce is renowned for its Slack application and software for sales, customer service, and marketing, while Workday specializes in human resources, recruiting, and workforce management. Eschenbach highlighted that Salesforce and Workday possess three crucial data sets in the enterprise landscape—employee data, customer data, and financial data. He added that the new initiative benefits customers by integrating services across platforms, eliminating the need to switch between different systems. “Through this partnership and our ability to share data, customers can seamlessly access our data sets whether they’re using Slack, Workday, or Salesforce,” Eschenbach said. Workday and Salesforce Unveil New AI Employee Service Agent The combination of Salesforce’s new Agentforce Platform and Einstein AI with the Workday platform and Workday AI will enable organizations to create and manage agents for a variety of employee service use cases. This AI agent will work with and elevate humans to drive employee and customer success across the business. Powered by a company’s Salesforce CRM data and Workday financial and HR data, the new AI employee service agents have a shared, trusted data foundation to communicate with employees in natural language, with human-like comprehension. As a result, taking action as part of onboarding, health benefit changes, career development, and other tasks will be easier than ever. When complex cases arise, the AI employee service agent will seamlessly transfer to the right individual for remediation, maintaining all the previous history and context for a smooth hand-off. This unique approach of humans and AI seamlessly working together will result in greater productivity, efficiency, and better experiences for employees. This is only possible by having the data, AI models, and apps deeply integrated. “The AI opportunity for every company lies in augmenting their employees and delivering incredible customer experiences. That’s why we’re so excited about our new Agentforce platform which enables humans and AI to drive customer success together, and this new partnership with Workday, to jointly build an employee service agent. Together we’ll help businesses create amazing experiences powered by generative and autonomous AI, so every employee can get answers, learn new skills, solve problems, and take action quickly and efficiently.” Marc Benioff, Chair and CEO, Salesforce Benefits to Employees Employees can now receive instant support through natural language conversations with their AI employee service agent, whether they are working in Salesforce, Slack, or Workday. This AI-driven assistant provides contextual help by understanding requests, accessing relevant information from integrated Workday-Salesforce data sources, and automating resolutions across platforms. Sal Companieh, Chief Digital and Information Officer at Cushman & Wakefield, commented, “As a leading global commercial real estate services firm, we prioritize employee support and engagement, which directly impacts client service. The ability to streamline workflows across Workday and Salesforce and deliver more personalized AI-powered employee experiences will be transformative for us.” Benefits to Employers By integrating HR, financial, and operational data into advanced AI models, Salesforce and Workday enhance workforce capabilities beyond individual productivity, fostering overall workforce intelligence, optimization, and resilience: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 24, 2024in Agentforce Platform, Einstein 1 Platform, Generative AI
Salesforce Workday Partnership
24Jul

Salesforce Workday Partnership

Salesforce and Workday Partner to Launch AI-Powered Employee Service Agent Salesforce (NYSE: CRM), the leading AI CRM platform, and Workday, Inc. (NASDAQ: WDAY), a leader in enterprise cloud applications for finance and HR, today announced a strategic partnership to develop a new AI-powered employee service agent. This solution will enhance employee experiences by automating routine tasks, providing personalized support, and delivering data-driven insights across Salesforce and Workday platforms. A Unified Data Foundation for Enhanced Employee Services The partnership will integrate HR and financial data from Workday with CRM data from Salesforce, creating a unified data foundation. This integration will enable the development of AI-driven use cases that increase productivity, reduce costs, and improve the employee experience. A key feature will be the seamless incorporation of Workday into Slack, allowing for enhanced automation and collaboration around HR and financial records, using AI. The new AI employee service agent, built on Salesforce’s Agentforce Platform and Einstein AI, alongside Workday AI, will cater to various employee service needs, such as onboarding, health benefits management, and career development. This agent will utilize a company’s data to interact with employees in natural language, offering personalized support and executing tasks based on trusted business rules and permissions. Enhancing Employee and Customer Success “The AI opportunity lies in augmenting employees and delivering exceptional customer experiences. Our collaboration with Workday will empower businesses to create remarkable experiences using generative and autonomous AI, allowing employees to efficiently find answers, learn new skills, solve problems, and take actions.” Marc Benioff, Chair and CEO of Salesforce Carl Eschenbach, CEO of Workday, highlighted the integration’s benefits: “By combining our platforms, data, and AI capabilities, we empower customers to deliver unmatched AI-powered employee experiences, leading to happier customers and substantial business value.” Key Features of the Partnership Benefits for Employees and Employers For Employees: For Employers: Sal Companieh, Chief Digital and Information Officer at Cushman & Wakefield, noted the strategic advantage: “The integration of Workday and Salesforce will streamline workflows and deliver more personalized, AI-powered employee experiences, significantly enhancing our operational efficiency.” “The shared data foundation between Workday and Salesforce will enable these partners to deliver transformative AI capabilities, enhancing employee experiences and driving business performance.” R “Ray” Wang, CEO of Constellation Research, Inc. About Workday Workday is a leading enterprise platform that helps organizations manage their most important assets – their people and money. The Workday platform is built with AI at the core to help customers elevate people, supercharge work, and move their business forever forward. Workday is used by more than 10,500 organizations around the world and across industries – from medium-sized businesses to more than 60% of the Fortune 500. For more information about Workday, visit workday.com. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 24, 2024in Einstein 1 Platform, Salesforce Data Cloud, Salesforce Einstein, Salesforce Implementation Services, Salesforce Slack
Salesforce Data Migration Tools
24Jul

Salesforce Data Migration

Salesforce Data Migration: A Key to CRM Success The migration of data into Salesforce is critical for the efficient functioning of Salesforce CRM. When executed correctly, it reduces data duplication, consolidates customer and operational data into a unified platform, and extends CRM capabilities beyond basic functionalities. Proper data migration serves as the foundation for advanced business intelligence and in-depth analytics. On the other hand, poorly managed migration can lead to transferring incorrect, duplicate, or corrupted data, compromising the system’s reliability. An efficient migration process safeguards data integrity, ensures a seamless transfer to Salesforce, and enhances overall organizational performance. What is Data Migration in Salesforce? Salesforce data migration is the process of transferring data from external systems, databases, or platforms into Salesforce. This process captures critical business information and integrates it into Salesforce’s CRM framework securely. The migration process also involves data cleansing, verification, and transforming data into formats compatible with Salesforce’s structure. Why You Need Salesforce Data Migration Importance Data migration is indispensable for companies looking to modernize their operations and enhance performance. With Salesforce, organizations can: Benefits Migrating Data from Legacy Systems to Salesforce Migrating data from legacy systems to Salesforce is essential for scalability and efficient data management. Key advantages include: Salesforce Data Migration Process Data migration involves transferring data into Salesforce to improve customer engagement and operational workflows. The process ensures data accuracy and compatibility with Salesforce’s architecture. Key Steps for Salesforce Data Migration Types of Salesforce Data Migration Top Salesforce Data Migration Tools Data Archiving in Salesforce Salesforce data archiving involves relocating unused or historical data to a separate storage area. This optimizes system performance and ensures easy access for compliance or analysis. Advantages Top Options for Data Archiving Best Practices for Salesforce Data Migration Conclusion Salesforce data migration is a pivotal step in transforming organizational processes and achieving CRM excellence. When done right, it improves efficiency, eliminates data duplication, and ensures accurate information storage. By following best practices, leveraging appropriate tools, and engaging migration specialists, organizations can unlock Salesforce’s full potential for scalability, automation, and advanced analytics. Successful migration paves the way for better decision-making and future growth. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 24, 2024in Data
Einstein Code Generation and Amazon SageMaker
22Jul

Einstein Code Generation and Amazon SageMaker

Salesforce and the Evolution of AI-Driven CRM Solutions Salesforce, Inc., headquartered in San Francisco, California, is a leading American cloud-based software company specializing in customer relationship management (CRM) software and applications. Their offerings include sales, customer service, marketing automation, e-commerce, analytics, and application development. Salesforce is at the forefront of integrating artificial general intelligence (AGI) into its services, enhancing its flagship SaaS CRM platform with predictive and generative AI capabilities and advanced automation features. Einstein Code Generation and Amazon SageMaker. Salesforce Einstein: Pioneering AI in Business Applications Salesforce Einstein represents a suite of AI technologies embedded within Salesforce’s Customer Success Platform, designed to enhance productivity and client engagement. With over 60 features available across different pricing tiers, Einstein’s capabilities are categorized into machine learning (ML), natural language processing (NLP), computer vision, and automatic speech recognition. These tools empower businesses to deliver personalized and predictive customer experiences across various functions, such as sales and customer service. Key components include out-of-the-box AI features like sales email generation in Sales Cloud and service replies in Service Cloud, along with tools like Copilot, Prompt, and Model Builder within Einstein 1 Studio for custom AI development. The Salesforce Einstein AI Platform Team: Enhancing AI Capabilities The Salesforce Einstein AI Platform team is responsible for the ongoing development and enhancement of Einstein’s AI applications. They focus on advancing large language models (LLMs) to support a wide range of business applications, aiming to provide cutting-edge NLP capabilities. By partnering with leading technology providers and leveraging open-source communities and cloud services like AWS, the team ensures Salesforce customers have access to the latest AI technologies. Optimizing LLM Performance with Amazon SageMaker In early 2023, the Einstein team sought a solution to host CodeGen, Salesforce’s in-house open-source LLM for code understanding and generation. CodeGen enables translation from natural language to programming languages like Python and is particularly tuned for the Apex programming language, integral to Salesforce’s CRM functionality. The team required a hosting solution that could handle a high volume of inference requests and multiple concurrent sessions while meeting strict throughput and latency requirements for their EinsteinGPT for Developers tool, which aids in code generation and review. After evaluating various hosting solutions, the team selected Amazon SageMaker for its robust GPU access, scalability, flexibility, and performance optimization features. SageMaker’s specialized deep learning containers (DLCs), including the Large Model Inference (LMI) containers, provided a comprehensive solution for efficient LLM hosting and deployment. Key features included advanced batching strategies, efficient request routing, and access to high-end GPUs, which significantly enhanced the model’s performance. Key Achievements and Learnings Einstein Code Generation and Amazon SageMaker The integration of SageMaker resulted in a dramatic improvement in the performance of the CodeGen model, boosting throughput by over 6,500% and reducing latency significantly. The use of SageMaker’s tools and resources enabled the team to optimize their models, streamline deployment, and effectively manage resource use, setting a benchmark for future projects. Conclusion and Future Directions Salesforce’s experience with SageMaker highlights the critical importance of leveraging advanced tools and strategies in AI model optimization. The successful collaboration underscores the need for continuous innovation and adaptation in AI technologies, ensuring that Salesforce remains at the cutting edge of CRM solutions. For those interested in deploying their LLMs on SageMaker, Salesforce’s experience serves as a valuable case study, demonstrating the platform’s capabilities in enhancing AI performance and scalability. To begin hosting your own LLMs on SageMaker, consider exploring their detailed guides and resources. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 22, 2024in Generative AI, Salesforce Einstein
Private Connectivity Between Salesforce and On-Premise Network
19Jul

Private Connectivity Between Salesforce and On-Premise Network

Salesforce is an AWS Partner and a trusted global leader in customer relationship management (CRM). Hyperforce is the next-generation Salesforce architecture, built on Amazon Web Services (AWS). Private Connectivity Between Salesforce and On-Premise Network explained. When business applications developed on Hyperforce are integrated with on-premises systems, traffic in both directions will flow over the internet. For customers in heavily regulated industries such as the public sector and financial services, programmatic access of the Salesforce APIs hosted on Hyperforce from on-premises systems is required to traverse a private connection. Conversely, accessing on-premises systems from business applications running in Hyperforce is required to use a private connection. In this insight, AWS describes how AWS Direct Connect and AWS Transit Gateway can be used in conjunction with Salesforce Private Connect to facilitate the private, bidirectional exchange of organizational data. Architectural overview How to use AWS Direct Connect to establish a dedicated, managed, and reliable connection to Hyperforce. The approach used a public virtual interface to facilitate connectivity to public Hyperforce endpoints. The approach in this insight demonstrates the use of a private or transit virtual interface to establish a dedicated, private connection to Hyperforce using Salesforce Private Connect. Approach AWS Direct Connect is set up between the on-premises network and a virtual private cloud (VPC) residing inside a customer’s AWS account to provide connectivity from the on-premises network to AWS. The exchange of data between the customer VPC and Salesforce’s transit VPC is facilitated through the Salesforce Private Connect feature, based on AWS PrivateLink technology. AWS PrivateLink allows consumers to securely access a service located in a service provider’s VPC as if it were located in the consumer’s VPC. Using Salesforce Private Connect, traffic is routed through a fully managed network connection between your Salesforce organization and your VPC instead of over the internet. The following table shows the definitions of inbound and outbound connections in the context of Salesforce Private Connect: Direction Inbound Outbound Description Traffic that flows into Salesforce Traffic that flows out of Salesforce Use cases AWS to Salesforce Salesforce to AWS On-premises network to Salesforce Salesforce to on-premises network Inbound and Outbound This pattern can only be adopted for Salesforce services supported by Salesforce Private Connect, such as Experience Cloud, Financial Services Cloud, Health Cloud, Platform Cloud, Sales Cloud, and Service Cloud. Check the latest Salesforce documentation for the specific Salesforce services that are supported. Furthermore, this architecture is only applicable to the inbound and outbound exchange of data and does not pertain to the access of the Salesforce UI. The following diagram shows the end-to-end solution of how private connectivity is facilitated bidirectionally. In this example, on-premises servers located on the 10.0.1.0/26 network are required to privately exchange data with applications running on the Hyperforce platform. Figure 1: Using AWS Direct Connect and Salesforce Private Connect to establish private, bidirectional connectivity Prerequisites for Private Connectivity Between Salesforce and On-Premise Network In order to implement this solution, the following prerequisites are required on both the Salesforce and AWS side. Salesforce Refer to Salesforce documentation for detailed requirements on migrating your Salesforce organization to Hyperforce. AWS Network flow between on-premises data center and Salesforce API The following figure shows how both inbound and outbound traffic flows through the architecture. Figure 2: Network flow between on-premises data center and Salesforce Inbound Outbound Considerations for Private Connectivity Between Salesforce and On-Premise Network Before you set up the private, bidirectional exchange of organizational data with AWS Direct Connect, AWS Transit Gateway, and Salesforce Private Connect, review these considerations. Resiliency We recommend that you set up multiple AWS Direct Connect connections to provide resilient communication paths to the AWS Region, especially if the traffic between your on-premises resources and Hyperforce is business-critical. Refer to the AWS documentation on how to achieve high and maximum resiliency for your AWS Direct Connect deployments. For inbound traffic flow, we recommend that the VPC endpoint is configured across Availability Zones for high availability. Configure customer DNS records for the Salesforce API with IP addresses associated with the VPC endpoint and implement the DNS failover or load-balancing mechanism on the customer side. For outbound traffic flow, we recommend that you configure your Network Load Balancer with two or more Availability Zones for high availability. Security For inbound traffic flow, source IP addresses used by the incoming connection are displayed in the Salesforce Private Connect inbound configuration. We recommend that these IP ranges be used in Salesforce configurations that permit the enforcement of source IP. Refer to the Salesforce documentation Restrict Access to Trusted IP Ranges for a Connected App to learn how you can use these IP ranges can to control access to the Salesforce APIs. You access Salesforce APIs using an encrypted TLS connection. AWS Direct Connect also offers a number of additional data in transit encryption options, including support for private IP VPNs over AWS Direct Connect and MAC security. An IP virtual private network (VPN) encrypts end-to-end traffic using an IPsec VPN tunnel, while MAC Security (MACsec) provides point-to-point encryption between devices. For outbound traffic flow, we recommend that you configure TLS listeners on your Network Load Balancers to ensure that traffic to the Network Load Balancer is encrypted. Cost optimization If your use case is to solely facilitate access to Salesforce, you can use a virtual private gateway and a private VIF instead to optimize deployment costs. However, if you plan to implement a hub-spoke network transit hub interconnecting multiple VPCs, we recommend the use of a transit gateway and a transit VIF for a more scalable approach. Refer to the Amazon Virtual Private Cloud Connectivity Options whitepaper and AWS Direct Connect Quotas for the pros and cons of each approach. Conclusion Salesforce and AWS continue to innovate together to provide multiple connectivity approaches to meet customer requirements. This post demonstrated how AWS Direct Connect can be used in conjunction with Salesforce Private Connect to secure end-to-end exchanges of data in industries where the use of the internet is not an option. 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

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July 19, 2024in Hyperforce
Lead Generation 101
19Jul

Lead Generation 101

Lead Generation 101 In today’s world, where people are bombarded with countless messages and offers daily, marketers need to find effective ways to capture attention and generate genuine interest in their products and services. According to the State of the Connected Customer report, customer preferences and expectations are the top influences on digital strategy for Chief Marketing Officers (CMOs). The ultimate goal of lead generation is to build interest over time that leads to successful sales. Here’s a comprehensive guide to understanding lead generation, the role of artificial intelligence (AI), and the steps you need to take to effectively find and nurture leads. What is Lead Generation? Lead generation is the process of creating interest in a product or service and converting that interest into a sale. By focusing on the most promising prospects, lead generation enhances the efficiency of the sales cycle, leading to better customer acquisition and higher conversion rates. Leads are typically categorized into three types: The lead generation process starts with creating awareness and interest. This can be achieved by publishing educational blog posts, engaging users on social media, and capturing leads through sign-ups for email newsletters or “gated” content such as webinars, virtual events, live chats, whitepapers, or ebooks. Once you have leads, you can use their contact information to engage them with personalized communication and targeted promotions. Effective Lead Generation Strategies To successfully move prospects from interest to buyers, focus on the following strategies: How Lead Qualification and Nurturing Work To effectively evaluate and nurture leads, consider the following: Methods for Nurturing Leads Once you’ve established your lead scoring and grading, consider these nurturing methods: Current Trends in Lead Generation AI is increasingly influencing lead generation by offering advanced tools and strategies: Measuring Success in Lead Generation To evaluate the effectiveness of your lead generation efforts, track the following key metrics: Best Practices for Lead Generation To optimize lead generation efforts and build strong customer relationships, follow these best practices: Effective lead generation is essential for building trust and fostering meaningful customer relationships. By implementing these strategies and best practices, you can enhance your lead generation efforts and drive better business results. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 19, 2024in Marketing Automation
Einstein Service Agent
16Jul

Einstein Service Agent

Introducing Agentforce Service Agent: Salesforce’s Autonomous AI to Transform Chatbot Experiences Accelerate case resolutions with an intelligent, conversational interface that uses natural language and is grounded in trusted customer and business data. Deploy in minutes with ready-made templates, Salesforce components, and a large language model (LLM) to autonomously engage customers across any channel, 24/7. Establish clear privacy and security guardrails to ensure trusted responses, and escalate complex cases to human agents as needed. Editor’s Note: Einstein Service Agent is now known as Agentforce Service Agent. Salesforce has launched Agentforce Service Agent, the company’s first fully autonomous AI agent, set to redefine customer service. Unlike traditional chatbots that rely on preprogrammed responses and lack contextual understanding, Agentforce Service Agent is dynamic, capable of independently addressing a wide range of service issues, which enhances customer service efficiency. Built on the Einstein 1 Platform, Agentforce Service Agent interacts with large language models (LLMs) to analyze the context of customer messages and autonomously determine the appropriate actions. Using generative AI, it creates conversational responses based on trusted company data, such as Salesforce CRM, and aligns them with the brand’s voice and tone. This reduces the burden of routine queries, allowing human agents to focus on more complex, high-value tasks. Customers, in turn, receive faster, more accurate responses without waiting for human intervention. Available 24/7, Agentforce Service Agent communicates naturally across self-service portals and messaging channels, performing tasks proactively while adhering to the company’s defined guardrails. When an issue requires human escalation, the transition is seamless, ensuring a smooth handoff. Ease of Setup and Pilot Launch Currently in pilot, Agentforce Service Agent will be generally available later this year. It can be deployed in minutes using pre-built templates, low-code workflows, and user-friendly interfaces. “Salesforce is shaping the future where human and digital agents collaborate to elevate the customer experience,” said Kishan Chetan, General Manager of Service Cloud. “Agentforce Service Agent, our first fully autonomous AI agent, will revolutionize service teams by not only completing tasks autonomously but also augmenting human productivity. We are reimagining customer service for the AI era.” Why It Matters While most companies use chatbots today, 81% of customers would still prefer to speak to a live agent due to unsatisfactory chatbot experiences. However, 61% of customers express a preference for using self-service options for simpler issues, indicating a need for more intelligent, autonomous agents like Agentforce Service Agent that are powered by generative AI. The Future of AI-Driven Customer Service Agentforce Service Agent has the ability to hold fluid, intelligent conversations with customers by analyzing the full context of inquiries. For instance, a customer reaching out to an online retailer for a return can have their issue fully processed by Agentforce, which autonomously handles tasks such as accessing purchase history, checking inventory, and sending follow-up satisfaction surveys. With trusted business data from Salesforce’s Data Cloud, Agentforce generates accurate and personalized responses. For example, a telecommunications customer looking for a new phone will receive tailored recommendations based on data such as purchase history and service interactions. Advanced Guardrails and Quick Setup Agentforce Service Agent leverages the Einstein Trust Layer to ensure data privacy and security, including the masking of personally identifiable information (PII). It can be quickly activated with out-of-the-box templates and pre-existing Salesforce components, allowing companies to equip it with customized skills faster using natural language instructions. Multimodal Innovation Across Channels Agentforce Service Agent supports cross-channel communication, including messaging apps like WhatsApp, Facebook Messenger, and SMS, as well as self-service portals. It even understands and responds to images, video, and audio. For example, if a customer sends a photo of an issue, Agentforce can analyze it to provide troubleshooting steps or even recommend replacement products. Seamless Handoffs to Human Agents If a customer’s inquiry requires human attention, Agentforce seamlessly transfers the conversation to a human agent who will have full context, avoiding the need for the customer to repeat information. For example, a life insurance company might program Agentforce to escalate conversations if a customer mentions sensitive topics like loss or death. Similarly, if a customer requests a return outside of the company’s policy window, Agentforce can recommend that a human agent make an exception. Customer Perspective “Agentforce Service Agent’s speed and accuracy in handling inquiries is promising. It responds like a human, adhering to our diverse, country-specific guidelines. I see it becoming a key part of our service team, freeing human agents to handle higher-value issues.” — George Pokorny, SVP of Global Customer Success, OpenTable. Content updated October 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 16, 2024in Agentforce Platform, Data, Einstein 1 Platform, Generative AI, Salesforce
AI Increases Customer Service Efficiency
15Jul

AI Increases Customer Service Efficiency

Salesforce: Enhancing Customer Service Efficiency with AI Salesforce, the global leader in AI-driven CRM solutions, has released its latest State of Service report, highlighting the benefits of artificial intelligence (AI) and data in boosting customer revenue, efficiency, and satisfaction. The comprehensive study surveyed over 5,500 service professionals across 30 countries, including Indonesia, revealing a significant reliance on AI to enhance work efficiency in the service sector. AI Increases Customer Service Efficiency. Key Findings from the State of Service Report Salesforce’s report indicates that 86% of professional services organizations in Indonesia have either implemented AI or are evaluating its benefits. Furthermore, 80% of professionals in the region plan to increase their AI investments this year. Gavin Barfield, Chief Technology Officer & Vice President of Solutions at Salesforce ASEAN, remarked on the transformative potential of AI: “Generative AI will enable agents to deliver a smoother and more personalized customer service experience, allowing them more time to focus on building relationships.” Gavin Barfield Primary Functions of AI in Indonesian Services Professionals in Indonesia identified three primary functions of AI in their service operations: The report highlights that 96% of AI-using professional services in Indonesia find AI instrumental in saving time. AI Increases Customer Service Efficiency Barfield emphasized the efficiency gains: “AI helps customer service agents become more efficient by reducing administrative tasks, thus saving time for them to focus on providing personalized and revenue-generating customer experiences. This will fundamentally shift the role of service teams in Indonesia from being cost centers to profit centers.” Conclusion Salesforce’s State of Service report underscores the critical role AI plays in transforming customer service operations. By automating routine tasks and enhancing service quality, AI empowers agents to focus on more strategic, relationship-building activities, ultimately driving greater efficiency and profitability in the service sector. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 15, 2024in Generative AI, Salesforce
Summer 24 Salesforce Maps Release
14Jul

Summer 24 Salesforce Maps Release

Announcing the Salesforce Maps Summer ’24 Release! We are thrilled to announce the availability of the Salesforce Summer ’24 Maps release, designed to significantly enhance your experience and bring valuable benefits to your business. Key Features and Enhancements Summer 24 Salesforce Maps Release: For a comprehensive overview, please refer to the Maps Summer ‘24 Release Notes. We encourage you to enable this new experience and provide your valuable feedback to ensure it meets your needs and expectations. Note that the new experience will be auto-enabled in the Winter ’25 Release (October). Instructions on activating the new experience can be found here. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 14, 2024in Salesforce Service Cloud
Public Sector Loan Management
12Jul

Public Sector Loan Management

Optimizing Public Sector Loan Management with Salesforce Effective loan management is vital for public sector financial operations, ensuring that funds are allocated efficiently and responsibly. As public entities face increasing demands for transparency and accountability, leveraging technology becomes essential. Salesforce, a leading customer relationship management (CRM) platform, offers robust solutions tailored to enhance loan management processes in the public sector. This article explores how Salesforce optimizes key aspects of loan management, with a focus on the Loan Boarding, Handoff, and Approval Process. Understanding Loan Boarding in Public Sector Finance Loan boarding refers to the initial steps of creating a new loan within an organization’s financial system. In the public sector, where loans often involve multiple stakeholders and complex regulations, a streamlined boarding process is critical. Salesforce’s customizable workflows and automation capabilities enable organizations to reduce manual entry errors and improve overall efficiency. Streamlined Data Entry Salesforce allows organizations to create custom fields that capture essential data points, such as borrower information, loan amounts, interest rates, and terms. When a loan application is submitted through a portal integrated with Salesforce, the platform automatically populates relevant fields, minimizing repetitive data entry and human error. Enhanced Collaboration Salesforce’s collaborative features, like Chatter, enable seamless communication between departments, such as finance, compliance, and risk management. Teams can access real-time information and discuss applications directly on the platform, eliminating the need for delays caused by emails or meetings and expediting the approval process. The Handoff Process: Ensuring Smooth Transitions Once a loan application is successfully boarded, it must be handed off to various stakeholders for review and approval. Without proper management, this process can become bottlenecked. Salesforce provides tools that automate notifications and reminders, ensuring smooth handoffs at each stage of the approval process. Automated Alerts and Task Management Salesforce’s task management system assigns specific tasks to team members and sets deadlines for completion. Automated alerts ensure no step in the approval process is overlooked, minimizing delays caused by human error or oversight and keeping the process on track. Approval Process: Simplifying Decision-Making In public sector lending, the approval process often requires multiple levels of scrutiny due to regulatory requirements. Salesforce’s powerful reporting capabilities allow decision-makers to quickly analyze applications based on predefined criteria, such as creditworthiness and compliance metrics. Custom Approval Workflows Salesforce enables organizations to design custom workflows that reflect their unique approval hierarchies. For instance, loans that require additional scrutiny based on size or risk can easily be routed to the appropriate stakeholders, ensuring compliance and mitigating risks. Document Management: Keeping Everything Organized Effective loan management relies on accurate documentation throughout the loan lifecycle, from application to repayment. Salesforce’s document management features enhance organization and compliance: Conclusion Optimizing public sector loan management with Salesforce offers substantial benefits in efficiency, accountability, and adaptability. From seamless loan boarding to enhanced collaboration, streamlined approvals, and robust document management, Salesforce provides a comprehensive solution for public sector financial operations. By leveraging these technological advancements, public sector organizations can effectively manage loans from application to repayment, ensure compliance, and build trust with the constituents they serve. Salesforce’s capabilities position public entities for operational success while maintaining the high standards required for public financing. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 12, 2024in Data, Salesforce, Technology
What is Salesforce Health Cloud
11Jul

Explore Salesforce Health Cloud

Empower Your Healthcare Team with Salesforce Health Cloud Equip your healthcare team with comprehensive 360-degree views that help connect and engage every patient, member, employee, and partner. Explore Salesforce Health Cloud Explore Health Cloud Understanding the capabilities of this platform is the first step to transforming your organization’s patient management. Let’s explore what Health Cloud offers to various types of healthcare organizations. Introducing Salesforce Health Cloud: A CRM Solution for Patient Management Over 600 companies, including industry leaders like Lilly, Pacific Clinics, United Healthcare, Progyny, Stanley Healthcare, and Humana, trust Salesforce Health Cloud for their patient management needs. As the healthcare industry rapidly evolves, effective patient information management is essential. This insight looks into Salesforce Health Cloud’s capabilities, features, integration options, and benefits, including its security architecture. What is Health Cloud? Salesforce Health Cloud is a cloud-based technology designed specifically for the healthcare industry. It centralizes patient information, giving healthcare professionals a complete view of patient records, enabling more effective treatments and better patient care. Key Capabilities of Salesforce Health Cloud Salesforce Health Cloud is a robust platform offering key capabilities such as: Salesforce in the Healthcare Industry Salesforce is increasingly popular among healthcare organizations for several reasons: Salesforce Health Platform Features Salesforce Health Cloud offers three main sets of features: Salesforce Health Cloud Architecture The architecture of Salesforce Health Cloud includes: Salesforce Health Cloud Security Salesforce Health Cloud is designed to securely manage healthcare data, featuring: Revolutionizing Healthcare Delivery with Salesforce Health Cloud Salesforce Health Cloud is designed for healthcare organizations to automate processes and provide personalized patient care. Since its launch in 2016, Health Cloud has evolved to address the complexities of the healthcare industry, including the introduction of Customer 360 for Health, an AI-driven healthcare solution. Why Choose Salesforce Health Cloud? Salesforce Health Cloud connects healthcare teams to ensure that patients receive the right care, supported by multi-layered security to protect sensitive patient data. It integrates clinical and non-clinical patient data, streamlining workflows and enhancing patient satisfaction. Top Features of Salesforce Health Cloud Key features include Patient 360, Care Plans, Care Coordination, Health Timeline, and Einstein Analytics for Healthcare, among others. Salesforce has also introduced AI-powered innovations under the Patient 360 for Health initiative, enhancing patient care and operational efficiency. Integration with MuleSoft Salesforce Health Cloud’s integration with MuleSoft allows organizations to connect with existing healthcare systems, ensuring accurate and up-to-date patient information, unlocking the full potential of their data, and improving decision-making. Conclusion Salesforce Health Cloud is more than just a platform—it’s a comprehensive solution for managing doctor-patient interactions, recordkeeping, and delivering personalized care. By leveraging Health Cloud, healthcare organizations can transform patient experiences, streamline processes, and ensure data security and compliance, positioning themselves for a brighter future in healthcare. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 11, 2024in Mulesoft, Salesforce Health Cloud, Salesforce Marketing Cloud, Salesforce Shield
Alphabet Abandons Acquisition for HubSpot
10Jul

Alphabet Abandons Acquisition for HubSpot

Alphabet Abandons Acquisition Plans for HubSpot The integration between Salesforce and Hubspot could have changed drastically. The HubSpot-Salesforce integration allows you to pass data between HubSpot and Salesforce seamlessly, and maintain consistency between your marketing and sales teams. Current HubSpot Google integration includes: ability to log emails sent from Gmail into HubSpot CRM with one click, so your team spends less time on busy work and more time doing what they do best. HubSpot integrates with your Google Calendar to help you book more meetings in less time. Google parent Alphabet has abandoned its plans to acquire HubSpot, according to sources familiar with the matter. This decision puts to rest what would have been one of the year’s largest takeovers. HubSpot, Inc. is an American developer and marketer of software products for inbound marketing, sales, and customer service. HubSpot was founded by Brian Halligan and Dharmesh Shah in 2006. The talks between Alphabet and HubSpot never progressed to due diligence and fell apart shortly after the companies held initial discussions on a potential deal, the source said, on condition of anonymity to discuss confidential matters. HubSpot’s shares, a customer relationship management company, plummeted by as much as 19 percent on Wednesday (Jul 10) in New York trading, marking the most significant drop since 2020. The shares closed down 12 percent at $492.31, giving the company a market value of approximately $25 billion. Earlier this year, Alphabet had expressed interest in a potential deal with HubSpot. However, the two sides never progressed to detailed discussions or due diligence, said the sources, who requested anonymity due to the confidentiality of the matter. Representatives for Alphabet did not immediately comment. A HubSpot spokesperson also declined to comment. Any acquisition of HubSpot would have been among the largest tech deals of the year, comparable to Synopsys’s pending $34 billion acquisition of Ansys, according to data compiled by Bloomberg. HubSpot recently suffered a hack attack. HubSpot, which builds marketing software for small and medium-sized businesses, has specialized in so-called inbound marketing, where consumers start engagement with a brand. HubSpot customers apply its software to make advertising content that consumers can click on. CEO Yamini Rangan said in May on HubSpot’s financial results call that customer demand had weakened, as small businesses worried about the economic impact of high interest rates. Acquiring Cambridge, Massachusetts-based HubSpot, which caters to small and midsize enterprises, would have bolstered Alphabet’s competitiveness against rivals like Microsoft, Oracle, and Salesforce. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 10, 2024in Data, Enterprise, Google, Salesforce
Autodesk Enhancements with Einstein 1
09Jul

Autodesk Enhancements with Einstein 1

Autodesk Enhances Customer Service and Agent Productivity with Salesforce AI Integration Autodesk, a leader in 3D design, engineering, and entertainment software, has strengthened its partnership with Salesforce by incorporating Salesforce AI technology into its service agent workflow. This integration aims to boost agent productivity and enhance customer satisfaction. Autodesk Enhancements with Einstein 1. Impact of Salesforce Integration By leveraging Salesforce’s CRM, trusted AI, and data solutions, Autodesk has unified data access and developed an AI-powered self-service application. This initiative aims to foster deeper customer relationships and enhance employee productivity. The integration with Salesforce is transforming Autodesk’s customer engagement and agent workflow efficiency. Key Benefits for Autodesk Accelerating Self-Service: Autodesk uses the Einstein 1 Platform, which employs AI to create actionable data and streamline processes. This has enabled the development of a comprehensive, intuitive service cloud application for Autodesk’s team. At the conclusion of customer-agent interactions, Einstein for Service generates AI-powered case summaries, reducing the time agents spend summarizing chats by 63%. Creating Frictionless Experiences: MuleSoft has been pivotal in advancing Autodesk’s automation strategy by providing integrated and unified data access across cloud solutions. This has allowed Autodesk to modernize, simplify, and connect existing SaaS applications, resulting in smoother operations. Minimizing Disruption: Salesforce Professional Services provides real-time, 24/7 monitoring, equipping Autodesk with tools to identify and resolve potential performance issues before they affect customers. Salesforce also enhances data access monitoring, leading to a 30% reduction in ongoing maintenance. Customer Perspective Prakash Kota, SVP and CIO of Autodesk, expressed enthusiasm for the partnership: “We are thrilled to partner with Salesforce as Autodesk continues to innovate, grow, and scale with the customer at the center of our business. Our teams are excited to put generative AI to work across the enterprise, enhancing the productivity of our service agents. Saving time on tasks enables our employees to focus on higher-value work.” This partnership underscores Autodesk’s commitment to customer-centric innovation and operational efficiency, leveraging Salesforce’s advanced technologies to drive continued growth and customer satisfaction. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 9, 2024in Einstein 1 Platform, Generative AI, Mulesoft, Salesforce, Salesforce Einstein

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