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Integrate Digital Delivery and Human Connection
21Dec

Types of Salesforce Integration

Types of Salesforce Integration: A Comprehensive Guide As a leading CRM platform, Salesforce is often required to integrate with other systems to deliver a seamless experience and ensure efficient business operations. Whether it’s syncing data, automating workflows, or enabling real-time communication, Salesforce provides robust integration methods tailored to various needs. In this guide, we’ll explore the different types of Salesforce integrations, their practical applications, and how to choose the right approach for your business. Why Integrate Salesforce? Integrating Salesforce with other systems empowers businesses to: Types of Salesforce Integration 1. Data Integration Ensures data consistency between Salesforce and external systems, enabling seamless synchronization. 2. Process Integration Links workflows across systems, ensuring actions in one system trigger automated processes in another. 3. User Interface (UI) Integration Combines multiple applications into a single interface for a unified user experience. 4. Application Integration Connects Salesforce with external apps for real-time data exchange and functional synchronization. 5. Real-Time Integration Facilitates instant synchronization of data and events between Salesforce and external systems. 6. Batch Integration Processes large data volumes in chunks, typically during off-peak hours. 7. Hybrid Integration Combines multiple integration types, such as real-time and batch, to handle complex requirements. Tools for Salesforce Integration Native Salesforce Tools: Third-Party Tools: Best Practices for Salesforce Integration Conclusion Salesforce integration is essential for streamlining operations and unlocking business potential. With options like data, process, and real-time integration, Salesforce offers the flexibility to meet diverse needs. By adopting the right integration approach and adhering to best practices, businesses can create a unified, efficient ecosystem, enhancing operations and improving customer experience. Whether integrating with ERP systems, marketing tools, or support platforms, Salesforce provides the tools to make integration seamless and impactful. 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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December 21, 2024in Data, Enterprise, Marketing Automation, Mulesoft, Salesforce, Salesforce Flow0 Comments

Transitioning to Granular Case Categorization in Salesforce

Making Data Work: Transitioning to Granular Case Categorization in Salesforce As businesses grow and their reporting needs evolve, the demand for more granular data categorization becomes essential to maintaining clarity and driving decision-making. Salesforce’s Case Object, which traditionally uses Type and Sub-type fields to classify cases, may no longer suffice for organizations with increasingly complex reporting standards. To address this, a new approach is being implemented: introducing New Type, New Sub-type, and New Sub-sub-Type fields. These fields enable deeper categorization and allow organizations to align their data architecture with modern reporting demands. However, adopting these new fields presents challenges, especially for legacy systems that rely on the older fields. Here’s how organizations can navigate this transition seamlessly using Apex and custom metadata. The Challenge: Transitioning to New Fields The move toward granular categorization brings clear benefits, but it also introduces complexities: To ensure a smooth transition, organizations need a solution that automates field mapping while maintaining data consistency across both legacy and updated systems. The Solution: Apex Mapping with Custom Metadata By leveraging Apex and custom metadata, organizations can create an automated system to map old field values (Type and Sub-type) to the new fields (New Type, New Sub-type, and New Sub-sub-Type). Here’s how the mapping process works: The Benefits of Apex Mapping The Technical Process Real-World Impact Final Thoughts In today’s data-driven world, evolving reporting standards demand more precise data categorization. Transitioning from Type and Sub-type fields to New Type, New Sub-type, and New Sub-sub-Type fields ensures your organization can meet modern reporting needs. By implementing Apex mapping with custom metadata, you can automate the transition, maintain legacy compatibility, and unlock the full potential of granular reporting. While the shift requires planning and effort, the long-term benefits of improved accuracy, efficiency, and decision-making make it an invaluable step for any organization. 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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December 20, 2024in Data0 Comments
Google Prepares AI-Powered Jarvis Agent
18Dec

Google Prepares AI-Powered Jarvis Agent

Google Prepares AI-Powered Jarvis Agent for Automated Browser Tasks in Chrome Google is reportedly gearing up to launch “Project Jarvis,” an AI-powered browser agent designed to automate tasks directly within the Chrome ecosystem. According to The Information, the tool is expected to roll out in December to select users and will leverage Google’s advanced Gemini 2.0 AI model. Jarvis aims to simplify repetitive online tasks, such as organizing information or booking reservations, offering a seamless and efficient digital assistant embedded within Chrome. This initiative reflects Google’s broader vision to enhance user experiences by automating web-based routines, making its browser a central hub for task automation. Anthropic Expands Desktop Automation with Claude 3.5 Sonnet Anthropic, a key player in the AI landscape, has advanced its Claude 3.5 model with a new “Computer Use” feature, enabling direct interaction with a user’s desktop. This update allows Claude to perform tasks such as typing, clicking, and managing multiple applications, making it a powerful tool for automating workflows like data entry, document management, and customer service. Available through APIs and platforms like Amazon Bedrock and Google Cloud’s Vertex AI, Claude’s new capabilities position it as a versatile solution for businesses seeking desktop-level automation, contrasting Google Jarvis’s browser-specific approach. By interpreting screen elements, Claude’s “Computer Use” mode supports broader applications beyond web tasks, offering businesses an edge in efficiency and scalability. How Google Jarvis Stands Out Unlike Anthropic’s desktop-oriented Claude Sonnet, Google Jarvis focuses on automating tasks within Chrome. Jarvis analyzes screenshots of web pages, interprets user commands, and executes actions like clicks or data entry. While still in development, Jarvis’s design suggests a future where mundane web-based tasks are seamlessly handled by AI. Powered by Google’s Gemini 2.0 language model, Jarvis is tailored for users who prioritize web-specific functions, creating a user-friendly assistant that requires no external software. This aligns with Google’s strategy to deepen integration within its ecosystem, making Chrome a more intuitive and productive environment. Microsoft’s Copilot Agents Lead Business Automation Microsoft, meanwhile, continues to enhance its Copilot AI agents, particularly within Dynamics 365. These specialized agents are designed to automate industry-specific workflows, from lead qualification in sales to financial data reconciliation. Unlike Google Jarvis or Anthropic Claude, Microsoft’s Copilot agents target enterprise users, embedding automation within business applications like Teams, Outlook, and SharePoint. With tools like Copilot Studio, organizations can customize workflows to meet specific needs, offering a level of flexibility that resonates with enterprise clients. Early adopters, including Vodafone and Cognizant, have reported significant productivity gains through these integrations. Microsoft’s efforts position Copilot as a robust partner for day-to-day operations, transforming tasks like analysis, project coordination, and document management into automated, efficient processes. Competing Visions for AI Agents As Google, Anthropic, and Microsoft refine their AI strategies, they’re carving out distinct niches in the AI agent landscape: These approaches highlight the diverse applications of AI agents, from enhancing individual user experiences to transforming business operations. 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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December 18, 2024in Data, Enterprise, Google, Salesforce0 Comments
Salesforce prompt builder
16Dec

Salesforce Prompt Builder

Salesforce Prompt Builder: Field Generation Prompt Template What is a Prompt? A prompt is a set of detailed instructions designed to guide a Large Language Model (LLM) in generating relevant and high-quality output. Just like chefs fine-tune their recipes through testing and adjustments, prompt design involves iterating on instructions to ensure that the LLM delivers accurate, actionable results. Effective prompt design involves “grounding” your prompts with specific data, such as business context, product details, and customer information. By tailoring prompts to your particular needs, you help the LLM provide responses that align with your business goals. Like a well-crafted recipe, an effective prompt consists of both ingredients and instructions that work together to produce optimal results. A great prompt offers clear directions to the LLM, ensuring it generates output that meets your expectations. But what does an ideal prompt template look like? Here’s a breakdown: What is a Field Generation Prompt Template? The Field Generation Prompt Template is a tool that integrates AI-powered workflows directly into fields within Lightning record pages. This template allows users to populate fields with summaries or descriptions generated by an LLM, streamlining interactions and enhancing productivity during customer conversations. Let’s explore how to set up a Field Generation Prompt Template by using an example: generating a summary of case comments to help customer service agents efficiently review a case. Steps to Create a Field Generation Prompt Template 1. Create a New Rich Text Field on the Case Object 2. Enable Einstein Setup 3. Create a Prompt Template with the Field Generation Template Type 4. Configure the Prompt Template Workspace Optional: You can also use Flow or Apex to incorporate additional merge fields. 5. Preview the LLM’s Response Example Prompt: Scenario:You are a customer service representative at a company called ENForce.com, and you need a quick summary of a case’s comments. Record Merge Fields: Instructions: vbnetCopy codeFollow these instructions precisely. Do not add information not provided. – Refer to the “contact” as “client” in the summary. – Use clear, concise, and straightforward language in the active voice with a friendly, informal, and informative tone. – Include an introductory sentence and closing sentence, along with several bullet points. – Use a variety of emojis as bullet points to make the list more engaging. – Limit the summary to no more than seven sentences. – Do not include any reference to missing values or incomplete data. 6. Add the “Case Summary” Field to the Lightning Record Page 7. Generate the Summary By following these steps, you can leverage Salesforce’s Prompt Builder to enhance case management processes and improve the efficiency of customer service interactions through AI-assisted summaries. 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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December 16, 2024in Data, Hyperforce, Salesforce, Salesforce Copilots, Salesforce Einstein0 Comments
Autonomous Agents on the Agentforce Platform
13Dec

Leveraging Agentforce

At Dreamforce 2024, Salesforce customers showcased the power of Agentforce by creating over 10,000 autonomous agents, each designed to address specific business challenges. The message was clear: “If you can describe it, Agentforce can do it.” By leveraging Agentforce, customers are able to create a flexible, on-demand digital workforce that operates without limitations, making it easy to build and deploy agents using familiar Salesforce tools and language. Why This Matters: Recent Salesforce research reveals that U.S. consumers often spend up to nine hours interacting with customer service to resolve a single issue. Moreover, 67% of consumers are frustrated when their issues aren’t resolved immediately and may abandon one-third of customer service interactions. This presents a massive opportunity to enhance the customer experience with AI-powered agents. “Piloting Agentforce made a noticeable difference during our busiest period — back-to-school season. We saw a 40% increase in case resolution, surpassing the performance of our old bot. Agentforce helps manage routine tasks, allowing our service teams to focus on more complex cases.” – Kevin Quigley, Director of Process Improvement, Wiley What’s New: Several new solutions are now available to all customers: Going Deeper: Agentforce is fully integrated into the Salesforce Platform, combining powerful data, AI, and the Salesforce Customer 360 ecosystem. This integration unlocks infinite agent capacity and proactive actions across all roles and channels, with full context on every customer interaction. Industry-Specific Examples: Agentforce’s flexibility allows it to serve various industries with tailored solutions: Customer & Analyst Quotes: “Agentforce is enhancing Saks’ ability to provide personalized customer support, automating routine tasks like order tracking, which allows our teams to focus on delivering a high-touch experience.” – Mike Hite, Chief Technology Officer, Saks Global “With Agentforce, OpenTable is automating routine tasks, saving time for our reps to focus on strengthening customer relationships and providing exceptional service to diners and restaurants worldwide.” – George Pokorny, Senior VP of Global Customer Success, OpenTable “By integrating Agentforce with Data Cloud and MuleSoft, we’re unlocking the full potential of our data, driving faster decisions and reimagining how we serve clients.” – Caroline Basyn, Chief Digital & IT Officer, The Adecco Group “Agentforce will revolutionize ezCater’s food management services, blending AI and human interaction to ensure seamless, personalized experiences for every customer.” – Erin DeCesare, CTO, ezCater 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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December 13, 2024in Agentforce Platform, Data, Mulesoft, Salesforce, Technology0 Comments
Transforming Fundraising for Nonprofits
11Dec

Leverage AI to Enhance Customer Retention

Leverage AI to Enhance Customer Retention and Reduce Churn Customer churn is among the most expensive challenges businesses face—and one of the hardest to tackle. Predictive and generative AI technologies offer an immediate opportunity to boost retention rates. When applied strategically, these tools can revolutionize how customer service and support teams operate, creating measurable improvements in retention and overall customer satisfaction. A recent McKinsey & Company study highlights the impact of AI in customer service. One company reported a 14% increase in issue resolution and a 9% reduction in issue handling time with generative AI. Requests to escalate to a manager dropped by 25%, and employee retention in service roles improved. When every percentage point matters, AI’s ability to engage and retain customers (and employees) can significantly affect your bottom line and business success. The Cost of Poor Customer Service on Retention Retaining existing customers is far more cost-effective than acquiring new ones. Happy, long-term customers are also more likely to purchase additional products or services, making upselling and cross-selling efforts easier. However, poor customer service experiences—such as lengthy hold times, repeating information, or unhelpful chatbot interactions—can damage customer relationships and lead to churn. As Salesforce points out, these four signs indicate broken customer service: To address these challenges, a seamless, data-driven approach to customer service is essential. Prevent Churn with CRM + AI Customer data spans multiple touchpoints, from website visits to call center interactions. Without a unified view, even the most skilled service teams struggle to deliver exceptional experiences. A solution like Salesforce Service Cloud, enhanced by AI tools such as Agentforce Service Agents, empowers teams to: By combining predictive analytics with a unified customer experience platform, businesses can deliver personalized, proactive service that fosters loyalty. Retention Agent: The AI Solution for Customer Retention Retention Agent, part of Tectonic’s Agentforce suite, leverages AI to identify at-risk customers and equip sales, service, and support teams with actionable insights. It provides recommendations for re-engagement strategies, personalized offers, and targeted communications to prevent costly churn. Here’s how Retention Agent works: By integrating AI into customer service operations, businesses can stay ahead of churn, improve satisfaction, and build stronger, longer-lasting customer relationships. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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December 11, 2024in AI Tools, Data, Generative AI, Salesforce, Salesforce Service Cloud0 Comments
AI Agents, Tech's Next Big Bet
08Dec

Business Intelligence and AI

AI in Business Intelligence: Uses, Benefits, and Challenges AI tools are increasingly becoming integral to Business Intelligence (BI) systems, enhancing analytics capabilities and streamlining tasks. In this article, we explore how AI can bring new value to BI processes and what to consider as this integration continues to evolve. AI’s Role in Business Intelligence Business Intelligence tools, such as dashboards and interactive reports, have traditionally focused on analyzing historical and current data to describe business performance—known as descriptive analytics. While valuable, many business users seek more than just a snapshot of past performance. They also want predictive insights (forecasting future trends) and prescriptive guidance (recommendations for action). Historically, implementing these advanced capabilities was challenging due to their complexity, but AI simplifies this process. By leveraging AI’s analytical power and natural language processing (NLP), businesses can move from descriptive to predictive and prescriptive analytics, enabling proactive decision-making. AI-powered BI systems also offer the advantage of real-time data analysis, providing up-to-date insights that help businesses respond quickly to changing conditions. Additionally, AI can automate routine tasks, boosting efficiency across business operations. Benefits of Using AI in BI Initiatives The integration of AI into BI systems brings several key benefits, including: Examples of AI Applications in BI AI’s role in BI is not limited to internal process improvements. It can significantly enhance customer experience (CX) and support business growth. Here are a few examples: Challenges of Implementing AI in BI While the potential for AI in BI is vast, there are several challenges companies must address: Best Practices for Deploying AI in BI To maximize the benefits of AI in BI, companies should follow these best practices: Future Trends to Watch AI is not poised to replace traditional BI tools but to augment them with new capabilities. In the future, we can expect: In conclusion, AI is transforming business intelligence by turning data analysis from a retrospective activity into a forward-looking, real-time process. While challenges remain, such as data governance, ethical concerns, and skill shortages, AI’s potential to enhance BI systems and drive business success is undeniable. By following best practices and staying abreast of industry developments, businesses can harness AI to unlock new opportunities and deliver better insights. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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December 8, 2024in AI Tools, Data, Generative AI0 Comments
salesforce for manufacturing
02Dec

Salesforce for Manufacturing

Salesforce for Manufacturing: Field Service Spark that Fuels Operational Excellence Traffic control ensures vehicles stay on course, avoid disruptions, and arrive safely, safeguarding travelers. Similarly, Salesforce Field Service (formerly known as Salesforce Field Service Lightning) acts as the traffic cop for effective field service management, ensuring seamless operations. It assigns the right tasks to the right technicians with real-time updates and provides essential tools for optimal efficiency. This comprehensive platform addresses routing needs while streamlining processes to boost operational outcomes. “The key is not to prioritize what’s on your schedule, but to schedule your priorities.” – Stephen Covey Salesforce Field Service eliminates guesswork in scheduling. By leveraging data-driven strategies, it enhances operational efficiency and integrates effortlessly into manufacturing workflows. Implementation of this platform results in a 32% increase in mobile worker productivity, making it an essential solution for manufacturers today. To unlock its full potential, partnering with a Salesforce consulting expert like Tectonic ensures the solution is tailored to your specific needs. In this insight, we’ll explore how Salesforce Field Service can optimize manufacturing operations, improve productivity, and transform field service management into a streamlined and efficient process. Understanding Salesforce for Manufacturing Traffic control’s efforts to ensure smooth operations mirror the complexity of managing manufacturing field service tasks. Manufacturers often face challenges such as technician scheduling difficulties and communication breakdowns. Salesforce Field Service effectively addresses these issues with features like: With Salesforce Field Service, manufacturers achieve control, visibility, and operational efficiency, transforming chaos into coordinated success. 90% of decision-makers say their company invests in specialized technology to improve mobile worker productivity. – Salesforce Benefits of Salesforce Field Service in Manufacturing Salesforce Use Cases for Manufacturing Real-Life Success Stories with Salesforce Field Service Why Tectonic is the Ideal Partner for Salesforce Field Service Implementation Problem Statement: A leading electrical appliance manufacturer struggled with outdated manual scheduling, inefficient workflows, and excessive field visits, negatively impacting efficiency and customer satisfaction. Solution Offered: Salesforce implemented Salesforce Service Cloud integrated with Field Service, optimizing scheduling, dispatching, and field operations for enhanced productivity and superior customer service. Results Achieved: Your Path to Field Service Excellence Just as traffic control ensures safe and timely travelts, Salesforce Field Service organizes and streamlines field operations. With its capabilities for real-time scheduling, proactive maintenance, and optimized routing, it becomes an invaluable resource for manufacturers. Tectonic’s Salesforce consulting expertise ensures your manufacturing needs are met with precision. By implementing a tailored solution, you’ll unlock operational efficiency, enhance customer satisfaction, and drive business growth. Contact us now to take your manufacturing success to the next level! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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December 2, 2024in Data, Salesforce, Salesforce Service Cloud, Technology0 Comments
26Nov

Salesforce Agents are Transforming Internal Workflows

How Salesforce Agents are Transforming Internal Workflows Salesforce CIO and Executive Vice President Juan Perez, with three decades of IT leadership experience, is leading the charge in deploying generative AI solutions like Agentforce within Salesforce. Perez’s approach reflects lessons learned during his tenure at UPS, where he oversaw IT operations for a global enterprise. His strategies emphasize scalability, data strategy, and modernization to support growth, with AI now playing a pivotal role. UPS Lessons Applied to Salesforce Perez draws on his UPS experience in managing IT at scale to navigate Salesforce’s needs as a growing enterprise. At UPS, he managed a complex, global IT organization supporting diverse operations, from running an airline to ensuring timely package delivery. Similarly, Salesforce’s IT strategy prioritizes scalable solutions, robust data strategies, and AI integration. “Salesforce intelligently realized the importance of leveraging its own technologies, including AI, to modernize and support growth,” Perez explains. Generative AI’s Transformative Potential Perez views generative AI (GenAI) as a transformative force on par with the internet’s emergence in the 1990s. By reducing the time spent on data analysis and decision-making, AI enables teams to focus on actions that improve productivity and customer service. While GenAI isn’t a solution in itself, Perez sees it as an enabler that amplifies human efforts. Evaluating and Integrating AI in Salesforce’s Stack Salesforce adopts a rigorous, multi-step approach to evaluate new technologies, including large language models (LLMs) and generative AI tools. Perez outlines a “filtering mechanism” for implementation: This structured approach ensures AI investments are both impactful and sustainable. Measuring AI’s ROI To quantify the impact of AI, Salesforce evaluates metrics like lines of code generated using AI tools and time saved through automation. In one example, approximately 26% of production-ready code in a recent deployment was AI-generated. This efficiency is factored into planning and budgeting, allowing resources to be reallocated to other initiatives. Mitigating “Shadow AI” Risks Perez warns against “shadow AI,” where decentralized or unmanaged AI implementations can lead to security, data privacy, and investment inefficiencies. He stresses the need for visibility and governance to prevent these risks. To address this, Salesforce has established an AI Council that is evolving into an Agentforce Center of Excellence. This body ensures responsible development, aligns projects with organizational goals, and maintains oversight of AI implementations across the enterprise. Responsible and Scalable AI Adoption Salesforce’s commitment to using its own products extends to Agentforce, a generative AI suite designed to streamline internal workflows. With a focus on governance, scalability, and measurable impact, Salesforce sets a benchmark for AI adoption. As Perez explains, “We ensure our AI solutions are safe, effective, and capable of driving significant value while remaining aligned with our strategic goals.” By combining rigorous evaluation, measurable outcomes, and proactive governance, Salesforce demonstrates how AI can transform workflows while mitigating risks. 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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November 26, 2024in AI Tools, Data, Enterprise, Generative AI, Salesforce, Technology0 Comments
Energy and Utilities with Salesforce Winter 25 Updates
22Nov

Energy and Utilities with Salesforce Winter 25 Updates

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

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November 22, 2024in Data, Salesforce, Salesforce Development Services, Salesforce Einstein, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Sales Cloud, Salesforce Service Cloud, Technology0 Comments
GoTo Adds AI Integration
21Nov

GoTo Adds AI Integration

GoTo Adds AI-Powered Integrations to GoTo Connect for Enhanced CRM Connectivity GoTo has introduced advanced AI-driven integrations between its GoTo Connect platform and major CRM systems to deliver seamless connectivity and improve customer experience (CX) across various channels. GoTo Connect’s newly integrated CRM platforms include Salesforce, HubSpot, Zoho, ServiceNow, MS Dynamics, Freshdesk, Zendesk, and more, enabling businesses to manage customer interactions more effectively. Enhanced Customer Relationship Management Olga Lagunova, Chief Product and Technology Officer at GoTo, emphasized the impact of these integrations on customer relationships:“Working across multiple systems can be inefficient and time-consuming, detracting from valuable customer service time. Our new GoTo Connect integrations enhance how businesses interact with customers by centralizing workflows within the platform,” Lagunova noted. “Our AI capabilities, like call summaries and recordings stored directly in CRMs, empower teams to work smarter within their preferred tools.” New AI-Driven Features With this update, GoTo Connect automatically generates and stores AI-based call summaries and transcriptions within CRM contact records. This streamlined process gives teams faster access to comprehensive customer profiles, reducing manual tasks and increasing efficiency. The system also stores call and message details automatically in the CRM, maintaining a full history of interactions to support a seamless customer journey. A recent Zendesk study cited by GoTo revealed that over 70% of customers are frustrated by needing to repeat information to different service agents. GoTo Connect addresses this by providing agents with a unified view of customer data and current conversations, helping reduce silos and improve service quality. Streamlined Workflows and Insights Beyond call summaries, GoTo Connect’s integration offers screen pop-ups displaying customer details for agents, contact syncing, click-to-call features, call and messaging logs, and voicemail transcriptions. These features help teams respond more promptly and accurately to customer inquiries. Expanding on GoTo Connect CX In related news, GoTo recently launched GoTo Connect CX, combining its virtual phone system with AI-powered tools to create enhanced, efficient CX solutions for businesses of all sizes, while reducing operational costs. The new integrations and GoTo Connect CX are now available to all GoTo Connect customers, reflecting GoTo’s commitment to unifying customer service tools for a better, more connected experience. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 21, 2024in Data, Salesforce, Technology0 Comments

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