Customer Service Archives - gettectonic.com - Page 16
Manufacturing Cloud
19Apr

Salesforce for Manufacturing and Manufacturing Cloud

Salesforce Manufacturing Cloud is a specialized CRM solution tailored for large-scale manufacturing enterprises. It comes equipped with essential features like demand and production forecasting, as well as sales agreements, aiming to revolutionize customer operations in manufacturing by integrating Data, AI, CRM, and Trust. Manufacturers using Salesforce typically utilize the platform to streamline various operations directly from one centralized location. This encompasses managing sales, customer service, partner and channel portals, marketing, and e-commerce. Additionally, some applications may seamlessly integrate with third-party systems. Starting with a unified digital experience powered by connecting all customer data across systems is crucial. Salesforce Manufacturing Cloud elevates performance for account teams by enhancing sales and distribution processes with collaborative, AI-driven quoting and pricing. It also orchestrates revenue management flow on a unified platform, enhancing efficiency and reducing revenue leakage. Salesforce Manufacturing Cloud includes several components to manage the entire business cycle, from customer inquiry to order visibility and demand forecasting accuracy. Key components encompass Rebate Management, Revenue Cloud, B2B Commerce, CRM Analytics, Slack, and MuleSoft Anypoint Platform. In terms of service capabilities, Salesforce offers solutions tailored for manufacturing companies. These include reimagining the customer service center to unify customer data, enhance satisfaction, and reduce cost through automation and AI. Intelligent field service optimizes scheduling, boosts technician productivity, and offers full asset visibility through mobility, AI, and remote support. Personalized self-service extends to customers and channel partners, managing field service appointments, while IoT integration enables proactive delivery of next-best actions. Salesforce Field Service extends service offerings with warranty management, aftermarket parts programs, and predictive maintenance services. For channel partner visibility and engagement, Salesforce enables designing and managing partner programs, accelerating recruitment, automating onboarding, and simplifying training. Marketing through the channel is amplified by extending campaigns and delivering marketing funds, making selling easier for partners through streamlined contracts, automated lead generation, and product configuration support. Faster and smarter partner service experiences are facilitated by providing seamless service, streamlining warranty claims, and offering visibility into the claims process. Overall, Salesforce Manufacturing Cloud bridges the gap between sales and operations, enhancing forecast accuracy and visibility across the ecosystem with components like Experience Cloud, CRM Analytics, Rebate Management, Loyalty Management, Revenue Cloud, B2B Commerce, Marketing Cloud, Slack, and MuleSoft Anypoint Platform. Tectonic is proud to introduce Manufacturing Cloud Salesforce Implementation Solutions. Content updated April 2024. 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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April 19, 2022in Mulesoft, Salesforce, Salesforce Manufacturing Cloud
Salesforce Case Object
08Apr

Salesforce Case Object

Salesforce Case Object The Salesforce case object represents a case, which is a customer issue or problem. What is the Salesforce case object? A Salesforce Case object can be thought of as a workbook containing all the issues, questions, disputes, and requests that customers have brought up with your business. What is the difference between a case and a task in Salesforce? Tasks are To-do’s whereas Cases are more used for requests or complaints. Having said that, you can use Cases for both, but if you were to change your case management process(es), you would now need to think about a To do process and a customer case process. How cases are used in Salesforce? A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand. How do I create a case object in Salesforce? Step-1: Login into the salesforce classic account, then click on the setup and select the case object that is present in the nav bar. Step-2: After selecting the case object, the case object page is open then click on the new option. Supported Calls create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert() Fields Salesforce Case Object Field Details AccountId TypereferencePropertiesCreate, Filter, Group, Nillable, Sort, UpdateDescriptionID of the account associated with this case.This is a relationship field.Relationship NameAccountRelationship TypeLookupRefers ToAccount AssetWarrantyID TypereferencePropertiesFilter, Group, Nillable, SortDescriptionID of the Asset associated with the warranty. Must be a valid asset warranty ID. BusinessHoursId TypereferencePropertiesCreate, Filter, Group, Sort, UpdateDescriptionID of the business hours associated with this case. Comments TypetextareaPropertiesCreate, Delete, Layout, Nillable, Query, Retrieve, Search, Sort, Undelete, UpdateDescriptionUsed to insert a new CaseComment. Email textarea has a length of 4000 chars. CaseNumber TypestringPropertiesAutonumber, Defaulted on create, Filter, idLookup, SortDescriptionAssigned automatically when each case is inserted. It can’t be set directly, and it can’t be modified after the case is created. ClosedDate TypedateTimePropertiesFilter, Nillable, SortDescriptionThe date and time when the case was closed. CommunityId TypereferencePropertiesCreate, Filter, Group, Nillable, SortDescriptionID of the zone associated with this case.This field is available in API version 24.0 and later. ConnectionReceivedId TypereferencePropertiesFilter, Group, Nillable, SortDescriptionID of the PartnerNetworkConnection that shared this record with your organization. This field is available if you enabled Salesforce to Salesforce. ConnectionSentId TypereferencePropertiesFilter, Group, Nillable, SortDescriptionID of the PartnerNetworkConnection that you shared this record with. This field is available if you enabled Salesforce to Salesforce. This field is supported using API versions earlier than 15.0. In all other API versions, this field’s value is null. You can use the new PartnerNetworkRecordConnection object to forward records to connections. ContactEmail TypeemailPropertiesFilter, Group, Nillable, SortDescriptionEmail address for the contact. The Case.ContactEmail field displays the Email field on the contact that is referenced by Case.ContactId. Label is Contact Email. This field is available in API version 38.0 and later. ContactFax TypephonePropertiesFilter, Group, Nillable, SortDescriptionFax number for the contact. Label is Contact Fax. This field is available in API version 38.0 and later. ContactId TypereferencePropertiesCreate, Filter, Group, Nillable, Sort, UpdateDescriptionID of the associated contact.This is a relationship field.Relationship NameContactRelationship TypeLookupRefers ToContact ContactMobile TypephonePropertiesFilter, Group, Nillable, SortDescriptionMobile telephone number for the contact. Label is Contact Mobile. This field is available in API version 38.0 and later. ContactPhone TypephonePropertiesFilter, Group, Nillable, SortDescriptionTelephone number for the contact. Label is Contact Phone. This field is available in API version 38.0 and later. CreatorFullPhotoUrl TypestringPropertiesFilter, Group, Nillable, SortDescriptionURL of the user’s profile photo from the feed. Chatter Answers must be enabled to view this field. This field is available in API version 26.0 and later. CreatorName TypestringPropertiesFilter, Group, Nillable, SortDescriptionName of the user who posted the question or reply. Only the first name of internal users (agents) appears to portal users in the feed. Chatter Answers must be enabled to view this field. This field is available in API version 26.0 and later. CreatorSmallPhotoUrl TypestringPropertiesFilter, Group, Nillable, SortDescriptionURL of the user’s thumbnail photo from the feed. Chatter Answers must be enabled to view this field. This field is available in API version 26.0 and later. Description TypetextareaPropertiesCreate, Nillable, UpdateDescriptionA text description of the case. Limit: 32 KB. FeedItemId TypereferencePropertiesCreate, Group, Nillable, SortDescriptionID of the question in Chatter associated with the case. This field is available in API version 33.0 and later, and is only accessible in organizations where Question-to-Case is enabled. HasCommentsUnreadByOwner TypebooleanPropertiesDefaulted on create, Filter, Group, SortDescriptionIndicates whether a case contains comments that the case owner hasn’t read (true) or not (false). HasSelfServiceComments TypebooleanPropertiesDefaulted on create, Filter, Group, SortDescriptionIndicates whether a case has comments added by a Self-Service user (true) or not (false). Only visible when Customer Portal is enabled. IsClosed TypebooleanPropertiesDefaulted on create, Filter, Group, SortDescriptionIndicates whether the case is closed (true) or open (false). This field is controlled by the Status field; it can’t be set directly. Label is Closed. IsClosedOnCreate TypebooleanPropertiesDefaulted on create, Filter, Group, SortDescriptionIndicates whether the case was closed at the same time that it was created (true) or not (false). This flag is read-only and is automatically set when a record is created. It can’t be set to true unless the IsClosed flag is also true. IsDeleted TypebooleanPropertiesDefaulted on create, FilterDescriptionIndicates whether the object has been moved to the Recycle Bin (true) or not (false). Label is Deleted. IsEscalated TypebooleanPropertiesCreate, Defaulted on create, Filter, Group, Sort, UpdateDescriptionIndicates whether the case has been escalated (true) or not. A case’s escalated state does not affect how you can use a case, or whether you can query, delete, or update it. You can set this flag via the API. Label is Escalated. IsSelfServiceClosed TypebooleanPropertiesDefaulted on create, Filter, Group, SortDescriptionIndicates whether the case is closed for Self-Service users (true) or not (false). IsStopped TypebooleanPropertiesCreate, Defaulted on create, Filter, Group, Sort, UpdateDescriptionIndicates whether an entitlement process on a case is stopped (true) or not (false). IsVisibleInSelfService TypebooleanPropertiesDefaulted on create, Filter, Group, SortDescriptionIndicates whether the case can be viewed in the

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April 8, 2022in Salesforce Development Services
Salesforce Integration
04Apr

Salesforce Integrations for Sales and Marketing Teams

First Understand Salesforce Integrations Salesforce integrations involve establishing seamless connections between Salesforce and diverse third-party applications. These applications range from marketing automation tools and customer service software to accounting programs. The purpose is to facilitate a smooth exchange of data, ultimately enhancing Salesforce’s overall functionality. Salesforce integrations for sales and marketing teams brings all the applications needed for the relationship with prospects into one place. Salesforce’s Integration Ecosystem While Salesforce boasts a robust integration ecosystem, featuring over 3,000 integrations available on its AppExchange marketplace. Users can leverage various integration approaches: Salesforce Integrations for Sales and Marketing While there’s no complete universal list of essential Salesforce integrations for sales and marketing, several widely-used integrations cater to diverse needs: No-code Data Automation Integrations: Analytics and Reporting Integrations: Email Marketing Automation Integration: Data Storage Integration: Communications Apps Integrations: Project Management Tools Integration: Account Management Integration: CRM Tools Integration: Helpdesk Integrations: Feedback Tools Integration: These integrations facilitate efficient data handling, analytics, communication, project management, and more within sales and marketing teams. Integrations for Sales and Marketing Tools Salesforce seamlessly integrates with various tools relevant to Sales and Marketing teams, including but not limited to: Salesforce Integration with Teams and Workday The Salesforce AppExchange Salesforce’s Role in Sales and Marketing Salesforce Marketing Cloud Salesforce and ERP Integration Digital Marketing and Salesforce Salesforce’s Role in Marketing Automation Content updated November 2023. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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April 4, 2022in Data, Enterprise, Google, Marketing Automation, Mulesoft, Salesforce, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Marketing Cloud, Salesforce Optimization, Salesforce Public Sector Solutions, Salesforce Slack
Salesforce Service Cloud
03Mar

Improved Agent Efficiency With Salesforce Service Cloud Customization

Are your service representatives finding the Lightning Service Console too cluttered? Salesforce Service Cloud customization to the rescue! Whether you’re planning to optimize your Service Cloud or seeking quick enhancements for your service team, there’s a plethora of features and tips available to boost the efficiency of your Service Cloud. If you haven’t implemented a console app for your customer service teams yet, you’re overlooking valuable time-saving functionalities. Console features differ slightly between Lightning and Classic. This guide focuses on the Service Cloud Lightning Console – for Classic feature details, refer to Salesforce Help or contact Tectonic. Split View with Salesforce Service Cloud Customization: Console Navigation: Workspace Tabs and Subtabs: Utility Bar Features: Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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March 3, 2022in Data, Salesforce, Salesforce Managed Services, Salesforce Service Cloud
Salesforce Omni-Channel
28Sep

Salesforce Omni-Channel

Omni-Channel in Salesforce is a feature embedded within the Customer Service and Console, facilitating the automated routing of various work items like Leads and Cases to agents. This feature intelligently distributes work items based on agent capacity, priority, skillset, and other factors. The multichannel approach emphasizes customer engagement, whereas the omnichannel strategy prioritizes customer experience. Multichannel endeavors to engage customers across various channels to enhance interaction, a fundamental metric in this approach. Routing Work with Omni-Channel: Omni-Channel is a versatile, customizable feature that can be configured without coding. It enables the management of work item priorities, ensuring prompt assignment of critical tasks to agents. Agents’ workload can be optimized to match their capacity, ensuring they handle an appropriate number of assignments. Moreover, agents can be designated for specific types of tasks, streamlining workflows. Omni-Channel routes work requests to available and qualified support agents within the application. Real-time operational insights are provided to supervisors through Omni Supervisor, eliminating the need for manual assignment selection. This efficiency saves time, effort, and enhances productivity, enabling agents to assist customers promptly and effectively. Important Note: Routing logic is applied upon work item assignment, and subsequent changes to field values do not trigger reapplication of routing logic. Omni-Channel is compatible with both Lightning Experience (preferred) and Salesforce Classic, functioning seamlessly in standard and console apps. Enhanced Omni-Channel is recommended over Standard Omni-Channel due to its superior features and ongoing development focus. It offers enhanced experiences for agents and supervisors, aligning with future Omni-Channel advancements. Set Up and Testing: Utilize Omni-Channel to route work items to queues, agents, skills, and Einstein Bots (on supported channels). Configuration options include Omni-Channel flows, catering to diverse business needs. Ensure successful implementation by setting up Omni-Channel to route incoming work items to qualified and available support agents seamlessly across console and standard apps. Subsequently, test the implementation to verify its functionality. Agent and Supervisor Management: Leverage Omni Supervisor to manage agents, queues, and skills efficiently. This tool provides comprehensive oversight, optimizing resource allocation and performance tracking. Customer Support and Benefits: Deliver real-time customer support across preferred communication channels, such as phone, messaging, or chat. Omni-Channel enhances customer insights, satisfaction, agent productivity, and operational cost-effectiveness, differentiating your business in the competitive landscape. Limitation Awareness: In instances where Omni-Channel agents encounter “LIMIT_EXCEEDED” errors, it may indicate queue capacity constraints. Monitoring queue load and managing work item volume is essential to prevent disruptions in routing and ensure uninterrupted service delivery. 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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September 28, 2021in Salesforce
Case Management in Salesforce
19May

Case Management in Salesforce

What does Salesforce Case Management entail? Salesforce Case Management, as explained in the Service Cloud Introduction session, provides a platform for recording, tracking, and resolving customer issues across sales, service, and support. Advantages of utilizing a case management system: Case Management in Salesforce Salesforce Case Management allows the automatic collection of cases from various sources like email, social media, support centers, or web forms. It provides tools for categorizing, filtering, and adding notes to cases stored in the database. How can I establish case management in Salesforce? Utilize queues and automated rules to assign cases to your team without constant monitoring. By assigning cases to a queue, specific team members can select cases from a list, helping prioritize work. Auto-assign cases to queues or team members based on conditional rules. Distinguishing case management from CRM: While both case management and CRM assist in managing customer data and interactions, the key distinction lies in the fact that case management is tailored to monitor the progress of individual cases. Visibility of cases in Salesforce: If the organization-wide sharing default access for Cases is set to ‘Private,’ and ‘Grant Access Using Hierarchies’ is enabled, only the Case owner, the owner’s managers in the role hierarchy, Salesforce admins, and user profiles with the ‘View All’ object permission on Cases can view a Case. Can leads have cases in Salesforce? To associate a Lead with a Case, create a custom lookup field on Cases to the Leads object. This allows for a Cases related list on the Lead record. 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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May 19, 2021in Data, Salesforce, Salesforce Service Cloud
Salesforce Automated Case Routing
17May

Salesforce Automated Case Routing

What is Omni-Channel Routing in Salesforce? Salesforce Automated Case Routing is a time-saving automation, and Omni-Channel is one way to do it. Omni-Channel is a feature within Salesforce’s Customer Service and Console that facilitates the automatic routing of various work items, such as Leads and Cases, to agents. It intelligently assigns work items to agents based on factors like agent capacity, priority, skillset, and more. Automate Case Routing with Omni-Channel Accelerate and streamline the process of authorization approval by automating workflows through routing configurations. Omni-Channel enables rapid routing of cases to the appropriate users, ensuring timely review of authorization requests. Required Editions: With Omni-Channel’s adaptable and customizable framework, you can effectively manage your users’ capacity for conducting authorization request reviews. Utilize queues or skills to specify which users handle which types of requests. Routing Strategies: Salesforce Automated Case Routing How to Automate a Case in Salesforce: Create Predefined Case Teams: Different Routing Types in Salesforce: Automated Case Assignment Options in Salesforce: Creating a Routing Configuration in Salesforce: Automation Flow Creation in Salesforce: Difference Between Routing and Dynamic Routing: Automated Case User in Salesforce: Case Auto-Response in Salesforce: Creating a Case Auto-Response in 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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May 17, 2021in Salesforce
Salesforce
10Jul

Salesforce Platform Explained

The Salesforce Platform, formerly known as Force.com, serves as the foundational framework that spans the Sales and Service Clouds, offering robust capabilities for tailoring standard Salesforce products. Within this platform, you have the flexibility to construct custom data tables using custom objects, initiate automation through Flow, and design personalized user interfaces utilizing the Lightning App Builder. Salesforce is a CRM platform and also a centralized platform for managing customer accounts, sales leads, activities, customer support cases, and more. Users can access Salesforce through a web browser, mobile app, or desktop application. Salesforce provides users comprehensive tools to manage customer data, automate processes, analyze data and insights, and create personalized customer experiences. Salesforce also offers a variety of solutions for customer service, marketing automation, commerce, app development, and more. For those seeking a wholly unique experience, the option to acquire Salesforce Platform licenses, considerably more economical than, for instance, Sales Cloud licenses, allows you to develop entirely customized applications on the Salesforce platform. What is Salesforce used for? Salesforce is used for streamlining sales, service, and marketing activities via industry-specific products. With seamless software integration. It offers solutions for various needs such as Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Field Services, CPQ and Billing etc. Is the Salesforce platform just CRM? Salesforce has completely changed the idea of traditional CRM. It merged all the features of a traditional CRM with a bunch of new unique tools and capabilities. Thus offering its users MUCH more than ever before. Top Salesforce customers in the USA are U.S. Bank, Amazon Web Services, American Express, Walmart, and T-Mobile. Overall, more than 59% of Salesforce clients come from the USA, as for the end of 2022. Salesforce Platform Pricing – click here. The Salesforce Platform is now Einstein 1. The bold new future of enterprise AI requires a new type of platform. One that can handle terabytes of disconnected data, have the freedom to choose your AI models, and connect directly into the flow of work, all while maintaining customer trust. The Einstein 1 Platform unifies your data, AI, CRM, development, and security into a single, comprehensive platform. It empowers IT, admins, and developers with an extensible AI platform, facilitating fast development of generative apps and automation. Accelerate development and maximize your developers and admins time across workflows, app customization and configurations. Keep your data safe and sound by securing your Salesforce org with Salesforce’s portfolio of security and privacy products. Activate all your customer data across Salesforce applications at every touch point using relevant insights and contextual data in the flow of work. Content updated December 2023. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 10, 2020in Data, Einstein 1 Platform, Enterprise, Marketing Automation, Salesforce, Salesforce Development Services
Talkdesk Dialer for Salesforce
06Apr

Talkdesk Dialer for Salesforce

Talkdesk Dialer for Salesforce™ Guide Compatibility and ConfigurationTalkdesk Dialer for Salesforce™ is fully compatible with the Conversations app. It is crucial for the dialer to recognize the agent’s login session in the Salesforce Connector, also known as Salesforce’s phone widget or phone CTI. Ensure this connection is correctly configured by following the instructions in the article Please login in Salesforce Connector. Features and Dialing ModesTalkdesk Dialer for Salesforce enables agents and salespeople to automatically dial a list of Salesforce records, including Contacts, Leads, Accounts, Cases, and Opportunities. It offers two dialing modes: Preview Mode: Agents can review records before calls are initiated and choose to start the call or skip to another record.Power Mode: Calls are launched automatically one after the other, with a defined delay between calls.Getting StartedTo start using the dialer, follow these steps: Create a dialer list.Create a Talkdesk campaign.Add the dialer lists you want to call to the Talkdesk campaign.Start dialing.Creating a Dialer ListGo to Dialer Lists and click New.Select a Salesforce object (Contacts, Leads, Accounts, Cases, Opportunities) and choose multiple list views of that object to be part of the same dialer list.Set the following attributes:Type: Dialing or Do Not Call.Priority: Determines the order of calls when multiple lists are part of a campaign.Sorting Order: Choose any field from the Salesforce object to order the records.For more details, refer to How to use Salesforce Dialer Lists. Creating a Talkdesk CampaignEnsure you have Talkdesk Dialer for Salesforce creation permission. If not, follow the instructions in Setting up and Configuring Talkdesk Dialer for Salesforce. Navigate to the Talkdesk Campaigns tab in the Talkdesk Lightning app or click the Dialer button in a record list view. Click New Talkdesk Campaign and follow the wizard steps: Name and Description: Provide a name and description for your campaign.Dialing Mode: Choose either Preview or Power mode and configure the behavior.Preview Time: Set the time agents have to review record information before dialing.Delay Between Calls: In Power mode, set the time between the end of one call and the start of the next.When a Call Starts: Decide if the modal with record information should be open.Set the campaign’s start and end dates, time range, timezone, retry attempts for failed calls, and assign agents. Add up to 10,000 records from Dialing and Do Not Call lists. The records will be deduplicated based on phone numbers. Any records in both lists will not be added to the campaign. Configure campaign settings to reflect updates to dialer lists as long as the campaign status is not Finished. Editing a CampaignGo to the Talkdesk Campaigns list and click the edit button next to the campaign you want to edit.You can edit all attributes, except the object type, for campaigns that are Ready or Incomplete.Dialing Through a CampaignGo to the Talkdesk Campaigns page via the Dialer button in a list view or the Talkdesk Campaigns tab.Click the campaign name and then Start Dialing.Agents can pause and resume the campaign. The campaign ends for all agents when a user with permission clicks Finish.General Notes and ConsiderationsPermissions: Agents see campaign records based on their Salesforce permissions. Talkdesk permissions for creating and editing campaigns only apply on the Talkdesk Campaigns page.Campaign Statuses:Scheduled: Ready to start, not yet reached Start Date.Incomplete: Missing agents or dialer lists, cannot be dialed.Ready: Ready to be started by assigned agents.Running: Currently running, cannot be edited.Expired: Passed End Date but can be edited and rerun.Finished: Completed, cannot be edited or rerun.By following these guidelines, you can effectively use Talkdesk Dialer for Salesforce to enhance your dialing campaigns and improve sales and customer service efficiency. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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April 6, 2020in Salesforce
Salesforce Quickstart
03Feb

Salesforce Quickstarts Explained

What is a Salesforce Quickstart? Salesforce Quickstarts are great for individual departments or small sales & customer service teams who want to get the most out of their Salesforce investment from day one. Tectonic refers to these as Salesforce Implementation Solutions. Small to medium-sized businesses who are looking for quick deployment and want to get started with Salesforce as soon as possible benefit greatly from Salesforce quickstarts. Quickstart packages have also been called Salesforce Jumpstarts, a program to help businesses quickly and efficiently implement Salesforce. In either case, these programs are an all-in-one solution including everything from initial setup and configuration to training and support. What is a Salesforce Quickstart Package from Tectonic? A Salesforce Quickstart Package is a streamlined implementation process designed for companies seeking swift implementation of Salesforce. This limited engagement focuses on crucial planning, decision-making, standard and custom configurations, and essential user and admin training. It is tailored for small to medium-sized businesses aiming for a prompt Salesforce deployment, covering sales, marketing, service, and more. A QuickStart Implementation is the fastest way to get your organization using Salesforce. It is a limited engagement that provides immediate benefits and a foundation for future digital transformation. Key Benefits What you’ll receive .Partner Assistance in Implementing Salesforce with Quickstart A Salesforce consulting partner, like Tectonic, can assist in assessing needs, configuring Quickstart packages, providing training and support, adopting best practices, and optimizing the Salesforce environment. Tectonic offers ready-to-launch Quickstart packages and Accelerators, ensuring faster system fulfillment, cost reduction, secure scaling, and enhanced customer experience. How do I use trailhead to learn Salesforce after a quickstart? In Trailhead, learning topics are broken down into modules and each module contains units. At the end of a unit, you’ll complete a quiz or hands-on challenge that will earn you points. Once you’ve completed all the units in a module, you’ll get a badge that is displayed on your profile.  Salesforce Trailhead is your first, free choice for Salesforce training.  Trailhead is a fantastic learning platform for new Trailblazers coming into the Salesforce ecosystem and existing Salesforce professionals who want to improve their skills and knowledge. Tectonic is please to announce Salesforce Service Cloud Implementation Solutions. Content updated April 2024. 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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February 3, 2020in Data, Salesforce, Salesforce Service Cloud
Salesforce
10Jun

What is Salesforce?

Salesforce is cloud-based CRM software. It makes it easier for companies to find more prospects, close more deals, and connect with customers in a whole new way, so they can provide them with amazing service at scale. Salesforce, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer relationship management software and applications focused on sales, customer service, marketing automation, e-commerce, analytics, and application development. According to Wikipedia… Salesforce brings together all your data, from any source. Customer 360, the complete suite of products, unites your sales, service, marketing, commerce, and IT teams with a single, shared view of customer information. With artificial intelligence integrated across all products, SFDC helps everyone in your company work more productively and better deliver the personalized experiences customers love. To explore all Salesforce has to offer for your business, contact Tectonic today. Salesforce is cloud-based CRM software (What is CRM?). It makes it easier for companies to find more prospects, close more deals, and connect with customers in a whole new way, so they can provide them with amazing service at scale. Salesforce brings together all your data, from any source. Customer 360, our complete suite of products, unites your sales, service, marketing, commerce, and IT teams with a single, shared view of customer information. With artificial intelligence integrated across all products, SFDC helps everyone in your company work more productively and better deliver the personalized experiences customers love. 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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June 10, 2019in Artificial Intelligence, Data, Marketing Automation, Salesforce
salesforce asset management
06Jun

Asset Management Salesforce

Can Salesforce do asset management? You can manage assets in Consumer Goods (desktop) and in the Consumer Goods offline mobile app in Salesforce. Let’s understand the process in detail. Create Asset Templates and Asset Types: Before you create assets, ensure that admins have created asset templates and asset types. Assets are items, such as refrigerators or freezers, that you place at a customer location (retail store) to increase your sales. Assets are also items you use in your business such as vehicles or computers. As an asset’s owner, you’re responsible for the maintenance, repair, or any other services required for the asset. Managing assets efficiently can help reduce customer complaints and, in turn, increase your brand value. By actively tracking your assets’ conditions, you can budget better, reduce losses, and ensure employee safety. What is the use of asset object in Salesforce? So, Assets are used quite frequently by sales, customer service in your back office. Assets are a standard object. It comes out-of-the-box with Salesforce. And being a standard object we can add custom fields, validation rules, record types, multiple page layouts. How do I create an asset for a product in Salesforce? Create an Asset What is the asset state period in Salesforce? An asset state period represents a time span when an asset has the same quantity, amount, and monthly recurring revenue (MRR). An asset has as many asset state periods as there are changes to it (asset actions) during its lifecycle. The dashboard and related pages show the current asset state period. What is the difference between subscription and asset in Salesforce? Use subscriptions to keep records of subscription products you’ve quoted or sold. Use assets to keep records of stand-alone products you’ve quoted or sold. You can use these records later to manage amendments and renewals to your opportunities and orders. How do I enable assets in Salesforce? Enable Asset Scheduling in Salesforce Scheduler How do I create an asset in Salesforce CPQ? Salesforce CPQ creates assets when you click Contracted on an opportunity or order. The asset creation process varies based on your account’s renewal model and the value of the asset conversion field on the product you’re contracting. How do you renew assets in Salesforce CPQ? Select the assets you want to renew, and then click Renew. Salesforce CPQ creates a renewal quote, associates it with a renewal opportunity, and opens the quote line editor. Edit the quantities of the assets from your original quote as needed. You can also add new products. What is an asset state? Asset State denotes the different states of assets in the organization such as assets in Use, In Store, Expired and so on. Apart from the default asset states, you can create custom ones. You can also enable or disable ownership and scan for custom asset states you create. Note that Salesforce also has a Digital Asset Management (DAM) capability. Where is asset library in Salesforce? To view asset files in Files home, select Libraries and then select Asset Library . To view and edit asset files in Setup, enter Asset Files in the Quick Find box, then select Asset Files. For more information on Salesforce Asset Management, contact Tectonic today. 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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June 6, 2019in Data, Salesforce, Salesforce Asset Management, Salesforce CPQ, Salesforce Financial Cloud, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Sales Cloud

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