In need of help to implement requisite configuration updates to establish a usable data model for data segmentation that supports best practices utilization of Marketing Cloud features including Contact Builder, Email Studio and Journey Builder.
Leveraging Website Activity Data in Salesforce Marketing Cloud Understanding how users interact with your website is essential for delivering personalized customer experiences. Salesforce Marketing Cloud (SFMC) offers robust tools to capture website activity and transform this data into actionable insights, enhancing your marketing strategies. This guide walks you through the process of collecting website activity data in SFMC. Marketing Cloud Website Activity Collection Before diving into the setup process, it’s important to understand the benefits of collecting website activity data: Now, let’s explore how to set up website activity tracking in Salesforce Marketing Cloud. Set Up Marketing Cloud Website Activity Collection Step 1: Install Salesforce Marketing Cloud Tracking Code To begin collecting website activity, install the Salesforce Marketing Cloud tracking code on your website. Known as the “Web Collect” code, this script captures visitor behavior data and sends it to SFMC. Step 2: Configure Data Extensions After installing the tracking code, set up data extensions in SFMC to store the website activity data you collect. Step 3: Set Up Behavioral Triggers To maximize the value of your data, set up behavioral triggers in SFMC. These triggers can automatically send personalized communications based on specific website actions. Step 4: Leverage Advertising Studio for Retargeting To further enhance your marketing efforts, use Advertising Studio to create retargeting campaigns based on website activity data. Step 5: Monitor and Optimize After setting up website activity tracking, regularly monitor the performance of your campaigns and the quality of your collected data. Final Thoughts Collecting website activity data in Salesforce Marketing Cloud enables you to understand customer behavior better and deliver more personalized experiences. By following these steps—installing the tracking code, configuring data extensions, setting up behavioral triggers, and leveraging retargeting—you can effectively harness website activity data to elevate your marketing efforts. Start implementing these strategies today to unlock the full potential of Salesforce Marketing Cloud and drive deeper engagement and conversions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Salesforce has introduced several important feature enhancements over the past year, enhancing the capabilities of Marketing Cloud and other tools. Marketing Cloud Enhancements 2024. Here’s an overview of the most impactful updates: Generative AI for Marketing Cloud Generative AI can now be integrated into Marketing Cloud to create brand-specific content that resonates with your audience. This technology allows businesses to project their unique voice and style while reducing the time spent on content creation. Using Einstein generative AI, you can craft subject lines and body copy directly within Einstein Copy Insights and Content Builder. In Copy Insights, you can test, copy, and download AI-generated content, while Content Builder enables seamless content creation for marketing messages. You can also leverage the Typeface integration to generate on-brand images alongside the text, further enhancing your content strategy. Salesforce’s Einstein Trust Layer ensures data privacy and security, preventing potential data breaches while using generative AI features, providing a safer alternative to external AI platforms. Enabling Einstein Generative AI To get started with Einstein generative AI, enable both Einstein Copy Insights and the generative AI features in Marketing Cloud Setup. You can customize content based on your organization’s brand identity by using Brand Center to define personalities like “Professional” or “Casual” or create up to 10 custom personalities. This allows you to ensure all AI-generated content aligns with your brand’s voice. Crafting Subject Lines and Body Copy With Einstein generative AI, you can quickly generate and test up to five subject line or body copy options for a given message. The system allows you to test, copy, and download selected options while ensuring content is protected from bias and privacy risks via the Einstein Trust Layer. Additionally, the AI-generated content is never stored, safeguarding sensitive data. Typeface Content Block for Image Creation Create visually engaging and on-brand content using the Typeface Content Block in Content Builder. The AI-powered image editor allows for quick adjustments, like adding text or swapping backgrounds, without the need for advanced design tools. You can generate creative variations for targeted campaigns and optimize performance through multivariate testing. Error Messaging for CloudPages Custom Domains Marketers can now customize error messages for CloudPages custom domains. These friendly error messages can guide customers when they encounter issues such as wrong URLs or unpublished pages. Content Recovery in Content Builder Content management is now more efficient, with the ability to restore deleted items from the Recycle Bin in Content Builder. This feature, accessible to users with delete permissions, ensures smoother content recovery processes without needing support intervention. Journey Builder Performance Optimization The new System Optimization Dashboard helps you monitor journey performance and identify inefficiencies. With real-time data, you can pinpoint issues that affect processing speed and implement recommendations for optimizing journeys. Recent Journey Builder Enhancements Several updates in Journey Builder boost productivity: Data Management Updates in Contact Builder Improvements in Contact Builder include the ability to restore deleted data extensions within 30 days and two new dashboard columns for better data retention insights. The row limit for data retention has also been increased to 500 million, offering greater scalability. Accurate Distinct Contact Counts Salesforce has improved the accuracy of Total Distinct Contact counts in Marketing Cloud. This update ensures duplicate contact records across different data sources are automatically deduplicated, providing a more accurate count of unique contacts. Marketing Cloud Enhancements 2024 These feature enhancements are designed to help businesses work more efficiently while delivering more personalized and secure customer experiences. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Why Integrating SMS with Salesforce Transforms Business Communication Effective communication is crucial in today’s fast-paced business environment. A company’s success often hinges on its ability to interact seamlessly with customers—whether through personalized service, timely updates, or the latest product offerings. Choose Salesforce for SMS. Today’s customers demand a seamless, omnichannel experience that goes beyond traditional communication methods like flyers and emails. They expect real-time, two-way interactions, which is where Salesforce SMS apps come into play. These apps, which integrate smoothly with existing CRM systems, are transforming how businesses engage with their customers. 5 Reasons to Integrate SMS with Salesforce Integrating SMS with Salesforce offers numerous benefits, primarily enhancing customer-facing efficiency and effectiveness. Here are five key advantages: SMS for Salesforce enables businesses to provide immediate customer support. For instance, logistics companies can use SMS to notify customers about delivery statuses or appointment updates in real time. SMS boasts an impressive open rate—over 95% within the first three minutes—making it a highly effective medium for increasing marketing engagement compared to email. You can even couple Salesforce SMS with tools like geofencing to send notifications via SMS when they are in the store. Integrating SMS with Salesforce allows for streamlined automation of processes such as order updates and appointment reminders. This reduces the need for manual intervention, boosts productivity, and frees up resources for more strategic tasks. Automated texts can be scheduled based on customer behavior or sales stages, optimizing workflows and enhancing efficiency. With a response rate of approximately 45%, SMS is highly effective for engaging customers. It facilitates prompt replies due to its immediate nature. Sales and marketing teams can leverage SMS for direct interactions, while retailers can use it to distribute discount codes and drive quick responses. Additionally, SMS is ideal for important notifications, enhancing customer service. By integrating SMS with Salesforce, businesses can tailor their messages to address specific customer needs and preferences. This personalization fosters stronger customer relationships and improves conversion rates. For example, a travel agency can send personalized vacation recommendations, while financial advisors can provide client-specific updates and advice. Salesforce’s integration with SMS allows for robust tracking and analysis of customer interactions and campaign effectiveness. Marketing teams can refine their strategies by reviewing metrics such as open rates, click-through rates, and conversion rates from SMS campaigns. Additionally, customer support teams can evaluate response times and resolution rates to improve service efficiency. How to Implement SMS in Salesforce To send and receive texts via Salesforce, you have several options: Salesforce offers two primary SMS solutions: Mobile Studio and Digital Engagement. For more tailored functionality, you can use Salesforce API or another API provider to develop a custom texting solution. While this offers greater flexibility and avoids extra costs, it involves significant development time and expense. Opting for a Salesforce-native SMS app from the Salesforce AppExchange can be advantageous. These apps, designed specifically for SMS within Salesforce, often offer: These native apps also come with dedicated customer support, making them a cost-effective and efficient choice. Best Practices for SMS Communication While SMS boasts high engagement rates, it’s essential to follow best practices to maintain a positive customer experience: Ensure compliance with data privacy regulations like GDPR and CCPA by securing clear consent from customers before sending SMS. Automate re-opt-in processes to maintain compliance. Send messages during the recipient’s regular business hours to avoid disturbing them at inconvenient times. Stay in touch with your audience regularly but avoid overwhelming them with excessive messages. Provide valuable content to keep engagement high. Use the same number for messaging to help customers recognize your communications and build trust. Respond promptly and courteously to customer replies. Provide clear, detailed responses to inquiries. Acknowledge and reward outstanding customer actions with thoughtful messages or gestures, such as donations to their favorite charities. Even a thank you for your purchase message can contain a surprise such as a coupon or a notification that a free gift is included with their order. Use SMS to highlight important announcements, events, or opportunities, tapping into the fear of missing out to drive engagement. SMS is the perfect omnichannel tool to incorporate into all your Salesforce journeys. Balance promotional content with conversational engagement to avoid appearing pushy and to keep the communication enjoyable for customers. People are much happier to get news they can use rather than advertisements. Encourage further engagement by including clear, actionable steps in your SMS messages, such as signing up for a free trial or using a discount code. A call to action must be designed with smaller screen views in mind. Include an easy way for recipients to unsubscribe from future messages to comply with legal requirements and respect customer preferences. By integrating SMS with Salesforce and adhering to these best practices, businesses can enhance their communication strategies, foster better customer relationships, and drive greater engagement. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Salesforce’s Flow has long been a powerful automation tool, democratizing access to sophisticated automation for non-coders. It also drives the automation behind Marketing Cloud Growth Edition, including email dispatch. Salesforce Campaign Flows mark a significant step toward making automation more accessible for marketers. For the first time, Salesforce introduces what are termed “non-admin flows,” which offer a streamlined interface for managing Flow automation without dealing with complex nodes and elements. This marks a significant development, as no other Salesforce products currently feature this simplified approach. Marketers now have direct access to Flow’s capabilities. Introduction to Salesforce Campaign Flows Campaign Flows in Salesforce provide a user-friendly interface for setting up email content, applying actions to records triggered by events, and more. This functionality closely parallels tools like Engagement Studio in Account Engagement and Journey Builder in Marketing Cloud. However, the timeline for incorporating features such as Journey Builder’s goals and exit criteria into Campaign Flows remains undisclosed. Flow now supports shorter wait periods, a sought-after feature for orchestrating marketing journeys more effectively. Branching logic with Decision elements allows users to create “yes/no” paths based on lead or contact criteria, adding flexibility to the marketing automation process. Types of Campaign Flows Currently, there are two types of Campaign Flows: Segment-triggered Flows and Form-triggered Flows. The key differences between these Campaign Flows and traditional Salesforce Flows include: Available Elements Campaign Flows are a simplified version of Salesforce Flows, with some elements unavailable in this reduced interface. Key elements such as Wait and Decision elements are included, which are essential for marketing use cases. The following table compares available elements: Element Name Salesforce Flow Segment-triggered Flows Form-triggered Flows Action ✅ ❌ ❌ Add Prompt Instructions ✅ ❌ ❌ Apex Action ✅ ❌ ❌ Assignment ✅ ✅ ✅ Collection Filter ✅ ✅ ✅ Collection Sort ✅ ✅ ✅ Create Records ✅ ✅ ✅ Custom Error ✅ ❌ ❌ Decision ✅ ✅ ✅ Delete Records ✅ ✅ ✅ Email Alert ✅ ❌ ❌ Get Records ✅ ✅ ✅ Loop ✅ ✅ ✅ Recommendation Assignment ✅ ❌ ❌ Screen ✅ ❌ ❌ Send Email Message * ✅ ❌ Send SMS Message * ✅ ❌ Start ✅ ✅ ✅ Subflow ✅ ❌ ❌ Transform ✅ ❌ ❌ Update Records ✅ ✅ ❌ Wait ✅ ✅ ✅ Wait Until Event * ✅ ✅ *Only with Marketing Cloud Growth Wait vs. Wait Until Event Elements The “Wait” element allows for fixed pauses, such as waiting for three days. The “Wait Until Event” element, available in Marketing Cloud Growth, holds Leads/Contacts until a specified event makes them eligible to proceed. This mirrors functionality found in Engagement Studio. User Access and Capabilities In Marketing Cloud Growth, Campaign Flow sharing is set to private by default, with visibility influenced by associated records, sharing rules, and manual sharing settings. This means Campaign Flows are generally private unless additional sharing rules are established. Creating and Editing Campaign Flows Campaign Flows in Marketing Cloud Growth have a simplified user interface compared to Salesforce’s traditional flows. Summary The introduction of non-admin flows in Salesforce marks a significant step toward making automation more accessible for marketers. These simplified interfaces enable the creation of effective marketing campaigns while maintaining the option to integrate with more complex flows in Marketing Cloud Growth Edition. Future developments will likely expand the use cases and capabilities of these streamlined flows. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Why Choose Salesforce Marketing Cloud for Your Business? Before diving into the features, let’s explore what makes Salesforce Marketing Cloud (SFMC) a game-changer for businesses. At its core, SFMC streamlines marketing automation, handling tasks like email outreach and audience segmentation with ease. This efficiency allows you to focus on strategy instead of repetitive tasks. As marketing shifts toward personalization, understanding your customers is more important than ever. SFMC helps businesses analyze customer behaviors, purchasing patterns, and engagement trends, making it easier to deliver highly targeted campaigns. Now, let’s dive into the top five features that set Salesforce Marketing Cloud apart. 1. Journey Builder – Create Personalized Customer Journeys Every customer follows a unique path, and Journey Builder lets you design tailored experiences across multiple channels. It helps map out customer interactions, ensuring they receive the right message at the right time. For example, if you run an e-commerce store, Journey Builder can automatically trigger: Marketing Value: ✔ Enhances personalization, leading to higher engagement.✔ Automates follow-ups so no opportunity is missed. Use Case: A customer browses sneakers on your website but doesn’t purchase. With Journey Builder, you can set up an automated sequence: 2. Email Studio – Simplify Your Email Marketing Email remains one of the most effective marketing channels. With Email Studio, you can craft high-impact email campaigns using a drag-and-drop interface—no coding required. From newsletters to transactional emails, SFMC ensures your message reaches the right audience. You can also A/B test subject lines and layouts to optimize performance. Marketing Value: ✔ Personalized emails generate 6x more transactions than generic ones.✔ Built-in analytics help refine email strategies. Use Case: Instead of blasting the same email to all customers, SFMC lets you segment audiences: This targeted approach drives better results and improves ROI. 3. Audience Studio – Harness the Power of Data Keeping track of customer data across platforms can be overwhelming. Audience Studio centralizes data from multiple sources—your website, social media, and emails—into a unified customer profile. It then segments customers based on behaviors and preferences, making it easier to deliver hyper-targeted campaigns. Marketing Value: ✔ Better audience insights lead to more effective marketing.✔ Integrates data from different platforms into one dashboard. Use Case: Launching a new product? Audience Studio – now known as Data Cloud – can identify your most interested customers based on their browsing history and past purchases. This ensures your ad spend is focused on high-intent buyers instead of a general, broad, uninterested audience. 4. Mobile Studio – Reach Customers on Their Phones With over 50% of emails opened on mobile, a strong mobile strategy is crucial. Mobile Studio enables businesses to connect with customers via SMS, push notifications, and in-app messaging. Even better, messages can be personalized based on user behavior, ensuring relevance. Marketing Value: ✔ Engage customers on their most-used device.✔ Mobile marketing sees higher open and conversion rates than email. Use Case: With most users glued to their phones, Mobile Studio ensures your brand stays top of mind. 5. Analytics Builder – Measure Your Success Running campaigns is one thing, but knowing what’s working is what truly drives growth. Analytics Builder tracks campaign performance in real time, providing insights on open rates, clicks, and conversions. Its user-friendly dashboards allow businesses to quickly identify top-performing campaigns and optimize underperforming ones. Marketing Value: ✔ Data-driven decisions outperform guesswork.✔ Helps fine-tune campaigns for maximum ROI. Use Case: If email engagement is low, Analytics Builder may reveal that your CTA is too subtle. By refining the email design, click-through rates can improve almost instantly. Unlock the Full Potential of Salesforce Marketing Cloud Salesforce Marketing Cloud offers a powerful, data-driven marketing suite that elevates customer engagement and drives conversions. It is as important in B2B marketing as it is to B2C and creates amazing customer experiences. By leveraging tools like Journey Builder, Email Studio, and Audience Studio (now known as Salesforce Data Cloud), businesses can create personalized, automated campaigns that resonate with their customers. Want to maximize engagement and ROI? Salesforce Marketing Cloud is a gamechanger. Start exploring Salesforce Marketing Cloud today—because the future of marketing is all about smarter, more connected and data-driven experiences. Content updated February 2025. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Marketing Salesforce offers three marketing products: Account Engagement (formerly known as Pardot), Engagement (formerly known as Marketing Cloud), and Marketing Cloud Growth edition. Unified Messaging tools support Marketing Cloud Growth and other Salesforce apps. Salesforce Summer 24 Marketing Release. Salesforce Summer 24 Marketing Release Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Salesforce offers three marketing products: Account Engagement (formerly known as Pardot), Engagement (formerly known as Marketing Cloud), and Marketing Cloud Growth edition. Unified Messaging tools support Marketing Cloud Growth and other Salesforce apps. Salesforce Marketing Summer 24 Release Notes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Salesforce Einstein Discover the power of the #1 AI for CRM with Einstein. Built into the Salesforce Platform, Einstein uses powerful machine learning and large language models to personalize customer interactions and make employees more productive. With Einstein powering the Customer 360, teams can accelerate time to value, predict outcomes, and automatically generate content within the flow of work. Einstein is for everyone, empowering business users, Salesforce Admins and Developers to embed AI into every experience with low code. Salesforce Einstein Features. Einstein Copilot Sales Actions: Sell faster with an AI assistant in the flow of work.Call Exploration: Ask Einstein to synthesize important call information in seconds. Ask Einstein to identify important takeaways and customer sentiment, so you have the context you need to move deals forward. Sales Summaries: Summarize records to identify likelihood the deal will close, the competitors involved, key activities, and more. Forecast Guidance: Ask Einstein to inform your forecast and help you identify which deals need your attention. Close Plan: Generate a customized action plan personalized to your customer and sales process. Increase conversion rates with step-by-step guidance and milestones grounded in CRM data. Salesforce Einstein Features Sales Generative AI features: ° Knowledge Creation: ° Search Answers for Agents and Customers: Einstein Copilot Service Actions: Streamline service operations by drafting Knowledge articles and surfacing answers, grounded in knowledge, to the most commonly asked questions. Summarize support interactions to save agent time and formalize institutional knowledge. Surface generated answers to agents’ & customers’ questions that are grounded in your trusted Knowledge base directly into your search page. Search Answers for Agents is included in the Einstein for Service Add-on SKU and Search Answers for Customers is included in the Einstein 1 Service Edition. Empower agents to deliver more personalized service and reach resolutions faster with an AI assistant built into the flow of work. You can leverage out-of-the-box actions like summarize conversations or answer questions with Knowledge or you can build custom actions to fit your unique business needs. Service Salesforce Einstein Features This Release Einstein CopilotSell faster with an AI assistant. No data requirements Included in Einstein 1 Sales Edition.hEinstein Copilot: Sales ActionsSell faster with an AI assistant.No data requirements. Call explorer and meeting follow-up requires Einstein Conversation Insights. Included in Einstein 1 Sales Edition. Generative AIBoost productivity by automating time-consuming tasks.No data requirements. Call summaries and call explorer requires Einstein Conversation Insights. Included in Einstein 1 Sales Edition. Einstein will use a global model until enough data is available for a local model. For a local model: ≥1,000 lead records created and ≥120 of those converted in the last 6 monthsEinstein Automated Contacts Automatically add new contacts & events to your CRM≥ 30 business accounts. If you use Person Accounts, >= 50 percent of accounts must be business accounts Einstein Recommended ConnectionsGet insights about your teams network to see who knows your customers and can help out ona deal ≥ 2 users to be connected to Einstein Activity Capture and Inbox (5 preferred) Einstein Forecasting Easily predict sales forecasts inside of Salesforce Collaborative Forecasting enabled; use a standard fiscal year; measure forecasts by opportunity revenue; forecast hierarchy must include at least one forecasting enabled user who reports to a forecast manager; opportunities must be in Salesforce ≥ 24 months;Einstein Email Insights Prioritize your inbox with actionable intelligence Einstein Activity Capture enabledEinstein Activity Metiics (Activity 360) Get insight into the activities you enter manually and automatically from Einstein Activity Capture Einstein Activity Capture enabled Sales Analytics Get insights into the most common sales KPIs No data requirements. User specific requirements like browser and device apply Einstein Conveisation Insights Gain actionable insights from your sales calls with conversational intelligenceCall or video recordings from Lightning Dialer, Service Cloud Voice, Zoom and other supported CTI audio and video partners.Buyer Assistant Replace web-to-lead forms with real-time conversations. No data requirements – Sales Cloud UE or Sales Engagement. Einstein Opportunity ScoringEinstein Activity CaptuiePrioritize the opportunities most likely to convertAutomatically capture data & add to your CRMEinstein will use a global model until enough data is available for a local model. For a local model: ≥ 200 closed won and ≥ 200 closed lost opportunities in the last 2 years, each with a lifespan of at least 2 days≥ 30 accounts, contacts, or leads; Requires Gmail, Microsoft Exchange 2019, 2016, or 2013 Einstein Relationship Insights Speed prospecting with AI that researches for you. No data requirements. Einstein Next Best Action Deliver optimal recommendations at the point of maximumimpactNo data requirements. User specific requirements like browser and device apply Sales AIGenerate emails, prioritize leads & opportunities most likely to convert, uncover pipeline trends, predict sales forecasts, automate data capture, and more with Einstein for Sales. Generative AIPrompt BuilderEinstein Lead ScoringEinstein Opportunity ScoringEinstein Activity CaptureEinstein Automated ContactsEinstein Recommended ConnectionsEinstein ForecastingEinstein Email InsightsEinstein Activity Metrics (Activity 360)Sales AnalyticsEinstein Conversation InsightsBuyer Assistant Sales AIGenerative AI: Feature Why is it so Great? What do I need? Automate common questions and business processes to solve customer requests fasterBoost productivity by auto-generating service replies, summarizing conversations during escalations andtransfers or closed interactions, drafting knowledge articles, and surfacing relevant answers grounded inknowledge for agents’ and customers’ commonly asked questions. Deliver optimal recommendations at the point of maximum impactEliminate the guesswork with AI-powered recommendations for everyoneDecrease time spent on manual data entry for incoming cases and improve case field accuracy and completionAutomate case triage and solve customer requests fasterDecrease time spent selecting field values needed to close a case with chat conversations and improved field accuracySurface the best articles in real time to solve any customer’s questionEliminate time spent typing responses to the most common customer questionsGet insights into contact center operations, understand customers, and deliver enhanced customerexperiencesChat or Messaging channels, minimum of 20 examples for most languagesNo data requirements. User specific requirements like browser and device apply Make sure that your dataset has the minimum records to build a successful recommendation. Recipient Records need a minimum of 100 records,Recommended Item Records need a minimum of 10 records, andPositive Interaction Examples need a minimum of 400 records
Einstein Engagement Frequency Model Card Overview The Einstein Engagement Frequency Model Card in Marketing Cloud Engagement is designed to help marketers determine the optimal frequency for sending emails to individual contacts, thereby maximizing engagement and minimizing unsubscribes. Here’s an overview of the key aspects of this model: Model Details Intended Use Relevant Factors and Inputs Output Ethical Considerations Refresh Cadence Licensing and Access Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Large children’s hospital needs a usable data model and enhanced security to deliver excellent patient outcomes. Healthcare Health Cloud Marketing Cloud Large Childrens Hospital. Industry: Healthcare Client is a large children’s hospital with pediatric healthcare offering acute care. Problem: Implemented : Our solution? Results: In order to improve operations, provide physician-facing services, and move data—including PHI and PII—to the cloud, we have assisted healthcare providers in overcoming these obstacles. Salesforce offers all-inclusive solutions specifically designed to meet the demands of payers (insurance companies) and providers (healthcare organizations). Better health outcomes, more operational effectiveness, and increased patient engagement are the goals of these solutions. Salesforce solutions for the health and life sciences are tailored to the particular requirements of the medical industry. Salesforce offers digital transformation technology for health and life sciences industries. If you are considering a Salesforce healthcare implementation, contact Tectonic today. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
Revitalize your marketing strategy by personalizing each customer’s experience and maximizing ROI through our cutting-edge personalization engine. Marketing Cloud Interaction Studio: Visualize, track, and manage customer experiences with real-time interaction management. Drive valuable engagement at the right moment, tailored to your audience’s preferences. Interaction Studio amplifies Marketing Cloud with expanded real-time personalization. Two Products to Note: Marketing Cloud Personalization (formerly Interaction Studio): Interaction Studio (Legacy): Tailoring Website and App Experiences: Utilize machine learning and AI for personalized web and app interactions. Customize webpage content, in-app experiences, product suggestions, and more. Craft individualized customer journeys targeting specific KPIs from acquisition to retention. Employ real-time user behavior and historical customer data for dynamic calls to action (CTAs), ensuring swift decisions aligned with your customers’ browsing pace. AI-Enhanced Journey Triggers: Initiate relevant and real-time experiences guiding customers through their purchasing journey. Leverage AI-driven decisions based on real-time behavior, historical data, and business-specific datasets. Deliver predefined experiences, dynamically adjusting content, channels, or offers based on ongoing customer interactions like browsing or cart abandonment journeys. Personalization in Sales and Service: Integrate real-time engagement data into your sales and service platforms to enhance customer and prospect interactions. Empower service teams to proactively address queries and streamline case resolutions. Provide sales teams with valuable insights into an account or prospect‘s purchase journey for more relevant conversations and offers. Unlock the Full Potential with Marketing Cloud Personalization: Formerly Interaction Studio, Marketing Cloud Personalization allows you to visualize, track, and manage customer experiences in real-time. Drive meaningful engagement precisely when needed and in the preferred manner of your audience. Real-time personalization enhances Marketing Cloud Engagement, offering expanded capabilities for crafting personalized customer journeys. Hyper-Personalization: Explore a customer-centric approach that treats each customer as a distinct individual, offering highly relevant and tailored experiences. Hyper-personalization goes beyond traditional personalization with advanced techniques: Artificial Intelligence (AI): Machine Learning (ML): Customer Relationship Management (CRM) Software: Big Data Analytics: Content Management System (CMS): Internet of Things (IoT): Hyper-personalization is the future of customer engagement, going beyond traditional segmentation to provide unique and tailored experiences for each individual customer. FEATURE GROWTH PREMIUM A/B/N testing with campaign attribution and analytics AI-driven next best action, promotions, offers, decisions Batch ETL of Data In:Sync customer information, collected and stored in other systems or solutions, with Marketing Cloud Personalization.Sync product data, catalog data, and business information. Limited Batch ETL of Data Out:Batch export Marketing Cloud Personalization segment membership to an SFTP site. Campaign management system Goal tracking Identity management In-depth behavioral tracking and affinity for an understanding of true engagement and intent Marketing Cloud Personalization Data Warehouse: Marketing Cloud Personalization data streamed to a data warehouse and formatted for use by business intelligence (BI) tools. Salesforce maintains the data warehouse for you. Also, the Marketing Cloud Personalization Data Warehouse can send data to S3 buckets for you to load into your own data warehouse. Premium Add-on Mobile SDK: Use the Mobile SDK to track behaviors and actions of iOS and Android mobile app users. Also, you can use the SDK to deliver personalized experiences inside the app or on another channel in real time. Create and deploy one-off push notifications triggered by a visitor’s actions or behavior. Outbound orchestration triggers for other channels. Marketing Cloud Personalization triggers another system or channel in real time or on a delay. Outbound orchestration triggers to Marketing Cloud, which isn’t supported for other email service providers (ESPs). Product and content recommendations Product catalog feed Real-time response in the same channel for licensed channels Real-time segmentation Rule-based and dynamic targeting Salesforce Customer Data Platform Server-side Campaign API Call in Marketing Cloud Personalization for a real-time response about a named profile. The API call can include attributes on that profile, segment membership, recommendations, promotions, or other decisions. Surveys Unified customer profiles for anonymous and named profiles Unlimited web behavioral data collection Visual editor Website campaign behavioral data Website personalization Compare Personalization Learn about Personalization Salesforce Implementation Solutions. Like1 Related Posts 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more How Travel Companies Are Using Big Data and Analytics In today’s hyper-competitive business world, travel and hospitality consumers have more choices than ever before. With hundreds of hotel chains Read more Mapping Your Customer Journey Creating a customer journey map is a crucial undertaking for businesses aiming to improve the customer experience and foster long-term Read more Salesforce Marketing Cloud Transactional Emails Salesforce Marketing Cloud Transactional Emails are immediate, automated, non-promotional messages crucial to business operations and customer satisfaction, such as order Read more
Salesforce has unveiled the Marketing Cloud Growth Edition, (Marketing Cloud Engagement) offering a glimpse into the future of marketing applications aligned with the core Salesforce platform. This edition marks the first iteration of Marketing Cloud on the ‘core’ Salesforce platform, known as Einstein 1 Platform. Built on Data Cloud, it introduces new builders powered by Salesforce CMS, a data model tapping into Salesforce objects, and a suite of data management capabilities through Data Cloud and Einstein’s generative AI tools. It’s crucial to understand that while this edition brings new functionality, Salesforce remains committed to innovating existing Marketing Cloud products as well. Marketing Cloud Growth Edition targets B2B SMB organizations, offering lead capture, cross-channel journeys, engagement scoring, and reporting capabilities. Built on Einstein 1 Built on Einstein 1, Marketing Cloud Growth Edition leverages Data Cloud’s technology to enhance marketing products with AI-powered features. This move signifies Salesforce’s focus on integrating powerful new technologies into the Marketing Cloud tech stack. Two years ago, Salesforce made the decision to rename a number of their Marketing Cloud offerings. Marketing Cloud’s most popular modules for messaging and journeys go by Marketing Cloud Engagement. Has it really been two years? The architecture of Marketing Cloud Growth Edition represents a significant shift, with key components like the email and form builders built on Salesforce CMS. These builders offer guided setup processes and seamless integration with Flow, Salesforce’s automation engine. Marketers will benefit from simplified workflows and advanced personalization options. Marketing Cloud Account Engagement (formerly Pardot), caters to more B2B use cases. So which product is Marketing Cloud Growth Edition really: Marketing Cloud Engagement or Marketing Cloud Account Engagement? Being targeted at B2B, SMB (small-medium) organizations, you may be asking if this is the beginning of the end for Account Engagement. In short, this is not only a new edition, it’s a whole new world…Marketing Cloud ‘On Core’ (Einstein 1). Marketing Cloud Growth Edition and Einstein AI Einstein AI plays a pivotal role in Marketing Cloud Growth Edition, providing features like Send Time Optimization and Co-Create for campaign brief and message generation. Additionally, robust analytics capabilities built on Data Cloud offer insights into marketing performance. Announced at Dreamforce ‘23 as a better re-engineered core platform with the inherent ability to handle generative AI with speed and agility. Support of Salesforce Data Cloud for their marketing platforms has been a focus and now it is a reality. Pricing for Marketing Cloud Growth Edition starts at $18,000 per org per year, with additional options for email sends, unified profiles, segmentation credits, and SMS sends. With Marketing Cloud Growth Edition, you will gain the following: 180k email sends /org/year (add on email sends at an additional cost). 10k unified profiles, unified via Data Cloud. 10k activation and segmentation credits, to use with Data Cloud. The rollout of Marketing Cloud Growth Edition begins in North America, with plans for availability in Europe/Middle East (EMEA) in the second half of 2024. Learning resources and guided setup will be available to help customers get started with the new edition. While Marketing Cloud Growth Edition represents a significant step forward, it’s important to note that it’s not the end of Marketing Cloud or Account Engagement products. Salesforce continues to invest in innovation and development, with future plans to migrate more Marketing Cloud functionality onto the core platform. Great Changes with Marketing Cloud Growth Edition This includes lead capture, sending leads on journeys with email and SMS, automating notifications to sales and service teams, engagement scoring, and reporting for engagement on assets (such as emails, SMS, landing pages and forms). A new type of scoring that combines what we have known as scoring (behavioral) and grading (demographic). With the advent of advanced personalization, sending a large volume of customers through personalized cross-channel journeys, and reporting on these results. The email builder is built on top of Salesforce CMS, a shared service across other parts of the platform, so you have a single repository for assets. Let the tools do what they each excel at. CMS do what it does best, and allow Flow to do what it does best. Tectonic suspects Account Engagement (formerly Pardot) customers will start to see some of this reimagined building experience in the first half of 2024. Salesforce platform users have long known Flow to be Salesforce’s automation engine, bringing incredible power to non-coder that they historically didn’t have. Flow will power the automation behind Marketing Cloud Growth Edition too – including email sending. On The Core Platform As a result of being on the Einstein 1 (‘core’) platform, any AI-powered features marketers choose to use will be accessible and more powerful. Einstein Send Time Optimization is included, which will advise the most optimal time to send an email, based on the best performing emails for that audience in the past. Also, you’ll find Einstein Co-Create for campaign brief and message generation, and likely more that we’ve yet to encounter. When it comes to reporting on marketing on the Salesforce platform, you have many options. B2B Marketing Analytics (B2BMA) is an add-on to Account Engagement, where customers gain access to a pre-built CRM Analytics app that contains dashboards for use cases such as pipeline, engagement, account-based marketing, and other. Will there be access to something similar? For Marketing Cloud Growth Edition, at the time of launch there will instead be a set of reports and dashboards, built on Data Cloud. Details are currently yet to be released by Salesforce. Tectonic will alert you as soon as we hear. Easy Guided Set-ups You may have already gone through the new-style guided setup with other Salesforce modules. You will know that Salesforce has cut down the number of clicks required. Everyone on the Salesforce side involved with the project has been through the setup multiple times, which can be launched in minutes. Overall, Marketing Cloud Growth Edition promises to empower marketers with advanced capabilities and insights, setting the stage for continued evolution and growth in the marketing automation landscape. Marketers like us
Explore the capabilities of WhatsApp channels in Unified Messaging and compare them with WhatsApp channels in Service Cloud Digital Engagement and Marketing Cloud Engagement. Availability: If a capability is listed as “Not applicable” for a particular channel type, it is because the capability does not align with the channel’s purpose or limitations. For example, agent capabilities are not relevant for Marketing Cloud Engagement, as marketing interactions primarily involve automated responses rather than human agent interactions. Setup and Routing Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement Automated channel setup (no case required) Yes Yes Yes Message routing method Journey Builder for marketing interactions, Omni-Channel for service interactions Omni-Channel Journey Builder Tab-based capacity Yes, during service interactions Yes Not applicable Status-based capacity Yes, during service interactions Yes Not applicable Messaging Session Start and End Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement Customer can start session Yes Yes Yes Agent can start session Yes, via the Send Message global action Yes, via the Send Message global action No Automated outbound messages Yes Yes, via the Send Conversation Messages invocable action Yes, via Journey Builder Agent can end session Yes Yes Not applicable Agent can mark session inactive Yes Yes Not applicable Available session statuses Yes: New, Consent, Waiting, Active, Inactive, Ended, Error Yes Not applicable Send and receive messages via an API No No Yes, via the Marketing Cloud LLTS WhatsApp API Customer Experience Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement Typing indicator: customer side No No Not applicable Typing indicator: agent side No No Not applicable Read receipts: customer side No No Not applicable Read receipts: agent side No No Not applicable Delivered receipts: customer side No No Not applicable Delivered receipts: agent side Yes Yes Not applicable Desktop application support Yes Yes Not applicable Agent Experience Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement Quick text Yes Yes Not applicable Message templates Yes Yes Not applicable Einstein recommended replies Yes Yes Not applicable Agent-to-agent transfer Yes Yes Not applicable Agent-to-flow transfer Yes Yes Not applicable Agent-to-queue transfer Yes Yes Not applicable Flag raise Yes Yes Not applicable Supervisor whisper to agents Yes Yes Not applicable Conversation transcripts Yes Yes Not applicable After-conversation work timer Yes Yes Not applicable Einstein Bots integration Yes Yes Not applicable Individual-object linking Yes Yes Not applicable Channel menu Yes Yes Not applicable Content Sharing Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement File sharing Yes Yes Yes Text Yes, up to 4,096 characters Yes, up to 4,096 characters Yes, up to 4,096 characters Emoji Yes Yes No Images Yes, size limits vary Yes, up to 25 MB outbound Yes, up to 5 MB Documents Yes, size limits vary Yes, up to 30 MB inbound Yes, up to 100 MB via public URL Audio files Yes, size limits vary Yes, up to 25 MB outbound Yes, up to 16 MB via public URL Video files Yes, size limits vary Yes, up to 25 MB outbound Yes, up to 16 MB via public URL GIFs Yes (inbound only) Yes (inbound only) No Enhanced links Yes Yes Yes Automated notifications Yes Yes Yes, via Journey Builder Payment requests Yes, during service interactions Yes No Authentication requests Yes Yes Yes, via Journey Builder Right-to-left languages Yes Yes No Automated Responses Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement Auto-responses Yes, via Service channel settings and Journey Builder Yes, after user sends an initial message Yes, via default responses Keyword-based auto-responses Yes Yes Yes Security and Consent Management Capability Unified Messaging WhatsApp Channel Enhanced WhatsApp Channel in Service Cloud Digital Engagement WhatsApp Channel in Marketing Cloud Engagement Sensitive data rules Yes, during service interactions Yes No Encryption at rest Yes Yes Yes Channel consent levels Implicit opt-in, explicit opt-in Implicit opt-in, explicit opt-in, double opt-in Explicit opt-in Customers can opt out Yes Yes Yes Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
AI-Enabled Triggers for Guiding Customer Journeys – Personalization With Customized AI-Driven Journeys Initiate timely and relevant customer experiences that seamlessly lead individuals through their purchasing journey. Employ AI-powered decision-making to identify the most suitable next steps for customers, offering personalized suggestions based on real-time behavior, historical data, and business-specific datasets such as pricing and inventory. Deliver predefined experiences, such as browsing or cart abandonment journeys, while utilizing real-time interactions to determine the optimal content, channel, or offer for each customer. Efficiently extract insights by harnessing behavioral data and advanced analytics to visualize cross-channel customer journeys for both individuals and segments, identifying and resolving key friction points. Elevate customer acquisition, loyalty, and lifetime value by crafting personalized, omni-channel journeys that align with both customer desires and business objectives. Enable trigger-based customer journeys that facilitate immediate responses to customer actions, whether in the physical realm, such as entering a store and connecting to Wi-Fi, or in the virtual space, like visiting a shopping website. The Role of AI in Elevating the Customer Journey AI significantly contributes to heightened customer satisfaction, ultimately leading to improved retention. Address customer pain points in their preferred language and provide solutions tailored to their needs based on purchasing history and previous interactions with customer service. AI’s Influence Across Customer Journey Stages At each stage of the customer journey, AI transforms experiences by delivering personalized interactions from awareness to post-purchase. This transformation is made possible through automation, predictive analytics, and intelligent virtual agents. Transformative Impact of Generative AI on Customer Journeys Generative AI, exemplified by advanced language models like GPT-4, has the potential to revolutionize customer journeys. These models automate communication and content creation, dynamically adjusting tone and style to match customer preferences. For instance, Grammarly’s tone detector adapts communication based on the recipient’s profile and interaction history. Continuous Iteration and AI in Customer Journey Mapping In the era of digitization, AI-driven personalization surpasses traditional customer journey mapping based on a few personas. Organizations must harness AI and machine learning to create personalized journeys that enhance user experiences. The iterative improvement process involves collecting comprehensive data, utilizing AI for analysis and insights, implementing changes, and evaluating results through key performance indicators. Netflix: An AI Success Story Netflix serves as a prime example of AI success, continuously analyzing user behavior and preferences to refine content recommendation algorithms. This approach enhances personalization, leading to increased customer engagement and satisfaction. Integrating Generative AI into Existing Systems To fully capitalize on generative AI, integration into existing systems and processes is crucial. This may entail developing APIs to connect AI tools with customer relationship management (CRM) systems and content management systems. Testing and Continuous Enhancement Implementing AI-driven personalization necessitates a robust testing and evaluation process. Clearly defined key performance indicators and analytics capabilities are essential for measuring effectiveness and making continuous improvements. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more
