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Discover Service Capabilities with My Service Journey
04May

Discover Service Capabilities with My Service Journey (Beta)

Discover Service Capabilities with My Service Journey Take your Service Cloud implementation from good to great with My Service Journey. Get the Salesforce point of view on achieving your business goals in various Service areas, such as the Help Site or Agent Console. With My Service Journey, you can explore Service Cloud capabilities tailored to your business goals, edition, new features, Einstein functionalities, and more. Where: This change applies to Lightning Experience in Enterprise and Unlimited editions. NOTE: This feature is a Beta Service. Customers may opt to try this Beta Service at their discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at Agreements and Terms. How: Launch My Service Journey from the App Launcher. Every day, your customers interact with your brand across multiple channels, forming service journeys that shape opinions, loyalty, and future purchase intent. My Service Journey details the full feature set of Service Cloud, helping you quickly determine how Salesforce can further your business goals. Accessible to all users, My Service Journey lists cloud functionalities, referred to as capabilities. Available in the App Launcher, My Service Journey filters capabilities by the business area most relevant to you, the ones available in your Salesforce edition, or the newest ones. You can also identify Quick Wins—capabilities with no or low implementation barriers—to get started right away. If you find a relevant capability, you can save it or share it with team members. If you discover a capability you need but don’t have access to, reach out to Salesforce account executives directly in My Service Journey. Einstein for Feedback Management Get Insightful Perspectives from Summaries of Survey Responses Unlock a comprehensive understanding of your survey data with generative AI summarizing responses and providing nuanced insights. Use data maps to create or update records with these summaries, which offer a thorough grasp of your audience’s perspectives. For example, you can create summaries of responses from your customer base, partners, and prospects. These summaries are tailored to the survey question types, providing a comprehensive overview of audience insights. Get Deeper Insights from Survey Responses Access the comprehensive Natural Language Processing Insights dashboard for a detailed analysis of survey results based on sentiments, extracted entities, and key phrases. Use this analysis to assess trends and monitor frequently appearing key phrases and entities in survey responses. 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 4, 2024in Generative AI
Impact of AI Agents Across Key Sectors in 2024
24Apr

Impact of AI Agents Across Key Sectors in 2024

Sophisticated autonomous digital entities are already transforming our lives, industries, and the way we engage with technology. What will be the Impact of AI Agents Across Key Sectors in 2024? While much attention has been given to Generative AI (Gen AI), the next major leap forward comes from AI Agents. This emerging technology is set to revolutionize how we work and interact with the world. How AI Agents Will Shape Daily Life AI Agents: An OverviewAI Agents, also called digital assistants or AI-driven entities, are advanced systems designed to perform tasks and provide services autonomously. They use machine learning, natural language processing, and other AI technologies to understand user needs, solve problems, and complete tasks without direct human intervention. The Impact of AI Agents Across Key Sectors in 2024 Personalization and AssistanceAI Agents are increasingly embedded in our personal and professional routines. By learning our preferences, habits, and needs, they offer personalized recommendations, such as curating music playlists, suggesting films, or creating custom workout plans. Their ability to deliver tailored assistance makes everyday life more seamless and enjoyable. Healthcare AdvancementsIn healthcare, AI Agents are making a significant impact. They can analyze medical records, provide diagnostic insights, and assist with treatment planning. Multi-modal agents even process medical imaging to aid in diagnoses, marking a groundbreaking advancement for both healthcare professionals and patients. Efficiency in BusinessAI Agents are transforming business operations by improving customer service through 24/7 automated chatbots and streamlining processes in supply chain management, human resources, and data analysis. These systems help optimize operations and support more informed decision-making. Education and LearningIn education, AI Agents offer personalized learning experiences tailored to each student’s needs, helping them learn at their own pace. Teachers also benefit, as AI Agents provide insights to customize instruction and track student progress. Enhanced CybersecurityAs cybersecurity threats evolve, AI Agents play a key role in identifying and mitigating risks. They detect anomalies in real-time, helping organizations protect their data and systems from breaches and attacks. Environmental ImpactAI Agents are contributing to sustainability by optimizing energy consumption in buildings, improving waste management, and monitoring environmental changes. Their role in addressing climate change is increasingly critical. Research and InnovationIn fields like drug discovery and climate modeling, AI Agents accelerate research by processing and analyzing vast amounts of data. Their involvement speeds up discoveries and innovation across multiple domains. Impact of AI Agents Across Key Sectors in 2024 In 2024, AI Agents have become much more than just digital assistants; they are driving transformative change across industries and daily life. Their ability to understand, adapt, and respond to human needs makes technology more efficient, personalized, and accessible. However, as AI Agents continue to evolve, it is crucial to consider ethical concerns and promote responsible use. With mindful integration, AI Agents hold the promise of a more connected, sustainable, and innovative future. If you are ready to explore AI Agents in your business, contact Tectonic today. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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April 24, 2024in Generative AI
Ethical and Responsible AI
02Apr

Ethical and Responsible AI

Responsible AI and ethical AI are closely connected, with each offering complementary yet distinct principles for the development and use of AI systems. Organizations that aim for success must integrate both frameworks, as they are mutually reinforcing. Responsible AI emphasizes accountability, transparency, and adherence to regulations. Ethical AI—sometimes called AI ethics—focuses on broader moral values like fairness, privacy, and societal impact. In recent discussions, the significance of both has come to the forefront, encouraging organizations to explore the unique advantages of integrating these frameworks. While Responsible AI provides the practical tools for implementation, ethical AI offers the guiding principles. Without clear ethical grounding, responsible AI initiatives can lack purpose, while ethical aspirations cannot be realized without concrete actions. Moreover, ethical AI concerns often shape the regulatory frameworks responsible AI must comply with, showing how deeply interwoven they are. By combining ethical and responsible AI, organizations can build systems that are not only compliant with legal requirements but also aligned with human values, minimizing potential harm. The Need for Ethical AI Ethical AI is about ensuring that AI systems adhere to values and moral expectations. These principles evolve over time and can vary by culture or region. Nonetheless, core principles—like fairness, transparency, and harm reduction—remain consistent across geographies. Many organizations have recognized the importance of ethical AI and have taken initial steps to create ethical frameworks. This is essential, as AI technologies have the potential to disrupt societal norms, potentially necessitating an updated social contract—the implicit understanding of how society functions. Ethical AI helps drive discussions about this evolving social contract, establishing boundaries for acceptable AI use. In fact, many ethical AI frameworks have influenced regulatory efforts, though some regulations are being developed alongside or ahead of these ethical standards. Shaping this landscape requires collaboration among diverse stakeholders: consumers, activists, researchers, lawmakers, and technologists. Power dynamics also play a role, with certain groups exerting more influence over how ethical AI takes shape. Ethical AI vs. Responsible AI Ethical AI is aspirational, considering AI’s long-term impact on society. Many ethical issues have emerged, especially with the rise of generative AI. For instance, machine learning bias—when AI outputs are skewed due to flawed or biased training data—can perpetuate inequalities in high-stakes areas like loan approvals or law enforcement. Other concerns, like AI hallucinations and deepfakes, further underscore the potential risks to human values like safety and equality. Responsible AI, on the other hand, bridges ethical concerns with business realities. It addresses issues like data security, transparency, and regulatory compliance. Responsible AI offers practical methods to embed ethical aspirations into each phase of the AI lifecycle—from development to deployment and beyond. The relationship between the two is akin to a company’s vision versus its operational strategy. Ethical AI defines the high-level values, while responsible AI offers the actionable steps needed to implement those values. Challenges in Practice For modern organizations, efficiency and consistency are key, and standardized processes are the norm. This applies to AI development as well. Ethical AI, while often discussed in the context of broader societal impacts, must be integrated into existing business processes through responsible AI frameworks. These frameworks often include user-friendly checklists, evaluation guides, and templates to help operationalize ethical principles across the organization. Implementing Responsible AI To fully embed ethical AI within responsible AI frameworks, organizations should focus on the following areas: By effectively combining ethical and responsible AI, organizations can create AI systems that are not only technically and legally sound but also morally aligned and socially responsible. Content edited October 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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April 2, 2024in AI Tools, Data, Generative AI
Hubspot vs Salesforce
21Oct

Hubspot vs Salesforce

HubSpot began as a marketing automation solution tailored for small businesses, but it has since grown into a comprehensive Enterprise CRM, integrating marketing, sales, CMS, and service functionalities. While Salesforce continues to be a popular choice for CRM, more teams are increasingly turning to HubSpot for its marketing automation capabilities. HubSpot is a leading platform in CRM, marketing, sales, and customer service software, with a clear mission: to empower companies to optimize their sales processes and drive growth. HubSpot offers a range of resources centered around its five main products or “Hubs,” with the Marketing Hub and Sales Hub being the most prominent. HubSpot vs. Salesforce: Key Differences Salesforce is known for its robust reporting and extensive customization options. In contrast, HubSpot offers a smoother learning curve, a more intuitive interface, and a comprehensive suite of marketing and sales tools, all available at an accessible price point, including a free tier. Integrating HubSpot with Salesforce Integrating HubSpot with Salesforce allows you to streamline operations, creating a seamless and efficient connection between the two platforms without the need for complex technical setup. Key Benefits of HubSpot-Salesforce Integration: Enhanced Data Management The HubSpot-Salesforce integration simplifies and accelerates data management by eliminating manual data transfers and reducing the risk of errors. Syncing all relevant business data to HubSpot in just a few clicks provides deep insights into customer interactions and preferences, enabling you to deliver personalized experiences that boost engagement and foster customer loyalty. Empowering Sales Teams The integration enables seamless bi-directional synchronization, giving your sales team critical lead intelligence. By customizing record syncing and providing lead scores from HubSpot to Salesforce, sales teams can prioritize their outreach efforts more effectively, ultimately leading to increased deal closures. Bridging the Gap Between Marketing and Sales Close the gap between marketing and sales by using Salesforce data to personalize emails, segment databases, and send emails on behalf of sales representatives. The integration eliminates the need for manual exporting and importing of lists and campaign responses, while also allowing you to track revenue from closed-won deals in HubSpot, attributing campaigns directly to the revenue they generate. 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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October 21, 2023in Marketing Automation
19Sep

Audience Builder Marketing Cloud

Marketing Cloud Audience Builder dynamically generates targeted audiences from contacts stored in your account based on attribute and behavioral values. These audiences can be used to target or exclude contacts from your marketing activities. In today’s world, where a staggering 347.3 billion emails are sent globally every day, email inboxes have become increasingly cluttered. In your specific niche, you’re not the only one trying to reach your target audience; numerous others are vying for their attention. With consumers having a multitude of options, marketers bear the responsibility of positioning themselves in a way that makes it impossible for potential customers to overlook them. Achieving this requires embracing customer-centricity, which involves deeply engaging with different buyer personas by segmenting your contact list based on various parameters such as age, gender, location, interests, preferences, past purchases, browsing history, and position in the sales funnel. However, manually managing this segmentation, especially with a large contact list, can be overwhelming. This is where a dependable tool like Salesforce Marketing Cloud’s Audience Builder proves invaluable. The SFMC Audience Builder empowers marketers to create granular segmentation frameworks based on demographic and behavioral data, making the execution of targeted campaigns effortless. It dynamically generates targeted audiences by utilizing contacts in your account and leveraging behavioral values and stored attributes as guiding parameters. In this overview, we aim to provide a comprehensive understanding of SFMC’s Audience Builder. Key Entities and Terminologies: 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 19, 2023in Data, Salesforce, Salesforce Marketing Cloud
Big Data and Data Visualization
20Aug

Big Data and Data Visualization Explained

Data Visualization: Turning Complex Data into Clear Insights Data visualization is the practice of converting information into visual formats, such as maps or graphs, to make data more accessible and understandable. The primary purpose of data visualization is to highlight patterns, trends, and outliers within large data sets, allowing users to quickly glean insights. The term is often used interchangeably with information graphics, information visualization, and statistical graphics. The Role of Data Visualization in Data Science Data visualization is a crucial step in the data science process. After data is collected, processed, and modeled, it must be visualized to draw meaningful conclusions. It’s also a key component of data presentation architecture, a discipline focused on efficiently identifying, manipulating, formatting, and delivering data. Importance Across Professions Data visualization is essential across various fields. Teachers use it to display student performance, computer scientists to explore AI advancements, and executives to communicate information to stakeholders. In big data projects, visualization tools are vital for quickly summarizing large datasets, helping businesses make informed decisions. In advanced analytics, visualization is equally important. Data scientists use it to monitor and ensure the accuracy of predictive models and machine learning algorithms. Visual representations of complex algorithms are often easier to interpret than numerical outputs. Historical Context of Data Visualization Data visualization has evolved significantly over the centuries, long before the advent of modern technology. Today, its importance is more pronounced, as it enables quick and effective communication of information in a universally understandable manner. Why Data Visualization Matters Data visualization provides a straightforward way to communicate information, regardless of the viewer’s expertise. This universality makes it easier for employees to make decisions based on visual insights. Visualization offers numerous benefits for businesses, including: Advantages of Data Visualization Key benefits include: Challenges and Disadvantages Despite its advantages, data visualization has some challenges: Data Visualization in the Era of Big Data With the rise of big data, visualization has become more critical. Companies leverage machine learning to analyze vast amounts of data, and visualization tools help present this data in a comprehensible way. Big data visualization often employs advanced techniques, such as heat maps and fever charts, beyond the standard pie charts and graphs. However, challenges remain, including: Examples of Data Visualization Techniques Early computer-based data visualizations often relied on Microsoft Excel to create tables, bar charts, or pie charts. Today, more advanced techniques include: Common Use Cases for Data Visualization Data visualization is widely used across various industries, including: The Science Behind Data Visualization The effectiveness of data visualization is rooted in how humans process information. Daniel Kahneman and Amos Tversky’s research identified two methods of information processing: Visualization Tools and Vendors Data visualization tools are widely used for business intelligence reporting. These tools generate interactive dashboards that track performance across key metrics. Users can manipulate these visualizations to explore data in greater depth, and indicators alert them to data updates or important events. Businesses might use visualization of data software to monitor marketing campaigns or track KPIs. As tools evolve, they increasingly serve as front ends for sophisticated big data environments, assisting data engineers and scientists in exploratory analysis. Popular data visualization tools include Domo, Klipfolio, Looker, Microsoft Power BI, Qlik Sense, Tableau, and Zoho Analytics. While Microsoft Excel remains widely used, newer tools offer more advanced capabilities. Data visualization is a vital subset of the broader field of data analytics, offering powerful tools for understanding and leveraging business data across all sectors. 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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August 20, 2023in Salesforce
Migrating from Zoho to Salesforce
03Jun

Migrating from Zoho to Salesforce

Migrating from Zoho to Salesforce is a major undertaking that can significantly enhance a business’s CRM processes as it scales. To ensure a smooth transition, careful planning, data preparation, and execution are essential for accurate and efficient data transfer. In this guide, we’ll outline a step-by-step approach to migrating from Zoho to Salesforce, covering everything from pre-migration planning to post-migration follow-up. Step 1: Pre-Migration Planning 1. Evaluate Your Business RequirementsBegin by assessing your current and future CRM needs. Identify critical functionalities in Zoho that you depend on and determine which Salesforce features will either replace or enhance them. Consider: This evaluation ensures that Salesforce is configured to align with your business processes during the migration. 2. Assign a Project TeamForming a dedicated project team is crucial for a successful migration. Include stakeholders from various departments, designate a project manager to oversee the migration, and enlist CRM specialists familiar with both Zoho and Salesforce. You might also consider hiring a certified Salesforce consultant or partner to assist with technical aspects. 3. Backup Your DataBefore starting the migration, back up your data from Zoho. Export all relevant information, including: This backup ensures you have a complete copy in case any issues arise during the migration. Step 2: Preparing Salesforce for Migration 1. Customize Salesforce to Fit Your NeedsNow is the time to tailor Salesforce to reflect your existing business processes. Review the custom fields, objects, workflows, and automations in Zoho, replicating or enhancing them in Salesforce. Salesforce’s high customization level allows you to optimize your CRM for your team’s specific needs. 2. Set Up IntegrationsIf you’ve been using third-party tools integrated with Zoho, establish the corresponding integrations in Salesforce. The Salesforce AppExchange offers a range of integrations, from email marketing platforms to accounting systems. Ensure the necessary tools are connected before migrating your data. Step 3: Data Migration 1. Map Data FieldsTo facilitate accurate data transfer between Zoho and Salesforce, map your Zoho data fields to their Salesforce counterparts. For instance, “Account Name” in Zoho should correspond to “Account” in Salesforce. Create equivalent custom fields in Salesforce if they exist in Zoho. 2. Cleanse Your DataData cleansing is vital to ensure only relevant, accurate, and up-to-date information is migrated. Remove duplicates, outdated contacts, and incorrect data from Zoho. This step streamlines the migration process and enhances the quality of your Salesforce database. 3. Choose a Migration ToolSelect an appropriate tool for migrating data between CRMs, such as: Depending on your data’s complexity, choose a tool that provides additional support, such as mapping or automation features. 4. Perform a Test MigrationConduct a test migration using a subset of your data before proceeding with the full migration. This allows you to verify that everything transfers correctly and identify any issues with data formatting, relationships between objects, or custom fields. Adjust your mapping and migration processes based on the test results. Step 4: Full Data Migration Once you’re satisfied with the test migration results, proceed with the complete data migration from Zoho to Salesforce. This process may take time, depending on your data’s size and complexity, so plan for downtime or staggered migrations to minimize disruptions to your team’s workflow. Step 5: Post-Migration Setup and Testing 1. Validate Your DataAfter the full migration, verify that all data has been transferred accurately. Check for discrepancies between Zoho and Salesforce records, ensuring that relationships (e.g., contacts linked to accounts) remain intact. 2. Recreate Automation and WorkflowsRe-establish any automations, workflows, or triggers that were functioning in Zoho within Salesforce. Utilize Salesforce’s automation tools, like Process Builder or Flow, to replicate these processes. Adjust them as necessary to leverage Salesforce’s advanced capabilities. 3. Train Your TeamSuccessful migration extends beyond data transfer; it’s crucial to ensure your team is equipped to use Salesforce effectively. Conduct training sessions focused on new features and workflows, providing documentation or cheat sheets to facilitate adjustment. 4. Monitor System PerformancePost-migration, monitor your Salesforce instance for any performance issues or data inconsistencies. Make necessary adjustments and ensure that integrations are functioning as expected. Step 6: Post-Migration Follow-Up 1. Run Parallel OperationsConsider operating both systems in parallel for a brief period to confirm Salesforce is fully functional before phasing out Zoho. This allows your team to continue using Zoho if critical issues arise in Salesforce during the transition. 2. Optimize Your Salesforce InstanceOver time, identify opportunities to further customize and optimize Salesforce to meet your evolving needs. Regularly review workflows, automations, and reporting to fully utilize Salesforce’s advanced features. Who Should You Work With A successful migration from Zoho to Salesforce involves key stakeholders from various departments to ensure the new CRM setup aligns with company processes. Typical Migration Timelines The duration of a Zoho to Salesforce migration typically depends on your data’s complexity and the required customizations. For smaller businesses with straightforward CRM setups, the process may take 4 to 6 weeks, encompassing planning, data mapping, testing, and training. However, larger organizations with extensive custom fields, workflows, and third-party integrations may require 3 to 6 months. Allow ample time for thorough testing and validation to ensure data accuracy and system functionality before going live. User training and post-migration follow-up are also critical for a smooth transition. Conclusion Migrating from Zoho to Salesforce is a growth step in enhancing your company’s CRM capabilities and positioning it for future growth. By meticulously planning your migration, cleansing your data, and configuring Salesforce to meet your business requirements, you can facilitate a smooth transition and leverage Salesforce’s powerful features from day one. With the right preparation and support, your business will be well-equipped to scale, streamline operations, and achieve long-term success using Salesforce. If you need assistance with your migration, don’t hesitate to contact Tectonic for a quote. Content updated September 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented

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June 3, 2023in Data, Mulesoft, Salesforce
Custom Campaign Types
04Mar

Custom Campaign Types

Customizing Campaign Types in Salesforce The Type field in your campaigns indicates the overall method or channel used, such as Direct Mail or Referral Program. Customizing the picklist for this field helps to better organize the various campaign types your business runs. Marketers can use the Type field to track and compare the performance of different campaign methods, making it easier to optimize strategies. Available Editions User Permissions Required Default Values in the Type Field The Type field comes with a set of default values, including: Customizing Campaign Types Steps to Customize Campaign Types: Creating a Dependent Picklist You can also create dependent picklists to define subcategories under your main campaign types. Important Notes: How to Create a Dependent Type Picklist: Optimize Campaign Tracking By customizing and organizing campaign types, you can gain better insights into the effectiveness of various marketing strategies. Whether you’re using Lightning Experience or Salesforce Classic, tailoring campaign types helps you track performance and optimize future campaigns effectively. 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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March 4, 2023in Enterprise, Salesforce, Salesforce Managed Services, Salesforce Marketing Automation
Digital Transformation for Life Sciences
19Aug

Digital Transformation for Life Sciences

In hindsight, one remarkable aspect of the COVID crisis was the speed with which vaccines passed through regulatory approval processes to address the pandemic emergency. Approvals that would typically take years were expedited to mere months, a pace not usually seen in the life sciences industry. It was an extraordinary situation, as Paul Shawah, Senior Vice President of Commercial Strategy at Veeva Systems, notes: “There were things that were unnaturally fast during COVID. There was a shifting of priorities, a shifting of focus. In some cases, you had the emergency approvals or the expedited approvals of the vaccines that you saw in the early days, so there was faster growth. Everything was kind of different in the COVID environment.” Today, the industry is not operating at that same rapid pace, but the impact of this acceleration remains significant: “What it did do is it challenged companies to think about why can’t we operate faster at a steady state? There was an old steady state, then there was COVID speed. The industry is trying to get to a new steady state. It won’t be as fast as during COVID because of unique circumstances, but expectations are now much higher. This drives a need to modernize systems, embrace the cloud, become more digital, and improve efficiency.” Companies like Veeva, alongside enterprise giants such as Salesforce, SAP, and Oracle, specialize in this market and play crucial roles in life sciences digitization. According to a McKinsey study, about 45% of tech spending in life sciences goes to three key technologies: applied Artificial Intelligence, industrialized Machine Learning, and Cloud Computing. Over 80% of the top 20 global pharma and medtech companies are operating in the cloud to some extent. However, a study by Accenture found that life sciences firms are among the lowest in achieving benefits from cloud investments, with only 43% satisfied with their results and less than a quarter confident that cloud migration initiatives will deliver the promised value within expected time frames. This presents both a challenge and an opportunity. Frank Defesche, SVP & GM of Life Sciences at Salesforce, sees it as the latter, stating: “The life sciences industry faces increased competition, evolving patient expectations, and ongoing pressure to bring devices and drugs to market faster. With rising drug costs, frustrated doctors, and varying regulatory scrutiny, life sciences organizations must find ways to do more with less.” The industry also contends with an unprecedented influx of data and disparate systems, making it difficult to move quickly. Addressing changes one by one is too slow and costly. Defesche believes that a systemic solution, fueled by connected data and Artificial Intelligence (AI), is key to overcoming these challenges. Paul Shawah of Veeva emphasizes the unique challenges of the life sciences sector: “Life sciences firms primarily do two things: discover and develop medicines, and commercialize them by educating doctors and getting the right drugs to patients. The drug development cycle includes clinical trials, managing everything related to drug safety, the manufacturing process, and ensuring quality. They also manage regulatory registrations. On the commercial side, it’s about reaching out to doctors and healthcare professionals.” Veeva’s Vault platform is designed for life sciences, with customers like Merck, Eli Lilly, and Boehringer Ingelheim. Shawah acknowledges it’s “still relatively early days” for cloud computing adoption but notes successes in areas like CRM, where Veeva achieved over 80% market share by standardizing processes and reducing technical debt. Other areas, like parts of the clinical trials process, remain largely untapped by cloud computing. Shawah sees opportunities to improve patient experiences and make the process more efficient. AI represents a significant area of opportunity. Shawah explains Veeva’s approach: “I’ll break AI into two categories: traditional AI, Machine Learning, and data science, which we’ve been doing for a long time, and generative AI, which is new. We’re focusing on finding use cases that create sustainable, repeatable value. We’re building capabilities into our Vault platform to support AI.” Joe Ferraro, VP of Product, Life Sciences at Salesforce, emphasizes AI’s critical role: “We are born out of the data and AI era, and we’re taking that philosophy into everything we do from a product standpoint. We aim to move from creating a system of record to a system of insight, using data and AI to transform how users interact with software.” Ferraro highlights the need for change: “Organizations told us, ‘Please don’t build the same thing we have now. We are mired in fragmented experiences. Our sales and marketing teams aren’t talking, and our medical and commercial teams don’t understand each other.’ Life Sciences Cloud aims to move the industry from these fragmented experiences to an end-to-end, AI-powered experience engine.” The COVID crisis highlighted the critical role of the life sciences industry. There’s a massive opportunity for digital transformation, whether through specialists like Veeva or enterprise players like Salesforce, Oracle, and SAP. Data must be the foundation of any solution, especially amidst the current AI hype cycle. Ensuring this data is well-managed is a crucial starting point for industry-wide change. 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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August 19, 2022in Generative AI, Life Sciences Cloud
Salesforce Gamification in 2022
03Jul

Salesforce Gamification in 2022

Salesforce Gamification: Key Elements to Boost User Adoption Many companies struggle with people-centric challenges when implementing Salesforce—high training costs, frequent employee turnover, and skills gaps can all contribute to a lower return on investment (ROI). One powerful strategy to address these issues is gamification, which enhances adoption and boosts employee engagement. Research shows that gamified training leads to a 30% increase in knowledge retention, with 83% of employees feeling more motivated. This insight will explore how Salesforce gamification improves employee performance and drives Salesforce adoption. What is Salesforce Gamification? Salesforce gamification applies gameplay techniques to influence employee behavior and drive better business outcomes. It turns learning into a fun, engaging experience, making the adoption of Salesforce easier and more effective. One great example is Trailhead, Salesforce’s learning platform. Trailhead gamifies learning by awarding points and badges as users progress, allowing them to climb the ranks and compete with others, all while mastering Salesforce. Six Essential Elements of Salesforce Gamification Salesforce gamification uses various elements to engage users. Here are six key components that can help drive success: How Salesforce Gamification Improves User Adoption Gamification is a proven method for driving user adoption, engagement, and retention across internal tools and customer-facing applications. For instance, Autodesk increased free trial usage by 40%, and Extraco Bank boosted customer acquisition by over 700% through gamification. Here are five ways gamification can improve Salesforce adoption: How Digital Adoption Platforms Elevate Gamification Digital adoption platforms (DAPs) like Whatfix enhance Salesforce gamification by providing in-app guidance, interactive walkthroughs, and task lists. These features reduce the time employees spend searching for information, improving their productivity and Salesforce proficiency. For example, Experian used Whatfix to increase Salesforce adoption by 72% in just one year. Final Thoughts Salesforce gamification drives user adoption by using gameplay elements—such as badges, leaderboards, and real-time feedback—to reinforce key performance indicators (KPIs) and engage employees at all levels. By incorporating gamification into Salesforce training and daily workflows, businesses can improve employee productivity, automate repetitive tasks, and increase their ROI. Using gamification tools can transform your Salesforce experience and help your teams get more out of their investment. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 3, 2022in Salesforce
Salesforce Content Management System
21Apr

Salesforce Content Management System

Salesforce CMS: A Comprehensive Overview Salesforce Content Management System empowers organizations to build sites, portals, and forums effortlessly through a user-friendly, declarative builder, offered at a subscription rate of $10,000 per org/month. Users leverage its capabilities to publish and manage various content types such as blogs and banners across multiple channels like emails, websites, mobile apps, and portals. Key Features of Salesforce CMS Benefits of Salesforce CMS Salesforce CMS functions as a hybrid content management system, facilitating seamless content creation and delivery for teams of all skill levels. It integrates deeply with customer data, enabling personalized and efficient content distribution. Real-World Application Andy Jones from NOW, a streaming service by Sky in the U.K., praises Salesforce CMS for accelerating content creation. According to Jones, content creators transition swiftly from novice to mastery without relying on IT or design teams, resulting in visually appealing content. Integration of CRM with CMS enhances customer experiences significantly. Features and Flexibility Tools for Building Experiences Delivering Content to Third-Party Platforms Utilize Salesforce headless APIs to seamlessly deliver content to third-party sites, experiences, or mobile apps. Personalization and Customer-Centric Content Salesforce CMS enhances content personalization by leveraging customer data, enabling teams to craft content that effectively addresses customer pain points, needs, questions, and desires. Turning Data into Content Transform CRM records into visually compelling content such as banners, tile menus, or engaging promotional CTAs, empowering every team member to contribute to enhanced customer experiences. Salesforce CMS stands as a robust, adaptable, and user-friendly solution for organizations aiming to deliver personalized, data-driven content across all customer touchpoints. 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 21, 2022in Salesforce
Salesforce Marketing Cloud
13Jan

What is the Difference in Lists and a Data Extensions in Salesforce Marketing Cloud

There are two different methods to store and segment subscriber data within Marketing Cloud: Lists and Data Extensions. Lists have limited functionality, whereas Data Extensions provide full flexibility to store and relate subscriber information. Salesforce Marketing Cloud lists and data extensions are the primary ways to manage your subscriber data. What is the difference between data extension and list in Marketing Cloud? In short, lists are best used for specific email sends lacking advanced data or segmentation, whereas data extensions can be used for basically any type of communication or data management need. If the goal is to organize data with simplicity, go for lists. What is data extension in Marketing Cloud? A data extension is a table that contains your data. With Marketing Cloud Connect, push tracking data from the Marketing Cloud back to your Sales or Service Cloud orgs using Salesforce data extensions (SFDEs). Data extensions are also filterable. What are the data extension limits for Marketing Cloud? There is currently no limit for the amount of rows that can exist within a Data Extension. This means that, without Row Based Data Retention, a Data extension can grow exponentially without any real upper limit. What is a list in Marketing Cloud? Lists are a default way of storing data in Marketing Cloud Email Studio. You can set different attributes for your customers by using lists, which represent a collection of customers and provide a simple method for audience segmentation. These attributes are used to store the position of the customer in a given list. List can be configured to send a welcome email when a subscriber opts in, and can have double opt-in. You will also hear groups mentioned. Groups are smaller segments of a list. When to Opt for Marketing Cloud Data Extensions There are two primary scenarios that distinctly indicate the need for utilizing a data extension rather than a list: Fluctuating Values Over Time: Data Relationship via a 3rd Data Point: 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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January 13, 2021in Salesforce Marketing Cloud
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

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