Marketing Cloud Engagement Archives

04Mar

Salesforce Marketing Cloud Growth Edition for Personalization

Why Personalized Marketing Matters Personalized marketing is a game-changer for inceased customer engagement and business growth. According to a recent study, it can boost ROI by up to 20%. Yet, many marketers struggle to execute effective personalization due to fragmented data and lack of alignment across teams. To overcome these challenges, marketers must build a solid data foundation, leverage AI-driven segmentation, and utilize dynamic content strategies. This Tectonic insight outlines the essential steps to achieving personalized marketing at scale. Step 1: Build a Unified Data Foundation Marketers today have access to more data than ever before—from CRM and sales data to digital advertising, ERP, transactional, and accounting data. The challenge is unifying these sources to create a single operational customer profile. Without this, analyzing customer behavior and delivering personalized experiences is nearly impossible. How to Get Your Data in Order: Centralize customer data across teams using Marketing Cloud Growth and Advanced Editions, built on the Salesforce platform. Leverage AI-powered insights to optimize real-time personalization. Establish a “single source of truth” to align marketing, sales, and service teams. A strong data foundation not only fuels better AI-driven personalization but also enhances analytics and campaign performance. Step 2: Use AI to Segment with Precision Segmentation is the backbone of personalized marketing, allowing marketers to tailor campaigns based on customer behavior, demographics, and engagement levels. Traditionally, segmentation was a manual, time-consuming process. However, AI has revolutionized this process by enabling natural language-based segment creation. How AI Improves Segmentation: Eliminates the need for SQL expertise, making segmentation accessible to all marketers. Generates precise audience segments based on engagement and fit scores. Leverages harmonized operational profiles to build complex, data-driven segments. With AI-driven segmentation, marketers can create hyper-targeted campaigns that resonate with their audience, increasing engagement and conversion rates. Step 3: Implement Engagement and Fit Scoring One of the most effective ways to enhance personalization is by scoring leads and contacts based on their engagement and fit with your ideal customer profile. This approach helps prioritize high-value prospects and ensures marketing efforts are focused on the right audience. Understanding Engagement Scoring: Engagement Scoring evaluates how actively leads and contacts interact with your marketing campaigns. This includes actions like email clicks, form submissions, and website visits. Key Metrics Used in Engagement Scoring: Email Engagement (e.g., Click, Unsubscribe) Website Engagement (e.g., Form Submission, Button Click) Message Engagement (e.g., Subscribe, Unsubscribe) Understanding Fit Scoring: Fit Scoring assesses how well a lead or contact aligns with your ideal customer profile. This includes demographic, firmographic, and behavioral data. Key Fit Scoring Criteria: Demographics: Age, gender, income level Firmographics: Industry, company size, revenue Behavioral Patterns: Purchase history, product usage Geographics: Location-based targeting Technographics: Technology stack compatibility Step 4: Use Dynamic Content Blocks for Hyper-Personalization Once your data is structured and segments are refined, the next step is delivering personalized content. Marketing Cloud Growth and Advanced Editions offer powerful tools like Cross-Object Merge Fields and Rule-Based Dynamic Content. How to Leverage These Tools: Cross-Object Merge Fields: Pull data from operational customer profiles to create more personalized messages (e.g., referencing a webinar attended or service case status). R ule-Based Dynamic Content: Display targeted text and images based on complex customer attributes (e.g., showing a specific image to customers in New York who attended a liveevent). These tools allow marketers to go beyond basic personalization, creating highly relevant and engaging experiences for their audience. Step 5: Combine Engagement and Fit Scoring for Optimal Results By integrating Engagement and Fit Scoring, marketers can create an overall marketing score that prioritizes the most valuable prospects. This score considers both interaction levels and alignment with the ideal customer profile. How to Implement Overall Scoring: Default weighting assigns 50% to Engagement Score and 50% to Fit Score. Scores range from 0 to 100, ensuring a balanced approach to prioritization. Customization allows businesses to adjust weighting based on their specific needs. This holistic scoring model ensures marketing efforts are directed toward leads that are both highly engaged and a great fit for your business. The Future of Personalized Marketing Personalization is no longer optional—it’s essential. Businesses that embrace advanced personalization techniques see a 10-30% increase in sales and customer retention rates. By implementing the strategies outlined in this guide, marketers can: Build a strong data foundation for AI-driven personalization. Use engagement and fit scoring to prioritize high-value leads. Deliver hyper-personalized content with dynamic marketing tools. With the right foundation, tools, and AI-driven insights, marketers can unlock the full potential of personalized marketing, driving stronger customer relationships and higher ROI. Now is the time to take action and position your business for sustained success in an increasingly competitive marketplace. incorporate this. Meet the all-new Salesforce Marketing Cloud Growth edition! Recently unveiled, this platform is designed specifically to empower small businesses by seamlessly integrating CRM, AI, and data within Salesforce’s trusted customer platform – Einstein. It promises to redefine marketing automation across sales, service, and commerce. Let’s explore how Marketing Cloud Growth is set to revolutionize the way small businesses approach marketing, enabling them to drive growth and efficiency like never before. Salesforce Marketing Cloud Growth Edition On February 20, 2024, Salesforce launched the Marketing Cloud Growth edition, aimed at empowering small businesses specifically with B2B marketing needs. With advanced marketing automation tools, powered by Einstein’s Generative AI and Data Cloud, this new edition simplifies marketing tasks, allowing businesses to concentrate on strategic growth. Salesforce Marketing Cloud Growth Edition integrates seamlessly with the core Salesforce platform, known as the Einstein 1 platform to provide users with easy access to all the robust features of Marketing Cloud within the broader Salesforce ecosystem. With the Marketing Cloud Growth edition, teams can efficiently: Unify various data sources via Data Cloud Create and deliver compelling content with Digital Experiences Automate complex customer journeys using Flow Builder Improve decision-making using Einstein’s intelligent analytics and predictions Marketing Cloud Growth edition is user-friendly and built directly on the Salesforce platform, eliminating the need for external connectors. However, it does not include some advanced features found in Marketing

March 4, 2025in AI Tools, Data, Einstein 1 Platform, Enterprise, Generative AI, Marketing Automation, Salesforce, Salesforce Flow, Salesforce Marketing Cloud, Technology0 Comments

25Feb

What is Salesforce Marketing Cloud?

Salesforce has strategically expanded its marketing technology tools over the years, integrating a range of powerful technology into its CRM platform. These acquisitions have empowered businesses to manage the full customer journey, enabling digital engagement at scale. Salesforce Marketing Cloud consists of five core product offerings: Let’s dig in to these products, their capabilities, and how they help marketers drive more personalized, data-driven engagement. Marketing Cloud Engagement (MCE) MCE is a robust, cross-channel marketing automation platform designed to create personalized customer journeys. It empowers marketers with AI-driven insights, enabling them to activate customer data and deliver dynamic content across multiple touchpoints, including email, SMS, WhatsApp, push notifications, digital ads, and the web. Built for scalability, MCE provides enterprise-grade reliability and deep integration capabilities. While often associated with B2C use cases, it’s flexible enough to support various business models. With its AI-powered automation and open architecture, MCE helps marketers drive customer lifetime value while optimizing campaign efficiency. Marketing Cloud Account Engagement (MCAE) MCAE, formerly Pardot, is Salesforce’s B2B marketing automation solution, aligning sales and marketing teams with a shared customer view. It streamlines lead management with AI-powered scoring, real-time campaign insights, and automation tools that help businesses prioritize leads and accelerate sales cycles. This platform enables businesses to nurture prospects effectively through email campaigns, landing pages, and web tracking while optimizing engagement and revenue growth. By unifying marketing and sales efforts, MCAE helps teams drive higher lead conversion and sales efficiency. Marketing Cloud Growth/Advanced Editions Designed for small to mid-sized businesses (SMBs), Marketing Cloud Growth and Advanced Editions provide AI-powered marketing capabilities tailored to organizations using Salesforce Sales or Service Cloud Enterprise/Unlimited editions. These editions leverage Salesforce Data Cloud and AI to simplify campaign creation, personalize customer interactions, and offer real-time marketing insights. Key features include Einstein Co-Create for asset generation, automated segmentation, and AI-driven email engagement optimization. As these editions continue to evolve, they will likely bridge the gap between B2B and B2C marketing automation, offering an integrated experience that scales with business needs. Marketing Cloud Personalization (MCP) MCP enables real-time, AI-powered personalization across customer interactions. It uses behavioral data and a unified customer profile to deliver tailored content, offers, and experiences at the right moment. MCP’s capabilities include: By reacting instantly to customer actions, MCP helps businesses increase conversion rates, order values, and customer loyalty. While it integrates with MCE, it operates as a standalone solution to enhance customer engagement strategies. Marketing Cloud Intelligence (MCI) MCI is Salesforce’s marketing analytics solution, designed to unify data across platforms and provide a single source of truth for marketing performance. With MCI, marketers can: MCI eliminates data silos, helping marketers make data-driven decisions that maximize ROI and customer engagement. It complements Salesforce’s analytics tools like CRM Analytics (CRMA) and Tableau but is specifically designed for marketing performance measurement. Marketing Cloud & Data Cloud: A Powerful Combination All Salesforce Marketing Cloud products connect with Salesforce Data Cloud, allowing businesses to enrich customer profiles with engagement data. This integration enables highly targeted segmentation, AI-driven personalization, and automated journey orchestration. By continuously refining customer insights, businesses can create a feedback loop that optimizes engagement and improves marketing effectiveness. This dynamic data sharing allows for real-time personalization at scale, fulfilling the promise of AI-driven marketing. Solving Today’s Marketing Challenges with Marketing Cloud Marketers today face significant challenges, including: Salesforce Marketing Cloud provides a flexible, AI-powered ecosystem that addresses these challenges. Businesses can combine different Marketing Cloud products based on their specific needs, such as using MCE or MCAE for automated journeys, MCP for AI-driven personalization, and MCI for unified performance tracking. By integrating these solutions, marketers can achieve higher engagement, improved ROI, and more efficient campaign execution. Salesforce Marketing Cloud Consulting with Tectonic Optimized marketing begins with unified data and AI-driven insights. At Tectonic, we specialize in configuring Salesforce Marketing Cloud in every flavor to align with your business objectives, ensuring success through: With deep expertise in Salesforce Data Cloud, AI, and marketing automation, Tectonic helps businesses unlock the full potential of Salesforce Marketing Cloud. Learn more about our consulting services or contact us to get started 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 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

February 25, 2025in Agentforce Platform, Data, Enterprise, Marketing Automation, Salesforce, Salesforce Data Cloud, Salesforce Marketing Automation, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement (Pardot), Salesforce Marketing Cloud Advertising, Salesforce Personalization, Technology

31Jan

Here Comes Salesforce Spring 25

The Spring ’25 release helps you increase productivity with new innovations, including Agentforce 2.0, where humans with agents drive customer success together. 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

January 31, 2025in Data, Enterprise, Generative AI, Google, Hyperforce, Life Sciences Cloud, Mulesoft, Public Sector Solutions, Salesforce, Salesforce Flow, Salesforce for Nonprofits, Snowflake

AI evolves with tools like Agentforce and Atlas

13Jan

Agentforce Powered Marketing

Maximize Team Productivity and Customer Engagement with Agentforce and AI-Powered Marketing Tools Transform your marketing operations with Agentforce, an advanced AI-powered suite seamlessly integrated into your platform. From building end-to-end campaigns to personalizing touchpoints in real time, Agentforce empowers your team to optimize performance with actionable AI insights. Here’s how: Revolutionize Campaign Management with Agentforce Agent-Driven Campaign Briefs Streamline campaign creation with Agentforce, which uses structured and unstructured data from Data Cloud to create tailored campaign briefs. Define your target segments and key messages effortlessly with the support of AI. AI-Powered Content Creation Leverage Agentforce to generate on-brand content at scale, including email subject lines, body copy, and SMS messages. Every piece of content aligns with your brand guidelines and campaign goals, ensuring consistency and relevance across audiences. Unified SMS Conversations Turn static promotions into dynamic, two-way conversations with Agentforce Unified SMS. Automatically connect customers to AI agents for tasks like appointment scheduling and offer redemption, delivering seamless customer experiences. Supercharge Insights and Actions with Data Cloud Agent-Driven AI Segmentation Create target audience segments in minutes using natural language prompts. With Agentforce and Data Cloud working in harmony, agents translate prompts into precise segment attributes—no technical expertise or SQL required. Integrate or Build Custom AI Models Develop predictive AI models with clicks, not code, or bring in existing models via direct integrations with tools like Amazon SageMaker, Google Vertex AI, or Databricks. Use these models to generate actionable predictions, such as purchase propensity or churn likelihood. Secure, Harmonized Data Foundation Keep your data safe on the Einstein Trust Layer while enabling agents to analyze harmonized, structured, and unstructured data in Data Cloud. This ensures informed decision-making without compromising security. Automate Intelligent Journeys with Marketing Cloud Engagement Journey Optimization Automate personalized campaign variations with predictive AI. Optimize engagement by tailoring content, timing, channels, and frequency dynamically across customer journeys. Generative AI for Content Creation Solve the content bottleneck with generative AI tools that instantly create on-brand copy and visuals grounded in first-party data, campaign insights, and brand guidelines—all while safeguarding trust. Real-Time Messaging Insights Stay proactive with Einstein Messaging Insights, which flags engagement anomalies like sudden drops in click-through rates. These real-time insights enable quick resolutions, preventing performance surprises. Unified WhatsApp Conversations Transform WhatsApp into a dynamic two-way engagement channel. Use a single WhatsApp number to connect marketing and service teams while enabling AI-driven self-service actions like appointment booking and offer redemptions. Scale Lead Generation and Account-Based Marketing Agent-Driven Campaign Creation Accelerate campaign planning with Agentforce, which handles everything from briefs to audience segmentation, content, and journey creation. Ground campaigns in real-time customer data for accurate targeting, all with marketer oversight for approvals. AI Lead and Account Scoring Boost alignment between marketing and sales with Einstein AI Scoring, which identifies top leads and prospects automatically. Improve ABM strategies with automated account rankings based on historical and behavioral data, driving higher conversions. Full-Funnel Attribution Gain end-to-end visibility with AI-powered multi-touch attribution. Use models like Einstein Attribution to measure the impact of each channel, event, or team activity on your pipeline, boosting ROI and campaign efficiency. Personalization on Auto-Pilot with AI Objective-Based AI Recommendations Set business objectives and let AI optimize product and content recommendations to achieve those goals. AI-Automated Offers Combine real-time customer behavior data with AI-driven insights to personalize offers across touchpoints. This results in higher satisfaction and conversion rates tailored to each individual customer. Real-Time Affinity Profiling Use AI to uncover customer affinities, preferences, and intent in real time. Deliver hyper-personalized messaging and offers across your website, app, and other channels for maximum engagement. Optimize Spend, Planning, and Performance with Marketing Cloud Intelligence AI-Powered Data Integration Say goodbye to spreadsheets and manual data maintenance. Automate data unification, KPI standardization, and cross-channel analytics with AI-powered connectors, saving time and boosting campaign effectiveness. AI Campaign Performance Insights Get interactive visualizations and AI-generated insights to adjust campaign spend and offers mid-flight. Use these insights to optimize ROI and maximize in-the-moment opportunities. Predictive Budgeting and Planning Allocate budgets more effectively with predictive AI. Real-time alerts help prevent overages or underspending, ensuring your marketing dollars are used efficiently for maximum return. With Agentforce and AI marketing tools, your team can focus on what matters most—building stronger customer relationships and driving measurable results. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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

January 13, 2025in AI Tools, Data, Generative AI, Google

Data Cloud Permissions

Data Cloud Standard Permission Sets Permission sets determine the level of access and visibility Salesforce users have to Data Cloud features and data. Salesforce provides six standard permission sets for Data Cloud, which administrators assign to users. While it is possible to create custom permission sets, it is generally recommended to use the standard ones, as they are updated automatically with each release. However, these can be combined with other Salesforce permission sets to expand user access as needed. Identifying Your Data Cloud License To check your org’s Data Cloud license: Important: For details on the transition from legacy standard permission sets to enhanced standard permission sets, see Data Cloud Permission Set Naming Changes During the Enhanced Security Migration Period. System Administrator Access System Administrators can manage and assign users within Setup and access Data Cloud Setup. They must have either the System Administrator user profile or permissions that grant access to Salesforce Setup. Note: A Data Cloud standard permission set is not required to access Data Cloud Setup. Data Cloud Standard Permission Sets General Data Cloud Permission Sets These permission sets can be assigned to users and combined with other Salesforce permission sets: Marketing-Specific Permission Sets Organizations with the Segmentation and Activation Add-On License, commonly used with Marketing Cloud Engagement and third-party applications, have additional marketing-specific permission sets: For details on the Segmentation and Activation Add-On License, contact your account executive. Feature Access by Permission Set The following table outlines the access levels for each permission set: | Feature | System Admin | Data Cloud Admin | Data Cloud User | Data Cloud Marketing Admin | Data Cloud Data Aware Specialist | Data Cloud Marketing Manager | Data Cloud Marketing Specialist | |—|—|—|—|—|—|—|| Data Cloud Setup | Full Access | | | | | || Data Space Management | Full Access | | | | | || Data Additions to a Data Space | | Full Access | | Full Access | Full Access | || Data Streams | | Full Access | View Only | Full Access | Full Access | View Only | View Only || Data Shares | | Full Access | View Only | View Only | Full Access | View Only | View Only || Data Lake Objects | | Full Access | View Only | Full Access | Full Access | View Only | View Only || Data Transforms | | Full Access | View Only | Full Access | Full Access | View Only | View Only || Data Model | | Full Access | View Only | Full Access | Full Access | View Only | View Only || Identity Resolution | | Full Access | View Only | Full Access | Full Access | View Only | View Only || Calculated Insights | | Full Access | View Only | Full Access | Full Access | View Only | View Only || Segments | | | Full Access | View Only | Full Access | Full Access | || Activation & Targets | | | Full Access | View Only | Full Access | View Only | || Communication Capping Setup | Full Access | | | | | || Search Index Configurations | | Full Access | View Only | Full Access | Full Access | View Only | View Only | Best Practice: Use Standard Permission Sets It is strongly recommended to assign standard permission sets rather than creating custom ones. Standard permission sets are automatically updated with each release, ensuring users have access to the latest features. Custom permission sets may not include new functionality, potentially limiting access to new capabilities. Customer Data Platform Standard Permission Sets Salesforce provides four standard permission sets for Customer Data Platform (CDP) licensed orgs. These define access to Data Cloud features under the CDP contract. For details, refer to Customer Data Platform Standard Permission Sets in Data Cloud documentation. Data Cloud Permission Set Changes During the Enhanced Security Migration Starting November 2023, Salesforce introduced enhanced security measures, renaming existing Data Cloud standard permission sets and creating new permission sets with similar names in all Data Cloud orgs. Refer to the Data Cloud Permission Set Naming Changes documentation for details. Creating Custom Permission Sets in Data Cloud If a custom permission set is required, it is best to clone an existing standard permission set rather than creating one from scratch. Some Data Cloud features may not be accessible if a permission set is built manually. 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

January 4, 2025in Data, Salesforce, Salesforce Data Cloud

31Dec

Marketing Cloud Engagement Send Times

How do I ensure emails from Marketing Cloud Engagement go to my recipients in the correct time zone? To configure a user’s time zone in Marketing Cloud Engagement, navigate to Setup > Users > [Select User] > Edit, and then select the desired time zone from the “Time Zone” dropdown menu within the “Locale Settings” section; this will update the user’s interface to display times according to their chosen time zone. Key points to remember: If you need assistance configuring this in Marketing Cloud Engagement, 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 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

December 31, 2024in Marketing Automation, Salesforce, Salesforce Marketing Cloud

25Oct

TrueDialog Adds SMS Application for Salesforce Marketing Cloud Engagement

TrueDialog Unveils SMS Integration for Salesforce Marketing Cloud

TrueDialog, a leader in SMS texting solutions, has expanded its Salesforce offerings with the launch of its SMS integration for Salesforce Marketing Cloud Engagement, complementing its existing Sales Cloud application. Now available on Salesforce AppExchange, this addition enables seamless documentation of SMS activities across the Salesforce Cloud ecosystem.

With TrueDialog’s integration for Salesforce Marketing Cloud, companies can incorporate SMS into customized, targeted marketing journeys. This includes sending promotional messages, geo-targeted offers, triggered alerts, order confirmations, account updates, and more—all as part of a cohesive customer engagement strategy.

TrueDialog’s solution uniquely enables SMS message flow across Salesforce Marketing Cloud, Sales Cloud, Service Cloud, and Education Cloud, ensuring communication continuity across platforms. “TrueDialog is the only provider offering bidirectional SMS integration between Salesforce Marketing Cloud and other Salesforce Clouds, including Sales, Service, Commerce, and Education Clouds,” said John Wright, CEO of TrueDialog. “Our solution records text messages on all relevant Salesforce Clouds, maintaining communication continuity between companies and their customers—something no other provider offers.”

The TrueDialog SMS application is fully native to Salesforce Marketing Cloud, allowing users to work within their regular workflow without switching applications to integrate SMS steps. TrueDialog also offers flexible options for short and long codes, automated 10DLC registration for long codes, and TrueDelivery, a tool for assessing SMS deliverability.

October 25, 2024in Salesforce Marketing Cloud

24Sep

Choose Salesforce for SMS

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

September 24, 2024in Salesforce

16Sep

Dashboard Layout Marketing Cloud Engagement

Rearranging Dashboard Layout in Marketing Cloud Engagement You can customize the layout of your Social Studio dashboards by rearranging the cards in any tile order for dashboards you own. Important Update Salesforce will retire the Social Studio family of products on November 18, 2024. After this date, customers will no longer have access to Social Studio. You can continue using Social Studio until the end of your current contract or until November 18, 2024, whichever comes first. For more details, see the Social Studio Retirement information. Notes: Steps to Rearrange a Dashboard: Dashboard Layout Marketing Cloud Engagement 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

September 16, 2024in Salesforce

24Jun

Summer 24 Marketing Cloud Engagement Rescheduled

We have an update about the Summer ’24 Marketing Cloud release originally scheduled for June 22, 2024. Summer 24 Marketing Cloud Engagement Rescheduled. To ensure optimal performance, Salesforce has rescheduled the Summer ’24 release to June 29, 2024. How Can I Get More Information? For more information about the features in the Summer ’24 Marketing Cloud release, reference the release notes. Updates are provided on Trust. If you have questions, contact Customer Support by opening a case via Salesforce Help. Original Timeline-Summer 24 Marketing Cloud Engagement Rescheduled The Summer ’24 Marketing Cloud Engagement release occurs June 7, 2024 through June 28, 2024. Some features are made available to your instance within a week of the release. Get an exclusive, in-depth look at our new features by tuning into the Summer ’24 Marketing Cloud Engagement Release New Feature Overview. Join this webinar on June 27, 2024 at 2 PM EDT. 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

June 24, 2024in Salesforce Marketing Cloud

15Jun

HCG Providing Patient-Focused Personalized Care With Salesforce

HCG Delivers Personalized Patient Care with Salesforce Read more at: CXO Today HCG Providing Patient-Focused Personalized Care With Salesforce Healthcare Global Enterprises Ltd (HCG), a renowned network of 25 hospitals, is elevating patient care through Salesforce. With a 360-degree patient view, HCG connects with patients on a more personal level, delivering proactive support at every step of their journey. HCG’s commitment to value-based, precision medicine is clear, attracting over 200,000 patients annually. Unified Patient View for Personalized Care Previously, HCG faced challenges with siloed patient information and a rudimentary CRM system. “Without a single source of truth on patients, it was difficult for our medical, surgical, and support teams to collaborate,” says Vineesh Ghei, Chief Sales Officer, HCG. Today, Salesforce provides a unified patient view, capturing every case history, treatment plan, and patient preference, enabling teams to personalize patient care effectively. Enhanced Efficiency with Automation Salesforce Sales Cloud captures initial patient interactions, streamlining responses and tracking conversations. “Our response time to patient enquiries has reduced from 45 minutes to 23 minutes,” notes Ghei. Sales productivity has also improved with automated task prioritization and activity tracking. Additionally, partner management processes have been automated, enhancing engagement. Swift Service Query Resolution Patient journeys are orchestrated on Salesforce Service Cloud, integrating outpatient consultations, inpatient processes, and discharge planning. Integration with HCG’s appointment booking and cloud telephony systems ensures patient details are readily available to agents, enabling resolution of over 90% of queries in under five minutes. This comprehensive view allows service agents to provide proactive, personalized support. Contextual Communications for Long-Term Wellness Using Salesforce Marketing Cloud Engagement, HCG segments patients and delivers personalized communications relevant to their treatment stages. “Every patient’s journey is deeply personal,” says Stuti Jain, Head of Brand, Digital, and Communications, HCG. “Our communications are prioritized to add value to their journey.” HCG maintains connection with patients post-visit, supporting them through recovery. Data-Driven Decision Making By integrating data from Health Information Systems, Electronic Medical Records, and other platforms, HCG leverages operational intelligence to enhance decision-making. Insights from dashboards and reports improve patient satisfaction and care quality. Marketing Cloud Intelligence helps optimize campaigns, engagement channels, and team performance. Expanding Digital Transformation HCG plans to unlock additional Salesforce features, such as AI-driven call center operations with Einstein. Further integrations with lab and radiology systems and patient care apps will expand the Patient 360 view. “Our goal is to become an oncology knowledge company, up-to-date on treatment protocols and patient needs,” says Dey. Jain adds, “When people think of cancer care, they should think of HCG.” HCG’s integration of Salesforce is setting a new standard in personalized cancer care, ensuring patients receive the best possible support and treatment throughout their journey. 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

June 15, 2024in Salesforce Health and Life Sciences Solutions, Salesforce Implementation Services, Salesforce Marketing Cloud, Salesforce Sales Cloud, Salesforce Service Cloud

13Jun

Connect your Marketing Cloud Account to GA4 by June 30, 2024

Starting on June 30, 2024, Google will no longer support its Google Universal Analytics (UA) service. As a result, after this date, Marketing Cloud Google Audiences and Journey Analytics are available only via Google Analytics 4 (GA4). Connect your Marketing Cloud Account to GA4. What you need to do If you haven’t yet migrated to GA4, complete the migration process by June 30, 2024 to maintain functionality. To learn more about the migration process and benefits of migrating to GA4, review Update to Google Analytics 4 Before July 1. If you’ve already migrated your Google Analytics account from UA to GA4, you can access the GA4 solutions available within Marketing Cloud Engagement today. By June 30, complete the following steps to ensure that your org’s journeys remain uninterrupted: Where can I get more information? For more details, see Google Analytics for Marketing Cloud Engagement. If you have questions or need help, open a case with support via Salesforce Help. Google Analytics Integration for Marketing Cloud Engagement Integrate Google Analytics with Marketing Cloud Engagement to use Google Analytics capabilities to track and analyze journey activity. You can also view the resulting metrics directly in Marketing Cloud Engagement. Google’s native authentication creates a secure link between your Marketing Cloud Engagement instance and your Google Analytics account. To use this integration, your Marketing Cloud Engagement account must have the Google Analytics Audiences SKU. You must also have at least a Marketing Cloud Engagement Enterprise 2.0 account. For more information about these requirements, contact your Salesforce account representative. This integration supports Google Analytics properties that are created using the latest version of the Google Analytics platform, known as Google Analytics 4 or GA4. It supports both the free version and the paid Google Analytics 360 enterprise version. You can revoke the integration from a Google Analytics account. For the integration, Google recommends that you designate a primary company account to track all your properties and views. For more information, see the Google Hierarchy of organizations, accounts, users, properties, and views. Before you configure the Google Analytics Integration for Marketing Cloud 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

June 13, 2024in Google Analytics, Salesforce, Salesforce Marketing Cloud

10Jun

AI-Powered Smarter Media

Transforming Retail Media: Personalization and Faster Monetization with Smarter Media Dentsu, a leading growth and transformation partner, has announced a strategic collaboration with Salesforce, the world’s #1 AI-powered CRM, to launch Smarter Media—an innovative solution designed to accelerate retail media monetization through personalized buying experiences powered by AI. Why Smarter Media Matters With shifting consumer priorities, personalized retail experiences are more critical than ever. Salesforce research highlights that: Smarter Media addresses this growing demand by enabling retailers to quickly adapt, offering tailored buying experiences that strengthen customer loyalty while driving revenue. What is Smarter Media? Smarter Media combines the power of Salesforce’s ecosystem—including Media Cloud, Sales Cloud, and Marketing Cloud Engagement—to deliver an end-to-end retail media solution. The platform assesses a brand’s retail media maturity, identifies gaps, and creates a roadmap to optimize media, technology, and skills. The solution simplifies access to advanced media technology, empowering brands to connect with customers 24/7, expand their customer base, and nurture long-term relationships. Key Features and Benefits 1. Comprehensive Assessment 2. AI-Powered Personalization 3. Built for Retail Media Success 4. Quick and Easy Adoption How Smarter Media Works Smarter Media combines Salesforce Sales Cloud’s leading sales and pipeline management tools with Media Cloud’s Advertising Sales Management application. The result is a solution that seamlessly supports both simple and complex retailer models: Real-World Value Across Retail By addressing challenges like fragmented media strategies and inaccessible technology, Smarter Media delivers transformative value for retailers: Driving Innovation Together Paul Lynch, Integrated Solutions Lead for Commerce and Retail at Dentsu UK&I, shared: “Smarter Media will democratize cutting-edge technology for brands by providing a one-stop solution to create personalized buying experiences. In today’s experience economy, maintaining compelling customer relationships has never been more vital.” Christopher Dean, SVP and GM for Communications, Media & Entertainment at Salesforce, added: “By combining Salesforce Media Cloud’s industry-specific solutions with Dentsu’s creative retail media expertise, we’re making advanced media technology accessible for retailers, helping them thrive in a competitive market.” The Future of Retail Media Smarter Media from Dentsu and Salesforce offers a transformative approach to retail media, empowering brands to deliver personalized experiences, improve customer loyalty, and accelerate revenue growth—all while leveraging cutting-edge AI and automation. With its ability to deliver value in just six months, Smarter Media is the ultimate solution for retailers looking to succeed in today’s fast-paced, customer-centric market. 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

June 10, 2024in Data, Salesforce, Salesforce Media Cloud, Technology

25May

Einstein Content Testing

Einstein Content Testing Overview Einstein Content Testing allows you to optimize engagement by testing images quickly. For more advanced targeting and personalized content, consider using Einstein Content Selection, which includes features like fatigue rules and user preference-based content targeting. Availability This feature is available in Professional, Corporate, and Enterprise Editions of Marketing Cloud Engagement. Usage and Consumption Content Testing uses Einstein Content Selection Impressions, a type of super message. Since images are selected in real time, these super messages are only consumed when an email is opened. For more details, refer to the Multipliers for Marketing Cloud Engagement and Marketing Cloud Engagement Data Usage Types. Testing Methods Creating and Managing Tests Viewing Performance Use the results from your content tests to enhance subscriber engagement by analyzing metrics like click and open rates, helping to refine your messaging strategies. 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

May 25, 2024in Marketing Automation, Salesforce Einstein, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement (Pardot)

20May

Salesforce Summer 24 Marketing Release

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

May 20, 2024in Salesforce

Marketing Cloud Engagement

Summer 24 Marketing Cloud Engagement Rescheduled

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