Omni-Channel Archives - gettectonic.com

17Jan

Salesforce Foundations

We are excited that Agentforce Service Agents are now live! Agentforce Service Agent is the autonomous conversational AI assistant to help your customers with their service and support needs. What does this mean for Foundations Customers?Salesforce Foundations is required for all customers in order to try or buy Agentforce. Additionally, customers who have Foundations can try Agentforce Agents for free with a limited number of credits to test a use case or deploy a proof of concept. Salesforce Foundations is not a product or add-on. It’s a multi-cloud feature set that will be added to Sales and Service Cloud — no integration needed, with no additional upfront cost for our customers. It includes foundational features from Sales, Service, Marketing, Commerce, and Data Cloud. Salesforce Foundations provides a 360-degree view of your customer relationships across sales, service, marketing, and commerce through integrated applications and unified data. It also boosts productivity with streamlined, visually friendly user interface improvements, that you can turn on or off per your requirements. If you’re a Salesforce Sales Cloud or Service Cloud customer, you’ve become accustomed to the power, convenience, and full-featured functionality of our trusted CRM. Adding the additional functionality and engagement capabilities of a new Salesforce Cloud is exciting, but it’s also a big change for your organization to consider when you’re not sure about the value it brings. So, what if you could use essential features in the most popular Salesforce Clouds and turn them on when you’re ready? Now you can with Salesforce Foundations. Salesforce Foundations is a new, no-cost addition to your existing CRM that equips you to expand your business reach. The suite gives Salesforce customers on Enterprise, Unlimited, and Einstein 1 editions the power of Data Cloud, and access to essential Salesforce sales, service, Agentforce, marketing, and commerce capabilities. This suite is built into your existing CRM, and provides new functionality to give you a more robust 360-degree view of your customers. This chart shows the Salesforce Foundations features you get with your current Sales Cloud or Service Cloud package. You get Sales for Salesforce Foundations You get Service for Salesforce Foundations You get Marketing for Salesforce Foundations You get Commerce for Salesforce Foundations You get Data Cloud for Salesforce Foundations You get Agentforce for Salesforce Foundations If you already have Sales Cloud * Yes Yes Yes Yes Yes If you already have Service Cloud Yes * Yes Yes Yes Yes If you already have Sales & Service Clouds * * Yes Yes Yes Yes *Your current Salesforce product. Benefits of Salesforce Foundations The features you get with Salesforce Foundations open doors to all sorts of new ways your teams can work more efficiently and engage with your customers on a more personal level. The benefits listed below are only a few of the ways Salesforce Foundations can help your business grow and thrive. Check out Discover Salesforce Foundations to see the full list of capabilities included with Salesforce Foundations. With Salesforce Foundations, your organization benefits from: Sales features that help you take care of your entire sales pipeline, from prospecting to closing. You can manage your leads, opportunities, accounts, and contacts in the preconfigured Sales Console. Service features that make it easy to provide proactive, personalized support to your customers through the preconfigured Service Console. Omni-channel case routing makes sure the most qualified agents work each case, Knowledge Management helps agents provide accurate and relevant help articles to customers, and macros help agents complete repetitive tasks with a single click. Agentforce brings the power of conversational AI to your business. Try out an intelligent, trusted, and customizable AI agent and help your users get more done with Salesforce. Agentforce’s autonomous apps use LLMs and context to assist customers and human agents. Marketing features that allow you to join data from disparate sources, better understand and analyze your customers, and choose how to connect with your audiences. You can create customized marketing campaigns powered by Salesforce Flows to send at the right time. Commerce features that help boost sales with a Direct to Customer (D2C) online storefront. You can define customer experiences like search, carts, and checkout. Pay Now lets you generate secure payment links for customers when opportunities close, so you get paid faster. Data Cloud functionality that creates unified profiles by aggregating data from all of your data sources into a single view so you can better understand your customers. Create customer segments to more accurately target campaigns, analyze your customers, and manage consent data. Data Cloud also powers features so you can send online store order confirmation emails and marketing messages. 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

January 17, 2025in Data, Enterprise, Salesforce, Salesforce Flow, Salesforce Foundations, Salesforce Sales Cloud0 Comments

Service Cloud or Sales Cloud for Service

4 Reasons to Use Salesforce Service Cloud Over Sales Cloud’s Standard Case Functionality When businesses aim to elevate their customer support operations, Salesforce is often their platform of choice. While Sales Cloud and Service Cloud both help manage customer interactions, their core purposes differ. Sales Cloud focuses on managing the sales pipeline, whereas Service Cloud is specifically designed to optimize customer service and support processes. Here are four compelling reasons to choose Service Cloud for your customer support needs. 1. Advanced Case Management Features Service Cloud offers robust tools to manage customer cases with efficiency, far surpassing the basic case functionality available in Sales Cloud. Key Service Cloud Features: While Sales Cloud does support basic case management, it lacks these advanced features. Attempting to replicate them in Sales Cloud often requires extensive customization and development. 2. Omni-Channel Support for Seamless Customer Communication Modern customer service spans multiple channels, including chat, email, phone, and social media. Service Cloud provides powerful omni-channel capabilities to unify communication across all these touchpoints—something Sales Cloud does not offer. Key Service Cloud Features: Sales Cloud’s functionality centers on sales processes, leaving it without native support for omni-channel routing or social media integrations for customer support. 3. Knowledge Base for Self-Service and Agent Efficiency Service Cloud enables organizations to build and maintain a knowledge base, empowering both customers and agents with quick access to solutions. Key Service Cloud Features: Sales Cloud does not include tools for creating a knowledge base, self-service portals, or case deflection, as it is designed primarily for sales teams. 4. Entitlements and Service Contracts for Enhanced Customer Support Service Cloud provides specialized tools for managing entitlements and service contracts, ensuring customers receive the level of support they’re entitled to. Key Service Cloud Features: Sales Cloud does not offer dedicated features for managing entitlements or service contracts, limiting its utility for businesses focused on structured customer support. Why Service Cloud is the Better Choice for Customer Support While Sales Cloud is a powerful tool for managing sales pipelines, it falls short in addressing the complex needs of modern customer support. Service Cloud provides: If your priority is delivering exceptional customer support and enhancing customer satisfaction, Service Cloud is the clear choice. With its comprehensive features, your support team will be empowered to work more efficiently, resolve issues faster, and provide outstanding service across all channels. Invest in Service Cloud to transform your support operations and create seamless, satisfying experiences for your customers. 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

January 6, 2025in Salesforce, Salesforce Service Cloud0 Comments

salesforce government digital transformation

11Dec

Salesforce Drives Digital Transformation in Governmental Agencies

How Salesforce Drives Digital Transformation in Governmental Agencies in 2025 In the evolving digital age, government agencies face an increasing demand to modernize their services, improve citizen engagement, and deliver seamless digital experiences. These organizations require transformational technologies that not only streamline internal operations but also adopt a citizen-first approach. Salesforce emerges as a key enabler of this transformation, empowering government agencies with tools to build unified, transparent platforms while fostering efficiency and enhancing citizen interaction. Leveraging Salesforce Commerce Cloud and Salesforce CRM, agencies can overcome common challenges and embrace a more digitally enabled public sector. Let’s explore the pressing challenges government agencies face and how Salesforce provides practical, scalable solutions to address them. 1. Citizen Engagement and Accessibility: Bridging the Digital Divide Challenge: Citizens now expect government services to be as user-friendly and accessible as private-sector experiences. Lengthy response times, disconnected platforms, and inconsistent experiences across digital and physical touchpoints erode trust and hinder accessibility. Solution: 2. Data Security and Compliance: Safeguarding Citizen Trust Challenge: Handling sensitive citizen data requires robust security and strict compliance with regulations like GDPR, CCPA, and other local data privacy laws. Solution: 3. Legacy Systems and Integration: Modernizing Infrastructure Challenge: Legacy systems often limit agility, making it difficult to integrate new technologies and slowing the pace of digital transformation. Solution: 4. Budget Constraints: Implementing Cost-Effective Solutions Challenge: Budget limitations often hinder the adoption of new technologies, especially those requiring significant upfront investment. Solution: 5. Efficient Service Delivery: Streamlining Workflows Challenge: Paper-heavy, bureaucratic processes delay service delivery and frustrate both staff and citizens. Solution: 6. Data-Driven Decision-Making: Analytics for Informed Policies Challenge: Generating actionable insights from vast amounts of data is challenging, affecting policymaking and government efficiency. Solution: 7. Enhancing Collaboration: A Unified Workforce Challenge: Siloed departments hinder collaboration and reduce overall productivity, making it difficult to provide cohesive citizen services. Solution: 8. Real-Time Responsiveness: Meeting Citizen Expectations Challenge: Citizens expect real-time support and proactive communication from government agencies. Delays lead to frustration and diminished trust. Solution: Transforming Government Services with Salesforce Salesforce Commerce Cloud and Salesforce CRM are tailored to address public sector challenges in 2025. By leveraging these tools, government agencies can: Salesforce offers a clear path to a digitally empowered future, enabling government agencies to meet today’s demands while laying the foundation for innovation. Ready to Transform?If your agency is ready to embrace digital transformation, streamline operations, and enhance citizen services, Salesforce can help you get there. Let’s discuss how Salesforce solutions, supported by expert implementation, can drive meaningful change for your organization and your citizens. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

December 11, 2024in Data, Laws, Mulesoft, Public Sector Solutions, Salesforce, Salesforce Commerce Cloud, Salesforce Government Cloud, Salesforce Service Cloud, Salesforce Shield0 Comments

08Aug

Unified Omnichannel Retail Platform

Salesforce has signed a definitive agreement to acquire PredictSpring, a leading unified omnichannel retail platform in the retail POS market. This acquisition aims to enhance Salesforce’s Customer 360 capabilities by integrating PredictSpring’s technology into physical retail environments. Jeff Amann, EVP of Salesforce Industries, emphasized the potential synergies: “Consumers demand a retail experience that seamlessly blends physical and digital shopping. The combined talent, resources, and innovation of Salesforce and PredictSpring will empower brands and retailers to drive frictionless and personalized engagement across all touchpoints.” PredictSpring’s modern POS software offers a fast checkout service centered around customer experience. It advocates for intelligent and user-friendly technology to revolutionize in-store operational efficiency. On its website, PredictSpring details how its unified retail platform enables consistent shopping experiences by incorporating features such as diverse payment options, inventory access, customer data management, and personalized recommendations. This alignment supports Salesforce’s 360-degree customer view, multi-tender payment management, and streamlined customer experiences. PredictSpring also provides Cloud POS solutions, enabling mobile transactions within stores, and includes features like Store Operations, Clienteling, Endless Aisle, and Store Fulfilment to enhance worker efficiency and shopper experience. Its Content Management System (CMS) allows retailers to create customizable experiences matching company branding, promotions, and loyalty programs. Already a Salesforce partner, PredictSpring has integrated Commerce Cloud and Service Cloud. Its customers include Movado, LoveSac, Steve Madden, Suitsupply, Bouclair, and Deceim. Nitin Mangtani, Founder & CEO of PredictSpring, expressed enthusiasm for the partnership: “We are excited about the future of PredictSpring and what this means for the retail industry at large. We’re energized by the opportunity to make an even greater impact on the future of shopping as part of Salesforce.” Why PredictSpring mPOS? Retailers have become acutely aware of the detrimental impact that outdated legacy point of sale systems are having on their brand’s reputation and overall customer satisfaction. The consequence is evident in prolonged queues and an unsatisfactory shopping experience. However, the remedy to this challenge presents itself in the form of a modern solution: the mobile point of sale (mPOS). Forward-looking brands are embracing the concept of prioritizing mobile-first POS systems as the natural progression, and the integration process is surprisingly straightforward – a seamless extension to existing point of sale infrastructure. Facilitate cash payments with a mobile point of sale, streamlining the payment experience. With the Modern POS, store devices are wirelessly connected to a cash drawer so payment can be taken from anywhere in-store, leading to a higher engagement and conversion rate with customers. According to research released by Capterra, “48% of retail workers prefer using mPOS”. PredictSpring True Omnichannel Replace the need for separate technology stacks with a completely unified retail platform. PredictSpring ensures in-store experiences benefit from the same functionality as online ones. This includes the same payment options, company-wide inventory access, customer data management and personalized product recommendations. With these capabilities, stores are empowered by a truly Modern POS that provides seamless cross-channel personalization, inventory management, order management and order fulfilment. Encompassing the power of a full Modern POS, the system offers brands 50+ 00TB modules of integrated technology, including mPOS, clienteling, order fulfilment, order management and inventory management features. The Modern POS platform provides store associates with a 360 view of customers and access to a global inventory, resulting in a fully integrated brand experience at every touchpoint. This way, when a customer visits in-store they can interact with the physical products and receive a high-touch service while also still benefiting from the same access to inventory, reviews and recommendations as an online customer. APIs and Integrations PredictSpring is built for integrations. With the REST API, developers can access and seamlessly integrate PredictSpring functionalities into existing operations as well as other third-party applications. The platform’s API layer allows data to be shared securely across channels while minimizing risk. With this added flexibility comes the ability to create individually personalized and completely seamless experiences both online and in-store. Leverage easy integrations to offer more payment options for global customer bases. PredictSpring supports integrations with third-party payment providers such as Adyen, Elavon and Stripe to simplify the collection of global payments. PredictSpring fully supports omni channel order management. Ensure orders arrive on time while incurring the lowest costs with item-level smart order routing and rules-based configurations. Leverage inventory, location and fulfilment data to ensure order routing is optimized for orders on all channels – whether in-store or eCommerce. Leverage enterprise-wide inventory data and integrate with third-party logistics platforms to maintain a full, real-time picture of inventory. As well as cycle counts and easy inventory adjustments, the platform supports integration with RFID to ensure accurate inventory data. As well as offering BOPIS and curbside pickup solutions, the PredictSpring platform natively supports find in store and ship to store capabilities to maximize fulfilment options. Pick and pack allows fulfilment from any location with orders also able to be routed from store to store. PredictSpring allows the device’s own camera to be used as a barcode scanner, with no additional hardware required, to ensure easy order tracking functions for associates. Salesforce Commerce Cloud With a secure integration with Salesforce Commerce Cloud, PredictSpring offers even more flexibility. Users can choose to utilize features as a combined offering or independently to suit requirements. With this partnership, PredictSpring customers can benefit from the deployment of key Salesforce features including, customer data insights, order management, cart synchronization, product information management and more. AI-Based Voice Assistant Natural Language Based Voice Assistant for Modern POS Retail in the digital era is a story of constantly rising customer expectations. These days, customers demand seamless omnichannel experiences, so they can shop whenever and wherever they want. They expect personalized in-person shopping experiences, instant gratification, and fast, reliable delivery options. The only way to continue to meet these expectations at scale without breaking the bank is to harness the capabilities of AI—which is where the PredictSpring Modern POS comes in. As Modern POS systems have evolved into a complete operating system for stores with functionality ranging from checkout, returns, store fulfillment, clienteling,

August 8, 2024in Salesforce Commerce Cloud

30Jul

Understand Salesforce Automated Case Routing

Simplified Case Management with Automation Customer service becomes easier, faster, and more effective with automation tools. A well-organized case management system ensures that customer inquiries are routed to the right person, get the correct answers, and are resolved promptly. Delays or errors in responses can lead to customer dissatisfaction, making efficient case routing critical. Salesforce Service Cloud offers robust automation tools to simplify case management and ensure the right service agents handle cases efficiently, minimizing errors and maximizing customer satisfaction. Efficient Handling of Multi-Channel Case Creation With cases being generated from multiple service channels like web, email, phone, and chat, managing them efficiently can be challenging. Service agents often spend significant time prioritizing, sorting, and assigning cases manually, which can reduce productivity. Moreover, identifying agents with specialized skills and assigning appropriate cases to them can be time-consuming. Automating this process ensures optimal resource utilization, faster resolutions, and higher customer satisfaction. Salesforce provides several tools for routing cases to the right agents: Additionally, advanced automation tools enhance case-routing efficiency: Omni-Channel Routing: Revolutionizing Case Management Omni-Channel Routing is a powerful feature that transforms inefficient systems into streamlined workflows. Without it, agents often rely on manual processes, such as selecting cases from lists, which can result in: Omni-Channel automatically assigns cases to qualified and available agents in real-time, ensuring balanced workloads and prioritizing urgent cases. It seamlessly integrates with both Salesforce Classic and Lightning Experience, saving time and enabling agents to focus on resolving cases quickly. Routing Techniques: Case Assignment Rules: Simplifying Small Business Needs Case Assignment Rules automate case ownership by assigning cases to specific users or queues based on predefined criteria. These rules apply to all cases, regardless of origin, including web-to-case, email-to-case, and more. Key Features: Escalation Rules: Prioritizing Unresolved Cases Escalation Rules help identify and resolve cases that remain unresolved within a specific timeframe. They reassign cases to specific users or teams and send notifications, ensuring: Rules are configured with business hours and time-based criteria to determine when cases should be escalated. Einstein Case Classification & Routing: AI-Powered Efficiency Salesforce Einstein uses machine learning to predict and populate case record fields automatically, reducing agent effort and improving accuracy. How It Works: Einstein Case Routing combines AI predictions with assignment or skill-based routing rules to assign cases to the most suitable agents, improving resolution speed and customer satisfaction. Conclusion Automated case routing transforms customer service by improving productivity, efficiency, and resolution speed. While Omni-Channel Routing is the most comprehensive tool for case management, Escalation and Assignment Rules also play vital roles for smaller business needs. Together, these tools enable businesses to deliver exceptional customer experiences. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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

July 30, 2024in Data, Salesforce, Salesforce Einstein, Salesforce Service Cloud

06Jun

Salesforce Announces Slack Lists for Project Management

Salesforce Transforms Slack into Project Management Platform with New Slack Lists Feature Salesforce Inc. has introduced Slack Lists, a new feature designed to transform Slack from a simple collaboration tool into a comprehensive project management platform. Initially rolling out in select regions, Slack Lists will soon be available to all paid Slack users, integrating project and task management directly into the Slack interface. Salesforce Announces Slack Lists for Project Management. And this answers the age old question, can Salesforce be used as a project management tool? Key Benefits and Features Collaborative Tools Slack Lists excels in fostering collaboration by allowing team members to bring relevant coworkers into conversations and create message threads for specific list items. These threads consolidate discussions about particular items, requests, or issues into single, organized conversations. This ensures tasks are not forgotten and keeps all team members informed about project progress. Executive Insights Denise Dresser, CEO of Slack, stated that Slack Lists transforms conversations into actionable tasks that drive work forward. “Now those loose steps shared in a project channel can be tracked across teams,” she explained. “With project management in Slack, teams across organizations will have everything they need to complete projects faster and increase productivity.” Practical Applications Salesforce emphasized that Slack Lists can benefit any organization within an enterprise. For example: Holger Mueller of Constellation Research Inc. noted that Salesforce has long aimed to extend Slack’s capabilities beyond core messaging and collaboration. “Salesforce has opted to go generic with Slack Lists, allowing users to create list entries for projects, service requests, and more,” he said. “This ideally makes collaboration on those projects easier, making Slack more goal-oriented and changing the future of work.” Early Adoption Marriott International Inc. participated in the pilot phase of Slack Lists before its general release. Lori Drake, Director of System Strategy at Marriott Digital Services, expressed enthusiasm about the feature, saying, “We’re excited to use lists to manage projects and track requests, and think it can unlock significant time savings for our teams.” Availability Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 6, 2024in Generative AI, Salesforce, Salesforce Slack

05Jun

Five9 Salesforce AI Integration

Five9 and Salesforce Enhance AI-Powered Solutions for Superior Customer Experiences Five9 (NASDAQ: FIVN), a provider of the Intelligent CX Platform, today announced the next step in its collaboration with Salesforce. Five9 Salesforce AI Integration. This partnership aims to deliver AI-powered solutions to enhance customer experiences (CX) in contact centers. The latest release, Five9 for Service Cloud Voice with Partner Telephony, integrates Salesforce Einstein with Five9’s suite of AI solutions. This empowers agents to better service customer requests, improves management’s understanding of contact center operations, and delivers customer resolutions that exceed expectations. Using Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies opportunities to provide real-time solutions for agents, prompting ‘Next Best Action’ guidance. The solution also offers real-time transcription of customer conversations, ensures call recordings’ accuracy and relevance, and integrates with Salesforce Einstein Conversation Insights to enhance conversation intelligence. “Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations,” said Dan Burkland, President of Five9. “Our collaboration with Salesforce pushes the boundaries of what is possible. Infusing Einstein’s AI insights into the contact center and CRM eliminates repetitive tasks while guiding agents with the next best actions to help them be more effective.” A Long-Standing Partnership The Salesforce-Five9 collaboration, now over 15 years strong, recently introduced Five9 call dispositions for agents within the Salesforce Omni-Channel widget or Voice Call page. This allows organizations to automatically update call dispositions in the Five9 call database, ensuring accurate reporting across the integration. Both companies are meeting the growing demand for AI solutions to enhance customer engagement throughout the customer journey. “Five9’s deeper integration with Salesforce Einstein offers a new level of choice for customers seeking AI capabilities that best match their contact center needs and existing technology investments,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics. “Coupled with features like Five9 TranscriptStream, organizations can significantly reduce an agent’s workload while enhancing the customer’s overall experience. This next step in the Salesforce-Five9 relationship demonstrates each company’s commitment to their joint customer base, enabling them to leverage the latest AI innovations easily.” “Service Cloud Voice with Five9 uses AI to deliver a better customer experience,” said Ryan Nichols, Chief Product Officer of Service Cloud, Salesforce. “Our collaboration focuses on more than just a ‘single pane of glass’– we’re bringing together customer data, knowledge, and real-time conversation transcripts to help make agents more productive and delight customers.” Availability and Further Information These new enhancements to Five9 for Service Cloud Voice with Partner Telephony will be available starting June 30. For a deeper look into the Five9 integration with Service Cloud Voice and to explore common use cases, register for the webinar “Unlock Efficiency with the Power of AI: Five9 and Salesforce Service Cloud Voice” on Tuesday, July 23. An on-demand playback of the December 2023 Five9 and Salesforce joint webinar is also available, covering topics such as using data for personalization, best practices for leveraging engagement data to improve experiences, and how companies can become more customer-centric. Salesforce, Einstein, and other related marks are trademarks of Salesforce, Inc. 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

June 5, 2024in Salesforce, Salesforce Einstein, Salesforce Service Cloud

28May

Salesforce Revenue Lifecycle

Revenue Lifecycle Management (RLM) with Revenue Cloud empowers businesses to drive profitable growth by automating the entire product-to-cash process. From managing product catalogs and pricing to order fulfillment and billing, RLM streamlines operations and accelerates revenue generation. Salesforce Revenue Lifecycle. Here’s how businesses can leverage RLM for efficient revenue lifecycle management: Additionally, RLM is available in Lightning Experience and requires a Revenue Lifecycle Management license in Sales Cloud and Service Cloud for Enterprise, Unlimited, and Developer editions. Key features of RLM include: As businesses navigate the subscription economy, RLM offers a scalable, flexible, and efficient omni-channel platform for transacting revenue. By addressing growth, churn reduction, and profitability gains, RLM empowers organizations to scale and grow, leveraging modular components and APIs to support various sales motions and use cases. With ongoing innovation and industry expertise, Salesforce and partners like Tectonic are committed to helping subscription companies achieve profitable and efficient growth with Revenue Cloud and Revenue Lifecycle Management. 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

May 28, 2024in Salesforce, Salesforce Sales Cloud

23May

Service Cloud Digital Engagement

Salesforce Enhances Service Cloud Digital Engagement for Unified Customer Interactions Salesforce has unveiled new enhancements to Service Cloud Digital Engagement, aimed at unifying unstructured conversational data from various digital channels, departments, and devices within a single platform. Built on the Einstein 1 Platform, these enhancements enable service leaders to gain a more holistic view of customers, enhancing the value delivered in every interaction. Importance of Enhancements Detailed Enhancements Service Cloud Digital Engagement is designed to deliver seamless, personalized conversational experiences across channels at scale. By connecting to Salesforce Data Cloud, which unifies structured and unstructured enterprise and customer data, companies can engage in more meaningful conversations. Key enhancements include: With Service Cloud built on the Einstein 1 Platform, companies can integrate sales, service, and marketing data into one platform, facilitating more relevant customer experiences and driving business growth. Salesforce’s Perspective Kishan Chetan, EVP & GM of Service Cloud, commented, “As customers interact with companies across more touch points and channels, they are looking for more personalization and a higher-touch experience. With Service Cloud built on the Einstein 1 Platform, companies can bring in sales, service, and marketing data on one platform to deliver more relevant customer experiences and drive business growth.” Customer Reactions Olivia Boles, Director of Operations Projects at PenFed, said, “Being able to see all the communication — chat transcripts, emails, phone calls — on the member’s profile page has totally transformed the agent and member experiences.” Availability Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 23, 2024in Data, Einstein 1 Platform, Enterprise, Salesforce, Salesforce Data Cloud

20May

Salesforce Summer 24 Service Release

Service Salesforce Summer 24 Service Release. Check out new features that enable customer service agents to work faster and more productively across customer service channels. Salesforce Summer 24 Service 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 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

May 20, 2024in Salesforce Service Cloud, Unified Knowledge

10May

Salesforce Legacy Chat Service Retirement

Salesforce is retiring their legacy Chat service (formerly Live Agent) including LiveAgent, Salesforce Chat, Embedded Chat and Service Chat; on February 14, 2026. Salesforce Legacy Chat Service Retirement. On February 14, 2026, Salesforce will sunset their legacy Chat features and functionality, and the feature set will no longer be available. Additionally, legacy Chat will no longer receive new features leading up to the retirement date but we will continue to deliver critical trust updates until the retirement date. Why is Salesforce Legacy Chat Service Retiring? In Summer ’22, Salesforce released a new first-party chat product and feature set. Messaging for In-App and Web, the new product, is built on Hyperforce and offers many of the Chat features that customers love. It also supports asynchronous and persistent conversations that can be picked back up at any time. You can continue using your current Chat services and implementations through the announced retirement date. However, all customers will need to migrate to Salesforce’s new Messaging for In-App and Web service before the announced retirement date. Affected Salesforce Clouds Service Cloud Unlimited + Edition Service Cloud – Unlimited Edition Service Cloud – Performance Edition Service Cloud – Performance Edition 1 Service Cloud – Einstein 1 Edition Sales and Service Cloud Unlimited Edition All Industry Cloud Unlimited Edition Service Cloud Enterprise Edition + Digital Engagement Sales Cloud Enterprise Edition + Digital Engagement Sales Cloud Unlimited Edition + Digital Engagement Sales and Service Cloud Enterprise Edition Edition + Digital Engagement Contact Tectonic if you need assistance preparing for these changes. Review the benefits of Messaging for In-App and Web, and compare the modernized channel to Salesforce’s legacy chat product. FEATURE CHAT MESSAGING FOR IN-APP MESSAGING FOR WEB Persistent Conversations Persistent Conversation History (with User Verification) No Yes Yes Asynchronous Conversations (with User Verification) No Yes Yes Cross-device conversations (with User Verification) No Yes Yes Session Continuity Across Tabs Yes N/A Yes Session Continuity Across Subdomains Yes N/A Yes Settings Route to Agent, Queue, Bot, or Skills Yes Yes Yes Automated Proactive Messaging No Yes No Proactive Messaging by Agents No Yes No Keyword-Based Automation Yes Yes Yes Omni-Channel Sidebar Support No Yes Yes Pre-Chat Form – Visible and Hidden Fields Yes Yes Yes Terms and Conditions Acceptance in Pre-Chat Yes Yes Yes Customize Pre-Chat with Lightning Web Components Yes Yes Yes Populate Pre-Chat API No Yes Yes Einstein Bot Support Yes Yes Yes Business Hours No Yes Yes Custom Branding and UI Labels Yes Yes Yes Multi-Language Support Yes Yes Yes Auto-Response: Conversation started/ended, agent joined, and so on. No Yes Yes Post-Chat URL Yes Yes Yes Salesforce Surveys Yes Yes Yes Estimated Wait Time No Yes Yes Idle Customer Timeout Yes Yes Yes Queue Position Yes No No Public REST API Yes No No Channel Menu Support Yes No Yes IP Blocking Yes No No Sensitive Data Rules Yes Yes Yes Agent Alias No Yes Yes Delete Data (API) No Yes Yes Individual-Object Linking Flow Template No Yes Yes Clone Mobile Deployment No Yes N/A Sneak Peek Yes No No Supervisor and Agent Experience Service Console Integration Yes Yes Yes Supervisor Monitoring Yes Yes Yes Flag Raise and Whisper Yes Yes Yes Transfer to Agent, Queue, or Skills Yes Yes Yes Browser Notification for Assigned Conversation Yes Yes Yes Outbound File Attachments No Yes Yes Einstein Reply Recommendations Support Yes Yes Yes Einstein Work Summaries Support Yes Yes Yes Actions and Recommendations Sidebar Support Yes Yes Yes Right-to-Left Language Support for Agents Yes Yes Yes Customer Experience Inbound File Attachments Yes Yes Yes Emoji Support No Yes Yes Read and Delivery Receipts No Yes Yes Push Notifications No Yes N/A Save Transcript Yes No No Message Search No Yes No Right-to-Left Language Support for End-Users Yes Yes Yes Supported Sites External Website Yes N/A Yes Experience Site Templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer Service Yes N/A Yes LWR Experience Site Templates: Build Your Own (LWR) and Microsite (LWR) No N/A Yes Commerce Cloud Templates: B2B and B2B2C Commerce templates No N/A Yes Mobile Publisher Yes N/A Yes Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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

May 10, 2024in Hyperforce

03Mar

Demand Generation Web Use Cases for Personalization

Utilize effective personalization techniques adopted by businesses in online campaigns to stimulate demand generation. The term “demand generation” has somewhat faded from the marketing lexicon due to the emphasis on analytics, AI, and metrics for lead conversion. However, where does personalization fit into the broader scope of demand generation? Demand generation web use cases for personalization. Personalization plays a pivotal role in various aspects of demand generation: In lead nurturing, personalization is equally vital: Moreover, personalization is instrumental in lead acquisition efforts by delivering relevant experiences to all of your prospects. To effectively implement personalization, real-time insights into individual behaviors and interactions are essential. A comprehensive personalization solution should unify data from various channels and systems, enabling seamless cross-channel personalization. This includes “stitching” together anonymous and known user profiles, integrating data with complementary systems like CRMs and marketing platforms, and facilitating real-time omni-channel personalization. The key to successful personalization lies in understanding and addressing each individual’s unique needs and preferences. By adopting a customer-centric approach and setting clear objectives aligned with business goals, organizations can leverage personalization to enhance customer experiences, boost conversion rates, and drive measurable business growth. To execute a successful personalization strategy, organizations must: By following these steps and continuously optimizing personalization efforts, organizations can build stronger customer relationships, drive business growth, and maximize marketing ROI. Website personalization serves as the starting point for many companies embarking on their personalization journey. This entails ensuring that returning visitors encounter pages tailored to their previous experiences or recent purchases. It can also involve presenting new customers with product recommendations based on their current browsing session. The return on this initial investment can be substantial, with many companies witnessing a significant increase in conversion rates, sometimes by as much as 50% or more. For instance, a site converting 2% of visitors might see that figure rise to 3%, a dream scenario for digital marketers. Moreover, this boost in conversion rates can have far-reaching effects across marketing programs, leading to a reduction in overall customer acquisition costs. Tectonic now offers Personalization Implementation Solutions. The next stage in personalization maturity involves integrating a customer’s web and email experiences. This seamless connection between two major channels for customer engagement brings organizations closer to achieving an omni-channel personalization experience. Timely and relevant follow-up messages after a customer’s website visit or purchase can deepen relationships and enhance lifetime value without significant additional marketing expenditure. Finally, the ultimate goal is to extend personalization across all channels, ensuring consistent and tailored experiences wherever customers interact with your brand. However, achieving this can be challenging due to fragmented customer data across multiple channels, teams, and systems. An effective personalization solution should consolidate and synthesize this cross-channel information by maintaining unified customer profiles and enabling real-time omni-channel personalization. Testing is a crucial aspect of successful personalization efforts, allowing organizations to optimize campaigns and maximize engagement, conversions, and revenue. A robust personalization solution should facilitate A/B testing, measuring lift over control, evaluating impacts against specific goals, and filtering results by segment. Effective website personalization lays the foundation for broader personalization efforts across channels. By seamlessly integrating web and email experiences and extending personalization to all touchpoints, organizations can deliver tailored experiences that drive engagement, loyalty, and ultimately, business growth. By Tectonic’s Salesforce Marketing Platform Architect Shannan Hearne Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

March 3, 2024in Data, Einstein Insights, Generative AI, Salesforce, Salesforce Einstein, Salesforce Marketing Cloud, Salesforce Optimization, Salesforce Sales Cloud

28Feb

Personalization With Customized AI-Driven Journeys

AI-Enabled Triggers for Guiding Customer Journeys – Personalization With Customized AI-Driven Journeys Initiate timely and relevant customer experiences that seamlessly lead individuals through their purchasing journey. Employ AI-powered decision-making to identify the most suitable next steps for customers, offering personalized suggestions based on real-time behavior, historical data, and business-specific datasets such as pricing and inventory. Deliver predefined experiences, such as browsing or cart abandonment journeys, while utilizing real-time interactions to determine the optimal content, channel, or offer for each customer. Efficiently extract insights by harnessing behavioral data and advanced analytics to visualize cross-channel customer journeys for both individuals and segments, identifying and resolving key friction points. Elevate customer acquisition, loyalty, and lifetime value by crafting personalized, omni-channel journeys that align with both customer desires and business objectives. Enable trigger-based customer journeys that facilitate immediate responses to customer actions, whether in the physical realm, such as entering a store and connecting to Wi-Fi, or in the virtual space, like visiting a shopping website. The Role of AI in Elevating the Customer Journey AI significantly contributes to heightened customer satisfaction, ultimately leading to improved retention. Address customer pain points in their preferred language and provide solutions tailored to their needs based on purchasing history and previous interactions with customer service. AI’s Influence Across Customer Journey Stages At each stage of the customer journey, AI transforms experiences by delivering personalized interactions from awareness to post-purchase. This transformation is made possible through automation, predictive analytics, and intelligent virtual agents. Transformative Impact of Generative AI on Customer Journeys Generative AI, exemplified by advanced language models like GPT-4, has the potential to revolutionize customer journeys. These models automate communication and content creation, dynamically adjusting tone and style to match customer preferences. For instance, Grammarly’s tone detector adapts communication based on the recipient’s profile and interaction history. Continuous Iteration and AI in Customer Journey Mapping In the era of digitization, AI-driven personalization surpasses traditional customer journey mapping based on a few personas. Organizations must harness AI and machine learning to create personalized journeys that enhance user experiences. The iterative improvement process involves collecting comprehensive data, utilizing AI for analysis and insights, implementing changes, and evaluating results through key performance indicators. Netflix: An AI Success Story Netflix serves as a prime example of AI success, continuously analyzing user behavior and preferences to refine content recommendation algorithms. This approach enhances personalization, leading to increased customer engagement and satisfaction. Integrating Generative AI into Existing Systems To fully capitalize on generative AI, integration into existing systems and processes is crucial. This may entail developing APIs to connect AI tools with customer relationship management (CRM) systems and content management systems. Testing and Continuous Enhancement Implementing AI-driven personalization necessitates a robust testing and evaluation process. Clearly defined key performance indicators and analytics capabilities are essential for measuring effectiveness and making continuous improvements. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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

February 28, 2024in AI Tools, Data, Generative AI, Salesforce, Salesforce Marketing Cloud, Salesforce Personalization

20Feb

Salesforce Pro Suite

Revolutionizing CRM: Introducing Salesforce Pro Suite In today’s dynamic business technology landscape, Salesforce has established itself as a leader in customer relationship management (CRM) solutions. The launch of Salesforce Pro Suite marks a significant milestone in their mission to empower businesses with cutting-edge tools designed to optimize operations, enhance customer engagement, and drive growth. This article explores the features, benefits, and potential of Salesforce Pro Suite, showcasing why it stands out as a transformative solution for businesses of all sizes. What is Salesforce Pro Suite? Salesforce Pro Suite is a comprehensive collection of integrated tools and services designed to augment the capabilities of Salesforce’s CRM platform. Tailored for modern businesses—from startups to large enterprises—it incorporates advanced functionalities such as artificial intelligence (AI), automation, and data analytics to boost productivity, foster collaboration, and facilitate informed decision-making. Unlock growth and deepen customer relationships with Pro Suite—the all-in-one CRM suite with marketing, sales, service, and commerce tools that scale with your business. Get the flexibility to automate tasks and customize your CRM to fit your specific needs with Pro Suite. Key Features of Salesforce Pro Suite Benefits of Salesforce Pro Suite Use Cases of Salesforce Pro Suite What Can You Do with Pro Suite? Conclusion Salesforce Pro Suite represents a significant advancement in CRM technology, offering a comprehensive suite of tools that cater to the diverse needs of modern businesses. By harnessing AI, automation, and advanced analytics, Pro Suite empowers organizations to optimize operations, enhance customer engagement, and make informed, data-driven decisions. Whether you’re a small startup or a large enterprise, Salesforce Pro Suite provides the scalability, flexibility, and security required to thrive in today’s competitive landscape. 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

February 20, 2024in Artificial Intelligence, Data, Enterprise, Salesforce, Technology

20Feb

Conversational Commerce

“Hey Siri, find the top-rated red saddle pads.” This simple command exemplifies how conversational commerce is revolutionizing the digital shopping experience. While Siri and Alexa are training us to talk to our technology, traditional chatbots teach us to ask our technology in natural language to do something. Now, customers can utilize chatbots, messaging apps, and voice assistants to explore products and complete purchases online. This experiential shopping shift enables businesses to engage with consumers in a natural manner, seamlessly integrating into their everyday routines. With conversational AI, shopping feels akin to conversing with a friend. Thanks to advancements in generative AI, the process is becoming increasingly personalized, intuitive, and hassle-free. Here’s an overview of conversational commerce: What is conversational commerce? Conversational shopping tools involve enhancing sales through direct communication with customers. It encompasses automated conversation flows as well as interactions between sales and service representatives and customers via text or social media messaging. Ultimately, conversational commerce aims to establish meaningful, personalized connections with customers, combining the convenience of digital communication with the warmth of human language to drive sales and foster loyalty. Different Types of Conversational Commerce: The Role of AI in Conversational Commerce: AI plays a primary role in evolving conversational commerce by understanding consumer intent and guiding them through the purchasing process. Natural language processing (NLP) enables chatbots to comprehend inquiries and provide relevant responses, while machine learning analyzes customer data to offer personalized recommendations and streamline the purchase journey. Conversational Commerce and Social Commerce: Conversational commerce intersects with social commerce, capitalizing on platforms like Instagram and TikTok to build authentic connections with customers and facilitate seamless transactions embedded in their social interactions. Benefits of Conversational Commerce: Common Pitfalls and Solutions: By leveraging conversational commerce effectively, businesses can create seamless, personalized interactions that drive sales and foster long-term customer relationships. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more 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

February 20, 2024in Generative AI, Salesforce Development Services, Salesforce Sales Cloud

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