Salesforce Service Cloud

02Jun

Salesforce Field Service Lightning

Many companies worldwide seek quality services associated with Salesforce Field Service Lightning (FSL) to differentiate between lacking customer experiences and excellent ones. Satisfied customers associate such services with high-quality ratings, gradually building trust with the company and recommending it to others. The ability of any business to generate successful recognition and experience with clients helps establish an invaluable competitive advantage. Salesforce Field Service Lightning We are here to assist you in mapping and quoting various FSL Salesforce services such as equipment installation, repair, general customer service management, and maintenance. Field Service technicians, also known as mobile technicians, play a crucial role in delivering these tasks. They receive notifications on mobile devices and quickly find users in need of speedy solutions to their problems. What is Salesforce Field Service? Salesforce Field Service (formerly known as Field Service Lightning) is designed for the automation and optimization of work offered by dispatchers and field service agents. It ensures that no employee sacrifices any functionality of the related services when working outside the company. This system is part of the FSL Salesforce Service Cloud and aims to create a seamless workflow and avoid mistakes with the help of service technicians. Integral Parts of Salesforce Field Service After implementing Salesforce Field Service Lightning, clients can immediately see the benefits reflected in the increased efficiency of developed services. Advantages of Salesforce Field Service Lightning Bottom Line We hope this comprehensive guide on Salesforce Field Service Lightning has provided valuable insights into its aspects and benefits. Our experienced executives offer valuable advice and risk-free solutions for managing projects involving field service. You can contact Tectonic 24/7 for error removal and maintaining Salesforce FSL service deployments. Tasks such as project management and exception diagnosis are easily handled with the Service Cloud platform. We offer a strong framework for different service models and prepare reports for various service territory designs, ensuring a seamless and efficient operation. 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 2, 2024in Salesforce Service Cloud

24May

Einstein Generative AI Added to Service Cloud

Salesforce to Enhance Service Cloud with New AI Tools and Broaden Automated Customer Conversations Salesforce is set to roll out more Einstein 1 generative AI tools for Service Cloud users in June and October. But the big news? More places to deploy automated customer conversations are on the way. Unified Conversations for WhatsApp and Line Yesterday, Salesforce unveiled Unified Conversations for WhatsApp. This feature automates bot responses to customer queries related to targeted marketing messages on the popular messaging app. And that’s not all—later this year, Salesforce plans to support Line, the widely used messaging app in Japan. These services leverage Salesforce’s Einstein 1 generative AI platform. The bots aggregate structured and unstructured CRM, product, service, and other data via Salesforce Data Cloud to generate personalized responses. The new features allow these conversations to be routed to the channels where a Salesforce user’s customers are most active online. Expanding Channel Support Salesforce also plans to introduce a “bring your own channel” connector to support digital channels not natively covered by the platform. Think TikTok, Discord, and South Korea’s KakaoTalk, said Ryan Nichols, chief product officer for Salesforce Service Cloud. “It’s about getting data from all your conversations with customers from Service Cloud into Data Cloud and using that to not just do a great job of delivering customer service, but actually growing your business,” Nichols explained. Conversation Mining and Revenue Opportunities Salesforce Einstein Conversation Mining, currently in beta, aggregates conversations across customer channels to surface insights on the topics where customers need help. The goal is to turn inbound customer service from a cost center into a revenue center—a dream that speakers and vendors at conferences like Dreamforce and ICMI have been floating for years. Traditionally, performance metrics such as time-to-answer and hold-time reduction have pushed agents to minimize call durations. However, the integration of generative AI could transform this dynamic. Constellation Research analyst Liz Miller, who has previously been skeptical, now sees generative AI as a potential game-changer. Armed with data, bots, and their copilot counterparts, agents could save time and access the right information to up-sell customers during service engagements. Nichols hinted that Salesforce is working on up-sell automation features for contact center service bots, which might be unveiled later this year. A Leap Forward for Contact Centers Copilot-type technologies for contact centers could be the breakthrough needed to enable human agents to generate revenue during service interactions. “Contact center leaders have been trying to etch out a space of strategic importance for themselves in the business that isn’t just ‘how do we get angry people off the phone?’” Miller said. Einstein Generative AI Added to Service Cloud Generative AI tools can eliminate the mundane, repetitive tasks that consume much of contact center agents’ time. Miller added, “If they no longer had to summarize the call, and they could actually go to the next call? [Generating revenue] sounds really big, and it sounds really ridiculous, but if we took all the garbage off of these people’s plates that no one wants to do, we give them an awful lot of time to actually be better mouthpieces for their organizations.” In short, Salesforce is gearing up to transform customer service into a more efficient, revenue-generating machine with a little help from generative AI. And who knows, maybe your next customer service bot will be better at upselling you than your favorite barista. 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 24, 2024in Einstein Insights, Salesforce Einstein, Salesforce Service Cloud

23May

Generative AI and Service Cloud

Salesforce Service Cloud users are set to receive more Einstein 1 generative AI tools in June and October. A key development is the expansion of automated customer conversations across more sales and marketing platforms. Generative AI and Service Cloud family of tools is growing. This insight aims to uncover the numerous use cases of generative AI in the modern contact center. We’ll help you understand how generative AI can fast track your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers’ experiences better. Today, Salesforce launched Unified Conversations for WhatsApp, which automates bot responses to customer inquiries related to targeted marketing messages on the popular messaging app. Additionally, Salesforce plans to extend support to Line, a messaging app popular in Japan, later this year. These services are built on Salesforce’s Einstein 1 generative AI platform. The platform’s bots aggregate structured and unstructured CRM, product, service, and other data through Salesforce Data Cloud to generate personalized responses. These new features enable conversations to be routed to the digital channels where a Salesforce user’s customers are the most active. And to move omnichannel as customers needs change. Salesforce is also introducing a “bring your own channel” connector to support digital channels not natively covered by the platform. Current examples might include TikTok, Discord, and South Korea’s KakaoTalk, according to Ryan Nichols, Chief Product Officer for Salesforce Service Cloud. Generative AI and Service Cloud “It’s about getting data from all your conversations with customers from Service Cloud into Data Cloud and using that to not just deliver excellent customer service, but also grow your business,” Nichols said. Salesforce Einstein Conversation Mining, a Service Cloud feature currently in beta, aggregates conversations across customer channels to surface insights on the topics customers need help with. This aims to turn inbound customer service from a cost center into a revenue center, a goal long pursued at conferences like Dreamforce and ICMI. This massive change drives more than revenue, it drives ROI. Performance metrics such as time-to-answer and hold-time reduction have traditionally pressured agents to minimize call duration to retain their jobs. Now Salesforce is going to help them. While some skeptics question if generative AI can achieve this ambitious goal, Constellation Research analyst Liz Miller suggests it might be possible. Having previously managed a contact center herself, Miller recognizes the transformative potential of generative AI. With the aid of data, bots, and copilot counterparts assisting humans, agents could save time and access the right information to upsell customers during service engagements. Here are some of the ways Generative AI will change customer service forever. 1. Monitor and Ensure Compliance Maintaining compliance is crucial for fostering customer trust, preserving a positive brand image, and avoiding hefty privacy and compliance fines. In a contact center, compliance mistakes can quickly escalate into costly lawsuits and revenue losses. Generative AI allows your compliance team to proactively manage compliance by quickly identifying trends and addressing issues in real time. Instead of waiting for a compliance issue to escalate, you can fine-tune your AI model to provide compliance insights whenever necessary. For instance, you can ask: This approach offers more comprehensive insights than scorecards, which often lack context and accuracy. Generative AI’s analytical capabilities provide actionable insights to improve compliance across your contact center. 2. Get Insights About Your Call Center Performance at a Glance Generative AI language models make it easier than ever to gain insights into your contact center’s performance. Simply ask the model for the information you need. For example, you can inquire about the real-time average handling time (AHT) by asking, “What is the average handling time today?” But that’s just the beginning. With an advanced language model, you can compare metrics across different quarters or generate ideas for coaching plans by asking for each agent‘s strengths and weaknesses and suggestions for improvement. 3. Automate Post-Call Work Generative AI assistants can act as real-time notetakers, summarizing 100% of calls and freeing agents from manual note-taking. This automation makes after-call work effortless, generating comprehensive and compliant notes with a single click. 4. Capture Coachable Moments Easily Incorporating real-world coachable moments into your sessions is essential for tangible performance improvements. Generative AI can identify areas where agents typically struggle without requiring hours of call listening and note-checking. Traditional methods mean compromising on the specificity of coaching due to time constraints, especially when managing large teams. Generative AI solutions, however, enable call center managers to obtain detailed insights about each agent’s performance quickly. This allows for personalized coaching plans that address individual shortcomings efficiently. You can ask: 5. Improve Decision Making With Efficient Root-Cause Analysis Effective decision-making can transform your contact center. However, many managers struggle to identify the root causes of performance issues. Generative AI algorithms can analyze vast amounts of data and customer interactions, uncovering patterns and trends in customer and agent behavior. These insights help pinpoint the issues most impacting performance and customer satisfaction, allowing you to make informed decisions. The process is nearly fully automated, freeing your team from time-consuming data collection tasks. 6. Reduce Manual Work and Focus on Improvement Improving contact center performance requires extensive data, which is resource-intensive to collect manually. Generative AI simplifies this by analyzing customer interactions and providing actionable insights on demand. This saves time and money, allowing you to focus on improvements that deliver a higher ROI. 7. Scale What Works Discovering and scaling best practices is essential for team-wide success. Generative AI and Natural Language Processing (NLP) models can analyze customer interactions to identify effective strategies and coaching opportunities. For example, if a representative handles challenging situations well, AI can generate tips for other team members based on these successful interactions. Generative AI can identify top-performing agents and analyze their calls to extract best practices, providing a more comprehensive approach than focusing on a single agent. Queries you might use include: 8. Generate Agent Scripts Generative AI enables you to draft and fine-tune agent scripts for various customer interactions. Instead of relying

May 23, 2024in Generative AI, Salesforce Data Cloud, Salesforce Einstein, Salesforce Service 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

Net Promoter Score Explained

When a friend or colleague takes the time to tell you about a product or service, you probably pay attention. Your friend is more reliable than a Yelp review, right? Word of mouth is the most common way people hear about brands. But how can you tell if your existing customers like your company enough to recommend it to their friends? One way is by tracking your Net Promoter Score (NPS). Is NPS really the best way to measure customer loyalty? Some service leaders aren’t convinced. We wanted to explore the pros and cons of this popular (and sometimes controversial) metric by reviewing what it is, why it’s important, and why some Service Trailblazers choose to measure loyalty in other ways. What is a Net Promoter Score? The Net Promoter Score is a customer experience metric that captures how likely a customer is to recommend your products, services, or brand. Created by Fred Reichheld in 2003, NPS has since been widely adopted. To find NPS, businesses ask customers: “On a scale from 0 to 10, how likely would you be to recommend our company to a friend or colleague?” Typically, companies follow up with an open-ended question to understand why a customer chose their score. Customers are categorized as promoters, passives, or detractors based on their scores: By understanding these categories, businesses can gain insights into customer loyalty and take action to improve customer experiences and foster stronger relationships. How to Calculate Net Promoter Score A company’s NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. For instance, if you have responses from 100 customers, with 30 promoters and 18 detractors, your NPS would be 12. Why is the Net Promoter Score Important? Companies use NPS to gain insights into individual customer experiences and understand the overall perception of their products, services, and brand. NPS feedback helps address individual issues, enhance product offerings, and apply customer service principles effectively. An improving NPS indicates positive changes that matter to customers, while a sudden drop signals potential issues that need attention. What is a Good Net Promoter Score? NPS can range from -100 to +100. While anything above 0 indicates more promoters than detractors, industry-specific benchmarks provide a more nuanced view. For example, the average NPS in the insurance industry is 74, whereas in healthcare, it’s only 45. According to Bain & Company, the creators of NPS, a score above 0 is considered good. Scores over 20 are favorable, over 50 are excellent, and above 80 are world-class. Comparing your NPS to industry benchmarks helps gauge your customer experience relative to competitors, though it’s important to consider the context, such as company size and market scope. What is a Bad Net Promoter Score? Any NPS below zero is considered bad, as it means more customers are dissatisfied than satisfied. A significantly lower NPS compared to competitors may indicate the need to re-evaluate your customer service experience and address gaps that cause dissatisfaction. What Can You Measure Using NPS? NPS provides insights into: Bain & Company’s data shows that companies with long-term profitable growth have an NPS twice as high as the average company. How to Run Surveys and Collect Feedback Running an NPS survey involves asking a single question, collecting responses, and calculating your NPS. Surveys can be distributed via email, text, in-store, or online at checkout, using a survey builder or NPS app for automation. When to Run NPS Surveys The timing of NPS surveys varies: Staggering surveys over time can provide a more organic picture of customer satisfaction. How to Collect NPS Feedback Following up with an open-ended question like, “What’s the primary reason for your score?” helps gather actionable insights. This feedback can highlight areas for improvement and strengths to build on. How to Improve Your Net Promoter Score Improving NPS requires both individual and broad strategies: Implementing Net Promoter Score Invest in NPS survey software that integrates with your CRM platform. Automate survey distribution and workflows to manage responses efficiently. Designate responsibilities for customer follow-ups and NPS analysis. Measuring Your NPS is Just the Beginning Your NPS provides valuable insights into customer loyalty and satisfaction. However, the follow-through on these insights is crucial for engaging customers and delivering better experiences. Measuring your NPS is the first step towards enhancing your overall customer experience. 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

May 10, 2024in Agentforce Platform, Salesforce Service Cloud

04May

Discover Service Capabilities with My Service Journey (Beta)

Discover Service Capabilities with My Service Journey Take your Service Cloud implementation from good to great with My Service Journey. Get the Salesforce point of view on achieving your business goals in various Service areas, such as the Help Site or Agent Console. With My Service Journey, you can explore Service Cloud capabilities tailored to your business goals, edition, new features, Einstein functionalities, and more. Where: This change applies to Lightning Experience in Enterprise and Unlimited editions. NOTE: This feature is a Beta Service. Customers may opt to try this Beta Service at their discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at Agreements and Terms. How: Launch My Service Journey from the App Launcher. Every day, your customers interact with your brand across multiple channels, forming service journeys that shape opinions, loyalty, and future purchase intent. My Service Journey details the full feature set of Service Cloud, helping you quickly determine how Salesforce can further your business goals. Accessible to all users, My Service Journey lists cloud functionalities, referred to as capabilities. Available in the App Launcher, My Service Journey filters capabilities by the business area most relevant to you, the ones available in your Salesforce edition, or the newest ones. You can also identify Quick Wins—capabilities with no or low implementation barriers—to get started right away. If you find a relevant capability, you can save it or share it with team members. If you discover a capability you need but don’t have access to, reach out to Salesforce account executives directly in My Service Journey. Einstein for Feedback Management Get Insightful Perspectives from Summaries of Survey Responses Unlock a comprehensive understanding of your survey data with generative AI summarizing responses and providing nuanced insights. Use data maps to create or update records with these summaries, which offer a thorough grasp of your audience’s perspectives. For example, you can create summaries of responses from your customer base, partners, and prospects. These summaries are tailored to the survey question types, providing a comprehensive overview of audience insights. Get Deeper Insights from Survey Responses Access the comprehensive Natural Language Processing Insights dashboard for a detailed analysis of survey results based on sentiments, extracted entities, and key phrases. Use this analysis to assess trends and monitor frequently appearing key phrases and entities in survey responses. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 4, 2024in Generative AI

04May

Unified Knowledge for Service Agents

Salesforce has introduced a new intelligence source for service agents called Unified Knowledge. This solution aggregates information from third-party sources and integrates it into Salesforce, enhancing the customer data available in Data Cloud. Unified Knowledge Overview Enhanced Service with Unified Knowledge Unified Knowledge aggregates data from sources like SharePoint, Confluence, Google Drive, and brand websites, making it accessible within Salesforce Service Cloud. While Service Cloud has primarily utilized data from Data Cloud via Einstein for Service to assist service agents, Unified Knowledge expands this by including additional third-party information. Broader Integration Across Salesforce Although Service Cloud is a primary focus, Unified Knowledge will also integrate with Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud. This solution was developed in partnership with Zoomin Software. Technical Approach and Future Plans The initial version of Unified Knowledge does not utilize Data Cloud. Instead, it stores third-party knowledge in the KnowledgeArticle object on Core and uses Zoomin for integration. Salesforce plans to eventually transition this solution to Data Cloud for both storage and integration. This transition involves multiple dependencies and significant refactoring of the Knowledge product. For now, the current approach allows for quicker market entry. Once moved to Data Cloud, customers will need Data Cloud credits to use Unified Knowledge. Response by email from Salesforce: “The beta version of Unified Knowledge does not leverage Data Cloud. The third-party Knowledge is stored on Core in the KnowledgeArticle object, and Salesforce uses ZoomIn to integrate with third-party systems. Salesforce’s long-term vision is to move to Data Cloud — initially for the storage of third-party knowledge, and eventually for the connector/integration piece as well. This involves multiple dependencies on Data Cloud however and significant refactoring of the Knowledge product, so in order to get this solution to market more quickly, this initial version is built on Core. Once we move Unified Knowledge to Data Cloud, customers will have to purchase Data Cloud credits to use the product.” Benefits and Features of Unified Knowledge Unified Knowledge enhances the information available to service agents, potentially leading to better service experiences. Its generative AI capabilities include: By expanding the data available to service agents, Unified Knowledge aims to improve service quality and efficiency. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 4, 2024in Generative AI, Salesforce Service Cloud, Unified Knowledge

29Apr

Enhanced WhatsApp Channel In Salesforce Service Cloud

Setting up an enhanced WhatsApp channel in Salesforce Service Cloud allows your support team to assist customers over WhatsApp with advanced features like messaging session transfers, collaboration with supervisors, and interactive content sharing. This insight provides a guide on how to create an enhanced WhatsApp channel, including upgrading from a standard channel or migrating a number from an external business service provider. Required Salesforce Editions and User Permissions To configure WhatsApp channels, you need the following user permissions: Note: Standard WhatsApp channels will be retired in mid-2025. Upgrade to enhanced channels before July 30, 2025, to avoid interruptions. Step 1: Prepare to Create Your Channel Step 2: Create Your Channel in Setup Step 3: Activate Your Channel If activation is not completed within 14 days, reverify your WhatsApp number through Meta Business Manager or repeat the setup flow in Messaging Settings. Enhanced WhatsApp Channel In Salesforce Service Cloud 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

April 29, 2024in Salesforce

24Apr

Salesforce Service Summer 24 Release Notes

Check out new features that enable customer service agents to work faster and more productively across customer service channels. Salesforce Service Summer 24 Release Notes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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

April 24, 2024in Salesforce, Salesforce Einstein, Salesforce Service Cloud, Unified Knowledge

24Apr

Salesforce Field Service Summer 24 Release Notes

See what’s new in Field Service to help your team deliver on performance and customer service. Salesforce Field Service Summer 24 Release Notes. 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

April 24, 2024in Salesforce, Salesforce Asset Management

31Mar

WhatsApp Integration Brings Service and Marketing Together

Salesforce has announced the general availability of Unified Conversations for WhatsApp, transforming one-way marketing promotions and service requests into dynamic, two-way conversations from a single WhatsApp number. WhatsApp Integration Brings Service and Marketing Together. Now, instead of managing separate threads for promotions and support, customers can receive personalized opt-in marketing promotions and individual support all within a single WhatsApp chat. This unified approach allows companies like Agibank to leverage Salesforce data from over 900 hubs within WhatsApp to deliver personalized loan proposals, resolve issues faster, and better support customers in a single conversation. Why It Matters A significant 79% of customers expect consistent interactions across departments, and 75% prefer to communicate with brands through messaging. However, businesses often fail to meet these expectations, with disconnected experiences being a top customer frustration. Salesforce Perspective “With over two billion people using WhatsApp, Salesforce’s Unified Conversations for WhatsApp enables brands to connect with customers in a unified, trusted manner,” said Steve Hammond, EVP and GM of Salesforce Marketing Cloud. “This helps brands break down internal barriers and build stronger relationships throughout the customer journey, ensuring personalized engagement at the right time and context.” Go Deeper Unified Conversations for WhatsApp is powered by Salesforce Data Cloud, allowing companies to consolidate data into Salesforce and create a unified customer profile. This shared profile provides marketers and service agents with the relevant context to deliver trusted experiences in a single chat thread. Innovation in Action Unified Conversations for WhatsApp combines marketing and service conversations, enabling: Customer Perspective Matheus Girardi, Chief Marketing and Customer Officer at Agibank, shared, “Our customers rely on WhatsApp to engage with us. Unifying our data in Salesforce for WhatsApp has improved our user experience by personalizing loan proposals, resolving concerns, and supporting customers. Salesforce’s previous integration with WhatsApp tripled our digital sales, and we are excited to do more.” Roberto Maia, Chief Information Officer at YDUQS, added, “WhatsApp is the preferred messaging app for our students across Brazil. We look forward to utilizing Unified Conversations to better engage and serve them and convert leads faster.” Availability Unified Conversations for WhatsApp is now generally available. More Information 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

March 31, 2024in Salesforce Data Cloud, Salesforce Implementation Services, Salesforce Marketing Cloud, Salesforce Optimization, Salesforce Service Cloud

11Mar

The 2024 Outlook for Customer Service

The cornerstone of upcoming customer service success lies in grasping the contemporary expectations of customers—an experience that is both personalized and interconnected. However, the challenge is to maintain a delicate equilibrium between productivity and cost efficiency without compromising the quality of service. The solution lies in adeptly harnessing the appropriate technology. Looking forward to the future of customer service, generative AI emerges as a pivotal player, offering cost-effective approaches to meet the ever-evolving expectations of customers. Here are three emerging trends to contemplate as you formulate your customer service strategy for 2024. Embracing AI as an Opportunity, Not a Threat: Current research indicates that 45% of decision-makers in the service industry are presently utilizing AI, marking a substantial increase from 24% in 2020. While AI is becoming an integral part of customer service toolkits, more than half of decision-makers have not yet adopted it. Concerns include potential skill gaps, reservations about trust and reliability, and fears of substantial infrastructure investments. It is imperative for companies to exercise caution when deploying powerful technologies like AI. However, those who have embraced AI are already reaping the benefits of enhanced connection, information dissemination, and enrichment in every aspect of customer service. To leverage AI in enhancing service organizations, platforms like Service Cloud Unlimited+ provide comprehensive solutions. The latest training strategies are crucial in transforming service professionals into high-value agents, ensuring a secure and collaborative approach to exceptional customer service. Advancements in Field Service for Frontline Workers: A majority (65%) of mobile workers feel the weight of customer expectations, with 82% struggling to balance speed and quality in field service. Attracting and retaining frontline workers becomes challenging, underscoring the importance of field service management software. High-performing organizations recognize job satisfaction as a major benefit of such software, aiding in tasks traditionally considered time-consuming. AI contributes to the future of customer service in various ways, including predictive maintenance, automation of work summaries, and expanding options for self-service. Integrating AI into frontline workers’ tools with generative responses and work summaries enhances their proactive and productive capabilities. Revenue Generation at the Core of Customer Service: The convergence of sales, service, and commerce continues, driven by AI-driven cross-selling that transforms customer service into a profit center. Forward-thinking organizations pursue an end-to-end view of the customer journey, creating a continuous feedback loop. Communication channels, such as Apple Messages for Business in Service Cloud, facilitate seamless customer interaction. In 2024, service leaders can expect expanded access to customer information, shared goals across functions, and AI-powered insights driving proactive assistance and relationship-building. Metrics traditionally associated with sales and customer service will converge, focusing on customer satisfaction, loyalty, and overall lifetime value. Consolidating tech investments through unified platforms enhances communication and data sharing among departments. 2024 Outlook for Customer Service In constructing your customer service strategy for 2024, the key is to amalgamate data, unify the customer experience, and equip service teams to meet changing expectations while serving business needs. The mission remains to embrace the future of customer service by combining people, technology, and processes for faster, more effective service at scale, with AI playing a pivotal role at every step. The future of customer service commences now. Like Related Posts 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 CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more Why Your Company Isn’t Like a Baseball Team Recently, Chris shared an excellent post about the new World Series Champion Houston Astros. In short, it was a reminder Read more

March 11, 2024in Salesforce Service Cloud

08Mar

Service and Generative AI

Customer service organizations are currently grappling with formidable challenges, as service agents contend with unprecedented case volumes and customers increasingly express frustration over extended wait times. Agents often find themselves managing multiple customer issues simultaneously, awaiting data from legacy systems to load, leading to inefficiencies. Service and Generative AI together are a solution to better serve your customers. The closure of a case does not mark the end of the challenge, as case notes may go missing, and subsequent agents may unknowingly address similar issues from scratch. With nearly half of customers citing poor service experiences as a primary reason for switching brands, companies are under immense pressure to find more effective solutions. Recent excitement surrounds ChatGPT, an artificial intelligence (AI) model by OpenAI. Models like GPT, Anthropic, and Bard, constructed on large language models, hold the potential to revolutionize customer service. Combined with Salesforce’s established AI expertise, generative AI models are poised to transform customer service operations, enhancing efficiency, fostering empathetic responses, and expediting case resolutions. Here’s a glimpse into how generative AI could reshape service operations: Automated Personalized Responses: Integrating generative AI with Einstein for Service and Customer 360 allows companies to automatically generate personalized responses, enabling agents to promptly communicate with customers. AI training across all case notes facilitates the creation of knowledge articles, significantly reducing the time to produce knowledge and enabling easier updates. Field Service Enhancements: Generative AI will benefit frontline service teams with automated reports, assist new employees and contractors in onboarding and ongoing learning, and empower customers to troubleshoot common issues with knowledge base articles. Super-powered Chatbots: Layering generative AI on Einstein capabilities automates the creation of intelligent, personalized chatbot responses, enhancing the understanding and anticipation of customer issues. This approach improves first-time resolution rates and allows organizations to drive continuous improvement through sentiment analysis and pattern identification. Conversational bots that are powered by generative AI can power customer self-service and improve customer satisfaction — by ensuring case-specific tonality and context in real time. Auto-generate Knowledge Articles: Generative AI will draft knowledge articles based not only on case notes but also on Slack conversations, messaging history, and data across Customer 360, accelerating agent case resolution and increasing support cases in self-service experiences. Fast-track Case Swarming: Generative AI identifies past cases similar to ongoing complex issues, recommends experts within the organization to address the problem, and suggests resolutions and customer communications. This streamlines case swarming processes, making them more efficient and, in some cases, automating aspects of the process. Customer Service and Generative AI While generative AI presents tremendous opportunities, human oversight is essential due to the potential for biased or harmful outputs. Salesforce has published guidelines for trusted generative AI development, emphasizing ethical considerations. As we enter this new era of AI, guided by Salesforce’s commitment to ethical product development, organizations can leverage generative AI to boost productivity, accelerate case resolution, and enhance customer relationships with greater personalization and relevance. Like1 Related Posts 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 CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more Salesforce’s Quest for AI for the Masses The software engine, Optimus Prime (not to be confused with the Autobot leader), originated in a basement beneath a West Read more Salesforce Inbox Explained Salesforce Inbox explained. Enhance the productivity of sales reps with Inbox features, enabling efficient management of every email message, whether Read more

March 8, 2024in Generative AI, Salesforce Service Cloud

04Mar

How to Log Email Alerts as Activities in Salesforce

How do you log emails alerts as activities when sent with the ‘send email’ action? Goal. With the latest release from Salesforce, now it is possible to automatically log emails to a record’s Activity Timeline when using the Send Email action. This enhancement offers users the flexibility to: Prior to the Spring ‘24 release, emails sent using the Send Email action couldn’t be automatically tracked in Activity Timelines. As of Spring 24 release, it is not possible to log emails sent to users; otherwise, you will get an error. Before proceeding, you should become familiar with the EmailTemplate object in Salesforce. It represents a template for an email, mass email, list email, or Sales Engagement email. Supported in first-generation managed packages only. To solve this requirement, use the After-save Record-Triggered Flow. This will log email alerts as activities in Salesforce. If you need assistance sending email alerts as activities in Salesforce. Contact Tectonic today. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more 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 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more

March 4, 2024in Salesforce Implementation Services, Salesforce Sales Cloud, Salesforce Service Cloud

15Feb

Which Industries Use Salesforce?

Salesforce’s comprehensive industry solutions cater to specific needs across a wide array of business sectors, making it a crucial tool for businesses seeking tailored CRM solutions. Its adaptability and industry-focused approach have contributed to its widespread adoption across various domains.

February 15, 2024in Salesforce Automotive Cloud, Salesforce Communications Cloud, Salesforce Education Cloud, Salesforce Financial Services Solutions, Salesforce for Nonprofits, Salesforce Government Cloud, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Manufacturing Cloud, Salesforce Media Cloud, Salesforce Public Sector Solutions

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